Celcom XPAX Internet Pass

1. What is an Internet Pass and Unlimited Pass? 
An Internet Pass offers customers more quota of high-speed Internet and Unlimited Pass offers customers unlimited Internet and calls with up to 1Mbps, 3Mbps, 6Mbps or 12Mbps. This pass comes in daily, weekly, or monthly validities. Subscribe now via Celcom life App or dial *118#.

2. What is the Unlimited Pass available for Celcom customers (activate on 1st August 2023 onwards)?

3. What is an Unlimited Internet Pass with 5G?

Unlimited Internet Pass with 5G is an Internet Pass with 5G access, Internet quota and comes in monthly validities.

Unlimited Internet Pass with 5G:

• Available for new or existing Celcom Xpax Customer. 
• Must use 5G compatible device.
• The location within the 5G coverage areas 
• The Internet speed limit for 5G quota is 100Mbps.
• The pass come with auto-renewal feature only.

4. What are the features of the Unlimited Internet Pass with 5G?

5. How do I subscribe and track my Mobile Internet Pass?
You can purchase any subscription service, track, and manage your account via the Celcom Life App or by dialling *118#. 

6. Who is eligible to subscribe to the Mobile Internet Pass?

• All existing XPAX Prepaid customers are eligible to subscribe to all Internet Passes (daily, weekly, and monthly) and all Unlimited Passes (daily, weekly, and monthly).
• New Celcom XPAX customers are eligible to subscribe to all Unlimited Passes (weekly and monthly) and selected Internet Passes (Internet Pass RM3 2GB Daily and Internet Pass RM5 4GB Daily). 

7. What are the benefits of the new Unlimited Passes versus previous Internet Passes?

• The new Unlimited Passes are available to new Celcom XPAX customers only.
• The new Unlimited Passes have their Internet speed capped at up to 1Mbps, 3Mbps, 6Mbps or 12Mbps.
• The new Unlimited Passes come with Unlimited Calls to All Networks.
• The new Unlimited Passes come with a Hotspot quota.
• The  Unlimited Pass (RM38), comes with an Uncapped Speed Internet quota. This means the user is able to have unrestricted Internet speed after activating it on the Celcom Life App and ultimately giving the user a better video streaming, gaming, or online experience. 

8. What do I need to know about the Fair Usage Policy (FUP) for the new Unlimited Passes?

• All the Unlimited Passes are subject to the Fair Usage Policy (FUP).
• This Fair Usage Policy (FUP) applicable for new customers (activation or change starter pack plan starting 7th October 2021).
• Upon Fair Usage Policy (FUP) up to 3Mbps, 6Mbps or 12Mbps been fully utilized, any Internet usages will be reduced speed of 512kbps until pass expire. 
• Below is the Fair Usage Policy (FUP) applied to the Unlimited Internet Passes: 

9. Why is the Unlimited speed reduced to 512 kbps?

• At Celcom, customer satisfaction is of the highest priority. This means we need to ensure that all customers on the Celcom network can enjoy their fair share of data with the highest quality.
• We believe with an Internet speed of 512kbps, users are still able to enjoy a seamless Internet experience provided selected applications (YouTube, Instagram, Tik Tok, WhatsApp & Facebook) on their mobile are optimised when the Internet speed is switched to 512kbps.
• Celcom customers will still enjoy the unlimited internet but at a reduced speed of 512kbps until pass expire. 

10. What can you do with 80GB or 20GB of speed up to 3Mbps, 6Mbps or 12Mbps for the Unlimited Pass?

11. What is the Internet experience with the speed of 6Mbps, 3Mbps & 512kbps?  

12. What are the steps to optimise my mobile phone for YouTube, Instagram, Tik Tok, WhatsApp & Facebook? 

By enabling the below optimization steps automatically, you can improve your video and app experience where it will be loaded and viewed faster.

13. What do I need to know about the Hotspot Quota for the new Unlimited Passes?

• The Hotspot is enabled for weekly and monthly Unlimited Passes.
• The Hotspot service will be disabled once the free hotspot quota is fully utilised.
• The FREE Hotspot quota is as below:

14. What do I need to know about the Unlimited Calls to all networks for the new Unlimited Passes?

• Unlimited Calls to all networks are enabled for any weekly and monthly Unlimited Passes.
• The Unlimited Calls apply to all networks and for domestic usages only (i.e. within Malaysian networks) excluding video calls, calls to toll-free numbers, or numbers with special charges (i.e. 1-300/1-800/600, 121, TM100, 1MOCC, IDD calls to Singapore & IDD/border calls to Brunei).
• Unlimited Calls to all networks for Unlimited Passes are for standard person-to-person calls or texts and not for any commercial and/or non-personal usage. Non-standard usage includes but not limited to non-multiple simultaneous calling, conference calling, re-supply, call centre usage, telemarketing, bulk messaging, application-to-person communication, continuously call forwarding, auto-dialling, machine-to-machine communication (including using your SIM card in any other devices), Cellular Trunking Units (CTUs), or any other activity Celcom considered to be non-standard usage.

15. What do I need to know about iQIYI VIP access for the new Unlimited passes? 

Any subscription of Unlimited Internet RM43 Monthly, RM50 Monthly & RM53 Monthly will be able to enjoy VIP Access on iQIYI’s mobile application for 30 days starting from the subscription date. 

Multiple subscriptions of Unlimited Passes that come with iQIYI VIP access during the validity period are not allowed.

16. What do I need to know about the Uncapped Speed Internet for the new Unlimited Passes?

• Uncapped Speed Internet quota means the Internet speed will not be limited to 3Mbps, 6Mbps or 12Mbps.
• Selected Unlimited Passes come with an Uncapped Speed Internet quota and are subject to the quota and validity period of the Unlimited Passes. 
• You need to redeem the Uncapped Speed quota via the Celcom Life Apps within the Unlimited Pass validity.
• Upon full utilisation of the Uncapped Speed quota, the subsequent Internet quota will be deducted from the base Unlimited quota for the Unlimited Pass. 

17. What is the usage priority for the Mobile Internet Pass?

1. 5G Internet quota
2. Internet Passes (High-Speed)
3. Uncapped Speed
4. Unlimited Passes (up to 12Mbps) 
5. Unlimited Passes (up to 6Mbps)
6. Unlimited Passes (up to 3Mbps)
7. Unlimited Passes – Reduced Speed (512kbps)
8. Basic Internet (64kbps)

18. What happens to my unused Internet Quota when my Mobile Internet Pass subscription renews? 

• Unused Internet quota balance for Internet Pass (High-Speed) will be rolled over and stacked upon renewal.
• However, unused Internet Quota for NEW Unlimited Passes (up to 1Mbps and/or 3Mbps and/or 6Mbps and/or 12Mbps) will NOT be rolled over and stacked upon renewal.

19. What happens if I do multiple subscriptions of the existing Internet Passes?

• The Internet quota of the latest subscription (e.g. Monthly RM30 50GB) will be stacked with the Internet quota of the previous subscription (e.g. Weekly RM10 2GB).
• The current validity of the Internet Pass will follow the latest subscription validity.

20. What happens if I do multiple subscriptions of the new Unlimited Passes?

• The Internet quota of the latest subscription (e.g. Monthly RM35) will overwrite the Internet quota of the previous subscription (e.g. RM12).
• The Hotspot quota of the previous subscription will overwrite the Hotspot quota of the latest subscription.
• The current validity of Unlimited Pass and Hotspot quota will follow the latest subscription validity. 

21. What happens if I do multiple subscriptions of the Unlimited Pass and existing Internet Pass?

Unlimited Pass + Internet Pass

• The Internet quota and Hotspot quota of the Unlimited Pass (e.g. Weekly RM12) and the Internet quota of the existing Internet Pass (e.g. Daily RM3) will be in different data buckets.
• Each pass will expire based on its respective subscription validity.
• Subscription of Hotspot Add On and Speed Add On is NOT allowed because of the latest subscription of the Internet Plan (e.g. Daily RM3).

Internet Pass + Unlimited Pass

• The Internet quota of the Internet Pass (e.g. Daily RM5) and the Internet quota and Hotspot quota of the Unlimited Pass (e.g. Monthly RM35) will be in different data buckets.
• However, freebies (Unlimited Late Night YouTube) of the existing Internet Pass shall be forfeited upon subscription of the Unlimited Pass.
• Each pass will expire based on its respective subscription validity.
• Upon expiry of the Internet Pass, only the latest subscription (e.g. Monthly RM35) shall be renewed automatically.
• Any unused balance of the existing Internet Pass will be forfeited upon renewal.

22. How can I check my Internet balance quota and validity?
Check and manage your account via the Celcom Life Apps or dial *118*1*1*2#.

23. Will my Mobile Internet Pass auto-renew?
Yes, all Internet Pass Weekly and Monthly come with an auto-renewal feature. Internet Pass Daily, however, does not have the auto-renewal feature. 

24. Can I stop auto-renewal for the Mobile Internet Pass?
Yes. You may stop auto-renewal via the Celcom Life Apps or dial *118*2*9*1#.

25. What will happen if a customer doesn’t have sufficient credit upon renewal?
Auto-renewal will fail and customers need to reload and re-subscribe to their Mobile Internet Pass.

26. What happens when my Internet Pass quota is fully utilised before the expiry date? Will I be charged on a pay-per-use basis?
Don’t worry, all Internet Passes (High Speed) come with unlimited basic Internet (64kbps) with the same validity period as your Internet Pass. You can also buy more Internet via the Celcom Life Apps or dial *118*2*9*1#.

27. When exactly does my Mobile Internet Pass Weekly and Monthly expires?
The Mobile Internet Pass Weekly will be valid until 11:59 P.M. on the 7th day after the successful subscription of the plans. Whereas the Mobile Internet (MI) Pass Monthly will be valid until 11:59 P.M. on the 30th day after the successful subscription of the plans.

28. Am I able to do tethering/hotspot to another device(s) or desktop?
Yes. Tethering/Hotspot will be enabled for any Internet Passes.

29. What is the new Perpetual Auto-Renewal feature all about?  

The new Perpetual Auto-Renewal feature is when you subscribe to an eligible MI pass, the MI subscription is always active whenever you have sufficient wallet balance in your account. In the event you do not reload, there is no MI subscription active in any of the months. However, the previous eligible MI subscription will always be continued whenever you reload with sufficient wallet balance.  

30. What is different with my current Auto-Renewal behavior when I subscribed to MI pass?  

The current auto-renewal behavior is the MI subscription will only stay active when you have sufficient wallet balance in cumulative months. However, whenever you do not remain active with sufficient wallet balance, the auto renewal of the MI subscription will be stopped and removed from your account. Hence, you need to manually subscribe to the preferred MI once you reload with sufficient wallet balance. 

31. Are there any changes to the auto-renewal feature on current MI pass? 

Yes. Effective 3rd October, there will be a new auto renewal feature for eligible MI passes. After the expiry of the MI subscription with insufficient wallet balance, the MI pass will be in non-active state. If there is a sufficient wallet balance, the previous MI subscription will continue to be renewed. This new perpetual auto-renewal for eligible MI passes as below: 

• Xpax Prepaid Unlimited 25
  
• Xpax Prepaid 5G 48  
  
• Xpax Juara Kombo Prepaid 35 

32. If I subscribe to multiple of these eligible MI passes of new auto-renewal, which one will be renewed? 

If you subscribe to the second subscription of the eligible MI pass, your first MI pass will be removed but the validity will remain until it expires. The perpetual auto renewal will be based on the latest MI pass subscription.