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| Got a question about Home Broadband? Find the answer here | | | | | | | | | | Pre-installation | | | 1. | What are the system requirements? | | | M1 Home Broadband supports Windows 95, Windows 98, Windows 98SE, ME, Windows XP, Windows NT Workstation, Windows 2000 Pro, Windows Vista and MacOS 7.6.1 or greater. | | | | | 2. | Do I need to install a cable point to subscribe to M1 Home Broadband? | | | For HomePac 15 Mbps and above, you will need a cable point at a desired location of your home where you wish to enjoy M1 Home Broadband. If you are currently using your cable point for TV, you may need to purchase a splitter in order to use the same cable point for M1 Home Broadband Service. The technician may perform quality assurance tests before deeming the service operational, and, if necessary, will recommend rewiring of the cable point to meet proper specifications. | | | | | 3. | How long would it take for me to install a cable point? (For Home Broadband via Cable Technology) | | | Your earliest schedule date is 7 days from the date of application. Kindly note that if you wish to re-schedule your appointment, please call our customer service hotline at 1627
48 hrs prior to your original scheduled date. The new appointment date will start 7 days afresh. | | | | | 4. | What are the available time slots for installation of cable point or modem? | | | Monday to Friday 9am – 1pm
Saturday 9am – 1pm
No service for public holidays. | | | | | 5. | How do I know if my home is cable ready? (For Home Broadband via Cable Technology) | | | Customers are advised to do the following checks: | | |  | If you are staying in a private condominium, please check with your respective building management for cable readiness. | | If you are staying in a HDB, more than 99% of all homes are cable ready. Check and see if you have a StarHub Cable Vision cable point installed. | | If you are not sure, please call our customer service hotline at 1627 to check for your unit’s cable readiness. | | | | | | 6. | How is M1 Home Broadband Service being delivered? | | | Subscribers are connected to M1's infrastructure via StarHub Cable / SingTel ADSL access network. M1 in turn carries customer's traffic to the Internet. (Please see diagrams below for explanation.) | | | 
 | | | | | 7. | Do I need a Registered Home Fixed Line Telephone Number? | | | For HomePac 5 Mbps & HomePac 8 Mbps, you will need an active residential DEL (the relevant direct exchange line from SingTel). | | | | | 8. | When will my broadband service be activated after signing up? | | | For broadband via Cable technology: Typically, the broadband service will be activated between 3 to 5 working days from application date.
For broadband via ADSL technology: Typically, the broadband service will be activated between 5 to 9 working days from application date.
You would need to log on using the UserID and password issued to you when you sign up for your broadband service. | | | | | 9. | What are the brands and models of modems that are currently type approved and supported by M1? | | | Cable Modems (For Home Broadband via Cable Technology): | | | | Motorola SB 5101 | | Motorola SB 6100 | | Motorola SB 6120 | | Motorola SB 5100 | | D-Link DCM – 202 | | Linksys – Wireless Cable Gateway | | | | | | | ADSL Modem (Home Broadband via ADSL Technology): | | | | 2wire2701HGV-E | 2wire | V 5.29.133.25 | | 2wire2701HGV-E | 2wire | V 6.1.5.68 | | 2wire2700HGV-2 | 2wire | V 5.29.133.25 | | 2wire2700HGV-2 | 2wire | V 6.1.5.68 | | Aztech 1205FGU(L) | Broadcom | 180.6.2.007 | | Aztech 1000ER(T) | Broadcom | 140.6.3-009 | | CISCO 877W | ST Micro | 12.4(9)T | | Aolynk WDR854g | Conexant | WDR854gV200DD001-060512 | | Thomson SpeedTouch ST536V6 | Broadcom | 6.2.17.5 | | Thomson SpeedTouch ST585 | Broadcom | 5.3.8.0 | | Thomson SpeedTouch ST585V6 | Broadcom | 6.2.17.5 | | | | | | | | | | Post-installation | | | 1. | What affects download speeds of the cable modem? | | | The actual data transfer speed when using the modem will vary due to many external factors which are independent of the modem. These include: | | | | The web server speed. ie. how fast we can receive data depends on how fast the web server can send them out. | | The speed of the link connecting the web server to the Internet. | | Uncertain Internet traffic all over the world. | | Congestion on Singapore’s link to the Internet | | | | | | 2. | Since the cable modem runs on shared bandwidth, does it mean that the speed will slow down when more people log on during peak hours? (For Home Broadband via cable technology) | | | The cable modem does run on shared bandwidth. However, bandwidth is always shared at some point. For cable modem, the sharing happens closer to home, but because the overall speed is so much greater, there should generally not be a problem with speed. | | | | | 3. | I already have a cable modem/received a cable modem from my relative/friend. I would like to sign up for M1 Home Broadband. Would I be able to use my own cable modem? (For Home Broadband via cable technology) | | | All cable modems to be used on M1 network must be type-approved by IDA and supported by M1. When a cable modem is approved, there will be a sticker on the modem with a unique HFC Mac ID address. If you have a type-approved cable modem, please bring down your modem to any M1 Shop to activate your M1 Home Broadband service. | | | | | 4. | Can I get the maximum download speed ALL the time with M1 Home Broadband Plans? | | | The maximum download speed may vary based on various factors: | | | | the compatibility of your modems, wireless router and Network Interface Cards to fully utilise the allocated bandwidth | | the number of computers connected to your modem and broadband router | | the number of users connected in the household accessing the Internet at the same time | | the web sites you are accessing | | the type of applications that are being used | | the performance of your computers | | | | | | 5. | Does M1 practise any network management activities? | | | M1 undertakes network management from time to time to optimize the network performance to deliver a consistent broadband experience for all our residential subscribers. This ensures that the network is always operating at optimal efficiency and thus delivering optimum performance to our residential subscribers. Based on the diverse spread of Internet activities, P2P has been ranked first as a major consumption of resources over the broadband network although it may have been utilized by a relatively small number of subscribers. P2P protocol is based on an architecture that increases bandwidth consumption exponentially as more nodes peer with each other for data or file transfers. As a result, even if only a small number of residential subscribers practice this method of file or data sharing, it will cause an uneven distribution of network consumption. This practice will subsequently cause congestion to the network and affect subscribers who are undertaking other Internet activities. In order to provide a fair and consistent experience for our subscribers, traffic shaping is implemented to P2P activities during peak hours and is meant to ensure that such specific network traffic does not overwhelm our resources and affects general user experience. The methodology used involves the prioritization of Internet traffic utilized by our subscribers once P2P protocol activities within the network reaches a certain predefined level. End user activities and contents are not monitored as this process only identifies the specific P2P protocols over the Internet.
From the perspective of a typical subscriber, the surfing experience will vary according to the activities they undertake. For example, a subscriber who surfs, emails or watches video streaming will not be affected by the traffic shaping policy which is primarily targeted at containing P2P subscribers from over utilizing the network with their exponential consumption. This is prevalent throughout the peak and non peak periods for the typical subscriber who will enjoy the throughput consistent to their subscribed service level.
For the subscriber who is on P2P activities, the traffic shaping policies will only be activated when the aggregated P2P traffic consumption increases beyond our pre-defined level within our network. As a result, subscribers on P2P activities will find that their data or file transfer might slow down by up to three times the normal average speed. This can normally be expected during the peak hours (between 2pm to 2am during weekdays and 11am to 2am during weekends) when more subscribers might be engaging in P2P activities as traffic management is currently not implemented during off-peak hours. In addition, due to the nature of the P2P protocol, there are also other varying factors apart from our network management policies which may affect the data or file transfer speed such as the subscriber's own computer configurations, configuration of the P2P application, the number of peering nodes facilitating the specific file that is being transferred. These factors combined will determine the actual speed at which P2P data or files are being transferred at any point in time.
In summary, M1's network management ensures fair and consistent traffic utilization across our customer base and applications. Network management is implemented to maintain service quality and to enhance end user experience. | | | | | 6. | Can I bring a cable modem from overseas and connect it to my computer and cable point at home and start surfing the Internet? | | | No. This is because all modems must be type-approved by IDA and M1 even though they are of the same model. | | | | | | | | | Log In | | | 1. | What are the other things to take note when using M1 Home Broadband? | | | M1 Home Broadband requires you to log in using a User ID and password in order to surf via M1 Home Broadband. | | | | | 2. | Would I be able to change my UserID? | | | No. You are unable to do so. | | | | | 3. | What should I do if I have forgotten my password? | | | Please call our customer service hotline at 1627 to reset your password. | | | | | | | | | General | | | 1. | What is a HFC Mac ID? (For Home Broadband via Cable technology) | | | HFC Mac ID is a serial number identification on a cable modem that uniquely identifies your cable modem. This information is required for M1 to activate the service successfully. | | | | | 2. | Do I have a dynamic or static IP address? | | | We assign dynamic IP addresses because that has a limited life span. After this time, your IP address will automatically be renewed. | | | | | | | | | Rewards | | | 1. | Will I earn SunPerks points for my M1 Home Broadband? | | | Yes. You will be issued with our SunPerks points for your monthly payment which can be used for redemption of M1 rewards. | | | | | 2. | Will M1 Home Broadband be eligible for Multi-Line Saver (MLS)? | | | No, M1 MLS is not applicable to M1 Home Broadband customers. | | | | | | | |
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