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Service Pledges

Rely on us for convenience, high speeds and a smooth connection, because we are committed to helping you stay better connected, better informed, and better entertained.

Item Performance Target Q3 2018
Actual Performance
Q4 2018
Actual Performance
Q1 2019
Actual Performance
Q2 2019
Actual Performance
Network Quality 1 Network Coverage
a 3G Outdoor 99.45% 99.42% 99.57% 99.94% 99.9%
b 4G Outdoor 99.10% 99.02% 99.07% 99.02% 99.01%
2 Voice Quality
a Drop Call Rate 0.11% 0.09% 0.09% 0.08% 0.09%
b Connectivity Rate 99.04% 99.05% 99.03% 99.03% 99.05%
3 Average Data Upload & Download Speed
a 3G Upload Speed ≥1.5Mbps Complied Complied Complied Complied
b 3G Download Speed ≥3Mbps Complied Complied Complied Complied
c 4G Upload Speed ≥7Mbps Complied Complied Complied Complied
d 4G Download Speed ≥15Mbps Complied Complied Complied Complied
4 Network Reliability
a Base Stations 99.48% 99.26% 99.49% 99.49% 99.54%
b Switching Centre >99.99% 100% 100% 100% 100%
Customer Service 5 Bill Complaint Handling 95% will be completed within 5 working days 100% 100% 100% 100%
6 Service Quality Complaint Handling 95% will be completed within 5 working days 100% 100% 100% 100%
7 Hotline Answer Rate within 20 Seconds 93% 94% 95% 94% 95%
Remarks