HGC Home Broadband

With pioneering fibre connection technology, "FTTH" connects the data exchange center directly to your home inside designated buildings, attaining up to 1Gbps throughput speed. Using FTTH technology with lower dB loss for long distance broadband connection, broadband throughput can be elevated to the 1G level with wider availability to the public.

​Popular applications nowadays require sharing large files like HD Videos, Computer software and hi resolution photos with an associated demand for high data throughput. "1G FTTH" can effectively elevate file transmission speed whilst supporting sharing the same connection with multiple PCs and Wi-Fi enabled* mobile phones, enabling fast and smooth broadband connection for all the family.​​
* you should buy your own 100Mbps/1Gbps Wi-Fi router.​

1G means 1000M.

We now offer an optical fibre broadband speed of 1000Mbps, but what does that speed mean?

• The cases above are calculated based on testing from the local server and the theoretical value

​- The calculations of above cases are based on the testing from the local server and the theoretical value

As we mentioned earlier, the network speed is key to a good internet home experience. Apart from choosing a service plan with a higher bandwidth, what else can we do to speed up the internet connection? In fact, the gadgets used can affect network speed as well. If your computer or gadget cannot transmit fast data, users may not be able to enjoy the internet speed specified in the service plan. Also, tips such as putting the router at a more open area at home to enable easier transmission of Wi-Fi signals can help improve network speed as well.

• Intel Core2 Duo P8800
• 2GB DDR2 System RAM
• SATA ll 64GB SSD Hard Disk (read/write speed of 200MB/s or above)
  
• Windows XP or Windows 7
• 100M/1G Ethernet Card
• Or other changeable system requirements

HGC 2G home broadband service provides a local maximum upload speed of 1Gbps and maximum download speed of 2Gbps. 2G home broadband service equipped with Wi-Fi 6 router which has 2.5Gbps port can improve the overall Wi-Fi connectivity and performance. With speed double up, the high bandwidth needs of users for streaming 4K movies and online games can be satisfied.

*Compared with download speed of 1G home broadband service. 1G home broadband service provides a local maximum download speed of 1Gbps while 2G home broadband service provides a local maximum download speed of 2Gbps.

• Intel Core i5 CPU
• 8GB system memory
• Windows 11 Pro
• Ethernet Card (2.5GBaseT)
• 20GB storage, SSD and PCI-E interface

2G home broadband service provides a local maximum upload speed of 1Gbps and maximum download speed of 2Gbps. The bandwidth refers to the maximum of the relevant bandwidth that may be achieved between a customer's premises and the first piece of HGC’s network equipment, which may be different from the actual speed performance that a customer may experience. The attainment of the relevant bandwidth depends on various factors including but not limited to HGC Global Communications network coverage, types of building infrastructure, usage levels, site traffic loading, type of content being accessed and performance and configuration of customers' computers. The bandwidth to overseas sites will also be subject to the conditions of local network there, and therefore the bandwidth might be even less. For further information on bandwidth availability to any particular building, upload / download speeds, or the terms and conditions of our services, please call HGC Broadband Customer Services Hotline 1223.

• HGC Global Communications provides residential broadband service in designated buildings for local upload speed or up to local upload/download speed 10Mbps / 30Mbps / 100Mbps / 200Mbps / 300Mbps/ 500Mbps / 1Gbps / 2.5Gbps / 10Gbps. The bandwidth refers to the maximum of the relevant bandwidth that may be achieved between a customer's premise and the first piece of HGC’s network equipment, which may be different from the actual speed performance that a customer may experience. The attainment of the relevant bandwidth depends on various factors including but not limited to HGC Global Communications network coverage, types of building infrastructure, usage levels, site traffic loading, type of content being accessed and performance and configuration of customers' computers. . The bandwidth to overseas sites will also be subject to the conditions of local network there, and therefore the bandwidth might be even less. For further information on bandwidth availability to any particular building, upload/ download speeds, or the terms and conditions of our services, please call HGC Broadband Customer Services Hotline 1223.
• This offer is subject to HGC Global Communications' final notice. HGC Global Communications reserves the right to change the terms and conditions of the above offers and service plans at any time without prior notice. For details, please refer to the sales agreement. HGC Global Communications reserves the right to vary the terms and conditions of service without prior notice and shall have the final decision in terms of any dispute. Home Broadband Service monthly fee discount in designated months will be activated during the fixed contract period.
  

1. Internal Relocation: relocate the service location within the same unit of the service address
   
2. External Relocation: relocate the service from the original service address to a new address
   
3. If Customers fail to install and activate the service within the mutually agreed period, HGC would charge $500 as order cancellation fee
   

Remark: The above is calculated in Hong Kong Dol​​lar • HGC reserves the right for charge amendment without notification in advance​​

* only applicable to 50M, 100M & 200M Home Broadband Service subscribers who registered Speed Guarantee Program, for details please call HGC Broadband Customer Services Hotline 1223.

• Guarantees at least 80% of local uploading and downloading speed as entitled under the specific service plans used by subscribers by connecting to designated speed test server​ appointed by HGC under 99.9% circumstances
  
• If the broadband services provided fails to achieve the standard of “Speed Guarantee” program, HGC shall compensate the subscriber with amount which equals to twice of the service fee charged for the number of “Affected day” calculated on pro-rata basis

(only applicable for 50M, 100M & 200M Home Broadband Service subscribers)

1. This "Speed Guarantee" program only applies to subscribers who registered this program. This program guarantees that the subscriber shall enjoy at least 80% of local uploading and downloading speed as entitled under the specific service plans used by the respective subscribers by connecting to a designated speed test server appointed by HGC under 99.9% circumstances, which means
   1. Subscribers who registered the "Speed Guarantee" program of HGC while using specific 200Mbps service plan by connecting to a designated speed test server appointed by HGC shall be guaranteed to enjoy at least 160 Mbps local uploading/downloading transmission speed under 99.9% circumstances.
   2. Subscribers who registered the "Speed Guarantee" program of HGC while using specific 100Mbps service plan by connecting to a designated speed test server appointed by HGC shall be guaranteed to enjoy at least 80 Mbps local uploading/downloading transmission speed under 99.9% circumstances.
   3. Subscribers who registered the "Speed Guarantee" program of HGC while using specific 50Mbps service plan by connecting to a designated speed test server appointed by HGC shall be guaranteed to enjoy at least 40Mbps local uploading/downloading transmission speed under 99.9% circumstances.
2. "Speed Guarantee" program shall only cover the use of CAT5-E (for non-FTTH plans) or fiber (for FTTH plans) cable laying fiber-optic backbone provided by HGC that connect from the Modem Ethernet port (not including wireless access) at subscriber's premises to the speed test server of any designated speed test website specified by HGC, other websites of HGC or other third party's local or overseas websites are not included.
3. Minimum System Requirement for participating "Speed Guarantee" program:

   (i) Intel Core i7 3GHz CPU, 6GB system memory, Windows 7 or macOS 10.15.3，1Gbs Ethernet card;

   (ii) Firefox 75.x (Recommended) / Internet Explorer 11.x / Safari 13.x / Edge 81.x / Chrome 81.x.

4. Under circumstances listed below, HGC shall not offer such guarantee listed above:
   1. Subscriber is not equipped with computer system that meets the Minimum System Requirement. (Recommended computer system requirements, including but not limited to computer performance, software, applications and their settings, and hardware equipment, including network cards or cable).
   2. Broadband service of the subscriber shall be affected by the computer software installed by the subscriber or other related factors and that causes the failure in achieving the guaranteed speed.
   3. Periodic or emergent network maintenance or the network upgrading works resulting in internet service suspension or lower transmission speed or other circumstances and situations that HGC cannot reasonably foresee.
5. The Broadband transmission speed shall be affected by any usage of Broadband Phone or Broadband Television. Therefore, subscriber must switch off the Broadband Phone or Broadband Television to ensure the accuracy of speed transmission when conducting the speed test.
6. Criteria for Declaration of Low Transmission Speed
   1. Subscriber must equip with the abovementioned Minimum System Requirement for "Speed Guarantee" program of HGC.
   2. Subscriber must use the designated "Ultimate Speed Broadband" plan of 200Mbps, 100Mbps or 50Mbps with registration of "Speed Guarantee" Program.
7. Procedures for Declaration of Low Transmission Speed
   1. For subscriber who complies with the conditions of declaration criteria, if subscriber considers that HGC has failed to provide the guaranteed transmission speed, please call HGC Broadband Customer Services Hotline 1223​. Customer service representative of HGC shall conduct a preliminary transmission speed test for the network over the phone.
   2. HGC's customer service representative confirms that the failure of HGC in providing the guaranteed transmission speed is identified as caused by potential network problem, a technician will be sent to conduct an onsite speed test for the subscriber.
8. Definition of "Affected day"
   1. Number of days is counted from the date that HGC's customer service representative replies and confirms the declaration by the subscriber to the date that the service has resumed normal. It includes 2 periods of time.
      1. Waiting for maintenance period (starting from the date that the declaration was replied and confirmed to the subscriber until one day before the onsite speed test date).
      2. Maintenance period after onsite speed test (starting from the date of onsite speed test until the day of completion of the maintenance job).
   2. Under circumstances listed below, when HGC confirms that the service has failed to achieve the guaranteed transmission speed and calculates the amount of compensation, “Waiting for maintenance period” shall be limited to a maximum of 2 days.
      1. Subscriber does not accept HGC's arrangement for onsite testing.
      2. Onsite testing by HGC's technician could not be arranged within 2 days after reporting by the restriction of management office of the premises.
      3. HGC is unable to conduct onsite testing as scheduled due to any unforeseeable and uncontrollable circumstances.
      4. HGC's technician is unable to contact the subscriber at the time scheduled for on-site testing.
9. Testing Method and Compensation Principles
   1. HGC's technician shall visit and conduct onsite testing at subscriber's premises according to the appointed time schedule. However, HGC shall not conduct any inspection or system settings of subscriber's computer.
   2. HGC's technician shall be equipped with the CAT5-E or fiber cable and specific model of PC to access to internet service through Modem Ethernet port of subscriber, and show the transmission speed to subscriber on the spot.
   3. Whether the broadband service offered by HGC has achieved the standard of the program shall be based on onsite testing result. The result of onsite speed test determines whether the compensation can be proceeded or not, and HGC reserves the final decision. If the onsite test result achieves the transmission speed guaranteed by HGC under the "Speed Guarantee" program or if, after investigation, the problem is found to be derived from the subscriber (included but not limited to the situation where the subscriber is not equipped with computer system which meets the Minimum System Requirement for "Speed Guarantee" program of HGC), HGC shall levy an onsite inspection charge of HK$150 on the subscriber.
10. Compensation calculation
    1. If the results of onsite speed test shows that the broadband services provided by HGC to subscriber has failed to achieve the standard of "Speed Guarantee" program, HGC 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)
    2. Compensation amount shall not exceed the monthly service fee of that billing cycle of the account payable for the subscriber. Therefore, compensation will not be applicable to any free month offered by HGC.
11. HGC provides the "Speed Guarantee" program subject to its Terms and Conditions which may be revised from time to time without prior notice. HGC reserves the final decision and all rights to revise the testing standards, compensation principle and to cancel the "Speed Guarantee" program anytime.

• HGC’s professional consultants provide one-stop solution and assist customers to solve the connection problems of broadband devices, which included but not limited to:
  • Entertainment
    • Smart TV
    • Wireless soundbar
    • Projector
  • Computing Devices
    • Desktop computer
    • Wi-Fi Router
  • Smart Home
    • IP Camera
    • Smart control hub
    • Senor
      
    • Smart lock

• Service Charge Details

*HGC will not charge the customers if no device can be successfully set-up within 90 minutes.

1. HGC Global Communications Limited (“HGC”), its staff or contractor will only provide consultancy services for connecting customer-owned devices with HGC Broadband service. All installation or set-up work of the related devices will be conducted directly by the customer.
2. The Home Connectivity Consultancy Service (“Consultancy Service”) is limited to 90 minutes per visit, and includes set-up consultation for 1 customer-owned device. If the customer requires Consultancy Service for additional devices, the consultancy fee for each additional device is $50 (within the same 90-min visit). The service fee will be charged in the first bill. If the customer fails to set up the devices after receiving the Consultancy Service, no charge will be incurred.
3. The Consultancy Service will only be provided during the same visit of broadband installation.
4. HGC shall not bear any responsibility of any losses incurred from using the Consultancy Service.