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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. ...
Learn MoreSupport > 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. ...
Learn MoreSupport > Home > Time Fibre Home
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...
Learn MoreSupport > Home > Time Fibre Home
How do I change my password?
Click on the three horizontal lines on the top left of your screen. This will bring up the side bar. From there, click “View Profile” and ...
Learn MoreSupport > Home > Time Fibre Home > Bill Payment
How do I pay my bill on the Time Fibre Home app?
All you have to do is open up your app and tap on “Pay Now”. Or watch this handy step-by-step video guide:
Learn MoreSupport > Home > Time Fibre Home > 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...
Learn MoreSupport > Home > Time Fibre Home > 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...
Learn MoreSupport > Home > Time Fibre Home > Control Hub
What is WiFi Manager and how can I use it?
The WiFi Manager is a comprehensive suite of features within the Time Fibre Home app that lets you manage, control and customise your home network to ...
Learn MoreSupport > Home > WiFi 7
How do I know if my device is WiFi 7-enabled?
There are a few ways to check if your device supports WiFi 7: Device specifications: Look for the WiFi standard listed in your device’s manual ...
Learn MoreSupport > 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...
Learn MoreSupport > 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.
Learn MoreSupport > 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 ...
Learn MoreSupport > Business > Free Upgrade 100Mbps
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...
Learn MoreSupport > Business > Free Upgrade 100Mbps
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 ...
Learn MoreSupport > Business > Free Upgrade 100Mbps
How do I know if my speed has been boosted?
Easy, if you’re an existing Time Fibre Business subscribers on plans below 100Mbps, just log in to Self Care to see your new speed. It should be dis...
Learn MoreSupport > Home > Subscription > Installation
How do I know if my house has prelaid fibre or not?
Typically, in a unit that has prelaid fibre, you’ll find a readily available fibre socket in your living area that you won’t find in a non...
Learn MoreSupport > Home > Termination
How do I calculate the remaining contractual period charges?
The early termination charges of remaining contractual period is calculated based on the formula below: (Total Recurring Charges x Minimum Service Ter...
Learn MoreSupport > 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...
Learn MoreSupport > 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...
Learn MoreSupport > 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...
Learn MoreSupport > 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 ...
Learn MoreSupport > 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...
Learn MoreSupport > 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...
Learn MoreSupport > 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...
Learn MoreSupport > Home > Devices
How many mesh nodes can be supported?
We recommend up to 3 mesh nodes for a complete whole home WiFi set up.
Learn MoreSupport > 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...
Learn MoreSupport > 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...
Learn MoreSupport > 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...
Learn MoreSupport > Home > Promotion > Hook Up and Earn Programme (HUAE)
How do I know if my friend or family 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 ...
Learn MoreSupport > Home > Gig Speed Home (FTTR)
How long will installation take?
Plan for a session lasting between 4 to 6 hours, depending on your setup’s complexity. If you’re also setting up your new Time Fibre Home ...
Learn MoreSupport > 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...
Learn MoreSupport > 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...
Learn MoreSupport > Home > Promotion > New Subscriber Promo (200Mbps & 600Mbps)
How will I receive the promotion discount once I have subscribed to the service?
The discounts will be deducted from your first full month’s bill or the monthly bills until month 6, whichever applicable. However, other charges su...
Learn MoreSupport > Home > Promotion > New Subscriber Promo (200Mbps & 600Mbps)
How do I sign up for this promotion?
You can sign up with our authorised dealers.
Learn MoreSupport > Home > Promotion > New Subscriber Promo – Online Exclusive (200Mbps, 600Mbps, 1Gbps & 2Gbps)
How long will this promotion last?
This promotion is valid from 8 August 2024 – 31 December 2024.
Learn MoreSupport > Home > Promotion > New Subscriber Promo (200Mbps & 600Mbps)
How long will this promotion last?
This promotion is valid from 8 August 2024 – 31 December 2024.
Learn MoreSupport > Business > Promotion > Easy Switch
How will I receive the promotion discount once I have subscribed to the service?
Once your service has been activated, the RM50 discount will be deducted from your monthly bills from months 2 to 11. You’ll need to pay for your fi...
Learn MoreSupport > Business > Promotion > Easy Switch
How do I sign up for this promotion?
You can sign up through our authorised dealers or Time direct channels.
Learn MoreSupport > Business > Promotion > Easy Switch
How long will this promotion last?
This promotion is valid from 18 July 2023 – 31 December 2023.
Learn MoreSupport > 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.
Learn MoreSupport > 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...
Learn MoreSupport > Home > Subscription > Signup
How do I make payment for deposits/upfront payment?
You can pay using a credit card, debit card or eWallet namely Grab, Boost, Touch ‘n Go and MAE.
Learn MoreSupport > Home > Promotion > New Subscriber Promo – Online Exclusive (200Mbps, 600Mbps, 1Gbps & 2Gbps)
How will I receive the promotion discount once I have subscribed to the service?
The discounts will be deducted from your first full month’s bill or the monthly bills until month 6, whichever applicable. However, other charges su...
Learn MoreSupport > Home > Promotion > New Subscriber Promo – Online Exclusive (200Mbps, 600Mbps, 1Gbps & 2Gbps)
How do I sign up for this promotion?
You can sign up online via www.time.com.my.
Learn MoreSupport > Home > 2Gbps
How fast can 2Gbps be? Will it be noticeably different from 1Gbps?
A high bandwidth plan like 2Gbps means it can support more devices and more concurrent activities like streaming and gaming. Whether your household is...
Learn MoreSupport > Home > 2Gbps
How many LAN ports does the router have?
The 2Gbps router has 4 LAN ports, including one (1) 2.5Gbps port.
Learn MoreSupport > Home > 2Gbps
How do I subscribe to 2Gbps?
You can apply online or via our authorised distributors. But first, you can check if 2Gbps is available in your building here.
Learn MoreSupport > Home > Relocation
How do I reschedule the relocation appointment?
Just scroll down on your Self Care homepage to “Recent Activities” and look for a “Reschedule” button.
Learn MoreSupport > Home > Relocation
How do I relocate my broadband service?
Sign in to Self Care and on your dashboard, click on Manage Plan > Relocate Service. Fill out the form to submit your request. If you are relocatin...
Learn MoreSupport > 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.
Learn MoreSupport > Home > Transfer of Ownership
How do I request for a transfer of ownership?
On your Self Care dashboard, click Manage Plan > Transfer Ownership. Fill in the form and submit your request.
Learn MoreSupport > Home > Upgrade/Downgrade Plan
How long does it take to process my upgrade/downgrade?
The request will be processed within 7 working days.
Learn MoreSupport > Home > 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...
Learn MoreSupport > Home > Termination
How do I terminate my home broadband service?
Give us a call at 1800-18-1818 or chat with us and we’ll assist you.
Learn MoreSupport > 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...
Learn MoreSupport > 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...
Learn MoreSupport > 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...
Learn MoreSupport > 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...
Learn MoreSupport > 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.
Learn MoreSupport > 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...
Learn MoreSupport > Home > Billing & Payment
How do I pay my bill?
Subscribers to the no contract plan are required to activate Auto Debit to pay for this plan. For 24-month and 12-month contract plan subscribers, ple...
Learn MoreSupport > 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 ...
Learn MoreSupport > 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), ...
Learn MoreSupport > Home > Plans > Voice Plans
I have changed my phone. How do I log in to Time Voice App?
You need to retrieve a new QR code on Self Care. Once you’re logged in, click on ’Activate Time Voice App’ under Voice. Click the ’Generate QR...
Learn MoreSupport > Home > Plans > Voice Plans
I have more than one device. How do I activate Time Voice App on these devices?
Each device requires its own unique QR code, which can be generated on Self Care. Once you’re logged in, click on ’Activate Time Voice App’ unde...
Learn MoreSupport > Home > Plans > Voice Plans
How do I get started?
Download Time Voice App from the Google Play Store or Apple App Store. Log in to Self Care and click on ‘Activate Time Voice App’ under Voice. La...
Learn MoreSupport > 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...
Learn MoreSupport > 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...
Learn MoreSupport > Home > Plans > No Contract Plan
How do I make payment for this plan?
Auto Debit is required to sign up for this plan as standard billing is not supported.
Learn MoreSupport > Home > Plans > No Contract Plan
How do I convert my no contract plan to a 24-month contract plan?
At least one (1) month after service activation, you can convert your plan via Self Care > Manage Plan > Change Broadband Plan. Updated terms ap...
Learn MoreSupport > Home > Plans > No Contract Plan
How do I subscribe to a no contract plan?
This plan is available exclusively online via our website. You can sign up by visiting our For Home page and selecting the ‘No contract’ o...
Learn MoreSupport > 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...
Learn MoreSupport > 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.
Learn MoreSupport > 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...
Learn MoreSupport > Home > Subscription > Signup
How do I subscribe to Time Fibre Home?
Online via www.time.com.my/for-home. Through a Time authorised dealer.
Learn MoreSupport > 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...
Learn MoreSupport > Home > Promotion > Hook Up and Earn Programme (HUAE)
How do I check the status of my referrals?
To check the status of your referrals, log in to your Self Care and head over to Rewards > Hook Up & Earn > Referral Status.
Learn MoreSupport > Home > Promotion > Hook Up and Earn Programme (HUAE)
How do I refer a friend?
Retrieve your unique link by logging into your Self Care by heading over to Rewards > Hook Up & Earn. Send your referral link to your friends f...
Learn MoreSupport > Home > Promotion > Time Fibre Home Offer for the Differently-abled (OKU)
How will I know if I’ve received the discount?
You will see the amount deducted in your bill under the discount section.
Learn MoreSupport > 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
Learn MoreSupport > 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...
Learn MoreSupport > Home > Pakej MyKabel
How long will this promotion last?
This promotion is valid until 31 December 2024. You’ll have to sign up within the promo period and activate your service within 2 months of your sig...
Learn MoreSupport > Home > Self Care
How do I change my password?
Click on your profile icon at the top right of your screen and select “Change Password” from the dropdown menu. We recommend that you do t...
Learn MoreSupport > 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.
Learn MoreSupport > 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...
Learn MoreSupport > 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...
Learn MoreSupport > 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 our to us via Live Chat to let us know...
Learn MoreSupport > Business > Relocation
I have submitted the wrong address/relocation type. How do I withdraw my application?
Please contact us via Live Chat to withdraw your request.
Learn MoreSupport > Business > Relocation
How do I relocate my broadband service?
Fill up the form here to submit your request. Select “Indoor/Outdoor Relocation” under modification type. The charges are as below: Re...
Learn MoreSupport > 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.
Learn MoreSupport > Business > Transfer of Ownership
How do I request for a transfer of ownership?
You will need to email the following documents to cs@time.com.my: 1) Transfer of Ownership Form One and Form Two 2) Copy of the new owner’s NRIC/pas...
Learn MoreSupport > 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...
Learn MoreSupport > 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.
Learn MoreSupport > 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.
Learn MoreSupport > Business > Billing & Payment
How do I pay my bill?
You can log in to Self Care to view your bills and make quick and easy online payments. For all other payment methods, click here.
Learn MoreSupport > 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...
Learn MoreSupport > Business > Devices
How do I install the devices?
Our Tech Ninjas or Time-authorised installers will do it for you.
Learn MoreSupport > Business > Devices
How do I make payment for these devices?
You can pay for our WiFi devices purchased during the signup process using your credit/debit card or through the Self Care shop using online banking, ...
Learn MoreSupport > Business > 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...
Learn MoreSupport > 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...
Learn MoreSupport > 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...
Learn MoreSupport > Business > Subscription > Voice
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.
Learn MoreSupport > Business > Subscription > Installation
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 ...
Learn MoreSupport > Business > Subscription > Installation
How soon can my service be installed?
We can get your service up as soon as 3 days after you sign up, but the date and time is subject to availability.
Learn MoreSupport > Business > Subscription
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 contacting us via Live Chat.
Learn MoreSupport > Business > Subscription
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.
Learn MoreSupport > Business > Self Care
How do I change my password?
Click on your profile icon at the top right of your screen and select “Change Password” from the dropdown menu. We recommend that you do t...
Learn MoreSupport > 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...
Learn MoreSupport > 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...
Learn MoreFor Home
Time Hacks
HACK YOUR BROADBAND Make your Internet work for you. Check out our tips and tricks to make the most ...
Learn MoreSupport > Home > WiFi 7
What is WiFi 7?
WiFi 7 is the next generation of wireless technology, offering a significant leap in speed, capacity and stability compared to WiFi 6 – like a s...
Learn MoreBusiness > Enterprise > Security > Vulnerability Assessment
Vulnerability Assessment
12 June 2024
Learn MoreBusiness > Enterprise > Security > Privileged Access Management
Privileged Access Management
28 May 2024
Learn MoreSupport > 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...
Learn MoreSupport > Home > Relocation
What’s the difference between standard installation and difficult installation?
For a standard installation, your unit has few physical obstacles that could block or interfere with WiFi signals. A regular router setup should be en...
Learn MoreSupport > 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.
Learn MoreSupport > Home > Gig Speed Home (FTTR)
What is the cable length included in the Gig Speed Home packages?
The following is the standard cable length included in each package: Gig Speed Home Package 1 parent node + 1 child node 1 parent node + 2 child n...
Learn MoreSupport > 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...
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