FREQUENT ASK QUESTIONS
We have compiled all the questions and answers that you might be looking for
You can simply contact our Customer Service via WhatsApp 0122059910 to get more info about our plan and they will guide you through the process to sign up.
You can simply contact our Customer Service via WhatsApp 0122059910 to get more info about our plan and they will guide you through the process to sign up.
Customer will be paying for PLAN + ACTIVATION FEE + 6% SST and any other charges if applicable. Should you choose PREPAID plan, there would be one time installation fee as well, kindly check with our Customer Support for further update on this.
You will not required to pay for the equipment as it comes free with plan you choose to opt in. Terms and condition applies.
Customer don’t have to pay for installation however should customer choose plan without any commitment period (No Contract Plan), there would be one time installation fee of RM200.
For new installation, there will be potential drilling to connect the service to your home. We will need your approval prior to installation. Our installer will brief you and obtain your approval before any work is done.
The installation process will take approximately 30 – 45 minutes. You will receive a call from us within 24 hours upon registration to confirm your appointment date and time. For any rescheduling or cancellation of the installation appointment date, customers are required to inform iFiber 1-2 days prior to the appointment date.
For any rescheduling and cancellation, you must inform us no later than three (3) working days prior to the installation date. A rescheduling or cancellation fee of RM200 will be imposed if you re-schedule/cancel the appointment within 24 hours of your previously set appointment.
For any re-locations within your own house, the charge will be RM80. For any re-locations within the same building, the charge will be RM100. For any re-locations to a different building, the charge will be RM120. Please contact our Customer Support to check on relocation, they will brief you on this matter.
Customer will received Optical Network Unit (ONU) model depending on the model being used currently, may change from time to time. Customer can check with Customer Service for further info.
You are responsible for the safekeeping of the equipment. Our equipment are covered by limited warranty during your contract period. If, while in your care, the equipment are damaged, lost or stolen, you will need to pay us the full cost to replace, repair, recover the equipment as well as any legal or collection costs. The costs will be charged to you in your monthly bill.
This package comes with a 6/12 Month Contract. A penalty of RM500 is applicable should you terminate the service before the end of the 6/12 Months. iFiber will not bear any penalty fees that may be charged by your current service provider should you terminate the service before the end of your contract. The router & modem/ONU (Optical Network Unit) provided at Customers’ premises is the property of iFiber. Upon discontinuation of the service, you must return the complete router & ONU to iFiber in good working condition, failing which you will be charged. For rate charges, contact our Customer Service.
Your first bill will consist of your 30 days subscription fee for the first month according to the type of service you subscribed. You will see a statement reflecting your usage from the date of activation until the 30th day.
We will send notification of bill for your service subscription on monthly basis to your email address furnished by you during registration or as updated by you from time to time. You will need to go to our Self Care Portal to view, download and print your bill when required.
Please notify us at cs@iggarena.local if you are not able to view your bill in the Self Care Portal. You may have changed the email address which you have earlier provided during registration. It is your responsibility to periodically check the Portal for the latest bill.
You should pay before the due date as stipulated in you bill. The due date for month-to-month service package without contract is on the 30th day from date of activation or last payment made. But it is recommended that you pay on or before the 28th day to allow for payment processing. If you fail to do so by the 30th day, your service will be disconnected.
Yes, you can. If you are a month-to-month service package customer, you may change your packages at any time upon expiry of your current service package validity period. If you choose to upgrade or downgrade your service package before expiry of your current service package validity period, the balance payment paid for the previous packages will not be refunded or used to pay for the new package.
Method 1 : Using our Self Care Portal
View and pay your bills easily via our Self Care Portal. Initiate payments from your debit or credit card account anytime via our Self Care Portal (refer to “Self Care Portal section for login details) We will add more method of payments for your convenience soon. Stay tune.
