Service Provisioning Lead Time

IDD 0080 Service

Within 8 working hours from receipt of service application.

Direct Exchange Lines (DEL)^*

Broadband Service ^*#

<sup>* 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</sup>

Service Restoration Time

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

^{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:

• Working hours include 09:00 to 17:00 on Monday to Friday except Public Holiday.
• The appointment of site visit offered is rescheduled to a later time at customer's request.
• The customer's premise is inaccessible or coordination with a third party for horizontal wiring and/or termination of socket is required.
• Power failure at the relevant building.
• Additional time required for the approval issued by the building management office, building nominated contractor(s) and/or the customer.
• Natural disaster.
• Major cable fault that is out of HGC's control.
• Weather constraints including severe thunderstorm, black rain or typhoon signal number 8 or above.
• Building which is not readily accessible, or is located in outlying island, restricted areas or hilltops.
• The maintenance work to be performed by a third party, and will involve temporary service suspension.
• Public transportation constraint
• Replacement / removal of wiring required
• Site constraint including conduit congestion and/or blocked conduit

Complaint Handling

^{*Based on 80% of general complaint cases}

The aforementioned time does not cover the following scenario:

• Customer busy / unreachable
• Insufficient information provided by customer / awaiting customer's decision and or supporting
• On site checking required
• Joint service provision with other service providers
  

Enquiry Call Answering Time

Enquiry

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).