Support

NEED HELP?

Frequently asked questions

Application

I’d like to go fast. How do I subscribe to your services?

You can either apply online here or get in touch with one of our care agents at 1300-030-000.

What supporting documents do I need to submit?

For personal fibre broadband – a copy of your IC. For non-Malaysian citizens, please provide a copy of your passport.

For business fibre broadband – a copy of the company’s rep’s IC and ROC certificate.

Do I need to pay a deposit?

Only if you are a non-Malaysian citizen. A RM500 security deposit is payable upon application. This deposit is refundable upon expiry of the contract.

Is there a contract period?

For personal fibre broadband, the contract period is for 2 years. A 1-year contract is available for customers who are under a tenancy. A copy of the tenancy agreement must be submitted to us.

For business fibre broadband, you can either opt for a 2-year or 3-year contract.

How long does it take for the application to be approved?

Less than a day! Our care agent will contact you should any issue arise from the application form.

For foreigners, a deposit of RM500 needs to be made together with the application form before we can process the application.

Hardware

Do I need to purchase any equipment?

We will supply the necessary equipment and installation services.

Our Optical Network Terminal (ONT) comes with a built in WiFi. If you wish to boost your signal strength,especially if you have a large premise we recommend you buy one of the following routers that are most compatible with our ONT:

Brand	Model
DLINK	DIR-868L
DLINK	DIR-820
DLINK	DIR-850L
TP LINK	WR1043ND
TP LINK	WDR4300
TP LINK	WDR3600
ASUS	N12 D1
ASUS	RT-N66U
ASUS	RT-N14U

Do I get to keep the ONT after my contract expires?

Sorry mate but the ONT is the property of Symphonet Sdn Bhd. Once your contract expires, we will arrange a suitable date and time to retrieve the ONT from your premises.

Installation

How soon can you do installation works?

14 days or less. Our technical team will contact you to arrange a suitable time and date as soon as your application has been approved.

Account & Billing

I haven’t been receiving my bills. What do I do?

Your bills can be viewed online at this link . Please email us at customer.service@symphonet.com.my if you forgot your account password.

How do I view my bill?

You can view it here. Please email us at customer.service@symphonet.com.my if you forgot your account password.

I prefer to receive my bills through snail mail.

We can arrange that for you no problem but a fee of RM8 per month is payable.

What can I expect to see in my first bill?

Pro-rated subscription fee up to the last day of the month + installation fee (RM250) + stamp duty fee (RM10).

For business fibre broadband, you can either opt for a 2-year or 3-year contract.

What payment options are available?

There are 4 options available currently:

Option 1
via JomPay. Please key in your 7-digit account number as Reference-1 in the JomPay system. Your 7-digit account number is stated on your invoice.

Option 2
Online Transfer. Please indicate your account number or invoice number as the payment detail.

Option 3
Credit/Debit Card & FPX Payment. Please visit https://epayment.symphonet.com.my

Option 4
Cash/cheque at a Maybank ATM machine/counter. Please email the bank-in & remittance slip once payment is made to payment@symphonet.com.my

Option 5
Auto-Debit Payment. Please request enrolment form from us.

Yikes, I paid more than the amount I needed to! What happens to that amount?

We will carry forward the overpaid amount to pay for your next invoice.

I’ve already paid. Why do I keep getting a reminder!?

This could happen for two reasons:

1. It could be because you only made partial payment.

2. It could be because we did not receive any payment confirmation

from you (if payment was made via cheque or cash).