Telephone Service

Residential Telephone Line

Telephone Line User Guide

FAQ

The phone key is suspected to be faulty. You are recommended to replace the phone and trying again. If the problem persists, please call HGC’s telephone technical support hotline, 21201997.

Check whether the phone system is in audio mode. Adjust the switch, generally at the bottom of the phone, to (MF) position, or check the phone’s Tone/Pulse key and adjust to Tone mode, and try again. If the problem persists, please call HGC’s telephone technical support hotline, 21201997.

Check whether the phone system is in audio mode. Adjust the switch generally found at the bottom of the phone to (MF) position.

This is because you have activated the prompt sound of the value-added service function, and it is normal. The normal current sound will resume after 2-3 seconds. If the problem persists, please call HGC’s telephone technical support hotline, 21201997.

Pick up the handset to check whether there is a current sound. If not, check the wall socket to see whether the insertion has been made properly or the socket is damaged. If the problem persists, please call HGC’s telephone technical support hotline, 21201997.

Pick up the handset to check whether you can hear the current sound. If yes, check whether you can make a call. If not, check whether the phone is in the Tone/Pulse mode. Try again after adjusting to the Tone mode. If the problem persists, please call HGC’s telephone technical support hotline, 21201997.

Check whether the handset is properly placed. If yes, check whether the “Don’t disturb” or “Call forwarding” function is activated. If the problem persists, please call HGC’s telephone technical support hotline, 21201997.

It may be caused by contact problem at the wall socket. Please check whether the insertion has been made properly or the socket is damaged. If the problem persists, please call HGC’s telephone technical support hotline, 21201997.

Pick up the handset to check whether you hear the current sound. If yes, check whether you can make a call. If you can, please check the setting mode of the fax machine. If the problem persists, please call HGC’s telephone technical support hotline 21201997.

Check whether you can make a call. If yes, check whether the receiving mode of the fax machine has been adjusted to “AUTO”. If the problem persists, please call HGC’s telephone technical support hotline, 21201997.

Check whether the phone itself is faulty and try again after changing the phone. If the problem persists, please call HGC’s telephone technical support hotline, 21201997.

If this happens overseas, it may be a signal problem when making overseas calls. If the problem persists or the same situation happens in Hong Kong, please call HGC’s telephone technical support hotline, 21201997.

No, enabling/disabling any value-added service function must be carried out under normal phone line conditions. If the phone cannot be used, please call HGC fixed network technical support at 21201997 for follow-up.

VoIP Service

VoIP Service User Guide

FAQ

Check whether the broadband phone connector’s PWR indicator is lit. If not, please check whether the power supply of the broadband phone connector is successfully connected.

Check whether the VOIP indicator of the broadband phone connector is lit. If yes, check whether the phone line is connected to the PHONE port of the broadband phone connector. When you pick up the phone handset, the PHONE indicator of the broadband connector should be lit. If not, please restart the broadband connector.

Check whether the WAN indicator of the broadband phone connector is lit. If yes, connect the broadband line directly to the computer to check the broadband service; if not, check or replace the network cable connected to the broadband modem

Try connecting your personal computer to the LAN port behind the broadband phone connector. The LAN indicator of the broadband phone connector should be lit. Repeat the broadband phone connector configuration procedure to check whether the broadband connection method options are normal.

No, because only one of either TEL1 or TEL2 is available (programmed), and the TEL1 or TEL2 jack is normally open (functioning) by default; therefore, only one phone can be connected.

It is not recommended. The broadband phone supports voice calls based on bandwidth data, and users should ensure that Internet services are normal and the bandwidth is stable. It is different from fixed-line phones with phone lines directly connected from the wall to the phone. When the broadband is unstable, it may make data transmission unstable as well; therefore, it is not recommended to connect the fax machine.

IDD Dialing Procedure

Country and Areas Codes

Dialing Procedure

Header (0080) + country code + area code + local phone number (area code is not required for mobile phones)

FAQ

The phone has enabled the long-distance lock. Please check the key ring button on the side of the phone and turn it to green (red stands for “locked”). Refer to the phone manual for details.

This may be because the IDD country number and area code you have entered are incorrect, or the destination number is incorrect. You are recommended logging in to our homepage www.hgc.com.hk to check and try again.

This may be because the destination number you have entered is no longer used or the entered number is incorrect. Please check and try again.

0080 is only suitable for voice transmission. You are recommended sending overseas fax by 0082.

This may be because the IDD password you have entered is incorrect. You can re-enter it and try again. If you forget your password, call HGC’s customer service hotline 1223 for assistance.

There is a chance that the phone at the other end is equipped with software to prevent the number display or the local government prohibits overseas calls without caller display. It is recommended that you enter 1357 before entering the number of the other end, and then follow the normal dialing procedure.

Helloway

Helloway User Guide

Please go to Google Play Store (for Android) or Apple App Store (for iPhone or iPad) and search for "Helloway" to download and install it.

Helloway supports the iOS 4.3 and Android 2.3.3 (or above) operating systems.

Please go to the following link to see if your device supports the Helloway services:

http://www.hgcbroadband.com/do...

If you fail to receive the verification SMS, wait 2 minutes and then click "Call me". The system will call your registered phone number and provide the verification code to you by voice.

1. Before using the Helloway services, make sure your device is successfully connected to Wi-Fi or a data network.

2. If you are using it for the first time, after opening the Helloway App, the system will provide the service terms for you and prompt you to make the relevant login settings later.

① Please enter your Helloway phone number and your registered mobile number at the appropriate location, then click "Next".

② The system will then automatically send a verification SMS to your registered mobile number. Fill in that number and click "Next" to log in.

If you fail to receive the verification SMS, wait 2 minutes and then click "Call me". The system will call your registered phone number and provide the verification code to you by voice.

3. You will enter the main interface of Helloway after logging in successfully.

1. Make / answer a call

① Make a call: After entering the corresponding number on the numeric keypad of the App homepage, click the green phone button to make a call.

② Answer a call: As long as your Helloway is not disconnected, the system will automatically pop up an incoming call screen to remind you to answer it.

③ You can view the previous call history in "Call history", check the contact information of your phone in "Contact information”, and make a call. (It is necessary to authorize the app via your mobile phone system)

2. Call waiting

① If you have an ongoing call by Helloway and a third party calls your number, there will be a "beep" sound to alert you;
② The phone screen will display the data of the third party for your reference; (the style is the same as for an incoming call normally);
③ The third party will hear a prompt that a voice call is ongoing;
④ If someone else calls your number at this time, he/she will directly hear the busy tone.

※Note: The third party mentioned above must call your Helloway number to enter the call waiting status. If he/she calls the mobile phone number directly, the Helloway call will be dropped.

3. Offline call forwarding settings

① Select "Others" and then open "Automatically forward calls when offline";

② Fill in the number you want to forward to and click "Open/Change";

③ Confirm that the settings are correct and click "OK" on the subsequent interface for setup.

※You can check the current number automatically forwarded to at the right of the "Others" → "Automatically forward calls when offline" column.

※The automatic call forwarding won’t be enabled unless your Helloway app is offline.

If your Helloway app is offline but is not completely closed, the system will notify you that the call has been forwarded.

4. Voicemail inbox

① Please go to "Others" and open "SMS messages".

② Select the required language. (English/Cantonese/Mandarin provided)

③ After it is set up, when your Helloway is online but you don't take an incoming call, the system will automatically access the voicemail inbox and allow the other party to leave a message.

※When there is a new voice message, a missed call record and a voice message record will appear in the "Call history" column. You can click

to listen to it.

5. Call record icons


6. Other settings and functions

① "Data connection method"
Set to:

a. Only Wi-Fi

b. Wi-Fi or mobile data

② "Auto On"

If you select "On", the Helloway app will be enabled automatically when your device is powered on. (The actual situation may be affected by the boot settings of the device system. If it cannot be enabled, please check whether there is a problem with your device settings)

③ “Stop number display”

If you select "On", your call number will be hidden when you make a call via the Helloway app.

④ "Optional ringtone" "handset/headphone volume adjustment" and "microphone volume adjustment"

You can change the ringtone of Helloway and the volume of the phone when making a call/answering a call.

⑤ "Data quality test"

If you find that the quality of the Helloway call is not ideal, you can test whether the signal is stable using this function.

Error Code

Description

401

Please try again with the phone card of another telecommunications company

402

You are using the old version of "Helloway". Please download the latest version of "Helloway" before starting the program

403

Your device does not support the program.

405

For safety reasons, please register by 3G/4G network

406

For safety reasons, please register by Wifi

407

The number you have entered has not registered the "Helloway" service. Please contact our customer service hotline (individual customer: 1223; commercial customer: 1222)

408

The authentication code you have entered is incorrect. Please try again

409

Your number of starts has exceeded the daily preset limit. Please try again tomorrow (based on Hong Kong time)

410

Failed to read user data

411

Your account is temporarily unavailable. Please contact our customer service hotline (individual customer: 1223; commercial customer: 1222)

412

Your account has been terminated. Please contact our customer service hotline (individual customer: 1223; commercial customer: 1222)

413

The user record is incorrect. Please contact our customer service hotline (individual customer: 1223; commercial customer: 1222)

414

The system is busy, please try again later

415

The call forwarding service is enabled for your mobile phone number. Please switch off and switch on Helloway again

416

The authentication code you have entered has expired. Please restart

417

Your mobile phone number has not been registered. Please try again with a 3HK mobile phone number.

418

The system is busy temporarily, please try again later

419

The mobile number you have entered is incorrect. Please re-enter it or contact our customer service hotline (individual customer: 1223; commercial customer: 1222)

420

Your phone device does not support the program

422

The contact data is incorrect

423

Failed to conduct the data quality test

424

The system is temporarily unable to send SMS. Please try again later

425

Please confirm to connect by Hong Kong network

426

The system is busy and is temporarily unable to contact. Please try again later

427

Incorrect verification code

428

Please download and install the Helloway app again

429

The phone number you have entered is incorrect. Please re-enter it

430

You have not registered the message service, please call our Customer Service Department to follow up

501

Failed to connect to the server. Please make sure the phone is connected to Wi-Fi or a mobile data network and try again.

502

The "Helloway" service is temporarily unavailable due to network problems.

503

Failed to connect to the server. Please try again later

504

The system is busy now. Please try again later

505

Account verification failed. Please enter your account again

506

The user record is incorrect. Please enter your account again

507

Application error. Please enter your account again

508

Please ensure that your phone is not in flight mode, replace it with your SIM Card and try again

509

Invalid input, minimum word length required

510

Invalid input, maximum number of words exceeded

511

The entered number contains invalid characters

512

Sorry, the number you have entered is incorrect. Please enter it again

FAQ

First, download the Helloway App from App Store or Google Play. Then, follow the instructions in the App to enter your Helloway number and your registered mobile number. The authentication code will be sent to your mobile phone via SMS and you can use the service after entering the authentication code.

If you do not receive the authentication code via SMS within two minutes, you can press "Call me" button after two minutes, and the system will read your 6-digit authentication code by phone. No additional charge is required for this call. The voice will be in Cantonese, Mandarin and English. For safety reasons, please enter the authentication code within 15 minutes to activate the Helloway service.

To Hong Kong phone number: [a local phone number of Hong Kong] to another Helloway number: [Helloway number] to a phone number outside Hong Kong: [international access number (e.g.: 0080)] [country code] [area number (if any)] [phone number]

The recipient will be see your Helloway number.

Yes, the other end does not need to have the Helloway service. The other end can call your Helloway number or answer your call via any mobile or fixed line phone.

On the Helloway phone dialing interface, you can see the name of the Helloway service. You can also set another ringtone for your Helloway to identify incoming calls from your mobile phone and Helloway.

Yes. You can download this App on your new phone and enable the service again.

Helloway supports one party's call waiting and automatically forwarding to a local Hong Kong number when offline, but the conference call is not supported temporarily.

Helloway does not support the fax communication in any way.

The quality of the service may be affected by the stability of the data network or Wi-Fi connection. Please check your phone's data network or Wi-Fi connection and make sure the Helloway service is enabled. If your Helloway call is unstable due to poor network conditions, you can try connecting to a more stable data network.

Android users can try to disable the Helloway service via "Settings" > "Applications” and re-enable the Helloway. iOS users can try to disable the Helloway App by quickly pressing the Home button twice, then re-enable the Helloway.

In the Wi-Fi network, smartphones can use the Helloway service without a mobile phone card.

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