Technical FAQ

Technical FAQ

Why I have called tech support to report issue, but no one contacted me yet?
If your issue is not fixed by the agent who picked up your phone, a trouble ticket will be generated and you should get call normally within 24 hours (pleas...
Sat, 11 Mar, 2017 at 8:15 PM
Today is my activation day, why no tech visits my home to install for me?
Not all installation requires tech access, if you do not receive notice by phone and/or by email in advance, there would be no tech visit your home.
Sat, 11 Mar, 2017 at 8:15 PM
Today is my activation day, why my internet is still not working?
For new activation, because the activation might include on-site installation and backend provisioning, so the internet might not work till end of the day 23...
Sat, 13 Jan, 2018 at 10:12 PM
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 to t...
Sat, 11 Mar, 2017 at 8:22 PM
What is tech support working hour?
We provide tech support 24/7 hours by English, French, Mandarin, Cantonese, Vietnamese, Hindi, Punjabi, Arabic and Urdu right now.
Sat, 13 Jan, 2018 at 10:10 PM
Can I ask CIK to send a tech to fix my internet issue quickly?
Because there are many different scenario for technical issues, many of them can not be fixed by on-site field technicians, so we would need to conduct trou...
Sat, 11 Mar, 2017 at 8:23 PM
Do I need to pay for CIK tech to visit?
If CIK tech support decides a CIK field support technician must be sent to have the issue fixed, it will be free of charge. However if CIK tech identifies th...
Sat, 11 Mar, 2017 at 8:24 PM
Hardware not related to using CIK service such as promotion gifts
This applies to all active customers purchase equipment from CIK directly or account transferred from another customer or suspended accounts reactivated. Fo...
Sat, 11 Mar, 2017 at 8:25 PM
What is Cable internet and FTTN internet?
Cable internet refers to the high speed internet provided by CIK using TV cable. Cable internet is using 2.0 or 3.0 Cable modem.FTTN internet is Fiber To Th...
Sat, 11 Mar, 2017 at 8:29 PM
Can CIK guarantee the maximum speed?
Because of the nature of internet, the maximum speed available depends on the line condition, distance to Central Office, Time of Day, Test method, routers,...
Sat, 11 Mar, 2017 at 8:30 PM