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General Enquires
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Installation Enquires
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Technical Enquires
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LAN Card
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TCP/IP
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Email Account
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Others
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Trouble Shooting
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General Enquiries
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| Q1. |
When will HGC Residential Broadband Service
(RBS) come into service? And what will service coverage be like?
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HGC RBS was launched in August, 2000. Our coverage continues
to expand throughout Hong Kong as we work towards our target
to serve every single customer who is interested in our services.
Until June 2005, our coverage of service has reached 1.2 million households allover
Hong Kong. For enquiry, please visit http://www.hgcbroadband.com or call our
24-Hour Sales Hotline 1226.
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| Q2. |
Is there any criteria in applying for HGC RBS?
What are the procedures and service charges? |
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You will need a PC with a Microsoft Windows 98
Operating System or above and standard configuration. You also
need a LAN card, which you can either purchase yourself or buy it from
us. For application procedures and service charges,
please visit http://hgcbroadband.com or call our 24-Hour Sales Hotline
1226, our customer service team will be happy to provide full details. |
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| Q3. |
What is the difference between RBS and ordinary
dial-up services? |
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The transmission speed for ordinary dial-up service
operates at 56Kbps, while HGC RBS supports speed up to 1Gbps*
Additionally, HGC RBS enables you to always "stay on-line" without
the need to dial-up every time you need to get connected. It
is independent of your telephone line and no PNETS charge apply. |
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| Q4. |
What technology do you use? Is this different
from other service providers? What are the advantages? |
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Currently, we use state-of-the-art GigaEthernet
technology over a 100% optical fibre network, providing you
with symmetrical upload and download speeds. As such, you can
enjoy large data transfers and Internet access at amazing speeds.
Additionally, extended applications, such as quality video conferencing,
net meetings etc., as well as other services that require large
bandwidth are now possible. |
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| Q5. |
Apart from the pricing, what are the differences
between RBS and Business Broadband Services (BBS)? Can I apply
for RBS under my own name on behalf of the company? If not,
why? |
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BBS has been designed to cater for the business
and corporate environment, providing the ability to share service
resources among the staff within the company. It provides a
business network and as such works completely different to
RBS's dedicated local, China and international bandwidth. We
therefore only accept BBS applications from companies with a
business registration. |
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| Q6. |
I am a Hutchison customer using your onnet/IDD/
mobile/other services. If I sign up for RBS as well, will there be
any special offers or discounts? |
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Currently we are providing various offer packages
for customers. Please call our 24-Hour Sales Hotline 1226 for details.
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| Q7. |
Who is HGC's network supplier in the US? |
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Our international connections are supported by
NTT, Flag and other leading international carriers.
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| Q8. |
By what channels I can receive the bill statement? |
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E-bill will be sent to your email address on around 8th of
every month. You may also register the "HGC Online" to view your bills via
the web. For details, please visit http://online.hgc.com.hk.
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| Q9. |
May I check the bill statement online? |
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You may visit http://online.hgc.com.hk to register our HGC
Online service, then login this webpage to check latest bill statement on
around the 8th of every month. You may also view bill statements of the
latest 3 months anytime.
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| Q10. |
Would it be no e-bill statement to be sent anymore,
if I registered HGC Online service? |
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Under this circumstance, we are sorry for
no e-bill to be sent anymore.
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| Q11. |
Is there any charge for paper bill statement by
post? |
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There will be HK$20 for every paper bill statement
by post.
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Installation Enquiries |
| Q1. |
Is there a need to install a telephone socket?
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Yes, you will need a RJ-45 socket to gain access
to the service. However you do not need to worry about this
as our installation team will take care of the matter for you.
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| Q2. |
Will Hutchison Global
Communications install concealed wire for me? |
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We will attempt to use concealed wire if possible.
If condition does not allow, we will install the exposed wire with
the least exposure. |
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| Q3. |
What is the lead time from service
application to installation? |
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It depends on the location, please call
our 24-Hour Sales Hotline 1226 for details. |
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| Q4. |
How long will it take to install? |
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Normally, installation both of the
service and the RJ45 socket will take around an hour. |
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| Q5. |
Is it necessary to install any software or
hardware to access the Internet? If yes, will HGC staff carry
out the installation? Will any extra charges apply? |
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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,
there is no extra charge. |
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| Q6. |
Are there any PC requirement for the installation
of RBS? Also, will I need any extra equipment or supplementary
accessory? |
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We do suggest that your minimum PC configuration
consist of |
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- A Pentium 166MHz (or higher) IBM compatible
standalone PC with 32MB RAM |
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- 10/100 Base Tx Ethernet Card |
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- CD-ROM Drive and Floppy disk Drive |
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- Windows 95 / 98 / ME / NT4.0 / XP / 2000 (Chinese or
English) |
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- Macintosh OS 9 or above |
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| Q7. |
Can I install Hutchison Global Communication
Residential Broadband Services with my notebook computer? |
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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). |
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| Q8. |
If installation fails, will any charge be incurred? |
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No, there will be no charge if the installation
is not successful. |
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| Q9. |
Will the quality of my Residential Telephone Services
be affected by the installation of Hutchison Global Communications
Residential Broadband Services? |
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No. As Residential Broadband Services utilizes a
separate line, your existing Residential Telephone Services will not
be affected. |
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| Q10. |
We currently use 56K dial-up service. Do we have
to terminate our dial-up service to subscribe to RBS? |
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That isn't necessary. We install a dedicated line
for RBS so it doesn't affect dial-up customers in any way. |
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| Q11. |
Do you monitor the total usage of individual
user? Does this service incur any extra charge? |
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Unfortunately, no such service is available at
the present moment. We will certainly be notifying our customers
as and when it becomes available. |
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| Q12. |
Can I share my Hutchison Global Communications
Residential Broadband Services account with more than one computer
at the same time? |
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According to the terms and conditions of Hutchison
Global Communications Residential Broadband Services, each Hutchison
Global Communications Residential Broadband Services account can only
be connected to one computer at any time. Under no circumstance will
user be allowed to share the Hutchison Global Communications Residential
Broadband Services account with more than one user at the same time. |
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| Q13. |
Is there any on-site service to dismantle my network
line if I cancel my Hutchison Global Communications Residential Broadband
Services? |
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We will not provide any on-site network line dismantle
service. |
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Technical Enquiries |
| Q1. |
Our company is not using Windows? Can we subscribe
to your service? |
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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. |
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| Q2. |
What OS do I need on my terminal to enjoy your RBS?
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The following Operating Systems support our RBS: |
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- Windows 95/98/SE/ME/NT4.0 and Windows 2000 professional. |
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- Macintosh OS 9 or above |
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| Q3. |
Can I use another OS apart from Microsoft
Windows for HGC's Residential Broadband Service? |
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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. |
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| Q4. |
What is RBS's transmission speed? Is the speed guaranteed? |
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Currently, HGC RBS 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*. |
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| Q5. |
Does the bandwidth work on a shared basis? If more then one
customer is using it, will the bandwidth be affected? |
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HGC RBS provides each individual user with up to 1Gbps* upstream and
downstream bandwidth. Your bandwidth will not be affected by other customers. |
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LAN Card |
| Q6. |
Will I need a Broadband Card? |
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Yes, a LAN card. |
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| Q7. |
My PC is not equipped with a LAN card,
do I have to buy one? |
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Yes. You can buy a HGC LAN Card from us (HK$150)
during installation. While the LAN card for a notebook will cost
the customer HK$300 and a request needs to be made in advance. |
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| Q8. |
Do you provide 24-hour technical support? |
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RBS technical support hour from 09:00 to 22:00
Yes, you can call our 24-hour Customer Service Hotline on 1222 for
technical support at any time. Our service team will make sure your
enquiry is directed to the right person. |
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| Q9. |
How can I confirm that I have
installed my LAN card driver under Win 98 or ME? |
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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. |
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| Q10. |
How can I confirm that I have installed
my LAN card driver under Win2000? |
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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. |
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| Q11. |
How can I confirm that I have installed my
LAN card driver under Win NT Workstation? |
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Right click "My Computer" then choose "Control Panel",
then "Connect" and make sure that there is no exclamation mark beside your
network card. |
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| Q12. |
Where can I download PPPoE installer in case I
changed my PC or formatted hard drive? |
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WIN98, Me and 2000 users may visit
http://pppoedialer.hgcbroadband.com to download PPPoE installer. Win XP
users may use the default installer in XP. For Mactintosh users, please call
our Customer Service Hotline 1222 for details. |
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| Q13. |
How can I change my PPPoE or mail password? |
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You may visit http://password.hgcbroadband.com to
change password. |
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TCP/IP |
| Q14. |
How can I install TCP/IP? |
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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. |
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| Q15. |
How should I configure my "TCP/IP" settings? |
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For most cases, you should mark "Automatically Obtain an IP Address",
while DNS settings should be "Automatically Obtain an DNS IP Address". |
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| Q16. |
Does Hutchison Global Communications Residential Broadband
Services provide me with a real or virtual IP address? |
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We provide you with a real IP address. |
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| Q17. |
Can I have a static IP? |
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We do not provide a static IP address currently. |
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| Q18. |
If I want more than one IP address,
what should I do? |
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We are sorry that only one IP address is provided to
one HGC RBS account, excepting special service plans, such as multi-user
plan. |
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Email Account |
| Q19. |
Does RBS provide email services? If yes, what
will my email address be? What is the storage capacity? |
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Our package includes email services. The address
name will be User_ID@hgcbroadband.com. The storage capacity is 10Mb. |
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| Q20. |
Will the email service include SMTP and the POP
server? |
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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. |
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| Q21. |
How to configure hgcbroadband.com email account? |
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You may visit www.hgcbroadband.com, and click "Customer Service",
then "Help" to the configuration guide. |
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| Q22. |
Can the email service of HGC RBS be used under
OUTLOOK EXPRESS and NETSCAPE? |
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Yes. Please visit http://www.hgcbroadband.com and choose 'Customer Service > Help' for details. |
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| Q23. |
Apart from OUTLOOK EXPRESS and NETSCAPE, is there
another way to login my HGC RBS email account? |
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You may visit http://webmail.hgcbroadband.com to
login your HGC RBS email account. |
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| Q24. |
Can I login my HGC RBS email account anywhere? |
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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. |
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| Q25. |
How can I create Login / E-mail Account for Webmail? |
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For customers using DHCP to connect internet, please visit
http://webmail.hgcbroadband.com/mail/english/index.jsp and click
"Create Account", or visit http://install.hgcbroadband.com/createemail/,
then enter your Circuit ID and Authentication Code* to create account.
For customers using PPPoE to connect internet, please visit
http://install.hgcbroadband.com/createlogin/, then enter your Circuit ID and
Authentication Code* to create account.
* You may check your Circuit ID and Authentication Code in the "Installation
Guide for HGC Residential Broadband Service" which our technician provided
to you on the service installation day. |
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Others |
| Q26. |
If I subscribe to RBS, will I be able to enjoy video
conferencing and other interactive applications? |
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Yes. Our service also offers you a public IP address
for interactive applications. |
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| Q27. |
Is there any record or report that can list our
on-line applications? |
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I'm afraid no such facility is available for the time being.
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| Q28. |
Will RBS be disconnected for any reason? |
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Not under normal circumstances, no. But not include
monthly fee overdue.
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| Q29. |
Will there be free 56K dial-up service? |
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We have no free 56K dial-up service for the time being.
However, we are providing quality and economical 56K dial-up service for
our RBS customers. Please visit http://www.hgcbroadband.com and
choose 'My VAS > HGC VAS Services > Extra 56K dial-up' for details.
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| Q30. |
What is Internet Roaming Services? Is Hutchison Global
Communications Residential Broadband Services provide those value added
services? |
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Hutchison Global Communications Residential 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 hgcbroadband.com 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.
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| Q31. |
How to apply Hutchison Global Communications Residential
Broadband Internet Roaming Services? Any registration and installation fee? |
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For details, please visit "My VAS", then "HGC VAS Services", and click "Internet Roaming".
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| Q32. |
What does the user file installed in my home PC do? |
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The user file helps to connect to the internet and assign
public IP address.
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| Q33. |
Where can I get the user file? |
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WIN98, Me and 2000 users may visit
http://pppoedialer.hgcbroadband.com to download PPPoE installer.
Win XP users may use the default installer in XP. For Mactintosh users,
please call our Customer Service Hotline 1222 for details.
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| Q34. |
Can I use ftp on HGC RBS? |
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Yes. For ftp access, our service uses the ftp passive mode.
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| Q35. |
Can I use ICQ or Net-meeting with Hutchison Global
Communications Residential Broadband Services? |
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Yes. |
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Trouble Shooting |
| Q1. |
The LED of my LAN card is on, How come I still could not get online? |
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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. |
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| Q2. |
I am using DHCP to connect internet, my Modem lights and LAN
card lights are normal, how come I could not get online with Microsoft Windows?
What should I do? |
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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". |
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| Q3. |
I am using DHCP to connect internet, even though I have an
IP address that starts with 192, I could not get online. What should I do? |
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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". |
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| Q4. |
Why couldn't I login my email box? |
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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. Your email account will not be working properly if you
input only the information before @hgcbroadband.com. |
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| Q5. |
What does my download and upload speed be so slow? |
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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. |
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| Q6. |
When I am surfing the net, the words "Detecting Proxy"
appears and the page opens slowly. What should I do? |
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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. |
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| Q7. |
I have just reinstalled my Windows and whenever I open the
IE software, the connection wizard keeps popping up. What shall I do? |
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You don't need dial-up connection for Hutchison Global Communications
Residential 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". |
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| Q8. |
Why couldn't I get online after formatting my computer?
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Reinstalled Windows, the LAN card driver and browser
(e.g.Internet Explorer) then contact our 24-hour Customer Service Hotline at
1222. |
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| Q9. |
I could not display Chinese or japanese characters with IE?
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From IE's pull down menu, click "View", then "Encoding",
then "Traditional Chinese" or "Japanese". |
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| *The speed up to 1Gbps means the broadband speed between building terminal and user terminal. It is based on the network coverage and network construction of user's building. |
