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Frequently Asked Questions

What are the speeds available for the new MaxisONE Home Fibre plans?

Broadband access with download speeds of 30Mbps and 100Mbps will be available.

Who is eligible to sign up for the new MaxisONE Home Fibre plans?

The new MaxisONE Home Fibre plans are available to anyone from all income groups whose homes are located within our coverage.

These plans are also available for existing customers when they fill in their details on the form above.

What comes with the MaxisONE Home Fibre plans?

The new plans for MaxisONE Home Fibre comes with unlimited Internet and a FREE router worth RM376.

Unlimited calls will be available for 100Mbps rate plan, and optional add on at only +RM10/mth for 30Mbps rate plan.

When can I sign up for the new MaxisONE Home Fibre plans?

If you are interested, pre-registration for the new package plans will begin from 20 Aug 2018 atwww.maxis-online.my/home-fibre-internet and you will be contacted by Maxis. Alternatively, you may sign up for the new MaxisONE Home Fibre plans from 13 Sept 2018 onwards.

Where can I sign up for the new MaxisONE Home Fibre plans?

From 13 Sept 2018, you may sign up for the new MaxisONE Home Fibre plans at all Maxis sales channels including Maxis Centres, Maxis Exclusive Partners and authorized resellers, on the Maxis official website (www.maxis-online.my), and you can also call Maxis at 010-2555 752 from any Maxis mobile line.

Do the new MaxisONE Home Fibre plans come with a fixed line?

The the new 100Mbps plan comes with Unlimited Voice and a FREE home phone.

For the new 30Mbps plan, you have an option to add Unlimited Voice at RM10 per month, which also comes with a FREE home phone. Or you may plug in your own telephone and make calls at standard rates of RM0.09/minute for calls to local mobile and fixed line numbers.

Standard rates for international and special numbers will apply.

What should I expect to see in my bill if I change my current plan to a new plan ?

The subscription fees for both your current and upgraded plans will be prorated. Your bill will also include other applicable charges, such as for calls (if any).

I live in a high-rise building. Can I subscribe to the new plans as well?

Yes, you can subscribe to the new plans, but the broadband speeds available will depend on the building’s infrastructure.

Will there be any contract tied to the new plans? If yes, will a penalty fee be imposed if I decide to terminate my subscription within the contract period?

Yes, anyone who subscribes to the new plans will be contracted for 24 months. If the customer decides to terminate this subscription before the end of the contract period, a penalty fee of RM500 will be imposed.

Would Maxis eventually be offering higher download speeds of 300Mbps/500Mbps/800Mbps?

Yes, Maxis will offer higher speeds when the infrastructure is ready, and these will be made available to all customers (both in and out of contract). Please stay tuned for the latest updates.

What are the speeds available for the new MaxisONE Home Fibre plans?

Broadband access with download speeds of 30Mbps and 100Mbps will be available.

I am an existing MaxisONE Home Fibre customer and within contract, am I eligible to sign up the new plans?

All existing Home Fibre customers within contract or out of contract are eligible to change to their choice of new plan without penalty.

Will I be recontracted on the new Fibrenation plans?

All customers who are given any new devices to support the subscribed plan will be recontracted for 24 months. In the event no new devices given to customers, no new contract will be imposed upon customers.

As an existing customer, how do I enjoy the new MaxisONE Home Fibre plans?

All existing subscribers who are interested in changing their plans can opt in by filling up their details in the form at www.maxis.com.my/fibrenation. You will be contacted by Maxis from 13 Sept 2018 onwards.

When will I be able to enjoy the new plan?

Once you have pre-registered via our web form, we will contact you to schedule an appointment to upgrade your router from 13 Sept 2018 onwards.

Will I be eligible for a new router?

For customers who opt in to the new plans and are currently not using the latest router, we will contact you to fix an appointment to upgrade your router during your plan upgrade.

I have member-get-member rebates on my Fibre subscription. Can I still enjoy this after my upgrade?

Yes, your member-get member rebates will continue for their remaining period.

I am an existing subscriber of MaxisONE Home Fibre which comes with iFlix, Unlimited Voice and RM40 monthly discount on Year End Sales promo. Will I still have this service/promo discount when I change to the new plan?

The new plans will not come with any earlier package promo discounts and services. You will not enjoy the complimentary iFlix VIP Access and Unlimited Voice will be charged as an add-on at RM10 per month.

I’m entitled for complimentary iflix in my existing MaxisONE Home Fibre account. Will my iflix remain active when I change to the new plans?

The complimentary iflix VIP Access is not included in the new plan, so you will not enjoy complimentary iflix after changing to the new plan, an RM10 monthly subscription of iflix VIP Access will be reflected in your bill.

How do I stop the iflix subscription and avoid being charged upon upgrading to the new plans?

The easy way to manage your iflix subscription is via the iflix app. Just go to Menu, select Account, then select My Plan and then select Cancel Recurring. Alternatively, you can call us for assistance.

If there’s a problem with my iFlix, how do I resolve it?

For iflix account queries and related issues, just to go to https://piay.iflix.com/contact and lodge a support request. If your iflix subscription is charged to your Maxis bill, for any billing related enquiry, please give us a call.

Can I continue to use the Voice service if I do not subscribe to the Unlimited Voice service?

Yes, you can and you will be charged on a pay-as-you-use basis at standard rates of RM0.09/minute for calls to local mobile and fixed line numbers. Standard rates international and special numbers will apply.

Can I maintain the same VOIP number when I upgrade to the new plan?

Yes, your current VOIP number will be maintained.

What are the rates for fixed line calls on the new MaxisONE Home Fibre plans? Do the plans come with a free phone?

The new 100Mbps plan comes with Unlimited Voice.
Under the new 30Mbps plan, customers may opt to either pay per use or add on Unlimited Voice at RM10 per month. For 30Mbps plan subscribers who prefer to pay per use, calls to local mobile and fixed line numbers will be charged at RM0.09/minute.
For both 30Mbps and 100Mbps plans, standard rates apply for all calls to international and special numbers.
To use their fixed voice line on the new plans, existing customers may use the home phone that was provided with their current MaxisONE Home Fibre plan, or plug in their own telephone of choice.

I’m an existing fibre customer with another fibre broadband provider. How do I sign up for MaxisONE Home Fibre plans?

Kindly contact our customer service hotline, and we will be happy to assist you on this.

I live in a high-rise building. Can I subscribe to the new plans as well?

Yes, you can subscribe to the new plans, but the broadband speeds available will depend on the building’s infrastructure.

Will there be any contract tied to these plans? If yes, will there be any penalty fee imposed if I decide to terminate within the contract period?

Yes, anyone who subscribes to the new plans will be contracted for 24 months. If the customer decides to terminate the subscription before the end of the contract period, a penalty fee of RM500 will be imposed.

Would Maxis eventually be offering higher download speeds of 300Mbps/500Mbps/800Mbps?

Yes, Maxis will offer higher speeds when the infrastructure is ready, and these will be made available to all customers (both in and out of contract). Please stay tuned for the latest updates.

I have submitted my upgrade request (after 20 August), what’s next?

You will receive a call from the Maxis team from 4 September 2018 onwards to confirm your new home fibre plan and to make an appointment to upgrade your router, if required.
If your router requires an upgrade, you will receive an SMS with appointment details on the same day we contact you.

We will change your subscribed plan to your selected new home fibre plan from 13 September 2018 onwards. You will receive email and SMS notifications upon your plan change.

Before installation – Appointment and Preparation
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 chose my own installation date?

Our team will call within 48 hours of your registration and you may choose your preferred date and time base on our available slots.

What do I need to prepare prior installation?

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

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

To reschedule, email us at maxisfibre@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.

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.

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:
I. hidden cabling or behind the wall
ii. External cabling from pole to ground surface

How soon will my MaxisONE Home Fibre been installed?

Our team will call you within 48 hours of your registration to set the date for installation; and your installation should be done within 14 working days from your registration date.

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.

Will there be 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.

Whom should I refer to if the installation did not happen as scheduled?

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

During Installation
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 sticker will be given to you stuck on your router.
How many pieces of equipment will I be given in the installation?

There will be up to three (3) pieces of equipment:-
1) Modem (same modem will be used for existing customers’ upgrades)
2) Router; and
3) Cordless DECT phone (if applicable).
The warranty periods are: life-long warranty for modem and 1-year warranty for router and cordless DECT phone.

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.

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.

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.

After installation – Completion of Installation
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.

For more enquiries, kindly refer to our support page

How do I sign up for the new plans?

You can pre-register for the new business fibre plans now and we will contact you from 13th Sept onwards to schedule the installation.

What if I need to install the fibre for my business earlier?

You can sign up today for 32Mbps @ RM258 or 100Mbps @ RM398. We will pro-rate the first month charges from today up to 13th Sept 2018. The installation will be scheduled after we complete your registration. Then we will switch you to either 30Mbps @ RM99 or 100Mbps @ RM129 on 13th September onwards.

I am an existing customer on Maxis Business Fibre. Are you going to change or upgrade my plans?

If you want to change to either the new 30Mbps plan @RM99 or 100Mbps @ RM139, please call us to find out more.

When will I be able to get the new MaxisONE Business Fibre installed?

A customer service representative will contact you from 13th Sept 2018 onwards to schedule an installation date.

What would be included in ‘Unlimited Domestic Voice Calls’?

Unlimited domestic voice calls includes calls to mobile lines (all operators) and fixed lines (all operators). Calls to 1700 and 1300 numbers are not included.

How do I know if my building is eligible for 100Mbps?

We will have to check this for you. (Check on TM portal)

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