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Frequently Asked Questions (FAQ)
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Business FAQ
General
YES DIA (Dedicated Internet Access)
  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 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.
  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 24x7 Support Desk at +6018-3330033 to resolve your issue.
YES Broadband
  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?
    Below is the bill cycle for the subscribed service:
    1. 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.
YES DLL (Dedicated Leased Line)
  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 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 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 24x7 Support Desk at +6018-3330033 to resolve your issue.
YES 4G-VPN
  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 24x7 Support Desk at +6018-3330033 to resolve your issue.
YES SIPconnect
  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?
    Below is the billing cycle for the subscribed service:
    1. 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 24x7 Support Desk at +6018-3330033 to resolve your issue.
YES Cloud PBX
  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 the service?
    Below is the billing cycle for the subscribed service:
    1. 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.
YES Converged Service
  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 the service?
    Below is the billing cycle for the subscribed service:
    1. 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.
YES Cloud PBX
General
  1. What is VoIP?
    VoIP stands for Voice over Internet Protocol and refers to the transmission of voice traffic over Internet-based networks instead of the traditional Public Switched Telephone Network (PSTN). The Internet Protocol (IP) was originally designed for data networking and following its success, the protocol has been adapted to voice networking by packetising the information and transmitting it as IP data packets.
  2. What is an IP phone?
    IP phones refer to VoIP Phones or SIP Phones or Soft Phones. These are telephones that use VoIP technologies for making calls over an IP Network or the traditional PSTN networks.
  3. What are the differences between IP-PBX and Cloud PBX?
    IP-PBX or public branch exchange is a business phone system that acts as a central switching system for phone calls within a business. Normally, this machine has to be stored on site, which translates to additional cost since they need special storage facilities, maintenance, etc.
    Cloud PBX is a kind of virtual PBX where routing services are all performed by your VoIP provider rather than managed by the PBX system in your office. Thus, you have access to all PBX capabilities without the need for complicated and expensive equipment.
  4. What is unique about Cloud PBX?
    • Cheaper and easier to implement
    • No maintenance costs on equipment
    • Lower call rates
    • Ease of future expansion as your business grows
    • Flexibility and scalability
    • Remote operators support
Charges
  1. What is unique about Cloud PBX?
    The charges are based on a monthly service fee, the number of DID and call usage. A FREE one time installation is included, but a security deposit is required. Customers will have to pay the monthly subscription fee along with telephony usage charges. Customers do not need to purchase Value Added Services as all the services provided by YES Cloud PBX is FREE.
    For call rates, please click here.
Accessibility
  1. How long will I have to wait for my YES Cloud PBX services to be activated?
    The service estimated to be activated within 7 working days upon received complete documents.
  2. What are the YES Cloud PBX coverage areas?
    You can use the YES Cloud PBX service as long as you have a decent Internet connection.
  3. Can we obtain more DID number if my business expands?
    Yes, you may obtain unlimited DID numbers.
Required Devices
  1. What do I need to enjoy this service?
    You must have an IP phone that is compatible with our system.
  2. Do I need to purchase additional equipment?
    Yes. You need to purchase and install, at your own cost, an IP phone that is compatible with our system.
  3. What brands of IP phones are supported?
    In general, YES Cloud PBX service should be able to work with only IP phone brands that have been tested by us or are compatible with our system. For other brands on the market, you are advice to attend to a Proof of Concept to ensure compatibility.
  4. How do I install/configure IP phone?
    Contact your Account Manager for assistance on requirement, processes and procedures.
Subscription
  1. Is there a minimum subscription period?
    No.
  2. What happens if I do not pay my monthly access fee?
    Your service will be suspended or may even be terminated. Please ensure that you settle any overdue payments.
  3. When can I start making or receiving calls?
    You can start making or receiving calls once all the necessary configurations have been made to your IP phone.
  4. Can I change my phone number?
    Yes, you can. However, numbers are subject to availability. Please contact your Account Manager for more information.
  5. Can I take my telephone number with me if I relocate?
    Yes. You can keep the same number when you relocate. Please contact your Account Manager for assistance.
  6. Can I maintain my existing range of DID numbers if I intend to upgrade my package?
    Yes. You can do so with no additional cost.
Service Cancellation
  1. If I am not happy with the service, can I cancel /terminate the service?
    Yes, you may cancel/terminate the service at any time by giving us prior written notice of at least thirty (30) days. However, we would appreciate it if you let us know how we can improve our service to serve you better.
  2. How do I proceed if I wish to cancel my service?
    Please contact your Account Manager for assistance. Note however that the settlement of all outstanding payments is a pre-requisite for any service cancellation request.
SoHo
Activation / Startup
  1. How do I install the Zoom XL?
    Simply plug the Zoom XL into a power socket and it is ready to be used.
  2. How do I set up the Zoom XL?
    The Zoom XL delivered to you is pre-configured to your account and no activation is required.
  3. Where do I find my Wi-Fi network name?
    By default the Zoom XL uses a standard SSID naming convention, “Yes SoHo” followed by the last 6 digits of the MAC ID as indicated on the product label located underneath the Zoom XL.
  4. Where do I find my Wi-Fi and Master ID password?
    Both passwords can be found in the welcome email which was sent to the registered email address upon activation of the plan.
Zoom XL
  1. How can I start making or receiving calls?
    Simply connect a normal analogue phone to the Zoom XL.
  2. Can the Zoom XL be used as a fax machine?
    The Zoom XL supports fax functions and is compatible with most machines.
  3. How many devices can be connected to the Zoom XL at one time?
    The Zoom XL can connect up to 20 devices at a time.
  4. How do I keep unauthorised devices from connecting to my Zoom XL Wi-Fi network?
    You can use the Wi-Fi network security protocol on the Zoom XL to protect your network from unauthorised devices. The Zoom XL supports WEP, WPA and WPA2.
  5. Is a warranty provided for the Zoom XL?
    Yes, the warranty period for the Zoom XL is 12 months.
Subscription
  1. Is there a minimum subscription period?
    Yes, the minimum subscription period is 24 months.
  2. Can I sign-up under my individual account?
    No, Yes SoHo is a business plan available to corporate accounts only.
Payment
  1. How do I make manual payment via cheque/online fund transfer?
    1. Log on to My Account with your Yes ID and Password.
    2. Click on Statement of Account and download your latest bill statement.
    3. Make payment via cheque or online fund transfer to the following account. Make sure to provide your company name (same as on your bill statement).
    4. Once you've banked-in the cheque OR online fund transfer, please email proof of payment to ytlc-finance@ytlcomms.my with the following info:
      a. Account Number (eg. 08943211)
      b. Yes ID (eg. m0xxxx@yes.my)
      c. Yes Phone Number (eg. 018-xxx xxxx)
      d. Amount (eg. RM 268)

      * Any payment made to your account will only be updated during working hours (Monday - Friday: 9am ~ 6pm).
      * Tax invoice for device is separate, and will be sent by post to you on the first month.
      If you require help, please contact our Premier Support at 018 333 0033 or email us at premiersupport@yes.my
  2. How do I make payment via My Account(Credit Card & Maybank2u)?
    1. Log on to My Account with your Yes ID and Password.
    2. Verify the payment amount and choose your payment type from the dropdown menu.
      a) Credit card
          i) Select credit card as your payment type and key-in your Credit Card details.
          ii) Make sure you've ticked the required checkbox and confirm your payment.

      b) Maybank2u
          i) Tick on "I verify that I have read and agreed to the T&C" and confirm your payment.

          ii) Please verify the details you have entered on the next page. Click the "Submit" button to confirm and make the purchase.

          iii) You will be prompted to login to your Maybank2u account to complete the transaction.


      3. You will receive a confirmation email upon successful payment. Alternatively, you can also check your payment status via your account’s Payment/Purchase History.

      * Kindly note that your payment record would only be displayed after the 15 minutes window. You may re-submit your payment request if your payment is not reflected in your My Account.