Broadband handover guide: practical details for property agents

Agent briefing / 01

Give your consultant the property and move-in context

Alongside the referral, share the unit address, move-in date, client’s preferred language (if known), bedroom count, approximate unit size and pass type so the consultant can assess plans and equipment.

Stay in a group chat with i-TUP and the client, or send the completed application for the client to review and e-sign. This helps overseas clients or those using an agent. The client must sign it.

The team aims to contact a referred client within the working day using your name. Contact the case salesperson for follow-up; if the client goes quiet, send a brief reminder.

Agent briefing / 02

Help overseas tenants prepare their documents and contact details

Expat and student tenants may be eligible with a work or student pass. Ask i-TUP to check the client’s circumstances; approval is not automatic.

Provide the front and back of the applicable identity document or pass:

• NRIC;
• Employment Pass, S Pass or Work Permit; or
• Student Pass or Dependant Pass.

If the physical pass is not ready, an In-Principle Approval (IPA) letter with a passport copy may be accepted under current guidance. The consultant confirms required documents. Share them only with consent through the agreed channel.

For passport-only applications, the guidance includes a refundable $250 deposit when service ends under applicable terms, plus a $2.73 monthly paper-bill charge. Confirm acceptance, charges and refund conditions before commitment.

Without a Singapore mobile number, discuss an agent’s or friend’s number temporarily for registration and installation, with the number holder’s consent. Replace it with the client’s number at least one day before installation, or confirm the My StarHub process. Ensure someone can act on appointment notices.

Chinese-speaking clients are welcome; i-TUP can assist through WeChat. Ask the consultant for the current channel.

Agent briefing / 03

Match the contract discussion to the tenancy

For a stay of about one year, ask about 12-month residential broadband options, not only the displayed 24-month packages. For an approximately 18-month stay, discuss a 12-month agreement and continuation. Confirm post-contract pricing and terms; do not promise an unchanged rate.

For TV bundles, confirm the TV pass and channel selection before quoting; pricing and content depend on the pass.

i-TUP can discuss an Eight 5G+ mobile SIM with broadband, including 588GB. Confirm the current allowance and terms. Direct other StarHub mobile enquiries to a StarHub shop. Another provider’s mobile line alone does not determine broadband eligibility; ask the consultant to check.

Start on the residential packages page, then confirm current options with i-TUP. This guide is not the plan grid or a promotional price list.

Agent briefing / 04

Refer early and prepare for the full installation window

With a fixed move-in date, refer ideally about two weeks in advance. Allow at least 7–10 days after the signed application for arrangements. These are planning allowances, not guarantees; demand may rise around school-term intakes.

Slots depend on availability and are first-come, first-served. The client must sign before a slot can be booked, and the application must proceed through provisioning. The consultant shares the confirmed date and time slot with the client and agent.

The client, agent or nominee must provide access during one of these two-hour windows:

• 9:00–11:00am;
• 11:00am–1:00pm;
• 2:00–4:00pm;
• 4:00–6:00pm; or
• 6:30–8:30pm.

The installer calls before arrival, but no exact time is promised. Plan access for the full window.

Discuss cancellation terms before signing. The applicable terms include a $239.80 cancellation charge for an HDB or condominium unit when cancelled on or before the confirmed installation date. Review the current application and terms with the consultant.

Agent briefing / 05

Check whether the previous tenant’s fibre port is available

An outgoing tenant’s active line can block installation. The port must be released before the new connection can be installed. Check before handover where possible.

Usually, the outgoing tenant terminates service and asks their provider to arrange release with NetLink Trust. Allow at least five working days.

If the previous tenant cannot be reached, ask i-TUP about a release request with a photo of the fibre termination point. Allow an indicative period of about 14 days for this route. The landlord can also contact NetLink Trust.

These are not NetLink Trust guarantees; timing and route depend on the address and existing service. If a fibre-network issue delays installation, i-TUP reports it to StarHub and updates you and the client. Some cases take weeks, so do not promise readiness before appointment and network status are clear.

Agent briefing / 06

Clarify additional-router costs and setup responsibility

Router needs depend on layout, walls and usage. Before adding equipment, ask the consultant to explain charges and contract treatment for the plan and pass type.

Additional routers on 12-month plans carry these one-time charges on the first bill:

For 24-month plans, the guidance lists an $8 monthly payment option per additional router for NRIC and Employment Pass holders; other pass holders pay the applicable cost upfront. These are customer equipment charges, not referral fees. Confirm pricing and eligibility.

An additional router cannot be removed once added to the contract. Confirm the client understands before ordering.

A landlord may use their own routers, but the StarHub installer sets up StarHub-supplied equipment only. The owner is responsible for configuring privately owned routers afterwards. For complex layouts, discuss setup with i-TUP’s networking team.

Agent briefing / 07

Know the options if the tenancy ends before the contract

A tenancy ending does not automatically end the broadband agreement. Before cancelling, ask StarHub about either option:

• Relocation: one free relocation may be available within the contract. Call 1633 for broadband relocation assistance. Confirm eligibility, new address, appointment availability and charges; do not assume cancellation is free.
• Transfer to the next tenant: outgoing and incoming parties can attend a StarHub shop together to request ownership transfer. Ask StarHub to confirm documents and eligibility for both.

Raise this early if the tenancy is shorter than the broadband contract or the tenant may move again.

Agent briefing / 08

Explain billing, voucher delivery and after-sales support

The agreement and bills are issued by StarHub, not i-TUP. i-TUP supports signup and coordination; StarHub holds the account.

The first bill normally arrives by email about four weeks after installation. Prorated charges may make it differ from the regular subscription, so check the bill.

After installation, i-TUP sends a setup guide, including how to register a HUB ID using a computer. Pay in the StarHub app or at a StarHub shop; check billing questions with StarHub.

For an included voucher, StarHub emails it to the registered email address within three months of installation. Check spam, note the deadline and redeem promptly. Expired vouchers are not replaced under supplied guidance; eligibility, type and value follow the promotion.

For faults or billing problems, call StarHub on 1633. If the client cannot progress an issue, contact i-TUP to help follow up.

Agent briefing / 09

Understand referral eligibility beyond the standard introduction

These referral conditions apply:

• Your own home or investment unit: an agent’s signup may qualify. Confirm referral recording and eligibility; any client voucher is separate and follows its promotion terms.
• Commercial or shophouse referrals: tell i-TUP upfront so it can route the unit through the StarHub Business partner. Referral handling and payment remain through i-TUP under the applicable arrangement.
• Direct StarHub signups: a client signing up online with StarHub or at a StarHub shop is not trackable as an i-TUP referral.
• Another provider or cancellation: no referral fee applies if the client chooses another provider or cancels before installation is completed.
• Eight mobile alongside broadband: an additional incentive may apply for an eligible Eight 5G+ SIM with broadband. Confirm privately with i-TUP.

i-TUP pays eligible referrals by PayNow within three weeks after successful broadband installation. Terms are confirmed when installation completes; signup alone does not trigger payment. Confirm with your consultant.

Referral fee amounts are handled privately; ask i-TUP about the applicable arrangement.

Agent briefing / 10

Keep the right salesperson and contact hours handy

Contact the salesperson handling the referral to view the case history and follow up:

Working hours: Monday–Friday, 9:00am–8:30pm; Saturday, 9:00am–1:00pm. Closed Sundays and public holidays; replies follow next working day.

Before handover

Before handover: five checks worth making

1. Property: is the address recorded, and has the outgoing tenant’s fibre-port status been checked?
2. Client: are documents, language preference and a reachable contact number ready?
3. Appointment: is the application signed, and can someone provide access for the full window?
4. Commitments: does the client understand equipment, cancellation and tenancy-change terms?
5. After installation: does the client know where to find bills and voucher emails, and whom to contact?

Provider procedures, charges, equipment and promotional eligibility can change. Confirm terms for this client and address with i-TUP or StarHub before committing.