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

What happens if I cancel my subscription before activation?

Your RM50 referral bonus will be forfeited.

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

What happens if I terminate my subscription?

If you terminate your service, your referral discounts will be forfeited.

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

If my first month’s broadband subscription fee is free, why am I still being charged on my first bill?

Your first full month’s broadband subscription is free. However, your first bill may include: Prorated charges for the period of usage before your ...

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)

What devices do I get with my subscription?

We provide mesh-enabled WiFi 6 routers with all our plans. Depending on your building type and installation requirements, you may receive the followin...

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 > 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 > 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 > 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

What will happen to my 24-month payment plan if I want to transfer ownership of my account or terminate my subscription?

You’ll be required to settle early when you make your transfer of ownership or termination request.

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

If my first month's broadband subscription fee is free, why am I still being charged in my first bill?

Your first full month’s broadband fee is free. But your first bill may show: Prorated charges, for the period of use before your billing cycle ...

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

If my first month's broadband subscription fee is free, why am I still being charged in my first bill?

Your first full month’s broadband fee is free. But your first bill may show: Prorated charges, for the period of use before your billing cycle ...

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

What devices do I get with my subscription?

We provide mesh-enabled WiFi routers with all our plans. Based on your building type and installation requirements, you may receive: Plan Devices ...

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

What devices do I get with my subscription?

We provide mesh-enabled WiFi routers with all our plans. Based on your building type and installation requirements, you may receive: Plan Devices ...

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 > 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 > Plans

Can I apply for multiple broadband subscriptions?

Yes, you can. Please reach out to us via Live Chat for further assistance.

Support > Home > Subscription > Installation

What devices do I get with my subscription?

We provide mesh-enabled routers with all our plans. Find out more here.

Support > Home > Subscription > Signup

What devices do I get with my subscription?

We provide mesh-enabled routers with all our plans. Find out more here.

Support > Home > Subscription > Signup

Can I apply for multiple broadband subscriptions?

Yes, you can. Please reach out to us via Live Chat for further assistance.

Support > Home > Subscription > Signup

What documents are required for subscription?

MyKad or passport for non-Malaysians Credit card (MasterCard/Visa) if the Auto Debit payment method is selected

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)

Is this plan available for Astro IPTV subscribers?

No, this plan is not applicable to Astro IPTV subscribers.

Support > 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.

Support > 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 reaching out to us at care@time.com.my.

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 > Subscription

What documents are required for subscription?

You are required to submit or upload a copy of: Your MyKad (or passport if you are not Malaysian); Form 9 (local company); Form 79, Form 80, Form 80a...

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

Who is eligible to refer friends under this programme?

All Time Fibre Home subscribers with an active subscription can refer friends and family.

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

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 eligible for the promotion as long as you sign up during the promotion period. However, if the installation is not completed wi...

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

What do I get with this promotion?

As a new subscriber of Time Fibre Business, you’ll get to enjoy: Plan Discount 500Mbps 1-Month Free* 1Gbps 1-Month Free* Please not...

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

What is Time’s Loyalty Upgrade all about?

Life’s too short for slow internet, so we’re bumping up the speed for our subscribers on plans below 100Mbps – for free with no strings attached...

Support > Home > Time Fibre Home App > Bill Payment

I paid my bill via the Time Fibre Home app. When will my payment be reflected on the app?

Upon successful payment, you will receive a payment notification via your registered email. Your account balance in the app should be updated within a...

Support > 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...

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 > 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 > 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

What is Time’s free speed boost all about?

Life’s too short for slow Internet, so we’re bumping up the speed for our 100Mbps, 300Mbps and 500Mbps subscribers – for free with no string...

Support > Home > Subscription > Signup

Can I subscribe to Gig Speed Home (FTTR) when I’m signing up for a Time Fibre Home plan?

Yes, absolutely! You may add on Gig Speed Home (FTTR) to either Time Fibre Home 600Mbps or 1Gbps of your choice on a 24-month contract plan when you s...

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

What do I get with this promotion?

As a new subscriber of Time Fibre Home, you get to enjoy: Plan Discount 200Mbps First Month Free 600Mbps RM99 for First 6 Months *Every 20...

Support > Home > Self Care > Bill Payment

I paid my bill via Self Care. When will my payment be reflected?

Upon successful payment, you will receive a payment notification via your registered email. Your account balance in Self Care should be updated within...

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 > 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 > 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.

Support > Home > Promotion > New Subscriber Promo – Online Exclusive (200Mbps, 600Mbps, 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 > 2Gbps

What router are you providing with the 2Gbps plan?

We provide a high-performance WiFi router equipped with a 2.5Gbps LAN port with every 2Gbps subscription.

Support > Home > Relocation

Which relocation type should I choose if I’m relocating within the same building?

If you’re relocating to another unit within the same building, you may select “Outdoor Relocation”. Please find further details belo...

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 > Termination

Can I request for immediate termination?

Unfortunately, we require a notice period for service terminations, as detailed below: Subscription Notice period 24-month contract 30 calendar ...

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 > 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 > 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

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, you can. Our installers can configure your personal equipment for a fee of RM80/hour, up to a maximum of RM300 per day. This fee is paid directl...

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 > 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 > Subscription > Signup

What is the Foreigner Deposit?

If you’re not a Malaysian citizen or permanent resident, you will be required to pay a deposit of RM500. This amount will be charged upfront. If you...

Support > Home > Subscription > Signup

What fees do I need to pay if I decide to subscribe?

Deposit(s)/One-time charge RM500 deposit for non-Malaysians Fully refundable upon service cancellation, provided there is no outstanding balance...

Support > Home > Subscription > Signup

What is the status of my application?

Keep up with the progress of your application here.

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 > Subscription > Signup

How do I subscribe to Time Fibre Home?

Online via www.time.com.my/for-home. Through a Time authorised dealer.

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 > 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

Why is 2Gbps only available in selected locations?

Launching 2Gbps means that we have to upgrade our existing infrastructure to accommodate the new speed. We have identified TIME-ready buildings in var...

Support > Home > Subscription > Coverage

Where will you expand 2Gbps coverage to next?

We are rolling out 2Gbps in stages to several more locations in the coming months.

Support > Home > Subscription > Coverage

Where is 2Gbps available?

2Gbps is currently only available in selected buildings in these locations: Klang Valley: – Ampang Hilir – Ara Damansara – Bandar Kinrara – Ba...

Support > Home > Subscription > Coverage

I live in a landed property. When will Time Fibre Home be available to me?

We’d love to serve all Malaysians with the broadband they deserve, but we’re currently only able to service selected landed properties. Fo...

Support > Home > Subscription > Coverage

What can I do if Time Fibre Home is not yet available where I live?

Let us know here or ask your JMB to get in touch with us via our Live Chat, and we’ll take it into account in our coverage expansion planning.

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 > Pakej MyKabel

If I move and relocate my service, do I still get to enjoy the promo?

Yes, as long as Pakej MyKabel is also available at your new address. Just log into Self Care, click Manage Plan > Relocate Service. If Pakej MyKabe...

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

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 > Self Care

What can I do on Self Care?

You can: View your profile and subscribed service(s) View and pay your bills Apply for Auto Debit payment method Change your subscription plan Access...

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 > Business > Billing & Payment

What charges will appear on 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 > 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 > Subscription > Voice

Can I connect the phone lines provided by Time to my fax and/or credit card terminal?

Yes, you can.

Support > Business > Subscription > Voice

What additional services can I subscribe to in addition to the Time Basic Voice Line service?

We have three bundled services available for you to choose from: Standard VAS – CLIP, Call Forwarding, Direct Dialling. Plus VAS – Call Waiti...

Support > Business > Subscription > Voice

What is the minimum contract period for Time Basic Voice Line?

The minimum contract period is 12 months with a one-time registration fee. The registration fee is waived for 24-month contract periods and above.

Support > Business > Subscription > Voice

What is Time Basic Voice Line?

Time Basic Voice Line is a fixed voice line service that provides incoming and outgoing calls to subscribers. It comes with 2 voice lines with a RM45 ...

Support > Business > Subscription > Installation

Can I request Time to configure my own router?

Yes, you can but you will be charged RM80.

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 > 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 > Subscription

Can I change my plan at any time during my contract term?

Yes, as long as it fits your needs. Do note that any plan downgrade is subject to Time’s approval. There are no penalty charges for upgrading/do...

Support > Business > Subscription

What other services do I get when I subscribe to Time Fibre Business?

You get one (1) voice line with free calls of up to: – 100 mins/month for the 100Mbps plan – 200 mins/month for the 300Mbps plan – 3...

Support > Business > Subscription

What fees do I need to pay if I decide to subscribe?

You may be required to pay the following one-time service fees, which will be included in your first bill: Special Building Requirement Fee – s...

Support > 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.

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...