FREQUENTLY ASKED QUESTIONS SUBSCRIPTION
1. How can I sign-up to Veve Broadband?
You can sign-up via our website www.veve.my where you will be directed to our Self Care Portal. Please follow the instruction by filling up all the details required during on-line registration and you will then be guided to our payment gateway where you can initiate payment online.
Call our customer service at 012-792 6990 or drop us an email at [email protected] and we will be happy to answer any enquiries you may have.
2. What are the charges when I sign-up to Veve Broadband?
The charges will be based on the type of service package you subscribed. The service subscription fee and other applicable charges are published for viewing at www.veve.my.
3. During the sign-up, are they any payments required?
For month-to-month service packages without contract, upon sign up, we will collect payment for the first 30 days subscription fee (plus SST). Upon activation, the services is available for a period of 30 days from the Activation date (Validity Period). It is recommended that you perform a top up on or before the 28th day in order to ensure no service interruption. In the event a Customer fails to top up on the 30th day, the Service will automatically be disconnected. All payments must be made via our Self Selection Portal. The Portal will guide you to our payment gateway where you can initiate payment online.
4. Do I pay for any equipment?
For month-to-month service packages without any contract, you will need to pay for the installation cost of which an equipment needed namely the SDD (Service Demarcation Device) will be provided to you. You will need to purchase a WIFI Router from us or any other supplier. Please view the list of products published on our website www.veve.my to see any promotions available on the equipment. Note : If you already have existing modem and router from previous provider, you may check with us via our customer service at 012-792 6990 or drop us an email at [email protected] whether the equipment can be re-used.
5. Do I pay for the installation?
For month-to-month service packages without any contract, you will need to pay for standard installation which involves cabling work not more than fifteen (15) metre from the Fiber Wall Socket to our proposed location for the equipment. The respective charges are published for viewing at www.veve.my. In cases whereby you require customization beyond the standard cabling work, then additional charges may apply. Please discuss your requirement with our installer and any costs incurred is payable to the installer.
6. Will the installation process involve drilling?
For new installation, there will be potential drilling to connect the service to your home. We will need your approval prior to installation. Our installer will brief you and obtain your approval before any work is done.
7. How long is the installation process?
The installation process will take approximately two (2) to four (4) hours depending on the situation. You will receive an email within seven (7) working days from date of completing registration which contains a link to an application called Appointy where you can choose your installation appointment preferred date and time all via online.
8. Should I need to reschedule my installation appointment, will there be any fee imposed?
For any rescheduling and cancellation, you must inform us no later than three (3) working days prior to the installation date. A rescheduling or cancellation fee of RM200 will be imposed if you re-schedule/cancel the appointment within 24 hours of your previously set appointment.
9. Will I be charge for any re-location?
For any re-locations within your own house, the charge will be RM80. For any re-locations within the same building, the charge will be RM100. For any re-locations to a different building, the charge will be RM120. Please check VeVe service coverage in our website www.veve.my
10. What equipment will I be provided?
You will be provided with our equipment called Service Demarcation Device (SDD) when you pay for the Installation Cost.
11. What is a Service Demarcation Device (SDD)?
It is a “home gateway box” that connects your network distributor and end terminals (such as WIFI Router, IPTV, Phones, PC) to the fiber network.
12. What if my equipment becomes faulty, damaged or lost?
You are responsible for the safekeeping of the equipment. Our equipment are covered by limited warranty during your contract period. If, while in your care, the equipment are damaged, lost or stolen, you will need to pay us the full cost to replace, repair, recover the equipment as well as any legal or collection costs. The costs will be charged to you in your monthly bill.
1. What will I see on my first bill?
Your first bill will consist of your 30 days subscription fee for the first month according to the type of service you subscribed. You will see a statement reflecting your usage from the date of activation until the 30th day.
2. How will I receive my bill?
We will send notification of bill for your service subscription on monthly basis to your email address furnished by you during registration or as updated by you from time to time. You will need to go to our Self Care Portal to view, download and print your bill when required.
3. What if I don’t receive my bill?
Please notify us at [email protected] if you are not able to view your bill in the Self Care Portal. You may have changed the email address which you have earlier provided during registration. It is your responsibility to periodically check the Portal for the latest bill.
4. When should I pay?
You should pay before the due date as stipulated in you bill. The due date for month-to-month service package without contract is on the 30th day from date of activation or last payment made. But it is recommended that you pay on or before the 28th day to allow for payment processing. If you fail to do so by the 30th day, your service will be disconnected.
5. Can I upgrade or downgrade my packages?
Yes, you can. If you are a month-to-month service package customer, you may change your packages at any time upon expiry of your current service package validity period. If you choose to upgrade or downgrade your service package before expiry of your current service package validity period, the balance payment paid for the previous packages will not be refunded or used to pay for the new package.
SELF CARE PORTAL
1. How do I register for the Self Care Portal?
Upon activation of your service subscription, you will receive an email obtaining your log-in credentials which are your email and temporary password. Please go to our Self Care Portal here to log in. Key-in your email and temporary password. Please proceed to change your password. You can now manage your account and make payments easily via the Portal.
2. How do I change my password?
Please log-in to the Self Care Portal using your log-in credentials. Select “My Profile” and then select “Change Password”. Then key in your temporary password and and your new password. Then click button “ Change Password“ to accept change in password.
3. What if I forgot my password?
Please go to our Self Care Portal log-in page and select “Forgot Password”. You will receive an email with your new log-in credentials.
4. What if I did not receive your email with log-in credentials?
You may have changed the email address which you have earlier provided during registration. Please inform us your new email address via [email protected].
1. You can make payment via the following methods :
Method 1 : Using our Self Care Portal
View and pay your bills easily via our Self Care Portal. Initiate payments from your debit or credit card account anytime via our Self Care Portal (refer to “Self Care Portal section for login details) We will add more method of payments for your convenience soon. Stay tune.