Manage Time Internet

How to cancel Time Internet in malaysia and avoid early termination charges

What Time Internet is and why you might want to cancel

Time Internet is a fibre broadband provider in Malaysia operated by TIME dotCom Bhd, offering fixed-line internet service through your home connection. This is not a streaming app or mobile subscription you download from the App Store-it is a physical service connected to your address, which means cancellation works differently than you might expect.

You sign up for Time Internet because the speeds are fast and the advertised pricing looks competitive. Your bill arrives monthly, your router sits in your living room, and the service works reliably. But when you decide to leave-whether because you are moving, switching providers, or simply want to save money-the cancellation process can surprise you with early termination charges, unclear deadlines, and billing that continues long after you think you have cancelled.

Stopee exists to help you navigate exactly these situations. This guide walks you through the cancellation process step by step, explains your consumer rights in Malaysia, and shows you how to avoid the traps that catch other customers.

Time Internet pricing and plan structure

Time Internet publishes four main residential plans with fibre speeds, free installation, and bundled WiFi routers. Prices are subject to 6% Service Tax where applicable:

The pricing above applies to standard plans. Promotional rates and bundled packages may differ. Always check your latest invoice to confirm what you are actually paying, because discounts and bundle pricing can hide the real cost when you move to the next billing cycle.

Why early termination charges exist and how much they cost

When you sign a 12, 24, or 36-month contract with Time Internet, you are committing to pay for that entire period. If you cancel before the contract ends, Time Internet charges you for the remaining months. The early termination charge is the greater of two amounts: the remaining monthly fees for the rest of your contract, or RM500.00 flat.

For example, if you are nine months into a 36-month contract at RM99.00 per month and you cancel, you owe 27 months × RM99.00 = RM2,673.00. That is significantly higher than the RM500.00 minimum, so you pay RM2,673.00. These charges accumulate fast, which is why knowing your contract end date before you cancel is critical.

Your consumer rights under malaysian law

Malaysia's Consumer Protection Act 1999 and the Communications and Multimedia Act 1998 give you specific rights when you cancel a telecommunications service.

Cancellation and termination rights under the consumer protection act 1999

The Consumer Protection Act 1999 protects you in three ways relevant to cancellation. First, you have the right to end a service contract if you give written notice. Second, the provider must process your cancellation request within a reasonable timeframe-generally understood as 10 to 14 business days for telecommunications services. Third, any refunds of prepaid amounts or deposits must be returned to you within 30 days of your final billing date, though Time Internet states this can take up to 90 days.

If Time Internet refuses to honour a legitimate cancellation request, or charges you incorrectly, you can escalate to the Malaysian Communications and Multimedia Commission (MCMC) or file a complaint with the Ministry of Domestic Trade and Cost of Living (KPDNHEP). Stopee recommends documenting every cancellation request in writing-email is best-because written evidence protects you if a dispute arises.

What happens if Time Internet delays your cancellation or continues billing

Some customers report that cancelling online did not actually terminate their service, or that billing continued for weeks after they believed they had cancelled. The Act protects you here: once you submit a valid termination request, Time Internet must honour it and cease billing within the timeframe they publish. If they continue to bill you after your cancellation date, you can demand a refund and file a complaint with MCMC.

Stopee recommends keeping screenshots of your cancellation confirmation, your final bill, and any confirmation emails from Time Internet support. These documents are your proof if you need to escalate to a consumer authority.

How to cancel Time Internet through the self care portal

The fastest way to cancel Time Internet is to log in to your account and terminate the service yourself through the Self Care portal, which is available 24 hours a day.

Step-by-step online cancellation through self care

1. Open a web browser and go to the Time Internet Self Care portal (time.com.my/selfcare or the login link on time.com.my).
   • Have your customer ID and password ready.
   • If you have forgotten your password, click "Forgot Password" and reset it using your email address.
2. Log in with your Time Internet account credentials.
   • Wait for the portal to load fully. Do not navigate away if the page is still loading.
3. Find the "Manage Plan" or "My Services" section in your account dashboard.
   • This section shows your active broadband plan, current speeds, and billing information.
4. Select your broadband service from the list of active plans.
   • If you have multiple services (for example, internet plus TV), make sure you are selecting the Time Internet broadband service, not other products.
5. Click "Terminate Service" or "Cancel Service".
   • Warning: This action is usually final and cannot be undone through the portal. Confirm you are ready to proceed.
   • The system will ask you to confirm your cancellation date. Your last billing date is typically your cancellation effective date.
6. Review the early termination charges displayed on screen.
   • If you are still inside a contract, the charges will appear here. Read the figure carefully.
   • If you see no charges, you are likely past your contract end date or on a month-to-month plan.
7. Enter any reason for cancellation if prompted (optional but useful for feedback).
   • Time Internet uses this feedback to improve their service.
8. Click "Confirm Cancellation" or the final submit button.
   • The portal will generate a cancellation reference number. Screenshot this number immediately-you will need it if you must contact support later.
9. Download or email yourself the cancellation confirmation receipt.
   • This confirms the exact date your service will terminate and any charges applied.

Pro tip: Do not close the browser window until you see the confirmation number. If your internet disconnects or the page crashes before you reach the final confirmation screen, your cancellation may not have been submitted, and you will need to repeat the process or call support.

Cancelling by phone or email if the portal is not working

If you cannot access the Self Care portal or prefer to cancel by phone, Time Internet offers these contact methods:

• Phone: 1800-18-1818 (toll-free, available 24/7 for customers in Malaysia)
• International callers: +603 5021 2122
• Email: [email protected]
• Live chat: Available through time.com.my during business hours

1. Call 1800-18-1818 or email [email protected] with the subject line "Broadband Service Cancellation Request".
   • Include your full name, account number, and service address in your message.
   • State clearly that you want to cancel your Time Internet service effective immediately (or your preferred cancellation date).
   • Ask for written confirmation of your cancellation in reply.
2. If you call, ask the support representative to confirm your contract end date and any early termination charges before you authorise the cancellation.
   • Request their name, staff ID, and the exact cancellation date in writing via follow-up email.
3. Send a follow-up email after the call summarising what was discussed and asking for a cancellation confirmation reference number.
   • This creates a paper trail if a dispute arises later.
4. Once you receive confirmation from Time Internet, take a screenshot or PDF of the email and file it with your cancellation receipt from the Self Care portal.
   • Keep these documents for at least 12 months after your service ends.

Warning: Some customers report that contacting support is not enough on its own. One user complained: "I contacted your customer service team to terminate my TIME WiFi subscription... no one clearly explained that I was still required to log into the system and manually click the termination button myself." If you call or email to cancel, confirm with the support team whether you must also log in to the Self Care portal and click the termination button yourself. Do both if instructed, then confirm in writing that the process is complete.

What to do after your cancellation is submitted

Cancelling does not mean your internet stops instantly or your billing ends immediately. You will need to follow through on several tasks to ensure a clean break from Time Internet.

Timeline from cancellation submission to final disconnection

Once you submit your cancellation through Self Care or confirm it by phone, here is what typically happens:

• Days 1-3: Time Internet processes your request and updates your account status to "Pending Cancellation" or "Terminated". You can usually still use your broadband service during this period.
• Days 4-10: Your service remains active. Your last bill is calculated and may be adjusted if you cancelled mid-month. Time Internet applies any early termination charges here.
• Days 11-14: Your broadband connection disconnects. The physical line to your property may be deactivated, though the service officially closes on your billing date.
• Days 15-30: Your final invoice is issued and payment is requested (if charges apply) or a refund is processed (if you had credit on your account).
• Days 31-90: Refunds are processed. Time Internet states this can take up to 90 days, though most refunds arrive within 14 to 30 days.

Steps to take before your disconnection date

1. Back up any files or data you may have stored on your router or connected devices.
   • Once the service disconnects, you lose internet access, so make sure downloads, email backups, and cloud syncs are complete.
2. Retrieve your WiFi router from its current location and prepare it for return (if required).
   • Check your cancellation confirmation to see if the router must be returned. Time Internet often provides a prepaid return postage label or collection service for bundled routers.
   • Wipe any personal data from the router before returning it (consult the user manual for a factory reset).
3. Switch to an alternative internet provider if you need continuous connectivity.
   • Most providers allow you to start a new service on the same day your old one cancels, though setup may take 1 to 5 business days.
   • Arrange your new provider's installation before your Time Internet disconnection date to avoid downtime.
4. Log in to the Self Care portal one final time to confirm your service status shows "Cancelled" or "Inactive".
   • Take a screenshot of this confirmation as proof of cancellation.
5. Monitor your bank or credit card statements for any unexpected charges after your cancellation date.
   • If you see a charge after your confirmed cancellation date, contact Time Internet within 30 days to dispute it.

Refunds and what to expect

If you paid deposits, prepaid amounts, or have a credit balance on your account, Time Internet will refund you after your service ends.

How refunds are calculated and processed

Time Internet calculates your final bill based on your exact cancellation date. If you cancel mid-month, you pay only for the days you used the service. Any remaining balance from a monthly payment is credited to your final bill. If your final bill is less than the payments already received, Time Internet refunds the difference.

Refunds are processed from the final bill date-the date your service officially ends-and can take up to 90 days to arrive. Most refunds appear within 14 to 30 days if they are being transferred to a bank account or credit card. However, Stopee recommends not relying on the 90-day estimate: if your refund does not arrive within 45 days, contact Time Internet's billing team to confirm the refund was submitted and request an expedited payment.

Pro tip: If you have a disputed charge on your final bill or believe your refund amount is incorrect, contact Time Internet in writing (by email to [email protected]) within 30 days of receiving your final invoice. State the exact amount you dispute and why. Time Internet must respond within 14 days. If they refuse, you can escalate to the MCMC.

What refunds do not cover

Time Internet does not refund early termination charges. If you are cancelling inside a contract period, you owe the remaining contract value or RM500.00, whichever is greater. This charge is not negotiable unless Time Internet agrees in writing to waive it due to service failure on their part.

Stopee has helped thousands of consumers understand that early termination charges are contractual obligations, not mistakes. However, if Time Internet's service was repeatedly unreliable or unavailable for extended periods before you cancelled, you may have grounds to dispute or reduce the charge by invoking consumer protection laws. Document service outages and contact MCMC if you believe the provider breached their service obligation.

Common mistakes customers make when cancelling Time Internet

Many customers think they have cancelled successfully only to discover weeks later that their billing continued or their service is still active. Here are the traps to avoid.

Mistake 1: contacting support without also logging in to cancel online

As the App Store review revealed, some customers call Time Internet support, speak to an agent, and assume the cancellation is complete. But the agent may have only created a cancellation request-they did not actually process it. You must log in to the Self Care portal yourself and click the "Terminate Service" button to finalize the cancellation. Support can guide you or create the request, but the final action is yours. Always do both: contact support in writing and complete the termination in Self Care on the same day.

Mistake 2: not noting your contract end date before cancelling

If you do not know whether you are in a 12, 24, or 36-month contract, you may not realise you owe early termination charges until the confirmation screen appears. Check your original contract email, your latest invoice, or log in to Self Care and look for your contract end date before you start the cancellation process. If the contract details are not visible, call 1800-18-1818 and ask an agent to confirm your contract status while you are on the phone. Write down the information and ask for a follow-up email confirmation.

Mistake 3: not downloading your cancellation reference number

The cancellation confirmation page displays a reference number, confirmation date, and effective termination date. If you do not screenshot or download this page before closing your browser, you will lose proof of cancellation. The reference number is essential if you must contact Time Internet later to dispute a charge or confirm your service was actually terminated. Save this number in three places: take a screenshot on your phone, email it to yourself, and print it. Stopee recommends keeping it with your other important service documents.

Mistake 4: cancelling immediately before a billing cycle

If your billing date is the 5th of each month and you cancel on the 1st, you may still be charged for the full month because the billing cycle has already begun. Ask Time Internet support which date your cancellation will take effect: will it be effective immediately, or on your next billing date? Some providers refund the unused portion of the month; others do not. Confirm this in writing before you submit your cancellation.

Mistake 5: not returning the router or ignoring return instructions

Time Internet provides the router as part of your service package. When you cancel, the router may need to be returned. If you do not return it or ignore Time Internet's return instructions, they may charge you a non-return fee or equipment fee (typically RM100-RM300). Check your cancellation confirmation for return instructions. If the router must be returned, use the prepaid postage label Time Internet provides, or arrange a collection if offered. Do not assume the router is yours to keep.

Before you cancel: a checklist to protect yourself

Use this checklist on the day you cancel to ensure nothing goes wrong.

Contact Time Internet for cancellation support and escalation

If you encounter problems cancelling or need to escalate a dispute, use these contact methods for Time Internet and relevant consumer authorities.

Time Internet direct contact information

Time Internet's registered and support office is the most authoritative address for formal cancellation communications:

• Registered office: TIME dotCom Bhd, Shah Alam, Selangor, Malaysia
• Customer support phone: 1800-18-1818 (toll-free, 24/7)
• International phone: +603 5021 2122
• Email: [email protected]
• Live chat: time.com.my (during business hours)
• Self Care portal: time.com.my/selfcare (24/7 access for account holders)

For formal written cancellation requests or complaints, send a registered letter or email to [email protected] marked "Attention: Customer Service Manager" with your account number, full name, service address, and the exact reason for your cancellation request.

Malaysian consumer authorities for escalation

If Time Internet refuses to honour your cancellation, continues to bill you after your confirmed cancellation date, or charges you unfairly, you can file a complaint with these regulatory bodies:

• Malaysian Communications and Multimedia Commission (MCMC): Handles complaints about telecommunications and broadband providers. File a complaint online at www.mcmc.gov.my or contact their complaint centre at 1300-18-2001.
• Ministry of Domestic Trade and Cost of Living (KPDNHEP): Enforces consumer protection laws. Submit a complaint through their online portal at www.moj.gov.my or visit your nearest branch in person.
• Consumer Claims Tribunal: If your dispute involves a monetary claim under RM25,000, you can file a claim in the tribunal without hiring a lawyer. Your nearest tribunal office is listed on the KPDNHEP website.

Pro tip: Before escalating to a regulator, give Time Internet 14 days to respond to your written complaint. If they do not respond satisfactorily, then escalate. Keep copies of all emails, cancellation confirmation pages, invoices, and correspondence with customer support, as regulators will ask for this evidence.

Stopee recommends approaching cancellation as a formal process. Treat every cancellation request as a business transaction: confirm it in writing, obtain proof, and follow up within 10 days to ensure it was processed. This proactive approach protects you far better than hoping the provider will remember your request.

Summary: cancelling Time Internet safely in malaysia

Cancelling Time Internet is straightforward if you follow the right steps. Log in to your Self Care account, verify your contract status and any early termination charges, complete the termination online, and confirm the cancellation in writing with Time Internet support. Take screenshots of everything, monitor your final bill for accuracy, and watch for your refund over the next 90 days.

Your consumer rights in Malaysia are strong. The Consumer Protection Act 1999 gives you the right to cancel, and Time Internet must honour your request within a reasonable timeframe. If they do not, you have escalation options through the MCMC and KPDNHEP.

Stopee has helped thousands of consumers cancel broadband and telecommunications services without surprise charges, lost refunds, or continued billing. The difference between a smooth cancellation and a frustrating one often comes down to one thing: doing it properly the first time. Use this guide, stay organised, and you will avoid the mistakes that catch other customers. Your cancellation is final, your refund will arrive, and your service will stop on the date you confirm.