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SWITCHING TO OHANA

  • What will happen when I sign up to switch to Ohana?

    You will be contacted by our operations team who will facilitate a smooth transition till you go live with Ohana.

  • Will there be any interruption or change to my service?

    They will be no loss of service and this will be a seamless transition.

  • When will I receive my 1st bill?

    You will receive your first bill within the first week of the following month after installation.

  • Which Ohana Business Broadband option is right for me?

    This depends on your business requirement as we have different packages to cater for all business needs.

JOINING OHANA

  • How can I subscribe to Ohana Business Fibre Broadband?

    You can subscribe for Ohana’s business fibre broadband by calling customer service (1300 880 880) or by filling up your details on the website.

  • How do I know if my application is accepted?

    Our verification team will give a call to you to verify the details you have filled up on the contract form and they will then let you know if your application has been accepted.

  • What is the purpose of our verification team?

    They will check we have the correct details and the customer understands the terms and conditions of their agreement with us. The verification team is there to assist, within reason, in any way they can.

  • How long is the contract period?

    Between 24-36 months.

  • Do I have to pay any upfront fee if I want to subscribe for the Ohana Internet package?

    No upfront fee is required, however your first bill will contain the present month’s charges plus the prorated from installation date. Therefore, the first bill may appear slightly higher than usual but this is only for the first month.

PRE-INSTALLATION

  • Should I need to reschedule my installation appointment, will there be any penalty imposed?

    Installation appointments can be rescheduled if notice is given 5 days or more before the actual date of installation. If Ohana is notified less than 5 days before installation a rescheduling charge of RM200 will be imposed.

  • How do I check if I have fibre coverage?

    You can check your coverage by using our coverage checker on the website or by calling through to customer service.

  • How long does it take for OHANA to activate my service?

    The average time for activation of service is 7-14 working days (Subject to coverage availability) but customers must be informed and accept that the lead time is 2-3 weeks, this can be moved later but cannot be brought forward.

INSTALLATION

  • What is the cost of the installation?

    The cost for standard installation is free. For non-standard installation the cost will be based on the length of the wiring, ducting and drilling that may be involved.

  • What does the standard installation cover?

    The standard installation process involves wiring work, ducting and equipment configuration. (15 meters for Fibre wiring)

  • What is non-standard installation?

    For any Non-Standard installation (any Fibre cabling over 15 meters with any work over ceilings, wall hacking, any blockage to standard wiring paths and any form of cabling work related to copper wiring) will be considered as non-standard installation. Any such charges will be advised on the day of installation by infrastructure contractor

  • Will there be any drilling involved?

    They might be a possibility of drilling during a non-standard installation.

  • How long is the installation process?

    Actual installation and testing is expected to take approximately 1-3 hours.

  • Do I need to purchase any additional equipment? Is there a deposit required?

    No deposit is required for any of the equipment given, but you may need to purchase additional hardware (e.g VOIP Phone, ATA Adapter)

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OHANA INVOICE

  • When will I receive my 1st bill?

    You will receive your first bill within the first week of the following month after installation.

  • How often does Ohana send invoices?

    All customers are invoiced on a monthly basis.

  • Why is my charge on the 1 st invoice more than what I subscribed for?

    Ohana has a pre-billing policy. This means that the customer’s first bill will contain the present month’s charges plus the prorated from installation date. Therefore, the first bill may appear slightly higher than usual but this is only for the first month.

  • Is the invoice itemized?

    Yes, you will receive an itemized invoice from Ohana will all your current charges.

PAYMENT TO OHANA

  • How can I pay for my invoices?

    Below are the accepted payment methods for the subscribed service. We will keep you updated if they is new payment options in the future.

    • ATM - Cash deposit machine
    • Cheque
    • Online Payment using Inter banking
    • MOL Pay
    • Direct Debit
  • Where can I make a Giro payment?

    You can fill in the form at the bottom of your itemized bill and mail it back to our address (OMESTI 3.02C (East Wing), Level 3, Menara BRDB Bangsar, 285 Jalan Maarof, Bukit Bandaraya 59000, Kuala Lumpur) or you can download the form and email it to us with the complete details.

  • If I make a payment, how long will it take for the payment to reach Ohana?

    There is a regular waiting time of 3 working days for all payments to be processed.

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MOVING PREMISES

  • What do I do if I’m moving premises?

    You can contact our customer service hotline at 1300 880 880 or service@ohana.com.my and our customer service team will ensure your service is relocated to your new premises with no down time.

  • What are my options if I cannot retain my number?

    Our packages come with VoIP service. Please ask our sales team to find out more about our VOIP number list.

Faults

  • Who should I contact if there is a fault on my broadband line?

    You can contact our customer service hotline at 1300 880 880 or email us at service@ohana.com.my and our customer service team will ensure your service is restored.

  • Who will repair the fault?

    Our customer service team will try to resolve the issue over the phone. Should that fail, one of our engineers will visit your premises to ensure your service is restored.

  • How long will it take to repair a fault?

    This depends on the nature of the fault. Where some issues may be resolved almost immediately other issues may take a bit longer.

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Customer Support

Mon to Fri 8.30am to 8.30pm

Sat & Sun 8.30am to 1.00pm

Closed on Public Holiday

1300 880 880

Email Us

24 / 7 / 365

service@ohana.com.my




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