Frequently Asked Questions

Last Updated: 13 February 2019


Have a question? It may already be answered here! If you don’t find what you’re looking for, simply head over here to send us an enquiry.

Getting Started

    As a first time user, please contact your nearest Business Partner. Already a member? Download MyWOW App / or TWMMS to register.
    Once you have inserted the sim card, you will be activated & you will receive:-

    -Biz pack user will receive RM30.00 preload.
    -Lite pack user will receive RM0.20 preload.
    -Push pack user will receive RM0.20 preload and Data Plan of TWA25
    -High Speed Data - 1GB
    -Voice Call on-net - 100 minutes
    -Voice Call off-net - 10 minutes
    -SMS on-net - 10

    Kindly activate the sim before you perform the reload
    You may login via the below URL to view your profile, check your balance, view incentives and hierarchy and get latest news on the MyWOW App or TWMMS

    1. URL: https://www.tonewow.net/twmain
    2. Enter your NRIC/Passport and existing password
    3. You may use 1234 for your 1st time login password
    4. You are advised to change your password upon login

    If you have forgotten your password, you may click on the "Lost Your Password" to reset your login password or you may contact our customer careline at 011-59000969 for immediate assistance.

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 10
    • PUSH Pack - RM 25
    • Biz Pack - RM 98
    • Lite, PUSH & Biz Pack – New Registration for non-member or existing members
    • Lite, Push and Biz MNP Pack – New Registration with retain the existing number for non-member or existing member
    • 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 Apps / TWMMS.
    SIM card will be terminated after 30 days from registration date.
    • Biz Pack user will received preload of RM30.00 as credit balance
    • Lite Pack user will received preload of RM0.20 as credit balance
    • Push Pack user will received preload of RM0.20 as credit balance and Data Plan of TWA25
    o High Speed Data - 1GB
    o Voice Call on-net - 100 minutes
    o Voice Call off-net - 10 minutes
    o SMS on-net - 10
    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

    TDS10
    1. Dial *128# (USSD Menu)
    2. Choose 1: TONE WOW Plan
    3. Choose 1: Internet,Voice & SMS Plan
    4. Choose 1: TDS10
    [Shortcut: Dial *128*1*1*1#]


    TDS30
    1. Dial *128# (USSD Menu)
    2. Choose 1: TONE WOW Plan
    3. Choose 1: Internet,Voice & SMS Plan
    4. Choose 1: TDS30
    [Shortcut: Dial *128*1*1*2#]


    TDS50
    1. Dial *128# (USSD Menu)
    2. Choose 1: TONE WOW Plan
    3. Choose 1: Internet,Voice & SMS Plan
    4. Choose 1: TDS50
    [Shortcut: Dial *128*1*1*3#]


    TDS120
    1. Dial *128# (USSD Menu)
    2. Choose 1: TONE WOW Plan
    3. Choose 1: Internet,Voice & SMS Plan
    4. Choose 1: TDS120
    [Shortcut: Dial *128*1*1*4#]
    TDB3A
    1. Dial *128# (USSD Menu)
    2. Choose 1: TONE WOW Plan
    3. Choose 2: Quota Top Up
    4. Choose 1: Quota Top Up
    5. Choose 1: TDB3A
    Note: Available for TDS10 or TDS30 users only @ RM3.00


    TDB3B
    1. Dial *128# (USSD Menu)
    2. Choose 1: TONE WOW Plan
    3. Choose 2: Quota Top Up
    4. Choose 1: Quota Top Up
    5. Choose 2: TDB3B
    Note: Available for TDS10 or TDS30 users only @ RM3.00


    TDB15
    1. Dial *128# (USSD Menu)
    2. Choose 1: TONE WOW Plan
    3. Choose 2: Quota Top Up
    4. Choose 1: Quota Top Up
    5. Choose 1: TDB15
    Note: Available for TDS50 or TDS120 users only @ RM15.00


    TDB20
    1. Dial *128# (USSD Menu)
    2. Choose 1: TONE WOW Plan
    3. Choose 2: Quota Top Up
    4. Choose 1: Quota Top Up
    5. Choose 1: TDB20
    Note: Available for TDS50 or TDS120 users only @ RM20.00
    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 TDS expiry date.
    No. You can only subscribe one (1) plan at once time.
    You may dial *128*1*5# to unsubscribe your plan.

    Remark : You are advised to fully utilized the existing TDS plan quota before subscribing to the new TDS plan.
    SMS, Voice Call and High-Speed (HS) Internet balance can be a roll-over.

    Remark : Basic Internet, Unlimited Call, 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 are only able to roll-over your SMS, Voice Call or Data Bundle with maximum of 3 capped.
    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 2.25%
    Merchant Trade Eload 4.00%
    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 Jan 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 start 1st December 2018.

    TONE WOW SIM CARD LIFE CYCLE:

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 10 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 RM 10 sim card, 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
    • BizPack Recruitment: Recruiter get 10 WOWcher
    • Push Pack Recruiment : Recruiter get 10 WOWcher
    • LitePack 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:

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.

Campaign: Incentive Trip 2020 (Phuket)

    From 1st January 2020 until 30 September 2020.
    • 85 new direct recruited members
    • Each new direct recruited member MUST have total Plan Subscription (TDS Plan, including TDB Booster Plan) of RM 200 and above during Campaign Period, will qualify for One (1) Ticket.


    Click here for campaign MEMO
    NO. TONE WOW Member must be in ACTIVE status throughout the campaign period until travel date (inclusive).
    No. Direct Recruited Members cannot be the same as the recruiting member.
    Only One (1) NRIC/Passport for One (1) Incentive Trip ticket is allowed.
    Tickets won by the qualifiers for TONE Incentive Trips are not transferable, unless with a strong valid reason and subject to Management's approval.

Campaign: Incentive Trip 2020 (Australia)

    Campaign period is from 1st January 2020 until 31st December 2020
    • 130 or more New TONE WOW Members (Direct and No duplication).

    • Each of the member recruited in 2(a) must subscribe to TDS Package. (Subscription to TBS (Booster) package will also be added), with total value of RM 250 before 31st Dec 2020, regardless of Top up Value.

    • Direct Sponsor / Promoter must be an Active TDS subscriber with Total value of RM 250 (include Booster) throughout the campaign period and maintain Active Status throughout travelling period.


    Campaign Memo
    No. TONE WOW Member must be in ACTIVE status throughout the campaign period until travel date (inclusive).
    No. Direct Recruited Member cannot be the same as the recruiting member.
    Only One (1) NRIC/Passport for One (1) Incentive Trip ticket is allowed.
    Tickets won by the qualifiers for TONE Incentive Trips are not transferable, unless with a strong valid reason and subject to Management's approval.

Push Pack

    RM25 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.

Campaign: 10 Years of TONE - The Great Giveaway

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