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Postpaid FAQ
General
1. Who is eligible to sign-up for Super Postpaid Plans?
All individuals aged 18 years and above are eligible to sign-up for Super Postpaid Plans.
| 2. | I am a non-Malaysian. Can I sign-up for a Super Postpaid Plan? |
Yes, you can. However, you are required to make a deposit of RM 100, refundable upon termination of service in addition to the other required advance payments and/or deposits.
3. Where can I sign-up for a Super Postpaid plan?
You can sign-up for a Super Postpaid plan at all Yes Stores/Kiosks and authorised Yes retail partner outlets. Check out the locations of our Stores and participating outlets here.
4. I am currently subscribed to another mobile operator. Will I be able to retain my mobile number when I sign-up for a Super Postpaid Plan?
Not at the moment. This service will be made available soon at Yes
1. What Super Postpaid plans can I sign-up to?
You can sign-up to any of these three (3) plans:
- Super 48
- Super 68
- Super 98
2. Can I sign-up to more than one (1) Super Postpaid plan?
Yes you can, as long as you are not blacklisted by the other mobile operators for any outstanding amount owed.
3. What do I need to pay when I sign-up for a Super Postpaid plan?
Upon signing up, you will need to make these payments:
| a. | Activation Fee - a non-refundable one-off charge. |
| b. | Plan Advance Payment - a proportion of your monthly commitment fee which will be used to off-set your initial bill or subsequent bills. |
| c. | Device Upfront Payment - applicable only if you have subscribed to a contract to enjoy free/discount on device benefits. Your advance payment will be returned to you in the form of monthly bill rebates, over a period specified in your contract. |
4. Can I sign-up for a Super Postpaid plan without a contract?
Yes, you can. However, you will need to have a Yes device to access the Yes 4G network. Click here to find out more about Yes devices.
5. What will I receive if I sign-up for a Super Postpaid plan on contract?
You will enjoy the benefit of a FREE or discounted Yes device, depending on the contract period chosen.
Click here to find out more.
6. How do I select the right Super Postpaid plan that's right for me?
We have three (3) different plans to cater to your usage needs. Click here to identify your usage needs and choose the service plan which fits you best.
7. Can I sign-up for a Super Postpaid Supplementary plan?
Supplementary plans are unavailable at this moment.
8. I am currently an existing customer with a Yes 4G Prepaid plan. Can I convert to a Super Postpaid plan?
Yes, you can and you will also be able to maintain your Yes ID & Yes 018 number from your existing Prepaid plan.
Your Yes Credit will be transferred to your new Postpaid account but any unutilised data, voice and SMS in your old Prepaid account will be forfeited.
This conversion service is only available at Yes Stores/Kiosks.
9. Can I upgrade my Super Postpaid plan to a higher service plan (not in contract or in a contract)? What do I need to do?
Yes. Click here for more info.
10. Can I downgrade my Super Postpaid plan to a lower service plan (not in contract or in a contract)? What do I need to do?
Not at the moment. This service will be made available soon at Yes.
Credit Limit
1. Is there a credit limit on my Super Postpaid plan?
Yes, there is. Each service plan is bound by a credit limit based on the total amount that you are allowed to have outstanding before you are barred from making voice calls and text messages via SMS.
2. Can I request to increase my credit limit?
Yes, you may place a deposit to increase your credit limit (deposit amount = increase in credit limit). You may request for an upgrade in your credit limit via your My Account, walk into any Yes Store/Kiosk or call in to YesCare at 018-333 0000.
3. Are there any eligibility criteria to request for a credit limit upgrade?
Your Yes account must be active and does not have any outstanding bill amount at the point of credit limit upgrade.
4. Can I reduce/withdraw the deposit amount that I had placed to upgrade my credit limit?
No, this feature is not available currently. You may only withdraw your deposit amount upon account termination.
5. What is the minimum and maximum amount that can be deposited to increase my credit limit?
RM 50 is the minimum and RM 5,000 is the maximum deposit amount acceptable to increase your credit limit.
1. What is a Yes device and why do I need it?
A Yes device enables you to connect to the Yes 4G network. The devices currently available are the Yes Eclipse, Huddle XS 4G Mobile Hotspot, Go 4G Dongle, Huddle 4G Mobile Hotspot, Zoom 4G Gateway and Buzz 4G Cloud Phone. Find out more here.
2. What is the difference between the Huddle and the Zoom?
The Huddle is a portable 4G Wi-Fi device that can support connections of up to four (4) Wi-Fi devices and 1 wired connection whereas the Zoom is a desktop device which can support up to 10 users. Find out more here.
3. Can I buy a Yes device without signing up for a Super Postpaid plan? Where can I buy it?
Yes, you can. Yes devices are available for purchase at all Yes Stores/Kiosks, Yes Online and authorised Yes retail partner outlets. Check out the locations of our Stores and participating outlets here.
4. What are the benefits of getting a Yes device by signing up with a Super Postpaid plan?
You will be able to get a FREE or discounted Yes device. The type of device you are eligible to get depends on the contract you've signed up for. Click here to find out more
5. Is there a warranty for the Yes devices?
Yes, there is. The warranty period for the Go 4G Dongle, Huddle 4G Mobile Hotspot, Zoom 4G Gateway and Buzz 4G Cloud Phone is 12 months respectively.
6. My Yes device is faulty. What can I do?
Simply bring the faulty device to a Yes Store/Kiosk or selected participating Yes retail outlets for troubleshooting, repair or swap.
Charges apply in the event your device is out of warranty or if the fault is not covered under warranty terms.
1. Is there a Monthly Data Quota for the Super Postpaid plan?
Yes, there is. The Monthly Data Quota allocation is based on the Super Postpaid plan you've subscribed to. This quota will be refreshed on every billing cycle.
2. What will happen if I exceed my Monthly Data Quota before the next billing cycle? Will I be charged for additional usage?
You will still be able to enjoy unlimited data usage without any charges. However, your speed will be reduced.
3. Will my unused Monthly Data Quota be carried forward to the next billing cycle?
No, it will not.
4. How do I make domestic voice calls & text messages via SMS on Yes 4G?
Download the Yes Life application here to start making voice calls & text messages via SMS on the Yes 4G network.
5. What are the rates for domestic voice calls and SMS?
All domestic voice calls and SMS are charged at 9 sen/min and 9 sen/SMS respectively.
6. How do I make IDD calls and/or text messages via SMS?
In order to make domestic voice calls & text messages via SMS, you need to have the Yes Life application. Open the Yes Life application and dial/enter <00><Country Code><Area/Mobile Code><Telephone Number>.
7. What are the charging rates for IDD call and SMS?
Click here to view the rates for International calls & SMS (IDD).
8. What is the charging block for domestic and IDD voice calls via Yes Life?
The charging block for domestic and IDD calls is set at 30 seconds/block.
9. Can I use my Super Postpaid plan to tether (i.e. using my smartphone as a modem)?
Yes, the usage will be drawn from your Monthly Data Quota and there will be no additional charge(s).
10. I am in another country (out of Malaysia). How do I use 'Roaming' via Yes Life to make calls or SMSes?
The concept of 'Roaming' is not applicable when you make calls and/or text messages via SMS with Yes Life. When you are abroad, all you need is Internet connectivity to use Yes Life and you will be charged at local rates of 9 sen/min/SMS when you call-back to Malaysia. If you make calls or text messages via SMS to other countries, you will be charged IDD rates as published here.
1. I want to terminate my Super Postpaid Plan. What must I do?
You will need to walk-in to a Yes Store/Kiosk or call Customer Care at 018-3330000 to request for termination and fill up the necessary forms.
2. Will I incur a penalty if I terminate my plan before my contract duration ends?
Yes, you will incur a contract early termination fee which is the total amount of your Monthly Commitment Fee for the remaining months of your unfulfilled contract period.
For example, if you on the Postpaid Super 48 plan with a contract of 12 months and wish to terminate your account in Month 4, your early termination fee will be RM384.00. That is RM48.00 X 8 months (unfulfilled within your contract period) = RM 384.00
3. Will the Plan Advance Payment and Device Upfront Payment be returned to me?
No, it will not be returned to you. If you terminate your plan before your contract duration ends, your Plan Advance Payment and Device Upfront Payment will be forfeited.
4. Will the Device Deposit and/or Foreigner Deposit be returned to me?
The Device Deposit and/or Foreigner Deposit (if applicable) will be used to off-set any outstanding amount owed. The remaining balance will be returned to you via cheque within 40 days.
5. Can I transfer ownership of my account to another person i.e. change of name, details and/or contract owner?
No, you are not allowed to transfer ownership of your account to another person.
1. What is Bill Date?
You will be automatically assigned a Bill Date upon account activation. This date is when your monthly data quota is refreshed and bill statement generated.
2. When do I need to pay my bill?
You will need to pay your bill by the 30th day from the Bill Date (i.e. when your bill is generated). For example, if your Bill Date is 7 March 2012, you will need to settle your bill by 6 April 2012.
3. Will I be notified when my bill is ready?
Yes, you will.
You will receive an Email notification (if you did not de-activate E-Bill notification upon registration) and a text message via SMS to your preferred email address and mobile number respectively.
If you did not register your preferred email address and mobile number upon registration, bill notification will be automatically sent to your Yes Mail and Yes 018 Number.
4. How do I retrieve my bill statement?
You will be notified when your e-bill is ready to be viewed in My Account at www.yes.my/myselfcare.
5. This is a Postpaid plan, why do I have to pay my monthly fee in advance?
You're actually paying for your usage within the current Bill Cycle. Only your Monthly Fee applies whereas all Voice, SMS and VAS purchases will be reflected in your next bill. Postpaid gives you the flexibility of having a bill without the inconvenience of making reloads each time you run out of credit on your Prepaid plan.
6. What do I have to pay in my first bill?
Your First Bill will reflect the following charges:
Pro-rated charges for Month 1 Bill Cycle + Current Month (Month 2) Bill Cycle
Pro-rated charges for Month 1 Bill Cycle + Current Month (Month 2) Bill Cycle
7. If this is no different from a Prepaid plan, why should I subscribe to a Postpaid plan?
When you sign up for a Postpaid plan, you'll be able to enjoy Unlimited data usage as well as Free device(s) should you also sign up for a contract. On top of that, you'll enjoy the convenience of a monthly bill without the need to make prepaid reloads each time you run out of credit.
8. I have just paid my bill, why am I still experiencing reduced speeds?
Your monthly Data Quota is set according to the Super Postpaid Plan you're on.
Once you've used up your monthly Data Quota, your speed will be reduced for the remainder of your current billing cycle.
During this time, you will still be able to use your data at no addition charge. At the start of your new billing cycle, your quota will be refreshed and you can continue using your data at full 4G speeds again.
During this time, you will still be able to use your data at no addition charge. At the start of your new billing cycle, your quota will be refreshed and you can continue using your data at full 4G speeds again.
9. If I pay my bills early, will I be able to use my data at full speeds?
No, you will not. To get full speeds after you have used up your monthly Data Quota, please purchase SuperBooster™
via My Account at www.yes.my
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