Need Some help?

How do I subscribe to TIME Fibre Business Internet?

i.  Via a TIME authorised dealer; or

ii. Online via this link.

What documents are required for subscription?

You are required to submit or upload a copy of:

1. Your MyKad (or passport if you are not Malaysian).
2. Form 9 (local company);
3. Form 79, Form 80, Form 80a, Form 83 or Form 83a (foreign-registered company) or;
4. Certificate of Practice issued by the relevant authority (NGO/Association/Cooperative) and;
5. If you wish to opt for the Auto Debit payment method, you are also required to submit or upload a copy of the front of your credit card for verification purposes.

What fees do I need to pay if I decide to subscribe?

You may be required to pay the following one-time service fees, which will be included in your first bill:

1. Stamp Duty - RM10 (mandatory).
2. One-Month Advance Subscription Fee - subject to your subscribed plan.
3. Special Building Requirement Fee - subject to your Building Management.
4. Printed Bill – RM5 (optional).
5. Deposit (foreign-registered company) – RM1,000 (refundable).

For online subscription where the Auto Debit payment method is not selected, you are required to make this payment upon checkout.

What other services do I get when I subscribe to TIME Fibre Business Internet?

You get two (2) voice lines with free calls worth RM500.

Can I change my plan at any time during my contract term?

Yes, as long as it fits your needs. The table below illustrates the effect(s) of a plan modification, based on whether or not you opt for a new router to support the new speed you subscribe to.

 

New Router	Within contract term	After contract expiry
Yes	24-months contract reset
No	No contract extension

*An administrative fee equivalent to 1 month’s subscription fee of your previous plan will apply if your new plan carries a lower monthly subscription fee

Do I get to retain my existing Value Added Services (VAS) if I modify my plan?

Yes. All your existing VAS subscriptions will remain.

Can I cancel my subscription during my contract term?

Yes you can, however, a penalty of RM500 will be imposed for any termination during your contract term.

How long does it take for TIME to cancel my subscription?

You must provide TIME with one month’s notice of any intention to cancel your subscription by contacting our Customer Helpline at 1800 18 1818 or via email at cs@time.com.my.

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

Installation and testing are expected to take at least 7 days (depending on your availability and building access approval). The installation process involves a site survey, ducting, piping, electrical work and equipment configuration.

Do I need to pay for installation?

We provide basic cabling services of up to 20 metres from point-of-entry ie. main door (6 metres from the socket for buildings with pre-laid fibre) to the location you have designated for your equipment (e.g. router).Should relocation be required in the future, charges will apply based on the cabling material and manpower required. 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.

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. 

Do I need to purchase any equipment?

We will supply the necessary equipment, which includes an optical network unit (ONU), a router and two cordless phones. Should you purchase and/or use your own equipment, we will not be able to assist with the maintenance and support for such equipment.

Can I request TIME to configure my own router?

Yes, you may. Please refer to the table below for charges:

Details	Price (RM)
Ad-hoc configuration of customer equipment (routers, modems, etc)	100
On-site support and troubleshooting	100

 

How do I register for Self Care access?

To register, click here.

Step 1: Enter your Account Number.

Step 2: Enter your MyKad / Passport / Business Registration Number (this will be your Username).

Step 3: Enter your preferred password.

Step 4: Read and accept the Terms & Conditions.

Step 5: Click ‘Register’ to complete the process. Upon successful registration, you will be redirected to your Dashboard page.

Can I change my Username?

Your Username is your MyKad / Passport / Business Registration Number by default, and this cannot be changed.

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.

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 us. Please contact our Customer Helpline at 1800 18 1818 or email us at cs@time.com.my for further assistance.

I forgot my password. What should I do?

In Self Care, click the ‘Reset Now’ link. You will need to enter your Account Number and Username to receive a temporary password via email.

Can I change my password?

Yes. Log in to Self Care and navigate to My Profile > Self Care Password.

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?

You have the option of selecting either a printed bill or a soft copy version, and this can be indicated in your application form. A service charge of RM5 per month is applicable for printed bills, and this will be included in your subscription fee.

What charges will appear on my TIME bills?

Your monthly bill will include your broadband subscription fee, voice service usage charges and your VAS subscription fees, if any.

How do I pay my bill?

Please click here for all available payment methods.

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.

What types of calls can I make with my RM500 entitlement?

Any type of call to any destination. Your utilisation will be based on the prevailing call rates. 

What is the validity period of my RM500 entitlement?

It is valid for 12 months from your service activation date, after which, any unutilised balance will be forfeited.

How do I keep track of my utilisation?

You can do so on Self Care.

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

Yes, you can. 

General

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Voice Plan

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What’s the warranty period for the equipment provided by TIME?

Please refer to the table below for the equipment provided and their corresponding warranty period:

Equipment	Warranty Period
Optical Network Unit (ONU)	Lifetime warranty
Router	3 years warranty

Will I be liable for any charges if any of the equipment provided by TIME becomes faulty, damaged or lost during the contract period?

All equipment provided by TIME will be covered by a limited warranty during the contract period. Any loss or damage due to negligence or abuse is not covered under the warranty, and any requests for replacements are chargeable.

Warranty

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Support

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