Self Care is our online portal that lets you manage your Time account anytime, anywhere. You can view your plan, update personal details, make payments, and troubleshoot, all in one place.

You can:

• View your Internet plan and billing details

• Make payments or set up Auto Debit

• Raise support requests

• Run connection diagnostics

• Manage linked accounts

The process depends on whether your home has prelaid fibre:

• Prelaid unit: Your home already has a fibre socket, so installation is quick. Just connect your router and you’re good to go.

• Non-prelaid unit: The installer will pull fibre from outside your unit into your home.

Basic cabling is included, and additional charges may apply for extra wiring or custom setup requests (see rate card via Self Care).

Yes. You can view and reschedule your appointment directly in Self Care.

We’ve also extended installation hours up to 8PM on weekdays and 4PM on weekends (in selected buildings).

Installation usually takes 2–4 hours, depending on your unit type and cabling needs. Make sure someone aged 18 or above is present during installation, and clear the area around the router or fibre point for easy access. You’ll receive an email and SMS once your installation date is confirmed.

You can access Self Care through:

Web: Log in to Self Care

Mobile: Download the Time Internet App from the App Store or Google Play

You don’t need a separate registration. Once you have an active Time Internet service, just create a Time ID this will automatically give you access to Self Care and the Time Internet App.

Yes. If you have more than one Time Internet account, you can link them under the same Time ID. Once linked, you’ll be able to switch between accounts directly from your Self Care dashboard.

If you’re having trouble with your Internet, try these steps:

1. Check Your Lights: Ensure the Power and PON lights on your modem are on and stable.
2. Power Cycle: Turn off both your router and modem for 30 seconds, then turn them back on.
3. Check Cables: Make sure all cables are plugged in securely.
4. Test Other Devices: If you’re on WiFi, check if other devices can connect to rule out a single-device issue.

Still Offline? Use Our Self-Diagnostic Tool For a faster fix, let our system check your connection for you. Log in to Self Care → WiFi Manager and select Run a Diagnostic.

This tool automatically detects common issues and provides step-by-step guidance to get you back online. If the issue persists after the diagnostic, you can contact us directly through the portal for further assistance.

Slow speeds can be caused by WiFi interference, device limits, or background usage.
Try the following:

• Restart your router.
• Make sure no large downloads or updates are running in the background.
• Move closer to your router or use a mesh WiFi system for better coverage.

If your wired speed is consistently low, run Self-Troubleshoot in Self Care to automatically check your line condition and router connection.

Follow these simple tips to get the most out of your connection:

• Placement: Keep your router in an open, central area. Avoid placing it near thick walls, metal objects, or appliances like microwaves and cordless phones that can interfere with the signal.
• Frequency: * 5GHz: Best for high speeds and stability when you are in the same room or close to the router.
• Distance: If you use multiple mesh nodes, ensure they are placed within a reasonable range of each other to maintain a strong “handover” signal.
• Automated Updates: Don’t worry about your Huawei device firmware. It is automatically updated to ensure you always have the latest performance enhancements.

Still having issues? Run a diagnostic via Self Care → WiFi Manager. This tool can automatically detect weak signals or hardware faults and guide you through a fix.

You can check for ongoing maintenance or service interruptions through our official Facebook page for real-time updates.

This can happen if:

• Your device switches between 2.4GHz and 5GHz WiFi bands
• Too many devices are sharing bandwidth
• Your router placement limits signal strength

For a better and more stable Internet connection throughout your home, explore our Mesh Devices or FTTR.

If the issue persists after self-troubleshooting, you can reach us via:

• Live Chat in Self Care or the Time Internet App
• Call us at 1800-18-1818
• Message us on Facebook

We’re here 24/7 to assist you.

We provide mesh-enabled WiFi routers with all our plans. The type of router you receive depends on your plan and contract type:

Note: These complimentary routers are not compatible with Fibre-To-The-Room (FTTR). Subscribers to FTTR will receive parent and child nodes instead.

Yes. You can purchase WiFi 6 or WiFi 7 mesh nodes from the Shop tab in the Time Internet app.

If you upgraded your router (e.g., RM99 WiFi 7 upgrade for 200Mbps), the device remains Time’s property and must be returned if you terminate your service.

Yes, installation is free for:
New subscribers receiving their initial devices upon sign-up.

Device Purchases:
For devices purchased separately from the Self Care shop, a flat RM80 installation fee will be charged. This fee will be conveniently reflected in your next Time Internet bill.

All Huawei routers are compatible with one another, except older WiFi 5 or discontinued non-Huawei models. We recommend using the highest-spec device as your main router for best performance.

You can either:

• Pay in full, or
• Opt for a 24-month payment plan (available for verified Malaysian residents with no outstanding balance).

You can settle early anytime via Live Chat. If you transfer or terminate your account, any remaining installments will need to be cleared first.

Yes, you can use your own router as long as it is compatible with a Time Internet connection. To set it up, please follow these steps:

1. Request bridge mode: Contact our Customer Service team to request that your current Time device be switched to Bridge Mode.
2. Get your credentials: Log in to Self Care to retrieve your PPPoE username and password.
3. Manual configuration: On your own router, select PPPoE mode and enter the credentials you retrieved from Self Care.

Please note: As third-party routers vary by brand and model, the configuration and setup of these devices must be handled by the customer. Time does not provide on-site installation or configuration services for non-Time issued equipment.

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

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

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

Also known as ethernet ports, LAN ports allow your device(s) to connect to the network via a wired connection which typically yields higher speeds. Refer to the table below for the number of LAN ports our devices have:

	Device model	Device type	No. of LAN ports
WiFi 7	Huawei HG8145B7N	Mesh node/router
WiFi 6	Huawei HG8145X6	Mesh node/router
	Huawei HG8245X6	Mesh node/router
	Huawei HN8245X6	Router
WiFi 5	Huawei HG8145V5	Router
	Huawei WA8021V5	Mesh node/router
	TP-Link EC440	Router
	TP-Link HC4202	Mesh node

Note: If your device functions as a router, one port will be reserved to connect to the ONU. If your device functions as a mesh node, all available LAN ports may be used to connect additional mesh nodes or end-user devices.

Devices provided under your plan must be returned in good condition. If not, penalty charges will apply based on the device’s retail price. Purchased devices are yours to keep.

You can view your current plan and contract details through:

• Self Care → Dashboard → My Plan

• Time Internet App → My Account → Plan Details

You’ll see your subscribed Internet plan, contract period, and any add-ons tied to your account.

We currently offer the following residential Internet plans (subject to availability at your address):

Plan availability varies by building. Check coverage to see what’s offered at your location.

Yes. You can request to upgrade or downgrade in Self Care → Manage Plan → Upgrade/Downgrade.

Upgrades: If you are on a contract plan, you can upgrade at any time. These changes will take effect immediately once confirmed.

Downgrades: The timing for a plan downgrade depends on your current contract:

When you subscribe to a Time Internet plan, you can choose between a 24-month, 12-month, or no-contract option.

Each comes with its own benefits. Here’s how they compare:

When your contract ends, your plan automatically continues on a month-to-month basis at the same rate, no interruption to your service.

If you’d like to renew or switch plans, you can do so anytime via Self Care.

2Gbps is available in selected Time-ready buildings across the Klang Valley and Penang, including:

• Bangsar

• Mont Kiara,

• Subang Jaya

• Petaling Jaya

• KLCC

• Tanjung Tokong

We’re expanding coverage in stages. You can check if your building is eligible via Self Care or the Time Internet app. If available, you can subscribe online or through our authorised distributors.

Existing customers can upgrade via Manage Plan > Change Plan in Self Care.

To experience the full potential of your Internet connection, we recommend a wired setup. To achieve speeds beyond 1Gbps, ensure your hardware meets these specifications:

• Ports: Use a device and router that both feature a 2.5Gbps LAN port.

• Cables: Use a Cat6 or higher LAN cable (as Cat5e is limited to 1Gbps).

• Adapters: If your device doesn’t have a built-in port, use a USB-C to 2.5Gbps adapter.

Your plan includes a high-performance WiFi 6 router specifically built to handle 2Gbps speeds. This router is fully compatible with most Time devices, with the exception of FTTR models.

Sign in to Self Care, then go to Manage Plan → Relocate Service. Fill out the form to submit your relocation request.

If you’re moving to a new address, don’t forget to bring your Time devices along! Before submitting, make sure your new location is within our coverage area.

Relocation is available to 12-month and 24-month contract subscribers. Applicable fees are as follows and will appear in your next bill:

Additional charges may apply for requests beyond basic cabling (such as concealing cables or configuring personal devices).

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

The relocation fee will be waived upon completion of your 12-month or 24-month contract.

If you are relocating to an area that is not covered by Time’s network, you will be subject to an early termination fee in accordance with your service agreement. This fee applies if your contract has not yet reached its minimum service period.

We recommend checking your new address against our coverage map before your move. If your new location falls outside our coverage area, please contact our customer service team as early as possible so we can advise you on your options and any applicable charges.

Yes! Your relocation fee is automatically waived if you meet both of these conditions:

• Your contract has been completed
• You’re moving to a different address within Time coverage

A few things to keep in mind:

• The waiver applies once per Internet line, per calendar year
• It does not cover indoor relocations

Extra charges may apply for add-on services like cable concealment or personal device setup. These are paid directly to the installer by cash or QR Pay. Check the rate card above.

Yes! You can easily transfer your Time Internet service to someone else directly through Self Care.

How to do it: Go to Manage Plan → Transfer of Ownership and fill in the required details.

What’s required: Only the new account holder needs to upload a copy of their NRIC (front and back) for verification.

Once the details are submitted and verified, we will notify both parties as soon as the transfer is complete.

Moving to a new place? If the new owner will be using the service at a different location, they can simply submit a relocation request via Self Care → Manage Plan → Relocate Service once the ownership transfer is finalized.

Yes! You can request to change your Time Internet plan anytime via Self Care → Manage Plan → Change Plan

Upgrades: If you are on a contract plan, you can upgrade at any time. These changes will take effect immediately once confirmed.

Downgrades: The timing for a plan downgrade depends on your current contract:

Currently, we don’t offer temporary suspension or pausing of service.

You can submit a termination request for your Time Internet service through Self Care → Manage Plan → Terminate Service

Before you proceed:

• Outstanding payments: You can settle any outstanding bills or early termination fees (if you are still under contract) directly when you submit your request.

• Contract status: Please note that early termination fees apply if your contract has not yet ended.

• Device returns: If you have any Time-issued devices, these will need to be returned after your service has been terminated.

Once your request is submitted, you’ll receive an email confirmation with the next steps and detailed instructions on how to return your devices.

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

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

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

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

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

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

The Time Referral Programme rewards you for referring friends or family to Time Internet. Once the referee activates their service, both receive a reward. For details, visit the referral page at refer.time.com.my.

Follow these steps:

1. Go to refer.time.com.my.

2. Enter your contact details and your referee’s contact details in the designated form.

3. Our team will manage installation and activation.

4. You will receive WhatsApp notifications regarding your reward progress.

For referrer:
Receive a RM100 discount on your monthly Internet bill for each successful referral. The referred individual must activate their service for the referral to qualify. The discount will be applied automatically to your bill.

For referee:

Receive a RM50 TNG credit after service activation, in addition to Time’s exclusive sign-up offers. The RM50 TNG credit will be automatically added to your Touch ‘n Go eWallet upon activation. Ensure your Touch ‘n Go eWallet is active to receive the credit.

Any active Time Internet subscriber with no outstanding bills can take part as a referrer.

Referees must be new Time customers who sign up for a Time Internet plan.

You will receive a WhatsApp notification once your friend’s installation completes and your reward processes.

You can refer as many as you like. The more referrals you send, the more you earn!

Other promotional discounts will be applied first. Any remaining amount from your referral bonus will be carried forward to future bills and will not expire.

It depends on your monthly Internet fee. If it is less than RM300, the excess amount will be carried forward to the following month and thereafter as applicable.

It may take up to 45 days for this to be reflected on your bill.

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

Your Time ID is a verified digital identity that lets you access all Time services including the Self Care portal and Time Internet app with a single login.

Each Time ID is linked to one verified ID (MyKad or passport) and one verified email address.

You used to log in with your username or IC number and a password.

With Time ID, you’ll use your verified email instead and log in securely with a one-time password (OTP).

Got more than one Time subscription? You can now access them all with just one Time ID.

All Time Internet customers must activate their Time ID to access Self Care and the Time Internet app.

Check your inbox for an activation email from Time.

Click the activation link and follow the on-screen steps to confirm your identity using the OTP sent to your registered email.

Once verified, your Time ID will be ready to use.

You can request a new activation link from the Activate Time ID page in Self Care.

If you can’t access your registered email, you can use your phone number instead. We’ll send an OTP to your registered mobile number, and once verified, you’ll be able to proceed to the activation page.

You may use any of your emails or a new one, as long as it is not already registered by someone else.

You only need to activate once. The email you choose during activation will become your primary Time ID.

Yes. You can update your email during activation. An OTP will be sent to your chosen email to complete the activation.

Each Time ID links one verified personal ID to one verified email. Only one ID can be activated with the same email. You will need a different email address for your other subscriptions.

Go to the Self Care Activate Time ID page and enter the ID you wish to activate. You can choose to receive the activation link via your registered email or verify using an OTP sent to your registered mobile number.

Yes. If you have multiple subscriptions under the same ID (MyKad or passport), you can manage them all with one Time ID login.

Yes. Once you’re in the Self Care portal, just go to the Profile section to change your email address.

Make sure to verify your new email before you can use it to log in as your main Time ID.

No. Each active subscription is associated with only one Time ID at any given time.

Each Time ID is uniquely associated with one verified ID and email address. Once activated, the email address cannot be linked to another individual’s Time ID.

In future updates, other users will be able to create their own Time ID to access your account with restricted permissions, such as viewing bills, monitoring connection status, or making payments.

Your first bill will be generated within 7 days of your service activation date.

It may include pro-rated charges (for the days between activation and your first billing cycle) and an advance payment for the following month.

That’s why your first bill might be slightly higher than your usual monthly amount.

You can easily check, view, and download your bills through:

• Bills > Bill History for both Self Care and

• Bills > My Bills for Time Internet App.

From there, you can access both current and past bills, along with your payment history. Bills are also sent to your registered email each month.

Your bill includes a Summary of Charges, showing your monthly subscription, add-ons, adjustments, and any applicable taxes or credits.

If you need a breakdown of usage or detailed charges, open the Itemised Bill in Self Care or the Time Internet App.

Payments may be made using the following methods:

• Time Pay – make a quick, secure payment online without logging in

• Credit or debit card.

• Online banking or digital wallet.

• Auto Debit – set up the Auto Debit option via Self Care*

• E-wallets – Boost, GrabPay, Touch ’n Go, or MAE eWallet.

• JomPAY.

• e-pay – pay over the counter at selected stores or online.

For further details, please click here.

*Important: Please note that Card-Not-Present (CNP) transactions are not supported for HSBC and Standard Chartered debit cards.

Each account has its own individual bill. However, you can link multiple accounts under one Time ID in Self Care to easily view and manage all of them in one place.

Once payment is received, your service will automatically be restored within 24 hours.

If it’s not, try restarting your router.

Still having issues? Contact our support team for help.

An e-Invoice is a digital record of your transaction with Time, validated by LHDN.

For home Internet customers, e-Invoicing will be mandatory from 1 July 2025.

You’ll still receive your bills via email or the Time Internet App as usual, the only change is your bill will include an e-Invoice QR code, which you can scan to verify with LHDN.

To register, email your NRIC/Passport number and Tax Identification Number (TIN) to [email protected].

You can find your TIN on your income tax return or through the MyTax Portal under “e-Daftar.”

Once submitted, your e-Invoice registration will take effect on your next billing cycle.

If your tax details are missing or incorrect, LHDN may reject your e-Invoice during validation, and Time won’t be able to issue a validated e-Invoice for your account.

To reach out to us, you can:

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

We encourage you to approach these channels for assistance first before lodging a complaint with MCMC.

You will receive an acknowledgement from us via email. We will then begin our investigation and contact you should we need more information.

Please ensure you provide us with the latest contact information so that we may reach you.

To smoothen the process, we recommend that you use this template:

Full name (as per MyKad/passport):
NRIC/Passport number:
Phone number:
Email address:
Account number
Nature and detailed description of the issue:

We will temporarily resolve the case if we fail to reach you after 3 staggered attempts. You will receive an email informing you of the case closure. However, you can reach out to us again to reopen the case.

This depends on the complexity of the complaint. We endeavour to resolve simple cases within 3 working days, while complex cases involving many parties may take up to 10 working days.