FAQ: CelcomDigi PhoneFIX

Frequently Asked Questions: CelcomDigi PhoneFIX

1. What is PhoneFIX?

PhoneFIX is an affordable device coverage subscription exclusively for CelcomDigi customers. It helps customers to fix damaged phones without the burden of high costs. It is open to newly purchased or currently used devices from most major brands and models, subject to CelcomDigi’s PhoneFIX terms and conditions.

2. Who is eligible for PhoneFIX?

PhoneFIX is available to all CelcomDigi customers as long as the device is listed as an eligible model and passes all required diagnostic tests. Please note that only one device can be registered for each CelcomDigi mobile number or plan.

3. How can I subscribe to PhoneFIX?

You may subscribe via the CelcomDigi App > Shop > Security > PhoneFIX.

4. I’m an existing CelcomDigi’s customer. How many devices can I enroll in PhoneFIX?

You can register one device no matter where the device is bought per mobile number. 

5. I have a multi-SIM device. Can I enroll in PhoneFIX?

Yes. The primary IMEI of your device will be registered as the reference for your PhoneFIX coverage.

6. Can I subscribe PhoneFIX for SIM-enabled wearables such as smart watch?

No. For now, SIM-enabled wearable devices are not eligible.

7. What fees do I need to pay when I subscribe to PhoneFIX?

There are two types of fees:

1. Subscription Fee – Charged monthly, billed to your postpaid account.
2. Service Request Fee – Charged each time you request a repair service. This is paid directly to our partner, SwapAsia, via Bank Transfer, Credit/Debit Card and E-Wallets.

All fees exclude 8% SST.

8. Is there a contract period for PhoneFIX?

No. PhoneFIX is a monthly subscription that auto-renews without a contract.

1. Postpaid customers – The service continues with your mobile plan.

9. What happens to my PhoneFIX if I don’t pay my bill?

1. Postpaid customers – Service will be terminated if your account is suspended or barred.

10. Will my PhoneFIX subscription carry over if I change my mobile plan?

Yes. Your PhoneFIX subscription will be carried over to your new CelcomDigi plan.

11. Can I keep my existing PhoneFIX subscription if I change my mobile number?

No. Your PhoneFIX subscription will be terminated. You may re-enroll with your new number through the CelcomDigi App, subject to enrolment conditions.

12. I have signed up for PhoneFIX and would like to purchase a new device. What do I need to do?

You can choose to:

1. Keep PhoneFIX on your current device, or
2. Enroll the new device for PhoneFIX by cancelling the current subscription and enrolling PhoneFIX on the new device, subject to enrolment conditions.

Once the new device is enrolled, the coverage for your old device ends, and a new subscription is activated for your new device based on its retail price.

13. What will happen to my PhoneFIX plan if my device was replaced under manufacturer warranty?

You must provide proof of device exchange from the manufacturer upon service request. Without this proof, your service request will be rejected as your new device will not be automatically enrolled under PhoneFIX. However, you may re-enroll your new device under PhoneFIX, subject to enrolment conditions.

14. How do I submit a repair service request?

You’ll need to submit your request within 7 days of the damage, and before your subscription period ends. 

1. In the CelcomDigi app, go to Lifestyle -> My Subscriptions -> PhoneFIX -> Submit Service Request. 
2. Alternatively, you may submit your service request via our Partner’s website here.

Our partner will then contact you to collect the Service Request Fee. They will guide you to the nearest Authorised Service Centre. You’ll need to hand over your registered device there for repair.

Note: All services are provided by our partner, Swap Device Solutions Sdn. Bhd.

15. Who will repair my device under PhoneFIX?  

All repairs are performed exclusively at our Partner’s authorised service centre using genuine or equivalent-quality parts to protect your device’s integrity. Each repair is also covered with a 6-month warranty for your peace of mind.

16. Are there any additional charges besides the service request fee? 

No, there are no additional charges for the repair service apart from the service request fee. For Oppo and Vivo devices, you may be required to pay the full repair cost upfront. Any excess amount will be refunded to you by our Partner after the repair.

17. What happens if I submit a repair service request after seven (7) days of the damage?

Your request will not be accepted, and no repair service will be provided.

18. My device screen is cracked and unable to access, can I submit repair service request online using my other devices?

Yes. You can submit your repair request through our web portal here.

19. Do I need any documents to request a repair?

No documents are required as long as:

• Your PhoneFIX subscription is active,
• There is no call bar on your CelcomDigi account, and
• Your device has not been replaced under the manufacturer’s warranty.

20. What happens if my device has been stolen or lost?

PhoneFIX does not cover lost or stolen devices. You must cancel your subscription to avoid the next monthly fee.

21. My device cannot be turned on or the IMEI cannot be detected, will my service request still be accepted? 

Yes. We will accept based on the same make and model as the originally registered device. However, if the IMEI is later found to be different, the repair request will be rejected. 

22. How many times can I repair my device?

You can make up to three repair requests within a rolling 12-month period from the date of your first request. 

Example: If your first request is on 1 August 2024, you may make your 2nd and 3rd requests any time before 1 August 2025. A 4th request can only be made after 1 August 2025.

23. I have submitted a service request , but I didn’t receive any call after 2 days. What should I do?

Please contact our partner’s helpline at 03-7940 2099 (Monday– Friday, 9am–6pm, excluding public holidays) for assistance.

24. I changed my mind after I submitted and paid for the repair service request. Can I get a refund before I deliver my damaged device?

Yes, you may request a refund of the service request fee if you decide to cancel before submitting your device for repair. 

25. I’m unable to send my damaged device to the preferred authorised service centre location. Is there any option available for me?

You may contact our partner to request a change to a different authorised service centre location.

26. How long does the repair service take after I deliver my device?

The repair time depends on your device’s condition and parts availability. The authorised service centre will provide you with an accurate estimate once they receive your device.

27. What happens if my device cannot be repaired?

If your device is assessed as unrepairable, please contact our partner, Swap Asia, once your device has been collected. Swap Asia will refund the service request fee and offer you an alternative option for your service request. 

28. Can I opt out for PhoneFIX?

Yes. You can cancel your PhoneFIX subscription anytime through the CelcomDigi App.

29. I cancelled my PhoneFIX subscription. Can I still make a service request? 

Yes. Your PhoneFIX protection stays active until the end of your current subscription period, so you can still raise a service request before it expires.  

30. Can I resubscribe to PhoneFIX after cancelling my plan?

Yes. You can resubscribe subject to CelcomDigi PhoneFIX’s Terms & Condition.

Offer: RM1 for 1st month for new user

1. What will I enjoy with this offer?

This promotion is exclusive to subscriptions via the CelcomDigi app, where subscribers will enjoy their first month of PhoneFIX for only RM1, with no contract commitment, when they sign up before 31 March 2026.

2. When is the campaign period?

20th November 2025 to 31st March 2026.

3. Who is eligible to enjoy this offer?

This offer is available to all CelcomDigi Postpaid customers who subscribe to PhoneFIX for the first time from 20th November 2025 to 31st March 2026.

4. What happens to my PhoneFIX subscription at the end of the first month?

Your PhoneFIX subscription will auto-renew at the end of the month to ensure that your device protection remains uninterrupted, unless you cancel the subscription before the renewal date. After the initial first month, the PhoneFIX subscription will resume at the standard price upon renewal.

For more information, please refer to the above PhoneFIX FAQ.