Support > 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 ...

Support > Business > Promotion > Easy Switch

If I subscribe during the promotion period but schedule the installation after the validity period, will I still be entitled to the promotion?

Yes, you will still be entitled to the promotion as long as you sign up within the promotion period. However, if the installation has not taken place ...

Support > Home > Subscription > Installation

Who will carry out my installation?

A Time authorised installer will carry out the installation.

Support > Home > Subscription > Installation

Does it cost extra to install after work hours?

Nope. There’s no additional charge

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 > Subscription > Installation

Can I schedule my installation after work hours?

Yes, you can! We’ve extended our installation hours up to 8pm. Weekend slots are available too, but only up to 4pm. However, this service is only av...

Support > Home > Promotion > New Subscriber Promo – Online Exclusive (100Mbps, 500Mbps, 1Gbps & 2Gbps)

If I subscribe during the promotion period but schedule the installation after the validity period, will I still be entitled to the promotion?

Yes, you will still be entitled to the promotion as long as you sign up within the promotion period. However, if the installation has not taken place ...

Support > Home > Devices

Is installation free?

For new subscribers or existing subscribers who have upgraded and/or renewed their contract and received free devices as part of their plan or promoti...

Support > Home > Devices

How do I install the devices?

Our Tech Ninjas or Time authorised installers will do it for you.

Support > 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...

Support > Home > Subscription > Installation

Can I request Time’s authorised installer to configure/provide IT support services for my own router or equipment that is not provided by Time?

Yes. This is chargeable at RM80 per hour up to a maximum of RM300 per day, and is payable directly to the Time-appointed installer.

Support > Home > Subscription > Installation

Will there be any drilling involved during the installation process?

Yes, some drilling may be necessary, but we will request your prior approval.

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 > 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 > Subscription > Installation

When is my installation date?

Check your installation date here or get in touch with us via Live Chat and we’ll give you the updates you need.

Support > Home > Subscription > Installation

Can I choose my installation date?

You can choose your installation date when you sign up online.

Support > Home > Subscription > Installation

Can I reschedule my installation appointment date and time?

You can change your installation appointment and even track the progress of your application here. Check out our video guide on how to track your appl...

Support > Home > Promotion > New Subscriber Promo (100Mbps & 500Mbps)

If I subscribe during the promotion period but schedule the installation after the validity period, will I still be entitled to the promotion?

Yes, you will still be entitled to the promotion as long as you sign up within the promotion period. However, if the installation has not taken place ...

Support > Business > Devices

Is installation free?

For new subscribers or existing subscribers who have upgraded and/or renewed their contract and received free devices as part of their plan or promoti...

Support > Business > Devices

How do I install the devices?

Our Tech Ninjas or Time-authorised installers will do it for you.

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 > 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 ...

Support > 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.

Support > 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...

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)

Can I relocate my Gig Speed Home to a new address?

Yes, you absolutely can. But, do note that there will be associated relocation fees and device costs.

Support > Home > Gig Speed Home (FTTR)

Is there a contract period for Gig Speed Home?

Nope, there’s no contract period for Gig Speed Home. And subscribing to the service will not affect your broadband contract period either.

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 > Gig Speed Home (FTTR)

I don’t see the Gig Speed Home option in Self Care. Why?

This may be because you aren’t currently on our 500Mbps or 1Gbps plan and/or it isn’t available in your building. You can check for Gig Speed Home...

Support > 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 500Mbps or 1Gbps plans. Check out our plans a...

Support > Home > Gig Speed Home (FTTR)

Is the parent node compatible with your other mesh devices?

Unfortunately, the parent node is only compatible with its corresponding child nodes. Gig Speed Home devices are not compatible with our other mesh Wi...

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 > Gig Speed Home (FTTR)

Is Gig Speed Home available to me?

Gig Speed Home is exclusively available to Time Fibre Home 500Mbps and 1Gbps subscribers in selected buildings. Click here to check for availability.

Support > Home > Gig Speed Home (FTTR)

Why is my speed not up to 1Gbps as advertised?

Internet speeds are based on your broadband plan e.g. if you’re on the 500Mbps plan, your speed will be limited to 500Mbps. Other factors such as ne...

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 > Subscription > Installation

Do I need to purchase any equipment?

We will supply an Optical Network Unit (ONU) with a WiFi router or a wireless Optical Network Terminal (ONT) plus installation services. You will only...

Support > Home > Upgrade/Downgrade Plan

How do I upgrade/downgrade 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/downgrade to and follow ...

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 5 and WiFi 6 routers ar...

Support > Home > Devices

Why am I being told to purchase additional mesh devices 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 type of router or devices does Time provide with every subscription?

We provide mesh-enabled routers with all our plans, featuring both WiFi 5 and WiFi 6 technologies. Based on your building type and installation requir...

Support > Home > Troubleshooting

How can I upgrade the firmware on my WiFi router?

First, download the latest firmware for your router model below. Once it has been downloaded, click on your router model below for step-by-step instru...

Support > Home > Troubleshooting

How do I set up my new devices?

Manufacturer Model TP-Link Archer C1200 D-Link DIR-850L Huawei WA8021V5 If you can’t find your device model in the table above, get ...

Support > Home > Troubleshooting

How do I change my WiFi settings?

Manufacturer Model TP-Link Archer C1200 Linksys EA6350 D-Link DIR-850L Huawei HG8145V5, WA8021V5, HG8145X6 If you can’t find your...

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, click on the gear icon on your Self Care dashboard and select ...

Support > Home > Plans > Voice Plans

Can I subscribe to an additional voice line?

Yes, but you may only subscribe to the Time Voice Home Basic plan. Subscription is on a pay-as-you-use basis and the line will be accessed exclusively...

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 > Subscription > Installation

What type of equipment does Time provide with my subscription?

We provide an Optical Network Unit (ONU) and a WiFi router or a wireless Optical Network Terminal (ONT) with every subscription.

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 devices do I get with my subscription?

We provide mesh-enabled routers with all our plans, featuring both WiFi 5 and WiFi 6 technologies. Based on your building type and installation requir...

Support > Home > Promotion > Time Rewards

Why was I not able to grab the reward from Self Care?

Time Rewards is now available exclusively on Time Internet App. If you do not have the app yet, fret not. Simply download and install the app from: ...

Support > Home > Promotion > Time Rewards

Am I eligible to participate in Time Rewards programme?

You will need to be an active Time Fibre Home subscriber with the Time Internet App to be eligible to participate in Time Rewards. Download and instal...

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 > Time Internet App > Control Hub

What is the Control Hub and how can I use it?

The Control Hub is a comprehensive suite of features within the Time Internet app that lets you manage and customise your home network to suit your ne...

Support > Home > Time Internet App

How do I log in to the app?

Download and open the Time Internet app. You can log in using the same username and password as your Self Care. Otherwise, click “Register”...

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 > 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 > Relocation

Do I need to bring along the fibre cables for relocation?

No, the cables for standard installation will be provided by our service installers.

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 our to us via Live Chat to let us know...

Support > Business > 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 5 and WiFi 6 routers ar...

Support > Business > Devices

What type of router does Time provide?

We provide WiFi 5 routers and mesh-enabled routers that feature both WiFi 5 and WiFi 6 technologies. Based on your building type and installation requ...