FAQ - General

Services Registration/Orders

Where can I register?

  • You can register for our services by calling our Customer Care Hotline: +6088-381111 or email to enquiry@i-skill.com.

What documents are required for service registration?

Individual

  • For Malaysian, a copy of your MyKad.
  • For Foreigner, a copy of your Passport.

Business

  • Private Limited (Sdn. Bhd.): Copies of Form 9, 13(if changed of company name), 24,44,49, Director’s Mykad or Passport.
  • Public Limited (Bhd.): Copies of Form 8, 23, Director’s Mykad or Passport.
  • Sole Proprietor/Partnership: Copies of Form D, A or B, Director’s Mykad or Passport.

 

What is the plan offer?

  • Kindly contact our Customer Care Hotline: +6088-381111 or email to enquiry@i-skill.com.

Who can sign up?

  • Individual and Business

What are the call rates for Voice calls?

  • Kindly contact our Customer Care Hotline: +6088-381111 or email to enquiry@i-skill.com.

Can I request upgrade from my existing package?

  • Yes.  You can request for upgrade to higher speed at any time.  But within the Minimum Subscription Period, the contract will be renewed to 12 months. 

When will I get my first bill after I subscribe to Netz.my package?

  • You will be billed in advance upon registration and amount stated in the bill has to be settled fourteen (14) days from the date of the invoice.

Who is eligible for the new rates on the recent reduction of broadband prices?

Can I upgrade from a higher pricing of lower bandwidth to a lower pricing of higher bandwidth during the contract period?

  • Yes.  It is not advisable.  In order for you to enjoy the new rate with higher bandwidth, you have to terminate the existing contract with us by signing a new agreement of Twenty-Four (24) months.  However, the early termination of the existing contract will incur a penalty of 100% of the remaining contract value.


Technical

Internet  & Devices

My Internet has been very slow. Why? (if applicable)

  • Possibility, you might have exceeded your bandwidth usage (fair usage policy).

Clear your browser's cache:

  • Internet Explorer: Tools > Click Browser History
  • Mozilla: Tools > Click Clear Recent History
  • Chrome : Go to chrome://history/  >  Clear browsing data …
  • Check whether your network coverage or WIFI coverage

I have problem to connect to the Internet. What should I do?

  • Please make sure your internet router power has been switched on and LOS LED is not blinking in red.
  • Check if the Router PON LED is on.
  • Try to connect Wi-Fi with other devices to make sure it is not a device issue.
  • Try to connect Router using network cable to make sure it is not a Wi-Fi issue.
  • Try to restart the Router to make sure it is not caused by Router.

My Internet line is barred. What should I do?

  • If your Internet line is barred due to any outstanding payment, kindly settle your outstanding bill to avoid service interruption.

How can I know if there is any service interruption?

  • Check service interruption by calling our Support Team +6088 381111 (During Office Hours)

How do I check the service availability in my area?

What if we can't get the speed that we apply for?

  • The speed that we offered to our subscribers are “upto” with unlimited “quota”.  You may not get the full bandwidth if by using WiFi or being shared among other users in the unit.  If Subscribers need a 1:1 service and exclusive access to their bandwidth should go for Dedicated Internet Leased Line.  The cost will be higher for this category.

How do I report problems with Internet?

For Support matters, please create a Ticket via our Netz.my’s portal by following the steps below :

a) On the menu tap, please click “support”
b) On the drop-down menu, please click “Ticket”
c) On the left-hand side of side panel, please click “Open Ticket”
d) Please create a Ticket by clicking the Net.my - Support.

Voice
What to do if you can't hear or be heard when making (or receiving) a call?

  • If the problem doesn’t happen due to damaged phones, please turn off your router from power for Five (5) minutes and turn on the power again until it completely starts up.  Should the problem persist, please contact our support at 088-381111 or email to support@i-skill.com


Account Management

My Client/Account Portal

How do I sign up for My Client Portal?

  • For registration, please visit https://netz.my/clients/register.php. Just fill up your personal details to complete your registration.

I can’t login to My Client Portal, what are the possible reasons?

  • You have entered an incorrect Password or Login ID.
  • Your account is not in active status or the account has been terminated.

What is My Account Portal and what does it do?

  • My Account Portal helps you to manage and keep track of your Broadband account. You can view/pay bills, payment history and more. You can access the My Account Portal by visiting https://netz.my/clients anywhere, anytime under various type of internet connection.

What can I do with My Account Portal?

  • Save time and pay your Internet bills online.  At My Account Portal, you can manage your profile by updating your email, billing address, also view your bills, payment history, and more.

 I have forgotten my password, what should I do?

  • To reset your password, click on "Forgot Password" on the Login Page.

Where can I get help on My Client Portal issues?

  • You can send us the support ticket via https://netz.my/clients/submitticket.php

Can I access My Client Portal through smartphone?

  • Yes, you can visit http://netz.my/clients.

What is my PC/Laptop specification need to use My Client Portal?

  • ​At this moment, our Portal supports Internet Explorer 9 and above, Mozilla Firefox, Google Chrome and Apple Safari. If you use other browser, you won't experience the full functionality of Client Portal.

 

Billing & Payment

View & Pay Bill Online

How to view and pay bill online?

  • Go to https://netz.my/clients, click on the ‘Login’ button on the top right hand corner. If you’ve yet to register, click on ‘Click here to sign up’ at the bottom of the pop-up screen. Once logged in, you’ll automatically be routed to Netz.my Online Client Area dashboard which you can view your Unpaid Invoice, Support Ticket, Products/Services and read the recent news. 

 

How do I view past bills/invoices online?

  • Once you’re on Online Client Portal, click on the ‘Billing’ menu, next select ‘My Invoices’ then you’ll see all your current and past invoices. 

How do I view the details on my bills/invoices online?

  • Under the ‘My Invoice’ section, click on the items/invoices that you’d like to view; the details of the bills/invoices will be displayed.

 How do I save/download or print my bills online?

  • Go to ‘My Invoice’ Section, click on the items/invoices that you’d like to view. Under the bottom of the invoice, click on ‘Download’ or ‘Print’ button.

How do I know my bills/invoices or renewal invoice are due soon?

  • Our billing system will automatically sent you the invoice 14 days before due via email and another email reminder 3 days before the due date.

How do I change my billing address?

  • Log on to https://netz.my/clients/clientarea.php (If you have not signed up, please visit https://netz.my/clients/register.php )
  • Under the ‘Your Info’ section click on the ‘Update’ button.
  • Update your Billing Address
  • Click ‘Save Changes’ button

I did not receive my Netz.my monthly bills.  What should I do?

  • To enhance customer reachability, we will be sending monthly bills to your preferred email address.

 

To ensure that you receive your monthly bills, please verify your preferred email address for billing purpose under MyProfile at Client Portal is correct.  Your monthly bills may have been sent to your junk mail folder, so we would like to advise that the email address noreply@i-skill.com is added to your Address Book.

 

My previous payment was not updated, what should I do?

  • You may contact our Customer Care Hoteline: +6088 381111 or email to us at creditcontrol@i-skill.com and provide us with below details:

1. Customer name

2. Payment date

2. Amount paid

3. Payment method (if pay by cheque, kindly provide cheque number detail)

4. Invoice number paid

5. Copy of bank-in slip for verification purpose

   

I have paid my bill but I still can’t use the Internet. Why?

  • Possible causes:
  1. Insufficient payment.
  2. Your payment has not been updated yet.
  1. Your subscription has not been approved yet

What is Processing Fee?
  • The Processing Fee is non-refundable.  It is a charge related to the ongoing administrative, maintenance and developmental costs of our online systems. This fee is collected during the recurring payment via our online system.

 

MODE OF PAYMENT

What is the payment method that available?

  • JomPAY –  Biller Code Name: i-Skill Dynamics Sdn Bhd & Biller Code no.3657
  • iPay88 (Credit Card, Maybank2u, RHB, HLB, Ambank, BSN, AffinBank, CIMB, FPX & PayPal).
  • Payment by Cheque or Cash.
  • Bank Transfer. 

 

PAYMENT BY CHEQUE

  • Please write your cheque payable to "i-Skill Dynamics Sdn Bhd" and bank in to our HSBC account.
  • Please email us your payment receipt at creditcontrol@i-skill.com  or fax to +6088 386666.

 

BANKING INFORMATION

Bank Name :    HSBC Bank Malaysia Berhad
Bank Address : 56, Jalan Gaya, 88000 Kota Kinabalu, Sabah, Malaysia.
Bank SWIFT :  HBMBMYKL
Account Name : i-Skill Dynamics Sdn Bhd
Account No. :    392-284469-101

 

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