Frequently Asked Questions
Signing Up and Installation
Follow 3 simple steps to stay connected and get ahead, as illustrated in the picture below:
Installation can typically be scheduled for 24 hours after registration is processed for customers in Kuala Lumpur and Selangor. For customers from other states, installation can be scheduled three business days after registration is processed. The actual installation process takes around 1 to 2 hours.
Discounts and Promotions
Flyline offers various promotions and discounts throughout the year. Here are the FLYLINE FIBER PACKAGE options:
Contact our customer service to learn about our current offers.
Billing and Payments
Flyline bills can be paid online through bank transfer, or at any of our authorized payment centers.
Final bills will be issued after the termination process is completed and the equipment is collected.
Refunds will be processed within a month after equipment collection. You will be notified once the refund is processed.
Please contact customer service to arrange an alternative refund method.
Refunds to third-party accounts are generally not allowed. Please contact customer service for specific cases.
Plan Upgrades and Changes
To upgrade your plan, contact our customer service. We will guide you through the upgrade process, which takes around 24 hours to take effect. Your new subscription fee will apply immediately after the upgrade, with a prorated fee structure.
No charges apply when upgrading your existing plan. However, for contract plans, every upgrade will reset your contract period to a new 12 or 24 months.
Termination and Cancellation
To cancel your service, contact our customer service to arrange for our technician to collect the modem and router. Prorated charges may apply based on the collection date.
Contract Plan: If the service is unsatisfactory due to technical issues and remains unresolved within the first 30 days, cancellation within this period is allowed without penalty. After 30 days, you will be charged with the early termination penalty fees which is the full subscription fee of the remaining contract period.
Non Contract Plan: No cancellation fee. A RM500 deposit will be refunded to foreigners and RM350 to locals within a month after we collect the devices. Refund is contingent upon the devices being in good condition.
Contact our customer service to arrange the termination and the collection of your modem and router.
Yes, immediate termination requests can be processed through our customer service. However, you are required to complete the full month.
Charges depend on your plan and contract terms. Refer to our cancellation policy for detailed information.
Multiply the number of remaining months by your monthly fee as per your plan.
Check your termination status by contacting our customer service.
Troubleshooting and Support
- Kindly turn off the modem and router for 5 minutes, then turn them back on.
- Wait 2-3 minutes until the lights stabilize.
- Try connecting to the internet again.
If you are still unable to connect:
- Kindly take a video of the modem and router and share it with us.
- The video should show the following:
- The lights on both devices
- The cables connecting both devices
If the equipment is damaged by the customer, a service fee of RM80 plus the cost of the equipment will be charged. For further information about the equipment costs, please contact our customer service.
Subscription fees are due within thirty (30) days of the invoice date. If a payment is missed, you will receive three (3) reminders. If payment is not made within thirty (30) days, your service will be suspended.
Upon suspension, you may be allowed to reconnect your service at our discretion by paying the full amount of outstanding invoices along with an additional reconnection fee. For details on the reconnection fee, please contact our customer service.