Celcom Wireless T&Cs

Part 1: Registration

Who is eligible for the subscription?

Celcom Home Wireless is available for residential customers, above the age of 21, who register using their IC or Passport number.

Where can I subscribe to Celcom Home Wireless?

You may subscribe to the service via Celcom Online Shop, Celcom bluecube and selected Celcom Certified Partners.

Where can I check the coverage area?

You may visit our Celcom website or the nearest Celcom bluecube to check whether your residency falls within the coverage area.

Can I register for a plan without the modem (i.e. SIM-only plan)?

Celcom Home Wireless is only available with a modem and a SIM.

Can I purchase the modem without contract?

No, you are not allowed to purchase the modem on its own.

Do Celcom Home Wireless plans come with Calls and SMS?

This plan does not support Calls and outgoing SMS.

Can I use this service whilst roaming overseas?

No, you cannot use this service outside of the country.

My modem is not working. How do I get it fixed?

If your modem is still under warranty (24 months), you can walk in to any Celcom bluecube and we can help you get it fixed or procure a replacement.

Would Celcom install the home modem for me?

It’s a plug and play modem, therefore no installation is needed for this service. Read the E-user guide here.

Can I bring this modem with me when I travel?

No. You will not be able to bring this modem as it’s locked to your registered address.

How do I unlock the modem if I am moving to a new home address?

You can call our customer care line or visit our nearest Celcom bluecube to update your new registered address.

Is there a deposit fee?

Yes. Registration is subject to a RM100 deposit payment. However, for a Non Malaysian additional RM500 is required upon registration.

Am I entitled for Rebate upon paying the Deposit Payment?

Deposit Payment will be off set in your last bill upon request of service termination. However, should there be a refund, it will be refunded after 30 days from the termination period.

How do I pay the Deposit Payment?

Deposit Payment is payable via Cash or Credit/Debit Card.

Can I convert my account from postpaid to prepaid?

No, Celcom Home Wireless is currently only available as a postpaid plan and cannot be converted to prepaid.

Where do I go and to whom do I contact for after-sales support and enquiries?

You may call our Customer Service Consultant at 1111 or 019-6011111 (Non Celcom numbers) for end-to-end service on any enquiries regarding Celcom Home Wireless

Part 2: Offering Plans

What are Celcom Home Wireless available plans?

Please refer below for our plan offerings and fees:
Offering Plans Info Home Wireless Family Ultimate Home Wireless Family Lite
Monthly Fee RM 139.00 RM 100.00
Data Quota 300 GB 100 GB
Contract 18 Months 12 Months
Credit Limit RM 500.00 RM 400.00
Deposit RM 100.00
Foreigner Deposit RM 500.00
Modem Loaned by Celcom

What is the minimum subscription period?

The minimum subscription period is 18 months for Home Wireless Family Ultimate plan & 12 months for Home Wireless Family Lite plan from the activation date.

If my Internet quota is depleted, can I continue to browse?

Yes, once your allocated Internet quota finishes, the speed will be slowed down to 512kbps until your next billing cycle. To continue the service at regular speeds, you may purchase the Add-On Internet plan.

What are the available Add-Ons Plan Info?

You can purchase any of the following Add-Ons Plan Info below:
Add-Ons Plan Info Plus Daily Plan Plus Monthly Plan Plus Monthly Plan
Fee RM 10.00 RM 40.00 RM 70.00
Quota 50 GB 20 GB 40 GB
Validity 24 Hours Follow Bill Cycle

How do I purchase the Add On Internet plan?

You can purchase Add On Internet Plan via Celcom Life App or Celcom Life Hub. Alternatively, you can call Celcom Customer Service to purchase the service.

Will I be notified upon successful purchase of the Add-On Internet plan?

Yes. You will be notified via registered email upon registration.

Who can purchase this Internet Add-On plan?

The Internet Add-On plan is applicable to all Celcom Home Wireless subscribers, not limited to Family Ultimate plan & Family Lite plan.

If I have an active subscription of Plus Daily Plan, which Internet quota will be utilized first?

The Plus Daily Plan will be utilized first.

Will I get to view the subscribed Internet Add-On plan?

Yes. You can view the subscribed Internet Add-On plan via Celcom Life App or Celcom Life Hub. However, your Plus Monthly Plan quota will be added into your Base Plan Internet Quota

What happens to my unutilized Internet Add-On plan quota upon expiry of the subscription?

Any unutilized quota will be forfeited upon expiry of 24 hours for Plus Daily Plan or renewal of bill cycle for Plus Monthly Plan.

Will I be notified upon 70% & 100% of data quota utilization?

Yes. You will be notified via registered email upon registration.

If my Internet quota is depleted, can I continue to browse?

Yes, once your monthly allocated Internet quota finishes, the speed will be lowered down to 512kbps until your next billing cycle. To continue the service at regular speeds, you may purchase the Add-On Internet plan.

Part 3: 7 Days Return Policy

What is the 7 Days Return Policy?

7 Days Return Policy is for Celcom Home Wireless customers who want to cancel the contract within seven (7) days of registration. No monthly fee will be charged to the customer.

Am I entitled for the 7 Days Return Policy?

Every Celcom Home Wireless subscriber is automatically entitled to the 7 Days Return Policy. This applies to not more than 1 trial per customer with different addresses. If you wish to cancel your subscription, you must return the modem and all accessories in good condition as well as fill in the termination form within seven (7) days of service registration date. If you fail to return the device, a penalty of RM499.00 flat will be imposed or else the termination will not be completed. If the device is returned in bad condition, lost or a refusal to return the device to Celcom, the warranty of the device will be deemed void.

How do I cancel my subscription during 7 Days Return Policy?

You can walk-in to any Celcom bluecube for service cancellation. Termination is subject to (i) within seven days from registration date and (ii) total usage within seven (7) days is lesser than 10GB.

How can I check my usage before service cancellation within 7 Days Return Policy?

You can view your usage via Celcom Life App or Celcom Life Hub.

Can I get a refund for my deposit payment upon service cancellation within 7 Days Return Policy?

Yes. RM100 will be refunded within thirty days period. Return of complete set is required to be entitled for a full RM100 refund. For any incomplete accessories returned, a RM50 penalty will be taken from the RM100 deposit payment.

What happens if I return a faulty modem due to my negligence?

Penalty will be incurred if you terminate and return the faulty/dented modem. The penalty is RM499.00.

What happens if I return incomplete accessories?

Penalty will be incurred if you terminate without returning the complete set of accessories. The penalty is RM50.00. A complete set of accessories refers to adaptor, LAN cable and modem box. A breakdown of the penalty charges are as follows:
Modem LAN Cable Adaptor Box Penalty
RM 50.00
RM 50.00
RM 50.00
RM 50.00
RM 50.00
RM 50.00
RM 499.00
RM 499.00

Where do I return my modem and complete accessories?

You can return at any Celcom bluecube and terminate the service within seven days (7) from registration period.

Part 4: Change of Bill Plan

Can I upgrade/downgrade my plan?

Upgrading/downgrading your plan can only happen after seven days (7) from the registration date.

Will I be charged if I upgrade/downgrade my plan?

Yes. An advance fee based on plan value of the subscribed package applies if your subscription tenure is less than six months. You will not be charged for change of plan if your subscription tenure is more than six months. The upgrade fee will be rebated in your next bill.

How do I pay for the Advance Payment?

Advance payment is payable in form of Cash, Credit or Debit Card.

Can I downgrade my plan?

Yes. Downgrading is subject to an additional fee of RM50 which is not refundable. Downgrade fee will be charged to your bill.

I am an existing Celcom Home Wireless customer. Can I upgrade to the new Home Wireless plan?

Yes. You may upgrade or downgrade to new Home Wireless plan and it will be subject to your tenure of subscription. However, upon successful Upgrade/Downgrade to the new plan, you may not be able to change back to the old plan.

What happens to my existing RM20 x 5 months rebate if I Upgrade/Downgrade to the new Home Wireless plan?

The remaining balance of the rebate will be carried forward to the new plan.

What happens to my active Internet Add-On subscription upon successful change of bill plan?

Any unutilized quota or active subscription will be forfeited upon change of bill plan.

How will I be charged upon change of bill plan?

You will be charged based on prorated bill for the previous old and new plan.

What happened to my current contract if I request for upgrade/downgrade?

Your current contract will remain upon upgrade/downgrade

How frequent do I allow to upgrade/downgrade?

Maximum 1 transaction within 30 days cycle

Part 5: Billing

What will I see in my first bill?

You will receive your first bill on the second month of your subscription along with the package value. You will see a statement reflecting your monthly access fee plus a pro-ration of the access fee from the date of your registration to the date that you are billed and a processing fee of RM10. Additional charges and rebates will be reflected based on the offerings that are part of your package.

How do I pay for my service?

You may make the payment at any Celcom bluecube, our kiosk services or via online banking services such as Maybank2u or CIMBClicks.

Part 6: Modem

What will I receive upon registration?

You will receive 1 modem, 1 adaptor, 1 LAN cable, and 1 modem box.

What is the warranty period for the modem?

The Modem has a warranty period of twenty four (24) months.

What if my modem is faulty and needs replacement?

You will not be charged for the replacement of the modem during the warranty period due to damages caused by a manufacturing defect.

Who owns the modem?

The modem remains as Celcom property throughout the contract period. For any termination within or beyond active contract period, upon full payment of service penalty or upon the expiry of the contract period, you may keep the modem. However, the modem usages is locked within Celcom sim card only.

Part 7: Cancellaton and Termination

What if I would like to cancel my subscription?

You will be charged a penalty of RM499.00 with reducing balance if you choose to terminate your service before the end of the contract period.

Can I relocate my service to a different location?

You may request service relocation after 30 days from the registration date, subject to the availability of the service at the new location.

What if my new location is not within the coverage area?

You may request for termination of your account. However, if you are still within your contract period, you will have to pay the penalty.

What if I terminate the service within the contract period?

You will be charged a penalty of RM499.00 with reducing balance, which will be reflected in your final bill.

If I terminate the service before the contract ends, do I need to return the modem(s)?

Yes, the modem and its accessories would need to be returned as the modem will remain as the property of Celcom and is on loan to the customer for the duration of the contract.

Can I keep the modem(s) once the contract period has expired?

Yes, the modem ownership will be transferred to you once the contract expires. The modem, however, will be locked to Celcom network usage only.

Where can I terminate the service?

Termination of service is available at Celcom bluecube only.

Will my bill be pro-rated upon termination?

You will be charged a penalty of RM499.00 with reducing balance if you choose to terminate your service before the end of the contract period.
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