Only new Time Fibre Home subscribers are eligible to be referred. Returning or existing customers are not eligible for this programme.

All you have to do is click on the link your friend sent you, select your package and complete the online signup.

Make sure you use the same link throughout the registration process. If you drop off halfway, you’ll have to click the referral link and start again.

You’ll get a RM50 bill discount once your service is activated, on top of our exclusive signup deals.

If you earn both referee and referrer bonuses in the same month, the discounts will be combined and used to knock off your monthly broadband fees. Any excess amount will be carried forward to future bills with no expiration.

Your other promo discounts will apply first. Any excess amount from your referral bonus will be carried forward to future bills with no expiration.

It may take up to 45 days to be reflected in your bill.

You’ll get an email once your service has been activated.

You can also go to the Hook Up and Earn page in Self Care to check the status of your referral.

Your RM50 referral bonus will be forfeited.

No, you won’t be eligible for the RM50 bill discount.

All Time Fibre Home subscribers with an active subscription can refer friends and family.

Log in to Self Care, click on “Rewards” in the top navigation bar and select “Hook Up and Earn”.

From there, generate your unique referral link and share them with your friends and family.

You’ll get a RM100 bill discount for every successful referral.

Your friend has to activate their service for the referral to be considered successful.

The discount applies to your monthly broadband fee and will automatically be applied. If you have any other active discounts, those will be applied first. Any excess amount from your referral bonus will be carried forward to future bills with no expiration.

Nope, there’s no limit so share the love far and wide!

It depends on your monthly broadband fee. If it’s less than RM300, the excess amount will be brought forward to the next month and so on and so forth.

Your other promo discounts will apply first. Any excess amount from your referral bonus will be carried forward to future bills with no expiration.

It may take up to 45 days to be reflected in your bill.

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.

Log in to Self Care, click on “Rewards” in the top navigation bar and select “Hook Up and Earn”.

Scroll down to “Referral Status” to see the progress of your referrals.

If you terminate your service, your referral discounts will be forfeited.

No, you won’t be eligible for the RM100 bill discount.

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

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 600Mbps plan will only be valid until month 6.

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

• Forfeit any discount you’ve been enjoying;
• Incur an early termination charge of RM500 or the sum of your remaining contractual period, whichever is higher; and
• Need to return the devices included in your plan in good condition and failure to do so may result in penalty charges.

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.

This promotion is valid from 8 August 2024 – 30 June 2025.

New subscribers of the Time Fibre Home 200Mbps, 600Mbps, 1Gbps and 2Gbps subscribers on a 24-month contract who sign up online via www.time.com.my.

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.

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

Note: These 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.

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

You can downgrade your plan from the 7th month onwards by reaching out to us on Live Chat. If you downgrade within your contract period, your contract will reset for another 24 months.

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

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.

Your first full month’s broadband fee is free. But your first bill may show:

• Prorated charges, for the period of use before your billing cycle starts; and
• Add-on charges, which covers voice plans, mesh devices, Fibre-To-The-Room service etc.

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.

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

*Every 200Mbps subscription comes with a WiFi 6 router, 600Mbps subscriptions include a WiFi 7 router.

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

• Forfeit any discount you’ve been enjoying;
• Incur an early termination charge of RM500 or the sum of your remaining contractual period, whichever is higher; and
• Need to return the devices included in your plan in good condition and failure to do so may result in penalty charges.

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.

This promotion is valid from 8 August 2024 – 30 June 2025.

New subscribers of the Time Fibre Home 200Mbps or 600Mbps subscribers on a 24-month contract.

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.

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

Note: These 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.

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

You can downgrade your plan from the 7th month onwards by reaching out to us on Live Chat. If you downgrade within your contract period, your contract will reset for another 24 months.

You can sign up with 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.

Your first full month’s broadband fee is free. But your first bill may show:

• Prorated charges, for the period of use before your billing cycle starts; and
• Add-on charges, which covers voice plans, mesh devices, Fibre-To-The-Room service etc.

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.

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.

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

Log in to the Time Fibre Home 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.

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

The rewards are always available on the Time Fibre Home app.

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:

An e-Invoice is a digital invoice that records a transaction between a supplier (i.e. Time) and a buyer (registered Time customer) in a structured, machine-readable format. If you’re a home broadband subscriber, the e-Invoice will only be mandatory from 1st July 2025.

For more information, visit LHDN’s e-Invoice microsite at https://www.hasil.gov.my/en/e-invoice/.

You can register by emailing your NRIC/Passport number and Tax Identification number (TIN) to einvoicequery@time.com.my.

Malaysian tax payers (including foreigners who pay Malaysian income tax) can get their TIN on the front page of their income tax return or through MyTax Portal (https://mytax.hasil.gov.my) under the “e-Daftar” menu.

You may email your NRIC number and Tax Identification number (TIN) to einvoicequery@time.com.my.

As per LHDN’s guidelines, e-Invoicing for home broadband customers will only take effect from 1st July 2025. However, we can still process an e-Invoice request upon request.

If the mandatory information requested is not provided or inaccurate, LHDN may reject your e-Invoice during the validation process and Time will not be able to issue a validated e-Invoice document.

Once registered, your Time bill will include an e-Invoice QR code. You can scan the QR code to verify that your billing information has been submitted to LHDN.

Your e-Invoice registration will take effect on your next bill. To ensure timely processing, please submit your request at least 2 days before your next billing cycle.

The QR code allows you to verify that your billing information has been submitted to LHDN. You can scan it for confirmation.

No, you will continue receiving your Time bill via email or Self Care portal as usual. The only difference is that your bill will include an e-Invoice QR code, allowing verification with LHDN.

WiFi 7 is the next generation of wireless technology, offering a significant leap in speed, capacity and stability compared to WiFi 6 – like a supercharged WiFi experience! However, to truly unlock these benefits, your personal devices need to be WiFi 7-enabled.

Yes! WiFi 7 routers are backwards compatible. This means even if your devices aren’t WiFi 7 yet, they’ll still connect to the network. But to experience the full potential of WiFi 7 (think blazing-fast speeds and rock-solid connections), upgrading your devices is recommended.

There are a few ways to check if your device supports WiFi 7:

• Device specifications: Look for the WiFi standard listed in your device’s manual or manufacturer’s website. It should mention “WiFi 7” or “802.11be” if it’s compatible.
• Contact the manufacturer: Actual availability can vary, but reaching out to your device manufacturer’s support team is a reliable way to confirm its WiFi compatibility.

Absolutely! Upgrading to a WiFi 7 router future-proofs your network and ensures smooth connectivity when you eventually get WiFi 7 devices. Plus, you’ll still experience some benefits like improved network stability with your current devices.

Great news! If you’ve been a loyal Time subscriber for 20 months or more, you can get the new WiFi 7 device when you upgrade to 1Gbps and renew your plan.

Otherwise, you can purchase a WiFi 7 router through our Self Care shop starting from RM19/month (excluding installation).

No worries! Setting up a WiFi 7 router is just like your current setup. Our installation experts will handle everything for you.

Remember, while all devices can connect, WiFi 7 shines brightest with compatible devices.

Similar to any WiFi network, performance can be influenced by several factors:

• Distance from the router: The closer, the better.
• Building materials: Thick walls or metal can weaken the signal.
• Number of connected devices: More devices can slow things down.
• Device limitations: Older devices may not reach peak WiFi 7 speeds.
• Wireless interference: Other wireless signals can cause congestion.

Not yet, but stay tuned! Currently, our 2Gbps plan provides a top-of-the-line router optimised for your high speeds. We’re actively working on bringing WiFi 7 compatibility to all plans in the future.

We’re excited to introduce the new Time Fibre Home app to enhance your overall Internet experience. This new app offers improved functionality and a more intuitive interface for a smoother, seamless experience.

The Time Internet app will be discontinued on 31 August 2024.

You absolutely can, but it will no longer receive bug fixes or security updates. After the app is discontinued on 31 August 2024, you’ll no longer be able to access your account information, manage your services or receive customer support on the app.

We recommend dowloading the new app soon to enjoy improved functionality and ensure a seamless transition. You can download the new app in:

We encourage you to download the new Time Fibre Home app before it’s discontinued on 31 August 2024 for a seamless transition. You can download the new app in:

You won’t be able to access your account information, manage your services or receive customer support through the old app after it’s discontinued on 31 August 2024.

We strongly recommend downloading the new Time Fibre Home app to ensure a seamless transition. You can download the new app in:

The new Time Fibre Home app offers a streamlined and intuitive interface for managing your Time Fibre Home account, making it easier and more seamless than ever before. Enjoy features like easy bill payment, enhanced WiFi management, quick access to customer support, and more, all at your fingertips.

Yes, your account information will all be available in the new Time Fibre Home app. You just need to log in with the same credentials as Self Care or the old app.

There are a few things you can do:

• Force close the app. Go to your phone’s Settings > Apps, select Time Fibre Home from the list and tap on “Force Stop”. Open your app again.
• Ensure that you’re using the latest version of the app. Go to your store app and search for Time Fibre Home. Tap on “Update” if available. Open your app again once it’s been updated.

If you’re still encountering issues, reach out to us on Live Chat and we’ll help you out.

The WiFi Manager features are only compatible with the device models below:

WiFi 7: HG8145B7N
WiFi 6: HG8145X6 / HG8145X6-10 / HG8245X6 / HN8245X6 / V163 (FTTR)
WiFi 5: HG8145V5 / WA8021V5

We recommend upgrading to our latest devices to access the full suite of tools. Check out our range of devices on Self Care or the Time Fibre Home app.

Make sure that you’re using the latest version of the app and try resetting your password first. If you’re still encountering issues, please reach out to us via Live Chat for help.

You can run this app on Android 4.4 and above or iOS 12.0 or later.

Yes, we’ll continue to improve the app with regular updates. Remember to update your app periodically to ensure you’re using the latest version.

Yes, absolutely! You can use the app to track your order, reschedule your installation appointment and change your profile. Check your email for your login details.

The full suite of features will be unlocked once your service is installed and activated.

Unfortunately, the Time Fibre Home app is designed specifically for residential customers. As a business subscriber, you can manage your account through the Self Care portal or by contacting our customer support through Live Chat.

*A one-time charge 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 and 12-month contract plans through our authorised dealers or our website here. The no contract plan is exclusively available online.

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

Our 12-month plan is tailored for renters and frequent movers, with a contract period that aligns perfectly with your 12-month home rental lease.

Enjoy stable and reliable Internet without worrying about termination fees. Plus if you move after a year, relocating your service is free!

Check out our 12-month plans:

It all boils down to flexibility! Here’s a quick breakdown:

24-Month Plan: Ideal for those who plan to stay put for a longer period. Offers the most value and exclusive promos.

12-Month Plan: Offers a good balance between commitment and flexibility at a slightly higher monthly fee. Perfect if you have a 12-month lease or know you’ll be in the same place for at least a year.

No-Contract Plan: Provides ultimate flexibility to move whenever needed. Great for those unsure of their future plans. An upfront fee applies.

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

Unfortunately, no. Promos do not apply to the 12-month plans, except for the Time Fibre Home Offer for the Differently-abled (OKU).

We’re sorry, but that option is not available. The 12-month plans are only made available for new sign-ups.

We’re sorry, but that option is not available. The 12-month plans are catered to short-term subscribers.

Yes, absolutely! As long as the new address is within our coverage area.

Plus, relocation is free once you’ve finished your 12-month contract.

We provide mesh-enabled WiFi 6 routers. You can find out more about our devices here.

Yes, definitely. If you want to upgrade your plan, just log into Self Care and check it out.

You can only downgrade your plan after finishing up your 12-month contract by reaching out to us on Live Chat.

If you terminate your service within your contract, you’ll be subject to an early termination charge of RM500 or the sum of your remaining contractual period, whichever is higher.

There is no penalty if you terminate your service after completing your contract.

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 one-time charge. This plan is available exclusively on our website, www.time.com.my.

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.

Unfortunately, the one-time charge is not refundable.

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

All you have to do is log in to the Self Care portal or the Time Fibre Home app and navigate to the “Shop” tab. From there, you can see our range of devices available for purchase.

Unfortunately, subscribers of the no-contract plan cannot relocate their 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.

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.

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. Calls to the following numbers are free of charge

Yes. Calls to these numbers are free of charge.

Befrienders

Talian Kasih

Life’s too short for slow Internet, so we’re bumping up the speed for our 100Mbps, 300Mbps and 500Mbps subscribers – for free with no strings attached! There won’t be any changes to subscription fees, contract terms or discounts (if any).

Check out your free speed boost on your Self Care account or the Time Fibre Home app. Don’t worry if you don’t see it yet. We’re boosting everyone in batches.

Nope, not at all. The free speed boost is on us – no strings attached. Your plan stays exactly the same. There’s no change to your existing fee, contract term or discounts (if any).

Easy, if you’re an existing Time Fibre Home 100Mbps, 300Mbps or 500Mbps subscriber, just log in to Self Care to see your new speed. It should be displayed right on the dashboard.

We expect to complete the entire speed boost exercise by end of April. If you don’t see it by then, reach out to us on Live Chat and we’ll help.

You can run a speed test by connecting your desktop or laptop computer to your router using a Cat-5e LAN cable for the most accurate results. You can do it over WiFi too, but you just won’t be getting the maximum speeds.

Click here to learn how to maximise your Internet experience. Got other questions? Just chat with us, we’ll help you out.

While there could be a few reasons why you’re not seeing the new speeds, you can restart your router to refresh it. If that doesn’t work, you can try using the diagnostic tool available on the Time Fibre Home app to troubleshoot your home network.

Yes, absolutely! We’ll upgrade you automatically if you sign up for our Time Fibre Home 100Mbps and 500Mbps plans.

Yes, you can! Just log in to Self Care and check it out.

While the free speed boost aims to give you a smoother online experience and bridge the gap between Internet tiers, we do offer a variety of plans to suit different needs.

You can opt for our basic plan which starts at 200Mbps for RM99/month, which still packs a punch for your daily online needs.

Your latest bill (the next bill cycle after the free speed boost) should reflect the new speed with the same monthly subscription fee. The rest of the charges remain the same as your usual bill.

We won’t be switching out your routers with this free speed boost. But check it out – we’ve got top-notch WiFi 6 devices to supercharge your home network from as low as RM19/month via Self Care.

If you’re already using our latest WiFi 6 device, they’re more than capable of accommodating the new speeds. Here’s what our latest WiFi 6 device looks like.

But to truly tap into the higher speeds, we highly encourage using a wired setup with a LAN cable as a WiFi connection is influenced by environmental factors and even the model of your personal device.

If you’re still stuck with our older routers, head on over to Self Care to check out our new WiFi 6 devices.

Yes, you’ll get to enjoy the free speed boost as long as you’re a Time Fibre Home 100Mbps, 300Mbps and 500Mbps subscriber. Get all the deets on Self Care or the Time Fibre Home app.

Yes, absolutely! You’ll get to enjoy the new speeds in your new home as long as you’re an existing Time Fibre Home 100Mbps, 300Mbps and 500Mbps subscriber.

Yes, the new owner will get to enjoy the new speeds as long as they’re on the 100Mbps, 300Mbps or 500Mbps plan.

As a valued 1Gbps or 2Gbps subscriber, you enjoy the highest speeds and highest-spec devices we currently offer. But rest assured, we’re continuously enhancing the experience for all our customers, including you. This includes exploring ways to further reward your loyalty and features specifically tailored for our premium subscribers.

You can stay informed about future updates by following our official channels. Find us @TimeInternet on Facebook, Instagram and TikTok.

As part of the free speed boost exercise, we’ve made some adjustments to the Self Care features. We highly recommend staying on your current boosted plan as you get to enjoy a faster and smoother experience with absolutely no strings attached. But fret not, you can always give us a call or chat with us if you want to explore other speed plans.

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 and 12-month contract plan subscribers. Relocation fees apply as per below and will be reflected in your next bill.

Do note that additional charges may apply for requests beyond the basic cabling service such as concealing cables, configuration of personal devices etc. You can view the rate card here.

These charges are payable directly to the Time-appointed installer by cash or QR Pay.

*We’ll waive this fee upon completion of your 24-month and 12-month contract plans.

Yes, only if you’ve completed your contract and are moving to a different address (outdoor relocation).

You can only get this waiver once per broadband line per calendar year and it isn’t applicable to indoor relocation.

Do note that additional charges may apply for requests beyond the basic cabling service such as concealing cables, configuration of personal devices etc. These charges are payable directly to the Time-appointed installer by cash or QR Pay. You can view the rate card here.

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.

Absolutely! You can request for an outdoor relocation anytime. However, a RM120 fee applies if you’re still within your contract period.

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

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

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 contract, you are subject to early termination charge as below:

• RM500, if you signed up before 15 April 2024, or
• RM500 or the sum of your remaining contractual period, whichever is higher, if you signed up on or after 15 April 2024. 

We’re sorry that we will not be able to waive the penalty as your 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.

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

We provide mesh-enabled WiFi routers with all our plans.

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

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.

Our WiFi 7 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.

All our Huawei devices are compatible with each other except the WiFi 5 router (Huawei 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.

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.

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 12-month and no contract plans.

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

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

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

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

For new subscribers or existing subscribers who 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.

Do note that additional charges may apply for requests beyond the basic cabling service such as concealing cables, configuration of personal devices etc. These charges are payable directly to the Time-appointed installer by cash or QR Pay. You can view the rate card here.

The devices in your plan need to be returned to us. We’ll coordinate the return process with you. Failure to return the devices in good condition may result in penalty charges based on their retail price listed below:

If you purchased any devices (routers, mesh nodes), you can keep them and continue using them if compatible.

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.

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.

Think of WiFi 6 as the language your router and wireless devices use to communicate. It’s like different versions of a spoken language – newer versions allow for clearer communication and faster exchange of information. WiFi 6 offers faster speeds and better performance compared to older WiFi versions like WiFi 5.

Just like languages evolve, WiFi standards do too. WiFi 7 is the newest and most advanced standard, delivering even greater speed, capacity, and stability. Experience the next level of connectivity with our 600Mbps and 1Gbps plans. Learn more here.

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.

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.

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

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

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.

By default, the WiFi 7 (Huawei HG8145B7N) and WiFi 6 (HG8145X6) devices work 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 these devices is that they 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 device to router mode. Similarly, if you wish to use your WiFi 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.

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 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.

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:

	Device model	Device type	No. of LAN ports
WiFi 7	Huawei HG8145B7N	Mesh node/router
WiFi 6	Huawei HG8145X6	Mesh node/router
	Huawei HG8245X6	Mesh node/router
	Huawei HN8245X6	Router
WiFi 5	Huawei HG8145V5	Router
	Huawei WA8021V51	Mesh node/router
	TP-Link EC440	Router
	TP-Link HC4202	Mesh node

1. If your device functions as a router, 1 port will be used to connect to the ONU. If your device functions as a mesh node, 1 port can be used to connect to Huawei HG8145B7N/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.

While the RM99 fee is for upgrading your router to WiFi 7, the device itself remains the property of Time. This allows us to ensure you have the latest technology and to recycle devices responsibly.

Upon termination of your service, we will arrange to collect the device. Please ensure it is in good condition.

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.

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 600Mbps and 1Gbps subscribers on a 24-month contract plan and in selected buildings only.

In essence, FTTR and mesh WiFi both tackle coverage issues in areas with weak connections. But they do differ in terms of setup, performance, cost and flexibility.

That really depends on your needs and preferences.

If you prioritise ease of use, affordability and flexibility, mesh WiFi offers a good balance between functionality and convenience.

But if you’re looking for the best speed, performance and reliability – and don’t mind the cost and hassle of installation – FTTR is for you.

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:

Internet speeds are based on your broadband plan e.g. if you’re on the 600Mbps plan, your speed will be limited to 600Mbps.

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.

Gig Speed Home is exclusively available to Time Fibre Home 600Mbps and 1Gbps subscribers on a 24-month contract plan and selected buildings only.

Click here to check for availability.

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!

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).

You’ll be able to select Gig Speed Home as an add-on while you’re signing up for the Time Fibre Home 600Mbps 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.

This may be because you aren’t currently on our 600Mbps or 1Gbps plan and/or it isn’t available in your building. You can check for Gig Speed Home availability here.

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.

Cabling up to 100m and the devices included in the package are complimentary.

See more details below:

Do note that any extra equipment and/or requests beyond the basic cabling service will be subject to charges. You can view the rate card here.

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

Yes, you absolutely can. But do note that relocation fees and other charges may apply. You can view the rate card here.

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.

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.

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 Fibre Home app from Google Playstore, Apple App Store or Huawei App Gallery.

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!

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.

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.

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

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 and MAE)

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.

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 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.

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.

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.

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

We provide mesh-enabled routers with all our plans. Find out more here.

Yes, absolutely! You may add on Gig Speed Home (FTTR) to either Time Fibre Home 600Mbps 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.

The installation process might differ slightly depending on the type of building you live in — whether it has prelaid fibre or not.

If your unit has prelaid fibre, that just means that the fibre cable has already been pulled into your home. Typically, there’s a readily available fibre socket in your living area which the installer just needs to connect to your router. This also means less cabling for you to worry about.

Check out how a prelaid installation goes in the video below:

If your unit doesn’t have prelaid fibre or is non-prelaid, our installer will have to pull the fibre cable from outside into your home. This requires more cabling and the cables will need to run through your floor or ceiling to reach the router.

Watch this video to see how a non-prelaid installation is done:

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.

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.

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.

Nope. There’s no additional charge

A Time authorised installer will carry out the 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).

Do note that additional charges may apply for requests beyond the basic cabling service such as concealing cables, configuration of personal devices etc. These charges are payable directly to the Time-appointed installer by cash or QR Pay. You can view the rate card here.

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 mesh-enabled routers with all our plans. Find out more here.

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. You can check out our installation rates here. All costs incurred for internal wiring are payable directly to the Time-appointed installer.

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

Yes, you can. Our installers can configure your personal equipment for a fee of RM80/hour, up to a maximum of RM300 per day.

This fee is paid directly to the Time-appointed installer by cash or QR Pay. You can refer to the rate card here.

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.

Typically, in a unit that has prelaid fibre, you’ll find a readily available fibre socket in your living area that you won’t find in a non-prelaid unit.

The socket may look like the images below:

But don’t worry, our installers will handle everything for you regardless of prelaid fibre or not, so let them know your concerns and preferences so they can work out the best solution for you.

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.

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.

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

Yes, you can. You can downgrade your plan from the 7th month onwards by reaching out to us on Live Chat.

If you downgrade within your contract period, 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 charge of RM500 or the sum of your remaining contractual period, whichever is higher. 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 a high-performance WiFi router equipped with a 2.5Gbps LAN port with every 2Gbps subscription.

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

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.

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.

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 to and follow the on-screen instructions to complete the request.

Do note that if you renew your contract after the free speed boost, you’ll be subject to updated terms and conditions.

Yes, you can. For 24-month plans, you can downgrade your plan from month 7 onward. But do note that your contract will be reset for 24 months.

For 12-month plans, you’ll have to complete your contract tenure first before you can downgrade.

Just reach out to us on Live Chat if you’re looking to update your plan.

As part of the free speed boost exercise, we’ve made some adjustments to the Self Care features. But fret not, give us a call or chat with us if you’re looking to downgrade your plan.

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.

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.

Unfortunately, we require a notice period for service terminations, as detailed below:

Do note that even if you’ve finished serving your contract, we will still require a 30-day notice period for termination.

We will terminate your service on the date specified in your form.

You can see your contract period on your Self Care dashboard. Just log in to check.

Yes, and it depends on your contract type and tenure. Please see the table below for further details:

1. The early termination penalty (Termination Charges) is RM500 or the sum of your remaining contractual period, whichever is higher.
2. The “Advance Payment” includes your monthly subscription fee for broadband and, if applicable, voice service, along with any Mesh/Gig Speed Home (FTTR) monthly repayment, calculated based on your termination date selection.
3. The devices included in your plan need to be returned to us. We’ll coordinate the return process with you. Failure to return the devices in good condition may result in penalty charges based on their retail price listed here.

The advance payment covers your bill during the termination notice period. Any excess amount will be refunded to you after the final bill is settled.

Unfortunately no, you will need to pay for termination charges to proceed with the termination.

The early termination penalty (Termination Charges) of remaining contractual period is calculated based on the formula below:

(Total Recurring Charges x Minimum Service Term / Minimum Service Term in days) x Remaining contract in days

Example 1:

Customer A activated their Time Fibre Home 600Mbps plan on 8 April 2020 and paid a recurring monthly charge of RM139.

They chose to terminate their service on 8 October 2020, six months into their 24-month contract. The early termination penalty will amount to RM2495.15.

(RM139 x 24 months / 730 days) x 546 days = RM2495.15

Example 2:
Customer B also activated their Time Fibre Home 600Mbps plan on 8 April 2020. But they terminated their service on 8 January 2022, 21 months into their 24-month contract. Then, their early termination penalty will amount to RM500, as this flat rate is higher than the sum of their remaining contractual period.

*The examples above are for illustrative purposes only. The final charges will be calculated based on your specific circumstances.

We’re sorry that we will not be able to waive the early termination penalty (Termination Charges) as your contract is tied to the current location. Alternatively, you may choose to transfer your account to another person to avoid this penalty.

You’ll receive your final bill within 5 days of your termination date.

Yes, you may have to if there are charges incurred during your termination notice period such as voice usage. They will appear on your final bill.

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

Unfortunately, we are only able to refund to a Malaysian bank account. But you can chat with us or call us at 1800 18 1818 if you need help.

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

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

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.

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.

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.

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

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.

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 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.

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 Fibre Home app to view your bills and make quick and easy online payments. 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 and 12-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 through Self Care or the Time Fibre Home app.

Let this video show you how to register 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 or the Time Fibre Home app.

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.

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 200Mbps plans and RM20 off x 24 months on 600Mbps 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.

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

This promotion is valid until 31 August 2025. 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. 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.

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

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

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. Updated terms apply.

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

Yes, you can. You can downgrade your plan from the 7th month onwards by reaching out to us on Live Chat.

If you downgrade within your contract period, you’ll forfeit your discount and your contract will reset for another 24 months.

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.

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

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

• Forfeit any discount you’ve been enjoying; and
• Incur an early termination charge of RM500 or the sum of your remaining contractual period, whichever is higher.

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.

The Time Fibre Home 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. Take full control of your Internet with WiFi ManagerShop our Devices range
2. Manage your account, pay bills & save RM2 monthly with Auto Debit
3. Check and diagnose your connection
4. Chat with us anytime, anywhere

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

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

You can log in using the same username and password as your Self Care.

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.

The WiFi Manager is a comprehensive suite of features within the Time Fibre Home app that lets you manage, control and customise your home network to suit your needs. It lets you:

– Diagnose your connection and troubleshoot like a pro;
– Configure your WiFi settings like WiFi name and password;
– Set up parental controls to keep your kids safe online;
– Install new devices just like that;
– Set up guest WiFi for short-term visitors; and
– Blacklist unwanted devices.

Using these features are super easy. Just tap on the function you want and follow the on-screen instructions.

The WiFi Manager 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 or the Time Fibre Home app.

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.

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.