Frequently Asked Questions

General

  • We are making 5G available for our customers from 15 August 2023.

  • 5G offers increased speeds and lower latency connections to the internet. You may refer https://www.maxis.com.my/en/about-maxis/5g-network/ for more details 5G usage.

  • When you are in a 5G coverage area, you will be able to connect to 5G if you have the following:

    1. You mobile service is on the all-new Maxis Postpaid or Hotlink Postpaid plan or you have the 5G Access Pass if on your existing 4G rateplan; You may change your current rateplan to the all-new Maxis Postpaid plans with 5G at Maxis app or Maxis Online Store. To add on 5G Access pass on Maxis app, click https://maxis.page.link/enjoy5g or Hotlink app https://hotlink.page.link/Home ;
    2. You are using 5G eligible devices;
    3. 4G LTE SIM. To check, just dial *100*8*5# from your phone;
    4. Have 5G settings enabled on your device.

Coverage

  • To check 5G availability, click HERE

  • To check 5G availability, click HERE

  • Like all networks, the 5G network will continue to grow and expand to more areas. For most updated 5G coverage, check HERE

  • Indoor coverage is more complex as there are thick walls and obscure structures on the external and internal of the building which may block the signals.

    This will improve with continuous fine-tuning, as 5G network mature and coverage footprint expands through the addition of new sites and optimizations, the overall network coverage, performance and quality will improve accordingly. At Maxis, we are committed to optimize 5G experience for our customers.​"

  • Yes, you will be able to enjoy 5G while roaming on our preferred partners network in countries which 5G is available, if you have the following:

    1. On the all-new Maxis Postpaid or Hotlink Postpaid rateplans, or opt-in for 5G Access Pass;
    2. Purchased a data roaming pass in a 5G enabled roaming country, check HERE for Maxis and HERE for Hotlink;
    3. 5G eligible devices;
    4. 4G LTE SIM. To check, just dial *100*8*5# from your phone and;
    5. Have 5G settings enabled on your device.
  • Please ensure that you have:

    1. On the all-new Maxis Postpaid or Hotlink Postpaid rateplans, or opt-in for 5G Access Pass;
    2. Purchased a data roaming pass in a 5G enabled roaming country, check HERE for Maxis and HERE for Hotlink;
    3. 5G eligible devices;
    4. 4G LTE SIM. To check, just dial *100*8*5# from your phone and
    5. Have 5G settings enabled on your device.

Supporting Devices and Plans

  • Once you have:

    1. The all-new Maxis Postpaid or Hotlink Postpaid rateplans;
    2. 5G eligible devices;
    3. 4G LTE SIM. To check, just dial *100*8*5# from your phone. 
    4. Have 5G settings enabled on your device


    For iOS: under Setting > Cellular > Cellular Data Options > Under Voice & Data > Select 5G if you would like to turn on 5G. To turn off 5G, select 4G.

    For Android: under Setting > Connections > Mobile Network > Network Mode > Select 5G/4G/3G/2G to turn on 5G. To turn off 5G, select 4G/3G/2G.

  • Yes, just make sure that you have iOS 16.4 or later to be able to enjoy 5G network.

  • Rest assured as you can stay connected to our award-winning 4G network.

SIM

  • No. You can connect to 5G network if you are using 4G LTE SIM. 

  • To check, just dial *100*8*5# from your phone. 

  • You may request for a new SIM card at your nearest Maxis store. Prevailing charges for SIM card replacement may apply.

  • Yes, you may switch on 5G on your eSIM and enjoy 5G connectivity.

  • No, MISMs are not supported on 5G

Maxis 5G Network Related Enquries

  • No, you don’t need to restart your phone as the 5G will be auto-activated . However, certain phone models may experience "network/signal loss" right after 5G plan activation. If you have such experience, please kindly restart your phone.

  • No, 5G does not cause any incremental data usage, however you will be able to download and upload at faster speeds

  • When you are in a 5G coverage area, you will be able to connect to 5G, please ensure that you have:

    1. The all-new Maxis Postpaid or Hotlink Postpaid rateplans, or opt-in for 5G Access Pass;
    2. 5G eligible devices;
    3. 4G LTE SIM. To check, just dial *100*8*5# from your phone;
    4. Have 5G settings enabled on your device;
    5. Battery is NOT on power saving mode or battery charge is low. Some phone model may turn off 5G network mode automatically to conserve battery.
  • When you are in a 5G coverage area, you will be able to connect to 5G, please ensure that you have:

    1. Signed up for our 5G pass on any of our eligible rateplans;
    2. 5G eligible devices;
    3. 4G LTE SIM. To check, just dial *100*8*5# from your phone.
    4. Have 5G settings enabled on your device;
    5. Battery is NOT on power saving mode or battery charge is low. Some phone model may turn off 5G network mode automatically to conserve battery.
  • There is no speed cap, 5G is expected to be much faster than 4G while offering lower latency and better bandwidth. Data limit is as per the data allocation according to your rateplan.

  • When you are making or receiving call at 5G coverage area, your call will be connected to 4G LTE network. Once the call is ended, your phone automatically returns to 5G network (as long as you are within 5G coverage area).

  • Generally, the transition between 5G and 4G networks should be seamless with minimal issues. As 5G networks mature and coverage expands through the addition of new sites and optimizations, overall network performance and quality will improve accordingly.

    At Maxis, we are committed to collaborating with our vendors and device manufacturers to optimize handover procedures and minimize interruptions during network transition between 4G and 5G.

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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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