Frequently Asked Questions
Release of Occupied Residential Fibre
- NetLink Trust (NLT): The fibre network operator responsible for managing the nationwide passive fibre broadband network and fibre connections.
- Incoming RL/ISP: The Requesting Licensee (RL) or Internet Service Provider (ISP) with whom the new owner applies for broadband service.
- Outgoing RL/ISP: The previous Requesting Licensee or Internet Service Provider serving the previous occupant.
The new owner must contact the Incoming Requesting Licensee (RL)/Internet Service Provider (ISP) to request a new fibre broadband service and provide proof of ownership or tenancy.
The Proof of Ownership shall be one of the following types of documents:
- Utility bills or
- Service and conservancy bills or
- Title deed or
- Tenancy Agreements (signed)
Upon being contacted by the new owner, the Incoming RL/ISP will explain the situation to the new owner, request and verify proof of ownership and inform the new owner of the estimated resolution timeline.
The Incoming RL/ISP will have to redact the following sensitive information in the proof of ownership before sharing with NLT:
- Financial information such as bill amounts, property value and rental and other charges, and
- NRIC, Fin, or Passport Number
The Outgoing RL/ISP will contact the previous occupant to confirm if the existing fibre broadband service is still required. If the service is no longer needed, submit a termination request to NLT to release the fibre.
The Outgoing RL/ISP shall inform the previous occupant that the service will be suspended or terminated if no response is received within a specified timeframe.
The Unreleased Fibre Resolution Process typically takes about 14 business days to complete. This is because it involves coordination between NetLink Trust (NLT), the relevant Internet Service Providers (ISPs), and the previous owner or tenant, who may be uncontactable or no longer in Singapore. In some cases, the timeline can be extended if there are errors in the information provided or disputes that require further investigation before the matter can be resolved.
However, if you are able to contact the previous owner or tenant directly, you may request that they terminate their fibre broadband service so that the fibre port can be released more quickly.