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IWIFI Frequent Asked Questions

  • IWIFI biggest differences compare with others is no matter you have or have not apply fiber package with us, we will answer your question and help you as we can
  • So, you no need to worry after you have applied package with us, we will gone and disappear
  • You can find us in our social media, we are always here for you
  • This rebate RM20 promotion is our company owned promotion
  • So, if you apply package with another agent or dealer, you will not eligible enjoy the RM20 rebate
  • Due to the epidemic, IWIFI decided to come out rebate RM20 to help customer on fiber commitment. This is because nowadays most of the day everything need WIFI, such as WFH, online class, entertainment etc.
  • So IWIFI hope that our rebate RM20 can help on customers commitment for 1 year
  • However, this RM20 is not that much but IWIFI hope after one year you can save RM240 to let you purchase the things that you need
  • IWIFI will start rebate to you in the 2nd month once your place have done the installation, for example your installation is completed on August and we will start credit in RM20 to you on October 2021, until September 2022
  • Thus, you also can view our RM20 in your 2nd monthly fiber bill statement
  • Normally for submitting port full and missing unit report, it will tale 2-4 weeks to get TM replies
  • Therefore, we will keep track from them for any updating news
  • After we have successfully help customer to get a new port, customer may enjoy the latest promotion that IWIFI is doing on that time
  • Applying any fiber package will need your IC, you can add on watermark on your IC photo before sending to us for applying
  • But remember, the watermark cannot be cover on the face and word on the IC
  • Although have free 1 month promotion, but you still need to pay some prorated charges in your 1st This is because TM is having their own recycling period date, but you are sure to get 1 months free
  • For example, TM recycling date is every month of 6th. If you install on 25/09/2021, your 1st bill charges will be from 06/10/2021 until 05/11/2021
  • So, your free 1 month will be on 06/10/2021-05/11/2021
  • However, if you don’t know how to see your monthly bill payment, You may send to our customer service. We are willing to help for explaining to you

WIFI Plan

What is Unifi?

Unifi is a service by Telekom Malaysia Berhad (TM), offering Internet access such as Unifi Home, Unifi Mobile, Unifi TV and Unifi Wifi, for residential and business customers.

What is Unifi Home?

Unifi Home is an offering that offers High Speed Internet access Voice over Internet Protocol (VOIP) and Unifi TV.

What is IPTV?

Internet Protocol Television (IPTV) service is TM’s content service is branded as Unifi TV. Unifi TV allows subscribers to receive content through set-top-boxes and Unifi PlayTV mobile app for viewing via a television set and simultaneously to multiple electronic devices including computer, mobile devices and more.

Is there any penalty imposed if I terminate the services within the contract period?

The remaining months of broadband monthly subscription fee (price before discount)

Is there any penalty charge if I terminate my Unifi Home AFTER the minimum subscription period is over?

There will be no penalty charge for termination made after the minimum contract period (24 months)

Are non-Malaysians eligible to subscribe to the packages?

Yes, Unifi packages are open for non-Malaysians to subscribe.

Can I upgrade / downgrade my unifi Home plan?

Yes, you are allowed to change to the higher/lower speed package at any time.

My current VIP package is still within the contract period and I wish to upgrade to the new unifi Home plan. Will I be penalised?

You will not be penalised. By subscribing or changing to a new plan, your contract will be refreshed to a new 24-months contract.

Where can I upgrade / downgrade my unifi Home plan?

To upgrade/downgrade, you may do so at all TMpoint outlets nationwide, TM Sales Center and via online at www.unifi.com.my by logging into your Self-care account.

What if I need to relocate my unifi Home service?

Relocation request can be made at any TMpoint outlets nationwide and is subject to service availability at the new area where you wish to relocate the service. The relocation fee of RM300 shall be waived.

How long does a typical unifi Home installation and testing take?

Installation and testing are expected to take approximately 4 to 8 hours depending on the type of customer’s premise. The installation process includes site survey, ducting, piping, electrical work and equipment configurations.

What are the charges for installation fee and equipment?

Installation charge for unifi is RM200 (currently waived for standard installation for the first 50 meters only).

Are there any charges if I request for change of ownership?

Yes, change of ownership is subject to a one-off fee of RM10 per change request

Where can I request for change of ownership?

Change of ownership request can be made at any TMpoint outlets nationwide. Both existing and new owners must be present with their respective NRICs.

Where can I pay my unifi bill?

You can pay your bill through several payment channels such as: care@unifi app, unifi portal via unifi.com.my, any nearest TMpoint or TMpoint Authorised Dealer (TAD) outlets or POS Malaysia and branches of selected preferred online banking channels

How do I terminate my Broadband subscription?

“Step 1 : You may give us a 30-day notice on your intention to terminate the
service. Step 2 : We will provide your pre-final bill indicating your outstanding balance.
TM representative will call you within 7 days to confirm on your termination
request. Upon payment settlement, we will proceed with termination order on
day 31 from your termination notice. Step 3 : For unifi account, you will receive an SMS when your termination
request is completed. Then, you may drop the Broadband Termination Unit
(BTU) at TMpoint fast lane within seven (7) days to avoid any late charges.”

Do I need to return my device (phone/modem/router etc.) upon termination?

Please note that you are required to return your Broadband Termination Unit (BTU). During your service termination request, we will advise on the type of devices that need to be returned.

What will happen if I didn’t return the device?

You will be charged with a penalty of RM 500 if you didn’t return the BTU.

What is Unifi biz?

Unifi biz includes High Speed Internet of up to 800Mbps, Voice and complete Business Solution of customer’s choice that can boost their sales and maximise their profits

Is there any penalty imposed if I terminate the services within the contract period?

RM500

Who is eligible to subscribe to unifi biz?

Unifi biz packages are open to all new and existing customers, subject to service and coverage availability

Are Non-Malaysians eligible to subscribe to the packages?

Yes, Unifi Biz packages are also open for non-Malaysians to subscribe.

Can I change my existing plan to the new unifi biz plans?

Yes, you are allowed to change to the higher/lower speed package at any time.

Where can I change my unifi biz plan?

Any request to change your unifi biz plans can be done at all Tmpoint outlets nationwide, TM Authorised Dealer (TAD), resellers, SME consultants & TM Sales Center

What if I need to relocate my unifi biz service?

Relocation request can be made at any TMpoint outlets and is subject to service availability at the new area where you wish to relocate the service. The relocation fee of RM300 shall be waived.

How long does a typical unifi biz installation and testing take?

Installation and testing are expected to take approximately 4 to 8 hours depending on the type of customer’s premise. The installation processes include site survey, ducting, piping, electrical work and equipment configurations.

What are the charges for installation fee and equipment?

Installation charge for unifi biz is RM200 (currently waived for standard installation for the first 50 meters only).

Are there any charges if I request for change of ownership?

Yes, change of ownership is subject to a one-off fee of RM10 per change request

Do I need to pay any upfront payment during application?

Yes. For unifi biz service application made without the verification of a MyKad Reader, customer is subject to an upfront payment of RM200. The upfront payment will be collected within 10 days from the date of their service activation.

Where can I pay my unifi biz bill?

You can pay your bill through several payment channels such as: care@unifi app, unifi portal via unifi.com.my, any nearest TMpoint or TMpoint Authorised Dealer (TAD) outlets or POS Malaysia and branches of selected preferred online banking channels

How do I terminate my Broadband subscription?

Below are the steps on how to terminate your unifi biz subscription: 1) Please provide 30 days written notification prior to the termination date to any of our contact channels. 2) You are required to pay all your outstanding bills within the 30-day period. 3) After Day 30, you may visit any nearest TMpoint to complete your service request.

What document do I need to bring for termination procedure at TMpoint?

Just bring along your MyKad for thumbprint verification.

Do I need to return my device (phone/modem/route r etc.) upon termination?

Please note that you are required to return your Broadband Termination Unit (BTU). During your service termination request, we will advise on the type of devices that need to be returned.

What will happen if I didn’t return the device?

You will be charged with a penalty of RM 500 if you didn’t return the BTU.

What do I get once I subscribe to this service?

Upon installation of the Maxis Fibre Internet package, you will receive:

– Residential Wi-Fi modem (1 unit)

– Welcome kit

– Free RM30 call credit to any local fixed and mobile numbers or international numbers

– Unlimited free calls to Maxis Fixed lines

Is there a deposit required?

A deposit of RM75 for Malaysians is waived. However, a RM500 deposit is required for non-Malaysians.

Do I need to pay any upfront fee if I want to subscribe for the Maxis Fibre Internet package?

There is no upfront fee required. For now, standard installation fee of RM200 is waived until further notice.

How long is the contract period?

The contract period for Maxis fibre internet package is 24 months.

What is the cost of the installation?

A standard installation fee costs RM200. For now, the standard installation fee of RM200 is waived.

What does the standard installation cover?

The standard installation covers the connection (outside your home) from the nearest Fibre Distribution Panel to the Termination Box and the connection (inside your home) from the Termination Box to the Access Termination box.

Will there be any drilling invovled?

Drilling will depend on the structure of customer’s premise. There will be potential drilling to connect the Maxis Fibre Internet service to customer’s premise. The installer will advise customer if drilling is required and customer would need to agree on the drilling design and installation cost. Payment must be made to the installer once installation is completed.

Should I need to reschedule my installation appoiment, will there be any penalty imposed?

There will be a penalty of RM200 if the customer notify to reschedule the installation appointment within 3 days from the installation date.

How long is the installation process?

The installation process will take approximately 6 – 7 hours. You will receive a call from us within 7 days after registration to confirm the installation date & time.

Am I required to return the modem?

Yes, you are required to return the modem. Our Maxperts will collect the modem from your business premise.

What are the conditions to sign up for Maxis Business Fibre?

Maxis Business Fibre is open to all registered business customers whose premises are within our coverage area.

What are the documents that required during the registration process?

a. Form 9 & 49 or Form 12 & 49 (For your registered company) b. A Letter of Award (LOA) or Letter of Request (LOR) that should also be attached together with the photocopy of the Person in Charge’s National Registration Identity Card (NRIC).

How do I know which plan is suitable for my business?

We would recommend the Internet speeds based on the number of users that you have within your company, you may refer to the below as the general guideline:

When and how will the installation date be set up?

You will receive an acknowledgement SMS upon successful registration. We will then call you to arrange the installation within 48 hours after checking on the details of the coverage of the Business Fibre services in your area. After the installation appointment date has been successfully set, we will then share the full appointment details with you via SMS.

Can I choose my own installation date?

We will propose a few time slots for you and you may choose your preferred date and time based on our available slots.

What do I need to prepare prior to the installation?

Please get ready five (5) power outlets and some cash as charges may apply for cabling depending on the requirements at your business premise.

Should I need to reschedule my installation appointment, will there be any penalty imposed?

You are advised to re-schedule your appointment at least 5 (five) days before the scheduled date.  A penalty fee will be imposed on any re-scheduling after this date.

I wish to upgrade my current Business Fibre plan. How can I do this?

Please contact your dealer or Account Managers.

Will my Business Fibre contract be renewed when I upgrade my Business Fibre plan?

Your new Business Fibre plan will be renewed for another 24 months.

Are there any charges to request for termination?

There are no charges if your service has passed the contract period. An early termination fee will be charged if your service is still within the contract period.

Am I required to return the modem?

Yes, you are required to return the modem. Our Maxperts will collect the modem from your business premise.

What is TIME Fibre Home Broadband?

TIME Fibre Home Broadband service that offers a high-speed, reliable Internet connection utilising a state-of-the-art fibre optic network with the high- speed bandwidth.

Is there a minimum contract period?

Yes, there is a 24-month contract period.

What are the service charges like – deposit, installation etc?

“Yes, these are the service charges for latest TIME Fibre Home Broadband Packages : 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).

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

Does TIME Fibre Home Broadband come bundle with a voice call services?

“Yes. You will get TIME Voice Home Basic and with the option to upgrade to TIME Voice Home 10 Plan. TIME Voice Basic

– No monthly commitment fee
– Pay-as-you-use
– 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 ”

What type of equipment does TIME provide with the subscription?

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

How long does it take for TIME to install and activate my service?

Installation can take 2 to 4 hours depending on the type premise you live in.

Will I be charged for cabling work that needs to be carried out?

TIME provides 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).

Will there be any drilling involved during the installation process?

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

Can I terminate the subscription of the service within the contract period?

Yes. However, there will be a RM500 penalty fee.

What is the billing process for the TIME Fibre Home Broadband service?

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

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

Yes, you can modify your plan via the TIME Self Care Portal.

Are there any charges for upgrading and downgrading my plan?

They are free of charge for only one plan modification.

Can I upgrade or downgrade my plan after doing so once?

“Yes
– If your plan are within contract period, For upgrade you won’t be charge but your contract will be reset to 24 months. For downgrade you will be charge for one month subscription fee of previous plan and your contract will also be reset to 24 months. – If your plan are over contract period, For upgrade and downgrade will not be charge from anything but the contract will be reset to 24 months”

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

No upfront deposit is required for local residents. An upfront deposit of RM500 is required for foreign residents only.

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.

What is TIME Fibre Business?

TIME Fibre Business is a high speed Internet access service that designed for business customers. This service offers a high-speed, reliable Internet connection utilising a state-of-the-art fibre optic network.

Is there a minimum contract period?

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

Are there any additional service charges that will be incurred?

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

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.

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 Business. TIME will supply the necessary equipment.

What are the document required for the subscription?

Business customers are required to provide: – Photocopy of Form 24 or Form 49 (Company), Form 13 (if applicable) or. – Photocopy of Form D & A (Sole Proprietorship) or – Form D & B (Partnership) or – Form 79 or Form 80 or Form 80a or Form 83 or Form 83a (foreign company) or – For NGO/Association/Cooperative; certificate of practice issued by the relevant authority

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

Yes, you are allowed to upgrade your package 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, if you wish to downgrade to a lower packages within the contract period, a penalty of 1 month fee will be implemented for TIME Fibre Internet Basic and new contract period will start.

Can I terminate the subscription of the service within the minimum contract periods?

Yes. However, if you terminate the subscription within the minimum contract period (24 months), you will be charged for the remainder of the contract.

Do I need to pay any upfront deposit to subscription to the service?

No upfront deposit is required for local companies. An upfront deposit of RM1000 is required for foreign companies.

What is the billing process for the TIME Fibre Internet Basic Service?

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

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

TIME will take minimum of 7 working days to install the equipment (subject to customer availability and building access), perform the fibre-optic cabling works and activate the service.

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

Subscribers must notify TIME by giving a 30-day written notice within the same month should they wish to terminate their service. However, please be remember that terms of termination will be applicable if termination is made within the contract period.

Does Digi Internet Freedom plans come with a fixed voice service?

This service is currently not available with Digi Internet Freedom plans.

Is there a warranty period for the router and modem?

Yes, the router comes with a warranty period of 12 months. However, there is no warranty provided for the modem.

What is the duration of the contract period for Digi Internet Freedom plans?

Customer who subscribes to Digi Internet Freedom will be tied to a 24-month contract.

If I am a foreigner, can I subscribe Digi Internet Freedom?

Yes, a deposit amounting to RM500 will be charged to your first bill.

Who can subscribe to Digi Internet Freedom plans?

Digi Internet Freedom is open to Malaysians and Non-Malaysians above the age of 18 years.

What are the documents required to subscribe to Digi Internet Freedom?

a. MyKad (Malaysians) or MyKAS/MyPR (permanent resident); or b. Passport (with at least a minimum of twenty-four (24) months validity

When and how will the installation date be set up?

You can select and confirm your installation day and time when you register your plan with us.

How long does a standard installation take?

Depending on the distance of the fibre cable and other factors. On average a standard installation may take approximately 2 hours.

Do I have to pay for installation when I subscribe to Digi Internet Freedom?

Standard installation service is free for all Digi Internet Freedom plans but customer will have to bear the costs for non-standard installation.

What is a standard installation?

Standard installation will include the following elements:

• Fibre cable connection from the nearest Distribution Point to the outer wall of your premise

• Up to 15m of fibre cable from the outer wall of your premise to the modem

• Up to 2m of RJ45 cable from the modem to the router

Do I need to be present during the installation day?

Yes, you must be present during installation or designate a person aged eighteen (18) and above to be present on your behalf.

How will I get my bill?

Through MyDigi Apps or Digi will e-mail your bill statement on a monthly basis and optionally send a paper bill to your house.

What are the available payment methods for Digi Internet Freedom billing?

The payment methods available include MyDigi, Kiosk, Over the Counter, Online Banking, Debit/Credit Card.

If I have any outstanding bills on my postpaid account, can I still proceed with my Digi Internet Freedom registration?

You will need to settle any outstanding postpaid bills before proceeding with Digi Internet Freedom registration.

Can I upgrade to a higher value Digi Internet Freedom plan within the contract period?

Yes, upgrades are allowed within Digi Internet Freedom plans. Upon upgrade your bill will be prorated based on your usage of your previous plan and the new plan.

How do I upgrade my existing Digi Internet Freedom plan?

You may walk-in to the nearest Digi Store to upgrade your Digi Internet Freedom plan.

Can I downgrade my existing Digi Internet Freedom plan within the contract period?

No, downgrade is not allowed for Digi Internet Freedom plans within the contract period.

Can I terminate my Digi Internet Freedom service before the contract expiry?

Yes, but a RM500 penalty will be imposed for early contract termination.

Do I need to return any equipment when I terminate Digi Internet Freedom service?

No, you are not required to return any equipment provided.

Can I relocate my Digi Internet Freedom service to another location?

Yes, relocation is subject to coverage area and plans will be re-contracted for 24 months.

How will I receive my deposit upon termination of service?

Digi will send a cheque to your address after your 24-months contract has ended. If you have any outstanding bill, Digi will use the deposit to pay the bill.

What is Celcom Home Fibre?

Celcom Home Fibre is a service that provides High Speed Internet (HSI) and Voice over Internet Protocol (VoIP), using optical fibre technology offered to residential customers.

What are the conditions for subscription?

Celcom Home Fibre is available for residential customers who register using their IC or Passport number.

Is there a contract period?

Yes, 24 months of contract period.

Is there a deposit charges?

There are no deposut charges for Malaysians but there is a deposit fee of RM500 chargeable to non-Malaysians and is to be paid up front.

When can I schedule my installation?

Installation can be scheduled immediately during registration. Installation date may vary depending on the Celcom TechXpert’s availability and you may be required to provide an alternative date for the installation if the first installation date is unavailable.

Is there an imposed fee if I reschedule my installation appoiment?

You will not be charged any fee if you request to reschedule within a minimum four (4) days prior to the installation date.

How long is the service installation process?

The installation process will take approximately 1-2 hours depending on the premises.

Will there be any drilling involved?

Drilling may be required to connect the service to your house. You will need to approve the drilling and the design of the connection prior to installation.

What will I see in my first bill?

You will see a statement reflecting your monthly access fee plus a pro-ration of the access fee from the date of your activation to the date that you are billed and a stamp fee of RM10. Additional charges and rebates will be reflected based on the offerings that are part of your package.

How do I pay for my service?

You may make payments at any of Celcom Blue Cubes, Celcom kiosk services or via online banking services such as Maybank2u or CIMBClicks.

What are the devices that will be installed on my premises?

Celcom will install a Router (RGW) and a Modem (ONT) on your premises.

What if I would like to cancel my subscription before the installation takes place?

You will not be charged any fee if you request to cancel your subscription within a minimum four (4) days prior to the installation date.

Can I upgrade my speed?

You may request a speed upgrade at no charge, at any time with no renewal on the minimum subscription period.

Can I downgrade my speed?

You may request a speed downgrade at any time subject to a downgrading fee of RM50 with no renewal on the minimum subscription period.

Can I relocate my service at any other location?

You may request service relocation subject to the availability of the service at the new location at the rate of RM200 per request.

What if my new location is not in coverage?

You may request termination of your account, and if you are still within the contract period, your termination fee will be waived provided you produce an original utility bill with your new location address.

What if I terminate the service within the contract period?

You will be charged a termination fee of RM500, which will be reflected in your final bill.

If I terminate the service before the contract ends, do I need to return the devices?

We only require you to return the Modem (ONT). All other devices belong to you. Celcom TechXpert will arrange to collect the Modem from your home. RM300 will be charged if you fail to return the Modem.

Postpaid Plan

What is MEGA™ plan?

MEGA™ is Celcom’s most innovative postpaid plan that gives you total freedom and flexibility. Sign up with MEGA™ to enjoy 40GB Internet & Unlimited calls to all networks.

Who is eligible for subscription to MEGA™ plan?

• New registration
• Mobile Number Portability (MNP)
• Change of rate plan
• Prepaid to Postpaid conversion

Where can I register?

You can register through the channels below:
• Celcom bluecube
• Celcom Online Shop
• Celcom Certified Partners

I am a foreigner; can I register for this plan?

Yes, foreigners just need to pay a deposit of RM500 on top of the required advance payment.

What does it mean by Unlimited Calls to all Networks?

The Unlimited Calls apply to all networks and for domestic usages only (i.e. within Malaysian networks)

What can I do with UNLIMITED L or UNLIMITED M Pass?

You can use your UNLIMITED L or UNLIMITED M pass for any Internet usage on your mobile device.

What are the differences between UNLIMITED L, UNLIMITED M pass and LIGHTNING XL, LIGHTNING L & LIGHTNING M pass?

UNLIMITED L and UNLIMITED M pass is recommended for a customer who needs super-high internet usage and wants to be worry-free.
Whereas LIGHTNING XL, LIGHTNING L and LIGHTNING M pass is recommended for a customer who needs just enough Internet for his/her monthly consumption with LIGHTNING mobile Internet speed.

What happens if I fully utilize my monthly Internet allocation within the billing cycle?

You can still enjoy Internet access at 64kpbs up to 15GB. To continue enjoying Internet service at a faster speed, you can purchase Internet Add On via Celcom Life App.

What happens if I do not fully utilize my monthly Internet allocation?

Any unutilized Internet allocation will be forfeited upon your new billing cycle month.

What’s FREE Monthly Hotspot offered under UNLIMITED L Pass & UNLIMITED M Pass?

Upon subscribing to UNLIMITED L Pass or UNLIMITED M Pass, you’ll get to enjoy FREE 10GB or 5GB hotspot quota every month, respectively.

What is going to happen if I change my pass from Unlimited M to Unlimited L before I utilize the Hotspot add on quota?

Any unutilized Hotspot add on quota will be forfeited upon change of pass.

How can I pay my bills?

• Auto Billing
• Internet banking
• Celcom Life App
• Self-Service Kiosk (SSK)
• Boost e-wallet
• Tele-banking
• Automated Teller Machine (ATM)
• Celcom Outlets / Other payment agencies
• e-Pay
• Contact Center
• Pay Your Way
• JomPAY

Are there any rebates for customers who register for Auto Billing?

Yes. You can enjoy RM50 one-off on your 1st-month bill.

What happens if I terminate my plan?

The monthly commitment fee of MEGA™ plan will be pro-rated and pass will be charged full upon termination on top of your outstanding bill amount.

What is XP Lite™ plan?

XP Lite™ is the most valuable postpaid plan that gives you the greatest Internet experience on the best 4G LTE network and comes with great offerings.

Who are eligible to subscribe to XP Lite™ plan?

• New and Mobile Number Portability (MNP) customers
• Existing Celcom Xpax postpaid customers
• Existing Celcom Xpax prepaid customers
• First Basic 38 customers

Where can I register?

You can register through the channels below:
• Contact Center 1111 (COBP only)
• Celcom bluecube
• Celcom Online Shop
• Celcom Certified Partners

I am a foreigner; can I register for this plan?

Yes, however, you must pay a deposit of RM150 on top of the required advance payment.

What are the benefits of XP Lite™ plan?

You can enjoy unlimited calls to all networks & size up your Internet anytime to enjoy unlimited Internet for FREE when you stay on for more than 6 months with L or M Pass.

What does Unlimited Calls to all Networks mean?

The unlimited calls apply to all networks and for domestic usages only (i.e. within Malaysian networks) excluding with special charges (i.e. 1-300/1-800/600, 121, TM100, 1MOCC, IDD calls to Singapore & IDD/border calls to Brunei)

How do I get to enjoy the Unlimited Calls to all Networks?

You just need to register with XP Lite™ to enjoy the Unlimited Calls to all Networks automatically.

What happens if I fully utilize my monthly Internet allocation within the billing cycle?

You can still enjoy Internet access at 64kpbs up to 15GB. To continue enjoying Internet service at a faster speed, you can purchase Internet Add On via Celcom Life App.

What is a Birthday Reward?

You can enjoy FREE 100GB Super Video Walla™ on your birthday.

How do I redeem the FREE 100GB Super Video Walla™?

It will automatically be provisioned into your account on your birthday.

Can I add supplementary lines on this plan?

No. There are no supplementary line plans for XP Lite™ plan.

How can I pay my bills?

• Auto Billing
• Internet banking
• Celcom Life App
• Self-Service Kiosk (SSK)
• Boost e-wallet
• Tele-banking
• Automated Teller Machine (ATM)
• Celcom Outlets / Other payment agencies
• e-Pay
• Contact Center
• Pay Your Way
• JomPAY

Are there any rebates for customers who registered for Auto Billing?

Yes. You can enjoy a one-off RM50 rebate on your 1st month bill.

Can I use my credit balance to cover my advance payment for XP Lite™ plan?

No, you can’t. Full advance payment is required during registration.

What happens if I terminate my plan?

You will be charged pro-rated upon termination for all lines on top of your outstanding bill amount. If you have any active contract, the penalty clause will apply accordingly.

Is there any latest offering from unifi for mobile segment?

Yes! Starting 13 December 2018, we are opening up the subscription of our unifi Mobile 99 to ALL. You can get our unifi Mobile 99 for non-stop data, calls and SMS at RM99/month (excluding 6% ST).

Who is eligible to subscribe to the unifi Mobile 99?

All of you! Malaysian or Non-Malaysian aged 18 years and above to subscribe to our unifi Mobile 99.

I am interested. How do I subscribe to the plans?

You may subscribe to the plans at all of our touchpoints below:
o website at unifi.com.my
o Mobile Unifi App – myunifi (download via Apple’s App store or
Android’s Google Play)
o TMpoint outlets
o TM resellers
o TM Authorised Dealers (TAD)

Will there be a limit to the maximum of lines I can subscribe to?

Yes, you are entitled to sign up to a maximum of five (5) lines per IC

I’m an existing unifi Mobile plan subscriber. Do I get to enjoy the unifi Mobile 99?

Of course! All NEW and existing unifi Mobile plan members are welcomed to subscribe to our unifi Mobile 99 at RM99/month (exclusive of 6% ST)

Do I need to request for a specific SIM card size (e.g. micro SIM or nano SIM) prior to making payment?

Don’t worry. All our SIM card comes in three (3) built-in sizes (mini/ standard, micro, and nano) that would fit in any phone models

What is an upfront payment requirement for unifi Mobile subscription?

For customers who subscribe to a new number for unifi Mobile 99 plan via unifi.com.my, TM Resellers, TM Authorised Dealers and any TMpoint outlet nationwide, you will be charged an upfront payment of RM100

I am a nonMalaysian, how would I receive my deposit upon termination?

For non-Malaysians, you are required to pay a deposit of RM300 per line activation. Your refund will be transferred into your preferred bank account within three (3) months / 90 days upon termination. Kindly provide us with your banking details via our support channels or at any TMpoint outlet nationwide upon successful termination

How do I cancel my subscription?

If you really have decided to cancel your subscription, termination can be done via Live Chat on https://unifi.com.my/chat/index.html, mobilecare@unifi app or TMpoint outlets nationwide, prior to clearing all your outstanding balance

Will I be refunded if there is an extra payment in my account?

Yes. We will refund you of any extras if your account balance is more than RM10

How will I receive my monthly bill?

You will receive the monthly bill through your registered e-mail via https://mobile.unifi.com.my/selfcare/profile

When is my bill date and bill cycle?

Your bill date is always on the 1st of every month and the cycle is for the full period of the month (e.g. 1st April – bill generated for 1/4/18 – 30/4/18.)

How do I make my bill payment?

All payments are to be made to ‘webe digital sdn. bhd.’ via the available touchpoints as follows:
• Internet Banking
• Autopay
• Selfcare
• Walk-in & Over the Counter Payment

What is the new Hotlink Postpaid Plan?

The new Hotlink Postpaid plan comes with 2x high-speed Internet Quota, a combination of All-Day quota and YouTube quota. There are 3 plans for you to choose from, Hotlink Postpaid 30, Hotlink Postpaid 40 and Hotlink Postpaid 60

What do I get by signing up with a new Hotlink Postpaid Plan?

Hotlink Postpaid Plan combines the best of Hotlink Prepaid with the convenience of Postpaid

Who can sign up for these plans?

These plans are open to all consumers. It is applicable to port-ins, pre-to-post migration and new registrations

Are there any limitations to the unlimited calls and SMS?

No, there are no limits to the unlimited calls and SMS.

If the monthly allocation is not fully utilised, will it be carried forward?

No, the free allocations (calls, SMS & Internet) will refresh monthly upon completion of your bill cycle.

Can I change my rate plan after I have subscribed to Hotlink Postpaid Plan?

Yes, you can change or upgrade to any other Maxis Postpaid Plans.

Is the advance payment refundable?

No, but advance payment will be offset against the first month’s invoice and any extra will be carried forward to the following month

If I sign up for Hotlink Postpaid Plan, am I entitled to a supplementary line?

No. There are no supplementary line plans for Hotlink Postpaid

What happens when I use up all my Internet quota?

Upon depletion of your quota, you can continue surfing WITHOUT ADDITIONAL CHARGES at reduced speeds. Alternatively, you may purchase additional mobile Internet passes via *100# or via the Hotlink Postpaid app at www.hotlink.com.my/m

How do I join BLACK?

You can sign up here! You may also visit an XOX Care Centre or reach out to an authorized BLACK dealer near you

Who can register for BLACK?

You! But, you have to be 18 years old and above with a valid NRIC or passport to be able to register!

How many lines BLACK lines can I register?

You can register up to 5 lines under one NRIC/Passport.

Is there an app for me to manage my account?

Yes! Via the BLACK App. Available for both iOS and Android!

What does UNLIMITED CALLS mean?

It means you have the freedom to chat away with all your besties!

How do I check how much quota (data, talktime and SMS) I have left?

Head over to your BLACK App, XOX Self Care or dial *150# to access our Easy Menu! Or you may also send BAL to 22111 and 23388 to check your balance

What will happen to the existing data, talktime and SMS that I have carried forward?

They will all be carried forward from your current plan to the new plan

Where can I pay my BLACK bill?

You can pay your BLACK bill on the following platforms:
1. BLACK App
2. XOX Self Care
3. XOX Fast
4. XOX Service Centres

When will I receive my BLACK bill?

You will receive your BLACK Statement at the end of your billing cycle each month. If you signed up on the 10th of the month, you would receive your statement on the 10th of the following month.

Where can I sign up for Digi Postpaid plans?

You can sign up for the Digi Postpaid plans at all Digi outlets, authorized dealer stores and Digi Store Online.

Who can sign up for a Digi Postpaid plan?

All subscribers, inclusive of new registrations, port-in from other operators, Prepaid to Postpaid conversions, and existing Digi customers with change of plan from a non-contractual plan, are eligible

I am a foreigner. Can I subscribe to a Digi Postpaid plan?

Yes you can. There is an additional deposit of RM500 on top of the upfront payment required.

Will my Digi Prepaid credit be carried forward when I convert to a Digi Postpaid plan?

Yes, your prepaid credit (up to a max of RM100) will be carried forward and used to cover your upcoming months’ bills.

What happens when I exceed my monthly Mobile Internet Quota? Will I be charged for extra usage?

No, you will not be charged extra. Your data service will be restricted until the next billing cycle.

Can I register for supplementary lines under my Digi Postpaid plan?

Yes, you can register up to a maximum of 6 supplementary lines. Both your Principal line and Supplementary lines can also be under the same rate plans, provided both lines are registered under Digi Postpaid

What are the benefits of signing up to Auto-Pay?

Enjoy a 5% discount on your monthly Postpaid bill for the first six (6) months of your subscription when you sign up for Auto-Pay

How does the ‘Unlimited Calls’ work?

Every day you get to enjoy Unlimited voice calls to both on-net and off-net numbers i.e. all mobile calls to Digi or other mobile operators including fixed lines

Do I have to make any advance payments when I purchase a device bundle contract?

Yes, advance payment is applicable for a device bundle contract upon subscription. It will be rebated back to your bill across 12 months / 24 months, subject to the campaign promotion

How do I pay my bill?

• Auto-pay (auto-billing)
To sign up for auto-pay, you can register via MyDigi or walk-in to any of the Digi Stores located nationwide with your NRIC/Passport and your credit card for the service.
• Online Banking
• JomPAY
• Digi Stores / Kiosks
• ATM
• Post Office
• e-Wallet

Who can sign up for Hero Postpaid Plans?

All Malaysians and foreigners above 18 years old

What is an upfront payment?

An upfront payment is made at the point of registration. It will then be deducted from your first month’s bill statement.

What’s the difference between an Upfront Payment and Advance Access Fee?

Upfront Payment is an advance payment equivalent to the monthly fee made when you first sign up any Postpaid/Broadband plans. Eg: P99 (RM99), P79 (RM79), P48 (RM48). This payment will be collected upon signing up for your desired plan, and will be used to off-set your first monthly bill. It is not refundable.
Advance Access Fee will be reflected in your first month’s bill and is refundable upon service termination request. It will be refunded after off-set your outstanding payments (if any).

Will my rate plan’s bundled services (Voice and SMS) be pro-rated based on the date of activation?

All voice and SMS allocation within the rate plan bundle will be pro-rated based on activation date. Data allocation will not be prorated. This is not applicable for Share 10 & Share 20.

How would I know if I have exceeded my Internet quota?

You will receive an SMS notification when you have exceeded 80% and 100% of your allocated quota.

What happens if I finished my mobile hotspot quota?

You can continue to use mobile hotspot at a reduced speed of up to 64kbps.

Is unlimited data and calls available for overseas’ usage?

No. All unlimited data and calls are available for domestic usage only. Standard IDD rate and roaming charges apply.

Prepaid Plan

What is Celcom Xpax Starter Pack?

Celcom Xpax Starter Pack is a new prepaid SIM that comes with free internet and credit at only RM10. You can choose to sign up new number or maintain your existing other telco number.

Does the Celcom Xpax Starter Pack comes with Freebies?

Yes, you will enjoy 10GB of Facebook, Instagram and Games Walla (Games Streaming), these quota will be given free on a monthly basis

Where can I sign up for a new Xpax Starter Pack?

You may walk in to any Celcom Bluecubes and authorized Dealers.

How do perform self-registration to my new Xpax Starter Pack?

Hold on to your starter pack, download the Celcom Life App and follow some simple instructions to register and activate the pack

I would like to check Xpax prepaid number under my account, what do I need to do?

You can check your Celcom Xpax prepaid number via SMS. Just type MYNUMBER <space> ID number to 28882

Am I able to do tethering / hotspot to another device(s) or desktop?

Yes. Tethering / hotspot will be enabled for Starter Pack

Will I be charged Service Tax 6% (SST) for reload?

Only non-Malaysian will be charged 6% SST.

What is the credit reload denomination?

The minimum reload denomination is RM5 and maximum is RM200.

How do I know if the reload was successful?

You will receive an SMS confirmation for each successful reload transaction.

When the effective date of the credit validity is starts?

The effective date of the credit validity will be started upon the date of the successful reload.

How much is the Hotlink Prepaid Unlimited starter pack and what is preloaded into the SIM?

The Hotlink Prepaid Unlimited starter pack is priced at RM10 and it comes with preloaded credit of RM5 (valid for 5 days) & FREE 500MB Basic Internet

What is the voice call & SMS rates?

Enjoy a flat rate of 15sen/30-sec for calls & 15sen/SMS to all local networks. Video call is same rate as voice call. To enjoy unlimited voice calls to all local networks, purchase any of our Unlimited Internet Passes.

How do I start using the internet? Will I be charged pay-per-use rates at 10sen/10kb?

With Hotlink Prepaid Unlimited Plan, you are given FREE Basic Internet and you will not be charged pay-per-use rates. For high-speed Internet, just purchase any Internet Pass from Hotlink app.

How do I manage my account on this plan? E.g. Buy internet pass, check my balance etc.

For best experience & rewards, download Hotlink app from Google Play/App Store. Alternatively, you may dial *100#.

What is the lifecycle of Hotlink Prepaid Unlimited plan?

Hotlink Prepaid Unlimited plan gives you a 5-day active period upon activation with an additional 50-day credit grace period

What is ‘inactive’ period (also known as ‘credit grace’ period)?

During the inactive period, you can only receive incoming calls and SMS. To be able to make calls, send SMS, & surf the internet, please perform a top up. To avoid service cancellation, top up before the end of the inactive period.

What will happen to my unused credit during the inactive period?

Your unused credit during the inactive period will be frozen, and you can only receive incoming calls and SMS. Upon your next top up, your unused credit balance will be combined with your top up amount.

What will happen to my ongoing Internet subscription during the inactive period?

During the inactive period, you will not be able to utilize balance quota from your Internet pass. Top up to continue using your Internet pass.

What is FREE Basic Internet for Hotlink Prepaid Unlimited plan and how do I enjoy it?

FREE Basic Internet of 500MB allows you to stay connected on all apps 24/7 for FREE, at the speed limit of 64kbps. Your FREE Basic Internet will be fully activated within 1 hour after activation of your Hotlink Prepaid Unlimited Plan. This quota will be refreshed monthly

Does FREE Basic Internet work when I’m roaming?

No, FREE Basic Internet is only available locally. When you roam, standard data roaming charges would apply. To save, please get a roaming pass

What is ONEXOX?

Powered by XOX MOBILE, ONEXOX is a prepaid mobile plan that offers blazing fast 4G LTE with Superb Savings

Where can I get ONEXOX starter pack?

You can purchase ONEXOX Starter Pack from any appointed authorized distributors and XOX Online Store. The Starter Pack recommended retail price is RM10 and comes with preloaded RM5 credit, 4G LTE and 1800 Free SMS upon SIM activation.

Can I subscribe ONEXOX and maintain my existing number?

Yes. You can maintain your existing number through XOX mobile MNP (Mobile Number Portability) and avoid the inconvenience of having to notify friends and associates that you have changed your number.

Who can enjoy this ONEXOX Prepaid Plan?

For existing ONEXOX subscribers, subscribers who activated ONEXOX prepaid plan, and subscribers who activated #prepaidplus pack from 11th April, 2016 onwards.

Where can I get ONEXOX Prepaid Plan top-up?

You can top-up your ONEXOX Prepaid Plan at all 7-Eleven, petrol stations and at selected outlets via the e-Pay terminals. Please don’t forget to mention “XOX” when you’re purchasing the top-up.

Is ONEXOX data plan unlimited?

No. ONEXOX offer high speed data plan up to 7.2mbps download data based on the quota limit/day subscribed. With this, ONEXOX subscribers are free from interrupted internet browsing speed.

How do I use the free SMS?

Free SMS can be used for numbers on the same network (XOX Mobile & ONEXOX).

What are the unique selling points of Digi Prepaid NEXT?

Digi Prepaid NEXT gives you:
• Starter Pack that is preloaded with 30 Days Internet
• Internet that controls your line validity with Always Active
• Ultimate Digital Experience with MyDigi App

What are the plan specifications of Digi Prepaid NEXT?

Digi Prepaid NEXT gives you:
• Calls: 10 sen / min to all networks
• SMS: 10 sen / SMS to all networks
• Video Call: 30 sen / min to all networks

Who is eligible to buy Digi Prepaid NEXT?

Any new/existing prepaid subscriber is eligible for the purchase of Digi Prepaid NEXT

What is the validity of a new Digi Prepaid NEXT pack?

Your Digi Prepaid NEXT pack is valid for 30 days.

I bought a Digi Prepaid NEXT pack from a dealer, but after inserting the SIM it doesn’t seem to work? What should I do?

Please allow a maximum of 4 hours for the SIM to be activated. If the SIM is still not working after 4 hours, please go back to the store you purchased this pack from for them to assist you.

What happens if I run out of Internet?

If you have exhausted your Internet quota during the 30-day cycle, you may top up your Internet by purchasing either Monthly Plan Boosters or On Demand Passes.

What is Tune Talk?

Tune Talk is a Mobile Virtual Network Operator (MNVO) offering ‘no-frills’ mobile prepaid services with the lowest calling rates around.

Are there add-ons to my Tune Talk Prepaid account?

Yes there are! You’ll get these Value Added Services:
• Call Waiting
• Caller Line Identification Presentation (CLIP)
• Multi Party Conferencing
• Voicemail
• International Direct Dial and SMS
• International Roaming

How much is a Tune Talk Sim Pack?

Get our SIM Packs for the low price of RM5.

How do I get a new Sim pack?

Drop by any Tune Talk Prepaid dealer and buy it off the shelves.

I’ve got my Tune Talk Sim card. Now what?

Pop the SIM into your phone, go through the simple steps and you’re activated.

How do I top up my Tune Talk Account?

You can top up via:
• Top Up card (e-pay scratch cards)
• Credit card
• IVR
• Tune Talk Mobile App
• Website
• E-banking sites
• ATM machines
• E-pay
• Convenience Stores (e.g. 7-Eleven, MyNews)
Paypal
• Online e-commerce sites (Lazada, 11 street, etc.)
And many more