1. Here are the important things to note before you proceed with your service relocation request:
Your service account that you wish to relocate must be in ACTIVE status.
If you have a current and outstanding amount in your bill, we advise you to make the payment first so we can proceed to process your relocation request.
Current fibre service must be more than 6 months period. If it is less than 6 months, a contract penalty will be imposed.
Please ensure that only the registered owner of the Fibre account submits the request.
2. Where can I make a service relocation request?
You may initiate the relocation request through the following methods:
Submit a relocation request form.
Walk into at any Celcom bluecube or Digi Store nationwide.
3. What happens after I submit a relocation request?
There are two possible outcomes:
Your new area/house is within coverage:
We will check port availability for your new location.
Expect a WhatsApp message from our CelcomDigi Fibre team at 011-16003088 or a call from 016-2998777 within 24 hours. Please respond promptly.
Save these numbers to recognize our communications.
A RM200 fee will be charged for the relocation service.
A new 24-month contract will start after the relocation, reflected in your next bill.
Your new area/house is not within coverage:
If your new address is outside our coverage area or no port is available, we will add you to our demand list and request a port at your new address. This may take some time.
We will contact you via WhatsApp once the port is available to confirm your interest and schedule installation.
Continue paying your existing bill while waiting for port availability.
If the process takes too long, you can opt for our 5G Home WiFi plans with unlimited 5G data.
For more details, refer to the Terms & Conditions.
4. What happens if I am not interested in using 5G Home WiFi service for my new house?
If you choose not to continue with the offer & you decide to terminate the CelcomDigi Fibre service, you will need to walk into any Celcom bluecube or Digi Store. Please note that an early termination penalty will be imposed if you are still within the contract.
5. How long does a relocation process take?
If your area is already within the service coverage, the relocation process will take around 7-14 business days based on installation slot availability.
6. Are there any charges for relocation?
There will be an RM200 charge for relocation but if your house requires non-standard installation or additional cabling, separate charges will be imposed by our contractors.
7. What would happen to my current service when I relocate to my new address?
Your service at the old address will still be active and will only end once the service relocation is completed to the new address.
8. Do I need to bring my existing equipment or prepare any additional equipment to the new address?
Yes, please bring all your existing equipment to the new address. Our technician will handle the rest. No additional equipment is needed from your side.
9. Can I request a new modem/router device for the new address?
No, however, we will ensure the most suitable modem/router is set up at your new relocation address. Please make sure to bring along your current equipment to the new address.
10. If I apply for a relocation, will my contract be renewed?
Yes. Your service contract will be renewed for 24 months once you have successfully installed it at the new address.
