FAQs General Time-based and Volume-based Access
General
A) Subscription
B) Product Features
C) Service Activation
D) Technical
E) Existing BroadBand Subscribers
F) Existing SingNet 56K Dial-up Subscribers
A) Subscription 1) Is there any contractual period? Yes, there is a contractual period when you sign up for SingNet BroadBand service. The contractual period may differ for different plans or promotions. 2) Can I upgrade or change my access plan anytime within the contractual period? If you are not obligated to complete any contractual period in your SingNet BroadBand plans, you may change to plans that are currently offered by SingNet BroadBand. Change of plans policy is also subject to the promotional terms and conditions for the SingNet BroadBand promotions you have signed up for. 3)What happens if I terminate my service before the contractual period ends? An early termination fee will be imposed. The fee is calculated based on the number of remaining months of your contract period x the promotional subscription rate that you are paying. 4)How do I know if I qualify to sign up as a student? You have to be a full-time student from MOE-registered school with a valid student or concessionary pass. 5) How do I know if my school is registered with MOE? You may check with the Ministry of Education (MOE) or visit www.moe.edu.sg. Otherwise, please call our Hotline or visit our Customer Service counters. B) Product Features 1) Can I use SingNet BroadBand Service as a normal dial-up access? Yes, you can. When you logon via a Broadband modem, your usage is calculated based on the data transmitted (sent and received) in Megabyte (MB) if you are on Volume-based Plan or in minutes if you are in Time-based plan.However, if you logon using your SingNet BroadBand Access plan via an Analog modem, you will have dial-up access. The dial-up access is chargeable at $0.02 per minute for JetPack users while it is non-chargeable for other plans. The toll-charges are applicable.
Your dial-up access will not be converted and deducted from your free BroadBand usage. 2) I am currently a SingNet Family-On-Line service. Can I still keep my 3 supplementary email accounts if I change to SingNet BroadBand? No. You will only be able to retain the principal email account. 3) How fast is the speed? | Access Plan | Login Suffix | Download Speed | Upload Speed | | SingNet BroadBand 25Mbps | userID@singnet | Up to 25Mbps | Up to 1Mbps | | SingNet BroadBand 10Mbps | userID@singnet | Up to 10Mbps | Up to 1Mbps | | SingNet BroadBand 8Mbps | userID@singnet | Up to 8000kbps | Up to 512kbps | | SingNet BroadBand 3Mbps | userID@singnet | Up to 3000kbps | Up to 350kbps | | SingNet BroadBand 1Mbps | userID@singnet | Up to 1000kbps | Up to 256kbps |
4) How much email storage space is provided? You will be given 30MB email space.Additional email space can be subscribed at $5.35 per MB.
Prices are inclusive of GST 5) How much web space am I given? You will be provided with 2 MB web space. 6) Can I log on to my SingNet BroadBand account at my friend's place, who is also a SingNet BroadBand subscriber? Yes, you can. However, it is not advisable as you might not be able to get the speed that you had subscribed. Also, the charges will still be billed to your account. 7) Can I enjoy the same kind of product features as SingNet 56K dial-up service if I subscriber to SingNet BroadBand service? Yes, you can. However, Intruder Alert only applies if you are using the dial-up access. The dial-up access is chargeable at $0.02 per minute for JetPack users while it is non-chargeable for other plans. The toll-charges are applicable. 8) What is the difference between the various unlimited speed plans? The only difference between these plans is the connection speeds.
The download and upload speeds can go up to 25Mbps & 1Mbps respectively depending on the plan you choose. C) Service Activation 1) How long does it take for my service to be activated? Under normal circumstances, your service will be activated within 4 working days. However, subject to telephone line conditions or locations, it may take about one month or longer for the service to be activated. 2) Can I self-install the ADSL modem? Yes, you can. 3) What are the things to look out for self-installation? | a) | The minimum system requirements must be met. | | b) | All active phone jacks must be fixed with one microfilter each. SingNet recommends that the ADSL-enabled line should NOT have more than 4 phone outlines (1 main and 3 extensions). | | c) | The telephone line to be used with SingNet BroadBand must be: | | i) in good condition. You may contact SingTel at 1609 for more information on telephone line re-wiring and their relevant charges. | | ii) activated. |
4) What happens if I miss my delivery date/time? If you are not at home/office when SingPost makes the delivery, a SingPost Notification Card will be slotted under your door for you to contact them for a 2nd delivery. Thereafter, the 3rd delivery attempt is chargeable at $21.40.
Prices are subject to change and the prevailing GST shall apply. 5) If I cannot connect, what can I do to determine if it is due to the ADSL Modem, telephone line or SingNet? Just run the ADSL Test Program that comes with the modem installation CD. D) Technical 1) I am not sure if my PC meets the minimum system requirements. What should I do? Please follow the steps below to check for your system configurations:
a. Click on Start > Settings > Control Panel
b. Double click on System
- Check if it is Windows 98, Windows 98 Second Edition or
Windows Millennium Edition if there is at least 32 MB RAM.
c. Double click on Universal serial bus controllers and check
the versions.
d. Click on Cancel and Exit Control Panel
e. Double click on My Computer on your Desktop
f. Right click on your hard disk drive and click on Properties.
- Check if you have more than 70MB of free hard disk space
 2) Can I use any model of modems for this service? Yes, you can, as long as the modems are certified by SingNet for ADSL BroadBand usage. E) Existing Broadband Subscribers 1) I am currently a Starhub MaxOnline subscriber. Can I apply for SingNet BroadBand service? Yes, you can. This is because Starhub MaxOnline uses cable lines whereas SingNet BroadBand uses telephone lines. However, you may need to re-configure your PC as it may already have a Starhub MaxOnline configurations. 2) I already have an existing ADSL modem. Can I use my existing modem instead? We only recommend ADSL modems that have been certified for use on SingNet BroadBand service. However, different types of modems may require different network configurations. 3) Will there be any impact on my existing email account and usage utility? No, there will not be any impact on your email account (your e-mail password remains unchanged) and Intruder Alert Utility (applicable to 56K Dial-up only). However, you will have to reset your Usage Alert Utility. Just visit << http://www.singnet.com.sg >> and click on Members -> My Account -> Click here if you are a SingNet BroadBand User -> Usage Alert. F) Existing SingNet 56K Dial-up Subscribers 1) Can I terminate my existing SingNet 56K Dial-up service and subscribe to SingNet BroadBand service using the same user-id? Yes, you can, and your email account will be retained. You will continue to enjoy your TimeBank and VolumeBank, if applicable.
If you are originally a Family Online subscriber, the service will not be filtered. ONLY the principal user-id will be retained and all remaining supplementary email user-ids will be terminated.However, you may wish to sign-up for SNBB Filtering Service.For more info, click here. 2) If I terminate my SingNet 56K dial-up plan and sign up for SingNet BroadBand with my 56K dial up user-id, what would be the charges? There is no charge for conversion from SingNet 56K dial-up to SingNet BroadBand. In addition, you’ll be able to retain your userid. Time-based and Volume-based Access A) Technical
B) Existing BroadBand Subscribers
C) Existing SingNet 56K Dial-up Subscribers A) Technical 1)What do you mean by MB and how does SingNet bill me? MB stands for Mega Bytes. One MB equates 1024 KiloBytes (KB). With SingNet BroadBand Volume-based Access plans, your usage captured in Bytes will be added and rounded up to the nearest MB. You will be billed based on the MB used.
2) With the launch of SingNet BroadBand Access Plans, will I experience slower speed if there are many users logging on at the same time? No, SingNet BroadBand provides a dedicated broadband line and is not shared with other users. 3) If I use Internet only for online chats, will the 250MB plan be suitable for me? This will depend on your usage profile. If you are using online chat applications with little file transfer and streaming activities, the plan should be suitable for you. B) Existing BroadBand Subscribers 1) I have signed up for SingNet BroadBand Time-based plan, and now I would like to change to the Volume-based unlimited plan, can I do that? Yes, you can. You will need to complete a "Change Request" form available at SingNet Counters. 2) Will the change of plan affect my contractual period? No. Your contractual period will remain as per the activation date of your SingNet BroadBand service. 3) Can the unused MB be brought forward to the following month? Yes, it can be brought forward to the following month but only for one month (not applicable if you change to unlimited plan). 4) Will there be an alert/warning sign to inform me when I am near hitting the quota of the plan? Yes, SingNet has an Usage Alert Utility feature where you can set your own usage quota. When you exceed the quota set, SingNet will send you an alert email. C) Existing SingNet 56K Dial-up Subscribers 1) I am an existing SingNet customer, what will happen to my unused hours in TimeBank when I sign up for the SingNet BroadBand Volume-based Access Plan? We will convert your unused hours to volume, i.e. MB, and credit to your VolumeBank. | 
