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 > 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

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 > 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)

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 > 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 > 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 > Subscription > Additional Service

Is a voice line included with the plan?

Yes, a free voice line (local calls only, IDD not included) is included with our 300Mbps, 600Mbps, 1Gbps and 2Gbps plans. Customers can also purchase...

Support > Business > Devices

What happens if I need additional equipment?

Customers can purchase additional devices: WiFi 6 Router: RM299 (1 unit) WiFi 7 Router: RM399 (1 unit)

Support > Business > Devices

Is there an installation fee?

A RM80 installation fee applies if customers do not purchase a device during activation or recontract.

Support > Business > Subscription > Additional Service

Does the plan come with a fixed IP address?

No, but customers can purchase up to 5 Fixed IPs: 1 Fixed IP = RM200 For assistance, please contact us at care@time.com.my

Support > Business > Subscription > Pricing & Contracts

What are the contract periods available?

Customers can choose between 0, 12, or 24 months.

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

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 > Business > Promotion > New Subscriber Promo – Online Exclusive (600Mbps & 1Gbps plans)

What do I get with this promotion?

As a new subscriber of Time Fibre Business, you’ll get to enjoy: Plan Discount 600Mbps 1-Month Free* 1Gbps 1-Month Free* Please tak...

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

Who is eligible to be a referee under this programme?

Only new Time Fibre Home subscribers are eligible to be referred. Returning or existing customers are not eligible for this programme.

Support > Business > Promotion > (Expired) 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 > (Expired) 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 > e-Invoice

What happens if I don't submit the required information for e-Invoice?

If the mandatory information requested is not provided or inaccurate, LHDN may reject your e-Invoice during the validation process and Time will not b...

Support > Home > e-Invoice

Why hasn't Time requested my tax information yet for e-invoicing purposes?

As per LHDN’s guidelines, e-Invoicing for home broadband customers will only take effect from 1st July 2025. However, we can still process an e-...

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 > Termination

Do I still need to pay for any additional charges after the termination?

Yes, you may have to if there are charges incurred during your termination notice period such as voice usage. They will appear on your final bill.

Support > Business > Loyalty Upgrade

Do I need to change any equipment at my premises to enjoy the speed upgrade?

If your current equipment cannot support the new speed, an upgrade may be required. For assistance, please contact us at care@time.com.my to arrange t...

Support > Business > Loyalty Upgrade

Is there any equipment change needed at my premise to enjoy the speed upgrade?

If your current equipment doesn’t support the new speed, you may need to upgrade it. Contact us to arrange for an equipment change, if necessary.

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 > 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 > Time Fibre Home App

Who can use the app?

The app is available to all Time Fibre Home customers. Download it now:

Support > Home > Time Fibre Home App

How do I change my password?

Click on the three horizontal lines on the top left of your screen. This will bring up the side bar. From there, click “View Profile” and ...

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

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 > 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 > 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

I'm a Time Fibre Business subscriber, can I download and use the new Time Fibre Home app?

Unfortunately, the Time Fibre Home app is designed specifically for residential customers. As a business subscriber, you can manage your account throu...

Support > Home > New App Update

What's new about the Time Fibre Home app?

The new Time Fibre Home app offers a streamlined and intuitive interface for managing your Time Fibre Home account, making it easier and more seamless...

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

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 > 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 > 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 > 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

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

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 > 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 > 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 > 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

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 > 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 > 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

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 > 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 > 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 > Billing & Payment > Auto Debit

Must I be the card owner of the card being used to register for Auto Debit?

Not necessarily. As long as the card owner has given consent and registration of the card passes the 3D Secure check.

Support > Home > Billing & Payment > Auto Debit

Is it safe to register for Auto Debit?

Yes, in fact, it is one of the safest ways to make payment. Information is stored in a Payment Card Industry – Data Security Standard (PCI – DSS) ...

Support > Home > Billing & Payment > Auto Debit

What is Auto Debit?

Auto Debit is a service that automatically deducts your monthly payments from a registered debit/credit card on a recurring basis. This is a great opt...

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 > 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 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 > 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

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 > 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 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

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 > Promotion > Time Rewards

How does Time Rewards work?

Log in to the Time Fibre Home app or our Self Care portal to grab your reward. Rewards are available for all customers and are unlimited. Once the rew...

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

I am an existing Time Fibre Home subscriber. Can I enjoy this offer?

For existing customers who wish to subscribe to this service, please submit your request via Self Care. Log in to SelfCare > Manage Plan > Other...

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 > Self Care

How do I change my password?

Click on your profile icon at the top right of your screen and select “Change Password” from the dropdown menu. We recommend that you do t...

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 > 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 > Devices

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 > General Information

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 > Self Care

How do I change my password?

Click on your profile icon at the top right of your screen and select “Change Password” from the dropdown menu. We recommend that you do t...