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.
For more details about what your router lights indicate, click 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 subsided price. You can head to Self Care to complete your request for either option.
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.
| Manufacturer | Model |
|---|---|
| TP-Link | Archer C1200 EC230 EC440 |
| Linksys | EA6350 |
| D-Link | DIR-850L |
| Huawei | HG8145V5, WA8021V5 |
If you can’t find your device model in the table above, get in touch with us via Live Chat for further assistance.
| Manufacturer | Model |
|---|---|
| TP-Link | Archer C1200 |
| D-Link | DIR-850L |
| Huawei | WA8021V5 |
If you can’t find your device model in the table above, get in touch with us via Live Chat for further assistance.
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 |
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.
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.
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!
Keep up with the progress of your application here.
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.
| 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.
As a new subscriber of the TIME Fibre Home Broadband 1Gbps 24-month contract plan, you get to enjoy a monthly RM50 discount over a 6-month period and receive a free OmniMesh Enhanced Starter pack, which includes one (1) Enhanced mesh node.
This promotion is valid from 1 – 30 November 2021.
Only new subscribers of the TIME Fibre Home Broadband 1Gbps plan on a 24-month contract are eligible. Those subscribing to the No Lock-In Contract plans are not eligible for this promotion.
No, you are eligible for only 1 promotion at any time. Once submitted, you will not be able to change or select other promotions.
Yes, you can, but any downgrade will result in the forfeiture of the monthly discount.
Please note that 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.
If you terminate your subscription within the first 6 months of your contract tenure, you will forfeit the monthly RM50 discount and incur a device penalty equivalent to the value of the free mesh WiFi on top of an early termination penalty of RM500. The device penalty does not apply to the router.
If you terminate your plan within your 24-month contract tenure, you will forfeit the RM50 monthly discount and be subject to a RM500 early termination penalty.
You may sign up online via TIME’s website or through authorised dealers.
Yes, you will still be entitled to the promotion as long as you sign up within the promotion period.
However, if the installation has not taken place within 2 months of your subscription date, your application will be automatically withdrawn and you will no longer be entitled to the promotion.
Once your service has been activated, the monthly RM50 discount will be deducted from your broadband subscription fee over the course of 6 months. The entitled discount will be reflected in your monthly bills.
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.
The free OmniMesh device will be installed by TIME free of charge upon service activation.
As a new subscriber of the TIME Fibre Home Broadband 500Mbps 24-month contract plan, you get to enjoy a monthly RM10 discount over a 24-month period and a free OmniMesh Essential Starter pack, which includes one (1) Essential mesh node, when you sign up online via TIME’s website.
This promotion is valid from 1 – 30 November 2021.
Only new subscribers of the TIME Fibre Home Broadband 500Mbps plan on a 24-month contract are eligible. Those subscribing to the No Lock-In Contract plans are not eligible for this promotion.
No, you are eligible for only 1 promotion at any time. Once submitted, you will not be able to change or select other promotions.
Yes, you can. You will still enjoy the RM10 monthly discount if you opt for an upgrade but any downgrade will result in the forfeiture of the monthly discount.
Please note that 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.
If you terminate your subscription within the first 6 months of your contract tenure, you will forfeit the monthly RM10 discount and incur a device penalty equivalent to the value of the free mesh WiFi on top of an early termination penalty of RM500. The device penalty does not apply to the router.
If you terminate your plan within your 24-month contract tenure, you will forfeit the RM10 monthly discount and be subject to be subject to a RM500 early termination penalty.
You may sign up online via TIME’s website.
Yes, you will still be entitled to the promotion as long as you sign up within the promotion period.
However, if the installation has not taken place within 2 months of your subscription date, your application will be automatically withdrawn and you will no longer be entitled to the promotion.
Once your service has been activated, the monthly RM10 discount will be deducted from your broadband subscription fee over the course of 24 months. The entitled discount will be reflected in your monthly bills.
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.
The free OmniMesh device will be installed by TIME free of charge upon service activation.
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.
This promo is valid from 1 March 2021 to 31 March 2021.
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.
No, you are eligible for only 1 promotion at any time. Once submitted, you will not be able to change or select other promotions.
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.
Visit https://www.time.com.my/personal/broadband/fibre-broadband to sign up online or subscribe via TIME’s authorised dealers.
Yes, you will still be entitled to the promotion as long as you subscribe to our plans within the promotion period.
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.
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.
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.
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.
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.
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.
Unfortunately, your service has to be activated on or before 15 May 2021 in order to be eligible for this giveaway.
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.
You can find your SO number in your confirmation of signup email titled "Thank You for Hooking Up with Us.", as shown below:
Winners will be selected by a panel of judges from TIME dotCom based on the most creative posts. Their decisions are final.
There are a total of 44 premium laptops to be won - 22 units for 1Gbps subscribers and 22 units for 500Mbps subscribers.
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.
The prize will be delivered to you after 31 May 2021.
The laptops have a 1-year warranty provided by the products' manufacturers.
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!
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.
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.
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.
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.
You will not be subjected to contract renewal when you take up this promo.
You may opt to get a free router when you upgrade your plan, subject to 24-month contract renewal.
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.
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.
Eligible subscribers may reach us via these channels:
No, this plan is not applicable to Astro IPTV subscribers.
For existing customers who wish to subscribe to this service, please submit your request via SelfCare.
Log in to SelfCare -> Manage Plan -> Other Modification -> Convert to a PWD/OKU Plan
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.
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.
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.
You will see the amount deducted in your bill under the discount section.
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.
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!
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.
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.
You are eligible to claim the reward, provided that you have not claimed any reward yet this year.
The reward claimed is non-transferable. You are required to present your reward voucher at participating merchant’s outlet for redemption and validation.
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 the first bill for online subscriptions at www.time.com.my.
The promo is valid from 1 February 2017 until further notice, so sign up while it lasts!
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.
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.
As a new subscriber of the TIME Fibre Home Broadband 1Gbps plan, you will receive "Free Mesh WiFi", which includes an Enhanced Starter pack that comes with one (1) Enhanced mesh node. This promo is only available for TIME Fibre Home Broadband 24-month contract signups.
As an existing subscriber, you can get an:
This promo is valid from 8 December 2020 to 28 February 2021.
You will only be eligible for the Free Mesh WiFi and the RM100 off your first bill promotion that is currently running on our website when you sign up for the 1Gbps plan online. The Free Mesh WiFi is an additional promotion that we’re offering in conjunction with the launch of our OmniMesh device range and it is only valid from 8 December 2020 until 7 January 2021, while stocks last.
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. The downgrade option will be made available from the 7th month onwards.
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 RM500.
For existing subscribers who have renewed and/or upgraded their subscriptions for 24 months and received the Essential Booster pack, the device penalty will only cover one mesh unit. The mesh node that acts as a router is not included as it is provided complimentary with every renewal and/or upgrade.
For existing subscribers who have renewed and/or upgraded their subscriptions for 24 months and received the Enhanced Starter pack, the device penalty will only cover the mesh node.
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 RM500.
Visit https://www.time.com.my/personal/broadband/fibre-broadband to sign up online or subscribe via TIME’s authorised dealers.
If you are an existing subscriber, simply renew and/or upgrade your subscription for 24 months in the Self Care portal.
Yes, you will still be entitled to the promotion as long as you subscribe to our plans within the promotion period.
The mesh devices will be installed by TIME free of charge upon service activation or recontract and/or upgrade.
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.
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.
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.
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.
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.
i. MyKad / passport for non-Malaysians
ii. Credit card (MasterCard / Visa) if the Auto Debit payment method is selected
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
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 |
||
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.
Yes, you can. Please contact us at 1800 18 1818 or cs@time.com.my for further details.
Keep up with the progress of your application here.
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.)
| 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.
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.
Yes, you can. However, 24-month contract plan subscribers will incur a penalty of RM500 if they choose to terminate within their contract term.
To terminate your service, submit a request via Self Care > Manage Plan > Terminate Service.
For 24-month contract plans, a one (1) month notice period is required. This notice period remains applicable even after your contract has expired.
For No Lock-In Contract plans, we require a minimum of seven (7) to a maximum of 30 working days notice before your next bill cycle.
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 |
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.
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.
No, subscribers to this plan are not eligible for any promotions or discounts.
Subscribers to this plan are automatically subscribed to the TIME Voice Home Basic (pay-as-you-use) voice plan.
No, this is not possible. The no lock-in contract plans are for new subscribers only.
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.
After at least one (1) month of service activation, you can convert your plan via ‘Manage Plan’ in the Self Care portal.
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.
Auto Debit is required to sign up for this plan as standard billing is not supported.
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.
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 |
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.
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.
Eligible subscribers may reach us via these channels:
No, this plan is not applicable to Astro IPTV subscribers.
For existing customers who wish to subscribe to this service, please submit your request via SelfCare.
Log in to SelfCare -> Manage Plan -> Other Modification -> Convert to a PWD/OKU Plan
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.
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.
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.
You will see the amount deducted in your bill under the discount section.
You can change your installation appointment and even track the progress of your application here.
You can choose your installation date when you sign up online.
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.
A TIME authorised installer will carry out the installation.
We will supply an Optical Network Unit (ONU), a WiFi router and installation services.
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) |
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.
Yes, some drilling may be necessary, but we will request your prior approval.
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.
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.
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).
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/.
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.
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.
You may reschedule your appointment at https://www.time.com.my/check-application-status.
We understand the urgency, however appointment dates for new subscriptions are subject to availability.
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.
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!
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!
Your default Username is your MyKad or passport number. This cannot be changed.
Log in to Self Care and go to > Bills in the dropdown menu. Click on the Download button to download your bill.
You can merge or unmerge your account via SelfCare.
Log in to SelfCare -> Manage Plan -> Other Modification -> Merge/Unmerge Account
Log in to Self Care, go to View Profile on the top right > Change Password. We recommend that you do this every 3 months.
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.
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.
Access Self Care using your Username and temporary password. Once logged in, change your password immediately.
All TIME Home broadband subscribers who already have their service activated will be eligible for this programme.
This programme is valid from 29 September 2017 until further notice, so start referring your family and friends while it lasts!
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.
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.
There is no limit to the number of friends that you can refer, so you can refer as many friends as you want.
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.
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.
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.
To check the status of your referrals, login to your Self Care and head over to Rewards > Hook Up & Earn > Referral Status.
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.
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.
i. eBill: Sent to your email.
ii. Paper bill (RM5 per month): Sent to your mailing address.
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.
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.
While we don’t have a physical branch for payments, you can register for Self Care or download the TIME Internet app to view your bills and make quick and easy online payments. The app is available for download in the Google Playstore, Apple App Store and Huawei App Gallery. For all other payment methods, click here.
| 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.
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.
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.
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.
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:
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.
For a clearer understanding of your bill, please click here.
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.
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.
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.
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.
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.
Auto Debit is a service that automatically debits your monthly payments to a registered debit/credit card on a recurring basis.
When you register for Auto Debit, you receive a monthly RM2 rebate off your bills.
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.
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 by clicking on the 
icon.
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.
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.
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.
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.
Upon successful registration, we’ll send an email to the email address you have registered with us.
When you’ve successfully registered for Auto Debit, payments will be charged to your debit/credit card from the next bill cycle onwards.
Depending on your bill cycle, the Auto Debit deduction will be made before the due date of your bill.
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.
We will make a second attempt to charge your card 7 days following the last failed transaction. Should the second attempt fail, we recommend you make payment through other available payment methods to avoid service interruption.
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, WA8021V5 |
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.
| 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.
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.
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.
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.
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.
Your device must be operating on Android 2.3.3 or iOS 8.0 or newer.
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.
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.
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.
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.
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.
In the unfortunate event of a lost or stolen phone, call our Support Ninjas at 1800 18 1818 to deactivate your account.
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.
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 |
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 |
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.
| 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 |
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.
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.
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.
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.
OmniMesh offers a minimum of one (1) node and a maximum of three (3) nodes for whole home coverage.
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.
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.
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.
Also known as ethernet ports, LAN ports allow your device(s) to connect to the network via a wired connection which typically yield higher speeds.
Refer to the table below for the number of LAN ports our OmniMesh devices have:
|
Device model |
Device type |
No of LAN ports |
|
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 the Huawei HG8145V5/WA8021V5 device if needed.
2. 1 port can be used to connect to the TP-Link EC440 router if needed.
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:
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.
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.
Yes, you can log in to Self Care to purchase the OmniMesh devices under the “Shop” tab.
To extend coverage, we recommend purchasing the:
Yes, the Speed and Gaming routers are still available in the Self Care shop.
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.
Unfortunately, any request for a return/refund/exchange will not be entertained as all purchases are final.
Our Tech Ninjas will install the devices for you.
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.
All devices carry a 2-year warranty.
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.
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.
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.
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.
Yes! We will automatically configure the speed you are entitled to when we install and activate your service on your installation date.
| Your previous plan | Your new plan |
|---|---|
| Up to 14Mbps | 100Mbps (Unlimited) |
| 15Mbps to 20Mbps | 300Mbps (Unlimited) |
| 100Mbps (100GB quota) | |
| 30Mbps to 50Mbps | 500Mbps (Unlimited) |
We have moved you up to the plan that has a retail price that is the closest match to your current subscription fee.
No, your contract period and value-added services (if any) remain unchanged.
You’ve been upgraded to our 300Mbps plan with absolutely no quota restriction!
We’ve given you outrageous broadband speeds at no quota so you don’t even need Boost anymore!
Login to the TIME Self Care Portal to view your updated profile or perform a speed test here.
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.
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.
We offer you the option to purchase one of the routers above via the ‘Account’ tab in the TIME Self Care Portal.
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.
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 |
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