Name: Galaxy S20
Brand: Samsung
Price: HK$6,498

Q1

How extensive is 5G coverage? Will it be better than now and is MTR covered?

A1

5G

SmarTone, with the widest 5G coverage in HK*, covers the most outdoor and indoor locations, including prime business districts, popular signature shopping malls, and major roads and highways. This allows you to enjoy a faster, stabler and smoother 5G mobile experience in your everyday life.
Tunnels with 5G coverage are Cross Harbour Tunnel, Aberdeen Tunnel, Tate’s Cairn Tunnel , Tseung Kwan O Tunnel, Cheung Tsing Tunnel, Shing Mun Tunnel and Kai Tak Tunnel.
We are the leading operator to provide excellent 4.5G mobile experience along MTR lines and we are paving the way to continue this superior experience with 5G. 5G coverage at MTR is gradually rolled out starting from June 2020, mainly at stations on Island line, Kwun Tong line and Tsuen Wan line in the initial phase.

4.5G

Our existing network provides coverage for 99% of Hong Kong's population with thousands of cell sites across Hong Kong, Kowloon and the New Territories. Our 5 spectrums offer comprehensive indoor and outdoor coverage, allowing a stable and smooth network experience for consumers.

*“Widest Coverage in HK” is based on results obtained from SmarTone’s road test conducted on 20 May 2020.

Q2

How is SmarTone's 5G MTR coverage timetable? Will it be faster than other operators?

A2

We are actively liaising with MTR in regard to 5G coverage, striving to provide consumers with the best MTR network experience. It is expected to provide 5G coverage at MTR by end-June, starting from Island line, Kwun Tong line and Tsuen Wan line gradually. We will not comment on other operators.

Q3

SmarTone 5G uses what spectrum band?

A3

We will make full use of all the successfully acquired 3.3GHz, 3.5GHz, and 26 / 28GHz new spectrum, and work with the existing spectrum to further improve the indoor and outdoor network quality and customer experience. We will continue to invest in and optimise the network infrastructure for all of our customers.

Q4

What type of technology does SmarTone use for 5G?

A4

The 5G specifications have been defined by the standards body, 3rd Generation Partnership Project (3GPP). The body has been responsible for establishing the technical standards since 3G, and then 4G, ensuring the compatibility of mobile networks and user devices around the globe. SmarTone will build its 5G network in compliance with the above specifications. Currently the 5G NR Release-15 specifications is confirmed for commercial launches, making use of the 5G Massive MIMO and mmWave technologies.

Q5

Which communication equipment supplier is SmarTone using?

A5

SmarTone is the only Hong Kong telecom provider using European leader Ericsson to be our 5G network provider. The two companies have been working together for more than 28 years. Ericsson has a history of over 100 years and is a leader in the telecommunications equipment market. Our world-class 5G network brings customers the best 5G network experience.

SmarTone uses the following technologies from Ericsson:

Pioneer DSS "Dynamic Spectrum Sharing" Technology - The spectrums are dynamically utilised, allowing higher efficiency in spectrum allocation according to network traffic. This enables our customers to get the widest coverage and superior quality of 5G.
A.I Real-time Radio Processing - By adding AI real-time processing to the frequency baseband, SmarTone 5G users will be instantly directed to the best 5G capable cells and will get a high quality 5G Network performance.
International Network Security Model - SmarTone always emphasises network security, online best defence for peace of mind with the International Network Security Model.

SmarTone has always based its service quality on customer needs and strives to ensure each customer can experience a faster, stabler and smoother mobile experience.

Q6

How about 5G speed? How much faster is it than the current 4.5G?

A6

SmarTone has always focused on the customer's overall online experience. A single emphasis on speed is not enough. For the best experience, it is necessary to be stable and smooth. Our 4.5G meets the above factors.

5G technology is 5 to 20 times faster than the highest speed of 4G, and achieves a latency of less than one thousandth of a second. 5G high-speed and real-time connections require a high-quality network. As Hong Kong's leading telecommunications service provider, we have successfully invested in multiple spectrums and will continue to conduct a series of technical tests for the development of 5G in Hong Kong, enabling 5G customers to enjoy a faster, stabler and smoother mobile experience.

^#The figures used about speed, capacity of concurrent connections and latency of 5G network are theoretical maximum values that could be achieved by the technology. Actual customer Internet experience can vary due to factors such as the relative position between user and the base stations, the download server resources, Internet traffic conditions, the number of users, users’ devices and other factors that may arise.

3G	4G	5G
3rd Generation Wireless network	4th Generation Wireless network	5th Generation Wireless network
Designed for voice with some data consideration (multimedia, text, internet) First mobile broadband	Designed primarily for data True mobile broadband	Designed primarily for massive IoT and enhanced mobile broadband
Availability
Year 2000	Year 2010	Year 2020
Peak speed (theoretical maximum values)^#
42Mbps	1Gbps	20Gbps
Latency (theoretical values)^#
30ms ~ 50ms	10ms ~ 30ms	Down to 1ms or less
How long does it take to download an hour of 4K video? (theoretical values)^#
1 hour	3-5 minute	Less than 10 seconds

Q7

How is 5G better than 4.5G for the individual?

A7

5G will bring greater benefits and possibilities to our future lives. In theory, a user with 5G will experience a lift in network speed and the response time will be faster (low latency).

Downloading a 4K video, for example, 4G takes 3-5 minutes, and 5G takes less than 10 seconds.
To download a 1GByte file, 4G takes 1-2 minutes. In theory, 5G can do it in 10 seconds.
Uploading a 100MByte video to Facebook, 4G takes 1 minute, 5G takes just a few seconds.
The initial 5G latency is about 10ms, and it can be as low as 1ms in the future. Compared with the 30ms latency of 4G, the response time is faster and smoother.

For reference only, the actual speed will vary depending on the spectrum and number of users.

Q8

What advantages does SmarTone's 5G network have over other networks?

A8

SmarTone, with the widest 5G coverage in HK*, covers the most outdoor and indoor locations, including prime business districts, popular signature shopping malls, and major roads and highways. This allows you to enjoy a faster,stabler and smoother 5G mobile experience in your everyday life. Tunnels with 5G coverage are Cross Harbour Tunnel, Aberdeen Tunnel, Tate’s Cairn Tunnel , Tseung Kwan O Tunnel, Cheung Tsing Tunnel, Shing Mun Tunnel and Kai Tak Tunnel.

SmarTone is the only Hong Kong telecom provider using European leader Ericsson to be our 5G network provider. The two companies have been working together for more than 28 years. Ericsson has a history of over 100 years and is a leader in the telecommunications equipment market. Our world-class 5G network brings customers the best 5G network experience.

SmarTone uses the following technologies from Ericsson:

Pioneer DSS "Dynamic Spectrum Sharing" Technology - The spectrums are dynamically utilised, allowing higher efficiency in spectrum allocation according to network traffic. This enables our customers to get the widest coverage and superior quality of 5G.
A.I Real-time Radio Processing- By adding AI real-time processing to the frequency baseband, SmarTone 5G users will be instantly directed to the best 5G capable cells and will get a high quality 5G Network performance.
International Network Security Model - SmarTone always emphasises network security. Online best defence for peace of mind with the International Network Security Model.

SmarTone has always based its service quality on customer needs and strives to ensure each customer can enjoy the best 5G.

SmarTone 5G Plan – Most flexible. Perfect choice to fit your life.

SmarTone has always based its service quality on customer needs and strives to ensure each customer can experience a faster, stabler and smoother mobile experience.

Network management system: Network management system: We have set up an advanced network management system to monitor our network performance. By analysing advanced performance indicators, we could accurately grasp and predict network performance changes.
QoE: Based on users' quality of experience (QoE), we are committed to bringing customers the most efficient network.

What's more, we took the lead in building a “fast, stable and smooth network experience” in MTR when 4.5G was implemented. The 2100MHz, 900MHz, 1800MHz, 2600MHz provides a comprehensive coverage inside and outside, lifting the network capacity and subsequently improving the overall user experience. We will continue to liaise with MTR in bringing a 5G network that offers an even faster, even more stable and smoother experience. 5G coverage at MTR is gradually rolled out starting from June 2020, mainly at stations on Island line, Kwun Tong line and Tsuen Wan line in the initial phase.

*“Widest Coverage in HK” is based on results obtained from SmarTone’s road test conducted on 20 May 2020.

Q9

If I want to experience the 5G network, can I go to any of the SmarTone stores to try it?

A9

You can experience the 5G network in person at over 20 SmarTone Stores. Please call 2880 2888 for more details.

Q10

Is there a difference between 5G in Hong Kong and 5G in foreign countries?

A10

All officially launched 5G network services must comply with the global standards for 5G. Therefore, the 5G standards being used in Hong Kong are no different from that in other countries, except that spectrum bands would be allocated differently for 5G service by individual countries.

Q11

What are the requirements for using 5G roaming outside the country? Your Data Roaming Day Plan supported 5G roaming? Does SmarTone cooperate with overseas network operators?

A11

To enjoy 5G roaming service, please subscribe our 5G Plan, enable your Data Roaming service, with compatible 5G smartphone and designated version. If you use any of our data roaming service such as Data Roaming Day Plan and fulfill the above condition, you can enjoy 5G service while roaming . We work closely with oversea mobile operators to extend our 5G roaming destinations.

Q12

What about the "blind spots" in Hong Kong regarding 5G technology? Do locations such as the Tai Po Industrial Village and Stanley need to be listed as restricted areas? How's the coverage in New Territories areas such as Tai Po? Is there a solution to the no-fly zone issue? Referencing the results announcement on 18 Feb, the map displaying coverage areas indicates that there will be no 5G Mid-Band coverage in major New Territories areas such as Tai Po?

A12

Due to the fact there are satellite stations that are occupying the 3.5 GHz spectrum in Tai Po, Ma On Shan and the southern part of Hong Kong Island, telecommunications providers are unable to make use of this spectrum for 5G. Hence, SmarTone uses pioneer "Dynamic Spectrum Sharing" technology which enables dynamic sharing of 4G spectrum for 5G service.

Q13

How fast will 5G be with hotspots?

A13

5G will be faster and smoother than 4G, but hot-spot sharing speed depends on the usage.

Q14

Does a 5G call drop when 4G is not available and will there be VoLTE?

A14

When the 5G service is launched, we will provide comprehensive 5G coverage. 5G mobile phones will support 4G networks. 5G mobile phones released in 2020 will use 4G VoLTE as the voice service.

Q15

What happens if customers can't receive 5G services in some areas. Will the internet stop or will the customer just go to the 4G network?

A15

Customer experience will not be affected if the customer can't receive 5G services in some areas. The network will fall into 4G services seamlessly if that area doesn't have a 5G signal.

Q16

Can 5G completely replace home broadband?

A16

We will provide both 5G mobile services and home fiber broadband services. Customers can choose according to their individual needs. SmarTone 5G will be a good choice for areas where home broadband is currently unavailable.

Q17

Will 3G be eliminated after the launch of 5G? Will 2G services still be available?

A17

2G and 3G provide voice and basic data services, and we will adjust both in time according to market demand.

Q18

Will 5G radiation be greater than 4.5G?

A18

All transmitting stations in Hong Kong must meet the Radiation Safety Standard of Radio Base Stations and Hand-held Mobile Communications Devices set by the Office of the Communications Authority and our 5G base stations will be constructed according to the required specifications.

For details, please click here for more information.

Q19

Does our company have 5G SUB 6GHZ and mmWAVE millimeter wave support? Sony and Samsung have just announced their new phones having such capabilities.

A19

28GHz is the spectrum called mmWave or millimeter wave, while 3.5GHz is the new 5G spectrum that belongs to sub-6GHz and other sub-6GHz that includes the existing spectrum (e.g: 2100MHz). Our 5G network will use the above three spectrums. Handsets can be used if it is compatible with the above spectrum.

Q20

Will I use more data? After using 5G services, will there be restrictions on using the phone as a hotspot, or will the speed slow down?

A20

Because 5G is faster than 4G, users can load a movie in a shorter time, and hence there will be more time to watch more content. So data usage depends on user usage.

Q21

Will 5G make mobile phones more vulnerable to hackers?

A21

5G will use higher-standard encryption technology so it is more secure than 4G. Our 5G network will fully comply with the latest network security standards and encryption technology requirements. We also provide a series of network security solutions based on different needs of customers.

Q22

SmarTone was invited by MTR to participate in managing and constructing 4.5G, will this be the case for 5G as well?

A22

We are actively liaising with the MTR, striving to provide consumers with the best MTR network experience. 5G coverage at MTR is gradually rolled out starting from June 2020, mainly at stations on Island line, Kwun Tong line and Tsuen Wan line in the initial phase.

Q23

After SmarTone launches 5G services, will 4G services become quicker?

A23

There's no influence on 4G services after 5G services are launched. If you wish to enjoy a faster, stabler and smoother network when you are video conferencing, working, watching dramas or gaming or even more, you definitely need to subscribe our 5G plan.

Q24

Once 5G services are launched, will existing issues with 4.5G (e.g., internet service delay in overcrowded areas, etc.) be solved?

A24

We will use both existing and new spectrum in the 5G network, ensuring customers can enjoy the best 5G experience. In some overcrowded areas, we will install extra cell sites, to enable customers to enjoy best mobile experience.

Q25

After 5G is launched, 5G will share 4G data, is that true?

A25

We will use both existing and new spectrum in the 5G network, 5G customers usage on 4G network will be reduced.

Q26

Will 5G high band spectrum, low / middle band spectrum influence internet latency?

A26

There's no influence on 5G network latency with 5G high, middle and low band spectrum. 5G Network latency will be even shorter in the future.

Q27

How does the area division for 5G high spectrum, low / middle band spectrum work?

A27

High and middle band spectrum are used to increase the network capacity, low band spectrum is used for network coverage. Apart from Tai Po and Hong Kong Island that can't use 3.5GHz spectrum, all spectrum will be used based on network needs.

Q28

Can SmarTone support 5G VoNR (voice calling) when 5G is launched?

A28

There is no handset that can support 5G VoNR (voice calling) when 5G is launched.

Q29

Will the customer experience be affected when switching between 4G VoLTE and 5G VoNR (voice calling) in voice, data performance once 5G VoNR is supported?

A29

Once the network and handset support 5G VoNR, there's a seamless transformation between data and voice on 4G and 5G networks. Customer experience won't be affected.

Q30

Are the 5G phones purchased from foreign countries compatible with the 5G network in HK?

A30

Regardless of where the 5G mobile phone was purchased by the customer, even if the same model of the same brand is used, it may not be compatible because of the individual settings of the mobile phone manufacturer and the spectrum configuration. However, 5G phones sold through SmarTone will be compatible with our 5G network.

Q31

Which 5G phone brand will get better reception? Are there any alternative sources of information where I can learn more about 5G handsets?

A31

Multiple brands are gradually launching 5G mobile phones, each of which has its own advantages, selling points and mobile phone specifications. For the latest 5G mobile phone information, you can go to our Facebook page and even leave a phone number in case you wish to be contacted for latest 5G phone launches.

Q32

Will the phone use more power?

A32

With our pioneer DSS "Dynamic Spectrum Sharing" technology, a seamless transformation between 4G and 5G network, less frequency changes lead to low battery usage.

Q33

If I upgrade to 5G but only use a 4.5G mobile phone what would happen?

A33

5G networks require 5G mobile phones to enjoy the high speed and comprehensive experience of 5G.

Q34

(Samsung Users) What is the difference between the black and white colour on the 5G icon?

A34

When the handset is connected to the 5G network, connected (with data usage) or Idle (without data usage) status will be shown.

Q35

I want to apply (new) /change (existing) for a 5G service. How to do it? Will SmarTone provide new services for 5G? Will SmarTone provide unlimited data plans for 5G? If so, will fair usage policy apply? After launching 5G services, will the monthly fee increase or decrease?

A35

SmarTone 5G Plan – Most flexible. Perfect choice to fit your life.

(new customer join plan before 31 Aug) only $298/month (original price: $398) (4 months offer) get 100GB data per month

Top-up to unlimited 5G data at will, flexi monthly add-on and contract free, only $80 per month
Save your unused monthly data for later, applicable for both Local and Greater Bay Area data. Maximise your use. Local Data can save up to 500GB and Greater Bay Area can save up to 10GB
Get additional SIM cards whenever you need it without extending your contract, perfect for multiple devices or family 5G data sharing. Only $120 per extra SIM, each SIM will have extra 50GB data per month, maximum 4 SIMs.
The 5G network requires a 5G mobile phone to be used first, Instant offer up to $2,100 for S20, and there're lots of 5G handset offers.
Not interested in Android 5G handset now? You can subscribe our 5G plan, and get one e-stamp reward (value: $200) per month, maximum 8 e-stamps in total, valued at $1,600. Ideally for coming 5G flagship handset at the end of the year.

Surpass your 5G Moment? Enter into a world of seamless video conferencing, ramped-up gaming and audio visuals, and total self-immersion in virtual reality.

A smooth and stable video conferencing experience with SmarTone 5G! Stay online no matter in work meetings or catching up with friends, so you will not miss any important moments! Want to talk more freely? Get FREE “Talk Freely Pack” on 5G plan subscription to enjoy unlimited data for Zoom / Teams!
SmarTone 5G x hmvod, download or stream 4K movies speedily and smoothly on-the-go, just like your personal theatre! With exclusive first up 4K movies each month and the latest Hollywood hits, just revel! (Free for three months if customer chooses selected contract plan)
SmarTone 5G x VIVEPORT, instantly download VR content together with over 1,000 VR entertainments, unlimited exclusive VR videos and offers, immerse yourself in virtual worlds and explore everything within your reach! (Free for three months when purchasing selected VR devices at the same timege)
SmarTone’s “Gamergizer”, a must-have for all gamers! Upgrades you to a higher network priority during your gaming. Enjoy a more superior experience with a fast and stable gaming network connection until you win! 5G plan customer can enjoy the data waiver on “Arena of Valor” on or before 31 Aug, 2020, and gaming fans will soon be able to get unique SmarTone x “Arena of Valor”, exclusive skin, virtual items giveaway and interact with the first 3D AR characters in Hong Kong.
From online shopping or working, to kids’ e-learning, everyday you go online, you have stronger security protection against cyber threats. Be offensive and defensive with SmarTone Cyber-security Smart Protector, the best online safeguard for peace of mind. (Free for three months if customer chooses selected contract plan)
Unlock 3D virtual pets with SmarTone “SmarT AR” and bring it to your real world! Have fun with your favourite virtual pet wherever you go, snap the fun moments and share with friends! More virtual friends to come, including the “Arena of Valor” heroes, stay tuned!

Q36

When I use a prepaid card will there be any 5G services?

A36

For related service information and promotion dates to be announced afterwards, customers can click here for the latest information.

Q37

What is the difference between 5S and 5G?

A37

SmarTone’s 5S is the 5 standards that the overall mobile experience should be measured against and critical to users:

Speed: Quick response for browsing, video playing and social media posting

Stability: Performance is consistent anywhere, anytime.

Seamlessness: Browsing, gaming is smooth & video is played from start to end without picture break-up or stalling

Security: Customers are well protected from junk calls and mobile threats with Call Guard and ST Protect respectively.

Service: An array of unrivalled services to meet customer needs. SmarTone offers Powerbank Free Rental to its users at all stores for free, while SmarTone Screen Replace gives users free screen replacement when damaged.

5G technology is the game-changing transition to the world of hyper-connectivity and real-time IoT. SmarTone will explore the unlimited possibilities of 5G for HK consumers and enterprises through cooperation and tie-ups with various industry and technology leaders.

Q38

Do I need to change my SIM card to use 5G?

A38

All 4G customers use USIM and they will not need to replace their SIM when upgrading to 5G. However, customers must use 5G mobile phones in conjunction with USIM to subscribe to a 5G service plans to enjoy 5G. SIM replacement is required for 2G/ 3G customers.

Q39

There are many 5G events in South Korea. When SmarTone customers purchase a 5G mobile will there be any similar experiences?

A39

We will continue to launch 5G-related services and experiences for our customers. Some of them are even exclusive. Details will be announced nearer the time.

World Classexperience.Only at

World Classexperience.Only at

Why5Gis needed?

How will5Gchange your life?

Seamless HD video streaming

Super fast download speed

HD video call

Ultra-smooth online gaming

Super fast documents upload speed

Ultra smooth HD video conferencing

Why choose SmarTone?

The Widest Coverage in Hong Kong*

Faster

Stabler

Smoother

SmarToneDo More in an Instant

SmarTone 5G pioneering the use of DSS “Dynamic Spectrum Sharing” technology, the widest coverage in HK!

Smoother and stabler video conferencing!

Video streaming with next to no waiting!

High speed files transfer, send and receive instantaneously.

Learn and play video calls the smooth way!

Say goodbye to lag, be the Gaming King!

Data Breach Prevention, fights cyber threats!

Subsidy for encouraging early deployment of 5G

Construction

Transportation and Logistics

Property Management

Healthcare

Retail

Hospitality

Experience the World-classNow

Surpass the Moment

LatestPhones and Products

What's New in

SmarTone “5G Experience Pod” hosted at apm, ifc and Sky100, bringing a taste of the powerful 5G network and daily applications to the public. 5G demo coming to your location soon!

SmarTone launches 5G service with the city’s widest network coverage to spearhead smart city development in Hong Kong

SmarTone selects Ericsson’s 5G to power digitalization in Hong Kong

SmarTone collaborates with start-ups to put forth the SmarTone 5G Innovation Hub with 5G live demo

SmarTone unveils the 'SmarTone 5G X Fun' Partnering local start-up to bring Hong Kong the first 5G Real Virtuality eMotorSports

SmarTone pioneers Hong Kong's first 5G live field trial in 3.5 GHz and 28 GHz bands simultaneously

FAQ

World Classexperience.
Only at

World Classexperience.
Only at