Frequently Asked Questions

General Info
  • Why can't I receive any messages?

    Text Messages:
    Your mailbox might be full. Try deleting some messages and see if it works.

    Picture Messages:
    You may also experience the same problem with picture messages. This occurs when your phone or SIM card memory is full. Delete some files in order to download your picture message.

  • Why can't I call out?

    There are many possibilities. However, you might resolve the problem by switching your mobile phone off, and switching it on after a few minutes. If the problem persists, please contact Celcom Customer Service at 1111 or 1 300 111 000 for assistance.

  • How do I terminate a subscription service?
    Just SMS STOP or STOP ALL to the same short code you used to subscribe to that particular service.
    Example: Type STOP HOROSCOPE and send to 28888
  • How do I retrieve Voice Messages?

    Choose from any of the methods below:

    1. Dial 1313 from your Celcom mobile to listen to your Voice Messages
    2. Dial 1323 to retrieve your Voice Mail from other Celcom mobile phones.
      Enter your 10-digit mobile number and press #
      Then enter your password and press # (the default password is 1313)
    3. Dial 013/019/0148 2011313 to listen to your Voice Messages from fixed line phones or other telecommunications providers and also while roaming.
  • What are the dialing steps while roaming?

    To call Local Fixed Lines:
    Dial <area code><phone number>
    For example, while roaming in the UK, to call a local fixed line in UK, key in 020 123 4567

    To call Local Mobile Phone Lines:
    Dial <network code><mobile number>
    For example, while roaming in UK, to call a local UK mobile phone line, key in 0795 123 4567

    To call Celcom GSM Mobile Phone:
    Dial <+><Country code 6><Network Code 019><Mobile Phone Number>
    For example, to call a CELCOM mobile phone while roaming, key in +6019 123 4567

    To call another mobile operator in Malaysia:
    Dial <+><Country Code 6><Network Code><Mobile Phone Number>
    For example, to call another mobile network operator in Malaysia while roaming, key in +6015 123 4567

    To call a fixed line in Malaysia:
    Dial <+><Country Code 6><Area Code><Telephone Number>
    For example, to call a fixed line in Malaysia, key in +603 1234 5678

    To call an international line in another country:
    Dial <+><Country Code><Area Code><Telephone Number>
    For example, to call Australia while roaming in UK, key in +611234567890

  • What do I do when my mobile phone has been infected by a virus?

    You can either:
    Contact our Celcom Customer Service representative at 1111 or 1 300 111 000
    Contact respective mobile phone vendor Customer Service

  • How do I disable Busy Call Forwarding while roaming?

    If you plan to go overseas, be sure to disable the Busy Call Forwarding feature. It will redirect incoming calls to a number you designate (i.e. your home number) when your line is tied up.

  • How to unbar my account?

    If you want to unbar your account, please make a payment, or simply contact Customer Service at +60336308888 (if you are dialing from overseas) / 1300111000.

Payments & Billings
  • What are Celcom First plans call rates like?

    We offer different call plans to cater to the needs of Celcom customer with different mobile lifestyles. Each plan has its own unique call rates that have been designed to provide the best possible value to its customers.

    Please visit the product pages of our various call plans to view the call rates for that plan.

  • How do I pay my monthly bills?

    You can pay your bills at any Celcom Branch, Blue Cube outlet, selected Celcom key dealers or pay via reload.

  • How do I increase my credit limit?

    You can apply to increase your credit limit with Celcom, provided you fulfill certain criteria. As Celcom treats each application as a unique case, these criteria may vary for different individuals.

    Please call our Celcom Customer Service at 1 300 111 000 for specific details that are relevant to you.

  • How can I have my bills paid automatically every month?

    You can pay your monthly Celcom bill automatically if you have a credit or charge card. All you need to do to register for this service is to visit any Celcom Branch to complete the necessary application forms.

    You will start enjoying the convenience of the Auto Billing service within a month after application.

    To ensure that there is no service interruption, please make sure that you have paid up all your outstanding bills before the Auto Billing service commences.

  • Is there a payment limit when I pay my bill via credit card?

    If you are using your credit card for bill payment, you can only pay up to RM380 per transaction. (maximum number of transactions is up to 3 transactions per month)

Miscellaneous
  • What if I lose my phone or SIM card?

    If you have misplaced your mobile phone or it gets stolen, the first thing you should do is to call us and our Customer Service representative will assist you immediately.

    • Call us at 1111 or 1300 111 000.
  • How can I know more about Celcom Products and Services?

    You may call up and listen to audio explanation or request to receive details by fax.

  • How do I get my bill information?

    You can easily obtain your current bill info or last payment info Self Service Menu *111#. Alternatively, you may choose to speak to our Customer Service representative.

  • How long will it take to activate my line?

    Your line will usually be up and ready to go between 2 to 4 hours after you've completed your registration.

  • Why does my phone display "Check Card/Unregistered SIM"?

    Your SIM card may not have been inserted properly. You can try removing and reinserting it. If the message still remains, please visit any Celcom Branch to have the problem checked by one of our Customer Care Consultants.

  • How long after account termination will I get my deposit refund?

    You should receive your deposit refund within 4 months of account termination

PIN, PUK, Phone & Network Security
  • What are the security features of the SIM?

    Personal Identification Number & PIN Unblocking Key (PUK)

  • What is my PIN and how do I get it?

    When you register your Celcom account, a Personal Identification Number (PIN) will be given to you. When you switch on your phone, you will need to key in your PIN before you can access the phone functions. This prevents unauthorized usage of your phone and SIM card.

    Your initial PIN has been pre-set as 1234. For your security, you are advised to change it to another 4 to 8 digit number of your choice. Please consult your phone manual on how to change your PIN, as it may differ from phone to phone. If you are unsure, you can always call our Customer Service representative at 1111 or 1 300 111 000 for assistance.

  • How often can I change my PIN

    As often as you want.

Top Questions
  • Why can't I send SMS messages?

    If you are unable to send SMS messages from your mobile phone number, you will need to check the validity of the account, your account balance and SMS center number. Your account may not be active or may have insufficient balance.

  • What are my SMS center numbers?

    You can change your SMS center number to:
    +60193900000 or +60132400000

  • How do I unsubscribe to SMS services e.g SMS from 3632500000? (as stated in bill)?

    Please type STOP ALL and send the SMS back to the same gateway number.

  • I have already sent the SMS to stop the SMS services, but it did not work. What should I do?

    If you still receive the SMS services after 24 hours, you can call Celcom Customer Service, we will assist you to unsubscribe to the service.

  • How can I get the GPRS settings?

    You can get the settings via our product column or call Celcom Customer Service by using another number to do it manually.

  • What should I do if I receive an SMS from an unknown number, stating that I will receive a bonus if I send an SMS.

    To prevent fraud, please save the number you received the SMS from and call our Customer Service representative for confirmation.

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