To register「e-Account online platform」,please visit hgcbroadband.com > e-Account, click "New Registration", follow the instructions and finish the registration process. For existing broadband customers, you may use your broadband email address and password to login the service. To register e-Account service, please log onto hgcbroadband.com > e-Account now.

「e-Account online platform」 is a free service provided by our company. However, your telecommunications service providers may impose data charges. Please check with your service providers for details.

The registered e-Account username linked to e-Account online platform and MyHGC App are identical.

• Step1 : Click "Forgot username"
• Step2: Enter your HKID/Passport no and Registered customer full name
• Step3: Click "Confirm". The e-Account will then be displayed on the page

Customers may choose to receive their bills for free via email or view their bills via Account online platform or MyHGC App. HK$10 will be charged for each paper bill statement by post. To register or update your bill checking and delivering methods, please login to e-Account online platform > 「Bill Management」section for details. To register e-Account service, please log onto hgcbroadband.com > e-Account now.

Customer may check their past 6 statements and payment history for the last 6 months by login to e-Account via hgcbroadband.com > e-Account. To register e-Account service, please log onto hgcbroadband.com > e-Account now.

There will be HK$10 for each bill delivered by post.

It indicates that customer still has cash surplus in the account and he/she is not necessary to settle any payment.

After application of credit card auto-pay, the earliest effective date will start from the next bill cycle.For Customers who request to pay the bill via bank account, they are required to submit “Direct Debit Authorisation” to the appointed bank in person and the application will be effective in around 4 to 6 weeks. Please click “Credit Card Auto-pay” or “Bank Account Auto-pay” to download the form.

hgc on air installs access points throughout each service location, which transmit a radio signal to a user's notebook computer or mobile device with wireless network. Customer launches their browser from within a hgc on air location and receives a login page to enter their user name and password. Once their account information is verified, they are able to connect to the Internet. With full connectivity to the Internet, customers can access any Internet resources, as well as any corporate networks to which they have access from the Internet.

Please visit www.hgcbroadband.com to check the Wi-Fi hotspot list.

Your computer or mobile device should have the utility programs that allow you to monitor link quality and signal strength. For Windows users, please check from Wireless Network Connection wizard that is built-in within system. For Mac users, please go on the Preferences > Network > AirPort section for detail.

The wireless signal of the Access Point usually can cover users within 50 meters range in a closed environment. The data rate will drop as the user is further away from the access point and wireless signal strength will be affected and become weaker.

Signal strength will be affected if the device or Access Point is placed near metal surfaces and solid high-density materials. If there are obstacles in the radio signal path between the Access Point and the devices, radio signal may either be absorbed or reflected. The coverage will hence be decreased. In addition, other products that operate in the 2.4GHz radio spectrum, including microwave ovens and some cordless phones, may cause interference. As a result, please keep away from microwave ovens when you are using the service.

In general, network card supports 802.11b/g/n and standard could be used to connect hgc on air Out-of-Home Wi-Fi service.

Yes. There is an idle timeout of 15 minutes. You will be disconnected from the ‘hgc on air' service when there is no data transfer between your device and the access points.

Yes, you are still connecting to the service. After you have waked your device up, you should be able to access the Internet without going through the login procedure. If not, please restart your device and try again. However, if the 15 minutes timeout session is reached, you need to login again before you can access the Internet.

No, you don't have to re-connect to the Wi-Fi network after your have re-started your computer or mobile device.

First of all, please check if you are connecting to a VPN. As some companies block access to the Internet after connecting to their VPN. Otherwise, this situation is usually due to poor wireless connectivity between your computer and the Access Point. You may need to change the position in order to improve the link quality. If it still does not work, please restart your device and try again. Please note that you are not required to re-login after reboot.

Yes, you cannot use hgc on air service without changing your system IP setting. Please refer to the user guide on how to configure your wireless LAN card to obtain IP addresses from remote server. For your own reference, please note down the original information before making any changes.

For the sake of security, your login name and password are well encrypted and delivered to the server over a secure channel using SSL. Furthermore, we suggested connecting your office server with VPN or encrypting your information before transmission.

If your employer has provided you with a virtual private network (VPN) client and a firewall, you can seamlessly access your corporate network. hgc on air service strongly recommends that its users take measures to ensure the security of their wireless connections, such as VPNs, encryption and firewalls. As with any wireless communication, the hgc on air service is not inherently secure and you should ensure you have adequate security safeguards in place.

Please make sure you have entered the correct login ID (HGC Broadband email address, including "@threebb.com.hk" or "@hgcbroadband.com" or "@net_yan.com") and password (HGC Broadband email password). Note that login ID and password is case-sensitive.

Firstly, please download the App from App Store or Google Play. Then follow the instructions in the App to enter your HelloWay number and registered mobile number. A validation code will be sent to you via SMS. Then enter the validation code and you can start using the service.

You can press the "Call me" button if you do not receive the validation code via SMS after two minutes. The system will call you and read out your six-digit validation code. No additional charge would be incurred for this call. The voice readout will be performed in Cantonese, Putonghua and English. For security reason, please enter the validation code within 15 minutes to activate the HelloWay service.

Receive incoming calls and make outgoing calls when using Wi-Fi or the data network.

HelloWay supports iOS 4.3 and Android OS 2.3.3 or above.

Call to HK: [HK telephone number] Call to another HelloWay number: [HelloWay number] Call to destinations other than HK: [International Access Code e.g. 0080] [Country Code] [Area Code (if any)] [Telephone number]

Your HelloWay number will be shown at the receiving end.

Yes. HelloWay is not required for another end. They can make call to your HelloWay number / receive your call by any fixed line or mobile phone.

The “HelloWay” service name will be shown in the HelloWay calling interface. You can also set another ringtone for HelloWay in order to distinguish the call from your mobile or HelloWay.

u can use either Wi-Fi or the data network to connect to HelloWay.

The default setting allows you to connect to HelloWay via Wi-Fi/Mobile Data. You can press “Others” > “Data Connection” and select “Wi-Fi only” to restrict your data network usage.

The default setting allows you to connect to HelloWay automatically when there is a data connection. You can press “Others” > “Connection Mode” to choose your preferred connection mode.

If you see the green button of “Connected” in the main user-interface, your HelloWay has been successfully connected. For Android devices, you will also see a HelloWay icon on the notification bar.

Yes. Since the service requires a data connection to making or receiving calls, you are recommended to ensure a stable data connection during the whole conversation.

Yes. You can download the App to your new handset and re-activate the service.

The HelloWay service charge does not include Wi-Fi or data network connection charges.

The HelloWay service charge does not include IDD or usage-based charges. To register or if you want to know more details IDD0080 rates, please call 2180 0080.

Please press “Contacts” to view the contacts. HelloWay will retrieve your contacts from your handset’s original contact list automatically.

Yes. Please press "Others" > "Ringtone" to customize your HelloWay ringtone.

Yes.

HelloWay supports call waiting to only one party and offline call forwarding to Hong Kong local phone number, but currently does not support call conference.

Please go to "Others" and select "Offline Call Forwarding" under “Settings”, you may enter the Hong Kong local phone number for call forwarding then press the "On" button to turn on the service.

Please go to "Others" and select "Offline Call Forwarding" under “Settings”, then press the "Off" button to turn off the service.

Yes.

Sometimes the data network or Wi-Fi connectivity may affect the performance of the service. Please check your handset's data network or Wi-Fi connection, and ensure the HelloWay service is turned on. If the voice quality of your HelloWay is not satisfactory due to network instability, you may try to use other Wi-Fi or data network connection with higher stability.

Android users please try to go to “Settings” > “Applications” in your handset to force stop the HelloWay App, then restart the HelloWay App. For iOS users, please double click the home button in your handset to completely exit the HelloWay App, then restart the HelloWay App.

Users using iOS 7 are required to allow HelloWay's access to phone's microphone. Please go to your phone's “Settings” > “Privacy” > “Microphone” to turn on the microphone of HelloWay.

HelloWay service can be used even when the smartphone has no mobile SIM under Wi-Fi connection.

Yes, you will need a RJ-45 socket to access to the service. However no need to worry about this as our installation team will take care of this for you.

We will attempt to use concealed wire if possible. If condition does not allow, we will install the exposed wire with the least exposure.

It depends on the location, please call our Sales Hotline 1226 or Customer Services Hotline:1223 for details.

Normally, installation of both the service and the RJ-45 socket will take around an hour.

You will need a LAN card to access the Internet. You can choose to use your own LAN card or an HGC LAN Card bought from us (HK$150 for desktop; HK$300 for notebook computer). Our installation team will download a user file in your PC. For installation of the LAN card (if applicable) and the user file, with no extra charge.

Yes. All you need is to install an Ethernet network interface card. You can choose to use your own LAN card or an HGC LAN Card bought from us (HK$300 each).

No, there will be no charge if the installation is not successful.

No. As HGC Broadband Services utilizes a separate line, your existing Residential Telephone Services will not be affected.

Unfortunately, no such service is available at the present moment. We will certainly be notifying our customers when it becomes available.

According to the terms and conditions of HGC Broadband Services, each HGC Broadband Services account can only be connected to one computer at any time. Under no circumstance will user be allowed to share the HGC Broadband Services account with more than one user at the same time.

We will not provide any on-site network line dismantle service.

Our package includes email services. The address name will be User_ID@hgcbroadband.com/ User_ID@threebb.com.hk. The storage capacity is 10MbB/1GB.

Yes, a simple email guide will provide you with the configuration. SMTP (Simple Mail Transfer Protocol) is an Internet protocol used for sending emails, while, POP (Post Office Protocol) is the Internet protocol used for receiving emails.

You may visit www.hgcbroadband.com, and click "Technical Support" to the configuration guide.

Yes. Please visit www.hgcbroadband.com and choose 'Technical Support' for details.

You may visit http://webmail.hgcbroadband.com to login your HGC RBS email account.

You may visit http://webmail.hgcbroadband.com to login your HGC RBS email account anywhere, so long as you can access World Wide Web there.

While we do advise the use of Windows 95 / 98 / ME / NT 4.0 / XP / 2000 (Chinese or English) for the time being, we do also evaluate other Operating Systems for RBS.

While we do advise the use of Windows 95/98/SE/ME/2000/ NT 4.0, or Macintosh OS 9 for the time being. However, we do also evaluate other Operating Systems in the market.

Currently, HGC Broadband Services provides speed up to 1Gbps*. As it is a dedicated bandwidth facility for individual users, the service is not affected by the number of users in the same building or area. However, speeds in accessing the Internet can vary due to a number of extraneous factors. These include bottlenecks suffered by the web server at the other end, who, for example, may not be able to deliver quality as high as 1Gbps*.

HGC RBS provides each individual user with up to 1Gbps* upstream and downstream bandwidth. Your bandwidth will not be affected by other customers.

Yes, a LAN card.

HGC technical support hour is 09:00 to 22:00 Yes, you can call our Customer Service Hotline on 1223 for technical support. Our service team will make sure your enquiry is directed to the right person.

Right click "My Computer" then choose "Properties", then "Device Manager" then "Network Card", then double click your left mouse button and make sure that there is no exclamation mark beside your network card.

Right click "My Computer" then choose "Properties", then "Hardware", then "Device Manager" then "Network Card", then double click your left mouse button and make sure that there is no exclamation mark beside your network card.

Right click "My Computer" then choose "Control Panel", then "Connect" and make sure that there is no exclamation mark beside your network card.

You may visit http://password.hgcbroadband.com to change password.

Go to "Control Panel", then "Network", then "Add", then "Protocol". At manufacturer column highlight "Microsoft" then choose "TCP/IP" under network protocol, then click "OK" to start the installation.

For most cases, you should mark "Automatically Obtain an IP Address", while DNS settings should be "Automatically Obtain an DNS IP Address".

We provide you with a real IP address.

We do not provide a static IP address currently.

We are sorry that only one IP address is provided to one HGC Broadband Services account, excepting special service plans, such as multi-user plan.

Yes. Our service also offers you a public IP address for interactive applications.

I'm afraid no such facility is available for the time being.

Not under normal circumstances, no. But not include monthly fee overdue.

HGC Broadband Services provides Internet Roaming Services. We introduce Internet Roaming Services with iPassConnect that can satisfy your communications needs where-ever you are. From now on, whenever, you travel for business or leisure, you can connect International computer networks through your HGC Broadband Services email account Login ID and Password, send or receive electronic mails. Currently, we cover more than 150 countries and 15,000 cities. You can keep in close contact with friends, relatives, business partners and clients anywhere in the world.

The user file helps to connect to the internet and assign public IP address.

Yes. For ftp access, our service uses the ftp passive mode.

LAN card LED: Normal ?V green light, if you could not get online, restart your computer. If you still could not get online, please check whether your LAN card settings are correct. To check the settings, click "My Computer", then "Control Panel", then "System", then "Device Manager", then "Network Card". Highlight the network card that is attached to the broadband connection and check if an exclamation mark is shown. An exclamation mark represents there is a problem with the driver program. To fix the problem, double click the network card and choose "Update Driver Program" from the "Driver Program" section and click "Next". Choose the appropriate driver program and click "From Disk" and insert the corresponding diskette. Pick the right path and click "OK" to install the program.

If you have tried to reset your Modem and reinstalled the driver program for your network card, please check out the settings for your Internet Explorer and try to update your IP address. For Internet Explorer, choose "Internet Options", then "Connections", then "Never Dial a Connection". From the "Local Network Setting", make sure "Proxy Server" is not marked. You can check your IP address by clicking "Start" menu, then "Run", then type "command" to start the DOS prompt. Type "ipconfig" to and check the IP setting of your LAN card. If the IP information shown is abnormal (begins with 169, etc.), get a new IP address and try again. To get a new IP address under Win2000, type "ipconfig /release" under DOS prompt then "ipconfig /renew".

Under Win2000, please click "Run" then enter command. At MS-DOS mode, please enter "ipconfig" to examine the IP address. If the address you find is an abnormal one, for instance, one that begins with 169, please obtain a new IP then try again. Under Windows, please enter "ipconfig /release" at MS-DOS mode, then enter "ipconfig /renew".

Please note that your login ID is the one you registered for your email account. The whole account name comprises of both your login ID and @hgcbroadband.com/ @threebb.com.hk. Your email account will not be working properly if you input only the information before @hgcbroadband.com/ @threebb.com.hk.

It might be a problem with individual site. If it happens to all websites, please close all applications and your browser, then reset the Modem and restart the computer.

Please choose "Internet Option" under your IE's pull down menu then click "Connections", then "LAN Setting". Unmark "Proxy Server" and click "OK" then restart your browser to reflect changes.

You don't need dial-up connection for HGC Broadband Services, you can remove this warning by clicking "Tools" under IE's pull down menu, then "Internet Options", then "Connections", then "Never Dial a Connection".

Reinstalled Windows, the LAN card driver and browser (e.g.Internet Explorer) then contact our Customer Service Hotline at 1223.