Service Pledge

HKBN pledges to always improve and provide you with the highest possible standards of service

Guaranteed Services

We are committed to providing guaranteed business broadband and business voice services. In case the upload/ download speed of our business broadband service is less than 80Mbps, or our system or equipment/ accessories make you unable to use our business voice service, we will compensate twice the amount of the relevant service fee charged for the dates affected on a pro-rata basis.

Service Guarantee
Business broadband service No less than 80Mbps
Business voice service Uptime service
  1. Service guarantee on business broadband service is applicable to 100Mbps broadband service, including upload/download speed (from the wall plate at customer's premises to HKIX) guaranteed to be no less than 80Mbps. Otherwise twice the amount of the relevant broadband service fee charged for the dates affected (calculated on a pro-rata basis) will be refunded. Please click here for details.
  2. Service guarantee on business voice service is applicable to Business line service including hunting line, DDI, direct line and fax line. In case of our system or equipment/ accessories failure causing our customers to be unable to connect calls by our service, twice the amount of the relevant voice service fee charged for the dates affected (calculated on a pro-rata basis) will be refunded. Please click here for details.
  3. Service guarantee on business broadband service and Service guarantee on business voice service are applicable to 100Mbps broadband service and business voice service which are 1) provided by Hong Kong Broadband Network or 2) newly installed by HKBN Enterprise Solutions on or after Sept 1, 2016. Applicability of service guarantee is based on service agreement.

14-day Cooling-off Period

We value our business relationship and are confident of our service quality. To uphold our service pledge, we offer dual commitment to ensure customers can benefit from a double cooling-off period.

Cooling-off Period
After registration 14 days
After installation 14 days
  1. 14-day cooling-off period is applicable to single IP 1000Mbps/500Mbps/100Mbps broadband service and business line service including hunting line, DDI, direct line and fax line.
  2. Customers are entitled to a 14-day cooling-off period commencing from the date following the registration of the selected business broadband/business line service plan(s). Customers may cancel the service plan(s) within the cooling-off period and shall pay the charges for the set up and/or provision of the business service plan(s).
  3. Customers are entitled to a 14-day cooling-off period commencing from the date following the installation date of the selected business broadband/business line service plan(s). Customers may cancel the service plan(s) within the cooling-off period and shall pay the installation charges, the charges for the set up and/or provision of the business service plan(s), and pro-rata usage fees before termination.
  4. The aforesaid cooling-off periods may lapse under certain circumstances. For details about the 14-day cooling-off periods, please click here.

Service Provisioning

We are committed to completing service provision for customers as soon as possible.

Standard Lead-time
Business broadband service 6 working days
Business voice service 6 working days
  1. Standard lead time of service provisioning is applicable to i) 100Mbps broadband service; and ii) business line service including hunting line, DDI, direct line, fax line and Centrex.
  2. Working day includes 09:00 – 18:00 on Monday to Friday and 09:00 – 13:00 on Saturday except public holiday.
  3. Standard lead-time of service provisioning is counted upon receipt of service application, but does not apply to the following situations:
    • If HKBN fails to gain access to customers’ premises under any circumstances, such as the need to make an appointment with a third party
    • If HKBN fails to proceed to installation under any circumstances, such as electricity suspension at customer’s premises or problem(s) caused by software/hardware/network equipment of customers
    • Delay caused by number porting or leased block-wiring
    • Appointment being rescheduled as per agreement with customers
    • Weather constraints including black rainstorm or typhoon signal no. 8 and above
    • Transportation constraints

Service Restoration

We are committed to resolving every problem during service provisioning in order to make our services the preferred choice.

Standard Lead-time
Business broadband service Within 5 hours
Business voice service Within 5 hours
  1. Standard lead-time of service restoration is applicable to i) 100Mbps broadband service; and ii) business line service including hunting line, DDI, direct line, fax line and Centrex.
  2. Standard lead-time of service restoration is counted upon receipt of the fault report but excludes traveling time and testing time.
  3. Standard lead-time of service restoration is not applicable to the following circumstances, such as:
    • Entrance barriers, administrative delays, underground fibre laying involved, additional co-ordination with other wiring owner required, and any other event beyond the control of HKBN
    • Appointment being rescheduled as per agreement with customers
    • Weather constraints including black rainstorm or typhoon signal no. 8 and above
    • Transportation constraints

Customer Services

We listen to customers’ questions and concerns, and strive to respond fairly and promptly. In case if customers are not satisfied with our service, they are welcome to contact us to share their opinion and reasons for dissatisfaction.

Standard lead time
a. Customer Service Hotline Answered calls by Customer Services Manager within 7 rings (90%)
b. Customer complaints handling
- Acknowledgement of receipt of the case Within 1 working day (90%)
- General complaint handled with solution provided Within 5 working days (85%)
  1. Standard lead-time applies to general enquiries made during working day office hours (09:00-19:00), and on Saturdays (09:00-13:00) for technical support enquiries made 24 hrs daily.
  2. Working day refers to Monday to Friday office hours (09:00-19:00).
  3. Standard lead-time does not apply to complainants who are unreachable or when insufficient information is provided/ during periods of typhoon or extreme weather/ unusual surge of incoming calls / enquiries during product launches and/or promotion campaign.