FAQ: CelcomDigi Fibre Billing Changes

1. Why is my combined billing account being separated?

To improve account management and your overall experience, all combined accounts are being transitioned back to individual billing accounts. This ensures each account is being managed individually, and service interruption on one account will not affect the other account.

2. When will this change take effect?

This change will take effect starting August 2026. If your account is impacted by this exercise, your will be notified via email.

3. Do I need to re-apply or sign a new contract for my fibre services?

No. Your current subscription plans, contract terms, monthly fees, and internet speeds will remain unchanged. Only the way your bills are structured and paid is changing.

4. How do I pay my bills moving forward?

Since your accounts will be split, you will receive a separate bill for each home fibre account. You will need to make a separate payment transaction for each specific account number via our self-service portal, CelcomDigi app, online banking, or authorized payment channels.

5. Can I still make one single lump-sum payment for all my accounts?

No, lump-sum payments for multiple accounts will no longer be supported. To ensure your payments are accurately credited and to avoid any service disruptions, please pay each account individually using its respective account number.

6. Do I need to update my auto-billing settings?

Yes. Because your accounts are being split, your fibre account with the longest length of stay (LOS) will keep your existing account number. Your other account with the shorter length of stay will be assigned a new account number. You will need to set up auto-billing for this new account. Without updated auto-billing information, the new account will not be automatically paid, and you will need to settle its bills manually.

7. How can I view and manage all my separate accounts easily?

You can easily link and view all your individual accounts under a single login profile on the CelcomDigi app. This allows you to track and pay for each account sequentially without needing multiple logins.

8. What happens if I accidentally pay the total amount to just one account?

If this happens, the account you paid will receive an overpayment credit (treated as an advance payment). However, your other account(s) will remain outstanding and risk temporary service disruption. Moving forward, you must pay each account individually.

9. Who can I contact if I have questions about my new individual bills?

You can reach to CelcomDigi Support at +60163331111. We are available 24/7 via calls and WhatsApp.