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.
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.
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.
DOES RAIN AFFECT THE HSBB TRANSIT SIGNAL?
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.
WHO IS ELIGIBLE FOR BROADBAND?
Imagine caters to all Residential and Business customers with 16/17 business registration document.
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.
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.
CAN THIS SERVICE SUPPORT FAX?
Yes, HSBB can support fax service.
CAN I MAINTAIN OR APPLY FOR SPLIT BILLING?
Split billing is not possible with HSBB because we are doing single billing now.
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.
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.
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.
WHAT IS THE WARRANTY PERIOD FOR THE MODEM (ONT)/TELEPHONE?
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.
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.
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.
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.
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.
