Termination

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• How do I terminate my Maxis Home Fibre service?

  We're sorry to see you go. To initiate termination, please submit your request via Maxis Chat, our hotline (123), or at any Maxis Centre. Our specialised team will then contact you within the next 2 working days from 03-5123XXXX to complete the process. Important: Your service remains fully active until we finalise termination, so you can continue using it normally during this period.

• Is there any charge for termination?

  Termination is free if your service is outside the contract period. If still under contract:

  • Early termination fee = Monthly fee × Remaining contract months
  • Plus RM200 device non-return fee if equipment isn't returned
  • Plus any outstanding device instalment balances

   

• What equipment must I return for termination?

  You must return this complete set in good condition:

  • 1 Router
  • 1 BTU modem
  • 2 Power adapters

  Return them to any Maxis Centre within 14 days of termination to avoid the RM200 non-return fee. Incomplete returns will also incur this charge.

• Can I return devices later than my termination date?

  Yes, but billing depends on when you return the equipment relative to your billing cycle:

  If returned within the same billing period as termination:

  • The RM200 non-return fee won't appear on your bill at all.
  • You'll see only standard charges in your final statement.

  If returned in a later billing period (but within 14 days):

  • The RM200 fee will temporarily appear on your final bill.
  • We'll apply a full waiver in your next billing statement after receiving devices.

  Example: Terminate on 15th May (bill cycle: 1st-31st), return on 10th June → Fee appears on May bill, waiver on June statement.

  Important:
  ✓ Always return within 14 days of termination to qualify for waiver
  ✓ Keep your return receipt for reference
  ✓ Incomplete sets will incur full RM200 fee

   

• Can I suspend service while arranging device return?

  Fibre services don't support temporary suspension. We recommend:

  • Submit termination request
  • Continue using service until we contact you
  • Return equipment within 14 days of final confirmation

  This avoids service disruption while ensuring smooth termination.

• What if I've lost the equipment?

  You can still terminate, but the RM200 non-return fee will apply. If you find equipment later, return it within 14 days for a fee waiver (applied to next bill).

• What if there's no Maxis Centre near me?

  We'll still process your termination request remotely after contacting you. However, to avoid the RM200 fee:

  • Use our Store Locator to find the nearest Maxis Centre
  • Return equipment within 14 days
    Courier returns aren't accepted for security reasons.

• How is contract penalty calculated?

  If terminated during contract period:

  {Early Termination Fee} = {Monthly Plan Fee} \times \{Remaining Contract Months} Example: RM139/month plan with 5 months left = RM695 fee.

• Why am I billed after termination confirmation?

  Your final bill includes:

  • Prorated charges from last bill date to termination date
  • Any outstanding fees
  • Equipment charges (if applicable)

  Credit balances >RM30 can be refunded via our Online Refund Portal.

• Why am I still billed after requesting termination?

  Initial Contact, Within 2 working days of your request, we'll:

  • Send an SMS confirmation
  • Attempt our first call from 03-5123XXXX

  Follow-Up Attempts, if we can't reach you:

  • We'll send a reminder SMS and try again the next working day
  • Make a final call attempt the following working day after that

  Important Notice, if all call attempts are unsuccessful:

  • Your service remains active
  • Regular billing continues
  • You'll receive an SMS notification about the status
  • To successfully complete termination:
    ✓ Answer calls from 03-5123XXXX when we contact you
    ✓ If you missed all attempts, submit a new request