I am interested to subscribe for the Fibre Internet package. Where can I subscribe?
There are a few alternative channels available. You may subscribe for the Fibre Internet package via Maxis Centres, Maxis Home Services rovers, selected Maxis Exclusive Partners, appointed Maxis Dealers, call Customer Hotline 123 or visit maxis.com.my/home.
Do I have to pay any upfront fee if I want to subscribe for the Fibre Internet package?
There is no upfront payment required. A fee of RM200 for installation will be charged to your 1st bill. However, RM200 fee is waived till 31st June 2012.
How much is the monthly fees?
Your monthly fee will be as per your subscription, plus any other Value Added Services charges on top of what is provided with the Fibre Internet package that you have opt for.
How long is the contract period?
The contract period is 24 months.
What if I terminate the service within the contract period?
You will be charged (your monthly fee) X (the remaining months). The amount will be reflected in you last bill.
What will I see on my 1st bill?
You will see a statement reflecting your usages from the date of your activation to the date that you are billed with a pro-ration of the access fee.
All charges will be reflected and discounted based on the free usages that is part of your package.
How many bills will I receive and what would be reflected in my bill?
At the moment, you will receive up to 4 bills for the Fibre Internet service, Calls service and Wireless Internet (if applicable). Your monthly charges will be reflected in the Fibre Internet service bill and Wireless Internet (if applicable).
Any usages beyond what is provided in the package for Home Calls will be in the individual bills respectively.
We are in the midst of enhancing our system to consolidate all your bills. We will inform you accordingly once this system is in place.
What do I get once I subscribe to this service?
You will be given a Residential Modem and a DECT phone. The model of the devices will follow the packages that you have subscribed for. Do note that the TH799 is only given on a promotional basis only.
What if there is an outstanding amount in my Wireless Internet and Home Calls bills?
As Wireless Internet and Home Calls are part of the package, any outstanding payment that leads to suspension/barring of one of these services, all other services in the package will be suspended or barred at the same time. Once you have settled payment to your suspended/barred account, all services will be unsuspended/unbarred as well.
There is a RM 10 charge for each unsuspension/unbarring transaction for each line.
What will happen if I disconnect my previous Wired Internet service while I am still tied to the contract?
Your contract will re-start and we will waive off the penalty fee.
I am an existing Wired Internet customer. Once I upgrade to the new Fibre Internet package, will my Wired Internet service be terminated automatically?
The Fibre Internet service & Wired Internet service are 2 different accounts and services. If you wish to terminate the Wired Internet service, please walk-in to the nearest Maxis Centre.
Please note that there may be a service disruption between your termination of the Wired Internet service and your Fibre Internet service installation, depending on your preferred installation time.
I am an OKU, am I entitled to a discount for Fibre Internet?
Yes, there is a 50% discount for OKU. Please present your OKU card during registration.
What is the warranty period for the Residential Modem, DECT phone and Wireless Modem?
The warranty is 12 months for the Residential Modem, DECT phone and Wireless Modem respectively.
How long is the installation process?
The installation process will take approximately 2-4 hours for high-rise buildings and 6-7 hours for landed property. You will receive a call from us within 48 hours after registration to confirm the installation date & time.
Will there be any drilling involved?
Drilling will depend on the structure of your premise. There will be potential drilling to connect the Home Fibre Internet service to your house. You will need to approve the drilling and the design of the connection prior to installation.
Will there be additional costs for the installation?
If the customer request for a non-standard installation that requires trenching, retiling, repainting and concealing, additional cost will be incurred and customer may need to work independent contractor prior and after Maxis installation works.
Please refer to this table for non-standard installation charges.
Should I need to reschedule my installation appointment, will there be any penalty imposed?
There will be a charge of RM 200 if you reschedule your appointment within 3 days of your previously set appointment.
Can I upgrade/downgrade my Fibre Internet service?
Yes, you will be able to do so via MyAccount Portal. Please register with your fixed line number and the NRIC number you registered with. You may log on to MyAccount Portal via www.mylaunchpad.com.my.
Is there a fee imposed to upgrade/downgrade my Fibre Internet package?
There is a fee of RM 50 imposed on every package upgrade/downgrade for the Fibre Internet service. However, for the time being all upgrade of package fee is waived. Please note that your contract will re-start when you upgrade or downgrade your package.
If I already have a Wireless Internet MyAccount Portal, do I need to create another account for my Fibre Internet service?
At the time being, you will need to create a separate account for both your Wireless Internet and Fibre Internet service. We are working towards enhancing our services to allow you to view both your Wireless Internet and Fibre Internet service details under one account.
If I upgrade/downgrade my package , will my device also change?
During the promotion period, should you upgrade your package from a lower package to a higher end package, you will receive an upgraded device. After the promotion period, no device change will be given.
For Wireless Internet, there will not be a device change if you upgrade/ downgrade your package.
I am currently on the previous 6MB Fibre Internet package with the RM 40 Loyalty rebate (monthly fee amounting to RM 118). Can I upgrade/downgrade my existing package to any of the new Fibre Internet packages?
You may upgrade/downgrade your existing package to any of the 3 new packages. However you will no longer enjoy the RM 40 loyalty rebate as it is only applicable for the Fibre Internet 6MB package. Your device will not be upgraded and all promotional items will follow the new package. However if you are currently in a package with a Wireless Internet add on, you will need to maintain the same Wireless Internet package as well. This is as the Wireless Internet also has a contract that follows your previous Fibre Internet contract. Once you upgrade/downgrade to the new package, you will not be able to enjoy the loyalty rebate anymore and your contract will re-start.
What is the Fair Usage Policy (FUP) for my Fibre Internet service? What happens if I exceed my FUP?
Fair Usage Policy (FUP) is to ensure our customers can experience good browsing speeds and to prevent abusers from hogging the bandwidth by throttling the speed after users have used up their quota. However, for now, the is no quota limit implementation until further notice.
Can I buy quota upgrade for my Fibre Internet service?
Not at this point in time, but we are enhancing our systems to offer you that service in the near future.
Can I perform torrent/peer-to-peer downloads?
In order to create a good customer experience for all our customers, torrent and P2P downloads are not recommended.
What if the Fixed Modem (ONT) is faulty after 24 months?
You may request for a replacement by calling our hotline at 1 800 82 1123 and we will issue a replacement. The Fixed Modem (ONT) has a lifetime warranty (for active subscribers only).
Incidental damage caused by customer within or after warranty period is subject to a replacement charge of RM 800.
What if my DECT phone or Residential Modem is faulty within the warranty period? What should I do?
Please call our hotline at 1 800 82 1123 and our fault vendor will assist in replacing the devices for you.
What if I lost or cause intentional damage to my DECT phone and Residential Modem during warranty period?
You may call our hotline at 1 800 82 1123 for replacement. Replacement charges will be charged to your bills as follows :
DECT Phone (Aztech ) - RM 70
DECT phone (TH 75) - RM 150
Residential Modem (TG784n) - RM 250
Residential Modem (TH799) - RM 600
If I terminate the service before the contract ends, do I need to return the devices?
We only require for you to return the Fixed Modem (ONT). All other devices belong to you. Our installers will arrange to collect the Fixed Modem (ONT) unit from your home.
Where can I terminate the service?
You need to walk-in to any Maxis Centre.
What is the WiFi coverage in terms of distance?
The coverage is within a 100m radius but will vary depending on your house structure. For example, a thick wall may affect the quality of your WiFi connection.
Does rain affect the FTTH transit signal?
No, it does not affect the signal.
What if I move homes within my contract period?
You will need to provide documented proof of your new house address (e.g. utility bill addressed to your new home). If we are able to offer the service in the new location (depending on whether your new location is within our coverage areas) we will re-locate the service for you for a fee of RM200. Note that your contract will be restart. If the service is not available in your area, we will waive your penalty fees.
If you are unable to provide proof of your new house address and you are still bound to the contract, you will incur a penalty fee for early termination in your last bill.
I live in a 3-storey house and would like the service to be installed on the 3rd floor. Is this possible?
The service can be installed wherever you prefer. The installers will provide you with a sketch once you have informed them of your desired location. Should the location be suitable, this is where the service will be installed. However, there is a limitation to the cabling length of 85:15. Which means;
• 85 meter (outside home) from nearest FDP (Fiber Distribution Panel) to TB (Termination Box)
• 15 meters (inside home) from TB to ATB (Access Termination Box)
