FREQUENT ASKED QUESTIONs (FAQs)
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You can choose your installation date when you sign up online.
You may receive a call and an email confirming your installation date once we have processed your order within 5 working days. For any enquiries, you may contact our Careline at 1300-38-8000 or email us at firstname.lastname@example.org.
Please contact our Careline at 1300-38-8000 or email us at email@example.com for further assistance.
You have to prepare at least two (2) power outlets for equipment setup. If your subscription include voice plan service, then please ensure that you have an additional power outlet.
We recommend for the applicant to be present during installation day. However, if you are not available during the installation date and time, you may appoint an individual aged 18years and above, who can decide for placement of the equipment or any other decision, especially when it involved non standard installation at your premises and you have to acknowledge the completion of installation.
A City Broadband authorised installer will carry out the installation.
No, that would not be necessary. City Broadband plan comes with ONU, WiFi router & DECT phone (if applicable) and installation services.
No, installation charges are waived for standard installation as stated in the below table. Additional charges may apply, subject to additional charges based on Allo’s non-standard installation Rate Card.
|High Rise Building||Landed Building|
|1. Building with Pre-laid fibre
2 meter fibre optic patch cord from existing fibre wall socket
|1. Where the Fiber Distribution Point (FDP) is on the Pole
From pole straight to the entry wall
|2. Building with Non Pre-laid fibre
Fibre optic drop cabling from point of DP of riser to Optical Network Unit (ONU) with surface cable clip including Fibre Wall Socket (FWS) installation and 2 meter fibre patch cord visible cabling
|2. Where the Fiber Distribution Point (FDP) is on the ground
If the cable blocked outside the customer’s compound
Yes, however, we recommend that only City Broadband-authorised installers perform any installation-related work to ensure that they are completed correctly and to the highest level of quality. All costs incurred are payable directly to the City Broadband-appointed installer.
Yes, some drilling may be necessary for Point of Entry, but we will request your approval prior to it.
Yes, but it is subject to additional charge(s) and is payable directly to the City Broadband’s appointed installer.
Installation can take 2 to 4 hours, depending on the type of unit you live in. The installation process involves a site survey, ducting, piping, electrical work, equipment configuration and testing.
We try to serve our customers the best that we can, but there might be instances where we face a delay or late approval from the authority, especially when it involves a power/TNB pole. We need to have authorised personnel with CERT to do any installation at TNB pole. If you have not received any confirmation from us, please contact our Careline at 1300-38-8000 or email to firstname.lastname@example.org