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

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

New Customers

• New customers will be offered new broadband plans from 1^st 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)

• 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)

• 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. 

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

2. 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.

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.

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.

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

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

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

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

Anyone who resides in locations that are HSBB network ready

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.

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.

Split billing is not possible with HSBB because we are doing single billing now.

Yes, you can still enjoy other services with HSBB. You will need to fill in a form to subscribe to imagine Value Added Services.

The contract period is a minimum of 12 months (1 year).

If the location you are moving to is HSBB ready, then you will be charged with a relocation fee.

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.

If you have applied for HSBB online or at imagine Centre, our call agents will call you to update the status of your application.

Yes, all services will be affected.

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.

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.

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.

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.

Yes. However, we advise that you keep to the prior appointment or inform us in advance if you intend to cancel an appointment.

Installation process will normally be completed within ten (10) days if no issues are found.

After installation process is complete, the modem (ONT) will be immediately activated and ready for use.

You will receive a new ONT Optical Modem which will be installed on the day of installation.

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.

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.

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.
 

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.

No, it does not.

Yes, HSBB can support fax service.

One (1) year.

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.

If the modem is faulty after 1 year, you can purchase a replacement from imagine.

You can visit any of our nearest imagine Centre. Upgrades will be free. For plan downgrades, a charge of $50.00 applies.

No, the device will still be the same.

No, you can still use the same account for HSBB.

Yes, you can use other brand’s cordless phone, provided that it is approved by AITI.

Yes.