TIME Fibre Internet Basic

FREQUENTLY ASKED QUESTIONS

General

1. What is TIME Fibre Internet Basic?

TIME Fibre Internet Basic is a high speed Internet access service brought to you by
TIME dotCom Berhad (referred subsequently as “TIME”) specially designed for business
customers. This service offers a high-speed, reliable Internet connection utilising a
state- of-the-art fibre optic network. With the high-speed bandwidth, it is ideal for
supporting most business broadband applications such as sending data, emailing, web
surfing, video streaming and conferencing, e-commerce and other Internet based
applications.

2. What is unique about TIME Fibre Internet Basic as compared to other internet
providers?
TIME Fibre Internet Basic runs on a high-speed fibre-optic network which is also
capable of giving you access to the Internet at higher speeds of up to 50Mbps.

3. Do I need a phone line to get connected to TIME Fibre Internet Basic?

You do not need a phone line to be connected to the service. However, a fibre optic
connection into your home would be required for this service. TIME provides
complete installation services into your home for your convenience.

4. Is there a minimum contract period?

Yes. You will be bound to a 24-month contract period upon subscription unless
stated otherwise.

Packages

1. What are the prices and the features for TIME Fibre Internet Basic?
The packages are as follows:

TIME Fibre Internet

Package 2M 6M 12M 24M
Price RM148 RM218 RM518 RM818
Download / Upload 2Mbps 6Mbps 12Mbps 24Mbps
IP Address Dynamic Dynamic Dynamic Dynamic
1 Fixed IP @ 1 Fixed IP @ 1 Fixed IP @ 1 Fixed IP @
IP Address Upgrade
RM200/mth RM200/mth RM200/mth RM200/mth
10 Mbps @ 20 Mbps @ 30 Mbps @ 50 Mbps @
Free BOOST
15hrs/mth 15hrs/mth 15hrs/mth 15hrs/mth
 Basic Router Yes Yes Yes Yes

Email Address 1 x 1GB 1 x 1GB 1 x 1GB 1 x 1GB

Domain Name Yes Yes Yes Yes

WAIVED Voice Basic monthly rental (includes 2 lines)
Voice Calls
FLAT RATE 13sen/min to all mobile and fixed lines

2. Are there any additional service charges that will be incurred?

Yes, these are the service charges for TIME Fibre Internet Basic packages:

Service Charges for TIME Fibre Internet Basic

Package 2M 6M 12M 24M
Installation Fee RM249
Equipment Deposit RM300 + 1 Month Fee
Stamp Duty RM10
Default Bill Softcopy
Paper Bill (optional) RM5

During the promotional period or otherwise stated, we will waive the Installation Fee
and Equipment Deposit.

3. Can I purchase additional BOOST usage?

Yes, you can subscribe based on the charges below:

Additional 50Mbps RM10 / 2 hrs

BOOST (over monthly RM30 / 8 hrs
BOOST limit) RM50 / 20 hrs

4. Can I purchase additional hosting services?

Yes, you can subscribe based on the charges below:

99 Email Address
Domain Name
Total Size of 100GB at
RM80 mthly E- Storage
Web hosting
Web Builder

5. Where is TIME Fibre Internet Basic being offered currently?

Please check our website at www.time.com.my for service and coverage
availability.

Alternatively, please contact our 24-hour Customer Service Centre at 1800 18 1818
for further information.

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 6. Do you plan to expand the TIME Fibre Internet Basic service coverage to other
areas?
Yes, we are continuously expanding our coverage to new buildings/areas. Please
check our website at www.time.com.my for service availability, or contact our
Customer Service Centre for assistance.

7. What are the benefits of using this service?

(a) The service offers high-speed Internet access via symmetrical downloads and
uploads.
(b) A telephone line is not required to enjoy the service. However, fibre-optic connection
into your residential premise and an optical modem is required which will be provided by
TIME;
(c) Attractive packages at competitive rates.
(d) BOOST feature for additional speed, immediately;
(e) Bundled Voice Basic plan;
(f) Bundled Business Router;
(g) Email address with 1GB of storage space;
(h) No usage caps;
(i) Customized domain name.

Service Requirements

1. What do I require to enjoy this service?

To connect to the TIME Fibre Internet Basic service, TIME will provide you with the
necessary equipment such as an optical modem and necessary cables. Our
technician will perform the necessary cabling and installation of the equipment at
your home where necessary. You would need a PC/notebook with the minimum
requirements as stated below:
• Any Intel-, AMD-based CPU or equivalent
• Window XP, Mac OS X, Linux or better with PPPoE support
• 20MB free space
• 128MB or better
• At least 800 x 600 for Internet surfing
• 10/100/1000 BaseT Ethernet Port

2. Do I need to purchase any additional equipment?

No. There will not be a need to purchase additional equipment in order to get
connected to TIME Fibre Internet Basic. TIME will supply the necessary equipment.

3. What is the warranty for the customer premises equipment (CPE) provided by
TIME for this package?
You can find the warranty period for the customer premises equipment as below:

Equipments Warranty Period

Optical Network Unit (ONU) Lifetime warranty
Basic Router 1 year warranty/1 time replacement

*The warranty will void once the replacement is done. Once the warranty period has
expired, customer is responsible to replace or repair the faulty equipment at their own
cost.

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 4. If I request TIME to configure my own router during and after my contract
period, how much will I be charge?
You can find the charges as below:

Details Price(RM)
Ad-hoc configuration of customer’s equipment (routers, modems) RM100
On-site support and troubleshooting

5. Should the equipment become faulty, damaged or lost during my contract

period, will I be charged for it?
All TIME Fibre Internet Basic equipment provided by TIME will be covered by a
limited warranty by TIME throughout the duration of the contract period. However,
the loss of Equipment or damage due to the customer’s negligence or abuse will not
be covered. TIME will provide replacement equipment which will be charged to the
customer.

Please call our 24-hour Customer Service Centre at 1800 18 1818 for further
information.

6. Can I apply for an IP address upgrade?

Yes, IP address upgrade is chargeable as below: Upgrade to 1 Fixed IP for RM200 per
month.

7. Will there be any charges for additional cabling?

TIME shall provide basic cabling services and a wall-socket installation to one
location within the customer's premises that is within 10 meters. Any additional
cabling work will need to be borne by the customer directly with the contractor. The
charges for additional cabling are as follows:

Service Description Standard Rates

Within Customer’s Unit:
Access of plaster ceiling that involves creating
1. RM50 / access-hole
new access-hole, clean-up and repainting works
Ethernet Cable (Cat-5) up to 5 meters &
2. installation of surface fasteners or clip to floor FOC
skirting
Ethernet Cable (Cat-5) not exceeding 15 meters &
3. RM150
installation of surface casing
Ethernet Cable (Cat-5) greater than 15 meters &
4. RM200
installation of surface casing
To provide, install and configure Router for
5. RM100
wireless access(other than TIME equipments)
Subsequent fibre cabling after 15 meters from
6. RM15 per meter
Point of Entry
At the Common Areas of the Building:
Installation of PVC pipe trunking
7. RM15 per meter
(as per building management requirements if any)
Access of common area plaster ceiling that
8. RM150 / access-port
involves creating new access-port, clean-up and
repainting works.
Installation of ceiling boxed cornices (25cm X RM30 per meter up to a
9. 10cm) for fibre cable trunking along common maximum charge of
area ceiling. RM500 per installation.

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Subscription and Activation

1. How can I subscribe to the TIME Fibre Internet Basic service?

You may sign-up for this service via TIME’s authorized channel partners, or our
direct Sales team.

2. What are the documents required for the subscription?

Business customers are required to provide:
• Photocopy of Form 24 or Form 49 (Company), Form 13 (if applicable) or;
• Photocopy of Form D & A (Sole Proprietorship) or;
• Form D & B (Partnership) or;
• Form 79 or Form 80 or Form 80a or Form 83 or Form 83a (foreign company) or;
• For NGO/Association/Cooperative; certificate of practice issued by the relevant
authority and;
• A copy of the latest phone bill (must be under applicant’s name and optional)

3. Can I request TIME to configure my own router or any other additional

feature?
Configuration and activation shall be done on a default and standard requirement set by
TIME which will be done by our installers or field technician. If customer request to
configure their own router or their own equipment's which not a TIME standard
configuration, a chargeable fee of RM100 must be paid direct to the installers. Please take
note that TIME will not be responsible or maintain any additional configuration or any
features on equipment's request or provided by the customer that is non-standard to
TIME.

4. Can I upgrade or change my package plan anytime within the contractual

period?
Yes, you are allowed to upgrade your package one month after the subscription of
the service but the service upgrade will only be effective on the next billing
cycle. No additional fee will be charged for the upgrade. However, if you wish to
downgrade to a lower packages within the contract period, a penalty of RM500 will be
implemented for TIME Fibre Internet Basic.

5. Can I terminate the subscription of the service within the minimum contract
period?
Yes. However, if you terminate the subscription within the minimum contract period
(24 months), you will be charged for the remainder of the contract.

6. I’m on other TIME Broadband services; can I upgrade to the TIME Fibre
Internet Basic services? Do I need to pay for it?
Yes you may do so. The charges are based on the new packages subscribed and with the
current promotions. Please take note that the new contract period will start from the day
of activation. Kindly contact our customer services at 1800 18 1818 for more information.

7. Do I need to pay any upfront deposit to subscribe to the service?

No upfront deposit is required for local companies. An upfront deposit of RM1000 is
required for foreign companies.

8. What is the billing process for the TIME Fibre Internet Basic service?
Subscribers will be billed on a monthly basis and these billings will be issued by
TIME dotNet Berhad which will be sent via email. Should the customer request for a
printed bill, a service charge of RM5 per month shall be included into the subscription
fee.

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 9. How long does it take for TIME to install and activate the service?
TIME will take minimum of 7 working days to install the equipment (subject to
customer availability and building access), perform the fibre-optic ca bling works
and activate the service.

10. How long does it take for TIME to cancel the service?
Subscribers must notify TIME by giving a 30-day written notice within the same
month should they wish to terminate their service. However, please be remember
that terms of termination will be applicable if termination is made within the contract
period.

11. Where do I pay my TIME Fibre Internet Basic bills?

You can pay your bills at the following channels:

Payment Channel Payment Option

TIME Payment Drop-box, Glenmarie, Cheque (Payment deposit box)
Shah Alam
TIME Online Self-Care portal www.time.com.my
Maybank2u Credit card & current account online
UOB E-payment or pay online
MBF Credit card & current/savings account
RHB Bank Berhad Credit card & current/savings account
CitiBank Credit card & current/savings account
Public Bank Berhad 1. Over the counter/branches, cash bank
draft, cheque & money order
2. Online – current/savings account & PBB
credit card
3. Telephone banking – current/savings
accounts & PBB credit card
4. ATM – current/savings accounts
Mail Cheque only (payable to TIME dotNet Berhad)
Autodebit Please provide photocopy of credit cards
(both sides) and has to be the owner’s cards
(3rd party allowed with authorization letter –
as stated in the payment T&C)
TIME Call Payment service By phone at 1800 18 1818

Voice Services

1. What Voice Plan comes with the TIME Fibre Internet Basic package?
TIME VOICE Basic is the package that is bundled in with 2 lines that can cater the
needs for SME and as well as Large Enterprises. You also will be enjoying a waiver
of RM40 rental fee monthly by subscribing to this package.

2. What is a VOICE Basic plan?

This package is mainly designed to suit customers with low usage or fluctuating
monthly usage. Customers will enjoy 2 lines plus the call charges based on the
VOICE Basic rates (13sen/min for nationwide calls, and IDD Biz for IDD calls). You
only need to pay as you use at 13 sen/min nationwide.

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 3. Do I have to pay any additional charges for me to enjoy this voice plan?
No. However, you will be billed based on your
usage.

4. Are the 2 lines in the VOICE Basic package free for life?
As long you maintain your TIME Fibre Internet Basic subscription you will enjoy the
free monthly rental for the 2 lines in the VOICE Basic package.

5. Can I subscribe or upgrade more lines than stated in the packages?

Yes. However, you will need to subscribe to a standalone Voice Package and will
be billed separately as this plan is only bundled in with TIME Fibre Internet Basic
packages.

6. How is the VOICE Basic bundle service offered?

The voice service comes together with every TIME Fibre Internet Basic subscription.
It is a service where subscribers will be billed on a monthly basis.

7. Can I only subscribe with TIME VOICE Basic package without subscribing to
TIME Fibre Internet Basic?
Yes. However, you will need to subscribe to a Voice Plan where a RM40 rental fee
is required monthly. By subscribing to TIME Fibre Internet Basic, the monthly
rental is totally free.

© Copyright 2010 | TIME dotCom Berhad

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