CelcomDigi Fibre plans, installation and billing FAQs

Frequently Asked Questions

Note: Your first bill includes a pro-rated monthly fee and a one-time RM10 processing fee. Rebates may start 60 days after service activation, full payment may be required for the first two bills 

1. What is CelcomDigi Fibre?

CelcomDigi Fibre is a home broadband service that comes with ultra high-speed, unlimited Internet at an affordable price.

2. What are the plans and monthly fees?

3. Who can sign up for CelcomDigi Fibre?

Anyone who is 18 years old and above can sign up for CelcomDigi Fibre. Please note that if you are a foreigner, a RM300 deposit will be required.

4. How do I sign up for CelcomDigi Fibre? 

Just fill up this form here and our staff will be in touch to make arrangements. Alternatively, you can walk into the nearest CelcomDigi store. 

5. Do CelcomDigi Fibre plans come with any devices?

Good news! All our plans come with FREE mesh-enabled WiFi routers, as below:

If you upgrade or downgrade your plan during your commitment period, will not receive a new mesh node.

6. I’m a postpaid customer, do I get to enjoy any offers for fibre?

All new and existing postpaid customers with eligible plans can enjoy up to RM60 monthly rebate on your fibre plan.

*Any monthly fibre rebates may take up to 60 days to start being reflected in your fibre bill. The monthly rebate is for 24 months only.
**Existing Postpaid customer will enjoy monthly Campaign Rebate benefits for 24 months as stated above

7. What is the eligible postpaid plan? 

You must be on CelcomDigi Postpaid 5G 60 SE and above to enjoy the monthly rebates. 

8. How long will the monthly rebate be granted? 

You will enjoy the rebates for 24 months if the postpaid line remains active. 

9. I just got my first fibre bill. Why don’t I see any rebates? 

It may take up to 60 days for any rebates to be reflected in your fibre bill. 

Hence in month 1 and month 2 you may still need to pay the full amount. But rest assured if that happens, you will enjoy your monthly rebates on month 3 onwards.

Here’s how rebates reflected in the 2nd month work:

Alternatively, your rebates may be reflected starting in the 1st month:

10. Will I still be eligible for the promotion if I subscribe during the promotion period but schedule installation after it ends?

Yes, you will still be eligible for the offer if you register during the promotion period.

11. Does CelcomDigi Fibre come with a contract?

Yes, all new CelcomDigi Fibre plans come with a 24-month contract.

12.  How do I terminate my CelcomDigi Fibre plan?

You can walk into the nearest CelcomDigi Store we’ll assist you or chat with us online via WhatsApp. Here are the steps that you should know:

1. We will check and provide pre-final bill for you to clear the outstanding bill first.
2. Our representative will call you within fourteen (14) days to do confirmation on termination your request.
3. Upon bill settlement, your termination order will be processed.
4. You do not have to return your devices upon termination successful. 

13. What happens if I terminate my CelcomDigi Fibre within the contract period?

Early termination of CelcomDigi Fibre will incur a penalty. The number of remaining contract months x monthly fee or RM500, whichever higher, will be imposed as an early termination penalty.

14. Am I allowed to change my CelcomDigi Fibre plan?

Yes, you are allowed to upgrade or downgrade your CelcomDigi Fibre plan at any time even during the contract period. Upgrades and downgrades are free of charge, however for each downgrade request, your contract will be refreshed to a new 24-month contract. You must ensure you are not contracted with a mesh node before making a downgrade request. For any upgrade, your contract will be carried forward for a full 24-month contract.

15. What will happen to my Fibre rebates if I change (upgrade) my CelcomDigi Fibre plan?

Your monthly rebate and campaign rebate will be based on your most recently subscribed plan and continue for the remainder of the 24-month period.

16. How can I change my CelcomDigi Fibre plan?

Just reach out to us via WhatsApp and we will be in touch to make arrangements.

17. I’m a new 1Gbps customer with free premium WiFi 7 router, am I allowed to change my CelcomDigi Fibre plan?

Yes, you may upgrade your CelcomDigi Fibre plan to a 2Gbps plan. You will not be able to downgrade your plan during the contract period.   

18. Can I get a replacement if my router is faulty or not working properly?

Yes, we can assist you with a router replacement based on your contract status:

• If you are still within your contract period, you are eligible for a free router replacement.
• If your contract has ended, you can either:

a) Recontract for 12 months to get a free replacement, or

b) Purchase a new router for RM300 without any contract. The amount will be charged to your bill.

However, in cases where the router is faulty due to customer negligence, a RM300 charge will still apply, regardless of the contract status.

19. Can I use a third-party mesh system with my CelcomDigi TP-Link router?
Yes, the CelcomDigi TP-Link router supports EasyMesh technology. You can pair it with other TP-Link routers that also support EasyMesh, such as models from the Archer series, to create a seamless mesh network.

However, do note that TP-Link Deco series routers use a different mesh protocol and are not compatible with the CelcomDigi TP-Link router.

20. Can I relocate my CelcomDigi Fibre service?

Yes, you may relocate your CelcomDigi Fibre service subject to coverage availability. Just walk in to any CelcomDigi Store or chat with us online via WhatsApp to submit your relocation request, and make sure you bring the current equipment to the new address at the time of installation. Your fibre service account that you wish to relocate must be in active status.
 

You will also be able to enjoy the latest promotional offer and be re-contracted for 24 months upon successful relocation.

If your new address is not in CelcomDigi Fibre coverage, you will be offered 5G Home WiFi as an alternative until a fibre port is provided. However, if this option is not acceptable, early termination penalty of fibre account will be imposed if you are still within contract.

21. Can I transfer my CelcomDigi Fibre service to another person?

Yes. Transfer of ownership is allowed only when your CelcomDigi Fibre service is no longer under an active contract. If the CelcomDigi Fibre service is still under contract, early termination charges may apply.

Required documents: 

• Valid ID of the current owner
• Valid ID of the new owner

Transfer of ownership requests can only be done at CelcomDigi Stores. Please visit our nearest CelcomDigi Store to proceed.

22. Can ownership be transferred if the CelcomDigi Fibre account holder has passed away?

Yes. Transfer of ownership is permitted for deceased CelcomDigi Fibre account holders. Contract obligations and penalties will be waived, except where an active device contract is associated with the account.

Required documents:

• Death certificate of the account holder (for deceased cases)
• Proof of relationship document with the deceased owner (marriage certificate or birth certificate)
• Valid ID of the new owner

23. What happens to my CelcomDigi Fibre contract after a successful transfer of ownership?

Upon successful completion of the transfer of ownership, the new owner shall be subject to a new contract term and period applicable to the subscribed service and plan.

24. Are there any outstanding payment requirements before I request for transfer of ownership?

Yes. Any outstanding bills or charges on the account or outstanding device payments must be fully paid before the transfer of ownership request can be processed.

25. What type of IP does CelcomDigi Fibre run on?

CelcomDigi Fibre plans run on Private Dynamic IP.