1. Who can sign-up for webe Pioneer Plan?
   Selected individuals will receive an invitation from webe starting 31st March 2016 onwards. The selection of individuals are based on registered office / home address within the Pioneer Plan coverage areas.
2. How many lines can I subscribe to?
   You are entitled to sign up a maximum of one (1) line only.
3. When can I start to sign up Pioneer Plan?
   You may start register from 31st March till 6th May 2016.
4. Can I port in my number and subscribe to Pioneer Plan?
   This feature is not available yet. For Pioneer Plan, you will be given a new/selected number upon registration.
5. Am I allowed to re-sign up to Pioneer Plan by 6th May in the event if I’ve decided to opt out during the registration period?
   No. You’re only allowed to sign-up to the service once. In the event if you’ve opt out from the service, you will not be able to re-sign the plan again.
6. Where can I sign up for Pioneer Plan?
   You may sign up the Pioneer Plan via:
   •    webe e-commerce portal at http://www.webe.com.my/webeinvited/
   •    Walk in to Packet Hub (P1 P@ddock) at Jalan Templer, Petaling Jaya
7. Can I divulge the plan details to my friends, family members and other social sites?
   No. This plan is only exclusive to selected invitees. Kindly take note, you will need to adhere to the “non-disclosure declaration” when you login to our website.

Services

1. How long is validity period for Pioneer Plan?
   Pioneer Plan is available for use from (start date) 1st April till (end date) 31st July 2016.
2. What will happened to my Pioneer Plan after 31st July?
   Your Pioneer Plan will be automatically converted to the commercial plan.
3. Is this plan a contract plan?
   No. There is no contract and you may cancel the plan anytime without penalty.
4. What is included in my Pioneer Plan?
   The Pioneer Plan is priced at RM10.60 which includes:
   •    20GB of bundled domestic mobile internet
   •    1000 bundled minutes on domestic Voice
   •    1000 bundled SMS on sending of domestic SMS
5. What types of calls and texts included as part of the bundled minutes & SMS?
   We support:
   •    All domestic calls & SMS to webe and other mobile operators.
   •    All domestic calls to national fixed line numbers.
6. What types of calls and texts are excluded in the bundled minutes & SMS?
   The following calls & text are excluded and additional charges will incur when used:
   •    Calls to 1300 / 1700 / 1600 / 1MOCC numbers
   •    Calls to 02-Prefix numbers for border calls to Singapore
   •    080-Prefix number for border calls to Brunei
   •    Calls to Special Number
   •    (IDD) international call & SMS from Malaysia
   •    Voice calls & SMS roaming outside Malaysia
7. Do I need to request my SIM card type (e.g. micro SIM or nano SIM) separately prior to purchase?
   That’s taken care of as our SIM card comes with 3 built-in sizes (mini/standard, micro and nano SIM) which would fit in any phone model you are using.

 

Data

1. What is inclusive in my bundled mobile Internet?
   You get 20GB of mobile internet.
2. Can I check my data usage via Self Care portal?
   Yes, you can.
3. What will happen when I used up all my bundled quota?
   You can continue to surf for FREE at reduced speed of 128kbps.
4. Can I tether my smartphone’s mobile data connection to other wireless-enabled devices?
   Yes, you can by purchasing our Personal Wi-Fi Pass @RM6.36 for 2 hours.
5. How many devices can I get connected to through this Personal Wi-Fi Pass?
   You can share your Wi-Fi to a maximum of 5 devices.
6. Can I carry forward any unused mobile Internet to the following bill cycle?
   This feature is not available and you will receive a fresh allocation of 20GB in the following bill cycle.

 

Voice

1. What types of voice features are inclusive in my Pioneer Plan?
   The following voice features are included:
   •    Call Hold
   •    Call Waiting
   •    Missed Call Notification
2. What types of Voice features are not supported?
   The following voice features are not supported
   •    Video Call
   •    Voicemail
   •    Call Forwarding
   •    Multi-party call
   •    Enabling Private Number Display on your outgoing calls.
3. What rates am I charged with when I make call to the special numbers?
   For special numbers, you’ll enjoy:
    

   Number	Service Description	Charges (Prices excluded GST)
   12273	webe Careline iCARE	FREE
   +6011 1000 1000	webe Careline
   13388	P1 Careline
   999	Malaysian Emergency Response Services
   15999	Talian Nur & Childline
   1-800	Toll Free Hotline Numbers
   13777	Jabatan Air Negeri Sabah (JANS)
   100	TM Customer Careline
   1051	Time Announcement	RM 0.15 /min
   15454	TNB	RM 0.15 /min
   103	TM Directory Assistance Service	RM 0.15 /min

    

   For premium numbers/hotlines, you’ll enjoy:

   Premium Hotline	Charges (Prices excluded GST)
   1-300	RM 0.15 /min
   1-700	RM 0.15 /min

4. What will happen when I used up the 1000 bundled minutes?
   You can continue to make calls at Pay-As-You-Use tariff of RM0.15 per minute.
5. How do I check on my voice usage?
   You’ll be informed via SMS when you’ve used up 80% and 100% of your bundled minutes.

 

SMS

1. What types of SMS features are inclusive in my Pioneer Package?
   The following SMS features are included:
   •    Send SMS to domestic mobile numbers / shortcode.
   •    Receive bank TACs (Transaction code)
   •    Emergency SMS services
2. What type of SMS features are not supported?
   Multimedia Messaging Service (MMS).
3. What will happen when I used up the 1000 bundled SMS?
   You can continue to send SMS at Pay-As-You-Use tariff of RM0.15 per sms.
4. How do I check on my SMS usage?
   You’ll be informed via SMS when you’ve used up 80% and 100% of your bundled SMS units.
5. Will banking TAC or OTT SMS (e.g. Whatsapp) work?
   The banking TAC or OTT SMS are using the “Short Code” SMS (i.e. 5 digits). We are currently working with the upstream content providers and will be able to support these short codes from May 2016 onwards. Before that, please note that you might not be able to receive these short code SMS.

 

Upfront Payment Policy, Deposit, Credit Limit

1. What is an Upfront Payment?
   It’s a RM 1.06 (GST inclusive) fee that will be offset in your first bill when you sign up a new service with us.
2. Do I need to pay anything additional if I’m a Non-Malaysian?
   Yes, you are required to pay a deposit of RM100.00 per service activation.
3. How do I activate the International Roaming (IR) service?
   You are required to pay RM300.00 per line in order to activate IR service by walk in to P1 P@ddock (PJ) or P1TSTOP (JB).
4. Is the deposit refundable?
   The deposit is refundable upon termination with no outstanding amount in your account.
5. I am a non-Malaysian, how do I collect my deposit refund upon termination?
   You can collect the refund from your local bank account or you can provide us an authorised letter for webe to transfer the refund to you.
6. When will I receive the refund?
   You will receive the refund within 3 months of terminating the service.
7. What is the credit limit per line?
   The credit limit per line is RM500.00
8. Can I increase my credit limit?
   Yes. You can increase your credit limit by walk in to P1 P@ddock (PJ) or P1TSTOP (JB).
9. Can I decrease my credit limit?
   Yes. You can decrease up to the default credit limit.
10. Will I be notified when my balance exceeded the credit limit?
    Yes. You will be notified when your account reach 80% and 100% credit limit utilization via SMS and your registered email.
11. What if my balance exceeded the credit limit?
    You are unable to use our service upon exceeding your credit limit.
12. How much do I need to pay to restore my service, barred due to credit limit?
    You need to pay a minimum 75% of your unbilled amount to restore your service.
13. Will I be subjected to a credit check when I sign up to webe?
    You will be subjected for CTOS check only if you're a new subscriber without a P1 broadband service.
14. How do I cancel my subscription?
    You will need to pay any outstanding fees with us prior to service cancellation via Live Chat, email to Careline, P1 P@ddock (PJ) / P1TSTOP (JB) or call in.
15. Will I be refunded of negative balance in my account upon exiting webe?
    Yes. You will only be refunded negative balance exceeding RM10 after exiting webe.

 

Fair Usage Policy

1. Can I use my service to download peer to peer content (e.g. torrent files)?
   Yes, you can use webe service for peer to peer downloads at 64kbps speed.
2. Am I allowed to use the bundled voice minutes by contact center to make calls?
   No. You’re only allowed to make calls for personal purposes within the set fair usage policy.
3. Can I perform bulk SMS or SMS blasting using webe?
   No. You are not allowed to use the SMS feature for SIM Boxing and SMS Blast for any purposes.

 

Discounts

1. Do I get Broadband Bundle Discounts if I’m an existing P1 broadband subscriber?
   Yes, you’ll get RM1.06 off your monthly bill as long as your broadband subscription with P1 is active.
2. What is a Service Discount? Do I get to enjoy it?
   This RM1.06 Service discount is a recurring discount given on the monthly commitment fee over the course of 4 months if customer buys a plan with mobile phone from us.
3. Will I get a rebate if I sign up for Auto Pay?
   Yes, you’ll get a rebate of RM5.00 a month after you have activated Auto Pay services via Self-Care.

Service

1. What is IDD?
   International Direct Dial or IDD for allows you to make Call or send SMS to friends or loved ones overseas from your webe number in Malaysia.
2. How do I activate IDD? Is there any deposit required?
   IDD service is enabled by default with no deposit required. 
3. How do I call to overseas number?
   To call a number in another country, dial 00, follow by the country code you are calling, the area or city code, and the phone number. For example, if you are trying to call someone in Brazil (country code 55), in the city of Rio de Janeiro (city code 21), you would dial 00 - 55 - 21 - XXXX-XXXX. For your convenience you can also replace 00 with + e.g. +55 21 XXX-XXXX.
4. What is the rate for IDD?
   Please refer to our IDD rates by Country list in our portal HERE.

Service

1. What is International Roaming?
   International roaming allows you to make / receive calls, send / receive messages, access email & mobile internet in over 180 countries across the world.
2. How do I prevent myself from unknown charges when I’m roaming?
   You are recommended to switch off the “Data Roam” feature in your smart phone setting before you reach your destination overseas.

 

Mobile Internet (Data Roam Pass & Data Roam 20MB Pass)

1. Can I Roam when travelling oversea?
   Yes, but you’ll need to activate our international roaming service.
2. What does the Data Roam Pass offer?
   The pass gives you Mobile Internet Browsing when you’re travelling overseas. It’s enabled until midnight of the country’s capital city every day.
3. How long is the Data Roam Pass valid for?
   The pass is valid until midnight of the country’s capital city. E.g. If you’ve visiting Thailand, your data roam expires at 12:00 am, Bangkok time.
4. I’ve reached my limit for my data! How can I continue surfing while I’m still roaming?
   You can purchase additional Data Roam Pass from Self-Care or call our webe representative.
5. Will I be informed when my subscription is successful?
   Yes, you will receive a SMS notification when your Data Roam Pass has been successfully activated for both auto subscriptions and pass renewals.
6. How do I unsubscribe from a Data Roam Pass?
   There is no need to unsubscribe the Data Roam Pass as it will expire at the midnight of the capital city.
7. Is the Data Roam Pass compatible with any phone model? (I.e. iPhone/Blackberry/Android/ Windows)
   Yes, it works with any phone model.
8. How do I keep track of my pass usage and expiry date?
   We’ll keep you updated! You’ll receive a text when you’ve exceeded the quota, and when it expires. You can also check via Self-Care.
9. I have purchased Data Roam Pass in Singapore. Can I use the same pass in Thailand on the same day?
   You are not able to use the Pass, Data Roam Pass is country-specific. If you’re travelling to multiple countries a day, you’ll need to activate a data roam in each country and browse through their respective preferred operators.
10. How much will I be charged if I use my mobile internet overseas without a Data Roam Pass?
    You will be charged at pay-per-use rate of RM 39.00/MB.
11. Why is my international roaming data not working in certain countries when I land?
    We are continuously working with our roaming partners to improve the roaming capability. In the event that your data does not work in some countries, please check the Access Point Name (APN) setting of your phone first. The APN setting should be “webe”. To check and change, please follow the steps below.
    •    Android models: Settings > More > Mobile networks/Cellular networks > Access point names OR Settings > Mobile networks > Access Point Names. Click “Edit the Access Point Names” and change the APN to webe. Leave other fields as-is and Save the new setting. Reboot your phone if necessary.
    •    iOS models: Settings > Mobile Data > Mobile Data Network OR Settings > Cellular > Cellular Data Network. Tap the Access Point Name field and change to webe. Leave other fields as-is and Save the new setting. Reboot your phone if necessary.

 

Voice & SMS

1. What is the charges when I make calls or SMS while roaming?
   The voice and SMS charges vary according to the country you roam. The charging block for voice call is 60 seconds per block. Refer HERE.

1. How will I get my monthly bill?
   You will receive the monthly bill through your registered e-mail in Self-Care portal.
2. When is my bill date and bill cycle?
   Your bill date is always on the 1st of every month and the cycle is the full period of the month (e.g. 1st April – Bill generated for 1/4 – 30/4 2016.
3. Can I request for hardcopy bill?
   We support the environmental friendly way and hence you will only be receiving e-bill. Alternatively, you may print the bill via Self-Care portal.
4. Where can I pay my bills?
   Paying your bills is never been this easy. We have various payment channels for you to choose from
   Internet Banking

   •	AmBank Online	https://ambank.amonline.com.my
   •	CIMB Clicks	https://www.cimbclicks.com.my
   •	Citibank Online	https://www.citibank.com.my
   •	Hong Leong Bank Online	http://www.hongleongconnect.my
   •	Maybank2U	http://www.maybank2u.com.my
   •	MBF Bank Online	http://www.mbfcards.com
   •	RHB Bank Online	http://www.rhbgroup.com
   •	POS Malaysia Online	https://www.posonline.com.my

   Autopay

   •

   Credit/Debit Card, Amex

   http://www.webe.com.my/autopay

   webe Self-Care

   •	MasterCard, Visa (Credit & Debit Card), AMEX	http://www.webe.com.my/selfcare
   •	FPX (Current/Saving Accounts)

   ATM

   •

   CIMB

   http://www.cimbbank.com.my

   Cash Deposit Machine (CDM)

   •

   CIMB

   http://www.cimbbank.com.my

   Walk In & Over the Counter Payment

   •	Maybank	http://www.maybank2u.com.my
   •	POS Malaysia	http://www.pos.com.my
   •	webe Store	http://www.webe.com.my/resellers

5. Which biller name should I choose when I make payment via online, ATM & cash deposit machine?
   Please select P1.com Sdn Bhd when you make payment via online, ATM & cash deposit machine.
6. Am I allowed to claim from the company on charges incurred on the Pioneer Plan Bill?
   No. Any billed charges on Pioneer plan will be borne by the subscriber.
7. How do I share my customer experience feedbacks after using the Pioneer plan?
   You’ll be receiving 3 survey links within 45 days of your purchase to gauge the purchase experience via webe touchpoints, service delivery & activation experience, customer usage, bill payment and support experience.

1. What is webe 4G LTE network?
   Our webe 4G network is leveraging on 850 MHz spectrum.
2. How do I connect to webe LTE network?
   You’ll need to use a 850 MHz supported phone model to get the best service experience.
3. How do I check if my device is compatible with webe LTE network?
   You can check your phone model via our portal HERE.
4. What if my current phone is not a 850 MHz supported device?
   You will not be able to enjoy the best service experience on our 4G LTE network and your phone will connect to either 2G or 3G network depending on location.
5. What is available as part of 4G LTE experience?
   You’ll be able to surf the web, download applications and stream videos in HD without buffering and lags that makes the experience not worth the wait.
6. Where do I purchase these 850 MHz supported phone models?
   You can purchase the phone from our portal HERE.
7. Where can I use my mobile service?
   You can use webe mobile service nationwide provided it’s within the given coverage.
8. How can I check if my area is covered under LTE?
   You can check our LTE coverage from our website.
9. Will I be able to purchase a phone at the same time?
   Yes, we have some good phone deals for you too. Unfortunately, the phone is limited stock on first come first serve basis. Each invitee is limited to 1 phone purchase only together with this special plan.  Scenario 1:  Purchase a plan with 1 phone only in one transaction.  Scenario 2: Purchase a plan only without a phone, and you will not be able to purchase a phone later.