Maxis Family Plan - Fibre Charge Correction and Delay in Billing

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• I received an SMS about a billing error for my fibre service. What is it about?

  Yes, we detected a billing error that affected Maxis Family Plan fibre service. The system failed to bill the monthly recurring charges for the fibre service. The issue has been fixed and you will find the charges starting from your April bill statement onwards.

• How much exactly are my fibre monthly charges?

  The monthly charge for your fibre service is RMX/mth. The formula for total backdated charge is RMX/mth X the number of months of unbilled fibre service.

  You may refer to our SMS to you for the month when the issue started and total backdated charge amount.

  To check the backdated charge in your bill, please refer to Other Charges and Maxis Family Plan – Fibre backdated charge in your April bill statement.

• I have calculated the total chargeback amount stated in the SMS but it seems less than the monthly recurring charges amount you have mentioned. Are you sure the RMXXX is the exact amount that I have to pay monthly?

  It is because of the first monthly charges are prorated based on the date you opted for the fibre booster up to your bill cycle date.

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• For customer with total backdated charge of RM100 and above only. Your SMS states the total backdated charge, and it will be split into 3 monthly bill statements. Does that mean I should only pay according to the total amount stated in the bill and not the total backdated charge at one go?

  Yes, you may proceed to pay according to the total charges of the bill statement as we have split the charge for your convenience. The backdated charge has been spilt into your April, May and June bill statement.