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About Reference Access Offer
REFERENCE ACCESS OFFER Pursuant to Clause 5.3.4 of the Commission Determination on the Mandatory Sta...
Learn MoreSupport > Home > Free Speed Boost
What if I’m moving to a new address? Can I still get the free speed boost?
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 su...
Learn MoreSupport > Home > Free Speed Boost
Can I pay less for a lower speed instead of the free speed boost?
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 ...
Learn MoreSupport > Home > Relocation
I’ve been a subscriber for less than 24 months. Can I still request an outdoor relocation?
Absolutely! You can request for an outdoor relocation anytime. However, a RM120 fee will apply if you’ve been with us for less than 24 months.
Learn MoreSupport > Home > Devices
What is a wireless Optical Network Terminal (ONT)?
The wireless Optical Network Terminal (ONT) is a 2-in-1 device combining ONU and router capabilities in a single box. Our WiFi 6 routers are ONTs, whi...
Learn MoreSupport > Home > Gig Speed Home (FTTR)
Can I relocate my Gig Speed Home to a new address?
Yes, you absolutely can. But, do note that there will be associated relocation fees and device costs.
Learn MoreAbout Us > Resource > Newsroom
Time completes deal with DigitalBridge for the Asian expansion of its AIMS Data Centre Business
Time dotCom Berhad (“Time” or “the Group”) today announced the completion of its transaction...
Learn MoreAbout Us > Resource > Newsroom
Time delivers solid FY2022 performance with growth across all customer segments
TIME dotCom (Time or the Group) recorded another solid performance for the financial year ended 31 D...
Learn MoreSupport > Home > 2Gbps
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.
Learn MoreSupport > Home > Relocation
What should I do if I submitted the wrong address or relocation type?
You can withdraw your submission in Self Care. Just scroll down to Activity Log and look for the “Withdraw Submission” button.
Learn MoreSupport > Home > Upgrade/Downgrade Plan
How long does it take to process my upgrade/downgrade?
The request will be processed within 7 working days.
Learn MoreSupport > Home > Termination
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.
Learn MoreSupport > Home > Billing & Payment > Auto Debit
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.
Learn MoreSupport > Home > Plans > Voice Plans
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 Res...
Learn MoreSupport > Home > Subscription > Installation
Will there be any drilling involved during the installation process?
Yes, some drilling may be necessary, but we will request your prior approval.
Learn MoreSupport > Home > Promotion > Hook Up and Earn Programme (HUAE)
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 wi...
Learn MoreSupport > Home > Promotion > Hook Up and Earn Programme (HUAE)
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 ...
Learn MoreSupport > Home > Self Care
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 fu...
Learn MoreSupport > Home > Self Care
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.
Learn MoreSupport > Home > Self Care
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 t...
Learn MoreSupport > Home > Self Care
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 t...
Learn MoreSupport > Home > Time Internet App
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.
Learn MoreSupport > Home > Time Internet App
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 t...
Learn MoreSupport > Home > Time Internet App
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 ...
Learn MoreSupport > Home > Anti-Spam Policy
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-ma...
Learn MoreSupport > Business > Anti-Spam Policy
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-ma...
Learn MoreSupport > Business > Relocation
I have submitted the wrong address/relocation type. How do I withdraw my application?
Please contact us via Live Chat to withdraw your request.
Learn MoreSupport > Business > Termination
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.
Learn MoreSupport > Business > Termination
How do I terminate my business Internet?
On your Self Care dashboard, click Manage Plan > Terminate Service. Fill up the form and submit your request.
Learn MoreSupport > Business > Devices
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 ar...
Learn MoreSupport > Business > Subscription > Voice
How many voice line(s) are bundled together with the subscription of Time Fibre Business?
The subscription comes with 1 voice line with no rental charge. If you need more voice lines, you may subscribe to the Time Basic Voice Line.
Learn MoreSupport > Business > Subscription
What other services do I get when I subscribe to Time Fibre Business?
You get one (1) voice line with free calls of up to: – 100 mins/month for the 100Mbps plan – 200 mins/month for the 300Mbps plan – 3...
Learn MoreSupport > Business > Subscription
How do I subscribe to Time Fibre Business?
Drop your details here and we’ll get in touch with you. Alternatively, you may subscribe via a Time authorised dealer.
Learn MoreSupport > Business > Self Care
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 fu...
Learn MoreSupport > Business > Self Care
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.
Learn MoreSupport > Business > Self Care
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 t...
Learn MoreSupport > Business > Self Care
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 t...
Learn MoreAbout Us > Resource > Newsroom
Time partners with DigitalBridge to expand its AIMS Data Centre Business across Asia
Shah Alam, 22 November 2022 – TIME dotCom Berhad (“Time” or “the Group”) today announced ...
Learn MoreAbout Us > Resource > Newsroom
TIME now offers private connectivity to Alibaba Cloud Express Connect in Malaysia
Shah Alam, 6 September 2022 – TIME dotCom [“TIME”] today announced their partnership with Alib...
Learn MoreEnterprise > Solutions > Cloud for Business Continuity
Cloud for Business Continuity
15 June 2022
Learn MoreFAQ Archives
Support Archives FAQ Archives Time Fibre Home Promo: New Subscriber Promo – Online Exclusive (...
Learn MoreFor Home
Time Hacks
HACK YOUR BROADBAND Make your Internet work for you. Check out our tips and tricks to make the most ...
Learn MoreSupport > Home > Free Speed Boost
I'm an existing 1Gbps/2Gbps customer, why is my speed not getting a boost?
As a valued 1Gbps or 2Gbps subscriber, you enjoy the highest speeds and highest-spec devices we currently offer. But rest assured, we’re continuousl...
Learn MoreSupport > Home > Free Speed Boost
How do I know if my existing device is compatible with the new speed?
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 devic...
Learn MoreSupport > Home > Free Speed Boost
What are the upload and download speeds for the new 200Mbps and 600Mbps speeds?
Plan Download Speed Upload Speed Time Fibre Home 200Mbps 200Mbps 200Mbps Time Fibre Home 600Mbps 600Mbps 500Mbps
Learn MoreSupport > Home > Free Speed Boost
What is Time’s free speed boost all about?
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 string...
Learn MoreSupport > Home > Relocation
Can my relocation fee be waived?
Yes, only if you’ve been a Time customer for longer than 24 months and move to a different address (outdoor relocation). You can only get this waiv...
Learn MoreSupport > Home > Devices
Why am I being told to purchase additional mesh nodes when I want to relocate?
Upon your relocation, we will assess your new location and recommend additional devices if we find that the building you are relocating to has a desig...
Learn MoreSupport > Home > Devices
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. Re...
Learn MoreSupport > Home > Devices
How do I change my WiFi 6 (HG8145X6) device from working as an Optical Network Terminal (ONT) to a router/mesh node?
By default, the WiFi 6 (Huawei HG8145X6) device works as a wireless Optical Network Terminal (ONT) or a 2-in-1 device which combines router and Optica...
Learn MoreSupport > Home > Devices
What is the difference between the mesh WiFi and Fibre-To-The-Room (FTTR)?
In essence, FTTR and mesh WiFi both tackle coverage issues by strategically placing child or satellite nodes in areas with weak connections. The key d...
Learn MoreSupport > Home > Devices
How does a mesh node improve my home WiFi experience?
A mesh node extends your home WiFi coverage. When you place a mesh node in a WiFi dead zone, the node will capture and broadcast the wireless signal o...
Learn MoreSupport > Home > Devices
What does a mesh-enabled router mean?
A traditional mesh WiFi setup typically requires a mesh node to be placed next to the router to act as a gateway. Our mesh-ready routers eliminate the...
Learn MoreSupport > Home > Devices
What is WiFi 6?
WiFi 6 delivers faster speeds and better performance across the board and can serve multiple devices more efficiently. Devices connected to this lates...
Learn MoreSupport > Home > Devices
Is there a warranty period for the devices?
All equipment we provide are covered by a limited warranty during your contract period. Any loss or damage due to negligence or abuse is not covered u...
Learn MoreSupport > Home > Devices
What will happen to my device if I terminate my service before my contract term or if my contract expires?
You may keep the devices regardless of early termination or contract expiration.
Learn MoreSupport > Home > Devices
What are the specifications of Time's mesh WiFi devices?
Model WiFi Specifications No of LAN ports Plan WiFi 6 router (HG8145X6) AX3000 4 (3 usable ports when used as router) 200Mbps & 600Mbps 1G...
Learn MoreSupport > Home > Devices
What type of complimentary device(s) do I get from Time?
We provide mesh-enabled WiFi 6 routers with all our plans and WiFi 6 mesh node(s) for selected plans. Based on your building type and installation req...
Learn MoreSupport > Home > Gig Speed Home (FTTR)
What is the cable length included in the Gig Speed Home packages?
The following is the standard cable length included in each package: Gig Speed Home Package 1 parent node + 1 child node 1 parent node + 2 child n...
Learn MoreSupport > Home > Gig Speed Home (FTTR)
How long will installation take?
Plan for a session lasting between 4 to 6 hours, depending on your setup’s complexity. If you’re also setting up your new Time Fibre Home ...
Learn MoreSupport > Home > Subscription > Signup
Can I subscribe to Gig Speed Home (FTTR) when I’m signing up for a Time Fibre Home plan?
Yes, absolutely! You may add on Gig Speed Home (FTTR) to either Time Fibre Home 600Mbps or 1Gbps of your choice on a 24-month contract plan when you s...
Learn MoreSupport > Home > Gig Speed Home (FTTR)
Can I transfer ownership of my Gig Speed Home service to someone else?
Your Gig Speed Home service is tied to your account. So when you transfer your account to someone new, Gig Speed Home goes along with it. If you chose...
Learn MoreSupport > Home > Gig Speed Home (FTTR)
Why is it only available in selected buildings?
Gig Speed Home is a cutting-edge service that requires specialised installation techniques. To ensure top-notch quality, we’re currently trainin...
Learn MoreSupport > Home > Gig Speed Home (FTTR)
What is Fibre-To-The-Room (FTTR) and how is it different from mesh WiFi?
FTTR is a cutting-edge technology that involves running fibre optic cables directly to individual rooms or units within a building, providing high-spe...
Learn MoreSupport > Home > Promotion > New Subscriber Promo – Online Exclusive (200Mbps, 600Mbps, 1Gbps & 2Gbps)
If my first month's broadband subscription fee is free, why am I still being charged in my first bill?
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 ...
Learn MoreSupport > Home > Promotion > New Subscriber Promo (200Mbps & 600Mbps)
If my first month's broadband subscription fee is free, why am I still being charged in my first bill?
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 ...
Learn MoreSupport > Home > Promotion > New Subscriber Promo (200Mbps & 600Mbps)
What devices do I get with my subscription?
We provide mesh-enabled WiFi 6 routers with all our plans. Plan Devices 200Mbps 1 x WiFi 6 router 600Mbps 1 x WiFi 6 router; and 1 x WiFi 6 me...
Learn MoreSupport > Home > Promotion > New Subscriber Promo (200Mbps & 600Mbps)
What do I get with this promotion?
As a new subscriber of Time Fibre Home, you get to enjoy: Plan Discount 200Mbps First Month Free 600Mbps RM99 for First 6 Months * Every 2...
Learn MoreSupport > Home > Promotion > New Subscriber Promo – Online Exclusive (200Mbps, 600Mbps, 1Gbps & 2Gbps)
What devices do I get with my subscription?
We provide mesh-enabled WiFi 6 routers with all our plans. Based on your building type and installation requirements, you may receive: Plan Device...
Learn MoreSupport > Home > Promotion > New Subscriber Promo – Online Exclusive (200Mbps, 600Mbps, 1Gbps & 2Gbps)
What do I get with this promotion?
As a new subscriber of Time Fibre Home, you get to enjoy: Plan Discount 200Mbps First Month Free 600Mbps First Month Free + RM99 for First 6 M...
Learn MoreAbout Us > Resource > Newsroom
Time sees continued growth in 1H 2023
TIME dotCom (Time or the Group) announced its results today for the six-month period under review en...
Learn MoreAbout Us > Resource > Newsroom
Time starts the year strong with sustained growth for Q1 2023
TIME dotCom (Time or the Group) today announced its financial results for another quarter of resilie...
Learn MoreSupport > Business > Promotion > Easy Switch
How will I receive the promotion discount once I have subscribed to the service?
Once your service has been activated, the RM50 discount will be deducted from your monthly bills from months 2 to 11. You’ll need to pay for your fi...
Learn MoreSupport > Business > Promotion > Easy Switch
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 ...
Learn MoreSupport > Business > Promotion > Easy Switch
How do I sign up for this promotion?
You can sign up through our authorised dealers or Time direct channels.
Learn MoreSupport > Business > Promotion > Easy Switch
What if I terminate my subscription?
If you terminate your subscription within your 24-month contract term, you’ll be charged the balance of your remaining contractual months and forfei...
Learn MoreSupport > Business > Promotion > Easy Switch
Can I upgrade/downgrade my plan after I redeem this promotion?
Yes, you can. If you upgrade your plan, any discount you may be enjoying will continue with no contract reset. However, the value will follow your ini...
Learn MoreSupport > Business > Promotion > Easy Switch
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...
Learn MoreSupport > Business > Promotion > Easy Switch
Who is eligible for this promotion?
Anyone who is currently subscribed to another Internet service provider (ISP) and located within our selected buildings. To apply, you’ll need to pr...
Learn MoreSupport > Business > Promotion > Easy Switch
How long will this promotion last?
This promotion is valid from 18 July 2023 – 31 December 2023.
Learn MoreSupport > Business > Promotion > Easy Switch
What do I get with this promotion?
As a new subscriber of Time Fibre Business, you get to enjoy RM50 off your monthly subscription fee for 10 months. Do note that this does not include ...
Learn MoreSupport > Home > Self Care > Bill Payment
I paid my bill via Self Care. When will my payment be reflected?
Upon successful payment, you will receive a payment notification via your registered email. Your account balance in Self Care should be updated within...
Learn MoreSupport > Home > Subscription > 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...
Learn MoreSupport > Home > Relocation
Can I withdraw my relocation request?
Yes, you can! Just log into Self Care, scroll down to Activity Log and look for the “Withdraw Submission” button.
Learn MoreSupport > Home > 2Gbps
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 bandwi...
Learn MoreSupport > Home > 2Gbps
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.
Learn MoreSupport > Home > 2Gbps
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.
Learn MoreSupport > Home > 2Gbps
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.
Learn MoreSupport > Home > 2Gbps
Where is 2Gbps available?
2Gbps is currently only available in selected buildings in these locations: Klang Valley: – Ampang Hilir – Ara Damansara – Bandar Kinrara – Ba...
Learn MoreSupport > Home > Relocation
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 belo...
Learn MoreSupport > Home > Relocation
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 relocatin...
Learn MoreSupport > Home > Transfer of Ownership
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.
Learn MoreSupport > Home > Upgrade/Downgrade Plan
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/dow...
Learn MoreSupport > Home > Termination
I changed my mind! Can I withdraw my request?
Absolutely! Scroll down to Recent Activities on your Self Care homepage and click on the “Withdraw Submission” button. You can withdraw yo...
Learn MoreSupport > Home > Termination
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 t...
Learn MoreSupport > Home > Termination
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 ...
Learn MoreSupport > Home > Termination
How do I terminate my home broadband service?
Give us a call at 1800-18-1818 or chat with us and we’ll assist you.
Learn MoreSupport > Home > Troubleshooting
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 instru...
Learn MoreSupport > Home > Troubleshooting
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 click...
Learn MoreSupport > Home > Troubleshooting
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 ...
Learn MoreSupport > Home > Troubleshooting
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...
Learn MoreSupport > Home > Troubleshooting
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 Ether...
Learn MoreSupport > Home > Troubleshooting
What do the lights on my router indicate?
For more details about what your router lights indicate, click here.
Learn MoreSupport > Home > Troubleshooting
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 ar...
Learn MoreSupport > Home > Billing & Payment > Auto Debit
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.
Learn MoreSupport > Home > Billing & Payment > Auto Debit
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.
Learn MoreSupport > Home > Billing & Payment > Auto Debit
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) ...
Learn MoreSupport > Home > Billing & Payment > Auto Debit
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 ...
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