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Frequently Asked Questions
Release of Occupied Residential Fibre
What is the "Unreleased Fibre Issue"?
The "Unreleased Fibre Issue" occurs when the fibre port in any termination point of a residential premises is discovered to be occupied by the previous owner or tenant who no longer resides there. To address this, IMDA has mandated a formal resolution process, effective from 3 October 2025.
Who is involved in resolving the issue?
- NetLink Trust (NLT): The fibre network operator responsible for managing the nationwide passive fibre broadband network and fibre connections.
- Incoming RL/ISP: The Requesting Licensee (RL) or Internet Service Provider (ISP) with whom the new owner applies for broadband service.
- Outgoing RL/ISP: The previous Requesting Licensee or Internet Service Provider serving the previous occupant.
What steps must the new owner take to begin the resolution?
The new owner must contact the Incoming Requesting Licensee (RL)/Internet Service Provider (ISP) to request a new fibre broadband service and provide proof of ownership or tenancy.
The Proof of Ownership shall be one of the following types of documents:
- Utility bills or
- Service and conservancy bills or
- Title deed or
- Tenancy Agreements (signed)
What are the responsibilities of the Incoming Requesting Licensee (RL)/Internet Service Provider (ISP)?
Upon being contacted by the new owner, the Incoming RL/ISP will explain the situation to the new owner, request and verify proof of ownership and inform the new owner of the estimated resolution timeline.
The Incoming RL/ISP will have to redact the following sensitive information in the proof of ownership before sharing with NLT:
- Financial information such as bill amounts, property value and rental and other charges, and
- NRIC, Fin, or Passport Number
What does NetLink Trust (NLT) do upon notification?
Upon being notified, NLT will identify the Outgoing RL/ISP, notify them and share the redacted proof of ownership.
What are the responsibilities of the Outgoing Requesting Licensee (RL)/Internet Service Provider (ISP)?
The Outgoing RL/ISP will contact the previous occupant to confirm if the existing fibre broadband service is still required. If the service is no longer needed, submit a termination request to NLT to release the fibre.
The Outgoing RL/ISP shall inform the previous occupant that the service will be suspended or terminated if no response is received within a specified timeframe.
What happens after the fibre is released?
Once the termination request from the Outgoing Requesting Licensee (RL)/Internet Service Provider (ISP) is received, NLT will terminate the fibre connection. Upon being notified, the Incoming RL/ISP shall submit a service order for the new fibre broadband connection.
What is the timeline for the Unreleased Fibre Resolution Process?
The Unreleased Fibre Resolution Process typically takes about 14 business days to complete. This is because it involves coordination between NetLink Trust (NLT), the relevant Internet Service Providers (ISPs), and the previous owner or tenant, who may be uncontactable or no longer in Singapore. In some cases, the timeline can be extended if there are errors in the information provided or disputes that require further investigation before the matter can be resolved.
However, if you are able to contact the previous owner or tenant directly, you may request that they terminate their fibre broadband service so that the fibre port can be released more quickly.
What should owner or tenant do with their fibre broadband services after moving out from their home?
When moving out of a home, the owner or tenant should ensure that their fibre broadband services are either terminated, transferred, or relocated. If the service is left active, the new owner or tenant may need to request that you or your Internet Service Provider terminate it, as they will require the termination point for their own fibre broadband connection. Taking action before you vacate your existing home helps avoid unnecessary delays or complications for the next occupant.
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