IDD 0080 Service
Within 8 working hours from receipt of service application.
Direct Exchange Lines (DEL)*
Service Type | HGC Blockwiring Buildings | Non-HGC Blockwiring Buildings |
Residential DEL | 2 working days | 10 working days |
Business DEL: Del, Datel, DDI, Co, Hunting, Centrex, ISDN-BRI | 4 working days | 8 working days |
IDA-P, IDA-M | 14 working days | 14 working days |
ISDN - PRI | 14 to 28 working days | 14 to 28 working days |
Broadband Service *#
Service Type | HGC Blockwiring Buildings | Non-HGC Blockwiring Buildings |
Business Broadband (Note 1 & 2) | 2 working days | 10 working days |
Residential Broadband | 2 working days | 10 working days |
* All lead-time excludes delay arising from number porting rejection and leased blockwiring rejection
# Appointment re-scheduling:
HGC Blockwiring buildings: 2 working days
Non-HGC Blockwiring buildings: 10 working days
Note 1: Three (3) additional working days required for Site Visit Request
Note 2: Applies to dynamic IP broadband service
IDD 0080 Service
Within 8 working hours from receipt of fault report.
Business Direct Exchange Lines
Lead time of normal maintenance service: Within 4 working hours (exclude travelling time) from receipt of fault report from technical support centre.
Maximum lead time: Before end of next working day exclude special arrangement for blockwiring fault of other blockwiring provider.
Residential Direct Exchange Lines
Lead time of normal maintenance service: before end of next working day from receipt of fault report from technical support centre (exclude special arrangement for blockwiring fault of other blockwiring provider)
Broadband Service
Service Type | |
Business Del/Broadband | 90% within 6 working hours |
Residential Del/Broadband | 99% within 2 working days |
Note: Working hours include 09:00 to 17:00 on Monday to Friday and 09:00 to 13:00 on Saturday except Public Holiday.
Target Service provisioning / restoration time does not cover the following situations:
Complaint acknowledgement* | 95% within 1 working day upon receipt |
Complaint handling* | 95% within 3 working days |
The aforementioned time does not cover the following scenario:
Call answering time | 85% of calls answered within 30 seconds |
For further information, please call our Customer Service Hotline on 1220 (Business Voice and IDD Service)/1222 (Business Internet access and data service) or 1223 (Residential Customer).