Need Some help?

What, why, or how? Stuff we get asked a lot.

IMPORTANT NOTICE:Please note that the Privacy Policy was updated recently. To read the updated Privacy Policy, please click here.

No results found.
  • Promotion
  • Subscription
  • Installation
  • Self Care
  • Billing & Payment
  • Voice
  • Warranty
  • Hardware
  • Anti-Spam Policy


Hook Up & Earn Programme

Who is eligible for this programme?

All TIME Fibre Business Internet subscribers who have stayed with us for six months will be eligible for this programme.

What is the duration of this programme?

This programme is valid from 23 March 2020 until 31 December 2024, so start referring your family, friends and associates to TIME Fibre Business Internet plans while it lasts!

How do I refer a friend?

You would have received an email from us with your unique referral link. Share this with your social circle and ensure that they sign up to TIME Fibre Business Internet via the link for you to enjoy the RM100 bill discount.

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 Fibre Business Internet. 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.

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.

First Month On Us!

What is this promo about?

As a new customer who subscribes to TIME Fibre Business Internet, you get to enjoy the first month’s broadband subscription for free.

What is the duration of this promo?

This promo is valid from 6 January 2020 to 29 February 2020.

Who’s eligible to subscribe for this promo

This promo is available for new subscribers of TIME Fibre Business Internet.

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

Once your service has been activated, your first full month’s broadband subscription fee will be waived. However, other charges such as voice calls, deposits, add-ons, etc. (if any) still apply.

How do I subscribe to this promo?

You may subscribe via TIME-authorised dealers or visit to subscribe online.

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

You are eligible for only one (1) promo at any time. Once submitted, you may not change or select other promos.

Better Broadband, Better Devices Promo (Up to RM50 off per device purchased)

What is this promo about and who is eligible for this promo?

New subscribers of TIME Fibre Business Internet via our online channel during the promo period will enjoy RM50 off devices upgrade when you subscribe online.

How will I know if I get the promo?

The discounted price for devices will be shown under the discount section on the confirmation page when you sign up online and reflected on your first bill.

What happens to my device if I terminate my broadband service before the contract ends?

A penalty of RM500 will be incurred if you choose to terminate your broadband service within the contract term. If you choose to upgrade your router to D-Link DSR1000AC or Linksys Velop, you are allowed to keep the device(s).

TIME BizCloud

What is TIME BizCloud?

TIME BizCloud is a Cloud-based storage system for a quicker, easier and secure access to your files.

How do I subscribe TIME BizCloud?

TIME BizCloud is a complimentary cloud storage service offered exclusively for our new TIME Fibre Business Internet subscribers.

How do I activate my TIME BizCloud account?
  1. Create your account on TIME Self Care
  2. Get your activation code from the TIME BizCloud panel
  3. Activate your account using the code and choose a package based on your needs
Can I allow multiple users sharing?

You can choose the user package upon registration
- 5 users with 20GB each
- 10 user with 10GB each

What will happen if my TIME Fibre Business Internet line is suspended?

You will still be able to log in to your TIME BizCloud account, as we know your files are essential to your business. However, we advise that you settle your outstanding payment to avoid any service disruption.

What happens if I terminate my TIME Fibre Business Internet account?

Your TIME BizCloud storage will be terminated upon the termination of your TIME Fibre Business Internet account.

Can I subscribe to additional storage space on TIME BizCloud?

There is currently no option to upgrade storage space. However, we are continually working to serve you better

What happens if my file is missing?

We will help you in services provisioning, password reset and platform-related support. However we are not able to help if your file is missing, accidentally deleted or corrupted, it is not a part of our jurisdiction.

20Mbps @ RM188

No results found.

50Mbps - RM20 x 24 months discount

No results found.

100Mbps – RM50 x 24 months discount

No results found.

GST On Us Rebate

What is this rebate about?

We are going to rebate the Goods and Services Tax (GST) charged for TIME Fibre Home Broadband and TIME Fibre Business Internet for new registrations in your June bill.

Are you implementing 0 rated GST earlier than the mandated date of 1 June 2018 by the Government?

No, we are not. GST is still chargeable for your subscription until 31 May 2018 but we figured you’d enjoy the additional pocket money!

Who is eligible for this rebate?

New registrations to either TIME Fibre Home Broadband or TIME Fibre Business Internet during the rebate period.

When is this rebate available?

The rebate applies to all new TIME Fibre Home Broadband and TIME Fibre Business Internet registrations from 16 May 2018 to 31 May 2018 and activated before 31 May 2018.

What charges do this rebate apply to?

GST will be offset for the following charges:
•    Monthly recurring charges
•    Voice usage
•    One-time charge (OTC)
•    Purchase of additional equipment
•    Other charges

How will I get the rebate?

In your May statement, you will see all charges inclusive of the standard 6% GST. You will still need to pay the full amount inclusive of GST. We will rebate the GST amount in your June bill so it is as good as us paying it for you!

What about upfront payments? Do I still need to pay GST for that?

Please note that the deposit required of non-Malaysians is not subject to GST, therefore no rebate will be given for this item.

What happens on 1 June 2018?

As announced by the Government, the GST rate will be reduced from 6% to 0% (“zero-rating”) for all of our services.


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. One-Month Advance Subscription Fee - subject to your subscribed plan.
  2. Special Building Requirement Fee - subject to your Building Management.
  3. Printed Bill – RM5 (optional).
  4. 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


24-months contract reset


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


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. 

Can I request TIME to configure my own router?

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


Price (RM)

Ad-hoc configuration of customer equipment (routers, modems, etc)


On-site support and troubleshooting



Self Care

Self Care

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 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.

Billing & Payment

Service Tax

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 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.

Discontinuation of Deposit Discount

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:

Billing & Payment Related

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.


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.

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

Yes, you can. 



No results found.

Voice Plan

No results found.


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:


Warranty Period

Optical Network Unit (ONU)

Lifetime warranty


2 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.



No results found.


No results found.


TIME Devices

What is TIME Devices all about?

TIME Devices is an online-only option to purchase routers and WiFi Mesh nodes depending on your needs.

New subscribers may opt to replace and upgrade the standard router with the TIME Devices router of your choice when you sign up for a new broadband plan online. Existing subscribers may purchase these devices in our Self Care shop.

We have carefully selected and tested these devices to ensure that they work well with our network.

How do I make payment for TIME devices?

Payment can be made via Boost or credit card before completing your subscription during the online signup process. The same options are available for existing subscribers purchasing the devices via the Self Care shop.

How do I install the devices?

For new subscriptions, our Tech Ninjas will bring along the device(s) you purchase during the installation day of your TIME Fibre Business Internet service. If you are an existing customer, you may opt to have our Tech Ninja install it for you or choose to do it yourself.

I’m an existing subscriber. How do I purchase these devices?

You may purchase these devices via the Self Care shop.

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

WiFi Mesh is a technology that extends your wireless coverage seamlessly throughout your office. You can easily add on more Mesh nodes to extend your coverage. Find out more about our Mesh on TIME Devices.

Is there a maximum number of WiFi Mesh nodes I can purchase?

You may purchase a maximum of two (2) WiFi Mesh nodes during the online signup process. In the Self Care shop, you may purchase up to six (6) Mesh nodes at a given time. If you need more than that, you will have to put in a separate order.

What happens to my router once my contract expires?

TIME Devices are offered as a purchased option, so you may keep your router once your contract expires.

Anti-Spam Policy

Is TCP access to the Internet on Port 25 (SMTP) allowed?

Access to the Internet on Port 25 (SMTP) is not allowed to safeguard against any involvement in spamming activities including sending unsolicited e-mails, receiving responses by any means from unsolicited bulk/commercial e-mails sent via service providers. For further information, kindly refer to here.

Site Search Keywords: 
FAQs, Starter Kit, Promotion, Coverage, Subscription, Installation, WiFi, Billing & Payment, Parental Control, Voice, Warranty, Performance, Hardware