I thought mobile broadband isn't a solution for me so I went to HGC Broadband to inquire about fixed line broadband. To my surprise they don't cover the building I'm in. I now realize why. PCCW Netvigator has been there early on other providers simply don't bother investing at our building because there are only 68 units it simply doesn't worth the effort.
Now I signed up 3reedom mobile broadband plan. At their counter I specifically asked if I could use FTP because SmarTone-vodafone confirmed in writing that both FTP and BT aren't allowed in their policy. I never used BT but FTP is a must for me to access my server.
The guy there said "OK no problem" fairly causally then I said whereabouts in your printed documentation can assure me that. He then said they won't then another guy said he'll need to phone his senior to confirm this. The final answer was that they have the right to block any IP at their sole discretion so I better try it right at their shop if the IP I want to connect is blocked.
So I did that. They gave me a Dell Inspiron Mini 9 so I downloaded Filezilla there and made connection to my slice. That was my first experience of using a netbook which is so popular these days. I think a netbook is easier for those who don't do touch typing. My hands aren't big but it's a bit uneasy typing on the reduced size keyboard.
The guy at the shop only taught me what to enter for their APN (Access Point Name), nothing else, then I left. I was told that my service needs 4 - 6 hours to get activated. So I waited until near 10pm to give it a try using my MacBook at home. I couldn't get it to connect, the 'Mobile Connect' (it's called Mobile Partner in Vista) application requires input of 'Account Name' and password but I was given only APN to enter.
So I needed customer service before any services. So I rang customer service.
They said there is no entry required for 'account name', password and I don't even enter the phone number of the SIM card to the box for 'phone number' in the setup window, how on earth anyone could figure that out! That's dead simple once I was told what to enter but why can't the HUAWEI E180 manual in the package (manual is generic because other provider is also selling this) has this information or the forms that I signed printed this?
I followed their instruction over the phone and I got connected. The man there said sorry normally it takes about 14 hours to get your service activated, while he said that in fact my connection was working so I said thank you and hang up.
Did speedtest for the connection which isn't too bad.
Below was for PCCW netvigator fixed line
I will be tied to a long term contract so I got to be sure that I can have services that I need, so I emailed SmarTone-Vodafone customer service. They wrote back
Thank you for your enquiry.
We regret to inform you that File Transfer Protocol (FTP) service is unavailable from our Mobile broadband service at the moment.
This is disappointing, so my last option is 3reedom or going back to fixed line broadband.
I have also inquired at hkbn and their reply is also disappointing
我們很抱歉 閣下的住址未能列入我們現時光纖網絡的覆蓋
In fact I can see their cable pits along the road leading to where I live. I guess since the last 3 developments, including the one that I'm in, are by a rival developers hence they decided not to invest anymore further down that deadend road.
I feel like I'm a VIP. I was served by Rosita, Gavin, Tim, Raymond and finally yesterday a lady Becky called from their customer service telling me that they have received my termination form and will come to take away their modem by end of November. [update]..and the latest one Kiki who wrote like human...
With regards to your email, we are sorry to learn of the situation and truly understand how frustrated you must be felt.
Upon receipt of your message, we have checked our record and noticed that our concern department has received your Termination Form, and our colleague has arranged the service termination appointment for you at ....
[update]
After this wrangling with customer service I doubt what sort of CRM tools that they are using. It appears to me that none of these people, who interacted with me on emails and phone calls, knew what other people in their department have been doing. I guess it'll be too much of a trouble or costly for them to write down into their CRM applications what they have encountered but I guess there must be some sort of design to alert them what sort of problems a customer is having. May be they should incorporate a large radio button for CRM staff to click: trouble maker be ware!
I now have 3 weeks to sign up a mobile broadband provider.
