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Frequently Asked Questions

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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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Payment Channels
  • 1. Auto Pay
    Pay by auto-charging your credit card on a fixed schedule and receive 5% additional monthly discount.
    It’s easy! Just download the Auto Pay form or if you have a paper bill, fill in the cut off portion and then attach it here with a photocopy of your Credit Card (front) and NRIC (front & back). You can also fax it to us at 03-74508088. Click here for more info.

    *Not available to business plan subscribers, except ForBiz and ForBiz Fiber 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 and ForBiz Fiber 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).
    HSBC Bank
    www.hsbc.com.my
    HSBC Credit Card
    HSBC Savings and Current Account

    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).
    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).
    Public Bank
    www.pbebank.com.my
    PBB Credit Card - Visa/Master
    Public Bank Savings & 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).
    UOB Bank
    payonline.uob.com.my
    UOB Credit Card – Visa / MasterCard

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

  • 4. ATM (Automated Teller Machine)
    Pay your bills via your Bank ATM machines.
    Ambank
    www.ambankgroup.com
    Ambank Contact Center:-
    1300 80 8888 (local) /
    (603) 2178 8888 (oversea)
    • Bill Payment through ATM is only for Ambank registered payee. Payee registration can be done at AmOnline
    CIMB
    www.cimbclicks.com.my
    CIMB Contact Center:-
    1 300 880 900 (local) /
    (603) 2295 6100 (oversea)
    Maybank
    www.maybank2u.com.my
    Maybank Contact Center:-
    1 300 88 6688 (local) /
    (603) 7844 3696 (oversea)

  • 5. CDM (Cash Deposit Machine)
    Pay your bills via CDM machines.
    CIMB
    www.cimbclicks.com.my
    CIMB Contact Center:-
    1 300 880 900 (local) /
    (603) 2295 6100 (oversea)

  • 6. Walk In Payment & Cheque Deposit Box / Machine
    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
    OCBC (Cheque) OCBC Easi Cheque Drop Box at branches
    and selected Petronas stations*
    Kindly fill in a Quick Deposit Slip and have the following details written clearly.
    Account No : 108-102053-6
    Payee Name : P1.Com Sdn Bhd
    Ref#1 (MANDATORY) : (9 digit Bill Account No)eg- 100XXXXXX
    POS Malaysia
    WALK IN
    Pay by cash at any Pos Malaysia branch nationwide.
    HSBC
    (Cheque Deposit Machine)
    Kindly go to "Bill Payment Page", key in your 9 digit Bill Account No. and select P1 from the drop down box of Cheque Deposit Machine.
    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.
    *Selected Petronas stations (OCBC Easi-Check Drop Machine) at Balakong, Pandan Indah, Taman Samudera (Batu Caves), Bukit Tinggi (Klang) and Kesas Timur (KL-Bound)
    **
    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.

  • 7. Phone In Payment
    Phone in with your credit card details to settle your bill. We accept Visa® and MasterCard®
    MBF Credit Card Holder Only :
    Call 24 hours MBF Customer Service Hotline at +603-21677600
    Credit Card – Visa/MasterCard
    Please call P1 Careline at 13388 (Short Code for P1 Voice customers); Hunting Line: 1300 03 1300 (8am – 11pm daily)
     
    More Info

  • 8. Postal Mail
    Send in your cheques via mail! Write the account holder name as P1.Com Sdn Bhd. Remember to write your account number at back of the cheque. Then mail it to P1.Com Sdn. Bhd., P.O. Box 50, Jalan Klang Lama, 58700 Kuala Lumpur.
  • Reminder
    • Please make sure that all transaction currencies are in Ringgit Malaysia.
    • P1 does not accept cash payments sent via mail.
    • All non-cash payments should be crossed and made payable to P1.Com Sdn Bhd.
    • Please state your name / company name and bill account no. on the reverse side of cheque and at the reference column of the respective bank-in payment slip.
    • Post-dated cheques and alterations on cheques will not be acceptable.
    • For outstation cheques, please include a commision for inland exchange of 0.03% of the cheque amount or a minimum of RM0.50, whichever is greater.
    • Your payment will take 1 working day for the bank to clear and reflect in your payment history.
    • Your service will be subjected to temporary interruption if full payment is not received by the due date.
    • Interest will be charged on the overdue amount at 1.5% or RM10 per month whichever is higher.
    • For reactivation of line, a reconnection fee of RM20 applies.
    *(Note : Only Credit Card Issued by Malaysian or Singapore Bank is allowed for payment transaction)
Payment
  • 1. 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.
  • 2. 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.  


  • 3. Why is my payment restricted when I pay using credit card via P1 Self Care 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.
  • 4. 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 Self Care 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
Billing
  • 1. Understand Your Bill
    Learn more about your bill to make bill payment a hassle free experience.
    Print this bill
     

  • 2. What is my unbilled amount?
    Your unbilled amount is the amount of charges incurred since the last billing date until the next bill generation
  • 3. 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

  • 4. 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.
  • 5. 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.
  • 6. 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.
  • 7. 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. 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.
  • 2. 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.
  • 3. 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.
  • 4. 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.
  • 5. Do I need to return the rental device upon cancellation?
    Yes, you will need to return the rental device to P1 upon service cancellation. The rental device is to be returned in good working condition including the accessories, quick installation guide and in its original packaging.
  • 6. 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.
  • 7. What do I need to do after submit my request for service cancellation?
    Please follow this 2 simple steps to complete your termination request :
    i. Settle all oustanding and current bill charges immediately
    ii. Return the rental modem to P1 Authorized Service Partners in good working condition and in its original packaging.
  • 8. 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.
  • 9. 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.
  • 10. 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.
  • 11. 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.
  • 12. 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.
  • 13. 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


  • 14. 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.
  • 15. 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.
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.
  • 2. Do you accept Diners®/American Express®/credit cards issued by foreign financial institutions?
    No. We only accept Visa® and MasterCard® issued by registered Malaysian or Singaporean financial institutions.
  • 3. I am interested to sign up for Auto Pay. What should I do?
    It's easy! Just download the Auto Pay form or if you have a paper bill, fill in the cut off portion and then attach it via here with a photocopy of your Credit Card (front) and NRIC (front & back). You can also fax it to us at 03-74508088.
  • 4. What are the supporting documents needed for Auto Pay?
    You will need to send us a complete Auto Pay form with a photocopy of your Credit Card (front) and NRIC (front & back). You can either attach it here or fax it to us at 03-74508088.
  • 5. I signed up for Auto Pay before this promotion. Do I get to enjoy the benefits?
    Yes! Existing Auto Pay subscribers are eligible for this promotion. It will be automatically converted to the new 5% rebate scheme once the previous Auto Pay promotion of 13th month waiver is expired. However, you may choose to change to the new 5% rebate Auto Pay promotion immediately even before the expiry of your 13th month waiver promotion. Please take note that the 13th month waiver will be superseded by the new 5% auto pay rebate once converted.
  • 6. What is the procedure for existing customer who has subscribed to existing Auto Pay scheme and wishes to change to this new 5% Auto Pay rebate?
    Customer who wishes to switch to the new 5% Auto Pay rebate from the existing 13th month waiver can either:

    (a). Write to us here with the completed Auto Pay form OR

    (b). Walk into your nearest P1 Center:

    P1 Centre
    P@ddock
    Packet One Networks (Malaysia) Sdn Bhd, Packet Hub, Level G, 159, Jalan Templer, 46050, Petaling Jaya, Selangor, Malaysia.

    Operating Hours:
    - 9 a.m. – 6 p.m. (Mon to Fri)
    - 9 a.m. – 1 p.m. (Saturday)
    - Closed on Sunday and Public Holidays
    P1TSTOP - Penang
    Blk G-21-1,2 & 3, Bay Avenue, Lorong Bayan Indah Satu, 11900, Penang, Malaysia.

    Operating Hours:
    - 9 a.m. – 6 p.m. (Mon to Fri)
    - Closed on Saturday, Sunday and Public Holidays
    P1TSTOP - Johor Bahru
    43A, Jln Molek 1/29, 81100 Taman Molek, Johor Bahru, Johor, Malaysia.


    Operating Hours:
    - 9 a.m. – 6 p.m. (Mon to Fri)
    - Closed on Saturday, Sunday and Public Holidays
    Click here for other P1 outlets

  • 7. Is Auto Pay incentive applicable for all plans subscribed?
    Yes, it’s applicable for all 4G and Fiber ( broadband and voice ) subscription paid via the Auto-pay service.
  • 8. I am a subscriber of both the home and on-the-go plans, do I get the Auto Pay incentive?
    Yes! You get to enjoy 5% rebate off on your monthly bill upon successful charging of your credit card via Auto-Pay. The 5% rebate is applicable on the net amount of the bill after excluding all Promotional rebates, adjustment and waivers and it is NOT applicable to voice charges and/or taxes.
  • 9. How long does it take for Auto Pay to be activated?
    Your Auto Pay service will be activated upon confirmation of your Credit Card details from the issuing bank. Once your application is approved, P1 will notify you via email.
  • 10. Can I sign up for Auto Pay using a 3rd party Credit Card?
    Yes, you can but we require a 3rd party authorization letter to be attached with the Auto Pay form (signed by the card holder), photocopy of the card holder’s Credit Card (front) and copy of the card holder’s NRIC (front and back).
  • 11. What should I do if I want to terminate my Auto Pay service or changes on Auto Pay Credit Card detail?
    Just download the Auto Pay form and attach the completed form here or fax it to us at 03-74508088.
  • 12. If I am an existing Auto Pay subscriber, how do I switch to the new 5% Auto Pay rebate scheme?
    You just need to complete the Auto Pay form and attach it here. You can also fax it to us at 03-74508088.
  • 13. What are other terms & conditions of this Auto Pay?
    The Auto Pay is only applicable on successful charge of the monthly net recurring charges (excluding activation fees, promotional rebates, adjustment and waivers). User’s account must be in active and non-suspended status to be eligible for this Auto Pay rebate.
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.