Frequently Asked Questions

Last Updated: 13 February 2019


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Lindung 2.0 Sim Types

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General

    Digi Telecommunications
    1. You may contact your referral or reach our Business Partner here.
    2. You may Purchase TONE WOW SIM card for registration and activation.
    You may purchase from our Business Partner or visit TONE WOW HQ.
    OR email to orders@tonewow.net. with the following details for online purchase:

    Name:
    Member ID (if applicable):
    NRIC/Passport:
    Program: (Tone Wow Excel / Tone Wow Plus )
    Sim Type & Quantity: (Lite / Push / Biz)
    Type of collection: Self collect or Courier

    TONE WOW HQ:
    B-G-1, Jalan 3/149E, Taman Sri Endah,Bangunan Endah Promenade, Bandar Baru Sri Petaling, 57000 Sri Petaling, Kuala Lumpur
    • Lite Pack - RM 12.50
    • PUSH Pack - RM 27.50
    • Biz Pack - RM 100.50
    • (NEW!) Flexi Lite, Push & Biz - For registration with New Number or maintain your existing number (MNP)
    • Lite, PUSH & Biz Pack – For registration with New Number & HIWOW
    • Lite, Push and Biz MNP Pack – For Registration and to maintain your current number (MNP)
    • (NEW!) MNP/SIM Replacement - For lost SIM & MNP/Port-In submission
    • Sim Replacement Pack – For Lost/Stolen SIM
    • MNP Sim Pack – used for MNP/Port-In submission for existing member to retain the mobile number
    Validity as per top up denomination.
    i.e.: When you top up RM50 will get 50 days validity. After validity ends, you will have 30 days for 'Barred' status and 15 days for 'Suspended' status.

    Barred for 30 days
    • Able to receive incoming call but unable to make outgoing call and access internet
    • You may top up to re-active your mobile number to avoid your mobile number to fall into 'Expired' status.

    Suspended for 15 days
    • Unable to receive and make call and access internet
    • You may top up to re-active your mobile number to avoid your mobile number fall into 'Expired' status.

    Active > Barred > Suspended > Expired
    Business Partner's List

    If there is no Business Partner nearby, you may contact any of the Business Partner listed to assist.
    No

Registration

    • If you are a new user, you may purchase TONE WOW SIMs and register with the nearest Business Partner.
    • If there is no Business Partner nearby, you may contact any of the Business Partner listed to assist.
    • If you are an existing member, you can register using myWOW App / TWMMS.
    SIM card will be terminated after 30 days from registration date.
    According to MCMC guidelines, you are allowed to register up to five accounts (inclusive of Digi account).
    You may login to My WOW App / TWMMS to update and make changes to your details.
    Yes.
    No. You are not allowed.
    Yes, if the account owner has passed away.
    You may send in your request via email to support@tonewow.net or click here.
    You may email us at support@tonewow.net or text-in to our WhatsApp Support at 010-5129768 and we will get in touch with you within the business hours as soon as we can.
    The SIM card validity is 3 years without registration.
    NO
    Yes. Reactivation of MSISDN will be limited up to 10 days (calendar date) from termination date of MSISDN, please email us at support@tonewow.net for further checking.

    (Terms and Conditions applies for reactivation)

Rates & Plans

    You can subscribe via USSD Menu (*128#) or via myWOW App
    You can subscribe via USSD Menu (*128#) or via myWOW app
    You may dial *126# or check via the myWOW App.
    You may dial *128*1# or check via the myWOW App.
    You may dial *128# to unsubscribe your plan.
    Dial *128*2# to check last reload.

    REMARK: Please make sure you have at least credit balance of RM0.10 to perform this checking.
    You may dial *128# with the following instructions:
    Choose 3 : My Account
    Choose 3 : Account Info
    Choose 1: My Account Info

    Remark : Please make sure you have at least credit balance of RM0.10 to perform this checking.
    You may dial *128# with the following instructions:

    Choose 3 : My Account
    Choose 4 : Account Settings
    Choose 2 : Language
    (You may choose from option 1-5 for your preferred language)

    Remark : Please make sure you have at least credit balance of RM0.10 to perform this checking.
    Yes, you will receive a SMS notification two (2) days before the TDS expiry date.
    No. You can only be subscribed to One (1) plan at a time.
    You may dial *128*1*6# to unsubscribe your plan.

    Remark : You are advised to fully utilize the existing TDS plan quota before unsubscribing, and then subscribe to a new preferred TDS plan.
    Only High-Speed (HS) Internet balance can be a roll-over.

    Remark : SMS, Unlimited Call, Basic Internet, Social and Video Internet will not be a roll-over. Please ensure you have sufficient balance to renew your plan before expiry for roll-over.
    Once reached the FUP Unlimited Call, pay-per-used charges will be applied.

    REMARK:
    TONE WOW's free and unlimited services are subjected to the Fair Usage Policy.
    Under this policy, you may use the Services within reasonable limits.
    If we judge that your usage is excessive and unreasonable, we may inform you to moderate your usage.
    TONE WOW reserves the right to charge you at prevailing rates or suspend/terminate the services in accordance with this Agreement.
    You can only subscribe to one plan at a time.
    You are only able to roll-over your Data Bundle with maximum of 3 capped.
    Yes. You need to subscribe for the FIRST TIME. Then for Subsequent Months, the plan will be automatically renewed, provided you have sufficient balance for renewal
    Your existing SMS, voice or data balance will be forfeited if the renewal failed.

    Remark : Pay-per-use will be applied after renewal failed.
    Yes, notification will be sent two days before expiry date.
    You can perform top up through myWOW apps (please ensure your WOWlet has sufficient funds) or walk-in at any stores and purchase for Digi reload.
    Yes.You will receive the rebate as follows:
    Mobile Products Rebate
    Celcom Eload 3.00%
    Maxis Eload 1.00%
    Merchant Trade Eload 3.00%
    U Mobile Eload 1.50%
    Digi 0.5%
    There is no charges of pay per use for data usage. Check out our Internet Data Plans.
    You may contact us at 01159000969 or email us at support@tonewow.net
    Effective 11th January 2019,
    ALL TONE WOW subscriber can enjoy New Grace Period (as below description) by reload their TONE WOW mobile number with a minimum reload of RM5.

    Graph below starts from the 1st December 2018

Port In/MNP

    Please ensure the following before you port in to TONE WOW:
    1. Your mobile number was registered under your ID/Passport.
      (ensure registered ID with donor telco are accurate as per your ID documents)
    2. Mobile number is still active.
    3. No overdue/outstanding bills.
    4. No outstanding contract obligations.
    5. Supplementary number(s) need to be ported together with Principal number.
    6. Credit Limit is not exceeded.
    You can check your port in status via TWMMS / My WOW App.
    Your credit balance will be forfeited once your port-in is completed.

    Remark : You may refer to the MCMC's MNP FAQ for further understanding.
    No, you are not allowed to port-in the Digi number into TONE WOW.
    You may email us at support@tonewow.net with the below details for further assistance:

    • Name:
    • NRIC/Passport:
    • Port-in Mobile Number:
    Yes, you will receive SMS notifications notifying you on the status of your port-in request.

    Reject Code Description Resolution
    SP10 Wrong New NRIC Check NRIC details at original operator. Make corrections and Re-Submit MNP application.
    SP11 Wrong Old NRIC Wrong Check NRIC details at original operator. Make corrections and Re-Submit MNP application.
    SP12 Wrong Police/Military ID Check Police/Military ID details at original operator. Make corrections and Re-Submit MNP application.
    SP13 Wrong Passport Check Passport details at original operator. Make corrections and Re-Submit MNP application.
    SP51 Number still have contract with donor telco Cancel contract with donor telco and Re-submit MNP application.
    SP53 Overdue bills Settle all overdue bills with donor telco and Re-submit MNP application.
    SP54 MNP number not from donor telco Double confirmed with donor telco and Re-submit MNP.
    SP55 Number is no longer in service. Make sure the number is active before proceed with MNP.
    SP56 Number is a principal Line with supplementary Line(s) Principal line holder has to terminate all supplementary line with donor telco.
    SP57 Number is a Supplementary Line with a Principal Line Supplementary line holder has to register as Principal Line in order to MNP.
    SP58 Some or all number are not registered under customer name or main company Supplementary line holder has to register as Principal Line in order to MNP.
    SP59 Credit limit overdue Make sure credit limit is adhered.
    SP61 Disconnected/Suspended account Make sure the is active.
    SP71 One or all number did not reply confirmation SMS Highly advised to reply the SMS from donor telco within 5 - 30 mins upon receiving the confirmation SMS.
    SP72 one or all number replied 'NO' to confirmation SMS It is advised to reply 'YES' for confirmation SMS for port-in to TONE WOW purposes.
    You may report to MCMC complaint by click the button ‘Log Complaint to MCMC’ in my WOW app when you check the MNP Status.
    This button will appear when your MNP submission was rejected for 2 times and more.

Incentives & Commission

    You may fulfill the monthly top up requirement with the top up of minimum RM30 within the calendar month to qualify for commission.

    Remark : Monthly top up requirement is subject to your Ranking.
    You may login onto TWMMS or MyWOW App to check your incentives.
    You will not be entitled for commission on that particular month.
    Commissions will be disbursed via wire transfer directly to your updated bank account upon the value reaching to RM30 or more.
    Commission lesser than value or RM30 will be brought forward to the following month.

    Remark : Please ensure you have update your bank account details in TWMMS in order to receive the commission.
    Yes, every single transaction made will incurred the bank charges of RM3.

    Remark : No charges will be incurred for Auto Top Up Subscription.
    Kindly log in to TWMMS & follow these simple steps:

    1. Login to TWMMS.
    2. Go to Subscriber Care Bank Account Information.
    3. Scroll down to Bank Account Information and Click Update.
    4. Request OTP (OTP will be sent to your registered phone number).
    5. Enter your OTP and click Submit.
    6. Enter your Bank Account Info and click Continue.

    Click Here to watch a Tutorial video.
    Yes. You may request for a third-party account on TWMMS.

    1. Login to TWMMS.
    2. Go to Subscriber Care
    3. Scroll down to Bank Account Information and Click Update.
    4. Request OTP (OTP will be sent to your registered phone number)
    5. Enter your OTP and click Submit.
    6. Enter Bank Account Info and TICK third party request.
    7. Please attach the third party NRIC copy.
    8. Ensure that all information is correct.

    Remark : Request of commission disbursement to bank account 3rd party will be approved within 3 working days.
    Please ensure that you have fill up all the required information and attach the NRIC copy of the third party.

    Remark : Kindly email us at support@tonewow.net if your request still being rejected.
    You may update the beneficiary info via TWMMS.
    In accordance to the instruction from the Ministry of Finance based on Section 34(3)(a), Service Tax Act, 2018, as of 6th September 2018, the SST (Sales and Service Tax) will not be charged on the mobile prepaid service for Malaysian citizens.
    Non-Malaysians purchasing the mobile prepaid service will be subject to the 6% SST charge.
    Yes. Please login to your myWOW app > Incentives > Incentives Payment to WOWlet to set the percentage of commission to transfer



    Click Here for a Tutorial video.
    Every 25th of the following month.
    No

HI WOW

    HIWOW is for existing TE/TP member that would like to migrate to TONE WOW. You can purchase Lite Sim Pack for RM 12.50 and complete the registration via TWMMS or MyWOW App.
    Yes, you may HI WOW to retain your existing TE/TP mobile number.
    Genealogy will remain.
    Your TE/TP incentive will remain unchanged and will continue with the new TONE WOW incentive.
    Remain as current level.
    All your credit balance and Big Points will be forfeited.
    Yes. You will still be entitled for the commission of your network.
    Yes, but subject to management approval.
    You may email us at support@tonewow.net with the following details to raise your request:

    Name:
    NRIC/Passport:
    Member ID:
    Mobile Number:
    Alternative Contact:
    You may top up either one of your mobile number with minimum of RM30 in order to entitled for the commission.


    Remark 1: Monthly top up requirement is subject to your membership ranking.
    Remark 2: You are advised to top up both of your mobile number to avoid your mobile number fall into Expired and services interruption.
    No, you are advised to HIWOW in order to recruit for TONE WOW member.

Lite User

    When you register Flexi Lite Pack, you will automatically be a Lite Member and you can enjoy the commission and benefits of TONE WOW.

    Yes. Data Entry Incentive and Recruitment Incentive. Recruitment incentive is:

    EFFECTIVE 1st January 2020, Recruitment Incentives of LITE Members will be a One-Time Payment and based on First Reload of any amount after Registrations, as follows:

    First Reload Upon Registration RM10 RM20 RM30 RM40 RM50 and Above
    One-Time Recruitment Incentives RM1 RM2 RM3 RM4 RM5

     

    There are 2 different ways to upgrade to become a Normal Member

    - Achieve a monthly commission of RM100
    - Make a payment RM100 through HQ or myWOW apps
    To be upgraded to a Push Member, your should have a minimum commision of RM70.
    No. There is no time frame.
    A member will receive registration incentive based on the starter pack sold and when the downline performs first top up as below:

    First Reload Upon Registration RM10 RM20 RM30 RM40 RM50
    One-Time Recruitment Incentives RM1 RM2 RM3 RM4 RM5

     

    *The above Incentives are effective 1 January 2020.

Loyalty Program - WOWCher

    WOWcher is our loyalty program and we can earn from top up, new members’ registration, joining TONE WOW event and others.
    REGISTRATION/HI WOW
    • Biz Pack Recruitment: Recruiter get 10 WOWcher
    • Push Pack Recruitment : Recruiter get 10 WOWcher
    • Lite Pack Recruitment: Recruiter get 1 WOWcher
    • HI WOW: person who HIWOW get 10 WOWcher


    DIGI RELOAD (TOP UP)
    1. RM1 Top Up = 1 WOWcher
    2. Digi Top up RM30 and above via WOWlet
    • Sender will get 50 WOWcher
    • Receiver will get 150 WOWcher + X amounts of WOWcher as per denomination of top up


    LITE UPGRADE TO BIZ PACK
    • BizPack Upgrade = 100 WOWcher


    Remark : You will receive the WOWcher within 48 hours after transaction.
    Yes
    You may login to your MYWOW account to transfer the WOWcher to others.

    Yes, the expiry date is 3 years
    Expiry date will remain
    NO

WOW Stuff (Merchandise)

    Kindly visit our WOWStuff page to check out all available merchandises.
    Kindly go through TONE WOW Product and Corporate Identity Guidelines HERE before making any design.
    Please email the details to marcomm@tonewow.net to seek the approval.
    The use of Digi’s logo is NOT ALLOWED on any merchandise and marketing materials.

Troubleshooting

    You may purchase the TONE WOW SIM replacement at RM10 through our nearest Business Partners
    or walk-in to TONE WOW HQ for the SIM replacement request.


    TONE WOW HQ (Address):
    B-G-1, Jalan 3/149E,
    Taman Sri Endah,
    Bangunan Endah Promenade,
    Bandar Baru Sri Petaling,
    57000 Sri Petaling,
    Kuala Lumpur
    Click HERE to check the network coverage.
    If your sim is expired, you are unable to restore the sim. To continue being a TW member, you have to purchase and activate a new sim.
    You can always recover your password in just 3 steps:

    Click at "Forgot password’’ link in our MYWOW Apps
    Type in your NRIC/Old IC/Passport/Army/Police and secret phase.
    Select mobile number and click Reset.
    You will receive a temporary password via SMS which you can use to log-in and change to your new password.

    If you have unable to login after retrieving password, please ensure your ID is correct or you may use a different ID during registration (eg: army ID, passport ID)
    You may retrieve your password with the following steps:
    • Click at "Forgot password’’ link in our TWMMS.
    • Type in your NRIC/Old IC/Passport/Army/Police and secret phrase.
    • Select mobile number and click Reset.


    Remark : You may login onto TWMMS once you have received the temporary password via SMS. You are advised to change your password upon login.
    You may reload via a payment gateway through the MYWOW apps or walk in to TONEWOW HQ to perform the top up.
    Click HERE for Tutorial video


    TONE WOW HQ (Address):
    B-G-1, Jalan 3/149E, Taman Sri Endah,
    Bangunan Endah Promenade, Bandar Baru Sri Petaling,
    57000 Sri Petaling, Kuala Lumpur
    YES
    Please ensure you have sufficient of credit balance at least RM0.10 to view the full USSD menu.
    You may email us at support@tonewow.net with the following details for further checking:


    Name:
    NRIC:
    Mobil Number:
    SIM Card Serial Number:
    Attachment of NRIC/Passport:
    Attachment of SIM Card front and back:
    Please download the latest version or refresh the app. If the problem still persist, kindly contact support@tonewow.net with your details for assistance.
    You may text-in our WhatsApp Support at 010-5129768 or email us at support@tonewow.net with the below required details:


    Name:
    NRIC/Passport:
    MSISDN:
    Incident Date:
    Service Impact:
    Issue Description:
    Address:
    Network Type: E/3G/4G/2G Signal Bar:
    Longitude:
    Latitude:
    You may email us at support@tonewow.net with the following details if you do not receive the credit within 24 hours:


    Name:
    NRIC/Passport:
    Member ID:
    Date and Time Top up:
    Attachment/Proof of Top up:

Flexi Sim

    New type of SIM that is flexible, which can be used to register with a new number or to maintain your existing number (MNP).
    • Flexi LITE Pack
    • Flexi Biz Pack
    • Flexi Push Pack
    • MNP/Replacement SIM
    Yes, you can use a Flexi SIM to HIWOW.
    You can register the Flexi SIM as current method, via MMS or myWOW App.
    For the Flexi SIM, you can choose your preferred number.
    You still can use the SIM Packs you have bought earlier for registration and it will be registered as a Flexi SIM.
    No. Numbered SIM Packs cannot be used as a Flexi SIM. You can only register as new numbered.
    Price as current. No changes
    • Lite Pack - RM 12.50
    • PUSH Pack - RM 27.50
    • Biz Pack - RM 100.50
    Yes.
    No. Flexi SIM is a starter Pack only. For MNP and SIM Replacement, you need to use the MNP/Replacement SIM.

SETIAGB

    SETIAGB is a reward, where Free Loyalty Data is given to TONE WOW Subscribers based on their tenure with TONE WOW.
    • Subscribe or renew your TDS Subscription.
    • Line must be Active status.
    • Tenure with TONE WOW minimum 30 days
    You will be receiving a SMS notification to redeem SETIAGB upon renewal OR subscription of any TDS plan.
    Then. dial *888*9# to redeem via USSD.
    Yes. All SETIAGB must be redeemed within seven (7) calendar days after receiving the SMS.
    Yes. There are 30 days validity and valid for all usage (social media, streaming, internet, etc.)
    No, unused Data will be forfeited and cannot be carried forward.
    No. It is a 1 time redemption, and NOT subscription based.
    SETIAGB Data will be consumed AFTER the productivity Free Data of 1GB.
    Yes, SMS alert will be sent for 75% and 100% of SETIAGB usage.

Campaign: 2019 Pilgrimage Trip (Umrah Incentive)

    Achieved a New minimum monthly commitment of RM2,800
    Yes, you can claim it with a maximum cap of RM 4000
    No, you may only claim the pilgrimage trip once.
    You are responsible to make your own booking for the trip.

New prepaid Credit Balance Limit

    Starting 29th January 2021, maximum amount allowed in the credit balance is RM1,000.
    Please ensure your credit balance is NOT more than RM1,000 after you perform a Top Up. You need to utilise the prepaid balance before performing a Top Up.
    Yes, Top Ups are allowed.
    For All Terms & Conditions in relation to the use of the Digi Services, please Click Here

Push Pack

    RM 27.50 per pack.
    Yes, but downline need to top up RM10.
    Yes. Push member will receive Biz member registration incentive.
    There few ways to upgrade Push to Biz Member:
    • Pay RM100 via HQ office counter
    • Made payment RM100 via myWOW app
    • Achieve minimum commission RM100

Usahawan OKU TONE

    You must provide us your OKU card details to register.

Bulk Plan

    You can purchase via USSD Menu (*128#) or myWOW app.
    Yes. Multiple purchase allowed and quota will be stackable.
    No. It is one time purchase plan, no auto renewal.
    Latest purchase expiry applies and supersedes any existing expiry from the previous purchase.
    Yes.
    Yes.
    No. There is no maximum cap
    Yes, but you need to purchase any TDS Plan first,which is either TDS10, TDS30, TDS50, TDS60, TDS80 or TDS120 before you purchase a booster plan.
    Yes, but you need to purchase any TDS Plan first,which is either TDS10, TDS30, TDS50, TDS60, TDS80 or TDS120 before you purchase a booster plan.
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