Broadband by DiGi

Q1.	What is Broadband by DiGi?

A1.	Broadband by DiGi equals wireless freedom. With our service you get broadband internet access without the need for a fixed line. Just plug in our bundled USB modem and you’ll be online in minutes!

Q2.	Where can I get more information on Broadband by DiGi?

A2.	Information about Broadband by DiGi is available on this website. Alternatively, you can contact our dedicated and friendly Customer Service at 016 299 3333 or 1 800 68 3333 (toll free).

Q3.	How do I sign up for Broadband by DiGi?

A3.	You can register your interest here.

Q4.	How many packages are there for Broadband by DiGi?

A4.	There are 3 standard packages to suit your needs – you can have more information on the plans here.

Q5.	I have problems deciding which package to subscribe to. Can you help me?

A5.	No worries! Let our package recommender assist you.

Q6.	Is there a minimum contract period?

A6.	There are no minimum contract periods for our broadband packages.

Q7.	Where can I get info on the latest promotions?

A7.	You can get more information on the latest Broadband by DiGi promotions here.

Q8.	Who can subscribe to these broadband packages?

A8.	These packages are open to both Malaysians and Foreigners who:
	-	Pass any required credit check;
	-	(For existing DiGi customers, please ensure that you do not have outstanding bill payments of more than 2 months.)
	-	Be a Malaysian with a valid NRIC or Foreigner with a Passport and valid permits/visas;
	-	Reside within the broadband coverage area. The billing address MUST be within the coverage area.

Q9.	Where can I subscribe to these broadband packages?

A9.	You can subscribe to any of these broadband packages at any participating DiGi Centre and DSS.

Q10.	Can I upgrade /downgrade my existing Broadband package?

A10.

Yes, for more details please refer here.

Upgrade

Existing plan	New plan	Upgrade possible?	How?
Discover (access only)	Discover (access + modem)	YES	Visit our DiGi Centres.
	Explore 10GB (access + modem)	YES
	Explore 16GB (access + modem)	YES
	Explore 10GB (access only)	YES	Call our Helpline @ 016 2993333 or 1800 68 3333
	Explore 16GB (access only)	YES	Call our Helpline @ 016 2993333 or 1800 68 3333
Discover (access + modem)	Explore 10GB (access + modem)	YES	Call our Helpline @ 016 2993333 or 1 800 68 3333
Discover (access + modem)	Explore 16GB (access + modem)	YES	Call our Helpline @ 016 2993333 or 1 800 68 3333
Explore 10GB (access only)	Explore 16GB (access only)	YES	Call our Helpline @ 016 2993333 or 1 800 68 3333
Explore 10GB (access only)	Explore 16GB (access + modem)	YES	Visit our DiGi Centers.
Explore 10GB (access + modem)	Explore 16GB (access + modem)	YES	Call our Helpline @ 016 2993333 or 1 800 68 3333

Downgrade

Existing plan	New plan	Downgrade possible?	How?
Explore 10GB (access only)	Discover (access only)	YES	Call our Helpline @ 016 2993333 or 1 800 68 3333
Explore 10GB (access + modem)	Discover (access only)	YES	Visit our DiGi Centres.
	Discover (access + modem)	YES	Call our Helpline @ 016 2993333 or 1 800 68 3333.
	Explore 10GB (access only)	YES	Visit our DiGi Centres
Explore 16GB (access only)	Discover (access only)	YES	Call our Helpline @ 016 2993333 or 1 800 68 3333
Explore 16GB (access only)	Discover (access + modem)	YES	Call our Helpline @ 016 2993333 or 1 800 68 3333
Explore 16GB (access + modem)	Discover (access + modem)	YES	Call our Helpline @ 016 2993333 or 1 800 68 3333
Explore 16GB (access + modem)	Explore 10GB (access + modem)	YES	Call our Helpline @ 016 2993333 or 1 800 68 3333

This plan is no longer offered to new subscribers

Existing plan	New plan	Downgrade possible?	How?
Extreme (access only)	Discover (access only)	YES	Call our Helpline @ 016 2993333 or 1 800 68 3333
	Explore 10GB (access only)	YES
	Explore 16GB (access only)	YES
Extreme (access + modem)	Discover (access only)	YES	Visit our DiGi Centres.
	Discover (access + modem)	YES
	Explore 10GB (access only)	YES
	Explore 10GB (access + modem)	YES
	Explore 16GB (access only)	YES
	Explore 16GB (access + modem)	YES

Q11.	Can I subscribe if I am a foreigner?

A11.	Yes, of course. You must have valid entrance permits/visas and choose auto-billing via credit card for bill payment.

Q12.	Can I subscribe to more than one broadband service?

A12	No. Each customer is only eligible to sign up for one broadband subscription.

Q13.	Does the broadband service come with a minimum contract period?

A13.	There is NO contract for access-only broadband packages. For packages bundled with a modem, subscribers will see an additional monthly installment fee for the modem for the first 12 months in their bill. The subscriber will own the modem after a 12-month tenure.

Q14.	Where can I use the broadband service?

A14	Check out our coverage map.

Q15.	How long will it take for my broadband service to be activated?

A15.	Within 4 hours upon successful registration.

Q16.	What documents are required for registration?

A16.	-	For Malaysians: valid Malaysian Identity Card is needed as proof of identity.
A16.	-	For Foreigners: passport with valid permits/visas and valid credit card for auto-billing are required.

Q17.	What is the usage limit for these broadband packages?

A17.	-	The Discover package comes with a data quota of 3GB.
	-	The Explore 10GB package comes with a data quota of 10GB.
	-	The Explore 16GB package comes with a data quota of 16GB.

Q18.	And what happens after I’ve reach the maximum capped amount…?

A18.	You will still be able to access the Internet but your broadband connection will be throttled to a lower speed of 128kbps for all 3 packages.

Q19.	Is there any advance payment for these broadband packages?

A19.


	Package Type


	Access Only


	-	1 month of the monthly fee (non-refundable)
	-	1 month’s fee advance payment and deposit of RM500 required for foreigner registrations


	Access + Modem bundle

Advance payment of RM100 for Malaysians (auto-billing is optional)

Advance payment of RM100 and deposit of RM500 required for foreigner registrations (auto-billing is optional)

Q20.	How can I check my usage from time to time?

A20.	You can check online under My Account or by using the statistics counter on the modem client application.

Q21.	Will I still be charged if I don’t use the broadband service?

A21.	Yes. The charges for the broadband service are flat-rate per month.

Q22.	Am I able to make or receive voice calls or SMS with this broadband SIM?

A22.	No. The service can only be used to access the internet. No voice and SMS services will be provided.

Q23.	Can I request to suspend my broadband service? Are there any charges incurred during suspension?

A23.	Nope. No suspension is allowed for the broadband package within the contract tenure.

Q24.	If I already own 3 accounts with DiGi postpaid, can I still subscribe to any of the broadband packages being offered?

A24.	Yes. However you have to ensure that there is no outstanding balance of more than 2 months.

Q25.	Can I roam in other countries with the broadband service?

A25.	No, not at the moment.

Q26.	If I use my credit card for auto payment, will I get any rebates?

A26.	Oh yes, you will enjoy a rebate of RM5 per month.

Q27.	How can I check my bill electronically?

A27.	You can check your online bill via My Account. Alternatively, you will receive your e-bill in the email provided during registration.

Q28.	How do I register for Online Customer Service (OCS) for the first time?

A28.

For first time login, you need to input your Network ID, PUK code (found on your SIM Card), and the email address you provided during the sign-up process. After submitting the information, a 4-digit PIN will be sent to the email address you provided. You may then use your Network ID and this 4-digit PIN to log in to OCS for the first time. Please note that you can register for OCS 2 (two) days after your account is activated

Q29.	Err… how do I terminate the broadband service?

A29.	You can terminate the service at any of our DiGi Centres

Q30.	What happens if I terminate the broadband service?

A30.	.-	For access only plans: advance payment will not be refunded
	-	For access + modem bundle: If the termination is within 7 days from the date of registration: customer will get a refund of the activation fee (note: stamp duty charge of RM10 and the prorated use of the service will still be knocked off from the activation fee). If the termination is after 7 days from the date of termination: should a customer decide to terminate the service before the end of the installment duration, the termination penalty will be imposed which will be the sum of the modem monthly installment fees for the remaining balance months of the installment duration. Customers must also settle any outstanding bills.

Q31.	What if I am not able to use the broadband service in my home? Can I terminate the broadband service?

A31.

If the broadband service is not available at the billing address provided by the subscriber during registration, and the billing address is within the broadband coverage area, a customer can return the modem at any DiGi Centre within 7 days from the date of registration provided the modem and its packaging are in good condition. DiGi will fully refund the advance payment taking into account the stamp duty and pro-rated use of the service. The refund of advance payment will be sent to the billing address via cheque within 12 weeks from the service discontinuation date. No other charges will be imposed to the subscriber.

Q32.	What is my billing cycle date?

A32.

Billing cycle will be set automatically by the billing system.

Q33.	Am I entitled to any bonus points?

A33.	Not at this moment.

Q34.	Will I be charged for the itemised bill?

A34.

Itemised billing will be charged at RM3 per month.

Q35.	Will a monthly bill be sent to me via post?

A35.	No, you will receive an e-bill which is available for viewing via the OCS portal. This is part of DiGi’s Deep Green initiative to help our environment by reducing the use of paper.

Q36.	Anything else I need to know in regards to using the service?

A36.	You can refer to our Terms & Conditions and Fair Usage Policy

Q37.	Where can I check the coverage area for Broadband by DiGi?

A37.

You can check the coverage here.

Q38.	Bummer! I’m not covered. Can you let me know when it comes to my area?

A38.	Sure! Just complete the Register My Interest form, and we will get back to you.

Q39.	Is it difficult to set up the USB modem that comes together with the broadband package?

A39.

Easy – the USB modem is plug & play, you can set it up within 3 minutes!

Q40.	Can I share the access for Broadband by DiGi between multiple computers?

A40.	Yes. It can be done via an additional router (not provided in the package). Note that this set up only applies to home / personal use

Q41.	What’s the compatible Operating System for the USB modems provided under DiGi Broadband?

A41.

The modems are compatible with both Windows (XP, Vista, 2000, Windows 7) and Mac OSX.