FAQ

Mobile Broadband is obtaining high-speed Internet connectivity while on the go. This would mean customers can access the broadband connectivity without being stationed in a particular area.

2. What is Celcom Broadband?

Celcom Broadband is a mobile broadband service that runs on Celcom's 3G and HSDPA network.

3. What is 3G?

3G or third generation is the generic term used for the next generation of mobile communications systems. The new systems will enhance the services available today and offer multimedia rich content, high speed Internet access and the ability to view live video footage (Video Calls) offering transmission speeds of up to 384kbps.

4. What is HSDPA?

HSDPA- (High-Speed Downlink Packet Access) is a new mobile telephone protocol sometimes referred to as a 3.5G or 3½G technology. HSDPA is an evolution of the 3G standards, and increases the data download speeds for mobile devices with capability to offer data transmission speeds of up to 7.2Mbps (in Celcom we offer speeds of up to 3.6Mbps).

5. What are the broadband packages offered by Celcom?

Please click here to view more.

6. Why Celcom Broadband?

Flexibility
Complete suite of packages to cater for everyone's needs from a occasional user who dont need extremely fast connectivity to a heavy download user who needs fast speeds with mobility

Affordability
(Value For Money) Basic entry package at RM8/day Unlimited usage

Mobility
Truly mobile broadband offering (EVERYWHERE) unlike hotspot/ hotzone offerings which can only be used at certain designated locations

Ease Of Use
Truly Plug & Play with instant connectivity (no configuration, no installation CD & no login required).

Widest Coverage
With the Widest broadband coverage unlike current providers

Fastest Connection
Truly the fastest mobile broadband offering today with up to 3.6Mbps.

Satisfaction Guaranteed
Money back within 7 days

7. How can I subscribe to the Celcom Broadband Monthly Unlimited service?

Customers to walk-in to any one of our branches, Blue Cube outlets or dealers located strategically nationwide.

8. Must I be an existing Celcom Voice Service to subscribe to the Celcom Broadband package?

No, the voice package is optional. Following are the options you can consider:

• Attaching the Broadband Service on to your existing Voice Line (Minutes Plan / Normal Postpaid)

• Obtaining a new Voice (Minutes Plan / Normal Postpaid) line and attaching the Broadband Service to this plan.

• Obtaining a Stand Alone Broadband Service - Pure Internet package

9. Would I be able to send and receive SMS if I subscribe to the Broadband Stand Alone Service?

No, this is a pure Internet service as such you would not be able to make calls, video calls or send and receive SMS.

10. What documents are required for registration?

For Broadband stand alone services or new registration, you are required to fill in the application form and provide us with a copy of your identification card.

For existing voice plan users that would like to attach their broadband service to their existing lines, they are required to fill in the service change request form.

11. What happens if i receive a call while accessing the Internet?

Celcom does not charge any installation or registration fee; however you are required to pay an advance payment upon your registration. Following are the payment schedules:

The advance payments will be reflected in your first bill as an advance payment towards your package value.

12. How does Celcom's Money Back Guarantee work?

Upon subscription, a customer has a 7 day cooling off period. During this period, should the customer be dissatisfied with the service for the following reasons:

• Poor Service Quality

• Poor / No Coverage

Then the customer can request for termination. However this request must reach any of Celcom's branches within the 1st 7 days upon the subscription.

13. What is the eligibility to obtain the Money Back Guarantee?

Customers must ensure that their termination request is made at a branch within 7 days of service subscription.

• Customers who have made an upfront payment for the package, namely the broadband stand alone subscribers can obtain the full refund on the payment.

• Customers who had not made an upfront payment for the broadband service, namely customers attaching the service to an existing voice line will not be charged for any broadband usage during the first 7 days.

• Any advance payment will be contra against any content download or roaming charges.

14. If I subscribe to a mobile broadband monthly unlimited or broadband daily unlimited service, can I use this service while on International Roaming?

While you can connect to the local service provider to obtained broadband services (subject to availability in that particular country) the charges will in accordance to the roaming charges as predetermined by that provider.

In other words, you will still get charged Roaming Pay Per Use rates on top of your Monthly unlimited rates.

As for the Daily Unlimited service, this is not applicable while roaming.

15. When I subscribe to the Stand Alone Broadband Service what does Celcom provide me with?

Upon successful registration, Celcom will issue you a USIM card that will enable your Internet connectivity.

16. What is a USIM Card?

A USIM (Universal Subscriber Identification Module) card is a Mobile SIM card with 3G capabilities. This card will serve you with the Celcom Broadband service. Insert this SIM card into any 3G enabled device (phone, datacard or USB modem) to access the Internet while on the go.

17. What happens if I misplace / lose my SIM provided by Celcom for the Celcom Broadband service?

You will require to walk-in to any of our Celcom Branches to replace this card. Please ensure that you do this as soon as possible as any usage charges* incurred during this period will be honored by the owner.

*Content Download & Roaming Charges

18. How much would I be charged for the replacement of this SIM Card?

You will be charged RM5.00 for the SIM card replacement.

19. Once I get the Broadband USIM Card from Celcom, how can I start accessing the Internet?

You can access the Internet by using one of the following devices:

• Phone

• Phone as a Modem

• PCMCIA or PCI Express Datacard

• USB Modem

Surf on your mobile
Connect directly to the Internet from your 3G, HSDPA or GPRS enabled mobile phone.

Connect directly to the Internet from your 3G, HSDPA or GPRS enabled mobile phone.

Use your mobile as a modem
Configure your 3G, HSDPA or GPRS enabled mobile phone as a modem for your laptop or notebook.

Using a Data card
Connect a PCMCIA or PCI data card to your laptop, notebook or PC as a modem

Plug and Play USB Modem
Celcom provides USB modems that can connect to your laptop or notebook without having to install any drivers.