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Promotion

Free Mesh WiFi

What do I get with this promotion?

As a new subscriber of the TIME Fibre Business Pro 100Mbps and 300Mbps plan, you are entitled to one (1) free OmniMesh WiFi 5 mesh node. This promo is only available for TIME Fibre Business Pro 100Mbps and 300Mbps plans with 24-month contract signups.

How long will this promotion last?

This promo is valid from 29th April 2022 to 30th June 2022.

How do I sign up for this promotion?

You can sign up through our authorised dealers.

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

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

Can I change my plan after claiming this promotion?

You may upgrade your plan at any time but you are not allowed to downgrade your plan within the first 6 months of claiming this promotion. An option to downgrade will be made available from the 7th month onwards.

Can I terminate my plan after claiming this promotion?

If you terminate your subscription within the first 6 months of your contract tenure, you will incur a device penalty equivalent to the value of the mesh node received as part of this promo, on top of an early termination penalty of balance remaining contractual months.

If you cancel your subscription after the 6-month mark but are still within your contract term, you will incur the early termination penalty of balance on the remaining contractual months.

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

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

How do I get the free device once I have subscribed to the service?

The mesh devices will be installed by TIME free of charge upon service activation.

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 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 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 account?

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

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50Mbps - RM20 x 24 months discount

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100Mbps – RM50 x 24 months discount

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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.

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Subscription

How do I subscribe to TIME Fibre Business?

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?

You get one (1) voice lines with free calls of up to 300 mins/month.

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

Yes, as long as it fits your needs. Do note that you are not allowed to downgrade your plan within the first 6 months of your contract tenure.
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.

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.

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

Rules FTTO
Upgrade Within Contract Term / After Contract Expiry Upgrade with free router 24 months contract reset
No Penalty
Upgrade without free router No contract reset
No Penalty
Downgrade*
(No downgrade is allowed within the first 6 months of contract tenure)
Within Contract Term Downgrade with free router 24 months contract reset
No Penalty
Downgrade without free router 24 months contract reset
No Penalty
After Contract Expiry Downgrade with free router 24 months contract reset
No Penalty
Downgrade without free router 24 months contract reset
No Penalty

Note: No downgrade is allowed within the first 6 months of your contract tenure.

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 balance charges for the remaining contractual months 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.

Installation

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:

Details

Price (RM)

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

100

On-site support and troubleshooting

100

 

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 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.

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

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

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.

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.

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.

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Voice

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

Yes, you can. 

What type of calls can i make with my free minutes?

Any type of calls to all fixed and mobile numbers nationwide. Normal call rates apply upon full utilisation of free minutes.

What is the validity period of my free minutes?

It is valid for 24 months from your service activation date. Your entitlement will be refreshed on a monthly basis and any unutilised minutes will be forfeited.

Voice

General

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Voice Plan

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Warranty

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

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.

Warranty

Warranty

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Support

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OmniMesh

What is OmniMesh?

OmniMesh is our range of mesh routers and nodes that when paired, deliver consistent speeds across your business premises. Find out more by visiting www.time.com.my/business-omnimesh.

How does OmniMesh extend my WiFi coverage?

When you place a mesh node in a WiFi dead zone, the node will capture and broadcast the wireless signal and speed of your router to hard-to-reach corners of your workspace. By placing mesh nodes in strategic spots throughout your premises, you can create a seamless, stable WiFi network that keeps your business connected.

How do I get OmniMesh?

You will receive complimentary OmniMesh routers with a new subscription of the selected TIME Fibre Business package, and will have the option to add on more devices during the signup process.

If you’re an existing TIME Fibre Business subscriber, you may purchase OmniMesh devices from the Self Care shop or upgrade your plan to redeem free devices.

What type of router does TIME provide?

We provide WiFi 5 routers and mesh-enabled routers that feature both WiFi 5 and WiFi 6 technologies.

Based on your building type and installation requirements, new subscribers may receive:

  • WiFi 5 router; or 
  • OmniMesh WiFi 5 devices (Huawei WA8021V5); or
  • OmniMesh WiFi 6 router (Huawei HG8145X6) 
What does a “mesh-enabled router” mean?

A mesh-enabled router means the device is equipped with mesh capabilities. A traditional mesh WiFi setup typically requires a mesh node to be placed next to the router to act as a gateway. Since our routers are mesh-ready, we eliminate the need for an extra device. All you have to do is place mesh nodes where your WiFi signals are weaker and you’re ready to enjoy strong and seamless WiFi around your business premises.

What is WiFi 5 and WiFi 6 and what’s the difference?

WiFi 5 is a WiFi standard which effectively introduced the 5Ghz frequency band to WiFi networks. It’s the technology most commonly used in modern routers and is compatible with almost all devices.

WiFi 6 is the next generation in WiFi technology, delivering faster speeds and better performance overall. It is capable of serving more devices more efficiently. Devices connected to this latest standard have to be WiFi 6-enabled to benefit from the improved technology.

Can I upgrade my WiFi 5 router to the WiFi 6 router?

Yes, you can. If you’re already a TIME subscriber, simply log in to Self Care to purchase the device.

Are the mesh nodes compatible with each other?

Generally, OmniMesh devices pair with other OmniMesh devices from the same brand e.g. Huawei router with a Huawei mesh node.

Please refer to the table below to check for device compatibility:

Devices OmniMesh WiFi 5 mesh node (Huawei WA8021V5) OmniMesh WiFi 5 mesh node (TP-Link HC420) OmniMesh WiFi 6 router/mesh node (Huawei HG8145X6)
OmniMesh WiFi 5 router (Huawei HG8145V5)
OmniMesh WiFi 5 mesh node (Huawei WA8021V5)
OmniMesh WiFi 6 mesh node/router (Huawei HG8145X6)
OmniMesh WiFi 5 mesh node (TP-Link EC440)
TP-Link EC230
D-Link 882
Other models
What are the LAN ports and how many LAN ports does my device have?

Also known as ethernet ports, LAN ports allow your device(s) to connect to the network via a wired connection which typically yields higher speeds.

Refer to the table below for the number of LAN ports our OmniMesh devices have:

OmniMesh WiFi 6 Device model Device type No. of LAN ports
Huawei HG8145X6 Mesh node/router
OmniMesh WiFi 5 Huawei HG8145V5 Router
Huawei WA8021V51 Mesh node/router
TP-Link EC440 Router
TP-Link HC4202 Mesh node
  1. If your device functions as a router, 1 port will be used to connect to the ONU. If your device functions as a mesh node, 1 port can be used to connect to Huawei HG8145X6/HG8145V5/WA8021V5 device if needed.
  2. 1 port can be used to connect to the TP-Link EC440 router if needed.
How do I make payment for OmniMesh WiFi devices?

You can pay for OmniMesh WiFi 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 or TIME authorised installers will do it 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 promotion, any installation carried out by our Tech Ninjas is free of charge.

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

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 if you terminate your service within 3 months of activation.

How do I change my WiFi 6 (HG8145X6) device from working as a Optical Network Terminal (ONT) to a router/mesh node?

By default, the WiFi 6 (Huawei HG8145X6) device works as a wireless Optical Network Terminal (ONT) or a 2-in-1 device which combines router and Optical Network Unit (ONU) capabilities. That means that you just need 1 device to connect to the Internet, rather than the 2 (router and ONU) typically needed.

Another feature of the WiFi 6 device is that it can function as a router or a mesh node.

So, if you already have an existing ONU or encounter building limitations that require you to use one, you can switch your WiFi 6 device to router mode. Similarly, if you wish to use your WiFi 6 device as a mesh node to extend coverage, you can follow the same steps.

  1. Power on the device and wait until it is fully booted up. The power button light and WLAN indicator will be stable.
  2. Press the WPS button until all the LED indicators on the top of the device light up and then release the button.
  3. This action reboots the device.
  4. Once it has successfully booted up again, it will be in router/mesh node mode. The WPS LED indicator will be continuously lit up in this mode.

To return the device to its ONT mode, simply follow the same steps. In ONT mode, the WPS LED indicator will not be lit up.

I’m currently using a 3rd party router. Which device can I purchase to extend coverage?

You may refer to the official website of the device you have purchased to check on compatible mesh devices with your router.

What is an Optical Network Unit (ONU)?

The Optical Network Unit (ONU) connects to the fibre termination point via an optical fibre cable. It then connects to your router through an ethernet cable. The ONU is also called the modem.

What is a wireless Optical Network Terminal (ONT)?

The wireless Optical Network Terminal (ONT) is a 2-in-1 device combining ONU and router capabilities in a single box. Our OmniMesh WiFi 5 and WiFi 6 routers are ONTs, which means that you can connect to the Internet with just one device - no ONU needed.

The type of router you receive is based on your building type and installation requirements.

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.

Archive

Hardware

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