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Terms & Conditions

SPECIFIC TERMS AND CONDITIONS FOR SINGNET mio HOME

(Updated 5 November 2008)
  1. Incorporation by reference

    In addition to:
    (a) SingTel’s General Terms and Conditions of Service;
    (b) SingTel’s Billing Terms and Conditions;
    (c) Specific Terms and Conditions for mio Voice Service;
    (d) Specific Terms and Conditions for Fixed Line Telephone Service;
    (e) Specific Terms and Condition of mio TV Service;
    (f) Specific Terms and Conditions for SingNet Service and SingNet BroadBand Value-Added Service;
    which terms and conditions are deemed incorporated by reference, the Customer shall be bound by the following Specific Terms and Conditions.

    The above terms and conditions are also available at
    http://home.singtel.com/terms/default.asp?source=general&product_name=general,
    http://home.singtel.com/terms/default.asp?source=telepage&product_name=miovoice,
    http://home.singtel.com/terms/default.asp?source=telepage&product_name=fixed_line,
    http://mio.singtel.com/miotv/mio-tv_terms-and-conditions.pdf,
    http://home.singtel.com/terms/default.asp?source=singnet&product_name=singnet_tnc
    http://home.singtel.com/terms/default.asp?source=singnet&product_name=singnet_bb_vas

    and or from SingNet on written request.

  2. Definitions

    “GST” means the tax chargeable under the Goods and Services Tax Act (Cap 117A) of Singapore on the supply of goods and services in Singapore and the importation of goods into Singapore.

    “Related Corporation” has the meaning given to that term in Section 6 of the Singapore Companies Act, Chapter 50.

    “Service(s)” means the SingNet mio Home service offered by SingNet.

    “SingNet” means SingNet Pte Ltd (Company Registration No. 199802130W).

    “SingNet mio Home” means a service package consisting of and bundling the following Services under a single price plan with a fixed monthly charge:

    1. mio TV Service;
    2. mio Voice or Fixed Line Telephone Service
    3. SingNet BroadBand Service

    (each to be described as “Individual Service(s)”)

    “SingTel” means Singapore Telecommunications Ltd (Company Registration No. 199201624D) and its successors.

    “SingTel Group Companies” means SingTel and each Related Corporation of SingTel in Singapore.

    NO

    DEFINITION

    POLICY

    1)

    Customer Eligibility

    New customers
    If the Customer is a new individual customer who currently does not subscribe to any of the Individual Services and intends to apply for SingNet mio Home, the following are required:

    1. The Customer must be a Singapore Citizen or Permanent Resident of Singapore;
    2. The Customer must be at least eighteen (18) years old to be eligible to sign up for the SingNet mio Home;
    3. A foreigner must be at least twenty-one (21) years old in order to be eligible to sign up for SingNet mio Home.
    4. The Customer must sign up as an individual customer using his/her residential address and NRIC number.
    5. A foreigner must be an Employment Pass Holder, Work Permit Holder or Dependent Pass Holder (with a minimum validity period of twelve (12) months) to be eligible for a 24-month SingNet mio Home;
    6. The Customer must apply for and subscribe to the SingNet mio Home under one NRIC/Passport/FIN and other identification number, as an individual using his/her name and the Services shall be provided under one account;
    7. The Customer must continue to meet all of the eligibility criteria for each of the Individual Services;
    8. The Customer must ensure there is no outstanding amount due to any of the SingTel Group Companies.

    Existing SingTel Customer
    For a Customer, who currently subscribes to any of the Individual Services, to be eligible for the application of the SingNet mio Home, the following is required:

    1. The Customer must be at least eighteen (18) years old to be eligible to sign up for the SingNet mio Home.
    2. A foreigner must be at least twenty-one (21) years old in order to be eligible to sign up for SingNet mio Home.
    3. The Customer must apply for and subscribe to the SingNet mio Home under one NRIC/Passport/FIN and other identification number, as an individual using his/her name and the Services shall be provided under one account;
    4. The current contract(s) for each of the Individual Services has a remaining term of six (6) months or less.
    5. The Customer must subscribe to all three (3) Individual Services in the SingNet mio Home for twenty-four (24) months.
      1. Customers with more than six (6) months remaining under the term of Customer’s current contracts for SingNet BroadBand Service, will have to terminate his existing SingNet BroadBand Service and pay the termination charges before signing up for SingNet mio Home.
      2. Customers with SingNet mio TV Service and / or SingTel Telephone Service may sign up for SingNet mio Home Service at any time.
      3. The Customer must continue to meet all of the eligibility criteria for each of the Individual Services.
      4. The remainder of the term in the Customer’s existing contracts for SingNet BroadBand Service, SingNet mio TV Service and/or SingTel Fixed-Line Telephone Service shall be superseded by the new contract term of the SingNet mio Home.
      5. The Customer’s current SingTel Mobile Service tenure loyalty will not be affected by his migration to and subscription of the SingNet mio Home.

    2)

    Service Activation

    The term of the SingNet mio Home will commence on the date on which the last Individual Service in the SingNet mio Home is activated (“Contract Start Date”), in the following manner:

    1. if the Customer’s activation date of the SingNet BroadBand Service occurs before the Contract Start Date, he/she will enjoy free subscription between such activation date and the Contract Start Date.
    2. if the Customer’s activation date of the SingNet mio TV Service occurs before the Contract Start Date, the Customer will enjoy free subscription for the period between such activation date and the Contract Start Date.
    3. if the Customer’s activation date of the SingTel Telephone Service or mio Voice occurs before the Contract Start Date, the Customer will enjoy free subscription for the period between such activation date and the Contract Start Date.

     

    3)

    Fees and Registration

    A registration charge (at prevailing rates) will be payable upon application for a SingNet mio Home.

    If a Customer is a foreigner, the following deposits are applicable:

    1. For new Customers not currently subscribing to any of the Individual Services, a minimum deposit of $400 will be payable upon application for a SingNet mio Home.
    2. For existing SingTel Customers currently subscribing to one (1) Individual Service only, a minimum deposit of $200 will be payable when subscribing to the other two (2) Individual Services.

    SingNet reserves the right to impose a deposit according to SingTel’s prevailing credit rating policy.

    The Customer has to pay the installation charges (at prevailing rates) for SingNet mio Home Service(s):

    1. Installation of ADSL internet access and/or SingNet Tested modems
      • First on-site installation (after contractual period of 24 or 30-month)
    2. Change of Installation Appointment (Date/Time)
      • With more than 2 working days’ notice
      • With less than 2 working days’ notice
      • Cancellation of On-site Installation Appointment
    3. Other Installation Related Charges applicable if:
      • the Customer misses the appointment/not at home
      • the Customer is unable to meet minimum system requirements/PC/notebook & modem incompatible/ internal wiring problem
    4. Service Maintenance
      • Maintenance Evaluation

    Note: Maintenance Job includes work done to the PC/notebook and/ or modem to obtain the broadband access available.

    4)

    Upgrade and Downgrade

    There will be no charge if the Customer upgrades SingNet mio Home during the term of the SingNet mio Home. 

    The Customer will pay a downgrade charge (at prevailing rates), depending on the Customer’s Service plan, if the Customer downgrades the existing SingNet mio Home during the term of the SingNet mio Home.
    If the Customer terminates any one of the Individual Services under the SingNet mio Home during the term of the SingNet mio Home, termination charges (at prevailing rates) will apply.

    5)

    Relocation

    If a Customer relocates to another premise, he will be provisioned with the same service that he was on prior to the relocation, on the condition that his new address is within SingNet mio TV coverage.  

    A relocation charge will apply and this will include basic installation of all SingNet mio Home equipment at the Customer’s new premises.  The contract shall remain valid and binding on the Customer during such re-location notwithstanding disruption in all or any of the Individual Services.

    In the event that a Customer’s SingNet mio Home cannot be provisioned at the new premises  because it falls outside of the service availability area, SingNet reserves the right to terminate the user’s SingNet mio Home and to offer the Customer a SingNet BroadBand ADSL plan of the Customer’s choice.

    If the Customer opts to take up the SingNet BroadBand ADSL plan, the termination charges will be waived but a relocation fee will apply and this will include basic installation of SingNet BroadBand ADSL plan at the Customer’s new premises. The Customer shall start on a new contract in line with the Contract Start Date of his SingNet BroadBand ADSL plan.

    In the event that the Customer decides not to take up a SingNet BroadBand ADSL plan during relocation, then termination charges for Individual Services terminated under the SingNet mio Home shall apply.

     

    6)

    Transfer of service

    Pursuant to the requirement that all the Individual Services under the SingNet mio Home must be under one account, existing SingTel Customers receiving any of the Individual Services may each transfer the Individual Service(s) under his/her account to another account so that all the Individual Services may be consolidated and held under one account. All administrative charges due to such transfer of Individual Service(s) between accounts of existing SingTel customers will be waived.

    An administrative charge is applicable for the transfer of Individual Service(s) from an existing SingTel customer to a person who is not an existing SingTel customer receiving any of the Individual Services.

    The SingNet mio Home is transferable provided that the transferee executes the relevant documents and agrees to be bound by the transferor’s existing contract including but not limited to the applicability of premature termination and downgrade charges.

    An administrative charge is applicable for the Customer’s transfer of his SingNet mio Home.

    7)

    Termination of Service

    The Customer may request to terminate the SingNet mio Home by calling mio Customer Service Hotline, 1688 to specify which of the Individual Service(s) that the Customer wishes to terminate.

    If the Customer terminates one or more of the Individual Services, the Customer will no longer be eligible for the SingNet mio Home. The Customer’s SingNet mio Home will be automatically terminated in such an event and subscription and charges (at prevailing rates) for the remaining Individual Service(s) will apply.

    Where the Customer terminates the SingNet mio Home or where the Customer becomes ineligible to continue the SingNet mio Home resulting in automatic termination, the Customer shall be liable for all outstanding and applicable fees and charges pertaining to the SingNet mio Home, including termination charges and equipment charges.

    There will be no termination charges if Customer cancels the SingNet mio Home before the day of installation of mio Home Service. The Customer will however be liable to pay the relevant cancellation charges where any or all of the Individual Services are cancelled prior to the day of installation.

    For the avoidance of doubt, termination of the SingNet mio Home does not result in automatic termination of all Individual Services including mio TV Service save for such Individual Services expressly requested by the Customer to be terminated. All Individual Services that are not terminated by the Customer will continue as individual contracts for the remaining term of the SingNet mio Home term and will be charged at prevailing prices/rates at the time of termination of the SingNet mio Home.  

    8)

    SingNet’s Management of Systems and Data

    SingNet and the SingTel Group Companies reserves the right to manage and control access to any computer or other electronic or telecommunications system operated or used in relation to the Services or linked to any computer or other electronic or telecommunications system operated or used in relation to the Services and any data stored therein in a manner deemed appropriate by SingNet and/or any of the SingTel Group Companies (whether belonging to, provided or stored by the Customer or otherwise), notwithstanding that such access and the storage of such data is a requirement or constitutes a part of the Service.

    9)

    Use of Information

    The Customer further acknowledges and agrees that SingNet and any of the SingTel Group Companies may access, preserve, monitor, use and disclose any information relating to the use of SingNet mio Home by the Customer as reasonably necessary to provide, maintain and improve the SingNet mio Home, and to respond to requests for customer service.

    10)

    Complimentary mio TV

    Family Channels are applicable to all new mio Home/mio Home Sports/exPlore Home/exPlore Home Sports subscribers who sign up on or after 15 October 2010. Existing mio TV subscribers are eligible for the Family Channels where they are subscribed only to new Content Packs and Channels. Excludes SuperSaver Content Packs and Season Pass. Minimum spend of $16.05 per month applies unless otherwise stipulated.

    11)

    General

    Any Clause in the General Terms, these Specific Terms and Conditions, or any other terms and conditions as may be agreed or accepted by the Customer, that is invalid, unenforceable or illegal shall be enforced as nearly as possible in accordance with its terms, but shall otherwise be deemed severed and shall not affect the enforceability of any other Clauses, which Clauses shall continue to be valid and enforceable to the fullest extent permitted by law.

    12)

    Variation of Terms

    These Specific Terms and Conditions may be amended by SingNet from time to time by notice to the Customer in such manner as SingNet deems appropriate. The Customer shall be bound by the terms and conditions so amended. In any event, if the Customer continues to use the Service after such notice, the Customer shall be deemed to have accepted the amendment.

    13)

    Governing Law

    These Specific Terms and Conditions shall be subject to and construed in accordance with the laws of the Republic of Singapore and the Customer and SingNet hereby submit to the exclusive jurisdiction of the Courts of the Republic of Singapore.

mio Home mobile multi-line discount

  1. Customers who have signed up for SingNet mio Home are eligible to participate in this mio Home mobile multi-line discount promotion (“Eligible Customer”).
  2. This promotion is applicable to the following SingTel Mobile Postpaid Price Plans only: all i-Plans, Youth plans and iFlexi plans (“Eligible Discount Lines”).
  3. The following price plans: Classic, Premium700, Premium1500 and Corporate Individual Scheme are eligible for nomination to count towards the total mobile lines solely for the purpose of determination of the applicable discount rate as stated in clause 6 below (“Eligible Non-Discount Lines”). For the avoidance of doubt, such Eligible Non-Discount Lines will not enjoy the actual mio Home mobile multi-line discount under this promotion.
  4. The Eligible Customer must subscribe to a minimum of one Eligible Discount Line which will be designated as the key line (“Key Mobile Line”). The Key Mobile Line can only be changed once in a continuous period of 12 months.
  5. The Eligible Customer with a Key Mobile Line will be allowed to nominate any Eligible Discount Line and Eligible Non-Discount Line (for the purpose of computing the discount rate as stated in clause 3 only) provided that the NRIC address of the account holder of the nominated line is the same NRIC address as that of the Eligible Customer.
  6. After initial application and nomination by the Eligible Customer, SingTel Mobile will determine the accuracy of the nomination and the applicable discount rate before allotting the discount to the Eligible Discount Lines. The Key Mobile Line and Eligible Discount Lines will enjoy a discount on the monthly subscription fee, excluding value-added services and usage charges, as follows:
    mio Home mobile multi-line discount
    1 mobile line : 15% off monthly subscription
    2 mobile lines : 20% off monthly subscription
    3 mobile lines : 25% off monthly subscription
    4 or 5 mobile lines : 30% off monthly subscription
  7. Free unlimited calls apply after the local bundle talktime for each nominated mobile line is fully utilized and is only for local calls made between nominated lines within the same household. Promotion is valid for mio Home/exPlore Home/excite Home/mio Plan mobile multi-line nominations and is mutually exclusive from any FCN/3G PAL services.
  8. The applicable discount rate will be determined by SingTel Mobile on a monthly basis (on the 1st day of each calendar month) based on the actual eligible active lines that are not suspended or terminated during the previous calendar month. If a nomination is made after the 1st day of any calendar month, the nomination will be determined by SingTel Mobile on the 1st day of the following calendar month and the discount will be reflected in the respective eligible bills in the calendar month following the month of determination.
  9. If a nominated mobile line is found to be registered under a different NRIC address in SingTel Mobile’s system, the nomination will be rejected. SingTel Mobile’s decision on the counting of the Eligible Non-Discount Lines, application of the discount to the Eligible Discount Lines or rejection of nominations shall be final and conclusive.
  10. All existing mobile contracts applicable to the Key Mobile Line and nominated mobile lines will remain valid and unchanged.
  11. mio Home mobile multi-line discount is not applicable to Business Registered Customers and BroadBand on Mobile plans.
  12. mio Home mobile multi-line discount is not valid with any other discounts or promotions unless otherwise stated.
  13. All discounts will cease upon termination of SingNet mio Home by the Eligible Customer.
  14. SingTel Mobile reserves the right to discontinue or terminate this promotion at any time without notice. Customers will not be entitled to any refund or compensation in respect of such termination.
  15. SingTel Mobile reserves the right to amend these Terms & Conditions at any time and without notice.

mio Home Recontract

  1. Only applicable to Customers who have no more than three (3) months remaining on their current mio Home subscription.
  2. Upon successful re-contract of the Customer’s mio Home subscription, all 3 individual services which comprise mio Home (namely, mio TV, SingNet broadband & SingTel fixed line) shall be deemed to be re-contracted as part of mio Home.
  3. Registration fee (at prevailing rates) will be waived upon successful re-contracting of the mio Home subscription unless otherwise stated.
  4. The minimum subscription period for any re-contracting of the mio Home subscription is twenty four (24) months (“Minimum Subscription Period”) unless otherwise stated. Early termination charges (ETC) apply if the mio Home subscription is terminated before the expiry of the Minimum Subscription Period by the Customer for any reason whatsoever or by SingNet as a consequence of any breach by the Customer of any of the terms and conditions applicable to the mio Home subscription.
  5. For Customers upgrading broadband speed of their mio Home, please refer to upgrading policy as stated in the mio Home Specific Terms & Conditions at www.singtel.com/mio.
  6. A downgrade charge (prevailing from time to time) will be payable by the Customer if the Customer wishes to downgrade the broadband service within the Minimum Subscription Period. Please refer to downgrading policy as stated in the mio Home Specific Terms & Conditions, www.singtel.com/mio.
  7. Passwords given to the Customer are the sole responsibility of the Customer. SingNet shall not be responsible for the loss, damage or third-party abuse of passwords.
  8. SingNet reserves the right to amend these terms & conditions without prior notice and the Customers shall be bound by such amendments.
  9. mio Home Specific Terms & Conditions shall apply. Please refer to Generation mio website, www.singtel.com/mio for details.
  10. All prices are subject to change and the prevailing GST shall apply.
  11. All information is correct at the time of printing.