Frequently asked
questions

Frequently Asked Questions

SST
1. Are Reloads subjected to Service Tax?
As announced by the Government, effective 6th September 2018, Malaysians are exempted from service tax. Whereas, for non-Malaysian 6% service tax is still applicable.
2. How much will I get if I reload?
Effective 6th September 2018 onwards, when you reload, you will receive the full credit value as prepaid reloads are exempted from service tax. Example, if you reload RM10, you will receive RM10 credit.

For non-Malaysians, prepaid reloads are still subject to 6% Service Tax.
Product & Services
1. What is Altel Prepaid?

Altel is a prepaid mobile service that offers voice and internet plans.

2. What are the services provided?

Altel provides prepaid services such as voice, SMS, mobile internet, IDD and international roaming.

3. Where can I purchase an Altel Starter Pack?

You can purchase Altel Starter Packs from our dealers. To locate a dealer near you, refer to Dealer Locator

4. How much does an Altel Starter Pack cost?

Altel Starter Packs are sold at a retail price of RM7 each and comes pre-loaded with RM3.00 worth of airtime credit and 200 MB data. Refer below:

Product Remark
Starter Pack Price RM7.00
Preloaded Airtime RM3.00
*Validity 30 days
Activation Bonus
(Data bonus)
200 MB
*Validity 15 days
Voice call
(per min):
On-net
Off-net
16 sen
16 sen
Video call
(per min):
On-net
Off-net
20 sen
20 sen
SMS
(per SMS):
On-net
Off-net
5 sen
MMS
(per MMS):
On-net
Off-net
25 sen
Freebies Basic Internet (64 kbps)
5.What is the validity of the SIM pack?

All Altel Starter Packs come with 30 days validity upon successful registration. You must reload by the 30th day to avoid any service disruption.

6. Where can I purchase Altel reload?
You may purchase Altel Reload from the following locations:
Reload Channels
  • •Convenience Stores : 7-Eleven, KK Mart, MyNews.com
  • •Supermarkets : AEON Big, Cold Storage, Giant, Mydin, Tesco
  • •Petrol Stations : All major petrol stations (BHP, Shell, Petron, Petronas, Caltex)
  • •Pharmacies : Caring, Red Cup, Watson
  • •Electrical Stores : Onking, Wah Lee
Online Reload
  • •Alliance Bank
  • •Agro Bank
  • •Bank Muamalat
  • •Bank Rakyat
  • •CIMB
  • •Kuwait Finance
  • •Maybank
  • •MEPs
  • •RHB
  • •Public Bank
7. What are the Altel reload denominations and validity?
Altel reload denominations varies from RM3 and above. Refer below:
Flexi – PIN-less, Easy Reload
Denominations Validity
RM3.00 – RM4.00 3 Days
RM5.00 – RM9.00 5 Days
RM10.00 – RM19.00 10 Days
RM20.00 – RM29.00 20 Days
RM30.00 – RM49.00 30 Days
RM50.00 and above 60 Days
Standard - Physical Scratch Cards, Soft Pins & Online Reload
Denominations Validity
RM5.00 3 Days
RM10.00 10 Days
RM30.00 30 Days
RM50.00 60 Days
8. What are the domestic rates offered by Altel?
Altel offers attractive domestic rates to all networks. Refer below:
Service Rate
Call (Voice) RM0.16 per minute (PPU) to All Networks
Call (Video) RM0.20 per minute (PPU) to All Networks
SMS RM0.05 per SMS
MMS RM0.25 per MMS
Data Basic Internet (64kbps)
9. Does Altel have Unlimited Call Plan?
Yes, refer below:
Call 30
RM 30.00
Minutes (on-net) Only applicable to on-net : Altel- Altel, Tune Talk, Smart Pinot, Merchantrade, Celcom, Red One, One XOX, Yoodo
Validity 30 days
10. Does Altel have postpaid plans?
Altel is currently a prepaid service provider. Postpaid plans may be launched in the near future. Refer to www.altel.my for updates.
11. Can I keep my existing mobile number and change my service provider to Altel?
Yes, you may keep your mobile number and switch to Altel. You will be required to bring a photocopy of your IC or Passport. To locate a dealer near you, refer to Dealer Locator
12. Does Altel provide Internet Plans?
Yes, refer below:
Data Price(RM) Plan Validity
500MB 2.00 Daily 24 hours
1GB 3.00 Daily 24 hours
1GB 5.00 Weekly 7 days
2GB 10.00 Weekly 7 days
5GB 30.00 Monthly 30 days
10GB 50.00 Monthly 30 days
20GB 90.00 Monthly 30 days

Upon reaching the allocated quota, you will be throttled to Basic Internet (64kbps) within the validity period.
13. How do I top up my credit??

USSD Short Code
•Type *102# and press call, choose option 1 followed by option 2.
SMS
•Send REC<16-digit reload code> and send to 25835
•Send REC<16-digit reload code><01132xxxxxx> and send to 25835
IVR
•Dial 1930 and follow the instructions

14. How do I check my current credit balance?

USSD Short Code
•Type *102# and press call, choose option 1 followed by option 1.
SMS
•Send BAL and send to 25835
IVR
•Dial 1930 and follow the instructions

15. How is Altel’s network coverage?
Altel’s coverage is extensive throughout Peninsular Malaysia including Sabah and Sarawak.
16. How does the Altel 365 Plan work?
Altel 365 allows subscriber to extend the airtime validity to 365 days for only RM28.
17. Where can I obtain the IDD rates?

For IDD rates, refer to IDD

18. Where can I obtain the Roaming rates?

For Roaming rates, refer to Roaming

Starter Pack
1. How much does an Altel Starter Pack cost?
Altel Starter Packs are sold at a retail price of RM7 each and comes pre-loaded with RM3.00 worth of airtime credit and 200 MB data. Refer below:
Product Remark
Starter Pack Price RM7.00
Preloaded Airtime RM3.00
*Validity 30 days
Activation Bonus
(Data bonus)
200 MB
*Validity 15 days
Voice call
(per min):
On-net
Off-net
16 sen
16 sen
Video call
(per min):
On-net
Off-net
20 sen
20 sen
SMS
(per SMS):
On-net
Off-net
5 sen
MMS
(per MMS):
On-net
Off-net
25 sen
Freebies Basic Internet (64 kbps)

2. Will all new Altel prepaid subscribers be entitled for the free 200MB data for 15 days?

Yes. All Altel prepaid subscribers will receive the free 200MB data upon first call activation.

3. How will I know if the 200MB is already activated and how do I check balance?

You will receive a SMS notification of your activation.
Sample – SMS notification
English: “RM0. TQ for your activation & Congratulations! You have received 200MB of High Speed Internet valid for 15 days. T&C applies. Info dial *102# or visit altel.my”
To check balance, refer below:
a) Dial *102#,
Select 1. Account Management
Select 1. Balance Enquiry
You will receive a SMS notification of your balance
b) SMS BAL to 25835.

4. Will I be able to purchase additional Internet Plan while the free 200MB is still active?

Yes. You will be able to purchase additional Internet plan without forfeiting your existing free 200MB plan and your internet utilization will always be drawn from the free 200MB quota first.

5. Will I be notified once my free 200MB expires?

Yes. You will receive SMS notification.
Sample – SMS notification
English: “RM0. Your Free 200MB data validity has expired at HH:MM:SS DD/MM/YYYY. Please dial *102#, select Broadband to subscribe.”

International Direct Dial (IDD)
1. How do I make International Voice Calls?

Follow these simple steps:
Dial <00 or +> <country code> <area code> <phone number>
E.g., to call Singapore, dial 0065012345678 or +65012345678

2. How do I send International SMS?

Follow these simple steps:
Step 1: Type your Message
Step 2: Send to Number e.g.: <+65012345678>

3. How do I send International MMS?

Follow these simple steps:
Step 1: Select Multimedia Message 
Step 2: Type your Message
Step 3: Insert your Image
Step 4: Insert your Sound
Step 5: Send to Number e.g.: <+65012345678>

4. How do I make International Video Calls?

Follow these simple steps:
Step 1: Key in the mobile number
Step 2: Press Video Call to make your call
Step 3: Video call connected

5. Where can I find the IDD rates for all the available countries?

You can find IDD rates for all the available countries in the table below

Countries

Country Code

To Fixed Line (RM/60sec)

To Mobile Line (RM/60sec)

SMS (RM)

Afghanistan

+93

1.28

1.28

0.15

Alaska

+1

0.48

0.48

0.15

Albania

+355

2.28

2.28

0.15

Algeria

+213

2.28

2.28

0.15

Andorra

+376

2.28

2.28

0.15

Angola

+244

2.28

2.28

0.15

Anguilla

+1

2.28

2.28

0.15

Antigua & Barbuda

+1

2.28

2.28

0.15

Argentina

+54

0.98

0.98

0.15

Armenia

+374

2.28

2.28

0.15

Aruba

+297

2.28

2.28

0.15

Ascension Island

+247

5.98

5.98

0.15

Australia

+61

0.18

0.88

0.15

Austria

+43

0.18

2.28

0.15

Azerbaijan

+994

2.28

2.28

0.15

Bahamas

+1

2.28

2.28

0.15

Bahrain

+973

1.28

1.28

0.15

Bangladesh

+880

0.10

0.10

0.15

Barbados

+1

2.28

2.28

0.15

Belarus

+375

2.28

3.30

0.15

Belgium

+32

0.18

2.28

0.15

Belize

+501

2.28

2.28

0.15

Benin

+229

2.28

2.28

0.15

Bermuda

+1

2.28

2.28

0.15

Bhutan

+975

2.28

2.28

0.15

Bolivia

+591

2.28

2.28

0.15

Bosnia Herzegovina

+387

2.28

2.28

0.15

Botswana

+267

2.28

2.28

0.15

Brazil

+55

2.28

2.28

0.15

British Virgin Island

+1

2.28

2.28

0.15

Brunei

+673

0.18

0.38

0.15

Bulgaria

+359

2.28

2.28

0.15

Burkina Faso

+226

2.28

2.28

0.15

Burundi

+257

2.28

2.28

0.15

Cambodia

+855

0.28

0.28

0.15

Cameroon

+237

2.28

2.28

0.15

Canada

+1

0.18

0.18

0.15

Cape Verde

+238

2.28

2.28

0.15

Cayman Island

+1

2.28

2.28

0.15

Central Africa

+236

3.98

3.98

0.15

Chad

+235

2.28

2.28

0.15

Chile

+56

2.28

2.28

0.15

China

+86

0.1

0.1

0.15

Christmas Island

+61891

2.28

2.28

0.15

Cocos Island

+61891

2.28

2.28

0.15

Colombia

+57

2.28

2.28

0.15

Comoros island

+269

2.28

2.28

0.15

Congo

+242

2.28

2.28

0.15

Cook Island

+682

3.98

3.98

0.15

Costa Rica

+506

2.28

2.28

0.15

Croatia

+385

2.28

2.28

0.15

Cuba

+53

3.98

3.98

0.15

Cyprus

+357

2.28

2.28

0.15

Czech Republic

+420

2.28

2.28

0.15

Denmark

+45

0.18

2.28

0.15

Diego Garcia

+246

25.96

25.96

0.15

Djibouti

+253

2.28

2.28

0.15

Dominica

+1

2.28

2.28

0.15

Dominican Republic

+1

2.28

2.28

0.15

DR of Congo (Zaire)

+243

2.28

2.28

0.15

East Timor

+670

3.98

3.98

0.15

Ecuador

+593

2.28

2.28

0.15

Egypt

+20

2.28

2.28

0.15

El Salvador

+503

2.28

2.28

0.15

Equatorial Guinea

+240

2.28

2.28

0.15

Eritrea

+291

2.28

2.28

0.15

Estonia

+372

2.28

2.28

0.15

Ethiopia

+251

2.28

2.28

0.15

Falkland Islands

+500

8.5

8.5

0.15

Faroe Islands

+298

8.5

8.5

0.15

Fiji

+679

2.28

2.28

0.15

Finland

+358

0.18

2.28

0.15

France

+33

0.18

0.88

0.15

French Guiana

+594

4.2

4.2

0.15

French Polynesia

+689

2.28

2.28

0.15

Gabon

+241

2.28

2.28

0.15

Gambia

+220

2.28

2.28

0.15

Georgia

+995

2.28

2.28

0.15

International Roaming
1. How do I activate International Roaming?

Follow these simple steps:
Step 1: Type your Message
Step 2: Send to Number e.g.: <+65012345678>

2. How do I make calls from overseas?

Follow these simple steps:
Make a call via *120#
Dial *120*  <country code>  <area code>  <phone number>#
E.g., dial *120*601132123456#

Make a call via direct dial
Dial <+>  <country code>  <area code>  <phone number>
E.g., dial +601132123456

3. How do I send International SMS?

Follow these simple steps:
Step 1: Type your Message
Step 2: Send to Number e.g.: <+601132123456>

Altel 365
1. What is Altel 365 and how much does it cost?
Altel 365 allows subscriber to extend the airtime validity to 365 days for only RM28.
2. Can Altel Prepaid customer subscribe to this service?
Yes. All Altel prepaid customer can subscribe to Altel 365.
3. How do I subscribe to Altel 365?
Follow these simple steps:
To subscribe:
1. Dial *102#
2. Choose Extended Validity
3. Choose Extend
To subscribe via SMS:
Send EXTEND to 25835
4. Will I be notified when my Altel 365 is activated?
Yes, you will receive a SMS notification.
Sample – SMS Notification
English: RM0 You have successfully activated your extended validity. Your account is now valid for 365 days. Please note that you are required to reload a minimum of RM30 within the first 6 months. To check your balance and validity, please dial *102#.
5. Will I need to reload after my Altel 365 has been successfully activated?
Yes, you are required to reload a minimum of RM30 during the first 6 months. If there is no reload, your Altel 365 will only be valid for 6 months instead of 365 days.
6. What is the criteria to subscribe Altel 365?
Your current validity must be less than 90days.
7. Will I receive any notification upon reaching the plan validity?
Yes. You will receive a SMS notification 7 days before your Altel 365 expires.
Sample – SMS Notification
English: RM0 Dear valued customer, your Altel 365 plan will expire in 7 days. To continue subscription at RM 28, dial *102# and re-register this plan. Visit Altel.my.
8. Will my Altel 365 be automatically renewed upon expiry?
No, you will need to re-subscribe.
Call Plans
1. What is Altel Call Plan and how much does it cost?
Call 30 plan is a voice plan that allows you to make unlimited on-net calls at RM 30. Validity for this plan is 30 days.
On-Net refers to calls made from Altel to the following mobile service providers:-
a) Altel
b) Tune Talk
c) Smart Pinoy
d) Merchantrade
e) Celcom
f) Red one
g) One XOX
h) Yoodo
2. How do I purchase Call 30 plan?
To subscribe:
1. Dial *102#
2. Choose Call Plan
3. Choose Call 30
To subscribe via SMS:
Send CP to 25835
3. How will I know if I have successfully subscribed to Call 30 plan?
You will receive a SMS notification.
Sample - SMS notification
English: RM0 Your Unlimited Call Plan is activated. Valid until DD/MM/YYYY. T&C applies. TQ
4. Can I make IDD calls with Call 30?
No, you will not be able to make IDD calls for this plan.
5. Will I receive any notification upon reaching the plan validity?
Yes. You will receive a SMS notification on the day that your plan expires.
Sample - SMS notification
English: RM0 Your call plan validity has expired at HH:MM:SS DD/MM/YYYY. You will now be charged pay per use rate. Please dial *102#, select Call Plan to Subscribe.
Credit Transfer
1. What is Credit Transfer?
Credit Transfer allows Altel Prepaid subscribers to transfer or request credit to another Altel subscriber.
2. Who is eligible for this service?
All active Altel subscribers are eligible to perform Credit Transfer. However, recipient can still receive credit even if your account is suspended.
3. Do I need to have a minimum credit balance to enjoy this service?
Yes, the Sender will require to have a minimum credit balance of RM3 after a credit transfer is performed.
4. If the recipient is in an active status but have RM0.00 remaining credit, can he/she still use the service?
Yes, the recipient can still receive and request for credit.
5. What are the charges like?
Refer to below:
CREDIT TRANSFER RATE VALIDITY SERVICE FEE
RM3
RM5
RM15
RM25
1 Day
2 Days
5 Days
7 Days
RM0.50
(APPLY TO SENDER ONLY)

6. How often can I request for this service?
You may perform a maximum of 2 credit transfers per day.
7. What can I use the Credit Transfer for?
The credit received can be used for all services.
8. Why is there a limit on the Credit Transfer amount, validity and number of transfer?
Credit Transfer service is to allow subscribers to send or receive airtime during emergency. It is not a reload channel.
9. How can I transfer or request for Credit Transfer?
Airtime Transfer
To transfer:
• DIAL *102#
• Select Share Credit
• Select Transfer
• Select
1. RM 3
2. RM 5
3. RM 15
4. RM 25
• Key in recipient mobile number
• Select  <Yes>
To transfer via SMS:
Type ATT <transfer value RM>  <recipient phone no> and send to 25835
Example: “ATT 3 01132012345” and send to 25835

Airtime Request
To request:
• DIAL *102#
• Select Share Credit
• Select Request
• Select
1. RM 3
2. RM 5
3. RM 15
4. RM 25
• Key in recipient mobile number
• Select  <Yes>
To request via SMS:
Type ATR <request value RM>  <recipient phone no> and send to 25835
Example: “ATR 3 01132012345” and send to 25835
10. How do I calculate the Credit Transfer validity?
The validity period starts upon successful transaction to the recipient.
11. How can I check the remaining Credit Transfer balance?
To check balance:
• DIAL *102#
• Choose Account Management
• Choose Balance Enquiry
To check balance via SMS:
• SEND SMS BAL to 25835.
**If the recipient has remaining balance the airtime received will be accumulated
12. If my account validity is longer than the received credit transfer validity, which do I follow?
If your account validity is longer, it will remain unchanged. System will auto select the longest validity date.
13. Will I be notified when my Credit Transfer request is successful?
Yes, SMS notification will be sent to both sender and recipient:
Sample – SMS Notification:
Airtime Transfer Sender:
RM0 Your Airtime transfer of RMX to 01XXXXXXXXX is successful. RMX.XX is deducted from your account. Your new balance is RMXX.XX

Airtime Transfer Recipient:
RM0 01XXXXXXXXX has transferred RMX.XX to you. Dial *102# to check your new balance

Airtime Request Requestor:
Your credit request of RMX from 01XXXXXXXXX is successful. Dial *102# to check your new balance.

Airtime Request Sender:
Credit request of RMX by 01XXXXXXXXX is successful. RMX.XX has been charged from your account. Your new balance is RMXX
14. What will happen if I send wrong keyword for Credit Transfer?
You will receive the following notification: "Invalid command". For help, please type ATT HELP and send to 25835.
4G LTE
1. What is 4G LTE?
4G is the fourth generation of mobile network technology. Specifically, 4G LTE means “fourth-generation long term evolution,” with LTE being a type of 4G that delivers the fastest connection for a mobile internet experience – up to 10 times faster than 3G.
2. What is the typical speed of LTE?
In normal environment downloading is between 10Mbps to 20Mbps while uploading is between 5Mbps to 10Mbps.
The speed may vary between users and it is subject to the device used, hardware and software limitations, geographical location, traffic, source of the website or contents etc.
3. Where can I experience 4G LTE?
4G LTE is now available at all major areas across the country.
4. How do I enjoy 4G services?
All Altel customers can enjoy 4G services as long as they sign up for the Mobile Internet Plan. You will need to have a LTE supported mobile phone and the 64K SIM card to enjoy the 4G service.
5. Currently I am using 32K SIM card. Can I enjoy 4G LTE?
You are required to do a SIM replacement from 32K to 64K USIM which is free of charge at any of our dealers.
6. How do I know that I am connected to LTE?
You are connected to LTE when 4G or LTE signal is displayed on your mobile screen.
7. I can’t connect to 4G LTE what may be the possible issues?
There are a few possibilities:
• You are in LTE coverage areas,
• You are using a registered Altel 64K USIM
• You are subscribed to Altel Internet Plan
• Your phone/device is LTE compliance
8. What happens if I’m in a non 4G LTE coverage area?
In the area where 4G has not been deployed, you will be seamlessly switched to 3G connectivity.
9. What are the Internet Plans eligible for LTE and what is the rate for each plan?
Data Price(RM) Plan Validity
500MB 2.00 Daily 1 day
1GB 3.00 Daily 1 day
1GB 5.00 Weekly 7 days
2GB 10.00 Weekly 7 days
5GB 30.00 Monthly 30 days
10GB 50.00 Monthly 30 days
20GB 90.00 Monthly 30 days
Upon reaching the allocated quota, you will be throttled to basic internet within the validity period.
10. If I subscribe to 1GB of data, what applications can I use with it and how long can it last within the subscription period?
Generally the consumption of 1GB of data is equivalent to retrieving 20,000 emails or surfing 3,000 webpages or downloading 500 songs 100 videos.
Examples are based on the assumption of average industry usage:
One Webpage at 0.3 MB
One Email at 0.05 MB
One Song at 2 MB
One Short Video at 10 MB
Switch To Altel
1. What is MNP (Mobile Number Portability)
MNP is Mobile Number Portability where you can keep your mobile number and switch to Altel. You are required to bring your IC or Passport. To locate a dealer near you refer to Dealer Locator
2. What happens to the credit balance from my current mobile service provider? Will it be carried forward?
No, credit balance from your previous mobile service provider will be forfeited. Please ensure your account remains active during this process.
3. Why is my MNP request rejected?
You will need to check with your current service provider. There are a few possibilities:
a) Account inactive
b) Wrong information e.g. incorrect IC No.
c) Your current number is not registered under your own name or IC/Passport no
d) Your account may have supplementary lines
e) You have a contract with your current mobile service provider
f) You may have outstanding balance
g) You may be blacklisted by other mobile service provider
4. Is there any cost for MNP?
No, it is free
5. Since the MNP is FREE, will there be any preloaded airtime in the sim card?
Yes, it comes with preloaded RM3.00 worth of airtime credit and 200 MB data. Customer can enjoy it once they have made the first call.