Support > Business > New App Update

Can I log in to Self Care if my Internet is not installed yet?

Yes, absolutely! You can use Self Care to track your order, reschedule your installation appointment and change your profile. Check your email for you...

Support > Home > New App Update

Can I download the new Time Fibre Home app if my Internet is not installed yet?

Yes, absolutely! You can use the app to track your order, reschedule your installation appointment and change your profile. Check your email for your ...

Support > Home > Free Speed Boost

I'm an existing 1Gbps/2Gbps customer, why is my speed not getting a boost?

As a valued 1Gbps or 2Gbps subscriber, you enjoy the highest speeds and highest-spec devices we currently offer. But rest assured, we’re continuousl...

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 600Mbps plan, your speed will be limited to 600Mbps. Other factors such as ne...

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 > 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 > 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 > 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 > 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 > 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 > WiFi 7

What can affect WiFi 7 performance?

Similar to any WiFi network, performance can be influenced by several factors: Distance from the router: The closer, the better. Building materials: ...

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

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

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

Is installation free?

For new subscribers or existing subscribers who received free devices as part of their plan or promotion, any installation carried out by our Tech Nin...

Support > Home > Plans > No Contract Plan

Can I relocate on a no contract plan?

Subscribers of no-contract plans are not allowed to relocate. In order to relocate, you’ll have to convert into to a 24-month contract plan. You...

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 > Business > Promotion > Easy Switch

Who is eligible for this promotion?

Anyone who is currently subscribed to another Internet service provider (ISP) and located within our selected buildings. To apply, you’ll need to pr...

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 > 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 > 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

I am a 24-month contract plan subscriber. Can I convert my plan into a no contract plan?

No, this is not possible. The no contract plans are for new subscribers only.

Support > Home > Plans > No Contract Plan

What is a no contract plan?

The no contract plan is a Time Fibre Home plan that does not lock you into a 24-month contract. You can terminate anytime with no penalties but you wi...

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 > Pakej MyKabel

Can I enjoy other promotions/offers from Time at the same time?

The Pakej MyKabel promo cannot be stacked with other promos except for the Time Fibre Home Offer for the Differently-abled (OKU). If you’re a new Ti...

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 > 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 > 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 > 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.