PCCW eBill is a simple and user-friendly
tool that helps you manage your telephone bills online. With PCCW
eBill, you can:
1. View your telephone bill for the current month and the previous
two months
2. View your IDD call charges with sorting function
3. Preview IDD calls made recently but not yet charged to your
current bill
4. Pay your bills using online PPS
5. Apply for autopay by bank account or credit card to settle
your bill
2.
How do I register for PCCW eBill?
Registration is simple and can be
completed instantly online. Just go to the PCCW eBill registration
page and complete the four-step procedure. Then you can view your
bill details online after 48 hours.
Registration steps:
1. Enter your document information (e.g. HKID number) and PCCW
Telephone Service numbers for authentication
2. Complete Personal Customer Info form
3. Choose your PCCW accounts for which you want to receive eBills
and apply for autopay to settle your bills (if applicable)
4. Verify the information you provide and confirm
3.
Who can apply for PCCW eBill?
All PCCW mass customers using our telephone line services and/or
IDD services can apply for PCCW eBill.
4.
Can I manage the telephone bills
of my family members using my eBill login ID?
In order to protect customers?interests, you can only manage
bills registered under your name through eBill. Your family members
may have to register their accounts separately through eBill.
Alternatively, they can change the registered name of their accounts.
The process of changing registered name is free of charge. Please
call Hotline 1000 for details.
5.
Will my billing arrangement change
once I register for eBill?
Once you register for eBill, each month you will be able to
access your new bill online. eBills will replace the paper bills
that you previously received by post. Whenever a new eBill is
ready for viewing online, you will receive an email notification.
6.
How much does it cost to use PCCW
eBill?
PCCW
eBill is FREE OF CHARGE.
7.
Can I still receive paper bills after
I register for PCCW eBill?
If
you register for PCCW eBill, you will no longer receive phone
bills by post. However, important correspondence like service
deposits or notice of payment rejection will be sent to you
by post.
8.
Does PCCW eBill cover all types of
PCCW accounts?
PCCW
eBill only covers bills for PCCW Telephone Services, IDD and
Global Calling Card Service. Bills for Netvigator, now.com.hk
and now broadband TV services are not included.
9.
What are the benefits of registering
for PCCW eBill?
Upon successful registration, each time you log in to your eBill
account, you can:
- View your telephone bill for the current month and the previous
two months
- View your IDD call charges with sorting function
- Preview IDD calls made recently but not yet charged to your
current bill
- Pay your bills using online PPS
- Apply for autopay by bank account or credit card to settle your
bill
- Update your personal profile
10.
Can I register some of my telephone
bills for PCCW eBill and receive others by paper bill?
Yes.
You are free to choose any of your accounts for eBill service
during your registration process or every time you login to
eBill.
11.
Can I use one Login ID to manage
all of my telephone bills through the eBill Website?
Yes,
you can manage all telephone bills registered under your name
through one Login ID.
12.
During eBill registration, I see
a message "Our records show that you have previously requested
that only written permission be used to amend your service profile,
and therefore we cannot process your online application. Please
contact your account manager or call Hotline 1000."What does
it mean?
According
to our records, you have requested that all service applications
and requests related to your accounts be submitted in written
form. Hence, we have suspended the online registration of eBill
for your accounts. So, if you want to register for eBill, you
are required to remove this instruction by writing to GPO Box
9896 or via Hotfax 1002.
13.
During eBill registration, I see
a message "Sorry, we cannot currently process your registration
request as PCCW has no record of your identity document number."What
does it mean?
To protect your interests, we need to verify the identity of
the person registering for PCCW eBill. However, we do not have
a record of your identity document number. Please fax a copy of
your identity document to Hotfax 1002, stating that you wish to
register your ID document number. Please return to register at
the eBill Website once your identity registration has been processed,
which will take two working days.
14.
What security measures are used at
PCCW eBill?
-
Secure sessions
When you log in to PCCW eBill, you enter in a secure session.
You know you are in a secure session, if the URL address
begins with https:// or a padlock symbol appears in the
lower right hand corner of your browser.
-
128-bit Secure Sockets Layer (SSL) encryption
We use 128-bit SSL at PCCW eBill, an internationally accepted
standard, to ensure the information you provide at PCCW
eBill is under secure protection. Your personal information
is encrypted before transmission, so that no one else can
read it. Encryption converts your data into an encoded form
before it's sent over the Internet, stopping unauthorized
users from reading the information.
-
User authentication during registration
To ensure your security and privacy in future eBill dealings,
we would verify your identity by your PCCW telephone number
and ID document number during registration.
-
Login & password
Online access to your eBill account is controlled by the
correct login ID and password. Therefore, it is vital that
you do not share your password.
I have just registered a billing account
for PCCW eBill and I cannot view my bill details?
Please
allow up to 48 hours to view your charges for IDD calls. If you
have received your paper bill prior to registering for PCCW ebills,
the charges for IDD calls and other services on the paper bill
will not reflected on the eBill. Bill statement will be available
on the next bill-issue date after your registration.
2.
What does "Calls Not Yet Billed"
mean?
"Calls Not Yet Billed" refers
to the charges for IDD calls you have made after the issue of your
last bill, these will be charged to you on your next bill.
3.
How many prior months' bills can I
view online
You can view the past two months' bills,
along with the current one.
PCCW offers customers a wide range of payment
methods:
- Autopay by bank account or credit card
- Online PPS
- PPS by phone
- PPS by PCCW Fixed Line SMS Phone
- ATM machine
- Cash payment in person
2.
Why can't I find the
bank name of my bank account in the bank name list within the
e-Bill service?
Unfortunately, we do not accept autopay
by bank account from every bank. Please try to provide a bank
account from a bank included on the list. We apologize if this
causes any inconvenience.
3.
I want to
apply for autopay by bank account. The "Bank Account Number"
field only allows me to enter a maximum of 12 digits, but the
account number printed on my bank account passbook has more than
12 digits. What should I do?
The first three-digit printed in your bank account passbook
is the bank code which you do not need to enter. There is also
no need to include the hyphen ?? You just have to enter the
remaining digits into the "Bank Account Number" field.
4.
Can I use
a joint-name bank account to settle my bill via autopay?
No, our Web channel does not support joint-name bank accounts
at the moment. Please provide a single name personal bank account.
5.
I'm a business
account customer. Can I use autopay by credit card payment?
No. Autopay by credit card payment is for residential account
customers only. We suggest you use autopay by bank account payment
instead.
6.
Do you accept
any kind of credit cards for autopay by credit card payment?
No. We only support MasterCard and VISA credit cards.
7.
What is
the normal processing time for autopay by credit card/bank account
application?
Please allow three working days for us to set up autopay by
credit card. Processing time for setting up autopay by bank
account will take four-six weeks.
8.
What will
happen to my existing payment method after I submit an application
to settle my ebill via autopay?
Once your request is submitted, your existing payment method
will be terminated immediately. The processing time for setting
up autopay by bank account will take four to six weeks and is
subject to approval of your bank. You may need to settle your
next bill by an alternative payment method until your bank processes
your autopay application.
9.
Can I cancel
autopay by credit card/bank account through PCCW eBill service?
No. If you want to change your payment method and cancel autopay,
please call Hotline 1000.
10.
Can I make
a payment online through PCCW eBill?
Yes, you can pay your bill online by using PPS via the Internet.
This service is available to all customers who have a registered
online PPS account. To use online PPS to make payment to PCCW,
you will need to:
1. Login to PCCW eBill with your login ID and password.
2. On the "Current Bill" page, click the "Pay
by Online PPS" button next to the "Total Amount Due".
Alternatively, go to "Pay Bill" page, select the account
that you want to pay online and click the "Pay by Online
PPS" button.
3. Check the amount to pay and click on "Submit".
4. Enter your PPS account number and PPS Internet password.
5. Click on 'Submit" to confirm the transaction. You will
see an online receipt with details of the transaction. You may
print or save a copy for future reference.
By using this special function of eBill, you don't need to register
your PCCW bill at PPS prior to payment.
11.
I would
like to use PPS via PCCW eBill, but I am not a PPS account holder.
What shall I do?
You need to register as a PPS account holder to use PPS. For
registration, you have to register separately through dedicated
PPS Registration Terminals around Hong Kong. The registration
instructions and terminal locations are available at PPS
Website.
12.
Can I cancel
a successful online payment transaction made via online PPS at
PCCW eBill website?
No. For each successfully completed payment transaction by online
PPS, the amount will be deducted instantly from your bank account.
13.
I didn't
get any receipt or confirmation after I made my payment via online
PPS. What can I do?
To check whether your latest payment through online PPS is successful,
you can:
1. Login to PCCW eBill service with your login ID and password
2. Go to "Pay Bill". Select the account that you want
to check your latest payment through PPS and click the "Pay
by Online PPS" button.
4. Underneath the table, click on the link for checking the
last payment status via online PPS
5. If the record shows your transaction is not successful, you
may need to make your payment again.
14.
Will online
PPS at PCCW eBill accept partial payment or overpayment? Is there
any upper limit for payment?
Yes, both partial payment and overpayment are accepted. The
upper limit you can pay via online PPS is set by your designated
bank.
15.
My telephone
line was terminated due to overdue bill payment. I have now paid
my bill through online payment at e-Bill. When will service be
restored to my telephone line?
Under normal circumstances, if you pay the bill through eBill
before 7pm, your service will be restored by the next morning.
If you pay after 7pm, your service will be restored by morning
of the day after.
What shall I do if I forget my Password
or/and Login ID for PCCW eBill?
If you forget your login ID and/or
password for PCCW eBill, you will need to:
1. Go to the PCCW eBill Login page
2. Click on "Forget Password" underneath the eBill login
box
3. Fill out the form and click on "Submit". After verification,
your login ID/password will be emailed to you.
2.
How can I add account(s) under my
login ID?
You can register any of your billing
accounts instantly online by accessing "Add Account to eBil"
through "Manage Account". Once you have registered the
account(s) for eBill service, you will no longer receive paper
bills by post.
To add account(s):
1. Login
to PCCW eBill with your Login ID and password
2. Click "Manage Account" on the top menu bar
3. Click "Add Account to eBill" under "Account
Information". You will see a list of your account number(s)
currently registered for PCCW eBill service and a list of account(s)
not yet registered for PCCW eBill underneath. Check the box next
to the each account number for which you want to enroll into PCCW
eBill service.
5. Click on the "Submit" button and you will be taken
to a confirmation page.
6. Verify information on the Confirmation page and click on the
"Confirm" button
3.
Can I remove my billing account(s)
from PCCW eBill?
Yes, you can remove any of your billing
accounts from eBill service instantly online. Once you remove
your account(s) from PCCW eBill, you will no longer be able to
view your bill online, and your eBill will be replaced by paper
bill. Moreover, you will receive your paper bill by post quarterly
if you do not choose to pay your bill by autopay.
4.
I have registered for eBill. Why
do I still receive paper bill sometimes?
For normal bills, you can view them
online. For important correspondence like notice of payment rejection
or returned check will be sent to you by post.
5.
How can I save/print a hard copy
of my online bills?
You can use the save or print function
under "File" in your browser's menu. Alternatively you
can click on the "Download Bil" to print out the PDF
version of your current bill for future reference.
6.
Why am I not receiving reminder by
email when a bill is ready?
An email reminder will be sent to
your designated email address whenever the bill is ready. If you
do not receive the email notice, please check your registered
email address through "Manage Account" and check if
your mailbox is full. If problem persists, please send us an email
at be@pccw.com.
7.
Who can I contact if my question
about PCCW eBill is not listed here?
You can complete the inquiry form
by pressing the "Contact Us" on the top menu. Or you
can call our PCCW Consumer Service Hotline 1000.
