Frequently Asked Questions
General
Network Outages
Appointment Related
Residential Connections
Enterprise Connections
Non-Building Address Points (NBAP) Fibre Connections
Interconnection Offer
Building Developers
Building Management / MCST
Scheduled Maintenance
General
What is the Nationwide Broadband Network (NBN)?
NBN is the wired network in Singapore’s Intelligent Nation 2015 (iN2015) masterplan. It is envisioned to provide open access and eventually ultra-high speed broadband access of more than 1Gbps to all physical addresses in Singapore, including homes, schools, businesses and hospitals.
NBN is structured into three layers.
The Info-communications Media Development Authority of Singapore has appointed NetLink Trust to lay the passive network infrastructure of NBN.
What are the benefits of NBN?
Consumers and businesses can look forward to more competitive prices, ultra-high access speeds, pervasive nationwide coverage and more innovative services.
How fast is internet access via optic fibre?
Internet speeds can easily scale to 1Gbps and beyond with the use of optical fibre as optical network equipment technology advances. Internet speed depends on the packages offered by your Internet Service Provider.
What affects the download and upload speeds when using the fibre optics?
The optical fibre cable is capable of enormous bandwidth capacity as a medium. The download and upload speed that a user encounters would be dependent on factors such as the servers’ connection speed, where the servers are hosted, the number of users accessing the servers and overseas connection bandwidth, etc.
Does NetLink Trust provide a warranty for Termination Points installed? Are there any charges for the repair of faulty points?
All Termination Points (TP) installed by NetLink Trust undergo rigorous acceptance tests to ensure they meet operational specifications. If you experience any service disruption suspected to be caused by a faulty point, please contact your Internet Service Provider (ISP) for initial checks. They will coordinate with NetLink Trust for troubleshooting if necessary.
For faults within the NetLink Trust network, all repair and restoration are covered by us. However, if the issue is attributed to cable damage within your premises, repair charges will apply.
For faults within the NetLink Trust network, all repair and restoration are covered by us. However, if the issue is attributed to cable damage within your premises, repair charges will apply.
How can I care for and maintain my Termination Point and fibre optic cable?
For your safety, all Termination Points and fibre optic cables should not be exposed to water, including dripping or splashing, and no objects filled with liquids, such as vases, should be placed on them.
Avoid folding, knotting or bending the fibre at hard angles. At least 12 inches of cable should be kept straight coming out of the illuminator before any large bends.
Avoid placing heavy objects on the fibre optic cable as this can damage the fibre optics encased within.
Keep fibre optic cables away from places where it may be rolled over or damaged.
To prevent injury, you are advised to refrain from looking directly into the fibre or the fibre port.
Avoid wiping down the Termination Point with abrasive material or solvents to prevent damaging it.
Do not paint over the Termination Point.
Network Outages
Why are there fibre cable cut incidents?
A fibre cable cut occurs when a third-party contractor cuts or damages NetLink Trust’s underground fibre cables. There were 23 cable cuts, from 2019 to 2021, caused by third-party contractors involved in the construction of new MRT lines, power cabling, water and sewage piping works and other development projects.
What happens when there is a fibre cable cut?
When there is a fibre cable cut, some end-users’ internet services will be affected. The extent of the service outage depends on the severity of the fibre cable damage. Internet Service Providers which operate the active network will detect the outage and notify NetLink Trust’s 24-hour Network Operations Centre (NOC) of the service outage. NetLink Trust will work closely with the Internet Service Providers to identify and repair the affected connections. NetLink Trust will despatch a cable restoration team onsite to diagnose the extent of the damage and determine the best means to repair the affected fibre cables.
How long does it take to restore a fibre cable cut?
The time taken for service restoration varies, depending on the extent of the damage as well as the site and weather conditions. Ground conditions unique to each incident (e.g. safety of site as a result of loose soil, heavy rain, flooding, etc.) may also hamper the speed of restoration. NetLink Trust always endeavour to restore the affected fibre cables as expeditiously as possible. As NetLink Trust progressively restores the affected fibre cables, the respective Internet Service Providers would be advised to perform the necessary checks at their end to validate the status of their affected services. In turn, the Internet Service Providers would validate that service to affected end-users have been restored. Such validations require additional time. This could take up to a few hours more to confirm that all connections are up after the cables have been restored by NetLink Trust.
How can I get updates on the progress of the restoration?
NetLink Trust provides periodic updates on the cable restoration progress to Internet Service Providers till the services are fully restored. Internet Service Providers typically post regular updates on their Facebook page. NetLink Trust also post regular updates on its website http://www.netlinktrust.com.
Can fibre cable cut incidents be prevented?
There are existing procedures to prevent fibre cable cut incidents. All third-party contractors performing earthworks (such as excavation, piling or drilling) must comply with Section 29(1) of the Telecommunications Act (Chapter 323), which requires them to notify NetLink Trust prior to commencement of any earthworks. Contractors must purchase plant maps from NetLink Trust and engage a licensed telecommunication cable detection worker (TCDW) to identify and locate the position of underground telecom cables. Contractors who fail to observe precautions and damage fibre cables may be fined up to S$1 million by the authorities and/or jailed for five years.
Appointment Related
I have an appointment scheduled for my fibre installation. Will the contractor call me upon arrival?
Our contractors will contact you or your authorised person one working day in advance to confirm the appointment. Subsequently, they will also contact you or your authorised person 30 minutes before the actual appointment.
How do I check my scheduled installation timing?
If you have raised the appointment request through your Internet Service Provider (ISP), they will be able to provide you with the confirmed date and time of the installation. If the appointment is booked directly with NetLink Trust, please submit your request via the contactus form.
I need to reschedule, resume or cancel my appointment for the fibre installation, what should I do?
If you have raised the appointment request through your Internet Service Provider (ISP), please approach them for any changes. Your ISP will liaise with us to reschedule, cancel or resume the appointment. If the appointment is booked directly with NetLink Trust, please submit your request via our web form.
I have an installation appointment with NetLink Trust (NLT) today, but your contractors have yet to arrive. What should I do?
If you have raised the appointment request through your Internet Service Provider (ISP), please contact them and they will liaise with NetLink Trust for update. If the appointment is booked directly with NetLink Trust, please chat with us to find out more.
How do I check the status of my installation request?
If you have raised the installation request with your Internet Service Provider (ISP), please check with them on the status. However, if you have raised the installation request directly through NetLink Trust, you can submit your enquiry via our web form.
What is a springboard issue? Why is it delaying my connection?
The serving cabinet that houses NetLink Trust's fibre infrastructure is located at another building. We are currently seeking approval from the Building Management to access the serving cabinet to carry out the connection works. We will proceed with the provisioning of the order once access is granted.
Why is there a delay in my appointment?
There are several situations that might cause delays. Please approach your Internet Service Provider (ISP) and they will advise you on the cause and the status of your appointment. If your appointment is booked directly with NetLink Trust, please submit your request via the web form.
How do I submit my application to install, relocate within the same premises, repair or remove my Fibre Termination Point (FTP)?
If your require NetLink to install or relocate, repair/replace or remove your Fibre Termination Point (FTP), please submit your request via our contact us form. We will follow up with a SMS/email notification for you to make upfront payment. Upon the receipt of payment, we will proceed to book an appointment based on your selected date (subject to availability). Alternatively, you may also approach your Internet Service Provider (ISP).
Covid-19
What impact does COVID-19 have on NetLink Trust?
The COVID-19 pandemic had presented some temporary operational issues for NetLink Trust. The reduced availability of our contractors’ manpower had affected our capacity to fulfil service requests from April to July 2020. Today, the number of workers who have resumed work is close to our pre-COVID-19 level. Our service provisioning capacity is therefore back to normal.
Why is my fibre activation or installation rescheduled at the last minute?
Most of our contractors’ workers are staying in dormitories. These workers will have to comply with the Ministry of Health and the Ministry of Manpower requirements. If there is a positive COVID-19 case in the dormitory, the workers staying in the same dormitory may be placed under quarantine by the authorities as a precautionary measure. Unfortunately, this will lead to the unavailability of workers at the last minute, which in turn may necessitate a rescheduling of your appointment. We apologise for any inconvenience caused and seek your understanding on this matter.
How can I be certain that NetLink Trust's workers do not have COVID-19?
The well-being of the public, our employees and business partners remains our top priority. NetLink Trust and its contractors have adopted COVID-19 safety measures and complied with all relevant advisories issued by the Ministry of Health and the Ministry of Manpower. As an essential service provider, NetLink Trust regularly reminds its contractors’ workers to sanitise their hands before and after jobs, maintain safe distance and minimise interaction time as well as take extra care in cleaning up their work sites. To provide additional assurance to the public, NetLink Trust also requires its employees and its contractors’ workers to wear face shields where practical, in addition to face masks. Our contractors’ workers also have to go through regular routine swab tests before they are cleared by the authorities to commence work.
Building Management
How will my building be connected to the NBN (Building Reach)?
NetLink Trust’s authorised contractors will liaise with you on the installation of optic fibre cables and accessories into the Main Distribution Frame (MDF) room.
NetLink Trust will utilise existing building ducts, cable trays and trunkings from the MDF room. This will facilitate the provision of fibre broadband services to your tenants. The use of existing facilities ensures minimal disturbance to your tenants.
In cases where clusters of linked buildings share a postal code, the fibre will be deployed to the Main Distribution Frame (MDF) room, which serves that cluster.
For buildings without a MDF room, a node may be installed.
Upon receiving my tenant’s request for fibre broadband service, how do I facilitate NetLink Trust’s installation work for NBN?
NetLink Trust will arrange a site survey three working days prior to the installation. You or a representative with knowledge of your building structure and cable routing is required to be present at this site survey. Thereafter, an installation appointment will be arranged between yourself, your tenant and NetLink Trust.
Cabling for Common Areas In Your Premises
Once the optic fibre leaves the Main Distribution Frame room or fibre Distribution Point, the routing of the optic fibre will leverage on existing telecommunications facilities to minimise disruptions. If the use of existing telecommunications facilities is not available, PVC trunking/flexible conduits/GI pipe may be used instead.
If you wish to conceal the optic fibre in existing cornices, false ceilings or walls, you will need to arrange for your own external contractor for these works.
Cabling and Installation within Tenant’s Premises
Once the optic fibre reaches the tenant’s premises from the outside, the installation of the optic fibre will leverage on the existing telecommunications facilities to minimise disruptions. If the use of existing telecommunications facilities is not available, PVC trunking/flexible conduits may be used instead.
If your tenant wishes to conceal the optic fibre in existing cornices, false ceilings or walls, your tenant will need to arrange for his/her own external contractor for these works. NetLink Trust’s appointed contractor will only lay the optic fibre from outside your tenant’s premises to the Termination Point (TP) inside his/her premises.
The TP is to be installed in the tenant’s premises. The TP is a small box in which NetLink Trust will terminate the optic fibre in the premises. The TP should be installed near an AC power point.
If the tenant has a LAN network, he/she may also choose to install the TP near his/her structured cabling termination box. The tenant should not obstruct the TP in any way once installed.
Upon the completion of the installation, your tenant’s NBN services are ready to be activated by his/her Retail Service Provider.
What is required of building owners/managers?
Building owners/managers have to do the following:
- Allow NetLink to access the building/tenants’ units/Main Distribution Frame (MDF) room and/or telecoms risers for surveys/maintenance/installation
- Assign a representative with knowledge of the building structure and cable routing to NetLink’s site survey
- Approve NetLink’s installation proposal promptly
- Provide NetLink with conduit/cable tray when the existing ones are unavailable/unserviceable/unusable
Will there be a lot of construction work?
NetLink Trust will use the existing underground infrastructure as much as possible to minimise disruption and disturbance to the public. This will minimise the need to dig new trenches on public roads.
However with the installation of new optic fibre cables to buildings, minor drilling works may be inevitable as part of the construction. NetLink Trust endeavours to minimise any inconvenience to the public and seek your understanding and patience on the construction.
Will NetLink Trust cause a mess in my building?
NetLink Trust will make good those works that are disturbed, for example, if a hole has been bored during installation, we will patch it back.
Will there be any disturbance to my residents/office tenants?
Installation works in the Main Distribution Frame rooms and telecoms risers should not cause too much inconvenience to your office tenants.
NetLink Trust will work with you to minimise disturbance where possible.
Will the installation process affect the ability to continue business during this time? Can I apply for special installation hours (after work hours) so as not to disrupt my business?
NetLink Trust will work with you on the appropriate schedule to install the fibre cables in your premises.
If the works are minimal and do not disrupt your business operations, we will install during office hours.
If business operations would be inconvenienced, alternate arrangements, such as special installation hours can be made to minimise disruption.
What are the installation costs and other related charges when my tenant subscribes to NBN services?
The routing and installation of the optical fibre is fully borne by your tenant.
Where required, additional charges such as engaging a Professional Engineer (PE) to certify the works, or to open the access panel will need to be borne by the tenant/owner. This will be subjected to a separate agreement between you and your tenant.
What is the scope of work for NetLink Trust?
With the introduction of Nationwide Broadband Network (NBN), NetLink Trust has been adding optic fibre cables to commercial buildings and residential homes.
During the course of work, NetLink Trust will:
- Install optic fibre cables and accessories in the Main Distribution Frame (MDF) rooms.
- Utilise existing building ducts and cable trays or trunkings from the MDF room to the telecoms riser to install the optic fibre accessories. Minor drilling may be inevitable.
- Install optic fibre accessories to the telecoms riser.
NetLink Trust will make an extra effort to:
- Minimise disruption and disturbance to the public
- Use the existing underground infrastructure
- Minimise digging of new trenches on public roads
My commercial building is a high-rise building with 20 storeys. Is there a fibre Distribution Point on every floor?
This will depend on the types of buildings and the respective requirements.
I do not wish to subscribe to NBN services yet. Is it possible to install the Termination Point(s) first?
Please contact NetLink Trust for a discussion.
My commercial building is slated to obtain Temporary Occupation Permit in a future date. Is it possible to install the Termination Point(s) first?
Please contact NetLink Trust for a discussion.
What if I do not agree to have the Termination Point(s) installed at this time?
If the Termination Point(s) are not installed in your building, NetLink Trust will not be able to establish any fibre network in that building. This will mean that your tenants will not be able to enjoy the NBN services that will be provided through the fibre network.
Non-Building Address Points (NBAP) Fibre Connection
Can a site office without an address apply for fibre broadband services?
Yes, a site office without an address can apply for fibre broadband services.
There are provisions under the current Interconnection Offer for NetLink Trust to provide fibre connectivity services to buildings without addresses through Non-Building Address Points (NBAPs).
How do I subscribe to fibre broadband services for a site office?
You may approach your preferred Internet Service Provider (ISP) for a NBAP connection. The ISP will then work with NetLink Trust to provide this service.
What is the scope of the NBAP installation service?
The service covers the:
- Provisioning of fibre connectivity through the installation of the Termination Point (TP) at the site office
- Conducting site surveys as needed
- Laying of fibre and ducts
- Activating the fibre to provide connectivity
To reduce the cost and time for the provisioning of services, you could lay the lead-in pipe from the TP to the site. NetLink Trust and the Internet Service Provider will work together to provide the pipe from the nearest manhole, lay the fibre to the TP and activate the fibre connection.
Will all requests for NBAPs be approved, and how long does it take?
Once an order has been placed with the Internet Service Provider (ISP), NetLink Trust will conduct a site survey to ascertain the extent of installation work and cost involved. The ISP will advise you on the cost involved and you will need to indicate your acceptance within 20 business days.
Should you choose not to proceed at this point, a cancellation charge will be imposed.
What is the process and typical turnaround time for the completion of service provisioning?
Upon acceptance of the cost advised by the Internet Service Provider, the turnaround time for service activation is typically about 40 business days. This includes getting approval from the relevant authorities, trenching works, laying the pipe, as well as fibre and service activation.
What are the ballpark costs involved for deploying an NBAP connection?
The installation cost is heavily dependent on the digging and trenching works involved in bringing the fibre to the location of the TP, and the conditions of the site. Hence, the ballpark costs involved for NBAP deployment would differ in each case.
Residential Connections
Section A
The previous owner/tenant is still occupying the port in my house. Can NetLink Trust (NLT) assist in releasing the port so that I can proceed to subscribe fibre broadband with my Internet Service Provider (ISP)?
NetLink Trust (NLT) is not authorised to terminate the port without a termination request from the ISP. Likewise, the ISP must also receive a termination request from its subscriber, in order to put forth the termination request to NLT. Hence, you will need to contact your previous owner/tenant to put up the termination request.
I would like to terminate my existing broadband subscription and switch to a new Internet Service Provider (ISP), what do I need to do?
Please approach your new ISP to process the switch. Once NetLink Trust receives the request from your ISP, we will process the release and port takeover.
How do I extend the range of the wifi broadband signal in my premises?
WiFi signal and performance depend on a variety of factors, for instance, the number of connecting devices and the size/layout of your premises. We recommend the following best practices:
- Place your router(s) in an open space, for example, on a TV console and/or close to the area where you always use the WiFi, instead of an enclosed area like cabinet, store room or bomb shelter
- Regularly upgrade your router firmware
- Deploy “extenders” or additional router(s) for larger premises and/or premises with special layout
- Contact your Internet Service Provider for more information on the available options
My internet connection seemed to be unstable, can NetLink Trust (NLT) send your technicians to rectify the issue as I need to use the internet urgently?
Please approach your Internet Service Provider (ISP) for further checks. If necessary, your ISP will raise a Trouble Ticket and we will work with them to resolve the issue.
Am I able to install a second Fibre Termination Point (FTP) despite having available ports on my first one?
Please approach your Internet Service Provider (ISP). They will advise you the next course of action and the charges applicable. Once NetLink Trust (NLT) receives the request from your ISP, we will proceed with the installation works.
How do I check the status of my Trouble Ticket?
Please approach your Internet Service Provider (ISP) and they will advise you on the status of your ticket.
Section B
How do I know which IMDA's COPIF applies to my development?
You can refer to the Urban Redevelopment Authority’s (URA) granted Provisional Permission (PP) or Written Permission (WP) effective date, whichever date is earlier, to determine the COPIF of your development.
For example:
- If your URA's PP or WP effective date is before 01 May 2013, you will need to comply with COPIF 2008.
- If your URA's PP or WP effective date is on or after 01 May 2013, and before 15 December 2018, you will need to comply with COPIF 2013.
- If your URA's PP or WP effective date is on or after 15 December 2018, you will need to comply with COPIF 2018.
Can I have more than one Termination Point in my household?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
Only one Termination Point is required for each household. |
Only one Termination Point is required for each household. |
I am interested to sign up for an installation of Termination Point but I am a tenant. How do I proceed?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
You will need written permission from the homeowner before requesting for an optical fibre installation. Please get the homeowner to fill up the homeowner authorisation form before approaching your preferred Internet Service Provider. |
The Termination Point (TP) is to be installed by the building developer or building owner during the building’s construction. Please approach your homeowner if the TP cannot be located. You may approach your preferred Internet Service Provider to sign up for fibre broadband services thereafter. |
Can I arrange for my own contractor to install the Termination Point?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
Only NetLink Trust’s appointed contractors can conduct the installation. |
The Termination Point (TP) is to be installed by the building developer or building owner during the building’s construction. Hence, there is no need for you to arrange for NetLink Trust to install the TP.
|
I have my own fibre cable. Can your contractor use my fibre cable instead?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
You must use the fibre cable supplied by our appointed contractor on the day of the installation. If homeowners insist on using their own fibre cable, our contractor shall stop the installation. |
The Termination Point (TP) is to be installed by the building developer or building owner during the building’s construction. Hence, there is no need for you to arrange for NetLink Trust to install the TP. Please ensure that your fibre cable complies with standards listed in the COPIF 2013 / COPIF 2018 |
The conduit leading into my premises has problems. What should I do?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
You are advised to raise the conduit issue immediately to the Town Council or building management/managing agents for condominium. Town Council and building management/managing agents shall be responsible for the rectification works. Once the defects have been rectified, you can inform us to arrange for our appointed contractors to complete the installation. |
You are advised to raise the conduit issue immediately to the Town Council or building management/managing agents for condominium. Town Council and building management/managing agents shall be responsible for the rectification works. Once the defects have been rectified, you can engage your preferred licensed telecommunication wiring contractor to complete the installation. |
What happens if I have a pipe blockage within my premises? What should I do?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
You are required to clear the choked pipe before requesting for fibre broadband service. There may be a delay to your service activation period if the pipe choke is not cleared by the time you take up a fibre broadband service with your Internet Service Provider. Alternatively, if you are unable to or do not wish to clear the internal underground pipe block, we can run an above-ground surface PVC conduit along your fence/side wall to bring the fibre cable into your home. |
You are required to clear the choked pipe before requesting for fibre broadband service. There may be a delay to your service activation period if the pipe choke is not cleared by the time you take up a fibre broadband service with your Internet Service Provider. Once the choked pipe has been cleared, you can engage your preferred licensed telecommunication wiring contractor to complete the installation. |
I intend to renovate my home in the near future. What do I need to know?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
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:
If you do not intend to have structured cabling, the TP will be installed in the living room next to the Cable TV / MATV point with an Electrical Point. |
You are encouraged to retain the existing Termination Point (TP) and structured cabling provided by your developer, wherever possible. Should relocation of the TP be required, please engage NetLink Trust or your preferred licensed telecommunication wiring contractor directly. You are encouraged to retain the existing TP and structured cabling provided by your developer, wherever possible. |
I am a homeowner of a single landed development and have done some Addition & Alteration (A&A) works. What should I do to get my property ready for fibre?
Either you or your building developer have/has to submit the building and telecommunication facility plans to the Telecommunication Facility Co-ordination Committee (TFCC) during the development planning stage. For more details, you may refer to IMDA's COPIF 2018. Once you have made this submission, NetLink Trust, as a committee member of the TFCC, will make the necessary arrangements to work with you or your building developer on the fibre connectivity to your home.
It is important that you handover the relevant space and facilities (e.g. Public Telecommunication Licensee's compartment, fibre termination point at the gate pillar, and lead-in pipes) at least 3 months before your Temporary Occupation Permit (TOP) date. Failure to do so may delay the fibre connection to your home.
Where can I submit my building and telecommunication facility plans?
You can submit your building and telecommunication facility plans via the Building Construction Authority's CORENET e-Submission system - https://www.corenet2-ess.gov.sg.
What are the available methods for Termination Point installation?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
Once the optical fibre is installed into your home, you are free to choose any of the following methods to install the Termination Point (TP).
For Condominiums / HDBs / High Rise Residential Homes:
For Landed Homes:
Access Panel / False Ceiling Opening:
d. Existing trunking
|
The Termination Point will be installed by the building developer or building owner during the building construction phase. |
What is a Termination Point and where should I install the Termination Point?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
A Termination Point (TP) is a small box (H125mm x W80mm x D20mm) whereby NetLink Trust will terminate the optical fibre in your home. Only one TP is required per home. Kindly leave a gap of at least 75mm between the Termination Box and utility outlets and/or structures. Every Termination Box will come with an anti-tampering seal, and will be considered tampered if the seal is broken. A replacement and/or repair fee will apply. If your premises is structured data cabling ready, we recommend that the TP be installed in the utility closet or a location that meets the following requirements:
For premises without structured data cabling, NetLink Trust recommends installing the TP in the living room, next to the Cable TV / Master Antennas TV (MATV) with electrical point so that it can support data, video and TV services. If you choose to install the TP 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 TP and will only carry out surface trunking works. |
A Termination Point (TP) is a small wall mounted box whereby the optical fibre is terminated in your home. The Termination Point (TP) is installed by the building developer or building owner during the building construction phase. The TP will typically be located at a utility closet or a location that meets the following requirements:
|
What is the duration of a typical installation?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
HDB Flats For installations at HDB blocks, a typical installation session should take about two (2) hours. Approximately two (2) NetLink Trust’s appointed contractors will be involved in the installation. Condominiums For installations at condominiums and private apartments, a typical installation session should take about two (2) hours. Approximately two (2) NetLink Trust’s appointed contractors will be involved in the installation. Landed Properties For installations at landed properties, NetLink Trust’s appointed contractor will first test the underground pipe to ensure that it is not choked. If the pipe blockage occurs within your compound Should you opt to install the optical fibre cable via surface conduit from the gate post or point of entry into your home, a typical installation session should take about four (4) hours. Approximately six (6) NetLink Trust’s appointed contractors will be involved in the installation. If the pipe blockage occurs outside your premises NetLink Trust’s appointed contractor will submit the necessary permits needed to clear the blockage to the relevant authorities. Please note that this process may take up to 3 months. Once the permits have been approved, our appointed contractor will contact you within 1 month to carry out the installation. If the pipe blockage occurs both within and outside your premises The blockage located within your compound will need to be cleared first. Once the blockage located within your compound is cleared, please inform NetLink Trust’s appointed contractor so that we can apply for the necessary permits needed to clear the blockage located outside your premises. |
The Termination Point will be installed by the building developer or building owner during the building’s construction. |
What is a pipe blockage and why does it happen?
Pipe blockage occurs when an underground duct leading into a property is choked and we are unable pull a fibre cable into the property. This can be due to various factors – wear and tear of the ducts, soil movement over time which dislocated the ducts, or ducts damaged during the addition & alteration works by property owners/developers.
Why does it take up to three months to clear a pipe blockage outside my landed premises?
Before any earthworks can be carried out, we need to apply for the necessary permits from the relevant authorities. We may also need to purchase the underground electrical cable plan from the utility company. Approvals for these permits, the purchase of the cable plan, and the subsequent task of performing cable detection can take up to two months. Once the permits have been approved and cable detection completed, our contractor will carry out excavation works to carry out the pipe repairs. Upon completion of the pipe repairs, we will get in touch with you to resume the fibre installation to your home.
What are the installation time slots available?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
A typical installation is conducted between 9am to 6pm, Mondays to Fridays, excluding Public Holidays. Please contact your Internet Service Provider to schedule for an installation appointment. |
Not Applicable |
I have an appointment scheduled, but I am not able to oversee the installation physically, what should I do?
As a homeowner, you should be present for the installation. Alternatively, you may authorise a person aged 18 years old and above to supervise the installation. You may download the owner authorisation form. Please email the completed form to ask@netlinknbn.com.
How will fibre be installed in my home if it is a new development?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
Residential units will already provide an empty conduit. NetLink Trust will use this empty conduit to install the fibre cable into the unit. |
The Termination Point will be installed by the building developer or building owner during construction. |
What should I do prior to the installation appointment?
Please ensure that the designated location for installation is accessible by our contractors as they are not obligated to move or shift any furniture/personal effects on your behalf. Please make sure these items are well protected before our contractors arrive. If you request for our contractors' assistance in moving or shifting any furniture/other personal effects, neither NetLink Trust nor our contractors shall be liable for any damage to your property. The following must be observed prior to rendering assistance:
- Allow NetLink Trust or our contractors to take photographs of the furniture and its surrounding before and after the move or shift
- You will need to acknowledge the agreement in the Fibre Installation Service Form (SRF)
Can I choose the location of the Termination Point?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
If your premises have structured data cabling installed, NetLink Trust recommends installing the Termination Point (TP) in the utility closet or a location that meets the following requirements:
For premises without structured data cabling, NetLink Trust recommends installing the TP in the living room, next to the Cable TV / MATV with an electrical point so that it can support data, video and TV services. If you choose to install the TP at a location that does not meet the given recommendations, NetLink Trust will charge a fee for subsequent requests to relocate the TP. |
The Termination Point (TP) will be installed by the building developer or building owner during construction. The location of the TP is stipulated in the COPIF 2013 / COPIF 2018. |
Why is NetLink Trust providing only 15 metres of optical fibre?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
Based on our experience, 15 metres is adequate for the installation of fibre to the living room for most homes. A fee of SGD1.09 per additional 5-metre block (inclusive of GST) will be charged if the total optical fibre cable needed exceeds 15 metres. |
Not Applicable |
What is the process of installation?
Please refer to our Installation Service guide.
I already have the Termination Point installed. What should I do next?
You may contact your preferred Internet Service Provider to sign up for fibre broadband service.
What are my home networking options to extend my optical fibre broadband experience?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
You can choose to connect your home with the following networking options:
Home networking equipment such as the router is connected to the Optical Network Terminal (ONT), which will be provided by your Internet Service Provider when you subscribe to its services. Home networking equipment cannot be plugged directly into NetLink Trust’s Termination Point. Only the ONT can be connected to the Termination Point. You may also check with your preferred Internet Service Provider regarding your connections and networking options. |
You can choose to connect your home with the following networking options:
Home networking equipment such as the router is connected to the Optical Network Terminal (ONT), which will be provided by your Internet Service Provider when you subscribe to its services. Home networking equipment cannot be plugged directly into NetLink Trust’s Termination Point. Only the ONT can be connected to the Termination Point. You may also check with your preferred Internet Service Provider regarding your connections and networking options. |
I have been getting unstable connection speeds ever since I took up the fibre broadband service.
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
Please liaise with your Internet Service Provider on service-related matters. |
Please liaise with your Internet Service Provider on service-related matters. |
Who should I contact if the Termination Point and/or optical fibre cable is damaged?
| COPIF 2008 | COPIF 2013 / COPIF 2018 |
|
If Service Has Been Activated |
If Service Has Been Activated |
How do I remove NetLink Trust’s optical fibre and Termination Point from my home?
|
COPIF 2008 |
COPIF 2013 |
|
Only authorised NetLink Trust’s contractors are allowed to remove the optical fibre cable and the Termination Point (TP). A removal fee will be charged and NetLink Trust will not be held responsible for any repainting work that needs to be done. You can contact NetLink Trust here or call our enquiry line, at 6563 4273/ 656-FIBRE, to schedule for an appointment to remove the TP. |
The optical fibre cable and the Termination Point (TP) belongs to you, the homeowner. You are encouraged to retain the existing TP and structured cabling provided by the developer, wherever possible. However, you may remove them on your own. |
I am relocating to new premises, how do I transfer my fibre subscription to the new location?
Please approach your Internet Service Provider (ISP). They will advise you the next course of action and the charges applicable. Once NetLink Trust receives the request from your ISP, we will proceed with the relocation order.
Do I have to pay for installation of the Termination Point? How would the charges be billed to me?
|
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
|
Installation of the Termination Point (TP) is chargeable at SGD 182.03 (inclusive of GST) for high-rise premises and SGD 333.54 (inclusive of GST) for landed properties. If you have sent your installation request through your Internet Service Provider (ISP), please check with them on the payment. If you have sent your request directly to NetLink Trust, payment must be made online. Upon the receipt of payment, we will proceed to book an appointment based on your selected date (subject to availability). In the event of unavailability, we will contact you to select an alternative date. Once the appointment is confirmed, we will notify you via SMS/email. |
The Termination Point (TP) will be installed by the building developer or building owner during construction. For any subsequent repair, replacement or relocation of the TP, you may engage your preferred licensed telecommunications wiring contractor directly. |
How much do I have to pay for additional optical fibre?
|
COPIF 2008 |
COPIF 2013 |
|
If fibre run beyond the first 15 metres (measured from point of entry into the Residential Premises to the Termination Point) for Buildings fitted with end-to-end NetLink Trust's fibre infrastructure, an additional fee of SGD 1.09 (inclusive of GST) per 5-metre block will be charged. |
If fibre run beyond the first 25 metres (measured from Fibre Interface Point of the Residential Premises to the Termination Point) for Buildings fitted with building owner/building developer's network, an additional fee of SGD 1.09 (inclusive of GST) per 5-metre block will be charged. |
What is a springboard issue? Why is my connection delayed by this issue?
|
COPIF 2008 |
COPIF 2013 |
|
The springboard issue occurs when NetLink Trust is refused entry into a Main Distribution Frame (MDF) room that is located in another building or property. Provisioning time is delayed due to the challenges that NetLink Trust faced in obtaining the building management’s approval to access the MDF room. NetLink Trust is continuously undertaking efforts to expedite negotiations with individual building management for access to the relevant MDF rooms. NetLink Trust will seek assistance from the authorities where necessary. Once access is granted, provisioning of services to the end-user will proceed. |
The springboard issue occurs when NetLink Trust is refused entry into a Main Distribution Frame (MDF) room that is located in another building or property. Provisioning time is delayed due to the challenges that NetLink Trust faced in obtaining the building management’s approval to access the MDF room. NetLink Trust is working with IMDA and relevant building managements to resolve access issues. Once access is granted, provisioning of fibre can proceed. As these cases are assessed on a case-by-case basis, delays up to 5 months can be expected. |
Interconnection Offer
Why does the standard tariff table only cover a 25-year tenure?
The Info-communications Media Development Authority of Singapore (IMDA) has approved and published the prices for a 25-year tenure.
Who can procure access to ducts, manholes and central offices?
Only Facilities-Based Operators (FBOs) can procure access to ducts, manholes and central offices.
How do I get a Facilities-Based Operator (FBO) licence?
You may apply for a FBO licence from the Info-communications Media Development Authority of Singapore (IMDA).
What is the difference between ducts and lead-in ducts?
Ducts connect different points that can be accessed by manholes. Lead-in ducts refer to the ducts just outside a building.
In order to connect to any building, both lead-in ducts and lead-in manholes are required.
What if there are no available ducts or manholes?
A designated Public Telecommunication Licensee (PTL) will be able to request for NetLink Trust to construct the required ducts and manholes. Tariffs will be discussed separately.
Enterprise Connections
How do I sign up for optic fibre?
You can approach any Internet Service Providers (ISP) for the delivery of optic fibre and services to your premises. The ISP of your choice will then submit the request to NetLink Trust for order provision.
How do I know if the building I work at is fibre-ready?
You may do a coverage check here. Alternatively, you can email us at ask@netlinknbn.com or call our enquiry line, at 6563 4273 / 656-FIBRE.
I am a commercial tenant. When will you be installing the Termination Point in my unit?
NetLink Trust will install the fibre Distribution Point up to the Main Distribution Frame room or telecom riser on the ground floor of your commercial building.
We will only proceed to install a Termination Point in your unit when we have received an order from your preferred Internet Service Provider.
Do I need to get approval from the landlord to install the Termination Point in my rented office?
You will be required to obtain permission from your landlord because minor drilling and installation works may take place. NetLink Trust will work with the residents and building management to minimise any disruption.
Do I need to purchase any equipment for the installation?
No.
However, if the horizontal cable tray from the riser to the office unit is not available, you will have to make way for it to be installed. NetLink Trust may install the cable tray at an additional cost. The charges will be levied on a case-by-case basis depending on the distance of the tray to be installed, and as well as the tenant’s requirements.
Do I require a fixed telephone line or cable line to enjoy fibre services?
No, you do not require a fixed telephone line or cable line to enjoy fibre services.
What will the set up and installation entail?
Up to 4 NetLink Trust’s appointed contractors will be involved in the installation, (no more than 4 hours per installation). During installation, our appointed contractors will determine the location of the Termination Point (TP) in consultation with the tenant. Our appointed contractors will attempt to leverage existing points of ingress to install the fibre optic cable wherever possible. If existing surface trunking or cable tray is available, we will attempt to use it. If the existing trunking cannot be used, we will explore other alternatives such as a new trunking.
How does the fibre connection within my premises look like?
The fibre is terminated at a Termination Point - a small box that is placed inside your premises.
Will our current servers/phone lines/phone dashboards be affected after installing the Termination Point?
The optical fibre setup will not interfere or disturb any existing cables in your premises.
Will the fibre optic connection work on my Macintosh and my PC? Are all modems in the market today compatible with optical fibre?
Once the Termination Point is established in your premises, your Internet Service Provider will work with you to provide the necessary Optical Network Terminals or Residential Gateways.
In general, the optical fibre cable setup can be utilised with Macintosh, PCs and most network capable equipment.
My commercial building is a high-rise building with 20 storeys. Is there a fibre Distribution Point on every floor?
The Fibre Distribution Point is only erected when the first end-user on the floor takes up the fibre service.
Why does NetLink Trust only install the fibre Termination Point in residential units? This is unfair to commercial tenants, as we do not get to enjoy the installation fee waiver for the first 15 metres of optic fibre.
NetLink Trust adheres to the regulations set by the Info-communications Media Development Authority (IMDA), which provides funding for Termination Point installation up to 15 metres in residential units.
I do not wish to subscribe to fibre services yet. Is it possible to just install the Termination Point first?
NetLink Trust offers this service on a case-by-case basis. Please submit your enquiry via the form in the “Contact Us” page, under the “Commercial Tenants / Building Management / MCST.
My commercial building is expected to receive its Temporary Occupation Permit at a future date. Can you install the fibre Distribution Point first?
NetLink Trust offers this service on a case-by-case basis. Please submit your enquiry via the form in the “Contact Us” page, under the “Commercial Tenants / Building Management / MCST” category.
My building classification is under “GOV”. I have been residing there for the past five years. Why do I have to pay a non-residential rate to the Internet Service Provider to get the Termination Point installed? Moreover, I could not register for non-residential rates as I don’t have a Business Registration Number.
The classification were set up based on official data given during the rollout period and it determines the network topology to and in the building.
Internet Service Providers have the discretion to offer residential fibre broadband packages in non-residential buildings if the tenant can prove that it is used as a place of residence.
I would like to apply for a residential broadband. However, I was informed I am unable to do so as the unit that I am residing is classified as non-residential. What is the procedure for me to enjoy residential broadband services?
If you are using the premises for residential purpose and would like to take up a residential fibre plan, you may approach your Internet Service Provider (ISP) to submit a reclassification order. Please provide them with at least two of the following documentary evidence:
- Telecommunication or internet bill (fixed line subscription only)
- Service and conservancy bill from the Town Council
- Utilities bill from Singapore Power
- TV subscription bill
- Tenancy agreement for residence
What is a springboard issue? Why is my connection delayed by this issue?
The springboard issue occurs when NetLink Trust is refused entry into a Main Distribution Frame (MDF) room that is located in another building or property.
Provisioning time is delayed due to the challenges that NetLink Trust faced in obtaining the building management’s approval to access the MDF room. NetLink Trust is working with IMDA and the relevant building managements to resolve the access issues. Once access is granted, provisioning of fibre can proceed.
What can be done to resolve springboarding issues?
NetLink Trust is continuously undertaking efforts to expedite negotiations with individual building management for access to the relevant Main Distribution Frame rooms. Where necessary, NetLink Trust will seek assistance from the authorities. Once access is granted, provisioning of services to the end-user will proceed.
Building Developers
Where can I submit a request for Fibre Readiness Certification?
You can submit a request for Fibre Readiness Certification here.
When am I required to submit the request for Fibre Readiness Certification?
The requirement for Fibre Readiness Certification applies to all new residential developments, with the exception of single landed dwelling-house unit.
For landed properties, the application for a fibre Readiness Certification must be done at least three months before obtaining the Temporary Occupation Permit (TOP) of the development.
In the case of high-rise residential projects, the application for a Fibre Readiness Certification must be done at least five months before obtaining TOP on a per-block basis. This means that if each block of HDB, condominium or high-rise apartment within the same development has different TOP dates, the building developer has to apply for the Fibre Readiness Certification individually.
What are the required information when submitting a request for Fibre Readiness Certification?
The following information must be provided during submission:
- Project reference from Building and Construction Authority (BCA) (E.g. A2003-12345-2013)
- Telecommunication Facility Co-ordination Committee (TFCC) E-Submission number (E.g. TFCC-2013-1234)
- Expected TOP date for the individual blocks in the development
- Development name and address
- Total number of blocks and total number of units per block
- Primary and secondary contact person
What are the required documents when submitting a request for Fibre Readiness Certification?
The following documents are required during submission:
- Certificate of Numbering – House number and unit number of residential premises, landed or high rise as assigned by the Inland Revenue Authority of Singapore
- Fibre Schematic Layout – Schematic diagram of the fibre cables installed at residential premises, namely:
- from the meter compartment to the unit’s Distribution Board (DB) closet; or
- from the telecom riser to the unit’s DB closet or utility room.
- Optical Time Domain Reflectometer (OTDR) Report – Measurement of optical return loss for all residential premises of the development. The OTDR report shall be carried out by the developer, building owner, licensed electrical contractor or homeowner, and shall consist of optical fibre loss measurements for all residential premises in that development.
- Power Meter Report – Measurement of fibre optic loss for all residential premises of the development. The Power Meter Report shall be carried out by the developer, building owner, licensed electrical contractor or homeowner, and shall consist of optical fibre loss measurements for all residential premises in that development.
- Light Source Continuity Test Report – A test that uses powerful visible red laser to ensure that the optical fibre is not physically broken and the fibre is connected from one end to another end.
What if I do not have the complete set of documentation? Can I still proceed with the Fibre Readiness Certification request submission?
All submissions must be accompanied by a complete set of documentation. Registration will not be processed if documents are missing or incomplete.
What should I do if my documents exceeded the file size limit and I am not able to upload the files during registration?
If your documents exceed the upload file size limit, please mail your files in a CD-rom or USB flash drive within seven business days from date of registration to:
Fibre Readiness Certification Project Team
NetLink Management Pte. Ltd. (as Trustee-Manager of NetLink Trust)
750E Chai Chee Road
#07-03 ESR BizPark @ Chai Chee
Singapore 469005
For walk-in submissions, kindly take note of the following operating hours: Monday to Friday (excluding Public Holidays)
Between 9 am and 12 pm, as well as between 2 pm and 5.30 pm
I am unsure of the documents required by NetLink Trust for the Fibre Readiness Certification. Who can I contact in NetLink Trust to seek clarification?
You can contact us via this enquiry form and we will get back to you within the next three to five business days.
When can I hear from NetLink Trust after submitting the documents for the Fibre Readiness Certification?
We will respond to you in 3 working days once we have received all the necessary documents.
After submitting the request, how will I know that the appointment date for Fibre Readiness Certification testing has been confirmed?
Upon verification of the required documents, NetLink Trust will send you the invoice and payment details via the indicated registered email address. Payment should be made within 15 business days from the date of the invoice, otherwise the application will be invalid.
Once payment is made, NetLink Trust will make the necessary appointment with our contractor and notify you of the test date. Upon the acceptance and confirmation of the appointment, you are strongly encouraged not to make any changes to the date.
Any request for changes or amendment is subject to NetLink Trust’s approval and date availability.
Who needs to be around during Fibre Readiness Certification Testing?
A relevant representative should be available on the day of Fibre Readiness Certification Testing, as NetLink Trust’s appointed contractors will need to access the Termination Point(s) in each development and/or unit for sample testing.
What are the services that NetLink Trust will provide in relation to Fibre Readiness Certification?
NetLink Trust will provide fibre testing services to verify if there is any high loss reading in the in-building fibre. The scope of testing does not include certifying whether the material used by the building developer is in compliance with the prescribed specifications.
NetLink Trust disclaims all liability as to the adequacy, workmanship and functionality of tested and certified Termination Points (TPs), which inadequacy and/or failure can be due to a variety of reasons including but not limited to vandalism, rodent bite or poor workmanship during installation. For the avoidance of doubt, the building developer shall be responsible for any failure of the installed fibre and TPs at all times, including during and after fibre testing by NetLink Trust and/or its appointed contractor.
If the development fails the test for the Fibre Readiness Certification, what should I do?
Re-testing of the optic fibre is required, should the development fails the test for the Fibre Readiness Certification. You will need to conduct the necessary rectifications and re-submit a Fibre Readiness Certification request to NetLink Trust with all the necessary information and documents within 10 business days upon receiving the test result notification.
Do note that re-testing of the Termination Points may be conducted randomly; different from those that were previously tested. You are liable to pay NetLink Trust all applicable charges regardless of the test results.
How long will it take for me to acquire the Fibre Readiness Certificate?
The timeframe for completion depends on the number of units in each development. A sample size from each development will be tested and this may take four weeks or longer.
The sample size for the different premises is based on:
- For landed properties, 100% assuming one unit per landed property
- For all other development, 30% of the total units in a single building/block
After passing the test, how and where can I collect the Fibre Readiness Certificate?
After successful completion of the testing, a digital copy of the Fibre Readiness Certificate will be sent to you at the indicated registered email address.
What are the charges for a Fibre Readiness Certification request?
Please refer to the below table for the relevant charges:
|
Service |
Type of Building |
Fibre Certification Charge (inclusive of GST) |
|
Fibre Certification for Landed Property (Sample testing of up to 5 Termination Points per Landed Property) |
Landed |
SGD 368.83 |
|
Fibre Certification for High-rise Building (Sample testing of up to 10 Termination Points per building) |
High-rise |
SGD 565.22 |
|
Fibre Certification for High-rise Building (Sample testing of up to 20 Termination Points per building) |
High-rise |
SGD 938.59 |
|
Optional add-ons |
||
|
Testing of each additional Termination Point (Beyond the 20th Termination Point, where required) |
Landed / High-rise |
SGD 43.16 |
If I require a re-testing regardless of test result failure or any unforeseen circumstance, can the charges be waived?
If a re-testing is required, you will be liable for all applicable charges regardless of the test results.
What are the payment modes available?
You may make an online payment to NetLink Trust.
NetLink Trust will provide you with the payment details when a submission request for Fibre Readiness Certification has been received.
What should I do if I have forgotten the login details?
Kindly contact NetLink Trust via this enquiry form and we will attend to you within the next three to five business days.
What should I do if I face any issues with the online submission?
Kindly contact NetLink Trust via this enquiry form and we will attend to you within the next three to five business days.
Scheduled Maintenance
What sort of scheduled maintenance does NetLink Trust need to carry out?
NetLink Trust carries out scheduled maintenance works for our network. This occurs in instances such as, cable diversion, fibre optic cabinets clean up, urgent cable restoration, cabinet/building demolition and replacement of damaged splitter card, etc.
When does scheduled maintenance happen?
Scheduled maintenance is carried out on an as-needed basis. The timing of our scheduled maintenance has to comply with the regulations from various government agencies (i.e. National Environment Agency, Town Councils, Land Transport Authority) and Building Management; most of them prohibit works during weekends and public holidays. As far as possible, our works will be carried out from 1 AM to 6 AM. However, we will schedule daytime works in cases where access is only permissible during the day:
- Access to certain telecom rooms (as allowed by the respective Building Management)
- Works that are near residential premises
How will end users be informed of scheduled maintenance?
For scheduled maintenance, we will notify the affected telecommunications operators, who will in turn, inform their affected customers.
What could affect the progress of a scheduled maintenance?
Our scheduled maintenance is outdoor in nature and it may be affected by prevailing weather conditions, for instance, rain and strong wind will delay our progress. Nevertheless, NetLink will try to complete the works as soon as we can, so as to minimise disruptions. We seek the affected telecommunication operators’ and end users’ kind understanding on this.
Why can’t NetLink carry out scheduled maintenance between 12 AM to 6 AM or during weekends all the time?
The timing of our scheduled maintenance has to comply with the regulations from various government agencies (i.e. National Environment Agency, Town Councils, Land Transport Authority) and Building Management; most of them prohibit works during weekends and public holidays. Depending on the types of work involved, scheduled maintenance can only take place at specific timings of the day:
Daytime
- Diversion works that involve distribution cables between the Main Distribution Frame (MDF) room and NetLink’s boxes along the corridors
- Splicing or patching at the joint closure in the manholes near landed premises
- Works that involve access to certain serving cabinets (as allowed by the respective Building Management)
Wee Hours
- Diversion works that involve main cables
Will end users’ connections be down during scheduled maintenance?
Normally, the end users’ fibre service will not be disrupted for more than 4 hours. However, in cases where there are complex site conditions, the disruption may extend beyond 4 hours. We are also unable to specify which end user’s connection will be disrupted at what time.
Will NetLink be able to provide any backup solutions for end users during the down time?
We will try our best to minimise the disruption to end users but unfortunately, it is not possible for NetLink Trust, a fibre-only operator, to provide an alternative solution during a scheduled maintenance. End users may wish to check with their service providers for a temporary viable solution.
