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Service Specific Terms & Conditions (“SSTC”) – Maxis Home Fibre (previously known as “Maxis Fibre Broadband”)

Version [8 March 2024]

  • General

    1. The Service: Maxis Home Fibre 30Mbps, 100Mbps, 300Mbps, 500Mbps, 800Mbps, 1Gbps or 2Gbps.
    2. You: Person(s) signing up for the Service.
    3. The use of the Service is subject to the General Terms & Conditions (“GTC”), Service Specific Terms & Conditions (“SSTC”), Maxis Fair Usage Policy and any other applicable terms and conditions, all at https://www.maxis.com.my/en/terms-conditions/personal/general/maxis-fair-usage-policy/ and www.maxis.com.my/en/terms-conditions
    4. Capitalised terms herein have the same meaning as defined in the GTC.
    5. Any conflict or inconsistency between this SSTC, the GTC and Summary Terms and Conditions (“STC”), shall be construed in the following order of precedence: (a) SSTC; (b) GTC; and (c) STC.
    6. We reserve the rights without liability, to revise this SSTC, the Service and our pricing. Where reasonably practicable, we will give you reasonable advance notice of such changes and all previous versions of our user guides or leaflets will be superseded. You accept you are responsible for regularly reviewing information on the Service at https://www.maxis.com.my/en/tnc/personal/, including changes to the Agreement. If you do not accept such revisions/changes, you are entitled to terminate the Service and/or the use of the Service in accordance with the Agreement by giving us notice within fifteen (15) Working Days from the Effective Date failing which you are assumed to have accepted the changes. Save where terminated in accordance with the Agreement, any continued use of the Service (after the Effective Date of any revision/change to the terms and conditions of the Agreement and/or Service) shall constitute unconditional acceptance by you of such revisions/changes and you shall be bound by the same.

  • Availability of Service

    1. The Service is only available in certain coverage areas. Call 123 (from your mobile), 1800 82 1123 or log onto Maxis Broadband Coverage Checker to check if you are within the coverage area.
    2. We will endeavour to call you within 7 days of your application for the Service to inform you of acceptance or rejection of your application. Provision of the Service is at our sole discretion.
    3. If you are signed up with a fibre package not provided by Maxis and are interested to sign up to our Maxis Home Fibre packages, you are advised to contact us for further assistance prior to termination of your existing service.

  • Eligibility

    1. You are ineligible for the Service if you have any outstanding payments with us.
    2. This Service is inapplicable to you if you are a commercial user and/or bulk subscriber.
    3. The provision of Service is contingent on your installation address (“Premises”) being-fibre ready and having a termination point within the Premises. In the instance your Premises is fibre-ready and has a termination point, but there are other issues arising (including but not limited to fibre port(s)), we will endeavour to assist in solving said issue. We shall not be held liable for such other issues.

  • Charges

    1. The applicable Charges and rate table guide for the Service are as follows:
      1. if you have signed up for the Services before 27 October 2023: please refer to the Appendix of this SSTC; and
      2. if you have signed up for the Services on or after 27 October 2023: please refer to our official website at https://www.maxis.com.my/en/broadband/.

      Charges displayed do not include applicable taxes.

  • Commitment Period and Duration of Service

    1. The Service commences on the date of successful onsite installation of the Maxis Equipment at your premises (“Activation Date”) and for a minimum period of twenty four (24) months from the Activation Date (“Commitment Period”). We reserve the right to charge you the following early termination charge if you terminate the Service before the end of the Commitment Period:

      Monthly charges (RM) x Remaining month(s) of the Commitment Period.

      After the Commitment Period, the Service shall continue automatically until you terminate the Service in accordance with this SSTC.

    2. If you signed up for Maxis Home Fibre 500Mbps and 800Mbps before 8 December 2022, you will be provided with two (2) units of Mesh WiFi as part of your plan with no extra charge (“Free Mesh WiFi”). We have the right to impose on you an additional device remaining balance charge for the Free Mesh WiFi (as per Clause 15A below) in the event you, within the Commitment Period:
      1. terminate your Maxis Home Fibre plan; or
      2. change, switch or convert your existing Maxis Home Fibre plan to any of the new Maxis Home Fibre plans launched on 27 October 2023 (including the rate plan with the same or lower speed, but excluding any upgrade of speed).
    1. 15A. The additional device remaining balance charge for the Free Mesh WiFi will be calculated as follows:
      • [(Device(s) Recommended Retail Price (RRP) ÷ 24 months)] x Remaining month(s)]

  • Deposit & Billing

    1. A deposit of RM300 is chargeable for non-Malaysians subscribing for the Service.
    2. Non-payment of any one of the Service package / plans may result in suspension or barring of all or a part of the Service until the outstanding amount is paid.

  • Installation of Service and Restoration Appointments

    1. You will receive a call from us within 5 days upon registration of the Service confirming your installation appointment date and time for the Service. 
    2. You consent for us and/or our agents gaining access to your Premises, with prior notice to you, to place a router, dongle, Digital Enhanced Cordless Telecommunication Phone (“DECT”) phone and/or modem (comprising either the Optical Network Terminal (“ONT”) or Broadband Termination Unit (“BTU”) as the case may be) (collectively referred to as “Maxis Equipment”) and install the Service. Installation will be at the Premises as per the address you provide us. We shall not be held liable for installation issues arising from errors in details of the Premises given by you. Installation of the Service will take approximately 6-7 hours and you must agree to the drilling area before we begin installation.
    3. If there is an existing TM BTU installed at the Premises, then the Service will be installed and configured to the existing BTU for fibre infrastructure only. No additional BTU will be provided.
    4. You must be present during installation or designate a person aged 18 or above to be present on your behalf for installation of the Service, failing which we will not proceed with the installation.
    5. Standard installation, covers up to a cumulative total of 100 metres from the nearest fibre termination box to the access termination box (e.g. the first 85 metres (outside your home) from the nearest fibre distribution panel to the termination box and the first 15 metres (inside your home) from the termination box to the access termination box, or any variation thereof). If the length required at your Premises exceeds the said allocated amount, you will have to bear any extra charges (RM35 for every 5 meters). The installation provided is of standard specifications (over wall with clip or cable casing only). Costs for non-standard installations, such as over the ceiling, underground ducts, concealed wiring, etc. will be borne by you.
    6. If you are relocating, you must provide us one (1) month prior notice of your relocation. Any relocation will subject to (i) the Service coverage area; (ii) a Service relocation fee of RM300; and (iii) the continuance of your Commitment Period, if any. We may terminate the Service with notice to you if the Service cannot be provided and/or is not available at your relocated Premises, and you may be required to pay the early termination charge as provided in Clause 14. You shall be required to bring over the Maxis Equipment (which includes accessories for equipment connected to the Fibre Wall Socket of your Premises) to your new Premises in order to continue the Service, failing which, the performance or availability of Service provided to you may be affected.
    7. In the event that you are not ready for installation upon our visit to your Premises, installation of the Service will be deferred. You will resolve any issue (being the cost of the deferment) and reschedule a new installation date within 21 days from the cancelled date. Failure to re-schedule an appointment date will result in your application being terminated, and you will be charged accordingly. Maxis shall not be held liable for any further delays due to deferment.
    8. Depending on the Maxis Home Fibre plan you subscribe to, you may be provided with a DECT phone. In the instance you subscribe to a plan without a free DECT phone, you will need to purchase your own DECT phone for use. In any case, you agree to accept the phone number assigned to you before we activate the Service.
    9. Maxis reserves the right to charge you RM80 where Maxis installers are required to be on-site to provide non-Maxis related support and/or rectify non-Maxis related issues with regard to the installation and/or use of the Service.
    10. For installation appointments:
      1. Any appointments for Maxis to visit your Premises for installation will depend on Maxis’ availability of appointment slots. Maxis reserves the right to charge you RM150 for any expedited appointment requests such as next day or Rest Day* appointments.
        *”Rest Day” for the purpose of this clause means (a) Friday for the states of Terengganu, Kelantan, and Kedah; (b) Saturday for the states of Johor; and (c) Sunday for the remaining states. For the avoidance of doubt, there will be no appointment available during public holidays.
      2. You must inform us three (3) days prior to the appointment date for any rescheduling or cancellation of appointment. Maxis reserves the right to charge you (i) RM200 for any late rescheduling or cancellation of appointment; and/or (ii) RM200 if you are not contactable or not at your Premises on the appointment date.
    11. For restoration appointments:
      1. You must inform us at least one (1) day prior to the appointment date for any rescheduling or cancellation of appointment.
      2. Maxis reserves the right to charge you (i) RM100 for any late rescheduling or cancellation of an appointment; and/or (ii) RM100 if you are not contactable or not at your Premises on the appointment date.

  • Equipment

    1. You are responsible, at all times, for the safety of Maxis Equipment in your Premises.
    2. The Maxis Equipment provided on installation has a warranty that is effective throughout the Commitment Period (“Warranty Period”). You are free to purchase your own WiFi router and other equipment for using the Service, but we shall not in any way warrant the quality of the Service from the WiFi router and other equipment of your choice.
    3. For issues with Maxis Equipment or for assistance on other technical matters relating to the Service, please call 1800 82 1123 from any line, or 123 from your Maxis mobile line.
    4. Any request for new and/or replacement of any Maxis Equipment (for e.g. the router) may subject to a new Commitment Period of twenty-four (24) months.

  • Equipment Warranty

    1. Warranty applies to the Maxis Equipment which cover manufacturing defects within the Warranty Period. You agree that repairs, defects, and/or faults shall be subject to the applicable warranty issued by Maxis.
    2. The warranty does not cover:
      1. damage, lost, stolen or defects caused by any act, omission, misuse, negligence including usage of the Maxis Equipment contrary to instructions provided by Maxis or the manufacturer (as set out in the Maxis Equipment’s user guide)
      2. serial number/IMEI removed or defaced;
      3. products that have been subject to an unauthorized removal or deactivation of the network operator-lock function; and/or
      4. other acts beyond our reasonable control.

  • Additional Features & Requirements

    1. Speed of the Service is on a best efforts basis. We reserve the rights to manage your speed should you exceed the stipulated data volume quota.
    2. The Service is offered as a package (which includes voice (VOIP) services). Suspension, barring or termination of a particular Service from the package will cause the other Service in the package to be suspended, barred or terminated (as the case may be) as well.
    3. Voice (VOIP) services will be on a pay-per-use basis unless stipulated otherwise in the respective Maxis Home Fibre plan(s) offered.
    4. If you are our Maxis Fiber plan customer as at July 14, 2020, you will continue to enjoy free unlimited VOIP services until there is any upgrade/downgrade to your plan.
    5. You are not entitled to downgrade/change the Unlimited VOIP add-on to VOIP service pay- per-use throughout the Commitment Period.
    6. All value added services offered with relevant plans or packages will be available to you as long as you subscribe to the Service.
    7. We reserve the rights to introduce and deliver new Service over a shared infrastructure. You may subscribe to such new or additional Service by way of a request to us and the relevant Service terms and conditions shall be deemed accepted by you upon your acceptance and/or usage of such new and/or additional Service. This applies to Service we may provide as a package to you.
    8. Subject to Clause 43, you may opt in to newer Maxis Home Fibre packages offered by us or upgrade/downgrade your Maxis Home Fibre plan. There are no up-front fees charged for any upgrade or downgrade of your current Maxis Home Fibre plan, but Maxis reserves the right to require you to pay a one-time fee if you are discovered to be abusing the upgrade/downgrade process. Additionally, Maxis reserves a right to impose a new commitment period for your new / upgraded / downgraded Maxis Home Fibre plan or device (if any) (collectively “New Plan”), depending on the New Plan. Features, benefits and add-ons provided in your existing plan(s) may not be brought over to your New Plan.
    9. If your subscription for Service is made pursuant to a promotional package or campaign, you agree that (a) all additional terms and conditions applicable to that package or campaign will apply; and (b) you may no longer be entitled to the benefit(s) under such package or campaign if you downgrade, suspend, terminate or transfer the Service / account ownership and may be subject to early termination charge as provided in this SSTC.

  • Quality of Service

    1. The Maxis Home Fibre plans or packages offered to and subscribed by you are dependent on the infrastructure available up to and within your Premises (whether VDSL or FTTH). Maxis can only offer fibre packages which are supported on the infrastructure currently installed up to and within your Premises.
    2. WiFi speeds are highly dependent on various internal and external factors, including but not limited to building layout (thickness of walls, number of walls blocking Maxis Equipment) and signal interference in and around your Premises. Maxis Home Fibre speeds advertised are up to the WiFi router only, on a best effort basis and take into account optimum operating circumstances with little to no internal and external interference.
    3. Maxis continues to strive and use its best endeavors to comply with the Mandatory Standards for Quality of Service as determined by the MCMC to ensure a smooth and worry free internet experience for you. Please reach out to us via the contact details in Clause 7 if you experience any Quality of Service issues in order for us to assist in addressing the same.
    4. For any planned interruption of Service, adequate notice will be provided via a valid mobile number and/or any other mode of communication as we may deem appropriate. You are responsible to update Maxis on any changes in your contact details, and Maxis shall not be held liable in the instance you are unable to receive any notices envisaged in this clause due to your failure to update Maxis on your new contact details.

      For any unplanned Service(s) interruption, Maxis will endeavor to notify and update you via SMS/ call your mobile and/or any other mode of communication as we may deem appropriate as to the status of such unplanned Service(s) interruption. You are responsible to update Maxis on any changes in your contact details from time to time, and Maxis shall not be held liable in the event we are unable to contact you due to your failure to update Maxis on your new contact details.

  • Termination

    1. To discontinue the Service, you must go to any Maxis Centre.
    2. You agree that you will be liable to the early termination charge as per Clause 14 for any early termination of the Service within the Commitment Period.
    3. Maxis reserves the right to terminate your Service if you suspend the Service for a period longer than one hundred and fifty (150) days. For any Service termination resulting from such suspension, any of your other service(s) and/or plan(s) (if any) that is tied with the Services may also be terminated, subject to the applicable terms and conditions for such service(s) and/or plan(s).
    4. Upon termination of the Service, you must return to us the router and modem (that form part of the Maxis Equipment) (collectively as “Maxis Devices”) in good working condition. If you do not return the Maxis Devices or if you return the Maxis Devices but it is not in good working condition, Maxis reserves the right to charge you a fee for each Maxis Devices or such other charge as may be notified to you by Maxis from time to time.
    5. You must make sure that the Maxis Devices are returned by you is in good working condition, particularly:
      1. you must ensure that all and any personal and confidential data/information has been cleared from the Maxis Devices;
      2. you must ensure the Maxis Devices are free from physical damage, except for fair or light wear and tear (for example, it does not have liquid damage, physical cracks or any intentional damage);
      3. you must ensure the Maxis Devices come with its full set together with its accessories, along with the serial number, for any warranty claim; and
      4. you must ensure that the Maxis Devices do not have any missing, disassembled, customised, or non-original parts.
    6. You agree that we have the discretion to decide whether the Maxis Devices can be accepted, accepted at an additional charge or not accepted at all by us. You agree that our decision is final and that we will not entertain any queries or appeals.

  • Maxis Fibre with Astro

    1. For customers who subscribe to Maxis Fibre with Astro service, you will be subject to the Customer General Terms and Conditions for Astro Services and Maxis Services at https://www.maxis.com.my/terms-conditions/personal/broadband/astro-services/.
    2. For customers who subscribed the Astro TV Package via the Maxis Fibre and Astro TV Packages Service Bundle Campaign, you will be subject to the Service Specific Terms & Conditions – Maxis Home Fibre and Astro TV Packages Service Bundle Campaign at https://www.maxis.com.my/terms-conditions/personal/broadband/astro-bundle.

  • Home Add-On Services

    1. For customer who subscribe to Max WiFi by Maxperts plan, you will be subject further to the Service Specific Terms & Conditions – Max WiFi by Maxperts (“Max WiFi by Maxperts SSTC”), available at https://www.maxis.com.my/en/terms-conditions/products-services/max-wifi-by-maxperts. Any conflict and inconsistency between this SSTC and the Max WiFi by Maxperts SSTC, the Max WiFi by Maxperts SSTC shall take precedence.

  • Maxis Home Zerolution (previously known as TV Zerolution)

    1. For customer who subscribe to Maxis Home Zerolution (previously known as TV Zerolution) plan, you will be subject further to the Service Specific Terms & Conditions – Home Zerolution (“Home Zerolution SSTC”), available at https://www.maxis.com.my/en/terms-conditions/personal/broadband/home-zerolution/. Any conflict and inconsistency between this SSTC and the Home Zerolution SSTC, the Home Zerolution SSTC shall take precedence.

  • Things we may do to the Service

    1. We reserve the rights at any time, without being liable to you or any third party, to interrupt, bar, suspend, restrict the Service for such time as we see fit or withdraw, terminate, discontinue or disconnect the Service including if:
      1. the Service, our Network or systems are being upgraded, modified or maintained; 
      2. your usage shows excessive usage or places an unusual burden on our Network;
      3. in our determination that the Service is or may be used by you for unlawful activities or for suspected fraudulent activities;
      4. your usage is not in accordance with the Maxis Fair Usage Policy (at https://www.maxis.com.my/terms-conditions/personal/general/maxis-fair-usage-policy/) or contrary to any of the terms and conditions of this SSTC and/or the GTC;
      5. where matters beyond our reasonable control prevents us from performing and/ or continuing our obligations this SSTC, the GTC and/or the Maxis Fair Usage Policy; and/or
      6. your usage is for commercial, non-personal and/or reselling purposes.
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