Need Some help?

Why is my Internet slow?

Your broadband connection is influenced by many factors, including device compatibility and whether you’re using a WiFi or wired connection. Download our guide to learn more and to troubleshoot your connection easily.

What do the lights on my router indicate?

For more details about what your router lights indicate, click here.

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 12 months and we have not upgraded your router during this time, you’re eligible for a complimentary upgrade now. Don’t worry if you do not fulfill this criteria, you’re still able to purchase a new router at a subsided price. You can head to Self Care to complete your request for either option.

Will all my devices be compatible with 1Gbps?

Newer desktop and laptop computers that come with a Gigabit Ethernet (GE) port are capable of reaching speeds beyond 100Mbps (as opposed to Fast Ethernet ports) over a wired connection. Most wireless devices in the market, however, are not yet capable of reaching speeds beyond 500Mbps. The bright side is that they’re more than capable of handling your online activities. Click here to check out how most of these devices typically perform in a household.

For more tips on making the most of your broadband speed, check out here.

If you’ve been with us for at least 12 months and we have not upgraded your router during this time, you’re eligible for a complimentary upgrade now. Don’t worry if you do not fulfill this criteria, you’re still able to purchase a new router at a subsidised price. You can head to Self Care to complete your request for either option.

How do I change my WiFi setting/password?

Manufacturer	Model
TP-Link	Archer C1200 EC230 EC440
Linksys	EA6350
D-Link	DIR-850L
Huawei	HG8145V5 WA8021V5

If you can't find the router model in the table above , get in touch with our support ninjas at 1 800 18 1818 for further assistance. 

How do I set up my new WiFi router?

Manufacturer	Model
TP-Link	Archer C1200
D-Link	DIR-850L

If you can't find your router model in the table above, get in touch with our support ninjas at 1 800 18 1818 for further assistance.

How can I upgrade the firmware on my WiFi router?

First, download the latest firmware for your router model below. Once it has been downloaded, click on your router model below for step-by-step instructions on how to upgrade.

Manufacturer	Model	Firmware
TP-Link	Archer C1200	TP-Link AC1200 Firmware
D-Link	DIR-850L	D-Link 850 Firmware 1 D-Link 850 Firmware 2

Is TIME Fibre Home Broadband 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 multi-dwelling units (i.e. condominiums) in the Klang Valley, Penang and Johor. Head on to our coverage search here to find out if yours has been brought up to speed. 

What can I do if TIME Fibre Home Broadband is not yet available where I live?

Let us know here or ask your JMB to get in touch with us via our hotline 1 800 18 1818 or cs@time.com.my, and we'll take it into account in our coverage expansion planning.

How do I switch to TIME?

1. Contact your current broadband provider to start the termination process.

2. Be mindful of any penalties incurred if your termination is within the contract period.

3. Now you can get on your new speeds with us here!

What is the status of my application?

Keep up with the progress of your application here.

When is my installation date?

Check your installation date here or get in touch with us at 1 800 18 1818 or cs@time.com.my. Our support ninjas will give you the updates you need. 

What TIME Fibre Home Broadband plans can I choose from?

100Mbps	500Mbps	1Gbps
RM99	RM139	RM199
Unlimited (no quota) | 100% Fibre Superior Technology | 24 months or no lock-in* contract

*An upfront payment of RM400 or RM500 is applicable to no lock-in contracts and subscribers are not entitled to promotions.

You can subscribe to the 24-month contract plan through our authorised dealers or via our online platform here. The no lock-in contract plan is exclusively available online.

Online Exclusive: Wonders From Home Laptop Giveaway (500Mbps & 1Gbps)

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What is the Wonders From Home Laptop Giveaway all about?

New subscribers of the TIME Fibre Home Broadband 500Mbps and 1Gbps 24-month contract plans who signed up online via TIME’s website can stand a chance to win a premium laptop by uploading a picture to their Facebook or Instagram feed showing how they use TIME Internet to do wonders from home.

Who is eligible for this giveaway?

All new subscribers of the TIME Fibre Home Broadband 500Mbps and 1Gbps 24-month contract plans who signed up online via https://www.time.com.my/personal/broadband/fibre-broadband are eligible. Subscribers of the no lock-in plan are not eligible.

How do I join?

Step 1: Sign up for the 500Mbps or 1Gbps 24-month contract plan via TIME’s website.

Step 2: Upload a photo showing the most creative way you use TIME Internet to your Facebook or Instagram feed with the hashtag #TIMEInternetWondersFromHome by 30 April 2021.

Step 3: Fill in the submission form and submit your entry via (www.time.com.my/wonders-from-home-laptop-giveaway) by 30 April 2021 to be in the running.

Important notes:
1) Note down your Service Order (SO) number when you have completed the signup process. The SO number can be found in your confirmation email. You will need the number to submit your entry.
2) We will only accept photos posted to your Facebook or Instagram feed. We do not accept videos, lives or stories.
3) Ensure your social media profile is public so we can track your entry.

How long is the campaign period?

The giveaway will run from 15 March 2021 to 30 April 2021. Sign up for the TIME Fibre Home Broadband 500Mbps or 1Gbps 24-month contract plan via TIME’s website and submit your contest entry within this period.

If I subscribe and submit my entry during the campaign period but schedule my installation after the validity period, will I still be able to participate in this giveaway?

You will still be in the running as long as your service is activated on or before 15 May 2021. Remember to schedule your installation appointment accordingly.

I am not able to activate my service by 15 May 2021 due to my building management's restrictions. Can I still participate this giveaway?

Unfortunately, your service has to be activated on or before 15 May 2021 in order to be eligible for this giveaway.

Can I enjoy other promotions/offers from TIME concurrently?

You will only be eligible for this laptop giveaway and the RM100 off your first bill promotion that is currently running on our website when you sign up for any TIME Fibre Home Broadband plan. You will only receive the premium laptop should you be chosen as a winner while all new subscribers will get the one-off RM100 rebate on their first full month's bill.

Where do I find the Service Order (SO) number?

You can find your SO number in your confirmation of signup email titled "Thank You for Hooking Up with Us.", as shown below:

What are the winning criteria?

Winners will be selected by a panel of judges from TIME dotCom based on the most creative posts. Their decisions are final.

What are the prizes?

There are a total of 44 premium laptops to be won - 22 units for 1Gbps subscribers and 22 units for 500Mbps subscribers.

How will I know if I've won the prize?

Our representatives will reach out to you between 16 and 30 May 2021 to confirm your details and delivery address. Please ensure you are reachable. Should we fail to contact you in 3 attempts, you will forfeit the prize and another winner will be chosen.

When will I receive the prize?

The prize will be delivered to you after 31 May 2021.

Is there a warranty for the laptops?

The laptops have a 1-year warranty provided by the products' manufacturers.

RM100 Off Your First Bill (March 2021)

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What is the promo about?

As a new subscriber to TIME Fibre Home Broadband, you get to enjoy RM100 off your first bill if you sign up for the 100Mbps, 500Mbps or 1Gbps plan.

What is the duration of this promo?

This promo is valid from 1 March 2021 to 31 March 2021.

Who is eligible for this promo?

Only new subscribers to TIME Fibre Home Broadband on a 24-month contract are eligible. Subscribers of the no lock-in contract are not eligible for this promotion.

During this period, can I enjoy other promos/offers from TIME as well?

No, you are eligible for only 1 promotion at any time. Once submitted, you will not be able to change or select other promotions.

Will I still enjoy this promo if I change my plan after my service activation?

No, all promotions are tied to your existing contract at the moment of subscription. Any plan upgrades or downgrades while the promotion is in effect will result in the forfeiture of said promotion. However, you may change your plan after you have received your first bill where the RM100 discount has been applied.

You will not be allowed to downgrade your plan within the first 6 months of your contract. The downgrade option will be made available from the 7th month onwards.

How do I sign up for this promo?

Visit https://www.time.com.my/personal/broadband/fibre-broadband to sign up online or subscribe via TIME’s authorised dealers.

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

Yes, you will still be entitled to the promotion as long as you subscribe to our plans within the promotion period.

How do I get the promo once I have subscribed to the service?

Once your service has been activated, the RM100 discount will be applied to your first full month’s broadband subscription fee. However, other charges such as voice calls, deposits, add-ons, etc. (if any) still apply. If you are entitled for the Differently-abled (OKU) discount, you will enjoy the RM10 off your bill from your second month onwards.

Upgrade Offer: RM10 Off x 24 Months

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Anniversary Upgrade Promo

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What is this promo about?

Anniversary Upgrade promo lets you enjoy TIME Fibre Home Broadband 500Mbps plan at only RM129/month for 24 months. This promo is only available for three months once you receive the promo email, so upgrade your plan before it ends!

Who is eligible to participate in this campaign?

TIME Fibre Home Broadband 100Mbps plan subscribers who have been with us for more than 12 months are eligible for the promo. However, the promo is not valid for subscribers under the no lock-in period.

When do I get to enjoy this promo?

Once you have agreed to upgrade your plan to 500Mbps, your broadband subscription fee will reflect the new monthly recurring charge, with the RM10 discount for 24 months.

How do I enjoy this promo?

You’ll receive an email informing you about the exclusive promo once you’ve stayed with us for 12 months. All you have to do is click on the link to sign in to your Self Care account. Once you’re logged in, click on the Settings button, select “Manage Plan” and upgrade to 500Mbps plan. The upgrade will take effect within seven (7) days, and once your plan is upgraded, you will enjoy RM10 off your bill for the next 24 months.

Can I change my plan back to 100Mbps after I have upgraded?

Yes, you can. However, you will no longer enjoy RM10 off your bill for 24 months once you downgrade your plan to 100Mbps. If you choose to downgrade within your contract period, your contract will be renewed for 24 months.

Will there be any changes to my contract if I take up this promo?

You will not be subjected to contract renewal when you take up this promo.

Do I also get to enjoy a free router if I take up this promo?

You may opt to get a free router when you upgrade your plan, subject to 24-month contract renewal.

12.12 - 1st Month on Us!

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Cybersales - First Month on Us!

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TIME Fibre Home Broadband Offer for the Differently-abled (OKU)

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What is this offer about?

Malaysian citizens who are registered as Person(s) with Disabilities or Orang Kelainan Upaya (OKU) will be able to enjoy RM10 off their monthly TIME Fibre Home Broadband bill for as long as they remain TIME subscribers. New subscribers will also enjoy RM100 off their first bill.

Who is eligible for this offer?

Malaysian citizens who are registered as OKU by the Department of Social Welfare Malaysia (Jabatan Kebajikan Masyarakat) are eligible. Subscribers must include a copy of their Malaysian IC and valid OKU card in their application.

I’m interested. How do I subscribe?

Eligible subscribers may reach us via these channels:

• Call Centre: Call us at 1800 18 1818
• TIME Live Chat: Go to www.time.com.my and look for the chat icon at the bottom right
• Facebook: Send us a message on www.facebook.com/TIMEinternet

Is this plan available for Astro IPTV subscribers?

No, this plan is not applicable to Astro IPTV subscribers.

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

Yes, of course! If you are eligible, you can request to change your plan details to enjoy RM10 off your monthly bill. Please contact us to enjoy this benefit. (Refer to question 3)

I am currently enjoying another promotion. Can I still enjoy this offer?

Yes, you can but your current promotion will be forfeited in favour of the OKU offer. Subscribers can only enjoy one (1) promotion per subscription at any time. Once selected, subscribers may not change or select other promos.

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.

If I transfer ownership of my subscription to a differently-abled person, will he/she be entitled for the promotion?

Yes, you can transfer the ownership of your account to a differently-abled person and he/she can opt for the plan as long as they are registered as a Person(s) with Disabilities or Orang Kelainan Upaya (OKU) with a valid OKU card.

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

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

500Mbps Turns One - New Subscribers

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TIME Rewards

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What is TIME Rewards?

TIME Rewards is our way of rewarding and thanking you for staying with us, with surprise rewards up for grabs on the 15th of every month from 12am via TIME Self Care. From 15 January 2020 onwards, available exclusively on TIME Internet App.

How does TIME Rewards work?

Log in to TIME Internet App on the 15th of the month from 12am to grab your share. Rewards are available on a first-come, first-served basis, so act fast before they are fully grabbed. Please note that each customer is only eligible for one reward each year.

Once the reward has been successfully grabbed, it will be saved under “Rewards” page. Be sure to redeem your rewards at the participating outlets before the voucher expires!

Am I eligible to participate in TIME Rewards programme?

You will need to be an active TIME Fibre Home Broadband subscriber with the TIME Internet App to be eligible to participate in TIME Rewards. If you do not have the TIME Internet App, you may download and install the app from Google Play or the App Store.

When will the rewards be up for grab?

The rewards will be up for grab on the 15th of every month from 12am, but it is only valid for customers who have not grabbed their reward this year. Log in to TIME Internet App early on that day to ensure you do not miss the reward.

I missed the reward this month. Can I claim my reward next month?

You are eligible to claim the reward, provided that you have not claimed any reward yet this year.

Can I transfer my reward to someone else?

The reward claimed is non-transferable. You are required to present your reward voucher at participating merchant’s outlet for redemption and validation.

My reward voucher was not accepted or redeemable at the participating merchant’s outlet. What should I do?

You may contact our Support Ninjas at 1800-18-1818 for assistance.

Why was I not able to grab the reward from TIME Self Care?

TIME Rewards is now available exclusively on TIME Internet App. If you do not have the app yet, fret not. Simply download and install the app from Google Play or the App Store.

RM100 Off Online Signups

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What is the latest TIME Fibre Home Broadband promotion?

RM100 off the first bill for online subscriptions at www.time.com.my.

What is the promo period?

The promo is valid from 1 February 2017 until further notice, so sign up while it lasts!

Who is eligible for this promo?

Only new subscriptions of TIME Fibre Home Broadband on the 24-month contracts during the promo period are eligible for the promo. Those who subscribe to our No Lock-In contract will not be enjoying this promo.

How will I know if I get RM100 off my bill?

You will see the amount discounted in your first bill.

For more details, go to T&C > Promotions and select the TIME Fibre Home Broadband RM100 Online Promotion tab.

500Mbps Turns One - Existing Subscribers (Surprise Giveaway)

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500Mbps Turns One - Existing Subscribers (500 Minutes Free Voice Calls)

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Archive

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Is TIME available at my home? 

As much as we'd love to serve all Malaysians with the broadband they deserve, our service is currently available in multi-dwelling units (i.e. condominiums) in the Klang Valley, Penang and Johor. Head on to our coverage search here to find out if yours has been brought up to speed. 

What can I do to get TIME coverage in my area?

Let us know here or ask your JMB to get in touch with us via our hotline 1 800 18 1818 or cs@time.com.my, and we'll take it into account in our coverage expansion planning.

I live in a landed property. When will TIME Fibre Home Broadband be available to me?

We'd love to serve all Malaysians with the broadband they deserve, but currently we're not able to cover landed property. For the latest updates, follow our FB page at www.fb.com/timeinternet.

My JMB has already gotten in touch with you and given you the green light. Why aren't you here yet?

It typically takes about 6 months to extend our coverage. Please bear with us while we work on delivering our service to you. If there hasn't been an update, get your JMB to drop us an email at cs@time.com.my with your building name and details of their last communication with us and we'll look into it.

The condominium next to mine has TIME coverage; when will mine be fibered?

While we would love to serve all condominiums, at times we are unable to gain access for various reasons. Do ask your JMB to get in touch with us at 1 800 18 1818 or cs@time.com.my and we will take it from there.

Subscription

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What documents are required for subscription?

i. MyKad / passport for non-Malaysians

ii. Credit card (MasterCard / Visa) if the Auto Debit payment method is selected

Can I upgrade or downgrade my plan if I want something else?

Of course! You can modify your plan in the Account Info section in Self Care. Do note that you are not allowed to downgrade your plan within the first 6 months of your contract tenure.

An upgrade/downgrade is determined by the change in your subscription fee

Are there any charges for upgrading or downgrading my plan?

There are no penalty charges for plan modifications, but any discounts you may currently be enjoying will not be carried over to your new plan.

Please refer to the table below for more details.

Plan Modification	Upgrade
Contract	Within Contract Term / After Contract Expiry
Router Options	Upgrade with free router	Upgrade without free router
What happens?	24 months contract reset No Penalty	No contract reset No Penalty

Plan Modification	Downgrade
Contract	Within Contract Term
Router Options	Downgrade with free router	Downgrade without free router
What happens?	Not offered	12/24 months contract reset No Penalty

Plan Modification	Downgrade
Contract	After Contract Expiry
Router Options	Downgrade with free router	Downgrade without free router
What happens?	Not offered	No contract reset No Penalty

Plan Modification	Upgrade		Downgrade
Contract	Within Contract Term / After Contract Expiry		Within Contract Term		After Contract Expiry
Router Options	Upgrade with free router	Upgrade without free router	Downgrade with free router	Downgrade without free router	Downgrade with free router	Downgrade without free router
What happens?	24 months contract reset No Penalty	No contract reset No Penalty	Not offered	12/24 months contract reset No Penalty	Not offered	No contract reset No Penalty

Note: The free router option for any plan upgrade is only available to subscriptions of at least 12 months. No downgrade is allowed within the first 6 months of your contract tenure.

Can I apply for multiple broadband subscriptions?

Yes, you can. Please contact us at 1800 18 1818 or cs@time.com.my for further details.

What is the status of my application?

Keep up with the progress of your application here.

How do I subscribe to TIME Fibre Home Broadband?

i. Online

ii. A TIME authorised dealer (Contact us at 1800 18 1818 or cs@time.com.my and we’ll help you out. Available for 24-month contract plans only.)

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 in your account. Superseded by the one-time charge below if you select the no lock-in contract plan.
RM400 or RM500 one-time charge	Applicable only to the no lock-in contract plan and is based on the subscribed speed. This fee will be collected upfront in order to complete your subscription.

 

Recurring fees
Broadband service	Based on subscribed plan
Voice service	TIME Voice Home Basic plan (pay-as-you-use) OR RM2.50 for TIME Voice Home Lite (additional charges may apply) OR RM10 for TIME Voice Home MAX (additional charges may apply)*
Paper bill	RM5 (if applicable)

*No lock-in contract subscribers are only eligible for the TIME Voice Home Basic plan.

Can I transfer my subscription to another person?

This service is only available for the 24-month contract plan. To make a request, contact us at 1800 18 1818 or cs@time.com.my.

Can I terminate my subscription at any time?

Yes, you can. However, 24-month contract plan subscribers will incur a penalty of RM500 if they choose to terminate within their contract term.

How do I terminate my subscription?

Contact us at 1800 18 1818 or cs@time.com.my. We will send you a service termination form, which you will have to complete.

For no lock-in contract plans, we require a notice period of a minimum of seven (7) or a maximum of 30 working days before your next bill cycle. For 24-month contract plans, a one (1) month termination notice is required.

How do I relocate my broadband service?

This service is only available to 24-month contract plan subscribers. Just log on to your Self Care account and select ‘Relocation Services’ from the dropdown menu when you click on the  button.

If you are relocating to somewhere outside your current building, don't forget to bring your devices along! Make sure to check that your new address is within our coverage area.

Relocation fees apply as per below and will be reflected in your next bill.

Relocation	Fee
Within your home	RM80
To another unit in the same building	RM120
To another building	RM120

No Lock-in Contract

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What is a no lock-in contract plan?

A no lock-in contract plan is a new TIME Fibre Home Broadband plan that replaces the 12-month contract plan. Under this plan, customers are not locked in to a minimum contract term and do not incur any cancellation penalties.

Plan speed	100Mbps	500Mbps	1Gbps
Monthly recurring fee	RM99	RM139	RM199
Upfront fee	RM400		RM500

*No lock-in contract plan subscribers are not entitled to promotions.

How do I subscribe to a no lock-in contract plan?

You can do so via visiting the Personal page at www.time.com.my and selecting the 'No lock-in contract' option during the signup process.

Am I entitled to any promotions or discounts with this plan?

No, subscribers to this plan are not eligible for any promotions or discounts.

What voice plans are included with this broadband plan?

Subscribers to this plan are automatically subscribed to the TIME Voice Home Basic (pay-as-you-use) voice plan.

I am a 24-month contract plan subscriber. Can I convert my plan into a no lock-in contract plan?

No, this is not possible. The no lock-in contract plans are for new subscribers only.

Can I get the upfront fee waived?

No, this is not possible. However, if you convert your plan to a 24-month contract plan within 24 months of service activation, you will receive a monthly rebate.

How do I convert my plan into a 24-month contract plan?

After at least one (1) month of service activation, you can convert your plan via ‘Manage Plan’ in the Self Care portal.

What rebate do I get if I convert my plan into a 24-month contract plan?

You must convert your no lock-in contract plan to a 24-month contract plan within 24 months of service activation. Once completed, you will receive a monthly rebate of RM50, which will be automatically used to offset your bill.

For Malaysian subscribers to the 100Mbps and 500Mbps plans, this process will take place over eight (8) months. For 1Gbps subscribers, it will be over 10 months.

For non-Malaysian subscribers, the RM500 foreigner deposit will apply upon contract conversion and it will be taken from this rebate. Standard deposit refund rules apply as above.

How do I make payments for this plan?

Auto Debit is required to sign up for this plan as standard billing is not supported.

Can I upgrade the router when I sign up for this plan?

Yes, you can add another RM350 to upgrade your TP-Link EC 230 router to a D-Link 882. If you are subscribing to a 1Gbps plan, you will already receive the D-Link 882 router with your plan. We also offer routers specifically designed for gaming (ASUS AC86U), speed (ASUS AX11000) and better coverage (Linksys Velop starter pack) for bigger homes. You can upgrade to these routers during online sign up process for cheaper price or upgrade your router via Self Care portal once your service has been activated, Check out TIME Devices for more information.

How can I upgrade my router after my service has been activated?

You can purchase a new router via the Self Care portal. For existing subscribers, check out the price for our routers below:

Routers	Prices
TP-Link EC230	RM235
D-Link DIR-882	RM550
ASUS AC86U	RM799
ASUS AX11000	RM1909
Linksys Velop	RM749

TIME Fibre Home Broadband Offer for the Differently-abled (OKU)

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What is this offer about?

Malaysian citizens who are registered as Person(s) with Disabilities or Orang Kelainan Upaya (OKU) will be able to enjoy RM10 off their monthly TIME Fibre Home Broadband bill for as long as they remain TIME subscribers. New subscribers will also enjoy RM100 off their first bill.

Who is eligible for this offer?

Malaysian citizens who are registered as OKU by the Department of Social Welfare Malaysia (Jabatan Kebajikan Masyarakat) are eligible. Subscribers must include a copy of their Malaysian IC and valid OKU card in their application.

I’m interested. How do I subscribe?

Eligible subscribers may reach us via these channels:

• Call Centre: Call us at 1800 18 1818
• TIME Live Chat: Go to www.time.com.my and look for the chat icon at the bottom right
• Facebook: Send us a message on www.facebook.com/TIMEinternet

Is this plan available for Astro IPTV subscribers?

No, this plan is not applicable to Astro IPTV subscribers.

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

Yes, of course! If you are eligible, you can request to change your plan details to enjoy RM10 off your monthly bill. Please contact us to enjoy this benefit. (Refer to question 3)

I am currently enjoying another promotion. Can I still enjoy this offer?

Yes, you can but your current promotion will be forfeited in favour of the OKU offer. Subscribers can only enjoy one (1) promotion per subscription at any time. Once selected, subscribers may not change or select other promos.

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.

If I transfer ownership of my subscription to a differently-abled person, will he/she be entitled for the promotion?

Yes, you can transfer the ownership of your account to a differently-abled person and he/she can opt for the plan as long as they are registered as a Person(s) with Disabilities or Orang Kelainan Upaya (OKU) with a valid OKU card.

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

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

Can I reschedule my installation appointment date and time?

You can change your installation appointment and even track the progress of your application here.

Can I choose my installation date?

You can choose your installation date when you sign up online.

How do I know my chosen installation appointment date and time has been confirmed?

You will receive an email stating your installation date and time. An SMS will also be sent to you a day before your installation date.

Who will carry out my installation?

A TIME authorised installer will carry out the installation.

Do I need to purchase any equipment?

We will supply an Optical Network Unit (ONU), a WiFi router and installation services.

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 (e.g. router). Additional charges may apply for requests beyond the basic cabling services we provide depending on your requirements. Please ask for the approved rate card to confirm cost to be incurred (if any), which are payable directly to the TIME-appointed installer. Should relocation be required in the future, charges will apply based on the cabling material and manpower required.

Type of residence	Complimentary basic cabling services
High-rise buildings with no prelaid fibre	Up to 20 metres from point of entry (e.g. main door) to your equipment (e.g. router)
Landed houses with no prelaid fibre	Up to 40 metres from Fibre Termination Box to your equipment (e.g. router)
High-rise building/landed houses with prelaid fibre	Up to 6 metres from the socket to your equipment (e.g. router)

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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 to the highest level of quality. All costs incurred are payable directly to the TIME-appointed installer.

Will there be any drilling involved during the installation process?

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

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. This is chargeable at RM80 per hour up to a maximum of RM300 per day, and is payable directly to the TIME-appointed installer.

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, electrical work, equipment configuration and testing.

What type of equipment does TIME provide with my subscription?

We provide an Optical Network Unit (ONU) and a WiFi router with every subscription or a wireless optical network terminal (the Huawei HG8145V5 Essential router).

Installation

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Service Installation During Conditional Movement Control Order (CMCO)

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Will TIME be able to install my broadband service as scheduled?

All installation works will continue to be carried out as scheduled during the Conditional Movement Control Order, subject to building management approval and the latest updates by MKN. Please visit https://www.time.com.my/check-application-status to check the status of your order or you can talk to one of our Support Ninjas on https://www.time.com.my/support/livechat/.

My building is located in a red zone area, can TIME proceed with installation?

Yes, installation works will continue to be carried out as scheduled in all areas; however, it will be subject to building management’s approval and latest updates by MKN.

I submitted my broadband application before the conditional movement control order (CMCO). However, I have not received any notifications from TIME.

We apologise for the inconvenience caused. Please visit https://www.time.com.my/check-application-status to check your application status or feel free to reach out to us via live chat at https://www.time.com.my/support/livechat/ if you have further questions.

I am not comfortable to have my broadband installed during CMCO, how can I reschedule my appointment?

You may reschedule your appointment at https://www.time.com.my/check-application-status.

I need an Internet connection urgently, is there a way for me to get an earlier appointment date?

We understand the urgency, however appointment dates for new subscriptions are subject to availability.

Self Care

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What is Self Care?

Self Care allows you to manage your account and subscribed service(s) online. You can also download our TIME App from Google Playstore or Apple App Store.

What can I do on Self Care?

You can:

i. View your profile and subscribed service(s)

ii. View and pay your bills

iii. Apply for Auto Debit payment method

iv. Change your subscription plan

v. Access special offers and privileges

vi. And more!

How do I register for Self Care?

i. Click here to register

ii. Enter your Account Number

iii. Enter your MyKad / Passport number (your default Username, not changeable)

iv. Enter your preferred password

v. Read and accept the Terms and Conditions

vi. Click register and you’re done!

What is my Self Care username?

Your default Username is your MyKad or passport number. This cannot be changed.

I'm an eBill subscriber. Where do I check and download my itemised bills?

Log in to Self Care and go to > Bills in the dropdown menu. Click on the Download button to download your bill.

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

You can merge your accounts by completing a Service Modification Form with 'Merge Account' selected. You will receive an email acknowledging the request.

Once merged, you can log in to Self Care, go to the Account Number panel on the right and select the account you want to view from a dropdown menu instead of having to log in and out.

If you want to split your accounts and Self Care access, just complete another Service Modification Form with 'Unmerge Account' selected.

How do I change my password?

Log in to Self Care, go to View Profile on the top right > Change Password. We recommend that you do this every 3 months.

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 to receive a temporary password via email.

I have reset my password but why haven’t I received an email with my temporary password?

Your email address may be different from the one you have provided to us. Please contact us at

1800 18 1818 or cs@time.com.my for assistance.

I have received my temporary password. What should I do next?

Access Self Care using your Username and temporary password. Once logged in, change your password immediately.

Hook Up & Earn Programme

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Who is eligible for this programme?

All TIME Home broadband subscribers who already have their service activated will be eligible for this programme.

What is the duration of this programme?

This programme is valid from 29 September 2017 until further notice, so start referring your family and friends while it lasts!

How do I refer a friend?

You would have received an email from us with a unique link. Simply share this link with your family and friends and ensure that they sign up with us via the link provided in order to enjoy the bill discount. If you have not received any email from us, you could also retrieve your unique link by logging into your Self Care and head over to Rewards > Hook Up & Earn.

What do I get if I successfully refer a friend?

For every successful referral, you will get a RM100 bill discount which will offset your monthly recurring broadband charges. Your friend’s service has to be activated to be considered a successful referral and the bill discount will be reflected in your next bill.

Is there a limit to the number of friends that I can refer?

There is no limit to the number of friends that you can refer, so you can refer as many friends as you want.

If I have successfully referred 3 friends this month, do I get RM300 bill discount in my next bill?

This depends on your monthly recurring broadband charges. If your monthly recurring broadband charges is less than RM300, the bill discount balance will be brought forward to the subsequent bill statement.

Would I know whether my friend has signed up with TIME?

You will receive an email notification once your friend successfully signs up to TIME Home Broadband. You will receive another email notification once your friend’s service has been successfully activated.

When will the RM100 discount be reflected in my bill statement?

It depends on when you will receive your monthly bill statement and when your friend’s service gets activated. The RM100 bill discount may take up to 45 days to be reflected in your bill statement.

How do I check the status of my referrals?

To check the status of your referrals, login to your Self Care and head over to Rewards > Hook Up & Earn > Referral Status.

What happens if I terminate my subscription?

Once your subscription is terminated, you will not be able to continue enjoying the bill discounts. All discounts from new referrals or any discount balance brought forward from the previous bill will be forfeited.

I submitted a referral through TIME Self Care portal on 1 September 2017 but my friend’s service is only activated on 5 October 2017. Do I enjoy RM100 cash reward or RM100 bill discount?

As long as you have submitted your referral before 3 October 2017, you will still get your RM100 cash reward. Only referrals made from 3 October 2017 onwards will be eligible for a bill discount.

Discontinuation of Deposit Discount

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Why is there a deposit discount reversal in my November 2019 bill statement?

Pursuant to the revocation of Communications and Multimedia (Rates) Rules 2002 under the Communications and Multimedia Act 1998 as regulated by the Ministry of Communications and Multimedia Malaysia, the rebate on the deposit for all TIME Voice services had been discontinued as of 1 January 2018.

As a result, we have made the necessary adjustments on the deposit discount that was rebated to you in your August 2019 statement.

Below is a sample of how the deposit discount reversal should be displayed in your November 2019 bill:

How was the deposit discount displayed in my August 2019 bill statement?

The description of the rebate was displayed as Deposit Discount in your bill. It was credited into your bill once a year, with the latest rebate credited into your August 2019 bill.

Below is a sample of how the deposit discount was displayed in your bill:

Service Tax

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What is Service Tax and when will it be implemented?

As announced by the Ministry of Finance, the Sales and Service Tax (SST) replaces the Goods and Services Tax (GST) effective 1 September 2018. Governed by the Sales Tax Act 2018 and the Service Tax Act 2018, the Sales Tax is imposed on a variety of goods while the Service Tax is imposed on selected service providers, including telecommunication services.

What TIME services will I be taxed on?

TIME is a Service Tax-registered business under the Service Tax Act 2018. This means that all services delivered by TIME will be charged 6% Service Tax unless otherwise stated.

Here’s the list of TIME services that are NOT taxable:

1. Goods (standalone physical products)
2. Refundable security deposits
3. Stamp duty
4. Office building rental
5. Telco to telco services (domestic & international)
6. Free trade zone to free trade zones (eg, Labuan to Labuan/ Labuan to Langkawi)

How will Service Tax affect my bills?

The Service Tax takes effect from 1 September 2018 onwards. All TIME services including broadband, voice or data delivered after this date will be charged a standard rate of 6% Service Tax.

If the effective date of Service Tax implementation falls within your billing period, then any charges that are subject to 0% GST will be pro-rated up to 31 August 2018.

I don’t understand my September bill. How do I read it?

For a clearer understanding of your bill, please click here.

My bill should have been delivered by 31 August 2018 but I’ve yet to receive it. When will I get my bill?

We apologise for the delay. We are in the midst of updating our systems to cater to the new Service Tax and are working to get your bill to you soonest we can.

My bill for the month of September was delivered but I’ve not been charged the 6% Service Tax. Am I exempted from the charges?

All charges that are subject to 0% GST will be pro-rated up to 31 August 2018. The 6% Service Tax adjustment for services delivered on or after 1 September 2018 will be made in your next bill.

Why am I receiving two bills?

Depending on your bill cycle, some customers may receive two bills at the same time. The first is an Interim Bill that caters to charges up to 31 August 2018 that are subject to 0% GST. The second bill caters for charges from 1 September 2018 onwards that are subject to 6% Service Tax.

Who can I speak to if I have questions regarding the new Service Tax implementation?

For more information, do contact us at cs@time.com.my or 1800-18-1818. Alternatively, you may visit the Royal Malaysian Customs Department’s website for a full list of FAQs regarding the 6% Service Tax. 

Why is my amount payable on Self Care and TIME App showing a different amount? Which amount should I be paying?

We apologise for the confusion. The amount reflected is the amount credited due to the Service Tax adjustment exercise. The actual charges will be reflected accordingly in your September bill.

Billing & Payment Related

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What are the available billing methods?

i. eBill: Sent to your email.

ii. Paper bill (RM5 per month): Sent to your mailing address.

When do I get my first bill?

This depends on your billing cycle and that's determined after your service is activated. You may notice pro-rated charges in your first bill.

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), if any.

How do I read my bill?

Click to view larger image

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

Click to view larger image.

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 to view your bills and make quick and easy online payments. For all other payment methods, click here.

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

Payment via Self Care	Within an hour.
Other payment methods	Within 24 hours.

Otherwise, please get in touch with us at 1 800 18 1818 or cs@time.com.my.

I receive multiple bills because I have multiple accounts. Can I consolidate them into one bill?

Yes, if your account is merged. Complete a Service Modification Form with 'Merge Account' selected and you will receive an email acknowledging the request.

Once merged, you should only receive one paper or electronic bill with the billing details of all your accounts.

If you want to split your accounts, just complete and submit another Service Modification Form with 'Unmerge Account' selected. You will be sent individual bills per account once more.

How do I pay my bill?

Subscribers to the no lock-in contract plan are required to activate Auto Debit to pay for this plan. For 24-month contract plan subscribers, please click here for all available payment methods.

Auto Debit Services

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What is Auto Debit?

Auto Debit is a service that automatically debits your monthly payments to a registered debit/credit card on a recurring basis.

What do I get if I register for Auto Debit?

When you register for Auto Debit, you receive a monthly RM2 rebate off your bills.

What types of cards are accepted for Auto Debit?

We accept Visa and MasterCard debit/credit cards. For debit cards, do ensure to liaise with your issuing bank to enable Auto Debit facilities.

Please note that we are unable to perform Card-Not-Present (CNP) transactions on HSBC and Standard Chartered debit cards.

How do I register for Auto Debit?

You can register for Auto Debit either at the point of subscription to our services or, if you are already a TIME customer, simply log in to your Self Care account and register for Auto Debit under the Billing tab.

Why am I being charged RM1 to register my debit/credit card for Auto Debit?

The RM1 is charged to your card to verify that your debit/credit card is active and that you are the cardholder.

In the case of credit cards, the amount is not charged to your card and won’t be reflected in your statement.

For debit cards, you will see a RM1 deduction from your account that will be reimbursed to you within two weeks.

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 outstanding balance using another method, you can have a look at this list of available payment methods. Once you’ve made payment for your outstanding balance, you can try again to register for Auto Debit on Self Care.

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) certified data centre.

Each payment also goes through a 3D Secure check which adds a layer of authentication for online payments. You will see this as Verified by Visa and MasterCard SecureCode.

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

As long as the card owner has given consent and registration of the card passes the 3D Secure check, you’ll be able to do so.

How do I know if my Auto Debit registration was successful?

Upon successful registration, we’ll send an email to the email address you have registered with us.

When will you start charging my debit/credit card?

When you’ve successfully registered for Auto Debit, payments will be charged to your debit/credit card from the next bill cycle onwards.

When will the Auto Debit deduction take place?

Depending on your bill cycle, the Auto Debit deduction will be made before the due date of your bill.

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 Debit registration, you won’t be able to enjoy the monthly RM2 rebates anymore. You can make payment through any of the other available payment methods.

What happens if an Auto Debit transaction fails? What can I do?

Please check with your issuing bank to determine the issue. In the meantime, we recommend you make payment through the other available payment methods to avoid service interruption.

GST

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When will the re-rating of GST to 0% take effect and how will it affect my bills?

The re-rating of GST to 0% takes effect from 1 June 2018 onwards. This means any charges up to 31 May 2018 will continue to be charged at 6% GST while charges after that date is subject to 0% GST.

If the effective date of the re-rating of GST falls within your billing period, then any charges that are subject to 6% GST will be pro-rated up to 31 May 2018.

I received my bill for the month of June in May and I’ve been charged GST at 6%. Should I make payment and will I get a rebate?

You will still have to make full payment based on the total amount in your bill. Any charges that are subject to 6% GST will be pro-rated up to 31 May 2018. The 6% GST adjustment for charges from 1 June 2018 onwards will be given to you in your next bill. 

My bill should have been delivered by now but I’ve yet to receive it. When will I get my bill?

We apologise for the delay. We are in the midst of updating our systems to cater to the new GST rate and are working to get your bill to you soonest we can.

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 clicking on the router model you are currently using.

Manufacturer	Model
TP-Link	Archer C1200/EC230/EC440
Linksys / Cisco	EA6350
	X3500
	E1200
	E1000
D-Link	DIR-850L
ZTE	ZXHN H298N
Huawei	HG8145V5

Does TIME Fibre Home Broadband come bundled with a voice service?

Yes. By default, you get the TIME Voice Home Basic plan that is a pay-as-you-use plan. You also have the option to upgrade to TIME Voice Home Lite or TIME Voice Home Max.

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
No phone provided.	Free 1 DECT Phone	Free 1 DECT Phone
No entitlement of free minutes.	30 free minutes entitlement monthly: Valid for calls to all fixed and mobile numbers nationwide, as well as IDD calls to 60 countries. Your entitlement will be refreshed on a monthly basis and any unutilised minutes will be forfeited.	300 free minutes entitlement monthly: Valid for calls to all fixed and mobile numbers nationwide, as well as IDD calls to 60 countries. Your entitlement will be refreshed on a monthly basis and any unutilised minutes will be forfeited.
10 sen per minute for all domestic calls (fixed and mobile) and 8 sen per minute for IDD calls to 60 countries.	Upon full utilisation of 30 free minutes: 10 sen per minute for all domestic calls (fixed and mobile) and 8 sen per minute for IDD calls to 60 countries.	Upon full utilisation of 300 free minutes: 10 sen per minute for all domestic calls (fixed and mobile) and 8 sen per minute for IDD calls to 60 countries.
No contract term.	24 months.	24 months.
A 24-month contract term applies when upgrading from a TIME Voice Home Basic plan to either the TIME Voice Home Lite plan or TIME Voice Home Max plan.	No change to contract term if you upgrade to TIME Voice Home Max. Downgrading to TIME Voice Home Basic will incur a one-time penalty amounting to the value of the remainder of your contract term.	Downgrading to TIME Voice Home Lite or TIME Voice Home Basic will incur a one-time penalty amounting to the value of the remainder of your contract term.

Entitlement of free minutes is renewable monthly and cannot be carried forward. Normal call rates apply upon full utilisation of free minutes.

Full list of IDD call rates here.

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 want to make changes to your TIME Voice plan after subscription, just call our Support Ninjas at 1800 18 1818. Do note that calls will be charged at the latest prevailing call rates if you change your TIME Voice plan post-subscription.

Can I subscribe to an additional voice line?

Yes, but you may only subscribe to the TIME Voice Home Basic plan. Subscription is on a pay-as-you-use basis and the line will be accessed exclusively via the TIME Voice app.

A maximum of two (2) voice lines are allowed per account.

I want to subscribe to an additional voice line. Do I purchase my own phone and perform the setup myself?

No, all additional voice lines will be accessed exclusively via the TIME Voice app. Just follow the simple steps below:

Step 1: Download the TIME Voice app on the Apple App Store or Google Play Store.
Step 2: Log in to your Self Care and click “Activate TIME Voice App” to generate a unique QR code.
Step 3: Launch the app and scan the QR code to access your additional voice line.

Now you can make and receive calls on your landline through your mobile phone.

Is there an app for TIME Voice?

Yes, download our TIME Voice App on the App Store or Play Store and carry your land line with you wherever you go on your mobile phone.

• Calls to your land line ring simultaneously on your mobile phone.
• The same call rates apply no matter where you are.
• Accessible on six (6) Android/iOS devices. To access TIME Home Forward on more than six (6) devices, please call our Support Ninjas at 1800 18 1818.

What is the minimum system requirement to download TIME Voice App on my device?

Your device must be operating on Android 2.3.3 or iOS 8.0 or newer.

Can anyone download and use TIME Voice App?

The app is only available for TIME Fibre Home Broadband subscribers who have a TIME Voice line. A unique QR code is required to activate the service.

How do I get started?

Step 1. Download TIME Voice App from the App Store or Play Store.

Step 2. Log in to Self Care and click on ‘Activate TIME Voice App’ under Voice.

Step 3. Launch the app on your mobile and scan the QR code to activate your service.

Are there additional fees to use TIME Voice App?

The app can be downloaded free-of-charge but all calls made via the app are chargeable at the prevailing call rates of your TIME Voice service.

I have more than one device. How do I activate TIME Voice App on these devices?

Each device requires its own unique QR code, which can be generated on Self Care. Once you’re logged in, click on ’Activate TIME Voice App’ under Voice. Click the ’Generate QR Code’ button, then launch the app and scan the new QR code to activate your service. Do note that you’re only able to connect up to six (6) devices to TIME Voice App.

I have changed my phone. How do I log in to TIME Voice App?

You need to retrieve a new QR code on Self Care. Once you’re logged in, click on ’Activate TIME Voice App’ under Voice. Click the ’Generate QR Code’ button, then launch the app and scan the new QR code to activate your service. Do note that you’re only able to connect up to six (6) devices to TIME Voice App.

What should I do if my phone is lost or stolen?

In the unfortunate event of a lost or stolen phone, call our Support Ninjas at 1800 18 1818 to deactivate your account.

Can I change my TIME Voice Home contact number?

Yes, you can. Just complete a Service Modification Form with ‘Change Service Number’ selected. Charges apply and will be reflected in your next bill. We will follow up with a call to confirm your request.

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 until 30 June 2021.

03-88882010	National Operations Management Centre
03-88810200	Crises Preparedness and Response Centre
03-88810600	Crises Preparedness and Response Centre
03-88810700	Crises Preparedness and Response Centre
03-51237366	Jabatan Kesihatan Negeri Selangor
03-51237367	Jabatan Kesihatan Negeri Selangor
03-26983757	Jabatan Kesihatan WP KL/Putrajaya
03-22687301	Jabatan Kesihatan WP KL/Putrajaya
04-2629902	Jabatan Kesihatan Negeri Pulau Pinang
07-2382217	Jabatan Kesihatan Negeri Johor
06-2345999	Jabatan Kesihatan Negeri Melaka
06-2883019	Jabatan Kesihatan Negeri Melaka
06-7664940	Jabatan Kesihatan Negeri Sembilan

Are there free calls to Befrienders and Talian Kasih helplines?

Yes. Calls to these numbers are free of charge.

Befrienders

Office	Contact	Office Hours
Kuala Lumpur	03-7956 8144 / 7956 8145	24 hours
Penang	04-281 5161 / 281 1108	Daily: 1500-0000
Johor Bahru	07-331 2300	Daily: 1300-0000
Ipoh	05-547 7933 / 547 7955	Mon–Sat:1600-0000
Muar	06-952 0313 / 954 0313	Daily: 2000-2300
Seremban	06-632 1772/ 632 1773	Daily: 1900-2200
Kuching	082-242 800	Daily: 1830-1930
Kota Kinabalu	088-255 788/ 259 788	Daily: 1900-2200
Melaka	06-284 2500	Daily: 1900-0000

Talian Kasih

Contact	Availability
15999	24 hours

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 under the warranty, and any requests for replacements are chargeable. 

Is there a warranty period for the equipment provided by TIME?

Equipment	Warranty Period
TP-Link EC230 D-Link DIR-882 TP-Link Archer C1200 Linksys EA6350 D-Link DIR-850L	2 years
All OmniMesh devices	2 years
DECT Phone	1 year manufacturer's warranty
Optical Network Unit (ONU)	Lifetime
Other Router Models	2 years

WiFi Router Upgrade For 100Mbps & 500Mbps (New Registrations)

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TIME Devices

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What type of WiFi router do you provide?

We provide mesh-enabled routers with all our plans: the Essential router (Huawei HG8145V5) for 100Mbps and 500Mbps subscriptions and the Enhanced router (TP-Link EC440) for 1Gbps subscriptions. Both router models are part of our OmniMesh device range designed to blanket your home in WiFi so you can say goodbye to dead zones and hello to whole home coverage.

Click here to find out more about OmniMesh.

What is TIME Devices all about?

TIME Devices gives you the option to buy into the OmniMesh range or upgrade your routers depending on your needs.

Pair your OmniMesh routers with their corresponding mesh nodes for the ultimate whole home WiFi experience or upgrade your router to ones designed for gaming or speed. We have carefully selected and tested these devices to ensure that they work well with our network.

What is OmniMesh, and how does it extend my home coverage?

OmniMesh is our range of mesh routers and nodes that when paired, delivers consistent speeds across your home. Place a node in a WiFi dead zone and the node will capture and broadcast the wireless signal and speed of your router to hard-to-reach corners of your home. Our OmniMesh devices are also equipped with the latest Smart WiFi technology to connect you to the fastest and strongest signal automatically for a seamless experience.

Find out more about OmniMesh by visiting www.time.com.my/omnimesh.

How do I get OmniMesh?

You can get the OmniMesh routers with every subscription of TIME Fibre Home Broadband while the OmniMesh device range, that includes the Starter, Booster and Super packs, can be purchased during the signup process or in the Self Care shop.

How many mesh nodes can OmniMesh support?

OmniMesh offers a minimum of one (1) node and a maximum of three (3) nodes for whole home coverage.

Can I upgrade my router to the Enhanced router (TP-Link EC440)?

Yes, the Enhanced router (TP-Link EC440) is available for purchase in the Self Care shop. However, do note that the mesh nodes are not compatible across different brands. The Essential router must pair with the Essential mesh nodes while the Enhanced router must pair with the Enhanced mesh nodes. You will need to purchase the corresponding mesh node if you wish to extend coverage.

Where do I get the Essential router that is compatible with the Essential mesh nodes sold in Self Care? Do I have to buy it on my own outside?

The Essential router is only offered with new subscriptions of the TIME Fibre Home Broadband 100Mbps and 500Mbps plans and is not for sale.

If you would like to buy into the OmniMesh Essential range but have no corresponding router, you may purchase the Booster pack as the node doubles as a router e.g. one node will act as a router and the other will be used to extend WiFi coverage.

Are the Essential and Enhanced mesh devices compatible with each other?

No, the Essential and Enhanced mesh devices are not compatible with each other e.g. the Essential mesh node cannot be paired with the Enhanced router.

The Essential router must pair with the Essential mesh nodes; the Enhanced router must pair with the Enhanced mesh nodes.

Please see the table below to check for device compatibility:

Devices	Essential mesh node* (Huawei WA8021V5)	Enhanced mesh node (TP-Link HC420)
Essential router (Huawei HG8145V5)	✓	✘
Essential mesh node* (Huawei WA8021V5)	✓	✘
Enhanced router (TP-Link EC440)	✘	✓
TP-Link EC230	✘	✘
D-Link 882	✘	✘
Other models	✘	✘

*If you do not have a device that is compatible with the Essential mesh node, the mesh node will act as a router.

Will my entire house be able to get WiFi?

Whole home WiFi coverage will depend on the size of your house and the number of mesh nodes you have. The more mesh nodes, the wider the coverage.

Actual coverage may also vary as a result of:

• environmental factors including building materials, physical objects, and obstacles
• network conditions including local interference, volume and density of traffic, product location, network complexity, and network overhead
• client limitations including rated performance, location and connection quality

I’m currently using your Asus router. Which device can I purchase to extend coverage?

You may refer to the official Asus website to check on mesh devices compatible with your router.

If you have been with us for more than 12 months, you can opt to renew your contract for 24 months via Self Care and receive our new mesh devices FREE.

Why am I being told to purchase additional mesh devices when I want to relocate?

We have found that the building you are relocating to has a design that will impact your quality of services. To ensure the best high-speed broadband experience, we strongly advise purchasing another device to bypass the design limitation. Installation is free if you purchase the device with the relocation service.

I have been subscribed for less than 12 months. Can I still purchase the OmniMesh device range?

Yes, you can log in to Self Care to purchase the OmniMesh devices under the “Shop” tab.

To extend coverage, we recommend purchasing the:

• OmniMesh Essential Booster pack for 100Mbps and 500Mbps subscribers. (One mesh node to act as a router and the other to extend coverage.)
• OmniMesh Enhanced Starter pack with the TP-Link EC440 router add-on for 1Gbps subscribers.

Can I still purchase the Gaming and Speed routers?

Yes, the Speed and Gaming routers are still available in the Self Care shop.

How do I make payment for TIME devices?

You can pay for TIME devices purchased during the signup process using your credit/debit card or through the Self Care shop using online banking, credit/debit card or e-wallet.

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.

How do I install the devices?

Our Tech Ninjas will install the devices for you.

Is installation free?

For new subscribers or existing subscribers who have upgraded and/or renewed their contract and received free devices as part of their plan or a promotion, installation will be carried out by our Tech Ninjas free of charge.

For devices purchased from the Self Care shop, an RM80 installation free will be charged. This fee will be reflected in your next bill.

What is the warranty for TIME Devices?

All devices carry a 2-year warranty.

I have purchased the ASUS AX11000 router, but I’m not seeing any difference in my WiFi speed. Why is this happening?

AX is a new WiFi technology that enhances your WiFi speed. However, currently only specific devices support AX technology. You may not get the expected speed if your devices are not AX-capable.

What happens to my devices if I terminate my service before my contract term or if my contract expires?

You may keep the devices you purchased regardless of early termination or contract expiration.

We will collect the complimentary routers in the event that you terminate your service within 3 months of activation.

Powerline WiFi Extender

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WiFi Booster

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Who is entitled for upgrades to the new TIME Fibre Home Broadband plans?

Everyone who has an active service as of 22 March 2016 has been automatically upgraded to speeds of up to ten times faster than before. There are no changes to your subscription fees and contract term for as long as you hold on to the plan you’ve got.

I signed up before 23 March 2016 but my service hasn’t been activated. Am I entitled to the speed upgrade?

Yes! We will automatically configure the speed you are entitled to when we install and activate your service on your installation date.

What speed upgrade am I entitled to?

Your previous plan	Your new plan
Up to 14Mbps	100Mbps (Unlimited)
15Mbps to 20Mbps	300Mbps (Unlimited)
100Mbps (100GB quota)
30Mbps to 50Mbps	500Mbps (Unlimited)

How do you decide which speed to upgrade me to?

We have moved you up to the plan that has a retail price that is the closest match to your current subscription fee. 

Is there any change to my contract period with this upgrade?

No, your contract period and value-added services (if any) remain unchanged. 

I was previously on TIME Fibre 100Mbps Home Broadband with a 100GB quota. Is this still applicable?

You’ve been upgraded to our 300Mbps plan with absolutely no quota restriction!

What happens to my Boost feature?

We’ve given you outrageous broadband speeds at no quota so you don’t even need Boost anymore!

How do I know if my speed has been upgraded?

Login to the TIME Self Care Portal to view your updated profile or perform a speed test here.

I’ve checked but it doesn’t look like my speed has been upgraded. What do I do?

Please try restarting your router and performing a speed test here. It's always best to perform a speed test by connecting your desktop or laptop computer to your router using a LAN cable, as you may not be able to achieve full speeds over WiFi. Click here to learn how you can have the best experience over WiFi.

What router should I use to have the best experience over WiFi?

We’ve done the research for you and recommend a D-Link DIR-850L or Linksys EA6350 router. Both comply with the latest 802.11ac WiFi standard, are dual-band capable and can deliver higher speeds over WiFi. Click here to learn how you can have the best experience over WiFi.

Do you provide me with a new router?

We offer you the option to purchase one of the routers above via the ‘Account’ tab in the TIME Self Care Portal.

Can I upgrade or downgrade my plan if I want something else?

Of course! You can modify your plan in the Account Info section in Self Care.

An upgrade/downgrade is determined by the change in your subscription fee.

Can I upgrade or downgrade my plan again after doing so once?

Yes you can. The table below illustrates what happens if you do.

Plan Modification	Within contract term		After contract expiry
	Upgrade	Downgrade	Upgrade	Downgrade
Contract reset	24 months
Penalty	N/A	One month subscription fee of previous plan	N/A	N/A