Fibre Internet
I am interested to subscribe for the Fibre Internet package. Where can I subscribe?
Fibre Internet Package can be subscribed
What do I get once I subscribe to this service?
Upon installation of the Home Fibre Internet package, you will receive:
• Fibre Internet at 10Mbps plus 1 unit of wireless Residential Gateway (RGW)
• Free Calls (to selected 10 IDD destinations, to Maxis Mobile and on your Maxis mobile) plus 1 unit DECT phone
• Internet Security for up to 3 PCs/Macs
Do I have to pay any upfront fee if I want to subscribe for the Fibre Internet package?
There is no upfront payment required. A fee of RM200 for installation will be charged to your 1st bill. However, RM200 fee is waived until further notice.
Is there a deposit for this service?
For Malaysian customers there is no deposit. However a RM500 deposit is required for Non-Malaysians customers.
How much is the monthly fees?
Your monthly fee will be as per your subscription; RM138 for 10Mbps package for existing Maxis postpaid customers and RM148 for 10Mbps package for non-existing Maxis postpaid customer. Other Value Added Services charges are on top of what is provided with the Home Fibre Internet package that you have opted for shall apply.
How long is the contract period?
The contract period is 24 months.
What is the warranty period for the Residential Modem and DECT phone?
The warranty is 12 months for the Residential Modem and DECT phone respectively.
What will I see on my 1st bill?
You will see a statement reflecting your usages from the date of your activation to the date that you are billed with a pro-ration of the access fee.
All charges will be reflected and discounted based on the free usage that is part of your package.
How many bills will I receive and what would be reflected in my bill?
At the moment, you will receive up 2 bills, 1 for the Home Fibre Internet Packages and Calls. Your monthly charges will be reflected in the Fibre Internet service bill.
What if there is an outstanding amount in my Wireless Internet and Home Calls bills?
As Wireless Internet and Home Calls are part of the package, any outstanding payment that leads to suspension/barring of one of these services, all other services in the package will be suspended or barred at the same time. Once you have settled payment to your suspended/barred account, all services will be unsuspended/unbarred as well.
There is a RM 10 charge for each unsuspension/unbarring transaction for each line.
What will happen if I disconnect my previous Wired Internet service while I am still tied to the contract?
Your contract will re-start and we will waive off the penalty fee.
I am an existing Wired Internet customer. Once I upgrade to the new Fibre Internet package, will my Wired Internet service be terminated automatically?
The Fibre Internet service & Wired Internet service are 2 different accounts and services. If you wish to terminate the Wired Internet service, please walk-in to the nearest Maxis Centre.
Please note that there may be a service disruption between your termination of the Wired Internet service and your Fibre Internet service installation, depending on your preferred installation time.
How long is the installation process?
The installation process will take approximately 6 - 7 hours. You will receive a call from us within 7 days after registration to confirm the installation date & time.
What does the standard installation covers?
The one-time installation fee of RM200 for standard installation is currently waived until further notice. This installation fee covers the first 85 metres (outside your home) from the nearest Fibre Distribution Panel to the Termination Box and the first 15 metres (inside your home) from the Termination Box to the Access Termination box. The installation provided is of standard specifications (over wall with clip or cable casing only), cost for any non-standard type of installations, such as over the ceiling, underground ducts, concealed wiring and so on will be borne by the customer.
Will there be any drilling involved?
Drilling will depend on the structure of your premise. There will be potential drilling to connect the Home Fibre Internet service to your house. You will need to approve the drilling and the design of the connection prior to installation.
Will there be additional costs for the installation?
If the customer request for a non-standard installation that requires trenching, retiling, repainting and concealing, additional cost will be incurred and customer may need to work independent contractor prior and after Maxis installation works.
Please refer to this table for non-standard installation charges.
Should I need to reschedule my installation appointment, will there be any penalty imposed?
There will be a charge of RM 200 if you reschedule your appointment within 3 days of your previously set appointment.
Can I upgrade/downgrade my Fibre Internet service?
Yes, you can migrate to the new Home Fibre Internet 10Mbps package. The contract will restart for another 24 months.
I am interested to upgrade/downgrade my Fibre Internet package. Where can I go to subscribe?
You can only upgrade/downgrade at Maxis Centers.
Is there a fee imposed to upgrade/downgrade my Fibre Internet package?
There is a fee of RM 50 imposed on every package upgrade/downgrade for the Fibre Internet service. However, for the time being all upgrade of package fee is waived. Please note that your contract will re-start when you upgrade or downgrade your package.
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) for my Fibre Internet service? What happens if I exceed my 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?
Not at this point in time, but we are enhancing our systems to offer you that service in the near future.
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 recommended.
What if the Fixed Modem (ONT) is faulty after 24 months?
You may request for a replacement by calling our hotline at 1 800 82 1123 and we will issue a replacement. The Fixed Modem (ONT) has a lifetime warranty (for active subscribers only).
Incidental damage caused by customer is subject to a replacement charge.
What if my DECT phone or Residential Modem is faulty within the warranty period? What should I do?
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 on technical issues.
What if I lost or cause intentional damage to my DECT phone and Residential 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 :
DECT Phone (Aztech ) - RM 70
DECT phone (TH 75) - RM 150
Residential Modem (TG784n) - RM 250
Residential Modem (TH799) - RM 600
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). All other devices belong to you. Our installers will arrange to collect the Fixed Modem (ONT) unit from your home.
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.
What is the WiFi coverage in terms of distance?
The coverage is within a 100m radius but will vary depending on your house structure. For example, a thick wall may affect the quality of your WiFi connection.
Does rain affect the FTTH transit signal?
No, it does not affect the signal.
What if I move homes within my contract period?
You will need to provide documented proof of your new house address (e.g. utility bill addressed to your new home). If we are able to offer the service in the new location (depending on whether your new location is within our coverage areas) we will re-locate the service for you for a fee of RM200. Note that your contract will be restarted for another 24 months. If the service is not available in your area, we will waive your penalty fees.
If you are unable to provide proof of your new house address and you are still bound to the contract, you will incur a penalty fee for early termination in your final bill.
I live in a 3-storey house and would like the service to be installed on the 3rd floor. Is this possible?
The service can be installed wherever you prefer. The installers will provide you with a sketch once you have informed them of your desired location. Should the location be suitable, this is where the service will be installed. However, there is a limitation to the cabling length of 85:15. Which means;
• 85 meter (outside home) from nearest FDP (Fiber Distribution Panel) to TB (Termination Box)
• 15 meters (inside home) from TB to ATB (Access Termination Box)
I am an OKU, am I entitled to a discount for Fibre Internet?
Yes, there is a 50% discount off the non-promotional price for OKU. Please present your OKU card during registration.
Fibre Internet Package can be subscribed
What do I get once I subscribe to this service?
Upon installation of the Home Fibre Internet package, you will receive:
• Fibre Internet at 10Mbps plus 1 unit of wireless Residential Gateway (RGW)
• Free Calls (to selected 10 IDD destinations, to Maxis Mobile and on your Maxis mobile) plus 1 unit DECT phone
• Internet Security for up to 3 PCs/Macs
Do I have to pay any upfront fee if I want to subscribe for the Fibre Internet package?
There is no upfront payment required. A fee of RM200 for installation will be charged to your 1st bill. However, RM200 fee is waived until further notice.
Is there a deposit for this service?
For Malaysian customers there is no deposit. However a RM500 deposit is required for Non-Malaysians customers.
How much is the monthly fees?
Your monthly fee will be as per your subscription; RM138 for 10Mbps package for existing Maxis postpaid customers and RM148 for 10Mbps package for non-existing Maxis postpaid customer. Other Value Added Services charges are on top of what is provided with the Home Fibre Internet package that you have opted for shall apply.
How long is the contract period?
The contract period is 24 months.
What is the warranty period for the Residential Modem and DECT phone?
The warranty is 12 months for the Residential Modem and DECT phone respectively.
What will I see on my 1st bill?
You will see a statement reflecting your usages from the date of your activation to the date that you are billed with a pro-ration of the access fee.
All charges will be reflected and discounted based on the free usage that is part of your package.
How many bills will I receive and what would be reflected in my bill?
At the moment, you will receive up 2 bills, 1 for the Home Fibre Internet Packages and Calls. Your monthly charges will be reflected in the Fibre Internet service bill.
What if there is an outstanding amount in my Wireless Internet and Home Calls bills?
As Wireless Internet and Home Calls are part of the package, any outstanding payment that leads to suspension/barring of one of these services, all other services in the package will be suspended or barred at the same time. Once you have settled payment to your suspended/barred account, all services will be unsuspended/unbarred as well.
There is a RM 10 charge for each unsuspension/unbarring transaction for each line.
What will happen if I disconnect my previous Wired Internet service while I am still tied to the contract?
Your contract will re-start and we will waive off the penalty fee.
I am an existing Wired Internet customer. Once I upgrade to the new Fibre Internet package, will my Wired Internet service be terminated automatically?
The Fibre Internet service & Wired Internet service are 2 different accounts and services. If you wish to terminate the Wired Internet service, please walk-in to the nearest Maxis Centre.
Please note that there may be a service disruption between your termination of the Wired Internet service and your Fibre Internet service installation, depending on your preferred installation time.
How long is the installation process?
The installation process will take approximately 6 - 7 hours. You will receive a call from us within 7 days after registration to confirm the installation date & time.
What does the standard installation covers?
The one-time installation fee of RM200 for standard installation is currently waived until further notice. This installation fee covers the first 85 metres (outside your home) from the nearest Fibre Distribution Panel to the Termination Box and the first 15 metres (inside your home) from the Termination Box to the Access Termination box. The installation provided is of standard specifications (over wall with clip or cable casing only), cost for any non-standard type of installations, such as over the ceiling, underground ducts, concealed wiring and so on will be borne by the customer.
Will there be any drilling involved?
Drilling will depend on the structure of your premise. There will be potential drilling to connect the Home Fibre Internet service to your house. You will need to approve the drilling and the design of the connection prior to installation.
Will there be additional costs for the installation?
If the customer request for a non-standard installation that requires trenching, retiling, repainting and concealing, additional cost will be incurred and customer may need to work independent contractor prior and after Maxis installation works.
Please refer to this table for non-standard installation charges.
Should I need to reschedule my installation appointment, will there be any penalty imposed?
There will be a charge of RM 200 if you reschedule your appointment within 3 days of your previously set appointment.
Can I upgrade/downgrade my Fibre Internet service?
Yes, you can migrate to the new Home Fibre Internet 10Mbps package. The contract will restart for another 24 months.
I am interested to upgrade/downgrade my Fibre Internet package. Where can I go to subscribe?
You can only upgrade/downgrade at Maxis Centers.
Is there a fee imposed to upgrade/downgrade my Fibre Internet package?
There is a fee of RM 50 imposed on every package upgrade/downgrade for the Fibre Internet service. However, for the time being all upgrade of package fee is waived. Please note that your contract will re-start when you upgrade or downgrade your package.
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) for my Fibre Internet service? What happens if I exceed my 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?
Not at this point in time, but we are enhancing our systems to offer you that service in the near future.
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 recommended.
What if the Fixed Modem (ONT) is faulty after 24 months?
You may request for a replacement by calling our hotline at 1 800 82 1123 and we will issue a replacement. The Fixed Modem (ONT) has a lifetime warranty (for active subscribers only).
Incidental damage caused by customer is subject to a replacement charge.
What if my DECT phone or Residential Modem is faulty within the warranty period? What should I do?
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 on technical issues.
What if I lost or cause intentional damage to my DECT phone and Residential 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 :
DECT Phone (Aztech ) - RM 70
DECT phone (TH 75) - RM 150
Residential Modem (TG784n) - RM 250
Residential Modem (TH799) - RM 600
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). All other devices belong to you. Our installers will arrange to collect the Fixed Modem (ONT) unit from your home.
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.
What is the WiFi coverage in terms of distance?
The coverage is within a 100m radius but will vary depending on your house structure. For example, a thick wall may affect the quality of your WiFi connection.
Does rain affect the FTTH transit signal?
No, it does not affect the signal.
What if I move homes within my contract period?
You will need to provide documented proof of your new house address (e.g. utility bill addressed to your new home). If we are able to offer the service in the new location (depending on whether your new location is within our coverage areas) we will re-locate the service for you for a fee of RM200. Note that your contract will be restarted for another 24 months. If the service is not available in your area, we will waive your penalty fees.
If you are unable to provide proof of your new house address and you are still bound to the contract, you will incur a penalty fee for early termination in your final bill.
I live in a 3-storey house and would like the service to be installed on the 3rd floor. Is this possible?
The service can be installed wherever you prefer. The installers will provide you with a sketch once you have informed them of your desired location. Should the location be suitable, this is where the service will be installed. However, there is a limitation to the cabling length of 85:15. Which means;
• 85 meter (outside home) from nearest FDP (Fiber Distribution Panel) to TB (Termination Box)
• 15 meters (inside home) from TB to ATB (Access Termination Box)
I am an OKU, am I entitled to a discount for Fibre Internet?
Yes, there is a 50% discount off the non-promotional price for OKU. Please present your OKU card during registration.