UNIFIED,ADVANCED,INNOVATIVE,EMPOWERING,DIGITAL

1.1 What is UNN?
Unified National Networks Sdn Bhd, or UNN is an organization 100% wholly owned by His Majesty’s government of Brunei Darussalam and is recognized as a government-linked company under Darussalam Assets Sdn Bhd. Click here for more info.

1.2 Why was UNN established?
Transforming the ICT sector into a more digital industry with a world class operating model and infrastructure is a critical enabler to achieving Wawasan Brunei 2035 for Brunei Darussalam.

In accordance with Wawasan Brunei 2035 and its 3 main goals,

• To make Brunei Darussalam a nation which will be widely recognised for the accomplishment of its educated and highly skilled people as measured by the highest international standards.
• To achieve a quality of life that is among the top 10 countries in the world.
• To build a dynamic and sustainable economy with an income per capita among the world's top 10.

A review of the telecommunications industry was carried out in 2018 and a transformation program was approved by the Government to move into implementation phase without delay.

UNN was established on 04 December 2018 to serve this purpose, i.e., taking over all the network infrastructure, and consolidating and modernising all the transferred networks to offer wholesale telecommunication services to both national and international clients.

UNN believes that through modernising the network infrastructure and investing on new technologies, it can help create a modern and cost-efficient digital platform in support of Brunei Darussalam’s Vision 2035 and the ICT transformation journey—as Brunei progresses towards a more connected and digitally integrated future.

1.3 What is the Vision and Mission of UNN?
Click here for more info

1.4 What are the differences between UNN and other telecommunication services providers in Brunei?
Brunei Darussalam has 3 major telecommunications service providers – Datastream Digital (DST) Sdn Bhd, imagine Sdn Bhd, and Progresif Sdn Bhd that offers fixed and mobile services to subscribers in Brunei.

UNN is a wholesale services company that develops and operates the country’s telecommunication infrastructure and digital platforms and provides the necessary support to the service providers.

1.5 Does UNN provide job opportunities for locals?
Yes, we are constantly on the lookout for talented individuals. We publish job vacancies on UNN website under Careers, UNN Instagram and UNN LinkedIn. Kindly peruse these platforms to keep up to date on job opportunities with UNN.

1.6 Where can I find the latest news and updates about UNN, the network, and its services?
The latest updates and announcements of UNN network and services are usually published on UNN Instagram page @unn.bn. News about UNN are published on UNN website under Media – News, Publications, Articles.

2.1 How do I sign-up for home broadband (internet)?
You may subscribe for your home broadband with any one of the service providers - DST, imagine, Progresif by visiting the branch closest to you.

For your convenience, please refer to the website or social media pages of these service providers to know more about the different home broadband packages they have to offer before you visit their branches.

2.2 What documentations do I need to bring upon registration?
You may refer to the website or social media pages of service providers DST, imagine and Progresif on their requirements when registering (or, subscribing) for your services. But in general, below are the standard documentations that are usually requested for during registration.

Local Residents. (Yellow and Red IC holders)

• Identity Card (IC)

Non-local (Green IC holders)

• Identity Card (IC) / Passport
• Employment letter for green IC

Applying a broadband for your business. (For all IC holders)

• Identity Card (IC)
• Form x or 16/17 (must be signed by owner and company’s stamp)
• Director or owner of business’ IC photocopy (must be signed by owner)
• Additional authorization letter with business letter head.’

2.3 Do I need to apply for voice services or a fixed telephone line when subscribing for a home broadband (internet)?
Yes, you need to subscribe for a fixed telephone line to enable your home broadband.

2.4 Will I be provided with a home telephone set upon installation?
UNN does not provide customers with a telephone set. However, you may purchase your own telephone set from a variety of shops in Brunei before UNN technicians visit your house for broadband installation.

2.5 Where can I buy a home telephone set?
Home telephone sets are usually available for purchase in a variety of shops in Brunei. You may ask any of your chosen service provider (DST, imagine, Progresif) for recommendations.

2.6 When can I expect the installation to be carried out?
Our standard timeline for installation is up to 12 calendar days* after you sign-up with your chosen service provider (DST, imagine, Progresif), if there are no unforeseen issues.

Your chosen service provider will check the availability of service in your location and schedule with you a date for an appointment with a UNN technician to install your home broadband.
*Calendar days mean including Saturdays and Sundays.

2.7 Can I reschedule the appointed date and time for installation?
Yes, you will need to contact your chosen service provider to advise your new date and time for the installation at least 1-2 days before your appointment.

While our UNN technician will call you prior to the appointment, we do not recommend rescheduling with our UNN technician.

2.8 Can I change my UNN ONT device (modem/router)?
If your existing UNN ONT device is not working properly, we recommend you raise the issue with your service provider who will contact UNN to replace the faulty modem/router for you.

2.9 I want to connect the UNN ONT device to other parts of my house. Why are there additional charges for this request when I thought installation is free?
Free standard installation includes UNN providing Access Terminal Box (ATB), Terminal Box (TB), Optical Network Terminal (ONT), and internal wiring up to 10 metres (between TB & ATB) upon customers’ first fibre installation only.

Customers who wish to connect their ONT device to other parts of their houses beyond the distance specified will need to raise the request through their respective service provider who will recommend a list of approved contractors to quote for the cost of extension. Once customers agree to the cost quoted, an appointment will be made between service provider and the selected contractor to visit their houses to carry out the extension.

2.10 Why is my house installation different from my neighbour?
UNN standard installations are carried out in accordance with industry standards. There are three types of standard installations carried out depending on the conditions of your house environment.

• Fibre Connect to Ring (FCR).
  
  
  
  
• Fibre Connect to Manhole (FCM).
  
  
  
  
• Fibre Connect to Wall (FCW).
  
  
  
  

2.11 What can customer expect before, during and after house installation?

Before installation:
UNN will contact you to validate your customer details (such as full name, service number, home address) against the details registered with your current service provider before confirming the time and date of the appointment for installation.

During installation:
On the day of appointment, UNN technicians will contact you to confirm your availability at your house.

Once you have consented for our technicians to enter your house, our technicians will carry out a survey around the premise to ensure that the network infrastructure is available before proceeding with the installation inside the house.

If network infrastructure is available, then UNN technicians will inform you which type of installations is most suitable according to your house environment and present you with the Installation Consent Form to sign and acknowledge before proceeding with the recommended installation type.

If network infrastructure is not available, then our technicians will inform you that installation will be deferred before concluding the appointment and exiting your premise accordingly.

After installation:
Once installation is completed, UNN technicians will request you to test the internet connectivity with your own devices to confirm the broadband service is online.

UNN technicians will present you with a Service Acknowledgement Form to sign and acknowledge that installation was satisfactory and successfully completed.

3.1 What do I need to do when I change my place of residence (relocation within Brunei)?
You will need to visit your chosen service provider (DST, Imagine, Progresif) to process the relocation of your subscribed services. You will also need to bring your existing UNN ONT device, telephone set, power adaptor and patch cord to your new place of residence.

3.2 Can I keep the same home telephone number (landline / fixed line)?
If your new location is within the same district, you may keep the same home telephone number by requesting from your chosen service provider.

3.3 How long does relocation process take?
If there are no issues during the relocation process, our standard timeline for installation is up to 12 calendar days* from the date when the relocation ticket was created by your chosen service provider.
*Calendar days include Saturdays and Sundays.

3.4 What happens when my new place does not have telephone pole? Or it’s a copper area?
The availability of telephone pole does not necessarily determine the services you can enjoy.

Before you relocate, you will need to update your chosen service provider (DST, imagine, Progresif) on your new place of residence. At the same time, you can inquire about the available services at your new location. Your chosen service provider will have all the information regarding your area and determine the types of plans or services to suit your needs.

4.1 I didn’t have internet connection for x days? Is it possible to adjust my bill?
You will need to visit the nearest branch of your chosen service provider to raise a bill enquiry. Once your enquiry is logged, your chosen service provider will investigate and provide you with their decision to adjust your bill.

5.1 How to follow up for your complaints or enquiries?
Customers subscribe to the plans offered by service providers (DST, imagine, Progresif) for their fixed services (voice and broadband) and mobile services. Thus, customers should contact their chosen service provider at 151 for DST, 111 for imagine, and 177 for Progresif to enquire about their subscribed services, raise a complaint, or follow up on their service / complaint statuses.

6.1 What happens if there is no telephone pole line near my place of residence?
The availability of telephone pole does not necessarily determine the services you can enjoy.

Before you sign up of a plan or service from your chosen service provider (DST, imagine, Progresif), you can inquire about the available services around your area. Your chosen service provider will have all the information regarding your area and determine the types of plans or services are available at the location before selecting the ones that suit your needs.

6.2 What do I need to do when there is damage to my telephone line pole? (For example, due to construction works around the area, road accident, etc.)
If the damaged telephone line pole has impacted your service, you would need to report the incident through your service provider’s hotline at 151 for DST, 111 for imagine and 177 for Progresif.

If your service is not impacted but you wish to report the damaged infrastructure, you may share the location and pictures of the damaged infrastructure by emailing to UNN at communication@unn.com.bn.

7.1 What do I need to do if my internet connection is slower than usual?
First of all, please check whether you have reached the limit of your subscribed data volume for the month.

Secondly, please be aware that your home internet connection is probably used by more than one user and a multitude of devices at the same time. In such cases, the overall bandwidth of the service is shared between them. Make sure to disconnect unused devices from the internet as the more devices connected to the internet, the slower your internet connection will be.

If the first two steps are carried out and your internet experience is still impacted, turn off your UNN ONT device (modem or router), wait 5 minutes and turn it on.

If red light is blinking on your ONT device, it could indicate a problem with internal or external wiring. Please contact your service provider at 151 for DST, 111 for imagine or 177 for Progresif at your earliest convenience.

Find out about your internet experience and how they can be impacted from UNN Instagram posts by clicking the links below.

• Know your ONT.
• Know your WIFI.

8.1 How can I get 5G services?
Customers are required to sign up for a 5G plan with your preferred service providers (DST, imagine or Progresif) and have a 5G device that is compatible with the 5G network to enjoy 5G services. Devices with 700MHz band n28, 1800MHz band n3, and 3500MHz band n78 can make full use of the 5G network in Brunei Darussalam.

8.2 Where is the 5G mobile network available?
You may refer to the map provided below to determine where 5G mobile network is available.


UNN 5G coverage map.

8.3 How many types of 5G services are there?
5G services in Brunei are running on 3500MHz, 1800MHz & 700MHz spectrum. 3500MHz spectrum should provide higher theoretical speeds compared to the 1800MHz & 700MHz spectrums.

8.4 Which telecommunication companies will offer 5G services to the public / consumers?
Telecommunication service providers such as DST, imagine and Progresif will offer 5G plans to their customers. Customers may visit their websites and branches to determine which 5G plans suit your needs.

8.5 What devices are currently compliant with the 5G network in Brunei?
Devices with 700MHz band n28, 1800MHz band n3, and 3500MHz band n78 are compatible with the 5G network. The ones tested by UNN are listed in Appendix A for your reference. You may also refer to your mobile phone dealer or visit https://www.gsmarena.com/search.php3 to determine the bands that your preferred devices support.

8.6 Can other 5G devices that are not UNN-tested be connected to the 5G network in Brunei?
As long as the devices conform to the standards for international markets and are specified to use the bands n3, n28, and n78, they should be able to connect to the 5G network in Brunei. However, not all devices have been tested by UNN. The ones tested are listed in Appendix A for your reference.

8.7 Is UNN responsible for 5G devices that are not compatible with UNN 5G network?
UNN recommends devices with 700MHz band n28, 1800MHz band n3, and 3500MHz band n78 as they are compatible with the 5G network in Brunei. You may ask your mobile phone dealer to test the device you want to purchase with a 5G-enabled SIM card to demonstrate that the device is connecting to the 5G network in Brunei.

8.8 How will 5G services impact my data consumption?
Data consumption is linked with your usage pattern or behaviours.

With faster speeds on 5G, you will be able to download and stream content at a much faster speed than with 4G. This means that you may use more data as you enjoy the increased speed to watch more videos, download larger files, and stream more music.

In addition to faster speeds, you may be prone to use applications that require a lot of data, such as HD 4K video streaming and virtual reality. These applications would require large amounts of data to be transmitted in real time, which can lead to more data being used than previously observed.

Thus, you may consider your usage patterns before you subscribe to the 5G plan offered by your service provider to ensure you have sufficient and ample data allowances for your 5G enjoyment.

8.9 Will I automatically get 5G service if my device is 5G enabled?
5G services are activated the moment you have signed up for the 5G plan offered by your service provider.

8.10 What are the 5G plans offered by DST, imagine and Progresif?
Customers may visit their website or social media pages to determine the types of 5G plans they have available.

8.11 Why am I still on 4G service when I am using a 5G device and my area is covered by UNN 5G network?
There are several factors to consider when using 5G services.

Firstly, check if your current mobile subscription plan is 5G-enabled. If not, please visit your service provider (DST, imagine or Progresif) to subscribe to a 5G plan that suit your needs.

Secondly, check if your 5G device is supporting the bands n3, n28 and n78 to be compatible with the 5G network in Brunei. Please refer to your mobile phone dealer to find out your device compatibility or visit https://www.gsmarena.com/search.php3 to search for the devices you are using and determine the bands they support.

Thirdly, refer to the UNN 5G coverage map to confirm that your area is covered by the 5G network. Please check your device setting to confirm that the mobile network field indicates ‘prefer 5G’ or similar.

If all steps have been taken and problem still persist, you may raise the issue with your service provider for further investigation.

8.12 Will I get firmware upgrade for 5G?
Firmware upgrade is provided by the device manufacturer. Please refer to your mobile phone dealer for more information or visit the home page of the device manufacturer.

8.13 What are the SIM card type(s) that are compatible with the 5G network in Brunei?
There is no need to change the SIM card you are currently using. The access to the 5G services will be enabled in the systems when you opt for 5G services within your current subscription. If your current subscription does not provide the option for 5G, please speak with your service provider to determine how you can move to another plan to be able to use the 5G services.

8.14 Do I have to change my SIM card to a 5G SIM card in order to connect to the 5G network in Brunei?
Please refer to your service provider to confirm if your SIM card needs to be changed.

8.15 What is the difference between 4G and 5G?
The main differences between 4th Generation (4G) and 5th Generation (5G) networks are speed and latency. 5G networks are generally faster and have lower latency than 4G networks. 5G networks can achieve up to 1Gbps whereas 4G networks typically top out at several hundred megabits per second.

8.16 What happens if my device does not support 5G services?
5G services require devices that are compatible with the spectrum bands defined for 5G and deployed in Brunei. Devices which are not build with 5G capabilities or with bands not available in Brunei will not connect to the 5G network. This cannot be fixed by software updates as band compatibility are part of the device hardware.

8.17 Is 5G coverage nationwide?
Kindly refer to UNN 5G coverage map. The 5G network is covering most of the populated areas and the coverage will be continuously extended to areas currently not covered.

8.18 Will there be a seamless handover from 5G to 4G services?
Yes. There will be seamless handover in case the coverage area changes from 5G to 4G and vice versa.

8.19 Do I need a new device in order to use 5G services?
Devices with 700MHz band n28, 1800MHz band n3, and 3500MHz band n78 are compatible with the 5G network in Brunei. You will need a new device if your current one is not built to support the 5G spectrum bands mentioned.

8.20 How do I know if I’m already on 5G?
The device should display the 5G logo on the signal bar.

8.21 How do I know whether my device is compatible with the 5G network in Brunei?
To be compatible with the 5G network in Brunei means the handset is supporting the bands n3, n28 and n78. Please refer to your service provider or mobile phone dealer to find outUnified National Networks Sdn Bhd 16 | 17 about your device compatibility or visit https://www.gsmarena.com/search.php3 to search for the devices you are using and determine the bands they support.

8.22 How does 5G benefit me?
This depends to the customers intention to be on 5G services. In terms of speed, 5G offers significantly better throughput than 4G. 5G speed can typically achieve speeds of 300Mbps up to 1Gbps.

8.23 Will my voice calls be on 5G too? Or is it data only?
No, 5G services currently cover data and SMS only.

8.24 Does 5G network use VoLTE?
Yes, but this service is still in implementation stage.

8.25 Can I change from 5G to 4G?
If you are referring to your subscription plan, please contact customer care hotline of your service provider at 151 for DST, 111 for imagine and 177 for Progresif.

If you are referring to mobile coverage, if 5G service is out of range, you will be automatically connected to 4G service. There will be seamless handover in case the coverage area changes from 5G to 4G and vice versa.

You can also put the mobile network settings of your device to ‘prefer 4G / LTE’ which will force your 5G device to stay on 4G network.

8.26 Can 5G network lead to health risks? Should people worry about 5G?
The mobile equipment that UNN implemented is based on strict international standards related to health and safety and is compliant to the respective regulations in Brunei. There is no scientific evidence that 5G network poses any health risks to users.

8.27 Will 3G or 4G continue to work?
Yes. 3G and 4G will continue to work as per status quo.

8.28 What is the difference between 5G and WIFI?
5G is a mobile network technology that is deployed based on public mobile telecommunication standards and managed by mobile service provider. It operates using a network of operator grade base stations and mobile towers that provide coverage over large geographic areas. WIFI, on the other hand, is a local area wireless networking technology that typically operates within a limited range, such as a home, office, or public hotspot, using Wi-Fi routers or access points.

8.29 At which sites can I get the maximum speed for 5G?
To achieve higher speeds on 5G, you will have to be within the 3500MHz coverage. Kindly refer to UNN 5G coverage map for reference.

8.30 Does 5G also work on data-only SIM?
5G will work on data-only SIM when it is provisioned with respective 5G plan and the device is compatible to the 5G network in Brunei.

8.31 What are the 5G phones (brand and model) that are compatible with the 5G network in Brunei?
Devices with 700MHz band n28, 1800MHz band n3, and 3500MHz band n78 are compatible with the 5G network in Brunei. Please refer to your mobile phone dealer to find out your device compatibility or visit https://www.gsmarena.com/search.php3 to search for the devices you are using and determine the bands they support.

8.32 What do consumers need to look for before purchasing a 5G phone that is compatible with Brunei's 5G network?
Devices with 700MHz band n28, 1800MHz band n3, and 3500MHz band n78 are compatible with the 5G network in Brunei. Please refer to your mobile phone dealer to find out your device compatibility or visit https://www.gsmarena.com/search.php3 to search for the devices you prefer and determine the bands they support.

8.33 What are the roaming partners (if any) for 5G roaming?
UNN will be establishing 5G roaming agreements with the roaming partners worldwide. Step by step, we will be following a road map of countries most visited by citizens from Brunei.

8.34 What technology is approached for voice calls and SMS?
Voice call is currently on 3G whereas SMS is available on 3G, 4G and 5G.

Below are the handset models tested by UNN.