Broadband FAQ

WHAT IS BROADBAND?

Broadband is a method of connecting to the Internet. It is a type of high-speed internet connection that has surpassed dial-up as the standard way to connect to the internet. A broadband connection can be accessed at any time.

WHAT ARE THE DIFFERENT TYPES OF BROADBAND CONNECTION IMAGINE OFFERS?

The two basic materials we use to connect to the Internet are:
• Copper (also known as eSpeed)
• Fiber optics (also known as HSBB)

These two mediums for Internet connections are available at imagine. However, please take note that the broadband connection will depend on what's available in your area.

WHO IS ELIGIBLE FOR BROADBAND?

Imagine caters to all Residential and Business customers with 16/17 business registration document.

HOW DO I REGISTER FOR BROADBAND?

The first step to getting broadband is to see what plans are available for you. To check, kindly visit our website at www.imagine.com.bn - click ‘Explore’, then go to ‘Broadband’ tab. Once you’ve decided, you can head down to any of our imagine Centres to sign up. Click here to find the an imagine Centre near you.

DO I HAVE TO PAY AN UPFRONT FEE IF I WANT TO REGISTER TO BROADBAND?

For new application, you will need to pay:

  • Deposit - $50.00 (Yellow & Red I.C) / $100.00 (Green I.C)
  • Activation fee - $100.00
  • One month advance fixed line rental - $10.00*
  • One month advance rental depending on the package plan

*Fixed line rental not applicable for Unlimited plans.

If a customer already have existing ONT (modem) in place and is only switching provider (i.e. port in), the activation fee will not be charged.

DO I STILL NEED MY TELEPHONE LINE WHEN I HAVE BROADBAND? IF SO, WHY DO I NEED IT?

Yes, you will need a telephone line in order to have broadband. This is because the broadband service makes use of your existing telephone line. It splits the signal into two channels, one for voice communications and the other for the high speed data communications. Broadband makes use of a frequency range not used in normal voice communications.

HOW FAST WILL MY BROADBAND BE?

The speed of the connection varies based on many different things including where you live i.e. copper or fiber areas and what broadband plan you are on.

HOW CAN I CHECK OR MEASURE MY BROADBAND USAGE?

You can check your broadband usage my logging in to imagineBroadband web self-care or imagineBroadband mobile app. If you don’t have a imagineBroadband credentials yet, you may refer to the imagineBroadband Online Guide

HOW LONG IS THE CONTRACT PERIOD?

The contract period is a minimum of 12 months (1 year).

WHAT WILL HAPPEN IF I TERMINATE MY BROADBAND WHILE I AM STILL TIED TO THE CONTRACT? IS THE DEPOSIT REFUNDABLE?

You will have to pay for the outstanding bill balance from the contract and your ONT (modem) will have to be returned to imagine. All deposits will be refundable, provided there is no outstanding bill.

HOW DO I KNOW IF MY APPLICATION IS ACCEPTED?

If you have applied for HSBB through online or at any imagine Centre, our call agents will contact you to update the status of your application.

How do I change my imaginebroadband User ID?

imagineBroandband User ID cannot be altered once successfully registered.

I forgot my imaginebroadband User ID and secret answer, what should I do?

Kindly be advised to call 111 or visit our nearest Centre to obtain your secret answer. Please bring a valid ID for verification purposes for in‐store enquiries.

I didn’t receive the One‐Time Password (OTP).

An OTP will be sent both via email and SMS. Kindly ensure that your email address and mobile number are kept up‐to‐date.

Why is the One‐Time Password (OTP) not working?

Kindly be informed that the OTP is only valid for ONE hour. You will need to re‐generate a new OTP after one hour by clicking the ‘forget password’ tab once again.

Why can’t I upgrade my broadband plan through imagine mobile?

Currently broadband upgrade is only available for residential fiber customers. An upgrade is only permitted once a day. Only higher bandwidth broadband plans than your current plan will be shown and available in the dropdown.

Why am I unable to check data usage?

Only broadband subscribers are able to view data usage bars and summary usage. If you are an unlimited broadband subscriber, you will not be able to view data usage bars. However, summary usage is still available for view.

Is the Summary Usage showing real‐time data consumption?

The Summary Usage feature updates the accumulated data after every 24 hours at 00:00 and is based on best effort basis. The total usage bar is an updated accumulation of bandwidth in gigabytes (GB).

I still have not received my Top Up Data purchase after trying a few times.

Kindly allow some buffer time for the top up purchase to be fully reflected in your account. Please click ‘refresh’ before re‐trying another purchase. Alternatively, please call 111 for further assistance.

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General Info

WHAT IS HSBB?

HSBB stands for ‘High Speed BroadBand’, which is usually delivered over Optical Fibre directly to your home or via a street cabinet and copper cable to your home or business premise. Optical Fibre will eventually replace the old infrastructure, such as telephone wires and other copper cables. This is due to advances in technology that provide a much higher bandwidth carrying capacity and improved reliability.

HOW WILL HSBB BENEFIT YOU?

a) Shorter download and upload times for quicker back-up or sharing with others.
b) Faster internet experience including streaming high-definition video.
c) Enhanced service offerings such as video conferencing and other high definition content services.
d) More reliable and stable service.

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SUBSCRIPTION AND BILLING

WHO CAN SUBSCRIBE TO THIS SERVICE?

Anyone who resides in locations that are HSBB network ready

HOW CAN I SUBSCRIBE TO THIS SERVICE?

Customers residing in the above mentioned areas (subjected to survey after application) can subscribe at any imagine Centres. Click here to find the an imagine Centre near you.

Do I have to pay an upfront fee if I want to subscribe to HSBB?

For new application, you will need to pay:

  • Deposit - $50.00 (Yellow & Red I.C) / $100.00 (Green I.C)
  • Activation fee - $100.00
  • One month advance fixed line rental - $10.00*
  • One month advance rental depending on the package plan

*Fixed line rental not applicable for Unlimited plans.

If a customer already have existing ONT (modem) in place and is only switching provider (i.e. port in), the activation fee will not be charged.

 

CAN I MAINTAIN OR APPLY FOR SPLIT BILLING?

Split billing is not possible with HSBB because we are doing single billing now.

CAN I STILL SUBSCRIBE TO ANY OF imagine OFFERED VALUE ADDED SERVICES & E-PRODUCTS BY USING HSBB SERVICE?

Yes, you can still enjoy other services with HSBB. You will need to fill in a form to subscribe to imagine Value Added Services.

HOW LONG IS THE CONTRACT PERIOD?

The contract period is a minimum of 12 months (1 year).

WHAT IF I MOVE HOMES WITHIN MY CONTRACT PERIOD?

If the location you are moving to is HSBB ready, then you will be charged with a relocation fee.

WHAT WILL HAPPEN IF I TERMINATE HSBB WHILE I AM STILL TIED TO THE CONTRACT? IS THE DEPOSIT REFUNDABLE?

You will have to pay for the outstanding bill balance from the contract and your ONT (modem) will have to be returned to imagine. All deposits will be refundable, provided there is no outstanding bill.

HOW DO I KNOW IF MY APPLICATION IS ACCEPTED?

If you have applied for HSBB online or at imagine Centre, our call agents will call you to update the status of your application.

IF MY HSBB IS DISCONNECTED/TERMINATED, WILL IT AFFECT MY VOICE SERVICES TOO?

Yes, all services will be affected.

What are the charges?

Monthly Charges
Residential Plans
Bandwidth Charges Email Accounts
Up to 5Mbps $105.00 4
Up to 10Mbps $165.00 4
Up to 20Mbps $325.00 5
Up to 30Mbps $465.00 6
Fixed Line Rental $13.00
Monthly Charges
Corporate Plans
Bandwidth Charges Email Accounts
Up to 5Mbps $125.00 5
Up to 15Mbps $265.00 5
Up to 35Mbps $565.00 6
Up to 55Mbps $855.00 6
Fixed Line Rental $13.00
One time charge
Fixed Line Deposit $50.00 (Yellow & Red I.C) / $100.00 (Green I.C)
Fixed Line Installation $50.00
HSBB Registration $50.00
HSBB Modem $100.00
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INSTALLATION

WILL YOU NEED TO ENTER MY HOUSE DURING INSTALLATION?

Yes, our team will have to enter your premise and house. But prior to the installation, our call agents will set up an appointment with you. Then, our technician will arrive at the appointed time and identify himself upon arrival at your premise with a imagine ID card.

WILL THEY BE CHANNELING MY WALLS OR COMPOUND?

Yes, there may be a possibility to do so in order to provide the service. imagine will reinstate as best as possible. Our HSBB team will make sure that you are briefed before any work is done. A consent form will require your signature upon agreement, followed by signing an acceptance form to confirm that you are satisfied with the completed work.

WILL THERE BE ANY DRILLING INVOLVED?

Drilling will depend on the structure of your premise. There will be potential drilling to connect the HSBB service to your premise. Our HSBB team will advise you if drilling is required and you will need to agree on the drilling location.

WILL THERE BE ANY OTHER EXTRA CHARGES FOR THE INSTALLATION?

In instances where extra wiring is needed, extra cost will be borne by the customer. imagine can recommend approved contractors to do the additional cabling or extension work.

IF I AM NOT AVAILABLE DURING THE APPOINTMENT TIME, WILL I BE ABLE TO RESCHEDULE?

Yes. However, we advise that you keep to the prior appointment or inform us in advance if you intend to cancel an appointment.

HOW LONG IS THE INSTALLATION PROCESS?

Installation process will normally be completed within ten (10) days if no issues are found.

HOW LONG WILL IT TAKE FOR THE MODEM TO BE ACTIVATED AND READY FOR USAGE AFTER INSTALLATION?

After installation process is complete, the modem (ONT) will be immediately activated and ready for use.

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TECHNICAL

WHAT EQUIPMENT WILL I RECEIVE AND WHEN?

You will receive a new ONT Optical Modem which will be installed on the day of installation.

WHAT WILL HAPPEN TO MY EXISTING ESPEED MODEM WHEN I MOVE TO HSBB SERVICE?

The current e-speed modem will be replaced with the new HSBB ONT Optical Modem. If the e-speed modem is used less than one (1) year, the modem will be returned to imagine, otherwise you can keep the modem.

WHAT IS THE NEW ONT USED BY HSBB?

Depending on your current set up on service plan, imagine will install a one port ONT Optical Modem if you are on voice only. If you are a new customer or if you have a three in one modem on e-speed, imagine will install the HSBB ONT Optical Modem with built in wireless, 4 LAN ports for Internet and 2 RJ11 Ports for telephone. HSBB modem will need to be kept switched on to enable customer to use both the phone line and internet.

WILL I NEED TO UPGRADE MY PC OR OTHER EQUIPMENT TO RECEIVE HSBB SERVICES?

No upgrade or additional equipment will be required but to enjoy the maximum benefit from the new technology, your PC should comply as a minimum to the spec below.
 

For Windows OS Computer
At least Pentium 3 and Above
Minimum of 512MB RAM
Windows 2000 and above
Ethernet Port
For Mac OS Computer
Power PC or Intel Macintosh
Minimum of 512MB RAM
MAC OS X Version 10.2.4 and above
Ethernet Port

WHAT IS THE WIFI COVERAGE IN TERMS OF DISTANCE?

The WIFi coverage depends on the wall thickness between rooms, other WIFi and interference systems in the house. But in general, for an average sized house it will cover most of the rooms in the house.

DOES RAIN AFFECT THE HSBB TRANSIT SIGNAL?

No, it does not.

CAN THIS SERVICE SUPPORT FAX?

Yes, HSBB can support fax service.

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DEVICE WARRANTY

WHAT IS THE WARRANTY PERIOD FOR THE MODEM (ONT)/TELEPHONE?

One (1) year.

WHAT IF THE MODEM (ONT) IS FAULTY WITHIN THE WARRANTY PERIOD? WHAT SHOULD I DO?

If the modem is faulty within the warranty period, please report to our Customer Care at 111 and request for it to be checked. The replacement ONT Optical Modem can be changed or purchased (the price will depend on the type of ONT Optical Modem). The warranty only covers manufacturer’s defects.

WHAT IF IT GOES FAULTY AFTER 1 YEAR?

If the modem is faulty after 1 year, you can purchase a replacement from imagine.

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PACKAGE UPGRADE/DOWNGRADE

I AM INTERESTED TO UPGRADE/DOWNGRADE MY HSBB SUBSCRIPTION. WHERE CAN I GO TO SUBSCRIBE?

You can visit any of our nearest imagine Centre. Upgrades will be free. For plan downgrades, a charge of $50.00 applies.

IF I UPGRADE/DOWNGRADE MY SERVICE, WILL MY DEVICE ALSO CHANGE?

No, the device will still be the same.

IF I ALREADY HAVE AN EBILL ACCOUNT FROM MY OLD ESPEED/TELEPHONE SERVICES, DO I NEED TO CREATE ANOTHER ACCOUNT FOR MY HSBB?

No, you can still use the same account for HSBB.

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VOICE SERVICE

IF I HAVE OTHER BRAND'S CORDLESS PHONE WHICH SUPPORTS VOICE CALLS, CAN I USE IT AS AN EXTENSION?

Yes, you can use other brand’s cordless phone, provided that it is approved by AITI.

CAN I HAVE MORE THAN ONE (1) LINE?

Yes.

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imagine can only guarantee the subscribed speed to each customer within the imagine Network. No such guarantee can be given if the ISP (Internet service Provider) accessed by the customer is outside the imagine Network and/or outside Brunei.

Need help?

Here are some useful guides and information that can provide quick solutions to the connectivity issues you may be facing. Alternatively, you can chat with us, simply by launching our imagine chat bot, located at the bottom right hand side of your screen.

imagineBroadband Online Guide

Troubleshooting Guide Book

HSBB Information Sheet

ONT Guide

Keep You Connected