Support > Home > Time Fibre Home App > Control Hub

I am using a TP-Link/D-Link/Linksys device. Why can't I see the WiFi Manager features? How do I get it?

The WiFi Manager features vary with device models. Some features are not available on older devices. We recommend upgrading to the latest devices to a...

Support > Home > Promotion > Monthly Discounts on 24-Month Contract Plans

How long will this promotion last?

This promotion is valid from 25 November 2025 to 31 January 2026.​

Support > Home > Promotion > Monthly Discounts on 12-Month Contract Plans

How long will this promotion last?

This promotion is valid from 8 September 2025 to 31 October 2025.

Support > Business > Subscription > Additional Service

Is a voice line included with the plan?

Yes, a free voice line (local calls only, IDD not included) is included with our 300Mbps, 600Mbps, 1Gbps and 2Gbps plans. Customers can also purchase...

Support > Home > Plans > Voice Plans

How do I connect my fixed line phone?

Simply connect your phone to the TEL port on your 2-in-1 device or modem. You may refer to the images below:

Support > Business > Subscription > Additional Service

Can I connect the phone lines provided by Time to my fax and/or credit card terminal?

Yes, you can.

Support > Business > Subscription > Additional Service

What additional services can I subscribe to in addition to the Time Basic Voice Line service?

We have three bundled services available for you to choose from: Standard VAS – CLIP, Call Forwarding, Direct Dialling. Plus VAS – Call Waiti...

Support > Business > Subscription > Additional Service

What is Time Basic Voice Line?

Time Basic Voice Line is a fixed voice line service that provides incoming and outgoing calls to subscribers. It comes with 2 voice lines with a RM45 ...

Support > Business > Subscription > Additional Service

What is the minimum contract period for Time Basic Voice Line?

The minimum contract period is 12 months with a one-time registration fee. The registration fee is waived for 24-month contract periods and above.

Support > Business > Subscription > Additional Service

How many voice line(s) are bundled together with the subscription of Time Fibre Business and Time Fibre Business Pro?

The subscription comes with 1 voice line with no rental charge. If you need more voice lines, you may subscribe for the Time Basic Voice Line.

Support > Business > Promotion > New Subscriber Promo – Online Exclusive (600Mbps & 1Gbps plans)

How long will this promotion last?

This promotion is valid from 15th April 2025 until further notice.

Support > Business > Promotion > (Expired) New Subscriber Promo – Online Exclusive (Limited Edition Golf Umbrella Giveaway)

How will I receive the limited edition golf umbrella?

Eligible customers will receive the umbrella via doorstep delivery. No self-collection or alternative delivery methods are available for this campaign...

Support > Business > Promotion > (Expired) New Subscriber Promo – Online Exclusive (Limited Edition Golf Umbrella Giveaway)

What is the exciting Limited Edition Golf Umbrella Campaign about?

This campaign is a special online-exclusive promotion by TIME. Customers who successfully subscribe to any of the Time Fibre Business plans through ou...

Support > Home > Promotion > Hook Up and Earn Programme (HUAE) Referee

How do I sign up using my friend’s referral link?

All you have to do is click on the link your friend sent you, select your package and complete the online signup. Make sure you use the same link thr...

Support > Home > Promotion > Hook Up and Earn Programme (HUAE) Referrer

Is there a limit to the number of friends I can refer?

Nope, there’s no limit so share the love far and wide!

Support > Business > Promotion > (Expired) New Subscriber Promo – Online Exclusive (500Mbps & 1Gbps plans)

How long will this promotion last?

This promotion is valid from 15 December 2024 until 14 April 2025.

Support > Home > e-Invoice

How long does it take for my e-Invoice request to be processed?

Your e-Invoice registration will take effect on your next bill. To ensure timely processing, please submit your request at least 2 days before your ne...

Support > Business > Loyalty Upgrade

There are too many line items in my latest bill, how do I read it?

Your latest bill (the next bill cycle after the free speed boost) should reflect the new speed with the same monthly subscription fee. The rest of the...

Support > Business > Loyalty Upgrade

What is Time’s Loyalty Upgrade all about?

Life’s too short for slow internet, so we’re bumping up the speed for our subscribers on plans below 100Mbps – for free with no strings attached...

Support > Home > Gig Speed Home (FTTR)

Do I need to pay for installation?

Cabling up to 100m and the devices included in the package are complimentary. See more details below: Gig Speed Home Package 1 parent node + 1 chi...

Support > Business > Self Care

What if I have trouble logging in to Self Care?

If you encounter any issues with logging in, you can try resetting your password first. Otherwise, reach out to us at care@time.com.my or 1800-18-2828...

Support > Home > Time Fibre Home App

How do I log in to the app?

You can log in using the same username and password as your Self Care. Please note that your default username is your MyKad/passport number and cannot...

Support > Home > WiFi 7

I'm a 2Gbps subscriber. Do I get to enjoy WiFi 7?

Not yet, but stay tuned! Currently, our 2Gbps plan provides a top-of-the-line router optimised for your high speeds. We’re actively working on b...

Support > Business > New App Update

Will my latest account information be available in Self Care?

Yes, your account information will all be available in Self Care. You can log in with the same credentials as the old app.

Support > Business > New App Update

Can I log in to Self Care if my Internet is not installed yet?

Yes, absolutely! You can use Self Care to track your order, reschedule your installation appointment and change your profile. Check your email for you...

Support > Business > New App Update

What if I have trouble logging in to Self Care?

If you encounter any issues with logging in, you can try resetting your password first. Otherwise, reach out to us at care@time.com.my or 1800-18-2828...

Support > Home > New App Update

What if I have trouble downloading or logging in to the new app?

Make sure that you’re using the latest version of the app and try resetting your password first. If you’re still encountering issues, plea...

Support > Home > New App Update

I can't use the WiFi Manager features like WiFi Configuration and Parental Controls. Why?

The WiFi Manager features are only compatible with the device models below: WiFi 7: HG8145B7N WiFi 6: HG8145X6 / HG8145X6-10 / HG8245X6 / HN8245X6 / V...

Support > Home > Subscription > Installation

What is the installation process like?

The installation process might differ slightly depending on the type of building you live in — whether it has prelaid fibre or not. If your unit has...

Support > Home > Free Speed Boost

There are too many line items in my latest bill, how do I read it?

Your latest bill (the next bill cycle after the free speed boost) should reflect the new speed with the same monthly subscription fee. The rest of the...

Support > Home > Free Speed Boost

Can I pay less for a lower speed instead of the free speed boost?

While the free speed boost aims to give you a smoother online experience and bridge the gap between Internet tiers, we do offer a variety of plans to ...

Support > Home > Relocation

I’ve been a subscriber for less than 24 months. Can I still request an outdoor relocation?

Absolutely! You can request for an outdoor relocation anytime. However, a RM120 fee applies if you’re still within your contract period.

Support > Home > Devices

What are the LAN ports and how many LAN ports does my device have?

Also known as ethernet ports, LAN ports allow your device(s) to connect to the network via a wired connection which typically yields higher speeds. Re...

Support > Home > Gig Speed Home (FTTR)

How long will installation take?

Installation typically takes 4 to 6 hours, depending on setup complexity. If you’re also activating a new Time Fibre Home service, please allow an a...

Support > Home > Gig Speed Home (FTTR)

What if I terminate my subscription?

If you choose to terminate your broadband subscription, your Gig Speed Home service will also be terminated, since it’s linked to your account. If y...

Support > Home > Gig Speed Home (FTTR)

Can I transfer ownership of my Gig Speed Home service to someone else?

Your Gig Speed Home service is tied to your account. So when you transfer your account to someone new, Gig Speed Home goes along with it. If you chose...

Support > Home > Gig Speed Home (FTTR)

Can I relocate my Gig Speed Home to a new address?

Yes, you absolutely can. But do note that relocation fees and other charges may apply. You can view the rate card here.

Support > Home > Gig Speed Home (FTTR)

Is there a contract period for Gig Speed Home?

Nope, there’s no contract period for Gig Speed Home. And subscribing to the service will not affect your broadband contract period either.

Support > Home > Gig Speed Home (FTTR)

How do I pay for Gig Speed Home?

There are 2 payment options: Full payment – This option is open to all subscribers. 24-month payment plan – This option is only applicabl...

Support > Home > Gig Speed Home (FTTR)

I don’t see the Gig Speed Home option in Self Care. Why?

This may be because you aren’t currently on our 600Mbps or 1Gbps plan and/or it isn’t available in your building. You can check for Gig Speed Home...

Support > Home > Gig Speed Home (FTTR)

How do I subscribe to Gig Speed Home?

You’ll be able to select Gig Speed Home as an add-on while you’re signing up for the Time Fibre Home 600Mbps or 1Gbps plans. Check out our plans a...

Support > Home > Gig Speed Home (FTTR)

Is the parent node compatible with your other mesh devices?

Unfortunately, the parent node is only compatible with its corresponding child nodes. Gig Speed Home devices are not compatible with our other mesh Wi...

Support > Home > Gig Speed Home (FTTR)

Why is it only available in selected buildings?

Gig Speed Home is a cutting-edge service that requires specialised installation techniques. To ensure top-notch quality, we’re currently trainin...

Support > Home > Gig Speed Home (FTTR)

Is Gig Speed Home available to me?

Gig Speed Home is exclusively available to Time Fibre Home 600Mbps and 1Gbps subscribers on a 24-month contract plan and selected buildings only. Clic...

Support > Home > Gig Speed Home (FTTR)

Why is my speed not up to 1Gbps as advertised?

Internet speeds are based on your broadband plan e.g. if you’re on the 600Mbps plan, your speed will be limited to 600Mbps. Other factors such as ne...

Support > Home > Promotion > New Subscriber Promo – 600Mbps at RM99 for the First 6 Months

How long will this promotion last?

This promotion is valid from 3 July 2025 – 1 June 2026.​

Support > Home > 2Gbps

How many LAN ports does the router have?

The 2Gbps router has 4 LAN ports, including one (1) 2.5Gbps port.

Support > Home > 2Gbps

Can I downgrade to a lower speed?

Yes, you can. You can downgrade your plan from the 7th month onwards by reaching out to us on Live Chat. If you downgrade within your contract period,...

Support > Home > 2Gbps

Why is it only available in selected locations?

Launching 2Gbps means that we have to upgrade our existing infrastructure to accommodate the new speed. We have identified Time-ready buildings in var...

Support > Home > Relocation

I would like to cancel my service as my new location is not within Time coverage. Can I request to waive the early termination penalty?

We’re sorry that we will not be able to waive the penalty as your contract is tied to the current location. Alternatively, you may choose to transfe...

Support > Home > Relocation

What do I do if my new location is not within Time coverage?

Unfortunately, you will not be able to relocate your broadband service. You can, however, transfer ownership of your account to another person. Just g...

Support > Home > Transfer of Ownership

What can I do if my nominee is staying at a different location?

The nominee can request to relocate the service via Self Care after the transfer of ownership is completed. Just click Manage Plan > Relocate Servi...

Support > Home > Transfer of Ownership

How long does it take for the transfer of ownership to be completed?

The request will be completed 14 calendar days from the submission date. The new owner will be responsible for bill payment from this date onwards.

Support > Home > Upgrade/Downgrade Plan

How long does it take to process my upgrade/downgrade?

The request will be processed within 7 working days.

Support > Home > Troubleshooting

Am I able to configure parental controls on the WiFi router provided by Time?

Yes. The parental controls feature is built into any router we provide. You can access step-by-step guidelines to configure parental controls by click...

Support > Home > Troubleshooting

What do the lights on my router indicate?

For more details about what your router lights indicate, click here.

Support > Home > Billing & Payment

My line is suspended but I've made my payment. How long will it take to restore my service?

Payment method Time Self Care, Quickpay, Time Fibre Home app, JomPAY Within an hour Other payment methods Within 24 hours Talk to us via ...

Support > Home > Plans > Voice Plans

Does Time offer free calls to Crisis Preparedness and Response Centre (CPRC) and other Health Authority lines?

Yes. Calls to the following numbers are free of charge 03-88882010 National Operations Management Centre 03-88810200 Crises Preparedness and Res...

Support > Home > Plans > Voice Plans

What are the differences between Time Voice Home Basic, Time Voice Home Lite and Time Voice Home Max?

Time Voice Home Basic Time Voice Home Lite Time Voice Home Max No monthly commitment fee and pay-as-you-use. RM2.50 per month RM10 per month N...

Support > Home > Subscription > Installation

How long does it take for Time to install and activate my service?

Installation can take 2 to 4 hours depending on the type of unit you live in. The installation process involves a site survey, ducting, piping, electr...

Support > Home > Subscription > Coverage

My JMB has already gotten in touch with you and given you the green light. Why aren't you here yet?

It typically takes about 6 months to extend our coverage. Please bear with us while we work on delivering our service to you. If there hasn’t be...

Support > Home > Subscription > Coverage

Why is 2Gbps only available in selected locations?

Launching 2Gbps means that we have to upgrade our existing infrastructure to accommodate the new speed. We have identified TIME-ready buildings in var...

Support > Home > Subscription > Coverage

I live in a landed property. When will Time Fibre Home be available to me?

We’d love to serve all Malaysians with the broadband they deserve, but we’re currently only able to service selected landed properties. Fo...

Support > Home > Subscription > Coverage

What can I do if Time Fibre Home is not yet available where I live?

Let us know here or ask your JMB to get in touch with us via our Live Chat, and we’ll take it into account in our coverage expansion planning.

Support > Home > Subscription > Coverage

Is Time Fibre Home available where I live?

Time is now available in more homes than ever, including landed properties. While we started with high-rises, we’re rapidly expanding our fibre broa...

Support > Home > Pakej MyKabel

How long will this promotion last?

This promotion is valid until 31 August 2025. You’ll have to sign up within the promo period and activate your service within 2 months of your signu...

Support > Home > Self Care

I have multiple accounts. How do I view all of them using the same login ID?

You can merge or unmerge your accounts via Self Care > Manage Plan > Other Modifications. Just fill in the form and submit the request.

Support > Home > Complaint Management Process

How long does it take to resolve a complaint?

This depends on the complexity of the complaint. We endeavour to resolve simple cases within 3 working days, while complex cases involving many partie...

Support > Home > Complaint Management Process

What happens after I lodge a complaint?

You will receive an acknowledgement from us via email. We will then begin our investigation and contact you should we need more information. Please en...

Support > Home > Complaint Management Process

Where can I lodge a complaint?

To reach out to us, you can: Talk to us via Live Chat; or Write to us here. We encourage you to approach these channels for assistance first before ...

Support > Business > Transfer of Ownership

What can I do if my nominee is staying at a different location?

The nominee can request for a service relocation via modification.time.com.my/ftto after the transfer of ownership is completed.

Support > Business > Transfer of Ownership

How long does it take for the transfer of ownership to be completed?

The request will be completed 30 calendar days from the submission date. The new owner will be responsible for bill payment from this date onwards.

Support > Business > Termination

How long does it take for my service to be terminated?

The service will be terminated on the date specified in your termination form.

Support > Business > Devices

What happens if the equipment provided by Time becomes faulty, damaged or lost during my contract period?

All equipment we provide are covered by a limited warranty during your contract period. Any loss or damage due to negligence or abuse is not covered u...

Support > Business > Subscription > Additional Service

Can I connect the phone lines provided by Time to my fax and/or credit card terminal?

Yes, you can.

Support > Business > Subscription > Additional Service

What additional services can I subscribe to in addition to the Time Basic Voice Line service?

We have three bundled services available for you to choose from: Standard VAS – CLIP, Call Forwarding, Direct Dialling. Plus VAS – Call Waiti...

Support > Business > Subscription > Additional Service

What is the minimum contract period for Time Basic Voice Line?

The minimum contract period is 12 months with a one-time registration fee. The registration fee is waived for 24-month contract periods and above.

Support > Business > Subscription > Additional Service

What is Time Basic Voice Line?

Time Basic Voice Line is a fixed voice line service that provides incoming and outgoing calls to subscribers. It comes with 2 voice lines with a RM45 ...

Support > Business > Subscription > Additional Service

How many voice line(s) are bundled together with the subscription of Time Fibre Business?

The subscription comes with 1 voice line with no rental charge. If you need more voice lines, you may subscribe to the Time Basic Voice Line.

Support > Business > Devices

Do I need to pay for installation?

We provide basic cabling services of up to 20 metres from point-of-entry i.e. main door (6 metres from the socket for buildings with pre-laid fibre) t...

Support > Business > Devices

How long does it take for Time to install and activate my service?

A standard installation typically takes about 2 to 4 hours, but the duration will also depend on your building type. Our installers will get in touch ...

Support > Business > Subscription > General Information

How long does it take for Time to cancel my subscription?

You must provide us with 30 days’ notice of any intention to cancel your subscription by reaching out to us at care@time.com.my.

Support > Business > Complaint Management Process

How long does it take to resolve a complaint?

This depends on the complexity of the complaint. We endeavour to resolve simple cases within 3 working days, while complex cases involving many partie...

Support > Business > Complaint Management Process

What happens after I lodge a complaint?

You will receive an acknowledgement from us via email. We will then begin our investigation and contact you should we need more information. Please en...