Frequently Asked Questions
Residential Connections
Section A
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
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.
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.
Section B
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.
COPIF 2008 |
COPIF 2013 |
Only one Termination Point is required for each household. |
Only one Termination Point is required for each household. |
COPIF 2008 |
COPIF 2013 |
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. |
COPIF 2008 |
COPIF 2013 / COPIF 2018 |
If you need 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 submitting the form, you will receive a SMS or email notification to make an upfront payment (click the button below). Once payment is received, we will proceed to book an appointment based on your selected date (subject to availability). If your chosen date is unavailable, we will contact you to select an alternative date. Once the appointment is confirmed, you will be notified via SMS or email. Please click here for the Fibre Services Agreement. |
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.
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COPIF 2008 |
COPIF 2013 |
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 halt 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 2008 |
COPIF 2013 |
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. |
COPIF 2008 |
COPIF 2013 |
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. |
COPIF 2008 |
COPIF 2013 |
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. |
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.
COPIF 2008 |
COPIF 2013 |
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
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The Termination Point will be installed by the building developer or building owner during the building construction phase. |
COPIF 2008 |
COPIF 2013 |
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:
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COPIF 2008 |
COPIF 2013 |
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. |
COPIF 2008 |
COPIF 2013 |
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 |
COPIF 2008 |
COPIF 2013 |
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. |
- 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)
COPIF 2008 |
COPIF 2013 |
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 2008 |
COPIF 2013 |
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 |
COPIF 2008 |
COPIF 2013 |
You may contact your preferred Internet Service Provider to sign up for fibre broadband service. |
You may contact your preferred Internet Service Provider to sign up for fibre broadband service. |
COPIF 2008 |
COPIF 2013 |
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. |
COPIF 2008 |
COPIF 2013 |
Please liaise with your Internet Service Provider on service-related matters. |
Please liaise with your Internet Service Provider on service-related matters. |
If Service Has Been Activated |
If Service Has Not Been Activated |
If you have subscribed to a fibre broadband service, kindly contact your Internet Service Provider for support. |
If you need NetLink to repair or replace, your Fibre Termination Point (FTP), please complete the form in the “Contact Us” page, under the “Homeowners” category. After submitting the form, you will receive a SMS or email notification to make an upfront payment (click the button below). Once payment is received, we will proceed to book an appointment based on your selected date (subject to availability). If your chosen date is unavailable, we will contact you to select an alternative date. Once the appointment is confirmed, you will be notified via SMS or email. Please click here for the Fibre Services Agreement. |
Alternatively, you may approach any of the NBN contractors to carry out the fault rectification work. For the avoidance of doubt, NetLink Trust will not carry out any repair and replacement work if you do not agree to pay for the relevant charges.
Description of Charges |
Price (inclusive of GST) |
TP Replacement/Relocation/Repair/Removal in High-Rise Residential Premises |
184.21 |
TP Replacement/Relocation/Repair/Removal in Landed Residential Premises |
336.81 |
TP RRR CO to TP inside Non-Residential Premises |
625.66 |
Description of Charges |
Price (inclusive of GST) |
TP Replacement/Relocation/Repair/Removal in High-Rise Residential Premises |
184.21 |
TP Replacement/Relocation/Repair/Removal in Landed Residential Premises |
336.81 |
TP RRR CO to TP inside Non-Residential Premises |
625.66 |
COPIF 2008 |
COPIF 2013 |
COPIF 2018 |
You may engage NetLink to remove your Fibre Termination Point (FTP), please read and complete the form in the “Contact Us” page, under the “Homeowners” category. 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). 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. Alternatively, you may also approach your Internet Service Provider (ISP). |
You may engage NetLink to remove your Fibre Termination Point (FTP), please read and complete the form in the “Contact Us” page, under the “Homeowners” category. 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). 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. Alternatively, you may also approach your Internet Service Provider (ISP). |
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 also remove them on your own. |
COPIF 2008 |
COPIF 2013 |
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 before the confirmation of booking. Please call our enquiry line, at 6563 4273 to arrange for an installation appointment. |
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. |
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. |
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. |
COPIF 2008 |
COPIF 2013 |
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 Retail Service Provider (RSP), please check with them on the payment. If you have sent your request directly to NetLink Trust, payment must be made online before the confirmation of booking. Please call our enquiry line, at 6563 4273 to arrange for an installation appointment. |
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. |