FAQ for Mobile Internet Plans 1 How do I subscribe to a ... - Maxis

FAQ for Mobile Internet Plans
1 How do I subscribe to a Mobile internet package?
To subscribe dial *100#, go to 'Internet and Settings' and then to 'Mobile Internet'.
2 What do I need in order to use Mobile Internet?
In order to use Mobile Internet you require the following:
GPRS or 3G activated (To activate, dial *136# or call Customer Service)
To get the right phone settings for your device and to activate your GPRS/ 3G settings,
dial *100#, go to 'Internet and Settings' and select 'Phone Settings'
3 How much is a Mobile Internet pass?
Mobile Internet passes start from RM2. Yo uwill be shown the price of each package
before you make a purchase or subscribe to a pass.
4 How am I charged for Mobile Internet when I am roaming?
If you are overseas and use the Mobile Internet on your phone, you will be subject to
two different charges: the foreign (overseas) data charges and the local (Maxis) data
charges.
If you have an active data package, then you will only be charged for the foreign data
charges. Otherwise, if you do not have an active data package OR you have exceeded
your volume cap on your data package, then you will be subject to the two different
charges by the foreign (overseas) roaming operator and the local (Maxis) operator.
5 Do these Mobile Internet packages cover local(Maxis/ Malaysian) data charges while
on roaming?
That depends on whether you have an active data package.
If you have signed on for a 1Hour, 1Day, 1Week or monthly Mobile Internet pass, then it
will cover local (Maxis) data charges and you will only need to pay the foreign (overseas)
data charges. If you do not have an active data package OR you have exceeded your
volume cap on your data package, then you will incur local (Maxis) data charges and the
foreign (overseas) data charges.
Maxis recommends you maintain a Monthly package if you are going to actively use
Mobile Internet services at home and abroad.
6 What if I purchase any of the Data Roam Unlimited packages?
When using data on any of the Data Roam Unlimited data packages, there will be no
local (Maxis) data charges. You will only pay a fixed fee for data service as long as you
have an active subscription to a Data Roam Unlimited package.
Please go to Maxis website > Mobile & Plans > International Roaming, for more info.

7 Would the speed for data connection reduce when I exceed the volume cap of my
Monthly pass?
No. Unlike the other telcos, we do not reduce our speed when you exceed your capped
limit.
8 How much do I have to pay if my usage exceeds the volume cap of your Time Based
pass (i.e. 1Hour or 1Day pass)?
For 1Hour or 1Day pass, when you start browsing again after you have exceeded your
capped amount, you will be charged the Pay-Per-Use rate if you are not subscribed to
any Monthly Pass.
For example, if you have an 1Hour pass and yet have used up all your 100MB within 10
minutes, then you will incur pay-per-use charges.
9 I had subscribed for 1Day Pass and have fully utilized the maximum volume quota
before the 24 hours is up, can I re-subscribe to another Day Pass?
Yes, your previous 1Day Pass will expire allowing you to purchase another time-based
pass.
You can have only one Time Based pass (non-monthly pass) and one Monthly pass at the
same time. One cannot subscribed to 2 Time-based or 2 Monthly pass at the same time.
10 Can I subscribe for a Time-based pass ( (1Hour, 1Day...) and a Monthly Pass together?
You can have an active Time-based Pass and an active Monthly Pass (i.e. 500MB, 1.5GB
and 3GB) at one time.
However, a Time pass will always be utilized first if it is still active, once the Time-based
pass expires, then the Monthly pass automatically becomes active.
11 How will I be charged once my Postpaid Monthly pass volume quota has been
exceeded?
When you reach your Monthly pass volume cap for Postpaid customers, the session will
not be disconnected but there will be a SMS notification. Subsequent usages will be
charged at RM 0.30/MB capped at a maximum charge of RM250 per line.
12 Can MISM customer subscribe to the time based passes?
Only primary line can subscribe, all the secondary SIMs data plan will automatically
follow the primary Time-based data pass.
13 Can SIMM customer subscribe to the time based passes?
Yes, Both the primary and secondary line can subscribe for the time pass or the monthly
pass
14 Can I unsubscribe from a Time Based pass (eg. 1Hour, 1Day, 1week…etc)?
No. the pass will expire automatically when the duration of the pass has expired or you
have reached the capped limit. You may only unsubscribe frorm a Monthly Pass,

However take note when you cancel your Monthly pass, your charges and volume quota
will be pro-rated.
15 How am I charged for my Monthly package?
You will be charged based on your bill cycle date, therefore if your Monthly data
package the cost and volume quota will be pro-rated according to the number of days of
the data package is active until the next bill cycle date. You will be informed of your prorated
price (RM) and volume (MB) in your confirmation SMS.
Example:
Activation date: 15/08/2011
Monthly pass: Monthly 500MB.
Bill Cycle: BC 10.
Pro-rated Price = (15/08 - 10/09)/(10/08 - 09/09) x RM 58 = 27/31 x RM 58 = RM 50.52
Pro-rated Volume = (15/08 - 10/09)/(10/08 - 09/09) x 500MB = 27/31 x 500MB = 435 MB
16 How do I cancel my Monhtly Pass?
To cancel a Monthly Pass, dial *100#, go to 'Internet and Settings' and then to 'Mobile
Internet' and choose ""Cancel Monthly Pass. A notification SMS will be sent informing
you of your pro-rated volume quota (MB) and pass price (RM).
Example:
Cancellation date: 15/08/2011
Monthly pass: Monthly 500MB.
Bill Cycle: BC 10.
Pro-rated Price = (10/08 - 20/08)/(10/08 - 09/09) x RM 58 = 10/31 x RM 58 = RM 18.71
Pro-rated Volume = (10/08 - 20/08)/(10/08 - 09/09) x 500MB = 10/31 x 500MB = 162 MB
17 In what other scenarios will pro-rating of Monthly pass volume and price happen?
Other scenarios which cause pro-ration:
• Bill cycle change - Eg. Move from Bill Cycle 7 to 21, therefore you will receiving
the bill on the 21st of every month rather than the 7th of each month.
• Data package change - Change from one Monthly pass to another.
Eg. For a customer on Bill Cycle 7, changing data package from Pass A (Monthly
500MB) to Pass B (Monthly 3GB).
Please take note if you have used more data than your pro-rated volume quota. You will
incur Pay-per-use charges for all the excess usages:
For example: If you cancel your Monthly 100MB half way through the month, your prorated
volume quota would be 50MB. And if your accumulated usage at the point of
cancellation is 60MB, you will be charged pay-per-use rates for remain 10MB.
18 What happens to my volume quota and charges if change my Monthly pass from
500MB to 3GB?
If you change from Pass A (Monthly 500MB) to Pass B (Monthly 3GB) on the 15/08.
Pass A - Monthly 500MB
Ends on: 15-Nov-2010
Pro-rated Price: 7/31 x RM 58 = RM 13.10

Pro-rated Volume: 7/31 x 500MB = 129.03 MB
Pass B - Monthly 3GB
Starts on: 15-Nov-2010
Ends on: 15-Nov-2010
Pro-rated Price: 24/31 x RM 88 = RM 68.13
Pro-rated Volume: 24/31 * 3072 MB = 2,378.32 MB
19 Can I change my Monthly pass subscription before it expires?
If you are using a contracted data packages (tied to a device Eg. Apple or Blackberry) or
any unlimited data packages, you cannot change your to any other Monthly pass.
You may only upgrade a Monthly Data package and choose a higher volume quota. (Eg.
Monthly 100MB to Monthly 500MB).
To downgrade a Monthly package to a lower volume quota, please call Customer Service.
20 I purchased my current device with a data package. Now I'd like to change my Monthly
data package subsription. Can I do this?
Yes, although you will incur a penalty fee for breaking the terms of your contract. You
will not be able to buy any Mobile Internet Package via dialling *100#. Please contact
Customer Service.
21 Can I unsubscribe from a Postpaid Monthly pass?
Yes, you can. Just dial *100# > Internet & Settings > Mobile Internet to deactivate your
package. The price and volume quota will both be pro-rated according to your
subscription period prior to deactivation of the Monthly pass.
22 How will I keep track of my usage of my Mobile Internet pass?
You will be able to track the expiry and accumulated usage via your phone. Just dial
*100#, select 'Internet and Settings', select 'Mobile Internet' and choose 'Check Status'.
23 How do I purchase Quota Upgrades?
If you are already subscribed to a Monthly pass, dial *136*9# and select your desired
Quota Upgrade pass.
24 Could I purchase a Quota Upgrade without an active Monthly Pass?
No, in order to be entitled for Quota Upgrades, you must have an active Monthly pass.
25 When will I get notification SMS' for my pass usage?
When you hit 80% and 100% of your volume quota usage, you will automatically receive
an SMS informing you of your usage at that moment.
Also at any time, you can go to the 'Check Status' option in the 'Mobile Internet' menu to
check on your exact usage (MB/GB) at that time.
26 Are my SMS notifications and 'Check Status' realtime for all Postpaid Mobile Internet
packages?

For Time-based packages the SMS notification and Check Status is real-time.
However for the Monthly packages there will be a delay and hence is only near real-time.
This could translate in the late arrival of the 80% and 100% SMS notification.
27 How do I check my Mobile Internet usages?
Dial *100#, select ‘Internet and Settings’, then ‘Mobile Internet’ and choose ‘Check
Status’ to check your on your Mobile Internet subscriptions.
You could have multiple subscriptions at any one time, which will all be displayed under
‘Check Status’. Dial ‘01’ for ‘Next Page’ if you have multiple Mobile Internet
subscriptions.
28 Am I charged each time I check my Mobile Internet usages?
No, it’s a free service.
29 What are the packages that you offer for Mobile Internet?
Dial *100#, select ‘Internet and Settings’, then ‘Mobile Internet’ to see what are the
Mobile Internet packages on offer.
30 When will I receive an SMS notifications for Mobile Internet service?
• Some of the instances where an SMS notifications are sent are:
• A Mobile Internet pass is activated and deactivated (Monthly only).
• When a Monthly pass is renewed.
• Notification SMS will be sent when your volume quota is used up and also when
your pass expires.
31 Am I charged for the SMS notifications?
No, all the SMS notifications for Mobile Internet are free.
32 Can I get Mobile Internet passes via EasyMenu (*100#)?
Yes, you can get Mobile Internet pass, on EasyMenu (*100#). In the future we will have
more channels to get Mobile Interent passes.
33 I do not want to receive the SMS notifications. How do I cancel it?
Sorry, unlike other promotional SMS’ selling services and products, the SMS notifications
for Mobile Internet is intrinsically part of the service and cannot be cancelled.
34 How do I purchase for Quota Upgrades Mobile Internet?
In order to get Quota Upgrades, you must have a Monthly Pass. Once you are subscribed
to a Monthly Pass, you can dial *136*9# to go to the Quota Upgrade menu.
35 I currently subscribe to some legacy Mobile Internet package. (ie 1MB, 5MB and
Unlimited Data packages). How will the launch of the new Mobile Internet package
affect me?
The RM99 Unlimited Data package was discontinued yet existing customers of Unlimited
Data package and other packages can still continue their subscription.

Customers who prefer the 1MB and 5MB data packages can still subscribe to them by
calling up the respective Maxis (123) hotline.
36 If I have a RM99 Data Unlimited package, is there a fair usage policy for this Mobile
Internet package?
The RM99 Unlimited Data package has a fair usage policy of 6GB. Maxis reserves the
right to apply any treatment for usages above 6GB, which may include either of the
following: throttling the speed, charging for usage beyond 6GB or total blocking of all
traffic.