HGC Broadband customers who subscribe to myTV SUPER Value-added Optional Pack, will enjoy monthly discount1,2. Limited time offer, don’t miss the chance!
|Service 4||Offer details||Minimum Subscription Period 2|
|myTV SUPER Service Package A ||12months,|
Free 6 months
Free 16 months
|myTV SUPER Service Package B||24months,|
Free 16 months
* Only applicable to designated existing HGC Broadband Customers at selected buildings.
1. The "myTV SUPER Service Experience Guarantee Program" (the "Service Guarantee") is only applicable to customers who registered and installed "myTV SUPER - Optional Pack" successfully.
2.The "Service Guarantee" guarantees that subscriber shall enjoy smooth streaming of specific myTV SUPER video contents which are stored in HGC Global Communications' data center with designated myTV SUPER Box when connecting to HGC's Home Broadband Service, which means no buffering or freezing time for 10 seconds or above per hour and no more than 10 buffering time per hour.
3.Specific System Requirements for participating in the "Service Guarantee": Official Hong Kong version of myTV SUPER Box authorized by TVB.COM Limited or other systems as required by HGC Global Communications from time to time. The myTV SUPER Box is required to be connected to the designated HGC Global Communications' Modem Ethernet port directly. The original setting of myTV SUPER Box, software, applications and their settings, and hardware equipments or cable should be in place.
4.The minimum bandwidth requirement of the "Service Guarantee"is 100Mbps or above ("Minimum Bandwidth Requirement"). If subscriber moves to a new premises which cannot meet the Minimum Bandwidth Requirement, the experience of the Service may be affected and the "Service Guarantee" will not be applicable. However, subscriber is still required to pay the subscription fee for the remaining months of the Minimum Subscription Period if the fixed contract period has not expired.
5.HGC Global Communications shall not offer the Service Guarantee under circumstances listed below:
I. Subscriber does not equip with the systems that meet the Specific System Requirements as set out in Clause 3 above.
II. Subscriber does not turn off Broadband Phone or Broadband Television when connecting to the Home Broadband Service. The Broadband transmission quality shall be affected by any usage of Broadband Phone or Broadband Television. Therefore, subscriber must switch off the aforesaid devices to ensure smooth streaming of video contents.
III. Broadband service of the subscriber shall be affected by the software or applications installed by the subscriber in myTV SUPER Box or by the signal delay/ fault/other related factors in the system for the provision of my TV SUPER service, which cause the failure in achieving the guaranteed standard. IV. Periodic or emergency network maintenance or network upgrading works resulting in internet service suspension or lower transmission speed or other circumstances and situations that HGC Global Communications cannot reasonably foresee or control.
6. Criteria for declaration of not meeting the Service Guarantee (the "Declaration")
I. Being a subscriber of the "myTV SUPER - Optional Pack" or has registered the "Service Guarantee"; and
II. Having met the abovementioned Specific System Requirements.
7. Procedures for Declaration:
I. For subscriber who meets the Declaration criteria and considers that HGC Global Communications has failed to provide the guaranteed standard, please call HGC Broadband Customer Services Hotline 1223. HGC Global Communications customer service representative shall guide the subscriber to conduct a preliminary test for the network over the phone.
II. If HGC Global Communications' customer service representative identifies that the failure of HGC Global Communications in providing the guaranteed standard was caused by potential network problems, HGC will send a technician to conduct an onsite test for the subscriber.
8. Definition of "Affected day"
I. Number of days counted from the date that HGC Global Communications' customer service representative replied and confirmed the Declaration by the subscriber to the date that service resumed normal. It includes two periods of time:
a. Period waiting for maintenance (starting from the date that the Declaration was replied and confirmed to the subscriber until one day before the onsite test date); and
b. Maintenance period after onsite test (starting from the date of onsite test until the day that maintenance job completed).
II. Under circumstances listed below, when HGC Global Communications confirmed that the service failed to achieve the guaranteed standard and calculate the amount of compensation, "Period waiting for maintenance" shall be limited to a maximum of two days:
a. Subscriber does not accept HGC Global Communications' arrangement of onsite testing.
b. Onsite testing by HGC Global Communications' technician could not be arranged within two days due to restrictions of management office of the premises.
c. HGC Global Communications is unable to conduct onsite testing as scheduled due to any unforeseeable and uncontrollable circumstances.
d. HGC Global Communications' technician is unable to contact the subscriber at the time scheduled for on-site testing.
9. Testing Method and Compensation Principles
I. HGC Global Communications' technician shall visit and conduct onsite testing at subscriber's premises according to the appointed schedule. However, HGC Global Communications shall not conduct any inspection or system settings of subscriber's television.
II. Technician of HGC Global Communications shall be equipped with the CAT5-E or fiber cable and specific model of device to access to the internet through HGC Global Communications Modem Ethernet port, and show the network testing result to subscriber on the spot.
III. Based on the onsite testing result, HGC Global Communications shall determine whether its broadband service achieved the standard of the Service Guarantee and whether the procedures for compensation can be proceeded with. HGC Global Communications reserves the right of final decision. If the onsite test result indicates that HGC Global Communications has achieved the standard guarantee under the "Service Guarantee" program or if, after investigation, the problem is found to have been caused by the subscriber (such as subscriber's failure to equip with the system that meets the Specific System Requirements), HGC Global Communications shall levy an onsite inspection charge of HK$150 on the subscriber.
I. According to the results of onsite test, if the broadband services provided by HGC Global Communications to subscriber fail to achieve the standard of "Service Guarantee", HGC Global Communications shall compensate the subscriber with an amount equal to twice of the service fee charged for the number of "Affected day" calculated on a pro-rata basis. (Compensation amount = [(Service charge of that billing cycle/no. of day for that billing cycle) x "Affected day"] x 2).
II. Compensation amount shall not exceed the monthly service fee of that billing cycle of the account payable for the subscriber, and hence compensation will not be applicable to any month with free service fee offered by HGC Global Communications.
11. HGC Global Communications provides the "Service Guarantee" subject to its terms and conditions which may be revised from time to time without prior notice. HGC Global Communications reserves the right of final decision and all rights to revise the testing standards and compensation principle and to cancel the "Service Guarantee" program anytime.