Frequently Asked Questions (FAQ) About Maxis Fibre Internet Plan

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I am interested in the Maxis Fibre Internet Plan, where and how can I sign up?

You can subscribe to any of the package offered by completing and submitting the online form here.

How can I know if my area is covered by the Maxis Fibre Internet service?

We will be able to help you check the service availability. You may make your enquiry here.

What are the equipment and services do I get for Signing up to the Maxis Fibre Internet Plan?

You will receive the following Upon the installation of the Home Fibre Internet package:

  • Residential Wi-Fi modem (1 unit)
  • Welcome kit
  • Free RM30 call credit to any local fixed and mobile numbers or international numbers
  • Unlimited free calls to Maxis Fixed lines

Do I have to pay any deposit for the Maxis Fibre Internet service?

The deposit of RM75 for Malaysians citizen is now waived. International residents are required to pay a deposit of RM500.

How do I know if my application is successful?

Maxis will give you a call within 7 days of registration to confirm if your application is successful or otherwise.

What is the minimum subscription period?

Every new subscription come with a contract of 24 months.

How many different bills will I received?

For the time being, you will receive up to 2 separate bills for Maxis Fibre Internet and Home Voice calls. Additional bills will be issued if you subscribe to other Maxis services.

What are the items to be included in my first bill?

You will see a statement indicating your usages from the activation date to the billing with pro-rated access fee.

Can I check my bills online?

You access your bills online by signing up for
MyAccount Portal.

Any upfront payment for the subscription of the Maxis Fibre Internet Plan?

No upfront payment is required. The installation (standard) fee of RM200 will be charged to your 1st bill. Anyhow, the RM200 fee is now waived until further announcement in the future.

What if I have an outstanding amount in my Wireless Internet and Home Calls bills?

Since Wireless Internet and Home Calls are part of the subscribed package, any outstanding amount for any of the Maxis services will caused all of your services to be suspended pending settlement of the said amount. A RM10 fee will be imposed for each unsuspension/unbarring transaction.

What will happen if I have to switch from my existing Wired Internet (ADSL) service to the new Maxis Fibre Internet Plan while still within the contract period?

No penalty for the early termination of the existing service and you will enter into a new 24 months contract for the Maxis Fibre Internet service.

Can I migrate from my existing wired internet service to the new Maxis Fibre Internet Plan?

The Maxis Fibre Internet service and Wired Internet service are two mutually exclusive services and accounts. You will have to walk in to any Maxis outlet to terminate the existing service if you choose to do so.

Please note that if you terminate the Wired Internet service before you install the Maxis Fibre Internet service, you will experience a period of no internet service. Preferably to cancel Wired Internet (ADSL) service after the installation of Maxis Fibre Internet service.

Any special packages for OKU?

We regret to inform that Maxis do not offer any special discount to OKU at the moment.

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How much do I have to pay for the installation?

Installation fee of RM200 is chargeable (one time only), during the promotion period, the standard installation fee is now waived. For installation that is considered as non-standard the total cost will depends on the complexity of the installation. The non-standard installation charges is explained as per the graphic here.

Installation Charges
No. Items Description Distance Proposed
Pricing (RM)*
1 On pole to FTB 1st 30m
(pole to FTB)
450.00
Additional Meter
(per meter)
60.00
2 3M surface wiring 1st 10m
(FTB-BTU)
290.00
Additional Meter
(per meter)
20.00
3 Over the ceiling 1st 30m 170.00
Additional Meter
(per meter)
2.00

What is the scope of the standard installation?

The
standard installation fee of RM200 covers connection (outside) from the nearest Fibre Distribution Panel to the Termination Box and the connection (inside) and from the Termination Box to the Access Termination box.

The installation method provided is of standard specifications (exposed on the wall with clip or cable casing only), the cost of any
non-standard method of installations. For instance, concealed in the ceiling, underground ducts, concealed wiring and so on will be your responsibility.

You can find out more information about the non-standard installation fee
here.

Any drilling or hacking required during installation of the Maxis Fibre Internet service?

The drilling of any opening will depend on the structure of your premise. Potentially minimal drilling is required to connect the Maxis Fibre Internet service to your premise. The technical team will brief you if drilling is necessary. You would need to agree on the opening location and cost before work is commenced. Any agreed payment must be made to the installer at point of installation upon completion.

What if I have to reschedule my installation appointment, will there be any penalty imposed?

A penalty of RM200 is applicable if you give notice to reschedule the installation appointment less than 3 days from the confirmed installation date.

What is the time that I have to allocate for the installation process?

The installation process will be completed in approximately 6 – 7 hours. You will receive a call from Maxis within 7 days after registration to confirm the installation date and time.

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What is the warranty period for the Residential Wi-Fi Modem and DECT phone?

The warranty period is 12 months for both the Residential Wi-Fi modem.

What if the Fixed Modem (ONT) malfunction within the warranty period?

You may request for a replacement by calling Maxis hotline at 1 800 82 1123 and a replacement unit will be issued. The Fixed Modem (ONT) has a lifetime warranty for active subscribers only).

Incidental damage caused by customer is subject to a replacement charge of RM500.

What if my DECT phone or Residential Modem is faulty within the warranty period?

The Residential modem and DECT phone belongs to the customer and has a warranty of 12 months (warranty is only for manufacturing defects). Should there be any damage or loss of device, the customer may purchase another unit from Maxis. Please call 1800 82 1123 or 123 from your Maxis Mobile for assistance.

What if I lose my Residential Wi-Fi modem during warranty period?

You may call our hotline at 1 800 82 1123 for replacement. Replacement charges will be charged to your bills as follows :

  • Residential Modem (TG784n) – RM 250
  • Residential Modem (TH799) – RM 600

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What should I do if I wish to upgrade/downgrade my Fibre Internet package?

The account holder can upgrade/downgrade his/her Maxis Fibre Internet by walking in to any Maxis Centers.

Can I upgrade/downgrade from my existing Maxis Fibre Internet service (4Mbps/6Mbps/10Mbps/30Mbps)?

Yes, you can choose to migrate to the new Home Fibre Internet package. The contract will be refreshed and restart for another 24 months.

Can I upgrade/downgrade from the current Maxis Fibre Internet service (10Mbps/20Mbps/30Mbps)?

Yes, you can upgrade from a lower speed plan to higher speed plan without any additional charge. Alternatively, you can also downgrade from a higher speed package to a lower speed package with a charge of RM50. The terms of your contract will continue.

Any changes to the equipments if I upgrade/downgrade my service?

No new equipments will be issued.

If I already have a Wireless Internet MyAccount Portal, do I need to create another account for my Fibre Internet service?

At the time being, you will need to create a separate account for both your Wireless Internet and Fibre Internet service. We are working towards enhancing our services to allow you to view both your Wireless Internet and Fibre Internet service details under one account.

I am currently on the previous 6MB Fibre Internet package with the RM 40 Loyalty rebate (monthly fee amounting to RM 118). Can I upgrade/downgrade my existing package to any of the new Fibre Internet packages?

You may upgrade/downgrade your existing package to the new packages. However you will no longer enjoy the RM 40 loyalty rebate as it is only applicable for the Fibre Internet 6MB package. Your device will not be upgraded and all promotional items will follow the new package. However if you are currently in a package with a Wireless Internet add on, you will need to maintain the same Wireless Internet package as well. This is as the Wireless Internet also has a contract that follows your previous Fibre Internet contract. Once you upgrade/downgrade to the new package, you will not be able to enjoy the loyalty rebate anymore and your contract will re-start.

What is the Fair Usage Policy (FUP)?

Fair Usage Policy (FUP) is to ensure all customers can get good browsing experience and to prevent abusers from hogging the bandwidth, which can impact other user’s experience. For the 10Mbps, the 100GB quota applies. If you have breached your allocated quota, your internet speed will be managed to ensure other users are not impacted. Your FUP will follow your subscribed package accordingly. Currently we offer unlimited quota download until further notice.

Can I buy quota upgrade for my Fibre Internet service?

It is not necessary at this point as you can enjoy unlimited downloads.

Can I perform torrent/peer-to-peer downloads?

In order to create a good customer experience for all our customers, torrent and P2P downloads are not encourage. Fair Usage Policy (FUP) applies.

What is the WiFi coverage distance?

The coverage is theoretically within a 100m radius but will vary depending on your house structure and construction material. For instance, a thick wall may reduce the signal strength of your WiFi connection.

Does the weather have any influence over the FTTH transit signal?

The weather has no effect whatsoever on the signal strength.

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Is there a phone provided with the Home Voice service?

No phones are provided with this service. You may purchase your preferred phone or re-use any existing DECT phone that you may already have.

Is fax supported by this service?

Yes, you may plug your fax machine into your Residential Wi-Fi modem. The Residential Wi-Fi modem supports Class 1, 2 and 3 fax services.

Can Home Call number be changed?

Yes, but your preferred number must be in the allocated range of numbers approved by SKMM. You can make the request at Maxis centre and a fee of RM25 is chargeable.

Can I have an additional Home Call number from this package?

Currently, only one line is possible for each package.

I want to use my existing Maxis Fixed line number, is it possible?

No. Because it does not follow the regulated geographic coding.

Can the free minutes balance under Fibre Internet package subscribed be carried forward to the following month?

No. You will not be able to carry forward the free minutes.

If I subscribe to higher download speeds will my monthly call credit increase?

No, the RM30 monthly call credit is fixed regardless of the download speed subscribed to.

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What if I shifted to a new location during the contract period?

You will have to provide documented proof of your new house address (e.g. utility bill addressed to your new home). If the service is available at the new location (depending on whether your new location is within our coverage areas) we will re-locate the service for you with a fee of RM200.

Note that your contract will be restarted for another 24 months after the relocation.

In the case that the service is not available in your new area, the early termination penalty fees will be waived and if you are not able prove your new house address, you are still bound to the contract and you will incur a penalty fee for early termination in your final bill.

Where can I terminate the service?

You need to walk-in to any Maxis Centre. A penalty of RM500 is applicable should you terminate the service within the 24 months contract period.

If I terminate the service before the contract ends, do I need to return the devices?

We only require for you to return the Fixed Modem (ONT) to Maxis. Our installers will arrange to pick up the ONT from your home. Customers who fail to return the ONT will be charged RM500, in addition to the early termination penalty charges of RM500.

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