Taiwan Mobile
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International calling rates
Applications
Q1. How can foreigners apply for TWM monthly plans and promotions? What identification do they need?
A:

Applications from foreigners:
The applicant is required to present a "Primary Identification (passport)" and a "Secondary Identification (residence permit or work permit)” to a TWM Customer Service Center in person.

※Reminder:
1.The provided foreigner identification must be valid for at least 12 months.
2. Foreigners are required to apply in person to a customer service center and pay a bond of $2900.

Pre-paid Card
Q1. Do I need identification to buy a "Pre-paid Card"? Can I ask a friend to buy it for me?
A:

1. Yes. Foreigners must show their "Primary Identification (passport)" and "Secondary Identification (e.g. residence permit, work permit, visa, entry/exit permit, consular identification, national health insurance card, international driver's license, travel documentation issued by a foreign government, identification issued in China, foreign crew member sea service book, R.O.C. passport).

2. Yes. You can ask a friend to buy the "Pre-paid Card" on your behalf. The applicant's details as well as both person's identification must be provided for reference.

Q2. Where can I purchase "Pre-paid & recharge cards"?
A:

1. Pre-paid Card: Please present "original primary identification" and "original secondary identification" to a TWM myfone shop or franchise shop (FUNKIOSK) .

2. Recharge card: Can be purchased from TWM myfone shops, mobile phone shops and convenience stores.

Q3. What should I do if I lose a pre-paid card? How do I apply for a replacement?
A:

1. Please call 02-6606-2995 immediately to report a lost card.

2. The applicant must bring their "original primary identification" and "original secondary identification" to a TWM Customer Service Center or "Franchise Shop" to apply for a replacement. A replacement fee of $300 will also be charged. (Reminder: Your card must be valid (not expired) and the identification must match the original customer details to be eligible for a replacement.)

Q4. What should I do if I find my lost card?
A:

If you lose your card then find it again, call 188 on your mobile to have your card re-activated.

Q5. How can I extend my "Pre-paid Card" number?
A:

1. Simply charge your "Pre-paid Card" number before it expires for an extension.

2. You can charge a "pre-paid card" account by purchasing recharge cards or by using an ATM or telephone banking.

Payment method
Q1. What's the most convenient payment method?
A:
Our recommendations:
"Automatic Debit": You can choose to pay by automatic debit from a credit card (VISA/MASTER/JCB/U-card), bank account or postal savings account.
"579 Voice Payment": Call 579 on the mobile phone to pay immediately from a bank account or by credit card (VISA/MASTER/JCB/U-card).
"Online Payment": You can use the TWM website to pay online by "credit card" (VISA, MASTER, JCB) or "bank card" at any time.
You can also pay in person by taking the bill to a TWM service center, convenience store (7-11, Family Mart, OK, Hi-Life), bank or post office.
Q2. What online payment methods are available on the website?
A:

The website offers "Online Credit Card Payment" (VISA, MASTER, JCB) and "Online Bank Card Payment". If you use a personal TWM monthly plan then you can pay your phone bill online with ease.

Q3. What is the "579 Voice Payment" service?
A:

1. You can dial "579" on your mobile phone anytime and anywhere to pay by "Bank Transfer" or "Credit Card" (no processing fee required).

2. Only VISA, Master, JCB and U-card accepted.

3. This service is only available to the account holder and foreigners.

My Ring(For standard monthly plans)
Q1. What is the "800 my ring" service?
A:
"my ring" is a new value-added service from TWM that changes the ring tone your caller hears to a song or joke you like.
Q2. How do I enable the "800 my ring" service?
A:

Just dial 800 on your mobile phone then press 9 to apply for the service; you can also visit the TWM website "my ring" service page to apply. The service will take approximately two hours to activate and you will receive a confirmation SMS once it's active. (For voice option if service is not installed: "Apply now"; if service is already installed: "Cancel service".)

Q3. How do I use the "800 my ring" service?
A:
Once you apply for the service, you can choose the music you like! To choose, call 800 on your mobile phone or link to the following website: http://800.catch.net.tw/index.jsp. You can listen to music samples then set songs to play for specific callers or for all callers.
Q4. How much does the my ring service cost?
A:

The basic fee for the my ring service is $30 per month and you will receive 5 songs random chosen by the system. You can also choose to pay to select songs you prefer. The cost of each song is between $10 ~ 15. When you select a song you must also choose whether to use it for a specific caller or for all callers. (Promotional singles:$5)

Q5. When a friend calls me, will they be charged for listening to the music I selected?
A:
Your friend will not be charged for listening to the music when they call you! (Fees will apply if they use the voice mail service)
Q6. How many songs can I pick?
A:
All downloaded music will be stored in your "Personal Music Playlist". The playlist can store up to 18 songs. You can also specify the storage location to simplify playlist management.
Q7. Which mobile phones are supported by the "800 my ring" service?
A:

My ring service can be used with any type of mobile phone!

Q8. How can I change the my ring settings when I am roaming on an overseas network?
A:
When a my ring user is roaming on an overseas network, the 800 voice service hotline is not available. However, you can still connect to the website from a computer to change the my ring settings.
Q9. Can you still hear the other person's my ring music if you are calling a number in Taiwan from overseas or calling a number roaming overseas?
A:
Yes you can! You will be able to hear the other person's my ring music.
Q10. Yes you can! You will be able to hear the other person's my ring music.
A:
You can call 8036 on your mobile phone, select your preferred language then use the voice service to download or setup your ringtone services. (IVR language options: (1) Indonesian (2) Vietnamese (3) English (4) Thai)
Q11. Will my friend hear the my ring ringtone if they make a video call?
A:
If the number has my ring service enabled, a video call will not hear the MRBT music. They will only hear the normal ring tone.
My Ring(For Pre-Paid Card)
Q1. Is IVR the only option for changing settings? Are there any other channels available? e.g.: website or cs?
A:
Yes, IVR is the only option; the web interface is not currently available.
Q2. When is the monthly fee due?
A:
The first month is free with the 800 my ring service. The fee for the second month is deducted during the application process, so you don’t have to pay again until the 1st of the 3rd month. The system will send an SMS reminder on the 27th of the previous month to the user. If there is insufficient account balance on the 1st day of the month, the system will attempt further deductions on the 8th and 11th. If the fee is still not paid by the 11th, then the service will be discontinued with no further SMS reminders sent.
Q3. At what time is the monthly fee deducted on the 1st, 8th and 11th of each month?
A:
The deduction occurs after midnight on the 1st, 8th and 11th. You should ensure that the pre-paid card has sufficient remaining balance one day in advance. For example, if the deduction occurs on the 1st, please make sure there is sufficient balance remaining in the pre-paid card account by midnight of the 30th.
Q4. Can I apply for multiple "Music Box" collections?
A:
Each person may apply for up to 9 music boxes.
Q5. If I have already downloaded a song or music box, can I still revert back to the five system default songs?
A:

If you have set all of your songs or music boxes to specific friends already, or have deleted all songs and music boxes, the ringtone will change to the five system default songs.

Q6. If I download five songs but there is one that I don't want to delete but don't want my friends to hear either, what can I do?
A:

You can consider setting a "caller number" for this song. This will remove it from your playlist.

Q7. How do I set up the my ring or ringtone download service?
A:

You can call 8036 on your mobile phone, select your preferred language then use the voice service to download or setup your ringtone services. (IVR language options: (1) Indonesian (2) Vietnamese (3) English (4) Thai)

Q8. Will my friend hear the my ring ringtone if they make a video call?
A:

If the number has my ring service enabled, a video call will not hear the MRBT music. They will only hear the normal ring tone.

Store Locations
Q1. myfone Store Locations
A:
Q2. Funkiosk Locations
A:
International calling rates
Q1. How to check international calling rates?
A:
Q2. How to make an international call?
A:

Dialing Instructions

International dialing prefix + country code + area code + phone number + Send key.

Instructions:
Enter 002, 006, or 016 then + destination's country code + area code + customer number + Send key
Example: International call from Taipei to the U.S.
Taiwan's international dialing prefix + U.S. country code + area code + phone number + Send key
e.g. 002-1-4081234567 SEND
Example: Calling a 0935 mobile phone number in Taiwan from overseas
Local international dialing prefix + R.O.C. country code + phone number + Send key
e.g. xxx-886-935xxxxxx SEND

Note:
(1) The "0" in front of the mobile phone number and area code can be left out.
(2) Mobile phone user using 002 direct dial international call

Instructions

1. TWM mobile phones can be used to make and receive international calls. Making an international call in Taiwan does not count as international roaming so you can make and receive international long-distance calls in Taiwan.

2. If you don't know the international dialing prefix for your current location, simply press the "*" key on your mobile phone twice or hold down "0" for 2~3 seconds. When the input changes to "+" the mobile phone will look up the international dialing prefix automatically.

3. When calling 012 on a TWM mobile phone, the following voice message will be played first: "Connecting 012 will no longer be available after July 1. In the future, please use 016 instead, thank you." (This voice message is not billed). Once the 012 international call is picked up, it will be billed at the same rate as 016.

Billing Method

New international direct dialing rate: If the user is making an international call from Taiwan, billing starts after the call is picked up.

Attention

1. When a mobile phone subscriber uses their mobile phone to make a 002 direct dial international call, the TFN international phone network will be used and billed at the 006 rate set by TFN.

2. Subscribers on monthly plans can use the international dialing prefix of all fixed network service providers (TFN : 006/016, CHT: 009/019, APTG: 005/015, Sparq: 007/017); TWM Pre-paid Card users (including the 3G 0 monthly plan) may only use 002/006/016 (the other services are not yet available).

3. A TWM subscriber will not be charged when making a 008 collect call.

 

4.When an international call spans different calling rates (peak to off-peak, off-peak to peak), then the billing unit (016 uses a minute as the basic unit, 006 uses 6 seconds as the basic unit) will use the initial calling rate.

 

5.Check international calling rates.

Investor Relations
Q1. When was TWM incorporated?
A:

TWM was incorporated on February 25, 1997 in Taipei, Taiwan.

Q2. What stock exchange is TWM traded on and under what ticker number?
A:

TWM was traded over the counter at the "GreTai Securities Market " since September 19, 2000 under the ticker number 4901 ; then relisted on the main board, Taiwan Stock Exchange (TSE) on August 26, 2002 under the ticker number 3045.

Q3. How many shares of TWM stock have been issued?
A:

As of June 30, 2014, TWM has 3,420,833 thousand shares outstanding (including 730,726 thousand shares held by subsidiaries treated as treasury stock in accordance with Statements of Financial Accounting Standards).

Q4. What is TWM's shareholder structure?
A:

Government Agencies 4.00%
Financial Institutions 12.45%
Other Institutions 40.84%
Individuals 11.22%
Foreign Institutions and Individuals 31.49%
  100.00%

*Information as of July 5, 2014

Q5. What are TWM's revenue and EBITDA by business and its consolidated operating results for 2Q14?
A:

Unit: NT$mn

 

Telecom

CATV

momo

Others & Adjustments

Total

Revenue

19,733 1,582 5,616 5

26,936

EBITDA

6,855           859 394              56

8,164

Net Income – Attributed to the Parent

 

4,137

Q6. What is TWM's mobile market share?
A:

According to the Company and peers' factsheets and statistics released by NCC, TWM had 7.41m mobile subscribers, representing 25% market share in the market of 5 mobile operators at the end of 2Q14. Blended ARPU for 2Q14 was NT$731.

Q7. What are the operating regions, number of subscribers and market share for TWM's cable TV business?
A:

TWM’s cable operation, TFN Media cable MSO, owns the following SOs:

 

  • New Taipei City: Yeong Jialeh Cable TV in Sinjhuang District, Mangrove Cable TV in Danshuei District, Globalview Cable TV in Rueifang District
  • Kaohsiung City: Phoenix Cable TV in Fongshan District
  • Yilan County: Union Cable TV

 

At the end of 2Q14, TFN Media had 586K pay-TV subscribers, representing around 11% of the market.

Q8. When did TWM conduct capital reduction? What were the changes to paid-in capital and share price accordingly?
A:

1. The company has conducted a capital reduction twice. The first one, a 24% capital reduction, i.e., NT$2.4 cash return per share, was on December 1, 2007, the record date of the capital reduction. With 1.2bn shares cancelled, paid-in capital reduced to NT$38,009,253,630, or 3,800,925,363 outstanding shares. The second one, a 10% capital reduction, i.e., NT$1 cash return per share, was on August 1, 2011, the record date of the capital reduction. With 380mn shares cancelled, paid-in capital reduced to NT$34,208,328,270, or 3,420,832,827 outstanding shares.

 

2. TWM’s price per share was adjusted accordingly using the following formula: (closing price on last trading date - cash return per share) / (1 - capital reduction rate). The share price adjustments for the two capital reductions are calculated as below.

(1) Using the closing price on January 31, 2008 of NT$46 for the calculation, the share price was adjusted to NT$57.4, (NT$46 - NT$2.4) / (1 - 24%).

(2) Using the closing price on September 26, 2011 of NT$74.9 for the calculation, the share price was adjusted to NT$82.1, (NT$74.9 - NT$1) / (1 - 10%).

Q9. What is the impact of ROC SFAS NO.39 "Accounting for Share-based Payment" and expensing of employee bonuses on TWM’s P&L and earnings distribution to shareholders?
A:

ROC SFAS NO.39 "Accounting for Share-based Payment" and expensing of employee bonuses regulated in Commercial Accounting Law will come into effect on January 1, 2008. The net income and EPS could be diluted accordingly. Related compensations to employees are summarized as follows:

 

1.           Treasury stocks:All shares bought back from the market to incentify employees had been subscribed by employees as of the end of November 2007.  Unless the company further buys back shares from the market, no P&L impact is expected on this.

2.           Employee stock options:The Article of Incorporation was revised by 2007 AGM to retain 250,000,000 shares in authorized capital for issuance in installments of employee stock options. Options value will be derived from Black-Scholes pricing model and expected to have minor impact on TWM’s profit.

3.           Employee bonuses:1% to 3% of distributable earnings reserved as bonuses to employees, according to the Article of Incorporation, were paid in cash historically. Expensing employee bonuses effective from 2008 will have no more than 3% negative impact on net income.

OTA transmitting
Q1. How to set up Internet access on the mobile phone?
A:
1. You can check the Internet access settings for the mobile phone on the website.
(Not affected by mobile phone brand or model)

2. You can also call 899 from your mobile phone and follow the provided instructions.
The system will detect your phone model and transmit the standard Internet access settings to your mobile phone.
(899 now offers English menu for transmitting settings)
TWM Customer Service Center
Q1. What does PIN stand for?
A:

PIN is an abbreviation for 'Personal Identification Number'. PIN code is the secret number that protects your SIM (Subscriber Identity Module) card against unauthorized use. Every time turning on the phone or enabling the PIN function, you will be asked for your PIN code. .

Q2. How can I send e-mails from my mobile phone to computers?
A:
  Please follow procedures below:

 

Step 1 Please go to 'Message' or 'Mail' function.
Step 2 And select 'Message editor' / 'Write message'. (The feature is name may vary depending on the handset you use)
Step 3 Please enter the followings:
Recipient is e-mail address is ( subject ) message content (the capacity for each message is 160 bytes)
Step 4 After you finish editing, please enter '999' as the receiver's number.
Q3. How to call my friends in Thailand by this mobile phone from Taiwan?
A:

Please dial the international prefix of Taiwan which is 006 , followed by the country code of Thailand which is 66 and the area code plus phone no.

Q4. Can I change my Taiwan Mobile bill due date?
A:

We are sorry for the inconvenience. All bill date is randomly selected by computer system at the point of sale. Therefore, your bill date may not be changed.

Q5. The envelope sign is blinking on my phone screen, what does it mean?
A:

This is a common notification when the message inbox has reached its capacity of 15 messages. Incoming text messages will be barred when our system attempts to deliver messages to the handset. To prevent this, please delete your message inbox frequently.

Q6. What should I do if my phone is displaying "Enter PUK code"?
A:

The PUK (PIN Unlock) code is a security feature that all of Taiwan Mobile's phone have. If you incorrectly enter your PIN three times, the handset will then ask you for PUK (PIN Unlock) code. Please call Customer Service 02-6606-2977 or 188 from your handset) to get your PUK code to unlock the phone.

Q7. I will leave for Singapore next week, how do I make local calls , by the way, how can the locals reach me?
A:
  Bringing a compatible dual band handset will be more convenient with local network selection in Singapore. You will know how to make calls with the following information.
1. For making local calls
> Please directly dial the area code and local phone number from your handset.
2. How to contact you
> Just the way they make international calls from Singapore to foreign
countries.
Simply dial '+' as the international prefix with country code and your mobile phone number. (The 1 st digit ??should be skipped)
Q8. How do I know that when a voicemail message is received and how can I retrieve it?
A:

On your cell phone screen you actually can see an envelope sign appeared when a voice mail message is received. Please check the message function from your handset. If the message content is You have 1 voicemail, please call 123?then simply dial 123 to retrieve your new voicemail message.

Q9. I've reported a lost phone and my service has been already suspended, though, how come I still receive phone bills?
A:

Your service has just been temporarily suspended, not disconnected permanently. All calls are barred, but your account remains during the suspension, therefore, the monthly fee still incur. We recommend you to have a SIM card replacement so you can continue enjoying the high quality service of Taiwan Mobile.

Q10. Why do I have roaming charges on my bill?
A:

When you roam in overseas countries, there is a roaming charge whenever or wherever you make or receive phone calls. Therefore you will be charged while roaming.

Q11. How can I listen to my voicemail messages while abroad?
A:

You will not be able to dial 123 from abroad. To retrieve your voicemail message while abroad, please follow the procedures below.

Step 1 Simply dial +886935888123 (press '+' as the international prefix).
Step 2 After the beep tone, please enter your phone number and star key.
Step 3 Please press 1 to confirm your phone number.
Step 4 Following a beep tone, you will be prompted to enter your voicemail password and star key.
Q12. I am having problems understanding my bill. What should I do?
A:

Sometimes, reading a bill can be the equivalent to cracking a complex code. At Taiwan Cellular Corporation we believe in saving your time, so we've simplified our bills. Therefore you can take more time for life and care over your work. If you have any questions, please contact our 24-hour Customer Service (02-66062999 or 188 for free on your handset). Our customer representatives are pleased to guide you through the bill. .

Q13. How do I report a reception problem with Taiwan Mobile?
A:

To make sure your phone works well is one of our primary concerns. If you are not able to use your phone in your area at anytime, please contact Customer Service Center with the specific information at 02-66062977 or 188 for free from your handset. Your information would help us to provide a better quality of network service.

Q14. How can I listen to my voicemail messages while abroad?
A:

You will not be able to dial 123 from abroad. To retrieve your voicemail message while abroad, please follow the procedures below.

Step 1 Simply dial +886935888123 (press '+' as the international prefix).
Step 2 After the beep tone, please enter your phone number and star key.
Step 3 Please press 1 to confirm your phone number.
Step 4 Following a beep tone, you will be prompted to enter your voicemail password and star key.
Q15. I am having problems understanding my bill. What should I do?
A:

Sometimes, reading a bill can be the equivalent to cracking a complex code. At Taiwan Cellular Corporation we believe in saving your time, so we've simplified our bills. Therefore you can take more time for life and care over your work. If you have any questions, please contact our 24-hour Customer Service (02-66062999 or 188 for free on your handset). Our customer representatives are pleased to guide you through the bill. .

Q16. How do I report a reception problem with Taiwan Mobile?
A:

To make sure your phone works well is one of our primary concerns. If you are not able to use your phone in your area at anytime, please contact Customer Service Center with the specific information at 02-66062977 or 188 for free from your handset. Your information would help us to provide a better quality of network service.