| Q1 |
What should I do if I don't understand my bill? |
| A1 |
Please dial Far Eas Tone Customer Service number at 0800-058-885. (toll free, in Taiwan only, 24 hours a day service)
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| Q2 |
What should I do if I lost my mobile phone? |
| A2 |
| Please dial Far Eas Tone Customer Service number at 0800-058-885 (toll free, in Taiwan only, 24 hours a day service) if your mobile phone has been lost or stolen. You will receive the new SIM around 3 days. |
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| Q3 |
Where and how can I pay my Far EasTone bill? |
| A3 |
You can pay your bill by Autopay, ATM transfer, at a convenience store (7-11, Family Mart, Nikomart, Hi-Life, OKMart, etc.), Chinese Petroleum gas stations with the banner of FET bill collection, Far EasTone retail stores, FET contracted service centers, post offices, or designated banks. You may also mail-in your check payment, or pay via Visa, MasterCard, JCB, or NCCC via the automated voice menu system by dialing 888 from your mobile phone, or 0800-058-885 then pressing "8", then "4" for English service.
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| Q4 |
What should I do if my phone is locked as I enter the wrong SIM card password by three times? |
| A4 |
| Please call Far Easotne Customer Service 0800-058-885, the service representative will help you to unlock the phone. However, if you enter the wrong SIM unlock code ten times, the SIM card will become invalid and a new SIM card has to be issued. If you input the wrong handset password (phone lock or security code) so that you can no longer make or receive calls, you need to ask your mobile phone distributor to return the phone back to the manufacturer for decoding. |
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| Q5 |
What does mobile international roaming services offer? What are the costs? |
| A5 |
Far EasTone has signed roaming agreements with many countries and operators around the world to provide you with the best roaming services. Our roaming network covers the GSM900/1800 system, the PDC system in Japan, GSM1900 system in the US and Canada, and TDMA system in Central and South America. We also provide a short-term mobile phone rental service that allows you to make and receive calls using your original phone number when you are abroad. To reserve the rental phone, call the toll-free Customer Service line 0800-058-885 (888 if dialing from your mobile phone) one week in advance. Deatil as Intl roaming.
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| Q6 |
How do I access my voice mail when I am abroad? |
| A6 |
You may follow the steps below to listen to your messages when you are abroad:1. Dial "+886936000222", press Yes/OK/Send.2. You will hear: "Welcome to the Far EasTone voice mail system. If you want to retrieve messages, please enter the last 9 digits of your mobile number, and press"9" to interrupt the greeting.3. Enter the last 9 digits of your mobile number.4. Press " 9 " to interrupt the personal greeting.5. You will hear: "Please enter your PIN."6. You can listen to your voice mail after the input of your PIN.
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| Q7 |
Can I change my rate plan anytime? |
| A7 |
| Once you change your rate plan, the new rates will take effect starting from the next billing cycle. We would like to remind you that you may change your rate plan only once a month. Note: If you are a contract customer, you may choose the original rate plan or switch to a higher monthly-fee plan where the monthly fee may apply towards airtime charges. |
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| Q8 |
Why do deleted messages in the voice mailbox sometimes appear again? |
| A8 |
This is because you didn't actually delete the message, and the system replays undeleted messages when you enter the voice mail system. As a reminder, if you want to delete a message, you should press "7" only after the entire instruction below has been played: "End of message. To delete this message, press"7", to save, press"9"." If you press "7" too soon or hang up before the instruction ends, the message will not be deleted.
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| Q9 |
What should I do if I want to skip a long voice mail message? |
| A9 |
| When you hear that message, press "33"- the system will jump to the end of the message and tell you "End of message. To delete this message, press"7", to save, press "9"." |
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| Q10 |
Can I listen to my voice mail from another phone? |
| A10 |
- If you are calling from another phone, dial the voice mail hot line at 0936-000-222.
- When you hear: "Welcome to the Far EasTone voice mail system. If you want to retrieve messages, please enter the last 9 digits of your mobile number , and press "9" to interrupt the greeting."
- Enter the last 9 digits of your cell phone number.
- Press " 9 " to interrupt the greeting.
- You will hear: "Please enter your PIN."The messages you have received will be played after you enter your PIN.
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| Q11 |
Why is it that sometimes short message service (SMS) doesn't work? |
| A11 |
| Please check the following items if SMS doesn't work: 1. Have you set the SMS Center number [+886931000099]?2. Far EasTone can send short messages to the customers of Far EasTone, TransAsia Telecom, Mobitai Telecom, KG Telecom, Taiwan Cellular, Chunghwa Telecom, and mobile service providers in countries with whom FET has signed a roaming agreement.3. If your mobile phone is operating normally, you should be able to receive voice mail notification short messages. |
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| Q12 |
Can I set the time for which unanswered calls forward to voice mail? |
| A12 |
| Yes, you can do this by dialing **61*222**(the seconds)# to change the "waiting time to transfer to voice mail." You have six options: 5, 10, 15, 20, 25, and 30 seconds, and the default setting is 25 seconds. (This function is not available to international roaming customers using E-Tone card, Far EasTone M-VPN and IF Card customers). |
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| Q13 |
How do I skip the greeting when I dial 222 to access my voice mail? |
| A13 |
Voice mail has two stages; the first-stage greeting does not incur charges. When you hear the second-stage greeting, press "＃" key to skip your personal or the system greeting. We suggest that you record a brief and clear second-stage personal greeting with instructions that will save money for your friends and family who call you. To record your own greeting: Dial 222 from your handset to enter voice mail, then "2222" to record your personal greeting.
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| Q14 |
To whom can I send short messages? |
| A14 |
| Currently Far EasTone customers can send and receive short messages to and from customers of Far EasTone, TransAsia, Mobitai, KG, Taiwan Cellular, and Chunghwa Telecom. In addition, you can always receive short messages from customers of mobile service providers that offer SMS. For Far EasTone customers who roam internationally on another network, it depends on the support capability of each roaming partner as to whether the SMS works. |
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| Q15 |
How is the call forwarding service charged? |
| A15 |
| If Customer A diverts his/her mobile phone to a local phone B, when Customer C calls Customer A's mobile phone, the call will be diverted to local phone B. Once the call is connected, the charges to the three parties are as follows: A. FET mobile phone customer: Charged by the second according to the customer's rate plan (because the forwarding amounts to a call from FET mobile phone to the local phone).B. Local phone: The receiver is not charged.C. Caller: Charged by his/her telecom service provider according to their own rates. |
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| Q16 |
What does it mean when my mobile phone displays【112 only】? |
| A16 |
It's possible that your mobile phone has logged-on to another network, in which you are not authorized to make or receive calls other than the GSM emergency call 112. This is why your mobile phone may show [112 only].Generally speaking, your mobile phone should only select the FET network. If it is logged-on to other networks, it could be due to unstable or weak signals. In this case, you can select the FET network manually.
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| Q17 |
Why is it that some incoming calls do not display their number on the handset screen? |
| A17 |
| There are several possible reasons why caller ID doesn't work: 1. The caller blocks his/her number.2. The switch of the caller's service provider does not offer the caller ID feature. 3. Not only do the switches of both the caller and the receiver need to provide caller ID service, the transmission network between them, I.e. the Chunghwa Telecom network has to provide the same service in order for caller ID to work. |
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| Q18 |
I am an E-Tone card customer. If I want to switch to the IF Card instead, do I need to change my SIM card and/or pay extra fees? Can I keep my E-Tone card mobile number? |
| A18 |
Far EasTone now offers the service of changing from the E-Tone card to the IF Card and allow the customer to keep his/her original number. The service fee is NT$300. You just need to dial 888 from your mobile phone to speak to a Customer Service representative to process the change for you. We would like to remind you that if you are currently on a special rate plan, you will no longer be entitled to the special rate when you change from E-Tone to IF. Therefore we recommend that you stay with your current plan until it expires before you make the change, and your E-Tone deposit can also be refunded.Reminders:
- Once the change is processed, the service fee of NT$300 will appear on your next month's E-Tone bill. If you change your mind after the switch to IF Card is processed, the service fee will still be charged regardless.
- After you complete the change and before the new card is delivered, your original E-Tone card will be suspended temporarily due to a systems switch.
- The IF Card does not offer the features of international roaming, domestic roaming, call waiting, conference call, call forwarding, mobile fax, mobile data, and call barring.
- As for the deposit you have paid for the E-Tone card plan, if the contract you signed did not have a restriction on service period, Far EasTone will return your deposit via wire transfer in 4 to 6 weeks from the last account closing date, after you switch to IF Card.
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