About NETVIGATOR
About Us
Broadband Coverage and Service
NETVIGATOR combines Fibre-to-the-Home connectivity with PCCW Global's strong international bandwidth in Hong Kong, as well as Hong Kong's extensive network of Wi-Fi hotspots and an array of advanced value-added services.
We want you to enjoy your surfing experience anytime you want, from wherever you like.
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Coverage
| Q1 - 2022 | Q2 - 2022 | Q3 - 2022 | Q4 - 2022 | Q1 - 2023 | Q2 - 2023 | Q3 - 2023 | Q4 - 2023 | |
| We target to provide Internet access services via xDSL technology to 98% of households in HK | 98% | 98% | 98% | 98% | 98% | 98% | 98% | 98% |
| Q1 - 2022 | Q2 - 2022 | Q3 - 2022 | Q4 - 2022 | Q1 - 2023 | Q2 - 2023 | Q3 - 2023 | Q4 - 2023 | |
| We target to provide Internet access services via Fibre Direct technology to 66.67% of households in HK | 94.9% | 96.7% | 97.6% | 95.3% | 96.2% | 96.3% | 96.3% | 96.4% |
| Q1 - 2022 | Q2 - 2022 | Q3 - 2022 | Q4 - 2022 | Q1 - 2023 | Q2 - 2023 | Q3 - 2023 | Q4 - 2023 | |
| We target to provide Internet access services at 6000 hotspots in HK | 21,738 | 21,749 | 21,778 | 21,787 | 21,799 | 21,724 | 21,741 | 21,788 |
Excluding buildings that are (i) under construction; (ii) in the process of demolition; (iii) dormitory; and (iv) service apart.
Network Reliability
| Q1 - 2022 | Q2 - 2022 | Q3 - 2022 | Q4 - 2022 | Q1 - 2023 | Q2 - 2023 | Q3 - 2023 | Q4 - 2023 | |
| We target to provide broadband network reliability of 99.99%. | 99.995% | 99.993% | 99.992% | 99.995% | 99.996% | 99.995% | 99.995% | 99.996% |
Excluding event or circumstance beyond HKT's control ("Force Majeure Event"). A Force Majeure Event includes but not limited to acts of God, war, civil disobedience, explosion, fire, typhoon, flood government action, restraints, imposed by Government or any other regulatory authorities, labour disputes or delays of third parties and any other events over which HKT has no control. Broadband network refers to HKT's core platform in our Data Centers. Period of measurement and calculations are defined by HKT.
Services Restoration
| Q1 - 2022 | Q2 - 2022 | Q3 - 2022 | Q4 - 2022 | Q1 - 2023 | Q2 - 2023 | Q3 - 2023 | Q4 - 2023 | |
| We target to provide services restoration for customers within 2 calendar days 99% of the time. | 99.919% | 99.915% | 99.886% | 99.963% | 99.985% | 99.944% | 100% | 99.895% |
Excluding event or circumstance of (i) customer's premises are inaccessible or work is needed to be done on in-building wiring or socket; (ii) power suspension in customer's premises; (iii) approval time from the building management office, nominated contractor(s) are needed; (iv) approval from customer is needed; (v) problems caused by computer's software, hardware and other networking equipment of customers; (vi) major cable outage; or (vii) weather Force Majeure Event.
Technical Performance
| Q1 - 2022 | Q2 - 2022 | Q3 - 2022 | Q4 - 2022 | Q1 - 2023 | Q2 - 2023 | Q3 - 2023 | Q4 - 2023 | |
| We target to provide 45Gbps bandwidth to HKIX. | 720Gbps | 800Gbps | 800Gbps | 800Gbps | 800Gbps | 800Gbps | 800Gbps | 800Gbps |
| Q1 - 2022 | Q2 - 2022 | Q3 - 2022 | Q4 - 2022 | Q1 - 2023 | Q2 - 2023 | Q3 - 2023 | Q4 - 2023 | |
| We target to provide 28Gbps bandwidth to direct peers (HKBNES, WTT and i-Cable). | 100Gbps | 100Gbps | 100Gbps | 100Gbps | 100Gbps | 100Gbps | 100Gbps | 100Gbps |
Claimed speed referred to the data link rate of the last mile broadband line
Customer Hotline Performance
| Q1 - 2022 | Q2 - 2022 | Q3 - 2022 | Q4 - 2022 | Q1 - 2023 | Q2 - 2023 | Q3 - 2023 | Q4 - 2023 | |
| We target to pick up calls within 7 times of phone bell ring or 28 seconds | 81.3% | 80.6% | 76.6% | 83.8% | 83.1% | 80% | 80% | 80% |
No eligible for the circumstances such as network outage and
system down in call centre
Normal business hours for general hotline is referred to
9:00am ~ 9:00pm
Customer Complaints Handling
| Q1 - 2022 | Q2 - 2022 | Q3 - 2022 | Q4 - 2022 | Q1 - 2023 | Q2 - 2023 | Q3 - 2023 | Q4 - 2023 | |
| We target to provide the first resolution within 4 working days (from the case is logged in the system) | 100% | 98.15% | 100% | 100% | 100% | 90% | 100% | 100% |
Not included the circumstances such as insufficient information provided by customers, unreachable customers, awaiting customers' decision, site maintenance required.
Reliable Service
NETVIGATOR believes a fast and smooth-running network is crucially important to customers seeking to enjoy a high-quality broadband user experience when surfing, gaming, uploading/downloading and streaming entertainment.
And our after-sales service team is always ready to assist with technical support, as well as onsite installation and maintenance.
Solid Reputation
As Hong Kong's fibre broadband leader, NETVIGATOR has attracted a long succession of accolades in recognition of outstanding service and a solid track record for harnessing the latest technologies.
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Variety of Services
NETVIGATOR provides an array of extra services to maximize your surfing enjoyment with ease. They include Home Wireless, Cyber Security Service, uHub plus Cloud Storage, NETVIGATOR Email, IPv6, snaap! Multimedia Sharing Service, csl Wi-Fi and Gamer Pack.
NETVIGATOR provides an array of extra services to maximize your surfing enjoyment with ease. They include Home Wireless, Cyber Security Service, uHub plus Cloud Storage, NETVIGATOR Email, IPv6, snaap! Multimedia Sharing Service, csl Wi-Fi and Gamer Pack.
