24-Hour Customer Care Hotline Operation Guide

• Call / Use handset to dial• Select language• Enter CMHK mobile phone number. (you can press “1” to skip the input if call from your handset)• Press the required number to select menu (Through out the service introduction, you may press "0" to return to the main menu or press "9" to return to the previous menu at any time.)

2945 8888 888

Cantonese (1) / English (2) / Mandarin (3)

1 Bill EnquiryCheck usage/account information - Check airtime & mobile data usage, payment due date and bill account via SMS (Free of charge)

- Check data roaming usage via SMS (Free of charge)

- Check the payment due date and bill amount of your latest bill via SMS (Free of charge)

- Check the billing details of your latest bill via MMS (Enquiries from overseas destinations are subject to data roaming charges.)

- Receive free monthly reminder SMS when the latest MMS bill is ready - Listen to bill details on handset (Local intra-network/Basic airtime will be deducted)

- Listen to bill details: select language, enter CMHK mobile phone number & press (Local intra-network/Basic airtime will be deducted if call is made via handset)

(Or call 29458888 on other telephone)1

888

# 122

* 120 * #01

* 122 * #01

* #120

* #127

* #122

Connecting Tone Service

To apply / set up / download connecting tonesTo apply "My Channel"

# 333

Password ResetCustomer can press(xxxxxx is the �rst 6 numeric digits of personal identi�cation document number.)

* * #102 XXXXXX

CMHK Website

- www.hk.chinamobile.com

To check/ pay bills, subscribe/change of services and purchase handsets etc.

CMHK App

- CMHK App not only available to check bills, pay bills, monitor usage and subscribe service, customer also can get information of di�erent services and download other CMHK App.

China Mobile Hong Kong Online Shop

- China Mobile Hong Kong Online Shop provides the hottest handsets, accessories, service plans, prepaid cards and prepaid cards re�ll vouchers etc. You can enjoy shopping your favorite products or services anytime anywhere and also our Pocket Wi-Fi rental service via online shop.

Methods to enter China Mobile Hong Kong Online Shop

Method 1: Enter “China Mobile Hong Kong Online Shop website” (www.hk.chinamobile.com) > Select “Online Shop”

Method 2: Download and open “China Mobile Hong Kong mobile app” >Select “Online Shop”

Short Message Service (SMS)

Send International SMS • Compose your message

• Press + or 001 Country Code Tel. No.

1

Call Forwarding

All Call Forwarding Activate De-activate

No Answer Call Forwarding Activate De-activate

Unreachable Call Forwarding Activate De-activate

Busy Call Forwarding Activate De-activate

Quick Activation of all the above Call Forwarding function to the same tel. no. (except All Call Forwarding)

To de-activate all the above Call Forwarding functions

Remote Call Forwarding (To activate/de-activate All Call Forwarding via other touch-tone phone)

To activate, dialTo de-activate, dial Once customer has activated voice mail service, calls will be forwarded to the voice mail automatically (except when roaming) when customer's mobile is unreachable, busy or has no answer, even if none of these call forwarding functions is activated.

29458888

2

2

2

2

Select language Enter CMHK mobile phone number

29458888 Select language Enter CMHK mobile phone number

# # #002

* * #* Tel. No.004

* * #* Tel. No.67

# # 67 #

* * #* Tel. No.62

# # 62 #

* * #* Tel. No.61

# # 61 #

* * #* Tel. No.21

# # 21 #

2 1

2 2

Sub-MenuMonthly Invoice Copy, Airtime Usage &Account InformationPayment Methods & Check Address Proof Submission DateChange service planChange customer passwordContract PeriodRemaining Handset Rebate Amount

Main Menu Monthly Invoice Copy, Account Information & Payment Method

Operation of Remote Call Forwarding & Activation of Value-added Services

Info on latest Handset o�er & Mobile Data Service Plan

1-Card-Multi-Number, Roaming, IDD, Entertainment & other Value-added Services

Addresses of Shops, Customer Centre, Network Service Opinion Zone & Other Enquiries

Report Loss

Dectivate or deactivate value added services

iPhone Handset Enquiries

1

2

3

4

5

6

1

2

3

4

8

5

6

7

Applicable to CMHK service plan subscribers.1

Shops & customer centre addressesRepair serviceNetwork Service Opinion Zone

1-Card-Multi-Number serviceRoaming serviceIDD ServiceEntertainment serviceOther value added service

“Supreme Greater China”4G Service Plan“Lite Mover” 4G Service PlaniPhone handset o�erOther latest handset o�er

“Supreme Greater China”4G Service PlaniPhone handset o�erOther latest handset o�er

iPhone handset o�erOther latest handset o�erExtra data package

2G Customer

3G Customer

4G Customer

Set Remote Call ForwardingCancel Remote Call ForwardingActivate Voice MailActivate Data and MMS ServiceActivate Conference Call

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2

3

4

5

Activate or deactive "International roaming service"Activate "1 card multi number value-added Services"Activate or deactive "Mobile data service"Activate "Data roaming zone service"Activate "Voice mail"Activate "Conference Call"

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3

6

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1

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2

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CMHK COMMON FEATURES USER GUIDE

iOS Android

M/P/ECFUG/5044/1609/007

# 43 #

Call Waiting & Call Hold

Activate

De-activate* #43

Cross-Border Communication Service

China "1-Card-Multi-Number" Value-added Service

Activate

De-activate

China 1-Card-Multi-Number Voice Package (100mins/month)

Activate

China 1-Card-Multi-Number Voice Package (250mins/month)

Activate

China 1-Card-Multi-Number Voice Package (800mins/month)

Activate

China 1-Card-Multi-Number 1-Day Pass

Activate

China 1-Card-Multi-Number 7-Day Pass

Activate

Hong Kong Ringback Tone Service

Activate

Roaming Call Back Service

(Hong Kong number will be shown on recipient's handset when call to Hong Kong destination number.)

Monthly charges apply once you activate the services via the above methods.

1-Card-Multi-Number voice package subscribers are required to commit a service contract which ends the same with its service plan.

5

5 *

*

*

*

5

5

5

5

* * #110 008

* * #110 102

* * #110 109

* * #110 309

* * #110 010

* * #110 009

* *115 Recipient's Number

* * #110 59

* #108

IDD1597 Service

To call overseas

To temporarily cancel or re-activate IDD1597 service:

Re-activate

Temporarily De-activate

(No registration nor deposit required for IDD1597 service. You can make calls to designated countries, please refer to the lea�et for details.)

1597 Tel. No.Country Code Area Code

* * #107 01

* * #107 02

IDD001 Service

To call overseas

To block all outgoing calls Activate De-activate

To block all incoming calls Activate De-activate

To block outgoing international IDD calls Activate De-activate

To block all incoming calls when roaming overseas Activate De-activate

To block outgoing international calls when roaming overseas (except calls to HK)

Activate De-activate

The availability of this feature depends on the network setting of overseas networks. The default PIN should be "0000". To change the PIN, please refer to your handset manual.

001 Tel. No.Country Code Area Code

# 332 * #PIN* * #PIN332

* * #PIN351# 351 * #PIN

* * #PIN331# 331 * #PIN

# 35 * #PIN* * #PIN35

* * #PIN33

# 33 * #PIN

+

+ Cancel all call forward is required before use, please dial ##002#

Roaming Service

China Roaming Customer Service Hotline (Service plan customers can call this hotline for free in China)

Activate/Deactivate Roaming Service

Activate International Roaming – Voice & Data:(Customer must enable local data service (Press *106*01#) �rst before activate the roaming data service)

Activate International Roaming - Voice only:

Deactivate:

All International Roaming – Voice & Data:

(Once deactivated, the service cannot be activated overseas with above method)

- Customer should active service before leaving Hong Kong- Since part of the roaming operators do not support short code, suggest to activate or de-activate the International Roaming Service by pressing USSD code before leaving Hong Kong when necessary

Customers can temporarily apply “Data Roaming Zone” service to enjoy specied o�er of data service.

Enquiry

Roaming Call Back Service (No registration or deposit is required)

To call back Hong Kong

To call local number& other countries

To retrieve voice messagesfrom mailbox

Alternatively, you can use IDD001 service to call back HK or call other countries directly:

To call back Hong Kong

To call other countries

Roaming Voice Mail

Forward Code21-All Call Forwarding 61-No Answer Call Forwarding62-Unreachable Call Forwarding 67-Busy Call Forwarding

Default International Call Forward Service(If the international call forward service is not activated when customer is roaming abroad, all calls will be directed to voice mail.)

Activate

De-activate

Roaming charges apply once you answer the return call from our system, regardless of whether the called line is unreachable, has no answer or divert to voice mail. Therefore, you are recommended to cancel all call forwarding functions by pressing ##002# before departure. Please pay attention, roaming charges also apply when calls are diverted to voice mail/SMS secretarial service.

For roaming coverage & tari� enquiry, please visit our website for details.

“1-Card-Multi-Number Service” customer is not eligible to use *138* roaming service within “1-Card-Multi-Number Service Regions”.

Only applicable to certain designated roaming countries.

Country Code+ Area code (if applicable) Tel. No.

8

8

8

+ HK telephone no.852

* * #115 218

* * Country Code Area Code115 001

Telephone no. #

* * HK telephone no. #115

* * #109 03

* * #109 02

* * #110 611

* * #109 01

400 120 4000

6

7

8

6

7

* * #110 213 * 01

* * #* 62386238Forward Code

* * #110 213 * 02

Conference Calling

To use this feature, all calls must be dialed from the same party.

To Set Up a Three-way Conference Call

• Please ask the �rst caller to hold the line, then press

• Enter the second caller's mobile number

• Press

To talk to one caller while setting the other caller on hold

• Press then (the �rst caller) or (the second caller) to choose whom you

want to continue the conversation with, then press

• To include the waiting caller back into the conversation, press

2

3

2 1 2

3

(To activate this feature, new customer is required to call Select language Enter CMHK mobile phone number and press )

29458888

2 5

Voice Mail

To Retrieve Voice Message from Mailbox

• Retrieve via customer's handset

• Retrieve via other telephone

• Retrieve from overseas or

• Retrieve by 1-Card-Multi-Number customers in China

Customer can also use Voice Mail service while roaming abroad. Please refer to the "Roaming Service" section for the using methods.

Customer can follow the voice instruction to change system language and SMS noti�cation language. The selected language will be applied to the system's voice instruction, caller's recording instruction and SMS noti�cation.

To Retrieve Fax

• Print your fax out by using any fax machine with headset feature

Mailbox password is the same as customer password. Starting from 14/04/2015, for subscribers with activated the voice mail service to create or change customer password, the new password will also be applicable to access voice mail service; if no change has been made, the two existing passwords will be remain unchanged. For subscribers newly activate voice mail service start from 14/04/2015, the password will be the same as the customer password.

3

920892183

218

92089218

* * #115 218

* * #115 218

+ 92089218852

(To activate this feature, new customer is required to call Select language Enter CMHK mobile phone number and press )

29458888

2 3

Mobile Data Service (applicable to Hong Kong and roaming service.)

• Re-activate

• Temporarily De-activate

Customers can also choose di�erent mobile data service plans according to their needs, please visit our shops for details.

To Apply Extra Data Usage(Applicable to 3G/4G customers)

Charges apply once you apply extra data usage via the above method, please refer to the lea�et for details.

* * #106 01

* * #106 02

* #114

4

4

CMHK COMMON FEATURES USER GUIDE

The above method is only applicable to some non-smart phones.#

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+