GET HELP WITH YOUR HOME INTERNET

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

Frequently Asked Questions

Where is 2Gbps available?
2Gbps is currently only available in selected buildings in these three locations: Mont Kiara, Segambut and Desa Park City. But fret not, we are working on bringing it to more places soon.
Where will you expand 2Gbps coverage to next?
We are rolling out 2Gbps in stages to several more locations in the coming months.
Why is it only available in selected locations?
Launching 2Gbps means that we have to upgrade our existing infrastructure to accommodate the new speed. We have identified Time-ready buildings in various locations and are currently working on upgrading them in stages.
How do I subscribe to 2Gbps?
You can apply online or via our authorised distributors. But first, you can check if 2Gbps is available in your building here.
Is there a contract period for the 2Gbps plan?
Yes, a 24-month contract is applicable to all 2Gbps plans. The no contract option is not available for this plan.
Can I upgrade to 2Gbps?
Yes, absolutely! As long as 2Gbps is available in your building. Just log in to Self Care, click Manage Plan > Change Broadband Plan.
Can I downgrade to a lower speed?
Yes, for sure. But do take note that you won’t be allowed to downgrade your plan within the first 6 months of your contract. You can only do so from the 7th month onwards. If you downgrade your plan, your contract will reset for another 24 months.
Can I relocate my 2Gbps plan to a new address?
Yes, as long as 2Gbps is also available at your new address. You can log in to Self Care to check for coverage.
What if I terminate my subscription?
If you terminate your subscription within your 24-month contract, you will be subject to an early termination penalty equivalent to the total fees of your remaining contractual months. This applies to your 2Gbps subscription and any lower speed plan you’ve downgraded to. There is no penalty for cancelling your service once you are out of contract.
I’m on the 2Gbps plan but my speed is nowhere close. What’s the deal?
The best way to achieve high speeds and performance is to use a wired connection. Here’s what you need to take note of:
  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 our WiFi 5 and WiFi 6 Huawei devices, namely the Huawei WA8021V5 and HG8145X6.
Do we really need 2Gbps?
We create and consume more and more data with each passing year. By introducing 2Gbps now, we are ready to serve Malaysians as their demand for bandwidth grows.
How fast can 2Gbps be? Will it be noticeably different from 1Gbps?
A high bandwidth plan like 2Gbps means it can support more devices and more concurrent activities like streaming and gaming. Whether your household is large or if you’re multitasking on several platforms, you won’t have to compromise on Internet speed.
How do I relocate my broadband service?
Sign in to Self Care and on your dashboard, click on Manage Plan > Relocate Service. Fill out the form to submit your request. If you are relocating to a new address, don’t forget to bring your devices along! Make sure to check that your new address is within our coverage area. This service is only available to 24-month contract plan subscribers. Relocation fees apply as per below and will be reflected in your next bill.
Relocation Fee
Within your home RM80
To another unit in the same building or to another building RM120
Which relocation type should I choose if I’m relocating within the same building?
If you’re relocating to another unit within the same building, you may select “Outdoor Relocation”. Please find further details below:
Type of relocation Description
Indoor relocation Relocate service within the same house/unit
Outdoor relocation Relocate service to another unit/floor/building
What should I do if I submitted the wrong address or relocation type?
Please reach out to us via Live Chat to withdraw the submission.
Why can’t I choose a relocation date when submitting the request?
Your new building may be undergoing a network upgrade. But don’t worry, once you’ve submitted your request, our team will contact you within 2 working days to work out a solution.
What do I do if my new location is not within Time coverage?
Unfortunately, you will not be able to relocate your broadband service. You can, however, transfer ownership of your account to another person. Just go to your Self Care dashboard, click Manage Plan > Transfer Ownership. Please note that if you choose to terminate your service while still within your 24-month contract, you are subject to a RM500 early termination penalty.
I would like to cancel my service as my new location is not within Time coverage. Can I request to waive the early termination penalty?
We’re sorry that we will not be able to waive the penalty as the 24-month contract is tied to the current location. Alternatively, you may choose to transfer your account to another person to avoid this penalty.
How do I reschedule the relocation appointment?
Just scroll down on your Self Care homepage to “Recent Activities” and look for a “Reschedule” button.
How do I request for a transfer of ownership?
On your Self Care dashboard, click Manage Plan > Transfer Ownership. Fill in the form and submit your request.
How long does it take for the transfer of ownership to be completed?
The request will be completed 14 calendar days from the submission date. The new owner will be responsible for bill payment from this date onwards.
Will my nominee be required to make any advance payment?
If your nominee is not a Malaysian citizen or permanent resident, they will be required to pay the foreigner deposit of RM500. This amount will be charged upfront.
I’ve paid the foreigner deposit previously. Can I transfer it to my nominee?
No, as the deposit that you have paid will be refunded to you via bank transfer.
What can I do if my nominee is staying at a different location?
The nominee can request to relocate the service via Self Care after the transfer of ownership is completed. Just click Manage Plan > Relocate Service to submit a request.
How do I upgrade/downgrade my broadband plan?
Sign in to Self Care and on your dashboard, click Manage Plan > Change Broadband Plan. Select the plan you want to upgrade/downgrade to and follow the on-screen instructions to complete the request.
How long does it take to process my upgrade/downgrade?
The request will be processed within 7 working days.
When do I start paying the new charges?
You will start paying the new subscription fee once your request has been completed. You may see prorated charges in your next bill if the upgrade/downgrade is processed before your next bill cycle. Discounts (if any) may be forfeited after the request is completed.
Is there any penalty if I upgrade/downgrade my plan?
There are no penalty charges for plan modifications, but any discounts you may currently be enjoying will not be carried over to your new plan. Please refer to the table below for more details.
Plan Modification Upgrade Downgrade
Contract Within Contract Term/After Contract Expiry Within Contract Term After Contract Expiry
Device options With free device(s) Without free device(s) With free device(s) Without free device(s) With free device(s) Without free device(s)
What happens? – 24-month contract reset – No penalty – No contract reset – No penalty Not offered – 24-month contract reset – No penalty Not offered – No contract reset – No penalty
The free device(s) option for any plan upgrade is only available to subscriptions of at least 12 months. No downgrade is allowed within the first 6 months of your contract tenure.
Can I still redeem my free router (if any) if I downgrade my plan?
You will not get any free devices if you downgrade your plan. If you are eligible for a free device with a 24-month contract renewal, we highly recommend redeeming the free device first before you downgrade your plan. Otherwise, the option will be forfeited. But do note that once you redeem the free device(s), you won’t be able to downgrade your plan for the first 6 months. You can only do so from the 7th month onwards.
Why don’t I see a “Change Broadband Plan” button on my screen?
This option will not be available if you submitted another modification request recently or if you are subscribed to our complimentary service. Chat with us via Live Chat if you need help.
How do I terminate my home broadband service?
On your Self Care dashboard, click Manage Plan > Terminate Service to fill up the form and submit your request.
Can I request for immediate termination?
Unfortunately, we require a notice period for service terminations, as detailed below:
Subscription Notice period
24-month contract 30 calendar days
No contract 7 working days
Do note that even if you’ve finished serving your 24-month contract, we will still require a 30-day notice period for termination.
Do I need to pay a penalty if I terminate my service?
If you are still within your 24-month contract period, you are subject to:
  • A RM500 early termination penalty (ETP) if you are a 100Mbps, 500Mbps or 1Gbps subscriber; or
  • The total fees of your remaining contractual months if you are a 2Gbps subscriber or if you have downgraded from 2Gbps to a lower speed plan.
You may refer to your Self Care homepage for your contract term. The ETP will be charged to your final bill after cancellation. There is no penalty for cancelling your service once you are out of contract.
Can I request to waive the early termination penalty if I’m relocating to an area that is not covered by Time?
We’re sorry that we will not be able to waive the penalty as the 24-month contract is tied to the current location. Alternatively, you may choose to transfer your account to another person to avoid this penalty.
How long does it take for my service to be terminated?
You’ll need to notify us at least 30 days (for 24-month contract plans) or 7 working days (for no contract plans) before. We will terminate your service on the date specified in your form.
When will I receive my final bill?
The final bill will be generated on the next bill cycle after the service is terminated.
When will I receive my refund? Will I be notified after my refund is processed
The refund (if any) will be processed within 90 days of the final bill generation. You may check your bank account for details.
How will I receive the refund if I don’t have a Malaysian bank account?
We can make a transfer to your overseas bank account provided the amount is above USD50 or RM250. Payment will only be in USD. If the amount is less than USD50, we are only able to refund to a local bank account.
Can you refund to a third party account?
We will only refund to the bank account of the service owner to prevent confusion and disputes.
Can I change my mind after submitting the termination request?
Yes, you can still withdraw your request up to 3 working days before the termination date. Please reach out to us via Live Chat for further assistance.
What type of devices does Time offer?
We offer a range of mesh-ready of mesh routers and nodes that when paired, deliver consistent speeds across your home. Find out more by visiting www.time.com.my/for-home/devices.
How does mesh WiFi extend my WiFi coverage?
When you place a mesh node in a WiFi dead zone, the node will capture and broadcast the wireless signal and speed of your router to hard-to-reach corners of your home. By placing mesh nodes in strategic spots throughout your home, you can create a seamless, stable WiFi network that keeps you connected no matter which room you’re in.
How do I get these devices?
You will receive complimentary routers with every new subscription of Time Fibre Home and will also have the option to add on more devices during the signup process. If you’re an existing Time Fibre Home subscriber, you can purchase our devices from the Self Care shop or renew/upgrade your plan to redeem free devices.
What type of router or devices does Time provide with every subscription?
We provide mesh-enabled routers with all our plans, featuring both WiFi 5 and WiFi 6 technologies. Based on your building type and installation requirements, new subscribers may receive:
Plan Devices
100Mbps 1 x WiFi 5 device
500Mbps 1 x WiFi 6 router; and 1 x WiFi 5 device
1Gbps 1 x WiFi 6 router; and 1 x WiFi 5 device
2Gbps 1 x 2Gbps WiFi 6 router; and 2 x WiFi 6 mesh nodes
If you are an existing subscriber who has recontracted, we will provide you:
Plan Devices
100Mbps 1 x WiFi 5 device
500Mbps 1 x WiFi 6 router; and 1 x WiFi 5 device
1Gbps 1 x WiFi 6 router; and 1 x WiFi 5 device
What does a “mesh-enabled router” mean?
A mesh-enabled router means the device is equipped with mesh capabilities. A traditional mesh WiFi setup typically requires a mesh node to be placed next to the router to act as a gateway. Since our routers are mesh-ready, we eliminate the need for an extra device. All you have to do is place mesh nodes where your WiFi signals are weaker and you’re ready to enjoy strong and seamless WiFi all over your home.
What is WiFi 5 and WiFi 6 and what’s the difference?
WiFi 5 is a WiFi standard which effectively introduced the 5Ghz frequency band to WiFi networks. It’s the technology most commonly used in modern routers and is compatible with almost all devices. WiFi 6 is the next generation in WiFi technology, delivering faster speeds and better performance overall. It is capable of serving more devices more efficiently. Devices connected to this latest standard have to be WiFi 6-enabled to benefit from the improved technology.
Can I upgrade my WiFi 5 router to the WiFi 6 router?
Yes, you can. Just opt for the router upgrade at RM99 when you’re signing up with us. If you’re already a Time subscriber, simply log in to Self Care to purchase the device.
How come my 2Gbps router isn’t achieving higher speeds?
The best way to achieve high speeds and performance is to use a wired connection. Here’s what you need to take note of:
  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 many mesh nodes can be supported?
We recommend up to 3 mesh nodes for a complete whole home WiFi set up.
Are the mesh nodes compatible with each other?
Please refer to the table below to check for device compatibility:
Devices WiFi 5 mesh node (Huawei WA8021V5) WiFi 5 mesh node (TP-Link HC420) WiFi 6 router/mesh node (Huawei HG8145X6) 2Gbps WiFi 6 router (Huawei HN8245X6)
WiFi 5 router (Huawei HG8145V5)
WiFi 5 mesh node (Huawei WA8021V5)
WiFi 6 mesh node/router (Huawei HG8145X6)
2Gbps WiFi 6 router (Huawei HN8245X6)
WiFi 5 mesh node (TP-Link EC440)
TP-Link EC230
D-Link 882
Other models
Why can’t I get the WiFi 5 Huawei router when I renew my contract? Where can I purchase it?
The WiFi 5 Huawei router is only offered with new subscriptions of the Time Fibre Home 100Mbps plans. It is not for sale. If you would like to buy our WiFi 5 devices but have no corresponding router, you may purchase 2 units of the WiFi 5 mesh nodes. The device can function as a router or a mesh node e.g. one node will act as a router and the other will be used to extend WiFi coverage. If you’d like an upgrade, you can also choose to buy the WiFi 6 mesh node – 1 unit to be your router.
What are the LAN ports and how many LAN ports does my device have?
Also known as ethernet ports, LAN ports allow your device(s) to connect to the network via a wired connection which typically yields higher speeds. Refer to the table below for the number of LAN ports our devices have:
WiFi 6 Device model Device type No. of LAN ports
Huawei HG8145X6 Mesh node/router
Huawei HN8245X6 Router 4x
WiFi 5 Huawei HG8145V5 Router
Huawei WA8021V51 Mesh node/router
TP-Link EC440 Router
TP-Link HC4202 Mesh node
  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.
Will my entire house be able to get WiFi?
Whole-home WiFi coverage depends on the size of your house and the number of mesh nodes you have. The more mesh nodes, the wider the coverage. Actual coverage may also vary because of:
  • Environmental factors – include building materials, physical objects, and obstacles.
  • Network conditions – include local interference, volume and density of traffic, product location, network complexity, and network overhead.
  • Client limitations – include rated performance, location, and connection quality.
Why am I being told to purchase additional mesh devices when I want to relocate?
Upon your relocation, we will assess your new location and recommend additional devices if we find that the building you are relocating to has a design that will impact your quality of services. To ensure the best high-speed broadband experience, we strongly advise purchasing another device to bypass this design limitation. Installation is free if you purchase the device with the relocation service.
I have been subscribed for less than 12 months. Can I still purchase your device?
Yes, you can log in to Self Care to purchase our devices under the “Shop” tab. To extend coverage, we recommend purchasing: – WiFi 5 mesh nodes – 2 Units for a reliable, consistent connection; or – WiFi 6 mesh nodes – 2 Units for superior, enhanced performance. One mesh node will act as a router while the other extends WiFi coverage.
How do I make payment for these devices?
You can pay for WiFi devices purchased during the signup process using your credit/debit card or through the Self Care shop using online banking, credit/debit card or e-wallet.
Can I get a refund if I withdraw my purchase?
Unfortunately, any request for a return/refund/exchange will not be entertained as all purchases are final.
How do I install the devices?
Our Tech Ninjas or Time authorised installers will do it for you.
Is installation free?
For new subscribers or existing subscribers who have upgraded and/or renewed their contract and received free devices as part of their plan or promotion, any installation carried out by our Tech Ninjas is free of charge. For devices purchased from the Self Care shop, an RM80 installation fee will be charged. This fee will be reflected in your next bill.
What happens to my devices if I terminate my service before my contract term or if my contract expires?
You may keep the devices regardless of early termination or contract expiration.
How do I change my WiFi 6 (HG8145X6) device from working as a Optical Network Terminal (ONT) to a router/mesh node?
By default, the WiFi 6 (Huawei HG8145X6) device works as a wireless Optical Network Terminal (ONT) or a 2-in-1 device which combines router and Optical Network Unit (ONU) capabilities. That means that you just need 1 device to connect to the Internet, rather than the 2 (router and ONU) typically needed. Another feature of the WiFi 6 device is that it can function as a router or a mesh node. So, if you already have an existing ONU or encounter building limitations that require you to use one, you can switch your WiFi 6 device to router mode. Similarly, if you wish to use your WiFi 6 device as a mesh node to extend coverage, you can follow the same steps.
  1. Power on the device and wait until it is fully booted up. The power button light and WLAN indicator will be stable.
  2. Press the WPS button until all the LED indicators on the top of the device light up and then release the button.
  3. This action reboots the device.
  4. Once it has successfully booted up again, it will be in router/mesh node mode. The WPS LED indicator will be continuously lit up in this mode.
To return the device to its ONT mode, simply follow the same steps. In ONT mode, the WPS LED indicator will not be lit up.
I’m currently using a 3rd party router. Which device can I purchase to extend coverage?
You may refer to the official website of the device you have purchased to check on compatible mesh devices with your router. If you have been with us for more than 12 months, you can opt to renew your plan for 24 months via Self Care and redeem our devices for FREE.
What is an Optical Network Unit (ONU)?
The Optical Network Unit (ONU) connects to the fibre termination point via an optical fibre cable. It then connects to your router through an ethernet cable. The ONU is also called the modem.
What is a wireless Optical Network Terminal (ONT)?
The wireless Optical Network Terminal (ONT) is a 2-in-1 device combining ONU and router capabilities in a single box. Our WiFi 5 and WiFi 6 routers are ONTs, which means that you can connect to the Internet with just one device – no ONU needed. The type of router you receive is based on your building type and installation requirements.
What happens if the equipment provided by Time becomes faulty, damaged or lost during my contract period?
All equipment we provide are covered by a limited warranty during your contract period. Any loss or damage due to negligence or abuse is not covered under the warranty, and any requests for replacements are chargeable.
Is there a warranty period for the devices?
Equipment Limited Warranty Period
All routers and mesh nodes supplied by Time 2 years
DECT Phone 1 year
ONU Lifetime
Why is my Internet slow?
Your broadband connection is influenced by many factors, including device compatibility and whether you’re using a WiFi or wired connection. Here are a few things you can do to speed up your connection:
  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 12 months and we have not upgraded your router during this time, you’re eligible for a complimentary upgrade now. Don’t worry if you do not fulfill this criteria, you’re still able to purchase a new router in our shop. You can head to Self Care Self Care to complete your request for either option.
How come my 2Gbps router isn’t achieving higher speeds?
The best way to achieve high speeds and performance is to use a wired connection. Here’s what you need to take note of:
  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 12 months and we have not upgraded your router during this time, you’re eligible for a complimentary upgrade now. Don’t worry if you do not fulfill this criteria, you’re still able to purchase a new device. You can head to Self Care to complete your request for either option. Learn more about how the right hardware can give you fast Internet:
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 if you need further assistance.
I receive multiple bills because I have multiple accounts. Can I consolidate them into one bill?
Yes, if you merge your account. Log in to Self Care > Manage Plan > Other Modifications and fill in the form. Once merged, you should only receive one electronic bill with the billing details of all your accounts. If you want to split your accounts, just complete and submit another Service Modification Form with ‘Unmerge Account’ selected. You will be sent individual bills per account once more.
How do I pay my bill?
Subscribers to the no contract plan are required to activate Auto Debit to pay for this plan. For 24-month contract plan subscribers, please click here for all available payment methods.

Auto Debit

What is Auto Debit?
Auto Debit is a service that automatically deducts your monthly payments from a registered debit/credit card on a recurring basis. This is a great option for making hassle-free, on-time payments. You’ll also receive a monthly RM2 discount off your bills. Learn how to register for Auto Debit:
What do I get if I register for Auto Debit?
When you register for Auto Debit, you’ll receive a monthly RM2 rebate off your bills.
What types of cards are accepted for Auto Debit?
We accept Visa and MasterCard debit/credit cards. For debit cards, do contact your issuing bank to enable Auto Debit facilities. Please note that we are unable to perform Card-Not-Present (CNP) transactions on HSBC and Standard Chartered debit cards.
How do I register for Auto Debit?
You can register for Auto Debit either at the point of subscription to our services or, click on the gear icon on your Self Care dashboard and select “Auto Debit” from the dropdown menu. From there, just follow the on-screen instructions. Let this video show you how to register for Auto Debit:
Why am I being charged RM1 to register my debit/credit card for Auto Debit?
The RM1 is charged to your card to verify that your debit/credit card is active and that you are the cardholder. In the case of credit cards, the amount is not charged to your card and won’t be reflected in your statement. For debit cards, you will see a RM1 deduction from your account that will be reimbursed to you within two weeks.
Do I have to pay my outstanding balance in order to apply for Auto Debit?
Yes, any outstanding balance will have to be cleared in order to complete your Auto Debit registration. If you would like to make payment for your outstanding balance using another method, you can have a look at this list of available payment methods. Once you’ve made payment for your outstanding balance, you can try again to register for Auto Debit on Self Care.
Is it safe to register for Auto Debit?
Yes, in fact, it is one of the safest ways to make payment. Information is stored in a Payment Card Industry – Data Security Standard (PCI – DSS) certified data centre. Each payment also goes through a 3D Secure check which adds a layer of authentication for online payments. You will see this as Verified by Visa and MasterCard SecureCode.
Must I be the card owner of the card being used to register for Auto Debit?
Not necessarily. As long as the card owner has given consent and registration of the card passes the 3D Secure check.
How do I know if my Auto Debit registration was successful?
Upon successful registration, we’ll send an email to the email address you have registered with us.
When will you start charging my debit/credit card?
When you’ve successfully registered for Auto Debit, payments will be charged to your debit/credit card from the next bill cycle onwards.
When will the Auto Debit deduction take place?
Depending on your bill cycle, the Auto Debit deduction will be made before the due date of your bill.
What do I do if I want to change my debit/credit card details or I want to cancel my Auto Debit registration?
Just log in to Self Care and you’ll be able to make any changes to the debit/credit card you’ve registered for Auto Debit. If you cancel your Auto Debit registration, you won’t be able to enjoy the monthly RM2 rebates anymore. You can make payment through any of the other available payment methods.
What happens if an Auto Debit transaction fails? What can I do?
We will make a second attempt to charge your card 7 days following the last failed transaction. Should the second attempt fail, we recommend you make payment through other available payment methods to avoid service interruption.
What Time Fibre Home plans can I choose from?
100Mbps 500Mbps 1Gbps 2Gbps
RM99 RM139 RM199 RM379
Unlimited (no quota) | 100% Fibre | 24 months or no contract* plan *An upfront payment of RM400 or RM500 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 an upfront fee. This plan is available exclusively on our website.
Plan speed 100Mbps 500Mbps 1Gbps
Monthly recurring fee RM99 RM139 RM199
Upfront fee RM400 RM500
  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 plan into a 24-month contract plan?
Your upfront fee will be used to offset your bills via monthly rebates of RM50 if you convert your no contract plan to a 24-month subscription within 24 months of service activation For Malaysian subscribers of the 100Mbps and 500Mbps plans, this process will take place over eight (8) months while for 1Gbps subscribers, it will be over 10 months. For non-Malaysian subscribers, the upfront fee will be used as the foreigner deposit. Standard deposit refund rules apply as above.
How do I make payment for this plan?
Auto Debit is required to sign up for this plan as standard billing is not supported.
Can I upgrade the router when I sign up for this plan?
Yes, you can add on RM99 to upgrade from the WiFi 5 router (Huawei HG8145V5) to our WiFi 6 router (Huawei HG8145X6). If you subscribe to our 500Mbps or 1Gbps plans, you will receive the WiFi 6 router with your subscription. Our routers are mesh-ready, that means you can easily and affordably add on mesh nodes to widen WiFi coverage at home. Our device range can be purchased during the signup process or via Self Care after service activation. Find out more at www.time.com.my/for-home/devices.
How can I upgrade/purchase devices after my service has been activated?
All you have to do is log in to the Self Care portal and navigate to the “Shop” tab. From there, you can see our range of devices available for purchase.

Voice Plans

Does Time Fibre Home come bundled with a voice service?
Yes. By default, you get the Time Voice Home Basic plan that is a pay-as-you-use plan. You also have the option to upgrade to Time Voice Home Lite or Time Voice Home Max.
What are the differences between Time Voice Home Basic, Time Voice Home Lite and Time Voice Home Max?
Time Voice Home Basic Time Voice Home Lite Time Voice Home Max
No monthly commitment fee and pay-as-you-use. RM2.50 per month RM10 per month
No phone provided.
No entitlement of free minutes. 60 free minutes entitlement monthly: Valid for calls to all fixed and mobile numbers nationwide, as well as IDD calls to 60 countries. Your entitlement will be refreshed on a monthly basis and any unutilised minutes will be forfeited. 330 free minutes entitlement monthly: Valid for calls to all fixed and mobile numbers nationwide, as well as IDD calls to 60 countries. Your entitlement will be refreshed on a monthly basis and any unutilised minutes will be forfeited.
10 sen per minute for all domestic calls (fixed and mobile) and 8 sen per minute for IDD calls to 60 countries. Upon full utilisation of 60 free minutes: 10 sen per minute for all domestic calls (fixed and mobile) and 8 sen per minute for IDD calls to 60 countries. Upon full utilisation of 330 free minutes: 10 sen per minute for all domestic calls (fixed and mobile) and 8 sen per minute for IDD calls to 60 countries.
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
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 three locations: Mont Kiara, Segambut and Desa Park City. But fret not, we are working on bringing it to more places soon.
Where will you expand 2Gbps coverage to next?
We are rolling out 2Gbps in stages to several more locations in the coming months.
Why is 2Gbps only available in selected locations?
Launching 2Gbps means that we have to upgrade our existing infrastructure to accommodate the new speed. We have identified TIME-ready buildings in various locations and are currently working on upgrading them in stages.
My JMB has already gotten in touch with you and given you the green light. Why aren’t you here yet?
It typically takes about 6 months to extend our coverage. Please bear with us while we work on delivering our service to you. If there hasn’t been an update, get your JMB to drop us an email at cs@time.com.my with your building name and details of their last communication with us and we’ll look into it.
The condominium next to mine has Time coverage; when will mine be fibered?
While we would love to serve all condominiums, at times we are unable to gain access for various reasons. Do ask your JMB to get in touch with us via Live Chat or cs@time.com.my and we will take it from there.

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 or RM500 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.

Installation

Can I reschedule my installation appointment date and time?
You can change your installation appointment and even track the progress of your application here. Check out our video guide on how to track your application and reschedule your appointment:
Can I choose my installation date?
You can choose your installation date when you sign up online.
When is my installation date?
Check your installation date here or get in touch with us via Live Chat and we’ll give you the updates you need.
How do I know my chosen installation appointment date and time has been confirmed?
You will receive an email stating your installation date and time. An SMS will also be sent to you a day before your installation date.
Who will carry out my installation?
A Time authorised installer will carry out the installation.
Do I need to purchase any equipment?
We will supply an Optical Network Unit (ONU) with a WiFi router or a wireless Optical Network Terminal (ONT) plus installation services. You will only need to make payment for any additional devices you add on during signup.
Do I need to pay for installation?
We provide complimentary basic cabling services from the locations outlined in the table below to the location you have designated for your equipment (e.g. router). Additional charges may apply for requests beyond the basic cabling services we provide depending on your requirements. Please ask for the approved rate card to confirm cost to be incurred (if any), which are payable directly to the Time-appointed installer. Should relocation be required in the future, charges will apply based on the cabling material and manpower required.
Type of residence Complimentary basic cabling services
High-rise buildings with no prelaid fibre Up to 20 metres from point of entry (e.g. main door) to your equipment (e.g. router)
Landed houses with no prelaid fibre Up to 40 metres from Fibre Termination Box to your equipment (e.g. router)
High-rise building/landed houses with prelaid fibre Up to 6 metres from the socket to your equipment (e.g. router)
Can I appoint my own contractor to perform internal wiring?
Yes, however, we recommend that only Time-authorised installers perform any installation-related work to ensure that they are completed properly and to the highest level of quality. All costs incurred are payable directly to the Time-appointed installer.
Will there be any drilling involved during the installation process?
Yes, some drilling may be necessary, but we will request your prior approval.
Can I request Time’s authorised installer to configure/provide IT support services for my own router or equipment that is not provided by Time?
Yes. This is chargeable at RM80 per hour up to a maximum of RM300 per day, and is payable directly to the Time-appointed installer.
How long does it take for Time to install and activate my service?
Installation can take 2 to 4 hours depending on the type of unit you live in. The installation process involves a site survey, ducting, piping, electrical work, equipment configuration and testing.
What type of equipment does Time provide with my subscription?
We provide an Optical Network Unit (ONU) and a WiFi router or a wireless Optical Network Terminal (ONT) with every subscription.

Pakej MyKabel (100Mbps, 500Mbps & 1Gbps)

What is Pakej MyKabel?
Pakej MyKabel is an exclusive promotion available in selected buildings that gives a RM20 monthly discount over 24 months (RM20 off x 24 months) to subscribers of Time Fibre Home 100Mbps, 500Mbps and 1Gbps on 24-month contract plans.
Where is Pakej MyKabel available?
Pakej MyKabel is available in the following locations:
  • PPR Kampung Baru HICOM
  • PPR Kerinchi
  • PPR Kota Damansara
  • PPR Lembah Subang 1
  • PPR Lembah Subang 2
  • PPR UDA Utama
  • PPR Taman Perling (Jalan Rawa 1)
  • PPR Taman Perling (Jalan Rawa 7)
How long will this promotion last?
This promotion is valid from 15 November 2022 – 28 February 2023. You’ll have to sign up within the promo period and activate your service within 2 months of your signup date.
How do I get Pakej MyKabel?
If you’re a new subscriber, you can apply online at www.time.com.my or via our Sales Ninjas.

Our Sales Ninjas will be running on-ground activities to promote Pakej MyKabel at the selected locations above. They’ll be on hand to help you get signed up so feel free to approach any of them.

If you’re already a Time Fibre Home subscriber, log into Self Care and you should see a pop-up offering the Pakej MyKabel promo.
Is there a contract period for Pakej MyKabel?
Yes, you’ll have to sign up for a 24-month contract.
Can I upgrade my plan after subscribing to Pakej MyKabel?
Yes, absolutely! You can upgrade immediately and continue to enjoy the monthly RM20 discounts for your remaining contract term with your new plan.
Can I downgrade my plan after subscribing to Pakej MyKabel?
Yes, you can, but your RM20 monthly discount will be forfeited and your contract will be reset for 24 months.

You’ll only be able to downgrade from the 7th month onwards.
If I move and relocate my service, do I still get to enjoy the promo?
Yes, as long as Pakej MyKabel is also available at your new address. Just log into Self Care, click Manage Plan > Relocate Service.

If Pakej MyKabel isn’t available at your new address, your RM20 monthly discount will be forfeited and your monthly subscription fee will return to its original retail price.
If I transfer ownership of my account, does the discount still apply?
Yes, the monthly RM20 discounts will continue for the remaining months of your contract.
I’m already a Time subscriber. Can I switch to Pakej MyKabel?
Yes, you sure can. You’ll be eligible for Pakej MyKabel after serving 6 months of your contract. But your contract will be reset for 24 months. Just log into Self Care and you should see a pop-up offering the Pakej MyKabel promo.

If you’ve finished serving your full 24-month contract, you can switch to Pakej MyKabel anytime and enter into a new 24-month contract.
Can I enjoy other promotions/offers from Time at the same time?
The Pakej MyKabel promo cannot be stacked with other promos except for the Time Fibre Home Offer for the Differently-abled (OKU).

If you’re a new Time subscriber, just sign up online at www.time.com.my or via our Sales Ninja to get the Pakej MyKabel promo. You can then apply for the OKU promo by clicking here.

If you’re an existing Time subscriber, log into Self Care to renew your plan and you’ll automatically enjoy both the Pakej MyKabel and OKU promos.

New Subscriber Promo (100Mbps, 500Mbps & 1Gbps)

What do I get with this promotion?
As a new subscriber of Time Fibre Home, you get to enjoy:
Plan Discount Free Devices
100Mbps First Month On Us N/A
500Mbps RM40 off x 6 months Free Mesh WiFi (1 x WiFi 5 mesh node)
1Gbps RM50 off x 6 months Free Mesh WiFi (1 x WiFi 5 mesh node)
How long will this promotion last?
This promotion is valid from 1 November 2022 – 31 December 2022.
Who is eligible for this promotion?
New subscribers of the Time Fibre Home 100Mbps, 500Mbps or 1Gbps subscribers on a 24-month contract.

Subscribers of the no contract plan are not eligible.
Can I enjoy other promotions/offers from Time at the same time?
Unfortunately, no. You can only enjoy one promotion at any time. Once submitted, you will not be able to change or select other promotions until after your service is activated, as long as it’s still within the promotion period.
Can I upgrade/downgrade my plan after I redeem this promotion?
Yes, absolutely! What’s more, if you upgrade within the promotion period, you’ll get to enjoy the promotion attached to the new upgraded plan, be it bill rebates and/or discounted devices. However, you will forfeit the discount you initially enjoyed and your 24-month contract will be reset.

If you upgrade your plan after the promotion period, any discount you may be enjoying will continue with no contract reset.

Any downgrade will result in the forfeiture of the discount and you’ll only be able to downgrade after the first 6 months of your contract.
What if I terminate my subscription?
If you terminate your subscription within the first 6 months of your contract, you will:
  • Forfeit any discount you’ve been enjoying;
  • Incur a device penalty equivalent to the value of the free WiFi 5 mesh node (RM169); and
  • Incur an early termination penalty of RM500.

If you terminate your subscription within your 24-month contract term, you will be charged a RM500 early termination penalty.
How do I sign up for this promotion?
You can sign up online via www.time.com.my or through our authorised dealers.
If I subscribe during the promotion period but schedule the installation after the validity period, will I still be entitled to the promotion?
Yes, you will still be entitled to the promotion as long as you sign up within the promotion period. However, if the installation has not taken place within 2 months of your subscription date, your application will be automatically withdrawn and you will no longer be entitled to the promotion.
How will I receive the promotion discount once I have subscribed to the service?
The discounts will be deducted from your first full month’s bill or the monthly bills of your first 6 months, whichever applicable. However, other charges such as voice calls, deposits, add-ons etc still apply.

The free device will be installed by us free of charge during service activation.
If my first month’s broadband subscription fee is free, why am I still being charged in my first bill?
The First Month On Us promotion for 100Mbps plans applies to your first full month’s broadband fees. The charges you’re seeing in your very first bill may be pro-rated charges leading up to your first full month or other charges such as voice calls, add-ons etc.

Free Touch ‘n Go eWallet Credits (500Mbps, 1Gbps & 2Gbps)

How do I get the Touch ‘n Go eWallet credits?
If you sign up for the Time Fibre Home 500Mbps, 1Gbps or 2Gbps plan between 1 November 2022 and 31 December 2022 and activate your service by 31 January 2023, you will receive a:
Plan eWallet Credits
500Mbps RM100
1Gbps RM150
2Gbps RM200
The eWallet credits is subject to availability and is given on a first-come, first-served basis. This promotion is only eligible for Time Fibre Home 24-month contract signups. Those subscribing to our no contract plans are not eligible.
How long will this promotion last?
This promotion is valid from 1 November 2022 to 31 December 2022. To enjoy the promo, you must sign up during this period but your service may be activated by 31 January 2023.
If I subscribe during the promotion period but schedule the installation after the validity period, will I still be entitled to the promotion?
You will still be eligible to receive the eWallet credits as long as your service is activated by 31 January 2023. Please note that the eWallet credits is subject to availability and is given on a first-come, first-served basis.
I am not able to activate my service by 31 January 2023 due to my building management’s restrictions/other limitations. Can I still participate in this giveaway?
Unfortunately, your service has to be activated on or before 31 January 2023 in order to be eligible for this promotion.
Will I still be entitled to receive the credits if I change my plan or terminate my subscription after service activation?
Unfortunately, you will forfeit this promotion if you change your plan or terminate your subscription after service activation.
How will I know if I’ll be receiving the eWallet credits?
We will reach out to you via email within 7 working days of your service installation date to inform you of your eligibility. The eWallet credits will be delivered electronically to the subscriber’s registered email address by 28 February 2023.
When will I receive the eWallet credits?
The eWallet credits will be delivered electronically to the subscriber’s registered email address by 28 February 2023.
How do I use the eWallet credits?
You can only use the credits via the Touch ‘n Go eWallet app. All you have to do is key in the reload code to top up your eWallet credit. Please note that the eWallet credits cannot be refunded, converted or exchanged for cash.
How long are the eWallet credits valid for?
The credits validity period will be stated in the email you receive with the code. Remember to use it before it expires as the credits will not be renewed under any circumstances. It will also not be replaced/reimbursed if lost or stolen.
Can I enjoy other promotions/offers from Time concurrently?
You will only be eligible for the Touch ‘n Go eWallet credits and the promotions currently running for our 500Mbps and 1Gbps plans under the New Subscriber Promo if you sign up online via www.time.com.my.

The eWallet credits is subject to availability and is given on a first-come, first-served basis.

Time Fibre Home Offer for the Differently-abled (OKU)

What is this offer about?
Malaysian citizens who are registered as Person(s) with Disabilities or Orang Kelainan Upaya (OKU) will be able to enjoy RM10 off their monthly Time Fibre Home bill for as long as they remain Time subscribers.
Who is eligible for this offer?
Malaysian citizens who are registered as OKU by the Department of Social Welfare Malaysia (Jabatan Kebajikan Masyarakat) are eligible. Subscribers must include a copy of their Malaysian IC and valid OKU card in their application.
I’m interested. How do I subscribe?
Eligible subscribers may reach us via these channels:
Is this plan available for Astro IPTV subscribers?
No, this plan is not applicable to Astro IPTV subscribers.
I am an existing Time Fibre Home subscriber. Can I enjoy this offer?
For existing customers who wish to subscribe to this service, please submit your request via Self Care. Log in to SelfCare > Manage Plan > Other Modification > Convert to a PWD/OKU Plan
Can I enjoy other promotions/offers from Time concurrently?
Yes, you can enjoy this promotion with other promotions that we are running. For example, the RM10 off OKU offer stacked with a RM10 off x 24 months promo means that you can enjoy RM20 off every month. However, the latter will expire after 24 months but your OKU offer continues for as long as you are our subscriber.
Will I receive any backdated discount if I’ve been using Time before this?
No backdated discount will be given. However, you’ll be able to enjoy the discount for as long as you’re subscribed to our service.
If I transfer ownership of my subscription to a differently-abled person, will he/she be entitled for the promotion?
Yes, they can enjoy the promotion as long as they are registered as a Person(s) with Disabilities or Orang Kelainan Upaya (OKU) with a valid OKU card.
How will I know if I’ve received the discount?
You will see the amount deducted in your bill under the discount section.

Hook Up and Earn Programme (HUAE)

Who is eligible for this programme?
All Time Fibre Home subscribers who have had their service activated will be eligible for this programme.
What is the duration of this programme?
This programme is valid from 29 September 2017 until further notice, so start referring your family and friends while it lasts!
How do I refer a friend?
Retrieve your unique link by logging into your Self Care by heading over to Rewards > Hook Up & Earn. Send your referral link to your friends for them to sign up for Time Fibre Home.
What do I get if I successfully refer a friend?
For every successful referral, you will get a RM100 bill discount which will offset your monthly recurring broadband charges. Your friend’s service has to be activated to be considered a successful referral and the bill discount will be reflected in your next bill.
Is there a limit to the number of friends that I can refer?
There is no limit to the number of friends that you can refer, so you can refer as many friends as you want.
If I have successfully referred 3 friends this month, do I get RM300 bill discount in my next bill?
This depends on your monthly recurring broadband charges. If your monthly recurring broadband charges is less than RM300, the bill discount balance will be brought forward to the subsequent bill statement.
Would I know whether my friend has signed up with Time?
You will receive an email notification once when your friend successfully signs up to Time Fibre Home and one more time when your friend’s service has been successfully activated.
When will the RM100 discount be reflected in my bill statement?
It depends on when you will receive your monthly bill statement and when your friend’s service gets activated. The RM100 bill discount may take up to 45 days to be reflected in your bill statement.
How do I check the status of my referrals?
To check the status of your referrals, log in to your Self Care and head over to Rewards > Hook Up & Earn > Referral Status.
What happens if I terminate my subscription?
Once your subscription is terminated, you will not be able to continue enjoying the bill discounts. All discounts from new referrals or any discount balance brought forward from the previous bill will be forfeited.

Time Rewards

What is Time Rewards?
Time Rewards is our way of rewarding and thanking you for staying with us, with surprise rewards up for grabs on the 15th of every month from 12am via the Time Internet App.
How does Time Rewards work?
Log in to Time Internet App on the 15th of the month from 12am to grab your share. Rewards are available on a first-come, first-served basis, so act fast before they are fully grabbed. Please note that each customer is only eligible for one reward each year. Once the reward has been successfully grabbed, it will be saved under “Rewards” page. Be sure to redeem your rewards at the participating outlets before the voucher expires!
Am I eligible to participate in Time Rewards programme?
You will need to be an active Time Fibre Home subscriber with the Time Internet App to be eligible to participate in Time Rewards. Download and install now:
When will the rewards be up for grab?
The rewards will be up for grab on the 15th of every month from 12am, but it is only valid for customers who have not grabbed their reward this year. Log in to Time Internet App early on that day to ensure you do not miss the reward.
I missed the reward this month. Can I claim my reward next month?
You are eligible to claim the reward, provided that you have not claimed any reward yet this year.
Can I transfer my reward to someone else?
The reward claimed is non-transferable. You are required to present your reward voucher at participating merchant’s outlet for redemption and validation.
My reward voucher was not accepted or redeemable at the participating merchant’s outlet. What should I do?
Please talk to us via Live Chat and we’ll figure it out together.
Why was I not able to grab the reward from Self Care?
Time Rewards is now available exclusively on Time Internet App. If you do not have the app yet, fret not. Simply download and install the app from:
What is Self Care?
Self Care is our self-service portal that allows you to manage your account and subscribed service(s) online. You can also download our Time Internet App from Google Playstore, Apple App Store or Huawei App Gallery. Watch our quick video guide showing you how to log in to Self Care:
What can I do on Self Care?
You can:
  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.
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
*Features may vary with different device models.
Who can use the app?
The app is available to all Time Fibre Home customers. Download it now:
Where can I download the app?
You can download the Time Internet app for free at the Google PlayStore, Apple App Store and Huawei App Gallery. Download it now:
How do I log in to the app?
Download and open the Time Internet app. You can log in using the same username and password as your Self Care. Otherwise, click “Register” and follow the on-screen instructions. Please note that your default username is your MyKad/passport number and cannot be changed.
How do I change my password?
Click on the three horizontal lines on the top left of your screen. This will bring up the side bar. From there, click “View Profile” and then tap on “Change Password”. Input your new password and tap on “Save”. We recommend that you refresh your password every 3 months to ensure the security of your account.
I forgot my password. What should I do?
Click the “Forgot Password?” link on the Self Care login page. You will need to enter your Account Number and your MyKad/passport number to receive a password reset link via your registered email.
Why haven’t I received the password reset email?
Try checking the junk or spam folder in your email. If you can’t find it or have yet to receive it, please reach out to us via Live Chat.
My app doesn’t seem to be working properly. What can I do?
If you encounter any issues with the app or want to provide feedback, reach out to us via Live Chat. You can access Live Chat by tapping on the button within the app or clicking here.

Control Hub

What is the Control Hub and how can I use it?
The Control Hub is a comprehensive suite of features within the Time Internet app that lets you manage and customise your home network to suit your needs. The full Control Hub features are listed below. Just click on the desired feature to open up a step-by-step user guide.
  1. Quick Diagnostics
  2. WiFi Configuration
  3. Parental Controls
  4. Device Installation
*Features may vary with different device models.
I am using a TP-Link/D-Link/Linksys device. Why can’t I see the Control Hub features? How do I get it?
The Control Hub features vary with device models. Some features are not available on older devices. We recommend upgrading to the latest devices to access the full suite of tools. Check out our range of devices on Self Care. If you’ve been with us for more than 12 months, you are eligible for free devices upon a contract renewal.
What are PPPoE credentials and how do I get them?
Simply put, Point-to-Point Protocol over Ethernet (PPPoE) is the technology that enables us to deliver you the Internet and the PPPoE username and password are typically used to configure your modem or router. To get your PPPoE credentials, all you have to do is tap on the “PPPoE Credentials” button on the Control Hub screen to view your username and password

Bill Payment

How do I pay my bill on the Time Internet app?
All you have to do is open up your app and tap on “Pay Now”. Or watch this handy step-by-step video guide:
What are the payment methods are available in app?
You can pay one of three ways on the app:
  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 is 2Gbps available?
2Gbps is currently only available in selected buildings in these three locations: Mont Kiara, Segambut and Desa Park City. But fret not, we are working on bringing it to more places soon.
Where will you expand 2Gbps coverage to next?
We are rolling out 2Gbps in stages to several more locations in the coming months.
Why is it only available in selected locations?
Launching 2Gbps means that we have to upgrade our existing infrastructure to accommodate the new speed. We have identified Time-ready buildings in various locations and are currently working on upgrading them in stages.
How do I subscribe to 2Gbps?
You can apply online or via our authorised distributors. But first, you can check if 2Gbps is available in your building here.
Is there a contract period for the 2Gbps plan?
Yes, a 24-month contract is applicable to all 2Gbps plans. The no contract option is not available for this plan.
Can I upgrade to 2Gbps?
Yes, absolutely! As long as 2Gbps is available in your building. Just log in to Self Care, click Manage Plan > Change Broadband Plan.
Can I downgrade to a lower speed?
Yes, for sure. But do take note that you won’t be allowed to downgrade your plan within the first 6 months of your contract. You can only do so from the 7th month onwards. If you downgrade your plan, your contract will reset for another 24 months.
Can I relocate my 2Gbps plan to a new address?
Yes, as long as 2Gbps is also available at your new address. You can log in to Self Care to check for coverage.
What if I terminate my subscription?
If you terminate your subscription within your 24-month contract, you will be subject to an early termination penalty equivalent to the total fees of your remaining contractual months. This applies to your 2Gbps subscription and any lower speed plan you’ve downgraded to. There is no penalty for cancelling your service once you are out of contract.
I’m on the 2Gbps plan but my speed is nowhere close. What’s the deal?
The best way to achieve high speeds and performance is to use a wired connection. Here’s what you need to take note of:
  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 followin devices with every 2Gbps subscription: – 1 x 2Gbps WiFi 6 router; and – 2 x WiFi 6 mesh nodes. The router features a 2.5Gbps LAN port that can support speeds up to 2Gbps while the mesh nodes widen your WiFi coverage at home.
How many LAN ports does the router have
The 2Gbps router has 4 LAN ports, including one (1) 2.5Gbps port.
Is the router compatible with your other devices?
Yes, our 2Gbps router is compatible with our WiFi 5 and WiFi 6 Huawei devices, namely the Huawei WA8021V5 and HG8145X6.
Do we really need 2Gbps?
We create and consume more and more data with each passing year. By introducing 2Gbps now, we are ready to serve Malaysians as their demand for bandwidth grows.
How fast can 2Gbps be? Will it be noticeably different from 1Gbps?
A high bandwidth plan like 2Gbps means it can support more devices and more concurrent activities like streaming and gaming. Whether your household is large or if you’re multitasking on several platforms, you won’t have to compromise on Internet speed.
How do I get these devices?
You will receive complimentary routers with every new subscription of Time Fibre Home and will also have the option to add on more devices during the signup process. If you’re an existing Time Fibre Home subscriber, you can purchase our devices from the Self Care shop or renew/upgrade your plan to redeem free devices.
What type of router or devices does Time provide with every subscription?
We provide mesh-enabled routers with all our plans, featuring both WiFi 5 and WiFi 6 technologies. Based on your building type and installation requirements, new subscribers may receive:
Plan Devices
100Mbps 1 x WiFi 5 device
500Mbps 1 x WiFi 6 router; and 1 x WiFi 5 device
1Gbps 1 x WiFi 6 router; and 1 x WiFi 5 device
2Gbps 1 x 2Gbps WiFi 6 router; and 2 x WiFi 6 mesh nodes
If you are an existing subscriber who has recontracted, we will provide you:
Plan Devices
100Mbps 1 x WiFi 5 device
500Mbps 1 x WiFi 6 router; and 1 x WiFi 5 device
1Gbps 1 x WiFi 6 router; and 1 x WiFi 5 device
What does a “mesh-enabled router” mean?
A mesh-enabled router means the device is equipped with mesh capabilities. A traditional mesh WiFi setup typically requires a mesh node to be placed next to the router to act as a gateway. Since our routers are mesh-ready, we eliminate the need for an extra device. All you have to do is place mesh nodes where your WiFi signals are weaker and you’re ready to enjoy strong and seamless WiFi all over your home.
What is WiFi 5 and WiFi 6 and what’s the difference?
WiFi 5 is a WiFi standard which effectively introduced the 5Ghz frequency band to WiFi networks. It’s the technology most commonly used in modern routers and is compatible with almost all devices. WiFi 6 is the next generation in WiFi technology, delivering faster speeds and better performance overall. It is capable of serving more devices more efficiently. Devices connected to this latest standard have to be WiFi 6-enabled to benefit from the improved technology.
Can I upgrade my WiFi 5 router to the WiFi 6 router?
Yes, you can. Just opt for the router upgrade at RM99 when you’re signing up with us. If you’re already a Time subscriber, simply log in to Self Care to purchase the device.
Are the mesh nodes compatible with each other?
Please refer to the table below to check for device compatibility:
Devices WiFi 5 mesh node (Huawei WA8021V5) WiFi 5 mesh node (TP-Link HC420) WiFi 6 router/mesh node (Huawei HG8145X6) 2Gbps WiFi 6 router (Huawei HN8245X6)
WiFi 5 router (Huawei HG8145V5)
WiFi 5 mesh node (Huawei WA8021V5)
WiFi 6 mesh node/router (Huawei HG8145X6)
2Gbps WiFi 6 router (Huawei HN8245X6)
WiFi 5 mesh node (TP-Link EC440)
TP-Link EC230
D-Link 882
Other models
Will my entire house be able to get WiFi?
Whole-home WiFi coverage depends on the size of your house and the number of mesh nodes you have. The more mesh nodes, the wider the coverage. Actual coverage may also vary because of:
  • Environmental factors – include building materials, physical objects, and obstacles.
  • Network conditions – include local interference, volume and density of traffic, product location, network complexity, and network overhead.
  • Client limitations – include rated performance, location, and connection quality.
How do I install the devices?
Our Tech Ninjas or Time authorised installers will do it for you.
Is there a warranty period for the devices?
Equipment Limited Warranty Period
All routers and mesh nodes supplied by Time 2 years
DECT Phone 1 year
ONU Lifetime

Fee Devices and Monthly Discounts

What is the loyalty programme about?
This campaign is our way of thanking our long-time subscribers with awesome deals valued up to RM808 that not only offer more savings but a better home Internet experience. Eligible 100Mbps subscribers have the option to redeem a free OmniMesh device with a contract renewal and/or triple their speed to 300Mbps with a free OmniMesh device for an additional RM10/month. This gives them an option to get more bandwidth to keep up with increased usage and/or a bigger household as well as to optimise their home WiFi network. Eligible 500Mbps and 1Gbps subscribers, who are already on our higher bandwidth plans, get to enjoy discounts on their subscription fees and/or redeem free OmniMesh devices to optimise their WiFi network with a 24-month contract renewal.
How long is this promotion valid for?
This promotion is valid from 28 July 2021 until further notice.
How do I check if I’m eligible?
Just log in to Self Care to check out what we’ve got in store for you!
When will my new broadband subscription fee take effect?
The new subscription fee will take effect in your next bill.
Are there any other charges I need to be aware of?
You will be billed for voice service usage, purchase of device(s) and subscription fee(s) for other value-added service(s), if any.
During this promotion, can I enjoy other promotions/offers from Time as well?
You are eligible for only 1 promotion at any time. Upon acceptance of this promotion, you will not be able to change or select other promotions.
What is mesh WiFi and how does it extend my home coverage?
We offer a range of mesh-ready of mesh routers and nodes that when paired, deliver consistent speeds across your home. When you place a mesh node in a WiFi dead zone, the node will capture and broadcast the wireless signal and speed of your router to hard-to-reach corners of your home. By placing mesh nodes in strategic spots throughout your home, you can create a seamless, stable WiFi network that keeps you connected no matter which room you’re in. Find out more about our devices by visiting www.time.com.my/for-home/devices.
When will I receive my free devices?
We will deliver and install the device for you on the appointment date you have selected in Self Care.
Can I change my plan after I redeem the discount/free devices
Yes, you can, but you will forfeit the RM20 monthly discount if you have taken up the 300Mbps offer. For 500Mbps and 1Gbps subscribers who have taken up the 24-month contract renewal offer, you can still enjoy the RM10 monthly discount if you opt for an upgrade but downgrades will result in the forfeiture of this monthly discount. Please note that you will not be allowed to downgrade your plan within the first 6 months of your contract for all deals listed under this loyalty campaign. The downgrade option will be made available from the 7th month onwards.
What if I terminate my plan after I redeem the discount/free devices?
If you terminate your subscription within the first 6 months of your contract, you will incur a device penalty equivalent to the value of the one (1) free mesh node. This penalty does not apply to the router. If you terminate your plan within your 24-month contract tenure, you will be subject to a RM500 termination penalty.
Can I reschedule my appointment?
Yes, you can reschedule your appointment up to three (3) times via Self Care.

Philips Air Purifier Redemption

What do I get with this redemption?
Existing Time Fibre Home 500Mbps or 1Gbps subscribers who have been with us for 20 months or longer are eligible to receive a Philips Air Purifier 800 Series AC0820/30 worth RM689. The device is given on a first-come, first-served basis, while stocks last.
How long is this promotion valid for?
This promotion starts from 29 June 2022 until stocks run out. Device is given on a first-come, first-served basis.
How do I check if I’m eligible?
Just log in to Self Care to check out what we’ve got in store for you.
During this promotion period, can I enjoy other promotions/offers from Time as well?
You are eligible for only one (1) promotion at any time. Upon acceptance of this promotion, you will not be able to change or select other promotions.
When will I receive my free device?
The Philips air purifier will be delivered to you within 21 working days from the date of payment of your new contract’s first bill. It will be sent via our delivery partner.
Can I change my plan after I redeem the free device?
Yes, you can, but please note that you will not be allowed to downgrade your plan within the first 6 months of your contract for all deals listed under this loyalty campaign. The downgrade option will be made available from the 7th month onwards.
What if I terminate my plan after I redeem the free device?
If you terminate your subscription within the first 6 months of your contract, you will incur a device penalty of RM500 on top of an early termination penalty of RM500. If you terminate your plan within your 24-month contract tenure, you will be subject to a RM500 termination penalty.
Who do I contact for maintenance, repair or warranty updates?
Register your device with Philips via their website and visit their support page for any questions or assistance with their products.
How long is the warranty?
The warranty for the Philips air purifier is covered by the manufacturer for 2 years. Please register the device online via their website.
How do I check on the delivery status of the device?
Our delivery partner will send you an SMS with a tracking number. Alternatively, you can give them a call at 03-79832020 to check on your delivery status by passing the e-business team your tracking number.
Where can I lodge a complaint?
To reach out to us, you can:

1. Talk to us via Live Chat; or
2. Write to us here.

We encourage you to approach these channels for assistance first before lodging a complaint with MCMC.
What happens after I lodge a complaint?
You will receive an acknowledgement from us via email. We will then begin our investigation and contact you should we need more information.

Please ensure you provide us with the latest contact information so that we may reach you.
What kind of information do I need to include in the complaint?
To smoothen the process, we recommend that you use this template:

Full name (as per MyKad/passport):
NRIC/Passport number:
Phone number:
Email address:
Account number
Nature and detailed description of the issue:
Why does my case show that it has been resolved but nothing has been done?
We will temporarily resolve the case if we fail to reach you after 3 staggered attempts. You will receive an email informing you of the case closure. However, you can reach out to us again to reopen the case.
How long does it take to resolve a complaint?
This depends on the complexity of the complaint. We endeavour to resolve simple cases within 3 working days, while complex cases involving many parties may take up to 10 working days.
Is TCP access to the Internet on Port 25 (SMTP) allowed?
Access to the Internet on Port 25 (SMTP) is not allowed to safeguard against any involvement in spamming activities including sending unsolicited e-mails, receiving responses by any means from unsolicited bulk/commercial e-mails sent via service providers. For further information, kindly refer to here.

Tips And Tricks

Get Started
Here’s a handy guide for you to get to know our services and features.
SHOW ME
Time Hacks
Need help with your connection? Time Hacks may have the solution you need.
TAKE ME THERE