We thank Mr Lim Han Wei for his feedback ("Caught in fibre broadband service delay"; Monday).

Order delays are something we at MyRepublic want to avoid as much as our customers do, and it is certainly not our intention to "lock" unhappy customers in with us when delays arise.

All Singapore fibre broadband providers work with NetLink Trust (NLT, the company previously known as OpenNet). Simply put, broadband providers send our orders to NLT and NLT helps us activate the lines for our service to get to customers.

After an installation appointment is booked with a customer, we are required to pay NLT cancellation fees if a customer cancels the order without giving NLT a minimum of two weeks to resolve the delay issue.

We do not seek to profit from installation delays, and delays resulting from the insufficient fibre resources need to be resolved by NLT.

The best we can do is follow up with NLT closely whenever such delays arise and respond as fast as we can when we get updates.

Every customer case pending installation and follow-up from NLT is being regularly monitored by the MyRepublic order team, and we will continue to improve the way we communicate to our customers.

We understand that Mr Lim has since had his installation issues resolved, and we will be following up with him promptly to arrange for his service installation.

Greg Mittman

Chief Operating Officer

MyRepublic