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FAQs for Residential Premises

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BEFORE INSTALLATION OF TERMINATION POINT

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Is it necessary to install the Termination Point in my home?

No. Termination Point can be installed when home owner applies for a fibre broadband service with your preferred Internet Service Provider. However, charges may apply for Termination Point installation. Please visit www.netlinktrust.com for specific coverage check details.

If we do not install the Termination Point, can we still watch TV or surf the internet with our current internet service provider?

If you do not want to install the Termination Point, you can still continue with watching your TV programmes and surf the internet.

Do I have to pay for installation of the Termination Point?

Termination Point is chargeable at $220 (excl GST) for high-rise premises and $450 (excl GST) for landed properties. When you subscribe to a new fibre broadband service and if your premise is eligible for the first pass free, the installation fees are waived for the first 15 metres of optical fibre. Please check with your preferred Internet Service Provider when applying for a fibre broadband service.

How much do I have to pay if my optical fibre exceeds 15 metres?

For optical fibre runs that exceed 15 metres, an additional fee of $33 per 5 metre block (excl GST) will be charged.

Can there be more than one Termination Point in one household?

Only one Termination Point is required per household.  For more information on Home Networking Information, please visit www.NextGenNBN.gov.sg.

Is one fibre Termination Box enough in my home?

One fibre Termination Box will be enough to support the bandwidth needs of the home for multiple services including telephony, television and high-speed internet. Once the optical fibre Termination Box is established, you can choose to use any of the Home Networking options on page 00 to extend your high speed connection to other locations in the home.

I am interested to sign up, but I am a tenant. How do I proceed?

Please visit www.netlinktrust.com to check if your premise is covered. Thereafter, you will need to seek a written permission from your landlord / home owner before the optical fibre installation.

You can download the authorisation form here and fax it together with a copy of the first page of the tenancy agreement to +65 6311 5029 or mail to:

CityNet Infrastructure Management Pte. Ltd. (as Trustee-manager of NetLink Trust)
Bedok Central Post Office
PO Box 750
Singapore 914612

These documents should reach Netlink Trust no later than one week before the arranged installation date in order for Netlink Trust to proceed with the installation.

Can I arrange for my own contractor to install the Termination Point?

Home owners shall not install the Termination Point on their own private arrangement. Only NetLink Trust is authorised to proceed with the installation. Please contact us for more information.

I have my own fibre cable. I would like your contractor to use my fibre cable to install / connect to the Termination Point.

Home owners must use NetLink Trust’s fibre cable supplied by our Authorised Contractor on the day of the installation. NetLink Trust’s Authorised Contractor has the right not to proceed with the installation should home owners prefer to use their own fibre cable.

There is a pipe block in the conduit along the corridor to my unit provided by the developer. What should I do?

Home owners are advised to raise the conduit issue immediately to HDB for HDB flats and to developers for condominium / landed units. HDB and the developers shall be responsible for the rectification. Once the defect is rectified, home owners are to inform NetLink Trust so that our Authorised Contractor can make arrangement to return to the premise to complete the installation.

What happens if I have a pipe choke within or outside my premise? What is the timeline needed before I can sign up for Fibre broadband service?

Home owners residing in landed properties with a pipe choke inside their compound will be required to clear the choked pipe first. When fibre broadband services are taken up with your Internet Service Provider, service activation period will be dependent on the clearance of the pipe choke. Termination Point installation charge may apply. Please visit www.netlinktrust.com for specific coverage check details.

I am renovating my home now, or have the intention to do so in the near future. What do I need to look out for?

You are encouraged to install structured cabling (Min Cat 5 cables) during your renovation. The structured cabling should be connected to a utility closet or a location that meets the following requirements:

  • Has access to electrical point
  • Structured cabling RJ45 (min Cat 5 cabling) connects the utility closet  or selected location to other parts  of the residence such as the living  room, study room and bedroom
  • Sufficient space to install the Termination Box

If you do not intend to have structured cabling, then the fibre Termination Box shall be located in the living room next to the Cable TV / MATV point with Electrical Point. For more information on concealed fibre cabling, please refer to Cabling Inside Your Home.

DURING INSTALLATION OF TERMINATION POINT

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How long is the duration of the installation?

The installation work within the residential unit should take less than 4 hours on average and Netlink Trust may send up to 3 contractors to speed up the work and minimize inconvenience to you.

What are the installation time slots available?

Typical installation is conducted between 9am to 6pm, Mondays to Fridays excluding Public Holidays. To schedule for an installation, kindly contact your preferred Internet Service Providers.

Who needs to be around during the installation? Or can my domestic helper oversee the installation if I cannot be around for the installation?

As a home owner, you should be present for the installation. Alternatively, you may designate a person aged 18 years or above to accept the installation. NetLink Trust may call you to seek confirmation if the designated person is a domestic helper.

How will fibre be installed into my home if it is a new development?

Residential unit compliant to COPIF 2008 will have an empty conduit provided for Next Gen NBN. Netlink Trust will use this empty conduit to install the fibre cable into the unit.

Will NetLink Trust provide any help in the movement of furniture before and after installation?

You have to ensure that the location for the fibre Termination Box is accessible by NetLink Trust’s contractors. In the event you request NetLink Trust’s contractors to carry out any removal or replacement of furniture and fittings, neither NetLink Trust nor NetLink Trust’s contractors shall be responsible in any way for any damage caused to your property as a consequence of your request for assistance.

Where will the Termination Point be installed and can I choose the location to install the Termination Point?

If your premise is structured data cabling ready, NetLink Trust recommends that the Termination Point be installed in the utility closet or a location that meets the following requirements:

  • Has access to electrical point
  • Structured cabling RJ45 (min Cat 5 cabling) connects the utility closet or selected location to other parts of the residence such as the living room, study room and bedroom
  • Has access to Termination Point after installation

For premises without structured data cabling, NetLink Trust recommends that the Termination Point be installed in the living room next to the Cable TV / MATV point with Electrical Point so that it can support data, video and TV services.

If you choose to install the Termination Point at a location that does not meet the given recommendations, please note that NetLink Trust will charge a fee for any subsequent requests to relocate the Termination Point.

Will I need to sign a form after the Termination Point has been installed?

Yes, you will need to sign a Fibre Installation Service Report to confirm the location of the Termination Point and length of the optical fibre length used (Please be sure to check on the metre run to ensure that the actual optical fibre length is used, prior to acknowledgement of job complete) as well as to acknowledge that the job has been completed.

Is 15 metres sufficient to reach the desired location of the optical fibre Termination Box?

NetLink Trust contractors will be able to provide you with the required optical fibre run based on the confirmed location for the Termination Box. Should the total optical fibre run exceeds 15 metres, a fee of $33 per additional 5 meter block (excl GST) will be charged.

How do I pay for the extra fibre if my installation exceeds the free first 15 metres?

An invoice will be sent to you for the excess fibre used by post. NetLink Trust’s contractors are not allowed to collect cash payments from home owners.

UPON COMPLETION OF TERMINATION POINT INSTALLATION

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I already have the Termination Point installed, what should I do next?

You may contact your preferred Internet Service Provider to sign up for a fibre broadband service.

Who should I contact when there is a fault in the fibre Termination Box and/or optical fibre cable after installation has been completed?

If Service Has Been Activated
If you are subscribed to a fibre broadband service, kindly contact your Internet Service Provider for support.

If Service Has Not Been Activated
If you have accidentally damaged the Termination Box, please contact us or call our hotline at 6563 4273 (656-FIBRE). Only NetLink Trust contractors are allowed to replace the Termination Box and optical fibre cable. A replacement fee may apply.

What are my home networking options to extend my optical fibre broadband experience?

You can choose to connect up your home with the following home networking options:

  • WiFi – Using wireless to transmit data signals throughout the home.
  • Structured Cabling RJ45 (min Cat 5 Cabling) – Pre-planned network cables to connect to other networking devices within the home.

It is recommended that you consult your preferred home networking equipment /solution reseller to explore how to extend your Optical Fibre broadband experience throughout your home.

Home networking equipment is connected into the Optical Network Terminal (ONT), which will be provided when you subscribe to services offered by Internet Service Providers.

(Note: Home networking equipment cannot be plugged directly into NetLink Trust’s Optical Fibre Termination Point).
For more information on other home networking solutions, please visit www.NextGenNBN.gov.sg.

I have been getting unstable connection speed ever since I took up the fibre broadband service.

Home owners are to liaise with your Internet Service Provider with whom you have signed up your fibre broadband service, with regards to services-related matters.

I have been approached by NetLink Trust’s contractor for services sign ups. Do I sign up with them?

NetLink Trust does not represent any particular service provider or sell services to home owners. If a contractor solicits you, please take down the contractor’s name and call NetLink Trust’s hotline at 6563 4273 (656-FIBRE) to report the issue.

AFTER INSTALLATION OF TERMINATION POINT

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What if I need to remove NetLink Trust’s optical fibre and fibre Termination Box from my home?

You can contact us or call our hotline at 6563 4273 (656-FIBRE). Only authorised NetLink Trust contractors are allowed to remove the Termination Box and optical fibre cable. NetLink Trust will assist to patch the holes that were drilled to accommodate installation.

Please note that NetLink Trust is not responsible for any repainting work that needs to be done and you will be charged a removal fee.

What if I need to relocate my Termination Box after installation is completed by NetLink Trust? Can I use my own contractor to do so?

It is NetLink Trust’s responsibility to maintain the optical fibre network up to the fibre Termination Box within your home.
Any optical fibre leading to the optical fibre Termination Box (including the box itself) is the property of NetLink Trust. (This is applicable to premises built under COPIF 2008 and before.

Only authorised NetLink Trust installers are allowed to relocate the Termination Box. A replacement fee will apply for any incidental damage and unauthorised relocation of the Termination Box.

OTHERS

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What is a springboard issue? Why is my connection delayed by this issue?

Springboard is the provisioning of service for a specific address from a Main Distribution Frame (MDF) room within another building / property. Provisioning time is delayed due to challenges faced by NetLink Trust in accessing the MDF room. Typically the cause of delay is due to additional time required by building management to approve NetLink Trust’s request for MDF room access.

What is being done to resolve connection delay caused by springboard issue?

On-going efforts underway to discuss and negotiate with the building management for access to the relevant MDF room. Where necessary, NetLink Trust will seek assistance from the relevant authority in securing access to the MDF room. Once access is gained, provisioning of services will proceed.

Please visit http://rollout.netlinktrust.com/ for coverage check updates.

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