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Frequently Asked Questions


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

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

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

  • 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 contact you an hour before the installation.

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

  • 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.

  • 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.

  • 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). Charges will apply if the cable length required at your house exceeds 100 metres at RM35 per 5m.

    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.

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


    • Hidden cabling or behind the wall
    • External cabling from pole to ground surface
  • We are unable to give the installers' details; the installer assigned will call you 1 hour prior to your installation.

  • 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.  

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

  • 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.
  • 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.

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

    • Modem (same modem will be used for existing customers' upgrades)
    • Router; and
    • Cordless DECT phone (if applicable).
    • WiFi Mesh (if applicable)
  • The scope of work of Maxis installer includes standard cabling/wiring and configuration of the modem and router provided by Maxis only.

  • 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 or additional cable length) if required.

  • 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.

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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.

Need to get in touch with us?

Contact Maxis Customer Service