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 by logging in to imagineGo web self-care or imagineGo mobile app. If you don’t have a imagineGo credentials yet, you may refer to the imagineGo ‘How to Sign Up‘ 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 IMAGINEGO USER ID?

imagineGo User ID cannot be altered once successfully registered.

I FORGOT MY IMAGINEGO 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 IMAGINEGO MOBILE APP?

Currently broadband upgrade is only available for residential fiber customers via imagineGO web Portal. 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. If you’d like to upgrade your plan, kindly follow these steps below:

  1. Click on ‘imagineGo Login’
  2. Sign in to your Dream Broadband account credentials                                              
  3. Click ‘Overview’ and scroll down                                                      
  4. Click ‘Upgrade’ and choose your preferred plan
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.

WHAT IS THE BROADBAND UPLIFT INITIATIVE?

This nationwide Fixed Broadband uplift initiative aims to improve the online experience for broadband users by providing better value and higher speeds.

Starting 1st September 2022, imagine is introducing new plans and pricing for both existing and new customers on fibre plans.

HOW WILL THIS IMPACT NEW & EXISTING CUSTOMERS?

New Customers

  • New customers will be offered new broadband plans from 1st September onwards

Existing Customers

  • All existing customers will be automatically moved to the new Dream Broadband plans.

  • There will be no changes to your existing contract terms or contract period.

Existing Customers on No Contract plans

  • You will be automatically moved to higher speed plans and there will be no changes to your monthly rental. However, you will receive additional data if you renew your contract to 12 or 24 months.

Existing Customers on No Contract plans (1.6TB Plan)

  • You There will be no changes to your current broadband plans and your monthly rental. However, you will enjoy more benefits, such as savings on your monthly rental with a higher speed, when you recontract your plan to 12 or 24 months. 

Existing Customers on No Contract plans (Unlimited Plan)

  • You There will be no changes to your broadband plans and your monthly rental. However, you will enjoy better experience and more benefits such as higher speed at the same current monthly rental when you recontract your plan to 12 or 24 months. 
CAN I DOWNGRADE TO THE NEW PLANS?

Customers will be given a one (1) month grace period from 1st to 30th September 2022. During this period, customers can downgrade at no additional charge.

  1. Customers on No Contract plans

  • Customers are allowed to downgrade to any plan within the grace period

  1. Customers on Contract plans or Dream Bundle

  • During the grace period, customers who downgrade their plans will have their contract renewed for 12 or 24 months.

  • Should customers wish to downgrade after the grace period, they will be required to settle all penalty fees, remaining balance of your contract period and any outstanding bill.

WHAT WILL HAPPEN IF MY CONTRACT PERIOD ENDS?

You will automatically be moved to a no contract plan, but with less data. There will be no changes to your monthly rental. To continue enjoying more data, simply renew your contract to 12 or 24 months.

HOW LONG CAN I STAY UNDER A NO CONTRACT PLAN?

You can stay for as long as you wish. However, you will enjoy more benefits i.e. more data or savings when you renew your contract.

I AM SUBSCRIBED TO DREAM BUNDLE. WILL MY BROADBAND PLAN BE UPGRADED?

Yes, Dream Bundle subscribers’ broadband plans will be upgraded. There will be no changes to your existing contract terms.

I AM ON AN EXISTING DEVICE BUNDLE. WILL MY CONTRACT BE RENEWED?

No, there will be no changes to your existing contract terms.

I AM CURRENTLY SUBSCRIBED TO A DEVICE BUNDLE. CAN I MOVE TO A NO CONTRACT PLAN?

Yes. You will be required to settle any device penalty fee and remaining balance of your contract period.

MY IMAGINEGO APP STILL STATES MY OLD PLAN AFTER BEING MOVED TO THE NEW PLAN.

Kindly try logging out of the app and logging back in to refresh your plan. If the problem persists, Talk2Us by dialling 111.

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.

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
WILL YOU NEED TO ENTER MY HOUSE DURING INSTALLATION?

Yes, UNN 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, UNN technician will arrive at the appointed time and identify himself upon arrival at your premise with a UNN 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.

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.

CAN THIS SERVICE SUPPORT FAX?

Yes, HSBB can support fax service.

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.

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 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.

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.