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General

Service Registration

I would like to register a line with Celcom. What type of plans does Celcom offer?
Celcom has both Postpaid and Prepaid plans. For Postpaid, it’s Celcom First and for Prepaid, it’s Xpax.

Can you tell me about your Postpaid plan?
We have three (3) Postpaid plans for you to consider, namely Celcom First Blue, First Gold and First Platinum. To find out more, please visit the Celcom website

Can you tell me more about your Prepaid plan?
We have Xpax Magic Packs for you. You can choose by size, namely S, M, L, XL and 2XL. To find out more, please visit the Celcom website

Where can I register my line?
You can register your Celcom line at any of our stores, available nationwide. To find a store nearest to you, please click here

Is it possible to register online?
Yes, of course. Sign up with our Blue Cube online here: https://shop.celcom.com.my/personal/postpaid

Do I need any documents for registration?
If you are Malaysian, you can use your MyKad/ Army/Police Identification.

I am a Non-Malaysian. What documents do I need for registration?
You only need your passport / iKad / Ambassador ID, etc and a deposit of MYR500 for voice plan and/or MYR100 for data plan.

Can I choose my own mobile number?
Yes, you may choose from a series of normal running numbers. However, we highly recommend Celcom First Platinum, as you can choose your preferred number.

What if I already have an existing line with another Telco, can I keep my mobile number?
Definitely. You can opt for Mobile Number Portability (MNP). It will take within 3 days to be activated, after the usual verification and approval from your current Telco.

Is there anything else that I should know?
Registration requires you to be present for verification purposes and you must be 18 years and above.

Online Customer Service

How do I sign up for an Online Customer Service (OCS) account?
To sign up, you must be a Celcom customer with an active postpaid, mobile broadband or prepaid number. For registration, click this link http://www.celcom.com.my/onlinecustomerservice. Just click on the "Sign Up Now" button and follow the simple instructions to complete your registration.

Why can't I login to OCS?
There could be 3 possible reasons:

  • You have entered an incorrect username or password
  • Your temporary password has expired
  • Your account is inactive or has been terminated

I forgot my OCS password. How can I retrieve it?
You can always recover your password in just 3 steps:

  • Click at "Forgot Username or Password?" link in our OCS website
  • Type in your NRIC/Old IC/Passport/Army/Police and your mobile number.
  • You will receive a temporary password via SMS or email (valid for 24 hours), which you can use to log-in and change to your new password.

Why have I not received any notification via email or SMS?
You may need to check the following:

  • The e-mail address you entered may be different from the one you used to register. You may change it via OCS. Just go to Profile Tab > Edit Profile > and update your email address here.
  • Your mobile phone or e-mail inbox could be full. Please proceed to clear your SMS and/or e-mail inbox.

How do I pay my bill via OCS?
You can enjoy the flexibility of choice in online payment via OCS using:

  • Locally issued Credit / Debit Card
  • Savings / Current Account

How long does it take for my payment to be processed?
The processing period will depend on your payment method. View here for the timing. 

Can I check my bills from previous months in OCS?
For Postpaid, you can view and download your bills for the last six (6) months. For Prepaid, you can view your usage details for the last sixty (60) days.

I do not want to receive hardcopy bill. Can I get it to be sent through e-mail instead?
We do not offer e-mail billing services. However, you can opt to our e-Billing through OCS. Just go to My Account Tab > Change Bill Type and select your options accordingly.

I have more than 1 Celcom account. Can I view all of them?
You can consolidate all of your Postpaid, Mobile Broadband and Prepaid accounts in one single login. To do so, go to Profile Tab > Manage Account. However, all numbers must be registered under the same NRIC/Old IC/Passport/Army/Police/Business Registration Number.

I have multiple Celcom lines. Can I pay all my bills through one transaction on OCS?
You may only pay for one Celcom line per transaction through OCS.

How can I log into OCS via Mobile Connect?
Mobile Connect allows you to login to OCS using your mobile phone number. When you click on the “Mobile Connect Log-in” button, an authentication will be sent to your phone via SMS to approve the login.

Will I be charged for the SMS authorization?
No, all SMS authorizations are free of charge.

Will this use up my data consumption?
Yes, but data consumption would be very minimal.

I clicked on the Mobile Connect login button, but the login page failed to load. What should I do?
Please ensure that you have disabled your pop-up blockers. The Mobile Connect login page loads in a pop-up screen.

To disable pop-up blocker for Chrome browser, launch Settings > Site Settings > Advanced Section > Slide the “Pop-ups” button to the off position.

To disable pop-up blocker for Safari (iOS) browser, launch Settings > Safari > Slide the “Block Pop-ups” button to the off position.

For other device models, please refer to the manufacturer or OS settings.

Is Mobile Connect applicable to all types of services?
This log-in option is applicable to any plan with SMS and Internet available because the authentication is sent to the user via SMS.

Do I need to register to Mobile Connect to use this log in option?
Yes, the system will detect that you have not registered to Mobile Connect and will prompt a consent to create an account first before logging in via Mobile Connect.

Do I need to have an OCS account to use the Mobile Connect login option?
Yes, you need to have an OCS account in order to link Mobile Connect login to your OCS account. Hence, for new-OCS user, you will be directed to complete the OCS registration process first.

I’m accessing the Internet from my desktop using my friend’s personal hotspot, will the SMS be sent to my friend’s phone?
The system will detect the user’s mobile phone number if the user is in Celcom’s network. You can edit the mobile phone number if the login is initiated from a different number.

I have clicked on the link in the SMS confirmation, but I’m not directed to OCS homepage or OCS registration page. What could be the issue?
Your phone needs to have Internet connection in order to complete the Mobile Connect login.

If I terminate my Celcom service, what would happen to my Mobile Connect account?
The Mobile Connect account will be deactivated automatically when you terminate your Celcom service. Opt-out is not necessary for this service. However you may log in using your OCS username and password.

What happens if I lose my phone?
Should you lose your phone, please call Celcom’s Contact Centre at 0196011111 immediately, or visit any Blue Cube to block your SIM card from unauthorized usage.

Switch to Celcom

What is Mobile Number Portability (MNP)?
MNP is the ability for users to switch to a new mobile service provider, while retaining their existing mobile number. If you would like to switch to Celcom from another Telco while retaining your current number, please visit any Celcom store and talk to a friendly Customer Service Consultant. You can find our store by using our store locator.

What should I do before switching to Celcom?
Please ensure the following before you switch to Celcom:

  1. No overdue/outstanding bills
  2. No outstanding contract obligations.
  3. Supplementary number(s) need to be ported together with Principal number.
  4. Service subscriptions with additional number(s) issued to the account (e.g. data, fax and other value added services must be migrated).
  5. Credit Limit is not exceeded.
  6. Account is still active.

How can I switch to Celcom?
Please refer to the following steps:-

  1. Visit any of our service centres or authorised dealers to request for port-in.
  2. Fill in a service registration form and you will be given a new SIM card.
  3. Upon approval, the new mobile service provider will inform you that you have successfully ported when the new SIM card is activated.

Please note that the duration of port-in for consumers (individual registration), will take within 1-5 days and for Non-Consumers (Enterprise), within 1-15 days.
You can port-in at any Celcom store nearest to you. To find the nearest stores, please click this link.

I still have credit balance in my previous Postpaid/Prepaid account before porting in Celcom. Will the credit balance be refunded?
For Postpaid, you may refer to your previous Telco for any refund of credit balance.
For Prepaid, your credit balance will be forfeited once your port-in is successful.

Will my existing Value Added Services (VAS) be carried forward after porting out from my previous Telco?
Yes definitely, it will be carried forward. Even better, you may request for new services from us.

Is there any porting fee?
Switching to Celcom is free of charge.

Will I receive any SMS notification regarding the status of my port-in request?
Yes, you will receive SMS notifications notifying you on the status of your port-in request.

Will I face any service interruptions during the porting process?
No, there will be no service interruption during the port-in process.

Can I cancel a port-in request?
If your port-in request is still in process, it can be cancelled. Please visit the Celcom store where the port-out request was made or call our contact centre for your further action.

Is it possible to check my port-in status online?
At the moment, port-in status will only be sent to you through SMS.

Why did the donor operator reject my port request using SP 53?
The port request was rejected because your prepaid or postpaid account was activated / ported within less than 30 days.

Is the 30 days cooling off period calculated by month? Does it include public holidays?
The 30-day period is calculated based on calendar days inclusive of Saturdays, Sundays and Public Holidays.

I’ve recently ported in to another mobile operator but my area does not have any coverage. Do I have to wait 30 days before I can go to another operator? I would like to use the same number.
You may contact the current operator’s Customer Service for their investigation & handling of your request.

I’m unhappy with the services that the current operator is giving me. I’ve submitted the port request a few times but was rejected by the donor operator. What do I need to do to enable port out to another operator?
You may contact the current operator’s Customer Service for their investigation & handling of your request.

What is porting cooling off period?
Porting cooling off period is a duration within which a number is not allowed to switch from one mobile operator to another.

How long is the duration of porting cooling off period?
According to MNP business rules, cooling off period is 30 calendar days from the line activation date.

To whom does this porting cooling off period apply to?
Cooling off period applies to all mobile numbers that have been active for less than 30 days from the date of subscription with their service provider. This applies to both newly subscribed mobile numbers as well as newly switched mobile numbers.

Payment Channels

How can I make payments for my Celcom bill?
To save the hassle of making a payment, there are 11 payment channels for you to choose from:

  1. Online Customer Service (OCS)
  2. Auto Billing
  3. Internet banking
  4. Celcom Payment Kiosk (CPK)
  5. Tele-banking
  6. Celcom Aircash
  7. Automated Tele Machine (ATM)
  8. Celcom Outlets / Other payment agencies
  9. e-Pay
  10. Contact Celcom Customer Service
  11. Pay Your Way
  12. JomPAY

How do I make online payments using OCS to pay my bills?
Just log on to: http://www.celcom.com.my/onlinecustomerservice

  1. Select My Bills from the menu and click Pay Now button.
  2. Select the amount that you would like to pay.
  3. Then click Pay Now button.
  4. Next, you will see Payment Method screen.
  5. Select your payment method, either Credit/Debit Card or Savings/Current Account.
  6. Fill-up the necessary payment details and click Make Payment button.

How do I use auto billing to pay my bills?
You can sign up for Auto Billing via:

  1. OCS. Click on the Payment tab at the top of the page and select the Auto Billing Application in the drop down menu and follow the steps accordingly.
  2. Celcom Payment Kiosk (CPK).

When you sign up with auto billing, you will enjoy 5% rebate on your monthly bill.
If your enrolment is processed 1 day before your bill date, your payment via Auto Billing will take effect on the next month's bill.
Your monthly deduction is 5 working days from your bill date.

How do I make online payments through Internet Banking?

Internet Banking Website Payment Processing Time
Maybank2u www.maybank2u.com Within 15 minutes
CIMB clicks www.cimbclicks.com
Citibank Online www.citibank.com.my Within 3 working Days
MBF Click N'Pay www.ambank.com.my
RHB https://logon.rhb.com.my
HSBC www.hsbc.com.my
Public Bank Online www.pbebank.com
Bank Kerjasama Rakyat (Bank Rakyat) www.irakyat.com.my
UOB www.payonline.com.my
Pos Malaysia www.posonline.com.my

What are the payment methods accepted at Celcom Payment Kiosk (CPK)?
Celcom payment kiosk (CPK) accepts payment by cash, or cheque, Please ensure that all cheques are made payable to CELCOM MOBILE SDN. BHD.

You can also pay via Credit Card at our upgraded self-service payment kiosk with PIN-enabled feature at the following locations.

No bluecube
1 Celcom bluecube Nu Sentral
2 Celcom bluecube The Gardens 
3 Celcom bluecube Publika
4 Celcom bluecube Jln. Ampang
5 Celcom bluecube Bandar Baru Klang
6 Celcom bluecube Petaling Jaya
7 Celcom bluecube AEON Bukit Tinggi
8 Celcom bluecube Prima Sri Gombak
9 Celcom bluecube Taman Tun Dr Ismail
10 Celcom bluecube Taman Segar
11 Celcom bluecube Menara Celcom
12 Celcom bluecube Sunway Pyramid
13 Celcom bluecube Seremban Gateway
14 Celcom bluecube Melaka
15 Celcom bluecube One Borneo
16 Celcom bluecube Teluk Intan
17 Celcom bluecube Mesra Mall
18 Celcom bluecube Temerloh
19 Celcom bluecube Kuala Terengganu
20 Celcom bluecube Kuantan
21 Celcom bluecube Ipoh
22 Celcom bluecube Alor Setar
23 Celcom bluecube All Seasons Place
24 Celcom bluecube Bukit Mertajam
25 Celcom bluecube Seberang Jaya
26 Celcom bluecube Sg. Petani
27 Celcom bluecube Kajang
28 Celcom bluecube Taman Molek
29 Celcom bluecube Johor Bahru
30 Celcom bluecube Laman Seri
31 Celcom bluecube Kangar

How can I pay my bills using Tele-Banking?
Just pick up the phone and call in to pay via:

Tele-Banking Payment Processing Time
MBF Call N' Pay

- 603216 77600
Within 3 working Days
RHB Phone Banking Service

- 603-920 68118
HSBC Phone Banking Service

- 603-2050 7878
MAYBANK Autophone

- 603-207 48888

How can I pay my bills using Celcom AirCash?
With Celcom AirCash, you can instantly pay your Celcom postpaid bill and other utility bills from your mobile. This convenient mobile wallet service will process your payments in real time for FREE so you can enjoy uninterrupted service. Just activate your FREE Celcom AirCash account by dialing *133#. Then add cash into your account online or at any Celcom branch and Celcom Payment Kiosk.
Payment processing time is within 15 minutes.

How can I pay bills through Automated Teller Machine (ATM)?
If you are a Celcom customer and holds a card from any of the banks listed below, you can easily pay your bills at their ATMs. There are over 1,000 outlets nationwide for you to choose from:

Payment Outlets Payment Processing Time
Public Bank / Finance Within 3 working Days
Bank Kerjasama Rakyat (Bank Rakyat)
Maybank
Bank Simpanan Nasional
RHB Bank

*Subject to the pre-registration procedure set by the respective banks/financial institutions.

How can I pay my bills at Celcom Outlets/Other Payment Agencies?
Simply walk in to any of these pay centres to pay your bills. There are over 1,000 counters all conveniently located nationwide:

For Cash Payments

  1. Celcom and Blue Cube outlets
  2. Pos Malaysia
  3. TMpoint
  4. AgroBank
  5. Bank Kerjasama Rakyat (Bank Rakyat)
  6. Bank Simpanan Nasional

For Cheque Payments, please make cheques payable to:

  1. Celcom and Blue Cube outlets
  2. Agrobank
  3. Bank Kerjasama Rakyat (Bank Rakyat)
  4. Bank Simpanan Nasional
  5. Pos Malaysia - POS Malaysia Berhad
Payment Outlets Payment Processing Time
Celcom and Blue Cube Within 15 minutes
Pos Malaysia
TM Point
Agrobank Within 3 working Days
Bank Simpanan Nasional
Bank Kerjasama Rakyat (Bank Rakyat)

How can I make payment using e-Pay?
Our e-Pay payment system offers a powerful payment tool for your convenience. With these options, bill payment is now hassle-free. Save your time and pay your Celcom bills via E-Pay kiosks located at various petrol marts and convenience stores.

E-Pay Outlets Payment Processing Time
Click here to view the list of outlets Within 15 minutes

How can I pay my bills through Celcom Customer Service?
Please register to tele-order service to pay your bill through any of our Customer Service channel below.

Channels Instructions
Contact Us Form
  • Scan your bill or any required document.
  • Log-on to www.celcom.com.my.
  • Go to Contact Us and select Contact Us Form.
  • Please fill in the required details and attach your file(s).
  • Click ‘Submit’.
  • Please take note of the Reference No. for future use.
  • Once enrolment is successful, you will be notified via SMS or email.
Online Customer Service
  • Log-on to www.celcom.com.my.
  • Select Online Customer Service & login to access your account.
  • Select the respective mobile number.
  • Click ‘My Payment Settings and Tele Order’.
  • Please tick the Terms & Conditions check box.
  • Click ‘Apply Tele Order’.
  • Key-in your credit card details & click ‘Register’.
  • There will be a pop-up for you to request TAC and authorise the transaction. Click ‘Request TAC’.
  • Key-in the TAC.
  • Note down your Service Request Number for future reference.
Celcom Customer Service
  • Call us at:
    • 1111 (from your mobile phone)
    • 0196011111 (from other operators)
    • +60196011111 (if you are abroad)
*This payment method is only available for locally issued VISA or MASTERCARD. Payment amount is subjected to a certain limit of payment.

How do I pay my bills using Pay Your Way?
Pay Your Way enables customers to pay postpaid bills using prepaid reload cards. With this service, you can pay your postpaid bills or your family and friends' postpaid bills anytime, anywhere. A 5% service fee will be charged to your bill based on your reload denominations.

Example:-
Postpaid Bill   RM50
Pay via Reload   RM50
5% Service Fee (charged into bill)   RM2.50

 

Reload Methods Command
Payment for Own Mobile No Payment for 3rd Party Mobile No
SMS Type PAY16-digit reload code and send to 28882 Type PAY16-digit reload code 3rd party mobile no and send to 28882

How do I make online payment via JomPAY?
With JomPay, you can pay your bills easily through your bank’s Internet or Mobile Banking service. Here’s how:

img_general_footer_payment.jpg

Note:
1 - JomPAY logo
2 - Biller Code (2881 for Celcom)
3 - Ref-1 (Billing account)

Is JomPAY FREE?
Yes, JomPAY is absolutely FREE for customers making bill payments.

Where can I find JomPAY?
JomPAY is available on all Internet and Mobile Banking services from 42 banks in Malaysia.

Do I have to register before making a payment with JomPAY?
No registration is required with JomPAY. However, you must have Internet or Mobile Banking access at one of the 42 banks. For more information on obtaining Internet or Mobile Banking access, please contact your preferred bank.

How do I pay with JomPAY?
It’s simple. All you have to do is to look for the JomPAY logo and Biller Code on your bill, log on to your Internet or Mobile Banking, and pay.

How long does it take for my payments to go through?

Payment Made Payment Update
During business day On the same day, real-time
After business day (17:00) On the next banking business day
Weekend or public holiday Next banking business day

*A banking business day is a working day in Kuala Lumpur when all banks are open for business.

What is Biller Code?
A Biller Code is a unique number to identify a JomPAY Biller. Celcom’s unique Biller Code is 2881.

What is Ref-1? How do I to find it?
Celcom Billing account number. Ref-1 is printed next to the JomPAY logo on your bill. Just look for the JomPAY logo on your bill.

Is it possible to pay my bills using an overseas credit card?
Yes, it is possible. We accept overseas credit cards but only at these 4 Blue Cube branches:

  1. Blue Cube Taman Tun Dr Ismail
  2. Blue Cube Bansar
  3. Blue Cube KLIA
  4. Blue Cube Publika

Network and Services

Who is entitled to subscribe to 4G LTE service?
This service is available to all FIRST™ plans including plans for Enterprise.

How fast is Celcom 4G LTE?
Celcom 4G LTE is 10X faster compared to normal 3G. Celcom 4G LTE supports up to 75Mbps with typical average speeds of between 20Mbps to 40Mbps within the 4G LTE coverage area. Actual browsing speed varies based on your location and device capability.

How fast is 4G LTE when streaming/downloading/uploading?

  1. For streaming videos, it takes only 32 seconds to download a 80MB file (previously 5.3 minutes)
  2. For music downloads, it takes only 2 seconds to download a 5MB file (previously 20 seconds)
  3. For video downloads, it takes only 8 seconds to download a 20MB file (previously 1.4 minutes )
  4. For PDF uploads,  it used to take about 1.3 minutes to download a 20MB file, but with 4G LTE, it only takes 8 seconds.
  5. For video uploads, it used to take a bout 5.3 minutes to download a 80MB file, but with 4G LTE, it only takes 32 seconds.

Please note that:

  1. Speed without Celcom 4G LTE is assumed at 1.5Mbps
  2. Celcom 4G LTE speed is assumed at 20Mbps

Where can I get a full list of Celcom's network coverage?
You can see our full coverage by clicking on this link.

My device is able to support 4G LTE services but why is my services still slow?
If you are currently using a 32K SIM card, you will need to change it to a USIM (64K) in order to enjoy Celcom 4G LTE access. To get a new USIM card, visit a selected Blue Cube or Celcom Centre to upgrade for free. (Applicable to Prepaid customers)

You may also need to check whether your area has 4G LTE coverage.

My SIM card supports 4G LTE services but why is my service still slow?
You may need to check if your device supports 4G LTE services. You may also need to check whether your area has 4G LTE coverage.

I have checked my coverage and both my phone and SIM card support 4G LTE services but my connection is still slow. Why?
Depending on the plan you have subscribed to, you may have utilised 100% of your data. You can check your quota balance via:

  1. Celcom Online Customer Service at http://www.celcom.com.my/onlinecustomerservice
  2. Type VOL STATUS and send the SMS to 22188 OR type BAL STATUS and send the SMS to 28882

I am working near the Malaysian border. My network service keeps getting disconnected and changed to the other country's operator. How can I avoid this from happening?
Go to your phone’s settings and disable your device from searching the network automatically. Then manually choose Celcom Network.

I have never had a problem in my area but recently certain services have been disrupted. Why is this happening?
You may need to perform basic troubleshooting. Please refer to the following steps:

  1. Insert your SIM card to another functioning device. If the problem does not occur, you may need to check your device.
  2. If problem still occurs, try inserting another SIM card to your device. If problems does not occur while using your device, you may need to check your SIM card at our nearest Celcom stores. You can find our store by using our store locator.
  3. If none of the above works, please call our Contact Centre at 0196011111 for further clarification.

I never had a problem with my Celcom line before. But when I contact a specific number, the line is unclear, calls are often dropped, and the receiver can barely hear me. What is happening?
If you have never had any issue when calling other numbers, it is advisable for the owner of that specific number to perform basic troubleshooting or call our Contact Centre at 0196011111 for further clarification. The issue might be with the specific number and not with yours.

How can I stop unknown numbers from spamming me?
You have to personally block the number through your device. The steps will be different depending on your device. Please refer to the steps below:

iPhone

  1. Open the Messages app.
  2. Select on the message from the spammer.
  3. Choose details on the top right hand corner.
  4. There will be phone icon and a letter “i” across from the number. Tap on the “i” icon.
  5. Scroll down to the bottom of the page and then select on Block this Caller.

 Android

  1. Click and hold the text message from the sender.
  2. After a short delay, you will be given a prompt to either delete the message or add to spam.
  3. Select “Add to Spam” and confirm the prompt to blacklist the number of the sender.

 Huawei

  1. Open the Messages app and then select Menu and choose Settings.
  2. Then choose Spam Settings / Harassment Filter.
  3. Now you can go to Add Numbers to Spam and add the number of the person that you need to block.

 HTC

  1. Open the Messages app, press and hold a contact (or phone number).
  2. Select Block contact.
  3. To block multiple contacts, go to Block contacts. Select the contacts, and select Block.

 Dell

  1. From the Home screen, open the Applications icon.
  2. Select Messaging.
  3. Select the message that you want to delete.
  4. Select Menu.
  5. Select Delete thread.
  6. Confirm by choosing Delete.
  7. To include locked messages, tap to select include locked messages.
  8. Select Yes.

 LG

  1. From the home screen, open Messaging.
  2. Select Menu > Spam manager.
  3. Select Spam settings.
  4. Select Spam numbers.
  5. Click the trash can icon.
  6. Select the numbers you wish to unblock.
  7. Choose DELETE, then confirm with YES.

 Xiaomi

  1. Open the Messaging app.
  2. Tap and hold the message from the contact/number that you want to block.
  3. Select Add to block list.
  4. Confirm by clicking on OK once prompt.

 

Broadband

Optimise your Broadband, WiFi and MiFi experience on the fastest network with information on connection, speed, volume purchase and more.

General FAQ

I have registered my Broadband but I can't connect to the Internet. What should I do?
Troubleshooting tips:

  • Insert your SIM card in your mobile phone
  • Check for Celcom signal
  • If there is no signal, your SIM card may not have been activated yet. SIM activation will usually take 2 - 24 hours
  • If there is still no signal after 24 hours, please proceed to any Celcom Outlet for a SIM replacement
  • If your SIM has been activated, please enter your mobile broadband profile name

    img_general_footer_broadband.jpg

Why am I unable to surf/browse the Internet?
You may need to check the following:

  1. Please ensure that your Mobile Internet is turned on or connected to a WiFi network.
  2. Check the signal on your device if it's 4G/3G/2G/GSM. You can view this in the setting for Mobile Internet. If it shows 2G and below, you would need to change it to either 3G or 4G depending on your preference and on the plan that you are subscribed to.
  3. Clear the cache and cookies on your browser, then try to visit a different website than what you are currently trying to browse. If successful, there may be a few errors with the website that you were trying to browse before.
  4. If you are still unable to browse the Internet, you may need to perform basic troubleshooting. Please refer to the following steps:
    1. Insert your SIM card to another functioning device. If you can browse the Internet, there may be a problem with your device.
    2. If you are still unable to browse the Internet, try inserting another SIM card to your device. If you can browse the Internet, you may need to check your SIM card at our nearest Blue Cube.

If none of the above works, please call our Contact Centre at 0196011111 for further clarification.

My Internet has been very slow. What can I do to improve it?
Try choosing 3G only as your preferred network. If the issue persists, you might have exceeded your data volume/FUP (fair usage policy).

 

How do I check if my data usage has exceeded the allocated data volume?
You can check via:

If I have exceeded my data usage, can I purchase additional data volume?
Yes. You can purchase data volume via:

If I have not exceeded my data volume but my Internet is still slow, what should I do?

  • Clear your browser's cache:
    • Internet Explorer: Tools > Click Browser History
    • Mozilla: Tools > Click Clear Recent History
  • Check whether the area you are in has 3G network coverage:

USSD/Direct Dial

  • Dial *118#
  • Select Broadband
  • Select Check Broadband Coverage
  • Select Coverage at Present Location/Other Location/Via WAP

SMS

  • Type Broadband Here or Broadband <Location> and send to 21122. Charges:FOC
  • You will receive an SMS as below:
  • "The following coverage is available here: GPRS(Yes) 3G(Yes) HSDPA(Yes). These result are correct at the point of checking."

Can I use my Broadband while roaming?
Yes, but you'll need to register for roaming service via:

  • Celcom Customer Service
  • Walk in to any Celcom outlet

What are the charges for usage of Broadband while roaming?
Data Roaming will be charged according to the country you roam in. Please note that unlimited data is applicable for local use only. In addition, check www.celcom.com.my for promotional data roaming rates.

MiFi

What is MIFI?
MiFi is a line of compact wireless router that acts as mobile Wi-Fi hotspots. A MiFi can be connected to a mobile phone and provide internet access to up to 5 devices.

What are the operating systems supported by MIFI?
Windows 7, Windows Vista, Windows XP (SP2 or later) and Mac 10.4 or later.

How does it work?
The MiFi can provide wireless network access to any WiFi enabled PC, Apple Mac, Linux, Android or peripheral device (Device with WiFi capability) in a 10-metre radius.

 

WiFi

What is Celcom WiFi?
Celcom WiFi is a wireless Internet access offered by Celcom to all existing Celcom Postpaid or Prepaid customers and non-existing Celcom customers at selected public places such as shopping malls, transportation hubs, hotels, food and beverage outlets or cafes.

How can I subscribe to Celcom WiFi Daily/Weekly/Monthly packages?
Step 1 : SMS 'ON WIFI' and send to 22188
Step 2: Select 'WIFI DAILY' or 'WIFI WEEKLY' or 'WIFI MONTHLY' and 'YES'
Step 3: You'll receive your WiFi ID (Mobile Number) and Password.

A one-off fee of RM2 for Daily package or RM8 for Weekly package, plus additional RM18 will be charged to your monthly bill.

What will happen if I exceed my data volume?
Your network speed will be throttled to 64kbps once your data volume quota is reached.

How can I purchase additional volume?
Step 1: SMS 'WIFI FUP' and send to 22188
Step 2: Select which volume package to purchase

For Prepaid customers, fees will be deducted from the prepaid credit. For Postpaid customers, it will be charged to the monthly bill.

What are the Celcom WiFi volume packages if I want to purchase additional volume?

Package Price (RM)
100MB 3
500MB 10
1GB 15
5GB 50

What are the locations with Celcom WiFi coverage?
Go to Celcom WiFi coverage checker

How do I access Celcom WiFi?
Step 1: Go to any Celcom WiFi location (Check for WiFi locations at Celcom WiFi coverage checker)
Step 2: Turn on/enable Wireless Network Connection
Step 3: Select 'CelcomWifi' SSID and open your Web browser (IE, Mozilla, Safari)
Step 4: Key in WiFi ID & Password and click 'Submit'
Step 5: Successfully connected to Internet

What is the validity of a WiFi Password?
The WiFi password is valid for the duration of the package only. You will be given a new password once the WiFi package is expired.

What is the average speed limit per user?
Average speed limit per user is 512kbps.

International Roaming

I'm a Postpaid user and will be going overseas soon. How can I activate my International Roaming (IR) service?
New Customer
Roaming service for Calls and SMS are automatically activated upon plan registration.

Activate your roaming service for Internet via these channels:

  1. SMS by sending “IR ON” to 28882
  2. OCS
  3. In Malaysia, call our Contact Centre at 1111 from Celcom numbers, +60196011111 from other mobile operators or dial *123# if you are abroad
  4. Walk in to our nearest Blue Cube

To find the nearest store to you, please click here.

Existing Customer
In Malaysia, call our Contact Centre at 1111, +60196011111 from other mobile operators, dial *123# if you are abroad or visit our nearest Blue Cube today.

Activate it for free! No roaming deposit required.

I'm a Prepaid user and will be going overseas soon. How can I activate my International Roaming service?
International roaming service will be automatically activated for prepaid subscriptions. If you wish to subscribe for any roaming passes, please dial *118#.

Does Celcom offer any specific roaming plan?
Yes, we do. In fact, we have a new offering called Celcom Passport™. With Celcom Passport™ you can roam worry-free and stay connected overseas with our 1-Day Calls & SMS Pass for RM18/day or enjoy the 1-Day Internet Pass for RM38/day. Even better, get the 7-Day 3-in-1 Pass for just RM138/week.

To find out more, click on the link.

I'm using Celcom Prepaid while roaming. Is there a minimum credit balance required to make and receive calls?
Yes, you are required to have a minimum credit balance of MYR15 and your account must also be active within the validity period.

How do I send SMS while I am overseas?
To SMS to a Mobile Operator in Malaysia:
Key in <+>
To send SMS to another country:
Key in <+>

I'm going overseas and I want to avoid data service charging. How do I switch off my data connection while roaming?
For Android users: Go to Settings > Mobile Networks > turn Data Roaming OFF
Please note that these steps may be different with every Android phone.

For iOS users: Go to Settings > General > Cellular > Cellular Data Options> turn Data Roaming OFF (NOTE: incorrect instructions)

If I need to call Celcom Contact Centre in Malaysia, what number do I dial?
There are two ways to call our Contact Centre from abroad:

  1. Dial *123# from any Celcom number for free!
  2. Dial +6019-6011111 from other mobile operators. Normal charges apply.

How do I retrieve my Voice Mail while roaming?
There are two (2) ways you can retrieve your Voice Mail while roaming.

  1. Dial *121# and press the call button
  2. Dial 013/019/01482011313 to listen to your Voice Messages from fixed line phones or other telecommunications providers.

* To retrieve  your Voice Mail  while roaming, the same rates apply as when you call back to Malaysia.
*Opt to deactivate your voicemail service to avoid charges. Contact Celcom Customer Service to deactivate.

May I know about Celcom's coverage overseas?
Please refer to this link for the full listing of our coverage overseas: https://www.celcom.com.my/Web_Center_Sites/PBO/Miscellaneous/coverage_map/coverage.html

Value Added Services

What is Value Added Services?
VAS are additional services offered by Celcom beyond the basic services like Calls, SMS and Data.

How do I subscribe/unsubscribe to Call Me Tones (CMT)?
CMT is a service where you can entertain your callers with the current and latest hit songs. There are three (3) ways for you to subscribe to CMT:

  1. You may subscribe via SMS by typing "ON CMT" and send it to 22990
  2. You may also subscribe via USSD. Just dial *323# and pick a song from the menu. 
  3. You may call 1-300-990-990 for assistance

To unsubscribe, there are two (2) ways available to you:

  1. Dial *323# > Manage My CMT > My Album > (Song Name) > Delete
  2. Dial *323# > Manage My CMT > Unsubscribe All

I want to buy a new phone. Does Celcom offer any protection services for my new phone?
We have a new service called Phone Care. It is offered to Celcom Postpaid and Prepaid customers which allows you to swap or replace your device for any reason. For further information click here.

I want to transfer my credit to my friend. How do I do that?
You can use the Airtime Share service that allows Celcom Prepaid and Postpaid customers to transfer credit anytime, anywhere via SMS or USSD. For more information click here.

I tried to transfer my airtime for the 1st time but failed. What could be the reason?
If you are a Prepaid user:

  1. You need to utilise RM10 of your airtime and you have to wait within 24 hours before you can do the airtime transfer
  2. Your account must be active
  3. You must have sufficient airtime balance
  4. Registration is required for amounts above RM10

If you are a Postpaid user:

  1. Length of stay with Celcom must be more than 6 months
  2. Account must be active without any outstanding bills
  3. You must have sufficient credit limit

What is Public Cellular Blocking Service (PCBS)? And how is it different with SIM Blocking?
PCBS (previously known as IMEI Blocking) is an extended service provided by Celcom to disable a lost/stolen device from making/receiving calls, sending/receiving SMS and accessing a data network within the Celcom network.

On the other hand, SIM Blocking is a service to block the usage/charges to the mobile number.
For further information click here.

Can I change my Internal Voice Record (IVR) language?
To change the IVR to your preferred language, just follow the instructions given when you call our Contact Centre at 0196011111. Language selection is as below:

  1. Press '1' for English
  2. Press '2' for Bahasa Malaysia
  3. Press '3' for Chinese
  4. Press '4' for Tamil

Voicemail

How can I access my voicemail messages and settings?

ACCESS VOICEMAIL VIA NUMBER
From your own Celcom mobile phone 1313
From other Celcom mobile phones
  • 1323
  • Enter your 10-digit mobile number and press “#”
  • Enter your password and press “#”
From a fixed line/other telecommunication providers/while roaming +6013/ +60192011313
From your own Celcom mobile phone while roaming* *121#

*International call rates will apply when you try to retrieve your voicemail while roaming. You can avoid being charged by deactivating your voicemail service.

How do I select my preferred language?
Set your preferred language by following the steps below:
voicemail - set language

How do I keep your messages secured?
voicemail - keep your messages secured

How can I set a personal greeting for my voicemail?
voicemail - personal greeting

Will I receive an SMS notification upon receiving a voicemail message?
Yes, you will receive an SMS notification to direct you to 1313 to retrieve your voicemail.

What are the charges for Voicemail?
The charges will be based on your plan’s voice call charges. If you have subscribed to a plan with unlimited calls, there will be no charges. However, each voicemail retrieval will be charged at 20sen for all subscribers.

How do I deactivate/terminate my Voicemail Service?
To deactivate or terminate Voice Message Service, you can call our Contact Centre at 019-601 1111.

Over-The-Top (OTT) Mobile Content

What is Over-The-Top (OTT) Mobile Content?
OTT Mobile Content is the delivery of audio, video, games and other media over the Internet, for example, our Celcom Direct Carrier Billing.

Is OTT Mobile Content available for Postpaid and Prepaid?
We offer OTT Mobile Content to both Postpaid and Prepaid customers.

What kind of service(s) does OTT Mobile Content offer?
We offer various contents such as Celcom Direct Carrier Billing, Big Win, Call Me Tones, Celcom Game Hero, Steam Wallet Code, PlayStation Network (PSN) Codes.

What is Celcom Direct Carrier Billing?
Celcom Direct Carrier Billing is a payment method for Celcom users to opt for when you purchase digital contents. Simply choose to pay with Celcom at the payment method of your chosen content, and you can directly pay using your Celcom bills at the end of the month or prepaid credit balance. Buying games at Google Play and Apple App Store, subscribing to Spotify has never been easier with Celcom Direct Carrier Billing! Find out more here.

What is Big Win?
Big Win is a trusted contest site that offers fun and interactive contests to all! Customers can participate in various kinds of simple and interesting activities, while having the chance to win attractive prizes and rewards. All the contests run on this website are legal and legit, the delivery of prizes to you are confirmed and guaranteed. To find out more about Big Win, click here.

What is Call Me Tones?
Call Me Tones (CMT) is a service that personalises the audio that callers hear before a call being answered replacing the traditional “toot-toot”. CMT is a service exclusively for Xpax and FIRST™ Celcom customers.

What is Celcom Game Hero?
Celcom Game Hero is the largest mobile game tournament in Malaysia that allows you to win a prize pool of up to RM1,000,000! Simply download the game on your mobile, play, and you may be in the running for that ultimate cash prize pool. To find out more about Celcom Game Hero, click here.

What is Steam Wallet Code?
Steam Wallet Code is a service that allows Celcom customers to purchase Steam codes via your mobile phones and pay using your postpaid bills or prepaid credit. Simply send the keyword of your preferred denomination and send to 23777 to buy. Click here to find out more.

What is PlayStation Network (PSN) Code?
PlayStation Network (PSN) Code is a method for Celcom customers to purchase your PSN codes via your mobile phones and pay using your postpaid bills or prepaid credit. Click here to find out more.

If I have a problem using any of Celcom's OTT Mobile Content services, who do I contact for a solution?
If you have any general inquiries, feedbacks or problems, please contact Celcom customer service and we will assist you accordingly.

Sales & Services Tax (SST)

What is SST and how will it affect Celcom customers?
SST stands for Sales and Service Tax which is to replace GST effective from 1 September 2018. With the introduction of SST, our products and telecommunication services, where applicable, will be subject to Service Tax from 1 September 2018 and onwards. The prevailing Service Tax rate is 6%.

What products and services will subject to Service Tax from September 2018
All telecommunication services and other services in connection with telecommunication services will be subject to Service Tax at 6% under the provision of Service Tax Act 2018 and Service Tax Regulations 2018. 
Example of Telecommunication services subject to Service Tax: Voice, SMS, MMS, IDD, International Roaming, VAS, Data/Internet, Content, SIM Replacement, etc.

Postpaid

Will there be Service Tax charged in my postpaid bill received in September 2018 and in subsequent months?
For your postpaid bill received in September 2018, only charges in relation to taxable services rendered from 1 Sep 2018 and onwards will be charged with Service Tax. Similarly to the subsequent months’ bill, Service Tax will apply accordingly on all taxable services.

Prepaid

Will there be Service Tax charged for prepaid subscribers?
The Government has announced that effective from 6 September 2018, prepaid service provided to Malaysian is exempted from Service Tax. For example if you reload RM10 from 6 September 2018 and onwards, you will receive a credit of RM10. Kindly refer to the media release by the Government for more info: https://www.facebook.com/KementerianKewanganMalaysia/photos/a.10152185660288547/10156049507678547/?type=3&theater 

I am a Non Malaysian. Is the Service Tax exemption on Prepaid service applicable to me?
Service Tax exemption on prepaid service is only applicable to Malaysian. Hence, when you reload, Service Tax is applied accordingly. For example if you reload RM10, Service Tax of 6% will apply and you will receive a credit of RM9.43.

Devices

If I purchase a mobile phone or accessories from Celcom, is it subject to Service Tax?
Sale or rent of mobile phone or accessories is not a taxable service under the provision of Service Tax Act 2018. Hence, Service Tax will not be charged during your purchase or rent of a mobile phone or accessories. Only taxable services will be subject to Service Tax.

If I purchase a Device with Xpax Postpaid Plan from Celcom, will there be Service Tax imposed?
There will be no Service Tax imposition on the Device. Service Tax will only apply on the monthly commitment of the Postpaid Plan that is charged in the bill. 

Others

Are International Roaming, IDD, Over-The-Top (OTT), VAS and Mobile Internet subject to Service Tax?
Yes, these are telecommunication services and are taxable services under the provision of Service Tax Act 2018. 

Is Service Tax applicable to Telecommunication services provided by Celcom to Designated Areas (Langkawi, Labuan & Tioman)
Yes, Telecommunication services to Designated Areas (Langkawi, Labuan & Tioman) are subject to Service Tax.

Where can I obtain more information on SST?
To know more, please visit

  1. General info: https://mysst.customs.gov.my/ 
  2. Service Tax Regulations 2018: https://mysst.customs.gov.my/assets/document/SALES%20TAX%20REGULATIONS%20PROPOSED%20BI.pdf 

Blue Cube Services

Here you’ll find the services that our Blue Cube provides to ensure your experience at our outlets is as pleasurable as possible.

Postpaid

What are the services offered at Blue Cube in regards to My Account?
Below are the services that Blue Cube offers regarding to your Account(s):

  • Activation of Value Added Services
  • Change Bill Type
  • Change Credit Limit
  • Change of Bill Plan
  • Change of Billing Address
  • Check Bill Amount
  • Check Credit Limit
  • Check Unbilled Amount
  • Deactivation of Value Added Services
  • New Registration
  • Prepaid to Postpaid
  • Re-print Bill
  • SIM Replacement
  • Switch to Celcom
  • Transfer of ownership
  • View and Print e-Bill

What kind of payment transactions can I make at Blue Cube?
Blue Cube offers these payment transactions:

  • AirCash Reload
  • Check Latest Payment
  • Deposit – Refund Request
  • Enrolment of Auto Debit
  • Pay by Credit Card
  • Promise to Pay
  • Purchase Additional Internet (Max Up)
  • Reissue Cheque
  • Temporary Credit Limit
  • Transfer of Balance

What additional services are available at Blue Cube?
You can enjoy these additional services at Blue Cube:

  • Check PUK Code
  • Get Phone Settings for 3G/GPRS (MMS, WAP & Internet) via SMS
  • IMEI Blocking
  • Reconnection
  • Request Broadband Service (for Daily & Weekly Unlimited)
  • Spam Block
  • Termination
  • Unsubscribe Content

Prepaid

What are the services offered at Blue Cube in regards to My Account?
Below are the services that Blue Cube offers regarding to your Account:

  • Activation of Value Added Services
  • Change Prepaid Plan
  • Check Prepaid Balance
  • Deactivation of Value Added Services
  • New Registration
  • Reload Prepaid Account
  • Re-print Bill
  • Request Broadband Service (for Daily & Weekly Unlimited)
  • SIM Replacement
  • Switch to Celcom
  • Transfer of ownership

What kind of payment transactions can I make at Blue Cube?
Blue Cube offers these payment transactions:

  • Purchase Additional Internet (Add On)
  • Transfer of Balance

What additional services are available at Blue Cube?
You can enjoy these additional services at Blue Cube:

  • Check PUK Code
  • Get Phone Settings for 3G/GPRS (MMS, WAP & Internet) via SMS
  • IMEI Blocking
  • Reactivation of Number
  • Spam Block
  • Unsubscribe Content

Quick Guide

Quick Guide for Postpaid
Choose the best channels for transactions you can do yourself. That's complete control and convenience at your fingertips.

Transaction Type Online Customer Service (OCS) Dial 1111 IVR Dial *118# Celcom Payment Kiosk
Check Unbilled Amount  
Check Bill Amount
Check Latest Payment  
Check Credit Limit    
Change of Credit Limit      
Change of Billing Address      
Change Bill Type      
Enrollment of Auto Debit    
View & Print e-Bill      
Pay by Credit Card  
Change T-Pin/IVR Pin    
AirCash Reload      
Check PUK Code    
Get Phone Settings for 3G/GPRS (MMS, WAP & Internet) via SMS    
Request Broadband Service (for Daily & Weekly Unlimited)      
Purchase Additional Data Volume      
Change IVR Language    

 

Quick Guide for Prepaid
Choose the best channels for transactions you can do yourself. That's complete control and convenience at your fingertips.

Transaction Type Online Customer Service (OCS) Dial 1111 (Self Service) Dial *118# Celcom Payment Kiosk
Check Prepaid Balance  
Reload Prepaid Account  
Check PUK Code    
Get Phone Settings for 3G/GPRS (MMS, WAP & Internet) via SMS    
Request Broadband Service (for Daily & Weekly Unlimited)      
Purchase Additional Data Volume        
Change IVR Language    
Change Prepaid Plan      

Celcom New Billing - Enterprise

Understand your new Celcom Summarised Bill!
Video link: English | Bahasa Malaysia

Understand your new Celcom Itemised Bill!
Video link: English | Bahasa Malaysia 

Download your pdf guide here!

What is the new bill layout?

Page 1 (Summary of the Bill)

  • Your Account Number, Invoice Date, Deposit and Credit Limit remain the same. You can make payment using your existing account number via any of our payment channels.
  • Summary of your Total Amount Payable and Due Date for the current bill date is displayed on Page 1.
  • Summary of all your current month’s usages (all SIM card’s usages) in percentage (%) is displayed in the chart such as your Monthly Amount, One Time Amount, Other Mobile Number, Internet Usage, Calls & Message (Local & International), Roaming Usage and Other Usages.
  • Summary of your key Internet usages (Example: Facebook, WhatsApp, YouTube and Others) are displayed on Page 1 in percentage (%).
    *Note: Customers can view the complete chart for key Internet usages after their May 2018 bill
  • An overview of your usage for the past 6 months is displayed in the bar chart, Bill History.
  • Scan the QR code to connect to our Business Portal and login to access your account online.

Page 2 (Summary of the Bill)

  • Remaining Balance From Previous Month 
    • Summary of your Previous Month’s Bill, Payment, Adjustment or Tax Adjustment (Debit/Credit).
  • This Month’s Usage 
    • Summary of all your numbers’ usages and link to the monthly plan’s subscription.
    • Summary of all your current month’s usages such as your Monthly Amount, One Time Amount, Internet Usage, Calls & Messages (Local & International), Roaming Usage and Other Usages.
  • Payment Slip 
    • It displays the Total Amount Payable for the current month.

Page 3 (Summary Bill)

  • It displays the summary of all SIM Card usages such as:
    • Previous Month Bill: details of your payment received before the current bill is produced
    • Previous Monthly Adjustment: previous month’s adjustment
    • Other Mobile Number: summary of all mobile numbers/SIM Cards under your Account
    • Internet Usage: summary of Internet Add On or your Pay per Use Internet usage
    • Local Calls & Messages (within Malaysia): summary of your local calls & messages to Celcom or Non-Celcom numbers
    • International Calls & Messages: summary of your International Calls & Messages
    • Roaming Usage: summary of your Roaming Usages (example: Roaming Passes, Internet Usage without Roaming Passes and calls & messages while roaming
    • Other Usage: summary of other usages (example: itemised bill, Apps store, Call Waiting, Content products and other Value Added Services) 

Itemised Page onwards

  • It displays all the itemised details for each mobile number/ SIM Card’s usages such as:
    • Monthly Amount: the charges that are billed in for last month’s subscription plan
    • One Time Amount: one time charge items
    • Discount & Rebates: any discount and rebates entitled for you for the current month
    • Internet Usage: details of Internet Add On or your Pay per Use Internet Usage (if applicable)
    • Key Internet Services: the breakdown details of your key Internet usages on a daily basis for YouTube, WhatsApp, Facebook and Other Apps *Note: Customers can view the complete chart for key Internet usages after their May 2018 bill
    • Local Calls & Messages (within Malaysia): details of your local Calls & Messages to Celcom or Non-Celcom numbers
    • International Calls & Messages: details of your International Calls & Messages
    • Roaming Usage: details of your Roaming Usages (example: Roaming Passes, Internet Usage without Roaming Passes and calls & messages while roaming)
    • Other Usage: details of other usages (example: itemised bill, App Store, Call Waiting, Content products and other Value Added Services)
      Note: if the company registered more than 1 mobile number/SIM Card, it will display more than one itemised bill. Example: 10 mobile numbers/SIM Cards will display 10 itemised bill  

Common FAQ 

Does my billing due date change with the new bill layout?   
No, it won’t. Your bill cycle and due date will remain the same.
 
What is the ‘Current Total Usage’ chart from Page 1? 
It is a sum of your total usages (Monthly Amount, One Time, Other Mobile Number, Internet, Calls & Messages (Local & International), Roaming, Discount & Rebates and Other Usages) in percentage (%).
 
What is ‘Current Internet Usage’ chart from Page 1? 
It is a sum of your total Internet usages in percentage (%) for the current month.

If I don’t have any charges/usages on items (example: Roaming Usage), will I see the details display on the new bill
No, you won’t see any charges/usages (example: roaming usage) display on the bill.

If I don’t open and view Facebook app from my mobile phone, will it display in the Key Internet Usage chart? 
No, you will not see any usage display for Facebook at the key Internet Usage chart (same goes if there is no usage for WhatsApp or YouTube app).
  
Can I view and download the new bill layout from MyCelcom Postpaid App or Online Customer Service (OCS) portal? 
No, you can’t. Only customers that have subscribed to Personal plan can open and view bill from MyCelcom Postpaid App or Online Customer Service (OCS) portal.
For customers (registered under Business Registration/Company Number) please register/access to https://businessportal.celcom.com.my to login to Business Portal.

Where can I see the total amount of my current month’s Tax?
You can see the Tax amount on page 1 of your bill under ‘Charges’ section.

Where can I see the details of my Other Mobile Number/SIM Card’s usages tied to my account?  
The details of your Other Mobile Number/SIM Card usage will be displayed on Page 3, Summary Bill under ‘Other Mobile Number’ section.

Where can I see the details of my International Calls & Messages usages?  
The details of your International Calls & Messages usages will be displayed on the Itemised Page under ‘International Calls & Messages’ section.
 
Where can I see the details of my roaming usages?  
The details of your roaming usages are displayed on the Itemised Page under ‘Roaming Usage’ section. This includes your Roaming Passes, Internet Usage without Roaming Passes and your International Calls & Messages while roaming.
 
Where can I see the subscription details of my Internet Add On?  
The details of your Internet Add On subscription/purchases will be displayed on the Itemised Page under ‘Internet Usage’ section.
 
Where can I see the details of my Value Added Services (example: Call Waiting, Google Store or Apps Store) subscription/purchases?  
The details of your Value Added Services subscription/purchases will be displayed on the Itemised Page under ‘Other Usage’ section.

Celcom New Billing - Retail

Understand your new Celcom Summarised Bill!
Video link: English | Bahasa Malaysia

Understand your new Celcom Itemised Bill!
Video link: English | Bahasa Malaysia 

Download your pdf guide here!

What is the new bill layout?

Front Page (Summary of the Bill)
  • Your Account Number, Invoice Date, Deposit and Credit Limit remain the same. You can make payment using your existing account number via any of our payment channels.
  • Summary of your Total Amount Payable and Due Date for the current bill date is displayed on Page 1.
  • Summary of all your current month’s usages in percentage (%) is displayed in the chart such as your Monthly Amount, One Time Amount, Other Mobile Number, Internet Usage, Calls & Messages (Local & International), Roaming Usage and Other Usages.
  • Summary of your key Internet Usages (Example: Facebook, WhatsApp, YouTube and Others) is displayed on Page 1 in percentage (%).
    *Note: Customers can view the complete chart for key Internet usages after their May 2018 bill
  •  An overview of your usages for the past 6 months is displayed in the bar chart, Bill History.
  • Scan the QR code to connect to our Online Customer Service (OCS) portal to login and access your account online.

 
Back Page (Summary of the Bill)

  • Remaining Balance From Previous Month 
    • Summary of your Previous Month’s Bill, Payment, Adjustment or Tax Adjustment (Debit/Credit).
  • This Month’s Usage 
    • Summary of all your current month’s usages such as your Monthly Amount, One Time Amount, Other Mobile Number, Internet Usage, Calls & Messages (Local & International), Roaming Usage, and Other Usages.
  • Payment Slip 
    • It displays the Total Amount Payable for the current month.

Itemised Page onwards

  • It displays all the itemised details of your usages such as:
    • Monthly Amount: the charges that are billed for last month’s subscription plan 
    • One Time Amount: one time charge items
    • Other Mobile Number: details of your other mobile number(s) under your Account
    • Discount & Rebates: any discount and rebates entitled for you for the current month
    • Internet Usage (within Malaysia): details of Internet Add On or your Pay per Use Internet Usage (if applicable)
    • Key Internet Services: details of your key Internet usages on a daily basis for YouTube, WhatsApp, Facebook and Other Apps *Note: Customers can view the complete chart for key Internet usages after their May 2018 bill
    • Local Calls & Messages (within Malaysia): details of your local Calls & Messages to Celcom or Non-Celcom numbers
    • International Calls & Messages: details of your International Calls & Messages
    • Roaming Usage: details of your Roaming Usages (example: Roaming Passes, Internet Usage without Roaming Passes and Calls & Messages while roaming)
    • Other Usage: details of other usages (example: itemised bill, Apps store purchase, Call Waiting, Content products and other Value Added Services)

Common FAQ 

Does my billing due date change with the new bill layout?   
No, it won’t. Your bill cycle and due date will remain the same.
 
What is the ‘Current Total Usage’ chart on Page 1? 
It is a sum of your total usage (Monthly Amount, One Time Amount, Other Mobile Number, Internet Usage, Calls & Messages (Local & International), Roaming Usage and Other Usages.) in percentage (%).

What is ‘Current Internet Usage’ chart on Page 1? 
It is a sum of your total Internet usages in percentage (%) for the current month.
 
If I don’t have any charges/usages on items (example: Roaming Usage), will I see the details display on the new bill
No, you will not see any charges/usages (example: roaming usage) display on the bill
.  
If I don’t open and view Facebook app from my mobile phone, will it display in the Key Internet Usage chart? 
No, you won’t see any usage display for Facebook at the key Internet Usage chart (same goes if there is no usage for WhatsApp or YouTube app).
  
Can I view and download the new bill layout from MyCelcom Postpaid App or Online Customer Service (OCS) portal? 
Yes, you can by launching MyCelcom Postpaid App or login to Online Customer Service (OCS) portal to view and download your bill.

Where can I see the total amount of my current month’s Tax?
You can see the Tax amount on page 1 of your bill under ‘Charges’ section.

Where can I see the details of my Other Mobile Number usages under my account (example: Celcom FIRST™ 1+5 Family Plan)?  
The details of your Other Mobile Number’s usage will be displayed at Itemised Page under ‘Other Mobile Number’ section.

Where can I see the details of my International Calls & Messages usage?  
The details of your International Calls & Messages usage will be displayed on the Itemised Page under ‘International Calls & Messages’ section.
 
Where can I see the details of my roaming usage?  
The details of your roaming usage will be displayed on the Itemised Page under ‘Roaming Usage’ section. This includes your Roaming Passes, Internet Usage without Roaming Passes and your Calls & Messages while roaming.
 
Where can I see the subscription details of my Internet Add On?  
The details of your Internet Add On subscription/purchases will be displayed at Itemised Page under ‘Internet Usage’ section.
 
Where can I see details of my Value Added Services (example: Call Waiting, Google Store or Apps Store) subscription/purchases?  
The details of your Value Added Services subscription/purchases will be displayed on the Itemised Page under ‘Other Usage’ section.

Chatbot

What is Chatbot? 
Chatbot is an intelligent virtual agent who helps to answer enquiries and perform selected transactions by the user. There are two of them, one named Clive (Male), and the other, Emma (Female).

Who is Clive and Emma?
They are intelligent virtual agents with different personalities. Clive who is smart and geeky, loves technology and gadgets. Meanwhile, Emma is a friendly, sociable and easygoing girl who loves travelling.

Can I choose to talk to Clive or Emma?
You will be randomly assigned to any one of them at first, but no worries, you can always switch anytime during the conversation.

If I don’t choose either Clive or Emma, who will I get to talk to?
You will be randomly assigned to talk to either Clive or Emma.

Can I switch between Clive or Emma in the middle of conversation?
Sure you can!

How can I talk to Clive and Emma?
All you need to do is just click the window chat, say “Hi” and ask your question. 

Where can I chat? 
Clive and Emma are only available in Online Customer Service (OCS) web landing page at the moment. You can see the button at the bottom right of OCS page.

Do Clive and Emma working 24/7?
Yes they do!

Who can use the service? 
Anybody and everybody.

Are Clive and Emma able to assist Business Customers?
Not at the moment. They are still learning about Business Customers offerings and enquiries.

Do I need to register or login to OCS to start conversation? 
You don’t need to. Once you are in the OCS landing page, simply click the icon at the bottom right of the page to chat with Clive or Emma.

Will I be charged for this service?
It’s a free service for everyone.

What language does Clive and Emma speak?
They only speak English at the moment but they are learning to understand other languages.

What services are available in Chatbot?
You can ask enquiries about Celcom product and services, and perform selected transactions. You can:

  1. Product Enquiries
  2. Postpaid Plan Suggestion – View available postpaid plan
  3. Prepaid Reload 
  4. Check Account Status – Status of inactive/active/barred and plan name 
  5. Check Prepaid account – Credit balance and validity
  6. Check Postpaid bill detail – Account number, bill date, total due, due date, unbilled amount and credit limit 
  7. Pay bill – Pay overdue and advanced amount
  8. Buy Add On – Mobile Internet (MI) for Prepaid & Postpaid
  9. Check MI usage and validity – Weekday & Weekend Internet, Video Walla™ internet balance
  10. Roaming troubleshooting – data/internet and General & Voice 

Can Clive and Emma answer all my enquiries?
They always try their best. While talking to you, they are also learning to interact and reply with correct answers.

How to use the Chatbot to ask about Celcom products and services?
Simply type your question, for example “how to check my PUK number?”

Can I make a complaint to Chatbot?
Not at this moment. Stay tuned for our updates!

What if I don’t receive TAC number?
Please wait for 1-3 minutes before requesting for a new TAC number.

What if I pay the bill through the Chatbot, but my line is still barred or my payment does not go through?
You may dial 1111 from your Celcom number to speak to our Careline agent or visit your nearest bluecube. 

What do I do if my transactions failed?
Clive and Emma will tell you when there’s an error in the transaction, and you will be transferred to an agent.

Celcom Life App

What is Celcom Life App and how beneficial is it to me as a Celcom customer?
The Celcom Life app by Celcom is created exclusively to help you check and manage your FIRST and Xpax account.
 
What are the features of Celcom Life?
Celcom Life lets you check on account details such as Internet, calls, SMS balance, roaming balance, as well as pay bills, reload, get PUK code, purchase add-ons and perform other services

How do I sign up for Celcom Life?
You will be able to access the app automatically if you are on Celcom mobile network. If you are on other Internet connections, you can request for a One Time PIN (OTP) from your mobile.

Where do I download Celcom Life app from?
Depending on your device’s operating system, you can download the app from Google Play Store (Android) or Apple App Store (iOS).
 
Will I be charged for downloading the app?
 Celcom Life is FREE to download and FREE to use without incurring any Internet charges if you are a Celcom customer.
 
Can all Celcom customers use Celcom Life?
Celcom Life is available to all Celcom customers except for customers on Celcom Corporate Official accounts, Home Fibre and Celcom WiFiPlus.

How do I manage multiple accounts?
If you have more than one mobile number registered with your identification number (IC), click on the dropdown arrow next to your mobile number on the title bar at the top of the menu and all your accounts will be displayed.

Interactive Voice Response (IVR)

Need help? IVR gives you the ability to do self service functions over the phone. Just follow the guide below:
 


For customers calling from Celcom Postpaid line

 

image_faq_general_ivr_postpaid.jpg

Download your guide here

 

For customers calling from Celcom Prepaid line

 

image_faq_general_ivr_prepaid.jpg

Download your guide here

 

For customers calling from non-Celcom line

 

image_faq_general_ivr_2.jpg

Download your guide here

Real Time Charging

  1. What are the improvements customers will experience with the billing system upgrade?
    Our billing system upgrade enabled Real-Time charging which will give you better control over how much you spend with Celcom. Now, with Real-Time charging and your Credit Limit taking into account your monthly fee, billed amount and current usage; you will have visibility and control over your total spend with Celcom.
     
  2. What is the meaning of Real-Time charging?
    Real-Time charging means, all charges (monthly fee, billed amount and current usage) will be rated or charged immediately in your bill and against your Credit Limit.
     
  3. Why did Celcom include Monthly Charges in Real-Time charging?
    We included Monthly Charges besides billed amount and current usage in Real-Time charging, to give you better control over how much you spend. This way, you will always be aware of your total bill amount and it is capped based on your current Credit Limit. 
     
  4. Who are the affected customers?
    All postpaid customers
     
  5. Why did Celcom increase my Credit Limit?
    It is to ensure customers are given sufficient Credit Limit in order to avoid service interruption. The increase was based on their plan, usage, additional purchases and the fact that now with Real-Time charging; all charges are taken into account of your Credit Limit.

    Without Real-Time charging, charges taken into account of your Credit Limit:
    Billed + Total unbilled usage amount

    With Real-Time charging, charges taken into account of your Credit Limit:
    Billed + Total unbilled usage amount + unbilled Recurring Charge (e.g. monthly fee)
     
  6. Can I request to reduce my Credit Limit? 
    Yes. However, if you have insufficient Credit Limit your line will be barred.

 

Update Your Details

  1. What is this exercise about?
    The main objective is to ensure and verify the data captured during registration is valid. This is to curb misuse of prepaid mobile services for criminal activities and the protection of other consumers from any unlawful activities. Therefore, it is critical to ensure all prepaid users are accurately registered with the respective service providers.
     
  2. How long would it be for this exercise?
    This will be an on-going and periodical exercise by MCMC. As for this first audit, affected users are advised to ensure all information is updated before 30 November 2018. Upon termination from 1 Dec onwards, the remaining balance for the prepaid services will be forfeited and service providers are under no obligation to re-issue the same number to the affected users during any new registration in the future.
     
  3. What kind of information need to be updated?
    You would require to update your Name and ID . Your original identity document i.e. MyKAD is required for the registration updates.
     
  4. How would I know if I required to perform the profile updates?
    Those affected users will be contacted by the respective service providers via several medium i.e Short Messaging Services. 
     
  5. Where to update my information?
    Affected users are advised to promptly update their information by walking in to the nearest respective service providers’ designated outlets.
     
  6. Can prepaid customer update their ID via OCS?
    No, customer need to walk in to nearest Blue cube
     
  7. What are the impacts if customer failed to update profile?
    • Impacts of failed to update profile between 20 Sept’18 until 31 Oct ’18, the line will be Suspended  on 1/11/2018 and to resume the line go to nearest Blue Cube.
    • For those not resume the line by 30 Nov’18, the line will be permanently terminated on 1/12/2018. Balance will be forfeited.
       
  8. My number is a special number and I bought from Dealer with a special price, can I request back my special number?
    No, there is no special treatment for special number, customer must update their ID & Name to avoid line suspended.
     
  9. I heard my friend received SMS to update their ID and Name but why I have not received this? 
    The SMS is sent to the customer who ID is unmatched. This means your ID has been validate as correctly captured.
     
  10. Where can I update my profile to change ID’s and name?
    Customer can change the ID’s and name by walk-in to Celcom bluecube only.