Bill

Q1	Is view eBill service available to all subscribers?
Q2	Is there a limit to the number of times I can access my eBill?
Q3	What is an itemized bill? How can I receive an itemized bill and how much does it cost?
Q4	Can I access last month's statement?
Q5	What is an email bill?
Q6	How much does an email bill cost?
Q7	How can I get an email bill ?
Q8	How do I cancel email bill?
Q9	As a new customer, when do I get my first bill? What charges are included in my first bill?
Q10	Can I use an e-mail address other than the one I used to register in 'My Account'?
Q11	How can I print my eBill A4 portrait size?
Q12	What is my monthly bill cut-off date?
Q13	How soon can I retrieve my eBill after the billing cycle ends?
Q14	How long does it take to change tariff plans and/or a VAS package?
Q15	How do I change my tariff plan/VAS package?
Q16	How are extra minutes charged for?
Q17	Why is billed airtime usage different from the record in my handset?
Q18	How is the airtime of a call calculated?
Q19	How can I check airtime usage on my last month's bill?
Q20	How can I check my unbilled airtime usage?
Q21	How do I pay my bill?
Q22	How do I apply for Autopay and how long will it take to process?
Q23	Where can I find the account number / payment number?
Q24	What is the payment-due date?
Q25	How can I get service reinstated after suspension because of non-payment?

Q1 Is view eBill service available to all subscribers?
Yes, to all who register at 'My Account'.

Q2 Is there a limit to the number of times I can access my eBill?
Not if you access your eBill online. You can e-mail or fax each of your bills a maximum of three times.

Q3 What is an itemized bill? How can I receive an itemized bill and how much does it cost?
An Itemized bill shows the local call details and is charged at HK$30 each. To receive an itemized bill by post, just call our Customer Service Hotline 1000 or Business Customer Hotline on 10088.

Q4 Can I access last month's statement?
Yes. You can access your last three months' statements on eBill.

Q5 What is an email bill?

An email bill allows you to receive monthly bills by email, saving you time, while protecting the environment.

Q6 How much does an email bill cost?
It's absolutely FREE!

Q7 How can I get an email bill ?
Simple. Just log on to 'My Account' and register at the eBill section.

Q8 How do I cancel email bill?
Just go to our eBill section and select to opt-out.

Q9 As a new customer, when do I get my first bill? What charges are included in my first bill?
It takes around two weeks to get your first bill and includes a pro-rata service charge (from the date service was activated to the bill cut-off date). One month's advance service charge and other charges such as additional airtime charge, IDD and roaming are included.

Q10 Can I use an e-mail address other than the one I used to register in 'My Account'?
No. The email address should be the one you used to register in 'My Account' since the service is exclusive to subscribers. If you changed the email address when you opted in to email Bill, our system will automatically update your registered email address in 'My Account'.

Q11 How can I print my eBill A4 portrait size?
Just click from the menu in your Internet browser, then set the right margin to<0.25> and select .

Q12 What is my monthly bill cut-off date?
Your bill cut-off date is shown as the <Bill Date> on your bill. Your free-minute entitlement is reset at midnight of that day.

Q13 How soon can I retrieve my eBill after the billing cycle ends?
Your eBill will be available approximately seven days after the end of your billing cycle.

Q14 How long does it take to change tariff plans and/or a VAS package?
Tariff plan changes are effective the day after your next bill is issued. VAS package changes are effective within 24 hours of your request, unless otherwise specified.

Q15 How do I change my tariff plan/VAS package?
You can change your plan and/or VAS package by calling our 24-hour Consumer Service Hotline on 1000 or Business Customer Hotline on 10088.

Q16 How are extra minutes charged for?
Extra minutes are charged when usage exceeds free minutes available under your tariff plan. Charges for additional minutes vary depending on your tariff plan.

Q17 Why is billed airtime usage different from the record in my handset?
The record in your handset is for reference only. Actual billed usage is based on our system records, so it's important to keep in mind that airtime starts when the recipient answers a call and ends when the caller/recipient hangs up. Also, if a call lasts less than a minute, a full minute's airtime will be charged.

Q18 How is the airtime of a call calculated?
Airtime starts when the recipient answers the call and ends when the caller/recipient hangs up. Airtime is charged for each minute. Fractions of minutes will be charged as one minute. There is no charge if the line is busy or if there is no answer.

Q19 How can I check airtime usage on my last month's bill?
You can click on <Airtime Usage Summary>. Your monthly airtime usage and breakdown are shown on the pop-up page.

Q20 How can I check my unbilled airtime usage?
You can check it conveniently by calling our 24-hour Consumer Service Hotline on 1000 or Business Customer Hotline on 10088.

Q21 How do I pay my bill?
You can pay online via eBill. You can also pay your bill at 7-Eleven by presenting the bill payment slip, send a check, use PPS, ATM or Jetco or pay directly with your credit card or from a savings account using Autopay. For certain payment methods, you'll need a payment number which you'll find at the top right of your bill/eBill.

Q22 How do I apply for Autopay and how long will it take to process?
You can apply for Autopay by calling our 24-hour PCCW Consumer Service Hotline on 1000 or Business Customer Hotline on 10088 or by visiting a PCCW shop offering full service. If debiting payment from your bank account, the service will become active between four and six weeks after application. If debiting payment from your credit card, the service will be active immediately

Q23 Where can I find the account number / payment number?
For 3G customers, please refer to the "Account Number" printed on the upper part of the bill for settling payments when using an ATM or PPS. For 2G customers, please refer to the "Payment Number" printed on the upper part of the bill for settling payments when using an ATM or PPS.

Q24 What is the payment-due date?
The payment-due date is shown on your bill/eBill.

Q25 How can I get service reinstated after suspension because of non-payment?
To provide customers with continuity, your service is auto-reconnected if we receive payment within 14 days of suspension. You can also call our Consumer Service Hotline on 1000 or Business Customer Hotline on 10088 for reconnection by quoting your payment reference code.