Airtime Checking

• The airtime is charged starting from the moment the recipient answers your call until the call is hung up. There will be no airtime charge incurred if the call is not answered, or if you picked up the busy tone. (But the call will be charged if it is answered by voice mailbox or other call handling system.)
• Call duration is rounded up to next charge unit, and each full charge unit is based on per minute airtime charge.

• "Basic (Inter-network)" airtime is applicable to any incoming calls from and outgoing calls to all numbers other than CMHK postpaid mobile numbers. (calls to and from PEOPLES Stored Value SIM Card numbers will be charged by Inter-network minutes.)
• "Intra-network" airtime is applicable to incoming calls from and outgoing calls to any CMHK mobile numbers, plus calls to Customer Care Hotline 888 or 2945 8888, #121 and #122 bill enquiry hotline, 191 InfoCall, 218 for voice & fax mails retrieval, and #888 Service (content fee for #888 Service will be charged separately).
• Basic & Intra-network airtime is calculated separately and is non-transferable.

• "Basic" airtime is applicable to any incoming calls from and outgoing calls to all numbers except 8-digit mobile numbers starting with "51", "53", "54", "56", "59", "6" or "9", including calls to Customer Care Hotline 888 or 29458888, #121 and #122 bill enquiry hotline, 191 Info Call, 198 Financial Link, #888 and 218 for voice and fax mails retrieval.
• "Mobile" airtime is applicable to any incoming calls from and outgoing calls to 8-digit mobile numbers starting with "51", "53", "54", "56", "59", "6" or "9".
• Both incoming and outgoing call airtime is counted in regard to the originated calling number only.
• Remaining free "Basic" airtime can be used to deduct extra "Mobile" airtime. However, remaining free "Mobile" airtime cannot be used to deduct extra "Basic" airtime.

You may check this information by:

1. Visiting CMHK website, choose “Bill Enquiry” in “Customer Services”, enter CMHK mobile number & your password for login. Then you can check account overview and usage information
2. Go to COLOR, choose "Customer Service" and then "Bill Enquiry". Then you can check account overview and usage information. (GPRS or WAP Data Transmission Charge is required)
3. Dialing *122# on your mobile to obtain the details usage information by short message. $0.2 will be charged for each request.
4. Dialing *122*01# on your mobile to obtain the Single-day GPRS roaming usage and the accumulated charges by short message for free.
5. Dialing *120# on your mobile to check the latest bill via MMS. This service is free in Hong Kong and GPRS roaming charge is applied outside Hong Kong.
6. Dialing #122 on your mobile to listen to the required information via handset. Intra-network minutes will be deducted for the call (Basic minutes will be deducted for BM Plan).
7. Dialing 24-hour Customer Care Hotline 2945-8888, select 2 for English, enter your CMHK mobile phone number then press 1 twice, key in your password and then press 1.

For details please refer to Bill Enquiry Methods

If the period between date of subscription and the first bill issue date is less than a calendar month, the charge will be calculated on a pro-rata basis. For example:

• However, please note that as all service fees are charged in advance on a monthly basis from 2nd month of subscription onwards, if you suspend / terminate service before bill cut-off date, all paid monthly service charges will not be refunded.

• Your bill cut off date and bill issue date are printed on the upper top right hand corner of the monthly invoice. Your bill is cut off at around 23:59 on the date before the bill issue date.
• You can also check your bill cut off date by dialing 2945-8888, select 2 for English, enter your CMHK mobile phone number, press 1 twice, then key in your password, then press 1.

• Yes, you can apply for a Call Details Report by:
  1. calling our 24-hour Customer Care Hotline at 2945-8888, select 2 for English, enter CMHK mobile phone number , then press 1 twice, key in your password, then press 5. However, for call records from more than 2 months ago, please contact our customer care executive via our Customer Care Hotline at 2945-8888 or visit our outlets or Customer Centre directly for application.
  2. visting our Customer Centre:
     Address: Rm 917-919, 9/F, Park-in Commercial Centre, 56 Dundas Street, Mongkok
     Tel no.: 2374-3496
     Fax no.: 2359-9877
• The Call Details Report will then be sent to you by post in around 7 days, and $30 will be charged for per report printed per month. (For Call Details Report from more than 2 months ago, please allow around 2 weeks for report retrieval and delivery by post.)

For details please refer to Apply for Call Details Report

• As the roaming call records are provided by our roaming partners, if we receive the call records after your bill cut off date, the related charges will be shown on the next monthly invoice.

Payment

• Payments can be made at our outlets, Customer Centre, or via PPS, Jet Payment Service, "e-Service" page on this web-site, or the online payment services provided by HSBC and Hang Seng Bank. You can also mail a cheque to us, as well as apply autopay with your credit card / bank account to settle your payment.

For details please refer to Payment Methods

• For credit card autopay, you can visit our outlets to apply and the application processing takes only one day.
• For bank account autopay, please fill in the Direct Debit Authorization Form and return it directly to your bank. It normally takes about 4 to 6 weeks to proceed. The authorization form can be obtained from our outlets and can be downloaded here.

For details please refer to Bank Account Autopay or Credit Card Direct Debit

The payment merchant code of China Mobile Hong Kong in PPS is 82. Bill Type is 01. You can check your payment number via the following methods:

• Visiting China Mobile Hong Kong website, choose “Bill Enquiry” in “Customer Services”, enter your CMHK mobile number & your password for login. Then check account overview and usage information.
• Dialing #122 on your mobile to listen to the required information via handset. Intra-network minutes will be deducted for the call (Basic minutes will be deducted for BM Plan).
• Dialing 24-hour Customer Care Hotline 2945-8888, select 2 for English, enter your CMHK mobile phone number then press 1 twice, key in your password and then press 6.

With the payment number, you can settle your bill via PPS, Jet payment and HSBC/Hang Seng Bank online payment services.

For details please refer to Bill Enquiry Methods

• Since all service fees are charged in advance on a monthly basis, unused tariff is non-refundable and will be forfeited after termination of service.

• Yes, a "Bill Reading Guide" will be provided to all new China Mobile Hong Kong customers along with the first monthly invoice. To download the "Bill Reading Guide", please click here.
• The "Bill Reading Guide" can also be retrieved via fax by calling our Customer Care Hotline 2945-8888, select 2 for English, enter CMHK mobile phone number, then press 5, 4, 5, 2.

Customer Service

• You can apply for change of service plan by calling our Customer Care Hotline 2945-8888 to contact our Customer Care Executive. The new service plan will be effective starting from the issue date of your coming invoice.
• Please note that you must make your request 2 business days before the issue date of the coming invoice, otherwise, the new service plan will be effective starting from the next following invoice.

For details please refer to Change of Service Plan & Value-Added Service

If you have forgotten your password, you can retrieve your password by the following methods:

• Calling our Customer Care Hotline 29458888 (select 2 for English, enter your CMHK mobile phone number, then press 1, 1, *)
• Go to "e-Service" login page on this website enter your CMHK mobile number then click “Reset”
• Go to COLOR select "Customer Service" > "Reset Customer Password"

You can change the password by the following methods, the new password will be effective immediately:

• Calling our Customer Care Hotline 29458888 (select 2 for English, enter your CMHK mobile phone number, then press 1 then 3)
• Go to "e-Service" login page on this website, click the "Bill Enquiry & Account Management" after log-in, and then click “Change password” on the left hand column.

For details please refer to Change of Personal Information & Mobile Phone Number

SMS

Yes, you may send short message from your own handset to overseas mobile phone users of more than 120 countries.

• Please enter the send-out number as follows:
  [001 or 1597 or 1523 or +] [country code] [telephone number].
  For details, please refer to SMS.

• To send a short message from overseas to Hong Kong, please enter:
  [001 or +] [852] [telephone number].
• To send a short message from overseas to other countries, please enter:
  [001 or +] [country code] [telephone number].

(Remarks: You may need to apply IDD001 service for sending International SMS in some countries)

Voice Mail / Call Forward

• If no call forwarding function is set and you have activated your voice mailbox, the incoming calls will be automatically diverted to your Voice Mailbox when your mobile phone is busy, unreachable or has no answer.

• Your can dial 218 on your mobile phone, or dial 92089218 on any touch-tone phone to listen to the voice messages. (The default password is 0000, please change the default password to your personal password.)

• For Basic Voice Mail:
  Simply dial 218 via your CMHK SIM or 92089218 via any phone, then press 5 to change the language of voice instruction & voice mail SMS alert.
• For Premium Voice Mail:
  Simply dial 218 via your CMHK SIM or 92089218 via any phone, then press 3, 1 & 5 to change the language of voice instruction & voice mail SMS alert.

• The Basic Voice Mail can store up to 20 messages, each up to 60 seconds long. Messages will be stored for 3 days.
• You can even store up to 50 messages if you apply for Premium Voice Mail, each up to 120 seconds long. Messages will be stored for 7 days.
• For details, please refer to Basic and Premium Voice Mail.

• You can dial 218 via your CMHK SIM or 92089218 via any phone and follow the instruction to set up your personal greeting.
• For details, please refer to Voice & Fax Mailbox section.

• To prevent unnecessary two-way roaming charges, incoming call will not be diverted to your voice mailbox or secretarial paging service automatically if your mobile phone is not answered, has no coverage or is busy.
• If you would like to use the voice mailbox while roaming, please click on Voice mailbox.
• But once you have turned off your mobile phone, all incoming call will be diverted to your voice mailbox just as setting "All Call Forward" function.

• You can retrieve voice message by pressing *138*218#. Wait for a return call from our system. Upon receiving the call, you will be connected to your voice mail box.
• Alternatively, you can make a long distance call by pressing +85292089218.
• Checking voice messages overseas requires your voice mailbox password for verification.

• You can make use of our "Remote Call Forwarding" function to activate or deactivate your "All Call Forward" feature. This is a free-of-charge service if you are subscribing to Call Forwarding Package.
• Simply call our 24-hour Customer Care Hotline 2945-8888 with a touch-tone phone, select 2 for English, enter CMHK mobile phone number, then press 2 and follow the instructions to operate.

Download/ MMS/ GPRS

• Download service offers a range of ringtones, logos and picture messages for your handset.
• No registration is required. Simply enter the designated short codes on selected handset models, or download the content from "Downloads & Games".
• In addition, you can also create your own logo/picture message/ringtone to personalize your handset.
• Download Short Codes:
  
  To download the content to your handset:
  *111*(Song / Logo code)# (SEND)
  
  To forward the content to your friends:
  *111*(Song / Logo code)*(Mobile No.)# (SEND)

You can also dial *100# and select menu 4 to download.

For details please refer Polyphonic Ringtone

• To give your friends a nice surprise, you can now use a MMS-enabled handset to send picture, together with a music or sound clip, to the MMS handsets of customers using China Mobile Hong Kong or other networks.
• What's more, you can even send MMS to other networks' customers who do not have MMS service, as they can check the MMS on the web after receiving a short message notification.

For charging details, please refer MMS.

• When connecting your mobile to the Internet, GPRS allows a higher data transmission speed for real-time news, first-hand financial information or leisure information.
• To activate GPRS Service, please press *106*01# on your handset

IDD

• If you have registered for IDD service either by paying $1,000 deposit or applying credit card recurring autopay, you can make IDD calls by dialing :
  
  001 [Country code] [Area code (if available)] [Phone number] then send
  

For details please refer to IDD Service.

• No IDD charges will be applied if the call is not answered.
• However, please note that the call will be charged if it is answered by voice mailbox or other call handling system.

• The IDD tariff is calculated on 1-minute incremental basis for IDD001, IDD1597 and IDD1523 while IDD1523 charge will be rounded up to the nearest dollar. China Mobile Hong Kong local Basic airtime charge, calculated on a per-minute basis, will also apply.

For details please refer to IDD Service.

Roaming

• When you switch on your mobile phone in a country that is within the coverage of our roaming service, your mobile phone will automatically search for a local network. You can then receive incoming calls, make local calls, or make outgoing calls to Hong Kong or other countries via your mobile phone.
• No registration or deposit is required.
• You can keep using your mobile service via *138* Roaming Service, in any countries that are within our roaming coverage.
• Besides *138* Roaming Service, you can also call back to Hong Kong or other countries directly by using IDD service, but you must apply for IDD001 service before leaving Hong Kong.

For details please refer to Roaming.

• You can use "*138* Roaming Service" to call back to Hong Kong / other countries and enjoy great savings.
• No application or deposit is required, and you can use the service right away.
• You can also receive incoming calls, make local calls, or call other overseas countries in your roaming countries.

To call back to Hong Kong:

1. Dial *138*(Phone no.)#
2. Wait for a return call from our system. Upon receiving the call, you will be connected to the number you have dialed. (Please note : call is charged once you answer the return call, regardless of whether the called line is busy or has no answer)

To retrieve Voice Mail : *138*218#

To call other countries:

*138*001(country code)(area code)(phone no.)#

• When you travel to Japan or Korea, you will need to have a 3G (WCDMA) handset for roaming service
• In USA, Canada or the rest of Americas, GSM850 / 1900 handset is needed
• If you need a suitable handset to use roaming service at these destinations, CMHK can provide handset rental service to you. For details, please contact our Customer Care Hotline at 29458888 or Customer Centre at 23743496.

For details please refer to Handset Rental.

• No special setting is required, but please remember to dial ##002# to cancel all Call Forwarding functions before leaving Hong Kong to avoid incurring unnecessary roaming charges.

• Yes, you can disable the roaming service by dialing *109*02# (in Hong Kong or overseas). To re-activate, please dial *109*01# (in Hong Kong only).

• With "Hong Kong Ring Back Tone Service", when you are roaming abroad with a GSM network and someone calls you, the caller would hear the usual Hong Kong ringing tone, rather than the roaming ringing tone, ensuring privacy on your whereabout!
• To activate "Hong Kong Ringback Tone", please dial *108# via your handset. You will receive a SMS notification shortly after the service is activated. For charging details, please refer to Hong Kong Ringback Tone.

Stored-value SIM Card

• Our Stored Value SIM Cards offer mobile service with no monthly fee and required no subscription.
• Besides phone service, a variety of value-added services such as Call Number Display, Voice Mail, Call Forwarding are also available to suit your needs.
• Stored Value SIM Card is applicable to GSM1800, GSM dual-band, tri-band, and quad-band mobile phone.
• What's more, you can even keep the same mobile number simply by recharging the SIM card before the expiry date.
• For details, please refer to Stored Value SIM Card.

• Super Talk Stored Value SIM Card, IDD Talk Stored Value SIM Card, Super Roaming Stored Value SIM Card, Kabayan Stored Value SIM Card and Rekanan Stored Value SIM Card will be valid for 180 days from the date of activation.
• CMHK 1-Card-2-Number Prepaid SIM Card and $28 Easy Talk Stored Value SIM Card will be valid for 90 days from the date of activation.
• Every time you recharge $50 or above, its validity will be reset to 180 days (not applicable to Kabayan Stored Value SIM Card and Rekanan Stored Value SIM Card).
• Every time you recharge under $50, its validity will be reset to 30 days (or remain the same if the original validity is longer).

• If you recharge before the Stored Value SIM Card expired, the remaining balance will be carried forward automatically; otherwise, it will be forfeited.

You may check this information by dialing:

1. 193193 on your handset for listening to the remaining balance and expiry date of your SIM card free of charge. (Please dial 192192 for WeTalk card and 197197 for Kabayan or Rekanan card)
2. *#130# on your handset to obtain the information via short message.

Yes. Please press the following short codes on your handset to subscribe and activate the service. The service fee per 30 days is $15 (original price $50).

Service subscription: *133#
Service Un-subscription: ##133#

Then, you can forward your incoming calls to a designated number according to the following instructions:

Yes, if you have a refill voucher with you, you can dial:

*139*(16-digit activation code)#

on your handset to recharge the SIM Card while roaming.

Lost Phone

• If you have lost your mobile phone, you should call our Customer Care Hotline 2945-8888 (select 2 for English, enter your CMHK mobile phone number and then press 6) to suspend your mobile service.
• To reconnect your service, you will need to replace your SIM card at any of our outlets. No service charge is required for replacing the first SIM card in each year(counting from activation date). Subsequent replacement will be charged at $10 each time (Original price $100 for each replacement).

For details please refer to Report Loss & Service Reconnection

• You may bring the handset along with the "Product Purchase Agreement" or "Service Agreement" directly to the respective handset's suppliers' specialized repair centres for repairing. For details of the repair centre address, please refer to Handset Supplier Repair Centres.

• In order to verify customer's identity for service subscription, China Mobile Hong Kong will request customers to present their Hong Kong Identity Card and make a photocopy of it, according to the guidelines issued by the Office of the Privacy Commissioner for Personal Data.

• After we have made a photocopy of a customer's Hong Kong Identity Card, we will stamp "COPY" across the image of the card in the presence of the customer.
• All our customers personal information is handled by a delegated department to ensure its confidentiality and security.

You can let us know via any of the following means:

1. Call us at 24-hour Customer Care Hotline 29458888.
2. Send a request letter to us:
   Attn: Data Protection Officer
   Address: Level 20, Tower 1, Kowloon Commerce Centre, 51 Kwai Cheong Road, Kwai Chung, New Territories, Hong Kong.
3. Visit any of our shops.