China Mobile Hong Kong Pledges to Persevere Against the COVID-19 Pandemic with Hong Kong Citizens

As the COVID-19 pandemic continues to spread across the world, unprecedented impacts are lying ahead for Hong Kong. China Mobile Hong Kong (CMHK) remains resolute in upholding its social responsibilities while continuing to provide best-in-class telecommunications solutions and customer service to go through the storm with Hong Kong citizens.
Satisfy customer needs despite of home isolation
Customers are CMHK’s top priority and we are dedicated to providing reliable and exceptional telecommunications services. As the prolonged pandemic halts our daily lives, we have proactively sought to meet the most pressing needs of our customers, and have rolled out a series of counter-measures in light of the disease.


Round-the-clock comprehensive telecoms services are at our customers’ fingertips through CMHK’s official website or MyLink mobile app, including payment and value top-up, mobile data purchasing, mobile plan applications and upgrades, as well as data usage record checking. All the while, we have reinforced a series of protective measures for our frontline employees and broadband installation technicians to ensure the safety of our customers. In addition to regularly disinfecting our stores, we also provide hand sanitizers for customer usage. 


Photo 1: Stores have implemented a series of protective measures to ensure safety of customers and employees
Stay on top of the world with hassle-free connection
To demonstrate our utmost devotion to our consumers and guarantee stable network connectivity during this pandemic, CMHK has gifted complimentary full speed local mobile data of 5GB to customers. More than 260,000 users applied for the additional mobile data prior to the promotion wrap-up on March 15.
Disseminate up-to-date information to remind customers of pandemic-related updates
As the pandemic continues, CMHK is working closely with government bodies including the Department of Health and the Security Bureau to distribute crucial information such as disease alerts, traffic status and public health updates for free to keep citizens on top of passenger and cargo traffic and quarantine arrangements at the borders.
As requested by the Department of Health, CMHK has also disseminated text messages to incoming visitors regarding the compulsory quarantine measures from February 7 to March 28, as well as reminders on the importance of personal and environmental hygiene to outgoing travelers who departed Hong Kong on leisure or business trips since February 7.
Secure network connectivity to fortify protection
CMHK has also continuously bolstered citywide telecommunications stability to cope with the volatile changes of the COVID-19 pandemic. To ensure the adequacy of the city’s network quality, CMHK quickly established a mechanism for network quality coordination which allowed us to efficiently allocate our teams to follow up on network-related complaints. Our network operation centre remains in service 24/7 to guarantee our network runs smoothly and stably. To date, our local network has remained steady and stable with relevant indicators meeting normal benchmarks.
In order to safeguard quarantine implementation and cater to network needs at hospitals and disease control centres, CMHK is strengthening network surveillance in key districts, including 43 public hospitals and 3 isolation camps under the Hospital Authority (Lady MacLehose Holiday Village, Lei Yue Mun Park and Holiday Village, and Po Leung Kuk Pak Tam Chung Holiday Camp), as well as base stations at different domestic isolation locations. Moreover, CMHK has also exempted data and voice call charges for those at hospitals and quarantine centres as we believe close communication with the outside world is necessary to reassure and comfort those in need during this difficult time.
Support businesses on remote operations


To satisfy our corporate clients’ telecommunications needs during this outbreak, CMHK has leveraged cutting-edge technology to provide remote-office support, including free a cloud video conference solution that allows up to 300 participants simultaneously with unlimited time restraints. Clients who access the cloud meeting software can take advantage of features like shared documents, desktop and white board with smart phones, tablets or personal computers to minimize crowd gathering and maintain high efficiency whilst working from home. Furthermore, CMHK has also enabled CM mCloud for different enterprises and organizations free-of-charge for 30 days with cross-region features like cloud connect, SD-WAN, CDN and dynamic application optimization.


Photo 2: CMHK provides corporate clients with cloud video conference service 

To assist businesses to resume operations, CMHK also offers enterprises with contactless temperature monitoring solutions to prevent cross-infection. Our cleaning and disinfection robots can be controlled manually or remotely, and can carry out sanitization tasks such as sprinkling disinfection sprays in different indoor settings, as well as distributing various goods at designated locations.

Provide online learning and entertainment information at the door
In response to the Education Bureau’s  call for "suspending classes without suspending learning" during this time of school suspension, CMHK teamed up with Hong Kong Learning Activity Promotion Society, Tai Kok Tsui Catholic Primary School, and Diverse Learning Club of Beacon Childhood to launch a free online live classroom on February 10. The free live and on-demand classes covers the second-term curriculum for primary one to six on Chinese and English languages, Mathematics and General Studies.
Currently, our online learning portal "Sync-Class" has been adopted by 11 schools, including Tai Kok Tsui Catholic Primary School, C.C.C Kei Wai Primary School, Yan Chai Hospital Chan Iu Seng Primary School and Tin Shui Wai Catholic Primary School. “Sync-Class” allows teachers to upload tutorial videos and teaching resources for students to learn proactively. Students can utilize our one-stop service by first viewing the free educational live classes and recorded videos on “UTV”, followed by exploring the vast library of practices and mock papers in “Sync-Class” to reinforce their continuous learning process.


Photo 3: "Sync-Class” and “UTV” App offer online class curricula to primary and secondary students 

Since February 10, CMHK has offered courses on Chinese, English, Mathematics and General Studies for all primary students (S1-S6) during weekdays from 2pm to 4pm, with over 396 videos being uploaded onto the UTV mobile phone app or UTV TV Box for students, parents and teachers. As of April 17, there have been more than 318,300 visitors with more than 1,223,600 cumulative views.


Photo 4: “UTV” App shows "Suspending Classes without Suspending Learning" Live Classes Schedule


In response to the government’s mandatory social distancing guidelines, CMHK offers complimentary 50G UTV APP data from February 10 to June 30 to all its UTV box consumers. Successful applicants will be entitled to a number of free channels, including TVB, variety shows, horse racing predictions and KOLs’ horse racing commentary.
Our mission is to serve our customers at all times, provide quality leading mobile communications experiences, and constantly strive to become the most reliable partner in business. In the face of the challenging pandemic time, we will fully deploy our communication technology to work with all Hong Kong citizens to overcome the crisis as soon as possible.
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