Customers need to pass identity verification at the following channels in order to process any service changes
| Change Items | Application Channels and Processing Time | Handling Charge |
Notes | |||
|---|---|---|---|---|---|---|
| CMHK Website |
CMHK App |
Customer Centre |
24-Hour Customer Care Hotline 2945 8888 |
|||
| Billing Address | Y | Y | Y | Y | Free | If you want to change the registered address as well, you need to submit a valid address proof issued within the past 3 months. |
| Email Address for Email Bill Alert service |
Y | Y | Y | Y | Free | |
| Contact Phone Number |
Y | Y | Y | Y | Free | |
| Customer Password | Y | Y | N | Y | Free | Call our 24-Hour Customer Care Hotline 2945 8888:
|
| Password (Forgot Password) |
Y | Y | N | Y | Free |
Personal Customer: In addition to mentioned channels, customer can also reset customer password by pressing *102*XXXXXX# (send). (XXXXXX is the first 6 numeric digits of personal identification document number. A randomly-generated customer password will be sent to customer’s handset after successful identity verification. BR Register Customer: To reset password, please bring along the Business Registration Copy and company chop to anyone of our outlets for verification and to receive the password. |
| Registered Owner | N | N | Y | N |
$200 |
Change of registered owner upon application of switching to CMHK can have handling charges waived and be effective on the port-in date. |
| Mobile Phone Number |
Y | Y | Y | Y | $100 each | Replacing existing mobile number with port-in mobile number can only be applied at our Customer Centre or Outlets. |
Remarks:
Y refer to applicable application channel for the service.
The above services will be effective within 24 hrs in general except the services listed below will be effective immediately:
- change email address for email bill alert service via CMHK website
- change customer password via the Voice Response System of Customer Care Hotline and CMHK website
- reset forgot password
- change registered owner via Customer Centre
N refer to inapplicable channel for the service.
Customers need to pass identity verification at the following channels in order to process any service changes.
You can change your mobile phone number by selecting a new number provided by CMHK, or by bringing your own number from other operator.
| Application Channels | Handling Charge | Processing Time |
|---|---|---|
| CMHK APP | $100 (on the next bill) |
Approximately 1 hour |
| CMHK Web | $100 (on the next bill) |
Approximately 1 hour |
| 24-hour Customer Care Hotline | $100 (on the next bill) |
Before 9pm - around 2 hours After 9pm - next day before 12noon |
| Customer Centre | $100 (pay upon application) |
Approximately 1 hour |
Note:
The handling charge and processing time listed above are for changing mobile number to one provided by CMHK ONLY. To replace your existing number with another number from other operators, please apply at our Customer Centre.
