#MYBaikHati | Donate pre-loved devices for digital learning needs of B40 families! Read more

#MYBaikHati | Donate your pre-loved devices! Read

here

MCMC Volunteer Surveys, 22 Apr - 31 Dec | Click here for more details.

MCMC Volunteer Surveys, 22 Apr - 31 Dec | Click here for more details.

Frequently Asked Questions

Mobile

  • Here are the simple steps to set up your phone for Maxis Mobile Service:

    For Android Devices:

    1. Go to Settings
    2. Select More
    3. Select Carrier
    4. At Network Selection, turn off the “Automatic” selection, your phone will be searching for Network
    5. Select Maxis network


    For Apple Devices:

    1. Go to Settings
    2. Select Cellular
    3. Carrier Services
    4. Network Selection, turn off the “Automatic” selection, your phone will be searching for Network
    5. Select Maxis network
  • Here are the simple steps to set up your phone for Maxis Mobile Service:

    For Android Devices:

    1. Go to Settings
    2. Select More
    3. Select Carrier
    4. At Network Selection, turn off the “Automatic” selection, your phone will be searching for Network
    5. Select Maxis network


    For Apple Devices:

    1. Go to Settings
    2. Select Cellular
    3. Carrier Services
    4. Network Selection, turn off the “Automatic” selection, your phone will be searching for Network
    5. Select Maxis network
  • It is very easy!

    Firstly, please activate International Roaming. If you are unsure, just check by doing the following:

    1. Dial *100#
    2. Select Intl Roaming;
    3. Select any Country;
    4. Select Activate Intl Roaming;
    5. Select ON; if your roaming is activated, you will be informed that your roaming is activated otherwise, it will activate international roaming for you.


    Lastly, be sure that you are connected to our roaming partner while roaming to enjoy the best rates for calls and data from us. Check our roaming rates here.

  • It is very simple. Upon your arrival at your destination, you will receive an Welcome SMS from us indicating our preferred roaming. Just go to the network setting of your phone and select the operator indicated in the Welcome SMS and start using.

    Checking network setting:

    For Android Devices:

    1. Go to Settings
    2. Select More
    3. Select Carrier
    4. At Network Selection, turn off the “Automatic” selection, your phone will be searching for Network
    5. Select (the operator) indicated in the Welcome SMS.


    For Apple Devices:

    1. Go to Settings
    2. Select Cellular
    3. Carrier Services
    4. Network Selection, turn off the “Automatic” selection, your phone will be searching for Network
    5. Select (the operator) indicated in the Welcome SMS.
  • You can manage your data roaming usage by switching on or off "Data Roaming" on your phone.
    You can do it on your phone, just go Settings, Cellular or Mobile Data to switch on or off your data roaming.

    Note: you do not need to have data roaming to use WiFi when you are roaming.

  • The regulator may request us to restrict certain websites such as pornography and online child abuse, phishing sites that may cause public from financial loss and etc. As such you will not be able to visit such website. If the websites is not categorised as prohibited, and you were able to access it recently, please call us for assistance.

  • You just need to re-register your mobile number at your bank's ATM and you should be able to receive TAC from your bank as normal.

  • Here is how to activate call forwarding:

    1. Call us to activate the call forwarding service
    2. Set up to divert your call to a local mobile or fixed number


    Once all of the above is done, make a test call to your own number.

  • To manage and buy caller ringone, you may login to www.musicunlimited.com.my or dial *131# from your phone.

  • With VoLTE, you will enjoy superior call quality and shorter call set-up time. On top of that, you will be able to use mobile data at 4G speed when you’re making a call.

    1. Your mobile device support VoLTE and you have enabled it;
    2. You are within 4G coverage.
  • VoLTE is available for Hotlink Postpaid and Maxis Postpaid customers on Consumer & Business plans who are using VOLTE enabled phone and operating system.

    Maxis Postpaid customers with Share N Surf a.k.a MISM (MultiSIM One Number) and Hotlink prepaid customers will be enabled in later phases.

  • It is an enhancement to the voice service which you are enjoying. You do not need to subscribe for a new service change rate plan.

  • You don’t have to change your SIM card to be on VoLTE.

  • We are enabling VoLTE service to our postpaid consumer customers in batches and it is expected to complete by 3 November 2020. All eligible customers will be able to use VoLTE from 4 November 2020. Please ensure you upgrade to the latest device firmware to use VoLTE.

  • It is an enhancement to the voice service which you are enjoying, there is no additional charge for VoLTE.

  • Currently, VoLTE is not available when you are roaming overseas and International Direct Dial (IDD) calls.

  • iPhone 7 and above running on iOS 13.1 and above and selected Android mobile phones are enabled to use VoLTE.
    Please refer here for devices available for VoLTE.

  • No, Apple Watch is not supported for now.

  • Here are the steps from your phone :
    Setting  >  Mobile Network >  Mobile Data > Enable Volte

    Steps may differ for different device, please speak to your device provider for more information on how to activate VoLTE for your phone.

  • VoLTE is both device and network dependent. You will have VoLTE if your next smartphone supports it.

  • Only Maxis certified VoLTE device can support Maxis VoLTE. Please refer here for the available devices for VoLTE and make sure you have upgraded to the latest firmware version to enjoy VoLTE.

    Visit Maxis VoLTE page for more info.

  • For iPhone user, when you are making/receiving phone calls, the icon on the top left of the phone will remain as 4G. Android phone users will see an VoLTE icon.

  • If the indicator is showing 3G, means you are not on a VoLTE call.

  • If your phone is Maxis VoLTE supported, you will be able to enjoy VoLTE calls when you are in 4G coverage regardless your caller or recipient is on VoLTE or not.

  • 3G sunsetting is the gradual retirement of all the 3G networks in Malaysia. It is an initiative that is part of JENDELA, the national digital infrastructure plan with a shared aspiration for nationwide coverage and consistent quality of experience for everyone.

    JENDELA will firstly prioritise strengthening the nation’s existing fixed and mobile networks and building a strong foundation for the eventual adoption of 5G. In Phase 1, Maxis together with the Industry will work towards providing wider 4G coverage and enhanced quality of experience by upgrading and building new 4G sites, and fiberising more premises. This will involve the retirement of 3G networks nationwide by all telcos at the end of 2021.

  • The retirement of 3G networks will be undertaken by all telecommunication service providers as an initiative under JENDELA, as announced by MCMC. The industry-wide target is by the end of 2021. Maxis will provide notification to its customers prior to network the upgrades. Maxis will also continue to progressively upgrade/deploy 4G sites to enhance/expand 4G coverage nationwide.

  • The retirement of 3G networks will be done nationwide and in phases. Impacted customers will be notified prior to the implementation.

  • There are no plans to shut down Maxis’ 2G network as it will still be required to support all subscribers especially for voice services.

  • You may check your supported network or search your device specifications in your device settings.

  • We encourage customers to change their devices to 4G as early as possible to ensure they get the best network coverage and improved data speeds during and after the transition of 3G sunsetting. Do visit our website regularly for more information and updates on our affordable 4G device offers.

  • We will provide updates on our Maxis website and notify all impacted customers via SMS. Customers can also find out more information on the JENDELA website.

  • Customers who are connected to Maxis’ 4G LTE network will not be impacted. However, those still on non-4G devices might face network congestion as they will be connected to a non-4G network. This will also be dependent on the total users as well as current network capacity.

  • There will be no impact to your bill charges.

  • The retirement of 3G networks is a nationwide initiative by all telecommunication providers and part of the national JENDELA plan to ensure wider 4G coverage and better quality of experience for all. As such, you will not be able to use the 3G network once it is fully retired by the end of 2021. Nonetheless, we will be offering attractive offers on 4G devices to ensure that you have a better 4G network experience.

  • The 3G network retirement exercise will be done in phases and we will ensure that our 4G network is stabilized at all locations prior to the 3G network retirement. For areas with low or no 4G coverage, 4G network upgrade will be done prior to 3G retirement exercise. You will be able to use 2G in the event 4G coverage is not available on the basis your handset is 2G compatible.

  • Customers who are still on non-4G devices might face network congestion as they will be connected to non-4G network. This will also be dependent on the total users as well as current network capacity.

  • Maxis 4G coverage is available nationwide. With the retirement of 3G, we will increase our 4G network capacity by further improving both nationwide coverage and quality of experience for broadband and digital services for all subscribers.

  • We have attractive device offers available where customers can purchase new 4G and even 5G devices at affordable prices. Do visit our website regularly for updates on the best device offers.

  • We apologise for the inconvenience, however we will not be able to waive any charges. We will be giving early notice to our customers, so they have enough time to prepare before we shut down 3G network.

  • You are required to change your rate plan to our Maxis Postpaid plans to sign up for a 4G device contract.

  • You may check your supported network or search your device specifications in your device settings or get in touch with our customer service.

  • Customers who are connected to Maxis’ 4G LTE network will not be impacted. However, those still on non-4G devices might face network congestion as they will be connected to non-4G network. This will also be dependent on the total users as well as current network capacity.

  • Maxis will guide you during this time to ensure the transition is as seamless as possible. You can reach out to our Maxis representatives on how best we can assist you. You can also check out our latest offerings on our website.

  • 3G-only devices will not work on a 4G network. Reach out to us so that we can address any concerns that you may have about changing devices to get you ready for the best 4G experience. You can also check out our latest offerings on our website.

  • You do not need a new plan when you change to a 4G device, unless you want to sign up for a device contract with Maxis that requires a plan upgrade. Once you change devices, you can continue using our services from your current plan. (Subject to the terms of your existing plan).

  • Please check if your mobile device is 3G only or 2G and 3G. You can switch to 2G to enable calls to be received. You may need to check if your company has received notification regarding 3G network retirement or visit your nearest Maxis store to find out more.

  • Maxis is committed to providing clear, advance notice and communications about our 3G network retirement, and to working closely with our customers to manage the transition. Maxis will also be supporting the coverage check on customers’ devices, as well as SIM replacement requests to assist a smooth migration of customer devices as well as other advisory services on a case-by-case basis.

  • Maxis offers advisory services such as access to our Lab for service validation, device certification, managed service on device migration subject to mutually agreed commercial arrangement and other offerings that we deem fit to help you with the transition.

  • Customers are responsible for planning hardware upgrades in a reasonable timeframe prior to the planned 3G network retirement, but Maxis will support customers throughout the process in the areas detailed above.

  • Whilst the 3G network remains in operation until the official sunset period, deployment of legacy technologies such as 2G & 3G devices shall be at the customers’ own risk. Maxis will not qualify or test 3G-only devices and highly recommend the use of 4G technology.

  • IoT services that are running on 3G-only devices will be impacted upon sunset. Customers who have compatible 4G device and connected to 4G LTE network will not be impacted but customers who are on non-4G network might face network congestion as it will be dependent on the total users as well as current network capacity.

  • No, SIM replacement is not required. All of our IoT or M2M SIM cards supports 4G/3G/2G network technology.

  • No, Maxis 2G and 4G networks in combination will continue to provide sufficient coverage for all customers.

  • Yes, customers must upgrade their devices within a reasonable timeframe prior to the planned 3G network sunset. Here are some guidelines to consider

    Customer device / SIM capability What you’ll need to do next
    I have a Maxis SIM on 3G-only device Your device will be impacted upon sunset, please upgrade to 4G compatible device.
    I have a Maxis SIM on 2G-only device Maxis recommends that you upgrade to a 4G compatible device for improved data speed. However, 2G network is still available at this moment.
    I have a Maxis SIM on 4G-only device Your device should continue to work.
    I have a Maxis SIM on 3G/2G device Maxis recommends that you upgrade to a 4G compatible device. However, 2G network is still available at this moment. You need to validate service quality on 2G network in the area you plan to use your device.
    I have a Maxis SIM on 4G/3G/2G device Your device should continue to work.
    I have a Maxis SIM on 4G/3G device Your device should continue to work.
    I have a 3G-only SIM from other telcos Please contact Maxis Account Manager for assistance in migration prior to sunset.

Looking for the right Postpaid Plan?

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