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Frequently Asked Questions

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 initiated the appointment request through your Internet Service Provider (ISP), please contact them directly for any changes. Your ISP will coordinate with us to reschedule, cancel, or resume the appointment.

If you booked the appointment directly with NetLink Trust, please submit your request via the form in the “Contact Us” page, under the “Homeowners” category, select the “Reschedule Appointment” option. All reschedule requests must be submitted at least 3 working days in advance. Upon receiving your request, we will respond via email within 3 working days to confirm the new appointment date, subject to availability.

If your preferred date does not meet the 3-day requirement, please use “Ask Natalie” on this website to submit your reschedule request.

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 you require NetLink to install, relocate, repair, replace, or remove your Fibre Termination Point (FTP), please complete the form in the “Contact Us” page, under the “Homeowners” category. After submission, we will follow up with a SMS or email notification for you to make an upfront payment. Once payment is received, we will proceed to book an appointment based on your selected date, subject to availability. If your selected date is unavailable, we will contact you to arrange an alternative date. Once the appointment is confirmed, you will be notified via SMS or email. Alternatively, you may also approach your Internet Service Provider (ISP) for assistance.

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NetLink Trust designs, builds, owns and operates the fibre network infrastructure which is the foundation of Singapore’s Nationwide Broadband Network.

COPYRIGHT © 2023 NETLINK TRUST.

ALL RIGHTS RESERVED.

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