Mobile FAQ

For this mobile plan, the customer pays at the beginning of every month based on the plan they are subscribed to, and any additional charges accrued during the month.

For new Wish Postpaid application, you will need to pay:

0 & 6-month contract period:

• Yellow & Red I.C holders: $50.00 
• Green I.C holders: $100.00 

12 & 24-month contract period:

• Yellow & Red I.C holders: Waived 
• Green I.C holders: $100.00 

The data will be refreshed on the 1st of every month.

Both bill and data allowance shall be pro-rated depending on the day of the month they sign up.

Yes, they do include calls and SMS to local mobile operators and landlines

No, there are no contracts for Wish Prepaid.

Data usage notifications will be sent to customers when they have utilised 75% and 100% of their data. Once data from the base pack has been fully used, the customer will be on PAYG rates.

We will send your bill to the email address you have provided to us. Therefore, it is important for you to provide us with an active and accurate email address. 

If you don’t pay your bill by the date indicated on your bill, your line will be suspended one day after the due date.

There will be no late charge fee. However, we will suspend your line one day after the due date.

You can choose to sign up for contract OR non-contract plans.

We offer 6 and 12 month-contracts for Postpaid Plans. We also offer no contract plan should you be interested to try us out!

All active boosters will be de-allocated from the plan.

Head to our imagine Centre or register via Online Store on our imagine website.

Wish Prepaid Starter pack comes with:

• Free 2GB data 
• $5 Credit
• 20 mins call
• 20 SMS

1) Credit top-ups:
    – All imagine Centres
    – Mobile App / Web Portal
    – Third-party retailers
2) Vouchers
    – All imagine Centres
    – Third-party retailers
3) Boosters
    – All imagine Centres
    – Mobile App / Web Portal
    – Booster SMS
    – Mybillpayment App
    – PayExpressPos

You can buy and ‘stack’ Boosters on top of an existing one, as long as they’re of the same type.

e.g. If you buy a Lifestyle Social booster, you can stack a Lifestyle Video or Lifestyle Social booster on top of it.

Boosters will be used up according to date/time of purchase.

Yes, our plans are 4G+ enabled.

As for now, annual license fees are on us until further notice.

The PAYG rates are:

•  Local Data $0.01/ 256kb | $1.00/ 25MB | $40.00/ 1GB
• Local Calls $0.05/ 30 secs
•  Local SMS $0.05 / SMS (160-character limit)

PAYG rates apply if you have no active Boosters, and remains so until you:
1) run out of credit, or;
2) reach the Daily Cap (and receive Daily Cap reward)

This means we’ve set your daily PAYG usage to $15. When you reach Daily Cap, you’ll receive Unlimited data* on us! The Daily Cap reward is only valid until the end of the day i.e. 11:59 PM.
*Terms & Conditions apply

You will then be charged PAYG rates.

*610# for Main Menu
*610*1# – to Check balance
*610*2# – to Show bonus data from credit recharge
*610*3# – to Recharge credit with purchased vouchers
*610*4# – to Transfer credit to another Wish Prepaid line
*611# – Directly recharge credit with voucher
*616# – Directly check balance
*617# – Directly transfer credit

Yes. However, there must be a minimum balance of $5 before and after credit transfer.

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.

As for now, this feature is not yet available.

You can still top up within 60 days after the expiry date. Depending on the grace period, a portion of your credit balance will be refunded prior to top-up (see below).

Your Prepaid line will be permanently deactivated.

Yes, top-up via BIBD app is available.

You can only choose Standard numbers for Wish Prepaid.

Yes! You can head over to our nearest imagine Centre or you can port in via our Webstore (https://mobile.imagine.com.bn/sales-area#brochureware-home)  

As for now, changing your Postpaid subscription to Prepaid is not available.

Head to our imagine Centre and our staff would be happy to assist with your request.

Credit balance will remain the same in your new SIM, as long as it’s still the same number.

You will be notified one (1) day & seven (7) days before the expiry date.

You will be notified when you reach 50%, 80% and 100% utilised data for Boosters.

You can sign up for device bundle at imagine’s Citis Square and Panaga Centres, or on our Webstore (https://mobile.imagine.com.bn/sales-area#brochureware-home).

However, online bundling is only available for new Wish Postpaid Mobile plans. Customers who wish to bundle their existing Wish Postpaid Mobile line can do so at imagine Centres.

Device bundling is available for Residential customers only.

No. Imagine will continue to bring more mobile devices for bundling in the future.

No, as long as it is one Postpaid plan to one device (1:1).

Instalments will be billed to the Wish Postpaid Mobile account bundled with the device.

Customers bundling with existing Postpaid plans are not required to pay any deposit.

Customers are only required to pay a deposit if they sign up for a new Postpaid Mobile plan/service. 

For new signups, delivery will take 2-3 working days.

For Port-In customers, the SIM card & device will be delivered separately, as the device will only be delivered upon successful Port-In. Delivery will take 2-7 working days.

No, bookings are not allowed.

No. Devices are only available for bundling with Wish Postpaid Mobile plans.

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.

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

Yes, you are required to sign a separate T&C in addition to the Wish Postpaid Mobile T&C and contract.

The Wish Postpaid 10% discount will be deemed void and you will no longer receive the award.

Your contract will be refreshed. Your deposit will be carried forward and you are only required to make an upfront payment on the chosen mobile device.

Your Postpaid plan pricing will remain as is, provided that your Broadband service is still active.

Yes, provided that you have an active Broadband service.

Any change of ownership (with the exception of deceased) is not allowed.

You are required to settle a total of the remaining device instalments and Wish Postpaid Mobile rental charges for the remaining months on the contract.

No. You can only bundle one device with one Wish Postpaid Mobile plan.

No.

No, all of our payment options have upfront payments.

Yes. Kindly provide a signed authorised letter and signed IC copy of the applicant.

Customers can claim the warranty (if valid) and send the device for repairs.

imagine will not be liable for loss or theft.

As the devices are on a First Come First Serve basis, kindly contact or visit our imagine Centre at Panaga or Citis Square.

1. Seven (7) days warranty for Exchange in case of any defects or quality-related issues (Non-Human Factors)
2. Two (2) years warranty for Hardware issues
3. Lifetime warranty for software issues
4. 6 months warranty for accessories from date of purchase e.g. charger, data cable and earphones

Note: The warranty does not cover liquid damage, cracked screen, drop damage or burn marks. 

You may claim your warranty at imagine’s Panaga or Citis Square Centres or at Vicom service Centre.

Vicom Service Centre:
Unit 07 & 08, 1st Floor, Block A
Little Soho, Spg 73-5-8, Jalan Batu Bersurat
Kg Pangkalan Gadong, BE3719, Brunei Darussalam
Contact No:  +673 223 5905

Kindly visit an imagine Centre and our representative can verify whether your warranty is still valid. 

Fault claims after the warranty period are no longer applicable. Customers can choose to repair their phone at Vicom or other service centres at their own cost.

imagine does not sell device accessories. 

1. Customer drops off the device at imagine Centre Panaga or Citis Square.
2. Customer presents valid Warranty Card & valid IC
3. CSR to verify that the warranty and IC are valid 
4. CSR to fill in Vicom’s Job Order Receipt Book and provide copy of receipt to customer.
5. Inform customer they will be contacted when device is ready to be picked up
6. Contact Vicom to pick up customer’s device 
7. Vicom sends customer’s device back to imagine Centre
8. CSR to contact customer once the device is received

You are required to present your IC and a valid warranty card.

It is an annual mobile license fee of B$25.00 that every mobile subscriber pays per mobile line. It is charged starting on the date of registration and then annually on each anniversary until the service is terminated.

From 24th January 2020 onwards, the $25 Annual License fee is revised to B$0.

Prepaid and postpaid mobile subscribers whose Annual License fees were due on or after 24 January 2020 and have paid for it, including subscribers whose accounts have been temporarily disconnected or terminated after paying the Annual License fee.

Mobile Service Provider A will refund your Annual License Fee.

No, you will not be refunded.

Customers will be refunded starting from the 30th day after the official public announcement.

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.

Talk2Us at 111 or visit your nearest imagine centre for updates on the refund process.

Number Portability is a service that allows you to keep your existing phone number (“porting your number”) be it mobile or fixed, when you decide to switch your service provider within Brunei. We call this “Number Portability Service”.

All mobile or fixed line customer who has an active mobile or fixed line service can enjoy Number Portability service.

You can keep your number when you change your number between imagine, DST and Progresif.

Yes. Brunei Number Portability is available to all Postpaid and Prepaid Mobile phone numbers.

Yes. You can keep your existing fixed line number if you change from the previous Service Provider to your chosen service provider.

No. You only can port between mobile phone numbers and between fixed line phone numbers.

All you need to bring is your IC, to any of our the branches operated by your chosen Service Provider.

Customer must ensure that all overdue (past due) outstanding is settled prior to porting.

No. The account holder must be the one to make the request to port.

Number Porting for imagine’s Postpaid and Pre-Paid mobile service is now available on www.imagine.com.bn/.

You can visit any of our stores. Kindly review our operation hours on our website. You may also call us at our Talk2Us customer care line at 111 to find out further details prior to making a decision.

Yes. You can choose any plans you desire for your next preferred Service Provider.

Yes. You will receive a new SIM card during the time of request to port at our imagine centre  or via imagine’s website.

No, you will not be able to receive any incoming SMS/calls/Emails/data once service is deactivated.

All VAS/ Quota Top Ups/ allocated quota/Voicemail/text messages from your previous service provider will be void. However, you will be able to select new plan and VAS with your new Service Provider as you wish.

Your former Service Provider is only allowed to contact you to recover any outstanding payments, should there be any.

You will still be able to use their existing/previous Service Provider’s service during the wait/transition time and you will be liable to pay the period of usage of the service to the previous Service Provider. Once the service provider receives an SMS confirmation from you to validate your porting request, you will not be able to use the service.

Customer would need to contact the new service provider or visit any of their stores for help.

You will face a service disruption of minimum 3 hours to a maximum of 24 hours.

No, that’s not necessary as when you sign your porting request form with imagine, you are automatically authorising us to instruct the former Service Provider to disconnect the service when porting takes place.

You would need to contact the new service provider either 111 for imagine, 151 for DST or 177 for Progresif or visit any branches operated by your Service Provider of choice for assistance.

Yes, only when you have an outstanding due amount with the previous Service Provider.

Free of charge. The porting of your phone number from one Service Provider to another is free.

There will be an upfront registration cost of $8 for Wish Prepaid or a deposit as below for Wish Postpaid Mobile:

0 & 6-month contract period:

• Yellow & Red I.C holders: $50.00 
• Green I.C holders: $100.00 

12 & 24-month contract period:

• Yellow & Red I.C holders: Waived 
• Green I.C holders: $100.00 

Any remaining balance will be forfeited upon successful porting.

Your bill cycle will change as per your new Service Provider’s business rules.

This will depend on your agreed terms and conditions of service from the previous Service Provider. 

No, your annual license fee date will be carried over from your previous service provider.

The amount will reflect in your last bill from your previous provider and will need to be settled before the specified due date.

The remaining contractual commitments will be reflected in your next bill.

24th January 2020

You can only switch the same number to another Service Provider 3 months after the initial porting.

You can request to port any day of the week between 9:00am to 9:00pm depending upon the Operating Hours of each Service Provider.