General Questions (all term and condition applied to residential package only)
What is the upload and download speed for Rate One Fiber Broadband Internet plans ?
Our upload and download speed is symmetric speed for package 15 Mbps, 30 Mbps, 50 Mbps & 100 Mbps.
This means the value of both speed is the same and the top speed is affected according to the plan you have subscribed.
However, for other package, the Download speed you get will be range from around 65% to 100% of your subscribed speed.
Do all Rate One Fiber Broadband internet package come with unlimited data ?
Yes, all the packages we offer come with unlimited data and No Fair Usage Policy.
Your internet speed will depend on your device capability and do note that the speed of your subscribed package are shared between all the connected devices.
How long is the warranty period for the Rate One Fiber Broadband Internet fiber modem, WiFi router, power adapter ?
The fiber modem, WiFi router, power adapter come with lifetime warranty during service period, A service fee RM 50 excluding SST may apply for hardware replacement due to wear and tear.
Do I need pay for installation, deposit and any others fee ?
RM 150.00 excluding SST will be charged into the 1st invoice for customer who choose package with 6 months contract period or Non Malaysian or any package come with the installation fee.
Except 6 month and packages according to the application form, all standard installation is Free Of Charge for customer who completed the package’s contract period (excluded 6 months packages).
Kindly refer to the application form for the charges detail or email to support@rateone.net for the final verification.
For Malaysian, no deposit is required for the fiber modem, WiFi router, power adapter and fiber connection (fiber cable & connector).
For non-Malaysian, deposit is required before application will be accepted and you are only entitled package with 6 months contract period. For more details, kindly contact us via WhatApps or email to our support email address, support@rateone.net.
Is Rate One Fiber Broadband service available for business usage?
Rate One Fiber Broadband service is only intended for residential usage and not for any business usage.
Rate One Fiber Broadband is not liable for any business lost due to the usage of our service and customer is only allowed to claim maximum up to the same as their monthly subscription fee.
What is required for me to enjoy speed more than 30 Mbps Rate One Fiber Broadband speeds effectively?
Please ensure that your devices (laptop, mobile phone) WiFi card support dual band (2.4Ghz & 5Ghz) and devices must supported IEEE 802.11ac spec.
Network card is supported up to 1Gbps speeds for desktop computer.
Can I apply for Rate One Fiber Broadband internet plan if I have been blacklisted by other TELCO company ?
Yes, your application will still be received by us but deposit may apply.
Why should I subscribe to a Rate One Fiber Broadband plan rather than other broadband plan?
Rate One Fiber Broadband Internet offers more stable, reliable and higher speed than the average mobile broadband speeds.
How to conduct a speed test for Rate One Fiber Broadband?
You can perform by visiting our SPEED TEST page and choose different server for reference and comparison.
Because the speed test result may be affected by the speed test server performance, so you are advised to run the test on different speed test server for comparison.
For more accurate result, the speed test also needs to be performed by using Cat 6 network cable with direct connection from a laptop / desktop to the WiFi router LAN port.
Do Rate One Fiber Broadband Internet offer dedicated internet plan for Residential ?
As the offered package is shared and on best effort basic internet, we do offer dedicated with SLA (Service Level Agreement) fiber internet plan for residential but not for business use as stated in Application form, kindly WhatsApp us for more detail.
About Installation
When and how will the installation date be set up ?
Our installation team will contact you and arrange the appointment at your convenient time within 5 working days.
How long does a standard installation take to finish?
A standard installation process take approximately 1 to 2 hours to complete.
What is process include as non-standard installation ?
Non-standard installation include but not limited to the following process:
Trenching work
Non-direct cable routing
Underground, concealed or over-roof cabling.
These work will be completed at the customer’s own expense and Rate One Fiber Broadband will not be held responsible for the quality or completeness of such work.
Can I request to redo my internal fiber cabling ?
Yes, you can. Only for the first time we shall provide the service with no charges, for standard installation (surface mount) but fee may be applied for relocation of fiber either internally or externally on second time and onward.
Do I need to be present during the installation?
Yes, but in the case of you being unavailable to present during the installation, you may designate a person at least aged eighteen (18) and above to be present on your behalf with provide applicant and designate person valid ID.
If a designated person is appointed to be present during the installation, you hereby agree and authorize the designated person to sign our Internet Access Application Form on your behalf.
I have my own router, computer and some others devices. Can the installer help me to configure the connection to Rate One Fiber Broadband Internet ?
Yes, but you will need to pay separately to Rate One Fiber Broadband and Rate One Fiber Broadband will not be held accountable for the service quality nor any damage to your equipment.
What will happen if my Rate One Fiber Broadband installation is not successful ?
If your Rate One Fiber Broadband installation is not successful, Rate One Fiber Broadband installer will either try to resolve the issue on the day or reschedule another session for installation.
Can I still subscribe to Rate One Fiber Broadband if my apartment/condominium is not within the area of coverage ?
You will not be able to subscribe to Rate One Fiber Broadband internet plans. However, you are most welcome to contact us for better arrangement.
What do I need to prepare to ensure the installation goes smoothly ?
You will need to prepare 2 power outlets for Rate One Fiber Broadband internet equipment.
I am moving to another place, can I request for re-location of the modem and router?
Any request for relocation of service location will only be entertained and processed by Rate One Fiber Broadband provided always that the same package applies for the same type of premises location upon the initial subscription of the service with Rate One Fiber Broadband.
Plan Upgrade / Downgrade
*Please be noted that any request by the customer for upgrades or downgrades of the service shall subject to Rate One Fiber Broadband’ s written approval.
Do I need to pay any fee for upgrade / downgrade of my current package?
No fee are required for upgrade / downgrade of package, customer will only have to meet the conditions, please refer to below for the requirement.
What should I do if I want to upgrade my current package ?
You can contact us via WhatsApp or our authorized agent to inform us of your request.
Do take note of the following conditions that need to be fulfilled before upgrade of package is allowed:
-Upgrading of package is only allowed after the 1st year invoice is issued.
-All the current outstanding of your account must be cleared first.
Can I downgrade to a lower speed plan within my contract period ?
Yes, but you can only request for downgrade of package after at least half the contract period starting from the date of account activation.
Payment
When should I make payment?
Depending on the date of your initial installation, your billing date will be on the next 13th or 28th. For example, if the installation is done in between 13th and 27th, you will receive all of your bill on every month 28th and vice versa.
Customer can also access the Customer Self Care Portal check for the details of the billing of their account. The default login username and password will be the email address that is provided during initial registration with our agents.
I have not received any invoice, what should I do?
All of our invoice are sent via email to the email address you initially provided to our agent during registration. If you have checked your inbox and confirm that you do not receive the invoice, kindly contact us via our WhatApps support number, 011-6195 6105.
How do I make payment for my bills?
You may refer to HOW TO PAY section at the bottom of the invoice’s 1st page, related payment details are listed at there or you may refer the following section.
Payment Account and Payment Method
*We recommend you to make payment via our Payment Gateway by clicking on PAYNOW button in your invoice or by accessing it by clicking on this link, https://billing.rateone.net/payment
ALL PAYMENT SHOULD ONLY BE PAID DIRECTLY TO Rate One Fiber Broadband BROADBAND SDN BHD. Rate One Fiber Broadband BROADBAND SDN BHD WILL NOT BE LIABLE FOR ANY PAYMENT THAT IS PAID TO ANY NON-DESIGNATED THIRD PARTY ACCOUNT.
Regarding barring and suspension of account
Suspension of Service – Rate One Fiber Broadband may suspend the service for any fee and / or payment due which is not fully settled by the due payment date as stated on each monthly invoice, which would be 7 days of grace period after the invoice is issued.
How long will it take for my Rate One Fiber Broadband Internet service to be reactivated after I have cleared all the outstanding of my account?
Your Rate One Fiber Broadband account and internet service will be reactivated within 7 working days if you are paying via manual method such as online banking or cash deposit machine.
However, it will instantly reactivated if you pay via our Payment Gateway service, you can access it by clicking on the PAYNOW button on the invoice.
Refund Policy
Any amount paid via payment gateway is to be refund according to the payment gateway fund reversed policy.
Contract & Termination
-Customer are to take note that contract period for the all packages is the minimum period of commitment of the contract. Customer is allowed continue to enjoy the internet service if payment is made for the monthly internet fee.
-Customer whose account is suspended by Rate One Fiber Broadband SDN due to having outstanding in his/her account after the payment due date is not allowed to terminate his/her account until all of the due outstanding of his/her account has been cleared, only then the customer may proceed with termination of the contract.
-Customer shall inform Rate One Fiber Broadband BROADBAND SDN BHD after the Contract Period has ended with at least one (1) billing circle month prior to termination with written notification of email to support@rateone.net or else the contract will keep running if Rate One Fiber Broadband BROADBAND SDN BHD do not received any form of proper written notification.
The customer will then be provided with Service Termination Request form and he/she shall complete and submit the completed form to Rate One Fiber Broadband BROADBAND SDN BHD by email to support@rateone.net. The termination request will be rejected if the information provided in the form is incomplete, inaccurate and/or does not tally with the record maintained by Rate One Fiber Broadband BROADBAND SDN BHD.
Once the termination process is completed, Rate One Fiber Broadband BROADBAND SDN BHD reserves the right to collect the fiber modem, WiFi router and any other equipment that belong to Rate One Fiber Broadband BROADBAND SDN BHD.
All of the equipment that is installed by Rate One Fiber Broadband BROADBAND SDN BHD staff during initial installation including but not limited to the following, any cabling and fiber, fiber modem, WiFi router and etc. are considered as property of Rate One Fiber Broadband BROADBAND SDN BHD and shall be returned to Rate One Fiber Broadband BROADBAND SDN BHD upon termination of account, unless the equipment is provided by the customer with his/her own cost.
Any dismantling of Rate One Fiber Broadband BROADBAND SDN BHD equipment by our staff can only be performed during normal working hour.
Customer can also return the equipment on their own, the equipment must be handed/post to the following address:
Click for Devices Collection and Return
-After termination, if the customer does not return Rate One Fiber Broadband BROADBAND SDN BHD’s fiber modem, WiFi router or any other equipment, a RM 500 of device purchase fee with 3% per annum interest shall be applied.
-Rate One Fiber Broadband BROADBAND SDN BHD reserved all right to submit any missing in action or uncontactable customer detail to CTOS (Credit Tip-Off Service) Data System Sdn Bhd, the record will only be removed once the customer has cleared out all the remaining outstanding.
-Any customer who move out of the registered place (house/unit) without notifying us will be regarded as deliberate breach of contract and with intention to deceive. Rate One Fiber Broadband reserved all right to terminate related account immediately and charge to customer according to the early termination clauses without any prior notice.
For all the Rate One Fiber Broadband Package, relocation is prohibited, ownership transfer is prohibited.
Unauthorized Third-Party Devices Support
Do you provide technical support for third-party devices?
We provide technical support exclusively for the fiber-copper WiFi devices (2-in-1 ONU) that we supply. Unfortunately, we do not support third-party devices.
-Can I request advanced technical support for devices like HomePlug network extenders, printers, gaming consoles, servers, firewalls, or third-party routers?
RateONE Fiber does not offer technical support for additional network devices, including HomePlug network extenders, printers, gaming consoles, servers, firewalls, or third-party routers.
-Can I pay your technician or installer to fix it for me, with no responsibility or liability on their part?
According to our company policy and focus on specialized expertise, our technicians and installers are not authorized to provide out-of-scope technical assistance, regardless of the circumstances. This ensures that our customers’ interests are protected, and that the expertise of our staff is respected. Our technicians and installers are dedicated to handling the devices and appliances provided by us, and we cannot extend their services to unsupported equipment.
