Frequently Asked Questions

1. What is Mobile Internet Filter?

   Mobile Internet Filter is a mobile add-on that allows you to protect your loved ones from exposure to inappropriate content, social network risks and other mobile internet threats.

2. What is the ‘Free 6 months’ offer for Mobile Internet Filter?

   Under the IMDA mandate, all Telecommunication providers are required to offer 6 months free Mobile Internet Filter service with mobile plans signed up (new or recontract) from 1 Dec 2016.

3. How much does it cost if I decided to subscribe to Mobile Internet Filter, after the free 6 months?

   You may subscribe to this service at a nominal monthly subscription fee of $3.27 per number, up to a maximum of 3 numbers.

   Description	Min. Contract Term	Charges (with GST)
   Mobile Internet Filter (1 Number)	1 Month	$3.27
   Mobile Internet Filter (2 Numbers)	1 Month	$6.54
   Mobile Internet Filter (3 Numbers)	1 Month	$9.81

4. Will I be charged for this service?

   You will not be charged for this service for the first 6 months. However, after 6 months, the service will be terminated automatically unless you opt-in to continue the service.

5. Can I sign up for the free 6 months service later (Eg. 3 months after I sign up a new line/ recontract)?

   Yes, you may subscribe to the free 6 months service anytime via My Account.

6. How do I opt-in to continue Mobile Internet Filter, after the free 6 months?

   You may opt-in for this service via My Account.

7. Will I be updated and notified on my free 6 months expiry?

   Yes, an SMS will be sent to you on the 7th, 3rd and 1 day before service expiry. If you opt-in through the SMS, you will be subscribed to the payable service (1 Number) at $3.27 per month immediately.

8. Am I eligible for another free 6 months every time I recontract my mobile service?

   No, you are not eligible.

9. How many times can I enjoy the free 6 months service?

   Every mobile number can only enjoy the free 6 months service once. Customers who do not complete the full free 6 months term, cannot enjoy the free service the 2nd time as they had been provisioned with the free service once before.

10. What happens if I change my mobile number? Will the free 6 months service continue on my new number?

    Yes.

11. I am a Corporate customer, can I sign up for the free 6 months service?

    No, you may not as the free 6 months service is only applicable for RES/CIS (non-corporate) customers.

12. What is the difference between the chargeable service and the free 6 months service?

    On the chargeable Mobile Internet Filter service, the main line can nominate up to 3 numbers and block their mobile content usage accordingly. For example, only the parent’s line needs to subscribe to the service and the content usage on up to 3 of his/her children’s’ mobile line will be managed as well at no additional subscription charge. The free 6 months Mobile Internet Filter service (mandated by IMDA) only works on the main subscribed mobile number and is not allowed to nominate for any additional lines to enjoy the service. If you wish to manage your child’s content usage on the mobile phone, please subscribe your child’s mobile number to the free 6 months service individually.

13. How does Mobile Internet Filter service work and what are the benefits to using this service?

    You can:

    - Set your child’s mobile internet content filtering according to age group

    • Age category:
      • Child: Below 12 years old 
      • Teens: 13-18 years old 

    - Receive alert reports via SMS or email when your child surfs inappropriate content on their mobile device

    - Set time restrictions for mobile internet access

    Child (Below 12 years old)

    Teens (13 - 18 years old)

    Categories Blocked: • Sex Nudity Child Pornography & Abuse Mature Content Pornography • Violence Gore Hate / Racism Self-Harm Suicide Weapons • Entertainment Games • Communication and Social Network Virtual Community / Chat / Instant Messaging • Malicious Anonymizer / Proxy Avoidance Scams / Questionable / Illegal / Criminal Skills Hacking • Addiction Gambling Illegal Drugs Tobacco • Opinion Alternative Spirituality / Belief / Cults Alternative Spirituality / Belief / Occult • Personal Personal Ads and Dating Society / Daily Living

    Categories Blocked: • Sex Nudity Child Pornography & Abuse Mature Content Pornography • Malicious Anonymizer / Proxy Avoidance Scams / Questionable / Illegal / Criminal Skills Hacking • Addiction Gambling Illegal Drugs Tobacco • Opinion Alternative Spirituality / Belief / Cults Alternative Spirituality / Belief / Occult • Violence Gore Hate / Racism Self-Harm Suicide Weapons • Personal Personal Ads and Dating

14. How can I sign up for Mobile Internet Filter service?

    You can simply sign up for this service via:

    a. Simply dialing *MIF (*643) and reply with respective option for service activations.

    b. My Portal

    c. My Account

    d. Singtel Retail shops & SERs

    Once the service is activated, you can proceed to My Portal website (https://myportal.singtel.com/web/guest/home) on your computer or on your phone to personalize your settings for your designated nominated number(s).

15. Is there any termination penalty for Mobile Internet Filter service?

    The minimum term is 1 month, thus any termination within the month will still be charged.

16. Is Mobile Internet Filter service device dependent?

    No, Mobile Internet Filter is compatible on most mobile devices, excludes BlackBerry devices.

17. Do I need to download any application on to my child’s mobile phone before using this service?

    No, you do not need to download any application onto your child’s mobile phone. Simply log in to My Portal website through your computer or through your phone to manage all settings.

18. Do I need to download any application on to my mobile phone before using this service?

    No, you do not need to download any specific Mobile Internet Filter application on to your mobile phone. Simply log in to My Portal website through your computer or through your phone to manage all the settings.

19. Am I able to know which restricted websites my child has visited on his/her mobile device?

    Yes, you can have up to 1 month’s visibility of all the restricted websites that your child has browsed on their mobile device once you set the alerts. Simply log in to My Portal website and select the report period for each child’s line. You can also choose to be alerted via SMS or email upon the access of the restricted websites. The report lists all website access within each browsed page including banners or links that may fall under the restricted content categories.

20. What does Mobile Internet Filter service track and manage?

    Mobile Internet Filter service lets you track and manage your child’s mobile internet access activity from content filtering to time restrictions.

21. Will Mobile Internet Filter service still work if my child’s mobile device is connected via WiFi?

    No, this service will not work if the mobile device is connected via WiFi, be it at or out of home.

22. Will Mobile Internet Filter service still work if my child roams overseas?

    Yes, this service will still work if your child is roaming overseas regardless of the mobile data network that they log on to.

23. Will Mobile Internet Filter service still work if my child is using mobile applications e.g. specific video or social media applications, on their device instead of the phone’s native browser?

    Mobile Internet Filter service may not work as each unique mobile application is designed differently and they might not be filtered through the Singtel mobile network.

24. Can I enjoy the same Mobile Internet Filter protection for my child at home?

    Singtel is pleased to introduce Home Internet Filter that is customized to help families better manage their home devices.

25. Do I need to obtain any prior approval before I can personalize my child’s profile?

    To prevent potential abuse of the service and to protect our customers’ interest, an SMS will be sent to the newly added number under your Mobile Internet Filter account. Your child will need to reply and acknowledge the service acceptance via the same SMS within 24 hours before you can start personalizing his/her profile.

26. My iPad with a Singtel mobile broadband SIM card cannot receive and send SMS. Can I control my child accessing my iPad?

    Every mobile broadband SIM card has an assigned mobile number as well. After you have added the mobile number in your iPad under your child list, the user can log in to My Portal website with your iPad mobile number and acknowledge the service acceptance from the My Portal website.

27. What happens if my child does not accept the service within 24 hours?

    You will be notified when your child fails to accept the service within 24 hours. You will then need to log in to My Portal website to resend your request.

28. What happens if my child changes his/her mobile phone but retains the same mobile number?

    The service will continue with the new mobile phone without any service interruption as the management of the mobile phone is done remotely via web and for the use of the mobile line specifically.

    Note: This service is currently not available for prepaid customers and also not supported on BlackBerry devices. 

29. What happens if my child changes his/her SIM card but retains the same mobile number and handset?

    The service will continue with the new mobile phone without any service interruption as the management of the mobile phone is done remotely via web and for the use of the mobile line specifically.

30. What happens if my child changes his/her mobile number?

    You will need to remove your child’s old mobile number and add his/her new mobile number via the Mobile Internet Filter service in My Portal website. Just like adding a new number during the initial set-up, you can only personalize the settings for the designated mobile number after the child accepts the service.

31. What happens if I changed my mobile number?

    You need to terminate Mobile Internet Filter service under your old number. You will then need to reapply for the service and create a new personalization/profile under your new Singtel mobile number.

32. Is Mobile Internet Filter service supported when using a Multi-SIM?

    Yes, this service is supported on both the primary and secondary SIMs.

33. Is Mobile Internet Filter service supported on mobile broadband (dongles and tablets)?

    Yes, this service is supported on mobile broadband.

34. What is my My Portal username and password?

    Your username is your mobile number with a 65 prefix and the password is your OnePass password. Kindly create a Singtel Mobile My Portal website via https://myportal.singtel.com/web/guest/home if you do not have one currently.

35. Can I customize the Mobile Internet Filter service to suit my individual child’s profile?

    Yes. This service offers customizable settings for up to 3 numbers each under 1 mobile account. For instance, you can set mobile internet filter for your primary school child under age category below 12 and your teenager between 13-18 years old. Similarly, you can select and customize the time restrictions based on their individual schedules of up to a maximum of 3 restriction groups.

    Please click here for reference on the steps to set up.

36. How does Singtel decide on which websites to block with Mobile Internet Filter service?

    Singtel uses a pre-selected content categories filtering based on the age of the subscribed child provided. Any websites that falls under these pre-selected content categories will be blocked. The websites content categorization is managed by a professional company that analyses the websites and the database is managed and updated regularly.

37. How do I know which are the pre-selected content categories which are blocked for my child under Mobile Internet Filter service?

    Please refer to question 13 for the pre-selected content categories.

    Note: With the proliferations of internet contents daily, no filtering service will be 100% foolproof. Parents or guardians should note that this service is not a replacement for parental/ adult supervision.  The service may not block access to all unwanted or undesirable websites and Singtel makes no warranty of filtering accuracy.

38. Can I customize the content categories or specific website to be blocked for my child?

    We regret to inform you that the pre-selected mobile content categories are fixed and cannot be customized.

39. Can I customize the time restrictions limited for my child?

    Yes. You can customize the time restrictions up to a maximum of 3 restriction groups.