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 > Subscription > Additional Service

Can I connect the phone lines provided by Time to my fax and/or credit card terminal?

Yes, you can.

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

How will I receive the promotion discount once I’ve subscribed?

The promotion discount will be applied to your first full month’s bill. Other charges such as voice calls, deposits, and add-ons, will still be incl...

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

What should I do if I don’t receive the umbrella within the expected timeframe?

If you have not received your umbrella after 14 working days from activation, you may reach out to us at care@time.com.my.

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

When can I expect to receive the umbrella?

The umbrella will be delivered within 14 working days from the date your service is successfully activated online.

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

Can I still receive the bill discount if I refer myself?

No, you won’t be eligible for the RM50 bill discount.

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

How do I check the status of my referrals?

Log in to Self Care, click on “Rewards” in the top navigation bar and select “Hook Up and Earn”. Scroll down to “Referral Status” to see ...

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

Can I still receive the bill discount if I refer myself?

No, you won’t be eligible for the RM100 bill discount.

Support > Business > Promotion > (Expired) New Subscriber Promo – Online Exclusive (500Mbps & 1Gbps plans)

How will I receive the promotion discount once I’ve subscribed?

The promotion discount will be applied to your first full month’s bill. Other charges such as voice calls, deposits, and add-ons, will still be incl...

Support > Home > e-Invoice

Will my e-Invoice change how I receive my bills from Time?

No, you will continue receiving your Time bill via email or Self Care portal as usual. The only difference is that your bill will include an e-Invoice...

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

How do I check my contract period?

You can see your contract period on your Self Care dashboard. Just log in to check.

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

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, please reach out to us via Live Chat.

Support > Home > Time Fibre Home App > Bill Payment

I paid my bill via the Time Fibre Home app. When will my payment be reflected on the app?

Upon successful payment, you will receive a payment notification via your registered email. Your account balance in the app should be updated within a...

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 > 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 specifications of Time's mesh WiFi devices?

Model WiFi Specifications No of LAN ports Plan WiFi 7 router (HG8145B7N) BE3600 4 (3 usable ports when used as router) 24-month plan: ...

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 (200Mbps & 600Mbps)

How will I receive the promotion discount once I have subscribed to the service?

The discounts will be deducted from your first full month’s bill or the monthly bills until month 6, whichever applicable. However, other charges su...

Support > Home > Self Care > Bill Payment

I paid my bill via Self Care. When will my payment be reflected?

Upon successful payment, you will receive a payment notification via your registered email. Your account balance in Self Care should be updated within...

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

How will I receive the promotion discount once I have subscribed to the service?

The discounts will be deducted from your first full month’s bill or the monthly bills until month 6, whichever applicable. However, other charges su...

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 > 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

When will I receive my refund? Will I be notified after my refund is processed

The refund (if any) will be processed within 90 days of the final bill generation. You may check your bank account for details.

Support > Home > Termination

When will I receive my final bill?

You’ll receive your final bill within 5 days of your termination date.

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

I've received my first bill. Why is my payment amount higher than my monthly subscription fee?

Your first bill may be higher than your subscription fee because it may contain pro-rated charges and advanced billing of your broadband fee. Watch ou...

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

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 Fibre Home Offer for the Differently-abled (OKU)

How will I know if I’ve received the discount?

You will see the amount deducted in your bill under the discount section.

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

Will I receive any backdated discount if I’ve been using Time before this?

No backdated discount will be given. However, you’ll be able to enjoy the discount for as long as you’re subscribed to our service.

Support > Home > 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 > Home > 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, please reach out to us via Live Chat.

Support > Home > Self Care

Where do I check and download my itemised bills?

Log in to Self Care > Bills. All your previous bills will be listed here and are available to view and download.

Support > Business > Termination

How will I receive the refund if I don’t have a Malaysian bank account?

We can make a transfer to your overseas bank account provided the amount is above USD50 or RM250. Payment will only be in USD. If the amount is less t...

Support > Business > Termination

When will I receive my refund? Will I be notified after my refund is processed?

The refund (if any) will be processed within 90 days of the final bill generation. You may check your bank account for details.

Support > Business > Termination

When will I receive my final bill?

The final bill will be generated on the next bill cycle after the service is terminated.

Support > Business > Devices

What happens if the equipment provided by Time becomes faulty, damaged or lost during my contract period?

All equipment we provide are covered by a limited warranty during your contract period. Any loss or damage due to negligence or abuse is not covered u...

Support > Business > Subscription > Additional Service

Can I connect the phone lines provided by Time to my fax and/or credit card terminal?

Yes, you can.

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 > 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 > 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...

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

What additional services can I subscribe to in addition to the Time Basic Voice Line service?

We have three bundled services available for you to choose from: Standard VAS – CLIP, Call Forwarding, Direct Dialling. Plus VAS – Call Waiti...

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

Can I upgrade or downgrade my plan after redeeming this promotion?

Yes, you can upgrade your plan at any time. Any existing promotions will remain in effect until fully redeemed, and your contract will not be reset Yo...

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

What devices do I get with my subscription?

We provide mesh-enabled routers with all our plans. Depending on your building type and installation requirements, you may receive the following devic...

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

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

Unfortunately, no. You can only use one promotion at a time. Once you’ve selected a promotion and submitted your application, you won’t be able to...

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

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

When will I see the RM50 discount in my bill?

It may take up to 45 days to be reflected in your bill.

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

How do I know if the referral is successful?

You’ll get an email once your service has been activated. You can also go to the Hook Up and Earn page in Self Care to check the status of your refe...

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

How do I refer a friend?

Log in to Self Care, click on “Rewards” in the top navigation bar and select “Hook Up and Earn”. From there, generate your unique referral li...

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

When will I see the RM100 discount in my bill?

It may take up to 45 days to be reflected in your bill.

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

How do I know if my friend has signed up for Time?

You’ll get an email once your referee has signed up for Time Fibre Home and once more when their service has been activated. You can also go to the...

Support > Business > Promotion > (Expired) New Subscriber Promo – Online Exclusive (500Mbps & 1Gbps plans)

Can I upgrade or downgrade my plan after redeeming this promotion?

Yes, you can upgrade your plan at any time. Any existing promotions will remain in effect until fully redeemed, and your contract will not be reset Yo...

Support > Business > Promotion > (Expired) New Subscriber Promo – Online Exclusive (500Mbps & 1Gbps plans)

What devices do I get with my subscription?

We provide mesh-enabled WiFi 6 routers with all our plans. Depending on your building type and installation requirements, you may receive the followin...

Support > Business > Promotion > (Expired) New Subscriber Promo – Online Exclusive (500Mbps & 1Gbps plans)

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

Unfortunately, no. You can only use one promotion at a time. Once you’ve selected a promotion and submitted your order, you won’t be able to switc...

Support > Business > Promotion > (Expired) New Subscriber Promo – Online Exclusive (500Mbps & 1Gbps plans)

How long will this promotion last?

This promotion is valid from 15 December 2024 until 14 April 2025.

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

How long does it take for my e-Invoice request to be processed?

Your e-Invoice registration will take effect on your next bill. To ensure timely processing, please submit your request at least 2 days before your ne...

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 > Termination

How do I request for termination?

Subscription Contract Tenure How to terminate? 24-month contract 0-19 months Log in to Self Care, select Manage Plan > Terminate Service...

Support > Home > Devices

I opted for the RM99 router upgrade for my 200Mbps plan to get a WiFi 7 device instead of WiFi 6. Do I own this device?​

While the RM99 fee is for upgrading your router to WiFi 7, the device itself remains the property of Time. This allows us to ensure you have the lates...

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

I’m planning to transfer ownership of my account to a friend. Will the new owner be eligible for the upgraded speed?

Yes, the new owner will enjoy the upgraded speeds as long as they remain on the existing Time Fibre Business plan that was subscribed to before 2 Octo...

Support > Business > Loyalty Upgrade

There are too many line items in my latest bill, how do I read it?

Your latest bill (the next bill cycle after the free speed boost) should reflect the new speed with the same monthly subscription fee. The rest of the...

Support > Business > Loyalty Upgrade

Can I upgrade my plan if I want something else?

Yes, you can! Just log in to Self Care and check it out.

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 > 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 > 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

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

I forgot my password. What should I do?

Click the “Forgot Password?” link on the Self Care login page. You will need to enter your Account Number and your MyKad/passport number t...

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 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

I am using a TP-Link/D-Link/Linksys device. Why can't I see the WiFi Manager features? How do I get it?

The WiFi Manager features vary with device models. Some features are not available on older devices. We recommend upgrading to the latest devices to a...

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

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 > 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 > 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 > 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 > 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

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

What if I have trouble downloading or logging in to the new app?

Make sure that you’re using the latest version of the app and try resetting your password first. If you’re still encountering issues, plea...

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

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

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...