GET HELP WITH YOUR BUSINESS INTERNET
Having issues with your business Internet? Look at our FAQs and tips for help.
Frequently Asked Questions
What do I get with this promotion?
As a new subscriber of Time Fibre Business, you get to enjoy RM50 off your monthly subscription fee for 10 months.
Do note that this does not include your first full month’s subscription fee, prorated charges and other charges (voice calls, add-ons etc). Your RM50 off will start from months 2 through to 11.
How long will this promotion last?
This promotion is valid from 18 July 2023 – 31 December 2023.
Who is eligible for this promotion?
Anyone who is currently subscribed to another Internet service provider (ISP) and located within our selected buildings.
To apply, you’ll need to provide us with a copy of your latest broadband bill from your current ISP (within the last 3 months) showing the same address.
Can I enjoy other promotions/offers from Time at the same time?
Unfortunately, no. You can only enjoy one promotion at any time. Once submitted, you will not be able to change or select other promotions until after your service is activated, as long as it’s still within the promotion period.
Can I upgrade/downgrade my plan after I redeem this promotion?
Yes, you can. If you upgrade your plan, any discount you may be enjoying will continue with no contract reset. However, the value will follow your initial plan e.g. if you upgrade from Time Fibre Business 100Mbps to 300Mbps, your discount will remain at RM60 for your remaining promo months.
Please note that all downgrades within Time Fibre Business are subject to Time’s approval. If you terminate within your contract term, you will be charged the balance of your remaining contractual months.
Any plan downgrades/termination while the Easy Switch is effective will result in the forfeiture of the bill discounts.
What if I terminate my subscription?
If you terminate your subscription within your 24-month contract term, you’ll be charged the balance of your remaining contractual months and forfeit any discount you’ve been enjoying.
How do I sign up for this promotion?
You can sign up through our authorised dealers or Time direct channels.
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 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.
How will I receive the promotion discount once I have subscribed to the service?
Once your service has been activated, the RM50 discount will be deducted from your monthly bills from months 2 to 11.
You’ll need to pay for your first full month’s subscription fee, prorated charges and other charges (voice calls, add-ons etc) in your first bill.
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.
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:
|Within your unit||RM90|
|To another unit in the same building or to another
*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
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:
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)||✘||✓||✘|
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 HC4202||Mesh node|
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.
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.
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.
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.
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|
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:
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:
What other services do I get when I subscribe to Time Fibre Business?
You get one (1) voice line with free calls of up to:
– 100 mins/month for the 100Mbps plan
– 200 mins/month for the 300Mbps plan
– 300 mins/month for the 500Mbps plan
– 500 mins/month for the 1Gbps plan
Can I change my plan at any time during my contract term?
Yes, as long as it fits your needs. Do note that any plan downgrade is subject to Time’s approval.
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.
|Contract||Within Contract Term (within 12 months)||Within Contract Term/After Contract Expiry (month 13 onwards)||Within Contract Term||After Contract Expiry|
|Device options||Without free router||With free router||Without free router||With free router||Without free router||With free router||Without free router|
|What happens?||– No contract reset
– No penalty
|– 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.
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.
How many voice line(s) are bundled together with the subscription of Time Fibre Business?
The subscription comes with 1 voice line with no rental charge. If you need more voice lines, you may subscribe to 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:
Can I connect the phone lines provided by Time to my fax and/or credit card terminal?
Yes, you can.
What is Self Care?
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.
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.
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.
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?
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):
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.