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NETVIGATOR WIRELESS BROADBAND SERVICE
Frequently Asked Questions

Program Plan FAQ
1. What is NETVIGATOR Wireless Broadband?
2. Who is eligible for the NETVIGATOR Wireless Broadband Service?
3. Do I need to subscribe the NETVIGATOR Wireless Broadband Service before I can use this service?
4. I don't want to use the NETVIGATOR Wireless Broadband Service, can I deactivate / opt out this service?
5. Where can I enjoy NETVIGATOR Wireless Broadband service?
6. What is the charging rate and charging mechanism?
7. I am a 56K Dialup user, do I need to pay for PNETS charge when I use NETVIGATOR Wireless Broadband service to access the Internet?
8. Is the free usage hours of my existing NETVIGATOR service applicable to NETVIGATOR Wireless Broadband service?


Service FAQ
1. What is the difference between NETVIGATOR roaming and NETVIGATOR Wireless Broadband services?
2. I have subscribed the Parental Control with my NETVIGATOR Broadband service. Is Content Filtering and Access Time Control features available when I am using NETVIGATOR Wireless Broadband service?
3. Do I need to install the NETVIGATOR BROADBAND Connection Software to connect to NETVIGATOR Wireless Broadband service?
4. Which login ID, domain and password should I use when logging in?
5. Why can't I use Telnet and FTP services to one4all.netvigator.com or b1.hkstar.com over NETVIGATOR Wireless Broadband service?
6. Can I watch movies on now.com.hk when using NETVIGATOR Wireless Broadband service?
7. How can I check my Login/Logout times of this service?
8. Is there any service hotline for the NETVIGATOR Wireless Broadband service?


Technical FAQ
1. How can I know the quality of wireless connectivity between my wireless LAN card and the Access Point?
2. What will be the coverage of the wireless signal within the hotspot?
3. What factors will affect the signal strength?
4. What is the bandwidth / throughput of this service?
5. When I try to connect to the Internet through NETVIGATOR Wireless Broadband, a message "Site is over-crowded. Please try again later." is displayed. What does it mean?
6. The web browser does not bring me to the login page. What should I do?
7. I am using PocketPC 2002, my web browser does not bring me to the login page, what should I do?
8. I cannot login successfully. What should I do?
9. I cannot view NOW movies on now.com.hk when using NETVIGATOR Wireless Broadband service. What is gone wrong?
10. What wireless LAN cards are compatible with NETVIGATOR Wireless service?
11. Is there any connection timeout for this Wireless Service?
12. I have accidentally close the Disconnect pop-up window. How can I disconnect?
13. I forget to logout before turning off my notebook or PocketPC. Am I already disconnected?
14. My notebook is idle and go into sleep mode automatically. Am I still connecting to the service?
15. My notebook or PocketPC hangs up while I am using the NETVIGATOR Wireless Broadband service. Should I re-connect after reboot?
16. My connection to the Internet was lost. What should I do?
17. I have a fixed IP address assigned to my wireless LAN card for my office LAN use, do I need to change the setting to use NETVIGATOR Wireless Broadband service?
18. Is there any security measures when I use the NETVIGATOR Wireless Broadband service at public access locations?
19. What have to change if I want to send / receive e-mail when using NETVIGATOR Wireless Broadband service at public access locations?
20. Can I use my PDA to connect to NETVIGATOR Wireless Broadband?
21. Can I use VPN application to connect to my office Intranet?



Program Plan FAQ

1.

What is NETVIGATOR Wireless Broadband?
NETVIGATOR Wireless Broadband is a high-speed, wireless data network provided by NETVIGATOR that connects users to the Internet. It uses the most popular Wireless LAN technology IEEE802.11b for Internet connection. This service is launched at dedicated public access locations. With full connectivity to the Internet, users of this service can access any Internet resources, as well as any corporate networks to which they may have access from the Internet.

2.

Who is eligible for the NETVIGATOR Wireless Broadband Service?
All NETVIGATOR subscribers with a valid @netvigator.com or @hkstar.com e-mail address, all NETVIGATOR Wireless Broadband Pay-As-You-Go Access service plan subscribers and all Business Broadband service subscribers, including @WORK Single Access, @WORK Multi-Access, Premier Multi-Access, Always-on and Business Dialup subscribers (except Leased Line and ATM customers) are eligible for the NETVIGATOR Wireless Broadband Service. No subscription or pre-registration is required.

However, Netteens and Mobile bundle customers without a valid @netvigator.com or @hkstar.com e-mail address and education customers and customers with 'access only' accounts are excluded from this service.

3.

Do I need to subscribe the NETVIGATOR Wireless Broadband Service before I can use this service?
No, you can enjoy the NETVIGATOR Wireless Broadband service once you become a NETVIGATOR member or a NETVIGATOR Wireless Broadband Pay-As-You-Go Access service subscriber. No extra subscription fee is required on this service. However, NETVIGATOR will charge for the Wireless broadband usage charge when you have used this service.

If you are a Business plan subscriber, you will automatically be provisioned at least one login account for accessing the NETVIGATOR Wireless Broadband service.

To become a NETVIGATOR Wireless Broadband Pay-As-You-Go Access service subscriber, you can register online using your notebook computer at any one of our NETVIGATOR Wireless Broadband hotspots (excluding Hong Kong International Airport). Please be noted that online registration is only available for notebook users. Online registration through PocketPC is currently not supported.

4.  

I don't want to use the NETVIGATOR Wireless Broadband Service, can I deactivate / opt out this service?
Yes. You can deactivate / opt out the NETVIGATOR Wireless Broadband Service through NETVIGATOR Value-added Service Change Setting Page.

If you are a Business plan subscriber, you can call our customer service hotline (according to your subscribed line service) for adding and deleting account as well as changing login password. (Note: If you opt out the wireless service, you can still keep your email account. However, if you opt out the email service, both the email account and the wireless service will be terminated.)

5.

Where can I enjoy NETVIGATOR Wireless Broadband service?
You can enjoy NETVIGATOR Wireless Broadband service at dedicated public locations like coffee shops, café, PCCW Shops, etc. As these locations will change from time to time, please visit our NETVIGATOR Wireless Broadband service web page for up-to-date information.

6.

What is the charging rate and charging mechanism?
No monthly subscription fee is required for using the NETVIGATOR Wireless Broadband service. Different locations may have different usage charging rate and are clearly shown on the login page on your login location.

7.

I am a 56K Dialup user, do I need to pay for PNETS charge when I use NETVIGATOR Wireless Broadband service to access the Internet?
No, only wireless broadband connection charge will be billed.

8.

Is the free usage hours of my existing NETVIGATOR service applicable to NETVIGATOR Wireless Broadband service?
No, you cannot use your free hours for your basic NETVIGATOR service on this NETVIGATOR Wireless Broadband service.



Service FAQ

1.

What is the difference between NETVIGATOR roaming and NETVIGATOR Wireless Broadband services?
NETVIGATOR roaming service is mainly for travellers travelling abroad. Whereas NETVIGATOR Wireless Broadband service is for local use at public access locations.

2.

I have subscribed the Parental Control with my NETVIGATOR Broadband service. Is Content Filtering and Access Time Control features available when I am using NETVIGATOR Wireless Broadband service?
No, Content Filtering and Access Time Control feature do not apply to the NETVIGATOR Wireless Broadband service.

3.

Do I need to install the NETVIGATOR BROADBAND Connection Software to connect to NETVIGATOR Wireless Broadband service?
No. You only need to use your web brower to login NETVIGATOR Wireless Broadband service. You will be re-directed to the login page automatically when you entered a URL on browser address field.

4.  

Which login ID, domain and password should I use when logging in?

For Consumer customer:-
Package Login ID Domain Password
NETVIGATOR BROADBAND
(w/ or w/o iTV)
E-mail username @netvigator.com E-mail password
NETVIGATOR 56K Dialup E-mail username @netvigator.com E-mail password
HKSTAR 56K Dialup E-mail username @hkstar.com E-mail password
NETVIGATOR Wireless Broadband Pay-As-You-Go Access Service Plan Login username @netvigator.com Login password


For Business customer:-
Customer Type Login ID Domain Password
Customers using
@netvigator.com
email accounts
E-mail username @Business-Netvigator E-mail password
Customers using
@hkstar.com
email accounts
E-mail username @Business-HKStar E-mail password
Customers using email accounts, company domain names or local
domain names, which are provided by PCCW IMS

* a) company domain names => e.g. companyname.biz.com.hk
b) local domain names => e.g. companyname.com.hk
E-mail username @BusinessBroadband E-mail password
NETVIGATOR Wireless Broadband Pay-As-You-Go Access Service Plan Login username @Business-Netvigator Login password

5.

Why can't I use Telnet and FTP services to one4all.netvigator.com or b1.hkstar.com over NETVIGATOR Wireless Broadband service?
For security reason, you cannot make telnet or ftp connection to one4all.netvigator.com and b1.hkstar.com servers. There is no such restriction for Telnet and FTP connection to other hosts over the Internet.

6.

Can I watch movies on now.com.hk when using NETVIGATOR Wireless Broadband service?
Yes, you can watch movie on NOW as if you are connected to Internet at home.

Please be noted that business users (users with business plans) are not eligible to watch the NOW movies unless you are also also a NETVIGATOR Broadband customer and has subscribed to the NOW service.

7.

How can I check my Login/Logout times of this service?
You can check your Login/Logout times on NETVIGATOR Wireless Broadband service online by using our Online Usage Enquiry page under our Customer Service page. Select the "Roaming and Wireless Broadband" section and use your e-mail address on the inquiry page for NETVIGATOR Wireless Broadband login/logout transactions inquiry.

8.

Is there any service hotline for the NETVIGATOR Wireless Broadband service?
You can dial 1833 833 for customer service and technical support.



Technical FAQ

1.

How can I know the quality of wireless connectivity between my wireless LAN card and the Access Point?
Your wireless LAN card should come with some utilities which allow you to monitor link quality and signal strength. Please refer to the user manual of your wireless LAN card for details.

2.

What will be the coverage of the wireless signal within the hotspot?
The wireless signal of the Access Point usually can cover a radius coverage of 50m in the closed environment. (i.e. the space is separated by floor-to-ceiling brick walls) Wireless signal is good within 25m. Beyond 25m, wireless signal strength will become weaker and data rate will drop. Actual performance may be varied depending on the radio conditions at the locations where the Access Points are installed.

3.

What factors will affect the signal strength?
Signal strength will be affected if the wireless LAN card or Access Point is placed near metal surfaces and solid high-density materials. If there is obstacles in the radio signal path between the Access Point and wireless LAN card, radio signal may either be absorbed or reflected. The coverage will hence be decreased. In addition, other products that operate in the 2.4GHz radio spectrum, including microwave ovens and some cordless phones, may cause interference. As a result, please keep away from microwave ovens when you are using our service.

4.  

What is the bandwidth / throughput of this service?
The downstream bandwidth is up to 1.5Mbps provided that the wireless signal between the wireless LAN card and Access Point is good. Data rate will drop if the signal strength is weak.

5.

When I try to connect to the Internet through NETVIGATOR Wireless Broadband, a message "Site is over-crowded. Please try again later." is displayed. What does it mean?
The number of concurrent connection at each Wireless location is limited in order to ensure the throughput and the quality of the service. If you see this message, this mean the concurrent connection limited is reach at your location. Please retry the connection later.

6.

The web browser does not bring me to the login page. What should I do?
First of all, please check the Network Name (sometimes called SSID or ESSID) setting on your wireless LAN card. Make sure the Network Name is set to "PCCW" (all capital letters). Some wireless LAN card require you to reboot your computer after Network Name change.

Next, check the quality of the wireless connectivity between your wireless LAN card and the Access Point. If the link quality and signal strength is low, you may need to change the position in order to improve the link quality. Some wireless LAN card allows you to install an external antenna. It can improve the link quality to some extent after installing an external antenna.

If the problem persists, please make sure your computer meets our minimum system requirement for NETVIGATOR Wireless Broadband service.

Please make sure you have disabled the proxy server setting on your Internet Explorer by going to "Tools" menu -> "Internet Options..." -> "Connections" -> "LAN Setting...". Uncheck the checkbox of "Use a proxy server" and click then "OK".

If it still does not work, check if your wireless LAN card is using a fixed IP address. If so, please configure your wireless LAN card, Gateway and DNS to obtain IP addresses from remote server. In some rare cases, the built-in LAN card of your computer or notebook may interfere with your wireless LAN card. You may need to temporarily disable the built-in LAN card before you can use our service. To disable it, click "Start" -> "Settings" -> "Control Panel" to open the Control Panel. Next, open "System" from the Control Panel. Click the "Device Manager" tab and then double-click the built-in LAN card icon. Click "Disable in this hardware profile" and then click "OK".

7.

I am using PocketPC 2002, my web browser does not bring me to the login page, what should I do?
First of all, please check the Network Name (sometimes called SSID or ESSID) setting on your wireless LAN card. Make sure the Network Name is set to "PCCW" (all capital letters). Some wireless LAN card require you to unplug your wireless card and plugin again to refresh the IP address after Network Name change.

Next, check the quality of the wireless connectivity between your wireless LAN card and the Access Point. If the link quality and signal strength is low, you may need to change the position in order to improve the link quality.

If it still does not work, try to shutdown all applications on your PocketPC by going to "Start" -> "Settings" -> "System", click the "Memory" icon -> Running Programs. Click the "Stop All" button and then click "ok". Bring up your web browser and type in any valid URL and you should able to see the NETVIGATOR Wireless Broadband login page.

On some occasions, you may need to remove all cached files from your PocketPC by going to "Start" -> "Internet Explorer" -> "Tools" -> "Options..." and press the "Delete Files" button then "ok" for your web browser to correctly display the NETVIGATOR Wireless Broadband login page.

8.

I cannot login successfully. What should I do?
First of all, make sure that you are eligible for NETVIGATOR Wireless Broadband service and you have not deactivated the use of this service. Please note that Netteens 56K dialup and Mobile Bundle subscribers without valid @netvigator.com or @hkstar.com e-mail account cannot enjoy this service.

Make sure you are using the correct login domain (as mentioned on question 4 in Service FAQ for logging in to NETVIGATOR Wireless Broadband. Check also if you have entered the correct login ID and password. Note that login ID and password are case-sensitive.

Next, please ensure that you are not using the same account to connect to Internet elsewhere (e.g. through 56K dialup at home or NETVIGATOR roaming service abroad).

9.

I cannot view NOW movies on now.com.hk when using NETVIGATOR Wireless Broadband service. What is gone wrong?
First, please check your system configuration meets the basic requirement for NOW viewing. Then please make sure you are not connected with any VPN connection over the NETVIGATOR Wireless Broadband service. If the above two points are met, you should be able to view movies on NOW. Please be noted that, currently, NOW does not support users with Macintosh machines

10.

What wireless LAN cards are compatible with NETVIGATOR Wireless service?
Generally speaking, IEEE 802.11b / Wi-Fi standard compliant wireless LAN cards are compatible with our wireless service.

11.

Is there any connection timeout for this Wireless Service?
Yes. There is a session timeout of 2 hours. You will be disconnected from the Wireless Service automatically when the session terminates. If you are connecting to a VPN, the VPN connection will also be terminated at the same time. Or whenever the customer shuts down the device or is out of the hotspot wireless coverage, his/her connection will end after 10 minutes. (10 minutes Idle timeout - If no data transfer between the client and the AP, the connection will be dropped after 10 minutes)

12.

I have accidentally close the Disconnect pop-up window. How can I disconnect?
Please go to the web page hotspot.pccwwifi.com and then click the Disconnect button to disconnect.

13.

I forget to logout before turning off my notebook or PocketPC. Am I already disconnected?
Turning off your notebook or PocketPC does not disconnect your connection automatically. You must restart your device and go to the web page hotspot.pccwwifi.com to disconnect. If you do not disconnect, your connection will be treated as payable connection until service timeout (normally an extra 10mins will be added).

14.

My notebook is idle and go into sleep mode automatically. Am I still connecting to the service?
Yes, you are still connecting to our service. After you have waked your device up, you should be able to access the Internet without going through the login procedure. If not, please restart your device and try again. However, if the 10mins timeout session reached, you need to have re-login before you can surf the Internet.

15.

My notebook or PocketPC hangs up while I am using the NETVIGATOR Wireless Broadband service. Should I re-connect after reboot?
No, you are still connecting to our service. After you restart your device, you should be able to access the Internet.

16.

My connection to the Internet was lost. What should I do?
First of all, please check if you are connecting to a VPN. As some companies block access to the Internet after connecting to their VPN.

Otherwise, this situation is usually due to poor wireless connectivity between your computer and the Access Point. You may need to change the position in order to improve the link quality. If it still does not work, please restart your device and try again. Please note that you are not required to re-login after reboot.

17.

I have a fixed IP address assigned to my wireless LAN card for my office LAN use, do I need to change the setting to use NETVIGATOR Wireless Broadband service?
No, you can use NETVIGATOR Wireless Broadband service without changing your system IP setting. However, you may not able to use some of the peer-to-peer applications such as NetMeeting and online games, etc. In addition, VPN connection may fail if you are using fixed IP address.

If you intend to use these applications, please configure your wireless LAN card to obtain IP addresses from remote servers. Please refer to the user guide on how to configure your wireless LAN card to obtain IP addresses from remote server. For your own reference, please note that the original information before making any changes.

18.

Is there any security measures when I use the NETVIGATOR Wireless Broadband service at public access locations?
To increase the security level, your password is encrypted and sent via SSL to the server. In addition, you have the option to turn on secure POP3 when receiving e-mail through an e-mail client. For your own safety, you are advised not to send or receive confidential information without encryption over the Internet.

19.

What have to change if I want to send / receive e-mail when using NETVIGATOR Wireless Broadband service at public access locations?
You can send / receive e-mail as usual without changing any settings on your e-mail client. In this case, your password will not be encrypted. However, you have the option to turn on secure POP when receiving e-mail. Your password will be encrypted before sending to the POP server. If your e-mail client support POP3 over SSL (e.g. Outlook Express 5.x/6.x, Netscape 6 or above), you are recommended to enable it.

20.

Can I use my PDA to connect to NETVIGATOR Wireless Broadband?
Yes. As this moment only Pocket PC 2002 is supported. However, Pocket IE does not support pop-up window. The built-in e-mail client Inbox does not support SSL for incoming e-mail (POP3). Password will not be encrypted when sending to the e-mail server. Please always go to the web page hotspot.pccwwifi.com for disconnection after use.

21.

Can I use VPN application to connect to my office Intranet?
Yes, you can use IPSec VPN application to connect to your office Intranet. You have to login NETVIGATOR Wireless Broadband before making your VPN connection. However, if you assigned a fixed IP address to your wireless LAN card, you may fail to connect to your VPN. It is recommended not to use fixed IP address if you want to make VPN connections. Please refer to the user guide on how to configure your wireless LAN card to obtain IP addresses from remote server. For your own reference, please note that the original information before making any changes.

To disconnect our service, you cannot simply click the Disconnect button from the Disconnect pop-up window while you are connecting to the VPN. You must disconnect your VPN connection first and then click Disconnect from the Disconnect pop-up window. If you cannot find the Disconnect pop-up window, please open the web page hotspot.pccwwifi.com and then click the Disconnect button to disconnect.

Upon session timeout, your VPN connection will be automatically disconnected together with the Internet access connection.