Support > Home > Devices

How do I change my WiFi 7 (HG8145B7N) or WiFi 6 (HG8145X6) devices from working as an Optical Network Terminal (ONT) to a router/mesh node?

By default, the WiFi 7 (Huawei HG8145B7N) and WiFi 6 (HG8145X6) devices work as a wireless Optical Network Terminal (ONT) or a 2-in-1 device which com...

Support > Business > Devices

How do I change my WiFi 6 (HG8145X6) device from working as a Optical Network Terminal (ONT) to a router/mesh node?

By default, the WiFi 6 (Huawei HG8145X6) device works as a wireless Optical Network Terminal (ONT) or a 2-in-1 device which combines router and Optica...

Support > Business > Devices

Is there an installation fee?

A RM80 installation fee applies if customers do not purchase a device during activation or recontract.

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

When is the promo period?

This promotion is valid from 10th April 2025 until 31th August 2025.

Support > Home > e-Invoice

How do I register for an e-Invoice and how do I get/obtain my Tax Identification Number (TIN)?

You can register by emailing your NRIC/Passport number and Tax Identification number (TIN) to einvoicequery@time.com.my. Malaysian tax payers (includi...

Support > Home > Termination

How do I request for termination?

Subscription Contract Tenure How to terminate? 24-month contract 0-19 months Log in to Self Care, select Manage Plan > Terminate Service...

Support > Home > Devices

What will happen to my device(s) if I terminate my service?

The devices in your plan need to be returned to us. We’ll coordinate the return process with you. Failure to return the devices in good condition ma...

Support > Business > Loyalty Upgrade

How do I know if my speed has been upgraded?

Easy. If you’re an existing Time Fibre Business subscriber from before 2 October 2023, just log into the Self Care portal and your new speed will be...

Support > Home > Termination

Can you refund to a non-Malaysian bank account?

Unfortunately, we are only able to refund to a Malaysian bank account. But you can chat with us or call us at 1800 18 1818 if you need help.

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 > New App Update

When will the old Time Internet app be discontinued?

The Time Internet app will be discontinued on 31 August 2024.

Support > Business > New App Update

When will the old Time Internet app be discontinued?

The Time Internet app will be discontinued on 31 August 2024.

Support > Home > Plans > 12-month Plan

What if I terminate my subscription?

If you terminate your service within your contract, you’ll be subject to an early termination charge of RM500 or the sum of your remaining contractu...

Support > Home > Plans > 12-month Plan

Can I upgrade/downgrade my 12-month plan?

Yes, definitely. If you want to upgrade your plan, just log into Self Care and check it out. You can only downgrade your plan after finishing up your ...

Support > Home > Plans > 12-month Plan

Can I relocate my service on a 12-month plan?

Yes, absolutely! As long as the new address is within our coverage area. Plus, relocation is free once you’ve finished your 12-month contract.

Support > Home > Plans > 12-month Plan

Can I convert my 12-month plan to a 24-month plan?

We’re sorry, but that option is not available. The 12-month plans are catered to short-term subscribers.

Support > Home > Plans > 12-month Plan

I’m subscribed to the 24-month/no contract plan. Can I convert to a 12-month plan?

We’re sorry, but that option is not available. The 12-month plans are only made available for new sign-ups.

Support > Home > Plans > 12-month Plan

Can I enjoy any promos or discounts with the 12-month plans?

Unfortunately, no. Promos do not apply to the 12-month plans, except for the Time Fibre Home Offer for the Differently-abled (OKU).

Support > Home > Plans > 12-month Plan

How do I subscribe to a 12-month plan?

You can sign up online via www.time.com.my or through our authorised dealers.

Support > Home > Plans > 12-month Plan

How do the 12-month, 24-month and no contract plans differ?

It all boils down to flexibility! Here’s a quick breakdown: 24-Month Plan: Ideal for those who plan to stay put for a longer period. Offers the ...

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

I’m thinking about subscribing to Time Fibre Home. Will I get the free speed boost too?

Yes, absolutely! We’ll upgrade you automatically if you sign up for our Time Fibre Home 100Mbps and 500Mbps plans.

Support > Home > Free Speed Boost

Can I upgrade my plan if I want something else?

Yes, you can! Just log in to Self Care and check it out.

Support > Home > Free Speed Boost

Why can’t I downgrade my plan in Self Care?

As part of the free speed boost exercise, we’ve made some adjustments to the Self Care features. We highly recommend staying on your current boosted...

Support > Home > Free Speed Boost

I'm an existing 1Gbps/2Gbps customer, why is my speed not getting a boost?

As a valued 1Gbps or 2Gbps subscriber, you enjoy the highest speeds and highest-spec devices we currently offer. But rest assured, we’re continuousl...

Support > Home > Free Speed Boost

I’m planning to transfer ownership of my account to a friend. Will the new owner be eligible for the free speed boost?

Yes, the new owner will get to enjoy the new speeds as long as they’re on the 100Mbps, 300Mbps or 500Mbps plan.

Support > Home > Free Speed Boost

What if I’m moving to a new address? Can I still get the free speed boost?

Yes, absolutely! You’ll get to enjoy the new speeds in your new home as long as you’re an existing Time Fibre Home 100Mbps, 300Mbps and 500Mbps su...

Support > Home > Free Speed Boost

How do I know if my existing device is compatible with the new speed?

If you’re already using our latest WiFi 6 device, they’re more than capable of accommodating the new speeds. Here’s what our latest WiFi 6 devic...

Support > Home > Free Speed Boost

Will you be upgrading my WiFi devices as well?

We won’t be switching out your routers with this free speed boost. But check it out – we’ve got top-notch WiFi 6 devices to supercha...

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 > Free Speed Boost

What are the upload and download speeds for the new 200Mbps and 600Mbps speeds?

Plan Download Speed Upload Speed Time Fibre Home 200Mbps 200Mbps 200Mbps Time Fibre Home 600Mbps 600Mbps 500Mbps

Support > Home > Free Speed Boost

How do I check my new speed?

You can run a speed test by connecting your desktop or laptop computer to your router using a Cat-5e LAN cable for the most accurate results. You can ...

Support > Home > Free Speed Boost

How do I know if my speed has been boosted?

Easy, if you’re an existing Time Fibre Home 100Mbps, 300Mbps or 500Mbps subscriber, just log in to Self Care to see your new speed. It should be dis...

Support > Home > Free Speed Boost

Will there be any changes to my plan e.g. price, contract term, discounts etc?

Nope, not at all. The free speed boost is on us – no strings attached. Your plan stays exactly the same. There’s no change to your existing fe...

Support > Home > Devices

Why am I being told to purchase additional mesh nodes when I want to relocate?

Upon your relocation, we will assess your new location and recommend additional devices if we find that the building you are relocating to has a desig...

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 > Devices

What is a wireless Optical Network Terminal (ONT)?

The wireless Optical Network Terminal (ONT) is a 2-in-1 device combining ONU and router capabilities in a single box. Our WiFi 6 routers are ONTs, whi...

Support > Home > Devices

Are your devices compatible with each other?

All our Huawei devices are compatible with each other except the WiFi 5 router (Huawei HG8145V5) and older devices of other brands that have been disc...

Support > Home > Devices

What are the specifications of Time's mesh WiFi devices?

Model WiFi Specifications No of LAN ports Plan WiFi 7 router (HG8145B7N) BE3600 4 (3 usable ports when used as router) 24-month plan: ...

Support > Home > Self Care > Bill Payment

How do I pay my bill via Self Care?

Just click on the “Pay Now” on your dashboard and follow the instructions onscreen.

Support > Home > 2Gbps

Where will you expand 2Gbps coverage to next?

We are rolling out 2Gbps in stages to several more locations in the coming months.

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

How do I change my WiFi settings?

Manufacturer Model Huawei HG8145V5, WA8021V5, HG8145X6 If you can’t find your device model in the table above, get in touch wit...

Support > Home > Plans > Voice Plans

Are there free calls to Befrienders and Talian Kasih helplines?

Yes. Calls to these numbers are free of charge. Befrienders Office Contact Office Hours Kuala Lumpur 03-7956 8144/03-7956 8145 24 hours Penang...

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 > Subscription > Installation

Can I appoint my own contractor to perform internal wiring?

Yes, however, we recommend that only Time-authorised installers perform any installation-related work to ensure that they are completed properly and t...

Support > Home > Subscription > Signup

What is the status of my application?

Keep up with the progress of your application here.

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

Can I enjoy other promotions/offers from Time at the same time?

Unfortunately, no. You can only enjoy one promotion at any time. Once submitted, you will not be able to change or select other promotions until after...

Support > Home > Pakej MyKabel

Is there a contract period for Pakej MyKabel?

Yes, you’ll have to sign up for a 24-month contract.

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 > Pakej MyKabel

Where is Pakej MyKabel available?

Pakej MyKabel is only available at PPR and PA buildings. To check, click here and enter your building name.

Support > Business > Termination

Can I request for immediate termination?

Unfortunately, we require a notice period of 30 days for service terminations.

Support > Business > Billing & Payment

What charges will appear on my bill?

Your monthly bill will include your broadband subscription fee, voice service usage charges and subscription fee(s) for other value-added service(s), ...