YTL Broadband - Frequently Asked Questions
Frequently Asked Questions
List of questions we get asked a lot
YTL Broadband provides various plans to cater for everyone. For home owners, click HERE. For business owners, click HERE. For customized solutions, you may contact our YTL Broadband sales team at 018 – 650 0000 or email sales@ytlbroadband.my.
You may check the status of your online application by clicking HERE.
Our fixed broadband internet solutions are currently only limit to certain locations in Klang Valley, Negeri Sembilan, Penang and Johor. For further details, you may contact our YTL Broadband sales team at 018 – 650 0000 or email sales@ytlbroadband.my
For bhome subscriptions, we require:

  • Front and back copy of MyKad / Passport (for Non-Malaysians);
  • Copy of the AutoPAY registration form (should you sign up for our AutoPAY credit card auto debit service). You can download the form HERE.
For bbiz subscriptions, we require:

  • Front and back copy of MyKad / Passport (for Non-Malaysians);
  • Form 9 / Form 13, Form 49 (local company);
  • Form D & A (Sole Proprietor) / Form D & B (Partnership);
  • Form 79, Form 80, Form 80a, Form 83 or Form 83a (foreign-registered company) or;
  • Certificate of Practice issued by the relevant authority (NGO/Association/Cooperative;
  • Copy of the AutoPAY registration form (should you sign up for our AutoPAY credit card auto debit service). You can download the form HERE.
  • Payment slip for deposit
Your subscription will come together with the necessary device, which includes a wireless router and an analogue phone. The device is chargeable at RM299 (for 12 months contract period), and will be waived for subscriptions with 24 months contract period. Should you purchase your own device, we will not provide the necessary support and maintenance for the said device.
Yes, kindly contact our YTL Broadband sales team at 018 – 650 0000 or email sales@ytlbroadband.my for further details.
Yes, you can upgrade your service plan at any time during the contract period subject to payment of the relevant higher Monthly Recurring Charges for the upgraded service plan. Please contact our YTL Broadband sales team at 018 – 650 0000 or email sales@ytlbroadband.my. Downgrading of your service plan is not allowed during the contract period.
There will be a relocation charge of RM200.00 (RM212.00 with GST). Relocation is subject to our terms and conditions.
You may terminate your subscription once your contract is expired by giving us at least 14 days prior written notice in our prescribed form or format. If you terminate your subscription before the expiry of your contract, you will be charged an early termination charges for an amount equivalent to the total relevant Monthly Recurring Charges for the balance contract period.
You may terminate your subscription by filling up our termination form. Please contact our Helpdesk at 018 – 333 0022 or email ytlbhelpdesk@ytlbroadband.my for further details.
You may change the contract period of your subscription within 60 days from the date of service activation.
Our customer care portal (CCP) provides our customer with a platform to view their account and services.
Our CCP has the following features:

  • View payment history
  • View and download bills
  • View account details
Upon successful installation, you may register for the CCP using the following steps:

  1. Go to our CCP portal HERE.
  2. Click on "Sign up now".
  3. Key in your registered email address and your 7-digit YTL Broadband account no.
  4. A verification email will be sent to your registered email.
  5. Click on the verification link in the email.
  6. Create a password for your online account.
Your Customer Care Portal login details will be your registered email address and your registered password.
You may download your bills by clicking on the VIEW BILLS link inside our Customer Care Portal.
Your accounts will be grouped together if your subscriptions are registered using the same email address. You will only need to register one subscription. Once you are logged in, you may choose your account by selecting from the Choose Your Account dropdown menu.
Log on to the CCP. Click on the MY ACCOUNT link inside our Customer Care Portal. Once inside, click on the CHANGE PASSWORD to change your password.
Click on the FORGET PASSWORD link on the login page and follow the given instructions to reset your password.
Kindly check the following and try again:

  • If your email is correct
  • If your email is under a firewall
  • If your mailbox is full
  • If the reset password email is inside the Junk folder
Should you have further issues, kindly contact our Helpdesk at 018 – 333 0022 or email ytlbhelpdesk@ytlbroadband.my for further details.
We currently only provide e-bill to our customers, i.e. monthly bills are sent to your registered email address.
Kindly click HERE for a list of our payment channels.
Upon confirmation of your payment, we will require 1 working day in order to restore your service. YTL Broadband will also reserve the right to charge a reconnection fee.
The devices will be provided with limited warranty against manufacturer’s defect starting from the relevant activation date as follows:

  • Wireless router – 12 months warranty period
  • Analogue phone – 6 months warranty period
However, faulty or damaged devices which are due to your negligence or abuse and lost devices will not be covered under the warranty. You will be responsible for the repair/ replacement charges for such faulty, damaged or lost devices.
Yes, you can surf the internet and make or receive phone calls concurrently.
Please make sure there is a dial tone once you pick up the phone. Ensure that all devices or equipment provided are switched on. If the problem persists, please call our Helpdesk at 018 – 333 0022 (Monday to Sunday, 8am-11pm).