GET HELP WITH YOUR HOME INTERNET

Having issues with your home Internet? Look at our FAQs and tips for help.

Frequently Asked Questions

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*

*We’ll waive this fee if you’ve been with Time for longer than 24 months.

Can my relocation fee be waived?

Yes, only if you’ve been a Time customer for longer than 24 months and move to a different address (outdoor relocation).

You can only get this waiver once per broadband line per calendar year.

This waiver isn’t applicable to indoor relocation.

Do I need to apply for the outdoor relocation fee waiver?

Nope. All you have to do is request for an outdoor relocation in Self Care. If you’re eligible for the waiver, the RM120 fee will automatically be waived.

I’ve been a subscriber for less than 24 months. Can I still request an outdoor relocation?

Absolutely! You can request for an outdoor relocation anytime. However, a RM120 fee will apply if you’ve been with us for less than 24 months.

What’s the difference between standard installation and difficult installation?

For a standard installation, your unit has few physical obstacles that could block or interfere with WiFi signals. A regular router setup should be enough to provide good WiFi coverage for your home.

However, in difficult installations, the layout of your unit may have design flaws that make it challenging for WiFi signals to reach all areas. This can include thick walls, long distances, or physical barriers. In such cases, you may need an additional mesh WiFi device to ensure reliable WiFi coverage throughout your entire home.

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?

You can withdraw your submission in Self Care. Just scroll down to Activity Log and look for the “Withdraw Submission” button.

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.

Can I withdraw my relocation request?

Yes, you can! Just log into Self Care, scroll down to Activity Log and look for the “Withdraw Submission” button.

What type of complimentary device(s) do I get from Time?

We provide mesh-enabled WiFi 6 routers with all our plans and WiFi 6 mesh node(s) for selected plans.

Based on your building type and installation requirements, new subscribers may receive:

Plan Devices
100Mbps 1 x WiFi 6 router
500Mbps 1 x WiFi 6 router; and 1 x WiFi 6 mesh node
1Gbps 1 x 1Gbps WiFi 6 router; and 1 x WiFi 6 mesh node
2Gbps 1 x 2Gbps WiFi 6 router; and 2 x WiFi 6 mesh nodes

Existing subscribers also get to enjoy our latest mesh-enabled WiFi 6 routers by renewing their contract via selected loyalty programmes.

Plan Devices
100Mbps 1 x WiFi 6 router
500Mbps 1 x WiFi 6 router; and 1 x WiFi 6 mesh node
1Gbps 1 x 1Gbps WiFi 6 router; and 1 x WiFi 6 mesh node

Note: These complimentary devices are not compatible with Gig Speed Home (FTTR). If you subscribe to that service, these devices will be replaced by parent and child nodes.

What type of device(s) can I purchase from Time?

Our WiFi 5 and WiFi 6 mesh nodes are available to purchase via the Shop tab in Self Care.

Do note that these mesh devices are not compatible with Gig Speed Home (FTTR). If you subscribe to that service, these devices will be replaced by parent and child nodes.

What are the specifications of Time’s mesh WiFi devices?

Model WiFi Specifications No of LAN ports Plan
WiFi 6 router (HG8145X6) AX3000 4 (3 usable ports when used as router) 100Mbps & 500Mbps
1Gbps WiFi 6 router (HG8245X6) AX6000 4 (3 usable ports when used as router) 1Gbps
2Gbps WiFi 6 router (HN8245X6) AX6000 4 (3 usable ports when used as router) 2Gbps

Are your devices compatible with each other?

All our Huawei devices are compatible with each other except the complimentary WiFi 5 router (HG8145V5) and older devices of other brands that have been discontinued.

Our Huawei devices can work both as a router and a mesh node. We advise using the highest spec model as your router.

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:

  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.

How do I pay for the mesh WiFi add-ons?

There are 2 payment options:

  • Full payment – This option is open to all subscribers.
  • 24-month payment plan – This option is only applicable to Malaysian residents (MyKad and MyPR card holders).

To qualify for the 24-month payment plan:

  • New subscribers will need to verify their identity via an email link sent to them after signing up.
  • Existing subscribers will need to have been with Time for more than 6 months with no outstanding payments.

Note: The 24-month payment plan is not available for no contract plans.

Can I settle my 24-month payment plan early?

Yes, you absolutely can. Just reach out to our CS team on Live Chat to get the ball rolling.

What will happen to my 24-month payment plan if I want to transfer ownership of my account or terminate my subscription?

You’ll be required to settle early when you make your transfer of ownership or termination request.

Is there a contract period attached to the 24-month payment plan?

Nope, there’s no contract period – it’s just a payment term spanning 24 months. It won’t affect your broadband contract period either.

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.

Is installation free?

For new or existing subscribers who received free devices as part of their plan or promotion, any installation carried out by our installers 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 will happen to my device 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.

Is there a warranty period for the devices?

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

Equipment Limited Warranty Period
All routers and mesh nodes supplied by Time 2 years
DECT Phone 1 year
ONU Lifetime

I’m currently using a 3rd party router. Which device can I purchase to extend WiFi coverage?

You may refer to the official website of your device’s brand to check on mesh devices compatible with your router.

Otherwise, you can check on Self Care to see if you’re eligible to redeem FREE devices with us.

What is WiFi 6?

WiFi 6 delivers faster speeds and better performance across the board and can serve multiple devices more efficiently. Devices connected to this latest standard have to be WiFi 6-enabled to benefit from the improved technology.

What does a mesh-enabled router mean?

A traditional mesh WiFi setup typically requires a mesh node to be placed next to the router to act as a gateway. Our mesh-ready routers eliminate the need for that 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.

How does a mesh node improve my home WiFi experience?

A mesh node extends your home WiFi coverage. When you place a mesh node in a WiFi dead zone, the node will capture and broadcast the wireless signal 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.

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 – building materials, physical objects, and obstacles
  • Network conditions – local interference, volume and density of traffic, product location, network complexity, and network overhead
  • Client limitations – rated performance, location, and connection quality

How many mesh nodes can be supported?

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

What is the difference between the mesh WiFi and Fibre-To-The-Room (FTTR)?

In essence, FTTR and mesh WiFi both tackle coverage issues by strategically placing child or satellite nodes in areas with weak connections. The key distinction lies in their approaches.

FTTR prioritises physical infrastructure, ensuring every room has a dedicated fibre optic cable connection. In contrast, mesh WiFi creates a network of devices to broadcast a robust and consistent WiFi signal over a wider area.

How do I change my WiFi 6 (HG8145X6) device from working as an Optical Network Terminal (ONT) to a router/mesh node?

By default, the WiFi 6 (Huawei HG8145X6) device works as a wireless Optical Network Terminal (ONT) or a 2-in-1 device which combines router and Optical Network Unit (ONU) capabilities. That means that you just need 1 device to connect to the Internet, rather than the 2 (router and ONU) typically needed.

Another feature of the WiFi 6 device is that it can function as a router or a mesh node.

So, if you already have an existing ONU or encounter building limitations that require you to use one, you can switch your WiFi 6 device to router mode. Similarly, if you wish to use your WiFi 6 device as a mesh node to extend coverage, you can follow the same steps.

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

To return the device to its ONT mode, use a pin to press the reset button on the device. In ONT mode, the WPS LED indicator will not be lit up.

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 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 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 HG8245X6 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
  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.

Why am I being told to purchase additional mesh nodes 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.

What is Gig Speed Home?

Gig Speed Home is our brand-new add-on service that lets you surf, stream and game at speeds up to 1Gbps in every room. Built on Huawei’s Fibre-To-The-Room (FTTR) technology, it involves pulling transparent micro optical fibre cables to where you need it, ensuring a fast connection and smooth experience no matter where you are at home.

This service is exclusively available to Time Fibre Home 500Mbps and 1Gbps subscribers in selected buildings.

What is Fibre-To-The-Room (FTTR) and how is it different from mesh WiFi?

FTTR is a cutting-edge technology that involves running fibre optic cables directly to individual rooms or units within a building, providing high-speed Internet access to each specific location.

In essence, FTTR and mesh WiFi both tackle coverage issues by strategically placing child or satellite nodes in areas with weak connections. The key distinction lies in their approaches. FTTR prioritises physical infrastructure, ensuring every room has a dedicated fibre optic cable connection. In contrast, mesh WiFi creates a network of devices to broadcast a robust and consistent WiFi signal over a wider area.

How long will installation take?

Plan for a session lasting between 4 to 6 hours, depending on your setup’s complexity. If you’re also setting up your new Time Fibre Home service, allocate an extra 1 to 2 hours.

To make the most of your WiFi coverage, consult our experts on optimal device placement based on your Internet usage habits.

Learn more about the process and what to anticipate during your appointment:

Why is my speed not up to 1Gbps as advertised?

Internet speeds are based on your broadband plan e.g. if you’re on the 500Mbps plan, your speed will be limited to 500Mbps.

Other factors such as network usage demands and device capabilities also affect your Internet speed.

To achieve speeds close to 1Gbps, we recommend using a personal device with a 1Gbps Ethernet port.

Do note that if you’re on WiFi, connection speeds are subject to environmental factors, interference and variations in technical specs, among other things.

Is Gig Speed Home available to me?

Gig Speed Home is exclusively available to Time Fibre Home 500Mbps and 1Gbps subscribers in selected buildings.

Click here to check for availability.

Why is it only available in selected buildings?

Gig Speed Home is a cutting-edge service that requires specialised installation techniques. To ensure top-notch quality, we’re currently training our installers to meet the demand. Rest assured, we’re working hard to bring this service to more buildings soon!

Is the parent node compatible with your other mesh devices?

Unfortunately, the parent node is only compatible with its corresponding child nodes. Gig Speed Home devices are not compatible with our other mesh WiFi devices nor is it compatible with 2Gbps.

If you subscribe to Gig Speed Home, the parent and child nodes will replace your existing router and mesh WiFi (if any).

How do I subscribe to Gig Speed Home?

You’ll be able to select Gig Speed Home as an add-on while you’re signing up for the Time Fibre Home 500Mbps or 1Gbps plans. Check out our plans at www.time.com.my/for-home to sign up now!

If you’re already a Time subscriber, all you have to do is log in to your Self Care to check it out.

I don’t see the Gig Speed Home option in Self Care. Why?

This may be because you aren’t currently on our 500Mbps or 1Gbps plan and/or it isn’t available in your building. You can check for Gig Speed Home availability here.

How do I pay for Gig Speed Home?

There are 2 payment options:

  • Full payment – This option is open to all subscribers.
  • 24-month payment plan – This option is only applicable to Malaysian residents (MyKad and MyPR card holders).

To qualify for the 24-month payment plan:

  • New subscribers will need to verify their identity via an email link sent to them after signing up.
  • Existing subscribers will need to have been with Time for more than 6 months with no outstanding payments.

What is the cable length included in the Gig Speed Home packages?

The following is the standard cable length included in each package:

Gig Speed Home Package 1 parent node + 1 child node 1 parent node + 2 child nodes 1 parent node + 3 child nodes
Transparent Optical Cable Length Up to 50m Up to 75m Up to 100m

Is there a contract period for Gig Speed Home?

Nope, there’s no contract period for Gig Speed Home. And subscribing to the service will not affect your broadband contract period either.

Can I relocate my Gig Speed Home to a new address?

Yes, you absolutely can. But, do note that there will be associated relocation fees and device costs.

Can I transfer ownership of my Gig Speed Home service to someone else?

Your Gig Speed Home service is tied to your account. So when you transfer your account to someone new, Gig Speed Home goes along with it. If you chose the 24-month payment plan, you’ll have to settle early before you can make the transfer ownership request.

If you want to transfer ownership of just the Gig Speed Home service, while maintaining your Time Fibre Home subscription, we’re afraid that’s not possible.

What if I terminate my subscription?

If you choose to terminate your broadband subscription, your Gig Speed Home service will also be terminated, since it’s linked to your account. If you’re on a 24-month payment plan, we’ll settle up any remaining months in your final bill.

Keep in mind that if you terminate your subscription within your 24-month contract term, you’ll be subject to an Early Termination Penalty (ETP) relevant to your plan. You can find out more by heading over to our FAQ > For Home > Termination.

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:

  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:

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.

Bill Payment

How do I pay my bill via Self Care?

Just click on the “Pay Now” on your dashboard and follow the instructions onscreen.

What are the available payment methods?

You can pay one of three ways in Self Care:

  1. Internet Banking (FPX)
  2. Auto Debit (Save RM2 monthly bill)
  3. eWallet (Grab, Boost, Touch ‘n Go, MAE, MCash and ShopeePay)

I paid my bill via Self Care. When will my payment be reflected?

Upon successful payment, you will receive a payment notification via your registered email. Your account balance in Self Care 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.

Coverage

Is Time Fibre Home available where I live?

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 locations:

Klang Valley:
– Ampang Hilir
– Ara Damansara
– Bandar Kinrara
– Bandar Utama
– Bangsar
– Bangsar South
– Bukit Bintang
– Bukit Ceylon
– Bukit Jalil
– Cheras – Bandar Sri Permaisuri
– Cheras – Taman Connaught
– Cheras – Taman Maluri
– Cheras – Taman Midah
– Damansara Perdana
– Desa Park City
– Kelana Jaya
– KLCC
– Kuchai Lama
– Mont Kiara
– Mutiara Damansara
– Petaling Jaya SS2
– Puchong
– Segambut
– Seputeh
– Setapak
– Setiawangsa
– Shah Alam
– Subang Jaya
– Sunway
– Taman Desa
– Wangsa Maju

– Penang:
– Batu Ferringhi
– Lembah Permai
– Tanjung Bungah
– Tanjung Tokong

We’re 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.

Signup

How do I subscribe to Time Fibre Home?

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

How do I switch to Time from another service provider?

  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!

What documents are required for subscription?

  1. MyKad or passport for non-Malaysians
  2. 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 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.

How do I make payment for deposits/upfront payment?

You can pay using a credit card, debit card or eWallet namely Grab, Boost, Touch ‘n Go, MAE, MCash and ShopeePay.

What devices do I get with my subscription?

We provide mesh-enabled WiFi 6 routers with all our plans. Based on your building type and installation requirements, you may receive:

Plan Devices
100Mbps 1 x WiFi 6 router
500Mbps 1 x WiFi 6 router; and 1 x WiFi 6 mesh node
1Gbps 1 x 1Gbps WiFi 6 router; and 1 x WiFi 6 mesh node
2Gbps 1 x 2Gbps WiFi 6 router; and 2 x WiFi 6 mesh nodes

Note: These complimentary devices are not compatible with Gig Speed Home (FTTR). If you subscribe to that service, these devices will be replaced by parent and child nodes.

Can I subscribe to Gig Speed Home (FTTR) when I’m signing up for a Time Fibre Home plan?

Yes, absolutely! You may add on Gig Speed Home (FTTR) to either Time Fibre Home 500Mbps or 1Gbps of your choice on a 24-month contract plan when you sign up online www.time.com.my. FTTR devices will be replacing the default WiFi 6 devices that comes along the broadband plan to enable Gig speed to every room! Do check if your address is available for FTTR.

Click here to check for availability.

Find out more about Gig Speed Home (FTTR) here.

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.

Can I schedule my installation after work hours?

Yes, you can! We’ve extended our installation hours up to 8pm. Weekend slots are available too, but only up to 4pm.

However, this service is only available in selected buildings for now.

How do I know if after-hours installation is available where I stay?

If the service is available in your area, you’ll automatically see the additional date and time slots when you sign up online.

Or check with our authorised dealers if you’re signing up with them.

Does it cost extra to install after work hours?

Nope. There’s no additional charge

Who will carry out my installation?

A Time authorised installer will carry out the installation.

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)

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.

What devices do I get with my subscription?

We provide mesh-enabled WiFi 6 routers with all our plans. Based on your building type and installation requirements, you may receive:

Plan Devices
100Mbps 1 x WiFi 6 router
500Mbps 1 x WiFi 6 router; and 1 x WiFi 6 mesh node
1Gbps 1 x 1Gbps WiFi 6 router; and 1 x WiFi 6 mesh node
2Gbps 1 x 2Gbps WiFi 6 router; and 2 x WiFi 6 mesh nodes

Note: These complimentary devices are not compatible with Gig Speed Home (FTTR). If you subscribe to that service, these devices will be replaced by parent and child nodes.

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 – Online Exclusive (100Mbps, 500Mbps, 1Gbps & 2Gbps)

What do I get with this promotion?

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

Plan Discount
100Mbps First Month Free
500Mbps First Month Free + RM99 for First 6 Months
1Gbps First Month Free
2Gbps First Month Free
  1. The First Month Free promo applies to your first full month’s bill and doesn’t include prorated charges and other charges.
  2. The lower promo price (RM99) for the 500Mbps plan will only be valid until month 6.

How long will this promotion last?

This promotion is valid from 14 July 2023 – 29 February 2024.

Who is eligible for this promotion?

New subscribers of the Time Fibre Home 100Mbps, 500Mbps, 1Gbps and 2Gbps subscribers on a 24-month contract who sign up online via www.time.com.my.

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 WiFi 6 routers with all our plans. Based on your building type and installation requirements, you may receive:

Plan Devices
100Mbps 1 x WiFi 6 router
500Mbps 1 x WiFi 6 router; and 1 x WiFi 6 mesh node
1Gbps 1x 1Gbps WiFi 6 router; and 1x WiFi 6 mesh node
2Gbps 1 x 2Gbps WiFi 6 router; and 2 x WiFi 6 mesh node

Note: These complimentary devices are not compatible with Gig Speed Home (FTTR). If you subscribe to that service, these devices will be replaced by parent and child nodes.

Can I upgrade/downgrade my plan after I redeem this promotion?

Yes, absolutely! If you upgrade your plan, your existing discounts (if any) will continue until its full redemption and your contract won’t be reset.

Downgrades are available starting from the 7th month of your contract. Please note that downgrading your plan will result in the forfeiture of any existing discounts and your contract will be reset for 24 months.

What if I terminate my subscription?

If you terminate your subscription within your contract tenure, you will:

  • Forfeit any discount you’ve been enjoying; and
  • Incur an early termination penalty of RM500.

For 2Gbps, your early termination penalty is the total fees of your remaining contractual months. This applies to your 2Gbps subscription and any lower speed plan you’ve downgraded to.

How do I sign up for this promotion?

You can sign up online via www.time.com.my.

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.

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

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

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 until month 6, whichever applicable. However, other charges such as voice calls, deposits, add-ons etc still apply.

New Subscriber Promo (100Mbps & 500Mbps)

What do I get with this promotion?

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

Plan Discount
100Mbps First Month Free
500Mbps RM99 for First 6 Months

* Every 100Mbps subscription comes with a free WiFi 6 router, 500Mbps subscriptions include a WiFi 6 router and a WiFi 6 mesh node.

How long will this promotion last?

This promotion is valid from 14 July 2023 – 29 February 2024.

Who is eligible for this promotion?

New subscribers of the Time Fibre Home 100Mbps or 500Mbps 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 WiFi 6 routers with all our plans.

Plan Devices
100Mbps 1 x WiFi 6 router
500Mbps 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! If you upgrade your plan, your existing discounts (if any) will continue until its full redemption and your contract won’t be reset.

Downgrades are available starting from the 7th month of your contract. Please note that downgrading your plan will result in the forfeiture of any existing discounts and your contract will be reset for 24 months.

What if I terminate my subscription?

If you terminate your subscription within your contract tenure, you will:

  • Forfeit any discount you’ve been enjoying; and
  • Incur an early termination penalty of RM500.

How do I sign up for this promotion?

You can sign up with 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 until month 6, 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 Free 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 prorated charges leading up to your first full month or other charges such as voice calls, add-ons etc.

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.

What happens to my RM100 referral bonus if I’m also enjoying other ongoing promo discounts in the same month?

If you happen to be enjoying other ongoing promos at the same time as your Referral Bonus, the other bill waivers or discounts will be utilised first. Any leftover balance will be brought forward to cover future bills with no expiration date.

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 know if my friend or family has signed up for Time?

You’ll get an email once your referee has signed up for Time Fibre Home and once more when their service has been activated. You can also go to the Hook Up and Earn page in Self Care to check the status of your referrals.

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.

If I refer myself, can I still receive the bill discount?

No, you are not eligible for the RM100 bill discount if you refer yourself.

Time Rewards

What is Time Rewards?

Time Rewards is our way of rewarding and thanking you for staying with us, with rewards up for grabs via the Time Internet app & Self Care portal. New rewards are added on the 1st of every month, so check back to see what’s new!

How does Time Rewards work?

Log in to the Time Internet app or our Self Care portal to grab your reward. Rewards are available for all customers and are unlimited. Once the reward has been successfully grabbed, it’ll be saved under the “Rewards” page. Be sure to redeem your rewards at the participating outlets before the voucher expires! You can also view merchants’ deals under the “Rewards For All” page.

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 are always available on the Time Internet app or our Self Care portal. New rewards will be added on the 1st of every month in the evening. Just log in to the Time Internet app or Self Care portal to check.

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:

Where is 2Gbps available?

2Gbps is currently only available in selected buildings in these locations:

Klang Valley:
– Ampang Hilir
– Ara Damansara
– Bandar Kinrara
– Bandar Utama
– Bangsar
– Bangsar South
– Bukit Bintang
– Bukit Ceylon
– Bukit Jalil
– Cheras – Bandar Sri Permaisuri
– Cheras – Taman Connaught
– Cheras – Taman Maluri
– Cheras – Taman Midah
– Damansara Perdana
– Desa Park City
– Kelana Jaya
– KLCC
– Kuchai Lama
– Mont Kiara
– Mutiara Damansara
– Petaling Jaya SS2
– Puchong
– Segambut
– Seputeh
– Setapak
– Setiawangsa
– Shah Alam
– Subang Jaya
– Sunway
– Taman Desa
– Wangsa Maju

– Penang:
– Batu Ferringhi
– Lembah Permai
– Tanjung Bungah
– Tanjung Tokong

We’re 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:

  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.

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 all our current Huawei WiFi 6 devices models except for Gig Speed Home (Fibre-To-The-Room) devices.

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 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 your contract may be reset for 24 months and you could forfeit any discounts you may currently be enjoying.

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.

Can I terminate my service if I have any outstanding bills?

No, you’ll have to clear all outstanding balance first.

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.

Where can I check my termination date/status?

It’s easy, just scroll down to Recent Activities on your Self Care homepage. All the details you need to know are displayed there.

Can I change my termination date?

Yes, you can. On your Self Care homepage, scroll down to Recent Activities and look for the “Change Termination Date” button. You can change your termination date up until the day before the date itself.

I changed my mind! Can I withdraw my request?

Absolutely! Scroll down to Recent Activities on your Self Care homepage and click on the “Withdraw Submission” button. You can withdraw your request up until a day before the termination date.

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:

  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.

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 20 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:

  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.

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 20 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:

How do I change my WiFi settings?

Manufacturer Model
TP-Link Archer C1200
Linksys EA6350
D-Link DIR-850L
Huawei HG8145V5, WA8021V5, HG8145X6

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

How do I set up my new devices?

Manufacturer Model
TP-Link Archer C1200
D-Link DIR-850L
Huawei WA8021V5

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

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.

How can I upgrade the firmware on my WiFi router?

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.

What are the available billing methods?

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

When do I get my first bill?

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

Watch this video to 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?

Payment method Time
Self Care, Quickpay, Time Internet app, JomPAY Within an hour
Other payment methods Within 24 hours

Talk to us via Live Chat 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
  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.

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.

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.

Can I relocate on a no contract plan?

Subscribers of no-contract plans are not allowed to relocate. In order to relocate, you’ll have to convert into to a 24-month contract plan. You can convert your plan via Self Care > Manage Plan > Change Broadband Plan. Relocation charges will apply.

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.
No contract term

Full list of IDD call rates here.

How do I change my Time Voice plan?

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:

  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.

Is there an app for Time Voice?

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.

What is the minimum system requirement to download Time Voice App on my device?

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

Can anyone download and use Time Voice App?

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.

How do I get started?

  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.

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

03-88882010 National Operations Management Centre
03-88810200 Crises Preparedness and Response Centre
03-88810600 Crises Preparedness and Response Centre
03-88810700 Crises Preparedness and Response Centre
03-51237366 Jabatan Kesihatan Negeri Selangor
03-51237367 Jabatan Kesihatan Negeri Selangor
03-26983757 Jabatan Kesihatan WP KL/Putrajaya
03-22687301 Jabatan Kesihatan WP KL/Putrajaya
04-2629902 Jabatan Kesihatan Negeri Pulau Pinang
07-2382217 Jabatan Kesihatan Negeri Johor
06-2345999 Jabatan Kesihatan Negeri Melaka
06-2883019 Jabatan Kesihatan Negeri Melaka
06-7664940 Jabatan Kesihatan Negeri Sembilan

Are there free calls to Befrienders and Talian Kasih helplines?

Yes. Calls to these numbers are free of charge.

Befrienders

Office Contact Office Hours
Kuala Lumpur 03-7956 8144/03-7956 8145 24 hours
Penang 04-281 5161/04-281 1108 Daily: 1500-0000
Johor Bahru 07-331 2300 Daily: 1300-0000
Ipoh 05-547 7933/05-547 7955 Mon–Sat:1600-0000
Muar 06-952 0313/06-954 0313 Daily: 2000-2300
Seremban 06-632 1772/06-632 1773 Daily: 1900-2200
Kuching 082-242 800 Daily: 1830-1930
Kota Kinabalu 088-255 788/088-259 788 Daily: 1900-2200
Melaka 06-284 2500 Daily: 1900-0000

Talian Kasih

Contact Availability
15999 24 hours

What is Pakej MyKabel?

Pakej MyKabel is an exclusive promotion available in Program Perumahan Rakyat (PPR) and Perumahan Awam (PA) buildings. It gives Time Fibre Home customers RM30 off x 24 months on 100Mbps plans and RM20 off x 24 months on 500Mbps and 1Gbps plans. Pakej MyKabel is a plan aligned to and in support of Pakej Perpaduan Jalur Lebar.

MyKabel is currently available at 16 PPR & PA buildings with plans to roll out to more in phases.

These discounts are applicable to 24-month contract plans only.

Where is Pakej MyKabel available?

Pakej MyKabel is only available at PPR and PA buildings. To check, click here and enter your building name.

How long will this promotion last?

This promotion is valid until 31 March 2024. 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. Do note that you’ll need your Malaysian IC to register.

Our Sales Ninjas will be running on-ground activities to promote Pakej MyKabel at selected locations. 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.

Can foreigners apply for Pakej MyKabel?

Unfortunately, you’ll need a Malaysian IC to register.

Is there a contract period for Pakej MyKabel?

Yes, you’ll have to sign up for a 24-month 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 a minimum of 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 still enjoy the monthly RM30 discount on my 100Mbps plan even though I subscribed with the RM20 promo previously?

Yes, you can! We’ve automatically upgraded all previous 100Mbps Pakej MyKabel customers to the new RM30 promo for your remaining contract period.

Can I upgrade my plan after subscribing to Pakej MyKabel?

Yes, absolutely! You can upgrade immediately, but your monthly RM30 discount will be reduced to RM20 for your remaining contract period.

Can I downgrade my plan after subscribing to Pakej MyKabel?

Yes, you can, but your monthly discount will be forfeited and your contract will be reset for 24 months.

You’ll only be able to downgrade after serving a minimum of 6 months of your contract.

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 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 discounts will continue for the remaining months of your 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.

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:

  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

*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.

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.

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

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:

  1. Internet Banking (FPX)
  2. Auto Debit (Save RM2 monthly bill)
  3. 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 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.

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Time Hacks

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