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Help and Support
hgc on air
1
What do I need to access the service? ​

You need to:

  1. Set the SSID of your Wi-Fi-enabled device to “hgc on air”. Then enter your username and password to login.
  2. Use a standard Internet-ready browser running on any operating system. No additional software is required.
2
Do I need to re-connect to the Wi-Fi network if I restart my computer or mobile device?

Yes.

3
What should I do if the browser doesn't direct me to the login page?

First check your network card's SSID or ESSID setting, and make sure the SSID is set as “hgc on air”. You may be required to restart your computer.

You should then test the signal between the network card and hotspot. Move your location if the signal is too weak. You may select routers with external antenna in order to enhance the signal performance.

If the problem persists, double-check your device and make sure it meets our minimum system requirements. Also, make sure you have de-activated Internet Explorer's proxy server setting, and check your network card's IP address to make sure it is not a fixed IP.

4
I’ve reached the login page, but cannot get logged in. What should I do?

Make sure you have entered the correct login ID (including "@hgconair.hgcbiz.com") and password. Please note that login ID and password are case-sensitive. Your default password is your Business Registration Certificate number. If this was not provided during registration, the default password is your account number. Please call 1222 for further assistance.

5
What are the system requirements for notebook computers and mobile devices?

Microsoft Windows-based systems:

  • Pentium 233 MHz CPU (Pentium II 400 MHz or above recommended) or equivalent personal computer/ notebook
  • 64MB RAM (128MB or more recommended)
  • IEEE 802.11b/g/n Wi-Fi compatible
  • Windows XP Home/ Professional, Vista, 7 or newer
  • Internet Explorer 8, Firefox v.15, Google Chrome, Safari or newer-
  • Internet Explorer 5.5 or newer

Mac OS-based systems:

  • iMac, iBook, PowerMac and PowerBook or newer
  • 64MB RAM (128MB or more recommended)
  • IEEE 802.11b/g/n Wi-Fi compatible wireless LAN card (built-in PCMCIA or USB)
  • Mac OS 8.5 or newer
  • Internet Explorer 5.0 or newer
6
What type of wireless network card is required if I want to connect hgc on air service?

In general, network cards support 802.11b/g/n, so a standard card should be adequate.

7
How far does wireless coverage extend at a hotspot?

Users are normally able to connect within a radius of 50 meters from a Wi-Fi access point in a closed environment. The further away from an access point, the weaker the signal. Please note that signal strength is also affected if the end-user device is placed near metal surfaces, high-density materials or products that operate in the 2.4GHz radio spectrum.

8
What factors affect signal strength?

Signal strength is affected if the end-user device is placed near metal surfaces, high-density materials or products that operates in the 2.4GHz radio spectrum. Obstacles in the radio signal path between access point and end-user device can also reflect or absorb the radio signal, thereby degrading wireless coverage. ​

9
Which number should I call if I have enquiries on subscription plans?

Please call 1222.

10
Where can I check the location of Wi-Fi hotspots?
11
What should I do if I forget my password?

Call 1222 for help to re-set your password.​

School Fibre Broadband Service
1
Why can't I acces​s internet?​
  1. Disconnect the Ethernet port of the Fibre Converter from the school local network. Use a separate notebook or PC, then configure it with the provided public IP, and test the internet access.
  2. If the PC can access internet, that means the internet access has no problem. You should then troubleshoot your school local network. If the PC cannot access internet, switch off the Fibre Converter and switch on again and test again.
  3. If it fails again, call the HGC school technical hotline at 21229555 and provide them with the following details for troubleshooting:
    1. Describe the LED status of the Fibre Converter, that is which LED is ON and the LED color;
    2. Attach the ping result initiated from the notebook/PC to the destinated IP gateway, for example, notebook IP is at 210.0.128.2 and ping to gateway IP at 210.0.128.1;
    3. Provide the screen capture of the IP setup such as the one in WindowsXP/7 in the "network connections" as shown below. Make sure the Speed & Duplex matches with what is provided.
2
Why is the access speed or response time to all web sites much slower than I subscribed? Why are there packet losses to some or all web sites?
  1. Disconnect the Ethernet port of the Fibre Converter from its local network. Use a separate notebook/PC, configure it with the provided public IP, and test the internet access.
  2. If the PC can access internet, that means the internet access has no problem. You should then troubleshoot your school local network. If the PC cannot access internet, switch off the Fibre Converter and switch on again and test again. Make sure the interface setting is matched with what is provided, that is, Auto, 10M Full or 100M Full setting.
  3. If it fails again, call the HGC school technical hotline at 21229555 and provide them with the following details for trouble shooting.
    1. Attach the ping result initiated from the notebook/PC to the destinated IP gateway, for example, notebook IP is at 210.0.128.2 and ping to gateway IP at 210.0.128.1;
    2. Provide the screen capture of the IP setup such as the one in WindowsXP/7 in the "network connections" as shown below. Make sure the interface setting of Speed & Duplex of notebook/PC matches with what is provided.
    3. Send the trace route result from the notebook/PC with which IP is configured and the destination website, for example, trace route to speedtest.ofta.gov.hk and the corresponding speed test result.
    4. State clearly which websites are unaccessible, have packet loss or state ALL for all websites.
3
Why can't I send / receive emails?
  1. Please check the email server owned by yourself or own by HGC (ON-NETs.com). If it is owned by HGC, call technical support hotline 2122-9555 for help.
  2. Please provide detailed information (domain, time of occurrence, error message shown) to technical hotline staff for further investigation.
4
Why is the web filtering service not working?

Call technical hotline 2122-9555 and provide the follow details for troubleshoot:

  1. Advise whether the circuit is subscribed with web filtering service if possible.
  2. List out which websites expected to be blocked but turns out to be accessible or which web sites should be accessible but turns out to be blocked.
  3. State if this happens intermittently or happens all the time, for example, how many times out of 10 trials it happens.​