Support > Business > Promotion > New Subscriber Promo – Online Exclusive (600Mbps & 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 > (Expired) 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 > Home > Termination

Why do I need to pay an advance bill payment when there’s no outstanding at the moment?

The advance payment covers your bill during the termination notice period. Any excess amount will be refunded to you after the final bill is settled.

Support > Business > Loyalty Upgrade

Why can’t I downgrade my plan in Self Care?

As part of the free speed boost exercise, we’ve made some adjustments to the Self Care features. We highly recommend staying on your current boosted...

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 > Upgrade/Downgrade Plan

Why can’t I downgrade my plan in Self Care?

As part of the free speed boost exercise, we’ve made some adjustments to the Self Care features. But fret not, give us a call or chat with us if you...

Support > Home > Free Speed Boost

Why can’t I downgrade my plan in Self Care?

As part of the free speed boost exercise, we’ve made some adjustments to the Self Care features. We highly recommend staying on your current boosted...

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 > 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 > 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 600Mbps 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)

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)

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

Why is it 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 > 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 > 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 > 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 > Business > Self Care

Why haven’t I received the password reset email?

Try checking the junk or spam folder in your email. If you can’t find it or have yet to receive it, reach out to us at care@time.com.my for assistan...

Support > Business > Billing & Payment

Why haven’t I received my bill?

There could be a few reasons why your bill didn’t make it to your inbox: Invalid email address: There might be typos or formatting errors. Inactive...