Having issues with your home Internet? Look at our FAQs and tips for help.
Frequently Asked Questions
Where is 2Gbps available?
2Gbps is currently only available in selected buildings in these three locations:
Mont Kiara, Segambut and Desa Park City.
But fret not, we are working on bringing it to more places soon.
Where will you expand 2Gbps coverage to next?
We are rolling out 2Gbps in stages to several more locations in the coming months.
Why is it only available in selected locations?
Launching 2Gbps means that we have to upgrade our existing infrastructure to accommodate the new speed. We have identified Time-ready buildings in various locations and are currently working on upgrading them in stages.
How do I subscribe to 2Gbps?
You can apply online
or via our authorised distributors. But first, you can
check if 2Gbps is available in your building here.
Is there a contract period for the 2Gbps plan?
Yes, a 24-month contract is applicable to all 2Gbps
plans. The no contract option is not available for
this plan.
Can I upgrade to 2Gbps?
Yes, absolutely! As long as 2Gbps is available in your
building. Just log in to Self Care, click Manage Plan > Change Broadband Plan.
Can I downgrade to a lower speed?
Yes, for sure. But do take note that you won’t be
allowed to downgrade your plan within the first 6
months of your contract. You can only do so from the
7th month onwards.
If you downgrade your plan, your contract will reset
for another 24 months.
Can I relocate my 2Gbps plan to a new address?
Yes, as long as 2Gbps is also available at your new
address. You can log in to Self Care
to check for coverage.
What if I terminate my subscription?
If you terminate your subscription within your
24-month contract, you will be subject to an early
termination penalty equivalent to the total fees of
your remaining contractual months.
This applies to your 2Gbps subscription and any lower
speed plan you’ve downgraded to.
There is no penalty for cancelling your service once
you are out of contract.
I’m on the 2Gbps plan but my speed is nowhere close.
What’s the deal?
The best way to achieve high speeds and performance is
to use a wired connection. Here’s what you need to
take note of:
The 2.5Gbps LAN port on the router. It’s labelled on
the device.
The 2.5Gbps LAN port on your personal device. If you
don’t have one, you can purchase a USB-C to 2.5Gbps
ethernet adapter separately.
A Cat5e or above LAN cable.
All you need to do next is connect your personal
device to the router using the LAN cable and you
should be seeing much higher speeds.
What router or devices are you providing with the
2Gbps plan?
We provide the following devices with every 2Gbps
subscription:
1 x 2Gbps WiFi 6 router; and
2 x WiFi 6 mesh nodes.
The router features a 2.5Gbps LAN port that can
support speeds up to 2Gbps while the mesh nodes widen
your WiFi coverage at home.
How many LAN ports does the router have?
The 2Gbps router has 4 LAN ports, including one (1)
2.5Gbps port.
Is the router compatible with your other devices?
Yes, our 2Gbps router is compatible with our WiFi 5
and WiFi 6 Huawei devices, namely the Huawei WA8021V5
and HG8145X6.
Do we really need 2Gbps?
We create and consume more and more data with each
passing year. By introducing 2Gbps now, we are ready
to serve Malaysians as their demand for bandwidth
grows.
How fast can 2Gbps be? Will it be noticeably different
from 1Gbps?
A high bandwidth plan like 2Gbps means it can support
more devices and more concurrent activities like
streaming and gaming. Whether your household is large
or if you’re multitasking on several platforms, you
won’t have to compromise on Internet speed.
How do I relocate my broadband service?
Sign in to
Self Care
and on your dashboard, click on Manage Plan > Relocate
Service. Fill out the form to submit your request.
If you are relocating to a new address, don’t forget
to bring your devices along! Make sure to check that
your new address is within our coverage area.
This service is only available to 24-month contract
plan subscribers. 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 or to
another building
RM120
Which relocation type should I choose if I’m
relocating within the same building?
If you’re relocating to another unit within the same
building, you may select “Outdoor Relocation”.
Please find further details below:
Type of relocation
Description
Indoor relocation
Relocate service within the same house/unit
Outdoor relocation
Relocate service to another unit/floor/building
What should I do if I submitted the wrong address or
relocation type?
Please reach out to us via
Live Chat
to withdraw the submission.
Why can’t I choose a relocation date when submitting
the request?
Your new building may be undergoing a network
upgrade. But don’t worry, once you’ve submitted your
request, our team will contact you within 2 working
days to work out a solution.
What do I do if my new location is not within Time
coverage?
Unfortunately, you will not be able to relocate your
broadband service. You can, however, transfer
ownership of your account to another person.
Just go to your
Self Care
dashboard, click Manage Plan > Transfer Ownership.
Please note that if you choose to terminate your
service while still within your 24-month contract, you
are subject to a RM500 early termination penalty.
I would like to cancel my service as my new location
is not within Time coverage. Can I request to waive
the early termination penalty?
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.
How do I reschedule the relocation appointment?
Just scroll down on your
Self Care
homepage to “Recent Activities” and look for a
“Reschedule” button.
How do I request for a transfer of ownership?
On your
Self Care
dashboard, click Manage Plan > Transfer Ownership.
Fill in the form and submit your request.
How long does it take for the transfer of ownership to
be completed?
The request will be completed 14 calendar days from
the submission date. The new owner will be responsible
for bill payment from this date onwards.
Will my nominee be required to make any advance
payment?
If your nominee is not a Malaysian citizen or
permanent resident, they will be required to pay the
foreigner deposit of RM500. This amount will be
charged upfront.
I’ve paid the foreigner deposit previously. Can I
transfer it to my nominee?
No, as the deposit that you have paid will be refunded
to you via bank transfer.
What can I do if my nominee is staying at a different
location?
The nominee can request to relocate the service via
Self Care
after the transfer of ownership is completed. Just
click Manage Plan > Relocate Service to submit a
request.
How do I upgrade/downgrade my broadband plan?
Sign in to
Self Care
and on your dashboard, click Manage Plan > Change
Broadband Plan. Select the plan you want to
upgrade/downgrade to and follow the on-screen
instructions to complete the request.
How long does it take to process my upgrade/downgrade?
The request will be processed within 7 working days.
When do I start paying the new charges?
You will start paying the new subscription fee once
your request has been completed. You may see prorated
charges in your next bill if the upgrade/downgrade is
processed before your next bill cycle. Discounts (if
any) may be forfeited after the request is completed.
Is there any penalty if I upgrade/downgrade my plan?
There are no penalty charges for plan modifications,
but any discounts you may currently be enjoying willnot be carried over to your new plan.
Please refer to the table below for more details.
Plan Modification
Upgrade
Downgrade
Contract
Within Contract Term/After Contract Expiry
Within Contract Term
After Contract Expiry
Device options
With free device(s)
Without free device(s)
With free device(s)
Without free device(s)
With free device(s)
Without free device(s)
What happens?
– 24-month contract reset
– No penalty
– No contract reset
– No penalty
Not offered
– 24-month contract reset
– No penalty
Not offered
– No contract reset
– No penalty
The free device(s) 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.
Can I still redeem my free router (if any) if I
downgrade my plan?
You will not get any free devices if you downgrade
your plan. If you are eligible for a free device with
a 24-month contract renewal, we highly recommend
redeeming the free device first before you downgrade
your plan. Otherwise, the option will be forfeited.
But do note that once you redeem the free device(s),
you won’t be able to downgrade your plan for the first
6 months. You can only do so from the 7th month
onwards.
Why don’t I see a “Change Broadband Plan” button on my
screen?
This option will not be available if you submitted
another modification request recently or if you are
subscribed to our complimentary service. Chat with us
via
Live Chat
if you need help.
How do I terminate my home broadband service?
On your
Self Care
dashboard, click Manage Plan > Terminate Service to
fill up the form and submit your request.
Can I request for immediate termination?
Unfortunately, we require a notice period for service
terminations, as detailed below:
Subscription
Notice period
24-month contract
30 calendar days
No contract
7 working days
Do note that even if you’ve finished serving your
24-month contract, we will still require a 30-day
notice period for termination.
Do I need to pay a penalty if I terminate my service?
If you are still within your 24-month contract period,
you are subject to:
A RM500 early termination penalty (ETP) if you are a
100Mbps, 500Mbps or 1Gbps subscriber; or
The total fees of your remaining contractual months
if you are a 2Gbps subscriber or if you have
downgraded from 2Gbps to a lower speed plan.
You may refer to your
Self Care
homepage for your contract term.
The ETP will be charged to your final bill after
cancellation.
There is no penalty for cancelling your service once
you are out of 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.
How long does it take for my service to be terminated?
You’ll need to notify us at least 30 days (for
24-month contract plans) or 7 working days (for no
contract plans) before. We will terminate your service
on the date specified in your 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 type of devices does Time offer?
We offer a range of mesh-ready of mesh routers and
nodes that when paired, deliver consistent speeds
across your home.
Find out more by visiting
www.time.com.my/for-home/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 home. By placing mesh nodes in strategic spots
throughout your home, you can create a seamless,
stable WiFi network that keeps you connected no matter
which room you’re in.
How do I get these devices?
You will receive complimentary routers with every new
subscription of Time Fibre Home and will also have the
option to add on more devices during the signup
process.
If you’re an existing Time Fibre Home subscriber, you
can purchase our devices from the
Self Care
shop or renew/upgrade your plan to redeem free
devices.
What type of router or devices does Time provide with every subscription?
We provide mesh-enabled routers with all our plans,
featuring both WiFi 5 and WiFi 6 technologies.
Based on your building type and installation
requirements, new subscribers may receive:
Plan
Devices
100Mbps
1 x WiFi 5 device
500Mbps
1 x WiFi 6 router; and 1 x WiFi 6 mesh node
1Gbps
1 x WiFi 6 router; and 1 x WiFi 6 mesh node
2Gbps
1 x 2Gbps WiFi 6 router; and 2 x WiFi 6 mesh nodes
If you are an existing subscriber who has
recontracted, we will provide you:
Plan
Devices
100Mbps
1 x WiFi 5 device
500Mbps
1 x WiFi 6 router; and 1 x WiFi 6 mesh node
1Gbps
1 x WiFi 6 router; and 1 x WiFi 6 mesh node
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 home.
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. Just opt for the router upgrade at RM99
when you’re signing up with us. If you’re already a
Time subscriber, simply log in to
Self Care
to purchase the device.
How come my 2Gbps router isn’t achieving higher
speeds?
The best way to achieve high speeds and performance is
to use a wired connection. Here’s what you need to
take note of:
The 2.5Gbps LAN port on the router. It’s
labelled on the device.
The 2.5Gbps LAN port on your personal device. If you
don’t have one, you can purchase a USB-C to 2.5Gbps
ethernet adapter separately.
A Cat5e or above LAN cable.
All you need to do next is connect your personal
device to the router using the LAN cable and you
should be seeing much higher speeds.
How many mesh nodes can be supported?
We recommend up to 3 mesh nodes for a complete whole
home WiFi set up.
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)
2Gbps WiFi 6 router (Huawei HN8245X6)
WiFi 5 router (Huawei HG8145V5)
✓
✘
✘
✘
WiFi 5 mesh node (Huawei WA8021V5)
✓
✘
✓
✓
WiFi 6 mesh node/router (Huawei HG8145X6)
✓
✘
✓
✓
2Gbps WiFi 6 router (Huawei HN8245X6)
✓
✘
✓
✘
WiFi 5 mesh node (TP-Link EC440)
✘
✓
✘
✘
TP-Link EC230
✘
✘
✘
✘
D-Link 882
✘
✘
✘
✘
Other models
✘
✘
✘
✘
Why can’t I get the WiFi 5 Huawei router when I renew
my contract? Where can I purchase it?
The WiFi 5 Huawei router is only offered with new
subscriptions of the Time Fibre Home 100Mbps plans. It
is not for sale.
If you would like to buy our WiFi 5 devices but have
no corresponding router, you may purchase 2 units of
the WiFi 5 mesh nodes. The device can function as a
router or a mesh node e.g. one node will act as a
router and the other will be used to extend WiFi
coverage. If you’d like an upgrade, you can also
choose to buy the WiFi 6 mesh node – 1 unit to be your
router.
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
Huawei HN8245X6
Router
4x
WiFi 5
Huawei HG8145V5
Router
Huawei WA8021V51
Mesh node/router
TP-Link EC440
Router
TP-Link HC4202
Mesh node
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.
The Huawei HN8245X6 includes one (1) 2.5Gbps LAN
port
1 port can be used to connect to the TP-Link
EC440 router if needed.
Will my entire house be able to get WiFi?
Whole-home WiFi coverage depends 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 because of:
Environmental factors – include building materials,
physical objects, and obstacles.
Network conditions – include local interference,
volume and density of traffic, product location,
network complexity, and network overhead.
Client limitations – include rated performance,
location, and connection quality.
Why am I being told to purchase additional mesh
devices when I want to relocate?
Upon your relocation, we will assess your new location
and recommend additional devices if we find 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 this design
limitation. Installation is free if you purchase the
device with the relocation service.
I have been subscribed for less than 12 months. Can I
still purchase your device?
Yes, you can log in to
Self Care
to purchase our devices under the “Shop” tab.
To extend coverage, we recommend purchasing:
– WiFi 5 mesh nodes – 2 Units for a reliable,
consistent connection; or
– WiFi 6 mesh nodes – 2 Units for superior,
enhanced performance.
One mesh node will act as a router while the other
extends WiFi coverage.
How do I make payment for these devices?
You can pay for 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 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.
Power on the device and wait until it is fully
booted up. The power button light and WLAN indicator
will be stable.
Press the WPS button until all the LED indicators on
the top of the device light up and then release the
button.
This action reboots the device.
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.
If you have been with us for more than 12 months, you
can opt to renew your plan for 24 months via
Self Care
and redeem our devices for FREE.
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
DECT Phone
1 year
ONU
Lifetime
Why is my Internet slow?
Your broadband connection is influenced by many
factors, including device compatibility and whether
you’re using a WiFi or wired connection. Here are a
few things you can do to speed up your connection:
Try switching your router off and on again. This
will clear your device’s cached data.
Check out Time Hacks for tips on making the most of
your Internet.
Log into Self Care or the Time Internet app to check
on your connection and troubleshoot potential
issues. You can also chat with us easily.
Watch this video to find out how you can improve
your WiFi speed.
What do the lights on my router indicate?
For more details about what your router lights
indicate, click
here.
My router is not capable of supporting my subscribed
speed. How do I purchase a new one?
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 in our shop. You can head to
Self Care
Self Care
to complete your request for either option.
How come my 2Gbps router isn’t achieving higher
speeds?
The best way to achieve high speeds and performance is
to use a wired connection. Here’s what you need to
take note of:
The 2.5Gbps LAN port on the router. It’s
labelled on the device.
The 2.5Gbps LAN port on your personal device. If you
don’t have one, you can purchase a USB-C to 2.5Gbps
ethernet adapter separately.
A Cat5e or above LAN cable.
All you need to do next is connect your personal
device to the router using the LAN cable and you
should be seeing much higher speeds.
Will all my devices be compatible with 1Gbps?
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.
For more tips on making the most of your broadband
speed, check
this
out
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 device. You can head to
Self Care
to complete your request for either option.
Learn more about how the right hardware can give you
fast Internet:
If you can’t find your device model in the table
above, get in touch with us via
Live Chat
for further assistance.
Am I able to configure parental controls on the WiFi
router provided by Time?
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.
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 update.
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 learn more about your first bill:
I’ve received my first bill. Why is my payment amount
higher than my monthly subscription fee?
Your first bill may be higher than your subscription
fee because it may contain pro-rated charges and
advanced billing of your broadband fee.
Watch our video explainer for a detailed explanation:
How do I read 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. It may also include items such as total
amount(s) due from your previous bill(s).
Watch our video explainer:
Is there a Time branch for me to make payment?
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.For all other payment methods, click
here.
Here’s a handy step-by-step video guide on how to pay
your Time bill:
My line is suspended but I’ve made my payment. How
long will it take to restore my service?
Talk to us via
Live Chat
if you need further assistance.
I receive multiple bills because I have multiple
accounts. Can I consolidate them into one bill?
Yes, if you merge your account. Log in to
Self Care
> Manage Plan > Other Modifications and fill in the
form.
Once merged, you should only receive one 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.
How do I pay my bill?
Subscribers to the no 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.
Auto Debit
What is Auto Debit?
Auto Debit is a service that automatically deducts
your monthly payments from a registered debit/credit
card on a recurring basis. This is a great option for
making hassle-free, on-time payments. You’ll also
receive a monthly RM2 discount off your bills.
Learn how to register for Auto Debit:
What do I get if I register for Auto Debit?
When you register for Auto Debit, you’ll receive a
monthly RM2 rebate off your bills.
What types of cards are accepted for Auto Debit?
We accept Visa and MasterCard debit/credit cards. For
debit cards, do contact 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.
How do I register for Auto Debit?
You can register for Auto Debit either at the point of
subscription to our services or, click on the gear
icon on your Self Care dashboard and select “Auto
Debit” from the dropdown menu. From there, just follow
the on-screen instructions.
Let this video show you how to register for Auto
Debit:
Why am I being charged RM1 to register my debit/credit
card for Auto Debit?
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.
Do I have to pay my outstanding balance in order to
apply for Auto Debit?
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.
Is it safe to register for Auto Debit?
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.
Must I be the card owner of the card being used to
register for Auto Debit?
Not necessarily. As long as the card owner has given
consent and registration of the card passes the 3D
Secure check.
How do I know if my Auto Debit registration was
successful?
Upon successful registration, we’ll send an email to
the email address you have registered with us.
When will you start charging my debit/credit card?
When you’ve successfully registered for Auto Debit,
payments will be charged to your debit/credit card
from the next bill cycle onwards.
When will the Auto Debit deduction take place?
Depending on your bill cycle, the Auto Debit deduction
will be made before the due date of your bill.
What do I do if I want to change my debit/credit card
details or I want to cancel my Auto Debit
registration?
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.
What happens if an Auto Debit transaction fails? What
can I do?
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.
What Time Fibre Home plans can I choose from?
100Mbps
500Mbps
1Gbps
2Gbps
RM99
RM139
RM199
RM379
Unlimited (no quota) | 100% Fibre | 24 months or no contract* plan
*An upfront payment of RM400, RM650 or RM800 is applicable to no contract plans and subscribers of this plan 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 contract plan is exclusively available online.
Can I apply for multiple broadband subscriptions?
Yes, you can. Please reach out to us via
Live Chat
for further assistance.
No Contract Plan
What is a no contract plan?
The no contract plan is a Time Fibre Home plan that does not lock you into a 24-month contract. You can terminate anytime with no penalties but you will be charged a non-refundable upfront fee. This plan is available exclusively on our website, www.time.com.my.
Plan speed
100Mbps
500Mbps
1Gbps
Monthly recurring fee
RM99
RM139
RM199
Upfront fee
RM400
RM650
RM800
You are not entitled to promotions if you
subscribe to a no contract plan.
The no contract plan is not available for the
2Gbps plan.
How do I subscribe to a no contract plan?
This plan is available exclusively online via our
website. You can sign up by visiting our
For Home
page and selecting the ‘No contract’ option during the
signup process.
Am I entitled to any promotions or discounts with this
plan?
No, subscribers to this plan are not eligible for any
promotions or discounts.
What voice plans are included with this broadband
plan?
Subscribers to this plan are automatically subscribed
to the Time Voice Home Basic (pay-as-you-use) voice
plan.
I am a 24-month contract plan subscriber. Can I
convert my plan into a no contract plan?
No, this is not possible. The no contract plans are
for new subscribers only.
Can I get the upfront fee waived?
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.
How do I convert my no contract plan to a 24-month
contract plan?
At least one (1) month after service activation, you
can convert your plan via
Self Care
> Manage Plan > Change Broadband Plan.
What rebate do I get if I convert my no contract plan to a 24-month contract plan?
If you convert to a 24-month contract plan within 24 months of service activation, your upfront fee will be used to offset your bills via monthly rebates of RM50 depending on the plan that you subscribed initially.
For non-Malaysian subscribers, the upfront fee will be used as the RM500 foreigner deposit. Any excess balance will be used to offset your bills via monthly RM50 rebates.
How do I make payment for this plan?
Auto Debit is required to sign up for this plan as
standard billing is not supported.
Can I upgrade the router when I sign up for this plan?
Yes, you can add on RM99 to upgrade from the WiFi 5 router (Huawei HG8145V5) to our WiFi 6 router (Huawei HG8145X6). If you subscribe to our 500Mbps or 1Gbps plans, you will receive 1 x WiFi 6 router and 1 x WiFi 6 mesh node with your subscription. Our routers are mesh-ready, that means you can easily and affordably add on mesh nodes to widen WiFi coverage at home. Our device range can be purchased during the signup process or via Self Care after service activation. Find out more at www.time.com.my/for-home/devices..
How can I upgrade/purchase devices after my service
has been activated?
All you have to do is log in to the
Self Care
portal and navigate to the “Shop” tab. From there, you
can see our range of devices available for purchase.
Voice Plans
Does Time Fibre Home come bundled with a voice
service?
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.
What are the differences between Time Voice Home
Basic, Time Voice Home Lite and 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.
No entitlement of free minutes.
60 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.
330 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 60 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 330 free minutes: 10
sen per minute for all domestic calls (fixed and
mobile) and 8 sen per minute for IDD calls to
60 countries.
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 log into
Self Care
and scroll down to the Voice section. Click on “Change Voice Plan” and follow the on-screen instructions.
Alternatively, you can reach out to us via
Live Chat. Do note that calls will be charged at the latest
prevailing call rates if you change your Time Voice
plan post-subscription.
Can I subscribe to an additional voice line?
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.
Just log into
Self Care
and scroll down to the Voice section. Click on “Add Voice Lines” and follow the on-screen instructions.
A maximum of two (2) voice lines are allowed per
account.
I want to subscribe to an additional voice line. Do I
purchase my own phone and perform the setup myself?
No, all additional voice lines will be accessed
exclusively via the Time Voice app. Just follow the
simple steps below:
Log in to
Self Care
and click on ‘Activate Time Voice App’ under Voice.
Launch the app on your mobile and scan the QR code
to activate your service.
Are there additional fees to use Time Voice App?
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.
I have more than one device. How do I activate Time
Voice App on these devices?
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.
I have changed my phone. How do I log in 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
What should I do if my phone is lost or stolen?
In the unfortunate event of a lost or stolen phone,
reach out to us via
Live Chat
to deactivate your account.
Can I change my Time Voice Home contact number?
Yes, you can. Log into
Self Care
> Manage Plan > Other Modifications. Just fill in the
form and submit the request. Remember to select
“Change Service Number” under the “Modification Type”
field. Charges apply and will be reflected in your
next bill. We will follow up with a call to confirm
your request.
Does Time offer free calls to Crisis Preparedness and
Response Centre (CPRC) and other Health Authority
lines?
Yes. Calls to the following numbers are free of charge
As much as we’d love to serve all Malaysians with the
broadband they deserve, our service is currently
available in selected high-rise buildings (i.e.
condominiums) and landed properties 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.
What can I do if Time Fibre Home is not yet available
where I live?
Let us know
here
or ask your JMB to get in touch with us via our
Live Chat, and we’ll take it into account in our coverage
expansion planning.
I live in a landed property. When will Time Fibre Home
be available to me?
We’d love to serve all Malaysians with the broadband
they deserve, but we’re currently only able to service
selected landed properties. For the latest updates,
follow our Facebook page at
www.fb.com/timeinternet.
Where is 2Gbps available?
2Gbps is currently only available in selected
buildings in these three locations:
Mont Kiara, Segambut and
Desa Park
City. But fret not, we are working on bringing it to
more places soon.
Where will you expand 2Gbps coverage to next?
We are rolling out 2Gbps in stages to several more
locations in the coming months.
Why is 2Gbps only available in selected locations?
Launching 2Gbps means that we have to upgrade our
existing infrastructure to accommodate the new speed.
We have identified TIME-ready buildings in various
locations and are currently working on upgrading them
in stages.
My JMB has already gotten in touch with you and given
you the green light. Why aren’t you here yet?
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.
The condominium next to mine has Time coverage; when
will mine be fibered?
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 via
Live Chat
or
cs@time.com.my and
we will take it from there.
Credit card (MasterCard/Visa) if the Auto Debit
payment method is selected
What is the status of my application?
Keep up with the progress of your application
here.
Can I apply for multiple broadband subscriptions?
Yes, you can. Please reach out to us via
Live Chat
for further assistance.
What fees do I need to pay if I decide to subscribe?
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 contract plan.
RM400, RM650 or RM800 one-time charge
Applicable only to the no contract plan and is
based on your 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* – Pay-As-You-Use
Time Voice Home Lite – RM2.50/month
(additional charges may apply)
Time Voice Home Max – RM10/month (additional
charges may apply)
*No contract subscribers are only eligible for the
Time Voice Home Basic plan.
What devices do I get with my subscription?
We provide mesh-enabled routers with all our plans, featuring both WiFi 5 and WiFi 6 technologies. Based on your building type and installation requirements, you may receive:
Plan
Devices
100Mbps
1 x WiFi 5 device
500Mbps
1 x WiFi 6 router; and 1 x WiFi 6 mesh node
1Gbps
1 x WiFi 6 router; and 1 x WiFi 6 mesh node
2Gbps
1 x 2Gbps WiFi 6 router; and 2 x WiFi 6 mesh nodes
What is the Foreigner Deposit?
If you’re not a Malaysian citizen or permanent resident, you will be required to pay a deposit of RM500. This amount will be charged upfront.
If you’re on a no contract plan and convert to a 24-month subscription within 24 months of service activation, your one-time charge will be used as a foreigner deposit and the excess balance will be used to offset your bills via monthly RM50 rebates. The RM500 deposit will be fully refunded when you terminate your 24-month subscription.
Installation
Can I reschedule my installation appointment date and
time?
You can change your installation appointment and even
track the progress of your application
here.
Check out our video guide on how to track your
application and reschedule your appointment:
Can I choose my installation date?
You can choose your installation date when you sign up
online.
When is my installation date?
Check your installation date
here
or get in touch with us via
Live Chat
and we’ll give you the updates you need.
How do I know my chosen installation appointment date
and time has been confirmed?
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.
Who will carry out my installation?
A Time authorised installer will carry out the
installation.
Do I need to purchase any equipment?
We will supply an Optical Network Unit (ONU) with a
WiFi router or a wireless Optical Network Terminal
(ONT) plus installation services. You will only need
to make payment for any additional devices you add on
during signup.
Do I need to pay for installation?
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)
Can I appoint my own contractor to perform internal
wiring?
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.
Will there be any drilling involved during the
installation process?
Yes, some drilling may be necessary, but we will
request your prior approval.
Can I request Time’s authorised installer to
configure/provide IT support services for my own
router or equipment that is not provided by Time?
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.
How long does it take for Time to install and activate
my service?
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.
What type of equipment does Time provide with my
subscription?
We provide an Optical Network Unit (ONU) and a WiFi
router or a wireless Optical Network Terminal (ONT)
with every subscription.
New Subscriber Promo (100Mbps, 500Mbps & 1Gbps)
What do I get with this promotion?
As a new subscriber of Time Fibre Home, you get to enjoy:
Plan
Discount
100Mbps
First Month On Us
500Mbps
RM40 off x 6 months
1Gbps
RM50 off x 6 months
* Every 500Mbps and 1Gbps subscription comes with a free WiFi 6 router and a WiFi 6 mesh node.
How long will this promotion last?
This promotion is valid from 5 January 2023 – 5 February 2023.
Who is eligible for this promotion?
New subscribers of the Time Fibre Home 100Mbps, 500Mbps or 1Gbps subscribers on a 24-month contract.
Subscribers of the no contract plan are not eligible.
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.
What devices do I get with my subscription?
We provide mesh-enabled routers with all our plans, featuring both WiFi 5 and WiFi 6 technologies. Based on your building type and installation requirements, you may receive:
Plan
Devices
100Mbps
1 x WiFi 5 device
500Mbps
1 x WiFi 6 router; and 1 x WiFi 6 mesh node
1Gbps
1 x WiFi 6 router; and 1 x WiFi 6 mesh node
Can I upgrade/downgrade my plan after I redeem this promotion?
Yes, absolutely! What’s more, if you upgrade within the promotion period, you’ll get to enjoy the promotion attached to the new upgraded plan, be it bill rebates and/or discounted devices. However, you will forfeit the discount you initially enjoyed and your 24-month contract will be reset.
If you upgrade your plan after the promotion period, any discount you may be enjoying will continue with no contract reset.
Any downgrade will result in the forfeiture of the discount and you’ll only be able to downgrade after the first 6 months of your contract.
What if I terminate my subscription?
If you terminate your subscription within the first 6 months of your contract, you will:
Forfeit any discount you’ve been enjoying; and
Incur an early termination penalty of RM500.
If you terminate your subscription within your 24-month contract term, you will be charged a RM500 early termination penalty.
How do I sign up for this promotion?
You can sign up online via www.time.com.my or through our authorised dealers.
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?
The discounts will be deducted from your first full month’s bill or the monthly bills of your first 6 months, whichever applicable. However, other charges such as voice calls, deposits, add-ons etc still apply.
If my first month’s broadband subscription fee is free, why am I still being charged in my first bill?
The First Month On Us promotion for 100Mbps plans 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.
Pakej MyKabel (100Mbps, 500Mbps & 1Gbps)
What is Pakej MyKabel?
Pakej MyKabel is an exclusive promotion available in selected buildings that gives a RM20 monthly discount over 24 months (RM20 off x 24 months) to subscribers of Time Fibre Home 100Mbps, 500Mbps and 1Gbps on 24-month contract plans.
Where is Pakej MyKabel available?
Pakej MyKabel is available in the following locations:
PPR Kampung Baru HICOM
PPR Kerinchi
PPR Kota Damansara
PPR Lembah Subang 1
PPR Lembah Subang 2
PPR UDA Utama
PPR Taman Perling (Jalan Rawa 1)
PPR Taman Perling (Jalan Rawa 7)
How long will this promotion last?
This promotion is valid from 15 November 2022 – 28 February 2023. You’ll have to sign up within the promo period and activate your service within 2 months of your signup date.
How do I get Pakej MyKabel?
If you’re a new subscriber, you can apply online at www.time.com.my or via our Sales Ninjas.
Our Sales Ninjas will be running on-ground activities to promote Pakej MyKabel at the selected locations above. They’ll be on hand to help you get signed up so feel free to approach any of them.
If you’re already a Time Fibre Home subscriber, log into Self Care and you should see a pop-up offering the Pakej MyKabel promo.
Is there a contract period for Pakej MyKabel?
Yes, you’ll have to sign up for a 24-month contract.
Can I upgrade my plan after subscribing to Pakej MyKabel?
Yes, absolutely! You can upgrade immediately and continue to enjoy the monthly RM20 discounts for your remaining contract term with your new plan.
Can I downgrade my plan after subscribing to Pakej MyKabel?
Yes, you can, but your RM20 monthly discount will be forfeited and your contract will be reset for 24 months.
You’ll only be able to downgrade from the 7th month onwards.
If I move and relocate my service, do I still get to enjoy the promo?
Yes, as long as Pakej MyKabel is also available at your new address. Just log into Self Care, click Manage Plan > Relocate Service.
If Pakej MyKabel isn’t available at your new address, your RM20 monthly discount will be forfeited and your monthly subscription fee will return to its original retail price.
If I transfer ownership of my account, does the discount still apply?
Yes, the monthly RM20 discounts will continue for the remaining months of your contract.
I’m already a Time subscriber. Can I switch to Pakej MyKabel?
Yes, you sure can. You’ll be eligible for Pakej MyKabel after serving 6 months of your contract. But your contract will be reset for 24 months. Just log into Self Care and you should see a pop-up offering the Pakej MyKabel promo.
If you’ve finished serving your full 24-month contract, you can switch to Pakej MyKabel anytime and enter into a new 24-month contract.
Can I enjoy other promotions/offers from Time at the same time?
The Pakej MyKabel promo cannot be stacked with other promos except for the Time Fibre Home Offer for the Differently-abled (OKU).
If you’re a new Time subscriber, just sign up online at www.time.com.my or via our Sales Ninja to get the Pakej MyKabel promo. You can then apply for the OKU promo by clicking here.
If you’re an existing Time subscriber, log into Self Care to renew your plan and you’ll automatically enjoy both the Pakej MyKabel and OKU promos.
Free Touch ‘n Go eWallet Credits (500Mbps, 1Gbps & 2Gbps)
How do I get the Touch ‘n Go eWallet credits?
If you sign up for the Time Fibre Home 500Mbps, 1Gbps or 2Gbps plan between 1 November 2022 and 5 February 2023 and activate your service by 7 March 2023, you will receive a:
Plan
eWallet Credits
500Mbps
RM100
1Gbps
RM150
2Gbps
RM200
The eWallet credits is subject to availability and is
given on a first-come, first-served basis.
This promotion is only eligible for Time Fibre Home
24-month contract signups. Those subscribing to our no
contract plans are not eligible.
How long will this promotion last?
This promotion is valid from 1 November 2022 to 5 February 2023. To enjoy the promo, you must sign up during this period but your service may be activated by 7 March 2023.
If I subscribe during the promotion period but schedule the installation after the validity period, will I still be entitled to the promotion?
You will still be eligible to receive the eWallet credits as long as your service is activated by 7 March 2023. Please note that the eWallet credits is subject to availability and is given on a first-come, first-served basis.
I am not able to activate my service by 7 March 2023 due to my building management’s restrictions/other limitations. Can I still participate in this giveaway?
Unfortunately, your service has to be activated on or before 7 March 2023 in order to be eligible for this promotion.
Will I still be entitled to receive the credits if I change my plan or terminate my subscription after service activation?
Unfortunately, you will forfeit this promotion if you change your plan or terminate your subscription after service activation.
How will I know if I’ll be receiving the eWallet credits?
We will reach out to you via email within 7 working
days of your service installation date to inform you
of your eligibility. The eWallet credits will be
delivered electronically to the subscriber’s
registered email address by 7 April 2023.
When will I receive the eWallet credits?
The eWallet credits will be delivered electronically to the subscriber’s registered email address by 7 April 2023.
How do I use the eWallet credits?
You can only use the credits via the Touch ‘n Go eWallet app. All you have to do is key in the reload code to top up your eWallet credit. Please note that the eWallet credits cannot be refunded, converted or exchanged for cash.
How long are the eWallet credits valid for?
The credits validity period will be stated in the
email you receive with the code. Remember to use it
before it expires as the credits will not be renewed
under any circumstances.
It will also not be replaced/reimbursed if lost or
stolen.
Can I enjoy other promotions/offers from Time
concurrently?
You will only be eligible for the Touch ‘n Go eWallet credits and the promotions currently running for our 500Mbps and 1Gbps plans under the New Subscriber Promo if you sign up online via www.time.com.my.
The eWallet credits is subject to availability and is given on a first-come, first-served basis.
Time Fibre Home Offer for the Differently-abled
(OKU)
What is this offer about?
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 bill for as long as they remain Time
subscribers.
Who is eligible for this offer?
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.
I’m interested. How do I subscribe?
Eligible subscribers may reach us via these channels:
Is this plan available for Astro IPTV subscribers?
No, this plan is not applicable to Astro IPTV
subscribers.
I am an existing Time Fibre Home subscriber.
Can I enjoy this offer?
For existing customers who wish to subscribe to this
service, please submit your request via Self Care.
Log in to
SelfCare
> Manage Plan > Other Modification > Convert to a
PWD/OKU Plan
Can I enjoy other promotions/offers from Time
concurrently?
Yes, you can enjoy this promotion with other
promotions that we are running.
For example, the RM10 off OKU offer stacked with a
RM10 off x 24 months promo means that you can enjoy
RM20 off every month. However, the latter will expire
after 24 months but your OKU offer continues for as
long as you are our subscriber.
Will I receive any backdated discount if I’ve been
using Time before this?
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.
If I transfer ownership of my subscription to a
differently-abled person, will he/she be entitled for
the promotion?
Yes, they can enjoy the promotion as long as they are
registered as a Person(s) with Disabilities or Orang
Kelainan Upaya (OKU) with a valid OKU card.
How will I know if I’ve received the discount?
You will see the amount deducted in your bill under
the discount section.
Hook Up and Earn Programme (HUAE)
Who is eligible for this programme?
All Time Fibre Home subscribers who have had their
service activated will be eligible for this programme.
What is the duration of this programme?
This programme is valid from 29 September 2017 until
further notice, so start referring your family and
friends while it lasts!
How do I refer a friend?
Retrieve your unique link by logging into your
Self Care
by heading over to Rewards > Hook Up & Earn. Send your
referral link to your friends for them to sign up for
Time Fibre Home.
What do I get if I successfully refer a friend?
For every successful referral, you will get a RM100
bill discount which will offset your monthly recurring
broadband charges. Your friend’s service has to be
activated to be considered a successful referral and
the bill discount will be reflected in your next bill.
Is there a limit to the number of friends that I can
refer?
There is no limit to the number of friends that you
can refer, so you can refer as many friends as you
want.
If I have successfully referred 3 friends this month,
do I get RM300 bill discount in my next bill?
This depends on your monthly recurring broadband
charges. If your monthly recurring broadband charges
is less than RM300, the bill discount balance will be
brought forward to the subsequent bill statement.
Would I know whether my friend has signed up with
Time?
You will receive an email notification once when your
friend successfully signs up to Time Fibre Home and
one more time when your friend’s service has been
successfully activated.
When will the RM100 discount be reflected in my bill
statement?
It depends on when you will receive your monthly bill
statement and when your friend’s service gets
activated. The RM100 bill discount may take up to 45
days to be reflected in your bill statement.
How do I check the status of my referrals?
To check the status of your referrals, log in to your
Self Care
and head over to Rewards > Hook Up & Earn > Referral
Status.
What happens if I terminate my subscription?
Once your subscription is terminated, you will not be
able to continue enjoying the bill discounts. All
discounts from new referrals or any discount balance
brought forward from the previous bill will be
forfeited.
Time Rewards
What is Time Rewards?
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 the
Time Internet App.
How does Time Rewards work?
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!
Am I eligible to participate in Time Rewards
programme?
You will need to be an active Time Fibre Home
subscriber with the Time Internet App to be eligible
to participate in Time Rewards. Download and install
now:
When will the rewards be up for grab?
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.
I missed the reward this month. Can I claim my reward
next month?
You are eligible to claim the reward, provided that
you have not claimed any reward yet this year.
Can I transfer my reward to someone else?
The reward claimed is non-transferable. You are
required to present your reward voucher at
participating merchant’s outlet for redemption and
validation.
My reward voucher was not accepted or redeemable at
the participating merchant’s outlet. What should I do?
Please talk to us via
Live Chat
and we’ll figure it out together.
Why was I not able to grab the reward from Self Care?
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:
What is Self Care?
Self Care
is our self-service portal that 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.
Watch our quick video guide showing you how to log in
to Self Care:
What can I do on Self Care?
You can:
View your profile and subscribed service(s)
View and pay your bills
Apply for Auto Debit payment method
Change your subscription plan
Access special offers and privileges
And more!
Here’s how you can log in to
Self Care
and try out all the features for yourself:
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.
Otherwise, you can go to Self Care, click “Register”
and follow the onscreen instructions.
What is my Self Care username?
Your default Username is your MyKad or passport
number. This cannot be changed.
Where do I check and download my itemised bills?
Log in to
Self Care
> Bills. All your previous bills will be listed here
and are available to view and download.
Watch our step-by-step video:
I have multiple accounts. How do I view all of them
using the same login ID?
You can merge or unmerge your accounts via
Self Care
> Manage Plan > Other Modifications. Just fill in the
form and submit the request.
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.
What is the Time Internet app?
The Time Internet App is our all-in-one app that lets
you manage your account and take control of your WiFi
whenever and wherever you need. With just a few taps
of your finger, you can:
Customise your WiFi experience via the Control Hub*
Shop our Devices range
Pay your bills and manage Auto Debit
Redeem awesome rewards
Talk to us via Live Chat
*Some features are only available on selected Huawei routers/mesh nodes.
Who can use the app?
The app is available to all Time Fibre Home customers.
Download it now:
Where can I download the app?
You can download the Time Internet app for free at the
Google PlayStore, Apple App Store and Huawei App
Gallery.
Download it now:
How do I log in to the app?
Download and open the Time Internet app. You can log
in using the same username and password as your Self
Care.
Otherwise, click “Register” and follow the on-screen
instructions.
Please note that your default username is your
MyKad/passport number and cannot be changed.
How do I change my password?
Click on the three horizontal lines on the top left of
your screen. This will bring up the side bar. From
there, click “View Profile” and then tap on “Change
Password”. Input your new password and tap on “Save”.
We recommend that you refresh your password 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.
My app doesn’t seem to be working properly. What can I
do?
If you encounter any issues with the app or want to
provide feedback, reach out to us via Live Chat. You
can access
Live Chat
by tapping on the button within the app or clicking
here.
Control Hub
What is the Control Hub and how can I use it?
The Control Hub is a comprehensive suite of features
within the Time Internet app that lets you manage and
customise your home network to suit your needs.
The full Control Hub features are listed below. Just
click on the desired feature to open up a step-by-step
user guide.
Quick Diagnostics
WiFi Configuration
Parental Controls
Device Installation
*These features are only available on selected Huawei routers/mesh nodes.
I am using a TP-Link/D-Link/Linksys device. Why can’t
I see the Control Hub features? How do I get it?
The Control Hub features vary with device models. Some
features are not available on older devices.
We recommend upgrading to the latest devices to access
the full suite of tools. Check out our range of
devices on
Self Care. If you’ve been with us for more than 12 months, you
are eligible for free devices upon a contract renewal.
What are PPPoE credentials and how do I get them?
Simply put, Point-to-Point Protocol over Ethernet
(PPPoE) is the technology that enables us to deliver
you the Internet and the PPPoE username and password
are typically used to configure your modem or router.
To get your PPPoE credentials, all you have to do is
tap on the “PPPoE Credentials” button on the Control
Hub screen to view your username and password
Bill Payment
How do I pay my bill on the Time Internet app?
All you have to do is open up your app and tap on “Pay
Now”.
Or watch this handy step-by-step video guide:
What are the payment methods are available in app?
You can pay one of three ways on the app:
Internet Banking (FPX)
Auto Debit (Save RM2 monthly bill)
E-wallet (Grab, Touch n’ Go, Boost)
I paid my bill via the Time Internet app. When will my
payment be reflected on the app?
Upon successful payment, you will receive a payment
notification via your registered email. Your account
balance in the app should be updated within a few
minutes. In some cases, it may take up to 24 hours.
If your account balance is not updated after 24 hours,
please contact us for assistance via
Live Chat
with your “Receipt No” from the payment notification
email ready.
Where is 2Gbps available?
2Gbps is currently only available in selected
buildings in these three locations:
Mont Kiara, Segambut and Desa Park City.
But fret not, we are working on bringing it to more
places soon.
Where will you expand 2Gbps coverage to next?
We are rolling out 2Gbps in stages to several more
locations in the coming months.
Why is it only available in selected locations?
Launching 2Gbps means that we have to upgrade our
existing infrastructure to accommodate the new speed.
We have identified Time-ready buildings in various
locations and are currently working on upgrading them
in stages.
How do I subscribe to 2Gbps?
You can apply
online
or via our authorised distributors. But first, you can
check if 2Gbps is available in your building
here.
Is there a contract period for the 2Gbps plan?
Yes, a 24-month contract is applicable to all 2Gbps
plans. The no contract option is not available for
this plan.
Can I upgrade to 2Gbps?
Yes, absolutely! As long as 2Gbps is available in your
building. Just log in to
Self Care, click Manage Plan > Change Broadband Plan.
Can I downgrade to a lower speed?
Yes, for sure. But do take note that you won’t be
allowed to downgrade your plan within the first 6
months of your contract. You can only do so from the
7th month onwards.
If you downgrade your plan, your contract will reset
for another 24 months.
Can I relocate my 2Gbps plan to a new address?
Yes, as long as 2Gbps is also available at your new
address. You can log in to
Self Care
to check for coverage.
What if I terminate my subscription?
If you terminate your subscription within your
24-month contract, you will be subject to an early
termination penalty equivalent to the total fees of
your
remaining contractual months.
This applies to your 2Gbps subscription and any
lower speed plan you’ve downgraded to.
There is no penalty for cancelling your service once
you are out of contract.
I’m on the 2Gbps plan but my speed is nowhere close.
What’s the deal?
The best way to achieve high speeds and performance is
to use a wired connection. Here’s what you need to
take note of:
The 2.5Gbps LAN port on the router. It’s labelled on
the device.
The 2.5Gbps LAN port on your personal device. If you
don’t have one, you can purchase a USB-C to 2.5Gbps
ethernet adapter separately.
A Cat5e or above LAN cable.
All you need to do next is connect your personal
device to the router using the LAN cable and you
should be seeing much higher speeds.
What router or devices are you providing with the
2Gbps plan?
We provide the followin devices with every 2Gbps
subscription:
– 1 x 2Gbps WiFi 6 router; and
– 2 x WiFi 6 mesh nodes.
The router features a 2.5Gbps LAN port that can
support speeds up to 2Gbps while the mesh nodes widen
your WiFi coverage at home.
How many LAN ports does the router have
The 2Gbps router has 4 LAN ports, including one (1)
2.5Gbps port.
Is the router compatible with your other devices?
Yes, our 2Gbps router is compatible with our WiFi 5
and WiFi 6 Huawei devices, namely the Huawei WA8021V5
and HG8145X6.
Do we really need 2Gbps?
We create and consume more and more data with each
passing year. By introducing 2Gbps now, we are ready
to serve Malaysians as their demand for bandwidth
grows.
How fast can 2Gbps be? Will it be noticeably different
from 1Gbps?
A high bandwidth plan like 2Gbps means it can support
more devices and more concurrent activities like
streaming and gaming. Whether your household is large
or if you’re multitasking on several platforms, you
won’t have to compromise on Internet speed.
How do I get these devices?
You will receive complimentary routers with every new
subscription of Time Fibre Home and will also have the
option to add on more devices during the signup
process.
If you’re an existing Time Fibre Home subscriber, you
can purchase our devices from the
Self Care
shop or renew/upgrade your plan to redeem free
devices.
What type of router or devices does Time provide with every subscription?
We provide mesh-enabled routers with all our plans, featuring both WiFi 5 and WiFi 6 technologies. Based on your building type and installation requirements, new subscribers may receive:
Plan
Devices
100Mbps
1 x WiFi 5 device
500Mbps
1 x WiFi 6 router; and 1 x WiFi 6 mesh node
1Gbps
1 x WiFi 6 router; and 1 x WiFi 6 mesh node
2Gbps
1 x 2Gbps WiFi 6 router; and 2 x WiFi 6 mesh nodes
If you are an existing subscriber who has recontracted, we will provide you:
Plan
Devices
100Mbps
1 x WiFi 5 device
500Mbps
1 x WiFi 6 router; and 1 x WiFi 6 mesh node
1Gbps
1 x WiFi 6 router; and 1 x WiFi 6 mesh node
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 home.
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. Just opt for the router upgrade at RM99
when you’re signing up with us. 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)
2Gbps WiFi 6 router (Huawei HN8245X6)
WiFi 5 router (Huawei HG8145V5)
✓
✘
✘
✘
WiFi 5 mesh node (Huawei WA8021V5)
✓
✘
✓
✓
WiFi 6 mesh node/router (Huawei HG8145X6)
✓
✘
✓
✓
2Gbps WiFi 6 router (Huawei HN8245X6)
✓
✘
✓
✘
WiFi 5 mesh node (TP-Link EC440)
✘
✓
✘
✘
TP-Link EC230
✘
✘
✘
✘
D-Link 882
✘
✘
✘
✘
Other models
✘
✘
✘
✘
Will my entire house be able to get WiFi?
Whole-home WiFi coverage depends 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 because of:
Environmental factors – include building materials,
physical objects, and obstacles.
Network conditions – include local interference,
volume and density of traffic, product location,
network complexity, and network overhead.
Client limitations – include rated performance,
location, and connection quality.
How do I install the devices?
Our Tech Ninjas or Time authorised installers will do
it for you.
Is there a warranty period for the devices?
Equipment
Limited Warranty Period
All routers and mesh nodes supplied by Time
2 years
DECT Phone
1 year
ONU
Lifetime
Fee Devices and Monthly Discounts
What is the loyalty programme about?
This campaign is our way of thanking our long-time
subscribers with awesome deals valued up to RM808 that
not only offer more savings but a better home Internet
experience.
Eligible 100Mbps subscribers have the option to redeem
a free OmniMesh device with a contract renewal and/or triple
their speed to 300Mbps with a free OmniMesh device for
an additional RM10/month. This gives them an option to
get more bandwidth to keep up with increased usage
and/or a bigger household as well as to optimise their
home WiFi network.
Eligible 500Mbps and 1Gbps subscribers, who are
already on our higher bandwidth plans, get to enjoy
discounts on their subscription fees and/or redeem
free OmniMesh devices to optimise their WiFi network with a
24-month contract renewal.
How long is this promotion valid for?
This promotion is valid from 28 July 2021 until
further notice.
How do I check if I’m eligible?
Just log in to
Self Care
to check out what we’ve got in store for you!
When will my new broadband subscription fee take
effect?
The new subscription fee will take effect in your next
bill.
Are there any other charges I need to be aware of?
You will be billed for voice service usage, purchase
of device(s) and subscription fee(s) for other
value-added service(s), if any.
During this promotion, can I enjoy other
promotions/offers from Time as well?
You are eligible for only 1 promotion at any time.
Upon acceptance of this promotion, you will not be
able to change or select other promotions.
What is mesh WiFi and how does it extend my home
coverage?
We offer a range of mesh-ready of mesh routers and
nodes that when paired, deliver consistent speeds
across your home.
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 home. By placing mesh nodes in strategic spots
throughout your home, you can create a seamless,
stable WiFi network that keeps you connected no matter
which room you’re in.
Find out more about our devices by visiting
www.time.com.my/for-home/devices.
When will I receive my free devices?
We will deliver and install the device for you on the
appointment date you have selected in Self Care.
Can I change my plan after I redeem the discount/free
devices
Yes, you can, but you will forfeit the RM20 monthly
discount if you have taken up the 300Mbps offer.
For 500Mbps and 1Gbps subscribers who have taken up
the 24-month contract renewal offer, you can still
enjoy the RM10 monthly discount if you opt for an
upgrade but downgrades will result in the forfeiture
of this monthly discount.
Please note that you will not be allowed to downgrade
your plan within the first 6 months of your contract
for all deals listed under this loyalty campaign. The
downgrade option will be made available from the 7th
month onwards.
What if I terminate my plan after I redeem the
discount/free devices?
If you terminate your subscription within the first 6
months of your contract, you will incur a device
penalty equivalent to the value of the one (1) free
mesh node. This penalty does not apply to the router.
If you terminate your plan within your 24-month
contract tenure, you will be subject to a RM500
termination penalty.
Can I reschedule my appointment?
Yes, you can reschedule your appointment up to three
(3) times via
Self Care.
Philips Air Purifier Redemption
What do I get with this redemption?
Existing Time Fibre Home 500Mbps or 1Gbps subscribers
who have been with us for 20 months or longer are
eligible to receive a Philips Air Purifier 800 Series
AC0820/30 worth RM689.
The device is given on a first-come, first-served
basis, while stocks last.
How long is this promotion valid for?
This promotion starts from 29 June 2022 until stocks
run out. Device is given on a first-come, first-served
basis.
How do I check if I’m eligible?
Just log in to
Self Care
to check out what we’ve got in store for you.
During this promotion period, can I enjoy other
promotions/offers from Time as well?
You are eligible for only one (1) promotion at any
time. Upon acceptance of this promotion, you will not
be able to change or select other promotions.
When will I receive my free device?
The Philips air purifier will be delivered to you
within 21 working days from the date of payment of
your new contract’s first bill. It will be sent via
our delivery partner.
Can I change my plan after I redeem the free device?
Yes, you can, but please note that you will not be
allowed to downgrade your plan within the first 6
months of your contract for all deals listed under
this loyalty campaign. The downgrade option will be
made available from the 7th month onwards.
What if I terminate my plan after I redeem the free
device?
If you terminate your subscription within the first 6
months of your contract, you will incur a device
penalty of RM500 on top of an early termination
penalty of RM500.
If you terminate your plan within your 24-month
contract tenure, you will be subject to a RM500
termination penalty.
Who do I contact for maintenance, repair or warranty
updates?
Register your device with Philips via
their website
and visit their
support page
for any questions or assistance with their products.
How long is the warranty?
The warranty for the Philips air purifier is covered
by the manufacturer for 2 years. Please register the
device online via
their website.
How do I check on the delivery status of the device?
Our delivery partner will send you an SMS with a
tracking number. Alternatively, you can give them a
call at
03-79832020 to check on
your delivery status by passing the e-business team
your tracking number.
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 to here.
Tips And Tricks
Get Started
Here’s a handy guide for you to get to know our services
and features.