Please ensure that your contact details are correct because during registration process.
OTP (One‐time password) will only be sent to your email address or SMS (mobile number) that is saved in contact details.

Yes, you can now pay your imagine bills online through our imagineBroadband app! In fact, paying through our app doesn’t just save you time, it’s super easy as well. To begin, simply:

1. Download the imagineBroadband app from the Apple App Store (for iOS users) or Google Play Store (for android users)
2. Sign up for an imagine account, or log in to manage your bills and account details.

For more information, please refer to our imagineBroadband Online Guide.

imagineBroadband registered users may view the status of pending installations and fault tickets if there are existing that are still not completed in the Status Tracker page (Currently under maintenance)

Upon requesting for termination of service at our branch, you will be able to receive your deposit after your termination form is processed, provided that there is no outstanding amount in your account. This may take up to 3 months.

Yes, our system will send out notifications for data utilizations at 50%, 80% and 100%.

It is a one‐time password sent to you by SMS or E‐mail during registration process for security verification. The OTP has an expiry time of ONE hour.

The double charges reflect the current and following month’s rental, which will appear in your first bill upon first time registration. Upon changing your plan, your bill will be pro-rated.

Pro-rated amount is the rental you will be charged from the date your service is activated. For example, your service is activated on November 15. Therefore, your service will be billed from 15th – 30th November. In addition, your following month’s rental (1st – 31st December) will also appear in the same bill.

Online Broadband Upgrade is our latest feature added on to imagineBroadband enabling customers to upgrade their current Broadband Plan without having to go to imagine Centres.

In the case where a payment is unsuccessful, there will be continuous attempts of direct debit up to 3 times a month. Once a payment is successfully deducted, it will be reflected in your bill in the ‘Payment Received’ section. This should be reflected in your respective bank statement as well. You may contact our Call Centre at 111 for further enquiries.

You can reset your password through ‘Forgot Password’ function where you need to enter your Login ID and answer your security question.

Once successful, a default password will be sent through both email and SMS. There is no expiry date for the default password. You will need to reset your password once you have successfully login with the default password.

For further assistance, please visit any of your nearest imagine Centre or call Customer Care hotline 111.

Once registered to imagineBroadband, you will no longer receive your physical bills as stated in our Terms and Condition during registration.

Yes, if your service has been temporarily deactivated, your bill will be pro-rated. 

Pro-rated amount is the rental you will be charged from the date your service is activated up to the point of deactivation, and from the point of reactivation onwards. For example, your service is activated on November 15. Your service is temporarily deactivated from 20th – 25th November, resuming on November 26. Therefore, your service will be billed from 15th – 20th November, and from 26th – 30th November.

Currently Broadband Upgrade is only available for Residential Customers only.

Shown below is the features and eligibility for applying Broadband Upgrade:

• Customers currently on HSBB Plans.
• Customer registered under ‘Residential’ customer type.
• Customers registered as Customer Level or Account Level will both be able to apply Customer can only upgrade once in a single day.
• Only plans that are above existing plan will be shown and available to select.

You may apply for an itemised bill for local and mobile calls with a service charge per month per service number over the counter.

You can change your password for your convenience through the Change Password functionality.

Below are the instructions and rules on how to change your password:

1. Go to your ‘My Profile’.
2. Click ‘Settings’ if you would like to change your current password.
3. Your new password must not be the same as the previous passwords.

Only past records of 6 months will be available to be viewed in. If you wish to view last year’s monthly bills, please visit any of our imagine Centres.

*Bill will be charged when request at the branch. – TBA

You will continue to receive bills as long as there is an outstanding in your account.

With imagineBroadband login credentials, you can now connect to imagine WiFi Postpaid at any of our imagine WiFi locations using your Home Broadband Data Quota.

Purchases of top‐up over the counter or via imagineBroadband will be chargeable in your next bill. This will appear under ‘Service Type: Broadband’ section as ‘BOD Top‐Up Charge’.

You can change your password for your convenience through the Change Password functionality.

Below are the instructions and rules on how to change your password:

1. Go to your ‘My Profile’.
2. Click ‘Settings’ if you would like to change your current password.
3. Your new password must not be the same as the previous passwords.

Minimum EIGHT (8) ALPHANUMERIC and CHARACTER. Example of a Password is AbcD123! 
Password Policy:

• The new password must not be the same as the existing or 5 previous passwords.
• Minimum length of the new password should be 2.
• Minimum number of alphabets in the new password should be 1.
• Minimum number upper case alphabets in the new password should be 1.
• Minimum number lower case alphabets in the new password should be 1.
• Minimum number of digits in the new password should be 1.
• Minimum number of special characters in the new password should be 1.
• Minimum number of different characters between the existing and the new password should be 1.