SingTel Fibre BroadBand

What is SingTel Fibre BroadBand?

SingTel Fibre BroadBand is SingTel's high speed fibre service and it is delivered via an optical fibre which is run directly into one's home.

Through SingTel Fibre BroadBand services, consumers can enjoy amazing download speeds of up to 300M and upload speeds of up to 150M which is superior to that of any other existing DSL or cable broadband network available. This allows for ultra high speed Internet access, digital voice, Internet television services, home networking and other lifestyle applications.

Customers can enjoy bandwidth intensive applications such as simultaneous music downloads, home office and home networking with greater ease and also run multiple applications on one PC such as online chat, web access and music or video downloads.

What are the key applications I can enjoy with SingTel Fibre BroadBand?

exPress Portal

With the exPress Portal, customers can freely express their personalities as well as stay closer to their loved ones anytime, anywhere. They will enjoy features like unified messaging, online storage and sharing of multimedia content and high quality multi-party video chat. With unified messaging, customers have single access to multiple social networking sites and enjoy chat aggregation. They can customise their exPress Portal homescreen for easy access to their favourite multimedia content like news, videos, music etc – all on a single online web portal.

May I sign up for SingTel Fibre BroadBand if my estate is currently not Fibre to the Home ready?

The fibre network will be deployed geographically according to OpenNet's deployment timeline. For OpenNet Fibre rollout timeline, please visit www.opennet.com.sg.

What is Fixed Line Number Retention Service?

Fixed Line Number Retention is a number portability service that allows you to retain your existing telephone phone number when you switch from other service provider to SingTel. Enjoy crystal clear calls with our SingTel Telephone Line or unlimited local calls with Home Digital Line without giving up your existing telephone phone number.

Visit our SingTel Shops if you wish to apply for this service. Upon application, we would arrange on your behalf with the other service provider to terminate your existing fixed-line service and transfer it to SingTel. The process would typically take more than 7 working days as time is required by the other operator to process the request. Once the service is activated, your telephone number (from the other service provider) will be port over.

What service plans are available if I want to enjoy SingTel Fibre BroadBand services?

Please refer to the price plan.

    I'm interested in SingTel Fibre BroadBand service, how do I sign up?

    You can check out our website at www.singtel.com/fibrebroadband and indicate your interest and we will contact you to assist in your registration.

    How long does it take for my SingTel Fibre BroadBand services to be activated?

    SingTel Fibre BroadBand services may be activated after 5 working days, subjected to availability of resources.

    I am currently a SingNet Home BroadBand customer on ADSL without any contract. Can I upgrade to SingTel Fibre BroadBand? How do I go about doing so?

    Yes you may sign up for SingTel Fibre BroadBand if you are currently a SingNet Home BroadBand customer on ADSL without any contract.

    I am currently a SingNet customer with a minimum subscription period (contract) to be fulfilled. Am I eligible for the upgrade to SingTel Fibre BroadBand services?

    You may refer to the following table for the eligibility criteria. However please note an additional Upgrade Charge of $130* is applicable if your current SingNet contract [including SNBB ADSL (No Frills)/ mio Home/mio Plan] is within its first 12 months. You wish to sign up for

    You are currently on SingTel Fibre Entertainment Bundle exCite Home SingTel Fibre Home Bundle
    mio Home (ADSL) Anytime* Anytime* <3 months
    mio Plan (ADSL) Anytime* Anytime* <3 months
    Home BroadBand (No Frills) Anytime* Anytime* Anytime*
    Home BroadBand
    (with Premiums, eg. Laptops)
    <6 months contract balance <6 months contract balance <6 months contract balance
    What happens to the contract balance on my original contract of my mio Plan / mio Home after I have upgraded to a SingTel Fibre BroadBand service plan?

    Your original contract will be cease and you will start your new SingTel Fibre BroadBand service plan on a 24-month contract if you meet the eligibility criteria.

    What happens if I have existing contracts with mio TV and/or Home Digital Line?

    If you are an existing mio TV subscriber, you are eligible to sign up for a 24-month SingTel Fibre BroadBand service plan. Your existing mio TV content contract (if any) will still continue.

    If you are an existing Home Digital Line subscriber, you are eligible to sign up for a 24-month SingTel Fibre BroadBand service contract anytime within the duration of your Home Digital Line contract.

    Do I need to change out my current SNBB UserID, email and password when I sign up for any SingTel Fibre Entertainment Bundle package?

    Your existing SingNet access ID, email UserID and password will remain unchanged.

    Can I maintain my existing user ID if I am to migrate from dialup or Magix plan to SingTel Fibre BroadBand service plan?

    Dial-up customers will be able to retain their existing user ID and email address.

    For Magix customers, you will be able to retain your user ID only if the user ID is available.

    Will there be any charges for conversion if I plan to migrate from SingNet 56K dial-up or Magix plan to SingTel Fibre BroadBand service plans?

    There are no additional charges for conversion from SingNet 56K dial-up or Magix to SingTel Fibre BroadBand service plans.

    Will there be any downtime if I am to migrate from dialup or Magix plan to SingTel Fibre BroadBand?

    You may experience down time on your existing services on the day of your installation.

    I am currently a SingTel Home BroadBand subscriber on ADSL. Can I apply for SingTel Fibre BroadBand service plans without terminating my existing SingTel Home BroadBand ADSL services?

    Yes, you can. This is because SingTel Home BroadBand on ADSL uses telephone lines which are different from the fibre optic infrastructure which will deliver high quality SingTel Fibre BroadBand services into your home.

    How much email storage space is provided?

    You will enjoy 30Mb email FREE as your main email account.

    Can I upgrade or change my SingTel Fibre BroadBand service plan anytime within the contractual period? Will there be any charges?

    You may upgrade your plan from SingTel Fibre Home Bundle 150 to SingTel Fibre Entertainment Bundle / SingTel Fibre Entertainment Bundle Sports / exCite Home at any point of your current SingTel Fibre Home Bundle 150 contract. However, you will have to sign up for a new 24 months SingTel Fibre Entertainment Bundle / SingTel Fibre Entertainment Bundle Sports / exCite Home contract.

    If I am going to relocate to a new house where the area is without Fibre to the Home coverage, what should I do?

    In the event that your SingTel Fibre BroadBand service plans cannot be provisioned due to Fibre to the Home coverage issues, SingNet reserves the right to terminate your current plan without termination charges and to provide you with a no frills 15M mio Home ADSL plan (Applicable for all Fibre Entertainment Bundle) or 15M SingTel Home BroadBand on ADSL (applicable for 150M SingTel Fibre Home Bundle bundles only). You will have to continue to serve the remaining months of your contract. All promotional VASes that are exclusive with the SingTel Fibre BroadBand service plan would cease.

    In the event that if you do not wish to continue with your SingTel Fibre BroadBand services during relocation and do not want a 15M mio Home ADSL (Applicable for all Fibre Entertainment Bundle/exCite bundles) or 15M SingTel Home BroadBand on ADSL contract (applicable for 150M SingTel Fibre Home Bundle only), then termination charges for your current SingTel Fibre BroadBand service plans shall apply.

    What equipment is required to enable my SingTel Fibre BroadBand service?
    • 1st TP (Fibre Termination Point), which is to be installed by OpenNet
    • ONT (Optical Network Terminal), this device is to connect to the home devices
    What are the installation charges like?

    If you missed your free prior appointment with OpenNet, an installation charge of $235.40 (with 7% GST) for High Rise or $481.50 (with 7% GST) for landed property is applicable. The above amount is charged on behalf of OpenNet.

    If you have already made an appointment with OpenNet to lay the fibre and install the 1st TP (Fibre Termination Point) to your home, a SingTel installation appointment would only be required to set up your SingTel Fibre BroadBand services.

    An installation charge of $90* (weekdays) or $145* (weekends) by SingTel is applicable for installation of equipment, activation and demo of service. This installation charge will also be levied if the customer is not available for installation appointment or does not meet the minimum system requirements.

    Wiring charge of $80.25 will apply for wiring service from the modem to each computer/device within the first 35m, additional $10 is applicable for every subsequent 5m wiring length. The wiring service is free for 1st mioTV set-top box on SingTel Fibre Entertainment Bundle, however it is chargeable for each subsequent new mioTV set-top box sign-ups.

    A registration charge of $53.50* is applicable for all SingTel Fibre Home Bundle plans.

    * inclusive of 7% GST.

    When can I request for installation to take place?

    You are required to book an appointment with OpenNet to lay the fibre and install the 1st TP to your home.

    Your OpenNet installation appointment may be scheduled at any of the following times:

    Mondays – Fridays
    (excluding Weekends & Public Holidays)
    High-Rise
    9am - 11am
    11am - 1pm
    2pm - 4pm
    4pm - 6pm
    Landed
    9am - 1pm
    2pm - 6pm

    Thereafter, you are required to attend to another appointment by SingNet to enable your SingTel Fibre BroadBand services

     

    Your SingNet Fibre installation appointment may be scheduled at any of the following times:

     

    Mondays – Saturdays
    (excluding Sundays and Public Holidays)
    High-Rise
    9am - 10.30am
    10.30am - 12pm
    12pm - 1.30pm
    2pm - 3.30pm
    3.30pm - 5pm
    5pm - 6.30pm
    Landed
    9am - 1pm
    2pm - 6pm

    The installation team will arrive within the indicated time slot

    Can I self-install my SingTel Fibre BroadBand service plans?

    Due to the complexity of Fibre to the Home, all SingTel Fibre BroadBand service plans will require an installation by a qualified SingNet installer.

    What are the available in-house wiring solutions?

    Cables with surface trunking will be used for in-house wiring solution. There is also HomePNA technology which uses the in-home coaxial cable to deliver services (mio TV, SingTel Home BroadBand and SingTel Fibre BroadBand) without the need of extra in-home wiring.

    HomePNA allows fibre to the home services to be served to any location in the home where coaxial cable points are available, for more information on a typical home connectivity, please click here.

    HomePNA is currently on trial for limited number of landed properties and condominiums by invitation only, the trial is not opened for public registration

    What happens if I miss my scheduled OpenNet installation timeslot?

    You are required to notify us at least 3 days in advance if you need to change your OpenNet appointment time. You may do so by calling SingTel Customer Care at 1688.

    Note that if you missed the OpenNet installation appointment or changed the OpenNet appointment without notifying SingNet 3 days in advance, OpenNet cancellation fees will apply.

    Can I purchase my own equipment instead of using the devices issued by SingNet?

    All necessary equipment to enable your SingTel Fibre BroadBand services are provided unless otherwise stated. Please note that SingNet does not guarantee and support equipment that is not type-approved by both the IDA and SingNet.

    What happens if any of the equipment is damaged?

    For the duration of your SingTel Fibre BroadBand service contract, you are entitled to one-for-one replacement of the mio Box, ONT and/or the set top box - except under conditions deemed abnormal to typical wear and tear.

    Such conditions include but are not limited to:

    • spilled liquids including permanent discolouration of equipment casing
    • attempted modifications to or repair of the equipment other than by a SingNet authorized agent
    • cracks, dented or chipped equipment casing
    • Permanent defacement of equipment casing including markings due to permanent/inerasable marker or irremovable dirt, and disfigurement of the SingTel logo.
    • tampering/torn or missing manufacturing labels such as Serial No./Warranty of the device
    • other vandalisms like permanent glue on the ports, points and casing
    I have damaged my Fibre equipment. How can I replace them?

    You will be required to purchase the equipment (at prevailing rates) for replacement. Such equipment are…

    • Fibre Patch Cord
    • ONT

    For other equipment such as the Fibre Termination Point, an OpenNet installation will be required and charges will be (at prevailing rates) dependant on scope of work.

    Can I use my fibre equipment at my friend's home since he subscribes to the same SingTel Fibre BroadBand service plan as I do?

    No. All your fibre equipment is preconfigured to a specific premise. It will not function when you moved the equipment to another location.

    I have an existing ADSL modem or mio Box. Can I use this instead?

    Your existing equipment is not configured for use on a Fibre to the Home network.

    What is the minimum setup for my computer?
    Windows User Mac User
      • Windows XP SP2, Windows Vista or above

      • Pentium 4 CPU

      • 1GB RAM

    • Built-in Gigabit Ethernet Port
      • Mac OS X

      • PowerMac G3s 300Mhz, PowerMac G4s, iBooks and PowerBooks

      • 1GB RAM

    • Built-in Gigabit Ethernet Port
    Base-T Network Interface Card preferred (1000 Base-T Network Interface Card is recommended to achieve full bandwidth)
    If I experience problems with my connection, do I have to pay for a service call if I request for an on-site check?

    Call 1688 for assistance and depending on the actual situation, an on-site assessment may be arranged.

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