CelcomDigi Fibre Add-Ons: Digital Trust Services

Internet Security by F-Secure

About Internet Security by F-Secure

1. Do I need to sign up for a new CelcomDigi fibre plan first before I can purchase the Cyber Security by F-Secure add-on? Can I only purchase this add-on if I’m on the 300Mbps plan and higher?
All subscribers of CelcomDigi fibre, regardless of their plan speed, can purchase the Cyber Security by F-Secure add-on. 

2. What is Internet Security by F-Secure and what does this protection cover?

Internet Security by F-Secure provides comprehensive device protection with features such as antivirus, spyware, and malware prevention, ransomware protection, secure browsing, detection of harmful sites, VPN for privacy, and parental control. Together, these features create a strong defense against various online threats, ensuring the security of your device and personal data.

3. What is the cost of Internet Security by F-Secure? 

4. What happens if I switch to a new device? Can I transfer the protection?
If you switch to a new device, you can transfer the protection. However, please note that the number of devices covered is as per your subscribed plan, and the duration of your device protection remains in accordance with your start and end date.

5. I subscribed to the 10-device plan and activated it on December 20, 2023. Currently, I've used protection for 7 devices. Will the coverage for the remaining 3 devices still last until December 20, 2024, like the other 10 devices?
Protection for all 10 devices whether utilized or not, will run from 20 December 2023 to 19 December 2024.

Installation Guide for Internet Security by F-Secure

1. Is the device protection compatible with my operating system?
Yes, F-Secure device protection is designed to be compatible with a range of operating systems such as Android, iOS, Windows and Mac, ensuring comprehensive security across various platforms.

2. How do I install the device protection on my device?

Kindly refer to the table below for the links:

Troubleshooting and Other Queries for Internet Security by F-Secure

1. What should I do if I encounter technical issues with the protection?
If you encounter technical issues with the protection, you can find helpful information to resolve them on the F-Secure community forum here. Login with your F-Secure user ID to access this forum. Alternatively, you may chat with an expert through the chat button here.

2. Is there a Customer Care number I can contact if I'm facing issues?
If you encounter any issues, feel free to reach out to our Customer Care team. They are available Monday to Friday from 9 am to 6 pm at +603-9212 6685. Please note that they are closed on public holidays.

3. What is the refund or cancellation policy if I no longer need the protection?

Unfortunately, refunds are not available after payment. However, you can easily manage your subscriptions within the F-Secure app under your account settings.

Cyber Insurance Protection by Oyen

About Cyber Insurance Protection by Oyen

1. Do I need to sign up for a new CelcomDigi fibre plan first before I can purchase the Cyber Insurance Protection by Oyen add-on? Can I only purchase this add-on if I’m on the 300Mbps plan and higher? 
All subscribers of CelcomDigi fibre, regardless of their plan speed, can purchase the Cyber Insurance Protection by Oyen.

2. What is Cyber Insurance Protection by Oyen and how does it protect my family and I?
Security Insurance (sometimes also referred to as cyber insurance), is a financial safety net designed to protect against the potentially devastating consequences of cyberattacks, data breaches, and other online threats.

3. What is the cost for Cyber Insurance Protection by Oyen what are the different types of cyber risks covered?

4. What are the eligibility requirements for Cyber Protection Insurance by Oyen that covers my children against identity theft and cyberbullying?
The plan above provides coverage for:

1. A limited number of children (up to 4)
2. Children who permanently reside with you 
3. Children under the age of 18
4. Unmarried children

5. How long does it take for my insurance coverage to become effective after payment?
Your insurance will be in effect once you receive the official policy from Oyen via email. The start and end dates of the policy will be clearly stated in the certificate, which you will receive within 3 working days of your successful purchase. Please note that you are subject to checks to ensure you have a legitimate CD fibre plan and meet all eligibility criteria.

Claims Process for Cyber Insurance Protection by Oyen

1. How do I submit a claim?
If you require urgent assistance, please call our Incident Response Team immediately at +60340657083. Alternatively, you can submit your claim through: cd.oyen.my/claims. Ensure that this is done within 72 hours of the initial discovery, as cyber events are time-sensitive.

In cases where the claim is apparent, please make a police report within 24 hours, if relevant, as it significantly aids the claim process.

When using the claims portal, enter the email address used to purchase your policy. This step validates the existence of a valid policy before granting access to the claims submission page

2. What are the exclusions in this policy?

1. Mass Cyber – Attack
   Attacks by cyber criminals on many computers and networks.
2. Bodily Injury
   Any physical harm, or mental harm including related costs, services or death.
3. Business Activities
   Losses from your business or professional work, including business bank accounts.
4. Confidence Scams
   Scams where someone tricks you by pretending to be interested in a relationship, investment, or other deals.
5. Currency
   Any virtual or cryptocurrency losses.
6. Dishonest Acts
   Losses from any illegal acts you willingly took part in.
7. Infrastructure Failure
   Losses due to power cuts or telecom services breaking down.
8. Lost or Stolen Cards
   Losses from your lost or stolen plastic cards.
9. Prior Matters
   Losses from issues you knew about before the start date of this policy.
10. Voluntary Disclosure
    Losses from sharing your security details which then led to fraud or other listed issues.

Troubleshooting and Other Queries for Cyber-security Insurance Add-On by Oyen

1. Is there a Customer Care number I can contact if I'm facing issues?
For general enquiries, can reach out to Oyen at +60162996840 via WhatsApp or Phone Call (Monday to Friday, 9AM to 5PM) For help following a cyber incident, can reach out to Telephone Hotline: +60392121088 (Monday to Friday, 9AM to 6PM).

2. What is the refund or cancellation policy if I no longer need the protection?

Unfortunately, refunds are not available after payment. You will continue to be protected until your policy expires.