Frequently Asked Questions

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EasyPhone™
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Question I am currently on contract with Celcom device bundle plan. Can I sign up for NewPhone™ program?   Answer No, you will not be able to subscribe to NewPhone™ with the same number. A different or new number will be allowed to subscribe to NewPhone™.  
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One valid ID is entitled to only one subscription to NewPhone™. Regardless of how many postpaid accounts you have with Celcom, only one subscription is allowed for one valid ID.  
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Yes, you can subscribed to any FIRST plan available in the market. For existing Celcom Customer they can just add on the NewPhone™ program to their existing postpaid rate plan.  
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Question What if I cancel my NewPhone™ subscription or terminate my Celcom Postpaid account?   Answer If you cancel or terminate from the program less than the Useful Economic life of NewPhone™ device (24 months) you will be required to pay cancellation fee. There are 2 options for Cancellation Fee: Monthly Fee Paid Fee Required (Return the device)* Fee Required (Keep the device) Monthly Fee RM55 RM600 RRP at reducing balance Monthly Fee RM105 RM750 Monthly Fee RM145 RM1,000 Monthly Fee RM175 RM1,100 Monthly Fee RM205 RM1,400 Monthly Fee RM235 RM1,600 Monthly Fee RM255 RM1,800 *Available soon Reducing balance = RRP - [RRP/24 * No. of months for NewPhone™ subscription] e.g. RRP = RM999, No. of months subscription = 9 months Cancellation Fee = RM999 - ( RM41.625 * 9 months ) = RM624.42  
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Question What if after 12 months, I forget to change to new phone?   Answer After 12 months in the NewPhone™ program, you will be notify via SMS and Bill Insertion. The monthly notifications are sent to remind you to collect new phone from Blue Cube. However, if you have decided not to change NewPhone™ device within 24 month, your subscription will be automatically ended at month 24 and your monthly NewPhone™ fee will be stop afterwards. You can keep the device if you wish for free or you can also re- subscribe to the new NewPhone™ program and enjoy the other new device.  
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Question Can I subscribe to the program without Device Protection?   Answer Device protection is only optional to corporate employees with a Celcom existing postpaid account and tenure more than 12 months.  
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Excess Fee is payable to AmTrust Mobile Solutions Malaysia Sdn Bhd and comes into effect when a claim is made against the insurance policy. It is the amount payable for device repair & device replacement costs for device claims. Excess Fees differ depending on device models. To get further details, do contact AmTrust Mobile Solutions Malaysia Sdn Bhd at 1800-880-710. Device Band Device Repair Device Replacement RRP RM501 – RM1,000 RM37.50 RM75.00 RRP RM1,001-RM1,500 Huawei P10 Lite RM62.50 RM125.00 RRP RM1,501-RM2,000 Samsung Galaxy A5 (2017) OPPO R9s RM87.50 RM175.00 RRP RM2,001-RM3,000 Huawei P10 Huawei Mate 9 OPPO R9s Plus Huawei P10 Plus RM125.00 RM250.00 RRP RM3,001-RM4,000 Samsung Galaxy S8 Samsung Galaxy S8+ RM175.00 RM350.00  
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(A) Call 1800-880-710 Call 1800-880-710 within 24 hours of the incident or email (claims@amtrustmobilesolutions.com.my) the details of the cause of repair Your claim will be processed by MAA Takaful and you will be notified once claim is approved You are required to pay for your excess fee charges, if applicable, prior to the fixing of the device Remove your SIM Card and back up your data before device is collected for repair (B) Login to Claim Portal Login to Claim Portal (cl.amtrustmobilesolutions.asia) within 24 hours of the incident with Mobile No & Identification Card Detail out the cause of repair Your claim will be processed by MAA Takaful and you will be notified once claim is approved You are required to pay for your excess fee charges, if applicable, prior to the fixing of the device Remove your SIM Card and back up your data before device is collected for repair  
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(A) Call 1800-880-710 Call 1111 to block your SIM Card Call 1800-880-710 within 24 hours of the incident and fax (03-79549191) or email (claims@amtrustmobilesolutions.com.my) your police report for their reference Your claim will be processed by MAA Takaful and you will be notified once claim is approved You are required to pay for your excess fee charges, prior to the delivery of the device replacement (B) Login to Claim Portal Call 1111 to block your SIM Card Login to Claim Portal (cl.amtrustmobilesolutions.asia) within 24 hours of the incident with Mobile No & Identification Card Attached your police report for their reference Your claim will be processed by MAA Takaful and you will be notified once claim is approved You are required to pay for your excess fee charges, prior to the delivery of the device replacement  
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Any claim with outstanding excess fess for Phone Repair or Phone Replacement Any claim where we discover deception, fraud or illegal use of the mobile device Any claim by users other than the insured and insured parents, legal spouse or children Device Replacement and Repair Unattended theft when device is left unattended in a car or house Pickpocketing Device Replacement Claim submitted without a police report or proper documentation Oversea thefts claim submitted without police report from the country where the incident happened Claim where the SIM card was not barred within 24 hours of any theft as set out in the policy terms and conditions Mysterious disappearance, unexplainable occurrences and or event that can’t be proved Any incident that takes place on any type of craft in/on water and is less than 3 meters long Natural Disaster like flood, earthquake and other convulsions of nature Any wear and tear to the mobile device, electrical breakdown or any type of damage or failure that doesn’t affect how the equipment works Any deliberate damage by you or anyone authorized by you to use the device Performance failure resulting from alterations, maintenance, repairs, faulty design or servicing
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NewPhone™ Device Protection is provided by our partner, AmTrust Mobile Solutions Malaysia Sdn Bhd. NewPhone™ Device Protection subscribers can contact them at : Call 1-800-880-710 Fax 03-79549141 Email  claims@amtrustmobilesolutions.com.my Claim Portal  cl.amtrustmobilesolutions.asia
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With Device Protection, you’ll get a peace of mind with the device replacement or device repair services in place. This will help to ensure that you get constant connectivity with your loved ones. Your NewPhone™ is covered in any of the situations below with Device Protection. Coverage Details Robbery & Snatch Theft If NewPhone™ device is robbed or snatched, new device replacement will be arranged House Break-in If NewPhone™ device is lost during house break-in, new device replacement will be arranged Accidental & Liquid Damage If mobile device has been accidentally damaged, the mobile device will be repaired and returned via door to door service Airtime Abuse Airtime activity abuse of customer’s mobile device following of Robbery & Snatch Theft incident or House Break-in within 24 hours after the incident up to RM500. Value Added Services (VAS) Any VAS abuse after Robbery & Snatch Theft incident, reimbursement will be up to RM100 Mobile Device Rental while Roaming Temporary Rental of a replacement Mobile Device while roaming for total period of 14 consecutive days from date of Incident discovery up to RM500 *Minimal Excess Fee will be incurred depending on device for repair or replacement
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Question What if the phone I return is not in good working condition?   Answer NewPhone™ device MUST be in good working condition at the time of return. If the device is not in good condition, you have three (3) options to follows: i) If the device is covered with Device Protection and if any damage is within the terms and conditions of the Device Protection, you can contact AmTrust Mobile Solutions Malaysia Sdn Bhd (AMS) and repair/replace the device. Upon notification by AmTrust Mobile Solutions Malaysia Sdn Bhd, you can go to any Blue Cube and get the new device if it is a replacement claim. ii) Continue using the device until 24 months to automatically end the program duration, or iii) You can exit from the program and pay the cancellation fee.  
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Question What is good working conditions?   Answer Return device must fulfil below conditions prior surrendering the device at Blue Cube: Cosmetic Status Functionality IMEI match the leased device No scratch/chip on screen No scratch/chip on body No crack on screen & body Device is functionally working All buttons are working Audio sound is working (including hands-free & speaker mode) Vibration mode is working Connectivity (mobile & wifi) working Camera & battery is working
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You may walk in to any Celcom retail store and return the existing device, provided that the device is in a good working condition. If you have successfully served 12 months interval, you can change it for FREE. If you are within 12 months interval, you need to pay Express NewPhone™ fee. For customers that has served more than 12 months interval, you will be notified via SMS to come and collect their new device. You can change your phone at Blue Cube outlets only.
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Express NewPhone™ Fee allows you to change to new device faster and at any time. The charge as per the following table:   NewPhone™ Monthly Fee with Device Protection 55 NewPhone™ Monthly Fee with Device Protection 105 NewPhone™ Monthly Fee with Device Protection 145 NewPhone™ Monthly Fee with Device Protection 175 NewPhone™ Monthly Fee with Device Protection 205 NewPhone™ Monthly Fee with Device Protection 235 NewPhone™ Monthly Fee with Device Protection 255 NewPhone Monthly Fee RM45 RM95 RM125 RM145 RM175 RM205 RM225 List of Devices Huawei P10 Lite Samsung Galaxy A5 (2017) Oppo R9s Huawei P10 Huawei Mate 9 Oppo R9s Plus Huawei P10 Plus Samsung Galaxy S8 Samsung Galaxy S8+ Express NewPhone™ Fee RM500 RM650 RM900 RM1,000 RM1,300 RM1,500 RM1,700 Express NewPhone™ Fee applicable after month 3 onwards to ensure Upfront Payment is fully rebated at the first 3 months of NewPhone™ subscription. *Express NewPhone™ Fee will be made available soon. Stay tuned for updates!  
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You can change to NEW Device anytime you want a. If you change after 12 months interval, the change will be at no cost b. If you change within 12 months interval, you will have to pay Express NewPhone™ Fee
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  The programme is open to all enterprise segments and both corporate officials and employees. For corporate officials: 1 NewPhone™ per Mobile Number tied to company with Malaysian Business Registration Number (BRN)   New Registration Existing Customers New MNP P2P < 12 months (4 – 12 months) >12 months Requirement MSISDN tied to company’s BRN MSISDN tied to company’s BRN   MSISDN tied to company’s BRN   MSISDN tied to company’s BRN MSISDN tied to company’s BRN Complete port into Celcom first   Migrate to any Celcom postpaid plan Upfront Payment MANDATORY 3 months Monthly Fee MANDATORY 3 months Monthly Fee MANDATORY 3 months Monthly Fee MANDATORY 3 months Monthly Fee Waiver Device Protection MANDATORY MANDATORY MANDATORY MANDATORY MANDATORY Additional Documentation NA NA NA NA NA For corporate employee: 1 NewPhone™ per Malaysian ID   Malaysian aged 18 years and above. Not blacklisted in CTOS. Customer must show 3 months recent bills from other service provider (for MNP customer).     What is the customer’s eligibility? New registration & P2P (Prepaid to Posptpaid) customers MNP (Mobile Number Portability) Existing Customers < 12 months >12 months Requirement Malaysian citizen More than 18 years old No CTOS Blacklist 1 IC for 1 NewPhone™ No Device Contract Malaysian citizen More than 18 years old No CTOS Blacklist 1 IC for 1 NewPhone™ No Device Contract Active postpaid customer Malaysian More than 18 years old No Call Bar in the past 3 months Active postpaid customer Malaysian More than 18 years old No Call Bar in the past 3 months Upfront Payment 3 x NewPhone™ Monthly Fee (rebated in the first 3 months) 3 x NewPhone™ Monthly Fee (rebated in the first 3 months) Waived Device Protection MANDATORY MANDATORY Optional Additional Documentation Mandatory to sign-up with auto-billing Mandatory to sign-up with auto-billing 3 months bill from previous telecommunications provider Customer <= 3 months: Only available at Blue Cube Mandatory to sign-up with auto-billing Customer > 3 months: No call bar in the latest 3 months bill Optionally, Blue Cube to sign up with auto-billing if there’s call bar within the past 3 months No call bar in the latest 3 months bill Optionally, Blue Cube to sign up with auto-billing if there’s call bar within the past 3 months   Blue Cube Blue Cube Blue Cube Celcom certified partners Blue Cube Celcom certified partners
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Question How much do I have to pay monthly?   Answer NewPhone™ program offers you various monthly prices that suit your budget. You can choose one of the NewPhone™ Monthly Fee below: List of Devices Huawei P10 Lite Samsung Galaxy A5 (2017) OPPO R9s Huawei P10 Huawei Mate 9 OPPO R9s Plus Huawei P10 Plus Samsung Galaxy S8 Samsung Galaxy S8+ RRP RM1,225.47 RM1,602.83 RM1,696.23 RM2,357.55 RM2,357.55 RM2,356.60 RM2,923.58 RM3,112.26 RM3,489.62 NewPhone™ Monthly Fee RM45 RM95 RM125 RM145 RM145 RM175 RM175 RM205 RM225 NewPhone™ Monthly Fee with Device Protection RM55 RM105 RM145 RM175 RM175 RM205 RM205 RM235 RM255  
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