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HGC Residential Broadband
General Enquiries
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| Q1. |
When will HGC Residential Broadband Service
(RBS) come into service? And what will service coverage be
like? |
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HGC is already available. Our coverage
continues to expand throughout Hong Kong as we work towards
our target to serve every single customer who is interested in
our services. |
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| Q2. |
Is there any criteria in applying for HGC
RBS? What are the procedures and service charges? |
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You will need a PC with a Microsoft Windows 98
Operating System or above and standard configuration. You also
need a LAN card, which you can either purchase yourself or HGC
can lend you one. For application procedures and service
charges, please call our Customer Service Hotline on 1222, our
customer service team will be happy to provide full details.
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| Q3. |
What is the difference between RBS and
ordinary dial-up services? |
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The transmission speed for ordinary dial-up
service operates at 56Kbps, while HGC RBS supports speeds up
to 10Mbps. Additionally, HGC RBS enables you to always "stay
on-line" without the need to dial-up every time you need to
get connected. It is independent of your telephone line and no
PNETS charge apply. |
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| Q4. |
What technology do you use? Is this
different from other service providers? What are the
advantages? |
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Currently, we use state-of-the-art GigaEthernet
technology over a fibre-optic network, providing you with
symmetrical upload and download speeds. As such, you can enjoy
large data transfers and Internet access at amazing speeds.
Additionally, extended applications, such as quality video conferencing,
net meetings etc., as well as other services that require large
bandwidth are now possible. |
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| Q5. |
Apart from the pricing, what are the
differences between RBS and Business Broadband Services (BBS)?
Can I apply for RBS under my own name on behalf of the
company? If not, why? |
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BBS has been designed to cater for the
business and corporate environment, providing the ability to
share service resources among the staff within the company. It
provides a business network and as such works completely
differently from RBS's dedicated local, China and
international bandwidth. We therefore only accept BBS
applications from companies with a business registration.
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| Q6. |
I am a Hutchison customer using your onnet
/ IDD / mobile / other services. If I sign up for RBS as well,
will there be any special offers or discounts? |
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I am afraid currently there are no provisions
for the bundling of our services nor is there any special
provision for promotions. However, we will notify our
customers whenever and wherever they are available in the
future. |
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Installation Enquiries |
| Q1. |
Is there a need to install a telephone
socket? |
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Yes, you will need a RJ-45 socket to gain
access to the service. However you do not need to worry about
this as our installation team will take care of the matter for
you. |
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| Q2. |
Is it necessary to install any software or
hardware to access the Internet? If yes, will HGC staff carry
out the installation? Will any extra charges apply? |
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You will need a LAN card to access the
Internet. You can choose to use your own LAN card or an HGC
LAN Card on a loan basis. Our installation team will do the
installation for you, which consists of loading a user file in
your PC. For both the LAN card and the user file, there is no
extra charge. |
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| Q3. |
How long will it take to install?
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Normally, installation both of the service and
the RJ45 socket will take around an hour. |
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| Q4. |
Are there any PC requirement for the
installation of RBS? Also, will I need any extra equipment or
supplementary accessory? |
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We do suggest that your minimum PC
configuration consist of |
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- A Pentium 166MHz (or higher) IBM compatible
standalone PC with 32MB RAM |
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- Windows 95 / 98 / ME / NT4.0 SP3 (Chinese or
English) |
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| Q5. |
If installation fails, will any charge be
incurred? |
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No, there will be no charge if the
installation is not successful. |
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| Q6. |
Do you monitor the total usage of
individual user? Does this service incur any extra
charge? |
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Unfortunately, no such service is available at
the present moment. We will certainly be notifying our
customers as and when it becomes available. |
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Technical Enquiries |
| Q1. |
Our company is not using Windows? Can we
subscribe to your service? |
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While we do advise the use of Windows 95 / 98
/ ME / NT 4.0 for the time being, we do also evaluate other
Operating Systems for RBS. |
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| Q2. |
We currently use 56K dial-up service. Do we
have to terminate our dial-up service to subscribe to
RBS? |
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That isn't necessary. We install a dedicated
line for RBS so it doesn't affect dial-up customers in any
way. |
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| Q3. |
Does RBS provide email services? If yes,
what will my email address be? What is the storage
capacity? |
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Our package includes email services. The
address name will be customer_name@hgcbroadband.com. The
storage capacity is 10Mb. |
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| Q4. |
What is RBS's transmission speed? Is the
speed guaranteed? |
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Currently, HGC RBS provides a speed of up to
10Mbps. As it is a dedicated bandwidth facility for individual
users, the service is not affected by the number of users in
the same building or area. However, speeds in accessing the
Internet can vary due to a number of extraneous factors. These
include bottlenecks suffered by the web server at the other
end, who, for example, may not be able to deliver quality as
high as 10Mbps. |
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| Q5. |
Will the email service include SMTP and the
POP server? |
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Yes, a simple email guide will provide you
with the configuration. SMTP (Simple Mail Transfer Protocol)
is an Internet protocol used for sending emails, while, POP
(Post Office Protocol) is the Internet protocol used for
receiving emails. |
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| Q6. |
Does the bandwidth work on a shared basis?
If more then one customer is using it, will the bandwidth be
affected? |
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HGC RBS provides each individual user with
10Mbps upstream and downstream bandwidth. Your bandwidth will
not be affected by other customers. |
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| Q7. |
Will I need a Broadband Card? |
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Yes, a LAN card. |
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| Q8. |
If I subscribe to RBS, will I be able to
enjoy video conferencing and other interactive
applications? |
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Yes. Our service also offers you a public IP
address for interactive applications. |
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| Q9. |
What is the lead time from service
application to installation? |
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Our target service commencement day for the
RJ45 socket is 12 working days from the day the order is
placed and after the site survey is done. |
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| Q10. |
If I want more than one IP address, what
should I do? |
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You will need to give us your network diagram
with a description of your IP address applications. Our
network team will design a system to answer your needs. |
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| Q11. |
Is there any record or report that can list
our on-line applications? |
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I'm afraid no such facility is available for
the time being. |
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| Q12. |
Can I access RBS using a
notebook? |
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Yes, all you need is to install an Ethernet
network interface card. The cost of this LAN card is
$300. |
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| Q13. |
My PC is not equipped with a LAN card, do I
have to buy one? |
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HGC will supply a LAN card for desktop PCs
free of charge during installation. The LAN card for a
notebook will cost the customer HK$300 and a request needs to
be made in advance. The purchase price for a LAN card for a
desktop PC is $150.00 (after the 1st installation) and $300.00
for a Notebook. |
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| Q14. |
Will RBS be disconnected for any
reason? |
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Not under normal circumstances, no. |
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| Q15. |
Will there be free 56Kbps dial-up
service? |
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We have no plan in this direction for the time
being. However, we will certainly keep our customers informed,
if and when it is on offer in the future. |
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| Q16. |
Does RBS have Internet Roaming
services? |
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Yes we do. For details, please refer to our
"Internet
Roaming" section under "Customer Service". |
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| Q17. |
Do you provide 24-hour technical
support? |
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Yes, you can call our 24-hour Customer Service
Hotline on 1222 for technical support at any time. Our service
team will make sure your enquiry is directed to the right
person. |
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| Q18. |
What OS do I need on my terminal to enjoy
your RBS? |
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The following Operating Systems support our
RBS: Windows 95/98/SE, Windows ME, Windows NT 4.0 and Window
s2000 Professional. |
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| Q19. |
What does the user file installed in my
home PC do? |
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The user file serves as HGC's default home
page and public IP assignment. |
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| Q20. |
Can I uninstall the user file? |
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We strongly recommend that you should not try
to uninstall the user file. If there is a need, please consult
our Customer Service Hotline on 1222, for the correct
procedures. |
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| Q21. |
How can I check the user file
version? |
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To check the user file version, click the SSG icon with the
"right mouse button", then choose the "About" option on the
menu. It will show you the version number.
Please note that Version 2.2.9 has been released to cater
for Windows 2000 professional. |
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| Q22. |
Can I place my user file on the Internet so
that other users can download it? |
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Your file is user specific. Therefore it
cannot be used by other PC users. |
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| Q23. |
Where can I get the user file? |
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The user file is a part of your new
installation. If you cannot find the file, our customer
service team will be able to help. Simply contact our hotline
on 1222. |
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| Q24. |
Can I use another OS apart from Microsoft
Windows for HGC's Residential Broadband Service? |
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Our RBS currently works on Microsoft Windows
only. However, we do also evaluate other Operating Systems in
the market. |
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| Q25. |
Can I use ftp on HGC RBS? |
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For ftp access, our service uses the ftp
passive mode. Access is available through the user file
provided. It is a default file available in your PC upon
installation. However, if you find you do not have it, please
call our hotline on 1222. |
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Sales
Enquiries |
| Q1. |
If I want to change my service plan, what
should I do? |
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You can contact our Customer Service Hotline
on 1222 for any change you would like to make. We will fill in
the forms for your approval and signature. |
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| Q2. |
If there is a problem on-line, do you
provide any technical support? Is there a number I can
contact? Does it provide a 24-hour service? |
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We provide technical support for any on-line
problems. If you call our 24-hour Customer Service Hotline on
1222 our customer service team will direct you to the right
person. |
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| Q3. |
What do I need to do if I would like to
terminate the service? How do I notify you? Will any extra
cost be involved? |
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To terminate the service, you can call our
Customer Service Hotline on 1222. We do however require a
written notice with your signature confirming the termination
together with one month's notice in advance. Please keep in
mind that we do reserve the right to charge a penalty fee for
premature termination. If there is a Contract Period, you will
need to compensate HGC for the rental amount of the remaining
Contract Period. |
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| Q4. |
After cancellation, will a technician
remove the installation made for provision of the
service? |
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We do reserve the right to remove any
installation made for the provision of the service. |
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| Q5. |
How will service invoices be sent to
me? |
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We currently provide email bills; however we
do provide hard copy bills if you ask us for one. |
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| Q6. |
What are the payment methods
available? |
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You can choose to settle payment either
by: |
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i) Autopay
ii) Payment by Phone
iii)
Check |
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