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

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 > 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 > New App Update

Will my latest account information be available in Self Care?

Yes, your account information will all be available in Self Care. You can log in with the same credentials as the old app.

Support > Home > Free Speed Boost

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 > Home > Relocation

I’ve been a subscriber for less than 24 months. Can I still request an outdoor relocation?

Absolutely! You can request for an outdoor relocation anytime. However, a RM120 fee applies if you’re still within your contract period.

Support > Home > Relocation

Can I withdraw my relocation request?

Yes, you can! Just log into Self Care, scroll down to Activity Log and look for the “Withdraw Submission” button.

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 > Relocation

Why can't I choose a relocation date when submitting the request?

Your new building may be undergoing a network upgrade. But don’t worry, once you’ve submitted your request, our team will contact you with...

Support > Home > Transfer of Ownership

How do I request for a transfer of ownership?

On your Self Care dashboard, click Manage Plan > Transfer Ownership. Fill in the form and submit your request.

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 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

My line is suspended but I've made my payment. How long will it take to restore my service?

Payment method Time Self Care, Quickpay, Time Fibre Home app, JomPAY Within an hour Other payment methods Within 24 hours Talk to us via ...

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

I’m interested. How do I subscribe?

Eligible subscribers may reach us via these channels: Live Chat Facebook

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 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 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

Can I request Time to configure my own router?

Yes, you can but you will be charged RM80.

Support > Business > Subscription > Additional Service

What is Time Basic Voice Line?

Time Basic Voice Line is a fixed voice line service that provides incoming and outgoing calls to subscribers. It comes with 2 voice lines with a RM45 ...

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 > 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

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 > 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

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

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 > Gig Speed Home (FTTR)

Should I opt for Fibre-To-The-Room (FTTR) or mesh WiFi?

That really depends on your needs and preferences. If you prioritise ease of use, affordability and flexibility, mesh WiFi offers a good balance betwe...

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 > Home > New App Update

Will there be ongoing updates and patches on the new app?

Yes, we’ll continue to improve the app with regular updates. Remember to update your app periodically to ensure you’re using the latest versio...

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 > Subscription > Installation

How do I know if my house has prelaid fibre or not?

Typically, in a unit that has prelaid fibre, you’ll find a readily available fibre socket in your living area that you won’t find in a non...

Support > Home > Upgrade/Downgrade Plan

How do I upgrade my broadband plan?

Sign in to Self Care and on your dashboard, click Manage Plan > Change Broadband Plan. Select the plan you want to upgrade to and follow the on-scr...

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

How do I know if my existing device is compatible with the new speed?

If you’re already using our latest WiFi 6 device, they’re more than capable of accommodating the new speeds. Here’s what our latest WiFi 6 devic...

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 > Relocation

Do I need to apply for the outdoor relocation fee waiver?

Nope. All you have to do is request for an outdoor relocation in Self Care. If you’re eligible for the waiver, the RM120 fee will automatically be w...

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

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 > Devices

What is WiFi 6?

Think of WiFi 6 as the language your router and wireless devices use to communicate. It’s like different versions of a spoken language – newer...

Support > Home > Devices

Is there a warranty period for the devices?

Equipment Limited Warranty Period All routers and mesh nodes supplied by Time 2 years DECT Phone 1 year ONU Lifetime All equipment we pr...

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 > 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 > Devices

What will happen to my 24-month payment plan if I want to transfer ownership of my account or terminate my subscription?

You’ll be required to settle early when you make your transfer of ownership or termination request.

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)

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 > 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 > 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 > 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 > 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 > Transfer of Ownership

How long does it take for the transfer of ownership to be completed?

The request will be completed 14 calendar days from the submission date. The new owner will be responsible for bill payment from this date onwards.

Support > Home > Upgrade/Downgrade Plan

Why don't I see a "Change Broadband Plan" button on my screen?

This option will not be available if you submitted another modification request recently or if you are subscribed to our complimentary service. Chat w...

Support > Home > Upgrade/Downgrade Plan

When do I start paying the new charges?

You will start paying the new subscription fee once your request has been completed. You may see prorated charges in your next bill if the upgrade/dow...

Support > Home > Upgrade/Downgrade Plan

How long does it take to process my upgrade/downgrade?

The request will be processed within 7 working days.

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 > 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 > 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 > Voice Plans

What are the differences between Time Voice Home Basic, Time Voice Home Lite and Time Voice Home Max?

Time Voice Home Basic Time Voice Home Lite Time Voice Home Max No monthly commitment fee and pay-as-you-use. RM2.50 per month RM10 per month N...

Support > Home > Subscription > Installation

How long does it take for Time to install and activate my service?

Installation can take 2 to 4 hours depending on the type of unit you live in. The installation process involves a site survey, ducting, piping, electr...

Support > Home > Subscription > Installation

Will there be any drilling involved during the installation process?

Yes, some drilling may be necessary, but we will request your prior approval.

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 > 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 > 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 > 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 > Self Care

I have multiple accounts. How do I view all of them using the same login ID?

You can merge or unmerge your accounts via Self Care > Manage Plan > Other Modifications. Just fill in the form and submit the request.

Support > Home > Complaint Management Process

What happens after I lodge a complaint?

You will receive an acknowledgement from us via email. We will then begin our investigation and contact you should we need more information. Please en...

Support > Business > Relocation

I have submitted the wrong address/relocation type. How do I withdraw my application?

You can reach out to us at care@time.com.my to withdraw your request.

Support > Business > Relocation

How do I relocate my broadband service?

Fill up the form here to submit your request. Select “Indoor/Outdoor Relocation” under modification type. The charges are as below: Re...

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 > Transfer of Ownership

How long does it take for the transfer of ownership to be completed?

The request will be completed 30 calendar days from the submission date. The new owner will be responsible for bill payment from this date onwards.

Support > Business > Termination

How do I terminate my business Internet?

On your Self Care dashboard, click Manage Plan > Terminate Service. Fill up the form and submit your request.

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 > 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 > Subscription > Additional Service

What is Time Basic Voice Line?

Time Basic Voice Line is a fixed voice line service that provides incoming and outgoing calls to subscribers. It comes with 2 voice lines with a RM45 ...

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 > Complaint Management Process

What happens after I lodge a complaint?

You will receive an acknowledgement from us via email. We will then begin our investigation and contact you should we need more information. Please en...