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 > 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 > 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 > Plans > No Contract Plan

How can I upgrade/purchase devices after my service has been activated?

All you have to do is log in to the Self Care portal or the Time Fibre Home app and navigate to the “Shop” tab. From there, you can see ou...

Support > Home > Subscription > Installation

How do I know my chosen installation appointment date and time has been confirmed?

You will receive an email stating your installation date and time. An SMS will also be sent to you a day before your installation date.

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

Will I receive any backdated discount if I’ve been using Time before this?

No backdated discount will be given. However, you’ll be able to enjoy the discount for as long as you’re subscribed to our service.

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

How do I know if the referral is successful?

You’ll get an email once your service has been activated. You can also go to the Hook Up and Earn page in Self Care to check the status of your refe...

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

How do I know if my friend has signed up for Time?

You’ll get an email once your referee has signed up for Time Fibre Home and once more when their service has been activated. You can also go to the...

Support > Home > e-Invoice

What is the purpose of the e-Invoice QR code on my bill?

The QR code allows you to verify that your billing information has been submitted to LHDN. You can scan it for confirmation.

Support > Home > e-Invoice

How can I confirm that my broadband subscription is registered for an e-Invoice?

Once registered, your Time bill will include an e-Invoice QR code. You can scan the QR code to verify that your billing information has been submitted...

Support > Home > WiFi 7

I'm an existing Time subscriber, can I upgrade to WiFi 7?

Great news! If you’ve been a loyal Time subscriber for 20 months or more, you can get the new WiFi 7 device when you upgrade to 1Gbps and renew your...

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 > 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 > 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 > Devices

How do I pay for the mesh WiFi add-ons?

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

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 > 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 > 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 > Upgrade/Downgrade Plan

When do I start paying the new charges?

You will start paying the new subscription fee once your request has been completed. You may see prorated charges in your next bill if the upgrade/dow...

Support > Home > Troubleshooting

My router is not capable of supporting my subscribed speed. How do I purchase a new one?

If you’ve been with us for at least 20 months and we have not upgraded your router during this time, you’re eligible for a complimentary upgrade n...

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

Is Time Fibre Home available where I live?

As much as we’d love to serve all Malaysians with the broadband they deserve, our service is currently available in selected high-rise buildings...

Support > Home > Promotion > Time Rewards

How does Time Rewards work?

Log in to the Time Fibre Home app or our Self Care portal to grab your reward. Rewards are available for all customers and are unlimited. Once the rew...