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Mobile Operators' Measures in Preventing Mobile Bill Shock

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Mobile Operators’ Measures in Preventing Mobile Bill Shock Disclaimer: This document sets out the Mobile Operators’ Measures in Preventing Mobile Bill Shock in Hong Kong. It contains data and information submitted by the relevant operators to, and compiled by the Office of the Communications Authority (OFCA), and is published for public information only. This document will be updated periodically upon advice by mobile operators on new or enhanced initiatives they have taken on board. The mobile operators’ measures are voluntary in nature and the mobile operators may adjust their service packages and revise their measures from time to time. Therefore, consumers are strongly advised to consult individual mobile operators directly on their latest initiatives, service terms and conditions, as well as charging schemes and methods and other pertinent details prior to committing themselves to any mobile data services. While OFCA has endeavoured to ensure that the information in this document is correct, no warranty or guarantee, express or implied, is given as to its accuracy. The Government of the Hong Kong Special Administrative Region (HKSAR), the Communications Authority (CA) and OFCA shall not be responsible and accept no liability for any error, omission or inaccuracy in the materials and reserve the right to omit, suspend or edit any materials submitted. The Government of HKSAR, the CA and OFCA shall not be liable for any direct, indirect, special or consequential losses or damages (including, without limitation, damages for loss of business or loss of profits) arising in contract, tort or otherwise from the use of or inability to use this document, or any material contained in it, or from any action or decision taken as a result of using this document or any material contained in it. The materials in this document are not intended to offer solutions to problems, nor should they be regarded as substitute for professional advice. You should consult your professional adviser before taking action on any matters to which information provided in this document may be relevant. Unless with OFCA’s written consent, no person shall, with a view to promoting or disparaging any telecommunications service or promoting any person’s image, publish any advertisement which either expressly or by implication makes reference to OFCA’s publication or findings of surveys presented in this document. Mobile Network Operators China Mobile Hong Kong Company Limited (Updated to June 2021) Customer Service Hotline: +852 12580 Opt-out Option on Mobile Data Charge Ceiling Usage Cap Local Usage Alert Alert on Data Roaming or Data Roaming Services Customers are allowed to For local data, an additional data usage Every customer has a For local data SMS alert will be sent deactivate all mobile data charge ceiling of $298 per month is set for credit limit that is not service customers to outbound roaming services, including local and some rate plans with limited local usage as known to them. With the who have not customers upon data roaming services through well as 2G voice only rate plans. adoption of credit subscribed to any detection of data usage MyLink App, short code control arrangement, data plan / package, in roaming network. commands or service hotline. For data roaming, rate plan is offered to post- when unusual usage SMS usage alert will paid customers: behaviours are be sent to those Our system will send Mobile Data Services “Supreme” Service Plan Series -- data sharing detected, our whose outstanding out SMS alert on data Deactivation Short Code across multiple destinations at a fixed monthly representatives will usage charge roaming service to Command: fee. Customers may choose 30-day “Flexi-up” contact customer and exceeds $200 within customers based on *106*02# (SEND) service to extend data entitlement of the send out SMS a billing cycle. the subscribed service service plan coverage to over 160 countries / notification and plans, visited Mobile Data Services regions. Additional data usage charge shall temporarily suspend the For customers of countries/destinations, Reactivation Short Code be calculated based on the additional data relevant services. specific rate plans, data roaming usage Command: usage of the service plan. SMS usage alert will and time etc. *106*01# (SEND) In addition, customers of be sent to those In addition, post-paid customers may choose some rate plans with whose data usage To avoid the Mobile Data Roaming Services Data Roaming Zone / Multi Day Pass / GO! limited local usage may reaches the 90% occurrence of bill Deactivation Short Code Pass: pre-set a monthly local and 100% of shock, roaming data Command: (1) Data Roaming Zone: covering over 190 data usage cap through monthly entitlement. service will be *109*03# (SEND) destinations, with unlimited data roaming different channels such Data service will be temporarily suspended service in designated countries on a daily as China Mobile Hong suspended or in some roaming Mobile Data Roaming Services flat-rate basis. Kong MyLink App continue with a destinations until Reactivation Short Code (2) Multi Day Pass: with choice of 3/5/8 days /website, customer designated customers return to Command: covering travel hotspots including Bay service hotline and maximum local data Hong Kong or *109*01# (SEND) Area, Southeast Asia, Europe, USA, with outlets. Upon reaching access speed when reactivate the data high usage data roaming service in the local data usage reach to 100% of roaming service by Status Query on International designated countries on a daily flat-rate cap, the local data monthly entitlement. responding to a 2-way Roaming subscription Short basis. service will be SMS. Code Command: (3) GO! Pass: with choice of 1/2/3/5/8/15 days temporarily suspended *109*09# (SEND) in 6 packages, covering over 90 travel until the next billing hotspots. With limited full speed data date. Service Hotline: roaming service in designated countries on +852 12580 a daily flat-rate basis. 2 / 17 Mobile Network Operators Hong Kong Telecommunications (HKT) Limited (Updated to May 2021) (Service branded as 1O1O / csl mobile service) Customer Service Hotline: +852 2888 1010 (1O1O) / +852 2512 3123 (csl) Opt-out Option on Mobile Charge Ceiling Usage Cap Local Usage Alert Alert on Data Roaming Data or Data Roaming Services Allow customers to For some mobile service Local data top-up plans For mobile service plans Customers can choose to subscribe deactivate/activate all plans with no data have been launched in with data usage cap, SMS Data Roaming Day Pass to avoid bill mobile data service, entitlement and/or whose which different volumes of and email alerts will be shock. including local and data data usage charged on a data entitlements are sent to customers when roaming service alone, pay-as-you-go basis, a assigned to different plans the remaining data For customers with Data Roaming through Customer Service monthly charge cap of with data usage cap. entitlement of their plans Day Pass activate option at “Basic Hotline. $999 applies to local data When the entitled data has reaches 30%, 10% and 0% Mode”, when customer arrives at the usage. been used up, the data of the total. overseas destinations, SMS message Also allow customers to service will be suspended. will be sent to customer to confirm deactivate mobile data For roaming, customers Customers are required to Moreover, customers can that customer agrees to activate the roaming service only, can choose to subscribe to purchase extra data plans check their unbilled local Data Roaming Day Pass. through Customer Service Data Roaming Day Pass at their own discretion to data usage via usage app Hotline. and use a fixed daily fee to resume local data service. or Customer Service For customers with Data Roaming enjoy the data roaming Hotline. Day Pass automatically activate service for 24 hours. option enabled, when customer arrives at the overseas destinations, For customers who had SMS message will be sent to subscribed Call Macau customer to notify the activation of Home service and roaming Day Pass. in Macau, voice/data/SMS usage is charged against a In some roaming destinations where customers’ local plan charges are relatively high, data entitlement while a fixed roaming service is initially blocked daily/ monthly charge until getting customers’ consent applies (or there-after before release for the use of the data charge if applicable). roaming service. 3 / 17 Mobile Network Operators Hutchison Telephone Company Limited (Updated to May 2021) Customer Service Hotline: +852 1033 Opt-out Option on Mobile Charge Ceiling Usage Cap Local Usage Alert Alert on Data Roaming Data or Data Roaming Services Allow customers to No charge ceiling applies to Local data service: SMS alert will be sent to SMS alert will be sent to deactivate/activate all selected monthly plans. (For Local data service will be customer when local data customer when roaming data mobile data service, details, please refer to “Usage suspended when a usage reaches certain levels usage reaches the specified including local and data Cap”.) customer has fully used up of the service plan thresholds of the relevant roaming service, through the data usage entitlement entitlement. Customer may, service plan entitlement to Customer Service Hotline. Various kinds of data roaming under a designated monthly through (1) 3HK website or alert the roaming data usage service plans (applicable to plan. Customers may (2) 3HK mobile App or and the estimated amount of Service Hotline: +852 1033 mobile device and tablet) are subscribe to data top-up (3) replying SMS alert to charges (for reference only). currently available in 160 packages to continue to use subscribe to data top-up Customer may register with destinations in order to avoid local data service according packages for use during the an additional 3HK mobile excessive standard data to their needs.
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