Question 1

How long does it take for the actual installation of the broadband and TV to take place after the application is processed?

Accepted Answer

As we need to engage Netlink Trust to activate the fibre signal to your apartment, actual installation will usually be scheduled 7-10 days after application. If your house is not equipped with the fibre optical point, it will take 10-14 days before the services can be installed.

Question 2

What documents do I need to apply for Home Broadband and TV services?

Accepted Answer

You will need to have your NRIC (for Singaporeans and PRs) or your Work Permit ID card (such as Employment Pass, S-Pass, Work-Permit, Student Pass for foreigners). For foreigners renting an apartment, you will also need the fully-signed Tenancy Agreement or Letter of Intent. If your physical Employment Pass is not ready yet, you can submit your In-Principal Approval Letter and Passport first before sending us a color-copy of the Employment Pass when it’s ready.

Question 3

What is Netlink Trust?

Accepted Answer

NetLink Trust designs, builds, owns and operate the fibre network infrastructure of Singapore and provides nationwide coverage in Singapore. They are the sole appointed "Network Company" for Singapore's Next Gen NBN. Through their network, they provide a number of services to Internet Service Providers, who in turn, provide retail fibre services to end-users.

Question 4

For after-sales technical support and enquiries for Singtel’s services, who should I contact for assistance?"

Accepted Answer

Please call 1688 for assistance on after-sales related issues. The technical helpdesk will run through a series of network diagnostics to advise and resolve your connection issue. Due to personal data protection policies, the customer service will not reveal information to third parties and it’s recommended that the subscriber call in on his own as they will be verifying his account information. For Broadband and TV, in order to troubleshoot the issue, it’s best to call when you are at home. Subsequently, the technical helpdesk may arrange for an on-site assessment to resolve the connection.
For quicker responses, you can also send a message via WhatsApp to Singtel’s customer service at +65-9018-1688.

Question 5

Are there any charges for on-site assessments?

Accepted Answer

If the technical helpdesk has identified that the cause of network connection issues might be due to 3rd party devices connected to your broadband service i.e. personal laptop/tablet, an on-site assessment request will be charged at $60 (weekdays/weekends). Singtel’s engineers specialise in devices and equipment sold by Singtel. For 3rd party devices, we recommend that you refer to the device manufacturer for assistance as the engineers are not trained in these devices. The engineers will also not be able to assist with requests relating to recovery of customer’s computer or provide advice on virus or malware infected computers, etc.

Question 6

Can I change my installation appointments after I have booked them?

Accepted Answer

Yes, you can change your Singtel installation appointment 3 working days before the original appointment. To make a change, you can either call 1688 (Customer Service), via your Singtel OnePass account under “My Appointments”, or via the SMS link sent to you after your appointment has been scheduled.

Question 7

I am moving to another apartment within Singapore and I need to relocate my services. How do I inform Singtel?

Accepted Answer

You'll want to submit your relocation request 2-3 weeks in advance as appointment slots are subject to availability. You can submit your request through
My Account (for OnePass account holders) 
Singtel online webform
Calling 1688 (Relocation Hotline Operation Hours: Mon-Sat 8.30am-6pm)

Question 8

What is Singtel OnePass?

Accepted Answer

Singtel OnePass is the single login ID you need to manage all your services on My Account and My Singtel app. To set up an account, click here.

Question 9

I am relocating back to my home country, but I still have several months remaining on my broadband and TV contract. I would like to avoid incurring the Early Termination Charges by doing a transfer of ownership to my friend who’s willing to take over my services. What should I do?"

Accepted Answer

You can visit a Singtel Main Shop to make the transfer. Both parties must be present with personal identification documents and tenancy agreement (with proof of occupancy for more than 6 months).

Question 10

How do I improve my internet speed?

Accepted Answer

If your apartment is big, we recommend getting the WIFI Mesh solutions to help boost WIFI coverage around the house. Too many devices connected at the same time or on heavy bandwidth activities like video streaming or downloading large files can affect your internet speed too. If you face any issues with internet connection, a quick remedy to try would be to reboot all of your devices including the modem and routers. For more information on troubleshooting your internet speed, click here.

Question 11

I would like to subscribe to fibre broadband services but I was informed that there’s no optical fibre point in my apartment yet. What should I do?

Accepted Answer

We will need to engage Netlink Trust to install the fibre optic point in your apartment. The Netlink Trust installation appointment can be booked through Singtel when you sign up for Home Broadband services with us. Please take note that if you are renting an apartment, you will need to seek consent from the landlord before you are allowed to install the fibre optic point. You will need the landlord to sign the Netlink Trust Owner Authorization Form prior to the application. You can download the form via the link here.

Question 12

I am not sure how to read the bill that I have received. What should I do?

Accepted Answer

For a guide on understanding your Singtel bill, click this link.

Question 13

What are the payment methods for Singtel?

Accepted Answer

You will receive your Singtel bill via the post (fees apply for hard-copy bills) or via your email address. You can pay via GIRO (Automatic Bank Deduction), Credit Cards, 7-Eleven stores, SingPost or through other electronic means. For more info, click on this link.

Question 14

I have received a SIM card from Singtel in my mailbox but I have only subscribed for Broadband services. What is this SIM card for?

Accepted Answer

The SIM card is a free Data SIM Card that comes with 500MB of free data usage per month. Excess usage will be charged at $10.70/GB. You can insert this SIM card into your devices such as mobile phones and tablets and use the Singtel 4G network to surf the internet on the go.

Question 15

I would like to terminate my Singtel services. What should I do?

Accepted Answer

Depending on the equipment that was set up in your apartment, you may have to return them to a designated Singtel shop in order to complete the termination process. You may call 1688 (customer service hotline) to check on the equipment that you need to return.

Question 16

How would I know whether I require more than 1 router?

Accepted Answer

If your apartment size is more than 90 square meters (3 bedrooms-apartment), with the furthest bedroom separated from the living room with 2-3 walls, it’s best to install more than 1 router. Routers are typically set up in the living room or where your fibre optical point is located (in some instances at your front door area), and you may face limited WIFI signal in the area furthest away from your router location.

Question 17

What’s the advantage of signing up for a 2Gbps Broadband plan?

Accepted Answer

The 2Gbps asymmetric bandwidth allows for a maximum download speed of 2Gbps and a maximum upload speed of 1Gbps on the Optical Network Router (ONR). The ONR has 4 available active Gbe LAN ports that can each transmit at a maximum speed of 1Gbps to your WIFI Mesh, third party router / access point, or Internet-enabled devices (e.g. computer, Smart TV) via a wired connection. Having a higher bandwidth allows you to receive more data at a faster rate, and you can expect a combined total bandwidth of 1.6 -1.8Gbps*for the 2Gbps Fibre Home Bundle. For a single connection from a device/laptop over wired Gigabit Ethernet LAN, the typical download speed will be between 884.04Mbps –986.22Mbps (local) and 642.37Mbps –715.42Mbps (international). However, many factors affect the download speed and delivery of Internet traffic. Some of these include the broadband device / equipment used, the type of Internet connection (wired LAN / wireless connection), the number of people and devices your broadband connection is shared with.

Question 18

What do I need to prepare in advance for the Netlink Trust fibre optic installation?

Accepted Answer

Please note that:
 
The Netlink Trust installation team might occasionally be late for their appointment due to unexpected delays. You are advised to call the Netlink Trust hotline at +65-6563-4273 to check for their installation team’s arrival time if they are late.
During the installation, the contractors will pull in the fibre optic cables into your house from the main electrical riser located at your common corridor via the ceiling. If there's no access panel in the ceiling, you will need to engage your own contractor separately to open up a hole in the ceiling and all appointments will have to be re-scheduled again. The cost of hiring such contractors will usually be about $200-$300 and it will be borne by you.
Please ensure that the contractors install the fibre optic point near the TV area (if there's no data points in the house) or in the circuit breaker (if there’s a data point patch panel linked to the data points located around the house). Please also ensure that there's a power socket near where the fibre optic point is located.
If applicable, please remember to print out the Netlink Trust Owner Authorization Form signed by the landlord of your apartment. You will need to pass it to the Netlink Trust contractors.

Question 19

I have received an SMS informing me that my installation appointment has been deferred due to a delay in Netlink Trust’s activity. May I know what’s the issue?

Accepted Answer

Prior to the Singtel installation, Netlink Trust will activate the fibre signal to your apartment. If you have received such an SMS, it means that they have failed to activate the signal to your unit due to the following possible reasons:
They were denied access to the MDF room located in your condominium which houses the fibre optic system in your vicinity.
The fibre signal is weak and maintenance will need to be carried out to rectify the issue.
Netlink Trust may take one to three months to resolve the above-mentioned issues.

Question 20

What do I need to prepare for the Singtel installation appointment?

Accepted Answer

Please note that:
Depending on your subscription, there are at least 2 equipment that needs to be installed. Please ensure that there's at least 2-3 power points near the Fibre Terminal Point or the Data Point. If there is only one power point, please buy the power point extension cord beforehand.
The installation team might occasionally be late for their appointment due to unexpected delays. Also, if your appointment time is 9AM-12PM, this means that the installation team will arrive any time within that time-frame.
After you have selected your preferred installation appointment, please ensure that you are home on that day/timing. If you have forgotten your appointment and were not at home, of if the technician failed to get into your apartment via the condo intercom, re-appointment charges will apply. If you wish to change your appointment date/time, please call the Singtel customer service hotline at 1688 at least 3 working days prior to the original scheduled appointment.

Question 21

I already have a fibre optic point in my house. Why is there still a need for a Netlink Trust activation appointment?

Accepted Answer

In some instances where the previous occupier has yet to terminate their existing broadband service with their Internet Service Provider (ISP), we will require Netlink to manually activate the 2nd port of the fibre optic point for your new subscription. Since the 1st port of the fibre optic point is technically still in-use by the ex-occupier of the house, Netlink will release the 2nd port for your new subscription. You will have to be physically present at home for the 2nd port fibre service activation.

Question 22

Are there any other things I should be aware of regarding my broadband service?

Accepted Answer

Yes, there’s a few additional points there you should know.
WIFI coverage depends on the location of the WIFI router. Depending on the actual conditions of the house, you may need to buy your own WIFI extender/booster/mesh system to get a better WIFI coverage around the house.
The contract commences on the day that the services are installed.
Cancellation of the contract after an appointment is made but prior to the installation will incur cancellation charges of $235.40 
The scope of work covered by the engineer is to ensure that you are connected wirelessly to your mobile device or via wired connection to your PC. If you have other smart devices at home (such as TVs, aircon, surround sound system speakers etc), these connections are not covered under the technician’s scope of work and you will need to look for your own IT engineer or the smart device manufacturer for WIFI connectivity assistance.

Question 23

What are the time slots available for the Singtel installation appointment?

Accepted Answer

Singtel appointments are available Mondays-Saturdays. For high-rise apartments, you have 3 time slot options to choose from; 9:00am-12:00pm, 12:00pm-3:00pm and 3:00pm-6:00pm. For landed properties, the options are 09:00am-1:00pm or 2:00pm-6:00pm.

Question 24

What are the time slots available for the Netlink Trust appointment?

Accepted Answer

Netlink Trust appointments are available Mondays-Fridays. For high-rise apartments, you have 4 time slot options to choose from; 9:00am-10:45am, 10:45am-12:30pm, 1:30pm-3:15pm and 3:15pm-5:00pm. For landed properties, the options are 09:00am-1:00pm or 2:00pm-6:00pm.

Question 25

How is the TV set up?

Accepted Answer

You will need to rent a TV set-top box to receive the Singtel channels that you have subscribed to. As the TV service runs on the fibre platform, the set-top box needs to be connected to the Optical Network Router (ONR) through a data point (Lan Socket) or the WIFI router located near your TV set. In the event if there’s no internal wiring, data point or WIFI router that can be placed near your TV, we will arrange for external trunking to lay a LAN cable from the ONR to your TV area.

Frequently Asked Questions