TIME Fibre FAQ

HOME SERVICES

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    1. What is TIME Fibre Unlimited Home Broadband?

    TIME Fibre Unlimited Home Broadband is a high speed Internet access service brought to you by TIME dotCom Berhad (referred subsequently as “TIME”). 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 to support most broadband applications such as voice, web surfing, video streaming, e-commerce and other Internet based applications at unlimited usage.

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

    TIME Fibre Home Broadband runs on a high-speed fibre optic network which is also capable of giving you access to the Internet at higher speeds of up to 500Mbps.

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    3. Does TIME Fibre Home Broadband come bundled with a voice service?

    Yes. By default, you get TIME Voice Home Basic with the option to upgrade to TIME Voice Home 10 Plan.

    TIME Voice Basic TIME Voice 10 Plan
    No monthly commitment fee RM10 per month
    Pay-as-you-use 2,000 minutes entitlement: Valid for calls to all fixed and mobile numbers nationwide, as well as IDD calls to 60 countries.
    9 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 2,000 minutes: 9 sen per minute for all domestic calls (fixed and mobile) and 8 sen per minute for IDD calls to 60 countries.
    No contract term A 12-month contract term will apply if you upgrade from TIME Voice Basic to TIME Voice 10 Plan after your initial subscription. The full sum (less any sum already paid) will be due in the event that the subscription is cancelled during the contract term.

    Note: 2,000 minutes must be utilised within 12 months of your entitlement, after which, any unutilised minutes will be forfeited. Your 2,000 minutes entitlement will be refreshed every year until you cancel your TIME Voice 10 Plan subscription.

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    4. What are the service charges like – deposits, installation etc?

    Yes, these are the service charges for TIME Fibre Unlimited Home Broadband packages:

    Service Charges for TIME Fibre Unlimited Home Broadband
    Package 100 mbps 300 mbps 500 mbps
    Installation Fee Waived. We provide basic cabling services of up to 15 metres from point-of-entry (your main door) 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.

    Stamp Duty RM10
    Default Bill Softcopy
    Paper Bill (optional) RM5

    During the promotional period, or otherwise stated, we will waive the Installation Fee only.

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    5. What type of equipment does TIME provide with my subscription?

    We provide a WiFi router and a DECT cordless phone with every subscription.

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    6. 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.

    Equipment Warranty Period
    WiFi Router 3 years warranty
    DECT Phone 1 year manufacturer’s warranty
    Optical Network Unit (ONU) Lifetime warranty
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    7. 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.

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    8. What happens if I upgrade or downgrade my plan?
    Plan Modification Within contract term After contract expiry
    Upgrade Downgrade Upgrade Downgrade
    Contract reset 24 months
    Penalty N/A One month subscription fee of previous plan N/A N/A
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    9. Who is entitled for upgrades to the new TIME Fibre Home Broadband plans?

    Everyone who has an active service as of 22 March 2016 has been automatically upgraded to speeds of up to ten times faster than before, with no changes to subscription fees and contract term.

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    10. What speed upgrade am I entitled to?
    Your previous plan Your new plan
    Up to 14Mbps 100Mbps (Unlimited)
    15Mbps to 20Mbps 300Mbps (Unlimited)
    100Mbps (100GB quota)
    30Mbps to 50Mbps 500Mbps (Unlimited)
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    11. How do you decide which speed to upgrade me to?

    We have moved you up to the plan that has a retail price that is the closest match to your current subscription fee.

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    12. What happens to my Boost feature?

    We’ve given you outrageous broadband speeds at no quota so you don’t even need Boost anymore!

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    13. I’ve checked but it doesn’t look like my speed has been upgraded. What do I do?

    Please try resetting your router. If that doesn’t work, contact us at 1800 18 1818 or cs@time.com.my so we can sort it out for you.

BUSINESS SERVICES

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    1. What is TIME Fibre Internet™ Basic?

    TIME Fibre Internet Basic™ is a high speed Internet access service brought to you by TIME dotCom Berhad (referred subsequently as “TIME”) specially designed for business customers. 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 business broadband applications such as sending data, emailing, web surfing, video streaming and conferencing, e-commerce and other Internet based applications.

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    2. What is unique about TIME Fibre Internet™ Basic as compared to other internet providers?

    TIME Fibre Internet & trade; Basic runs on 100% pure fibre optic network up to customer premises which is also capable of giving you high speed Internet of up to 50Mbps.

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    3. Do I need a phone line to get connected to TIME Fibre Internet™ Basic?

    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.

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    4. Is there a minimum contract period?

    Yes. You will be bound to a 24-month contract period upon subscription unless stated otherwise.

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    5. What are the prices and the features for TIME Fibre Internet™ Basic?

    The Packages are as below:

    time business fibre broadband package

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    6. Are there any additional service charges that will be incurred?

    Yes, these are the service charges for TIME Fibre Internet™ Basic packages:

    time fibre broadband bill

    – Installation fee of RM249 is waived for 24-month package (applicable to all TIME Fibre Internet™ packages).
    – * Zero entry cost: Equipment deposit of RM300 and one month advance fee waived.

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    7. Can I purchase additional BOOST usage?

    Yes, you can subscribe based on the charges below:

    time fibre broadband Boost package

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    8. Can I purchase additional hosting services?

    Yes, you can subscribe based on the charges below:time business fibre hosting package

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    9. Will there be any charges for additional cabling?

    >TIME shall provide basic cabling services and a wall-socket installation to one location within the customer’s premises that is within 10 meters. Any additional cabling work will need to be borne by the customer directly with the contractor. The charges for additional cabling are as follows:

    time fibre additional cabling

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    10. Do I need to purchase any additional equipment?

    No. There will not be a need to purchase additional equipment in order to get connected to TIME Fibre Internet™ Basic. TIME will supply the necessary equipment.

TERM & CONDITIONS

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    1. Can Astro customers subscribe to TIME Fibre 100Mbps Home Broadband?

    It is not currently bundled as part of Astro IPTV package, customers can only subscribe to existing broadband packages offered through Astro.

    TIME Fibre 100Mbps Broadband package can only be subscribed directly through TIME.

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    2. Will the discount be reflected in my monthly billing?

    Yes the RM25 discount on your broadband package will be reflected in your monthly billing. You must select any one of the Superpacks to enjoy this discount.