Frequently Asked Questions.


 
    Transfer and Transition
  1. Why is there a transfer of my current contract from YTL Broadband to YTL Communications?
    YTL Broadband is transferring all contracts under the Terragraph Network technology to YTL Communications who are better equipped to support and maintain the services for our customers (“Transfer”).
  2. Do I need to re-register with YTL Communications?
    No, to facilitate a seamless transfer to YTL Communications, YTL Broadband will transfer your particulars to YTL Communications under the YTL Group Privacy Policy. If you would like to update your contact particulars, if it is before 1 January 2022, please contact YTL Broadband customer care, but if it is after 1 January 2022, you can contact the YesCare customer centre. The details are in the Transfer Notice sent to you.
    We will however, need you to sign an agreement to ensure that you agree to the transfer to YTL Communications. Our representatives will be in touch with you in the month of December 2021 to sign the Novation Agreement.
  3. Do I need to pay for this Transfer?
    No, you will not be charged for this Transfer.
  4. Will there be any change of equipment at my premises?
    No, there will not be any equipment change apart from upgrades necessary to provide a better service to you.
  5. Will I be charged for these upgrades?
    No, there will not be any charges for upgrades to the network by YTL Communications.
  6. Who should I call if there are problems with my service?
    From 1 January 2022, you may contact YTL Communication’s customer service, YesCare at 6018-3330000 or email at yescare@yes.my. You can also receive support from the MyYes app downloadable from any app store. If it is before 1 January 2022, you should contact YTL Broadband’s customer service.
  7. Additional Plans
  8. My neighbour is interested in subscribing to your service, who should they call?
    You may contact our customer service, YesCare at 6018-3330000 or email at yescare@yes.my. The services are subject to areas within the network coverage.
  9. Do I have other options to upgrade my current plan?
    After 1 January 2022, you can make an application to upgrade your plan. We currently have 2 packages:
    a. 50Mbps @ RM99 per month
    b. 100Mbps @ RM119 per month
    You will have to visit our nearest Yes store and fill up a service upgrade request form.
  10. Will I be tied to any minimum contract period?
    If you continue with your existing plan from YTL Broadband, you will not be tied to any minimum contract period. Any plan upgrades will not be subject to any minimum contract period if you continue with the services.
  11. What happens to my voice plan?
    Yes, we will honour the existing voice plan for customers who subscribed to it under YTL Broadband. However, for any new contract registrations who are not existing customers, the voice plan will not be available until further notice.
  12. Billing and Payment
  13. Can my auto-billing be transferred from YTL Broadband to YTL Communications?
    No, your auto-billing details cannot be transferred because it requires your authorisation to your bank. You will need to authorise your bank to allow auto-billing with YTL Communications. If you sign-up for auto-billing with YTL Communications, you may be eligible to auto-billing rebates subject to the auto-billing terms and conditions on our website www.yes.my/tnc/products-services-tnc
  14. Who do I pay my bills to?
    All bill payments after January 2022 should be paid to YTL Communications.
  15. What will happen if I accidentally pay my January 2022 bill to YTL Broadband instead of YTL Communications?
    To facilitate and make this a seamless transition, YTL Broadband will coordinate to forward that bill payment to YTL Communications. However, you should change your payment method to YTL Communications after that to avoid complications.
    To check for your bills from January 2022 onwards, use your Yes ID to login to the MyYes App or on the Yes website. You can also make payments through the MyYes App and Yes website. Please check your Notice for all the available payment channels under Yes.
  16. How will I know my account details after the transfer?
    Your account details will be transferred from YTL Broadband to YTL Communications after 1 January 2022. In December 2021, YTL Broadband will send you a closing statement for you to settle all outstanding payments with YTL Broadband. You will still have to pay for all services throughout this period, otherwise, it will be carried forward to YTL Communications.
  17. What if I don’t settle my outstanding accounts with YTL Broadband?
    Your accounts are transferred from YTL Broadband to YTL Communications. If you fail to pay your previous bills to YTL Broadband, YTL Communications reserves the right to suspend your account until payments are made, or terminate your account based on YTL Communication’s Fixed Wireless Internet Services terms and conditions.
  18. Can I settle all my outstanding amounts after 1 January 2022 to YTL Communications?
    Yes you can. As long as you make payment for all your outstanding amounts, YTL Broadband and YTL Communications will coordinate to balance your accounts. But all bills after 1 January 2022 should be paid to YTL Communications moving forward.
  1. What is YES DIA?
    YES DIA is a service that provides dedicated Internet access just for you, from your location to the local Internet Gateway. This ensures that you will always have the subscribed bandwidth for your business’s mission critical applications.
  2. What is the difference between YES DIA and a normal broadband service?
    With normal broadband services, your Internet connectivity is shared by other customers in the same area. Hence, you may not receive the actual bandwidth that you subscribed to. With YES DIA, you will always have the bandwidth that you are subscribed to as it is reserved for your usage, with assured availability of 99.5%.
  3. Is there any contention ratio for YES DIA?
    No. Since the Internet connection is dedicated to you, you are guaranteed the bandwidth subscribed as only you alone will be using the allocated bandwidth.
  4. Can YES provide and manage my CPE at my location?
    Yes. For your peace of mind, we can refer you to our trusted partner who can help you manage your CPE.
  5. Can I upgrade/downgrade the bandwidth during the commitment period?
    Yes. During the commitment period, you are allowed to upgrade the bandwidth at any time.
    However, you are not allowed to downgrade the bandwidth during the commitment period. You can only do so after the completion of the commitment period.
  6. Will there be any penalty if I choose to terminate the service before the end of the commitment period?
    Yes. There will be a penalty charge if you terminate the service before the end of the commitment period. You will be penalised with the remaining monthly recurring charges.
  7. What are the available payment options for the service?
    Below are the accepted payment methods for the subscribed service. We will keep you updated if there are new payment options in the future.
    a) Cheque
    b) Bank Transfer
  8. What are the available billing cycles for the service?
    Below are the available billing cycles for the subscribed service:
    1. Monthly
    2. Quarterly
    3. Half yearly
    4. Yearly
  9. Are there any equipment provided by YES for this service?
    Yes, we will provide the following equipment as part of the YES DIA service. These equipment will be maintained and owned by YES.
    High Frequency Microwave:
    1x Antenna, 1x Bracket / Pole, 1x Microwave IDU, 1x UPE, Cabling, 1x Backup Battery, 1x Rectifier
    Point-to-Point Microwave:
    1x Antenna, 1x Bracket , 1x UPE, Cabling
    Fibre Backhaul:
    1x Fibre Router, 1x UPE, Fibre to the UPE
  10. Who should I contact if there are connectivity issues with my service?
    You may contact your Account Manager during office hours. Alternatively, you can contact our 24×7 Support Desk at +6018-3330033 to resolve your issue.
  1. How can YES Broadband benefit me?
    With the wide coverage area of YES Broadband, you can be assured that you will enjoy high broadband connectivity in your area even if it is not currently supported by any other Internet Service Provider.
  2. How can I check if my location is within the coverage area?
    You can check our extensive coverage area at http://www.yes.my/support/coverage.
  3. Can I change my YES Broadband Plan during the commitment period?
    Yes. During the commitment period, you are allowed to upgrade the plan that you are on to a higher one.
    However, you are currently not allowed to downgrade your plan. This service will be available in the future.
  4. Is there Voice Service bundled together with YES Broadband?
    No, YES Broadband does not come with Voice Service. If you need both Internet and Voice Service, please refer to our YES Converged Service product line for more information.
  5. Will there be any penalty if I choose to terminate the service before the end of the commitment period?
    Yes. There will be a penalty charge if you terminate the service before the end of the commitment period. You will be penalised with the remaining monthly recurring charges.
  6. What are the available payment options for the service?
    Below are the accepted payment methods for the subscribed service:
    1. Auto Teller Machine (selected banks)
    2. Cash Deposit Machine (selected banks)
    3. Online Banking (selected banks)
    4. Credit Card
    5. Over the Counter (YES Store/Kiosk, Exclusive Retail Partner)
  7. What is the billing cycle for the service?
    The billing cycle is Monthly.
  8. How long is the warranty period for the equipment?
    As long as you are contracted to us, the Zoom XL provided will be maintained by YES, as it is owned by YES.
  9. Who should I contact if there are connectivity issues with my service?
    You can contact our Support Desk during office hours at +6018-3330033 to resolve your issue.
  1. What is YES DLL?
    YES DLL is a dedicated private network that establishes a dedicated bandwidth connection across all your premises (2 or more), ensuring the secure transfer of data across your offices without the risk of being accessed/hacked by others.
  2. What is the difference between YES DLL and YES 4G-VPN?
    In general terms, YES DLL and YES 4G-VPN belong to the same product family, as both of them allow customers to have their own private network for secure data transmission.

    The only difference is that YES DLL provides customers with a dedicated bandwidth connection across all their premises using either Microwave or Fibre Backhaul, whereas YES 4G-VPN provides customers a best effort bandwidth connection across all their premises using wireless 4G.
  3. Will there be any contention ratio for the data transmission between my premises?
    No. Since the link is dedicated to your business, you will be guaranteed the bandwidth subscribed across all your premises.
  4. What is the Service Level Assurance that YES is providing?
    We are committed to providing SLA of 99.5% availability, subject to T&C. This translates to unavailability of approximately 1d, 19h, 44m, 49s per year.
  5. Can YES provide and manage my CPE at my premises?
    Yes. For your peace of mind, we can refer you to our trusted partner who can help you manage your CPE.
  6. How secure is YES DLL?
    YES DLL is inherently secure as it operates as closed loop connection without sharing the connection with other customers.
  7. Can I upgrade/downgrade the bandwidth during the commitment period?
    Yes. During the commitment period, you are allowed to upgrade the bandwidth at anytime.
    However, you are not allowed to downgrade the bandwidth during the commitment period. You can only do so after the completion of the commitment period.
  8. Will there be any penalty if I choose to terminate the service before the end of the commitment period?
    Yes. There will be a penalty charge if you terminate the service before the end of the commitment period. You will be penalised with the remaining monthly recurring charges.
  9. What are the available payment options for DLL YES?
    Below are the accepted payment methods for the subscribed service. We will keep you updated if there are new payment options in the future.
    1. Cheque
    2. Bank Transfer
  10. What are the available billing cycles for the service?
    Below are the available billing cycles for the subscribed service:
    1. Monthly
    2. Quarterly
    3. Half yearly
    4. Yearly
  11. Are there any equipment provided by YES for this service?
    Yes, we will provide the following equipment as part of the YES DLL service for each premise. These equipment will be maintained and owned by YES.
    High Frequency Microwave:
    1x Antenna, 1x Bracket / Pole, 1x Microwave IDU, 1x UPE, Cabling, 1x Backup Battery, 1x Rectifier
    Point to Point Microwave:
    1x Antenna, 1x Bracket , 1x UPE, Cabling
    Fibre Backhaul:
    1x Fibre Router, 1x UPE, Fibre to the UPE
  12. Who should I contact if there are connectivity issues on my network?
    You may contact your Account Manager during office hours. Alternatively, you can contact our 24×7 Support Desk at +6018-3330033 to resolve your issue.
  1. What is YES 4G-VPN?
    YES 4G-VPN is a dedicated private network that establishes a best effort bandwidth connection across all your premises (2 or more), allowing you to securely transfer data across your offices without the risk of being accessed/hacked by others.
  2. What is the difference between YES 4G-VPN and YES DLL?
    In general terms, YES 4G-VPN and YES DLL (Dedicated Leased Line) belong to the same product family, as both of them allow customer to have their own private network for secure data transmission.
    The only difference is that YES 4G-VPN provides customers with a best effort bandwidth connection across all their premises using wireless 4G, whereas YES DLL provides customers with a dedicated bandwidth connection across all their premises using either Microwave or Fibre Backhaul.
  3. Will there be any contention ratio for the data transmission between all my premises?
    No. Since the link is dedicated to your business, you will be guaranteed the bandwidth subscribed across all your premises.
  4. What is the Service Level Assurance that YES is providing?
    The service is provided on a best effort basis.
  5. Can YES provide and manage my CPE at all my premises?
    Yes. For your peace of mind, we can refer you to our trusted partner who can help you manage your CPE.
  6. How secure is YES 4G-VPN?
    YES 4G-VPN is inherently secure as it operates as a closed loop connection without sharing the connection with other customers.
  7. Can I upgrade/downgrade the bandwidth during the commitment period?
    Yes. During the commitment period, you are allowed to upgrade the bandwidth at anytime.
    However, you are not allowed to downgrade the bandwidth during the commitment period. You can only do so after the completion of the commitment period.
  8. Will there be any penalty if I choose to terminate the service before the end of the commitment period?
    Yes. There will be a penalty charge if you terminate the service before the end of the commitment period. You will be penalised with the remaining monthly recurring charge.
  9. What are the available payment options for the service?
    Below are the accepted payment methods for the subscribed service. We will keep you updated if there are new payment options in the future.
    1. Cheque
    2. Bank Transfer
  10. What are the available billing cycles for the service?
    Below are the available billing cycles for the subscribed service:
    1. Monthly
    2. Quarterly
    3. Half yearly
    4. Yearly
  11. Are there any equipment provided by YES for this service?
    Yes, we will provide the following equipment as part of the YES 4G-VPN service for each premise. These equipment will be maintained and owned by YES.
    Wireless 4G:
    1x Zoom XL, Cabling
  12. Who should I contact if there are connectivity issues on my network?
    You may contact your Account Manager during office hours. Alternatively, you can contact our 24×7 Support Desk at +6018-3330033 to resolve your issue.
  1. What is YES SIPconnect?
    Yes SIPconnect is a carrier-grade IP telephony service that provides quality voice communication, delivered over data connections instead of traditional copper PSTN exchange.
  2. What equipment do I need before subscribing to YES SIPconnect?
    You will need a Media Gateway and PABX equipment.
  3. Does YES support number porting (re-using my current business number)?
    Unfortunately, we do not currently support number porting.
  4. Can I keep my current YES SIPconnect number if I relocate my office?
    Yes. There will be no change in your number should you relocate your office. Just contact our Support Desk to update us with the necessary details.
  5. Can I add additional Channels/Numbers on top of the subscribed package?
    Should you find that the provided Channels are insufficient for your business needs, you can upgrade to a higher package. If you are subscribed to our highest package and still require additional Channels, do contact your friendly Account Manager to submit your request. We will provide the necessary support to accommodate your request.
    As for additional Numbers, you can purchase a block of 10 Numbers at an additional RM 50 per month to meet your business needs.
  6. Can YES provide and manage my CPE for YES SIPconnect?
    Yes. For your peace of mind, we can refer you to our trusted partner who can help you manage your CPE.
  7. Can I upgrade/downgrade the package during the commitment period?
    Yes. During the commitment period, you are allowed to upgrade the plan that you have to a higher one.
    However, you are currently not allowed to downgrade the plan at this time. This service will be available in the future.
  8. Will there be any penalty if I choose to terminate the service before the end of the commitment period?
    Yes. There will be a penalty charge if you terminate the service before the end of the commitment period. You will be penalised with the remaining monthly recurring charge of the subscribed packages.
  9. What are the available payment options for the service?
    Below are the accepted payment methods for the subscribed service. We will keep you updated if there are new payment options in the future.
    1. Cheque
    2. Bank Transfer
  10. What is the billing cycle for the service?
    The billing for YES SIP connect is done Monthly.
  11. Are there any equipment provided by YES for this service?
    If your local IP PBX equipment is compatible with our service, there will be no equipment provided by us.
    However, if your local IP PBX is not compatible, we will provide you with Media Gateway equipment. This equipment will be owned and maintained by us.
  12. Who should I contact if there are connectivity issues on my network?
    You may contact your Account Manager during office hours. Alternatively, you can contact our 24×7 Support Desk at +6018-3330033 to resolve your issue.
  1. What is YES Cloud PBX?
    YES Cloud PBX is a cloud-based suite of business telephony service that allows you to enjoy sophisticated telephone features such as Call Hunting, Call Forwarding, Call Transfer, Extension Dialing, and much more, all without the need of investing in local IP PBX equipment.
  2. What equipment do I need before subscribing to YES Cloud PBX?
    You will need to have an IP Telephone or an Analogue Telephone Adapter (ATA) for Analogue Telephony.
  3. Does YES support number porting (re-using my current business number)?
    Unfortunately, we do not currently support number porting.
  4. Can I keep my current YES Cloud PBX number if I relocate my office?
    Yes. There will be no change in your number should you relocate your office. Just contact our Support Desk to update us with the necessary details.
  5. Can I add additional Channels/Numbers on top of the subscribed package?
    Should you find that the provided Channels are insufficient for your business needs, you can upgrade to a higher package. If you are subscribed to our highest package and still require additional Channels, do contact your friendly Account Manager to submit your request. We will provide the necessary support to accommodate your request.
    As for additional Numbers, you can purchase a block of 10 Numbers at an additional RM 50 per month to meet your business needs.
  6. Can I upgrade/downgrade the package during the commitment period?
    Yes. During the commitment period, you are allowed to upgrade the plan that you have to a higher one.
    However, you are currently not allowed to downgrade the plan at this time. This service will be available in the future.
  7. Can YES provide and manage my CPE for YES Cloud PBX?
    Yes. For your peace of mind, we can refer you to our trusted partner who can help you manage your CPE.
  8. Will there be any penalty if I choose to terminate the service before the end of the commitment period?
    Yes. There will be a penalty charge if you terminate the service before the end of the commitment period. You will be penalised with the remaining monthly recurring charge of the subscribed packages.
  9. What are the available payment options for the service?
    Below are the accepted payment methods for the subscribed service. We will keep you updated if there are new payment options in the future.
    1. Cheque
    2. Bank Transfer
  10. What is the billing cycle for YES Cloud PBX?
    The billing cycle for YES Cloud PBX is Monthly.
  11. Are there any equipment provided by YES for this service?
    No, there will be no equipment provided by us.
  12. Who should I contact if there are connectivity issues on my network?
    You can contact our Support Desk during office hours at +6018-3330033 to resolve your issue.
  1. How can YES Business Mobility / YES SoHo benefit me?
    With the wide coverage area of our service, you can be assured that you will stay connected to both Internet and Voice connectivity wherever you are.
  2. How can I check if my area is within the coverage area?
    You can check our extensive coverage area at:- http://www.yes.my/support/coverage
  3. Can I change my YES Business Mobility / YES SoHo Plan during the commitment period?
    Yes, during the commitment period, you are allow to upgrade the plan that you have to a higher one. However, you are not allow to downgrade the plan at this time. This service will be available in the future.
  4. Is there any tonnage/data quota for the service?
    To ensure fair usage for all YES’s customer, we do enforced a cap on the monthly data usage. Refer to Pricing Table for more details.
  5. What happen if I’ve reached my monthly allocated data quota?
    You can purchase our SuperBooster Add-On to increase your data quota for your plan. Otherwise, your bandwidth speed will be throttled down.
  6. Is there any penalty, if I choose to terminate the service before the end of the commitment period?
    Yes, there will be penalty charge if you terminate before the end of the commitment period. You will be penalized with the remaining term of the monthly recurring charge.
  7. What is the payment method for the service?
    Below is the acceptable payment method for the subscribed service.
    1. Auto Teller Machine (selected banks)
    2. Cash Deposit Machine (selected banks)
    3. Online Banking (selected banks)
    4. Credit Card
    5. Over the Counter (YES Store/Kiosk, Exclusive Retail Partner)
  8. What is the bill cycle for YES Converged Service?
    The bill cycle for YES Converged Service is Monthly.
  9. Is there any equipment provided by YES for this service?
    Yes, depending on the plan selected, Refer to Pricing Table for more details.
  10. What is the warranty period for the equipment?
    Standard 1 year warranty applies.
  11. Who should I contact, if there is connectivity issue on my service?
    You can contact our Support Desk during office hours at +6018-3330033 to resolve your issue.