When will I be refunded the Annual License Fee?
Customers will be refunded starting from the 30th day after the official public announcement.
What happens if I have a contract with my previous provider?
The remaining contractual commitments will be reflected in your next bill.
How do I perform the first activation on my Postpaid line?
Your SIM will be activated upon successful registration. However, please allow a maximum window of up to an hour in case it is not activated shortly after successful registration.
Are credit transfers free of charge?
Yes. However, there must be a minimum balance of $5 before and after credit transfer.
Can I change my instalment plan once I sign up to a contract?
Customer must not have any overdue outstanding with previous Service Provider.
Customer must ensure that all overdue (past due) outstanding is settled prior to porting.
When will the data be refreshed?
The data will be refreshed on the 1st of every month.
Will I be notified if my credit balance or Prepaid line expires?
You will be notified one (1) day & seven (7) days before the expiry date.
What is the process of drop-off and pick up from imagine Centres?
- Customer drops off the device at imagine Centre Panaga or Citis Square.
- Customer presents valid Warranty Card & valid IC
- CSR to verify that the warranty and IC are valid
- CSR to fill in Vicom’s Job Order Receipt Book and provide copy of receipt to customer.
- Inform customer they will be contacted when device is ready to be picked up
- Contact Vicom to pick up customer’s device
- Vicom sends customer’s device back to imagine Centre
- CSR to contact customer once the device is received
How long will I face service disruption?
You will face a service disruption of minimum 3 hours to a maximum of 24 hours.
Where can I buy credit top-ups/vouchers and Boosters?
1) Credit top-ups:
- All imagine Centres
- Mobile App / Web Self Care
- Third-party retailers
2) Vouchers
- All imagine Centres
- Third-party retailers
3) Boosters
- All imagine Centres
- Mobile App / Web Self Care
Can I upgrade my Postpaid plan during my device bundle contract period?
You can upgrade only if you have completed the device instalment plan and paid off any remaining balance.
If your device instalment plan is still ongoing, are required to settle the payments of all remaining months on your device instalment plan before upgrading your plan.
Note: Your data and bill will be prorated accordingly.
How will I get refunded?
For affected Wish Postpaid subscribers, imagine will provide a rebate by reducing B$25 from the next month’s bill.
For affected Wish Prepaid subscribers, Imagine will credit B$25.00 (or any amount deducted for the Annual License fee) to the total mobile credit amount.
For subscribers who have terminated their mobile number after paying the Annual License fee on or after 24th January 2020, the fee will be refunded directly to your bank account. Kindly Talk2Us at 111 or visit your nearest imagine centre for a refund application.
When will porting be available in Brunei?
Is there a limit to the number of SIM cards a user can purchase?
There is a limit of 10 SIMs per customer account.
What is the Credit Top-Up validity extension?
You can extend your Credit Top-Up validity period when you buy any top-up. The expiry date will be extended from date of purchase of top-up (not from expiry date), as long as the ‘new’ expiry date is later than the current expiry date (see examples below).
Example 1: Your current expiry date is 15th April. You buy a $5 top-up (90 days extension) on 1st April. Your new expiry date will be 14th July.
Example 2: Your current expiry date is 15th July. You buy a $10 top-up (90 days extension) on 1st April. Your new expiry date would be 14th July, which is earlier than your current expiry date. Therefore, your expiry date will not be extended.
Can I forgo upfront payment and pay entirely in instalments?
No, all of our payment options have upfront payments.
Can I still request for the porting if I am not the account holder?
No. The account holder must be the one to make the request to port.
If I purchase on 15th February 2020, is the data pro-rated?
Both bill and data allowance shall be pro-rated depending on the day of the month they sign up.
Will I be notified when I use up my Boosters?
You will be notified when you reach 50%, 80% and 100% utilised data for Boosters.
