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Frequently asked questions

Got a question you like to ask? Before you pick up the phone or send an email, check out some of the most common questions that have been answered by our dedicated customer service personnel.

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General

1.	What is P1 4G?
	P1 is one of the pioneers to launch WiMAX services (called P1 4G) on the 2.3 GHz band in the world, and the FIRST in Malaysia, to bring WiMAX to your doorstep!

2.	What is unique about P1 4G compared to other WiFi services?
	WiMAX and WiFi are both wireless broadband access technologies. However, both standards are aimed at different applications.

3.	Where can I get more information about P1 4G?
	Information about P1 4G is available in this website. Alternatively, please call our Customer CareLine at 03-8800 8888 (KL); 04-722 8888 (Penang); 05-811 8888 (Perak); 06-733 8888 (Melaka); 07-293 8888 (JB); 09-293 8888 (Kuantan); Hunting Line: 1300 03 1300 from 8.00am to 11.00pm.

4.	Is P1 4G safe to use?
	Absolutely! P1 4G is totally safe to use.

5.	Where can I subscribe to P1 4G services?
	You can sign-up for our services at our P1 Authorised Resellers, P1 Paddock and P1 P1TSTOP. Alternatively, you can also call our Customer CareLine at 03-8800 8888 (KL); 04-722 8888 (Penang); 05-811 8888 (Perak); 06-733 8888 (Melaka); 07-293 8888 (JB); 09-293 8888 (Kuantan); Hunting Line: 1300 03 1300 or visit our website www.p1.com.my

6.	Why should I subscribe to P1 4G services?
a.	You will be among the 1st WiMAX subscribers in Malaysia as P1 is the first to launch the technology in Malaysia.

b.	P1 will ensure you get the best support to save you time and money.

c.	With P1 4G, you will enjoy wireless and high speed Internet access without any messy cables and wires.

d.	You won’t need to worry about finding a hotspot anymore as P1 4G provides greater coverage than WiFi, blanketing entire areas with P1 4G coverage and services.

e.	With P1 4G you can enjoy better quality of service, without interruptions. Your Internet experience will be seamless.

7.	Who is eligible to subscribe for P1 4G services?
	To subscribe to P1 4G services, you MUST be 18 and above with a valid NRIC if you are a Malaysian. If you are a foreigner, you will need to produce a valid passport.

8.	I am a foreigner. Am I still eligible to subscribe to P1 4G services?
	Yes! You are eligible to subscribe to our P1 4G services. An upfront refundable deposit of RM100 will apply.

9.	Can I have more than one P1 4G account/subscription?
	Yes. You can have more than one P1 4G account/subscription provided they are different service types.

10.	Definition of terms
a.	Best Effort: Our actual speeds may vary from advertised speeds and are not guaranteed depending on the service location, the devices used, network traffic especially during peak time from 9pm to midnight, and type of data being transmitted. In the event that P1 is unable to provide our customers with the maximum speed, we will provide the fastest speed available.

b.	Professional Installation: This is an optional service that is rendered by P1 to customers who prefer professional installation service. P1 professional installers will bring the modem and visit the customer's premise for a successful installation. Appointments will be arranged with the customers prior to the installation process. A one-time professional installation charge of RM 80 will apply.

c.	Paper Bill: By default, P1 provides an online notification of the monthly bills sent to customers email. Customers are able to view bills online through their Self Care. However, if customers prefer hard copy bills via postal mail, this optional service can be purchased. Hard copy bills will be sent to the customers billing address monthly. A charge of RM 5 per month will apply.

Packages

1.	Is there a minimum contract period?
	P1 4G offers different packages and hardware for your different needs. The contract period will depend on the package that is offered. Please click here to find out more.

Accessibility

1.	How fast is the connection?
	P1 4G has different packages to meet different needs. Please click here to find your preferred package and speed.

2.	Can I use P1 4G services anywhere?
	Yes! You can enjoy P1 4G services anywhere within our coverage area with ease.

3.	How long would I need to wait for my P1 4G services to be activated?
	Your P1 4G service will be activated 1 hour from the time you submit your application form.

4.	What are the P1 4G coverage areas?
	Please click here to find the list of P1 4G coverage areas.

Required Devices

1.	What do I need to enjoy P1 4G services?
	To enjoy P1 4G, you’ll need to fulfil these 3 pre-requisite requirements. Desktop / Laptop with minimum System Requirements P1 4G Modem (Desktop Modem or W1GGY) Must be within P1 4G Coverage area

2.	What is a P1 4G Desktop Modem?
	P1 4G Desktop Modem is a Plug and Play device that you need to purchase in order to enjoy P1 4G services. The modem can be purchased from P1 directly or from P1 Authorised Dealers.

3.	Is there a warranty period for the P1 4G Desktop Modem?
	Yes! Your P1 4G Desktop Modem comes with a warranty of 12 months from the date of purchase.

4.	How do I install my P1 4G Desktop Modem?
	The P1 4G Desktop Modem is a plug and play device. Simply follow the short instructions in the Quick Install Guide that comes with your modem. Alternatively, please click here for Setup Information.

5.	What do I obtain upon successful subscription of P1 4G services?
	Upon successful subscription to P1 4G services, you will obtain a box containing the P1 4G Desktop Modem. The box includes one Installation Guide, one P1 4G Desktop Modem, one Power Adapter and one Ethernet Cable.

6.	Do I need to purchase additional equipment?
	No. You don’t need to purchase any additional equipment to enjoy P1 4G services.

7.	Do I need a phone line to use P1 4G services?
	No. You do not need a phone line to use P1 4G services.

8.	How do I set up my wireless access point with P1 4G?
	Please click here for more Setup Information. If you have our new Desktop Modem with WiFi, you’re good to go, as it functions as a wireless Access Point too.

Subscription

1.	How do I pay my monthly access fee?
	P1 makes it convenient and easy for you to pay your bills. Please click here to pick your channel of payment.

2.	What will happen if I don’t pay my monthly access fee?
	Your service will be suspended until you settle your overdue payments. Please refer to our Terms and Conditions.

What are the documents required to subscribe?

Individual
- Malaysian: One(1) photocopy of NRIC - both sides of NRIC on the same page.
- Non-Malaysian: One(1) photocopy of Passport - passport holder's name and passport number must be clearly seen.
Company / Business
- One(1) photocopy of NRIC or Passport of Authorised Signatory AND
- One(1) photocopy of the certified document whichever applies, as listed below:
  
  Sole Proprietor
  - Form A (Business Registration Certificate)
  - Form D (Annual Renewal Certificate)
  Partnership
  - Form A (Business Registration Certificate)
  - Form B (Change in Particulars of Partners)
  - Form D (Annual Renewal Certificate)
  Malaysian Company (Sdn. Bhd.)
  - Form 9 (Certificate of Registration) OR
  - Form 13 (Change of Registration Name)
  - Form 24 (Return of Allotment of Share)
  - Form 49 (Return Giving Particulars in Register of Directors, Managers and Secretaries, and Changes of Particulars)
  Malaysian Company (Berhad)
  - Form 8
  - Form 23
  Foreign Company
  - Form 79 (Return by Foreign Company Giving Particulars of Directors and Changes of Particulars)
  - Form 80 or 80A (Statutory Declaration by Agent of Foreign Company)
  - Form 83 or 83A (Certificate of Registration of Foreign Company) OR Certificate of Incorporation
  Professional
  - Documents confirming registration of Individual Professionals
  - Certificate of Affiliation issued by the relevant professional bodies
  Association / Club / Society
  - Rules and Regulations or By-laws
  - Resolution / Minutes of Meetings passed by the Committee or other governing body which must
  - all be in accordance with the Rules and Regulations or By-laws. The Minutes of Meetings must
  - be signed by the Secretary and confirmed by the Chairman or President of the Association/ Club / Society
  Government (Federal / State / Local / Statutory Authorities)
  - A Letter of Introduction from the relevant financial authority such as the Treasury or State Financial Officer
  - Resolution / Minutes of Meetings passed by the Committee or other governing body which must
  - all be in accordance with the Rules and Regulations or By-laws. The Minutes of Meetings must
  - be signed by the Secretary and confirmed by the Chairman or President of the Association/ Club / Society

Bills & Payment

1.	How will I be billed?
	Your monthly charges will be reflected in your Self Care account at the end of the month starting from the time you first subscribe to the P1 4G service. For example, if you subscribed on the 5th, you will be billed on the 28th of every month. You can check your latest bill by logging into your Self Care account from 29th every month onwards.

2.	Where can I see my bill?
	You can always view your monthly bills online at p1.com.my. Log in to your Self Care account and click on Bill Payment. You’ll see a summary of your billing history on your account. Click on a specific invoice to see all the details.

3.	When will I be charged each month for the P1 4G service?
	Your billing period will end on the same day each month.

4.	Can I receive my monthly invoice via regular mail?
	Yes. You can get your bill posted to you. Packet One uses electronic billing in line with environmentally friendly practices. There is a RM 5 charge for paper bills.

5.	What are my payment options for P1 4G?
	You can make payment at any of these locations. You may be charged a nominal handling fee. Alternatively, you can choose to pay online in the comfort of your home or office using your Self Care account, as long as you have a credit card.

6.	How do I make a payment over the bank counters?
	You need to fill in the payment slip with clear, easily readable letters. Fill in the total amount (Net Total), account number (Reference), and bill number (Description) in the respective fields. Please click here for a list of banks and other locations offering over-the-counter facility. Please find a sample payment slip with the requisite details filled in below.

7.	What is my unbilled amount?
	Your unbilled amount is the amount of charges incurred since the last billing date until the next bill generation

8.	Why is my payment restricted when I pay using credit card via P1 Self Care account?
	The payment amount restriction is a form of protection for our customers against any dispute pertaining to credit card payment via P1 Self Care account.

9.	I would like to pay more to P1 as I will be away for travelling. Can I pay more using credit card via my P1 Self Care account?
	There is an amount restriction when paying using credit card via P1 Self Care account. If you wish to pay more than your current billed and unbilled amount using credit card, please call P1 Customer Care Line at 1300 03 1300 (8 am-11 pm daily) for phone-in payment.

Contract Upgrade

1.	Can I upgrade my service plan(s)?
	Yes. You have the option to upgrade your Service Plan. Please contact P1 CareLine to get more information. Terms and Conditions apply.

Service Termination

1.	If I am not happy with the service, can I terminate?
	Yes. You may terminate P1 4G service when you want to.

2.	Can I terminate my service before my contract period ends?
	Yes. You may terminate your service whenever you want to. However, if you have not completed your contract period, you will need to pay a penalty of RM 200.

3.	Do I need to give a notice period before I wish to terminate my service with P1?
	Yes, you will need to give P1 a written notice 30-days in advance prior to your service termination. This written notice must reach P1 30-days before the termination date requested by you.

Self Care Account

1.	What is the Self Care account?
	The Self Care account is a portal where you can conveniently access and view your personal account and account activities anytime, anywhere.

2.	Why do I need a Self Care account?
	With our easy Self Care account registration, you are able to: View your P1 4G bill online Pay your P1 4G bill online using a variety of methods by updating your payment channel Get free e-billing Change and update your personal information

3.	How do I register?
	Please follow the 3-steps online registration process here and you’ll be surfing in a matter of minutes.

What should I do if I forget my password?

You can create a new password using the following simple steps:
Step 1: Click the Forgot Password link on the Self Care login screen
Step 2: Enter your username
Step 3: Enter the characters in the Security Image
Step 4: Click “Submit”
Step 5: You will receive a temporary password instantly via SMS
Step 6: Enter the temporary password and you will be able to access your Self Care account
*Note: It is strongly recommended that you change your password once you have logged in.

I did not get the temporary password when I send my password retrieval request via email. Why?

It is our practice to deliver all user account related information via SMS for security reasons. Please ensure that your contact mobile number is up-to-date in your Self Care account. Alternatively, you can call our P1 CareLine at 03-8800 8888 (KL); 04-722 8888 (Penang); 05-811 8888 (Perak); 06-733 8888 (Melaka); 07-293 8888 (JB); 09-293 8888 (Kuantan); Hunting Line: 1300 03 1300 if the problem persists.

Usage – Internet Access

1.	Does P1 block P2P applications or traffic?
	P1 does not block any peer to peer (P2P) or file sharing applications.

2.	Does P1 implement a fair usage policy?
	In order to ensure the broadband experience for the majority of P1's customers is fast, reliable and of high quality, P1 implements a Fair Usage Policy to manage users who use the service excessively. However, P1 will not block or restrict the service completely for the users who use the service excessively, unless it is necessary.

Why is a fair usage policy required?

P1's W1MAX service is a shared broadband service, whereby the connection to the internet is shared between multiple users. The service is shared in order to allowP1 to offer affordable packages which will meet the requirements of the majority broadband users. The price of a dedicated service (not shared, usually referred to as a Leased Line service), is normally too expensive for the most Internet users who use the internet to surf lightly, read and send emails, occasionally upload and download files and stream videos.

However, a very small number of customers would use their broadband service excessively; resulting in decrease in speed, quality and reliability of the service offered to the rest of our customers.

It is estimated from the usage pattern from P1 and other broadband providers' data, that approximately 1% to 3% of broadband customers can use up to 30%-90% of the available broadband capacity. Excessive users frequently download and upload large number of videos, very large files and use "peer to peer" (P2P) and file sharing software throughout the day.

P1's Fair Usage Policy manages the broadband network from excessive users in order to maintain a fair, high quality and reliable level of service for the rest of our customers.

4.	How does P1's Fair Usage Policy affect me?
	P1's Fair Usage Policy applies to all our customers but it will only affect you if you are one of the very few users who make inappropriate or excessive use of P1's service. Majority of users who do not frequently upload or download very large number of videos, very large files and use peer to peer (P2P) and file sharing software will not be affected.

5.	Does P1 throttle P2P or Bittorrent traffic?.
	P1 manages peer-to-peer (P2P) traffic from applications like Bit Torrent and other file sharing software when service congestion occurs, in order to maintain a fair, high quality and reliable level of service for all users.

Does P1 impose a limit on its customers’ data usage?

The policy gives you data usage of up to five (5) Gigabyte (GB) (Home 59 package), fifteen (15) Gigabyte (GB) (Home 99 package) and thirty (30) Gigabyte (GB) (Home 139 package) of data usage per month (upload and download) for P1’s standard fixed broadband service. Our customers’ usage is monitored on a daily basis and the usage is calculated based on the total usage per month. Based on normal usage trends, most customers will not exceed this limit, unless large volumes of data are constantly uploaded and downloaded, or peer to peer and file sharing applications are used. This limit is set in addition to the Fair Usage Policy to ensure the best possible experience in terms of speed, quality and reliability for our customers. There are no limits on data usage for the Office STANDARD and Office PREMIUM packages.

How much is 30 GB (Home 139 Package)?

To reach 30 Gigabyte (GB) of data usage, a customer will need to achieve any of the following examples in a month:

Send/receive 6 million plain text emails (at 5Kb per email)
Surf more than 85,000 web pages (at average 350Kb per webpage)
Download/Upload/Send 9,750 songs (at 3MB per song)
Download/Upload/Send 7,500 high resolution photos (at 4MB per photo)
Watch 7,500 YouTube clips (at 2 minutes per video clip)
Watch 46 full-length movies (at 650MB per movie)

8.	What will happen if my usage exceeds the Fair Usage Policy on my billing cycle month?
	If your data usage per month exceeds the Fair Usage Policy, P1 reserves the right to manage and reduce the connection speed. All connection speeds will return as per original subscription packages at the beginning of your billing cycle month.

Technical Troubleshooting

Why are the lights blinking on my modem?

If you’ve just switched on your modem, give it a few moments for the connection to stabilise.

The lights should blink in this order:

Red LED: Bringing up the wireless link
Yellow LED: User authentication (your connection is being authenticated)
Green LED: DHCP Client negotiation (an IP address is being assigned to you)

If the Green LED does not stabilise after a few minutes, the service may not be available in that area. Try a different part of the house/apartment, preferably near a window.

2.	I didn’t have a problem connecting before this. What happened?
	If you’re on the outskirts of our coverage, you might want to try again later, as the signal might not be strong. You might get timeout issues whenever you’re not within our coverage.

	Should your lights continuously blink without stabilising, reset your modem to its default settings. You’ll need to call our P1 Customer CareLine to do this. When resetting the modem to its default settings is unsuccessful, please bring your modem (along with its box and accessories) to our Service Center for further troubleshooting. Click here for our Service Center locations.

3.	How do I check my connection speed?
	You can test your connection speed here.

4.	Why do I keep getting disconnected?
	Check your area coverage. If you’re located on the outskirt of our coverage area, you might experience frequent disconnections.

5.	Who do I call for help?
	Pick up the phone and give our P1 CareLine a call at 03-8800 8888 (KL); 04-722 8888 (Penang); 05-811 8888 (Perak); 06-733 8888 (Melaka); 07-293 8888 (JB); 09-293 8888 (Kuantan); Hunting Line: 1300 03 1300 (available daily from 8am-11pm).

6.	How to get your best connection?
	To get optimal signal reception, place your P1 4G Desktop Modem with the front facing the window or outdoors with minimal obstructions or on the highest floor of your house. If there are no windows in the room, simply place the Desktop Modem in front of a door.

Misc

1.	Can I test my P1 4G connection speed?
	Yes! You can test your current P1 4G connection speed here.

2.	Can I resell P1 4G services?
	No. Reselling P1 4G is strictly prohibited. Please read our Terms and Conditions.

Careline Number Changed

1.	Why has P1 changed its Careline numbers?
	By changing our P1 careline numbers, we will benefit our growing P1 Voice customer base as they will be able to call P1 Careline free of charge from their respective P1 numbers.

What is the difference between calling the local Careline number and Hunting Line number?

If you are a P1 Voice customer:
a. Calling the local general lines 03-8800 8888 (KL); 04-722 8888(Penang); 05-811 8888 (Perak); 06-733 8888(Melaka); 07-293 8888 (JB); 09-293 8888 (Kuantan) of your respective state is free of charge when calling from your P1 number
b. Calling the Hunting line (1300 03 1300), you may need to pay 8 cents for the first 2 minutes and subsequently 4 cents/minute

If you are a not a P1 Voice customer: call charges are based on your service providers’ call rates similar to before we changed our Careline numbers.

3.	What happen if I call the old careline number after 11 October 2011?
	We will have a voice recorded announcement to advise you to call our New Careline number at 1300 03 1300. The announcement will be posted for 3 months to advise callers who called our old number to call the new careline numbers.

4.	How will I know about the new number if I incidentally called the old number after 11 October 2011?
	Our announcement at our old Careline number will advise you to call the new careline number at 1300 03 1300.

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