Recently, the provided modem (2Wire 2700HG) has been experiencing problems such as disconnecting and reconnecting by itself multiple times in a week, causing disruptions in Internet usage.

As an IT engineer myself, I called up SingNet Broadband help-desk and asked for assistance to rectify the problem.

After troubleshooting over the phone, we suspected that it might be a modem malfunction.

I was then advised to take my modem down to Malifax, the modem provider, for it to be checked.

As it is past the one-year warranty, I was advised that I may be charged for any replacement or firmware upgrade.

Recently with the launch of the MIO plan by SingTel, the 2Wire 2700HGV modem that was given, is covered with two years of warranty.

Not only that, out of goodwill, SingTel was able to send down their workers to assist with the various problems faced by their subscribers, instead of having the subscribers take the modem down to Malifax, as they have done for some of my friends who are MIO plan subscribers.

Why is there such a discrepancy between the two services when we are all paying subscribers with a two-year plan?

The lowest priced plan is $69.29 monthly for the MIO plan and, in comparison, the 10mpbs SingNet Plan also costs $68 (before GST).

I understand both are different plans and contracts, but should not the same level of service standard also apply to the SingNet subscribers?

Are we not as valuable as the MIO plan subscribers?

I am concerned with the fact that since the warranty has expired, should the modem spoil, I would have no choice but to buy a brand new modem in order to continue with the SingNet subscription until the contract ends.

Lester Kok Wei Ming