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Customer Support

It is our commitment to providing the best possible service at all times with communications 24/7 wherever you are in the world. Our dedicated expert teams are there to support, advise and optimise your ability to communicate.

Welcome to PCCW Global’s Customer Portal

For existing PCCW Global customers, please select one of the options below and sign in to view valuable information related to your service.

MPLS VPN  
IDRS  
Anti-DDOS  

PCCW Global runs a number of operation centres to handle a variety of customer requirements in different geographies. Global Operation Centres are located in Hong Kong, Philippines, Belgium and USA.

Please call our 24/7 Global Help Desk on our Toll-free hotline or on the numbers specified below to report a problem:

Data Services:

  • Hong Kong: +852 2829 1567
  • Philippines: +852 2829 1567
  • USA: +1 703 621 1637
  • Belgium: +32 71 492042 (French speaking)

Satellite Services:

  • Hong Kong: +852 2621 6022
  • USA: +1 703 621 1637

Voice services:

  • Hong Kong: +852 2214 1918,
  • Belgium: +32 71 492042 (French speaking)
  • Hosted PBX services: +1 703 621 3100

Toll Free Numbers

The following numbers are toll free to our Global Help Desk Hotline:

America

CountryInt/l Access CodeTollfree No. (UIFN)
(English/ Cantonese/ Mandarin)
Canada 011 800-2829-1567
USA 011 800-2829-1567

Prefix (**1010288 - AT&T, 1010222 - MCI & 1010333 - Sprint) Note: for those using AT&T, MCI or Sprint telephone Service, just call 011-800-2829-1567. Otherwise, please dial a prefix ** number before the toll free number.

 

Asia Pacific

(If not registered to MYLINE, use below code before dialling 010: KDDi: 001, C&W IDC:0061, JT: 0041, NTTCom:0033)

CountryInt/l Access CodeTollfree No. (UIFN)
(English/ Cantonese/ Mandarin)
In Local Language
(Japanese/ Korean)
Australia 011 800-2829-1567
China 00 800-2829-1567
India 000 800-852-1131
Japan 010 800-2829-1567 +81-3 3438 8753
Malaysia (TM) 00 800-2829-1567
Philippines(ETPI) 1 800-765-6488
S Korea
(Dacom)
002 800-2829-1567
S Korea (KT) 001 800-2829-1567
Singapore
(Singtel)
001 800-2829-1567
Taiwan 00 800-2829-1567
Thailand 001 800-2829-1567
Hong Kong 00 800-2829-1567

 

Europe

CountryInt/l Access CodeTollfree No. (UIFN)
(English/ Cantonese/ Mandarin)
Holland 80 00-226-256
UK 00 800-2829-1567

 

Service Delivery

Client organizations enjoy the highest standards of quality when served by PCCW Global’s Service Delivery arm. All aspects of project management during the course of installing global voice and data services are addressed by a totally hassle-free approach, along with sound risk-management practices and timely reporting of incidents.

Providing customers with peace of mind, PCCW Global’s impressive track record in project managing large-scale, multi-site projects is based on continuous improvement of all provisioning processes, using the plan>do>check>act formula to monitor efficiency.

Highly-qualified pool of expertise

  • PMI (80+), Prince 2 (30+), Lecturer at Local University
  • CCIE (10+ ), CCNP (140+), CCNA (300+), CCDP (17+)
  • CCDA (7+), CSSI 1(2), CISSP (40+), CISA (10+), CISA (10+)
  • GIAC Certified Intrusion Analyst (GIAC: 2)
  • ISO 27001/ ISO 9001/ ISO 20000/ TL 9000 (30+ )
  • Certified Checkpoint Security Expert (CCSE: 25+)
  • Certified Checkpoint Security Associates (CCSE: 25+)
  • NetScreen Certified Security Associate (NCSA: 8+)
  • ITIL Certified Service Managers (15+) multi-discipline approach to providing integrated solutions

Integrated Network Service — local and International

  • GIA, IPLC/IEPL, ATM/FR, IPVPN, Voice and Satellite
  • CPE on data, security, PABX and video conferencing

Service Support

Customers enjoy the comfort and convenience of being able to rely on 24x7 support from a globally-dispersed engineering team that becomes available around the world in follow-the-sun fashion. Skilled in technologies covering MPLS, IP, satellite, optical-fiber and managed services, these seasoned professionals provide localized support for the entire PCCW Global portfolio. Tried-and-tested internal escalation policies ensure customer satisfaction, especially in terms of timely handling of issues, a sharp focus on prolonged cases and strict management oversight of procedures.

Global Service Management

Regional Service Manager (RSM) ensures customer satisfaction by providing client organizations with a single and easy-to-access point of contact for escalation and other service related matters.

This “service ambassador” maintains total awareness of daily customer issues by monitoring network performance and mission-critical operations, presiding over quality maintenance and recovery plans and serving as an event manager whenever necessary.

We believe constant communication is crucial to customer satisfaction, so we invite client organizations to evaluate our performance and provide feedback at formal service review meetings. As well as keeping up to speed with the latest technology developments, our service management team adopts IT Infrastructure Library (ITIL) Service Management best practice to ensure optimum customer support.

Field Operations

Customers enjoy the comfort and convenience of being able to rely on 24/7 support from a globally-dispersed engineering team that becomes available around the world in follow-the-sun fashion. Skilled in technologies covering MPLS, IP, satellite, optical-fibre and managed services, these seasoned professionals provide localized support for the entire PCCW Global portfolio. Tried-and-tested internal escalation policies ensure customer satisfaction, especially in terms of timely handling of issues, a sharp focus on prolonged cases and strict management oversight of procedures.

Contact Us

For customer support queries click here

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