1.1 Whiz Communications Pte Ltd (hereinafter referred to as WhizComms) reserves the right to approve or reject any application by the Subscriber for a WhizComms account. The minimum age of a subscriber should be 18 years old and above with a valid credit card or bank account. WhizComms may, at its discretion, without prejudice, perform credit assessment on the subscriber.

1.2 All prices quoted are in Singapore dollars and inclusive of prevailing GST.

1.3 Applicable for any residential subscriber whose installation address is within fibre-ready locations.

1.4 The provided installation address must be Next Gen NBN certified fibre-ready for the Service by NetLink Trust (NLT). Check your installation address here. You may view all NLT charges here.

1.5 NetLink Trust Service Activation Fee (clause 1.9) is applicable for every new fibre service activation. You may view all NLT charges here.

1.6 Tenancy Agreement of the installation address is required for any applications made by the tenant of the rented unit. A letter of authorisation will also be required from the landlord in the event the rented unit is required to install the fibre termination point.

1.7 A $200 deposit is applicable to subscribers who are Non-Singapore citizens/Non-PR or have credit risk when subscribing to WhizComms service. The deposit will be collected upon application of service and refunded upon return of loaned equipment in working condition and with no outstanding payment. WhizComms may, at its discretion, also reserve the right to request for full payment of the subscribed contract value.

1.8 All broadband contracts will be auto-renewed on a rolling month basis (no contract) after contract expiry until WhizComms receives renewal or termination instruction from the subscriber. A contract expiry notice will be sent to the subscriber within 1 month before the contract expiry date. Auto-renewal subscription prices will be based on the following:

10Gbps Broadband will auto-renew at 10Gbps No-Frills Plan – $35.00/mth

3Gbps Broadband will auto-renew at 3Gbps No-Frills Plan – $32.00/mth

2.5Gbps Broadband will auto-renew at 2.5Gbps No-Frills Plan – $28.00/mth

Legacy 1Gbps & 300Mbps Broadband will auto-renew at the current subscription price

1.9 The list of WhizComms’ One-Time Charges, NLT service activation fee and other miscellaneous fees which may incur, in respect of each service address, includes without limitation to the following:

2.1 Value-added services require an active WhizComms Fibre Broadband subscription.

2.2 Value-added services will be billed through the customer’s monthly broadband bill.

2.3 Value-added services have a minimum 1-month subscription period.

2.4 The list of WhizComms’ value-added services and their charges, in respect of each service address

2.5 WhizComms reserve the right to change the product features, pricing, or contract period without prior notice.

3.1 If the subscriber terminates WhizComms Broadband plan before the expiry of the Subscription Period, Early Termination Charges as set out in Clause 1.9 and 3.2 will apply.

3.2 The Penalty for Early Termination of Contract is the Total sum of monthly charges for the remaining contract period. This clause does not apply to auto-renewal contracts.

3.3 Request for broadband service termination must be made at least 7 days in advance by contacting us or submitting the termination form.

3.4 Broadband termination will only be processed after all outstanding payments are cleared. Accounts with unpaid balances will remain active until full payment is received. All loaned equipment (ONR and power adaptor) must be returned to the WhizComms office in working condition within 7 days after the confirmed termination date. A fee for lost, unreturned, or damaged equipment, as stated in Clause 1.9, will apply if the equipment is not returned in working condition.

3.5 Where the subscriber requests to transfer his fibre link to a new internet service provider and such request is granted, the subscriber’s Service will be deemed to be terminated by the subscriber on the date that the fibre link is released by WhizComms.  Early Termination Charges as set out in Clause 1.9 will apply if such termination occurs prior to the expiry of the Subscription Period.

3.6 A final bill will be issued in the month following the confirmed termination, detailing any outstanding charges or refunds.

4.1 Any promotion inclusive of Delivery or Installation will be for weekdays Monday to Friday from 9:00AM to 5.30PM only. Promotion entitlement is for 1 trip per customer. Weekend and after office hours Delivery or Installation is available upon request and is chargeable. Please refer to Clause 1.9 for installation charges.

4.2 For non-promotional delivery and installation charges please refer to Clause 1.9.

4.3 WhizComms Provisioning Team will contact the subscriber for scheduling and installation confirmation after package sign up has been completed. Please allow up to 5 working days to receive this call. Personal verification will be conducted to confirm the identity of the called party as the signed up subscriber. All call conversations will be recorded. Once a date and time period have been confirmed with the subscriber, any subsequent cancellation/termination request will be subjected to early termination charges as stated in clause 3.1

4.4 On-site assessment fee applies in the event that the cause of network connection issues is identified not due to WhizComms’ issued devices but is due to third-party devices connected to your broadband service i.e. PC, laptop, tablet, TV.

4.5 For any request to change the installation appointment day, the installation fee will be charged based on the rate of the initial appointment or the amended appointment whichever is higher.

4.6 Customer may be required to have two installation appointments, one by NetLink Trust, and one by WhizComms. NetLink Trust Fibre Termination Point installation/activation must be completed before WhizComms’ installation of equipment for the service can take place.

4.7 Onsite Wi-Fi Audit is a value-added service provided at no extra charge for all Fibre Broadband plans with router included. WhizComms Field Engineers will help to locate and advise the position of the wireless routers for the best coverage.

4.8 WhizComms’ field engineers will not be able to assist on any 3rd party wifi routers, IP-Camera, Smart Television or any other form of Internet-related devices wired or wireless on the day of installation of WhizComms Broadband service. Any 3rd party internet devices not procured from WhizComms will require the subscriber to seek assistance from the manufacturer on its enquiries.

4.9 Our broadband service does not include additional wiring, cabling, data point installation or contractor work such as drilling or hacking. Customers are responsible to ensure that their home is fibre-ready, and engage with certified contractor or electrician on their own.

4.10 WhizComms strongly encourage subscribers to show equal respect to its field engineers, and not to exhibit aggressive behaviour, any form of harassment or improper conduct during installation of internet service. Any such feedback will be dealt with by advising the field engineer to recover all installed items and leave the premise. Follow up actions may include making a Police report for further investigation and/or legal prosecution.

4.11 Service issues arising from unauthorised configuration, modification, or tampering with our Optical Network Router (ONR) will not be deemed as hardware failure. Any troubleshooting or onsite visit required as a result will be subject to applicable charges.

4.12 Troubleshooting mechanisms currently practiced by WhizComms is as follows;

1. PON Light indicator is RED

• Request customer to change yellow fibre patch cord (Available at IT stores).
• WhizComms can also provide at no charge. Collection is during WhizComms office hours (Please contact at least 1 hour prior to arrival).
• If it is not a fibre patch cord failure leading to PON RED, WhizComms will undertake the rest of the procedures to rectify the fault.

2. No Internet Light

• Factory reset the Optical Network Router.
• Contact WhizComms to perform a network profile reset.
• If issue continue to persist, WhizComms will undertake the rest of the procedures to rectify the fault.

3. Low Speed

• Connect with a wired connection between the Optical Network Router and your PC/laptop.
• Option to use the wired connection to your wifi router, and connect it to the PC/laptop.
• Use the app in https://www.speedtest.net/apps/desktop, and set the server to Singtel before starting the test.
• Ensure wired and wireless network adaptor is able to support your subscribed speed.
• Ensure the ethernet cable is Cat 5e (for 2.5Gbps and below), or 6 (for 3Gbps and 10Gbps). The information is available on the cable.
• Conduct the speed test once all conditions are met.
• If the low speed persist due to wifi connection, please refer to point 5 below, information on wifi manufacturer for further troubleshooting and support.
• If the low speed persist on wired connection, WhizComms will undertake the rest of the procedures to rectify the fault.

4. Website access issue (Not inclusive of iMDA’s website Blocking Order)

• Connect with a wired connection between the Optical Network Router and your PC/laptop.
• Go to the browser save the result of www.whatismyip.com.
• Go to command prompt under Windows System menu and type [ tracert “website name” ], save the result.
• Send the saved results to the support email of the website in question (Likely issue is the website has blocked the IP shown in www.whatismyip.com).
• Further proof is to go to https://wq.apnic.net/static/search.html. Enter the whatismyip.com IP address to have more details which the website tech support can validate, verify and confirm.
• If the issue persist, send the saved results to [email protected] for follow up with the website in question.

5.1 Wireless Devices – Optional for new WhizComms Broadband Service subscription and available for one-time purchase as well as subscription packages.

5.2 Please note the support versions for Deco mobile app:

• Deco IOS. Requires iOS 9.0 or later.
  ▸Deco Android. From version 4.4 or later.

5.3 For technical support or warranty issues, please contact product manufacturers/distributors. Respective Hotline numbers can be found in the accompanied product as well. For convenience, please refer below:

TP-Link Archer/ Deco wireless router

Troubleshooting Enquiries:

• TP-Link Helpline: +65 6284 0493
• TP-Link Email: [email protected]
• TP-Link Live Chat Support: https://www.tp-link.com/sg/support/contact-technical-support/#LiveChat-Support
• Service Time: 24/7

Warranty 1-for-1 exchange (RMA) at Ban Leong Technologies Limited (Authorised Service Centre for TP-Link)

• Warranty Period: 3 Years
• Service-Hotline: +65 6512 9250
• Address: 150, Ubi Avenue 4, #04-01, Singapore 408825
• Operating Hours: 9AM to 5PM (Monday to Friday); 9AM to 12PM (Saturday)
• Closed on Sunday & Public Holiday

TP-Link Aginet HB810 Mesh Router

Troubleshooting Enquiries:

• WhizComms Helpline: +65 6797 0778
• WhizComms Email: [email protected]
• WhizComms Live Chat: https://whizcomms.com.sg/contact-us/
• Office Hours: 10am to 5pm (Weekdays excluding Eve of Public Holidays and Public Holidays)
• Live Chat Hours: 9am to 9pm (Weekdays), 9am to 6pm (Weekends, Eve of Public Holidays and Public Holidays).
• Warranty 1-for-1 exchange (RMA) at Whiz Communications Pte Ltd

Warranty 1-for-1 exchange (RMA) at Whiz Communications Pte Ltd

• Warranty Period: 3 Years
• Address: 150 Kampong Ampat, #01-03 Singapore 368324
• Office Hours: 10am to 5pm (Weekdays excluding Eve of Public Holidays and Public Holiday

AC1900 Wireless Router

Troubleshooting Enquiries:

• WhizComms Helpline: +65 6797 0778
• WhizComms Email: [email protected]
• WhizComms Live Chat: https://whizcomms.com.sg/contact-us/
• Office Hours: 10am to 5pm (Weekdays excluding Eve of Public Holidays and Public Holidays)
• Live Chat Hours: 9am to 9pm (Weekdays), 9am to 6pm (Weekends, Eve of Public Holidays and Public Holidays).
• Warranty 1-for-1 exchange (RMA) at Whiz Communications Pte Ltd

Warranty 1-for-1 exchange (RMA) at Whiz Communications Pte Ltd

• Warranty Period: 1 Year
• Address: 150 Kampong Ampat, #01-03 Singapore 368324
• Office Hours: 10am to 5pm (Weekdays excluding Eve of Public Holidays and Public Holidays)

6.1 The following speed test results are based on Singtel’s measured readings across peak and off-peak hours. It is validated from April to July 2025.

2.5Gbps Broadband
Note: Each device connection will be up to 1Gbps, with a total maximum bandwidth of 2.5Gbps.

Typical Local Download Speed for Wired Connection: 904.36 – 905.22Mbps

3Gbps Broadband
Typical Local Download Speed for Wired Connection: 2503.03 – 2706.91Mbps

10Gbps Broadband
Typical Local Download Speed for Wired Connection: 7573.90 – 7785.33Mbps

The typical download speed range is computed to reflect that, at least 90% of the time, a user should experience the lower bound speed or higher.
*Peak hours are generally from 7pm – 1am, while off-peak hours are generally from 1am – 7pm.

To know more: https://www.singtel.com/personal/support/broadband/typical-download-speeds.

6.2 WhizComms will not be responsible for the connection speed and quality of the subscriber’s wireless devices. Speed and quality on wireless devices are dependent on the wireless device’s network access hardware, software and many home environmental factors which will cause the signal strength to vary or fail, which WhizComms cannot control. WhizComms shall not be liable for any loss or damage arising from such issues. The subscriber shall be solely responsible for providing necessary complementary equipment like repeaters, at its own cost, to extend wireless coverage beyond above mentioned limitations.

6.3 General performance of the service is also subject to availability of suitable equipment and accessories, availability of a suitable network infrastructure and fibre coverage at the time of installation and thereafter. WhizComms strives to provide the best available speed and quality based on factors within its control.

6.4 The ONR is an on-loan equipment, provided during installation at subscriber’s premise to activate WhizComms Home Broadband Internet Service. WhizComms does not support the configuration of network and security software (e.g. Port Forwarding or DDNS) as part of its provided Broadband Internet Service packages.

7.1 Use of Whiz Fibre Broadband services constitutes acceptance of the WhizComms’ terms & conditions which shall include, but without limitation to, the following:

a) it is only used for lawful purposes and subscriber shall bear the responsibility that its use complies with all applicable laws.  The Subscriber is responsible for all use of the account, with or without the knowledge or consent of the Subscriber.

b) WhizComms reserves the right, at its sole discretion, with or without notice, to remove or refuse to post material or to suspend or terminate service provided to any Subscriber if the Subscriber or any end-user using Subscriber’s services or facilities, directly or indirectly:

• violates the rules, regulations and policies applicable to any network, server, computer database, website or newsgroup that subscriber or end-user accesses;
• send or facilitates the sending of unsolicited bulk mail messages (email spam) to any person or system;
• uses the service in a manner which is intended to abuse or to violate the property rights of others;
• uses the service in a manner that infringes on the intellectual property rights of any third party or any rights of publicity or privacy;
• publishes or communicates material that is obscene, defamatory, trade libellous, unlawfully threatening or unlawfully harassing;
• uses the services to attempt to break security or to access an account without authorisation;
• attempts to or resells Whiz Fibre Broadband service without WhizComms’ express authorisation;
• uses the service to conduct any other activities which WhizComms determines are injurious to its subscribers, operations, or reputation;
• uses bandwidth or disk space in access of limits permitted in account descriptions;

c) WhizComms shall not be liable for any damages of any nature suffered by the Subscriber or any third party resulting in whole or in part from WhizComms’ exercise of its right under these policies.  By using WhizComms services, Subscriber agrees to waive and hold harmless WhizComms from any claims relating to any action taken by WhizComms including conducting an investigation, issuing a warning, refusing to post material, removing material, or suspending or terminating services, or other appropriate action.  This waiver applies to all violations described in the terms & conditions.

d) WhizComms reserves the right to amend, alter, or modify this terms and conditions at any time in its sole and absolute discretion.  Any amendment or modification is effective when posted and any use of the WhizComms’ services after the posting of a modification or amendment will be considered acceptance of those modifications.

e) Violations of this policy may be reported to WhizComms via email: [email protected].

f) The Subscriber shall be solely responsible for ensuring that their client software is suitable for their needs and it is compatible for use with any equipment used by him or it, whether or not WhizComms introduces any changes to the services.

8.1 By completing the registration process for any service provided by WhizComms, the Subscriber is deemed to have accepted and agreed as follows:

• that the service is provided on an “as-available” basis to be used at own risk
• disclaim WhizComms of any liability that may arise out of such use
• agree to be bound by WhizComms terms and conditions in its entirety

8.2 The Subscriber shall promptly pay WhizComms all the fees and charges payable to WhizComms on the due date, failing which a late payment charge of $20.00 will be levied on a monthly basis.

8.3 The Subscriber shall promptly check and verify the accuracy of each bill, and notify WhizComms in writing of any error, inaccuracy or discrepancy within 10 days of bill issuance.  Notwithstanding any such dispute, the Subscriber shall agree to the payment of the charges or amount of the bill to WhizComms that are not in dispute.

8.4 Effective 12 January 2023, Statement Of Account requests will be chargeable at $20.00 per request per statement.

8.5 Payment method is through credit card or inter-bank GIRO.

8.6 Credit card details will only be for validation and verification during service subscription. The credit card validation of $0.10 is made to your bank and will be released within 7 days. No payment will be deducted.

8.7 Credit Card or inter-bank GIRO deductions will be made upon issuance of e-bill to subscriber account.

8.8 All payments charged to Subscriber’s designated credit card or bank account are subjected to the same terms and conditions governing the credit card or bank account.  The Subscriber shall notify WhizComms if the designated card is lost, stolen, expired or is terminated for any reason.

8.9 WhizComms bills their Subscribers monthly only in e-bill format. The billing cycle starts on the 1st of each month and ends on the last day of the month. The 1st month bill will include the pro-ration of last month and the whole of current month bill period. Subsequent bills will detail the current month’s subscription.

8.10 WhizComms will deduct all current and outstanding bills by 16th of each month.  If 16th falls on a Saturday, Sunday or Public Holiday, the deduction will be made on the next business day. Any payment in excess will be automatically allocated for the following month’s bill deduction in part or in full. In the event that a refund request is made, the requesting subscriber will have to send an email to [email protected] with the amount and contact number for the arrangement of the collection at WhizComms office.

8.11 WhizComms reserves the right to suspend or terminate service(s) provided to the Subscriber if payment has not been received by WhizComms after payment due date.  Once an account has been suspended, re-activation of service can only be requested upon receipt of full payment on the amount outstanding and a service re-activation fee. Re-activation may take up to 3 working days to complete. Subscription will not be pro-rated during suspension period. When an account has been terminated, re-subscription can only be requested upon receipt of full payment on the amount outstanding and the remaining unfulfilled contractual amount. Re-subscription will require a $200 deposit based on No-Frill package only. Please note that any unpaid overdue payments will be listed in DP SME Credit Bureau database and this record may be assessed by financial institutions and other approving credit companies. Please contact us if you require more information on payment method arrangements

8.12 WhizComms will periodically send marketing and promotional materials via emails to subscribers. An opt out option is available in the email for subscribers who does not wish to receive future materials.

8.13 The Subscriber shall use the service in accordance with the directions of WhizComms from time to time and WhizComms shall not be liable for any losses, damages, claims, liabilities, costs or expenses suffered or incurred by the Subscriber resulting from the failure by the Subscriber to do so.

8.14 WhizComms strongly encourage subscribers to show equal respect to its customer care, and not to exhibit improper use of language or any form of verbal/written harassment during call, chat or email conversions. Any such feedback may be reported to the police for further investigation and/or legal prosecution. All recordings will only be provided as legal evidence.

8.15 This Agreement is governed by and shall be construed in accordance with the laws of Singapore and the parties hereto submit to the non-exclusive jurisdiction of the courts of Singapore.

8.16 WhizComms reserves the right to amend, change or withdraw any terms and conditions without prior notice.