GET HELP WITH YOUR BUSINESS INTERNET

Having issues with your business connection? Check out our FAQs.

Frequently Asked Questions

How do I relocate my broadband service?

Fill up the form here to submit your request. Select “Indoor/Outdoor Relocation” under modification type.
The charges are as below:

Relocation Fee
Within your unit RM90
To another unit in the same building or to another building RM129
*Please note you are only allowed to relocate to selected buildings.

I have submitted the wrong address/relocation type. How do I withdraw my application?

Please contact us via Live Chat to withdraw your request.

Can I relocate to another state?

Yes, you can. But first, you’ll need to check if your new address is within Time coverage. Please note that you can relocate to selected buildings only.

How do I cancel my relocation appointment?

You can inform our service installers when they contact you a day before your appointment. Alternatively, reach our to us via Live Chat to let us know.

Do I need to bring along the fibre cables for relocation?

No, the cables for standard installation will be provided by our service installers.

How do I request for a transfer of ownership?

You will need to email the following documents to cs@time.com.my:

1) Transfer of Ownership Form One and Form Two
2) Copy of the new owner’s NRIC/passport (front and back)
3) (a) Photocopy of Form 8/9, Form 24 and Form 29 for companies incorporated under the Companies Act 1965; or
(b) A certificate and documents issued by relevant authorities for an NGO/Association/Cooperative; or
(c) Photocopy of Form D & A (Sole proprietor); or
(d) Photocopy of Form D & B (Partnership).

Please note that you will need to clear any outstanding payment before submitting the request. Visit quickpay.time.com.my to check your balance and make payment.

How long does it take for the transfer of ownership to be completed?

The request will be completed 30 calendar days from the submission date. The new owner will be responsible for bill payment from this date onwards.

What can I do if my nominee is staying at a different location?

The nominee can request for a service relocation via modification.time.com.my/ftto after the transfer of ownership is completed.

How do I terminate my business Internet?

On your Self Care dashboard, click Manage Plan > Terminate Service. Fill up the form and submit your request.

Can I request for immediate termination?

Unfortunately, we require a notice period of 30 days for service terminations.

Do I need to pay a penalty if I terminate my service?

Yes, you will be charged for the remaining months of your contract.

Can I request to waive the early termination penalty if i’m relocating to an area that is not covered by Time?

We’re sorry that we will not be able to waive the penalty as the 24-month contract is tied to the current location. Alternatively, you may choose to transfer your account to another person to avoid this penalty.

Check out the Transfer of Ownership section for further details.

How long does it take for my service to be terminated?

The service will be terminated on the date specified in your termination form.

When will I receive my final bill?

The final bill will be generated on the next bill cycle after the service is terminated.

When will I receive my refund? Will I be notified after my refund is processed?

The refund (if any) will be processed within 90 days of the final bill generation. You may check your bank account for details.

How will I receive the refund if I don’t have a Malaysian bank account?

We can make a transfer to your overseas bank account provided the amount is above USD50 or RM250. Payment will only be in USD.

If the amount is less than USD50, we are only able to refund to a local bank account.

Can you refund to a third party account?

We will only refund to the bank account of the service owner to prevent confusion and disputes.

Can I change my mind after submitting the termination request?

Yes, you can still withdraw your request up to 3 working days before the termination date. Please reach out to us via Live Chat for further assistance.

What are the available billing methods?

We will send an electronic bill to your registered email address every month.

When do I get my first bill?

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

Watch this video to find out more:

What charges will appear on my bill?

Your monthly bill will include your broadband subscription fee, voice service usage charges and subscription fee(s) for other value-added service(s), if any.

Watch this video to find out more:

How do I pay my bill?

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.

Here’s a handy step-by-step video guide on how to pay your Time bill:

What type of devices does Time offer?

We offer a range of mesh-ready routers and nodes that when paired, deliver consistent speeds across your business premises.

Find out more by visiting www.time.com.my/for-business/devices.

How does Mesh WiFi 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 these devices?

You will receive a complimentary router with your new subscription of Time Fibre Business. You’ll also have the option to add on more devices during the signup process.

If you’re an existing Time Fibre Business subscriber, you can purchase our 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 a:

  • WiFi 5 router; or
  • WiFi 5 device (Huawei WA8021V5); or
  • 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 all over 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?

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

Devices WiFi 5 mesh node (Huawei WA8021V5) WiFi 5 mesh node (TP-Link HC420) WiFi 6 router/mesh node (Huawei HG8145X6)
WiFi 5 router (Huawei HG8145V5)
WiFi 5 mesh node (Huawei WA8021V5)
WiFi 6 mesh node/router (Huawei HG8145X6)
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 devices have:

WiFi 6 Device model Device type No. of LAN ports
Huawei HG8145X6 Mesh node/router
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 HN8245X6/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 these devices?

You can pay for our 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.

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 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.

What happens if the equipment provided by Time becomes faulty, damaged or lost during my contract period?

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

Is there a warranty period for the devices?

Equipment Limited Warranty Period
All routers and mesh nodes supplied by Time 2 years

ONU

Lifetime

How do I subscribe to Time Fibre Business?

Drop your details here and we’ll get in touch with you. Alternatively, you may subscribe via a Time authorised dealer.

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 Certificate of Practice issued by the relevant authority (NGO/Association/Cooperative) and;
  4. A copy of the front of your credit card for verification purposes if you wish to opt for the Auto Debit payment method.

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. Special Building Requirement Fee – subject to your Building Management
  2. Deposit (foreign-registered company) – RM1,000 (refundable)

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 and 100GB of free Time BizCloud storage.

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 upgrading/downgrading your plan*, 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.

Plan Modification Upgrade Downgrade
Contract Within Contract Term/After Contract Expiry Within Contract Term After Contract Expiry
Device options With free router Without free router With free router Without free router With free router Without free router
What happens?

– 24-month contract reset
– No penalty

– No contract reset
– No penalty

– 24-month contract reset
– No penalty

– 24-month contract reset
– No penalty

– 24-month contract reset
– No penalty

– No contract reset
– No penalty

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, you will be charged for the remaining months of your contract.

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

You must provide us with 30 days’ notice of any intention to cancel your subscription by contacting us via Live Chat.

Installation

How soon can my service be installed?

We can get your service up as soon as 3 days after you sign up, but the date and time is subject to availability.

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

A standard installation typically takes about 2 to 4 hours, but the duration will also depend on your building type. Our installers will get in touch with more information before your appointment.

Do I need to pay for installation?

We provide basic cabling services of up to 20 metres from point-of-entry i.e. 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 can but you will be charged RM80.

Voice

How many voice line(s) are bundled together with the subscription of Time Fibre Business and Time Fibre Business Pro?

The subscription comes with 1 voice line with no rental charge. If you need more voice lines, you may subscribe for the Time Basic Voice Line.

What is Time Basic Voice Line?

Time Basic Voice Line is a fixed voice line service that provides incoming and outgoing calls to subscribers. It comes with 2 voice lines with a RM45 monthly rental and domestic calls at RM0.13 per minute.

What is the minimum contract period for Time Basic Voice Line?

The minimum contract period is 12 months with a one-time registration fee. The registration fee is waived for 24-month contract periods and above.

What additional services can I subscribe to in addition to the Time Basic Voice Line service?

We have three bundled services available for you to choose from:

  1. Standard VAS – CLIP, Call Forwarding, Direct Dialling.
  2. Plus VAS – Call Waiting*, Call Barring, Call Transfer*, Call Pick-up*, Multi Conference*, Extension Dialing*(Features may not be available at your location).
  3. Toll Free VAS – 1800 Freephone and 1300 Toll Free

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

Yes, you can.

Free Mesh WiFi Promo

What do I get with this promotion?

Free one unit of Mesh WiFi for new and existing subscribers who sign up for Time Fibre Business 100Mbps/300Mbps or Time Fibre Business Pro 100Mbps/300Mbps plans.

FTTO Package Free Mesh WiFi Model
Time Fibre Business 100Mbps TP-Link HC420**
Time Fibre Business 300Mbps TP-Link HC420**
Time Fibre Business Pro 100Mbps Huawei WA8021V5
Time Fibre Business Pro 300Mbps Huawei WA8021V5

**While stocks last

How long will this promotion last?

This promotion is valid from 17 November 2022 – 31 December 2022.

You will 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 from your subscription date, your application will be automatically withdrawn and you will no longer be entitled to the promotion.

Who is eligible for this promotion?

New subscribers who sign up for Time Fibre Business 100Mbps/300Mbps plan or Time Fibre Business Pro 100Mbps/300Mbps plans on a 24-month contract within the promotion period are eligible.

Existing subscribers who fulfill a minimum 12 months subscription on their existing Time Business Broadband plan and upgrade to Time Fibre Business 100Mbps/300Mbps plan or Time Fibre Business Pro 100Mbps/300Mbps plan within the promotion period. 24 months contract will be reset for the new plan.

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 able to change or select other promotions.

Can I change my plan after I redeem this promotion?

Yes, you can. If you have signed up and redeemed the free Mesh WiFi within the promotion period, the free Mesh WiFi promo will not apply to the new upgraded plan.

If you are an existing Time Business broadband customer above 12 months on your existing plan, when you upgrade to Time Fibre Business or Time Fibre Business Pro 100Mbps/300Mbps within the promotion period, you will get a free Mesh WiFi and free router with a 24-month contract renewal.

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.

What if I terminate my subscription?

If you terminate your subscription while still within the 24-month contract, you will be subject to an early termination penalty of the remaining contractual months.

If you terminate your subscription within the first six (6) months of the contract tenure, you will be charged the value of the Mesh WiFi received as part of this Promotion, on top of the early termination penalty of balance charges for the remaining contract period. Device penalty does not apply to the router.

How do I sign up for this promotion?

For new sign ups, you may apply through our Authorised Dealers within the promotion period.

For a plan upgrade, you can submit the service modification request by calling Time’s customer hotline at 1800 18 1818 within the promotion period.

How will the Mesh WiFi be provided?

For new sign ups, the Mesh WiFi will be provided during the service installation.

For plan upgrades, the Mesh WiFi and free router will be provided upon successful opt-in of the promotion with a 24-month contract renewal. The free devices will be delivered to you and installed by Time.

Time BizCloud

What is Time BizCloud?

Time BizCloud is a cloud-based storage system for quicker, easier and more 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. Register an account on 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:

1. 5 users with 20GB each
2. 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.

First Month On Us

What do I get with this promotion?

As a new subscriber of the Time Fibre Business and Time Fibre Business Pro 100Mbps and 300Mbps plans during the promotional period, your first full month’s subscription fee is free.

How long will this promotion last?

This promotion is valid from 22nd July 2022 – 31st October 2022.

Who is eligible for this promotion?

New subscribers of the Time Fibre Business and Time Fibre Business Pro 100Mbps and 300Mbps plan on a 24-month contract are eligible.

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 I redeem this promotion?

Yes, you can. You will still enjoy the promotion if you upgrade your plan before the discount is deducted from your bill. However, the discount amount will follow the value of your initial plan e.g. RM138 discount for the initial Time Fibre Business 100Mbps plan even after you upgrade to 300Mbps. If you have already activated your promo, it will not apply again to your upgraded plan. Any downgrade will result in the forfeiture of the 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.

What if I terminate my subscription?

If you terminate your subscription while still within the 24-month contract, you will be subject to an early termination penalty of the remaining contractual months.

How do I sign up for this promotion?

You may sign up through our authorised dealers or Time direct channels.

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

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.

If my first month’s broadband subscription fee is free, why am I still being charged in my first bill?

The promotion applies to your first full month’s broadband fees. The charges you’re seeing in your very first bill may be pro-rated charges leading up to your first full month or other charges such as voice calls, add-ons etc.

How will I receive the promotional discount 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.

What is Self Care?

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

How do I register for Self Care?

We’ve already registered a Self Care account for you. You can check your registered email address or SMS for your username and password. The password will expire in 60 days so make sure to log in before then.

What is my Self Care username?

Your default Username is your MyKad/passport/business registration number. This cannot be changed.

How do I change my password?

Click on your profile icon at the top right of your screen and select “Change Password” from the dropdown menu. We recommend that you do this every 3 months to ensure the security of your account.

I forgot my password. What should I do?

Click the “Forgot Password?” link on the Self Care login page. You will need to enter your Account Number and your MyKad/passport number to receive a password reset link via your registered email.

Why haven’t I received the password reset email?

Try checking the junk or spam folder in your email. If you can’t find it or have yet to receive it, please reach out to us via Live Chat.

I’ve received the password reset email. What should I do next?

Click on the password reset link and input your new password. Sign into Self Care using your new password and remember to use the same password for future logins.

Where can I lodge a complaint?
To reach out to us, you can:

1. Talk to us via Live Chat; or
2. Write to us here.

We encourage you to approach these channels for assistance first before lodging a complaint with MCMC.
What happens after I lodge a complaint?
You will receive an acknowledgement from us via email. We will then begin our investigation and contact you should we need more information.

Please ensure you provide us with the latest contact information so that we may reach you.
What kind of information do I need to include in the complaint?
To smoothen the process, we recommend that you use this template:

Full name (as per MyKad/passport):
NRIC/Passport number:
Phone number:
Email address:
Account number
Nature and detailed description of the issue:
Why does my case show that it has been resolved but nothing has been done?
We will temporarily resolve the case if we fail to reach you after 3 staggered attempts. You will receive an email informing you of the case closure. However, you can reach out to us again to reopen the case.
How long does it take to resolve a complaint?
This depends on the complexity of the complaint. We endeavour to resolve simple cases within 3 working days, while complex cases involving many parties may take up to 10 working days.
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 here.