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 > 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 > 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 > 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 > 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

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

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 > 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 > 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 > Devices

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

A standard installation typically takes about 2 to 4 hours, but the duration will also depend on your building type. Our installers will get in touch ...

Support > Business > Devices

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

If I subscribe during the promotion period but schedule the installation after the validity period, will I still be entitled to the promotion?

Yes, you’re still entitled to the promotion if you sign up within the promotion period. However, you’ll need to install and activate your service ...

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 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 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)

If my first month’s broadband subscription fee is free, why am I still being charged on my first bill?

Your first full month’s broadband subscription is free. However, your first bill may include: Prorated charges for the period of usage before 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 > 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 > 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 > 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 > Plans > 12-month Plan

What is the 12-month plan?

Our 12-month plan is tailored for renters and frequent movers, with a contract period that aligns perfectly with your 12-month home rental lease. Enj...

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 > 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

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

What type of devices do I get from Time?

We provide mesh-enabled WiFi routers with all our plans. Based on your building type and installation requirements, you may receive: Plan 24-month...

Support > Home > Gig Speed Home (FTTR)

How long will installation take?

Installation typically takes 4 to 6 hours, depending on setup complexity. If you’re also activating a new Time Fibre Home service, please allow an a...

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 – 600Mbps at RM99 for the First 6 Months

What devices do I get with my subscription?

We provide mesh-enabled WiFi 7 routers with our 600Mbps plan. Do note that devices may vary depending on installation requirements.​ These mesh devi...

Support > Home > Subscription > Installation

Do I need to purchase any equipment?

We will supply an Optical Network Unit (ONU) with a WiFi router or a wireless Optical Network Terminal (ONT) plus installation services. You will only...

Support > Home > Subscription > Installation

How do I know if after-hours installation is available where I stay?

If the service is available in your area, you’ll automatically see the additional date and time slots when you sign up online. Or check with our aut...

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 > 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 > 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

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 > Business > Relocation

Do I need to bring the fibre cables, optical network unit (ONU), router, and power adapters for relocation?

No, you don’t need to bring your cables for standard installation, as our service installers will provide them. However, please bring your existing ...

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 > Devices

Can I appoint my own contractor for installation?

Installations can only be carried out by Time-appointed installers, who are technically trained to provision the service according to our guidelines.

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...