Customer Support

We’re committed to providing the best possible service at all times with communications 24/7, wherever you are in the world. Our dedicated expert teams are there to support, advise and optimise your ability to communicate.

 
 
Global Helpdesk

PCCW Global runs a number of operation centres to handle a variety of customer requirements in different geographies. Global Operation Centres are located in Hong Kong, Philippines, Belgium and the USA.

Please call our 24/7 Global help desk on our toll-free hotline or on the numbers specified below to report a problem:

Data Services:

  • Hong Kong: +852 2829 1567
  • Philippines: +852 2829 1567
  • USA: +1 703 621 1637
  • Belgium: +32 71 492042 (French speaking)

Satellite Services:

  • Hong Kong: +852 2621 6022
  • USA: +1 703 621 1637

Voice services:

  • Hong Kong: +852 2214 1918,
  • Belgium: +32 71 492042 (French speaking)
  • Hosted PBX services: +1 703 621 3100

Toll Free Numbers

The following numbers are toll-free to our Global help desk hotline:

America
CountryInt/l Access CodeTollfree No.
(UIFN)(English/ Cantonese/ Mandarin)
Canada 011 800-2829-1567
USA 011 800-2829-1567

 

Prefix (**1010288 - AT&T, 1010222 - MCI & 1010333 - Sprint) Note: For those using AT&T, MCI or Sprint telephone service, just call 011-800-2829-1567. Otherwise, please dial a prefix ** number before the toll-free number.

 

Asia Pacific

(If not registered to MYLINE, use the code below before dialing 010: KDDi: 001, C&W IDC:0061, JT: 0041, NTTCom:0033)

CountryInt/l Access CodeTollfree No. (UIFN)
(English/ Cantonese/ Mandarin)
In Local Language
(Japanese/ Korean)
Australia 011 800-2829-1567
China 00 800-2829-1567
India 000 800-852-1131
Japan 010 800-2829-1567 +81-3 3438 8753
Malaysia (TM) 00 800-2829-1567
Philippines(ETPI) 1 800-765-6488
S. Korea
(Dacom)
002 800-2829-1567
S. Korea (KT) 001 800-2829-1567
Singapore
(Singtel)
001 800-2829-1567
Taiwan 00 800-2829-1567
Thailand 001 800-2829-1567
Hong Kong 00 800-2829-1567

 

Europe
CountryInt/l Access CodeTollfree No.
(UIFN)(English/ Cantonese/ Mandarin)
Holland 80 00-226-256
UK 00 800-2829-1567
 
 
Service Delivery

All aspects of project management and the installation of global voice and data services are addressed by a hassle-free approach, along with sound risk-management practices and timely reporting of incidents.

Our track record in project managing large-scale, multi-site projects is based on continuous improvement of all provisioning processes, using the plan>do>check>act formula to monitor efficiency.

Highly-qualified pool of expertise:

  • PMI (80+), Prince 2 (30+), lecturer at local university
  • CCIE (10+ ), CCNP (140+), CCNA (300+), CCDP (17+)
  • CCDA (7+), CSSI 1(2), CISSP (40+), CISA (10+), CISA (10+)
  • GIAC Certified Intrusion Analyst (GIAC: 2)
  • ISO 27001/ ISO 9001/ ISO 20000/ TL 9000 (30+ )
  • Certified Checkpoint Security Expert (CCSE: 25+)
  • Certified Checkpoint Security Associates (CCSE: 25+)
  • NetScreen Certified Security Associate (NCSA: 8+)
  • ITIL Certified Service Managers (15+) multi-discipline approach to providing integrated solutions

Integrated Network Service — local and international

  • GIA, IPLC/IEPL, ATM/FR, IPVPN, Voice and Satellite
  • CPE on data, security, PABX and video conferencing

Service Support

Customers have the convenience of 24x7 support. Skilled in MPLS, IP, satellite, optical-fibre and managed services, our professionals offer support for our entire portfolio. Tried-and-tested internal escalation policies ensure timely handling of issues, a sharp focus on prolonged cases and management of procedures.

 
 
Global Service Management

RSM ensures customer satisfaction by providing a single and easy-to-access point of contact for escalation and other service related matters.

This ‘service ambassador’ maintains awareness of customer issues by monitoring network performance and mission-critical operations, presiding over quality, maintenance and recovery plans - serving as an event manager whenever necessary. We invite client organisations to evaluate our performance at formal service reviews. As well as keeping up to speed with the latest technology developments, our team adopts ITIL service management best practice to ensure optimum support.

Field Operations

Customers enjoy the comfort and convenience of 24/7 support from a globally-dispersed engineering team. Skilled in technologies covering MPLS, IP, satellite, optical-fibre and managed services. These seasoned professionals support our entire portfolio.