TIME Fibre Home BroadbandTM  

Speed Upgrades

What is the complimentary speed upgrade all about?

We launched a 1Gbps plan, and introduced new retail subscription fees for our 100Mbps and 500Mbps TIME Fibre Home Broadband plans.

We want to make sure that our existing subscribers (before 7 October 2018) get to enjoy these new higher speed plans so you’ve been automatically upgraded! You get to enjoy your new speed at the lower retail price or continue to pay your current subscription fee, whichever is lower. On top of that, there are no changes to your contract term.

Thank you for sticking with us and we hope you’ll have lots of fun with your new speeds.

*Astro IPTV subscribers: The complimentary speed upgrades are not currently available for Astro IPTV subscriptions, but we are continuously working with our partners to provide you with better plans. If you have further queries, kindly contact Astro Customer Service.

**TIME Fibre Business Internet subscribers: The automatic speed upgrade and price adjustment is not currently available, but we are working very hard to improve the services we deliver to you. Please stay tuned.

I have subscribed to TIME Fibre Home Broadband but my service has not been activated yet. Am I eligible?

Of course you are! We’ll get you set up on the plan that you’ve subscribed to on the installation date you’ve chosen. Within a week of activation, you too will be upgraded.

If you’ve selected the 12-month contract option, however, you will be required to make the payment of the one-time charge of RM300 by 7th October 2018 in order to receive your upgrade.

How do I know if my speed has been upgraded?

We’ll send you an email and text message once it’s done, and you can log in to Self Care to view your updated subscription information. You can also perform a speed test here.

We always recommend performing a speed test by connecting your desktop or laptop computer to your router using a CAT-5e LAN cable, as you may not be able to achieve full speeds over WiFi. Click here to learn how you can have the best experience over WiFi.

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

Please try restarting your router and performing another speed test. We always recommend performing a speed test by connecting your desktop or laptop computer to your router using a CAT-5e LAN cable, as you may not be able to achieve full speeds over WiFi.

Click here to learn how you can have the best experience over WiFi. If nothing works, please get in touch with us at 1800 18 1818 or cs@time.com.my and our Support Ninjas will be at your service.

Will my current TIME-provided router be able to deliver the new speed I have been upgraded to?

Our TP-Link AC1200 and D-Link DIR-882 routers are capable of delivering speeds of up to 1Gbps over a wired connection, and up to 500Mbps over WiFi.

Will all my devices be compatible with these speeds?

Newer desktop and laptop computers that come with a Gigabit Ethernet (GE) port are capable of reaching speeds beyond 100Mbps (as opposed to Fast Ethernet ports) over a wired connection. Most wireless devices in the market, however, are not yet capable of reaching speeds beyond 500Mbps. The bright side is that they’re more than capable of handling your online activities. Click here to check out how most of these devices typically perform in a household.

For more tips on making the most of your broadband speed, check out TIME Hacks.

If you’ve been with us for at least 12 months and we have not upgraded your router during this time, you’re eligible for a complimentary upgrade now. Don’t worry if you do not fulfill this criteria, you’re still able to purchase a new router at a subsidised price. You can head to Self Care to complete your request for either option.

When will I be getting the new subscription fees?

The new subscription fees will be reflected in bills that are issued from 15 October 2018 onwards.

Can I upgrade or downgrade my plan if I want something else?

Yes, you can modify your plan on Self Care, but any discounts you may currently be enjoying will not be carried over to your new plan.

Please refer to the table below for more details.

Note: The free router option for any plan upgrade is only available to subscriptions of at least 12 months.

I have subscribed to TIME Fibre Home Broadband but my service has not been activated yet. Do I have the option of upgrading or downgrading my current plan?

Your service will be installed and activated at the speed you have subscribed to, and it will be upgraded no later than a week after. Once that’s done, you can change your plan on Self Care.

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. Download our guide to learn more and to troubleshoot your connection easily.

What do the lights on my router indicate?

For more details about what your router lights indicate, click here.

My router is not capable of supporting my subscribed speed. How do I purchase a new one?

If you’ve been with us for at least 12 months and we have not upgraded your router during this time, you’re eligible for a complimentary upgrade now. Don’t worry if you do not fulfill this criteria, you’re still able to purchase a new router at a subsided price. You can head to Self Care to complete your request for either option.

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 Ethernet ports) over a wired connection. Most wireless devices in the market, however, are not yet capable of reaching speeds beyond 500Mbps. The bright side is that they’re more than capable of handling your online activities. Click here to check out how most of these devices typically perform in a household.

For more tips on making the most of your broadband speed, check out here.

If you’ve been with us for at least 12 months and we have not upgraded your router during this time, you’re eligible for a complimentary upgrade now. Don’t worry if you do not fulfill this criteria, you’re still able to purchase a new router at a subsidised price. You can head to Self Care to complete your request for either option.

How do I change my WiFi setting/password?
Manufacturer Model
TP-Link Archer C1200
Linksys EA6350
D-Link DIR-850L

If you can’t find the router model in the table above , get in touch with our support ninjas at 1 800 18 1818 for further assistance.

Getting Started

What TIME Fibre Home Broadband plans can I choose from?
100Mbps 500Mbps 1Gbps
RM99 RM139 RM199
Unlimited (no quota) | 100% Fibre Superior Technology | 24 months or 12 months* contract

*A one-time charge of RM300 is applicable to 12-month contracts and subscribers are not entitled to promotions.

You can subscribe to these plans through our authorised dealers or via our online platform here.

Is TIME Fibre Home Broadband 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 multi-dwelling units (i.e. condominiums) in the Klang Valley, Penang and Johor. Check coverage here to find out if yours has been brought up to speed.

What can I do if TIME Fibre Home Broadband is not yet available where I live?

Let us know here or ask your JMB to get in touch with us via our hotline 1 800 18 1818 or cs@time.com.my, and we’ll take it into account in our coverage expansion planning.

How do I switch to TIME?

1. Contact your current broadband provider to start the termination process.

2. Be mindful of any penalties incurred if your termination is within the contract period.

3. Apply TIME Fibre with us here!

Promotion

What is TIME Rewards?

TIME Rewards is our way of rewarding and thanking you for staying with us, with surprise rewards up for grabs on the 15th of every month via TIME Self Care.

Am I eligible to participate in TIME Rewards programme?

You will need to be an active TIME Fibre Home Broadband subscriber with a TIME Self Care account to be eligible to participate in TIME Rewards. If you do not have a TIME Self Care account, do register here.

Coverage

Is TIME available at my home?

As much as we’d love to serve all Malaysians with the broadband they deserve, our service is currently available in multi-dwelling units (i.e. condominiums) in the Klang Valley, Penang and Johor. Head on to our coverage search here to find out if yours has been brought up to speed.

What can I do to get TIME coverage in my area?

Let us know here or ask your JMB to get in touch with us via our hotline 1 800 18 1818 or cs@time.com.my, and we’ll take it into account in our coverage expansion planning.

I live in a landed property. When will TIME Fibre Home Broadband be available to me?

We’d love to serve all Malaysians with the broadband they deserve, but currently we’re not able to cover landed property. For the latest updates, follow our FB page at www.fb.com/timeinternet.

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 been an update, get your JMB to drop us an email at cs@time.com.my with your building name and details of their last communication with us and we’ll look into it.

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 at 1 800 18 1818 or cs@time.com.my and we will take it from there.

Subscription

What documents are required for subscription?

i. MyKad / passport for non-Malaysians

ii. Credit card (American Express / MasterCard / Visa) if the Auto Debit payment method is selected

What fees do I need to pay if I decide to subscribe?
One-time charge
RM300 deposit for non-Malaysians Fully refundable when your contract ends / upon service cancellation, provided there is no outstanding balance in your account.

Waived if you select the 12-month contract option.

RM300 one-time charge for 12-month contract option
This fee is non-refundable and will be collected upfront in order to complete your subscription.

 

Recurring fees
Broadband service Based on subscribed plan
Voice service TIME Voice Home Basic Plan (pay-as-you-use) OR RM2.50 for TIME Voice Home Lite (additional charges may apply) OR RM10 for TIME Voice Home MAX (additional charges may apply)
Paper bill RM5 (if applicable)
Can I upgrade or downgrade my plan if I want something else?

Of course! You can modify your plan in the Account Info section in Self Care.

An upgrade/downgrade is determined by the change in your subscription fee.

Are there any charges for upgrading or downgrading my plan?

There are no penalty charges for plan modifications, but any discounts you may currently be enjoying will not be carried over to your new plan.

Please refer to the table below for more details.

Note: The free router option for any plan upgrade is only available to subscriptions of at least 12 months.

Can I transfer my subscription to another person?

Yes, you can. To make a request, contact us at 1800 18 1818 or cs@time.com.my.

Is there any fee incurred for relocation?
Relocation Fee
Within your home RM80
To another unit in the same building RM120
To another building RM120
Can I terminate my subscription at any time?

Yes, however, a termination during your contract term is subject to a penalty of RM500.

How do I terminate my subscription?

Contact us at 1800 18 1818 or cs@time.com.my. We will send you a service termination form, which you will have to complete and return to the same email address.

Please note that we require a one (1) month termination notice.

How long does it take for TIME to terminate my subscription?

Your request will be processed within 7 working days of receipt.

Installation

Who will carry out my installation?

A TIME authorised installer will carry out the installation.

Do I need to purchase any equipment?

We will supply an Optical Network Unit (ONU), a WiFi router and installation services.

Do I need to pay for installation?

We provide basic cabling services of up to 20 metres from point-of-entry ie. main door (6 metres from the socket for buildings with pre-laid fibre) to the location you have designated for your equipment (e.g. router).Should relocation be required in the future, charges will apply based on the cabling material and manpower required. 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.

Can I appoint my own contractor to perform internal wiring?

Yes, however, we recommend that only TIME-authorised installers perform any installation-related work to ensure that they are completed properly and to the highest level of quality. All costs incurred are payable directly to the TIME-appointed installer.

Will there be any drilling involved during the installation process?

Yes, some drilling may be necessary, but we will request your prior approval.

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.

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.

What type of equipment does TIME provide with my subscription?

We provide an Optical Network Unit (ONU) and a WiFi router with every subscription.

Billing & Payment

What is Service Tax and when will it be implemented?

As announced by the Ministry of Finance, the Sales and Service Tax (SST) replaces the Goods and Services Tax (GST) effective 1 September 2018. Governed by the Sales Tax Act 2018 and the Service Tax Act 2018, the Sales Tax is imposed on a variety of goods while the Service Tax is imposed on selected service providers, including telecommunication services.

What TIME services will I be taxed on?

TIME is a Service Tax-registered business under the Service Tax Act 2018. This means that all services delivered by TIME will be charged 6% Service Tax unless otherwise stated.

Here’s the list of TIME services that are NOT taxable:

  1. Goods (standalone physical products)
  2. Refundable security deposits
  3. Stamp duty
  4. Office building rental
  5. Telco to telco services (domestic & international)
  6. Free trade zone to free trade zones (eg, Labuan to Labuan/ Labuan to Langkawi)
How will Service Tax affect my bills?

The Service Tax takes effect from 1 September 2018 onwards. All TIME services including broadband, voice or data delivered after this date will be charged a standard rate of 6% Service Tax.

If the effective date of Service Tax implementation falls within your billing period, then any charges that are subject to 0% GST will be pro-rated up to 31 August 2018.

I don’t understand my September bill. How do I read it?

For a clearer understanding of your bill, click here. 

What are the available billing methods?

You have the option of selecting either a printed bill or a soft copy version, and this can be indicated in your application form. A service charge of RM5 per month is applicable for printed bills, and this will be included in your subscription fee.

When do I get my first bill?

This depends on your billing cycle and that’s determined after your service is activated. You may notice pro-rated charges in your first bill.

What charges will appear on my TIME bills?

Your monthly bill will include your broadband subscription fee, voice service usage charges and subscription fee(s) for other value-added service(s), if any.

I've received my first bill. Why is my payment amount higher than my monthly subscription fee?

How do I pay my bill?

Please click here for all available payment methods.

My line is suspended but I've made my payment. How long will it take to restore my service?
Payment via Self Care Within an hour.
Other payment methods Within 24 hours.

Otherwise, please get in touch with us at 1 800 18 1818 or cs@time.com.my.

What is Auto Debit?

Auto Debit is a service that automatically debits your monthly payments to a registered debit/credit card on a recurring basis.

What do I get if I register for Auto Debit?

When you register for Auto Debit, you receive a monthly RM2 rebate off your bills.

How do I register for Auto Debit?

You can register for Auto Debit either at the point of subscription to our services or, if you are already a TIME customer, simply log in to your Self Care account and register for Auto Debit under the Billing tab.

Parental Control

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 clicking on the router model you are currently using.

Manufacturer Model
TP-Link Archer C1200
Linksys / Cisco EA6350
X3500
E1200
E1000
D-Link DIR-850L
ZTE ZXHN H298N

Voice

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

Yes. By default, you get the TIME Voice Home Basic plan that is a pay-as-you-use plan. You also have the option to upgrade to TIME Voice Home Lite or TIME Voice Home Max.

What are the differences between TIME Voice Home Basic, TIME Voice Home Lite and TIME Voice Home Max?
TIME Voice Home Basic TIME Voice Home Lite TIME Voice Home Max
No monthly commitment fee and pay-as-you-use. RM2.50 per month RM10 per month
No phone provided. Free 1 DECT Phone Free 1 DECT Phone
No entitlement of free minutes. 30 free minutes entitlement monthly: Valid for calls to all fixed and mobile numbers nationwide, as well as IDD calls to 60 countries. Your entitlement will be refreshed on a monthly basis and any unutilised minutes will be forfeited. 300 free minutes entitlement monthly: Valid for calls to all fixed and mobile numbers nationwide, as well as IDD calls to 60 countries. Your entitlement will be refreshed on a monthly basis and any unutilised minutes will be forfeited.
10 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 30 free minutes: 10 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 300 free minutes: 10 sen per minute for all domestic calls (fixed and mobile) and 8 sen per minute for IDD calls to 60 countries.
No contract term. 24 months. 24 months.
A 24-month contract term applies when upgrading from a TIME Voice Home Basic plan to either the TIME Voice Home Lite plan or TIME Voice Home Max plan. No change to contract term if you upgrade to TIME Voice Home Max. Downgrading to TIME Voice Home Basic will incur a one-time penalty amounting to the value of the remainder of your contract term. Downgrading to TIME Voice Home Lite or TIME Voice Home Basic will incur a one-time penalty amounting to the value of the remainder of your contract term.

Entitlement of free minutes is renewable monthly and cannot be carried forward. Normal call rates apply upon full utilisation of free minutes.

Full list of IDD call rates here.

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 want to make changes to your TIME Voice plan after subscription, just call our Support Ninjas at 1800 18 1818. Do note that calls will be charged at the latest prevailing call rates if you change your TIME Voice plan post-subscription.

Can I subscribe to an additional voice line?

Yes, you can subscribe to additional voice lines at no additional cost other than the prevailing call rates of the plan you choose to subscribe to. A maximum of two (2) voice lines is allowed per account.

Warranty

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.

Is there a warranty period for the equipment provided by TIME?
Equipment Warranty Period
D-Link DIR-882
TP-Link Archer C1200
Linksys EA6350
D-Link DIR-850L
3 years warranty
DECT Phone 1 year manufacturer’s warranty
Optical Network Unit (ONU) Lifetime warranty
Other Router Models 1 year warranty
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