SmarTone Fibre Broadband

  1. When is the earliest possible installation date?
  2. The earliest installation date is the next working day after receiving your request pending on the availability of our technical team.
  3. Does the equipment belong to me?
  4. The Fibre Broadband equipment do not belong to the subscribers. Upon service termination, you must return the full set of SmarTone Fibre Broadband equipment to any SmarTone store within 14 days. If the equipment is lost or damaged, the customer must pay for each piece of broadband equipment that is lost or damaged.
  5. I want to relocate the service, how long will I have to wait for relocation and what is the relocation fee?
  6. The earliest installation date is the next working day after receiving your request pending on the availability of the technical team. The relocation fee cost $680.
  7. How much does it cost if I want additional equipment and on-site services?
  8. Please refer the charges of additional equipment, replacement equipment and additional services in the below table.
    9. Additional and Replacement Equipment
    Additional Wallplate with Installation Each unit – HK$250
    Replacement of Optical Network Terminal "ONT" HK$1,500
    Replacement of Optical Network Terminal – Adaptor HK$100
    Replacement of Fibre Patch Cord HK$50
    Replacement of Broadband Network Terminal HK$500
    Replacement of Broadband Network Terminal – Adaptor HK$100
    Replacement of HomeTel Box HK$700
    Replacement of HomeTel Box Adaptor HK$100
    Replacement of HomeTel Cables HK$50
    Additional Services
    On-site Checking Fee* Each service - HK$200
    On-site Checking & Maintenance Fee** Each service - HK$400
    Service Reconnection Fee (after suspension) HK$680 /HK$1,500
    (Depending on the relocation address & signed service plan)
    On-site Broadband Equipment Reconnection Fee HK$680 /HK$1,500
    (Depending on the relocation address & signed service plan)
    Cable Rewiring Fee HK$400 /HK$1,500
    (Depending on the relocation address & signed service plan)
    Relocation Fee (Broadband or Broadband & HomeTel) HK$680
    Socket Relocation Fee Each unit – HK$250
    Subsequent HomeTel Installation Fee HK$200
    Change Telephone Number Fee HK$100
    * Charges apply for cases where on-site checking or maintenance is required (except for any error/problem caused by the network or rental equipment)

Online Subscription

  1. Which payment method is accepted for online subscription?
  2. Payment for the first month's fee must be made by credit card. For SmarTone customers, subsequent service fees will be charged to the SmarTone monthly bill following the current payment method. For non-SmarTone customers, the same credit card will be used for the first month's and subsequent months' service fees.
  3. How can I know the online subscription is completed?
  4. A confirmation email will be sent to the registered email upon completion of service subscription.

HomeTel and Home Wi-Fi

  1. Can I only subscribe to 'HomeTel and Home Wi-Fi'?
  2. 'HomeTel and Home Wi-Fi' is applicable to designated service plan. If you need to subscribe HomeTel and Home Wi-fi independently, please call our hotline 2880 2688 for details.
  3. Do I need to install SmarTone Fibre Broadband and 'HomeTel and Home Wi-Fi' at the same address?
  4. Yes, you need to install SmarTone Fibre Broadband and 'HomeTel and Home Wi-Fi' at the same address.
  5. Can I set 'Home Wi-Fi' myself?
  6. Yes, you can change your Wi-Fi setting anywhere, anytime through 'WiFi CARE' App.
  7. What is the function for 'WiFi CARE' App?
  8. ‘WiFi CARE’ App can manage the multiple devices in one account, change SSID and Wi-Fi passward, check the connected devices’ status, set the guest Wi-Fi and change the network setting.
  9. How to download the 'WiFi CARE' App?
  10. You can download APP at Google Play(here) or APP Store(here) .
  11. Do you have user guide for 'WiFi CARE' App?
  12. You can click here to download the Android version or click here to download the iOS version.
  13. Can I port in my existing home number for "HomeTel"?
  14. Yes. Simply visit our stores and our store staff will help you make the necessary arrangement.
  15. How long is for the porting of ‘HomeTel’ number?
  16. Please reserve at least 7 working days which is based on the requirement of different operators.
  17. What are the charges for IDD 001 on "HomeTel"?
  18. Please click 001IDD for IDD charges.
  19. Are there any security measures to prevent the unauthorised use of IDD 001 on "HomeTel"?
  20. Yes, you can avoid unauthorised use of IDD 001 by turning on the IDD password controls via our service hotline. Then follow the below steps to make an IDD calls with your 6-digit PIN. For new SmarTone customers, a 6-digit PIN will be assigned to you after service activation.

myTV SUPER Service

  1. What is the basic requirement for my TV sets, mobile phones and tablets for using the service of myTV SUPER?
  2. Suggested requirement for using myTV SUPER:
    1. TV Sets:With HDMI inputs
      Network Connection with myTV SUPER Box: suggested to use 30Mbps or above broadband service
    2. Smartphones: Operation System: iOS 9.0 or above, Android 4.4 or above
    3. Tablet PCs: Operation System: iOS 9.0 or above, Android 4.4 or above
      Network Connection: suggested to use WiFi or 3G/4G LTE network
    4. Web browsers: Operation System: Windows 7 or above, Mac OS 10 or above
      Internet Browser: Internet Explorer 11.0 or above, Safari 8 to 11, Chrome 59.0 or above, Microsoft Edge 38 to 40 and 42
      Network Connection with myTV SUPER Web: suggested to use 30Mbps
  3. What is the required broadband transmission for enjoying myTV SUPER service?
  4. The basic bandwidth requirement for myTV SUPER Box: 4Mbps or above / 12Mbps or above (for 4K program)
    The basic bandwidth requirement for myTV SUPER mobile app: 1.5Mbps or above
    The basic bandwidth requirement for myTV SUPER Web: 1.5Mbps or above
  5. Besides basic pack, can I purchase extra channels/programs for myTV SUPER ?
  6. Yes. Customer can purchase extra channels/programs via myTV SUPER BOX / APP. If customer terminate the basic pack before the contract term of purchased extra channels/programs, please enquiry myTV SUPER for the arrangement.

Norton Service

  1. Where can I download the applications and how to use?
  2. Click here to tutorial videos to learn more.

Free WiFi Hotspot Service (The availability depends on the fibre broadband service plan)

  1. How can I use SmarTone Fibre Broadband's free WiFi service?
  2. Upon successful installation of SmarTone Fibre Broadband, simply select "Y5Zone" SSID at WiFi hotspots and then enter the username and password to login for free WiFi access.
  3. Where can I enquire about the WiFi hotspot locations?
  4. To check WiFi hotspot locations, please click here. SmarTone Fibre Broadband offers over 11,000 WiFi hotspots covering Hong Kong people's most visited places such as shopping malls, restaurant outlets and fast food chains etc.
  5. What are the minimum OS requirements for using the free WiFi service?
  6. The minimum OS requirements for using the free WiFi service:

    Smartphone and tablet
    iOS, Android OS 1.5 or above, Windows Mobile 6.0 or above, Symbian S60 (Version 3) or above/UIQ 3.0 or above

    Windows
    Intel Pentium IV or above processor
    1GB or above system memory
    IEEE 802.11b/g/n WiFi compatible wireless card
    Microsoft Windows XP, Vista or 7 above
    Microsoft Internet Explorer 7 or above/Firefox 4 or above

    Mac
    Mac mini, iMac, Mac Pro and MacBook or above
    Mac OS X or aboveMac OS X or above
    256MB system memory
    Mac AirPort (IEEE 802.11 b/g/n /WiFi Wireless LAN card)
  7. What should I do if I fail to login?
  8. Please verify whether you have entered the correct username and password. Please note that usernames and passwords are case-sensitive.

Others

  1. What do I have to do if the WiFi Router or HomePlug needs repairing?
  2. Please download and print the installation form from My Account, bring it together with your WiFi Router or HomePlug to the designated service centres.
  3. If the rental equipment needs repairing, do I have to pay for it?
  4. If the error/problem is caused by the network or the rental equipment itself, no fee will be charged.

Trouble Shooting

  1. Why is my Internet connection so slow?
  2. The actual speed of your broadband connection is affected by multiple factors:
    • Running too many applications on your computer concurrently. Please close some opened applications that are not in use.
    • Multiple computers or Internet devices are simultaneously connected to the broadband router. The Internet access speed could be reduced because the broadband connection is shared by other computers or Internet devices.
    • Poor computer hardware or software performance. Please refer to your computer system configuration for recommended settings.
    • Poor WiFi signal reception due to the distance from the broadband router to Internet devices as well as interferences and physical obstacles. You may place your router near the centre of the house for better WiFi coverage in any direction to improve performance.
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