HGC Broadband Service

At HGC Global Communications, we highly value our customers and their satisfaction. HGC uses an extensive "Fibre-To-The-Building" ("FTTB") telecommunications network in Hong Kong to offer high speed broadband service for today's bandwidth-intensive applications. HGC's FTTB network connects over a million of households with seamless connection to the Internet. We are one of the first telecommunications operators who use Gigabit Ethernet technology to provide high speed broadband service. We also provide dedicated symmetrical transmission speed from 10 mega bits per second (Mbps) to 1 giga bits per second (Gbps)* to residential users in Hong Kong.

​​​Our Promises to Customers​

  1. Stable ConnectionHGC provides a stable underground fibre-optic network with network monitoring and technical support. Customers can enjoy a fast, stable and reliable connection to the world of information.
  2. Quality ServiceWith our premium network planning, HGC provides a symmetrical upload and download speed from 10Mbps up to 1Gbps. This ensures customers will enjoy the good quality of service for different type of applications.
  3. Reliable Service ProvisioningWhen customers sign up HGC broadband service, we will have the installation will be completed and, commissioned in the pre-assigned time frame and our customers will be well-informed for the progress of work.
  4. Satisfactory Customer Service and Technical Support ResponsivenessHGC's customer service centre and technical help desk will respond to customer enquiries promptly in accordance with world-class service standards.
  5. Prompt Handling FeedbackThe customer service hotline and technical help desk is an easy and fast way to answer customer enquiries and provide instant feedback on service issues. Every incoming enquiry will be logged and acknowledged until the customers' queries are satisfactorily handled.

Our Performance Pledge​

Last-update date: 24 April 2019

​​​(A) Service Availability

​ITEM DESCRIPTION​ ​​PERFO​​​RMANCE TARGET ACTUAL AVERAGE PERFORMANCE​
​​ ​ ​ ​ 2018
Q3
2018
Q4
2019
Q1
2019
Q2
Local network availability​ 99.99% ​100%​​ 100% 100% ​100%
Mean-time-to-repair (MTTR) on core broadband network​ - repair within 2 hours for major network outage​ 99% 100% 100% 100% ​100%
Service restoration time for individual customers - restore within 2 working days (note​ 1) 99% 90.35% 93.47% 99.78% 99.21%

(B) Network Performance (note 2)​​ - Network latency (in terms of round-trip-delay) to named international / local websites:​​

​ITEM DESCRIPTION​ ​​PERFORMANCE TARGET ACTUAL AVERAGE PERFORMANCE ​
​​ ​ ​ ​ 2018
Q3
2018
Q4
2018
Q1
2019
Q1
WWW.JPIX.CO.JP/​ (INTERNATIONAL WEBSITES) 70 ms​ 51.18ms ​52.27ms ​53.11ms 52.22ms
​LINKEDIN.COM​​(INTERNATIONAL WEBSITES) 180 ​ms 153.96ms ​148.80ms ​148.29​ms 157.78ms
WWW.TFN.NET.TW(INTERNATIONAL WEBSITES)​ 40 ms 24.81ms ​25.11ms ​25.38​ms 27.31ms
WWW.APPLEDAILY.COM.HK(LOCAL WEBSITES​) ​​3 ms​ 0.62ms ​0.57ms ​0.84​ms 0.91ms

(C) Customer Enquiry Handling​

​ITEM DESCRIPTION​ ​​PERFORMANCE TARGET ACTUAL AVERAGE PERFORMANCE ​
​​ ​ ​ ​ 2018
Q3
2018
Q4
2019
Q1
2019
Q2
CALL ANSWERING TIME BY OPERATOR - CALL ANSWERED WITHIN 30 SECONDS (NOTE 3) 85%​ 91% 92% ​93% 92%

(D) Customer Complaint Handling​​

​ITEM DESCRIPTION​ ​​PERFORMANCE TARGET ACTUAL AVERAGE PERFORMANCE ​
​​ ​ ​ ​ 2018
Q3
2018
Q4
2019
Q1
2019
Q2
​COMPLAINT ACKNOWLEDGEMENT (NOTE 4) - ACKNOWLEDGED WITHIN 1 WORKING DAY UPON RECEIPT DURING OFFICE HOURS​ 90% 99% 99% ​99% ​99%
COMPLAINT HANDLING (NOTE 4) - COMPLAINT RESOLVED WITHIN 3 WORKING DAYS 90% 98% ​99% ​99% ​99%

Note:

  1. The targeted service restoration time does not cover the following situations:​​
    1. Working hours include 09:00 to 17:00 on Monday to Friday except Public Holiday.
    2. The appointment of site visit offered is rescheduled to a later time at customer's request.
    3. The customer's premise is inaccessible or coordination with a third party for horizontal wiring and/or termination of socket is required.
    4. Power failure at the relevant building.
    5. Additional time required for the approval issued by the building management office, building nominated contractor(s) and/or the customer.
    6. Natural disaster.
    7. Major cable fault that is out of HGC's control.
    8. Weather constraints including severe thunderstorm, black rain or typhoon signal number 8 or above.
    9. Building which is not readily accessible, or is located in outlying island, restricted areas or hilltops.
    10. The maintenance work to be performed by a third party, and will involve temporary service suspension.
    11. Public transportation constraint
    12. Replacement / removal of wiring required
    13. Site constraint including conduit congestion and/or blocked conduit
  2. Network Performance is the network latency by measuring from the equipment room at the building (or the nearest building) of the users to the named website in the previous three months from the last-update date of this Performance Pledge.
  3. This service pledge does not apply to the period of unexpected incident (e.g. system outage and typhoon) or during the launch of large-scale promotional campaign.
  4. General complaint cases do not include scenarios in which customers are unreachable and customer's information and/or supporting documents are insufficient to carry out trouble-shooting and testing. Cases, which require on-site checking, and joint testing with other service providers and contractors are also not included.​

HGC offers its customers broadband solutions with competitive pricing, performance, features and capacity that meet different needs. For further information, please visit www.hgc.com.hk. You can also contact our HGC Broadband Customer Services Hotline 1223 .

For the latest sales offers and service subscription, please contact our HGC Broadband Sales Hotline 1226.

* HGC provides up to 10Mbps, 30Mbps, 50Mbps, 100Mbps and 1Gbps bandwidth (between client terminal and Telecommunication and Broadcast Equipment Room). Actual bandwidth may vary according to the HGC network coverage and the bandwidth availability may vary according to the infrastructure of each residential building. For further information on bandwidth availability to any particular building and terms and conditions of our services, please contact our HGC Broadband Sales Hotline 1226​.​

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