Frequently Asked Questions

Updated on: 26 Feb 2024


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

    • Purchase TONE WOW SIM card for registration and activation.
    • Contact your referral or reach out to our Business Partner here
    1. You may purchase from our Business Partner or visit TONE WOW HQ.

    2. You may also email us at orders@tonegroup.net with the following details for online purchase.
     Name
     Member ID (if applicable):
     NRIC/Passport:
     Program: (Tone Wow Excel / Tone Wow Plus )
     Sim card Type: (Flexi LITE / Flexi Push/ Flexi LINDUNG/Flexi Biz/Premium SIM/VIP SIM/MNP/SIM Replacement)
     SIM Quantity:
     Type of collection: Self collect or Courier

    3. For courier delivery, there is a delivery cost depend on area and weight.
    Minimum RM10 for Semenanjung Malaysia, RM20 for Sabah & Sarawak

    4. For self-collection, you may collect from TONE WOW HQ as per address below;
    TONE WOW HQ B-G-1, Jalan3/149E, Taman Sri Endah, Bangunan Endah Promenade, Bandar Baru Sri Petaling, 57000 Sri Petaling, Kuala Lumpur
    Operational Hours:
    Monday until Friday
    10.00 AM- 5.00PM
    Digi Telecommunications Sdn Bhd
    Validity as per top up denomination.
    I.e. top up RM50 will get 50 validity days and after validity ends, your status will be barred for NINETY (90) days and Suspended for ONE (1) Day before expiration.

    Barred for 90 days
    • Able to receive incoming call but unable to make outgoing call and have access to internet
    • You may top up to re-active your mobile number to avoid your mobile number falling into the 'Expired' status

    Suspended for 1 day
    • Unable to receive and make call and access internet
    • You may top up to re-active your mobile number to avoid your mobile number falling into 'Expired' status

    Expired
    • Unable to receive and make outgoing call and access internet
    • Unable to top up

    Active > Barred > Suspended > Expired
    No.
    No.
    You may check via myWOW app or dial *126#.
    Yes.

REGISTRATION

    Yes. The SIM card will be activated automatically.
    According to MCMC guidelines, you are allowed to register up to FIVE (5) accounts (Inclusive of Digi accounts).
    You may login to My WOW Apps / TWMMS to update your profile.
    Yes.
    Yes. Via dual member registration
    Yes, if the account owner has passed away.
    You may send in your request via email to support@tonewow.net or WhatsApp to 010 5129768.
    You may contact our Customer Support at;
     01159000969 or 01159009969 or;
     WhatsApp to 010-5129768 or;
     Email to support@tonewow.net
    No.
    No.
    Yes. If your expired number is MNP number, the reactivation will be limited up to 7 days (calendar date) from the date of number expired.
    Otherwise, for non MNP number (TONE WOW number), the reactivation will be limited up to 30 days (calendar date) from the date of number expired.

    You may email us your details at support@tonewow.net for further checking. The following details are needed;-
    a. Name
    b. NRIC
    c. Expired Number

    *Terms and Conditions applied for reactivating number

MEMBER PORTAL

    A member portal for TONE WOW member to check, view and/or to update their details as follows;

    • Profile
    • Incentives
    • WOWcher
    • WOWlet
    • Bank info details
    • Genealogy
    • Beneficiary
    • Takaful Status
    Once you have successfully registered your SIM card, you will have a member portal that can be accessed from myWOW apps or TWMMS.

PORT IN/MNP (Mobile Number Portability)

    A process for a user to remain their mobile numbers when changing from one mobile network carrier to another mobile network.
    Please ensure you have fulfill the following criteria before you submit port in to TONE WOW:

    • Your mobile number was registered under your ID/Passport. (Ensure registered ID with donor telco are accurate as per your ID documents)
    • Mobile number is still active.
    • No overdue/outstanding bills.
    • No outstanding contract obligations.
    • Supplementary number(s) need to be ported together with Principal number.
    • Credit Limit is not exceeded.
    You can check your port in status via TWMMS / myWOW app.
    Your remaining credit balance will be forfeited once your port-in is completed. Please ensure you have credit balance minimum RM1 for port-in process completed and your lot of credit balance forfeited.
    No. You are not allowed to port-in a Digi number into TONE WOW.
    You may contact our careline at;
    • 01159000969 or 01159009969 or;
    • WhatsApp to 010-5129768 or;
    • Email to support@tonewow.net with your details;
    Name:
    NRIC/Passport:
    Phone Number Port-in:
    Yes, you will receive SMS notifications notifying you on the status of your port-in request.
    You can refer the reject code and resolution as below:
    You may contact our Customer Support at;-

    • 01159000969 or 01159009969 or;
    • WhatsApp to 010-5129768 or;
    • Email to support@tonewow.net with details;-
    Name:
    NRIC/Passport:
    SIM serial number: 896016xxxxxxxxxxxxxx
    You may report to MCMC by clicking the ‘Log Complaint to MCMC’ button in your myWOW app when you check the MNP Status.

    This button (image below) will appear when your MNP submission was rejected for 2 times and more.

TROUBLESHOOTING

    You may purchase the TONE WOW SIM replacement at RM10 through your TWMMS Portal
    or walk-in to TONE WOW HQ, or perform a SIM replacement at Digi Kiosks or Digi Dealers near you (minimum charge will be imposed)


    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


    Operational Hours:
    Monday until Friday: 10.00 AM- 5.00PM
    Friday (Lunch Hour)-CLOSED: 12.45PM – 2.30PM
    Click HERE to check the network coverage.
    If your sim is expired, you are unable to restore the SIM. To continue being a TONE WOW member, please call our customer service at 011-59000969 to check the availability of the number and on how to recover your expired number and member account. Please be informed, only MNP numbers are allowed for reactivation.
    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.


    Click HERE for Tutorial video

    You may reload via a payment gateway through the MYWOW apps or walk in to TONEWOW HQ to perform the top up.


    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

    Operational Hours:
    Monday until Friday: 10.00 AM- 5.00PM
    Friday (Lunch Hour) - CLOSED: 12.45PM – 2.30PM

BULK PLAN

    TBD200
    RM200 | 150GB | 180 days validity

    TBV100
    RM100 | 1,000 Minutes to ALL Network | 180 days validity

    TBD500
    RM500 | 500GB | 365 days validity
    You can purchase via USSD Menu (*128#) or myWOW app.
    Yes. Multiple purchases are 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 TDS Plan first either TDS10, TDS30, TDS35, TDS50, TDS60, TDS80 or TDS120 before you purchase booster.
    Yes, but you need to purchase TDS Plan first (Refer FAQ No 1001 for all the TDS plan) before you purchase booster.

SETIA GB

    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 SETIA GB must be redeemed within seven (7) calendar days after receiving the SMS.
    Yes. There are 33 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 FIRST.
    Yes, a SMS alert will be sent for 75% and 100% usage of SETIA GB data.

INCENTIVES

    You may fulfill the monthly top up requirement with the cumulative top up of minimum RM30 within the calendar month for qualification of incentive.

    Remark : Monthly top up requirement is subject to your Ranking.
    You may login onto TWMMS or myWOW App to check your incentive.
    You will not be entitled for the incentive for the particular month.
    Incentive will be disbursed via wire transfer directly to your updated bank account upon the value reaching to RM30 or more.
    Incentive lesser than value or RM30 will be brought forward to the following month. Please ensure you fulfil the top up requirement for that month.

    Remark : Please ensure you have update your bank account details in TWMMS in order to receive the incentives.
    Every 25th of following month. Please ensure your bank account details updated to avoid the problem with your incentive payment into your bank account.
    There is a charge of RM3 for each monthly incentive payment transaction.
    There is no RM3 charge for Auto Top up and Fast Track payment.
    Kindly log in to TWMMS & follow these simple steps:

    Click Here to watch a Tutorial video, or you can refer to the steps below.
    1.Login to TWMMS and enter NRIC/Passport. Then Click Login
    2. Choose your program either TONE WOW Excel or TONE WOW Plus
    3.Go to Subscriber Care .
    4. Click 'My Profile'
    5.Scroll down to Bank Account Information and Click Update.
    6.Request OTP (OTP will be sent to your registered phone number).
    7.Enter your OTP and click Submit.
    8.Enter your Bank Account Info and click Continue.

    Yes. You may update the bank account details to third-party bank account.
    1. Open www.tonewow.net and enter NRIC / Passport. Then, Click Login.
    2. Choose your program either TONE WOW Excel or TONE WOW Plus
    3. Enter your password
    4. Go to Subscriber Care
    5. Click at My profile
    6. Scroll down to Bank Account Information and Click Update.
    7. Request OTP (OTP will be sent to your registered phone number).
    8. Enter your OTP and click Submit.
    9. Enter Bank Account Info and TICK at small box for third party request.
    10. Attach the third party NRIC copy.
    . 11. Request of incentive disbursement to bank account 3rd party will be approved within 3 working days.

FLEXI SIM CARD

    Yes.
    No. Flexi SIM is a starter Pack only. For MNP and SIM Replacement, you need to use the MNP/Replacement SIM.

RATES & PLANS

    You can subscribe via USSD Menu (*128#) or via myWOW App

    Yes, you will receive a SMS notification two (2) days before TDS expiry date.
    No. You can only subscribe one (1) plan at one time.
    High-Speed (HS) Internet balance can be roll-over. 

    Remark: Basic Internet, Unlimited Call, Social and Video Internet will not be 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 free and unlimited services are subjected to Fair Use Policy. Under this policy, you may use the Services within reasonable limits. If we judge that your use is excessive and unreasonable, we may inform you to moderate your usage. TONE WOW reserve 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 the FIRST TIME. Subsequent Month, the plan will be automatically renew, provided you have sufficient balance for renewal
    Your existing SMS, voice or data balance will be forfeited if the renewal failed.

    Remark: Pay-per-used will be applied after renewal failed.
    The sequence of data consumption priority as below;

    The sequence of data consumption priority start with No.1

    You may check via myWOW app or USSD menu. Below are the steps;

    You may dial *128# to unsubscribe your plan via USSD Menu or login to your myWOW app.


    Remark: Please make sure you have at least credit balance of RM0.10 to perform this checking.
    You can check mobile number and credit validity ends via myWOW app or USSD menu.



    Remark: Please make sure you have at least credit balance of RM0.10 to perform this checking.


    Remark: Please make sure you have at least credit balance of RM0.10 to perform this checking.
    You can perform top up through myWOW apps (please ensure your WOWlet has sufficient funds). Top up via myWOW app can get the top up incentives.



    Or, you can Walk-in to any stores and purchase for Digi reload.
    The validity for top up as below;
    You may contact us at 01159000969 or email us at support@tonewow.net by provide the details below:

    • Name:
    • IC/Passport:
    • Member ID:
    • Phone number:
    • Top up Channel:
    • Attachment (Top up prove)

WOWcher - LOYALTY PROGRAM

    WOWcher is TONE WOW loyalty reward points that can be earned from performing Top Up.
    DIGI RELOAD
    •10 x WOWcher to sender if reload via WOWlet (myWOW apps) Example: Reload RM50 = 500 WOWcher

    THIRD PARTY RELOAD (LINE OTHER THAN DIGI)
    •1 x WOWcher to sender if reload via WOWlet (myWOW apps) Example: Reload RM50 = 50 WOWcher

    Note: You will receive your WOWcher within 48 hours once reload is successful.
    1. Reload
    2. Data
    3. Reload validity (Coming Soon)
    4. TONE WOW merchandise
    5. E-voucher (Coming Soon)
    6. TouchnGo voucher (Coming Soon)
    WOWcher can be redeemed via TONE WOW website or myWOW apps.
    Yes
    You may login to your MYWOW account to transfer the WOWcher to another account.

    Below are the steps for WOWcher transfer to other user;
    Yes, the expiry date is 2 years.
    Expiry date will remain.
    No.
    Yes.
    No.

MERCHANDISE

    Kindly visit HERE to view our available merchandise.
    The use of Digi’s logo is NOT ALLOWED on any merchandise and marketing materials.

BENEFITS

    Achieved a New minimum monthly commitment of RM2,800
    Yes, you can claim it with a maximum cap of RM 4,000
    No, you may claim the pilgrimage trip for 1 time only.
    You are responsible to make your own booking for the trip.
    You must provide us your OKU card to confirm your OKU ID to be entitled for the benefits.
    Please email us at support@tonewow.net or WhatsApp at 010-5129768 with all the details below:
    • Name:
    • NRIC:
    • Contact No:
    No. All previous Khairat Kematian entitlements, criteria and Memos will be null and void.
    You may refer to the Khairat Kematian claim form for list of documents needed to submit for claim. Click do download >> CLAIM FORM
    Members must adhere to a cooling period of three (3) months with minimum monthly reload of RM30 per month. Meaning the member must reload RM30 and remain as an active member for a minimum period of three (3) months.

    Example:
    Member A: Register on July 2023 and claim for Khairat Kematian on October 2023. Member A top up minimum RM30 for July, August and September and in active status. Member A entitled for Khairat kematian claim amount RM300.00

    Member B: Register on July 2023 and claim for Khairat Kematian on October 2023. Member B did not top up minimum RM30 for August. Member B not entitled for Khairat Kematian claim.

    Member C: Register on October 2023 and claim for Khairat Kematian on November 2023. Member C not entitled for Khairat Kematian claim due to not meet the minimum cooling period of three (3) months.
    Member can make a claim for Khairat Kematian within 90 days of passing by submitting relevant documents.

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.
    Yes, you may top up but make sure to reduce your credit balance immediately after top up to prevent maximum credit balance issue.
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