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FAQs

Frequently asked questions.

Q.Why is my internet slow/always on/off connection or speed?
Q.Can I ask how many quota I have left /Is my internet being throttled?
Q.When is fiber optic available in my area?
Q.I already applied for the telephone & internet service but when will they install it at my place?
Q.Why does my internet have no connection?
Q.Why is the internet speed more than my subscription? (silent Upgrade)
Q.Why does my quota always finish faster than before?
Q.How can I change the wireless password? (FTTH & e-speed)
Q.How can I reconfigure the TelBru modem?
Q.Can you explain to me how quota works & how can I top up?
Q.How can I Download the My TelBru App
Q.Can I ask what the progress of my installation is?
Q.I want to follow up on my complain
Q.Why is my internet Wi-Fi range is weak/not strong/far enough? Do I need to use an extender?
Q.Why is my speed still the same even though I already upgraded it / too slow for what I have subscribe?
Q.Where can I buy a new modem because my modem is faulty?
Q.How can I reset my Brunet password & how to change password?
Q.Why cant my Brunet email send & receive emails?
Q.How can I upgrade my Brunet quota?
Q.How do I make complaints and queries?
Q.What are the 3 types of ONT Optical Modem (Optical Network Terminal) for High Speed Broadband?
Q.How to check my ONT Optical Modem to see if it is working?
Q.How to check if my Telephone Service is working?
Q.How to check if my Internet Service is working?
Q.How to take care of my Modem/ONT?
Q.How to check the speed of your bandwidth/internet
Q.How to check if my modem and phone line is working?
Q.How do I subscribe to the HSBB Service?
Q.Must I do another registration in order to change my service to HSBB?
Q.Do I need to pay any fee? (HSBB)
Q.Do I need to bring any important document during HSBB application?
Q.How do I know if my area is FTTH ready for HSBB?
Q.What will happen if I want to move my current HSBB service to a different house/premise?
Q.Why do I need to move from e-speed to HSBB?
Q.What will happen to my service if the power is down? (HSBB)
Q.What is the recommended bandwidth for us to enjoy better connection?
Q.What are the factors affecting my HSBB internet connection?
Q.What are the benefits of HSBB service?
Q.Why do i need to protect my equipment?
Q.How do I prevent damage to my HSBB equipment?
Q.How do I prevent damage to the telephone?
Q.Where can I find a surge protector and a UPS (Uninterruptible Power Supply)
Q.Why do I need to protect my telephone equipment?
Q.How do I prevent damage to my telephone equipments?
Q.What is fixed line service?
Q.Who is entitled to subscribe for the fixed line service?
Q.Can existing customers apply for the fixed line service?
Q.What are the benefits of fixed line service?
Q.What are the charges for a fixed line service?
Q.Do I need to have internal wiring ready in my premise or residence for a fixed line service?
Q.Can I apply for multiple fixed lines?
Q.Can the fixed line call out or make outgoing calls?
Q.How do I sign up for a fixed line service?
Q.What is HSBB?
Q.How will HSBB benefit me?
Q.Who can subscribe to the HSBB service?
Q.Where are the locations that are HSBB network ready?
Q.How can I subscribe to the HSBB service?
Q.Do I have to pay an upfront fee if I want to subscribe to HSBB?
Q.Can I maintain or apply for split billing? (HSBB)
Q.Can I still subscribe to any of TelBru offered value added services & e-products by using HSBB service?
Q.How long is the contract period? (HSBB)
Q.What if I move homes within my contract period? (HSBB)
Q.What will happen if I terminate HSBB while I am still tied to the contract? is the deposit refundable? (HSBB)
Q.How do I know if my HSBB application is accepted?
Q.If my HSBB is disconnected/terminated, will it affect my voice services too?
Q.Will you need to enter my house during installation?
Q.Will they be channeling my walls or compound during installation? (HSBB)
Q.Will there be any drilling involved during installation? (HSBB)
Q.Will there be any other extra charges for the installation? (HSBB)
Q.If I am not able to make it to the appointment, will I be able to reschedule the installation? (HSBB)
Q.How long is the installation process? (HSBB)
Q.How long will it take for the modem to be activated and ready for usage after installation?
Q.How can I check my bandwidth?
Q.What equipment will I receive and when during installation? (HSBB)
Q.What will happen to my existing e-speed modem when I move to HSBB service?
Q.What is the new ONT used by HSBB?
Q.Will I need to upgrade my PC or other equipment to receive HSBB services?
Q.What is the WiFi coverage in terms of distance?
Q.Does rain affect the HSBB transit signal?
Q.Can this service support fax?
Q.What is the warranty period for the modem (ONT)/Telephone?
Q.What if the modem (ONT) is faulty within the warranty period? what should I do?
Q.What if the modem (ONT) goes faulty after 1 year?
Q.I am interested to upgrade/downgrade my HSBB subscription. Where can i go to subscribe?
Q.If I upgrade/downgrade my service, will my device also change?
Q.If I have an e-bill account from my old e-speed/telephone services, do I need to create another account for my HSBB?
Q.If I have other brand's cordless phone which supports voice calls, can I use it as the extension?
Q.Can I have more than one (1) line? (voice service)
VIDEOS

Watch video tutorials.


How to fix your Modem


ONT


ADSL and VDSL Modem


Cara memperbaiki Modem


ONT


Modem ADSL dan VDSL

SELF-GUIDE

Self troubleshooting.


e-Speed & Telephone Safety



Download


Guide for ONT



Download


HSBB & Telephone Safety



Download

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Disclaimer:
All material on the Tech Care website is provided for supplemental information purposes only. The information is provided by the TelBru's technical support team and while we endeavor to keep the information up to date and correct, we make no representations or warranties of any kind, expressed or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services or others related contained on the website for any purpose. Any reliance you place on the information is therefore strictly at your own risk.

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