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Frequently Asked Questions

Got a question to ask?
Before you pick up the phone or send an email, check out some of the most common questions that have been answered by our most dedicated customer service personnel.
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Government Service Tax (GST)
  • 1. When will GST be implemented?
    GST will be implemented with effective from 1st April 2015.
  • 2. Will I be charged GST on any P1 goods and services purchased?
    GST of 6% will be charged on taxable goods and services provided by P1.
  • 3. How can I verify that P1 is a registered GST company?

    Every GST registered business will be given a GST registration number. Our GST registered number for Packet One Networks (Malaysia) Sdn Bhd is 000399921152. You can verify our GST registration number from the GST portal of Royal Malaysian Customs Department (RMCD).


  • 4. Is the selling price displayed inclusive of GST?
    Yes, all selling price displayed is inclusive of GST, and there will be a notice indicating that GST has been included.
  • 5. Is one-time charge (e.g. activation fee, registration fee, number swapping fee etc.) subject to GST?
    Yes, GST applies on one-time charge as well.
  • 6. Is GST applicable on the top up service, when a customer wants to top up after exceed the data usage bundle in the plan?
    Yes, top up services are subject to GST, with effect from 1st April 2015.
  • 7. Is IDD calls subject to GST?
    Yes, calls to IDD are subject to GST, with effect from 1st April 2015.
  • 8. Is GST applicable on the service subscribed by foreigner?
    Yes, GST apply on all P1 taxable products and services that are consumed in Malaysia.
  • 9. What are the taxable goods and services by P1?

    All goods and services from P1 are taxable. The only few exceptions are listed as below:

    i.Early Termination Penalty of a flat amount (Out-of-scope item)
    ii.Deposit (Out-of-scope item)
    iii.Loyalty Program Discount (Out-of-scope item)
    iv.Relief Person
  • 10. Where can I go to know more on GST?
    You can go to the Royal Malaysian Customs Department website at www.gst.customs.gov.my for more information on GST.
Billing
  • 1. How will GST charge appear in my bill?

    There will be a column introduced in the bill to show the GST charges applicable on each taxable item. Please refer to the illustration as below:

    a.

    b.


  • 2. Will there be adjustment to the March 2015 bill in order to comply with GST implementation?
    Adjustment for GST charges will only be reflected in April 2015 bill.
  • 3. GST is implemented on 1st April but I only receive my bill on 14th April, how would I be charged for GST?
    You will notice a backdated GST charge for service from 1/4/2014 to your April bill date. This only applies to customers who have been billed in advance.
    Please refer to the illustration below for details.
  • 4. Understand Your Bill
    Learn more about your bill to make bill payment a hassle free experience.
    Print this bill
     

  • 5. What is my unbilled amount?
    Your unbilled amount is the amount of charges incurred since the last billing date until the next bill generation
  • 6. How will I be billed?
    Your monthly charges will be reflected in your Self Care account on the second day of your bill cycle date. Refer to table below on your bill cycle date

    Registration Date Bill Cycle Date Bill Available in Selfcare
    1st - 6th 14th 16th
    7th - 13th 21st 23th
    14th - 20th 28th 30th
    21st - 24th 4th 6th
    25th - 31st 8th 10th

  • 7. Where can I see my bill?
    You can always view your monthly bill online at p1.com.my. Log into your Self Care account and click on Billing Information. You will see a summary of your billing history in your account. Click on a specific bill to see the details.
  • 8. Can I receive my monthly bill via snail mail?
    Yes. You can get your bill mailed to you with a RM 5 fee which is auto charged to your monthly bill. We would strongly encourage that you opt for electronic bill as it is environmentally friendly.
  • 9. I have paid the outstanding balance, but the payment is not reflected in the bill statement.
    Your payment will be reflected in the next bill cycle. Alternately, you view your payment history in Self Care.
  • 10. I have paid before the bill cycle but the payment is not reflected in the bill statement.
    Please fill in the online form and attach the proof of receipt and allow 3 working days for reply from P1 as we verify the paid amount. P1 will then update the amount into the billing system. It will be reflected in the next bill statement.
Service Cancellation
  • 1. Is GST applicable when I cancel my service within commitment period?
    GST applies on all taxable goods and services until the service is terminated. However, early termination penalty of a flat amount is not subject to GST. Any non- return devices charges and admin fees are subject to GST.
  • 2. If I am not happy with the service, can I cancel my service?
    Yes. You may cancel your service as decided. However, please let us know how we could serve you better.
  • 3. Can I cancel my service before my contract period ends?
    Yes. You may cancel your service if you wish to. However, if you have not completed your contract period, there is an early cancellation charge based on the amount stated in the registration form.
  • 4. Is there any penalty if I cancel the service after my contract period ends?
    There will be no penalty charges for any termination of service after the contract period.
  • 5. Do I need to give a notice period before I cancel my service with P1?
    Yes, you will need to give P1 a written notice 30-days in advance prior to your service cancellation. This written notice must reach P1 30-days before the cancellation date as requested by you.
  • 6. Do I need to return the rental device upon cancellation?
    Yes, you will need to give P1 a written notice 30-days in advance prior to your service cancellation. This written notice must reach P1 30-days before the cancellation date as requested by you.
  • 7. How do I proceed if I wish to cancel my service?
    Please write to us via this online form with your account number and reason for service cancellation. We will revert to you within 24 hours via email.
  • 8. What do I need to do after submit my request for service cancellation?
    Please follow these 2 simple steps to complete your termination request :
    i. Settle all outstanding and current bill charges immediately
    ii. Return the rental modem to P1 Authorized Service Partners in good working condition and in its original packaging.
  • 9. I have returned the rental modem to P1. Please refund the RM50 modem rental rebate soonest.
    Please be informed that the Modem Return Rebate Program has ended as of 14th June 2012 and is no longer applicable.
  • 10. I have returned the rental device to P1, but I still get reminder notification to do so.
    Please fill in the online form with proof of termination form attached and allow 7 working days for us to follow up with the respective P1 Authorised Service Partner and Logistic. We will update the system and revert to you on the rental device status.
  • 11. I have returned the device to P1, but I have been charged on the non returned device fee.
    Please fill in the online form with proof of termination form attached and allow 7 working days for us to follow up with the respective P1 Authorised Service Partner and Logistic. We will update the system and revert to you on the said fees.
  • 12. I do not have the termination form, but I have definitely returned the rental device to P1. I will not want to receive the reminder notification anymore.
    Please write to us via this online form with your account number, date of device returned and returned location's name (i.e. shop name). Please allow 7 working days for us to follow up with the respective P1 Authorised Service Partner. We will update the system and revert to you on the rental device status.
  • 13. I do not have the termination form, but I have definitely returned the rental device to P1. I will not pay for the non rental device fee.
    Please write to us via this online form with your account number, date of device returned and returned location's name (i.e. shop name). Please allow 7 working days for us to follow up with the respective P1 Authorised Service Partner. We will update the system and revert to you on the rental device status.
  • 14. Why must I complete the Termination Form?
    The termination form is proof of service cancellation request to P1 and serve as acknowledgement of rental device returned. It will be an important document for P1's reference if any dispute should arises.
    Important Notes :  

    1. Please ensure that the termination form is completed with all the relevant fields filled up, signed by the P1 Authorised Service Parner's staff and is stamped with clear company's details (i.e. full company name and address)
    2. Do keep the termination form for a minimum of 2 months from the service cancellation request date


  • 15. I have returned the rental device to P1, but I was not asked to complete any termination form.
    Please ensure that you have returned the rental device to the P1 authorised service centre. The termination form is compulsory. However, if the respective outlet has not provided any, please write to us via online form and provide the rental device returned date, person in charge name, outlet name and address for us to follow up. Please allow 7 working days for us to follow up with the respective P1 Authorised Service Partner and Logistic. We will update the system and revert to you on the rental device status.
  • 16. If the termination form is compulsory, then why P1 did not enforce the authorised service centre to provide to the customer?
    Please be informed that we do not condone such non compliance to the standard P1 terms and conditions.  If such situation occurs, please write to us via the online form and provide the rental device returned date, person in charge name, outlet name and address for us to follow up. Please allow 7 working days for us to follow up with the respective P1 Authorised Service Partner and Logistic. We will update the system and revert to you on the rental device status.
Payment Channels
  • 1. Auto Pay
    Pay by auto-charging your credit card/debit card on fixed schedule and receive RM5 additional monthly discount.
    It’s easy! Just contact us at any channel below and we will process your application. You just need to have your Credit Card with you and mobile number you registered your card with the bank as we require One Time Pin to process your application.
    a) Use our Online Support Form
    b) Live Chat (9am – 6pm Monday to Friday) at http://p1.com.my/customercare
    c) Walk in to our P1 Centre or P1 Resellers

    *Not available to business plan subscribers, except ForBiz subscribers only.
  • 2. Self Care
    Enjoy the convenience of payment right through your PC. Login to your Self Care account and make payment via Visa® or Mastercard®

    *Not available to business plan subscribers, except ForBiz subscribers only.
  • 3. Internet Banking
    Forget about queuing up; pay your bills online from the bank of your choice.
    AmBank
    www.ambankgroup.com
    Ambank Credit Card – Visa/Master
    Ambank Saving and Current Account

    Payment update will be next Working Day (after 3pm).
    CIMB Bank
    www.cimbclicks.com.my
    CIMB Savings and Current Account

    Payment update will be next Working Day (after 3pm).
    Citibank
    www.citibank.com.my
    Citibank Credit Card - Visa / MasterCard

    Payment update will be next Working Day (after 3pm).
    Financial Process Exchange (FPX)
    Financial Process Exchange (FPX)
    Selected Banks Savings and Current Account - Click here .

    Payment update will be next Working Day (after 3pm).
    Hong Leong Bank
    www.hongleongconnect.com.my
    Hong Leong Savings and Current Account

    Payment update will be next Working Day (after 3pm).
    RHB
    www.rhb.com.my
    RHB Credit Card – Visa / MasterCard
    RHB Savings and Current account

    Payment update will be next Working Day (after 3pm).
    POS Online
    POS Online
    Any Savings / Current Account of Bank Islam, RHB
    Bank, Affin Bank, Al Rajhi Bank, CIMB Bank, Public
    Bank, Hong Leong Bank, Alliance Bank, MEPS Cash, Visa and Master

    Payment update will be next Working Day (after 3pm).
    Maybank
    www.maybank2u.com.my
    Credit Card – Visa / MasterCard
    Maybank Savings and Current Account

    Payment update will be next Working Day (after 3pm).
    MBF Cards
    www.mbfcards.com.my
    MBF Credit Card – Visa / MasterCard

    Payment update will be next Working Day (after 3pm).

  • 4. Automatic Teller Machine (ATM) & Cash Deposit Machine (CDM)
    CIMB
    www.cimbclicks.com.my
    CIMB Contact Center:-
    1 300 880 900 (local) /
    (603) 2295 6100 (oversea)

  • 5. Walk In Payment
    You can pay your bills over-the-counter at the following locations for a more personal touch!
    Channel Payment Instruction
    Maybank (Cash/Cheque)
    WALK IN
    Kindly fill in a deposit slip ( Form CA97 ) and have the following details written clearly.
    Account No : 514413109779
    Payee Name : P1.Com Sdn Bhd
    Reference No (MANDATORY) : (9 digit Bill Account No)eg- 100XXXXXX
    POS Malaysia
    WALK IN
    Pay by cash at any Pos Malaysia branch nationwide.
    P1 Outlets**
    WALK IN
    Kindly provide your P1 account number during payment at P1 outlets.

    Please ensure you receive P1 official receipt from our friendly staff & keep it for future reference.
    Do not accept any other receipt except the one shown here.
    **Payment via credit card and cheque can only be accepted at P1 Centers at Jalan Templer (Petaling Jaya), Bay Avenue (Penang Island) and Taman Molek (Johor Bahru).
    • Please ensure your Account No is stated at the ‘Reference No’ field.
    • After a successful payment, please ensure you retain the payment slip from the bank as proof of payment.

    Cheque:
    Crossed cheques are to be made payable to P1.Com Sdn Bhd with your account number and contact number stated at the back of the cheque.

    Kindly take note that your payment will be considered paid on your cheque clearance date, while post-dated cheques or cheques with alterations are not accepted. For outstation cheques, please remember to include a commission sum for inland exchange of 0.03% of the cheque amount or a minimum of RM0.50, whichever is higher.

  • 6. What are my payment options for P1?
    You can make payment at any of these locations. Alternatively, you can choose to pay online at the comfort of your home or office via your Self Care account, as long as you have a valid credit card.
  • 7. How do I make a payment over the bank counter?
    You need to fill in the payment slip with clear, easily readable letters. Fill in the total amount (Net Total), P1 account number (Reference No.), and bill number (Description) in the respective fields. Please click here for a list of banks and other locations offering over-the-counter facility. Please find a sample payment slip with the requisite details filled in below.  


  • 8. Why is my payment restricted when I pay using credit card via P1 SelfCare account?
    The payment amount restriction is a form of protection for our customers against any dispute pertaining to credit card payment via P1 Self Care account.
  • 9. I would like to pay more to P1 as I will be away for travelling. Can I pay more using credit card via my P1 SelfCare account?
    There is an amount restriction when paying using credit card via P1 Self Care account. If you wish to pay more than your current billed and unbilled amount using credit card, please write to us via this online form
  • 10. I noticed some of the payment channel example (ie phone-in-payment, mail in cheque, payment through OCBC & HSBC, ATM at MBB and Ambank, online payment at HSBC and PBB) had been removed from the payment channel website, when is the effective date of the changes?
    Yes, some of the payment channel as specified above had been removed effective 1 April 2016.
  • 11. What happen if I had accidently bank in through the old payment channel?
    We will still support during the transition period until 30 June 16. Your payment will still be captured and updated to your account provided that you had put in your wimax account number.
  • 12. What about after the transition period of 30 June 2016?
    After 30 June 2016, payment channel that had been removed will not accept bill payment any more. Any payment that had been make accidently will need to provide proof of payment to us for manually update. You will need to contact customer care for support.
  • 13. Why are there changes on the payment channel?
    We are streamlining our payment channel to improve business process as well as user experience. We will introduce more payment channel in the short coming month, please stay tune for more updates.
Refund
  • 1. I have terminated the service within cooling off period. When can I get my refund?
    Refund will be processed within 45 days from the SMS/email notification sent date. The notification is proof that the rental device/s and termination form are completed and returned to P1 authorised service centre.
  • 2. How do I get my refund for termination within cooling off period?
    The refund will be processed within 45 days and delivered via cheque to the billing address as per the registration form.
  • 3. I have moved to a new location. How can I get my refund for termination within cooling off period?
    Please provide the correct mailing address to P1 by completing this online form.  Please check the email reply from P1 to ensure that the information is received and processed. Do allow 7 working days for status change reply from P1 as we need to update the information into the system and ensure that there is no duplicate of refund on the same P1's account number by Finance Department
  • 4. I have not received my refund via cheque after 45 days from the SMS/email notification received date.
    Please provide the correct mailing address to P1 by completing this online form. Please check the email reply from P1 to ensure that the information is received and processed. Do allow 7 working days for reply from P1 as we verify the refund processing completion by Finance Department and track on the delay reason.

    If you have opted for bank-in option; please check with your respective bank on the transfer status.
  • 5. I have been waiting for more than 45 days on the refund and I do not want to wait anymore. How can I get my refund speedily?
    Please provide the Malaysian Bank Account Number, Account type (savings or current)  and registered full name by completing this online form. Please check the email reply from P1 to ensure that the information is received and processed. Do allow 15 days for the refund completion to the Malaysian Bank Account Number.
  • 6. I am a foreigner and I will be leaving Malaysia soon. Please expedite the refund processing.
    Please complete the refund request by completing this online form and provide the proof of departure date (i.e. flight ticket). The mode of refund is via local (Malaysia) cheque issuance which is to be self collected from the three P1 Centres only
    Important Notice: Please allow P1 a minimum of 15 days to process the refund before the departure date.
  • 7. I am a foreigner and I will be leaving Malaysia soon. Please process the refund to my homeland bank account.
    Please provide the Bank Account Number, Account type (savings or current) and registered full name by completing this online form.  Please check the email reply from P1 to ensure that the information is received and processed. Do allow 45 days for the refund completion to the international Bank Account Number. Important Notice : Please be informed that any bank administration charges incurred will be deducted from the total amount prior to refund completion.
  • 8. I have received an extension for cooling off period. Please process refund speedily to me.
    Please write to us via this online form with proof of the cooling off period approval extension attached for our verification and refund processing. Do check the email reply from P1 to ensure that the information is received and processed. The refund process will take 45 days from the email received date.
  • 9. I have lost the device during the cooling off period. Can I deduct the upfront payment and pay the balance of the device fee?
    Sorry, please settle the full charges of the lost device fee. We will process the refund within 45 days upon device status updated into the system.
Auto Pay
  • 1. What is P1 Auto Pay service?
    P1 Auto Pay is an automatic payment service where your monthly bill will be automatically paid via your Visa® or MasterCard® Credit Card/Debit Card.
  • 2. Do you accept Diners/ American Express (Credit Card/Debit Card) issued by foreign financial institutions?
    No. We only accept Visa® or MasterCard® issued by registered Malaysian financial institutions.
  • 3. I am interested to sign up for Auto Pay. What should I do?
    It’s easy! You just need to have your Credit Card with you and the mobile number you registered your card with as we will require One Time Pin sent by your bank to your mobile to register Auto Pay service. You can register P1 Auto Pay by any of the following method :
    a) Use our Online Support Form
    b) Live Chat (9am – 6pm Monday to Friday) at http://p1.com.my/customercare
    c) Walk in to our P1 Centre or P1 Resellers
  • 4. What are the supporting documents needed for Auto Pay?
    We don’t require any supporting documents to register for P1 Auto Pay service. For security purposes, we will authenticate the registration of P1 Auto Pay with a One Time Pin sent by your bank via SMS.
  • 5. What is the Auto Pay incentive given to customer and is it applicable for all plans subscribed?
    All consumer 4G plans (broadband and voice) and ForBiz subscription paid via the Auto Pay service will enjoy RM5 rebate reflected in the following month’s bill.
  • 6. I am a subscriber of both P1 Home and P1 On-The-Go plans, do I get the Auto Pay incentives?
    Yes! You get to enjoy RM5 rebate off on your monthly bill upon successful charging of your Credit Card / Debit Card via Auto Pay. Auto Pay rebate will take effect on the next month's bill.
  • 7. How long does it take for Auto Pay to be activated?
    Your Auto Pay service will be activated upon confirmation of your Credit Card / Debit Card details from the issuing bank. Once your application is approved, P1 will notify you via email.
  • 8. Can I subscribe to P1 Auto Pay if I don’t have access to the mobile phone registered with my bank issuing Credit Card?
    No, we require a One Time Pin (OTP) sent by your bank to your registered mobile number via SMS. Unfortunately we are unable to proceed if the correct OTP is not provided.
  • 9. Can I sign up for Auto Pay using a 3rd party Credit Card/Debit Card?
    No, you can’t use 3rd Party Credit Card/Debit Card, as we require the owner of the card to provide the One Time Pin (OTP) to authorize the Auto Pay registration.
  • 10. What should I do if I want to terminate my Auto Pay service or changes on Auto Pay Credit Card/Debit Card detail?
    If you need to change or cancel Auto Pay subscription, you can contact us at any channel below :
    a) Use our Online Support Form
    b) Live Chat (9am – 6pm Monday to Friday) at http://p1.com.my/customercare
    c) Walk in to our P1 Centre or P1 Resellers
  • 11. What are other terms & conditions of this Auto Pay?
    The Auto Pay is only applicable on successful charge of the monthly bill paid in full. User’s account must be in active and non-suspended status to be eligible for this Auto Pay rebate.
  • 12. I’m a subscriber of your previous Auto Pay 5% rebate plan, do I need to do anything to change to this new Auto Pay RM5 rebate plan?
    All existing P1 Auto Pay customer will be automatically changed to this new plan, there is no additional steps required.
  • 13. I’m existing Auto Pay 5% rebate plan, can I still stick to my existing Auto Pay plan?
    No. All existing Auto Pay 5% rebate plan customers are automatically covert to the new Auto Pay RM5 plan from 2 February 2016 onwards.
Network Status Self Check
  • 1. What is Network Status Self Check?
    It is a service for you to perform self check on your network site status. You can send SMS to a short code with your P1 Account Number or modem MAC address and the system will reply on your most connected network site status.
  • 2. How do I use the service to check my network site status?
    There are 2 options to check your site status, by Account number or modem MAC address and send to 33213.


  • 3. Can I send multiple enquiries to check my network site status in short period of time?
    Yes, every enquiry sent will receive a reply. However, you are not advised to perform multiple checking in a short period of time.
  • 4. Can my family members/ friends help to check on network status?
    Yes, they can as the Network Status Self Check only requires Account Number or MAC address.
  • 5. Can I key in multiple Account Number or modem MAC address in one SMS?
    No, if you key in multiple account number or modem MAC address, you will receive a reply stating invalid input. Please key in only one Account Number or modem MAC address per SMS.
  • 6. How much do I need to pay for the service?
    Cost for you to send SMS to short code varies; based on your mobile service provider. For the reply from our system to you, there is no premium charges applied by P1.
  • 7. What will happen if I send wrong format/ short code?
    You will receive a reply, the account number/ MAC address keyed in is not valid or invalid keyword.
  • 8. What is my most connected site?
    Your most connected site is the site you connected the most for the past month. For your info, a subscriber could have connected to multiple sites in a month.
  • 9. I do not know my Account number or modem MAC Address.
    You can check for Account number in your Self Care account or MAC address from your modem label. Alternatively, please write to us via this Online Support Form with your Identification Card number with your query to check Account number and modem MAC address. We will revert to you within 24 hours via email.
Mobile Selfcare App
  • 1. What is P1 Self Care App??
    P1 consumer & business customers are now able to view their account information, billing information and data quota information through P1 Self Care App. Customers can also make payment and manage their account information through the P1 Self Care App.
  • 2. Who is eligible to use this service? Where can I download the App??
    All P1 Postpaid consumer and business customers are eligible to use this service. Simply download the P1 Self Care App through Android Play Store or iOS App Store for FREE.
  • 3. What should I do after downloading the P1 Self Care App?
    If you already have an existing P1 Self Care account, you may login with the same username and password. If you do not have it yet, please follow the two step guide below,

    Step 1 – Sign Up

    If you do not have a Self Care login yet, you may create one by clicking the “Sign Up” button within the P1 Self Care App.

    Step 2 – Account Activation

    Once Sign Up is completed , you will receive an activation code via email. You can either activate by clicking the hyperlink in the email or entering the 8 digit Activation Code in Mobile App under “Account Activation”.
  • 4. I’ve forgotten my password, what should I do?
    You may click the “Forgot Password” button in the P1 Self Care App and enter your Username and NRIC. Once verificiation complete, you will receive a temporary password send to your registered email address.
  • 5. Will the P1 Self Care App save my password upon login?
    No, P1 Self Care does not save your password for security reason.
  • 6. Can I make a payment through the P1 Self Care App?
    Yes, the P1 Self Care App will redirect your browser to the P1 website for payment using Credit Card. You may also purchase top up quota using the P1 Self Care App.
  • 7. What is the minimum requirements to use the Self Care Service?
    To avoid any display or functions issues, you need to ensure that you are using iOS 7 and above or Andriod 4.2 Jelly Bean and above.
  • 8. Does P1 Self Care App send me alert if there is new version available?
    Please enable Auto Update in your device setting. Once enabled, the App will automatically be updated with latest features and fixes once available.
  • 9. Do I need to login to use P1 Self Care App?
    Yes, you need to login with your username and password to use P1 Self Care app.
  • 10. Will deleting P1 Self Care App from my phone effect my account with P1?
    No, deleting the P1 Self Care app will not impact any other services you have with P1.
Selfcare