SmarTone Fibre Broadband

Q1How can I subscribe to SmarTone Fibre Broadband?

A1 To subscribe, simply visit any SmarTone stores or through Online subscription.

Q2When is the earliest possible installation date?

A2The earliest installation date is the fourth working day after receiving your request pending on the availability of our technical team.

Q3What are the payment options?

A3We accept credit card autopay.

Q4Is a contract required for the service?

A4All service subscriptions required a 24-month contract.

Q5Is there any installation fee?

A5First Installation fee is waived.

Online Subscription

Q1Which payment method is accepted for online subscription?

A1Online subscription must be made by credit card.

Q2How can I know the online subscription is completed?

A2A confirmation email will be sent to the registered email upon completion of service subscription.

Others

Q1If the rental equipment needs repairing, do I have to pay for it?

A1If the error/problem is caused by the network or the rental equipment itself, no fee will be charged.

Q2Does the equipment belong to me?

A2The Fibre Broadband equipment for HomeBroadband 200, HomeFibre 500 and HomeFibre 1000 do not belong to the subscribers. Upon service termination, you must leave the full set of SmarTone Fibre Broadband equipment including the Optical Network Terminal (“ONT”), ONT adaptor for ONT, Remote and Adaptor at the designated service address.

If the Customer does not return the equipment or the equipment is lost or damaged upon return, the Company will charge the Customer of HomeFibre 1000 service HK$1,500 for Optical Network Terminal and/or HK$100 for Adaptor and/or such other charges at such rates as specified by the Company from time to time. If the Customer does not return the equipment or the equipment is lost or damaged upon return, the Company will charge the Customer of Home Broadband 200 service HK$500 for Broadband Network Terminal and/or HK$100 for Adaptor and/or such other charges at such rates as specified by the Company from time to time.

Q3How to arrange service relocation?

A3If the Customer terminates the Service as a result of moving to an area without the Company’s service coverage, the Customer will be released of all its obligations under this fixed term contract and will not be required to pay any liquidated damages.

If the Customer terminates the Service during the first 365 days, the Customer shall pay the Company a HK$680 handling charge in addition to the liquidated damages.

Q4How much does it cost if I want additional equipment and on-site services?

A4Please refer the charges of additional equipment, replacement equipment and additional services in the below table.

Additional and Replacement Equipment
Replacement of Optical Network Terminal "ONT"	HK$1,500
Replacement of Optical Network Terminal – Adaptor	HK$100

Additional Services
On-site Checking & Maintenance Fee*	Each service - HK$400
Service Reconnection Fee (after termination)	HK$680
On-site Broadband Equipment Reconnection Fee	HK$400
Cable Rewiring Fee	HK$400
Relocation Fee	HK$680
On-site Equipment Collection Fee	HK$300

* The charges also apply for cases where on-site checking or maintenance is required (except for any error/problem caused by the network or rental equipment)

Trouble Shooting

Q1Why is my Internet connection so slow?

A1The 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.