Frequently Asked Questions

New Family Plan FAQs

Section 1: Getting Started - Eligibility & Sign-Up
    • All new and existing customers aged 18 and above are eligible.
    • Malaysian Citizens: An advance payment may be applicable based on your plan.
    • Foreign Nationals: A deposit of RM500 per mobile line is required.
    • Only one (1) Maxis Family Plan can be registered per NRIC/Passport.
    • A one-time processing fee of RM10 (added to your first bill) for new principal line.
    • A one-time fee of RM10 for a new SIM card or eSIM will apply for the principal line and each family line.

  • No, only one Maxis Family Plan can be registered per NRIC/Passport.

  • No, the Maxis Family Plan is designed for personal/family use and cannot be registered under a company name.

  • Your mobile lines (principal and family lines) will be activated upon successful registration, allowing you to use unlimited data while we schedule your Fibre installation. If Fibre cannot be installed at your address for technical reasons, we will provide our Home WiFi service as an alternative for your home internet needs.

Section 2: Understanding Your Plan
  • The Maxis Family Plan is a comprehensive bundle that includes:
    • Up to four (4) Maxis Unlimited Postpaid Mobile lines (one principal line and up to three family member lines).
    • One (1) home internet service:
      • Maxis Family Fibre 500Mbps (with Family Plan 299) or 1Gbps (with Family Plan 399) with options to upgrade to speeds up to 2Gbps, OR
      • Maxis Family Home WiFi.
    • All services come with a 24-month contract at a fixed bundled rate.
    • You'll also have options to upgrade your Fibre plan and add selected devices (including home devices) on Zerolution.

  • Both are home internet services.

    1. Maxis Family Plan Fibre: Offers high-speed fibre optic internet with options to upgrade your speed. Its availability depends on whether your home address is within a Fibre coverage area.
    2. Maxis Family Plan Home WiFi: This service has one standard option and does not come with a minimum speed guarantee. It's offered as an alternative if Fibre is unavailable at your location.
    1. Maxis Family Plan: A specific multi-line bundle (up to 3 mobile lines + 1 home internet) with a 24-month contract at a fixed rate. It allows Fibre upgrades and device add-ons via Zerolution.
    2. Maxis Postpaid Unlimited Bundle: Offers more flexibility in choosing individual mobile and Fibre plans to suit your needs for unlimited data, calls, and SMS. It may also provide different device ownership models.

  • Yes, all mobile lines (principal and family lines) under the Maxis Family Plan come with 5G access at no additional charge.

  • To experience 5G, please ensure:

    1. You are using a 5G-compatible device.
    2. You have a 4G LTE SIM card (dial *100*8*5# to check).
    3. 5G network settings are enabled on your device.
    4. You are within a Maxis 5G coverage area (check coverage here).

  • No, 5G access is included for all lines under the Maxis Family Plan without any additional fees.

Section 3: For Existing Maxis Customers
  • Yes! You can switch to the new revamped Family Plan, but please note:

    No auto-migration: We want you to decide freely, as switching will renew all services under a new 24-month contract.

    Device contracts: Existing agreements (e.g., Zerolution) will carry over to your new Maxis Family Plan.

    How to proceed: Visit any Maxis Centre to discuss your options.

  • Yes, existing Maxis customers can subscribe to the Maxis Family Plan. All services moved into the Family Plan will be re-contracted for 24 months. Here's how existing contracts are handled:

    • Existing Maxis Postpaid :
      • If you have any Normal/Zerolution device contracts, your contract will carry over to your new Maxis Family Plan principal line only without any penalty charges. CRP to Maxis Family Member Plan/Maxis Family Plan Additional Member lines will result in contract termination and ETF will be charged.
         
    • Existing Maxis Shareline:
      • If you have any Normal/Zerolution device contracts, your contract will carry over to your new Maxis Family Plan without any penalty charges.
         
    • Existing Maxis Fibre Service:
      •  If your Fibre service is still under contract, you can upgrade to Maxis Family Fibre without penalty. You'll begin a new 24-month contract under the Maxis Family Plan.
      • If your Fibre service is no longer contracted, you can still join the Maxis Family Plan without Early Termination Fees, starting a new 24-month contract.
         
    • Existing Max WiFi Contract:
      • Your Max WiFi subscription will continue under the Maxis Family Plan without Early Termination Fees
         
    • Existing Maxis Home WiFi Service (with 4G/5G Router):
      • If your Home WiFi is still contracted, you can upgrade to Maxis Family Fibre (if available at your address) without Early Termination Fees.
         
    • Existing Premium Home Devices on Zerolution (with Fibre/Home WiFi):
      • If you have Zerolution contracts for premium home devices linked to your current Fibre or Home WiFi, these contracts will carry over to your new Maxis Family Plan without Early Termination Fees.
         
    • Existing Maxis Watch or Tablet Zerolution Contract:
      • These subscriptions will continue under the Maxis Family Plan without Early Termination Fees.
    • Fibre Service: You can upgrade to Maxis Family Fibre without Early Termination Fees, starting a new 24-month contract under the Family Plan.
    • Max WiFi Contract: Your Max WiFi subscription will continue as is, without Early Termination Fees.
    • Fibre Service: Yes, you can switch to the Maxis Family Plan. Since your previous contract is complete, there's no penalty. You will start a new 24-month contract for the Maxis Family Plan.
    • Free Mesh WiFi: If you are no longer contracted for the free mesh WiFi units, they will continue to be part of your service under the Maxis Family Plan without Early Termination Fees.
Section 4: Managing Your Plan & Devices

  • No, it's not compulsory. You can choose to activate any number of family lines up to the maximum allocated within the Maxis Family Plan.

  • Yes. You may add up to six (6) additional family member lines to your plan for RM48 per month, per line.

  • Yes, you can manage your family lines. You can either transfer existing Maxis numbers into your Maxis Family Plan (subject to eligibility) or add new numbers as family lines.
    • You will continue to pay the total agreed bundle price for the Maxis Family Plan. Terminating a family line itself does not trigger the Early Termination Fees for the overall Maxis Family Plan.

    • However, if the terminated family line has an active device contract (e.g., Zerolution) attached to it, that specific contract will be terminated, and an Early Termination Fee for that device contract will apply.

  • No. The home internet service (Fibre or Home WiFi) is an integral part of the Maxis Family Plan. Terminating it would be considered a termination of the entire Maxis Family Plan. Your mobile lines would then need to be converted to standard Maxis Postpaid plans, and Early Termination Fees for the Maxis Family Plan would apply.

    1. If Fibre coverage is available at your new location: Your Maxis Family Plan Fibre service will continue at the new address.
    2. If there's no Maxis Fibre coverage at your new location: Your Maxis Family Plan Fibre service will be terminated, and you will be provided with Maxis Family Plan Home WiFi as an alternative. Your contract period will continue.

  • Yes. In this scenario, your Maxis Family Plan Fibre service will be terminated, and you'll be switched to Maxis Family Plan Home WiFi. Your 24-month contract period for the Maxis Family Plan will continue.

  • Yes, we offer devices on Zerolution contracts with the Maxis Family Plan, subject to an eligibility check.

    • Device Zerolution: You can get up to five (5) Zerolution devices (e.g., smartphones, smartwatches, tablets, TVs). However, a maximum of one (1) of these can be a premium home device on Zerolution.
    • Eligibility for Zerolution is subject to an eligibility check.
    • For specific device pricing on Zerolution with the Family Plan, please refer to the Zerolution Device Prices listed under "Maxis Postpaid Share 48" on our Maxis Online Store.

  • Yes, you can choose to terminate a specific device contract. An Early Termination Fee will apply only to the terminated device, according to Zerolution terms and conditions. Other active device contracts will remain unaffected.

Section 5: Billing & Ownership

  • No, the Maxis Family Plan is a bundled package. All charges will be consolidated into a single bill under the principal line holder's name.

  • No, the Maxis Family Plan is registered to a specific individual's NRIC/Passport and is non-transferable.

  • No, the Maxis Family Plan is intended for residential use and cannot be installed at a business or office address.

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The FAQ’s are meant for clarification purposes only. The FAQ’s may be modified from time to time. Please refer Terms of Use and Terms & Conditions of the products and/or services for more information.

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