1.1 What are the features of the Online Customer Service?
- The Customer Service Portal offers online self-services, including e-Billing, Account Profile Management, Subscription of Value Added Service, and Change of Payment Method.
1.2 How can I register for the Online Customer Service?
- Please input your Wharf T&T Account Number and your Business Registration number, then submit. We will send the password to your e-bill email address within 15 miniutes. Please contact our Customer Service Hotline 121-000 if you find any problems.
1.3 How can I log-in the Online Customer Service?
- Please input your Wharf T&T Account Number and the password we sent to you via email. Please contact our Customer Service Hotline 121-000 if you find any problems.
1.4 Can I change my password?
- Yes, you can change your password anytime. After logging into Online Customer Service, you will be invited to input your old password and new password. Your new password should be a minimum of 6 characters and consist of at least 2 alphabets and 2 numbers. Your new password will become effective in your next log-in.
1.5 What should I do if I forget my password?
- Please press "Forget Password", you will be asked to input your Account Number and Business Registration Number. After that, we will send you a confirmation email with a new password within 15 minutes. Or please call our Customer Service Hotline for regeneration of password. A new password will be sent to you via email.
1.6 How can I contact your Customer Service Executive?
- Please call our Customer Service Hotline 121-000 or email us at cc@wharftt.com.
2.1 When will I receive the bill?
- The bill will be sent to you on a monthly basis either by post or by email. You can also view your latest 3 bills at our Online Customer Service anytime.
2.2 How can I pay the bill?
- You can pay your bill by Cash, Cheques, Credit Card, PPS, Direct Debit, ATM, Internet Banking, or Phone Banking. Please click here for details.
2.3 How can I register e-bill?
- Please call our Customer Service Hotline 121-000 or email to cc@wharftt.com.
2.4 Can I still receive paper bill after registered for e-bill?
- If you register for e-bill, you will no longer receive paper bills by post.
2.5 How much does it cost if I want to receive paper bill?
- We will charge $10 per bill if you want to receive the bill by post. It is free of charge to receive the bill via email.
2.6 Can I pay the bill at 7-Eleven if I do not have any hard copy on hand?
- You are required to pay the bill at 7-Eleven in Hong Kong together with the statement or reminder that has a "Bar Code" on it. However, you may use other payment methods mentioned above to pay the bill.
2.7 Can I pay the amount that is not equal to the amount printed on the bill?
- Yes, you can pay any amount that you prefer.
2.8 Can I have the copy bills of the previous months?
- You can view your latest 3 bills in Online Customer Servcies in our Customer Service Portal anytime. If you request the bills that are more than 3 months before, you can call our Customer Service Hotline 121-000. The handling charge is $50 per copy.
2.9 I have received your ebill but I cannot open it.
- Our ebill is saved in PDF format. You can open it by installing the "Acrobat Reader".
3.1 How to activate Call Forward?
- To forward all calls, please lift your handset & dial *05. After you hear a special tone, dial the telephone number your calls are to be forwarded to. You will then hear a confirmation tone.
To forward the call while your line is busy, please lift your handset & dial *06. After you hear a special tone, dial the telephone number your calls are to be forwarded to. You will then hear a confirmation tone. This does not apply to hunting or Supertone service (except Premium).
To forward the call while there is no answer, please lift your handset & dial *07. After you hear a special tone, dial the telephone number your calls are to be forwarded to. You will then hear a confirmation tone. This does not apply to Supertone service (except Premium).
If you cannot activate any call forward successfully, please call our Customer Service Hotline 121-000 to check whether you have subscribed the Call Forward service.
3.2 How to cancel Call Forward?
- To cancel all calls forward, please lift your handset & dial #05. You will hear a confirmation tone when completed.
To cancel busy call forward, please lift your handset & dial #06. You will hear a confirmation tone when completed.
To cancel no answer call forward, please lift your handset & dial #07. You will hear a confirmation tone when completed.
3.3 How to access to Remote Call Forward Service?
- To access Remote Call Forward Service, please dial 2112-1233 & follow the voice prompt. First of all, you will be asked to input your telephone number. Then, you have to enter the PIN (Your starter PIN will be your telephone number). For security reason, we recommend that you change your PIN to a number between 4-8 digits.
You can choose to activate or deactivate your Remote Call Forward Service according to the menu. If you have not subscribed to the Remote Call Forward Service, please call our Customer Service Hotline 121-000 or the Account Manager.
3.4 How to set up Conference Calling?
- After you have established a call, press flash once. You will hear three beeps followed by a dial tone and the original party is automatically put on hold. Then dial the number you want to add to the call. After the person answered you call, press flash once and you will have a 3-party conference call.
3.5 What is the access number of MessageMaster - Voice Mail?
- From your Wharf T&T telephone line, press *18. From any other Wharf T&T telephone line, press *18 & *, then enter your mailbox number. Your mailbox number is your telephone number. From any telephone line, dial 121-288. From overseas, dial (852) 2112-1288.
3.6 How to set up my mailbox?
- Dial *18 or 121-288, the Messaging Centre's voice prompt will guide you through each step. You will be asked to enter your Starter Pin, the Starter Pin is your telephone number. Please change your PIN to a number between 6 - 10 digits long. If you want MessageMaster to receive calls when the line is busy, please press *06 *18. If you want MessageMaster to receive calls when you cannot answer, press *07 *18. Please click here for the Quick Reference Guide for other set up options.
3.7 How to retrieve my voice mail?
- From your Wharf T&T telephone line, press *18. From any other Wharf T&T telephone line, press *18 & *, then enter your mailbox number. Your mailbox number is your telephone number. From any telephone line, dial 121-288. From overseas, dial (852) 2112-1288.
4.1 How can I register Broadband Internet Services from Wharf T&T?
- Please call our Sales Hotline (852) 121-888 or email us at bm@wharftt.com
4.2 Will Wharf T&T setup PC for me?
- Yes, our field engineer will help to setup a PC in your office to demonstrate our broadband and email services and distribute a setup instruction CD for reference after the installation is completed. Please prepare your PC before our field engineer comes to install the broadband service for you.
4.3 Can I relocate Wharf T&T broadband equipment myself?
- Yes, you may do so within your office premises if you know the cabling among our equipment. Please contact our Customer Service Hotline 121-000 to arrange an appointment for relocation.
4.4 How can I contact you if I have any problem?
- Please call our Customer Service Hotline 121-000.
4.5 What can I do if I cannot connect to Internet?
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Check Proxy Setting. Click proxy.ppt for sample setup. |
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Check IP address from Windows.
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Windows 2000/XP, click NT_2000_ XP.ppt. |
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Windows Vista, click Vista.ppt | |
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Make sure that our broadband equipment is connected and powered up. Click BB.ppt for detail. |
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Check your PC(s) LAN connection. Click LAN CARD.ppt Try to reset our equipment and your PCs and try again |
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Your LAN interface card may be disabled. Re-enable it and try again. Click LAN.ppt for detail. |
4.6 Can I use another ISP's DNS servers for Internet connection?
4.7 What can I do if my broadband connection is always disconnected?
- Please try to reset our equipment and your broadband equipment (if any). If the problem still persists, please call our Customer Service Hotline 121-000 for further investigation.
4.8 Why I access some website slow in speed?
- Wharf T&T is connecting to the major countries with premium international operators with sufficient bandwidth. However, congestion may occur sometimes within some operators during peak hours. Please run traceroute command from MSDOS windows to some Internet Websities (Click TRACEROUTE.ppt for sample) and send the result to us at cc@wharftt.com. If you have any question, please call our Customer Service Hotline 121-000 for fault isolation.
4.9 What is the maximum throughput will be for 2Mbps and 4Mbps services?
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2Mbps: 240kbps |
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4Mbps: 480kbps |
4.10 Do I need to setup IP address and DNS into my PC?
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Single / multiple service plans, you don't need to set the IP and DNS address, our system will automatically assign them to you. PC SETUP.ppt |
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Premium service plans, you require to setup IP address and our DNS into your PCs. PC SETUP1.ppt |
4.11 Can I use my own broadband router to share Wharf's broadband service?
4.12 What is the preferred system requirement for Wharf T&T Business Broadband service?
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CPU --------------------------------- Pentium or above |
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Physical Memory ------------------ 256MB RAM or above |
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Operating System ----------------- Windows 98 or above |
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Ethernet Adaptor ------------------ 10/100Base-T Ethernet Card |
4.13 What kind of cabling should I use to connect my PC to Wharf's broadband equipment?
- Straight-through Ethernet cable.
4.14 My broadband line bundled with a firewall form your company, what should I do if I cannot connect to the Internet.
- You can call our Customer Service Hotline 121-000 to isolate the problem. However there are many things that you can do to isolate the problem yourselves before you report fault to us.
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Conduct ping test to all other PCs inside your network to check for LAN connectivity. |
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Check LED status of our firewall equipment. |
For PIX 501 LED state: PIX 501.ppt
For PIX 506 Front LED state: PIX 506.ppt
4.15 My broadband line bundled with a firewall form your company. What can I do if only some PCs cannot connect to the Internet?
- This problem usually occurs on PIX 501-10 firewall. The firewall only allows 10 concurrent internet connections at a time. If you need to connect more PCs to the internet, please call our Customer Service Hotline 121-000 to upgrade the service plan if required.
5.1 What can I do if I cannot receive and send out emails?
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Check if Internet connection is normal. If not, please call our Customer Services to report fault. |
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If the Internet connection is good, please check your outlook setup and make sure that they are corrected. You may want to download the setup instructions from our website of www.wtt-mail.com or call our Customer Services for detail. |
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It may cause by account quota exceed; you want to check your account status by logging in to www.wtt-mail.com and remove emails from there. If your email accounts belong to other ISPs, please contact their customer services for support. |
5.2 What kind of Email Browsers supported by Wharf T&T email services?
- We support most of POP3 mail services such as MS outlook express, MS outlook.
5.3 What is the different between web mail and Internet mail?
- Web mail is the email services that user can access by Browsers. User do not need to have an email program such as Microsoft Outlook, installed in his / her PC. Mail contents are kept in the mail server; i.e. emails will not be kept in your PC. Wharf's Web Mail is one of the examples of Web mail. It allows you to read your emails at any computer without being downloaded. You can access to email service at any place at your convenience. Be remember to log off from any Web mail system after you finished using it.
In contrast, Internet mail requires you to download the emails to your own PC; i.e. for reading your emails each time, you need to download the incoming emails. With Wharf T&T email service, you may select either one as you prefer.
5.4 Can I attach documents to my email messages? Is there a limit in size of the documents?
- Yes, you can attach any kind of files such as DOC, VIDEO, VOICE files etc. The maximum size of the email depending on the overall storage of your mail boxes. Each of the user account comes with 10M storage. If you have already 5M storage in your mailbox, your maximum attachment size is 5M.
5.5 Why can I only send out plain emails but cannot send out emails with attachment? (Is this question relevant?)
- It may cause by your own PC or the slowness of the Internet connection. Please restart your PC and broadband routers. If the problem persists, please call our Customer Service Hotline 121-000 for assistance.
5.6 Can I use other email services with Wharf's broadband line?
- Yes, you can. Some ISP, like Wharf T&T's SMTP server requires authentication. For set up, please check "My outgoing server (SMTP) requires authentication" from Outlook, select "use same settings as my incoming mail server" SMTP.ppt
5.7 How can I check my domain name status?
5.8 Why do I get a 'Failed Delivery' message?
- When you get mail from a 'MAILER-DAEMON' of a "Mail Delivery Subsystem", with a subject similar to "Failed Delivery" this means that a message, which you sent, was undeliverable and has been "bounced" back to you. Most of the case is typo mistake makes the email address unrecognized by email servers. Please check the recipient address carefully and resend again. Or you need to verify if the address is correct. There are other reasons too, if you would like us to investigate, just copy and paste the error message and send to us for investigation. It will be helpful when we attempt to determine why your message being bounced.
5.9 How can I manage my Wharf T&T email accounts?
- Two scenarios:
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Your company has setup an email server and your IT will help you to manage the user accounts. |
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You subscribe email services from Wharf, you may manage your owned email accounts through http://www.wtt-mail.com. |
5.10 What can I do if I want to check email when I am not in the office?
5.11 What are the limitations for password?
- Password must be within 6-12 characters long. It can include alphabets, numbers or special characters like "-", "." Or "_". For security reason, we do not recommend the use of ID numbers or names.
5.12 What can I do if I get a connection refused message?
- Check if you have configured the correct email servers in your email browsers.
The Wharf's email servers are:
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POP: mail.wtt-mail.com |
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SMTP: smtp.wtt-mail.com |
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IMAP: imap4.wtt-mail.com |
5.13 How many mail recipients can I include in an email?
- In order to reduce email spam and junk mail, we limit the number of recipients to 100.
5.14 What if my account exceeds the storage quota?
- If your account reaches your storage quota, the messages, attempting to send to you, will be returned to the senders with an error message to state that your storage limited is exceed.
5.15 How can I confirm when my account reach email storage quota?
- You will find the percentage of the usage of your account once you login from the webmail.
5.16 If I delete emails, can I recover it?
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From the webmail, if you delete the emails, all of them go to the trash folder. We will not remove them until you empty the trash folder. You may want to retrieve the deleted messages from there. |
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From outlook, the same as our webmail services, you can retrieve the deleted message from the trash folder as long as you have not emptied it. |
