FAQ
Airtime Checking
Q1 How is local airtime calculated?
Q2 What is "Inter-network (Basic)" and "Intra-network" airtime, and how are the Inter- and Intra- minutes deducted from the free minutes entitled to me?
Q3 What is "Basic" and "Mobile" airtime, and how are the Basic and Mobile minutes deducted from the free minutes entitled to me?
Q4 How can I check my mobile usage and account balance?
Customer may check this information by:
For details please refer to Bill Enquiry Methods
Billing & Payment
Billing
Q1 Why is the monthly fee charged on my 1st invoice different from the amount specified on my service plan?
If the period between date of subscription and the first bill issue date is less than a calendar month, the charge will be calculated on a pro-rata basis.
Example:
However, please note that as all service fees are charged in advance on a monthly basis from 2nd month of subscription onwards, if customer suspends / terminates service before bill cut-off date, all paid monthly service charges will not be refunded. Other chargeable usages such as IDD, roaming will be billed on next monthly invoice.
Q2 When will my bill be cut off?
Q3 Can I check my call records?
Yes, customer can view the unbilled and recent 3 months billed Call Details Report for free via our CMHK Web / "MyLink" App:
Customer can also apply for Call Details Report. For details about application and charges, please click here
Payment
Q1 How can I settle my bill?
*Remarks:
For details please refer to Payment Methods
Q2 How do I apply for autopay and how long does the processing take?
For details please refer to Bank Account Autopay or Credit Card Direct Debit
Q3 How can I check the payment number and the payment merchant code?
The payment merchant code of China Mobile Hong Kong in PPS is 82. Bill Type is 01. Customer can check payment number via the following methods:
With the payment number, customer can settle the bill via PPS, Jet payment and HSBC/Hang Seng Bank online payment services.
For details please refer to Bill Enquiry Methods
Q4 Can I get refund for unused tariff when I terminate the mobile service?
Q5 Is there any guide for new customers on how to read the invoice?
IDD
Q1 How do I make IDD calls on my mobile phone?
If customer has registered for IDD001 service either by paying $1,000 deposit or applying credit card recurring autopay, he/she can make IDD calls.
For details please refer to IDD Service.
Q2 Will the IDD call be charged if the recipient is unreachable?
Q3 What are the charges for making IDD calls via mobile phone from Hong Kong to other countries?
For details please refer to IDD Service.
Customer Service
Q1 How can I apply for change of service plan, and when will the new plan be effective ? / Can I change plan with immediate effect?
For details please refer to Change of Service Plan & Value-Added Service
Q2 What can I do if I've forgotten my password?
If customer has forgotten password, he/she can retrieve password by the following methods:
Customer can change the password by the following methods, the new password will be effective immediately:
Q3 What is the function of the password?
Q4 How can I find the handset prices?
Q5 How can I find the handset descriptions of different model?
Lost Phone
Q1 What should I do if I lose my mobile phone?
For details please refer to Report Loss & Service Reconnection
Q1 Where can I repair my handset?
Roaming
Q1 How can I use mobile service during traveling overseas?
For details please refer to Roaming Service.
# If voice roaming service is needed, IDD001 should be applied. For details please, refer to IDD001 Service.
Q2 What is Roaming Call Back Service? How to use it ?
To call back to Hong Kong:
To retrieve Voice Mail : *115*218#
To call other countries/destinations:
*115*001(country code)(area code)(phone no.)#
Q3 What should I prepare when using voice/data roaming services in other countries/destinations?
Q4 How should I change my phone settings in order to use roaming service?
For details, please refer to Roaming User Guide.
Q5 Can I disable the roaming service?
Q6 What is Hong Kong Ring Back Tone Service?
Q7 If I have enquiries while roaming, how can I directly contact Customer Service Hotline for free?
Q8 How to temporary stop the data roaming services?
Q9 How to check the roaming data usage?
Q10 How to prevent unnecessary data roaming charges?
SMS/Voicemail/Call Forward
Q1 Can I send a short message from my handset to overseas mobile phone users?
Yes, customer may send short message from own handset to overseas mobile phone users of more than 120 countries.
For details, please refer to SMS.
Q2 How to send a short message from overseas to Hong Kong or other countries?
Voice Mail / Call Forward
Q1 Under what circumstances will the caller be diverted to my voice mailbox?
Q2 How can I listen to the voice messages saved in my voice mailbox?
Q3 How can I change the language of my Voice Mailbox?
Q4 How many Voice Mail messages can be recorded and how long can they be kept?
Q5 How can I record a personal greeting in my Voice Mailbox?
Q6 While I am roaming abroad, can the callers in Hong Kong save message(s) in my voice mail box if my mobile phone is unreachable, has no answer or in a busy status?
Q7 How do I check my voice messages while roaming overseas?
Point to note: Customer should pay for the IDD tariff during retrieving voice message overseas.
Q8 How do I activate or de-activate my "All Call Forward" feature when my handset is not with me?
Q9 Can I use remote call forwarding settings to forward the calls to an overseas fixed-line or mobile number?
Home Broadband
Q1 How can I apply for relocate of broadband service to another address, and what is the relocation fee?
Q2 Does the equipment need to return back?
Equipment | Replacement Cost* |
---|---|
1)Optical Network Terminal |
HKD $1,500 |
2)Adaptor |
HKD $100 |
3)Optical Fiber |
HKD $50 |
4)Home Telephone Box |
HKD $700 |
5)Home Telephone Box Adaptor |
HKD $100 |
6)Home Telephone Box Cable |
HKD $50 |
*All prices above will be subject to CMHK at the prevailing rate, and are subject to change |
Q3 What can I do if I cannot access the Internet?
Q4 What can I do if I experience frequent disconnection after getting online?
Q5 What can I do if my internet speed is slow?
Q6 What is the minimum system requirement for broadband service?
System Requirements |
---|
Intel Core2 Duo P8700/2.53 GHz CPU or above, 4GB system memory or above, 64GB SATA II SSD (Read/Write >200MB/s), Windows XP/Vista/7 and 100/1000M Ethernet card or other system requirements as recommended by CMHK from time to time |
Download/ MMS/ Data Service
Q1 What is Multimedia Messaging Service (MMS)?
Q2 How to activate the data service?
For details on data services, please refer to Mobile Data Service Settings for Handsets.
Prepaid SIM Card
Q1 What is Prepaid SIM Card?
For details, please refer to Prepaid SIM.
Q2 How long is a Prepaid SIM Card valid for?
Q3 If the Prepaid SIM Card has expired with remaining balance, can it be carried forward after the card is recharged?
Q4 How do I check the remaining balance and expiry date of my Prepaid SIM Card?
Customer may check this information by dialing:
Q5 Can I use Call Forwarding feature on a Prepaid SIM Card?
For details, please refer to Prepaid SIM Card.
Then, customer can forward incoming calls to a designated number according to the following instructions:
All Call Forward | Activate: **21*(phone no.)# Deactivate: ##21# |
---|---|
Unreachable Call Forward | Activate: **62*(phone no.)# Deactivate: ##62# |
Busy Call Forward | Activate: **67*(phone no.)# Deactivate: ##67# |
No Answer Call Forward | Activate: **61*(phone no.)# Deactivate: ##61# |
Q6 Can I recharge my Prepaid SIM Card while roaming abroad?
Q7 Can I switch my prepaid SIM card to CMHK SIM card? How to handle?
VoLTE
What is VoLTE?
Eligible customers for VoLTE?
How to apply/deactivate VoLTE service?
Charging of VoLTE service?
VoLTE compatible devices
How to turn on/turn off VoLTE in handset setting?
Why the voice quality remains low when making VoLTE calls?
Several factors affect VoLTE call quality:
What are the features of VoLTE Video call?
Other matters needing attention
Privacy Issues
Q1 Does China Mobile Hong Kong has the right to ask for my Hong Kong Identity Card when I join your Mobile Services? Can I refuse to do so?
Q2 How can China Mobile Hong Kong assure that the photocopy of my Hong Kong Identity Card and my personal information will not be abused for any purposes other than mobile service related?
Q3 What can I do if I don't want to receive promotional information from China Mobile Hong Kong?
Customer can let us know via any of the following means: