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.

We are rolling out 2Gbps in stages to several more locations in the coming months.

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.

You can apply online or via our authorised distributors. But first, you can check if 2Gbps is available in your building here.

Yes, a 24-month contract is applicable to all 2Gbps plans. The no contract option is not available for this plan.

Yes, absolutely! As long as 2Gbps is available in your building. Just log in to Self Care, click Manage Plan > Change Broadband Plan.

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.

Yes, as long as 2Gbps is also available at your new address. You can log in to Self Care to check for coverage.

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.

The best way to achieve high speeds and performance is to use a wired connection. Here’s what you need to take note of:

1. The 2.5Gbps LAN port on the router. It’s labelled on the device.
2. 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.
3. 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.

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.

The 2Gbps router has 4 LAN ports, including one (1) 2.5Gbps port.

Yes, our 2Gbps router is compatible with our WiFi 5 and WiFi 6 Huawei devices, namely the Huawei WA8021V5 and HG8145X6.

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.

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.

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.

If you’re relocating to another unit within the same building, you may select “Outdoor Relocation”. Please find further details below:

Please reach out to us via Live Chat to withdraw the submission.

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.

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.

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.

Just scroll down on your Self Care homepage to “Recent Activities” and look for a “Reschedule” button.

On your Self Care dashboard, click Manage Plan > Transfer Ownership. Fill in the form and submit your request.

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.

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.

No, as the deposit that you have paid will be refunded to you via bank transfer.

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.

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.

The request will be processed within 7 working days.

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.

There are no penalty charges for plan modifications, but any discounts you may currently be enjoying will not be carried over to your new plan. Please refer to the table below for more details. 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.

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.

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.

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.

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.

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.

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: If you are an existing subscriber who has recontracted, we will provide you:

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.

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.

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.

The best way to achieve high speeds and performance is to use a wired connection. Here’s what you need to take note of:

1. The 2.5Gbps LAN port on the router. It’s labelled on the device.
2. 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.
3. 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.

We recommend up to 3 mesh nodes for a complete whole home WiFi set up.

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

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.

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:

1. If your device functions as a router, 1 port will be used to connect to the ONU. If your device functions as a mesh node, 1 port can be used to connect to Huawei HN8245X6/HG8145X6/HG8145V5/WA8021V5 device if needed.
2. The Huawei HN8245X6 includes one (1) 2.5Gbps LAN port
3. 1 port can be used to connect to the TP-Link EC440 router if needed.

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.

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.

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.

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.

Unfortunately, any request for a return/refund/exchange will not be entertained as all purchases are final.

Our Tech Ninjas or Time authorised installers will do it for you.

For new subscribers or existing subscribers who have upgraded and/or renewed their contract and received free devices as part of their plan or 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.

You may keep the devices regardless of early termination or contract expiration.

By default, the WiFi 6 (Huawei HG8145X6) device works as a wireless Optical Network Terminal (ONT) or a 2-in-1 device which combines router and Optical Network Unit (ONU) capabilities. That means that you just need 1 device to connect to the Internet, rather than the 2 (router and ONU) typically needed. Another feature of the WiFi 6 device is that it can function as a router or a mesh node. So, if you already have an existing ONU or encounter building limitations that require you to use one, you can switch your WiFi 6 device to router mode. Similarly, if you wish to use your WiFi 6 device as a mesh node to extend coverage, you can follow the same steps.

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

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

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.

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.

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.

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.

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:

1. Try switching your router off and on again. This will clear your device’s cached data.
2. Check out Time Hacks for tips on making the most of your Internet.
3. 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.
4. Watch this video to find out how you can improve your WiFi speed.

For more details about what your router lights indicate, click here.

If you’ve been with us for at least 12 months and we have not upgraded your router during this time, you’re eligible for a complimentary upgrade now. Don’t worry if you do not fulfill this criteria, you’re still able to purchase a new router in our shop. You can head to Self Care Self Care to complete your request for either option.

The best way to achieve high speeds and performance is to use a wired connection. Here’s what you need to take note of:

1. The 2.5Gbps LAN port on the router. It’s labelled on the device.
2. 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.
3. 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.

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.

If you can’t find your device model in the table above, get in touch with us via Live Chat for further assistance.

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.

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:

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:

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:

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:

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.

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 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:

When you register for Auto Debit, you’ll receive a monthly RM2 rebate off your bills.

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.

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:

The RM1 is charged to your card to verify that your debit/credit card is active and that you are the cardholder. In the case of credit cards, the amount is not charged to your card and won’t be reflected in your statement. For debit cards, you will see a RM1 deduction from your account that will be reimbursed to you within two weeks.

Yes, any outstanding balance will have to be cleared in order to complete your Auto Debit registration. If you would like to make payment for your outstanding balance using another method, you can have a look at this list of available payment methods. Once you’ve made payment for your outstanding balance, you can try again to register for Auto Debit on Self Care.

Yes, in fact, it is one of the safest ways to make payment. Information is stored in a Payment Card Industry – Data Security Standard (PCI – DSS) certified data centre. Each payment also goes through a 3D Secure check which adds a layer of authentication for online payments. You will see this as Verified by Visa and MasterCard SecureCode.

Not necessarily. As long as the card owner has given consent and registration of the card passes the 3D Secure check.

Upon successful registration, we’ll send an email to the email address you have registered with us.

When you’ve successfully registered for Auto Debit, payments will be charged to your debit/credit card from the next bill cycle onwards.

Depending on your bill cycle, the Auto Debit deduction will be made before the due date of your bill.

Just log in to Self Care and you’ll be able to make any changes to the debit/credit card you’ve registered for Auto Debit. If you cancel your Auto Debit registration, you won’t be able to enjoy the monthly RM2 rebates anymore. You can make payment through any of the other available payment methods.

We will make a second attempt to charge your card 7 days following the last failed transaction. Should the second attempt fail, we recommend you make payment through other available payment methods to avoid service interruption.

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 an upfront fee. This plan is available exclusively on our website.

1. You are not entitled to promotions if you subscribe to a no contract plan.
2. The no contract plan is not available for the 2Gbps 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.

No, subscribers to this plan are not eligible for any promotions or discounts.

Subscribers to this plan are automatically subscribed to the Time Voice Home Basic (pay-as-you-use) voice plan.

No, this is not possible. The no contract plans are for new subscribers only.

No, this is not possible. However, if you convert your plan to a 24-month contract plan within 24 months of service activation, you will receive a monthly rebate.

At least one (1) month after service activation, you can convert your plan via Self Care > Manage Plan > Change Broadband Plan.

Your upfront fee will be used to offset your bills via monthly rebates of RM50 if you convert your no contract plan to a 24-month subscription within 24 months of service activation For Malaysian subscribers of the 100Mbps and 500Mbps plans, this process will take place over eight (8) months while for 1Gbps subscribers, it will be over 10 months. For non-Malaysian subscribers, the upfront fee will be used as the foreigner deposit. Standard deposit refund rules apply as above.

Auto Debit is required to sign up for this plan as standard billing is not supported.

Yes, you can add 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 the WiFi 6 router 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.

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.

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.

Full list of IDD call rates here.

You can change your Time Voice Home Basic plan by selecting either Time Voice Home Lite or Time Voice Home Max at the point of subscription. If you want to make changes to your Time Voice plan after subscription, just 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.

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.

No, all additional voice lines will be accessed exclusively via the Time Voice app. Just follow the simple steps below:

1. Download the Time Voice app on the Google Play Store or Apple App Store.
2. Log in to your Self Care and click “Activate Time Voice App” to generate a unique QR code.
3. Launch the app and scan the QR code to access your additional voice line.

Now you can make and receive calls on your landline through your mobile phone.

Yes, download our Time Voice App on the Google Play Store or Apple App Store and carry your land line with you wherever you go on your mobile phone.

1. Receive landline calls on your mobile phone.
2. The same call rates apply no matter where you are.
3. Accessible on six (6) Android/iOS devices. For more than six (6) devices, please reach out to us via Live Chat.

Your device must be operating on Android 2.3.3 or iOS 8.0 or newer.

The app is only available for Time Fibre Home subscribers who have a Time Voice line. A unique QR code is required to activate the service.

1. Download Time Voice App from the Google Play Store or Apple App Store.
2. Log in to Self Care and click on ‘Activate Time Voice App’ under Voice.
3. Launch the app on your mobile and scan the QR code to activate your service.

The app can be downloaded free-of-charge but all calls made via the app are chargeable at the prevailing call rates of your Time Voice service.

Each device requires its own unique QR code, which can be generated on Self Care. Once you’re logged in, click on ’Activate Time Voice App’ under Voice. Click the ’Generate QR Code’ button, then launch the app and scan the new QR code to activate your service. Do note that you’re only able to connect up to six (6) devices to Time Voice App.

You need to retrieve a new QR code on Self Care. Once you’re logged in, click on ’Activate Time Voice App’ under Voice. Click the ’Generate QR Code’ button, then launch the app and scan the new QR code to activate your service. Do note that you’re only able to connect up to six (6) devices to Time Voice App

In the unfortunate event of a lost or stolen phone, reach out to us via Live Chat to deactivate your account.

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.

Yes. Calls to the following numbers are free of charge

Yes. Calls to these numbers are free of charge. Befrienders Talian Kasih

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.

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.

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.

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.

We are rolling out 2Gbps in stages to several more locations in the coming months.

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.

It typically takes about 6 months to extend our coverage. Please bear with us while we work on delivering our service to you. If there hasn’t been an update, get your JMB to drop us an email at cs@time.com.my with your building name and details of their last communication with us and we’ll look into it.

While we would love to serve all condominiums, at times we are unable to gain access for various reasons. Do ask your JMB to get in touch with us via Live Chat or cs@time.com.my and we will take it from there.

1. Online via www.time.com.my/for-home.
2. Through a Time authorised dealer.

1. Contact your current broadband provider to start the termination process.
2. Be mindful of any penalties incurred if your termination is within the contract period.
3. Now you can get on your new speeds with us here!

1. MyKad or passport for non-Malaysians
2. Credit card (MasterCard/Visa) if the Auto Debit payment method is selected

Keep up with the progress of your application here.

Yes, you can. Please reach out to us via Live Chat for further assistance.

*No contract subscribers are only eligible for the Time Voice Home Basic plan.

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:

You can choose your installation date when you sign up online.

Check your installation date here or get in touch with us via Live Chat and we’ll give you the updates you need.

You will receive an email stating your installation date and time. An SMS will also be sent to you a day before your installation date.

A Time authorised installer will carry out the installation.

We will supply an Optical Network Unit (ONU) 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.

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.

Yes, however, we recommend that only Time-authorised installers perform any installation-related work to ensure that they are completed properly and to the highest level of quality. All costs incurred are payable directly to the Time-appointed installer.

Yes, some drilling may be necessary, but we will request your prior approval.

Yes. This is chargeable at RM80 per hour up to a maximum of RM300 per day, and is payable directly to the Time-appointed installer.

Installation can take 2 to 4 hours depending on the type of unit you live in. The installation process involves a site survey, ducting, piping, electrical work, equipment configuration and testing.

We provide an Optical Network Unit (ONU) and a WiFi router or a wireless Optical Network Terminal (ONT) with every subscription.

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.

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)

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.

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.

Yes, you’ll have to sign up for a 24-month contract.

Yes, absolutely! You can upgrade immediately and continue to enjoy the monthly RM20 discounts for your remaining contract term with your new plan.

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.

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.

Yes, the monthly RM20 discounts will continue for the remaining months of your contract.

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.

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.

As a new subscriber of Time Fibre Home, you get to enjoy:

This promotion is valid from 1 November 2022 – 31 December 2022.

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.

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.

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.

If you terminate your subscription within the first 6 months of your contract, you will:

• Forfeit any discount you’ve been enjoying;
• Incur a device penalty equivalent to the value of the free WiFi 5 mesh node (RM169); 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.

You can sign up online via www.time.com.my or through our authorised dealers.

Yes, you will still be entitled to the promotion as long as you sign up within the promotion period. However, if the installation has not taken place within 2 months of your subscription date, your application will be automatically withdrawn and you will no longer be entitled to the promotion.

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.

The free device will be installed by us free of charge during service activation.

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.

If you sign up for the Time Fibre Home 500Mbps, 1Gbps or 2Gbps plan between 1 November 2022 and 31 December 2022 and activate your service by 31 January 2023, you will receive a: 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.

This promotion is valid from 1 November 2022 to 31 December 2022. To enjoy the promo, you must sign up during this period but your service may be activated by 31 January 2023.

You will still be eligible to receive the eWallet credits as long as your service is activated by 31 January 2023. Please note that the eWallet credits is subject to availability and is given on a first-come, first-served basis.

Unfortunately, your service has to be activated on or before 31 January 2023 in order to be eligible for this promotion.

Unfortunately, you will forfeit this promotion if you change your plan or terminate your subscription after service activation.

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 28 February 2023.

The eWallet credits will be delivered electronically to the subscriber’s registered email address by 28 February 2023.

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.

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.

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.

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.

Malaysian citizens who are registered as OKU by the Department of Social Welfare Malaysia (Jabatan Kebajikan Masyarakat) are eligible. Subscribers must include a copy of their Malaysian IC and valid OKU card in their application.

Eligible subscribers may reach us via these channels:

• Live Chat
• Facebook

No, this plan is not applicable to Astro IPTV subscribers.

For existing customers who wish to subscribe to this service, please submit your request via Self Care. Log in to SelfCare > Manage Plan > Other Modification > Convert to a PWD/OKU Plan

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.

No backdated discount will be given. However, you’ll be able to enjoy the discount for as long as you’re subscribed to our service.

Yes, 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.

You will see the amount deducted in your bill under the discount section.

All Time Fibre Home subscribers who have had their service activated will be eligible for this programme.

This programme is valid from 29 September 2017 until further notice, so start referring your family and friends while it lasts!

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.

For every successful referral, you will get a RM100 bill discount which will offset your monthly recurring broadband charges. Your friend’s service has to be activated to be considered a successful referral and the bill discount will be reflected in your next bill.

There is no limit to the number of friends that you can refer, so you can refer as many friends as you want.

This depends on your monthly recurring broadband charges. If your monthly recurring broadband charges is less than RM300, the bill discount balance will be brought forward to the subsequent bill statement.

You will receive an email notification once when your friend successfully signs up to Time Fibre Home and one more time when your friend’s service has been successfully activated.

It depends on when you will receive your monthly bill statement and when your friend’s service gets activated. The RM100 bill discount may take up to 45 days to be reflected in your bill statement.

To check the status of your referrals, log in to your Self Care and head over to Rewards > Hook Up & Earn > Referral Status.

Once your subscription is terminated, you will not be able to continue enjoying the bill discounts. All discounts from new referrals or any discount balance brought forward from the previous bill will be forfeited.

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.

Log in to Time Internet App on the 15th of the month from 12am to grab your share. Rewards are available on a first-come, first-served basis, so act fast before they are fully grabbed. Please note that each customer is only eligible for one reward each year. Once the reward has been successfully grabbed, it will be saved under “Rewards” page. Be sure to redeem your rewards at the participating outlets before the voucher expires!

You will need to be an active Time Fibre Home subscriber with the Time Internet App to be eligible to participate in Time Rewards. Download and install now:

The rewards will be up for grab on the 15th of every month from 12am, but it is only valid for customers who have not grabbed their reward this year. Log in to Time Internet App early on that day to ensure you do not miss the reward.

You are eligible to claim the reward, provided that you have not claimed any reward yet this year.

The reward claimed is non-transferable. You are required to present your reward voucher at participating merchant’s outlet for redemption and validation.

Please talk to us via Live Chat and we’ll figure it out together.

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:

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:

You can:

1. View your profile and subscribed service(s)
2. View and pay your bills
3. Apply for Auto Debit payment method
4. Change your subscription plan
5. Access special offers and privileges
6. And more!

Here’s how you can log in to Self Care and try out all the features for yourself:

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.

Your default Username is your MyKad or passport number. This cannot be changed.

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:

You can merge or unmerge your accounts via Self Care > Manage Plan > Other Modifications. Just fill in the form and submit the request.

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.

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.

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.

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.

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:

1. Customise your WiFi experience via the Control Hub*
2. Shop our Devices range
3. Pay your bills and manage Auto Debit
4. Redeem awesome rewards
5. Talk to us via Live Chat

*Features may vary with different device models.

The app is available to all Time Fibre Home customers. Download it now:

You can download the Time Internet app for free at the Google PlayStore, Apple App Store and Huawei App Gallery. Download it now:

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.

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.

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.

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.

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.

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.

1. Quick Diagnostics
2. WiFi Configuration
3. Parental Controls
4. Device Installation

*Features may vary with different device models.

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.

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

All you have to do is open up your app and tap on “Pay Now”. Or watch this handy step-by-step video guide:

You can pay one of three ways on the app:

1. Internet Banking (FPX)
2. Auto Debit (Save RM2 monthly bill)
3. E-wallet (Grab, Touch n’ Go, Boost)

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.

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.

We are rolling out 2Gbps in stages to several more locations in the coming months.

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.

You can apply online or via our authorised distributors. But first, you can check if 2Gbps is available in your building here.

Yes, a 24-month contract is applicable to all 2Gbps plans. The no contract option is not available for this plan.

Yes, absolutely! As long as 2Gbps is available in your building. Just log in to Self Care, click Manage Plan > Change Broadband Plan.

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.

Yes, as long as 2Gbps is also available at your new address. You can log in to Self Care to check for coverage.

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.

The best way to achieve high speeds and performance is to use a wired connection. Here’s what you need to take note of:

1. The 2.5Gbps LAN port on the router. It’s labelled on the device.
2. 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.
3. 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.

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.

The 2Gbps router has 4 LAN ports, including one (1) 2.5Gbps port.

Yes, our 2Gbps router is compatible with our WiFi 5 and WiFi 6 Huawei devices, namely the Huawei WA8021V5 and HG8145X6.

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.

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.

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.

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: If you are an existing subscriber who has recontracted, we will provide you:

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.

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.

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.

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

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.

Our Tech Ninjas or Time authorised installers will do it for you.

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.

This promotion is valid from 28 July 2021 until further notice.

Just log in to Self Care to check out what we’ve got in store for you!

The new subscription fee will take effect in your next bill.

You will be billed for voice service usage, purchase of device(s) and subscription fee(s) for other value-added service(s), if any.

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.

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.

We will deliver and install the device for you on the appointment date you have selected in Self Care.

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.

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.

Yes, you can reschedule your appointment up to three (3) times via Self Care.

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.

This promotion starts from 29 June 2022 until stocks run out. Device is given on a first-come, first-served basis.

Just log in to Self Care to check out what we’ve got in store for you.

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.

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.

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.

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.

Register your device with Philips via their website and visit their support page for any questions or assistance with their products.

The warranty for the Philips air purifier is covered by the manufacturer for 2 years. Please register the device online via their website.

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.

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.

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.

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:

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.

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.

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.