Support > Home > Plans > 12-month Plan

What if I terminate my subscription?

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

Support > Business > Free Upgrade 100Mbps

I’m planning to transfer ownership of my account to a friend. Will the new owner be eligible for the free speed boost?

Yes, the new owner will get to enjoy the new speeds as long as they’re an existing Time Fibre Business subscribers on plans below 100Mbps.

Support > Home > Pakej MyKabel

What if I terminate my subscription?

If you terminate your subscription within your contract tenure, you will: Forfeit any discount you’ve been enjoying; and Incur an early termination...

Support > Home > Free Speed Boost

I’m planning to transfer ownership of my account to a friend. Will the new owner be eligible for the free speed boost?

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

Support > Home > Devices

What will happen to my 24-month payment plan if I want to transfer ownership of my account or terminate my subscription?

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

Support > Home > Gig Speed Home (FTTR)

What if I terminate my subscription?

If you choose to terminate your broadband subscription, your Gig Speed Home service will also be terminated, since it’s linked to your account. If y...

Support > 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...

Support > 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 ...

Support > 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 ...

Support > Home > Promotion > New Subscriber Promo (200Mbps & 600Mbps)

What if I terminate my subscription?

If you terminate your subscription within your contract tenure, you will: Forfeit any discount you’ve been enjoying; and Incur an early termination...

Support > 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 7 router

Support > Home > Promotion > New Subscriber Promo – Online Exclusive (200Mbps, 600Mbps, 1Gbps & 2Gbps)

What if I terminate my subscription?

If you terminate your subscription within your contract tenure, you will: Forfeit any discount you’ve been enjoying; and Incur an early termination...

Support > 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...

Support > 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...

Support > 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...

Support > Home > 2Gbps

What if I terminate my subscription?

If you terminate your subscription within your 24-month contract, you will be subject to an early termination charge of RM500 or the sum of your remai...

Support > 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.

Support > Home > Transfer of Ownership

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.

Support > Home > Billing & Payment

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 recei...

Support > Home > Billing & Payment

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 ou...

Support > Home > Plans

Can I apply for multiple broadband subscriptions?

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

Support > Home > Subscription > Installation

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.

Support > Home > Subscription > Installation

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.

Support > Home > Subscription > Installation

What devices do I get with my subscription?

We provide mesh-enabled WiFi 6 routers with all our plans and WiFi 6 mesh node(s) for selected plans. Find out more here.

Support > Home > Subscription > Signup

What devices do I get with my subscription?

We provide mesh-enabled WiFi 6 routers with all our plans and WiFi 6 mesh node(s) for selected plans. Find out more here.

Support > Home > Subscription > Signup

Can I apply for multiple broadband subscriptions?

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

Support > Home > Subscription > Signup

What documents are required for subscription?

MyKad or passport for non-Malaysians Credit card (MasterCard/Visa) if the Auto Debit payment method is selected

Support > Home > Promotion > Time Rewards

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.

Support > Home > Promotion > Time Rewards

Am I eligible to participate in Time Rewards programme?

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

Support > Home > Promotion > Hook Up and Earn Programme (HUAE)

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 b...

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

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....

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

Is this plan available for Astro IPTV subscribers?

No, this plan is not applicable to Astro IPTV subscribers.

Support > Home > Pakej MyKabel

If I transfer ownership of my account, does the discount still apply?

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

Support > Home > Self Care

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.

Support > Business > Transfer of Ownership

How long does it take for the transfer of ownership to be completed?

The request will be completed 30 calendar days from the submission date. The new owner will be responsible for bill payment from this date onwards.

Support > Business > Transfer of Ownership

How do I request for a transfer of ownership?

You will need to email the following documents to us at care@time.com.my: Transfer of Ownership Form One and Form Two Copy of the new owner’s NRIC/p...

Support > Business > Devices

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 u...

Support > 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.

Support > Business > Subscription

How long does it take for Time to cancel my subscription?

You must provide us with 30 days’ notice of any intention to cancel your subscription by reaching out to us at care@time.com.my.

Support > Business > Subscription

Can I cancel my subscription during my contract term?

Yes you can. However, you will be charged for the remaining months of your contract.

Support > Business > Subscription

What documents are required for subscription?

You are required to submit or upload a copy of: Your MyKad (or passport if you are not Malaysian); Form 9 (local company); Form 79, Form 80, Form 80a...

Support > Home > Time Fibre Home App > Bill Payment

I paid my bill via the Time Fibre Home 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...

Support > Home > Gig Speed Home (FTTR)

What is Fibre-To-The-Room (FTTR) and how is it different from mesh WiFi?

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

Support > Home > New App Update

What's new about the Time Fibre Home app?

The new Time Fibre Home app offers a streamlined and intuitive interface for managing your Time Fibre Home account, making it easier and more seamless...

Support > Business > Free Upgrade 100Mbps

There are too many line items in my latest bill, how do I read it?

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

Support > Business > Free Upgrade 100Mbps

What is Time’s Speed Boost all about?

Life’s too short for slow internet, so we’re bumping up the speed for our subscribers on plans below 100Mbps – for free with no strings attached...

Support > Home > Subscription > Installation

How do I know if my house has prelaid fibre or not?

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

Support > Home > Subscription > Installation

What is the installation process like?

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

Support > Home > Free Speed Boost

There are too many line items in my latest bill, how do I read it?

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

Support > 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...

Support > 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...

Support > 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 ...

Support > 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...

Support > 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...

Support > 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...

Support > 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 ...

Support > 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 ...

Support > 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...

Support > Home > Subscription > Installation

Who will carry out my installation?

A Time authorised installer will carry out the installation.

Support > Home > Subscription > Installation

Does it cost extra to install after work hours?

Nope. There’s no additional charge

Support > Home > Subscription > Installation

How do I know if after-hours installation is available where I stay?

If the service is available in your area, you’ll automatically see the additional date and time slots when you sign up online. Or check with our aut...

Support > Home > Subscription > Installation

Can I schedule my installation after work hours?

Yes, you can! We’ve extended our installation hours up to 8pm. Weekend slots are available too, but only up to 4pm. However, this service is only av...

Support > Home > Subscription > Signup

How do I make payment for deposits/upfront payment?

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

Support > Home > Promotion > New Subscriber Promo – Online Exclusive (200Mbps, 600Mbps, 1Gbps & 2Gbps)

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 ...

Support > Home > 2Gbps

What router or devices are you providing with the 2Gbps plan?

We provide the following devices with every 2Gbps subscription: 1 x High-performance WiFi router; and 2 x WiFi 6 mesh nodes. The router features a 2...

Support > Home > Relocation

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 g...

Support > 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...

Support > Home > Transfer of Ownership

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 Servi...

Support > Home > Transfer of Ownership

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.

Support > Home > Transfer of Ownership

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 cha...

Support > 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...

Support > 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 ...

Support > 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...

Support > 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...

Support > 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 through Self Care or the Time Fibre Home app. Let this video s...

Support > Home > Billing & Payment

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), ...

Support > Home > Plans > Voice Plans

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...

Support > Home > Plans > Voice Plans

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...

Support > Home > Plans > Voice Plans

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 wa...

Support > Home > Subscription > Installation

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, electr...

Support > Home > Subscription > Installation

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 ...

Support > Home > Subscription > Installation

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.

Support > Home > Subscription > Installation

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.

Support > Home > Subscription > Installation

Can I choose my installation date?

You can choose your installation date when you sign up online.

Support > Home > Subscription > 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 appl...

Support > Home > Subscription > Signup

What is the Foreigner Deposit?

If you’re not a Malaysian citizen or permanent resident, you will be required to pay a deposit of RM500. This amount will be charged upfront. If you...

Support > Home > Subscription > Signup

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...

Support > Home > Subscription > Signup

What is the status of my application?

Keep up with the progress of your application here.

Support > Home > Subscription > Signup

How do I switch to Time from another service provider?

Contact your current broadband provider to start the termination process. Be mindful of any penalties incurred if your termination is within the cont...

Support > Home > Subscription > Signup

How do I subscribe to Time Fibre Home?

Online via www.time.com.my/for-home. Through a Time authorised dealer.

Support > Home > Subscription > Coverage

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 ...

Support > Home > Subscription > Coverage

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 be...

Support > Home > Subscription > Coverage

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 var...

Support > Home > Subscription > Coverage

Where will you expand 2Gbps coverage to next?

We are rolling out 2Gbps in stages to several more locations in the coming months.

Support > Home > Subscription > Coverage

Where is 2Gbps available?

2Gbps is currently only available in selected buildings in these locations: Klang Valley: – Ampang Hilir – Ara Damansara – Bandar Kinrara – Ba...

Support > Home > Subscription > Coverage

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. Fo...

Support > Home > Subscription > Coverage

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.

Support > Home > Subscription > 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...

Support > Home > Promotion > Time Rewards

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 valida...

Support > Home > Promotion > Time Rewards

How does Time Rewards work?

Log in to the Time Fibre Home app or our Self Care portal to grab your reward. Rewards are available for all customers and are unlimited. Once the rew...