section 1a: 2018 fifa world cup russia ... - singtel.com · singapore telecommunications limited...

Singapore Telecommunications Limited Company registration number: 199201624D 31 Exeter Road, Comcentre Singapore 239732 Tel: +65 6838 3388 Fax: +65 6732 8428 www.singtel.com

Section 1a: 2018 FIFA World Cup Russia™ Packaging and Pricing

1. What is the 2018 FIFA World Cup Russia™ Pack and what is the price? The 2018 FIFA World Cup Russia™ Pack will offer complete coverage of all 64 live matches of the tournament in high definition (HD). Customers who sign up for or re-contract Trio / Variety / Value / mio Stadum+ Pack on a 24-month contract will enjoy the 2018 FIFA World Cup Russia™ Pack for free. The 2018 FIFA World Cup Russia™ Pack is also available at a one-time charge of $94.16 (including GST) with the early bird promotion, or regular price of $112.35 (including GST) after 22 May 2018. 2. When can I sign up for the 2018 FIFA World Cup Russia™ Pack? Customers can sign up now for the 2018 FIFA World Cup Russia™ Pack by calling SIngtel’s sales hotline 1609, or visit any Singtel Shop, or online at www.singtel.com/worldcup . 3. Why is the 2018 FIFA World Cup Russia™ Pack so expensive this time round? 2018 FIFA World Cup Russia™ is being made available at the same price as 2014. Amidst a global increase in fees for broadcast rights for the 2018 FIFA World Cup Russia™, Singtel worked with fellow broadcasters to offer the telecast of the tournament at as low a price as the rights owners were willing to accept. We would like to encourage our customers to enjoy the 2018 FIFA World Cup Russia™ for free by signing up for or re-contracting Trio / Variety / Value / mio Stadum+ Pack on a 24-month contract. 4. The telecast of the 2018 FIFA World Cup Russia™ matches is free for most other regional countries. Why is Singtel charging customers such a high fee to watch the 2018 FIFA World Cup Russia™ matches? The economics around telecast rights for 2018 FIFA World Cup Russia™ matches differ from country to country. Singtel worked with fellow broadcasters to offer the telecast of the tournament at as low a price as the rights owners were willing to accept, to try to make it affordable for customers in Singapore. We would like to encourage our customers to enjoy the 2018 FIFA World Cup Russia™ for free by signing up for or re-contracting Trio / Variety / Value / mio Stadum+ Pack on a 24-month contract.

Section 2: Customers signing up on Singtel TV platform

5. I am a new customer to Singtel TV. Can I sign up for the 2018 FIFA World Cup Russia™ Pack without any other content pack on a standalone basis? If so, what are the charges that I will have to pay? Customers can subscribe to the 2018 FIFA World Cup Russia™ Pack at a one-time charge of $94.16 (including GST) with the early bird promotion, or regular price of $112.35 (including GST) after 22 May 2018.The following charges also apply: a. content activation charge of $10.70 b. installation fee of $90.00 for weekday / $140.00 for weekend c. $128.40 for FTTH RG (for TV on fibre customers) d. HD Set-Top Box rental - $4.90 per month (or $12.90 per month for HD DVR Set-Top Box) New customers can sign up for a content pack along with the 2018 FIFA World Cup Russia™ Pack to enjoy waivers of the content activation, installation and modem charges. 6. I am a new customer signing up for the 2018 FIFA World Cup Russia™ Pack without any other content pack, on a standalone basis. In addition to the one-time charge of $112.35 (including GST), why do I have to pay for the content activation charge, installation fees and modem charges? As customers are signing up with Singtel only for the period of the 2018 FIFA World Cup Russia™, we are unable to subsidise these charges.

http://www.singtel.com/worldcup


Customers are encouraged to sign up for the Trio / Variety / Value / mio Stadum+ Pack on a 24-month contract to enjoy the 2018 FIFA World Cup Russia™ Pack for free. 7. I am an existing Singtel TV customer. How can I sign up for the 2018 FIFA World Cup Russia™ Pack? Existing Singtel TV customers can sign up for or re-contract Trio / Variety / Value / mio Stadum+ Pack on a 24-month contract to enjoy the 2018 FIFA World Cup Russia™ Pack for free. Alternatively, customers can sign up for only the 2018 FIFA World Cup Russia™ Pack at a one-time charge of $94.16 (including GST) with the early bird promotion, or regular price of $112.35 (including GST) after 22 May 2018. To sign up, customers can call 1609, or visit any Singtel Shop or www.singtelshop.com. 8. I am an existing Singtel TV customer signing up for a 2018 FIFA World Cup Russia™ Pack. When will my 2018 FIFA World Cup Russia™ Pack on Singtel TV be activated? Activation of the 2018 FIFA World Cup Russia™ Pack can take up to 3 working days after sign up. Telecast of 2018 FIFA World Cup Russia™ matches will start only when the tournament commences on 14 June 2018. Customers are encouraged to sign up for the 2018 FIFA World Cup Russia™ Pack early to enjoy the early bird discount. That will also help to avoid potential delays due to high volume of sign-ups expected as the tournament approaches. 9. When will I be billed for the 2018 FIFA World Cup Russia™ Pack? For new Singtel TV customers, the 2018 FIFA World Cup Russia™ Pack will be billed after your Singtel TV service has been installed at your designated address. For existing Singtel TV customers, the 2018 FIFA World Cup Russia™ Pack will be billed in your next Singtel bill after the service has been activated. 10. Will I get any refund if I terminate the 2018 FIFA World Cup Russia™ Pack subscription before the final match on 15 July 2018? As the 2018 FIFA World Cup Russia™ is a one-month event, Singtel TV is unable to refund or prorate subscription charges. 11. I would like to relocate my Singtel TV service in the middle of the 2018 FIFA World Cup Russia™ telecast period. Can I do so? Yes, a customer can relocate but prevailing relocation charges will apply. Due to the relocation, there will be a transition period where content cannot be accessed on the Singtel TV set-top box. 12. After signing up for the 2018 FIFA World Cup Russia™ Pack and paying the one-time fee of $112.35 (including GST), I decided to sign up to a Trio, Variety, Value Pack or mio Stadium+ Pack on a 24-month contract. Will I get any refund of the one-time charge of $112.35 (or $94.16 early bird price)? Will I get a refund of the other charges such as installation charge or content activation charge too? As the 2018 FIFA World Cup Russia™ is a one-month event, Singtel TV is unable to refund or prorate subscription charges. 13. I am an existing Singtel TV customer with an ongoing contract with Trio / Variety / Value / mio Stadium+ Pack or any other content pack. How can I enjoy 2018 FIFA World Cup Russia™ Pack for free? Existing Singtel TV customers with an ongoing contract for Trio / Variety / Value / mio Stadium+ Pack or other content packs can sign up for or re-contract to a for Trio / Variety / Value / mio Stadium+ Pack with a new 24-month contract to enjoy 2018 FIFA World Cup Russia™ Pack for free. Early termination charges will be waived regardless of the customer’s contract tenure.


14. I have just signed up or re-contracted to Trio / Variety / Value Pack / mio Stadium+ Pack on a 24-month contract recently. Am I eligible for the free 2018 FIFA World Cup Russia™ Pack? If a customer signed up for or re-contracted to a Trio / Variety / Value / mio Stadium+ Pack on a 24-month contract before 15 March 2018, just re-contract a Trio / Variety / Value / mio Stadium+ Pack with a new 24-month contract to enjoy the 2018 FIFA World Cup Russia™ Pack for free. Early termination charges for the existing content pack subscription will be waived. If a customer signed up for or re-contracted to a Trio / Variety / Value / mio Stadium+ Pack on a 24-month contract on or after 15 March 2018, the 2018 FIFA World Cup Russia™ Pack will be made available automatically for free.

15. I am currently subscribed to content packs which existed before March 2015. Will I be eligible to subscribe to 2018 FIFA World Cup Russia™ Pack? Yes, customers can still sign up for the 2018 FIFA World Cup Russia™ Pack for a one-time charge of $94.16 (including GST) with the early bird promotion or regular price of $112.35 (including GST) after 22 May 2018, while retaining their current content pack subscription. We encourage customers to enjoy the 2018 FIFA World Cup Russia™ Pack for free by signing up for or re-contracting to the newer Trio / Variety / Value / mio Stadium+ Pack with a 24-month contract Following your upgrade to the new Trio / Variety / Value / mio Stadium+ Pack, all existing content pack subscription will have to be terminated to avoid duplications with the new line-up. Any relevant early termination charges will be waived accordingly. Customers may also incur other relevant charges following their upgrade such as Set-Top Box rental. 16. I am a mio Home/Fibre Entertainment Bundle customer. Will the 2018 FIFA World Cup Russia™ Pack be eligible for the 10% Singtel TV content discount for mio Home/ Fibre Entertainment Bundle (exPlore Home)? If not, why is that so? The 10% discount off Singtel TV content for the mio Home/ Fibre Entertainment Bundle (exPlore Home) is not applicable as Singtel TV is unable to further subsidise the costs of the 2018 FIFA World Cup Russia™ Pack. 17. I am a Singtel employee, will the 50% staff discount apply to the 2018 FIFA World Cup Russia™ Pack? If not, why? The 50% staff discount does not apply as Singtel TV is unable to further subsidise the costs of the 2018 FIFA World Cup Russia™ Pack. 18. I signed up for a Trio / Variety / Value / mio Stadium+ pack on a 24-month contract and obtained the 2018 FIFA World Cup Russia™ Pack for free. Can I cancel my order and get the 2018 FIFA World Cup Russia™ Pack only? Early termination charges for the 24-month Trio / Variety / Value / mio Stadium+ packs will apply and the 2018 FIFA World Cup Russia™ Pack will be deactivated. 19. Can I activate the free 2018 FIFA World Cup Russia™ Pack in a different Singtel TV account from my Trio, Variety, Value Pack or mio Stadium+ Pack? No, the free 2018 FIFA World Cup Russia™ Pack will have to be activated in the same Singtel TV account subscribed to Trio / Variety / Value / mio Stadium+ Pack. 20. Can I cancel my 2018 FIFA World Cup Russia™ Pack order after I have completed my transaction at any Singtel sales channel? Will I get a refund? As the 2018 FIFA World Cup Russia™ is a one-month event, Singtel TV is unable to refund charges related to the 2018 FIFA World Cup Russia™ Pack once the sales order has been completed. 21. I have signed up only for the 2018 FIFA World Cup Russia™ Pack. What happens after the end of the 2018 FIFA


World Cup™ telecast on 15 July 2018? Will I continue to be billed for the 2018 FIFA World Cup Russia™ Pack and other related charges? Customers who signed up only for the 2018 FIFA World Cup Russia™ Pack are required to return their set-top box, the power adaptor and the remote control to any of the following 4 Singtel retail outlets (only these outlets) by 31 July 2018: a. Singtel Shop @ Comcentre b. Singtel Shop @ Tampines Mall c. Singtel Shop @ Causeway Point d. Singtel Shop @ Jurong Point Once customers have returned these equipment, they will not be billed for other charges related to the 2018 FIFA World Cup Russia™ Pack. Customers who do not return the following equipment by 31 July 2018 will be charged a one-time fee for the loss of the respective equipment: a. HD Set-Top Box: $120 (with GST) b. HD Digital Video Recording Set-Top Box: $220 (with GST) c. Power adaptor: $21.40 (with GST) d. Remote Control: $10.00 (with GST) If customers sign up for other Singtel TV content packs before 31 July 2018, they can continue to use the equipment to enjoy the Singtel TV service. 22. I have signed up for the 2018 FIFA World Cup Russia™ Pack with other content packs. What happens after the end of the 2018 FIFA World Cup Russia™ telecast on 15 July 2018? Will I continue to be billed for 2018 FIFA World Cup Russia™ Pack and other related charges? Customers who have signed up for the 2018 FIFA World Cup Russia™ Pack with other content packs do not need to return any equipment after the end of 2018 FIFA World Cup Russia™ telecast. They can continue to enjoy other channels in their Singtel TV subscription. The 2018 FIFA World Cup Russia™ Pack subscription will be automatically terminated after 15 July 2018. Customers will continue to be billed for their subscription to the other SIngtel TV content packs. Section 3: Cross Carriage Customers signing up on the StarHub platform 24. I am a customer using a StarHub set-top box. Will I get to subscribe to the 2018 FIFA World Cup Russia™? If so, how do I sign up? A Singtel TV customer on StarHub cross-carriage platform can sign up for or re-contract mio Stadium+ pack with a 24-month contract to enjoy 2018 FIFA World Cup Russia™ free on Singtel TV GO only. Singtel TV GO access is limited to ONE (1) user. 25. I am an existing mio Stadium+ customer using the StarHub Set-Top Box. If I have re-contracted to the mio Stadium+ Pack and get 2018 FIFA World Cup Russia™ Pack for free on Singtel TV GO only, when will my subscription be activated on Singtel TV GO? An existing Singtel TV customer on StarHub cross-carriage platform should have subscription to the 2018 FIFA World Cup Russia™ Pack activated within 5 working days after mio Stadium+ Pack has been re-contracted. 26. I’m currently subscribing to Singtel TV and StarHub TV. Can I move my 2018 FIFA World Cup Russia™ subscription to watch on my StarHub Set-Top Box? Singtel TV customers are unable move the subscription of 2018 FIFA World Cup Russia™ Pack to another set-top box. 27. Can I subscribe to 2018 FIFA World Cup Russia™ Pack on Starhub Set-Top Box through Singtel TV? The 2018 FIFA World Cup Russia™ Pack on Singtel TV is only available to Singtel customers.


However, a Singtel TV customer on StarHub cross-carriage platform can sign up for or re-contract mio Stadium+ with a 24-month contract to enjoy the 2018 FIFA World Cup Russia™ Pack free on Singtel TV GO. Singtel TV GO access is limited to ONE (1) user. Section 4: 2018 FIFA World Cup Russia™ Channel and Programme Details 28. When is the telecast period of the 2018 FIFA World Cup Russia™? The telecast of the 2018 FIFA World Cup Russia™ matches will take place when the tournament starts on 14 June 2018 and ends on 15 July 2018. 29. What are the channel numbers for the 2018 FIFA World Cup Russia™ channels? Singtel TV customers can catch the 2018 FIFA World Cup Russia™ matches on channels 141 and 142. 31. When will most of the matches be taking place? During the group stage, most of the live 2018 FIFA World Cup Russia™ matches will be played at 8pm, 10pm, 11pm and 2am (Singapore time). 33. Will there be repeats of the 2018 FIFA World Cup Russia™ matches? Yes, customers can watch the repeat of all 64 matches. More details regarding the telecast of the 2018 FIFA World Cup Russia™ will be available at a later date. Please refer to www.singtel.com/worldcup, the on-screen TV Guide or the TV Guide on Singtel TV GO for the latest programming schedule. Customers can use the on-demand service on Singtel TV GO to access anytime, anywhere, all 64 matches after each game has been played. 34. Will there be an On-Demand channel for the 2018 FIFA World Cup Russia™ matches? Customers can watch repeats of matches that have already been played on-demand, on the Singtel TV set-top box by pressing the yellow button on the remote control when on channels 141 and 142, and on Singtel TV GO. 35. Are the 2018 FIFA World Cup Russia™ channels be in High Definition (HD) or Standard Definition (SD)? Will the channels be available in 3D? The 2018 FIFA World Cup Russia™ matches will telecast only in HD and will not be available in 3D. Section 5: 2018 FIFA World Cup Russia™ on Singtel TV GO 37. How can I watch the 2018 FIFA World Cup Russia™ matches on Singtel TV GO? Customers can watch live streaming of all 64 live matches on Singtel TV GO at no additional charge if they sign up for the 2018 FIFA World Cup Russia™ Pack. 38. I have signed up or re-contract mio Stadium+ for the 2018 FIFA World Cup Russia™ Pack on the StarHub platform. Will I get access to live streaming on Singtel TV GO? 2018 FIFA World Cup Russia™ matches can be watched on Singtel TV GO for all subscribers of 2018 FIFA World Cup Russia™ Pack. 39. I am a mio Stadium+ Pack customer via StarHub TV Set-Top box, can I pay and subscribe to the live streaming of other Singtel TV content / channels on Singtel TV GO?



Currently, only the 2018 FIFA World Cup Russia™ Pack and mio Stadium+ Pack are available to Singtel TV customers on StarHub cross-carriage platform. The 2018 FIFA World Cup Russia™ Pack will be available on Singtel TV GO for these subscribers who sign up for or re-contract to mio Stadium+ Pack on a 24-month contract at no additional cost. To enjoy other Singtel TV content or channels, customers can subscribe to Singtel TV by calling 1609, or visiting any Singtel Shop or www.singtel.com/worldcup 40. I am a mio Stadium+ Pack customer via StarHub TV Set-Top box, why is 2018 FIFA World Cup Russia™ content accessible via Singtel TV GO, but not mio Stadium / PL content? To enable customers to better experience 2018 FIFA World Cup Russia™, Singtel TV is offering 2018 FIFA World Cup Russia™ Pack subscribers live streaming on mobile devices via Singtel TV GO. This is a one-time event that Singtel TV customers on StarHub cross carriage platform can access live streaming content on Singtel TV GO. Live streaming of all other Singtel TV content or channels via Singtel TV GO is unavailable to Singtel TV customers on StarHub cross carriage platform. 41. How do I download the Singtel TV GO app? For iOS devices, customers can download the app from the Apple App store. For Android devices, customers can download the app Google Play store. The Singtel TV GO app may also be pre-installed in selected Android phones sold by Singtel. Refer to www.singteltv.com.sg/singteltvgo for the list of compatible devices cover in the FAQ section. 43. Where or how do I find my Singtel TV number? The Singtel TV number is available on a customer’s monthly bill or via the My Singtel app. 44. How many viewing sessions can one account have at any one time? While a customer can use Singtel TV GO on multiple devices, only one viewing session is allowed at any one time for one Singtel TV account. If you watch on another device, any other session will be terminated. 45. Do I need to be on Singtel broadband or mobile network to use Singtel TV GO? Customers can browse the content within Singtel TV GO, view channels and access the remote recording feature through any internet connection, including mobile networks from any of the telecommunication providers in Singapore. However, only subscribers with Singtel broadband bundled with Singtel TV service on the same modem are able to set up and enjoy the remote control feature. 46. Can I pay to watch live streaming of 2018 FIFA World Cup Russia™ matches on Singtel TV GO if I do not subscribe to the 2018 FIFA World Cup Russia™ Pack? Customers can only access live streaming on Singtel TV GO if they are subscribed to the 2018 FIFA World Cup Russia™ Pack. 48. Will there be a delay when watching live matches on Singtel TV GO? If so, why is there a delay? The slight delay in streaming live matches on Singtel TV GO is not caused by any network issues. This is a normal outcome as the content needs to be further encoded in real-time before being streamed to customers’ mobile devices.


http://www.singteltv.com.sg/singteltvgo


Section 1b: Early Bird Promotion (valid till 22 May 2018 only)

1. What is the early bird promotion for the 2018 FIFA World Cup Russia™ Pack about? When is the promotion period?

From now till 22 May 2018, customers can sign up for the 2018 FIFA World Cup Russia™ Pack for $94.16

(including GST) as part of Singtel TV’s early bird promotion. The regular price of $112.35 (including GST) will

apply for any sign-ups from 23 May 2018.

2. Who is eligible for the early bird promotion for the 2018 FIFA World Cup Russia™ Pack?

The early bird promotion is valid for all customers who sign up only for the 2018 FIFA World Cup Russia™ Pack

at $94.16 (including GST) from now to 22 May 2018, without signing up for or re-contracting Trio / Variety / Value

/ mio Stadium+ Pack with a 24-month contract.

3. Is there an early bird promotion for customers who sign up or re-contract to the Trio / Variety / Value / mio Stadium+ Packs with a 24-month contract?

The free 2018 FIFA World Cup Russia™ Pack promotion will be applicable throughout the 2018 FIFA World Cup

Russia™ Pack sales period.

This free 2018 FIFA World Cup Russia™ Pack promotion will apply when a customer signs up for or re-contracts

Trio / Variety / Value / mio Stadium+ Pack subscription for a 24-month contract from now till 22 May 2018.

4. If I signed up for the early bird promotion for 2018 FIFA World Cup Russia™ Pack, when will my World Cup channels be activated?

If a customer signed up for the 2018 FIFA World Cup Russia™ Pack during the early bird promotion, channels will

be activated before 14 June 2018.

The 2018 FIFA World Cup Russia™ Pack subscription will be billed when the 2018 FIFA World Cup Russia™

Pack has been activated.

5. Why is the early bird offer only valid for a limited period? Can this offer be extended?

Just as offering the 2018 FIFA World Cup Russia™ Pack for free to customers who sign up for or re-contract Trio /

Variety / Value / mio Stadium+ Packs on a 24 month contract, the early bird offer is a way for Singtel to thank loyal

customers for their support.

Customers are encouraged to sign up for the 2018 FIFA World Cup Russia™ Pack before 22 May 2018 to enjoy

the early bird discount. That will also help to avoid potential delays due to high volume of sign-ups expected as the

tournament approaches. There are no further plans to extend the early bird promotion period.

section 1a: 2018 fifa world cup russia ... - singtel.com · singapore telecommunications limited...

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