TVB NETWORK VISION

常見問題

1. Service Subscription

  1. How can I subscribe to TVB NETWORK VISION pay TV service?
    All you need to do is to call our Customer Service Hotline 2399 9888. Once you have given us the personal details and agree to subscribe to our service by paying a Monthly Service Fee as well as your premises fall within SMATV or IPTV coverage, we will arrange a technician to install the service at your premises.
  2. Which personal information is required during service subscription?
    - Register Name
    - Hong Kong Identification Card Number
    - Contact telephone Number
    - Birth Date
  3. How long will it take for installation after service subscription? How much is the service charge?
    If your premises fall within our service coverage, in general installation service is likely to take place about 3 days after service subscription. For details and enquiries of the service charges, please refer to the TVB NETWORK VISION RATE CARD.
  4. Is there any credit card installment plan for one-off payment?
    Yes. For details and enquiries, please contact our Customer Service Hotline at 23999888.
  5. Is it possible for me to watch TVB NETWORK VISION pay TV service in China?
    No. TVB NETWORK VISION pay TV service is only available in Hong Kong at this moment.
  6. How can I check whether my home falls within the coverage of TVB NETWORK VISION pay TV service?
    Please contact our Customer Service Hotline at 2399 9888 to check the coverage by providing your address.
  7. Will installation of TVB NETWORK VISION pay TV service affect my existing TV signal e.g. other Pay TV service or CCTV service?
    No. Though TVB NETWORK VISION pay TV service is being transmitted through the CABD network of your building, the TV signal is being received by individual system, and therefore, it will not affect your existing TV signal e.g. other pay TV service or CCTV service
  8. Can TVB NETWORK VISION pay TV service co-exist with other Pay TV services within a television?
    Yes.
  9. How can I apply for an additional Set-Top-Box?
    Please contact our Customer Service Hotline at 2399 9888 for application.
  10. What is the registration procedure for commercial subscribers? How will the Commercial accounts be charged?
    Please contact our Customer Service Hotline at 2399 9888. Our Corporate Sales Department will contact you accordingly, provide a quotation and arrange installation services base on the information given by you.

2. Service Installation

  1. How long will it take for service installation within the coverage of TVB NETWORK VISION pay TV service? 
    For installation within the coverage of TVB NETWORK VISION pay TV service, normally it will take 3 days for service installation upon successful subscription.
  2. What is the installation procedure for TVB NETWORK VISION pay TV service?
    Upon service subscription, our technician will come to your home and install a Set-Top-Box. This Set Top Box will be connected to your TV set and CABD wall-plate. Once installation is completed, you can receive TVB NETWORK VISION signal and watch our programs.
  3. How do I know that the TVB NETWORK VISION pay TV service is successful installed?
    After the technician has connected the Set-Top-Box to your TV set and CABD wall-plate, you can follow the instruction below to ensure whether the installation is successful or not:
    • Turn on your TV set and Set-Top-Box
    • Switch to any channel on TVB NETWORK VISION pay TV platform using your remote control
If you cannot view any program or find that your Set-Top-Box is not responding, please call our Customer Service Hotline at 2399 9888 to notify us.

3. Set-Top-Box Relocation

  1. Can Set-Top-Box be relocated after service installation? (For example, relocating the Set-Top-Box from dinning room to bedroom?)
    Yes but for this kind of set top box relocation, we will charge you a Relocation Fee. For details, please call our Customer Service Hotline at 2399 9888.
  2. I am going to move to a new address, how can I arrange service re-location or re-connection at my new address 
    For details, please contact our Customer Service Hotline at 2399 9888. For this kind of arrangement, 10 days in advance for notification is required before the expected service re-location date.
  3. Can I re-locate and install the Set-Top-Box to my new address myself?
    No.
  4. Within the contract period, if I move to a new address where it does not fall within the coverage of TVB NETWORK VISION pay TV service, do I need to pay for the service fees of the remaining contract months according to the contract? What is the administration fee for relocation and installation charge?
    Yes, you have to pay the outstanding balance for the remaining contract months before actual disconnection takes place.For the relocation charge, please refer to the TVB NETWORK VISION RATE CARD.

4. Service Termination

  1. How to check my contract end date and the procedure for service termination?
    Please contact our Customer Service Hotline at 2399 9888 for enquiries.
  2. What is the procedure for service termination?
    Please contact our Customer Service Hotline 2399 9888 one month in advance should you wish to disconnect the service. For those who have signed up a contract offer with us and wish to disconnect the service before contract expiry, you have to pay the outstanding balance for the remaining contract months before actual disconnection takes place.
  3. Will autopay be cancelled after disconnection of TVB NETWORK VISION pay TV service? 
    Autopay will be cancelled after final payment was settled.
  4. Shall I need to arrange equipment collection if the Set-Top-Box is bought by us? 
    Under this scenario, you are not required to return the Set-Top-Box to us. However, you need to return the SIM card to us as it belongs to our company and is non-sellable. Please contact our Customer Service Hotline at 2399 9888 for details.
  5. How can I cancel the additional service or premium channel? 
    Please contact our Customer Service Hotline at 2399 9888 for arrangement.
  6. How can I cancel the additional Set-Top-Box?
    Please contact our Customer Service Hotline at 2399 9888 for arrangement.
  7. How can I change my service plan?
    Please contact our Customer Service Hotline at 2399 9888 for arrangement.
  8. How can I return the equipment? 
    You can return the equipment to our service center. For details and address of service center, please contact our Customer Service Hotline at 2399 9888.
  9. If the equipment is lost or damaged, is there any penalty? What is the penalty charge?
    Yes. For details of the penalty charge, please refer to the TVB NETWORK VISION RATE CARD.

5. Payment and Bill Enquiry

  1. Apart from autopay, is there any other payment method? 
    Yes, you can choose to use other payment methods such as PPS, Cheque or Cash payment via 7-Eleven. If so, you have to pay a Set-Top-Box Deposit upon service subscription. And this deposit can only be refunded to you after service termination. For details and the amount of Set-Top-Box Deposit, please refer to the TVB NETWORK VISION RATE CARD. or contact our Customer Service Hotline at 2399 9888.
  2. How long will it take for applying bank autopay as my payment method and how can I apply?
    Normally, it takes 6-8 weeks to process your application. You can obtain an Autopay - Direct Debit Authorization form through our Customer Service Hotline 2399 9888 by fax or mail. Please fill in the form and return the original form to us by mail. Meanwhile, please settle the payment through PPS, Cheque or Cash payment via 7-Eleven before receiving our notification letter.
  3. How to settle payment if autopay is processing? 
    PPS, Cheque or Cash payment via 7-Eleven are suggested during this period.
  4. I'd like to use PPS to pay for the monthly service fee, what is the merchant code for TVB NETWORK VISION? 
    The merchant code for TVB NETWORK VISION is 9328.
  5. I'd like to use cheque to pay for the monthly service fee, what is the company name for cheque payment and where should I send this cheque to? 
    Please mark your crossed cheque made payable to 'TVB NETWORK VISION Limited' and send it to P.O. Box 65317, Tseung Kwan O Post Office, KLN. Remember to write your name and account number on the back of the cheque and send it to us together with the payment slip. Normally, I will take 3 days to process.
  6. How to change the bank autopay account number?
    If you need to change your bank autopay number, please call our Customer Service Hotline at 2399 9888 and obtain a new Autopay - Direct Debit Authorization Form. Please fill in and return the original form to us by mail. It will normally take 6-8 weeks for processing upon receipt of your application.
  7. What is the handling procedure if I want to use another credit card for autopay?
    If you would like to change to use another credit card for autopay, please inform our Customer Service Hotline at 2399 9888. The new credit card number will be updated immediately and the change will be effective from next billing cycle.
  8. Is there any administration or handling charge if bank autopay is failed?
    Yes. For details of the administration charge, please refer to the TVB NETWORK VISION RATE CARD.
  9. How can I check the outstanding balance of my account?
    You can check it through the IVRS of our Customer Service Hotline at 2399 9888 or contact our Customer Service Representative directly. Besides, you can check it through our website at http://ebill.tvbnetworkvision.com
  10. How can I check my existing payment method?
    Please contact our Customer Service Hotline at 2399 9888 for enquiries.
  11. How can I apply or cancel paper bill?
    Please contact our Customer Service Hotline at 2399 9888 for arrangement.
  12. How can I apply the payment card?
    Please contact our Customer Service Hotline at 2399 9888 for arrangement.
  13. What can I do if I lost my payment card?
    Please contact our Customer Service Hotline at 2399 9888 for re-issue arrangement.
  14. How can I apply for resending my bill? How long will it take? Is there any handling or administration charge? 
    Please contact our Customer Service Hotline at 2399 9888 for arrangement. Bill will be resent within 7 working days. For paper bill charges, please refer to the TVB NETWORK VISION RATE CARD.
  15. If I would like to apply for a refund of the remaining balance in my Pay TV account, what is the procedure? How long will it take? Is there any handling or administration charge?
    Please contact our Customer Service Hotline at 2399 9888 for arrangement. The money will be refunded to you within 6-8 weeks. There is no handling or administration charge for this application.

6. SMS Bill

  1. What is "SMS Bill"?
    This service provides you with easy access to your monthly bill via the short message service on your mobile phone. With this SMS bill, you will receive a short message which details your TVB NETWORK VISION account no., bill amount and due date so that you can be notified of your payment schedule. You can also access your detailed bill via our website ,http://ebill.tvbnetworkvision.com. Just enter your account number and password, the bill information for the past 3 months will be displayed to you.
  2. How can I use "SMS Bill"? 
    Simply visit our website http://www.tvbnetworkvision.com/form/smsbill/ to register.
  3. Who can apply for "SMS Bill"? 
    All existing TVB NETWORK VISION subscribers can apply for this FREE service.
  4. If I enroll to receive monthly bill by short message, can I still receive paper bill? 
    No. Paper bill will be sent to you only on your request and TVB NETWORK VISION will charge a handling fee. For handling charges, please refer to the TVB NETWORK VISION RATE CARD.
  5. If I would like to continue receiving paper bill, do I need to register for this service? 
    Yes. Please call our Customer Service Hotline at 2399 9888 for registration. If you would like to continue receiving paper bill, TVB NETWORK VISION will charge a handling fee according to Terms and Condition for Subscription to TVB NETWORK VISION Services Clause 4.8. For handling charges, please refer to the TVB NETWORK VISION RATE CARD.
  6. Will my current payment method be affected once I used “SMS Bill” service? 
    No. Your payment method remains unchanged.
  7. What information will be shown in the “SMS Bill”?
    You will receive your monthly bill via the short message service (SMS) on your mobile phone. TVB NETWORK VISION Account no., payment method, bill amount and due date will be shown. Please refer to SMS Bill / Email Bill Registration.

7. Email Bill

  1. What is "Email Bill"? 
    "Email Bill" is the electronic version of your monthly bill. You can receive our monthly bill by email via your registered email account. Your detailed bill is also available at our website http://ebill.tvbnetworkvision.com. Just enter your account number and password, the bill information for the past 3 months will be displayed to you.
  2. What is the difference between "Email Bill" and "Paper Bill"? 
    Both information on "Email Bill" and "Paper Bill" are the same but "Email Bill" is more convenient.
  3. How can I apply for "Email Bill"? 
    Simply visit our website http://www.tvbnetworkvision.com/form/smsbill/ to register.
  4. Who can apply for "Email Bill"? 
    All existing TVB NETWORK VISION subscribers can apply for this FREE service.
  5. What are the benefits of using "Email Bill"? 
    - It is convenient, speedy and environmental friendly
    - You don't need to worry about postal delay
    - It provides a web bill for you to download your bill details and check your bill records for the past 3 months anytime and anyplace you want.
    - You can also save your bill records
    - The whole Email Bill Enquiry System is confidential
  6. Will my current payment method be affected once I used "Email Bill" service? 
    No. Your payment method remains unchanged.

8. Service Upgrade and Plan details

  1. How can I subscribe to Adult channels? 
    If you are above 18 years old, you can subscribe to our Adult channels through one of the following methods:
    a) Please call our Customer Service Hotline at 2399 9888.
    b) Download the “Premium Channel Subscription form” from our website. Please fax the completed form to 2399 9898 or please mail the ORIGINAL to P.O. Box 65317, Tseung Kwan O Post Office, KLN. Once you have returned this form to us by fax or mail, these channels would be added to you within 1 working day.
    c) Please click here for online subscription. For monthly fee, please refer to the TVB NETWORK VISION RATE CARD.
  2. How can I upgrade my service plan?
    Please contact our Customer Service Hotline at 2399 9888 for arrangement.

9. Set-Top-Box Operation

  1. Can I use one Set-Top-Box to connect to more than one TV set? 
    Each Set-Top-Box can only be connected to one TV set only. Additional Set-Top-Box is required if you need to watch our programs in another TV set.
  2. What is the meaning of flashing yellow light on the Set-Top-Box? Does it mean malfunction? 
    Yellow light flashing means Set-Top-Box is having a software upgrade. Normally, this yellow light will turn off in a few seconds after the signal/information is being downloaded.
  3. If I am not watching the TVB NETWORK VISION pay TV service, do I need to switch off the Set-Top-Box? 
    No, Set-Top-Box should always be kept in a standby mode in order to receive the latest updates and signals from the network.
  4. Does Viewing Card in the Set Top Box contain any personal data? 
    Viewing Card in the Set Top Box only stores the subscription service details of our customer and does not contain any personal data.
  5. Can TVB NETWORK VISION Set-Top-Box receive signals of local terrestrial TV channels / Star TV? 
    No, Since the TV signal of TVB NETWORK VISION is not the same as terrestrial TV channels / Star TV, thus TVB NETWORK VISION Set-Top-Box can only receive signals from TVB NETWORK VISION network.
  6. 9.6 What are the accessories accompanied with the Set-Top-Box? 
    1 x RCA A/V Cable & RF Cable, 1 x Remote Control Unit,2 x AAA size battery.

10. Channel / Program Viewing

  1. Which program provides Nicam and how to change the audio feed of each channel/program? 
    Most of the programs/channels that we broadcast can have Nicam selection. The audio feed can be selected by pressing the "menu button" on the remote control, and "Select Audio 1" or "Select Audio 2" from the "Personal" Icon, followed by pressing the "OK button".
  2. How to prevent my child(ren) from watching Adult channels? 
    "Parental Lock" could be used to prevent your child(ren) to watch the Adult channels. All you need is to turn on the Parental Lock function via your remote control by going to the Main Menu, and to the option of Parental Lock from Personal icon, and enter the password (default: 0000 or you can develop your own password), and choose the lock option as "M". Once this has been done, whoever switches to the Adult Channel will be required to enter the parental lock password. After switching to other channels, please remember to re-start your Set-Top-Box in order to re-activate the Parental Lock function.
  3. How can I learn more about the program schedules of TVB NETWORK VISION? 
    You can learn our program schedules through the following ways:
    1. Through our website (http://www.tvbnetworkvision.com) to get the weekly program schedules
    2. Through the EPG function key on your Set-Top-Box to get the weekly program schedules
    3. Through TVB Weekly magazine to get information about the exclusive channels provided by TVB
  4. How can I learn more about the program showing on the screen? Is there any synopsis for me? 
    Yes, you can press the "OK" Button, followed by pressing the "+ button" to get more details about the program showing on the screen.

11. Personal Information Amendment

  1. How to change my mailing address? 
    Please contact our Customer Service Hotline 2399 9888 for amendment.
  2. Can statement and promotion leaflet be sent to different address? 
    No. Only one mailing address is accepted. Thus, statement and promotion leaflet cannot be sent to different address.
  3. How to change my contact number and e-mail address?
    Please contact our Customer Service Hotline 2399 9888 for amendment.
  4. How to prevent myself from receiving promotion leaflet/DM(s) from your company? 
    Please call our Customer Service Hotline at 2399 9888 and obtain a Change of Customer Records / Service form. Please fill in your request of not receiving any promotional materials on the form. Once you have returned this form to us by fax or mail, your request will be updated in our system, and we will stop sending promotion leaflet/DM(s) to you.
  5. Can I change the ownership of TVB NETWORK VISION account? What is the application procedure?
    Within the contract period, you cannot change the ownership of TVB NETWORK VISION account except you can prove that the register owner cannot continue to use the service of our company. (Valid document is required for verification and please send the completed “Application Form For Change of TVB NETWORK VISION Account Ownership” to our company.) For the application procedure of changing ownership, please kindly contact our Customer Service Hotline at 2399 9888. For the handling charge, please refer to the TVB NETWORK VISION RATE CARD.

12. Other service charge

  1. Is there any charges on on-site technical inspection and maintenance? 
    For normal equipment malfunction, the on-site technical inspection is free of charge. For those faults not caused by our service or equipment, a on-site technical inspection fee will be charged and the parts replacement fee is applied. For details of the charges, please refer to the TVB NETWORK VISION RATE CARD.
  2. What will be the Monthly Fee for having additional Set-Top-Box? 
    Please call our Customer Service Hotline 2399 9888 to check the fee.
  3. Is there any charge for collecting the equipment on-site? 
    Yes. Please refer to the TVB NETWORK VISION RATE CARD.

13. Notes to New Subscribers

  1. As a new subscriber, how will my first bill be calculated? 
    Please note that your first-month charges will be calculated from the service activation date to the first billing date on a pro rata basis. Thereafter, all monthly service fee are payable in advance and are non-refundable under any circumstances.
  2. How can I check my monthly bill? 
    You can check it through the web site (http://ebill.tvbnetworkvision.com) - simply click "My account" under the Customer Service and choose "My Bill" to review your latest statement. You can also contact our Customer Service Hotline at 2399 9888 for enquiries.
  3. How can I set up the Parental Lock function? 
    "Parental Lock" could be used to prevent your child(ren) to watch the Adult channels. All you need is to turn on the Parental Lock function via your remote control by pressing the "Menu button", and select "Parental Lock" from the "Personal icon" and press the "OK button", and enter the password (default: 0000 or you can develop your own password), and choose the lock option as "M". Once this has been done, whoever switches to the Adult Channel will be required to enter the parental lock password. After switching to other channels, please remember to re-start your Set-Top-Box in order to re-activate the Parental Lock function.
  4. How can I change the Default Password on Parental Lock? 
    You can change your Default Password via your remote control by pressing the "Menu button", and select "Key Code" from the "Personal icon" and press the "OK button". Then, input the default password "0000". Afterward, you can enter the new password.

14. About DTH Application

  1. How to ensure we have tuned in to the correct satellite specification?
    Please call our Customer Service Hotline at 2399 9888 for details.
  2. Is it possible for me to use one satellite dish from TVB NETWORK VISION to share among all the different units in a village house?
    Yes, each TV outlet will be charged with Monthly Service Fee. For details, please call our Customer Service Hotline 2399 9888.

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1. Service Subscription

  1. How can I subscribe to TVB NETWORK VISION IP TV service? 
    All you need to do is to call our Subscription Hotline 2399 9889. As long as your residence falls within our network coverage and you agree to subscribe to our service by paying a Monthly Service Fee, we will arrange a technician to install the service at your premises.
  2. Which personal information is required during service subscription?
    - Register Name
    - Hong Kong Identification Card Number
    - Contact telephone Number
    - Birth Date
  3. If I am not a HGC Broadband subscriber, can I subscribe to the TVB NETWORK VISION IPTV service? 
    Yes, you can either apply for TVB NETWORK VISION IPTV service and HGC Broadband Bundle Service Plan or TVB NETWORK VISION IPTV service only.
  4. If I subscribe to Bundled Service, can I install TVB NETWORK VISION IPTV at one address and HGC Broadband to another different address? 
    No.
  5. If my home is out of the network coverage of HGC Broadband service, can I use my friend’s Set-Top-Box to watch TVB NETWORK VISION IPTV at my premises? 
    No, you cannot use your friend’s Set-Top-Box to watch TVB NETWORK VISION IPTV service. Since your premises is out of HGC Broadband network coverage, the video signal cannot be delivered to your premises through the IP network, no matter whose Set-Top-Box you are using.
  6. How long it will take for applying the TVB NETWORK VISION IPTV Service? How much is it?
    In general, installation service is likely to take place about 4 - 14 days after service subscription, but it depends on the number of days it requires for renting the broadband transmission line. For details, please contact our Customer Service Hotline at 2399 9888.
  7. Is there any credit card installment plan for one-off payment?
    Yes. For details and enquiries, please contact our Customer Service Hotline at 23999888.
  8. Is it possible for me to watch TVB NETWORK VISION pay TV service in China?
    No. TVB NETWORK VISION pay TV service is only available in Hong Kong at this moment.
  9. How can I check whether my home falls within the coverage of TVB NETWORK VISION pay TV service?
    Please contact our Customer Service Hotline at 2399 9888 to check the coverage by providing your address.
  10. Will installation of TVB NETWORK VISION pay TV service affect my existing TV signal e.g. other Pay TV service or CCTV service?
    No. Though TVB NETWORK VISION pay TV service is being transmitted through the CABD network of your building, the TV signal is being received by individual system, and therefore, it will not affect your existing TV signal e.g. other pay TV service or CCTV service
  11. Can TVB NETWORK VISION pay TV service co-exist with other Pay TV services within a television? 
    Yes.
  12. How can I apply for an additional Set-Top-Box?
    Please contact our Customer Service Hotline at 2399 9888 for application.
  13. If I apply TVB NETWORK VISION IPTV Service through HGC, can I check my account information through TVB NETWORK VISION?
    No. Please kindly contact HGC Customer Service Hotline at 1222 for enquiries.
  14. What is the registration procedure for commercial subscribers? How will the Commercial accounts be charged?
    Please contact our Customer Service Hotline at 2399 9888. Our Corporate Sales Department will contact you accordingly, provide a quotation and arrange installation services base on the information given by you.

2. Service Installation

  1. How long will it take for service installation within the coverage of TVB NETWORK VISION pay TV service? 
    For installation within the coverage of TVB NETWORK VISION pay TV service, normally it will take 4 - 14 days for service installation upon successful subscription.
  2. What will be installed at my home? 
    Upon service subscription, our technician will come to your home and install a Set-Top-Box and broadband Modem. This Set-Top-Box and broadband Modem will be connected to your TV set and the Telephone Socket respectively. Once installation is completed, you can receive TVB NETWORK VISION signal and watch our programs.
  3. How do I know that the TVB NETWORK VISION pay TV service is successful installed?
    After the technician has connected the Set-Top-Box and broadband Modem to your TV set and the Telephone Socket, and has inserted the Viewing Card , you can follow the instruction below to ensure whether the installation is successful or not:
    1. Turn on your TV set and switch to AV channel;
    2. Turn on the broadband Modem;
    3. After around 30 seconds, turn on the Set Top Box;
    4. Switch to any channel using your remote control
    If you cannot view any program or find that your Set-Top-Box is not responding, please call our Customer Service Hotline at 2399 9888 to notify us.

3. Set-Top-Box Relocation

  1. Can Set-Top-Box be relocated after service installation? (For example, relocating the Set-Top-Box from dinning room to bedroom?)
    Yes but for this kind of set top box relocation, we will charge you a Relocation Fee. For details, please call our Customer Service Hotline at 2399 9888.
  2. I am going to move to a new address, how can I arrange service re-location or re-connection at my new address ?
    For details, please contact our Customer Service Hotline at 2399 9888. For this kind of arrangement, 10 days in advance for notification is required before the expected service re-location date.
  3. Can I re-locate and install the Set-Top-Box to my new address myself?
    No.
  4. Within the contract period, if I move to a new address where it does not fall within the coverage of TVB NETWORK VISION pay TV service, do I need to pay for the service fees of the remaining contract months according to the contract? 
    What is the administration fee for relocation and installation charge?

    Yes, you have to pay the outstanding balance for the remaining contract months before actual disconnection takes place. 
    For the relocation charge, please refer to the TVB NETWORK VISION RATE CARD.

4. Service Termination / Change of Service Plan

  1. How to check my contract end date and the procedure for service termination?
    Please contact our Customer Service Hotline at 2399 9888 for enquiries.
  2. What is the procedure for service termination?
    Please contact our Customer Service Hotline 2399 9888 one month in advance should you wish to disconnect the service. For those who have signed up a contract offer with us and wish to disconnect the service before contract expiry, you have to pay the outstanding balance for the remaining contract months before actual disconnection takes place.
  3. Will autopay be cancelled after disconnection of TVB NETWORK VISION pay TV service? 
    Autopay will be cancelled after final payment was settled.
  4. How can I cancel the additional service or premium channel? 
    Please contact our Customer Service Hotline at 2399 9888 for arrangement.
  5. How can I cancel the additional Set-Top-Box?
    Please contact our Customer Service Hotline at 2399 9888 for arrangement.
  6. How can I change my service plan?
    Please contact our Customer Service Hotline at 2399 9888 for arrangement.
  7. How can I return the equipment? 
    You can return the equipment to our service center. For details and address of service center, please contact our Customer Service Hotline at 2399 9888.
  8. If the equipment is lost or damaged, is there any penalty? What is the penalty charge?
    Yes. Customer is required to pay the penalty charge in case the equipment is lost or damaged. For details of the penalty charge, please refer to the TVB NETWORK VISION RATE CARD.

5. Payment and Bill Enquiry

  1. Apart from autopay, is there any other payment method? 
    If the service you subscribe to is not "Bundled Services (IPTV + Broadband)", you can choose to use other common payment methods such as PPS, Cheque or Cash payment via 7-Eleven but you have to pay a Set-Top-Box Deposit upon service subscription. And this deposit can only be refunded to you after service termination. For details and the amount of Set-Top-Box Deposit, please refer to the TVB NETWORK VISION RATE CARD or contact our Customer Service Hotline at 2399 9888.
  2. How long will it take for applying bank autopay as my payment method and how can I apply?
    Normally, it takes 6-8 weeks to process your application. You can obtain an Autopay - Direct Debit Authorization form through our Customer Service Hotline 2399 9888 by fax or mail. Please fill in the form and return the original form to us by mail. Meanwhile, please settle the payment through PPS, Cheque or Cash payment via 7-Eleven before receiving our notification letter.
  3. How to settle payment if autopay is processing? 
    PPS, Cheque or Cash payment via 7-Eleven are suggested during this period.
  4. If I use PPS to pay for the monthly service fee, what is the merchant code for TVB NETWORK VISION? 
    The merchant code for TVB NETWORK VISION is 9328.
  5. I'd like to use cheque to pay for the monthly service fee, what is the company name for cheque payment and where should I send this cheque to? 
    Please mark your crossed cheque made payable to 'TVB NETWORK VISION Limited' and send it to P.O. Box 65317, Tseung Kwan O Post Office, KLN. Remember to write your name and account number on the back of the cheque and send it to us together with the payment slip. Normally, I will take 3 days to process.
  6. How to change the bank autopay account number? 
    If you need to change your bank autopay number, please call our Customer Service Hotline at 2399 9888 and obtain a new Autopay - Direct Debit Authorization Form. Please fill in and return the original form to us by mail. It will normally take 6-8 weeks for processing upon receipt of your application.
  7. What is the handling procedure if I want to use another credit card for autopay?
    If you would like to change to use another credit card for autopay, please inform our Customer Service Hotline at 2399 9888. The new credit card number will be updated immediately and the change will be effective from next billing cycle.
  8. Is there any administration or handling charge if bank autopay is failed?
    Yes. For details of the administration charge, please refer to the TVB NETWORK VISION RATE CARD.
  9. How can I check the outstanding balance of my account?
    You can check it through the IVRS of our Customer Service Hotline at 2399 9888 or contact our Customer Service Representative directly. Besides, you can check it through our website http://ebill.tvbnetworkvision.com.
  10. How can I check my existing payment method?
    Please contact our Customer Service Hotline at 2399 9888 for enquiries.
  11. How can I apply or cancel paper bill?
    Please contact our Customer Service Hotline at 2399 9888 for arrangement.
  12. How can I apply the payment card?
    Please contact our Customer Service Hotline at 2399 9888 for arrangement.
  13. What can I do if I lost my payment card? 
    Please contact our Customer Service Hotline at 2399 9888 for re-issue arrangement.
  14. How can I apply for resending my bill? How long will it take? Is there any handling or administration charge? 
    Please contact our Customer Service Hotline at 2399 9888 for arrangement. Bill will be resent within 7 working days. For paper bill charges, please refer to the TVB NETWORK VISION RATE CARD.
  15. If I would like to apply for a refund of the remaining balance in my Pay TV account, what is the procedure? How long will it take? Is there any handling or administration charge?
    Please contact our Customer Service Hotline at 2399 9888 for arrangement. The money will be refunded to you within 6-8 weeks. There is no handling or administration charge for this application.

6. SMS Bill

  1. What is "SMS Bill"? 
    This service provides you with easy access to your monthly bill via the short message service (SMS) on your mobile phone. With this SMS bill, you will receive a short message which details your TVB NETWORK VISION account no., bill amount and due date so that you can be notified of your payment schedule. You can also access your detailed bill via our website http://ebill.tvbnetworkvision.com. Just enter your account number and password, the bill information for the past 3 months will be displayed to you.
  2. How can I use "SMS Bill"? 
    Simply visit our website http://www.tvbnetworkvision.com/form/smsbill/ to register.
  3. Who can apply for "SMS Bill"? 
    All existing TVB NETWORK VISION subscribers can apply for this FREE service.
  4. If I enroll to receive monthly bill by short message, can I still receive paper bill? 
    No. Paper bill will be sent to you only on your request and TVB NETWORK VISION will charge a handling fee For paper bill charges, please refer to the TVB NETWORK VISION RATE CARD.
  5. If I would like to continue receiving paper bill, do I need to register for this service? 
    Yes. Please call our Customer Service Hotline at 2399 9888 for registration. If you would like to continue receiving paper bill, , TVB NETWORK VISION will charge a handling fee according to Terms and Condition for Subscription to TVB NETWORK VISION Services Clause 4.8. For handling charges, please refer to the TVB NETWORK VISION RATE CARD.
  6. Will my current payment method be affected once I used “SMS Bill” service? 
    No. Your payment method remains unchanged.
  7. What information will be shown in the “SMS Bill”?
    You will receive your monthly bill via the short message service (SMS) on your mobile phone. TVB NETWORK VISION Account no., payment method, bill amount and due date will be shown. Please refer to “SMS Bill / Email Bill Registration”

7. Email Bill

  1. What is "Email Bill"? 
    "Email Bill" is the electronic version of your monthly bill. You can receive our monthly bill by email via your registered email account. Your detailed bill is also available at our website http://ebill.tvbnetworkvision.com. Just enter your account number and password, the bill information for the past 3 months will be displayed to you.
  2. What is the difference between "Email Bill" and "Paper Bill"? 
    Both information on "Email Bill" and "Paper Bill" are the same but "Email Bill" is more convenient.
  3. How can I apply for "Email Bill"? 
    Simply visit our website http://www.tvbnetworkvision.com/form/smsbill/ to register.
  4. Who can apply for "Email Bill"? 
    All existing TVB NETWORK VISION subscribers can apply for this FREE service.
  5. What are the benefits of using "Email Bill"? 
    - It is convenient, speedy and environmental friendly
    - You don't need to worry about postal delay
    - It provides a web bill for you to download your bill details and check your bill records for the past 3 months anytime and anyplace you want.
    - You can also save your bill records
    - The whole Email Bill Enquiry System is confidential
  6. Will my current payment method be affected once I used "Email Bill" service? 
    No. Your payment method remains unchanged.

8. Service Upgrade and Plan details

  1. How can I subscribe to Adult channels? 
    If you are above 18 years old, you can subscribe to our Adult channels through one of the following methods:
    a) Please call our Customer Service Hotline at 2399 9888.
    b) Download the “Premium Channel Subscription form” from our website. Please fax the completed form to 2399 9898 or please mail the ORIGINAL to P.O. Box 65317, Tseung Kwan O Post Office, KLN. Once you have returned this form to us by fax or mail, these channels would be added to you within 1 working day.
    c) Please click here for online subscription. For monthly fee, please refer to the TVB NETWORK VISION RATE CARD.
  2. How can I upgrade my service plan?
    Please contact our Customer Service Hotline at 2399 9888 for arrangement.

9. Set-Top-Box Operation

  1. Can I install more than one Set-Top-Box within the same premises? 
    Please note that one broadband service can only support one Set-Top-Box. If you want to install more than one Set-Top-Box, you need to install one extra broadband service for IP TV. However, this is subject to the network coverage and technical feasibility. Please call our Customer Service Hotline at 2399 9888 for more details.
  2. Can I use one Set-Top-Box to connect to more than one TV set? 
    Each Set-Top-Box can only be connected to one TV set only. Additional Set-Top-Box is required if you need to watch our programs in another TV set.
  3. If I am not watching the TVB NETWORK VISION pay TV service, do I need to switch off the Set-Top-Box? 
    No, Set-Top-Box should always be kept in a standby mode in order to receive the latest updates and signals from the network.
  4. Does Smart (SIM) Card in the Set Top Box contain any personal data? 
    Smart (SIM) Card in the Set Top Box only stores the subscription service details of our customer and does not contain any personal data.
  5. Can TVB NETWORK VISION Set-Top-Box receive signals of local terrestrial TV channels / Star TV? 
    o, TVB NETWORK VISION Set-Top-Box can only receive signals from TVB NETWORK VISION network.
  6. Can I perform the pause/fast forward/fast backward functions on the TVB NETWORK VISION IPTV while watching? 
    You cannot perform pause/fast forward/fast backward functions, since TVB NETWORK VISION IPTV is a real-time broadcasting system.
  7. If the Set-Top-Box is turned off for a long time, will my previous settings be deleted? 
    In normal circumstances, the previous settings will be not deleted.
  8. What accessories come along with the Set-Top-Box? 
    A/V Cable x 1,Remote Control Unit x 1,Power Supply Unit x 1, AAA size batteries x 3.
  9. Can I have an additional AV cable from TVB NETWORK VISION if my cable is broken / damaged? 
    Sorry, we do not offer additional AV cable. You may buy another one from any electrical appliance shop.
  10. If all the A/V ports on my TV are fully occupied by my current devices, how can I watch TVB NETWORK VISION IP TV service? 
    You can either purchase an AV switch for multiple connection or you may use A/V inputs on other A/V devices such as a VCR or an A/V centre. The AV switch can be purchased from most electrical appliance shops.
  11. Why does the speed of HGC Broadband drop when I use both my HGC Broadband & IP TV service simultaneously? 
    The bandwidth is shared by HGC Broadband and TVB NETWORK VISION IP TV service. While you are using both services at the same time, the bandwidth of the broadband service will be reduced. Please turn off your Set-Top-Box when finished watching TVB NETWORK VISION IP TV Service, and the speed of the broadband service will be restored.
  12. How can I enjoy full bandwidth in my Broadband Access to Internet? 
    You can either switch your Set-Top-Box to standby mode via the remote control or turn off the power button on the front panel of the Set-Top-Box. After that the bandwidth will be fully utilized for Broadband Access.

10. Channel / Program Viewing

  1. Which channel provides Nicam and how to change the audio mode of those channels? 
    Part of the programs/channels that we broadcast provide Nicam selection. The audio feed can be selected by pressing the "blue button" on the remote control. For details in changing the audio mode, please refer to the User Guide – "Choose Audio Channel" section.
  2. How to prevent my child(ren) from watching adult channels? 
    "Channel Lock" can be used to prevent your child(ren) from watching adult channels. All you need to do is to turn on the Channel Lock function via your remote control by pressing the “Menu Button”. For more details, please refer to the User Guide. When you would like to watch the adult channel, please input the password that you have set previously (Pre-set password as “0000”).
  3. How can I learn more about the program schedules of TVB NETWORK VISION? 
    You can learn our program schedules through the following ways:
    1. Through our website (http://www.tvbnetworkvision.com) to get the weekly program schedules
    2. Through TVB Weekly magazine to get information about the exclusive channels provided by TVB.
  4. How can I learn more about the program showing on the screen? Is there any synopsis for me? 
    Yes, you can press the "EPG" Button by switching to “TVB NETWORK VISION Channel Guide”.

11. Personal Information Amendment

  1. How to change my mailing address? 
    Please contact our Customer Service Hotline at 2399 9888 for amendment.
  2. Can statement and promotion leaflet be sent to different address? 
    No. Only one mailing address is accepted. Thus, statement and promotion leaflet cannot be sent to different address.
  3. How to change my contact number and e-mail address? Answer
    Please contact our Customer Service Hotline 2399 9888 for amendment.
  4. How to prevent myself from receiving promotion leaflet/DM(s) from your company? 
    Please call our Customer Service Hotline at 2399 9888 and obtain a Change of Customer Records / Service form. Please fill in your request of not receiving any promotional materials on the form. Once you have returned this form to us by fax or mail, your request will be updated in our system, and we will stop sending promotion leaflet/DM(s) to you.
  5. Can I change the ownership of TVB NETWORK VISION account? What is the application procedure?
    Within the contract period, you cannot change the ownership of TVB NETWORK VISION account except you can prove that the register owner cannot continue to use the service of our company. (Valid document is required for verification and please send the completed “Application Form For Change of TVB NETWORK VISION Account Ownership” to our company.) For the application procedure of changing ownership, please kindly contact our Customer Service Hotline at 2399 9888. For the handling charge, please refer to the TVB NETWORK VISION RATE CARD.

12. Other service charge

  1. Is there any charges on on-site technical inspection and maintenance? 
    For normal equipment malfunction, the on-site technical inspection is free of charge. For those faults not caused by our service or equipment, a on-site technical inspection fee will be charged and the parts replacement fee is applied. For details of the charges, please refer to the TVB NETWORK VISION RATE CARD.
  2. What will be the Monthly Fee for having additional Set-Top-Box? 
    Please call our Customer Service Hotline 2399 9888 to check the fee.
  3. Is there any charge for collecting the equipment on-site? 
    Yes. Please refer to the TVB NETWORK VISION RATE CARD.

13. Notes to New Subscribers

  1. As a new subscriber, how will my first bill be calculated? 
    Please note that your first-month charges will be calculated from the service activation date to the first billing date on a pro rata basis. Thereafter, all monthly service fee are payable in advance and are non-refundable under any circumstances.
  2. How can I check my monthly bill? 
    You can check it through the web site (http://ebill.tvbnetworkvision.com) - simply click "My account" under the Customer Service and choose "My Bill" to review your latest statement. You can also contact our Customer Service Hotline at 2399 9888 for enquiries.
  3. How can I set up the Channel Lock function? 
    "Channel Lock" can be used to prevent your child(ren) from watching adult channels. All you need to do is to turn on the Channel Lock function via your remote control by pressing the “Menu Button”. For more details, please refer to the User Guide. When you would like to watch the adult channel, please input the password that you have set previously (Pre-set password as “0000”).
  4. How can I temporarily release the Channel Lock function?
    Please press the “MENU Button” on the remote control and then select “Channel Lock (Release)” function and then press “OK”
  5. How can I change the Default Password on Channel Lock function? 
    You can change your Default Password via your remote control by pressing the "Menu button", and select "Change PIN Code" and press the "OK button". Then, input the default password "0000". Afterward, you can enter the new password.
  6. How can I change the Default Password of the Set-Top-Box?
    You can change your Default Password via your remote control by pressing the "Menu button", and select "Change PIN Code" and press the "OK button". After inputting your old password, please input your new password for two times and then press OK.

1. Service Subscription

  1. How can I subscribe to TVB NETWORK VISION pay TV service?
    All you need to do is to call our Customer Service Hotline 2399 9888. Once you have given us the personal details and agree to subscribe to our service by paying a Monthly Service Fee as well as your premises fall within our coverage, we will arrange a technician to install the service at your premises.
  2. Which personal information is required during service subscription?
    - Register Name
    - Hong Kong Identification Card Number
    - Contact telephone Number
    - Birth Date
  3. How long will it take for installation after service subscription? How much is the service charge?
    If your premises fall within our service coverage, in general installation service is likely to take place about 4-14 days after service subscription. For details and enquiries, please contact our Customer Service Hotline at 23999888. Subscriber can enjoy selected channels of TVB NETWORK VISION via now TV transmission mode. For details of monthly service fee, please contact our Customer Service Hotline at 23999888.
  4. What is the difference between subscription via now TV and via TVB NETWORK VISION?
    Subscribers can choose customized service package via now TV subscription while subscribers needs to subscribe assigned service plan.
  5. Can subscriber of TVB NETWORK VISION pay TV service via now TV check the account details directly through TVB NETWORK VISION?
    No, all subscriber of TVB NETWORK VISION pay TV service via now TV, please contact now TV Customer Service Hotline at 1833888 for enquiries of account details.
     

2. Service Installation

  1. How long will it take for service installation within the coverage of TVB NETWORK VISION pay TV service? 
    For installation within the coverage of TVB NETWORK VISION pay TV service, normally it will take 4-14 days for service installation upon successful subscription. For details and enquiries, please contact our Customer Service Hotline at 23999888.
  2. What is the installation procedure for TVB NETWORK VISION pay TV service?
    Upon service subscription, technician will come to your home and install a Set-Top-Box and Broadband modem. These Set Top Box and Broadband modem will be connected to your TV set and CABD wall-plate. Once installation is completed, you can receive TVB NETWORK VISION signal and watch our programs.
  3. How do I know that the TVB NETWORK VISION pay TV service is successful installed?
    After the technician has connected the Set-Top-Box to your TV set and CABD wall-plate, you can follow the instruction below to ensure whether the installation is successful or not:
    1. Turn on your TV set and switch to AV channel;
    2. Turn on the Broadband modem;
    3. Turn on the Set-Top-Box after 30 seconds;
    4. Switch to any channel on TVB NETWORK VISION pay TV platform using your remote control
    If you cannot view any program or find that your Set-Top-Box is not responding, please call now TV Customer Service Hotline at 1833888.

3. Service Termination

  1. How to check my contract end date and the procedure for service termination?
    Please contact now TV Customer Service Hotline at 1833888 for enquiries.
  2. What is the procedure for service termination?
    Please contact now TV Customer Service Hotline at 1833888 for enquiries.
  3. How can I cancel the additional service or premium channel?
    Please contact now TV Customer Service Hotline at 1833888 for enquiries.
  4. How can I change my service plan?
    Please contact now TV Customer Service Hotline at 1833888 for enquiries.
     

4. Service Upgrade and Plan details

  1. How can I subscribe to Adult channels?
    Please contact now TV Customer Service Hotline at 1833888 for enquiries.
  2. How can I subscribe to additional service or premium channel?
    Please contact now TV Customer Service Hotline at 1833888 for enquiries.
  3. How can I upgrade my service plan?
    Please contact now TV Customer Service Hotline at 1833888 for enquiries.
     

5. Channel / Program Viewing

  1. Which program provides Nicam and how to change the audio feed of each channel/program?
    Please contact now TV Customer Service Hotline at 1833888 for enquiries.
  2. How can I learn more about the program schedules of TVB NETWORK VISION?
    You can learn our program schedules through the following ways:
    1. Through our website (http://www.tvbnetworkvision.com) to get the weekly program schedule
    2. Through TVB Weekly magazine to get information about the exclusive channels provided by TVB
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