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 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.
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 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.
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 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
WHAT EQUIPMENT WILL I RECEIVE AND WHEN?
You will receive a new ONT Optical Modem which will be installed on the day of installation.
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.
IF I UPGRADE/DOWNGRADE MY SERVICE, WILL MY DEVICE ALSO CHANGE?
No, the device will still be the same.
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.
HOW LONG IS THE CONTRACT PERIOD?
The contract period is a minimum of 12 months (1 year).
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 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.
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.
IF MY HSBB IS DISCONNECTED/TERMINATED, WILL IT AFFECT MY VOICE SERVICES TOO?
Yes, all services will be affected.
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.
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.
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.
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.
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 |
