Support > Home > Termination

Can I opt to pay the termination charges after my service is terminated?

Unfortunately no, you will need to pay for termination charges to proceed with the termination.

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 > Termination

Can you refund to a non-Malaysian bank account?

Unfortunately, we are only able to refund to a Malaysian bank account. But you can chat with us or call us at 1800 18 1818 if you need help.

Support > Home > Time Fibre Home App

My app doesn’t seem to be working properly. What can I do?

If you encounter any issues with the app or want to provide feedback, reach out to us via Live Chat.

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

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 > WiFi 7

I'm an existing Time subscriber, can I upgrade to WiFi 7?

Great news! If you’ve been a loyal Time subscriber for 20 months or more, you can get the new WiFi 7 device when you upgrade to 1Gbps and renew your...

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 > Business > 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 will no longer b...

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 > 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 > Plans > 12-month Plan

Can I upgrade/downgrade my 12-month plan?

Yes, definitely. If you want to upgrade your plan, just log into Self Care and check it out. You can only downgrade your plan after finishing up your ...

Support > Home > Plans > 12-month Plan

Can I convert my 12-month plan to a 24-month plan?

We’re sorry, but that option is not available. The 12-month plans are catered to short-term subscribers.

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

Can I pay less for a lower speed instead of the free speed boost?

While the free speed boost aims to give you a smoother online experience and bridge the gap between Internet tiers, we do offer a variety of plans to ...

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

Can I get a refund if I withdraw my purchase?

Unfortunately, any request for a return/refund/exchange will not be entertained as all purchases are final.

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 – 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 > Business > Promotion > Easy Switch

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

Yes, you can. If you upgrade your plan, any discount you may be enjoying will continue with no contract reset. However, the value will follow your ini...

Support > Business > Promotion > Easy Switch

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

Unfortunately, no. You can only enjoy one promotion at any time. Once submitted, you will not be able to change or select other promotions until after...

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 > 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 > Relocation

I would like to cancel my service as my new location is not within Time coverage. Can I request to waive the early termination penalty?

We’re sorry that we will not be able to waive the penalty as your contract is tied to the current location. Alternatively, you may choose to transfe...

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 > Termination

I changed my mind! Can I withdraw my request?

Absolutely! Scroll down to Recent Activities on your Self Care homepage and click on the “Withdraw Submission” button. You can withdraw yo...

Support > Home > Termination

Can I change my termination date?

Yes, you can. On your Self Care homepage, scroll down to Recent Activities and look for the “Change Termination Date” button. You can chan...

Support > Home > Termination

Where can I check my termination date/status?

It’s easy, just scroll down to Recent Activities on your Self Care homepage. All the details you need to know are displayed there.

Support > Home > Termination

Can you refund to a third party account?

We will only refund to the bank account of the service owner to prevent confusion and disputes.

Support > Home > Termination

Can I request to waive the early termination penalty if I’m relocating to an area that is not covered by Time?

We’re sorry that we will not be able to waive the early termination penalty (Termination Charges) as your contract is tied to the current location. ...

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

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

What do I do if I want to change my debit/credit card details or I want to cancel my Auto Debit registration?

Just log in to Self Care and you’ll be able to make any changes to the debit/credit card you’ve registered for Auto Debit. If you cancel your Auto...

Support > Home > Plans > No Contract Plan

How can I upgrade/purchase devices after my service has been activated?

All you have to do is log in to the Self Care portal or the Time Fibre Home app and navigate to the “Shop” tab. From there, you can see ou...

Support > Home > Plans

What Time Fibre Home plans can I choose from?

24-month Plan 12-month Plan No Contract Plan Plan speed ...

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 > Promotion > Hook Up and Earn Programme (HUAE)

If I refer myself, can I still receive the bill discount?

No, you are not eligible for the RM100 bill discount if you refer yourself.

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

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

Unfortunately, no. You can only enjoy one promotion at any time. Once submitted, you will not be able to change or select other promotions until after...

Support > Home > Pakej MyKabel

Can I downgrade my plan after subscribing to Pakej MyKabel?

Yes, you can. You can downgrade your plan from the 7th month onwards by reaching out to us on Live Chat. If you downgrade within your contract period,...

Support > Home > Pakej MyKabel

Can I upgrade my plan after subscribing to Pakej MyKabel?

Yes, absolutely! You can upgrade immediately, but your monthly RM30 discount will be reduced to RM20 for your remaining contract period.

Support > Home > Pakej MyKabel

I’m already a Time subscriber. Can I switch to Pakej MyKabel?

Yes, you sure can. You’ll be eligible for Pakej MyKabel after serving a minimum of 6 months of your contract. But your contract will be reset for 24...

Support > Home > Pakej MyKabel

Can foreigners apply for Pakej MyKabel?

Unfortunately, you’ll need a Malaysian IC to register.

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

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

Unfortunately, no. You can only enjoy one promotion at any time. Once submitted, you will not be able to change or select other promotions until after...

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 out to us at care@time.com.my to let u...

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 > Termination

Can I change my mind after submitting the termination request?

Yes, you can still withdraw your request up to 3 working days before the termination date. Reach out to us at care@time.com.my for further assistance....

Support > Business > Termination

Can you refund to a third party account?

We will only refund to the bank account of the service owner to prevent confusion and disputes.

Support > Business > Termination

Can I request to waive the early termination penalty if i'm relocating to an area that is not covered by Time?

We’re sorry that we will not be able to waive the penalty as the 24-month contract is tied to the current location. Alternatively, you may choose to...

Support > Business > Termination

Can I request for immediate termination?

Unfortunately, we require a notice period of 30 days for service terminations.

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

Can I get a refund if I withdraw my purchase?

Unfortunately, any request for a return/refund/exchange will not be entertained as all purchases are final.

Support > Business > Devices

Can I upgrade my WiFi 5 router to the WiFi 6 router?

Yes, you can. If you’re already a Time subscriber, simply log in to Self Care to purchase the device.

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 > Installation

Can I request Time to configure my own router?

Yes, you can but you will be charged RM80.

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

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

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 > 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 > 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 > Business > Self Care

What if I have trouble logging in to Self Care?

If you encounter any issues with logging in, you can try resetting your password first. Otherwise, reach out to us at care@time.com.my or 1800-18-2828...

Support > Home > Time Fibre Home App

What is the Time Fibre Home app?

The Time Fibre Home app is our all-in-one app that lets you manage your account and take control of your WiFi whenever and wherever you need. With jus...

Support > Home > Time Fibre Home App > Bill Payment

What are the payment methods are available in app?

You can pay one of three ways on the app: Internet Banking (FPX) Auto Debit (Save RM2 monthly bill) E-wallet (Grab, Touch n’ Go, Boost)

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 > Business > New App Update

What should I do after the Time Internet app is discontinued?

You can still manage your account and subscribed service(s), pay bills and check your connection through the Self Care portal or by reaching out to us...

Support > Business > New App Update

What if I have trouble logging in to Self Care?

If you encounter any issues with logging in, you can try resetting your password first. Otherwise, reach out to us at care@time.com.my or 1800-18-2828...

Support > Home > New App Update

What is the minimum Operating System (OS) requirement to run this app?

You can run this app on Android 4.4 and above or iOS 12.0 or later.

Support > Home > New App Update

My outstanding amount is not updating even after making payment. What do I do?

There are a few things you can do: Force close the app. Go to your phone’s Settings > Apps, select Time Fibre Home from the list and tap on ...

Support > Home > New App Update

What happens if I don't download the new Time Fibre Home app?

You won’t be able to access your account information, manage your services or receive customer support through the old app after it’s disc...

Support > Home > New App Update

What should I do after the Time Internet app is discontinued?

We encourage you to download the new Time Fibre Home app before it’s discontinued on 31 August 2024 for a seamless transition. You can download ...

Support > Home > Plans > 12-month Plan

What devices do I get with a 12-month plan?

We provide mesh-enabled WiFi 6 routers and WiFi 6 mesh nodes for selected plans. You can find out more about our devices here.

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 > Free Speed Boost

I’m not getting the expected new speeds. What should I do?

While there could be a few reasons why you’re not seeing the new speeds, you can restart your router to refresh it. If that doesn’t work, you can ...

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 > Devices

What are the LAN ports and how many LAN ports does my device have?

Also known as ethernet ports, LAN ports allow your device(s) to connect to the network via a wired connection which typically yields higher speeds. Re...

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 6 routers are ONTs, whi...

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

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

How come my 2Gbps router isn't achieving higher speeds?

The best way to achieve high speeds and performance is to use a wired connection. Here’s what you need to take note of: The 2.5Gbps LAN port on the...

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)

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 > Self Care > Bill Payment

What are the available payment methods?

You can pay one of three ways in Self Care: Internet Banking (FPX) Auto Debit (Save RM2 monthly bill) eWallet (Grab, Boost, Touch ‘n Go and MAE)

Support > Home > 2Gbps

What router or devices are you providing with the 2Gbps plan?

We provide the following devices with every 2Gbps subscription: 1 x High-performance WiFi router; and 2 x WiFi 6 mesh nodes. The router features a 2...

Support > Home > 2Gbps

I’m on the 2Gbps plan but my speed is nowhere close. What’s the deal?

The best way to achieve high speeds and performance is to use a wired connection. Here’s what you need to take note of: The 2.5Gbps LAN port on...

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 > Relocation

What do I do if my new location is not within Time coverage?

Unfortunately, you will not be able to relocate your broadband service. You can, however, transfer ownership of your account to another person. Just g...

Support > Home > Troubleshooting

Am I able to configure parental controls on the WiFi router provided by Time?

Yes. The parental controls feature is built into any router we provide. You can access step-by-step guidelines to configure parental controls by click...

Support > Home > Troubleshooting

How do I set up my new devices?

Manufacturer Model Huawei WA8021V5 If you can’t find your device model in the table above, get in touch with us via Live Chat f...

Support > Home > Troubleshooting

How do I change my WiFi settings?

Manufacturer Model Huawei HG8145V5, WA8021V5, HG8145X6 If you can’t find your device model in the table above, get in touch wit...

Support > Home > Troubleshooting

How come my 2Gbps router isn't achieving higher speeds?

The best way to achieve high speeds and performance is to use a wired connection. Here’s what you need to take note of: The 2.5Gbps LAN port on...

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

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 > 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

Is there a Time branch for me to make payment?

While we don’t have a physical branch for payments, you can register for Self Care or download the Time Fibre Home app to view your bills and make q...

Support > Home > Plans > Voice Plans

How do I get started?

Download Time Voice App from the Google Play Store or Apple App Store. Log in to Self Care and click on ‘Activate Time Voice App’ under Voice. La...

Support > Home > Plans > Voice Plans

I want to subscribe to an additional voice line. Do I purchase my own phone and perform the setup myself?

No, all additional voice lines will be accessed exclusively via the Time Voice app. Just follow the simple steps below: Download the Time Voice app o...

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

How do I convert my no contract plan to a 24-month contract plan?

At least one (1) month after service activation, you can convert your plan via Self Care > Manage Plan > Change Broadband Plan. Updated terms ap...

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 > 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 > 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 > 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 > 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 > 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 > 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

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

What are the LAN ports and how many LAN ports does my device have?

Also known as ethernet ports, LAN ports allow your device(s) to connect to the network via a wired connection which typically yields higher speeds. Re...

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 > Devices

How does Mesh WiFi extend my WiFi coverage?

When you place a mesh node in a WiFi dead zone, the node will capture and broadcast the wireless signal and speed of your router to hard-to-reach corn...

Support > Business > 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. The pas...

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. ...