Installation

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• When and how will the installation date be set up?

  Our team will call you within 48 hours of your registration to set the date for installation. You can find out more information here.

• Can I choose my own installation date?

  You can choose your preferred date and time based on our available slots at the point of sign up.  

• How soon will my Maxis Home Fibre been installed?

  Your installation should be done within 14 working days from your registration date.

• Will be there any reminder prior to my installation?

  Yes, you will receive a call 4 days before the installation and a reminder via SMS 1 day prior to the installation. On the installation day, our installer will call contact you an hour before the installation.

• What do I need to prepare before installation?

  Please get ready three (3) power outlets and some cash as charges may apply for cabling depending on your requirement.

• Do I need to be present on the day of installation? Can I appoint someone else at home?

  Please be at home personally for any decision required for cabling, placement of equipment, payment for cabling (if any) and also to acknowledge the completion of installation.

• If I need to change and reschedule my installation, who should I call?

  To reschedule, email us at fos@maxis.com.my; do contact us four (4) days prior to your installation date to avoid any late cancellation or reschedule charges.

• Should I need to reschedule my installation appointment, will there be any penalty imposed?

  There will be a charge of RM 200.00 if you reschedule or cancel your appointment within 3 days of your previously set appointment.

• Is there any cost involved in the installation?

  Standard installation is free of charge; however, if you require non-standard installation such as hidden cabling, charges will apply. You will liaise directly with the contractor on your requirement and charges.

• What is standard installation?

  The standard installation covers the first 100 metres (outside your home) from the nearest Fibre Distribution Panel to the modem (inside your home). The installation provided is of standard specifications (over wall with clip)

  Cost for any non-standard type of installations, such as over the ceiling, underground ducts, concealed wiring, and so on if required will be borne by you.

• What is non-standard installation?

  If the installation varies from standard installation, and involve any of the following, it will be considered as non-standard installation

  Example:

  1. Hidden cabling or behind the wall
  2. External cabling from pole to ground surface

• Will you give me details of my installer?

  We are unable to give the installers' details; the installer assigned will call you 1 hour prior to your installation.

• Who will attend to my installation appointment?

  At least one Maxis installer will be involved. Depending on the infrastructure, in some areas two installers will be at your premise to complete the installation.  

• How can I get assistance for installation appointment related matters?

  You may email us at fos@maxis.com.my to check on your installation appointment and we will respond to your email within 24 working hours.

• Can I opt for on Sunday or rest day installation?

  Currently Sunday or rest day installation (worth RM150) are available as a value added service without additional charge for any new Maxis Home Fibre plan(s)

  Rest day based on states:

  • Terengganu, Kelantan & Kedah: Friday
  • Johor: Saturday
  • Other states: Sunday

• Can I opt for Next Day Installation?

  We offer FREE Next Day Installation worth of RM150 for any new Maxis Home Fibre plan(s) from 300Mbps and above plan. This offer is available on promotional basis from time to time, and subject to availability of slots.

• How long will the installation take?

  Standard installation will be completed within 4 hours. Sometimes it may take more time due to non-standard installation or other complications.

• What will happen during the installation?

  Maxis installer will be at your premise for approximately 3-4 hours and do the following:-

  • Advice you on the standard procedure of the installation.
    
  • Perform device setup and Wi-Fi optimization at your premise.
  • Get your consent if any additional cabling or non-standard installation is required.
  • A troubleshooting tip leaflet will be given to you stuck on your router.

• Will there be any drilling involved during the installation?

  Potentially, there may be drilling to connect the high speed Internet service to your house. Maxis installer will ask you for your consent for the connection design and drilling.

• How many pieces of equipment will I be given in the installation?

  There will be up to four (4) pieces of equipment:-

  1. Modem (same modem will be used for existing customers' upgrades)
  2. Router; and
  3. Cordless DECT phone (if applicable).
  4. WiFi Mesh (if applicable)

• If I want to set up my own network behind the Maxis router can Maxis installer help me with the configuration?

  The scope of work of Maxis installer includes standard cabling/wiring and configuration of the modem and router provided by Maxis only.

• My premise is a 3-storey house and I would like to install the service on the 3rd floor. Is it possible?

  The service can be installed wherever you prefer, just inform the installer of your desired location upon his arrival and he will provide you with a sketch design for your approval. He will also discuss with you on the charge for non-standard installation (such as hidden cabling) if required.

• What can I expect when the installation is completed?

  Once the installation is completed, you are required to sign the Work Completion Form. You are advised not to remove or relocate the modem after the setup as the Wi-Fi coverage is already optimized. After installation, you may receive a SMS survey on the recent installation done at your premise.