Support > Business > Termination

How do I terminate my business Internet?

On your Self Care dashboard, click Manage Plan > Terminate Service. Fill up the form and submit your request.

Support > Business > Promotion > 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 > 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 > e-Invoice

What is an e-invoice, and how does it affect my broadband subscription with Time?

An e-Invoice is a digital invoice that records a transaction between a supplier (i.e. Time) and a buyer (registered Time customer) in a structured, ma...

Support > Home > Termination

How do I check my contract period?

You can see your contract period on your Self Care dashboard. Just log in to check.

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 > 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

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 > Time Fibre Home App > Control Hub

What are PPPoE credentials and how do I get them?

Simply put, Point-to-Point Protocol over Ethernet (PPPoE) is the technology that enables us to deliver you the Internet and the PPPoE username and pas...

Support > Home > Gig Speed Home (FTTR)

What is Fibre-To-The-Room (FTTR) and how is it different from mesh WiFi?

In essence, FTTR and mesh WiFi both tackle coverage issues in areas with weak connections. But they do differ in terms of setup, performance, cost and...

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 > Upgrade/Downgrade Plan

How do I upgrade my broadband plan?

Sign in to Self Care and on your dashboard, click Manage Plan > Change Broadband Plan. Select the plan you want to upgrade to and follow the on-scr...

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

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

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 > 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

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

How does a mesh node improve my home WiFi experience?

A mesh node extends your home WiFi coverage. When you place a mesh node in a WiFi dead zone, the node will capture and broadcast the wireless signal o...

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

How come my 2Gbps router isn't achieving higher speeds?

The best way to achieve high speeds and performance is to use a wired connection. Here’s what you need to take note of: The 2.5Gbps LAN port on the...

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 > Subscription > Installation

How do I know if after-hours installation is available where I stay?

If the service is available in your area, you’ll automatically see the additional date and time slots when you sign up online. Or check with our aut...

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 > Troubleshooting

How do I set up my new devices?

Manufacturer Model Huawei WA8021V5 If you can’t find your device model in the table above, get in touch with us via Live Chat f...

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 > Troubleshooting

How come my 2Gbps router isn't achieving higher speeds?

The best way to achieve high speeds and performance is to use a wired connection. Here’s what you need to take note of: The 2.5Gbps LAN port on...

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 > Billing & Payment > Auto Debit

How do I know if my Auto Debit registration was successful?

Upon successful registration, we’ll send an email to the email address you have registered with us.

Support > Home > Billing & Payment > Auto Debit

How do I register for Auto Debit?

You can register for Auto Debit either at the point of subscription to our services or through Self Care or the Time Fibre Home app. Let this video s...

Support > Home > Plans > Voice Plans

How do I change my Time Voice plan?

You can change your Time Voice Home Basic plan by selecting either Time Voice Home Lite or Time Voice Home Max at the point of subscription. If you wa...

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 > Signup

How do I switch to Time from another service provider?

Contact your current broadband provider to start the termination process. Be mindful of any penalties incurred if your termination is within the cont...

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

I’m interested. How do I subscribe?

Eligible subscribers may reach us via these channels: Live Chat Facebook

Support > Home > Pakej MyKabel

How do I get Pakej MyKabel?

If you’re a new subscriber, you can apply online at www.time.com.my or via our Sales Ninjas. Do note that you’ll need your Malaysian IC to registe...

Support > Home > Self Care

How do I register for Self Care?

We’ve already registered a Self Care account for you. You can check your registered email address or SMS for your username and password. Otherwi...

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 > Relocation

How do I cancel my relocation appointment?

You can inform our service installers when they contact you a day before your appointment. Alternatively, reach out to us at care@time.com.my to let u...

Support > Business > Termination

How will I receive the refund if I don’t have a Malaysian bank account?

We can make a transfer to your overseas bank account provided the amount is above USD50 or RM250. Payment will only be in USD. If the amount is less t...

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

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

How do I get these devices?

You will receive a complimentary router with your new subscription of Time Fibre Business. You’ll also have the option to add on more devices during...

Support > Business > Devices

How does Mesh WiFi extend my WiFi coverage?

When you place a mesh node in a WiFi dead zone, the node will capture and broadcast the wireless signal and speed of your router to hard-to-reach corn...

Support > Business > Subscription > General Information

How do I subscribe to Time Fibre Business?

Drop your details here and we’ll get in touch with you. Alternatively, you may subscribe via a Time authorised dealer.

Support > Business > Self Care

How do I register for Self Care?

We’ve already registered a Self Care account for you. You can check your registered email address or SMS for your username and password. The pas...

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 > 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 > 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 > Billing & Payment

Is there a Time branch for me to make payment?

While we don’t have a physical branch for payments, you can register for Self Care or download the Time Fibre Home app to view your bills and make q...

Support > Business > Relocation

Do I need to bring the fibre cables, optical network unit (ONU), router, and power adapters for relocation?

No, you don’t need to bring your cables for standard installation, as our service installers will provide them. However, please bring your existing ...