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Call Center

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Policies & procedures
General procedures Enterprises: Referral letter, ID card of the referred person and contract (if any), seal if authorized to keep the seal.
- For Enterprise customers: A referral letter is required.
For individuals: ID card of the contract owner/passport if being a foreigner and contract (if any); if acting on behalf of the contract owner, bring along the ID cards of the contract owner and the person present to carry out the procedures.
- In case an Individual customer fails to provide an ID card/passport, it may be replaced with 02 billing invoices of the latest months or a household register bearing the name of the contract owner or his/her driver's license.
- In case the individual representing to implement the procedures is not the contract owner, it is required to provide ID cards/proof of relationship with the contract owner.

Service package change.

Policy:
Customers may change from a low bandwidth package to a higher bandwidth package and vice versa.
The fee for service package change depends on the infrastructure and the new service package to which a Customer wants to change.
For more information on the fee for service package change, please contact our hotline or visit a store.
The form can be downloaded here.

Location change.

Policy:
Customers may change to a location within the same province or city.
The fee for location change depends on each branch and the period of using service of the Customer (free of charge or chargeable).
For more information on the fee for service package change, please contact our hotline or visit a store. The form can be downloaded here.

Owner change.

Procedure:
For enterprises: Greferral letter, ID card of the referred person and contract (if any).
For transferee enterprises: Referral letter, ID card of the referred person and business license (copy).
For individuals: ID card of the contract owner/passport if being a foreigner and contract (if any); if acting on behalf of the contract owner, bring along the ID cards of the contract owner and the person present to carry out the procedures.
Case 1: The former contract owner (party A) and the new contract owner (party C) visit a store together to carry out the transfer.
Case 2: The former contract owner (Party A) is absent but the New contract owner having the ID card (Original or copy) of the former contract owner or two latest billing invoices visits a store to carry out the transfer.
Policy:
Change without fee.
The form can be downloaded here.

Suspension policy / liquidated.

Policy:
During the course of using the service, a customer may suspend the service for 1-6 months due to objective reasons
For more information on the fee for suspension/ liquidation, please see the contract appendix or contact our hotline or visit a store for specific advice
The form can be downloaded here

Service restoration.

Policy:
Restoration without fee
Customers are entitled to promotions under the new sale program at the time of implementing the procedures. For more information, please contact our hotline or visit a store.
The form can be downloaded here

Change of other customer information.

Policy:
Change without fee.
Customers may change their bill payment addresses or invoice addresses, etc.
For more information, please contact our hotline or visit a store.
The form can be downloaded here
Price list
FTTH / ADSL / SOC
The price list can be viewed here

Customers may see details of the usage charges on website: https://fpt.vn/member or Hi FPT app

"When using the Internet service of FPT Telecom, customer will receive the monthly fee notification from us through the following channels:

1. Email: You have to provide your email account when registering our service, this email may change at your request (change email on: https://fpt.vn/member)

2. Watching live rates on the support service web or on the application Hi FPT: You can use the username and password to access the website: https://fpt.vn/member to see the usage fee and monthly notice.

3. Message: You can register your mobile phone number to receive monthly SMS message. This service is completely free".

With the desire to serve the maximum needs of Customers as well as create the most convenient for Customers when using the services of FPT Telecom, FPT Telecom now has the following methods of payment (many methods are added so that Customers can choose the most suitable with their conditions):
01. Payment via Hi FPT app.
02. Payment with bank cards vía POS devices (applied in Ho Chi Minh City).
03. Payment at customer's addresses.
04. Payment at FPT Telecom offices.
05. Payment at FPT Shop stores (applied nationwide).
06. Payment at Military Bank (MB Bank) branches (applied in Hanoi and Ho Chi Minh City).
07. Payment with Vietcombank ATM card.
08. Payment vía SMS of Techcombank and Dong A Bank.
09. Automatic debiting: Vietcombank, TPBank, MB Bank (registered at the FPT offices) and DongA Bank (registered at the bank branches).
10. Payment via Mobile Banking of DongA Bank and Techcombank.
11. Payment of Internet charges at website: https://fpt.vn/member
12. Payment at website: https://paybill.com.vn/
13. Payment of Internet charges via e-wallet MoMo of M_Service: Vien Thong A stores, The Gioi Di Dong stores and convenience stores, etc.
14. Payment via VN Pay: Interbank service.
In case your Internet connection is blocked due to overdue payment, you can extend the usage and pay later. For extension, please visit http://giahan.fpt.vn/ and follow the instructions. You can extend up to 3 times.
- 1st time: 24-hour usage and free of charge
- 2nd time: 24-hour usage with a fee of 25.000 VND (VAT not included)
- 3rd time: 24-hour usage with a fee of 25.000 VND (VAT not included)
INSTRUCTIONS FOR CHECKING CHARGES

Customers may see details of the usage charges on website:https://fpt.vn/member or Hi FPT app

METHOD OF CHARGE NOTIFICATION

"When using the Internet service of FPT Telecom, customer will receive the monthly fee notification from us through the following channels:

1. Email: You have to provide your email account when registering our service, this email may change at your request (change email on: https://fpt.vn/member)

2. Watching live rates on the support service web or on the application Hi FPT: You can use the username and password to access the website: https://fpt.vn/member to see the usage fee and monthly notice.

3. Message: You can register your mobile phone number to receive monthly SMS message. This service is completely free".

CHARGE PAYMENT METHOD

(payment through banks which have the account numbers of our branches all over the country)

With the desire to serve the maximum needs of Customers as well as create the most convenient for Customers when using the services of FPT Telecom, FPT Telecom now has the following methods of payment (many methods are added so that Customers can choose the most suitable with their conditions):

01. Payment via Hi FPT app.

02. Payment with bank cards vía POS devices (applied in Ho Chi Minh City).

03. Payment at customer's addresses.

04. Payment at FPT Telecom offices.

05. Payment at FPT Shop stores (applied nationwide).

06. Payment at Military Bank (MB Bank) branches (applied in Hanoi and Ho Chi Minh City).

07. Payment with Vietcombank ATM card.

08. Payment vía SMS of Techcombank and Dong A Bank.

09. Automatic debiting: Vietcombank, TPBank, MB Bank (registered at the FPT offices) and DongA Bank (registered at the bank branches).

10. Payment via Mobile Banking of DongA Bank and Techcombank.

11. Payment of Internet charges at website: https://fpt.vn/member

12. Payment at website: https://paybill.com.vn/

13. Payment of Internet charges via e-wallet MoMo of M_Service: Vien Thong A stores, The Gioi Di Dong stores and convenience stores, etc.

14. Payment via VN Pay: Interbank service.

EXTENSION OF USE

In case your Internet connection is blocked due to overdue payment, you can extend the usage and pay later. For extension, please visit http://giahan.fpt.vn/ and follow the instructions. You can extend up to 3 times.

- 1st time: 24-hour usage and free of charge.
- 2nd time: 24-hour usage with a fee of 25.000 VND (VAT not included).
- 3rd time: 24-hour usage with a fee of 25.000 VND (VAT not included).