Telecom service provider China Mobile has apologised following a major service disruption across Hong Kong on Wednesday.

Many users reported on social media that they have been unable to use their phone service or connect to the internet since late morning. Some commented that the customer service hotline was down. As of 2:30pm, the company’s website was still out of service.

A video showed some users went to the company’s Mong Kok store at noon to ask what happened. Staff members said it was not the problem of users’ phones but the network itself was down.

A China Mobile shop. Photo: Wikimedia Commons.

The company posted on Facebook at 12:59pm stating: “We have received enquiries from many fans – due to an accidental malfunction with our network equipment, the mobile data and voice services of customers in some areas may be affected.”

“We are trying our best to conduct repairs, and the service is gradually resuming. We apologise to affected customers,” it added.

Many users commented under the post demanding compensation.

“It’s crazy I can’t use my phone – this rubbish company charges me HK$300 per month, I need to use it to work,” one said.

“I almost lost a huge business deal, how are you going to compensate me?” another said.

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Kris Cheng

Kris Cheng is a Hong Kong journalist with an interest in local politics. His work has been featured in Washington Post, Public Radio International, Hong Kong Economic Times and others. He has a BSSc in Sociology from the Chinese University of Hong Kong. Kris is HKFP's Editorial Director.