Eligibility

1. Who is eligible to subscribe to webe mobile plan?
Malaysian or Non-Malaysian aged 18 years and above is eligible to subscribe to the service.

2. Is there any latest promotion from webe?
Yes, we are currently embarking on the #webenow promotion from 1 November 2016.

3. What promotion is this?
We hear you and we are making it simpler and easier for everyone to experience data liberation. Therefore, for a limited time only, we urge everyone to try webe's never-ending experience at the promo price of RM79/month.

4. I'm an existing webe mobile plan subscriber. Do I get to enjoy the #webenow promotion?
Yes. Existing webe mobile plan subscribers with webe mobile line(s) purchased prior to the promotion period will automatically enjoy the #webenow promotion at RM79/month on 1 November 2016.

5. How many lines can I subscribe to with #webenow promotion?
You can sign up a maximum of five (5) lines.

6. Where are the webe mobile coverage areas?
We have coverage nationwide, and continuously expanding our LTE areas. You can check the latest LTE coverage map HERE.

7. Can I port in to webe mobile plan?
Yes. You can port in and subscribe to webe mobile plan provided you do not have any outstanding balance, blacklisted, or under contract with your current provider. You may port in through our website or over-the-counter at webe lounges..

8. How long does it take to process my port in?
We will request the port in on your behalf from your existing mobile service provider as soon as the payment is completed. It may take up to five (5) business days for the application to be approved by your existing mobile service provider.

9. Where can I subscribe?

a. webe e-commerce portal at http//: www.webe.com.my
b. webe lounges at Sunway Pyramid, Johor Bahru City Centre (JBCC) and Penang Queensbay Mall, Penang.
c. selected TMpoint outlets nationwide. The list of appointed TMpoint outlets will be available at a later date.



webe plan

1. Is there a contract for #webenow promotion?
No. There is no contract for webe mobile plan, including during the #webenow campaign period.

2. What are included in my webe mobile plan?

• Never-ending domestic Mobile Data
• Never-ending domestic Calls
• Never-ending sending of domestic SMS

3. What type of calls and SMSes are included in the webe mobile plan?

• All domestic calls & SMS to webe and other mobile operators.
• All domestic calls to national fixed line numbers.

4. What type of calls and SMSes are excluded from the webe mobile plan?
Additional charges are applicable to these calls and SMSes:

a. Calls to 1300 / 1700 / 1600 / 1MOCC numbers
b. Calls to 02-Prefix numbers for border calls to Singapore
c. 080-Prefix number for border calls to Brunei
d. Calls to Special Number
e. International Calls (IDD) and SMS from Malaysia
f. Voice calls & SMS roaming outside Malaysia

5. Do I need to request for a specific SIM card size (e.g. micro SIM or nano SIM) prior to making payment?
No. All our SIM cards come with three (3) built-in sizes (mini/ standard, micro, and nano) that would fit in any phone models.

6. I can't use my SIM card. What do I need to do?

• We are already working with various phone manufacturers to support automatic configuration setting when you insert the webe SIM. You will receive a notification within a few minutes after you insert the webe SIM into your phone.
• This notification is to set the Access Point Names (APN) to webe on your phone configuration: If you have not received the notification, you can set the APN to webe manually on your phone. Go to "Setting > More/Mobile > Access Point Name".



Data

1. What is inclusive of my domestic mobile Internet?
Never-ending mobile data.

2. Can I use my phone as a hotspot?
Yes. You can purchase the Personal Wi-Fi Pass at RM6.00 for two (2) hours (excluding GST). This pass is activated immediately upon purchase.

3. How many devices can I connect using the Personal Wi-Fi Pass?
You can share your Wi-Fi with a maximum of five (5) devices.



Voice

1. What are the voice features included in my mobile plan?

• Call Hold
• Call Waiting
• Missed Call Notification

2. What are the voice features not supported on my mobile plan?

• Video Call
• Voicemail
• Call Forwarding
• Multi-party call
• Enabling Private Number Display on your outgoing calls.

3. What are the call charges for special numbers?
The charging block for voice call to special numbers is 60 seconds per block.

Number Service Description> Charges (excluding GST)
+6011 1000 1000 webe Careline FREE
13388 P1 Careline FREE
999 Malaysian Emergency Response Services FREE
15999 Talian Nur & Childline FREE
1-800 Toll Free Hotline Numbers FREE
13777 Jabatan Air Negeri Sabah (JANS) FREE
100 TM Customer Careline FREE
1051 Time Announcement RM 0.15 /min
15454 TNB RM 0.15 /min
15300 Pengurusan Air Selangor RM 0.15 /min
103 TM Directory Assistance Service RM 0.15 /min

For premium numbers/hotlines, you’ll be charged:


Premium Hotline Charges (excluding GST)
1-300 RM 0.15 /min
1-700 RM 0.15 /min



SMS

1. What are the SMS features included in my mobile plan?

• Send SMS to domestic mobile numbers / shortcode.
• Receive bank TACs (Transaction code)
• OTT SMS (e.g. WhatsApp)
• Emergency SMS services

2. What are the SMS features not supported on my mobile plan?
Multimedia Messaging Service (MMS).



Upfront Payment Policy, Deposit, Credit Limit

1. What is an upfront payment?
It is a fee of RM106 (excluding GST) that will be offset in your first bill when you subscribe to webe plan.

2. I am a non-Malaysian. How much do I need to pay for line activation?
Non-Malaysians are required to pay a deposit of RM300 per line activation.

3. How do I activate the International Roaming (IR) service? Will I get my refund upon termination?
You may activate the IR service via Self Care or walk in to any webe lounge. A deposit of RM300 will be charged. The deposit will be refunded to you upon termination, with no outstanding balance in your account.

4. I am a non-Malaysian, how would I receive my deposit upon termination?
Your refund will be transferred into your bank account provided within three (3) months / 90 days upon termination. Kindly provide us with your banking details via our support channels or at any webe lounges upon successful termination.

5. When will I receive the refund?
Three (3) months / 90 days upon terminating our service.

6. What is the credit limit per line?

The default credit limit per line is RM500.00.


7. Can I increase my credit limit?
Yes. You can increase your credit limit via self-care or walk in to any webe lounge.

8. Can I decrease my credit limit?

Yes. You can decrease your credit limit to the default credit limit.


9. Will I be notified if my balance exceeded the credit limit?
Yes. You will be notified when your account reaches 80% and 100% credit limit utilisation via SMS and your registered email.

10. What if my balance exceeded the credit limit?
You will not be able to use the service upon exceeding your credit limit.

11. How much do I need to pay to restore my services, if it is barred due to credit limit?
You will have to pay a minimum of 75% of your unbilled and / or billed amount to restore your webe services.

12. Will I be subjected to a credit check when I subscribe to webe?
Yes. You will be subjected to the standard telco credit check (CTOS) when you subscribe to webe mobile plan. However, you will be exempted from credit check if you’re an existing TM (UniFi or Streamyx) or P1 Wimax broadband customer.

13. How do I cancel my subscription?
Termination can be done via Live Chat, Careline, email, or at webe lounges prior to clearing all your outstanding balance.

14. Will I be refunded if there is an extra payment in my account?
Yes. We will refund you of any extras if your account has more than RM10.



Fair Usage Policy

1. Can I use my service to download peer-to-peer content (e.g. torrent files)?
Yes. You can use webe services for peer-to-peer downloads at 64kbps speed.

2. Am I allowed to use the unlimited voice minutes to make calls for commercial purpose? (E.g. by contact centres)?
No. You are are only allowed to make calls for personal purposes within the set fair usage policy.

3. Can I perform bulk SMS or SMS blasting using webe?
No. You are only allowed to send text messages for personal purposes within the set fair usage policy.



Discounts

1. What is a #webenow discount? How can I enjoy it?
We are forgoing both the previous criteria required for a discount because we want you to experience mobility like never before, if you subscribe to webe mobile plan during the #webenow promotion. Subscribers who purchased and / or still has webe mobile line(s) prior to the promotion period will automatically enjoy the #webenow promotion at RM79/month on 1 November.

2. Do I still enjoy the tiered discounts (certified phone and sub-line, and TM/webe member) for line(s) purchased during the promotion period?
No. The discounts mentioned are not applicable for #webenow promotion. You only have to pay a monthly commitment of RM79 (excluding GST) for every line under your account.

3. Do I get multi-line discounts if I’ve purchased multiple lines in one single account?
Yes. You are entitled up to RM30 (excluding GST) sub-line discount on your monthly bill. Sub-line discounts is given for your second to fifth lines within the same account.

4. What happens if I purchased a webe mobile line after the #webenow promotion period?
You will not be entitled to the #webenow discount anymore. Instead, your newly purchased line will be subjected to the broadband (TM customer/ webe member) and certified phone discount criteria verification.

5. I have subscribed to webe mobile service in October. Am I entitled to the #webenow discount?
Yes. You will enjoy the prorate discount if you have enjoyed the broadband and / or webe certified phone discount for last month (if eligible) followed by the #webenow discount on the current month. The line will enjoy #webenow discount on permanent basis every month.

6. I have terminated my webe mobile line. Am I still eligible for the #webenow promotion?
Yes. You are eligible for the #webenow promotion, if you subscribe within the promotion period.

7. I have purchased webe mobile line(s) during #webenow promotion. Am I still eligible for the #webenow discount after the promotion period?
Yes. You will enjoy the #webenow discount for each line purchased until you terminate them.

8. Does the #webenow promotion apply to my sublines post the promotion period?
Yes. Each subline will enjoy the #webenow discount until it is terminated.

9. Will there also be a discount with pre-existing services like tethering?
No, the discount is only applicable to the mobile plan. Other additional charges remain the same.

10. Are there any further discounts offered on the webe certified phones during this promotional period?
No, there will be no further discounts on webe certified phones. The discount is only applicable to the mobile plan.

11. Will I get a rebate if I sign up for Auto Pay?
Yes. You are entitled to a rebate of RM2 each month once you have activated Auto Pay services via self-care as long the credit card charging is successful.



International Direct Dial (IDD) – Service

1. What is IDD?
International Direct Dial or IDD allows you to make Calls or send SMSes to your loved ones overseas from your webe number in Malaysia.

2. How do I activate IDD? Is there any deposit required?
IDD service is enabled by default with no deposit required.

3. How do I make an international call?

• To make an international call, dial 00, followed by the country code you are calling, the area or city code, and the phone number.
• For example, if you’re contacting someone in Brazil, (country code 55), in the city of Rio de Janeiro (city code 21), dial 00 - 55 - 21 - XXXX-XXXX.
• For your convenience, you can also replace 00 with + e.g. +55 21 XXX-XXXX

4. What is the rate for IDD?
Please refer to our IDD rates HERE.



International Roaming – Services

1. What is International Roaming?
International roaming allows you to make / receive calls, send / receive messages, access email and mobile internet in over 180 countries across the world.

2. How do I prevent myself from unknown charges when I’m roaming?
You are recommended to switch off the “Data Roaming” feature in your smart phone setting before you reach your overseas destination.



International Roaming- Mobile Internet (Data Roam Pass & Data Roam 20MB Pass)

1. Can I use data roaming services when travelling overseas?
Yes, but you will need to activate the international roaming services.

2. What does the Data Roam Pass offer?
The pass gives you mobile Internet browsing when you are travelling overseas. It is enabled until midnight of the city you are in.

3. What is the validity of the Data Roam Pass?
The pass is valid until midnight of the city you are in. e.g. If you’re visiting Thailand, your data roam pass expires at 12:00 am, Bangkok time.

4. I’ve reached the limit for my data! How can I continue surfing while I’m still roaming?
You can purchase additional Data Roam Pass from self-care or call our webe representative.

5. Will I be informed when my subscription is successful?
Yes. You will receive an SMS notification when your Data Roam Pass has been successfully activated for both auto subscriptions and pass renewals.

6. How do I unsubscribe from a Data Roam Pass?
There is no need to unsubscribe the Data Roam Pass as it will expire at the midnight of the city you are in.

7. Is the Data Roam Pass compatible with any phone model? (i.e. iPhone/Blackberry/Android/ Windows)
Yes. It works with any phone models.

8. How do I keep track of my Data Roam Pass usage and expiry date?

• You will receive an SMS notification once you’ve exceeded the quota, and when it expires.
• You will receive an SMS notification once you’ve exceeded the quota, and when it expires. You can also check via self care.

9. I have purchased Data Roam Pass in Singapore. Can I use the same pass in Thailand on the same day?

• No. The Data Roam Pass is country-specific.
•
If you’re travelling to multiple countries in a day, you’ll need to activate a data roam in each country and browse through their respective preferred operators.


10.
Why is my Data Roam Pass not working in certain countries?


• Please check the Access Point Name (APN) setting of your phone first. The APN setting should be “webe”. To check and change, please follow the steps below.
• Android models:
Settings > More > Mobile networks/Cellular networks > Access point names OR Settings > Mobile networks > Access Point Names

Click “Edit the Access Point Names” and change the APN to webe

Leave other fields as-is and Save the new setting. Reboot your phone if necessary.
• iOS models:
Settings > Mobile Data > Mobile Data Network OR Settings > Cellular > Cellular Data Network.

Tap the Access Point Name field and change to webe

Leave other fields as-is and Save the new setting. Reboot your phone if necessary.
• Alternatively, please send “Data” to “22288”, the short code to allow the internet settings to be pushed to your phone. This SMS will be zero-charged.



International Roaming – Voice & SMS

1. What is the charges when I make calls or SMS while roaming?
The voice and SMS charges vary according to the country you are roaming in. The charging block for voice call is 60 seconds per block. Refer HERE.



Billing & Payment

1. How will I receive my monthly bill?
You will receive the monthly bill through your registered e-mail in self-care portal.

2. When is my bill date and bill cycle?
Your bill date is always on the 1st of every month and the cycle is the full period of the month (e.g. 1st April – Bill generated for 1/4/16 – 30/4/16.)

3. Can I request for a hardcopy bill?
We support the environmental friendly way and you will only be receiving an e-bill. You may print the hardcopy bill via self-care portal.

4. Where can I pay my bills?

• JomPAY is available at participating banks via:
• Internet Banking
• Mobile Banking

• Biller Code: 3608
Reference Code: Your webe 9-digit account number. For details, please visit www.jompay.com.my

Autopay

• Sign-up Auto Pay using Visa, MasterCard or AMEX Credit Card and enjoy RM2 rebate off your monthly bill https://www.webe.com.my/selfcare/profile

webe Self Care

•
MasterCard, Visa (Credit & Debit Card), AMEX https://www.webe.com.my/selfcare/bills/payment


Walk In & Over the Counter Payment

• CIMB: https://www.cimbclicks.com.my (Bank in to your webe CIMB Account Number: 98953 followed by your 9 digit webe account number)
• POS Malaysia http://www.pos.com.my/
• webe lounge http://www.webe.com.my/resellers

5. Which payee should I choose when I make payment via online, ATM & cash deposit machine?
Please select ‘webe digital sdn bhd’ when you’re making your payment via online, ATM and cash deposit machine.



Network & Device

1. What is webe LTE network and how is the coverage?
webe LTE network is leveraging on 850 MHz spectrum. We are actively expanding our LTE network and currently focusing on Klang Valley and Johor Bahru. Rest assured that you will still be able to enjoy 3G coverage out of Klang Valley and Johor Bahru. Our team members are working hard to expand webe LTE network day-by-day so you could enjoy the best LTE experience.

2. How do I connect to webe LTE network?
You may connect to webe LTE network on all phone models; however, we encourage you to use a webe certified phone to experience the best quality of service.

3. How do I check if my device is a certified phone?
You can check our list of webe certified phones HERE.

4. What if my current phone is not a certified phone model?
webe mobile services can be used on all phone models; however, we encourage you to use a webe certified phone to experience the best quality of service.

5. Where do I purchase webe certified phone models?
You can purchase the phones HERE.

6. Where can I use my webe mobile services?
Every corner of Malaysia as we have nationwide coverage.

7. How do I check if my area is under LTE coverage?
You can check the LTE coverage HERE.