FAQ for Maxis Fibre Internet

Frequently Asked Question

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What are the new MaxisONE Home plans?

There are 5 new MaxisONE Home plans:

• MaxisONE Home 10Mbps – RM139
• MaxisONE Home Lite 30Mbps – RM179
• MaxisONE Home 30Mbps (with unlimited voice) – RM189
• MaxisONE Home 50Mbps – RM219
• MaxisONE Home 100Mbps – RM299

How does one sign up for these plans?

These plans will be made available to new subscribers/customers as well as existing fibre customers who will need to opt-in by either walking in to our Maxis centres or calling our Customer Care line.

How do we get Maxperts’ services?

All new customers who sign up for a MaxisONE Home package (starting from MaxisONE Home 30Mbps and above) will be able to enjoy Maxperts’ services.

What is this Maxperts all about?

The Maxperts are highly trained, specialised installers who will act as your consultants to ensure that you have great broadband experience right from the start.

How can Maxperts help me achieve better broadband?

Maxperts will spend majority of the time talking to you to better understand where and how you use the internet. They will figure out where you use broadband most often and how many devices are at use at your home. With that, they will propose the best router placement and suggest if any additional equipment is required.

Are Maxperts still available for RM188 as per the previous offer?

Yes, they are.

After I signed up for this offer, can I relocate?

Yes, you can relocate and a new 24-month contract will be imposed on your existing plan. A RM200 relocation fee will be waived off for you.

How long is the contract period?

You will be contracted for 24 months upon registration of the new plan.

What if I terminate the service prior to the 24-month period?

You will need to pay Maxis RM500 for early termination.

After I sign up for this offer, can I still change the package?

Any downgrades will only be allowed after 6 months of tenure.

Can I upgrade/downgrade to another package?

Customers on existing (old/legacy) plans are required to opt-in via walking into our Maxis Centres or calling in our Customer Care line.

If I downgrade from 50Mbps to 30Mbps in the 4th month, will the penalty of RM500 be auto-triggered by the system?

There will not be a penalty but a new contract will be triggered. Customers with less than 6 months tenure are not allowed to downgrade.

If I lose the WiFi Extenders and/or Chromecast due to theft and are still under warranty period, do I get to replace them for free or is there a charge?

We will treat this on a case-to-case basis. You may log your case by calling our toll-free numbers at 1 800 82 1123 (or dial 123 from your Maxis mobile number) for consumers or 1 800 82 1919 (or dial 1919 from your Maxis mobile number) for businesses.

What is Maxis Fair Usage Policy (FUP)?

FUP is in place for quota on your home fibre and Voice over Internet Protocol (VoIP) usage to avoid any excessive usage of quota or VoIP calls from your home fibre network. More details can be found in the product T&C on our website.

I'm not happy with your service. How do I exercise the return guarantee?

If you exercise a return guarantee within 30 days after installation, we will verify your claim using the SLA as stated in the terms and conditions. Once we have verified no discrepancies and if you are still unhappy, we will proceed to terminate the service at no charge.

What is this MaxisONE plan offer and what are the benefits?

MaxisONE plan customers who subscribe to the new plans will be eligible for RM1 devices as illustrated in the table below. Non-MaxisONE plan customers will not be eligible for any devices.

	RM1 Device Offer
Registered Plans	MaxisONE Home 10Mbps	MaxisONE Home Lite 30Mbps	MaxisONE Home 30Mbps (RM189), 50Mbps & 100Mbps
MaxisONE plan 98, 128, 158, 188	n/a	1 x Chromecast	1 x Chromecast 1 x Aztech Home Plugs set
MaxisONE Sabah/Sarawak plan 98, 128, 158	n/a	1 x Chromecast	1 x Chromecast 1 x Aztech Home Plugs set
MaxisONE Sabah / Sarawak Share 98, 128, 158	n/a	1 x Chromecast	1 x Chromecast 1 x Aztech Home Plugs set
MaxisONE Business Plan 98, 118, 148, 188	n/a	1 x Chromecast	1 x Chromecast 1 x Aztech Home Plugs set

What are the criteria to enjoy this offer?

The criteria are:

• Customer must subscribe to MaxisONE plan 98 and above only.
• The MaxisONE plan must remain active in order to continue enjoying this offer.
• Both the Maxis Fibre Internet and MaxisONE plan accounts must be under the same customer (via IC verification).
• Only applies to MaxisONE plan principal line only.
• A single MSISDN number can be used for multiple registrations as long as the customer’s IC match for both Maxis Fibre Internet and MaxisONE plan accounts.
• Not eligible if customer’s line is suspended.

I am currently a Maxis Fibre Internet subscriber. Can I upgrade or downgrade my current plan?

All upgrades into the new plans will be allowed but you are not allowed to downgrade your plan to any of the old legacy plans.

What will happen to fibre speeds when I exceed my monthly quota?

Maxis currently do not have quota limits in place. Our FUP policy will be put in place instead.

Is there a deposit required upon registration?

For Malaysians, there will not be a deposit collected but a RM500 deposit is required for foreign subscribers.

Are these new plans open to Maxis employees?

Yes. All new plans are available to Maxis employees using the same ERP business rules. Any change of plan from legacy fibre plans to the new ones will require a 24-month re-contract.

Are there any installation fees for standard installations for my new fibre service?

No. All standard installation fees will be absorbed by Maxis as part of your package.

Can I sign up for MaxisOne Home plans without the VoIP component?

No. The VoIP component comes together with your fibre service and is not allowed to be decoupled.

My Google Chromecast is faulty. How do I get it repaired or replaced?

If your device is under warranty, you can bring your Google Chromecast to any Maxis Centre to get a replacement. Please ensure to bring along your proof of purchase (first bill details) and it must be in a complete set (as when you received the device).

My Aztech WiFi extenders are faulty. How do I get it repaired or replaced?

Call us at 123 for technical support if your WiFi extenders are faulty or call Aztech directly at 03-7804 8450 (Monday-Friday, 9:00am – 5:00pm) for device replacement.

What is the Power of ONE sale? And how will I be billed for this?

The Power of ONE sale is Maxis’ campaign from 2 November 2016 to 31 January 2017, where selected devices will be made available at RM1 for MaxisONE plan customers only. The RM1 charge will be billed in the first bill statement.

I am an existing Maxis fibre customer. Am I eligible for this offer?

Only MaxisONE plan customers are eligible for this offer. If you’re a Maxis fibre customer but not a MaxisONE plan customer, you will not be eligible for this offer.

I am an existing 10Mbps fibre subscriber. Can I get the Chromecast and WiFi extenders for RM1 if I upgrade to the new 30Mbps plan with unlimited voice?

Yes, you will be eligible for the Chromecast and WiFi extenders for RM1 when you upgrade to the new 30Mbps plan with unlimited voice.

Can I get the Chromecast and WiFi extenders from Maxis Centres or MEPs?

You can only buy the Chromecast but not the WiFi extenders at the Maxis Centres and selected MEPs. WiFi extenders will only be made available via the new plans (30Mbps with Unlimited Voice, 50Mbps and 100Mbps).

I am an existing 10Mbps fibre subscriber. Can I get free iflix when I upgrade to the new 30Mbps or higher plans?

Yes, you will be eligible for the free iflix subscription when you upgrade to the new 30Mbps or higher plans.

How do I know if the iflix voucher I’ve received is a 12-month subscription voucher or not?

It will be written on the voucher that the subscription will be for a duration of 12 months.

I’ve signed up for MaxisONE Home 30Mbps (and above plan). When will I be getting my iflix voucher and devices?

You will receive your iflix voucher and devices via our Maxperts upon successful installation of your new MaxisOne Home service.

How do I activate my free iflix voucher?

Step 1: You will be given a 12-month iflix voucher.
Step 2: Maxperts will guide you on activating your voucher.
Step 3: Go to www.iflix.com.
Step 4: Create a new account or sign in with an existing account.
Step 5: Once logged in, click on the menu located at the top left corner of the website.
Step 6: Select ‘Redeem now’.
Step 7: Key in the voucher code provided.

If there’s a problem with my iflix voucher, how do I replace it?

You need to go to https://piay.iflix.com/contact and lodge a complaint/support request.

What about additional installation charges? I have requested for additional cabling during installation and it cost me RMX. Do I get a refund for that?

Unfortunately, no. Any additional cabling works are pre-agreed beforehand between you and the Maxperts installation team. Those charges will not be available for refund.