Q1. What are the Digi Home Fibre plans available?

A1.

Availability of fibre plans is subject to location, please check your coverage to see the plans available for you.

Q2. What is the upload and download speed for Digi Home Fibre plans?

A2.

Q3. Does Digi Home Fibre come bundled with a fixed voice service?

A3. Digi does not offer fixed voice service but we do have a range of mobile devices that you can purchase from our website, find out more at https://www.digi.com.my/shop/phones/phonefreedom365

Q4. How to conduct a speed test for my fibre speed?

A4. Please visit https://www.speedtest.net/ and change the server to Digi to conduct a speed test on Digi Home Fibre or refer to this troubleshooting guide for more info.

Q5. Are there any limits to Digi Home Fibre plans quota or speed?

A5. No, the Home Fibre plans are unlimited and do not have speed caps. Your internet speed will depend on your device capability.

Q6. What is required for me to enjoy 500Mbps or 1Gbps fibre speeds?

A6. Please ensure that your devices (laptop, mobile phone) are able to support speed of 500Mbps or 1Gbps.

Q7. How long is the warranty period for the router?

A7. The router has a warranty period of 12 months.

Q1. Who can subscribe to Digi Home Fibre plans?

A1. Digi Home Fibre is open to Malaysians and Non-Malaysians above the age of 18 years. You must be in an area with Digi Home Fibre coverage. You can check your coverage at http://digi.my/digihome.

Q2. How do I subscribe to a Digi Home Fibre plan?

A2. You may sign up at Digi Store, Digi Store Express, and http://digi.my/digihome
For online registration :
Step 1 : Select your preferred package and enter your personal details.
Step 2 : Run a quick Coverage Check.
Step 3 : Submit your application.
Step 4 : We will call you back within 2 business days to arrange Free installation.

Q3. What documents are required for Digi Home Fibre subscription?

A3. You or your Designate Person are required to submit the following documents to us for verification purpose during application, registration and / or installation processes:
(a) MyKad (Malaysians) or MyKAS/MyPR (permanent resident); or
(b) Passport (with at least a minimum of twenty four (24) months validity; or
(c) OKU ID; and / or
(d) letter of confirmation and authorization duly signed by the authorized signatory of the company (if the customer is a corporation).

Q4. If I subscribe to any of the Digi Home Fibre plans, would I enjoy free installation service ?

A4. Yes, free installation service is available for Home Fibre 50Mbps, Home Fibre 100Mbps, Home Fibre 500Mbps and Home Fibre 1Gbps.

Q5. If I am not a Digi Postpaid customer, can I sign up for your Digi Home Fibre plans?

A5. Yes, you can subscribe to any of our Digi Home Fibre plans.

Q6. I am a foreigner, can I subscribe to a Digi Home Fibre plan?

A6. Yes, a RM500 deposit will be charged to your first bill.

Q7. Why should I subscribe to a Digi Home Fibre plan rather than a broadband plan?

A7. Digi Home Fibre offers more stable, reliable and higher speeds than the average broadband speeds.

Q1. When and how will the installation date be set up?

A1. If walk in to Digi Store:
You can select and confirm your installation day & time during registration of Home Fibre plan

If Online Registration:
a. Upon successful registration for Digi Home Fibre, you can select your preferred date and time and we will contact you to confirm the appointment for installation at your home.
b.You will receive an email from digihomesupport@digi.com.my to confirm appointment has been set-up between you and installer.

Q2. How long does a standard installation take?

A2. A standard installation process takes approximately 2 hours.

Q3. How can I reschedule a confirmed appointment date?

A3. Please inform us by calling 016-2211800 or walk in back to the dealer store you registered to reschedule.

Q4. Would Digi cover all type of Home Fibre installation cost ?

A4. No, Digi will only cover the cost of standard installation which includes the following elements:
• Fibre cable connection from the nearest Distribution Point (DP) to the outer wall of your premise
• Up to 15m of fibre cable from the outer wall of your premise to the BTU
• Up to 2m of RJ45 cable from the BTU to the CPE.
Non Standard Installation cost will be borne by the customer.

Q5. What is a Non Standard Installation?

A5. Non Standard Installation includes any of the following: Trenching work, non-direct cable routing, underground, concealed or over-roof cabling. Such work must be completed at the customer’s expense and Digi will not be held responsible for the quality or completeness of such work.

Q6. Do I need to be present during the installation day?

A6. Yes, you must be present during installation or designate a person aged eighteen (18) or above to be present on your behalf (the “Designated Person”). If a Designated Person is present on the Installation Date, you hereby agree and authorize the Designated Person to sign the Service Acceptance Form on your behalf.

Q7. I have my own router, can the installer help me to configure the connection to Digi Home Fibre?

A7. Yes, but you will need to pay separately to Digi Authorized installer and Digi will not be accountable for the service quality nor any damage to your equipment.

Q8. What will happen if my fibre installation is not successful?

A8. If your fibre installation is not successful, Digi’s installer will either try to resolve the issue on the day itself or reschedule another session for installation.

Q9. Can I still subscribe to Digi Home Fibre if my house is not within the area of coverage?

A9. You will not be able to subscribe to our Digi Home Fibre Plans. However, you can still subscribe to our broadband plans. Find out more at https://www.digi.com.my/shop/broadband

Q10. What do I need to prepare to ensure the installation goes smoothly?

A10. You will need to prepare 2 power outlets for your broadband equipment.

Q1. How do I make an online bill payment?

A1. There are a number of ways to pay your bill. You can find more information here: https://www.digi.com.my/support/postpaid/billing-information/pay-bill
For more information on paying via your bank account, please check out the following links:
Maybank2u: https://www.youtube.com/watch?v=dKGAf9DPgv0
CIMBClicks: https://www.cimbbank.com.my/en/personal/support/help-and-support/faqs.html
You can find more information on how to pay bills from your banking provider.

Q2. How will I get my monthly bill?

A2. We will send your monthly billing via email and optionally send a paper bill to your house.

Q3. What are the available payment methods for Digi Home Fibre billing?

A3. All existing payment methods are supported including MyDigi (for existing Digi Postpaid customer only), Kiosk, Over the Counter, Online Banking, Debit/Credit Card.

Q1. How long will it take for my fibre service to be reactivated after my account is free from barring or suspension?

A1. It will take at least 1 business day for your fibre services to be reactivated.

Q4. How do I check to see if the promotion has been activated?

A4. Once your service has been activated, your postpaid and fibre subscription fee will reflect the promotional discount on your monthly bill.

Q5. What would happen to my Digi Home Fibre plan if I terminate my Digi Postpaid plan?

A5. In the event of your Digi Postpaid termination, you will no longer enjoy any special rebates from Digi Home Fibre plans. Your plan will be automatically changed to a non promotional price.

Q6. What would happen to my Digi Postpaid plan if my Digi Home Fibre installation is unsuccessful?

A6. Your Digi Postpaid plan will remain active even if your Digi Home Fibre installation is unsuccessful.

Q1. Can I upgrade to a higher speed plan within 24 months?

A1. Yes, upgrades are allowed within Home Fiber plans. Upon upgrade your bill will be prorated based on your usage of your previous plan and the new plan.

Q2. How to change or upgrade my Digi Home Fibre Plan?

A2. You may walk in to your nearest Digi Store to upgrade your Home Fibre plan.

Q3. Can I downgrade to a lower speed plan within my contract period?

A3. No , downgrades are not allowed during the contract period.

Q1. In the event of early termination before contract expiry, what is the penalty amount?

A1. RM500 penalty will be imposed for early termination for all plans.

Q2. In the event of termination, do I need to give any notice to Digi or return any equipment?

A2. No notice is required, just walk into any Digi Store to terminate. You also do not need to return any of the equipment given.

Q3. I am currently subscribed to Digi Home Fibre but I have to relocate to another area. What is the process?

A3. Step 1: Contact our CS hotline 016- 2211800. Inform your interest for relocation 30 days upfront
Step 2: We will call you back in 3 business days to make arrangements. Relocation service is only available at selected areas.

Q4. What should I do if I wish to switch from another service provider to Digi Home Fibre?

A4. You can sign up at Digi Store, Digi Store Express or online at http://digi.my/digihome.
For online registration:
Step 1:Check coverage at http://digi.my/digihome
Step 2:Contact your current Fibre service provider for initiating termination process.
Step 3:Subscribe to your preferred package and we will be in touch to arrange an installation appointment. (only for Online Registration)
Please be mindful of the following: If your existing service is still within the contract period, you may be subject to an early termination fee or penalty by your existing service provider. To ensure you have uninterrupted Internet service at home, do not terminate your existing service before Digi Home Fibre installation is completed.

Q5. I am a non-Malaysian, how would I receive my deposit upon termination of service?

A5. After you terminate our services at the Digi Store, a cheque will be mailed to your billing address within 2 months.

Q1. What is a Mi Box S and who is eligible?

A1. Mi Box S is a 4K Ultra HD Streaming Media Player powered by Android TV, easy to use, supports Google Assistant and Chromecast. Promotion with Mi Box is only available for new subscribers in Penang and Klang Valley as part of our launch offer.

Q2. What can I do with the Mi Box S?

A2. Mi Box S can deliver a world of content on your TV since it is compatible with thousands of apps, giving you access to premium video services and a constant stream of new content. For example you can now watch YouTube, Netflix and Iflix on your TV.

Q3. Does the Mi Box S come with a warranty?

A3. Yes, the Mi Box S will have a warranty period of 1 year and the accessories will have a warranty period of 6 months. For issues related on warranty, customer is to liaise with Xiomi directly.

Q4. What can I do if I face any issues with the Mi Box S?

A4. The warranty service may only be performed by Xiomi or Xiomi authorized service centers. For info please refer to www.xiaomi.com.my

Q5. Do I need to pay for the Mi Box S?

A5. No, the Mi Box S is Free as part of special launch offer in Klang Valley and Penang.

Q6. How will I receive my Mi Box S?

A6. The Mi Box S will be delivered to your address within 14 days from the installation date.

Q7. Does the Mi Box S come with any free subscription service?

A7. A7:No, subscription service is not included. However, you can manage all your various subscriptions under one account with Mydigi subscription. More info at easyadd.my

Q8. What language does the Mi Box S support?

A8. Currently, the device support 68 different languages, including but not limited to English, Chinese (Simplified), Chinese (Traditional), Japanese, Korean.

Q9. How to setup the Mi Box S?

A9. Step 1 - Connect your Mi Box to power, and your TV with the HDMI cable.
Step 2 - Press the power button on the remote to power it on. You will see the Android Marshmallow splash screen, followed by the “Welcome” screen. Here, you can choose your preferred language
Step 3: The box will then ask you if you have an Android phone or tablet handy to complete the set up quickly.
Step 4: Next, connect the Mi Box to a WiFi network, enter the password, and continue.
Step 5: The Mi Box will then connect to your WiFi network, and if the connection is successful, it will attempt to connect you to Google. You will then have to sign-in to your Google Account, in order to set up the Android TV.
Step 6: You will then have to agree to Google’s Terms of Service, Privacy Policy, etc. You will also be given the option to enable Location access for apps, as well as sending anonymous usage data to Google for improving Android TV. After this, the set up will be complete, and you’ll be taken to the main Android TV interface.

Q10. How can I subscribe to Netflix or any other subscription service?

A10. You need to sign up to EasyAdd before you can subscribe to the products on offer. Just go to easyadd.my and click on “Log In / Register” . Explore from our list of partners, select the package you desire and confirm your purchase.

Q11. How do I sign up on Easyadd?

A11. You may log in to EasyAdd with your new MyDigi account. If you have recently created a new MyDigi account via MyDigi App(V8.0.0 above), please login with the same details. If you are currently not a registered MyDigi app user, you may register now on EasyAdd, after which you will be able to login to both EasyAdd and MyDigi App with the same details.

Q12. I am not a Digi customer, can I still sign up to EasyAdd?

A12. Yes you can. You can Register with your non-Digi mobile number, explore EasyAdd subscriptions, and select Pay with Credit/Debit card . All subscription confirmation / notifications will be sent to your email address, please ensure you use a valid email address :)

Q1. How do I benefit with the free trial?

A1. You will be able to experience Digi Home Fibre for free without any upfront payment or contract during the free trial period.

Q2. How long can I try Digi Home Fibre for free?

A2. You can experience Digi Home Fibre for Free till 30 April 2020.

Q3. Who is eligible for the free trial?

A3. This promotion is open for Kota Kinabalu, Penampang, Lahad Datu, and Tawau registered addresses only.

Q4. How do I sign up for the free trial?

A4. You can visit your nearest Digi Store or Digi Store Express at Kota Kinabalu, Penampang, Lahad Datu, and Tawau.

Q5. What happens on 30th April 2020 after the free trial ends?

A5. If we do not receive any request for cancellation from you by 25 April 2020, you are deemed to agree to continue the Digi Home Fibre services at the plan that you have chosen for the Free trial and will be subjected to a 24 months contract. This means your contract will start from 1 May 2020.

Q6. What do I do if I wish to discontinue my Digi Home Fibre service after the free trial?

A6. You have to inform Digi via email at digihomesupport@digi.com.my or alternatively call our Customer Support at 016-2211800 by the 25 of April 2020.

Q7. Do I need to return the router and modem after 30 April 2020 in the event I do not wish to continue with Digi Home Fibre service?

A7. Yes, you will need to return the router and modem on the dismantling day. You have to inform Digi via email at digihomesupport@digi.com.my or alternatively call our Customer Support at 016-2211800.

Q8. Would I be charged if I lost or broke the router or modem during the free trial period?

A8. Yes, in the event the router or modem is lost or broken you will be charged a flat fee of RM300. Customer will need to pay the amount at the point of router and modem collection

Q9. As a dealer, when can I register and schedule free trial for customer?

A9. Dealer can register and schedule installation for the customer from 4 March to 10 April 2020.

Q10. Can I downgrade or upgrade my fibre plan after signing up for the free trial?

A10. During the free trial period (By 30th April 2020), you can downgrade or upgrade your fibre plan. However, upon confirmation of registration, only upgrades are allowed. To select a new plan, customer can email digihomesupport@digi.com.my or alternatively call our Customer Support at 016-2211800.