Junk faxes set phone ringing through night

PUBLISHED : Tuesday, 17 February, 2004, 12:00am
UPDATED : Tuesday, 17 February, 2004, 12:00am

I am having a major problem with junk faxes on my home fax machine. I have tried calling PCCW for help, but when I do eventually get through their maze of 'press one for this, press two for that' instructions, the operators either do not want to or cannot help me.

Surely there must be something I can do about this? It wastes my fax paper and is generally annoying, as the fax phone rings at all times during the night.

If PCCW is doing nothing about this, then why aren't they? Junk faxes are a big problem in Hong Kong and, as the telecoms service provider to most of Hong Kong, PCCW should have an obligation to make sure that their services are not abused.

Is there someone who can help me get rid of this annoyance?

Name and address supplied

PCCW replies:

Thank you for your letter.

Earlier this year, the Office of the Telecommunications Authority (Ofta) issued a code of practice on the Procedures for Handling Complaints against Senders of Unsolicited Fax Advertisements.

Details of the code can be found on Ofta's website at www.ofta.gov.hk/junkfax/main.html.

If customers call PCCW with such complaints, we will investigate on their behalf. The 'unsolicited fax advertisement' hotline for PCCW customers is 28887999.

Our customers can also use services such as 'Block-the-blocker', which rejects calls that do not show senders' phone numbers.

PCCW Corporate Communications

Broadband provider offers useless advice

I am a subscriber to the broadband online service of Hong Kong Broadband Network (HKBN).

I called the hotline on February 1 several times to complain to HKBN staff about my inability to access online services. However, none of HKBN's technical staff I spoke to could give me a solution.

They told me the problem was with my computer, but I have both a desktop and a notebook personal computer, and I cannot connect to the internet from either.

I have successfully used the notebook computer to access online services in hotels in Taiwan, the United States and Germany, so the problem cannot be with the computer. I can only conclude that the problem is with HKBN's broadband service.

Here is a summary of my problems:

HKBN has taken too long to respond to my complaints. After more than 10 days, the problem remains unresolved;

HKBN's follow-up procedure is poor. Staff always call us when we are in the office, but our PCs are at home; and

HKBN gives unprofessional technical advice. We followed the so-called technical advice, but still cannot solve the problem. HKBN staff simply say it is a PC problem, not HKBN's problem.

We have chosen to raise the issue here so that readers are fully aware of the kind of service and support HKBN offers.

Sam Lam

Yuen Long