Frequently Asked Questions
Self-Service Portal
Self-Service Portal
How do I book an appointment?
You can book an appointment through the portal by first selecting the appropriate service type (e.g., TPRRR, Dark Fibre, or Test Appointment) based on your needs. Next, enter the required details to complete the feasibility check. If your request is eligible, you can proceed to select your preferred date and available time, review the indicative charges, provide the necessary information, and submit your booking.
How will I know if my appointment is confirmed?
A confirmation email will be sent once your booking is successfully submitted. You can also login to the portal and check the status of your appointment under My Orders, where the booking details and Order Reference Identifier (ORI) will be displayed.
Can I reschedule my appointment?
Rescheduling is currently not available via the portal. If you need to reschedule, please contact NetLink Trust at least 2 business days before your scheduled appointment date. Please note that the new appointment date must also be at least 3 business days from the date of your rescheduled request.
How do I cancel a confirmed order?
Please contact NetLink Trust for order cancellation.
Will I get a refund if I cancel my appointment?
Refunds, if applicable, will be processed in accordance with NetLink Trust’s policies. Please contact NetLink Trust for further assistance.
What should I do if I have payment issues?
If your payment fails, please try again or use a different payment method. Only credit or debit cards are accepted for payment. If you have been charged but did not receive confirmation, please check your email (including spam/junk folder) and contact NetLink Trust with your payment details for assistance.
Why is my premises not eligible for Termination Point Relocate, Repair or Removal (RRR)
services?
NetLink Trust is unable to provide Termination Point Relocate, Repair, or Removal (RRR) services for premises that are categorised under the Code of Practice for Info-communication Facilities in Buildings 2018 (COPIF 2018) or new developments. RRR bookings for these premises will not be accepted.
What is considered non-standard installation?
Non-standard installation comprises requests for concealment of fibre cables or the use of customised trunking. You will need to engage your own contractor for such requests. For more information on the NetLink Trust’s installation process, please refer to the Installation Service Guide.
