TIME dotCom ~ Frequently Asked Questions

1. What is TIME Fibre Broadband?

TIME Fibre Broadband is a high speed Internet access service brought to you by TIME dotCom Berhad.
This service offers a high-speed, reliable Internet connection utilising a state-of-the-art fibre optic network. With the high-speed bandwidth, it is ideal for supporting most broadband applications such as voice, web surfing, video streaming, e-commerce and other Internet based applications.

2. What is unique about TIME Fibre Broadband as compared to other internet providers?

TIME Fibre Broadband is based on a series of next generation technologies that give you access to the Internet at higher speeds (up to 50Mbps).

3. Do I need a phone line to get connected to TIME Fibre Broadband?

You do not need a phone line to be connected to the service. However, a fibre optic connection into your home would be required for this service. TIME provides complete installation services into your home for your convenience.

4. Is there a minimum contract period?

Yes, you will be bound to a 12 month contract period upon subscription unless stated otherwise.

5. What are the prices for the service packages?

The prices for the service packages are as follows:

TIME Fibre Broadband	Price
2 Mbps	RM 149 / month
5 Mbps	RM 199 / month
10 Mbps	RM 329 / month

6. What does TIME Fibre Broadband offer and how fast is the speed?

TIME Fibre Broadband offers you higher speed Internet access that allows you to spend more time surfing than waiting, thus increasing your efficiency and productivity.
High speed Internet access packages range from:

TIME Fibre Broadband	BOOST Speed (Included with package)	Additional Usage (Over monthly BOOST limit)
2 Mbps	10Mbps for 10hours every month	RM10 for 2 hours RM18 for 4 hours RM35 for 8 hours
5 Mbps	50Mbps for 15hours every month
10 Mbps	50Mbps for 30hours every month

7. How much email storage space is provided?

You will be given a free email account with a 100MB mailbox, which can be obtained from http://webmail.time.net.my.

8. Where is the service currently being offered?

The service is currently being offered in the following locations:-

Mont' Kiara Pines
Mont' Kiara Astana
Mont' Kiara Sophia
Mont' Kiara Pelangi
Mont' Kiara Palma
Mont' Kiara Damai
Mont' Kiara Bayu

Please contact our 24/7 Customer Service Centre at 1800 18 1010 for further information.

9. Do you plan to expand the TIME Fibre Broadband service coverage to other areas?

Yes, we are planning to expand the coverage to other areas within the greater Mont Kiara community.

10. What are the benefits of using the service?

The service offers high-speed Internet access of up to 50Mbps.
A telephone line is not required to enjoy the service. However, a fibre-optic connection into your residential premise and an optical modem is required and will be provided by TIME.
Attractive packages at competitive rates.

11. What do I require to enjoy this service?

To connect to the TIME Fibre Broadband service, TIME will provide you with the necessary equipment such as an optical modem and the necessary cables. Our technician will perform the necessary cabling and installation of the equipment at your home where necessary. You would need a PC/notebook with the minimum requirements as stated below:

CPU	Any Intel, AMD based CPU or equivalent
Operating System	Window XP, Mac OS X, Linux or better with PPPoE Support
RAM	128MB or better
Hard Drive	20MB free space
Monitor	At least 800 x 600 for Internet surfing
Network Interface	10/100/1000 BaseT Ethernet Port

12. Do I need to purchase any additional equipment?

No. You do not need to purchase additional equipment in order to get connected to TIME Fibre Broadband. TIME will supply all the necessary equipment.

13. Should the equipment become faulty, damaged or lost during my 12 month contract period, will I be charged for it?

All equipment provided by TIME shall be maintained by TIME for the duration of the subscription. Should the provided equipment become faulty through no fault of the customer, TIME will repair or replace the equipment and there will be no charges imposed. However, the loss of equipment or damage due to the customer's negligence or abuse will not be covered. TIME will provide replacement equipment which will be charged to the customer. Please call our 24/7 Customer Service Centre at 1800 18 1010 for further information.

14. Will there be any charges for additional cabling?

TIME shall provide cabling services and a wall-socket installation to one location within the customer's home. Should the customer want the wall-socket to be relocated in the future, TIME will charge for the relocation services and the cost shall be based on the cabling material and manpower required.

Relocate Socket	Fee
Relocation within building (indoor)	RM 80.00
Relocation to adjacent building (outdoor)	RM 120.00

15. How can I subscribe to the TIME Fibre Broadband service?

You may sign-up for the service via TIME's online service portal at http://www.time.com.my which is also accessible from any public Wi-Fi hotspot. TIME is providing free Wi-Fi access at the courtyard of Plaza Mont Kiara. Please contact our 24/7 Customer Service Centre at 1800 18 1010 for further information.

16. What are the documents required for the subscription?

For existing residents who are signing up, you will need to provide a photocopy of your NRIC or passport and utility bills as proof of residency. For on-line registrations, please provide a valid email address, credit card billing information and appropriate home address within the service coverage area.

17. Is there any other fee that I need to pay if I have decided to subscribe to the service?

You will be required to pay a one-time service fee that will be charged into your first bill statement:

Service activation fee - Waived
Service installation fee - RM 99 (One-time charge only)
Service reactivation fee (if any) - RM 10
Stamp duty - RM 10

18. Can I upgrade or change my package plan anytime within the contractual period?

Yes, you are allowed to upgrade packages one month after the subscription of the service but the service upgrade will only be effective on the next billing cycle. No additional fee will be charged for the upgrade. However, you may not downgrade the package within the contract period.

19. Can I terminate the subscription of the service within the minimum contract period?

Yes. However, if you terminate the subscription within the minimum contract period (12 months), you will be charged until the remainder of the month and a service termination fee based on the schedule below:

Remainder of contract period	Fee
More than 9 months remaining	+3 months subscription fee
Less than 9 months but more than 3 months remaining	+2 months subscription fee
Less than 3 months remaining	+1 month subscription fee

20. Do I need to pay any upfront deposit to subscribe to the service?

No upfront deposit is required for both local and foreign residents. However, there is an equipment deposit for the optical modem provided by TIME that will be installed in the resident's home.

Equipment installation	Deposit Fee
Optical Modem	1 month subscription fee + RM 200

21. What is the billing process for the TIME Fibre Broadband service?

Subscribers will be billed on a monthly basis and these billings will be issued by TIME dotNet Berhad. Bills will be sent via e-mail. Should the customer request for a printed bill, a service charge of RM5.00 per month shall be included into the subscription fee.

22. How long does it take for TIME to install and activate the service?

TIME will take 2 working days to install the equipment, perform the fibre-optic cabling works and activate the service.

23. How long does it take for TIME to cancel the service?

Subscribers must notify TIME by giving a two-week notice within the same month should they wish to terminate their service. Example: If a customer wishes to terminate a particular service by 31st May, he/she has to notify TIME before 17th May.

24. Where do I pay my TIME Fibre Broadband bills?

You can pay your bills at the following payment centres:

Payment Center	Payment Option
TIME payment Drop-Box, Glenmarie, Shah Alam	Cheque (Payment deposit box)
TIME online Self-Care portal	www.time.com.my
Maybank2U	Credit card & current account online
UOB	epayment or pay online
MBF	Credit card & current/ savings account online
RHB Bank Berhad	Credit card & current/ savings account online
CitiBank	Credit card & current/ savings account online
Public Bank Berhad	Over the counter/ branches, cash, bank draft, cheque & money order Online - current/ savings accounts & PBB credit card Telephone banking - current/ savings accounts & PBB credit card ATM- current/ savings accounts
Mail	Cheque only (payable to TIME dotNet Berhad)
Autodebit	Please provide photocopy of credit card (both sides) and has to be the owner's card (3rd party allowed with authorization letter - as stated in the payment T&C)
TIME Call Payment Service	By Phone at 1800 18 1010

25. If I maintain my Streamyx account, how can I access my email?

You will need to configure your email server address as below.

For Apple Mail Users

Click 'Mail'
Select 'Preferences'
Click the 'Accounts' tab, and select your Streamyx account

For 'Incoming Mail Server' field, maintain the setting as pop.streamyx.com
Next, click 'Outgoing Mail Server (SMTP)'
Select 'Edit Server List'
Click 'Account Information' tab
Change the 'Server Name' field to roam.tm.net.my

Next, click 'Advanced' tab and check 'Use default ports (25, 465, 587)'
From the 'Authentication' field, select 'Password' and enter your Streamyx username and password.

For Microsoft Outlook Express Users

Click on 'Tools'
Select 'Accounts'
Click on the 'Mail' tab
Highlight your Streamyx mail account and click on 'Properties'
Select 'Servers' tab
For the 'Incoming mail (POP3)' field, maintain the setting as pop.streamyx.com
At the 'Outgoing mail (SMTP)' field, change smtp.streamyx.com to roam.tm.net.my
Next, enable the check box for 'My server requires authentication'

Click 'Settings' and enter your Streamyx username and password.

Next, select 'Advanced' tab and ensure the Outgoing mail (SMTP) port is 25.

For Microsoft Outlook Users

Click on 'Tools'
Select 'E-mail Accounts'
From the E-mail section, click 'View or change existing e-mail accounts'
Highlight your mail account, and click 'Change'
For the 'Incoming mail (POP3)' field, maintain the setting as pop.streamyx.com
At the 'Outgoing mail (SMTP)' field, change smtp.streamyx.com to roam.tm.net.my

Next, click 'More Settings'
Enable the check box for 'My outgoing server (SMTP) requires authentication' and enter your Streamyx username and password in the 'More Settings' section.

Next, select 'Advanced' tab and ensure the Outgoing mail (SMTP) port is 25.

For Thunderbird Users

Click on 'Tools'
Select 'Account Settings'
Next, select Streamyx e-mail account and click 'Server Settings' from the left menu
Maintain the 'Server Name' setting as pop.streamyx.com

Next, select 'Outgoing Server (SMTP)' from the left menu
Highlight your mail account, and click 'Edit'
Change the 'Server Name' field to roam.tm.net.my and 'Port' field to 25
Enable the check box for 'Security and Authentication' and enter your Streamyx username and password.

26. How is the Voice service offered?

The voice service comes together with your broadband subscription on a pay-per-use term (no monthly line rental). It is a postpaid service where subscribers will be billed on a monthly basis. Subscribers are assigned with a PSTN number per service per account.

27. What kind of phone set is required? Is TIME providing the phone set to customers?

A normal analog phone set is required. TIME does not provide the phone set, so customers need to purchase it themselves.

28. Can I surf the internet and make phone calls at the same time?

Yes, you can surf the Internet and make and receive calls concurrently.

29. What do I do if I cannot make calls?

Make sure there is a dial tone once you pick up the phone. Make sure all the equipment provided are switched on. If the problem persists, please call our 24/7 Customer Service Centre at 1800 18 1010.

30. What types of calls are supported by the Voice service?

It supports local calls, STD calls, mobile calls, IDD calls and other types of outgoing calls.

31. What is the call rates offered for the Voice service?

To obtain latest call rates, please contact our 24/7 Customer Service Centre at 1800 18 1010.

32. What should I do to the phone set to get the Voice service?

Once installation is completed, the analogue phone must be connected to the optical modem interface with the RJ-11 cable.

33. What is the billing process for Voice service?

Subscribers will be billed on a monthly basis and the bill will be issued by TIME dotNet Berhad.

34. Do I have to pay for itemised billing?

No. Itemised billing is provided free of charge.