TIME Fibre Home Broadband FAQ

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.

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.

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!

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.

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.

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.

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.

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?

EquipmentWarranty PeriodD-Link DIR-882
TP-Link Archer C1200
Linksys EA6350
D-Link DIR-850L3 years warrantyDECT Phone1 year manufacturer’s warrantyOptical Network Unit (ONU)Lifetime warrantyOther Router Models1 year warranty

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