Frequently-Asked Questions for Enterprise, SMB and CES

Singtel

1. What is Singtel 5G? Singtel 5G is the most powerful 5G network in Singapore. Experience ultra-fast speeds, ultra-low latency and better bandwidth. Try it now on our Singtel 5G NOW Market Trial.

2. How can I enjoy Singtel 5G NOW? Singtel 5G NOW comes with both Non-standalone (NSA) Market Trial and 5G Standalone (SA) network access. Singtel 5G NOW 10GB Add-On is a data add-on that comes with 10GB of local data with free 5G market trial access. Customers who sign up/recontract on Combo and XO Plus 50 (for SMB) or XS- SML, Enterprise Mobile Bundle and Combo (for Enterprise and CES with active MSA) on a 5G handset will be able to subscribe to this add-on. Customers who sign up/recontract on XO Plus 68 / 88 / 118 / 168 mobile plans (for SMB) or Enterprise XO Plus (for Enterprise and CES) on a 5G handset will be able to enjoy FREE 5G NOW market trial access automatically. Singtel 5G Non-standalone (NSA) Market Trial is valid until further notice from Singtel. Notwithstanding the foregoing, Singtel reserves the right to, without any prior notice, modify, suspend or cease the 5G NSA Trial (in whole or in part) immediately and at any time. From 22nd Jun 2021, customers on the above plans will be able to progressively enjoy Singtel 5G Standalone (SA). Please note that Multi-SIM, MobileShare Supplementary Lines, Mobile Voice Recording users are currently unable to get 5G.

3. Am I required to purchase a 5G handset from Singtel to enjoy Singtel 5G? No, however we recommend customers to purchase 5G handsets from Singtel as they have been certified to be compatible with our 5G network.

4. What can I use the free additional 10GB of local data for? You can enjoy the free additional 10GB of local data across both our 5G and network. This 10GB local data will be added on top of your existing data bundle. You can view this additional data bundle on My Singtel app.

5. Where can I use Singtel 5G service? Our 5G network covers the whole of Central Business District including areas such as Orchard, Somerset, Tanjong Pagar, Harbourfront and more, where customers use data services frequently. Please find out full area of coverage at https://www.singtel.com/business/products-services/mobility/5g

6. How do I check if I have been provisioned 5G service? You can check if “5G NOW Service” is available under the VAS section of My Singtel app.

7. How do I know if 5G is active on my device? You should be able to see a 5G icon on your 5G compatible mobile device when you’re in a 5G covered area.

8. What should I do if I am in a 5G coverage area but do not see 5G icon on my 5G device? Please ensure that your 5G setting is turned on. Kindly refer to the Device section of the FAQ on how to turn on 5G on your handset. If you are still unable to enjoy 5G, please leave a feedback here and let us know the location that you are having trouble connecting with our 5G service.

9. If I am not in the 5G network area, what will happen? You can continue to enjoy undisrupted 4G connectivity on our Singtel network.

10. What technology does Singtel 5G use? Singtel 5G is running on both the 2.1GHz and 3.5GHz spectrum. 3.5GHz spectrum should provide higher theoretical speeds compared to the 2.1GHz spectrum.

11. What is 5G NSA and 5G SA? It is worth pointing out the two main iterations of 5G: NSA and SA. 5G Non-standalone (NSA) reuses existing 4G facilities for certain aspects of communicating with mobile devices, with cutting-edge 5G radio systems performing the actual communication with 5G devices. On the other hand, 5G Standalone (SA) works on an independent network designed and deployed from the ground up solely to support 5G. Compared to 4G, 5G SA delivers twice the responsiveness, 30% faster uploads, and strengthened authentication and capability. With much greater bandwidth and near-instant responses, 5G SA will enable revolutionary applications like self-driving cars, real-time immersive entertainment, and massive IoT (Internet of Things) connections.

12. When and where can I access Singtel’s 5G SA network? Singtel is expanding its 5G SA sites across the island and have deployed 5G SA at key strategic areas such Orchard Road, the Central Business District, Marina Bay, HarbourFront and Sentosa, as well as popular malls like VivoCity and Ngee Ann City, which are accessible with 5G SA-compatible device. We are also working with handset manufacturers to enable the service on existing 5G SA-compatible handsets via updates. We will also launch more 5G SA-compatible models in Singapore later this year. Stay tuned for more information at https://www.singtel.com/business/products- services/mobility/5g

13. What is the Singtel 5G speed range? Speed is always an important consideration. At Singtel, we constantly strive to optimise our network so you can enjoy the best speeds.

Our 5G network speeds can be found in the table below. Theoretical >1Gbps Typical Downlink 100Mbps – >1Gbps Typical Uplink 35 – 90 Mbps Speeds may vary depending on devices, population density, and other environmental factors. Speeds may also be affected when indoor or when underground.

14. What will happen to my 4G network? Can I still enjoy 4G? Yes, our 4G network will still be available for our customers. Rest assured that our 4G network will not be impacted by our 5G rollout.

15. How do I enjoy 5G SA? In order to enjoy 5G SA, customers must have a compatible 5G SA handset, with updated 5G SA software. Instructions on how to do so are in the “Devices” FAQ below.

5G SIM Card

1. How do I get the new 5G SIM?

For SMB customers:

Starting 27 April 2021, SMB customers can request for 5G SIM card through the Hotline (1800-763- 1111), Sales Managers or Singtel Shop. As of 4 May 2021, customers were issued with 5G SIM cards via Business eShop for those who subscribed to XO Plus 68 and above plans or plans with 5G NOW add-on.

5G SIM card fee is $37.45 per card (inclusive of 7% GST).

5G SIM card fee will be waived for new and re-contracting customers who subscribe to 5G NOW add- on or XO Plus 68 and above plans, and existing customers who are already on XO Plus 68 and above plans, for a limited time until further notice.

For Enterprise BRN & CES customers:

Starting 27 April 2021, Enterprise BRN & CES customers can request for 5G SIM card through Corporate Mobile & CES Support.

5G SIM card fee is $37.45 per card (inclusive of 7% GST).

5G SIM card fee will be waived for new and re-contracting customers who subscribe to 5G NOW add- on or Enterprise XO Plus plans, and existing customers who are already on Enterprise XO Plus plans, for a limited time until further notice.

2. Why do I need a new 5G SIM card?

Since 2020, Singtel has been rolling out Singapore’s most powerful 5G network. And just as handsets have software upgrades, we have upgraded our SIM card to be future-proof and to dramatically enhance your mobile experience.

3. What is the difference between the current 4G SIM card and the new 5G SIM card?

The new 5G SIM card will enable you to seamlessly connect to 5G Standalone (SA) sites on Singtel’s most powerful 5G network with a 5G SA-compatible device.

These 5G SA sites will give you access to ultra-fast speeds and swifter response times and unlock new experiences in the future. The 5G SIM card is backward compatible with our existing , 4G and 5G Non-Standalone (NSA) network.

For all other customers who opt for a SIM change, you will receive Singtel’s new 5G SIM at the usual rate of $37.45 without any additional fee.

4. Will my 5G handset work if I do not change to a 5G SIM card?

The current 4G SIM card will continue to work across all devices as it does today on 4G and 5G NSA networks.

5. Will I be able to use 5G if I am on a 4G handset with a 5G SIM card?

No. You will need a 5G-capable handset to enjoy 5G. However, you will be able to continue browsing data seamlessly with 4G. Please refer to https://www.singtel.com/business/products- services/mobility/5g to see the latest list of all 5G-capable handsets.

6. Will the 5G SIM work in a non-5G area?

Yes. If there is no 5G signal available, the device will attach to the next best available network (4G) in the area.

Devices

1. If I bought a 5G handset with Singtel, will I be able to use it when I go overseas? What do I need to do? Singtel mobile customers using a 5G enabled mobile device with a 5G NOW subscription or on a 5G XO Plus plan can enjoy 5G at selected destinations from 26 April 2021. For more information, go to https://www.singtel.com/personal/products-services/mobile/roaming

2. Which devices are compatible with Singtel 5G?

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3. I have an iPhone 12 Mini / iPhone 12 / iPhone 12 Pro / iPhone 12 Pro Max but I am not connected to 5G? You can update your software to support our 5G network using these steps: 1. Open “Settings” 2. Scroll down and select “General” 3. Click on “Software Update” 4. Tap “Install Now”

You can turn on 5G using these steps: 1. Open “Settings” 2. Select “Mobile Data” 3. Tap on “Mobile Data Options” 4. Click on “Voice & Data” 5. Select “5G On

4. I have a Samsung Galaxy S21 5G / S21+ 5G / S21 Ultra 5G, how do I update it to 5G SA? You can update your Samsung Galaxy S21 5G / S21+ 5G / S21 Ultra 5G software to support our 5G network using these steps: 1. Open “Settings” 2. Scroll down and select “Software update” 3. Click on “Download and install” 4. Click on “Download” 5. Click on “Install now”

You can turn on 5G SA on your Samsung Galaxy S21 5G / S21+ 5G / S21 Ultra 5G with these steps: 1. Open “Settings” 2. Select “Connections” 3. Tap on “Mobile networks” 4. Click on “Network mode” 5. Select “5G/LTE/3G/ (auto connect)”

5. I have a Samsung Galaxy S20 Ultra 5G / Samsung Galaxy Note 20 5G / Samsung Galaxy Note 20 Ultra 5G / Samsung Galaxy Z Fold2 5G but am not connected to 5G? You can update your software to support our 5G network using these steps: 1. Open “Settings” 2. Scroll down and select “Software update” 3. Click on “Download and install”

You can turn on 5G on your phone using these steps: 1. Open “Settings” 2. Select “Connections” 3. Tap on “Mobile networks” 4. Click on “Network mode” 5. Select “5G/LTE/WCDMA/GSM (auto connect)”

6. I have a Huawei P40 Pro or P40 Pro+ 5G but am not connected to 5G?

You can update your software to support our 5G network using these steps: 1. Open “Settings” 2. Scroll down and select “System & update” 3. Click on “Software update”

You can turn on 5G on your phone using these steps: 1. Open “Settings” 2. Select “Mobile network” 3. Tap on “Mobile data” 4. Click on “Preferred network mode” 5. Select “NR/LTE/WCDMA/GSM auto”

1 July 2021