FAQ

Gamer Pack Service is applicable to designated customers of NETVIGATOR 1000M or above Fiber-to-the-Home broadband services.

Simply go to https://gamer.netvigator.com/eng/index.html or call our hotline. Subscribers may have to reboot the modem on the day service is activated.

We will endeavour to contact you within 24 hours after your registration. We will confirm with you the service activation date at that time.

We will consider offering this service to other NETVIGATOR users in the near future.

We will review and update the online game list that could be covered by low latency guarantee. The latest list will be shown on Gamer Pack website (https://gamer.netvigator.com).

It is applicable to round-trip latency measured from our NETVIGATOR broadband line for access to specified server locations relating to a certain game provider. This will be published on NETVIGATOR's list of benchmark destinations, as set out at the Gamer Pack website (please refer to money-back guarantee in Terms and Conditions).

The money-back guarantee is applicable only to 1000M or more FTTH via a wired connection^*.
^*Please refer to money-back guarantee in Terms and conditions.

Key features of the Gamer Pack are a low-latency guarantee and latency monitoring in relation to specific online games at designated locations. We make no claims that network speed is enhanced.

After subscribing to Gamer Pack, customers will receive special offers periodically, so you can get discount on gaming equipment at HKTShop.com. If you have opted out of receiving promotional messages from us, please change to opt-in to make sure you are aware of such promotional offers.

We will help whenever a customer has a technical issue playing online games. This could be about unstable or unusual network latency, for example. You can login and complete the online feedback form. We will respond as soon as possible after investigating.

Latency can be affected by a variety of external reasons. If users feel there is a network latency issue, we suggest they login to the Gamer Pack website and make a technical inquiry using the online survey. We will reply as soon as possible. The guaranteed round-trip latency published by NETVIGATOR is based on using the most representative server. This latency may be slightly different to the one various users are talking about.

Gamer Pack service is now applicable to computer only. We will review and expand the service coverage in the future.

Submit an online claim form via the Gamer Pack website after login, along with documentary proof within seven business days from the date the round-trip latency was measured. Upload any two (2) items of documentary proof (via screen capture or photos) from the items listed below:

1. In-game network latency value
2. Gamer Pack network latency monitoring reading showing actual network latency value and
3. Ping proof and/or traceroute command

The round-trip latency measurement data must be consistently greater than the slower end of the guaranteed round-trip latency we specify at the Gamer Pack website for at least two (2) consecutive hours, including each measurement (ie at the start, the end and in-between period) captured 60 minutes or less from the last measurement.

You need to capture three (3) measurements:

1. At the start period (14:00);
2. At the end period (16:00), and
3. In between or during that period (15:00).

Providing at least two (2) items of documentary proof, as specified, means you need to upload six (6) measurements in total.

We suggest a ZIP file format and each capture/photo should display a computer clock date and time stamp.

You will be entitled to make a claim for one day – e.g. monthly rate of $68/30-day x 1 day x 2 times = $4.6

Sorry, no such tool is currently available.

We aim to respond within 10 business days via mainly email, or telephone.