Frequently Asked Questions

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Question  What if I choose to terminate my plan or change my plan during 12 month contract period? Answer  You will incur a processing fee of RM300 and won’t be able to enjoy any of the Lifestyle Privileges anymore if you change your plan before the contract ends. For termination, a pro-rated amount of your package value on top of your outstanding bill amount.
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Question  What are the FREE roaming offers that I’ll enjoy under Platinum privileges? Answer FIRST™ Platinum Plus customers are entitled to enjoy FREE Internet, Unlimited Calls & SMS roaming services in all ASEAN countries for 12 months or for as long as the contract is active. While FIRST™ Platinum customers are entitled to enjoy FREE Internet roaming service in all ASEAN countries for 12 months or for as long as the contract is active. You will get to enjoy daily high-speed Internet quota. The allocated high-speed Internet quota will be different based on the roaming country within ASEAN as specified below: Brunei (B-Mobile) - 150MB Cambodia (Smart Axiata) - 500MB Indonesia (XL/Telkomsel) - 500MB Laos (ETL) - 500MB Myanmar (Ooredoo/MPT) - 500MB Philippines (Globe) - 500MB Singapore (M1/StarHub) - 500MB Thailand (TrueMove) - 500MB Vietnam (Viettel/Vinaphone) -500MB Internet speed will be throttled to 64kbps, but there will be no additional charges imposed. Alternatively, you can purchase additional Internet roaming passes and continue to enjoy high-speed data when you are abroad. FIRST™ Platinum Plus customers will enjoy FREE Unlimited Calls & SMS roaming as below: Unlimited Calls (Calls to Malaysia, calls within visiting country and receiving calls) Unlimited SMS (SMS to Malaysia, SMS within visiting country and receiving SMS)   Please ensure that your international roaming services are activated. Turn on Data Roaming option on your phone, log on to its preferred partner network and start enjoying the FREE roaming services. Important note: Please ensure your International Roaming Data (IR Data) service is activated. If your line has not activated IR Data, please send SMS < IR ON > and send to 28882. Then, you will receive an SMS notification of your IR Data activation.
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Question  What are the FREE flight tickets offered under One-off Privilege? Answer   You are entitled to a 1 FREE return flight tickets throughout the 12-month contract period within Malaysia or ASEAN upon selecting this privilege. This privilege is powered by Celcom’s appointed partner, Inspire SE-Asia Marketing PTE LTD (“Inspire”). Once you have redeemed this One-off Privilege and received the corresponding code via the MyCelcom Postpaid App, you will need to log in to the campaign website: flywithCelcom.com for further arrangement on the flight tickets, which will be handled by Inspire thereafter. Once you’ve successfully logged in to the campaign website, you are required to provide three different destinations with 3 different traveling dates you would like to travel to. Then, our merchant partner, inspire will check on the availability accordingly. Please note that not all destinations are available from all departure airports and that no given destination will be treated as a priority over another.   You may log in to the campaign website: flywithCelcom.com for more information and the comprehensive Terms and Conditions.
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Question  What is the difference between One-off Privilege and Monthly Privileges? Answer One-off privilege allows you to enjoy the privilege only once during your 12-month contract. While Monthly Privileges allow you to enjoy up to 2 Lifestyle Privileges for every bill cycle during your 12-month contract. Lifestyle Privileges can only be redeemed via MyCelcom Postpaid App. For first-time log in, you will be prompted to select either a One-off Privilege or Monthly Privileges. Redemption via Celcom Online Customer Service will be made available soon. Customer will automatically be provisioned with a Monthly Privilege if no selection is done within 7 days upon the activation of your plan. Any unredeemed voucher(s) will be forfeited at the end of the billing cycle. Any unused voucher(s) will be forfeited after the stated validity period.
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Question  Which plans are eligible for Celcom FIRST™ with Lifestyle Privileges? Answer Eligible plans as below: FIRST™ Platinum Plus FIRST™ Platinum FIRST™ Gold Supreme FIRST™ Gold Plus FIRST™ Gold It is open to new and existing Celcom customers, MNP customers, change of bill plan (COBP) and migration from prepaid to postpaid. Subscription can be done via: Celcom Centre Blue Cube Celcom Online Store Celcom Certified Partners
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Question  What is Celcom Lifestyle Privileges? Answer   Customers who sign up for the eligible Celcom FIRST™ Plans with a 12-month contract will get to enjoy exclusive Platinum or Gold privileges. Refer below for the privileges based on our Postpaid plans: Platinum Privileges (FIRST™ Platinum Plus & FIRST™ Platinum) FREE Roaming to 9 ASEAN countries. FIRST™ Platinum plan will enjoy FREE Internet roaming. FIRST™ Platinum Plus plan will enjoy FREE Internet, Unlimited Calls & SMS roaming.  FREE AnydayGB™ Unlimited Access with iflix FREE 1 One-off Privilege (FREE Return ticket within ASEAN Countries) OR2 of the Monthly Privileges below: FREE movie ticket from GSC; FREE rides worth RM5 per ride with Grab; RM10 shopping voucher from 11Street; RM10 beverage voucher from Tealive; RM10 App rebate on Google Playstore; or RM10 App rebate on App Store   Gold Privileges (FIRST™ Gold Supreme, FIRST™ Gold Plus & FIRST™ Gold) FREE AnydayGB™ Unlimited Access with iflix FREE 1 One-off Privilege (FREE Return tickets within Malaysia) OR1 of the Monthly Privileges below: 15GB Video Walla Monthly; 2 FREE rides worth RM5 per ride with Grab; RM10 shopping voucher from 11Street; RM10 beverage voucher from Tealive; RM10 App rebate on Google Playstore; or RM10 App rebate on App Store   Customers will enjoy Celcom FIRST™ with Lifestyle Privileges for 12 months from the month the plan is activated and for as long as the contract remains active. The freebies/ entitlements offered will be discontinue on the 13 th month. However, you will continue to enjoy the prevailing privileges offered by the respective Celcom FIRST™ plans without contract.
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Question: What is FIRST™ Gold Internet plan?   Answer: FIRST™ Gold Internet is an exclusive plan that gives you a great Internet experience.  
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Question: Who can subscribe to this plan?   Answer: New and Existing Celcom Customer MNP customer Change of Rate Plan (CORP) Prepaid to Postpaid
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Question: Where will the plan available for registration?   Answer: No Channel 1 Celcom Centre 2 Blue Cube Outlets 3 Blue Cube Online 4 Celcom Xclusive Nationwide  
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Question: What are the offerings?   Answer: Package Details FIRST™ Gold Internet Monthly Commitment RM80 Monthly Internet 5GB Free Weekend Internet 5GB (1.25GB every Saturday & Sunday) Off-peak Internet (from 1am – 7am) 10GB SMS Pay Per Use 20 sen for All Network MMS Excess Data Usage Throttled to 64kbps Add On Add On 2GB @ RM20 Add On 5GB @ RM45 Add On 10GB @ RM80 Credit Limit RM400 Deposit NIL Foreigner – RM100 Penalty / Contract Standalone Plan: No Penalty/Contract Other benefits FREE Weekend Internet of 1.25GB every weekend FREE Yonder Music for first 12 months Important Notes: Prices displayed do not include 6% GST and 6% GST will be charged in the bill. VAS purchases e.g. Add On, Content ( Games / Apps), Internet roaming usage, etc. are not included in usage commitment policy.  
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Question: What happens if I do not fully utilise my Internet allocation?   Answer: Your Internet allocation will be carried forward to the next billing cycle, up to 2.5GB Internet (provided you stay on the same plan).  
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Question: Will I be getting any SMS notification on usage utilisation?   Answer: Yes, the system will send an SMS notification upon reaching the threshold below: Usage Reminder SMS Internet 70% 100%  
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Question: What happens if I have fully utilise the Internet allocation within the billing cycle?   Answer: You can still enjoy the Internet access at 64kpbs. To continue enjoying the data service at better speed and limit, you can purchase Internet Add On.  
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Question: Can I register for FIRST™ 1+5 Family Plan with FIRST™ Gold Internet?   Answer: FIRST™ 1+5 Family Plan is  NOT ALLOWED  for this plan.  
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Question: What is FREE Weekend Internet?   Answer:   Every weekend (Saturday 12:00am to Sunday 11:59pm), you will enjoy complimentary 1.25GB Internet (total of 5GB a month) that will be refreshed every weekend.
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Question: What happens if I do not fully utilise the FREE Weekend Internet?   Answer: Any unused FREE Weekend Internet quotas will be forfeited at the end of the weekend period.  
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Question: What happens if I fully utilise the FREE Weekend Internet?   Answer: At 70% utilisation, you will receive an SMS notification of usage level and be reminded that your base Internet allocation will kick in upon 100% utilisation. Upon 100% utilisation of the FREE Weekend Internet, you will receive an SMS notification to notify that your FREE Weekend Internet quota has been fully utilised and any further Internet usage will be deducted from your base Internet allocation.  
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Question: How will my Internet usage be deducted on weekdays?   Answer: Your Internet usage will be deducted from the monthly Internet quota.  
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Question: How can I check my Internet balance?   Answer: You can easily check your Internet balance at MyCelcom Postpaid app or dial *118#.  
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Question: How will my Internet usage be deducted on weekends?   Answer: In order of priority, your Internet usage will be deducted as below: Level Bucket First FREE Weekend Internet Second Monthly Internet (24 hours)  
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