Question 1

Q1

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

Answer

A1

SmarTone 5G’s widest coverage in Hong Kong^ now covers the all-new “Tseung Kwan O – Lam Tin Tunnel” and “Cross Bay Link”, and extends to the East Rail Line cross-harbour extension, covering all MTR stations*, prime business districts, malls, country parks^#, major highways, and 18 tunnels including Cross Harbour Tunnel, Aberdeen Tunnel, Tate’s Cairn Tunnel , Tseung Kwan O Tunnel, Eagle's Nest Tunnel, Cheung Tsing Tunnel, Shing Mun Tunnel, Kai Tak Tunnel, Eastern Harbour Crossing, Sha Tin Heights Tunnel, Tai Wai Tunnel, Nam Wan Tunnel, Lion Rock Tunnel, Central-Wan Chai Bypass, Discovery Bay Tunnel, Tai Lam Tunnel, Tuen Mun Chek Lap Kok Tunnel and Tseung Kwan O – Lam Tin Tunnel. SmarTone 5G is also deployed in 65 countryside locations, including hiking trails, country parks, outdoor cycle tracks, nature trails and campsites. Its presence in most outdoor and indoor locations allows you to enjoy an optimized 5G network experience in your everyday life.

^ “Widest Coverage in Hong Kong” is based on results obtained from SmarTone's road test conducted on 4 May 2022. The route of the road test covers major roads including expressways, trunk roads, tunnels and bridges. 5G coverage is defined as spot with received 5G radio signal level not weaker than -95dBm.

*Starting 9 May 2022, SmarTone 5G provides full MTR coverage including 98 MTR stations of the 10 MTR lines.

#Actual customer Internet experience within the country parks can be varied due to factors such as the geographical locations of user and the base stations, conditions of landscape (hill features, valleys, woodlands), the download server resources, Internet traffic conditions, the number of users, users’ devices and other factors that may arise.

Question 2

Q2

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

Answer

A2

SmarTone 5G’s network coverage now extends to the East Rail Line cross-harbour extension, covering all MTR stations*! SmarTone 5G is the No.1# MTR network in Hong Kong with the most number of stations with the fastest data speed, including the No.1 download speed in high-traffic stations such as Causeway Bay, Tseung Kwan O, Tuen Mun, Ma On Shan, and interchange stations such as Diamond Hill, Kowloon Tong, Admiralty, Tsim Sha Tsui, giving customers the best SmarTone 5G network experience in concourse, platform and train areas!

*Starting 9 May 2022, SmarTone 5G provides full MTR coverage including 98 MTR stations of the 10 MTR lines
# "No.1 MTR 5G Network" is based on results obtained from SmarTone's speed test conducted in June 2021. SmarTone's 5G download speed in 90 MTR stations is compared to that of 3 other 5G service providers in Hong Kong. The test is conducted with Samsung Galaxy S20 or iPhone 12 handsets during rush hour (18:00-19:30), and the test result is obtained by averaging 3 test scores from the station platform.

Question 3

Q3

SmarTone 5G uses what spectrum band?

Answer

A3

We fully utilise all the successfully acquired 3.3GHz, 3.5GHz, 4.9GHz and 26 / 28GHz new spectrums, together with existing spectrums, to give each and every customer the enjoyment of the most spectrum resources in Hong Kong~. SmarTone has the most low-band spectrums in Hong Kong, giving us more powerful signal penetration and stronger indoors reception (low-band spectrum: 45MHz) so our customers can enjoy the best 5G network experience in the MTR, popular signature shopping malls, commercial buildings and more.

~The customer number of SmarTone and Hong Kong’s 3 other 5G service providers are obtained from press release dated 25 June and latest performance reports dated 30 June 2021. Spectrum per customer is calculated by dividing available spectrum to each network provider by their number of customers.
^SmarTone is in possession of the most low-band spectrums (including 700MHz, 850MHz and 900MHz), which facilitates stronger signal penetration.

Question 4

Q4

What type of technology does SmarTone use for 5G?

Answer

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.

Question 5

Q5

Which communication equipment supplier is SmarTone using?

Answer

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 - With the unique feature of Ericsson’s dynamic spectrum sharing technology, the spectrums are dynamically utilised, allows for 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 quality service on customer needs and strives to give each customer an optimized network experience.

Question 6

Q6

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

Answer

A6

SmarTone has always focused on the customer's quality of experience. A singular emphasis on speed is not enough. For the best experience, "stability" and "smoothly" are just as important, with examples being: video streaming with next to no waiting, available when needed. Our 4.5G meets the above factors to bring an outstanding network experience to our customers, and our 5G performance is even better.
The top speed of 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 will fully utilise all acquired spectrum and continue to drive Hong Kong's Smart City development, while giving each and every customer the best 5G network experience.

You are welcome to visit designated SmarTone stores to experience the “5G Speed Test Challenge”, learn more about the differences between 4G and 5G, and experience in person the power of SmarTone 5G.

#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.
*Based on results obtained from study conducted by NuanceTree between Jul and Sep 2020, as commissioned by SmarTone.

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

Question 7

Q7

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

Answer

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.

Question 8

Q8

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

Answer

A8

SmarTone has always believed in "Building Network with Heart", constantly investing in network infrastructure development to provide Hong Kong's No.1† 5G network as an industry leader:

1. SmarTone 5G network’s widest coverage in Hong Kong+ now covers the all-new “Tseung Kwan O – Lam Tin Tunnel” and “Cross Bay Link”, and extends to the East Rail Line cross-harbour extension, covering all MTR stations* as well as business districts, popular signature shopping malls, major roads, 65 countryside locations, including country parks, outdoor cycle tracks, hiking trails, nature trails and campsites.

2. The No.1 MTR 5G Network# with the most number of stations with the fastest data speed in Hong Kong. SmarTone boasts the No.1 download speed in high-traffic stations such as Causeway Bay, Tseung Kwan O, Tuen Mun, Ma On Shan, and interchange stations such as Diamond Hill, Kowloon Tong, Admiralty, Tsim Sha Tsui, to give customers the best SmarTone network experience in concourse, platform and train areas.

3. Covers the most tunnels in Hong Kong, including 18 main vehicular tunnels such as the all-new “Tseung Kwan O – Lam Tin Tunnel” , Cross Harbour Tunnel, Aberdeen Tunnel, Tate’s Cairn Tunnel , Tseung Kwan O Tunnel, Eagle's Nest Tunnel, Cheung Tsing Tunnel, Shing Mun Tunnel, Kai Tak Tunnel, Eastern Harbour Crossing, Sha Tin Heights Tunnel, Tai Wai Tunnel, Nam Wan Tunnel, Lion Rock Tunnel, Central–Wan Chai Bypass, Discovery Bay Tunnel, Tai Lam Tunnel and Tuen Mun Chek Lap Kok Tunnel.

4. Most spectrum resources per customer in Hong Kong~, giving each customer the most usable spectrum resources among all operators, so they can enjoy the best 5G network anytime, anywhere.

5. The most low-band spectrums in Hong Kong to facilitate more powerful signal penetration and stronger indoors reception^, for super smooth internet in MTR areas, signature malls, commercial buildings and more.

6. SmarTone was selected as the Consumers' No.1 Best Preferred 5G Network† to give customers the best 5G network experience. Believe in the best, use the best.

7. SmarTone is the only Hong Kong telecom provider using European leader Ericsson as 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 - With the unique feature of Ericsson’s 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.

It is well known that SmarTone has always placed a priority on service quality and our customers' network experience. Apart from basing our service on the Quality of Experience to ensure that our customers can enjoy the most efficient SmarTone network, we also deploy the most advanced network management system to analyse advanced performance indicators, to accurately grasp and predict changes in network performance.

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

+“The Widest Coverage in Hong Kong” is based on results obtained from SmarTone's road test conducted on 4 May 2022. The route of the road test went through the 18 districts of Hong Kong, covering major roads including expressways, trunk roads, tunnels and bridges. The result shows that SmarTone’s 5G network has coverage in each of the districts. 5G coverage is defined as spot with received 5G radio signal level not weaker than -95dBm.
~The customer number of SmarTone and Hong Kong’s 3 other 5G service providers are obtained from press release dated 25 June and latest performance reports dated 30 June 2021. Spectrum per customer is calculated by dividing available spectrum to each network provider by their number of customers.
# "No.1 MTR 5G Network" is based on results obtained from SmarTone's speed test conducted in June 2021. SmarTone's 5G download speed in 90 MTR stations is compared to that of 3 other 5G service providers in Hong Kong. The test is conducted with Samsung Galaxy S20 or iPhone 12 handsets during rush hour (18:00-19:30), and the test result is obtained by averaging 3 test scores from the station platform.
*Starting 9 May 2022, SmarTone 5G provides full MTR coverage including 98 MTR stations of the 10 MTR lines.
†“Consumers’ No.1 Best Preferred 5G Network” is based on results obtained from study conducted by market research company NuanceTree, as commissioned by SmarTone. 771 post-paid SIM card users were interviewed via online survey and street interviews between July and Sep 2020.
^SmarTone is in possession of the most low-band spectrums (including 700MHz, 850MHz and 900MHz), which facilitates stronger signal penetration.

Question 9

Q9

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

Answer

A9

SmarTone 5G can be experienced live at designated SmarTone stores located around Hong Kong; The “5G Speed Test Challenge” will give you a taste of the differences between 4G and 5G, an experience of the advantages SmarTone 5G has over other operators, and show you the power of Hong Kong's No.1* SmarTone 5G.

For enquiries, please call 2880 2888.

*Based on results obtained from study conducted by NuanceTree between Jul and Sep 2020, as commissioned by SmarTone.

Question 10

Q10

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

Answer

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.

Question 11

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?

Answer

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.

Question 12

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?

Answer

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 DSS "Dynamic Spectrum Sharing" technology which enables dynamic sharing of 4G spectrum for 5G service. We will also be building additional 4.9GHz base stations in these areas to improve 5G service experience.

Question 13

Q13

How fast will 5G be with hotspots?

Answer

A13

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

Question 14

Q14

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

Answer

A14

5G mobile phones support both 5G and 4G networks. 5G mobile phones currently available utilises 4G VoLTE for voice service.

Question 15

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?

Answer

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.

Question 16

Q16

Can SmarTone 5G be used for home internet?

Answer

A16

Aside from 5G mobile service, we also provide Home 5G Broadband and Home Fiber Broadband services for customers to choose from based on their needs. SmarTone 5G mobile service and Home 5G Broadband will be good options for areas where fiber broadband is currently unavailable. Home 5G Broadband requires no landlines; simply plug and play anytime to end the fight for internet with a 7-day trial and return guarantee.

Question 17

Q17

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

Answer

A17

With our 5G network upgrade, spectrums currently supporting our 2G network will be reallocated to provide a more innovative mobile service to our customers, and our 2G network will cease service gradually. If you are currently using our 2G network, please change your phone network setting to 4G or 5G as soon as possible; if you are using a 2G handset, please switch to a 4G or 5G phone/ mobile device at your earliest convenience to continue enjoying an advanced mobile service.

Question 18

Q18

Will 5G radiation be greater than 4.5G?

Answer

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.

Question 19

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.

Answer

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.

Question 20

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?

Answer

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.

Question 21

Q21

Will 5G make mobile phones more vulnerable to hackers?

Answer

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 to prevent hacker attacks. For enquiries, please call 2880 2688.

Question 22

Q22

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

Answer

A22

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.

Question 23

Q23

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

Answer

A23

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.

Question 24

Q24

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

Answer

A24

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

Question 25

Q25

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

Answer

A25

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.

Question 26

Q26

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

Answer

A26

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.

Question 27

Q27

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

Answer

A27

5G service has now been launched. However, there is currently no handset that can support 5G VoNR (voice calling).

Question 28

Q28

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?

Answer

A28

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.

Question 29

Q29

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

Answer

A29

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.

Question 30

Q30

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

Answer

A30

Numerous 5G handset models from different brands are now available, 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 leave a phone number in case you wish to be contacted for latest 5G phone launches. You can also contact our WhatsApp assistant to learn more.

Question 31

Q31

Will the phone use more power?

Answer

A31

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

Question 32

Q32

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

Answer

A32

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

Question 33

Q33

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

Answer

A33

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

Question 34

Q34

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?

Answer

A34

SmarTone has always "Built Network with Heart", constantly investing in network infrastructure development to provide Hong Kong's No.1+ 5G network with the widest coverage^. We also provide the most spectrum resources per customer in Hong Kong~ to give each and every one of our customers the best 5G network experience.

SmarTone 5G Plans are incredibly flexible, the perfect choice to fit your life. Top-up to unlimited 5G data at will. Get add-on SIM cards whenever you need them to share data with family members/ secondary devices at a speed of your choice! 5G offers available to both new and existing customers. You are welcome to visit SmarTone stores or call our hotline 2281 8802 for enquiries!

We also have a selection of features to help you surpass your 5G moment in your everyday life, work and entertainment:

1. “Talk Freely Pack” gives you unlimited data for Zoom/Teams so you can talk worry-free! Ultra-fast SmarTone 5G connection enables seamless video conferencing! Stay online for work meetings or catch up with loved ones 24x7 so you won’t miss any important moments!
2. “eDoctor” - All new video consultation for family, giving you and your family unlimited doctor consultations at home.
3. “Cyber & Voice Security” is the offensive and defensive service to give you a stronger online protection for online shopping, working, or the kids' e-learning. Defend against cyber threats for more peace of mind.
4. SmarTone 5G x hmvod facilitates ultra-fast download of 4K content. Enjoy super smooth movie streaming with the latest Hollywood blockbusters just one click away!
5. “Gamergizer” is a must have for gamers! It upgrades you to a higher network priority during your gaming so you can enjoy a ultra-fast, super smooth gaming experience!
6. Open SmarTone’s “SmarTone AR” to unlock 3D virtual pets and bring them to the real world! Capture your interactions and share them with friends!

^Based on results obtained from SmarTone's road test conducted on 4 May 2022. The road test covers major roads including expressways, trunk roads, tunnels and bridges in Hong Kong. 5G coverage is defined as spot with received 5G radio signal level not weaker than -95dBm.
+“Consumers’ No.1 Best Preferred 5G Network” is based on results obtained from study conducted by market research company NuanceTree, as commissioned by SmarTone. 771 post-paid SIM card users were interviewed via online survey and street interviews between July and Sep 2020.
~The customer number of SmarTone and Hong Kong’s 3 other 5G service providers are obtained from press release dated 25 June and latest performance reports dated 30 June 2021. Spectrum per customer is calculated by dividing available spectrum to each network provider by their number of customers.

Question 35

Q35

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

Answer

A35

We have already launched a 5G prepaid SIM. Interested customers can purchase the latest $118 prepaid SIM and choose from three 5G plans. For details, please visit the prepaid cards page on smartone.com/en.

Question 36

Q36

What is the difference between 5S and 5G?

Answer

A36

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.

Question 37

Q37

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

Answer

A37

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.

Question 38

Q38

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

Answer

A38

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.

Question 39

Q39

What is the basis of SmarTone 5G’s claim to “The Widest Coverage in HK”?

Answer

A39

nPerf, an independent, international network testing organization that has evaluated mobile networks in dozens of countries, performed a test which confirmed that SmarTone’s 5G network coverage in the No.1 in Hong Kong (as of 22 March 2022)! SmarTone is also carrying out road tests continuously to ensure the best network experience!

Question 40

Q40

What is the basis of SmarTone 5G’s claim to “Full MTR Coverage”?

Answer

A40

Full MTR Coverage is based on results obtained from SmarTone's road test conducted on 9 May 2022, provides full MTR coverage including 98 MTR stations of the 10 MTR lines.

Question 41

Q41

What is the basis of SmarTone 5G’s claim to being the “Consumers’ No.1 Best Preferred 5G Network”?

Answer

A41

Consumers’ No.1 Best Preferred 5G Network is based on results obtained from study conducted by market research company NuanceTree, as commissioned by SmarTone. 771 post-paid SIM card users were interviewed via online survey and street interviews between July and Sep 2020.

Question 42

Q42

“Consumers’ No.1 Best Preferred 5G Network” has been launched for a period of time. Why keep advertising this claim?

Answer

A42

That’s because no other mobile operator in the market has achieved a similar survey results yet, which proves that SmarTone is still the No.1 preferred brand in 5G. As such, we are continuing to promote this claim to let consumers and operators alike know that SmarTone 5G is still the No.1 in the industry.

Question 43

Q43

Do you have the most spectrum per customer in Hong Kong? How can you prove it? And what is the significance?

Answer

A43

The number of spectrums and customers are acquired from data from the Office of the Communications Authority (OFCA) and progress reports of other mobile operators, both available online and 100% true!
Each SmarTone customer (on average) enjoy the most spectrum among all mobile operators! The crucial 1800MHz spectrum in particular see reductions in some operators, but we are increasing its usage. Starting next month, each SmarTone customer will enjoy at least 60% more of this spectrum compared to customers of other operators. Less spectrum per customer will definitely impact reception negatively. If you have high expectations in your network, then of course you will choose an operator with the most spectrum per customer.

Question 44

Q44

Apart from SmarTone-run tests, are there any other tests proving that SmarTone’s 5G is better than that from other mobile operators?

Answer

A44

e-zone recently conducted a 5G network test consisted of downloading a Netflix title in busy MTR stations such as Wan Chai and Prince Edward. SmarTone 5G recorded a download time of just 1 minute, while other operators require an average of 2 minutes, making SmarTone the winner out of all 4 contestants! SmarTone 5G showed outstanding performance at the Wan Chai MTR station, facilitating the scrubbing of 4K YouTube videos. According to the test, SmarTone 5G also boasts the smoothest performance on the new Tuen Ma line! SmarTone 5G leads competitors in terms of download speed at popular malls including IFC Central, apm Kwun Tong and New Town Plaza Sha Tin, completing most downloads in 1 minute while other operators required 2.5-3 minutes. It can also maintain a fast response, low latency and stable connection even used for Zoom calls and gaming!

Why5Gis needed?

SmarTone Builds Network with Heart as
Hong Kong's No. 1 5G*

Constructing Network with Heart

AI Smart Network Optimisation

Rigorous Network Testing

Careful Base Station Placement

The Widest Coverage in Hong Kong+

Experience the World-classNow

Mobile Service Plan

SmarTone "1+1 Flexi Combo" Offer
FREE Mesh Router (Value: up to $999)

SmarToneTransform 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

Subsidy for encouraging early deployment of 5G

Construction

Transportation and Logistics

Property Management

Healthcare

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5G Smart Hydroponics Planting System

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SmarTone 5G LAB is now open at sky100! Consisted of multiple exciting, fun-filled exhibition zones and photo-worthy hotspots, this is the place for adults, children, tech lovers and weekend explorers alike to play, try, learn and experience 5G and make everyday smarter!

SmarTone's “5G Experience Pod” is coming to Area East, L1, New Town Plaza I on 21 Nov-30 Nov 2020! Try out our real-time 5G AI fitness coaching, discover everyday 5G applications and Hong Kong exclusive new flagship handset offers! Stay tuned for more 5G installations across the city!

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

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