Celcom upgrades billing system for better CX
Focus Malaysia 08 Nov 2018 12:07
Celcom Axiata Berhad, in its ongoing commitment to provide an awesome customer experience, will be carrying out a billing system upgrade, starting 11 November, Sunday at 8.00pm until 12 November, Monday at 9.00am.

During the upgrade period, customers will still be able to make and receive calls, utilise data quota, SMS, MMS and roam overseas, as usual. However, these selected transactions will be temporarily unavailable through 9.00am on 12 November 2018:

For Prepaid transactions:
 - Prepaid services such as reload, balance transfer, account status check, and mobile
internet subscriptions.
 - New prepaid line activation and registration.
 - Requests for change of plans, change of SIM card, and Value Added Service

For Postpaid transactions:
 - All bill payment channels such as Celcom Life app, online banking, Online Customer
Service, Celcom Business Portal and Celcom Payment Kiosk.
 - Requests for change of plans, change of SIM card, and Value Added Service
- Subscriptions to roaming passes.
- Other services such as requests for new postpaid line registration and Mobile Number
Portability (MNP) will be accepted. However, all requests will only be processed on 12
November, 9.00am onwards.

Prepaid customers are therefore encouraged to reload and subscribe to mobile internet in advance to ensure that they have sufficient credit balance to stay connected throughout the upgrading exercise. For postpaid customers, they are advised to make payment for any outstanding balance before the stated duration, to avoid any possible service interruptions throughout the upgrading exercise.

Mohamad Idham Nawawi, Chief Executive Officer of Celcom Axiata Berhad, said the upcoming upgrading exercise has been carefully planned and scheduled accordingly to minimise any service interruptions. “As part of our continuous effort to improve and digitalise our overall customer experience, this a required step to our ongoing modernisation exercise and we would like to assure our customers that we have taken all necessary steps to ensure minimal impact on their connectivity experience. We apologise for any inconvenience caused during this period and appreciate our customers’ kind understanding as we continue to enhance our services,” he added.

For further queries on the billing system upgrade, customers may reach us through Celcom Facebook or Xpax Facebook, or dial *123# from abroad. For more information, please visit

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