Support > Business > Promotion > New Subscriber Promo – Online Exclusive (Limited Edition Golf Umbrella Giveaway)

Who is eligible to participate in this campaign?

This promotion is open to all new customers who sign up for any Time Fibre Business plan via TIME’s Online channel, with a valid delivery address wi...

Support > Business > Promotion > New Subscriber Promo – Online Exclusive (Limited Edition Golf Umbrella Giveaway)

What is the exciting Limited Edition Golf Umbrella Campaign about?

This campaign is a special online-exclusive promotion by TIME. Customers who successfully subscribe to any of the Time Fibre Business plans through ou...

Support > Home > WiFi 7

Is WiFi 7 setup complicated?

No worries! Setting up a WiFi 7 router is just like your current setup. Our installation experts will handle everything for you. Remember, while all d...

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 > 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

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)

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 > 2Gbps

Is the router compatible with your other devices?

Yes, our 2Gbps router is compatible with all our current Huawei WiFi 6 devices models except for Gig Speed Home (Fibre-To-The-Room) devices.

Support > 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.

Support > Home > Troubleshooting

Will all my devices be compatible with 1Gbps?

Newer desktop and laptop computers that come with a Gigabit Ethernet (GE) port are capable of reaching speeds beyond 100Mbps (as opposed to Fast Ether...

Support > 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...

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 > Home > Complaint Management Process

What happens after I lodge a complaint?

You will receive an acknowledgement from us via email. We will then begin our investigation and contact you should we need more information. Please en...

Support > Home > Complaint Management Process

Where can I lodge a complaint?

To reach out to us, you can: Talk to us via Live Chat; or Write to us here. We encourage you to approach these channels for assistance first before ...

Support > 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.

Support > 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...

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...

Support > Business > Complaint Management Process

What happens after I lodge a complaint?

You will receive an acknowledgement from us via email. We will then begin our investigation and contact you should we need more information. Please en...

Support > Business > Complaint Management Process

Where can I lodge a complaint?

To reach out to us, you can write to us at care@time.com.my. We encourage you to approach these channels for assistance first before lodging a complai...

Support > Home > Plans > Voice Plans

How do I connect my fixed line phone?

Simply connect your phone to the TEL port on your 2-in-1 device or modem. You may refer to the images below:

Support > Business > Promotion > New Subscriber Promo – Online Exclusive (600Mbps & 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 (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 > Business > Promotion > New Subscriber Promo – Online Exclusive (Limited Edition Golf Umbrella Giveaway)

When is the promo period?

The campaign begins on 10th April 2025 and will continue while stocks last

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

How do I sign up using my friend’s referral link?

All you have to do is click on the link your friend sent you, select your package and complete the online signup. Make sure you use the same link thr...

Support > Business > Promotion > (Expired) 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 > Home > Devices

What will happen to my device(s) if I terminate my service?

The devices in your plan need to be returned to us. We’ll coordinate the return process with you. Failure to return the devices in good condition ma...

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 > 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 > Gig Speed Home (FTTR)

Do I need to pay for installation?

Cabling up to 100m and the devices included in the package are complimentary. See more details below: Gig Speed Home Package 1 parent node + 1 chi...

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 > Time Fibre Home App > 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 ...

Support > Home > WiFi 7

I'm a 2Gbps subscriber. Do I get to enjoy WiFi 7?

Not yet, but stay tuned! Currently, our 2Gbps plan provides a top-of-the-line router optimised for your high speeds. We’re actively working on b...

Support > Home > WiFi 7

I don't have any WiFi 7 devices yet. Should I still upgrade my router?

Absolutely! Upgrading to a WiFi 7 router future-proofs your network and ensures smooth connectivity when you eventually get WiFi 7 devices. Plus, you&...

Support > 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 ...

Support > Home > WiFi 7

Does WiFi 7 work with all my devices?

Yes! WiFi 7 routers are backwards compatible. This means even if your devices aren’t WiFi 7 yet, they’ll still connect to the network. But...

Support > 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...

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 > New App Update

Will there be ongoing updates and patches on the new app?

Yes, we’ll continue to improve the app with regular updates. Remember to update your app periodically to ensure you’re using the latest versio...

Support > Home > New App Update

I can't use the WiFi Manager features like WiFi Configuration and Parental Controls. Why?

The WiFi Manager features are only compatible with the device models below: WiFi 7: HG8145B7N WiFi 6: HG8145X6 / HG8145X6-10 / HG8245X6 / HN8245X6 / V...

Support > Home > New App Update

Can I still use the old app to access my account and pay bills?

You absolutely can, but it will no longer receive bug fixes or security updates. After the app is discontinued on 31 August 2024, you’ll no long...

Support > Home > New App Update

Why are you introducing a new app?

We’re excited to introduce the new Time Fibre Home app to enhance your overall Internet experience. This new app offers improved functionality a...

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 > Upgrade/Downgrade Plan

Can I downgrade my plan?

Yes, you can. For 24-month plans, you can downgrade your plan from month 7 onward. But do note that your contract will be reset for 24 months. For 12-...

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 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 > 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 > 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 > Relocation

Can my relocation fee be waived?

Yes, only if you’ve completed your contract and are moving to a different address (outdoor relocation). You can only get this waiver once per broadb...

Support > Home > Devices

Why am I being told to purchase additional mesh nodes 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

How many mesh nodes can be supported?

We recommend up to 3 mesh nodes for a complete whole home WiFi set up.

Support > Home > Devices

Will my entire house be able to get WiFi?

Whole-home WiFi coverage depends on the size of your house and the number of mesh nodes you have. The more mesh nodes, the wider the coverage. Actual ...

Support > Home > Devices

What is WiFi 6?

Think of WiFi 6 as the language your router and wireless devices use to communicate. It’s like different versions of a spoken language – newer...

Support > Home > Devices

I'm currently using a 3rd party router. Which device can I purchase to extend WiFi coverage?

You may refer to the official website of your device’s brand to check on mesh devices compatible with your router. Otherwise, you can check on Self ...

Support > Home > Devices

What type of device(s) can I purchase from Time?

Our WiFi 7 and WiFi 6 mesh nodes are available to purchase via the Shop tab in Self Care. Do note that these mesh devices are not compatible with Gig ...

Support > Home > Devices

What type of devices do I get from Time?

We provide mesh-enabled WiFi routers with all our plans. Based on your building type and installation requirements, you may receive: Plan 24-month...

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

Can I upgrade/downgrade my plan after I redeem this promotion?

Yes, absolutely! If you upgrade your plan, any existing discounts you’re enjoying will continue until its full redemption and your contract won’t ...

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)

Can I upgrade/downgrade my plan after I redeem this promotion?

Yes, absolutely! If you upgrade your plan, any existing discounts you’re enjoying will continue until its full redemption and your contract won’t ...

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

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...

Support > Home > 2Gbps

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 > 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...

Support > Home > Transfer of Ownership

What can I do if my nominee is staying at a different location?

The nominee can request to relocate the service via Self Care after the transfer of ownership is completed. Just click Manage Plan > Relocate Servi...

Support > Home > Upgrade/Downgrade Plan

Why don't I see a "Change Broadband Plan" button on my screen?

This option will not be available if you submitted another modification request recently or if you are subscribed to our complimentary service. Chat w...

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 > Troubleshooting

Why is my Internet slow?

Your broadband connection is influenced by many factors, including device compatibility and whether you’re using a WiFi or wired connection. Here ar...

Support > Home > Billing & Payment > Auto Debit

What happens if an Auto Debit transaction fails? What can I do?

We will make a second attempt to charge your card 7 days following the last failed transaction. Should the second attempt fail, we recommend you make ...

Support > Home > Billing & Payment > Auto Debit

Do I have to pay my outstanding balance in order to apply for Auto Debit?

Yes, any outstanding balance will have to be cleared in order to complete your Auto Debit registration. If you would like to make payment for your out...

Support > Home > Billing & Payment

I receive multiple bills because I have multiple accounts. Can I consolidate them into one bill?

Yes, if you merge your account. Log in to Self Care > Manage Plan > Other Modifications and fill in the form. Once merged, you should only recei...

Support > 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 ...

Support > Home > Plans > Voice Plans

Are there free calls to Befrienders and Talian Kasih helplines?

Yes. Calls to these numbers are free of charge. Befrienders Office Contact Office Hours Kuala Lumpur 03-7956 8144/03-7956 8145 24 hours Penang...

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 > 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 > 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 > 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

Can I transfer my reward to someone else?

The reward claimed is non-transferable. You are required to present your reward voucher at participating merchant’s outlet for redemption and valida...

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

Can I enjoy other promotions/offers from Time concurrently?

Yes, you can enjoy this promotion with other promotions that we are running. For example, the RM10 off OKU offer stacked with a RM10 off x 24 months p...

Support > Home > Pakej MyKabel

What is Pakej MyKabel?

Pakej MyKabel is an exclusive promotion available in Program Perumahan Rakyat (PPR) and Perumahan Awam (PA) buildings. It gives Time Fibre Home custom...

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 > 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 > 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 > Transfer of Ownership

What can I do if my nominee is staying at a different location?

The nominee can request for a service relocation via modification.time.com.my/ftto after the transfer of ownership is completed.

Support > Business > Transfer of Ownership

How do I request for a transfer of ownership?

You will need to email the following documents to us at care@time.com.my: Transfer of Ownership Form One and Form Two Copy of the new owner’s NRIC/p...

Support > Business > Devices

I’m currently using a 3rd party router. Which device can I purchase to extend coverage?

You may refer to the official website of the device you have purchased to check on compatible mesh devices with your router.

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 > Subscription > General Information

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 > General Information

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 > Business > Self Care

I've received the password reset email. What should I do next?

Click on the password reset link and input your new password. Sign into Self Care using your new password and remember to use the same password for fu...

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. ...