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© 2020 by Gigabit Fiber Sdn Bhd.

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Frequently Asked Questions

 

General Questions

Which package offered by GIGABIT FIBER is available for me? 

  • Availability of all the package we offered is subject to your location, you may contact us via WhatsApp us to learn more.

What is the upload and download speed for GIGABIT FIBER Internet plans ?

  • Our upload and download speed is symmetric speed. This means the value of both speed is the same and the top speed is affected according to the plan you have subscribed.

Do all GIGABIT FIBER internet plan come with unlimited data ?

  • Yes, all the plans we offered come with unlimited data.

  • Your internet speed will depend on your device capability and do note that the speed of your subscribed package are shared between all the connected devices.

How long is the warranty period for the GIGABIT FIBER Internet fiber modem, WiFi router, power adapter ?

  • The fiber modem, WiFi router, power adapter come with lifetime warranty during service period.

Do I need pay for installation, deposit and any others fee ?

  • The standard installation is Free of Charge.

  • No deposit is required for the fiber modem, WiFi router, power adapter and fiber connection (fiber cable & connector).


What is required for me to enjoy 50 Mbps or 100 Mbps GIGABIT FIBER speeds effectively?

  • Please ensure that your devices (laptop, mobile phone) WiFi card support dual band (2.4Ghz & 5Ghz)

  • Network card is supported up to 1Gbps speeds for desktop computer.


Can I apply for GIGABIT FIBER internet plan if I have been blacklisted by other TELCO company ?

  • Yes, your application will still be received by us.

Why should I subscribe to a GIGABIT FIBER  plan rather than other broadband plan?

  • GIGABIT FIBER Internet offers more stable, reliable and higher speed than the average mobile broadband speeds.


How to conduct a speed test for GIGABIT FIBER?
 

  • You can perform by visiting our SPEED TEST page and choose different server for reference and comparison.

Do GIGABIT FIBER Internet offer dedicated internet plan?

  • Yes, we do offer dedicated fiber internet plan, kindly WhatsApp us for more detail.

About Installation

When and how will the installation date be set up ?

  • Our installation team will contact you and arrange the appointment at your convenient time within 7 working days.

How long does a standard installation take to finish?

  • A standard installation process takes approximately 1 to 2 hours to complete.

What is process include as non-standard installation ?

  • Non-standard installation include but not limited to the following process:

    • Trenching work

    • Non-direct cable routing

    • Underground, concealed or over-roof cabling.

  • These work must be completed at the customer’s expense and GIGABIT FIBER will not be held responsible for the quality or completeness of such work.

Can I request to redo my internal fiber cabling ?

  • Yes, you can. Only for the first time we shall provide the service with no charges, but fee may be applied for relocation of fiber either internally or externally on second time onward.

Do I need to be present during the installation?

  • Yes, but in the case of you being unavailable to present during the installation, you may designate a person at least aged eighteen (18) and above to be present on your behalf. 

  • If a designated person is appointed to be present during the installation, you hereby agree and authorize the designated person to sign our Service Acceptance Form on your behalf.

I have my own router, computer and some others devices. Can the installer help me to configure the connection to GIGABIT FIBER Internet ?
 

  • Yes, but you will need to pay separately to GIGABIT FIBER installer and GIGABIT FIBER will not be held accountable for the service quality nor any damage to your equipment.

What will happen if my GIGABIT FIBER Internet installation is not successful ?
 

  • If your GIGABIT FIBER Internet installation is not successful, GIGABIT FIBER installer will either try to resolve the issue on the day or reschedule another session for installation.

Can I still subscribe to GIGABIT FIBER Internet if my apartment/condominium is not within the area of coverage ?

  • You will not be able to subscribe to GIGABIT FIBER internet plans. However, you are most welcome to contact us for better arrangement.


What do I need to prepare to ensure the installation goes smoothly?
 

  • You will need to prepare 2 power outlets for GIGABIT FIBER internet equipment.

I am moving to another place, can I request for re-location of the modem and router?

  • Please be noted that in case of re-location, you are NOT permitted to move the modem and router on your own. In case of the need of re-location, kindly contact us for arrangement.

  • If you are moving away from the original area or condominium/apartment, kindly contact us to check the availability of our coverage at the area you are moving to.

  • The contract will be refreshed once the re-location is done, there are another options where a re-location fee of RM150.00 will be charged after the re-location is done, in this case the contract will not be refreshed.

Plan Upgrade/ Downgrade

*Please be noted that any request by the customer for upgrades or downgrades of the service shall subject to GIGABIT FIBER’ s written approval.

 

*Please be noted that customer are not allowed to change their package during installation, this is to avoid miscommunication between our installer and the customer. If customer want to change package before installation, the request will need to be made AT LEAST 1 DAY before the installation.


Can I upgrade to a higher speed package at anytime ?

  • No, upgrading of package is allowed after the 1st invoice is issued.
     

  • All the current outstanding of your account must be cleared first before upgrade is allowed to proceed.

  • Upgrading of package is only allowed within the 3 days BEFORE the monthly billing date, 13th or 28th.

Can I downgrade to a lower speed plan within my contract period ?

  • Yes, you can do so after 2 months from line activated date.
     

  • All downgraded package will refresh with 2 years contract period.

How do I request upgrade / downgrade for my GIGABIT FIBER Internet Plan ?

  • You can contact us via WhatsApp or our authorized agent to inform us of your request.​ 

Payment

When should I make payment?

  • Depending on the date of your initial installation, your billing date will be on the next 13th or 28th. For example, if the installation is done in between 13th and 27th, you will receive all of your billing on every month 28th and vice versa. 

I have not received any invoice, what should I do?

  • All of our invoice are sent via email to the email address you initially provided to our agent during registration. If you have checked and confirm that you did not receive the invoice, kindly contact us via our WhatApps support number011-6195 6105.

How do I make payment for my bills?

  • You may refer to HOW TO PAY section at the bottom of the invoice's 1st page, related payment details are listed at there or you may refer the following section. 

Payment Account and Payment Method

GIGABIT FIBER bank account detail is as below:
Bank: MAYBANK
Account Number: 5127-8120-0807
Account Holder: GIGABIT FIBER SDN BHD

 

*We recommend you to make payment via our Payment Gateway by clicking on PAYNOW button in your invoice or by accessing it by clicking on this link, https://billing.gigabit-fiber.com/payment

PLEASE BE NOTED THAT GIGABIT FIBER SDN. BHD. WILL NOT BE HELD RESPONSIBLE IF YOU HAD PAID TO ANY NON-DESIGNATED 3RD PARTY ACCOUNT.

Regarding barring and suspension of account

Suspension of Service – GIGABIT FIBER may suspend the service for any fee and / or payment due which is not fully settled by the due payment date as stated on each monthly invoice, which would be 7 days of grace period after the invoice is issued. 

How long will it take for my GIGABIT FIBER Internet service to be reactivated after I have cleared all the outstanding of my account?

  • It will take within 1 working day for your GIGABIT FIBER internet service to be reactivated.

Refund Policy

  • Any amount paid via payment gateway is to be refund according to the payment gateway fund reversed policy.

Contract & Termination

  • Customer should take note that the contract DOES NOT start from the initial date of installation but from the date of the 1st invoice is issued, which can either be on the next 13th or 28th depending on your initial installation date, whichever date that is reached first shall be the day of commencement for the contract.

  • Customer shall inform GIGABIT FIBER SDN BHD with at least one month prior to termination with written notification or else the contract will keep running if GIGABIT FIBER SDN BHD do not received any form of proper written notification.

  • Customer whose account is suspended by GIGABIT FIBER SDN due to having outstanding in his/her account after the payment due date is not allowed to terminate his/her account until all of the due outstanding of his/her account has been cleared, only then the customer may proceed with termination of the contract.

  • For both the 6 months package & 2 years package, if the customer terminate GIGABIT FIBER SDN BHD services before the end of contract period, the customer must pay for the subscription fees of the remaining months with RM 150 installation fee or RM 300 penalty with RM 150 installation fee, whichever lower and return the fiber modem and WiFi router.

  • For promo package, if the customer terminate GIGABIT FIBER SDN BHD services before the end of contract period, the customer must pay for the subscription fees for remaining of the contract months and return the fiber modem and WiFi Router.

  • This term is only applied for normal package. In the case of termination of package performed before fulfilling the Minimum Subscription Period (half of the Contract Period), the customer are required to pay for the subscription fees of the remaining months within the Minimum Subscription Period.

 

  • GIGABIT FIBER SDN BHD reserves the right to collect both the fiber modem and WiFi router, or any other equipment belong to GIGABIT FIBER SDN BHD.

 

  • All of the equipment that is installed by GIGABIT FIBER SDN BHD staff during initial installation including but not limited to the following, any cabling and fiber, fiber modem, WiFi router and etc. are considered as property of GIGABIT FIBER SDN BHD and shall be returned to GIGABIT FIBER SDN BHD upon termination of account, unless the equipment is provided by the customer with his/her own cost.

 

  • Any dismantling of GIGABIT FIBER SDN BHD equipment are only performed during office hour.

  • If it is handled by the customer on their own, then the equipment must be handed/post to the following address:

       No. 24C, Jalan Seri Utara 1, Sri Utara Off Jalan Ipoh,

       68100 Kuala Lumpur. 

 

  • After termination, if the customer does not return GIGABIT FIBER SDN BHD’s fiber modem, WiFi router or any other equipment, a penalties of RM 500 with 3% per annum interest shall be applied.

 

  • GIGABIT FIBER SDN BHD reserved all right to submit any missing in action or uncontactable customer detail to the Malaysia CTOS (Credit Tip-Off Service), the record will only be removed once the customer has cleared out all the remaining outstanding.

 
 
 
 
 

© 2020 by Gigabit Fiber Sdn Bhd.