Reliable and Responsible Service

Best-in-class Network

 

Maintaining the quality, performance and reliability of our network infrastructure is a colossal task that never stops – 24/7, 365 days a year. By applying innovative network monitoring tools and robotic processing automation (RPA), our Network Operation Centres (NOCs) actively work around-the-clock to monitor and carry out health checks that ensure our network is sound and that troubleshooting timeframes are minimised.

 

Together with our world-class partners, we carry out regular evaluations across of service platforms and equipment infrastructure. This ensures that a healthy status is maintained – and when anomalies are identified, defective equipment is quickly replaced.

Network Performance

 

On a yearly basis, we conduct week-long 24-hour network performance tests to ensure that the quality of our network is optimised for customer needs. These tests include speed tests on popular local and overseas websites and latency tests on popular game servers.

 

Each performance test is benchmarked against other local Internet service providers to evaluate where our network maintains a high standard, and where it underperforms. Whenever our performance is found 10% or below benchmarked standards, our teams will take immediate action – to ensure that customers enjoy the best connectivity experience.

Network Coverage

 

Over the years, we have continued to invest and expand our residential and enterprise network coverage. We’re also focussed on newly developed residential and commercial buildings to ensure that our fibre services are ready for use when customers move in. And because every single customer is important, we’re also working hard to increase our coverage in Hong Kong’s underserved rural areas.

World’s First Money-back Dual Guarantee

 

When it comes to ISPs standing behind their service, few are willing to back it up – especially if it entails some kind of guaranteed refund. At HKBN, we’re so confident in our residential fibre service that we introduced the World’s First Money-back Dual Guarantee.

 

This first-of-its-kind speed and latency guarantee is our pledge to customers (who depend on connectivity for everything from telehealth and work & collaboration to gaming and video streaming) that service will always be lightning fast and uninterrupted – or we’ll provide a refund for the days affected!

Customer Health & Safety

 

Keeping customers safe is paramount to us – meaning we work diligently to make sure that our products and services comply with the legal and regulatory requirements for consumer safety. When possible, we work with our suppliers early in the design phases to address our requirements for quality, health & safety, and sustainability.

 

Learn about Electromagnetic Fields (EMF) Safety

 

Radio waves and health

As a telecommunications operator and ICT solutions provider, the work we do is helping to build a more interconnected, digital society. At every step in this journey of progress, we have a responsibility to ensure that the infrastructure and technologies being implemented are safe, harmless, and environmentally friendly.

 

General facts about radio waves

• Radiofrequency radiation is defined as Non-Ionizing Radiation (“NIR”).
• Unlike ionizing radiation such as X-rays and nuclear radiation, RF EMF generated by base stations are a type of NIR. In general, NIR has low energy and is insufficient to change the chemical properties of substances.
• There is no convincing scientific evidence that associates weak radiofrequency signals from wireless networks with adverse effects on health. The levels of RF exposure from base stations and wireless networks (Wi-Fi included) are so low that, according to the World Health Organization (WHO [WHO reference]), body temperature rises from RF exposure are insignificant and do not affect human health.

 

Wi-Fi

Like many highly developed nations around the world, such as Germany, France, the United States, the United Kingdom, Australia, New Zealand, Japan, Singapore and Korea, the Office of the Communications Authority (OFCA), which governs telecommunications in Hong Kong, espouses the radio frequency exposure limits as recommended by the International Commission on Non-Ionizing Radiation Protection (ICNIRP). Equivalent isotropically radiated power (e.i.r.p) is the maximum amount of power that can be radiated from an antenna. In devices that operate with 2.4GHz & 5GHz bands the maximum e.i.r.p. is 4W (or 36dBm equivalent). And the devices that operate with 6GHz the maximum e.i.r.p is 0.25W (or 24dBm equivalent) and 0.025W (or 14dBm equivalent) for indoor use and outdoor use respectively.. All our products’ e.i.r.p are within the OFCA guidelines.