Merging Mobile and Home Fibre Accounts

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• Why are you offering to merge my mobile and Home Fibre accounts?

  We are moving your Home Fibre account into your mobile account to simplify your experience.

  Benefits:

  • One consolidated monthly bill
  • Easier account management and faster support
  • Your mobile line will be moved to an equivalent Maxis Postpaid plan with Unlimited Data at no additional cost. There is no change to your monthly commitment or core plan benefits.

  What to expect:

  • Your mobile and Home Fibre services will remain the same. Only your Home Fibre account will be moved under your mobile account.
  • We will notify you by SMS with the migration details including the new merged account number.

• Will my Home Fibre service or mobile number change?

  No. Your Home Fibre service, mobile number, monthly commitment and existing services will remain the same. Only the account used to manage your Home Fibre service will change, as it will be moved under your mobile account.

• Will merging my accounts change my billing immediately?

  There may be changes during the billing cycle. We will apply prorated billing so you only pay for the exact service days on both the original and the merged account.

  You may see a final charge on your old account and a prorated first bill on the new merged account.

• What happens to my current payment arrangements (e.g. Direct Debit)?

  When your Home Fibre account is moved into your mobile account, payment arrangements such as Direct Debit (DD) will not transfer automatically. If you have DD set up on both accounts, no action is required.

  However, if DD is set up on only one account, you can easily set up Direct Debit again in the Maxis app for your merged account.

• What about different billing cycles?

  If your mobile and Home Fibre accounts have different billing cycles, the merged account will follow the billing cycle of your mobile account. This may result in a prorated bill to align the billing cycles.

  You can check your merged account's billing cycle anytime in the Maxis app after the merge.

• Will my credit limit change?

  Moving your Home Fibre account into your mobile account could result in an adjusted credit limit.

  You will receive an SMS informing you of your new credit limit after the merge.

• I keep my mobile and Home Fibre accounts separate for insurance, corporate claims or other purposes. What should I be aware of?

  Your eligible mobile and Home Fibre services will be merged as part of this account consolidation exercise. If you choose to separate your accounts after the merge, you will no longer be eligible for the Unlimited Data benefit.

• What happens to my bill format (paper bill vs eBill)?

  The merged account will use one bill option.

  If you haven't signed up for eBill yet, we recommend that you subscribe to eBill.

  Learn more about the benefits of eBill on the Maxis website.

• How do I know if both my mobile and Home Fibre services will be merged?

  We will notify eligible customers by SMS with details of the planned merge and the effective date. If any action is required, we will let you know in the SMS.

• Do I need to do anything before the merge takes place?

  No. This is a system account consolidation exercise for eligible customers. We will complete the merge automatically on the scheduled date.

• What if I change my mind after the accounts have already been merged?

  If the merge has already been completed and you wish to separate your accounts, please contact us for assistance. Please note that separating your accounts will remove your eligibility for the Unlimited Data benefit.

• Will any of my promotional benefits or device offers be affected?

  Your promotional benefits and device offers will not be affected by the account merge. All existing rebate offers and device contracts will continue as usual without interruption.

• Why has my mobile plan name changed?

  To enable your Unlimited Data benefit, your mobile line has been moved to an equivalent Maxis Postpaid plan with Unlimited Data. There is no change to your monthly commitment or core plan benefits.