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Frequently Asked Questions

Home Zerolution

  • We are offering multiple Connected Home Devices on Zerolution with Maxis Fibre and Maxis Home 4G WiFi with installment from as low as RM1 per month, depending on your Maxis Home Internet plan.

    Home Internet plan refers to current Maxis Fibre plans and Maxis Home 4G WiFi plan.

  • All existing and new Maxis Fibre and Maxis Home 4G WiFi customers are eligible for this offer (Fibre must be installed before sign up of Home Zerolution contract). Customers on Maxis Unlimited Postpaid & Fibre and Maxis Unlimited Postpaid & Home 4G WiFi plan are eligible for a wider range of devices. Click HERE to view more details.

  • Each customer is allowed to have ONE (1) Home Device only (per IC), subject to eligibility check.

  • Device advance payment may be applicable subject to the eligibility check at the point of payment.

  • The Device Advance Payment collected will be refunded to you in your next bill.

  • There is a 24-month and 36-month contract period (depending on your installment plan) starting from the subscription date, not the delivery date. Device remaining balance will be charged if any of the following occurs during the contract period:

    • Termination before contract ends
    • Transfer ownership
    • Relocation to non-serviceable areas
    • Downgrade from original Fibre or Home 4G WiFi entry plan
    • Cease to be a Maxis Unlimited Postpaid & Fibre or Maxis Unlimited Postpaid & Home 4G WiFi subscriber.
  • You can upgrade your fibre plan during contract period. However if you wish to downgrade your fibre plan, device remaining balance will be triggered.

  • Brand Product Warranty Period Contact Number
    Huawei Huawei Matebook Carry in Warranty
    Contact Options:


    Refer to the link below for the closest service centre to your location:
    https://consumer.huawei.com/my/support/service-center/

    LG

    LG Monitor Carry in Warranty
    Contact Options:
     
    • Toll Free: 1300-822-822
      Monday to Friday: 9am to 6pm
      Saturday: 9am to 1pm
      Sunday & Public Holiday: Closed

    Refer to the link below for the closest service centre to your location:
    https://www.lg.com/my/support/locate-repair-center
    Samsung Samsung Monitor Carry in Warranty
    Contact Options:
     
    • Hotline 1 800 88 9999
      Monday to Sunday 24 Hours

    Refer to the link below for the closest service centre to your location:
    https://www.samsung.com/my/support/service-centre/
    Samsung Samsung TV On-site Warranty
    (TV installation premise)
    Contact Options:

    • Hotline 1 800 88 9999
      Monday to Sunday 24 Hours
    Lenovo Lenovo Tablet Carry in Warranty / Whatsapp Case Login

    Contact Options:

    • Whatsapp @ +603 2058 5358
      Monday to Sunday 9:00am-6:00pm


    Refer to the link below for the closest service provider to your location:
    https://support.lenovo.com/us/en/partnerlocator

    Sony PlayStation 5 Carry in Warranty

    Contact Options:

    • Hotline 1300 88 1233
    • Mon-Fri 9am - 6pm (except Public Holidays)


    For repair service, please visit our Service Center with original purchase invoice, product packaging and defective item(s).
    http://www.sony.com.my/section/servicecentres

    Apple iPad & iPad Mini Carry in Warranty

    Contact Options:

    • Hotline 1800 803 638
    • Mon-Fri 9am - 6pm

     

    Refer to the link below for the closest service provider to your location:

    https://www.apple.com/my/support/products/

    For non-Apple devices, should  you have any difficulties while contacting the manufacturers on delivery status, repair and maintenance & warranty updates, you can reach out to a dedicated Customer Service hotline at 012-969 6305 by our appointed partner MTT Solutions Sdn Bhd.

    Home Device warranty is independent of Maxis Fibre and Maxis Home 4G WiFi contracts or subscription.

  • The minimum commitment period of the Zerolution subscription is either:

    1. twenty-three (23) months + ONE (1) month extended period. Extended period (24-month) subjects to Device Returning Policy
    2. thirty-five (35) months + ONE (1) month extended period. Extended period (36-month) subjects to Device Returning Policy
       
    • Customer can choose to return the Home Device within the extended period.
    • If the Home Device is returned to us in good working condition, the Zerolution subscription will be terminated and the non-return fee (1 month extended period) will be waived.
    • You may own the device if you stay on Zerolution subscription for 24 or 36 months (depending on the installment plan you have signed up)

    Note: Home Device return after the extended period will not be accepted.

  • Please do expect a call, SMS or WhatsApp message from our delivery partners within 10 days from sign up.

  • You will need to be present for identity validation purpose.

  • Our delivery partner will contact you to confirm delivery date and time.

  • Our delivery partner will contact you to confirm delivery date and time. Changes of delivery date is not allowed after confirmation. 

  • The Home Device will be delivered to your Fibre installation address only, and your preferred delivery address for Home 4G WiFi only.

  • Please note this is in-home delivery, the appointed driver will do the following:

    • deliver and carry the Home Device into your premise.
    • assist to unbox the Home Device, please verify that the unit delivered to you is in good condition, without physical damage.
    • assist with the basic setup, includes turning on Home Device to check the power & screen.
    • request you to sign the delivery order after validated the Home Device is in good working condition.

    Please DO NOT sign the delivery order or accept the Home Device, should you notice any physical damage or it is not functioning i.e. can't turn it on etc.

  • Delivery is free of charge for all Home Devices. However, if you would like to choose for any installation service including install TV to a wall bracket, installation charges may applicable.
    Installation charges depending on your installation option. Please confirm your installation options prior to delivery.

    • Delivery only (without installation)
      • It’s free of charge.
    • Install TV stand
      • It’s free of charge. We will cover delivery + install the TV stand.
    • Existing wall bracket
      • Installation fee of RM75 If you would like to install Samsung TV to your existing wall bracket which can be used and fits the new TV.
    • New wall bracket
      • Drilling is required to install the new bracket. The installation fee covers manpower and new wall bracket.
      • Installation fee is RM150 (for 50” TV) or RM200 (for 65” TV)
  • Installation charges depend on your installation option. Please confirm your installation options prior to delivery.

  • If you selected an installation option with charges, you are required to make payment to the below account for installation service.

    Company: MTT Solutions Sdn Bhd
    Bank: Am Bank Berhad
    Bank account number: 888-1030-468519

Level up your home with Maxis Zerolution

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.

Need to get in touch with us?

Find answers from our FAQ or contact Maxis Customer Service via these channels

Customer Complaint Management Process

Your feedback or enquiry on billing, network and service connectivity will be responded to within 48 hours.

We will make 3 staggered attempts to reach our customers.

If we are not able to reach customers for us to validate matters and gather any required information for our onward action, customers will be encouraged to engage our channels below for any further assistance:

  1. WhatsApp us and select Option 6 to check on your existing case status or to report on any network and service connectivity issues.
  2. Call us at 123 from Maxis Mobile or 1800 821 123 from other local mobile or fixed line.