Total Customer Experience
In order to provide excellent service, we have adopted the latest network technology and made every effort to provide the best customer support to our users. Our network centre monitors and analyzes the network 24 hours a day to ensure system fluency.
Our efficient computer engineering professionals provide scheduled installation, connection and maintenance services, while our customer service and technical support departments can always provide swift and appropriate solutions to your problems and enquiries, allowing you to enjoy the joy of broadband experience.
Discreet Service Standard
Our customer service and technical support officers are all experienced in their areas, and they can provide detailed response by analyzing different cases accurately. You can seek advice on different enquiries related to technical problems of the network, data configuration of the personal account as well as any problems occurs during the use of the internet, by calling our professional customer service hotline, emailing us or using our online service platform. Our service quality and response time are all guided by strict code of practice.
HKBN is an innovative network provider which actively commits itself to the latest network technology to provide diversified telecommunication services, including broadband internet services, home phones, digital TV and enterprise data services. With a grand marketing vision, we aim to become an excellent comprehensive telecommunication enterprise, providing the best telecommunication services to the local market.
Quality service is believed to be the commitment to customers. In every single aspect, we promise to do our best to satisfy your wants.
|Type of Service||Performance Pledge||Quarterly Performance|
|Year 2017||Year 2018|
We are committed to making the highest availability of service to our customers
Maintenance will be arranged to resolve the broadband service problems within 2 working days upon customers' request.
|Customer Complaints Handling|
|We will offer a suggested resolution to complainant within 3 working days
**Not for the circumstances such as insufficient information provided by customers,unreachable customers, awaiting customers' decision,site maintenance required
|Customer Hotline Performance (Enquiry)|
We target to answer calls from our existing customers within 30 seconds in normal business hours**Not for the circumstances such as network outage and system down in call centre
**Normal business hours is referred to 9:00am ~ 11:00pm
We ensure our 100M customers would enjoy 80% of
|99.99%||99.99%||99.99%||99.99%||To be Provided|
|Network latency as defined as round trip delay:
To overseas websites:
|To local website:
|- speedtest.ofca.gov.hk(Hong Kong)||3ms||0.7ms||0.7ms||2ms||1.4ms|
|**Not for the event or circumstance beyond HKBN's control ("Force Majeure Event"). A Force Majeure Event includes but not limited to acts of God, war, civil disobedience, explosion, fire, typhoon, flood, government action, restraints imposed by government or any other regulatory authorities, labour disputes, trade disputes or delays of third parties over which HKBN has no control|
|** Commencing from 2015, the site local in monitoring the network latency (defined as round trip delay) will change from www.google.com.hk to speedtest.ofca.gov.hk|