FREQUENTLY ASKED QUESTIONS

Document Sample
FREQUENTLY ASKED QUESTIONS Powered By Docstoc
					                                          FREQUENTLY ASKED QUESTIONS
1.    What is M1 Corporate Individual (CORI) Scheme?
      The M1 Corporate Individual (CORI) Scheme is a benefits programme that is catered to all employees of SingHealth. With this
      scheme, you get to enjoy savings off your monthly subscription and enjoy free value-added service(s).

2.    Who is eligible to apply for the M1 CORI Scheme?
      a) Applicant must be at least 16 years of age and a staff of SingHealth.
      b) Applicant below 21 years old are:
        1) limited to only one line.
        2) not allowed to subscribe for autoroaming and IDD services.
        3) not allowed to sign High-End Plans contract.
                 i) Applicants below 21 years old may sign only the 24 months flat contract (this means handset prices for Ultimate
                    & above plans are not applicable. The only handset prices applicable are the prices for Prime or Prime Plus plan)
      c) Applicants who are EXISTING M1 customers for more than 6 months and with good payment records can apply up to 5 lines.
          New applicants or existing M1 customers who are with M1 less than 6 months can apply 3 lines; & only one line can be tied to
          a high-end.

3.    How do I apply for a new line on the M1 CORI Scheme?
      The M1 CORI scheme is not available at M1 Shops. Application must be made personally during the Roadshow. Please bring along
      photocopies of staff pass and :

      * For Singapore Citizen or Permanent Resident
                 -    Photocopy of NRIC (front and back)
                 -    Photocopy of Staff Badge/ Pass
      * For Foreigner (Employment Pass Holders)
                 -    Photocopy of Passport (at least 6 months’ validity)
                 -    Photocopy of Employment Pass (at least 6 months’ validity)
                 -    Photocopy of Staff Badge/ Pass
                 -    Photocopy of Proof of Billing Address (e.g.: tenancy agreement, fixed line telephone bill, utilities bill, credit card bill,
                      bank statement or company’s letter stating you are an employee and your billing address. This proof must not be
                      more than 2 months old).
      * For Foreigner (Work Permit Holders)
                 -    Photocopy of Passport (at least 6 months’ validity)
                 -    Photocopy of Work Permit Pass (at least 6 months’ validity)
                 -    Photocopy of Staff Badge/ Pass
                 -    Photocopy of Proof of Billing Address (e.g.: tenancy agreement, fixed line telephone bill, utilities bill, credit card bill,
                      bank statement or company’s letter stating you are an employee and your billing address. This proof must not be
                      more than 2 months old).
                 -    Security Deposit of $200 CASH

4.    I am currently a subscriber of Singtel or Starhub, can I subscribe to M1?
      Yes. We offer free permanent number retention service for your SingTel or Starhub number. Please do not terminate your Singtel or
      Starhub number on your own and ensure that you are not under any binding contract with Singtel or Starhub. Please fill up the
      number retention form. The number retention service will take effect within 7 working days from the date of installation of your
      mobile line (installation will take place within 5 working days).

5.    I’ve submitted my application during the roadshow but have not collected the sim/phone. Can I cancel my application?
      No. If you cancel your application or do not turn up to collect your sim card, you will have to pay for the first 3 months’ subscription
      based on non-promotional rate (eg., the non-promotional rate for Prime plan is $40/month).

6.    What are the benefits of the CORI scheme offered by the company?
      You will be enjoying special corporate subscription rate and free value-added services. Enjoy savings up to 51%! The costs of
      registration & SIM card (worth $42.00) are waived. The corporate subscription rate & free value added service(s), subject to
      renewal, are valid for 24 months.

7.    Can I choose to upgrade my plan in future if the current one is not sufficient for my usage?
      Yes, you may.
8.    How about downgrading of the service plans, eg, from Ultimate to Prime?
      Yes, but only after three months from the date of the conversion of bill plan and if you are not bound by the high-end plans
      handset contract. Please refer to the type of handset contract you have signed. Downgrading of plan is not allowed for customers
      who signed the high end plans contract.

9.    Is there any charge for changing of plans?
      A charge of $21.00 will be imposed for every downgrade or lateral of bill plan whereas every upgrade of bill plan will be FREE OF
      CHARGE.

10.   Can I choose to subscribe a plan without the purchase of a mobile phone?
      Yes, you can. However, it is not possible to purchase a mobile phone without subscribing to a New line. These special roadshow
      handset prices are only for new line subscribers.
              FREQUENTLY ASKED QUESTIONS BY EXISTING M1 CUSTOMERS

11.   If I want to do handset upgrade, can I enjoy the special roadshow handset prices?
      No, if you are already on corporate bill plan. You may proceed to M1 shop to do handset upgrade.

12.   What is the minimum contractual period with M1?
      3 months – for those subscribing to new line without purchase of handset.
      24 months – for those subscribing to new line and purchasing handset.

13.   Is the sim card preactivated?
      Yes, you can make and receive local calls immediately. However, value-added services such as autoroam, voicemail and GPRS
      and number retention service will be activated within 5 working days from the day you received your sim card.
               FREQUENTLY ASKED QUESTIONS BY EXISTING M1 CUSTOMERS
1.    If I am a current subscriber of M1, can I apply for another new line?
      Yes, you can. Every subscriber is eligible to three or five GSM (except for applicants below 21 years old and Work Permit
      Workers). Applicants who are EXISTING M1 customers for more than 6 months and with good payment records can apply up to 5
      lines. New applicants or existing M1 customers who are with M1 less than 6 months can apply up to 3 lines.

2.    I am an existing M1 subscriber of the public plan, can I switch to the corporate individual scheme?
      You can convert from your current Public Prime or SunTalk 100 plan to Corporate Prime or SunTalk 100C plan; or from your
      current Public Ultimate or SunTalk 700 plan to Corporate Ultimate, Ultimate Plus, Executive or Business plan. Customer
      will be allowed to do a lateral conversion on the condition if they sign up Sunsurf Mobile (SSM 10) for at least 3 months.

3.    The number that I would like to convert is registered under my family/friend who is not working with SingHealth. Can I
      convert the line to the corporate rate?
      No, the CORI scheme is exclusively for SingHealth staff.

4.    If I upgrade my plan from Prime to Ultimate or from Ultimate to Ultimate Plus/Executive/Business, can I purchase a
      handset?
      Yes, you can. The condition is that your existing handset contract must be with M1 for more than 12 months and you must not have
      any concurrent contract tied to this line. Please note that each line will only be allowed 1 concurrent high end contract at any point in
      time. There will be an additional $100 levied in addition to the phone price quoted if the existing contract is between 12 to
      18 months old.

5.    Can I purchase a handset if I choose to terminate my existing line (current contract has already expired) & subscribe to a
      new line?
      Yes, you may. There will be no penalty charges for terminating your existing number that has no contract. You have to give up
      your existing number and select a new number. However, number retention is technically not possible for M1 to M1 number.

6.    I would like to enjoy the corporate rate but I am on the 1+1 plan. What are my options if I am…

      a) the main subscriber and am currently on the Public prime plan
        As the main subscriber, you may choose to :
        i ) convert your main line and supplementary to corporate Prime / SunTalk 100C plan;
         ii) convert your main line to corporate Prime / SunTalk 100C plan; and your supplementary line to Public Prime plan OR
        iii) convert your main line to corporate Prime / SunTalk 100C plan; and attach your supplementary line to another public Prime,
             OK, Ultimate or Business account OR
        iv) terminate your main line or retain it at the current public plan; and upgrade your supplementary line to Corporate
            Prime / SunTalk 100C plan.
        (Note: Corporate account holders are not eligible to nominate Supplementary line).

7.    How long will the conversion take?
      Upon receipt of proper documentation and if you do not have any outstanding bills, the conversion process will be processed within
      5 working days.

8.    How do I know if the conversion is done?
      You may call M1 Customer Service hotline at 1622 to check.

9.    Do I still get to enjoy my existing loyalty discount?
      No. Although you do not get to enjoy your existing loyalty discounts, the corporate rates will still be lower than the public rates you
      are getting.

10.   Do I continue to enjoy Sunperk Points?
      Yes.