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 calculate the remaining contractual period charges?

The early termination penalty (Termination Charges) of remaining contractual period is calculated based on the formula below: (Total Recurring Charges...

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 kind of information do I need to include in the complaint?

To smoothen the process, we recommend that you use this template: Full name (as per MyKad/passport): NRIC/Passport number: Phone number: Email address...

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 > Subscription

Do I get to retain my existing Value Added Services (VAS) if I modify my plan?

Yes. All your existing VAS subscriptions will remain.

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 kind of information do I need to include in the complaint?

To smoothen the process, we recommend that you use this template: Full name (as per MyKad/passport): NRIC/Passport number: Phone number: Email address...

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...

Support > Business > Complaint Management Process

Where can I lodge a complaint?

To reach out to us, you can write to us at care@time.com.my. We encourage you to approach these channels for assistance first before lodging a complai...

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

What if I terminate my subscription?

If you terminate your subscription before the end of your contract, the following will apply: Any discounts or promotions previously applied to your ...

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

Can I upgrade or downgrade my plan after redeeming this promotion?

Yes, you can upgrade your plan at any time. Any existing promotions will remain in effect until fully redeemed, and your contract will not be reset Yo...

Support > Home > Devices

I opted for the RM99 router upgrade for my 200Mbps plan to get a WiFi 7 device instead of WiFi 6. Do I own this device?​

While the RM99 fee is for upgrading your router to WiFi 7, the device itself remains the property of Time. This allows us to ensure you have the lates...

Support > Business > Loyalty Upgrade

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

Yes, the new owner will enjoy the upgraded speeds as long as they remain on the existing Time Fibre Business plan that was subscribed to before 2 Octo...

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 > Home > New App Update

My outstanding amount is not updating even after making payment. What do I do?

There are a few things you can do: Force close the app. Go to your phone’s Settings > Apps, select Time Fibre Home from the list and tap on ...

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 > Termination

Do I need to pay any charges if I terminate my service?

Yes, and it depends on your contract type and tenure. Please see the table below for further details: Contract Type ...

Support > Home > Pakej MyKabel

What if I terminate my subscription?

If you terminate your subscription within your contract tenure, you will: Forfeit any discount you’ve been enjoying; and Incur an early termination...

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 > 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 > Home > Devices

Can I get a refund if I withdraw my purchase?

Unfortunately, any request for a return/refund/exchange will not be entertained as all purchases are final.

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)

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 > Promotion > New Subscriber Promo – Online Exclusive (200Mbps, 600Mbps, 1Gbps & 2Gbps)

What if I terminate my subscription?

If you terminate your subscription within your contract tenure, you will: Forfeit any discount you’ve been enjoying; Incur an early termination ch...

Support > Home > Promotion > New Subscriber Promo (200Mbps & 600Mbps)

What if I terminate my subscription?

If you terminate your subscription within your contract tenure, you will: Forfeit any discount you’ve been enjoying; Incur an early termination ch...

Support > Home > 2Gbps

What if I terminate my subscription?

If you terminate your subscription within your 24-month contract, you will be subject to an early termination charge of RM500 or the sum of your remai...

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 > Troubleshooting

Why is my Internet slow?

Your broadband connection is influenced by many factors, including device compatibility and whether you’re using a WiFi or wired connection. Here ar...

Support > Home > Billing & Payment > Auto Debit

Do I have to pay my outstanding balance in order to apply for Auto Debit?

Yes, any outstanding balance will have to be cleared in order to complete your Auto Debit registration. If you would like to make payment for your out...

Support > Home > Billing & Payment

How do I read 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), ...

Support > Home > Billing & Payment

I've received my first bill. Why is my payment amount higher than my monthly subscription fee?

Your first bill may be higher than your subscription fee because it may contain pro-rated charges and advanced billing of your broadband fee. Watch ou...

Support > Home > Subscription > Installation

Do I need to pay for installation?

We provide complimentary basic cabling services from the locations outlined in the table below to the location you have designated for your equipment ...

Support > Home > Subscription > Coverage

The condominium next to mine has Time coverage; when will mine be fibered?

While we would love to serve all condominiums, at times we are unable to gain access for various reasons. Do ask your JMB to get in touch with us via ...

Support > Home > Promotion > Time Fibre Home Offer for the Differently-abled (OKU)

If I transfer ownership of my subscription to a differently-abled person, will he/she be entitled for the promotion?

Yes, they can enjoy the promotion as long as they are registered as a Person(s) with Disabilities or Orang Kelainan Upaya (OKU) with a valid OKU card....

Support > Home > Promotion > Time Fibre Home Offer for the Differently-abled (OKU)

What is this offer about?

Malaysian citizens who are registered as Person(s) with Disabilities or Orang Kelainan Upaya (OKU) will be able to enjoy RM10 off their monthly Time F...

Support > Home > Pakej MyKabel

If I transfer ownership of my account, does the discount still apply?

Yes, the monthly discounts will continue for the remaining months of your contract.

Support > Home > Pakej MyKabel

Can I upgrade my plan after subscribing to Pakej MyKabel?

Yes, absolutely! You can upgrade immediately, but your monthly RM30 discount will be reduced to RM20 for your remaining contract period.

Support > Home > Complaint Management Process

Why does my case show that it has been resolved but nothing has been done?

We will temporarily resolve the case if we fail to reach you after 3 staggered attempts. You will receive an email informing you of the case closure. ...

Support > Business > Anti-Spam Policy

Is TCP access to the Internet on Port 25 (SMTP) allowed?

Access to the Internet on Port 25 (SMTP) is not allowed to safeguard against any involvement in spamming activities including sending unsolicited e-ma...

Support > Home > Anti-Spam Policy

Is TCP access to the Internet on Port 25 (SMTP) allowed?

Access to the Internet on Port 25 (SMTP) is not allowed to safeguard against any involvement in spamming activities including sending unsolicited e-ma...

Support > Business > Termination

Do I need to pay a penalty if I terminate my service?

Yes, you will be charged for the remaining months of your contract.

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

Can I get a refund if I withdraw my purchase?

Unfortunately, any request for a return/refund/exchange will not be entertained as all purchases are final.

Support > Business > Subscription > Installation

Can I appoint my own contractor for installation?

Installations can only be carried out by Time-appointed installers, who are technically trained to provision the service according to our guidelines.

Support > Business > Subscription > Installation

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 > Subscription

Can I cancel my subscription during my contract term?

Yes you can. However, you will be charged for the remaining months of your contract.

Support > Business > Complaint Management Process

Why does my case show that it has been resolved but nothing has been done?

We will temporarily resolve the case if we fail to reach you after 3 staggered attempts. You will receive an email informing you of the case closure. ...