Frequently Asked Questions

What is CelcomDigi Business Fibre?

CelcomDigi Business Fibre™ is a service that provides High Speed Internet (HSI) that uses optical fiber technology offered to businesses. It allows you to enjoy ultrafast internet directly to your computer or via seamless Wi-Fi access anywhere within your office.

What is the eligibility for subscription?

All Corporate Individual and Corporate Officials are eligible for CelcomDigi Business Fibre™ 

How much is the monthly fee?

The following is a list of plans we offer (unless provided otherwise for promotions):

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Do I have to pay any upfront fee or deposit in order to subscribe to this service?

There is no upfront fee required. A deposit fee of RM500 is only chargeable to non-Malaysians and is to be paid upfront.

How much is the credit limit for each plan?

For the credit limit, please refer to the table below:

What is the minimum subscription period?

Minimum subscription period is 24 months from the activation date.

Can I convert my account from Postpaid to Prepaid?

CelcomDigi Business Fibre™ account is on a postpaid basis and cannot be converted to a prepaid basis.

Who do I contact for after-sales support and enquiries?

You may call our Customer Service Consultant at 1111 (for CelcomDigi customers) or 019-6011111 (for non-Celcom customers) for end-to-end service enquiries on CelcomDigi Business Fibre™.

When can I schedule my installation?

Installation can be scheduled immediately during registration. Installation date may vary depending on TechXpert’s availability and you may be required to provide an alternative date for the installation if the first installation date is unavailable.

What do I have to do to reschedule my installation slot?

Upon receiving the welcome email or SMS, you may call 1111 (for CelcomDigi customers) or 019-6011111 (for non-CelcomDigi customers) to reschedule the installation slot.

What if I would like to cancel my subscription before the installation takes place?

You may call our Contact Centre at 1111 (for CelcomDigi customers) or 019-6011111 (for non-CelcomDigi customers) for cancellation.

Is there an imposed fee if I were to reschedule my installation appointment?

You will not be charged any fee if you request to reschedule within a minimum of four (4) days prior to the installation date. A rescheduling fee of RM200 will be imposed if you reschedule your appointment within four (4) days of your previously set appointment.

Will I be able to subscribe and enjoy more than the 30Mbps speed plan if I stay in a high-rise premise?

You will be able to subscribe and enjoy more than the 30Mbps plan if you stay in a fibre infra-area. However, in some high-rise areas which is covered by VDSL infra you would only be able to subscribe to 30Mbps plan.

How long is the installation process?

The installation process will take approximately three (3) to six (6) hours depending on the premises. You will receive a call from Celcom four (4) days prior to the appointment date to confirm the installation date and time. In the event that you are not reachable, we will deem the appointment confirmed and proceed to inform our TechXpert. Our TechXpert will make a call to you on the day of the installation to arrange for the installation to take place.

How much should I pay for the installation?

CelcomDigi will provide the standard installation for free to all CelcomDigi Business Fibre for Business customers. The standard installation will include 100m of cabling from the nearest fibre distribution point to the BTU/modem inside your office. Only visible cabling (uncovered) inside the premises is considered as a standard installation. Any variation of the above will be considered as a non-standard installation and the cost shall be borne by you.

What does it mean by ‘standard installation’?

The term of standard installation can be found below:

Standard Installations: The installation at your home that CelcomDigi perform is Standard Installation.  Should you require any non-standard installation (including but not limited to over the ceiling, underground ducts,  concealed wiring and etc.), you may request CelcomDigi installer, or another party appointed by you, to do the  same, and you would be liable for the charges that the installer levies on you for the non-standard installation, and  CelcomDigi are not responsible for any defects and/or damage caused or contributed by CelcomDigi installer  in undertaking the non-standard installation requested by you.

Standard Installation includes the following elements: Up to 100 meters fibre cable connection from the nearest Distribution Point (“DP”) to the BTU and up to 2m of RJ45 cable from the BTU to the CPE. Should you require additional length of cable, you will have to bear any extra charges following the rates of RM 50 for every 5m of fibre cable.

Standard Installation does not include any of the following: trenching work, non-direct cable routing, underground, concealed or over-roof cabling. Such work and its associated charges will be negotiated directly between you and the installer and will be completed at your expense. CelcomDigi will not be held responsible for the quality or completeness of such work.

Will there be any drilling involved and approval needed to enter the building?

There will be potential drilling to connect the service to your office. You will need to approve the drilling and the design of the connection prior to installation in the service installation form. Any building space requiring management approval shall be taken up by the customer.

How do I connect to my CelcomDigi Business Fibre™?

Step 1: Search for your CelcomDigi Business Fibre™ SSID as displayed on the Router, using a computer or a smart device.

Step 2: Select the CelcomDigi Business Fibre™ SSID and enter the security key displayed on the Router.

Step 3: You are now connected. Enjoy your CelcomDigi Business Fibre™ anywhere within your office.

What are the devices that will be installed on my premises?

We will install a Router (RGW) and a Modem (ONT) on your premises.

What is the warranty period for the devices?

The Modem has a warranty period of twelve (12) months. The Router have a warranty period of twenty-four (24) months.

What if my devices are faulty and need a replacement?

You will not be charged for the replacement of the devices during the warranty period due to damages caused by a manufacturing defect. In the event that the device is damaged due to your negligence, you will be charged RM300 for the replacement of the Router and the Modem.

What will I see in my first bill?

You will see a statement reflecting your monthly pro-ration of the access fee from the date of your activation to the date that you are billed and a stamp fee of RM10. Additional charges and rebates will be reflected based on the offerings that are part of your package.

How can I check account information and pay the bill?

CO customer can check the information and pay bill online via (https://bizcare.celcom.com.my/bizcareui).

Can I upgrade my speed?

Not Applicable at the moment.

Can I downgrade my speed?

Not Applicable at the moment.

Can I relocate my service to any other location?

You may request service relocation, subject to the availability of the service at the new location at the rate of RM200 per request.

What if my new location is not within coverage/ not serviceable?

You may request termination of your account, and if you are still within the contract period, your termination fee will be waived provided that you produce an original utility bill with your new location address.

What if I terminate the service within the contract period?

You will be charged an early Termination Fee for the remaining months or RM500, whichever is higher.

Where can I terminate the service?

For the time being, termination can only be done by calling our Customer Service Consultant at 1111 (for CelcomDigi customers) or +6019-6011111 (for Non-CelcomDigi Mobile).

If I terminate the service before the contract ends, do I need to return the device(s)?

You are only required to return the Modem (BTU/ONT), as all other devices belong to you. Our TechXpert will arrange to collect the Modem from your premises, and if you fail to return the Modem, you will be charged a fee of RM500.

What do I need to do if I want to terminate the service?

Our Customer Service Consultant will advise you to settle the outstanding payment (if any) and arrange for collection of the Modem (if required). Upon collection of the Modem and settlement of the outstanding bill, or in the case of Modem not being required to be returned or there is no outstanding bill, our Customer Service Consultant will complete the termination order and you will receive your final bill in the next bill cycle.

Is there a contract period for the CelcomDigi Business Fibre™ plan?

Yes, there will be a 24-month contract period for CelcomDigi Business Fibre™

When can I get the VOIP?

The VOIP will be delivered to you separately (approximately within 1 month after activation)

Will the Dealer/Account Manager be notified when the VOIP is delivered to me?

Yes, our Fibre Support will send the tracking number to the Account Manager/Dealer after the VOIP is delivered to you.

Why is the VOIP cannot be installed together with Fibre?

This is because after installation of the Fibre, we will still need to access your eligibility before sending the device to you. 

Will the installer re-visit my premises to install the VOIP after I have received the VOIP?

No, you will receive an installation guide to assist you in the VOIP installation. Otherwise, you may request a remote guide to assist you

How can I request VPABX / 3CX access?

You may send an e-mail request to our Fibre Support Team at digibizfiber_support@digi.com.my. You will receive a welcome e-mail for the 3CX web access.

Can I terminate my plan before the contract ends?

If you terminate before the contract ends, it will trigger a penalty and early termination fees apply.

How do I terminate my contract?

Termination of service can be made to CelcomDigi careline by dialing *1111.

Can I terminate one of the packages included in the bundle?

No, you cannot terminate individual packages within the bundle. The entire bundle must be terminated as a whole.

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