CABLE TV Basic Package

With CABLE TV basic service, you may enjoy at any time multifarious programs of 24-hour non-stop, as well as other sports or entertainment premium channels at additional fee.

Basic Service includes Finace Info, News Channel, Cable Sports, Super Soccer Channel , Soccer Betting Channel, Odds Express, HMC1, HMC2, Movie 1 & 2, Children, Entertainment, Cable Entertainment News, Channel 18, Discovery, CNBC HONG KONG, BBC World, CNN, TCM, MTV, AXN, SUN TV, China Travel & Economic Channel, Phoenix InfoNews, CCTV-News CCTV4, CCTV-9, Channel NewsAsia, Bloomberg , Nat Geo Adventure, Creation TV, Horizon Channel, The GOD Channel, SZTV, Macao Cultural Channel, Preview Channel etc.

For details, please refer to Channel Line Up CABLE TV Service Fee Schedule

Customer Service Hotline 1832 832

Customer Service Hotline offers one-stop services to customers. Our 24-hour Interactive Telephone System provides you with a wide range of services :

Premium Service Enrollment

Billing Enquiries

Account Services

Appointment for service maintenance

Enquiries on CAT Service & Program Highlights

Other Co-branded Promotion Offers

Our Customer Service Representative will also be there to provide you services during 9am - 1am from Monday to Sunday (including Public Holiday)

1832 832

For English: Press 2

Select Services:

1. Promotion of registration or renewal of CABLE TV satellite transmission service

2. Billing & Payment enquiries

3. Account maintenance

4. Reception, equipment operation & Appointment Schedule

5. Programming

6. i-CABLE & other offer

CAT Ordering Hotline 1832 828

You may order movies and special events of the day on CAT 83 -86 by calling our CAT Ordering Hotline.

Simply call 1832 828 to select your favorite programmes:

Input your CABLE TV registered telephone number

Input your PIN which is usually the last five digits of your CABLE TV account number

Select the program that you wish to book

How to check Online Statement

1. Choose "Online Service Centre" at left side of Customer Service
1.

2. Login with valid Registered Home Phone No. and Password
1.

3. Select preferred account and date of the statement and click "View"
1.

4. Press "Print" to print out a copy of your Online Statement

5. Press "Save" to save a copy of your Online Statemnet

Amount Due - Total amount that you need to pay. For non-Autopay Accounts, the total charge will be clearly shown in this box, while for Autopay Accounts, the wording will be replaced by "Autopay Amount" and the total amount to be debited will be shown

Payment Due Date - To avoid late charge, please make your payment on or before the payment due date. For Autopay Accounts, the wording will be replaced by "Autopay Date" and the date that the Autopay Amount to be debited will be shown.

Charge & Payment Columns - The Charge Column clearly displays all charges and debit adjustment .
The Payment Column shows your payment and credit adjustment

CAT Purchase - Details of CAT Pay-Per-View Programmes that you have purchased within the statement month will be displayed. Zero amount "0.00", will be shown in the Charge Column while CAT coupon is consumed.

CAT Summary

[ PACKAGE ] the type of CAT package that has been purchased

[ # OF COUPON ] the total number of coupons for the package being purchased

[ USED ] the cumulative number of coupons that have been used starting from the date of purchase

[ BALANCE ] the number of remaining coupons that can be used

[ EXPIRY DATE ] the remaining coupons will be forfeited after the expiry date

Statement Payment Message - Payment instructions

Message to Customer - Keeping you informed is part of our Service. The Section will contain messages of CABLE TV services or special offers

Payment Method

For your convenience, we provide 6 methods to settle your CABLE TV account:

1. By credit card - You can designate any of your credit card accounts for settling your monthly CABLE TV bills automatically on the "Autopay Date" shown on your monthly statement.

2. By Autopay - Payment will be debited from your designated bank account automatically on the "Autopay Date". Autopay - Direct Debit Authorization Form is available for download.

3. ATM Payment - your payment can be made via HSBC or Hang Seng Bank ATMs with the "Bill Payment Service" sign by direct fund transferred from your HSBC or Hang Seng Bank account.

4. By PPS - Our Merchant Code is "29" and PPS Payment Telephone : 18031. For PPS Enquiries, please call 90000 222 329.

5. By Cheque - please send a crossed cheque made payable to "Hong Kong Cable Television Limited" and return together with the top portion of your current statement to P.O. Box 11720 General Post Office, H.K.

6. In Person - You can settle your CABLE TV bill by cash at any 7-Eleven in person together with statement. A handling fee of HK$2 will be charged to your next payment advice for every payment made at 7-Eleven.

1. A 24-hour telephone hotline service is available to answer customer enquiries and complaints 7 days a week.
2. An advanced automatic call distribution ( ACD ) telephone system is used to provide automatic call distribution to Customer Service Representatives ( CSR ). Under normal conditions, at least 95% of all incoming telephone calls are answered in 15 seconds or transferred, if necessary, within 30 seconds, and the customer will receive a busy signal less than 3% of the total time on a monthly basis.
3. All CSRs are well trained to ensure service excellence in terms of quality of dialogue and customer care.
4. A complaints handling and recording procedure is formulated to ensure all complaints are handled promptly.
5. Customers are provided with written information at the time of installation and at any subsequent time upon request of the terms and conditions of subscription services offered, installation and maintenance policies, instructions of using Cable TV service, billing and complaint procedures.
6. Customers will be provided with up-to-date information on Cable TV subscription service.
7. Customers will be notified of any changes in rates, channel positions and programming services at least 30 days in advance.
8. A comprehensive subscription fee payment network is established through retail outlets, banks, direct debit, autopay, credit cards and cheques.
9. Billing statements are clear, concise and fully itemized for customers' easy reference.
10. Time required for approval of credits and refunds on subscription fees or deposits to customers will not be more than 15 days. Refund cheques will be processed within 30 days after credits are approved and services are terminated.
11. All standard installations will, under normal circumstances, be carried out within 5 working days after confirmation of the sales orders. Installations requiring excessive work to complete ( in excess of 1 hour to complete the internal wiring within an apartment ) will be considered to be non-standard and will be completed within 28 days of the confirmation of the sales orders.
12. Same day response is available for customer requests for installation, repair and maintenance received before mid-day, or within a maximum response time of 24 hours. Service will be restored within one working day for at least 95% of fault reports affecting loss of picture.
13. Major system failures are dealt with immediately at any time of the day.
14. Customers are notified of any delay in scheduled appointment for installation, repair and maintenance, rescheduling is arranged immediately with customers at any time of their convenience.
15. A Subscriber Management computing system which complies and updates all customer detail is installed to enable efficient and effective handling of all customer service activities.
16. Customers who are dissatisfied with the manner in which their complaint or request has been dealt with may refer the issue to the Customer Service Manager.