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| Billing |
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Bill Reading Guide |
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- Is there guide to help understand bill presentation? |
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| | You may go to 3HK website here. A "Bill Reading Guide" is available for your easy reference.
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Billing Enquiry |
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- I found various tariff plan items in my bill, what are they? |
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| | More than one tariff plan item will be displayed in your bill under following conditions when
- your tariff plan has been changed;
- your SIM has been replaced;
- your account has been disconnected and reactivated;
- your mobile number has been changed.
There is no duplication in tariff plan charging.
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- Why I receive the paper bill ? I didn’t request for it. Will charge to my account? |
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| | Paper bill of first two months are free the fee and starting from the third month and onwards; SMS or Email (if applicable) bill will be sent to your after bill generation.
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New Customer |
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- Is there any reading guide available to help the understanding of the bill content ? |
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| | Your billing information can be checked through either way as below:
- 3HK website - www.three.com.hk
- Planet 3
- Dial short code*230
- 3Care App
- 3iChat
- Call at 31663333 hotline interactive voice response system(IVRS)
Besides, you can also click here (relevant 3website link) or download My3 App to check the detailed call record free of charge.
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Payment Method |
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- How can I pay my bill ? |
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| | 3HK provides various payment methods, including,
- 3HK Website www.three.com.hk/payment_eng
- relevant ATM machines with sign of providing "BILL PAYMENT SERVICE" / "JET PAYMENT"
- PPS
- Watson's Store
- by cheque
- 3Shop
Please allow 2 working days to process your payment and at least 3 working days for your cheque to reach us before the Payment Due Date.
Besides, you can settle bill payment by auto-pay through Bank Account or Credit Card. Application forms are available for download through (3HK Website).
For applying auto-pay by Credit Card, please just return the signed form to any of our 3Shops. For Bank Account autopay, please return to your own Bank for processing.
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Usage Enquiry |
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- How can I check my recent usage not yet charged into bill? |
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| | Your billing information can be checked through either way as below.
- 3HK website -www.three.com.hk
- Planet3
- 3Meter App
- 3Care App
- My3 App
- Dial short code*280
- 6. Call hotline interactive voice response system(IVRS) at 31663333
Besides, you can also click here or download My3 App to check the detailed call record free of charge.
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| Mobile Network Setting |
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| Mobile Broadband |
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3G / 4G LTE Data Speed |
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- 1. What’s the data speed of 3HK, including download speed and upload speed? |
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| | For 3G Network, the upload speed is up to 5.76Mbps while download speed is up to 42.2Mbps.
For 4G LTE Network, the upload speed is up to50Mbps while download speed is up to 100Mbps. What’s more, the download speed is up to LTE CAT 4 150Mbps.
Please note the actual data speed is subjected to the network state, network setting, network specification, user device, transmission technique and so on.
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USB Modem |
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- Does 3HK offer USB modem? |
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| | 3HK offers variety of USB modems and related plans for customer to consider. Please visit our website at here for details.
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| WiFi Service |
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Connectivity |
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- Why I can auto login your hotspots? |
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| | New auto-login function is now available. You can auto login the 3HK Wi-Fi network, for the device supporting auto-login feature please clickhere
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- I forget to logout from Wi-Fi service before turning off my electronic device. Am I already disconnected? |
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| | Please note that turning off your electronic device (e.g notebook computer or smart phone) will not disconnect the Wi-Fi connection. However, the connection will still be disconnected automatically if the connection has been idled for 15 minutes without data transfer in between your device and the access points.
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- I forget to logout from Wi-Fi service before turning off my electronic device. Am I already disconnected? |
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| | Please note that turning off your electronic device ( e.g notebook computer or smartphone ) will not disconnect the Wi-Fi connection. However, the connection will still be disconnected automatically if the connection has been idled for 15 minutes without data transfer in between your device and the access points.
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- I have accidentally closed the Login status pop-up window. How can I disconnect the session? |
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- Can I cancel the auto-login function? |
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| | Please choose “3HK Wi-Fi” in the Wi-Fi list, then click “forget” or “clear”.
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Forget Password |
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- I forgot my Wi-Fi service password, how can I reset it? |
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There are five different ways to reset your Wi-Fi service password, please refer to below steps:
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Reset the password via 3HK website www.three.com.hk
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Reset the password via Planet 3 by using your handset
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Dial [*] + [335] + [*] + [(4-8 digits new password)] using your own 3HKmobile phone registered with the Wi-Fi service. You will then receive a
confirmation SMS with your new Wi-Fi password from us.
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Reset the password via 3iChat
- Reset the password via 3Care App
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Getting Start |
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- Is there any connection timeout for 3HK Wi-Fi service? |
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| | Yes. You will be disconnected from 3HK Wi-Fi service when there is no data transferred between your device and the access points in 15 minutes or when the electronic device has been using 4 hours.
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- Where can I use 3HK Wi-Fi service? |
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| | While you are within 3HK hotspot coverage, you will be able to access to the Internet by Wi-Fi 802.11b/g enabled electronic device (e.g. notebook or smart phone). 3HK is now providing Wi-Fi service at over 16,000 hotspots in HK. New hotspots includes Caf� de Coral, 759 Stores, Spaghetti House, Yoshinoya, AEON stores and numerous Chinese and Japanese style restaurants. New auto-login function is now available at over 5,000 hotspots.
For the latest 3HK hotspot coverage, please visit 3HK website at here for get more updated information.
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WiFi Setting |
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- What shall I prepare in order to user 3HK Wi-Fi service? |
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| | Firstly, you need to be a 3HK Wi-Fi Service Subscriber. Secondly, you need to have an electronic device which is Wi-Fi 802.11b/g enabled (e.g notebook or smartphone ). With wireless-enabled device, you can access to the Internet by turning-on its wireless function and connecting to SSIP (or network identifier) “3HKWi-FiService”. If you cannot find the SSID "3HKWi-FiService ", you can set the SSID to "Y5ZONE" and add a suffix "@3wifi.com" to your username, which is "852 + mobile_number@3wifi.com" and then input your password to login. You can then be able to enjoy 3HK Wi-Fi service.
New auto-login function is now available at over 5,000 hotspots. The Wi-Fi SSID should be "3HKWi-Fi" and customer can automatically login without user ID and password. For details please click
here .
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| IDD & Roaming |
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1-card-2-number |
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- What is "1-card-multi-number" service? |
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| | As a 1-card-multi-number subscriber, you can enjoy the convenience of keeping just one SIM card with HK, China and Macau numbers embedded for managing all
voice calls and SMS in one go and for online access with 3G connectivity. Click
here
for more details. |
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- What is "1-card-2-number" service? |
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| | As a 1-card-2-number subscriber, you can keep just one SIM card with both 3HK and China Unicom numbers embedded, and manage all voice calls and SMS in one go, surf the web and access email at 3G connectivity. Please visit our website at here for more details.
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Data Roaming Daily Pass |
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- How many kinds of data roaming daily pass are currently offering by 3HK? |
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| | 3HK offers various roaming daily pass to meet different needs and enables you to freely use data service in roaming for a daily fee.
For more details about Data Roaming Daily Pass, please visit
here
for detail information.
For more details about 3Roam Data Plan, please visit
here
for detail information.
For more details about Whatsapp Roaming Pass, please visit
here
for detail information.
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- How can I subscribe a 3HK Data Roaming Daily Pass, 3Roam Data Plan, and Whatsapp Roaming Pass? |
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| | You can apply the service via our website [
Click Here ], Data Roaming App, Planet 3 or simply press the related short codes [*130*1#]. A confirmation SMS will be sent to your handset once its activated.
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General Roaming Enquiry |
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- How do I make calls when I am in roaming at overseas? |
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| | To make an international call, please just add the prefix "+", then follow by the country code, area code and phone number.
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- What are the service charges of making video roaming calls in different countries? |
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| | Please refer here for more details.
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- How do I make a video call while I am in roaming at overseas? |
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| | You can make a video call as you would in Hong Kong when you are roaming on compatible networks in one of our 3G roaming partner's countries such as the UK, Italy, Austria, & Australia. Please just add the prefix "+", then follow by the country code, area code and video phone number.
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- If I registered Whatsapp Roaming Pass/ 3Roam Data Plan, will there be any system alert be received after the usage exceeded the entitlement? |
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| | Yes, If the data entitlement of respective plan has been used up, system will automatically send out a reminder SMS to customer and alert them the thereafter charges will be incurred since then.
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- Will there be any alert from 3HK about my roaming data usage? |
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| | 3HK provides "Roaming Data Usage Alert" for 3G/ 4G LTE postpaid customers.
When system detects a customer's data roaming charges* in the past 4 days based on HK time exceeds $500, $2000, $5000 and $10,000 and thereafter usage exceeds every $10,000 (eg. $20,000、$30,000 etc.), the system will automatically send out the alert SMS or Email as a reminder within 15 minutes.
When you are using "Data Roaming Daily Pass", no alert SMS will be sent for the data usage generated in Daily Pass designated networks.
If you would like to opt-out the "Roaming Data Usage Alert" & any inquiry, please contact 3Hotline 3166 3333.
*The mentioned data usage and charges are for reference only.
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- I would like to temporarily deactivate the roaming service. How can I do? |
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| | Postpaid customers can temporarily deactivate/reactivate the roaming service by pressing the following code on your handset. Successful request will be confirmed by SMS.
- 3G / 4G LTE customer - Deactivation [##119#] / Activation [**119#]
- 2G customer - Deactivation [##113#] / Activation [**113#] (Only applicable to roaming service in China)
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- How can I use the ring back service when I am in oversea countries? |
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| | To call a Hong Kong Tel. No., please dial
- ** 132 * [Hong Kong Tel No.] [#] [Send]
- ** 131 * [Hong Kong Tel No.] [#] [Send] if you do not wish to display your mobile number to the call receiver.
For calling to an overseas number, please dial
- ** 132 * [001] or [1968] [Area code] [local number] [#] [Send]
- ** 131 * [001] or [1968] [Area code] [local number] [#] [Send] if you do not wish to display your mobile number to the call receiver.
After dialling the number, "Await ring back" will be shown on screen. You will then receive a call from the system within a few seconds and be connected to the dialed number after a voice announcement.
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- How can I check roaming charges of different network operators in countries? |
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| | Please visit 3HK website at here for details of roaming coverage and tariff.
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- How to activate the IDD and roaming service ? |
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| | Please apply IDD and Roaming service through below channels:
- Call to our 3HK service hotline 3166-3333
- Dial the short code *100# ,and the system will send the SMS confirmation
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IDD Service |
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- What are the hot offers from 3HK IDD service? |
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| | We provide various offers in the international voice service.
For more details about IDD 001, please visit here for detail information.
For more details about IDD 1968, please visit here for detail information.
For more details about IDD 1966, please visit here for detail information.
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| Tariff |
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| VAS |
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3 Super Cloud Service |
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- How to subscribe “3 Super Cloud Service”？ |
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| | There are three different ways to register to the service.
- Visit here to register on-line or
- Visit Planet 3 or
- 3Shop
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- What is “3 Super Cloud Service”？ |
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| | The 3 Super Cloud lets 3HK user access and share all your photos and documents, watch movies, and listen to your music on the go. With the 3 Super Cloud, you can access your contents anytime and anywhere! Please click here for more information. |
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Hello Ring |
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- How can I setup my "Hello Ring" service after registration? |
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| | To select and download your "Hello" Ring, please follows below steps: - Via Internet:
"Hello" Ring Library > select connecting tone
- Via Handset:
Access "Planet3" and select "Music & Download" > select "Hello" Ring > select "Hello" Ring Library > select connecting tone
- Dial #3030 > Press "2" > "1" > select connecting tone
- Via Hello Ring App
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- How can I register to "Hello Ring" service? |
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| | There are six different ways to register to the service. Please choose among below options: - Visit 3HK website at www.three.com.hk to register on-line, or
- Visit Planet3>"Music & Download " > "Hello" Ring via mobile, or
- Dial "Hello" Ring Subscription Hotline #3030, or
- Call our Customer Service Hotline 3166-3333
- 3iChat
- Hello Ring App
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- What is "Hello Ring" service? |
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| | With 3 "Hello" Ring service, your callers can enjoy a wide range of personalized connecting tones when calling in your mobile number. To subscribe, please just all to 31663333 or visit 3Shops for assistance.
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Planet 3 |
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- What is Planet3 service? |
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| | Planet 3 is a mobile portal exclusively offering to 3 customers a wide choice of information and entertainment services. 3 customers can browse on Planet 3 without hassle and without paying the local mobile data charge. Please visit 3HK website at here for details of the services.
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| Prepaid |
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Activation of Prepaid SIM |
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- How to activate the Prepaid SIM? |
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| | You can make a local voice / video call in Hong Kong or
Press [##107*0#] Send in overseas (Applicable to selected roaming countries)
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Check Balance & Recharge |
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- How can I recharge prepaid sim card and check balance? |
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| | To check the remaining balance, mobile phone number and expiry date, please just dial 1753175 or press [##107#]+ [send] through your handset. To recharge the sim card, please simply click here. Please visit our website at www.three.com.hk for more details.
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Data Roaming Daily Pass |
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- I have already registered to "Data Daily Roaming Pass", how can I avoid choosing wrong mobile operator? |
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| | Upon successful subscription of Daily Pass, Data Network Shield will be activated automatically. Data service is accessible only on the designated roaming networks while traveling to Daily
Pass designated destinations, free from worry of logging on non-designated networks that may cause standard data roaming charges. Voice call, SMS and video call are still accessible across all available networks.
For more tips, please visit 3HK website at www.three.com.hk
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Prepaid SIM |
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- What are the kinds of prepaid sim offered by 3HK? |
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| | 3HK Prepaid sim card included Local SIM, Travelers SIM, Data SIM, Domestics Helper SIM etc. For more information, please click here for more details. |
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Roaming Charge |
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- How can I check the roaming chargs for prepaid sim card? |
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| | Please visit our website at here for details of roaming coverage and charges |
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Roaming Daily Pass |
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- What is roaming daily pass service? |
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| | With a fixed daily charge, you can enjoy unlimited data roaming usage on the designated networks & countries to access email, browse the Internet, video streaming or use any application without limitations, just the same experience as in Hong Kong. Please visit 3HK website at here for more details. |
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Roaming Dialing Method and Charges |
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- How can I make phone call during roaming and what are the charges? |
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| | Please dial **125*001 [roaming country code] [region code] (if applicable) [overseas tel. No.] # send. For more details of the charges, please visit 3HK website at www.three.com.hk
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Sales Channel |
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- Where can I buy 3HK prepaid sim card? |
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| | Please visit our website at here for more details. |
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| Customer Self Service Password |
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Reset Customer Self Service Password |
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- I forgot my customer self service password,how can I reset it? |
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| | If you have forgotten your password, you can
click here to reset your password
dial *333 with your mobile phone and follow the instructions
go to My3 iPhone app > My Profile > Change Password
To maximize the protection of your personal and account data, we recommend you to avoid using your HKID number as your password.
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| Personal Profile |
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3HK Supreme |
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- What is the promotional campaigns for 3 Supreme Club member? |
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| | 3HK provides Superior Personalised Customer Service, Lifestyle Delights, Additional Mobile Service Offers, Special Handset, Tablet and Other Premium Offer to our Supreme Customers, please click here for more informations. |
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- How can I get the 3 Supreme Club membership? |
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| | There are two classes of 3Supreme Club membership namely 3Supreme Diamond and 3Supreme Gold. Being our esteemed member, you will definitely enjoy more unique benefits and privileges. Please visit 3HK website at here for more information.
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Call Forward Through WEB |
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- How can I set up call forward through internet? |
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| | Please visit 3HK website at www.three.com.hk, click to "3Care" at the upper navigation bar and choose the option of "Service Setting " under the "My3 Account" section, under which, there is an option of "Call Forwarding" for you to activate call forward on-line. A confirmation SMS will be deposited to your handset after the call forward is successfully set up.
Or you can go to 3Care App for processing.
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Change Billing Address |
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- How can I change my billing address? |
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| | Please visit 3HK website at here, click to "3Care" at the upper navigation bar and choose the option of "Manage My Profile" under the "My3 Account" section, or choose My Profile in 3Care App. You can then change the billing address on-line.
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Login To Three.com / My3 App |
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| | - Please visit 3HK Website, click to "3Care" at the upper navigation bar and choose the option of "Local Data Usage SMS Alert" under the "Service Setting" section or
- Go to Planet 3 or
- Choose “My Profile” in 3Care App
- Go to 3Meter App
SMS will be delivered on the next day once the local data usage reached the selected usage level.
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- What kind of information is provided after login to three.com / 3Care App? |
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| | We provide a wide range of online service. You can access your own account information, such as bills, usage, detailed call records and more. There are also options for you to change your personal information, to change service setting, payment method, etc. For details, please visit 3HK website at here
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Low Battery or Forgot To Bring Handset |
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- Can I call forward from remote? |
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| | If you forgot to bring your handset with you or it is in low battery, you can use any telephone to dial 6332 1212 for call forward setting.
As as a kind reminder, please cancel this call forward setting after you resume using your own handset.
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Voice Mail |
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- It is the first time for me to use voice mail service, how can I activate it? |
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| | To set up your voice mail service at the first time, please just press *32 and follow the voice prompts to create your own 4-6 digits password and greeting.
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| Contact Information |
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| 中文
