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FAQ

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.

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. .

  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.

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.

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. .

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.

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.

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. .

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.

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.

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.

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.

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.

  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)

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.

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.

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.

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.

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.

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.)

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

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.

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.

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.

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" is a new value-added service from TWM that changes the ring tone your caller hears to a song or joke you like.

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".)

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.

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.

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)

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)

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.

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

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.

Yes you can! You will be able to hear the other person's my ring music.

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)

Yes, IVR is the only option; the web interface is not currently available.

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.

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.

Each person may apply for up to 9 music boxes.

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.

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

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)

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.

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.

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

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.

As of March 31, 2018, TWM has 3,420,833 thousand shares outstanding (including 698,752 thousand shares held by subsidiaries treated as treasury stock in accordance with Statements of Financial Accounting Standards).

Unit: NT$mn

 

Telecom

CATV

momo

Others & Adjustments

Total

Revenue

18,473 1,599 10,184 51

30,306

EBITDA

6,766           809 464            135

8,174

Net Income – Attributed to the Parent

 

3,481

According to the Company's and peers' factsheets and statistics released by the NCC, TWM had 7.17m mobile subscribers, representing 25% market share in a market with 5 mobile operators at the end of 1Q18. Blended ARPU for 1Q18 was NT$691.

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 1Q18, TFN Media had 579k pay-TV subscribers, representing around 11% of the market.

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%).

The conversion price of TWM's Third Domestic Unsecured Convertible Bonds when issued was NT$116.1. Since July 17, 2017, the conversion price was adjusted to NT$110.3.

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)
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