Support > Home > Promotion > Monthly Discounts on 12-Month Contract Plans

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

Unfortunately, this promotion cannot be combined with other ongoing promotions except the Time Fibre Home offer for the differently abled (OKU) and th...

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

What happens to my RM50 referral bonus if I’m also enjoying other promo discounts at the same time?

Your other promo discounts will apply first. Any excess amount from your referral bonus will be carried forward to future bills with no expiration.

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

What happens to my RM100 referral bonus if I’m also enjoying other promo discounts at the same time?

Your other promo discounts will apply first. Any excess amount from your referral bonus will be carried forward to future bills with no expiration.

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 > 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)

Is the parent node compatible with your other mesh devices?

Unfortunately, the parent node is only compatible with its corresponding child nodes. Gig Speed Home devices are not compatible with our other mesh Wi...

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 > Plans > Voice Plans

Does Time offer free calls to Crisis Preparedness and Response Centre (CPRC) and other Health Authority lines?

Yes. Calls to the following numbers are free of charge 03-88882010 National Operations Management Centre 03-88810200 Crises Preparedness and Res...

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)

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 – 600Mbps at RM99 for the First 6 Months

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

The Pakej MyKabel promo cannot be stacked with other promos except for the Time Fibre Home Offer for the Differently-abled (OKU). If you’re a new Ti...

Support > Business > Relocation

Can I relocate to another state?

Yes, you can. But first, you’ll need to check if your new address is within Time coverage. Please note that you can relocate to selected buildin...

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

What do I get if I successfully refer a friend?

You’ll get a RM100 bill discount for every successful referral. Your friend has to activate their service for the referral to be considered success...

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 > 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 > 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 > 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 > 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

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

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 > 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 > 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

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

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

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 > Gig Speed Home (FTTR)

Can I relocate my Gig Speed Home to a new address?

Yes, you absolutely can. But do note that relocation fees and other charges may apply. You can view the rate card here.

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 > Promotion > New Subscriber Promo – 600Mbps at RM99 for the First 6 Months

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 – 600Mbps at RM99 for the First 6 Months

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

The discounts will be deducted from your monthly bills until month 6. However, other charges such as voice calls, deposits, add-ons etc still apply.

Support > Home > 2Gbps

Can I downgrade to a lower speed?

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 > 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

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 > Relocation

Which relocation type should I choose if I’m relocating within the same building?

If you’re relocating to another unit within the same building, you may select “Outdoor Relocation”. Please find further details belo...

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 > 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 > 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 > 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 > 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

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

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 > 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 > Billing & Payment

How do I read my bill?

Your monthly bill will include your broadband subscription fee, voice service usage charges and subscription fee(s) for other value-added service(s), ...

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

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 > 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 > 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 > 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 > 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 > Billing & Payment

How do I pay my bill?

You can log in to Self Care to view your bills and make quick and easy online payments. For all other payment methods, click here.

Support > Business > Billing & Payment

What charges will appear on my bill?

Your monthly bill will include your broadband subscription fee, voice service usage charges and subscription fee(s) for other value-added service(s), ...

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...