1. Why I have called tech support to report issue, but no one contacted me yet?
2. Today is my activation day, why no technician visited my home to install for me?
3. Today is my activation day, why my internet is still not working?
4. How long would take to get my issue fixed?
Due to the complexity of different technical issues, we are trying to fix 90% issues within 48 to 72 hours.
Our standard support processes are divided into three levels:
Level 1 technician will try to help you to get an issue fixed over the phone, if the issue can not be fixed over the phone, a trouble ticket will be generated.
Level 2 tech will contact you within 24 hours. If the issue cannot be fixed by level 2 tech, it will be escalated to level 3 techs to either solve or provide a solution within 48 hours.
5. What language support can Technical Support team provide?
6. Can CIK technician visit to fix my internet issue?
7. Do I need to pay for CIK technician to visit?
8. Is there hardware warranty?
All internet, home phone and IPTV box ‘s hardware come with lifetime warranty as long as customer is using CIK service.
If hardware device is damaged under normal use, we will replace the device for free.
Please note: broken hardware due to physical damage such as water, fire, improper use of power adaptor is not included in the warranty.