ONEXOX BLACK FAQ

What is ONEXOX BLACK?
ONEXOX BLACK is neither Prepaid nor Postpaid! It is not your typical mobile plan, but a new category of mobile plan that is going to re-shape the telecommunication industry. Wouldn’t it be great if all your unused/extra data, minutes & SMS are not wasted? Look no further because with ONEXOX BLACK, all items in the BLACK account will be carried forward forever! #BURNPROOF! This also means that you can surf freely with any chosen ONEXOX BLACK plan WITHOUT additional steps like activating data from our current Season Pass!
What is the different between ONEXOX BLACK vs other conventional mobile plan?

· Burn Proof – All unused data, minutes and SMS will not be burned and will be carried forward FOREVER as long the subscriber’s account is still ACTIVE!

· No Contract – No worries about being bounded by anything! Enjoy contract free with ONEXOX BLACK plans!

· 24/7 High Speed Internet* – No speed throttled with ONEXOX BLACK! Use 24/7 high speed internet whenever you want & wherever you go.

* 1. Data will not be capped and will be at the fastest speed capacity as per the area coverage of the subscriber.
2. There will be no data capping or throttle of any kind after a subscriber has subscribed to a data plan.

What will happen to the FREE 36GB (30GB+6GB) that XOX Prepaid subscribers have when they convert to ONEXOX BLACK?
Existing XOX Prepaid subscribers who convert to ONEXOX BLACK will stop enjoying the FREE 36GB (30GB+6GB).

*This is NOT applicable to new subscribers who subscribe to a ONEXOX BLACK plan*

What are the benefits of signing up for a ONEXOX BLACK plan?

· Enjoy surfing high speed internet, call and SMS to all networks.

· Enjoy UNLIMITED auto carry forward their unused data quota, minutes and SMS every month.

What will happen to my ONEXOX BLACK bill after 1 September 2018?

In the ONEXOX BLACK bill, taxable charges up to 31st Aug 2018 are still subject to GST at zero rate (0%), whereas taxable charges related to 1 September 2018 onwards will be subjected to service tax at 6%.

What will happen to my ONEXOX BLACK bill after 1 September 2018?

In the ONEXOX BLACK bill, taxable charges up to 31st Aug 2018 are still subject to GST at zero rate (0%), whereas taxable charges related to 1 September 2018 onwards will be subjected to service tax at 6%.

Will customers be charged service tax during the ONEXOX BLACK registration?

No, service tax is not chargeable upon the ONEXOX BLACK registration. The 6% service tax is only chargeable in customer’s monthly bill.

Black Faq
What are the taxable items in customers ONEXOX BLACK bill?

6% service tax is applicable to items or services that are provided by ONEXOX such as Monthly Charges, Usage in Calls and SMS (Domestic/International/Roaming), Data Add On, Season Pass & Happy Hour purchase and Value Added Services (VAS).

What are the FREEBIES that I will receive and how?

Minutes (voice call to all network) will be credited to your BLACK account according to the Services Tax of your bill. You will get ONE (1) minute for every RM0.15 of Service Tax that charge to your bill. Once the freebies credited into to your BLACK account, you will receive a notification (SMS).

Using Reload Voucher to Make Payment for BLACK


Effective 1 September 2018, the 6% Service Tax Charges implementation is charged into the Monthly Bill. Hence, customers will receive FULL credit upon every successful reload for BLACK.

Black Reload Voucher
Will there be any impact upon the customer performs a top up with a prepaid reload voucher?

No. Customers will receive the full amount upon successful reload into BLACK account.

How do new subscribers & existing XOX Prepaid subscribers sign up for a ONEXOX BLACK plan?
switch to ONEXOX BLACK via SMS, Service Centres,authorised dealers and Careline
I am a XOX Prepaid subscriber and I have RM100 credit in my XOX Prepaid account. Will my credit be burned once I upgrade to ONEXOX BLACK?
When XOX Prepaid subscribers upgrade to a ONEXOX BLACK plan, their XOX prepaid credit balance will be transferred to their ONEXOX BLACK account and will be reflected in their BLACK statement.
Do I need to make any payment when I sign up for a ONEXOX BLACK plan?
Yes, both new ONEXOX BLACK subscribers & existing ONEXOX Prepaid subscribers who upgrade to ONEXOX BLACK will need to make a pre-payment of their selected ONEXOX BLACK plan. Please refer to the table below for more info. No7
Can I pay more than my ‘Required’ pre-payment when I subscribe to a ONEXOX BLACK plan?
Definitely! ONEXOX BLACK subscribers who make additional pre-payment that is more than their ONEXOX BLACK plan will not be burned; however, it will be carried forward and reflected in their next BLACK statement. For example, if a ONEXOX BLACK subscriber who subscribes to B39 and makes a pre-payment of RM49, the additional RM10 will be reflected in their next BLACK statement as long as they did not utilised the RM10 in their current month.
If I subscribe to a B59 plan and make a pre-payment of 12 months (RM708), will I receive the data, minutes & SMS of my selected ONEXOX BLACK plan in one go?
For all ONEXOX BLACK plans, data, minutes and SMS will be given on a monthly basis upon their monthly renewal cycle. This means that for example, if a ONEXOX BLACK subscriber subscribes B59 on 1 January 2018 & makes a pre-payment of RM708 (12 months), the subscriber will not receive the full quota (144GB, 1,200 minutes & 1,200 SMS) at once.
Can I use my balance in my XOX Prepaid account to offset my pre-payment for my selected ONEXOX BLACK plan?
No. ONEXOX BLACK subscribers will still need to pay the pre-payment their preferred ONEXOX BLACK plan upon signing up. When XOX Prepaid subscribers have changed to ONEXOX BLACK & made the respective pre-payment, they will receive an SMS informing them that they have made a payment of ‘RMXXX.XX’.
What will happen to the items in XOX Prepaid account on I switch to a ONEXOX BLACK plan?
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How much data can XOX Prepaid subscribers carry forward to their ONEXOX BLACK account after upgraded successfully?

· Up to a MAXIMUM of 100GB

· For example, if a XOX Prepaid subscriber has 200GB in their XOX Prepaid Season Pass and they upgrade to ONEXOX BLACK, they will only have 100GB in their ONEXOX BLACK account.

How much data can I carry forward once I am subscribed to a ONEXOX BLACK plan?
Up to a MAXIMUM of 100GB
Can I purchase any Happy Hour promo & Season Pass packages?
ONEXOX BLACK subscribers will be able to purchase our Happy Hour promos & Season Pass packages if they need additional data provided that they have sufficient pre-payment or credit in their ONEXOX BLACK account & that their total data in their ONEXOX BLACK account does not exceed 100GB after the relevant purchase.
ONEXOX BLACK subscribers running out of data before new cycle? Just purchase our Add On packages! YES, all data will be #BURNPROOF!
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*ONEXOX BLACK subscribers will only be able to purchase Add On packages provided that they have sufficient pre-payment or credit in their ONEXOX BLACK account

Do I need to manually activate the data once I purchased any Happy Hour promo, Season Pass or Add On packages?
Nope! Once they purchased any Happy Hour promo, Season Pass or Add On packages, the data will automatically be stored in their ONEXOX BLACK account & they do not need to activate data from their Season Pass counter unlike currently.
How much data, minutes & SMS can I share with other XOX subscribers?
ONEXOX BLACK subscribers can share a maximum of 10GB each time (Limited to 3 times a day), minutes & SMS to all XOX subscribers depending on the balance of the said items in their ONEXOX BLACK account.
Can I use hotspot with the ONEXOX BLACK plans that I subscribed?
Yes. There is no limitation of data while using hotstpot.
What happens if I utilised my data, minutes & SMS in my ONEXOX BLACK account?

· For minutes, ONEXOX BLACK subscribers can also choose to purchase our Happy Hour promo (333min @ RM30) or Season Pass minute package (999min @ RM90) or Season Pass combo packages (10GB + 333min @ RM80 & 20GB + 333min @ RM130).

· Once they have utilized all minutes in their ONEXOX BLACK account, they will be charged based on the ‘Pay per use’ rate which is RM0.15/minute based on the 30 seconds block provided that they have sufficient pre-payment or credit in their ONEXOX BLACK account.

· For SMS, subscriber will be charged the ‘Pay per use’ rate for SMS which is RM0.10 per SMS provided that they have sufficient pre-payment or credit in their ONEXOX BLACK account.

· For data, subscribers can get additional data by purchasing our Happy Hour promos, any Season Pass or Add On packages provided that their total GB in their ONEXOX BLACK account does not exceed 100GB after their respective purchase.

*ONEXOX BLACK subscribers can only purchases our Happy Hour promo or Season Pass packages provided that they have sufficient pre-payment or credit in their ONEXOX BLACK account.

*Once they purchased any Happy Hour promo or Season Pass packages, the data will automatically be stored in their ONEXOX BLACK account & they do not need to activate data from their Season Pass counter unlike currently.

*There is no ‘Pay per use’ rate for data once ONEXOX BLACK subscribers have utilized all their data in their ONEXOX BLACK account.

Table of ‘Pay Per Use’ rate for easier understanding.
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Can I use any data, calls & SMS from my ONEXOX BLACK counter once my account is blocked or barred?
No, subscribers will not be able to use any data, calls & SMS once their account has been barred or blocked. *Barred Status – Only able to receive incoming calls & SMS *Blocked Status – Not applicable for any incoming or outgoing activities (Calls & SMS)

*Barred Status – Only able to receive incoming calls & SMS

*Blocked Status – Not applicable for any incoming or outgoing activities (Calls & SMS)

Can I use any data, calls & SMS that was shared to me by other XOX subscribers when my ONEXOX BLACK account is blocked or barred?
No, subscribers will not be able to use any data, calls & SMS once their account has been barred or blocked.

*Barred Status – Only able to receive incoming calls & SMS

*Blocked Status – Not applicable for any incoming or outgoing activities (Calls & SMS)

When will I receive his/her BLACK statement if I sign up for a ONEXOX BLACK plan on 26 January 2018?
The subscriber will receive the e-BLACK statement/printed BLACK statement (If requested) on 26 February 2018.
Will I receive a softcopy or hardcopy monthly statement to indicate that it is time to make payment for my monthly usage?
Yes, a softcopy monthly statement will be sent to the subscriber’s registered email without any charges. ONEXOX BLACK subscribers can also request for a hardcopy monthly statement with an additional charge of RM5
How can ONEXOX BLACK subscribers make payment?
Yes, a softcopy monthly statement will be sent to the subscriber’s registered email without any charges. ONEXOX BLACK subscribers can also request for a hardcopy monthly statement with an additional charge of RM5
How can ONEXOX BLACK subscribers make payment?
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Will ONEXOX BLACK subscribers be able to switch between our available ONEXOX BLACK plans?
Yes, subscribers will be able to switch between our available ONEXOX BLACK plans by calling our customer careline at 12273. They must also not have any outstanding payment.
Can a ONEXOX BLACK subscribers downgrade back to a ONEXOX Prepaid plan?

· ONEXOX BLACK subscribers will be able to downgrade back to ONEXOX Prepaid plan while still retaining the same number.

· However, all items (Credit, data, minutes, SMS & loyalty points) in the subscriber’s ONEXOX BLACK account will NOT be carried back to the ONEXOX Prepaid account

· They must also not have any outstanding payment in order to downgrade back to ONEXOX Prepaid plan

*Why would you want to downgrade when you already have the BEST mobile plan in the market!*

ONEXOX Prepaid Upgrade to BLACK via SMS Service FAQ

Is there an easy way to upgrade to BLACK?

There is an easier way upgrade to ONEXOX BLACK by yourself. Introduce you to BLACK Upgrade SMS, this is available for all XOX Prepaid subscribers who wish to upgrade from their current prepaid plan to ONEXOX BLACK instantly.

I am a XOX Prepaid user, so how do I upgrade to BLACK via SMS?

Choose your preferred BLACK plan and send to 23388 or 22111.

For example: Send CHGB39 to 23388

Keywords Upgrade to BLACK Plan Charges as Pre-payment (RM)
CHGB10 B10 RM10
CHGB39 B39 RM39
CHGB59 B59 RM59
CHGB89 B89 RM89
CHGB149 B149 RM149
Do I need to make any online payment when I upgrade to BLACK?

Don’t need. During BLACK upgrading services, we will deduct prepayment from your prepaid credit based on BLACK plan you chose.

Tip: Do ensure you have sufficient prepaid credit before send SMS for BLACK Upgrade!

How long do I need to wait for BLACK upgrade through SMS?

Your upgrading will be done in 24 hours!

UPGRADE ONEXOX BLACK PLANS ON XOX SELF CARE – FAQ

Where on XOX Self Care do I go to upgrade my ONEXOX BLACK plan?

After you log in to XOX Selfcare , go to the My Profile tab and click on Change Plan and you may upgrade from there.

Who will be able to utilise this feature?

All existing ONEXOX BLACK subscribers can use this feature. The Change Plan button will appear in the My Profile tab for all ONEXOX BLACK users.

Do I need to pay anything to upgrade my plan?

You need to pay the pre-payment of your selected plan only. For example: You upgrade to B59 which is RM59, so you need to make the pre-payment of RM59 before you can proceed to upgrade. Any other outstanding payment will be brought forward to the next billing cycle.

Are there any additional charges for upgrading my BLACK plan?

No, you will not be charged for upgrading the plan. You will only need to pay the pre-payment of your new plan.

When will my new plan take effect?

The new plan will take effect on your next billing cycle. For example, your bill is due every 10th of the month. Let’s say you request to upgrade your plan on 20 July, your new plan will only take effect on the 10 August.

When will my new plan take effect?

Yes, you may experience service interruption up to 5 minutes until the upgrading service is completed, however the service interruption lead time is an estimated depending on occasional system condition vary from time to time.

How would I know if I managed to successfully upgrade my plan?

You will receive a SMS to notify you that your plan is successfully upgraded.

What will happen to my existing data, talktime and SMS that I carried forward from my previous months?

They will all be carried forward from your current plan to the plan you upgrade.

What other ways can I upgrade my plan besides on Self Care?

You may call our customer service to upgrade. You may contact us at 12273 if you are calling from your ONEXOX Prepaid and BLACK number, and 1300888010 if you are calling from a non-XOX MOBILE number. For those who are overseas, you may contact us at 603–7882 4952. Contacting us other than calling the toll free number may incur charges.

Can I change to a lower BLACK plan?

Yes, we’re flexible with what you choose. You may change on Self Care or call our customer service.

Let’s say I upgrade my plan the first time, and I have made the pre-payment. But before the next billing cycle, I change my mind and want to upgrade to another BLACK plan instead. So when I upgrade again, what will happen to the pre-payment that I paid during the first upgrade

The pre-payment from the first upgrade will be taken as a payment and it will be reflected in your amount due.

If I upgrade the second time before the next billing cycle, will I need to pay the pre-payment amount in full?

Yes, you need to pay the prepayment amount in full during the second upgrade. The same thing applies if you want to change to a lower plan the second time before the next billing cycle; you need to make the prepayment in full.

Upgrade BLACK Plans via SMS

How do I upgrade my ONEXOX BLACK plan via SMS?

Send the command code of the BLACK plan you want to 23388. For example: Send GETB59 to 23388

Code BLACK plan Charges as Pre-payment (RM)
GETB10 B10 RM10
GETB39 B39 RM39
GETB59 B59 RM59
GETB89 B89 RM89
GETB149 B149 RM149

Who will be able to utilise this feature?

All existing ONEXOX BLACK subscribers can use this feature, but you can only upgrade your plan ONCE in each billing cycle via SMS.

Who will be able to utilise this feature?

All existing ONEXOX BLACK subscribers can use this feature, but you can only upgrade your plan ONCE in each billing cycle via SMS.

When can I upgrade my plan via SMS again?

You would need to wait till the next billing cycle to upgrade your plan again. For example, your bill is due every 12th of the month. Let’s say you request to upgrade your plan on 22nd August, and if you want to upgrade again, you need to wait till 12th September to do so.

Do I need to pay anything to upgrade my plan?

You need to pay the pre-payment of your selected plan only. For example: You upgrade to B59 which is RM59, so you need to make the pre-payment of RM59 before you can proceed to upgrade. Any other outstanding payment will be brought forward to the next billing cycle.

How do I make the pre-payment via SMS?

Pre-payment will be charged to your BLACK account, so you would need to ensure you have enough credit in your account to make the pre-payment for the plan you want.

Are there any additional charges for upgrading my BLACK plan?

No, you will not be charged for upgrading the plan. You will only need to pay the pre-payment of your new plan.

If I upgrade my plan on Self Care before or after I upgrade my plan via SMS within the same billing cycle, can I upgrade my plan again?

No, you cannot upgrade via SMS within the same cycle. If you upgraded on Self Care the first time, you may upgrade on Self Care again in the same billing cycle. Refer to the table below to understand the scenarios better.

Scenario Multiple upgrades allowed?
Upgrade on Self Care first, then on SMS in the same billing cycle No
Upgrade on SMS first, then on SMS in the same billing cycle No
Upgrade on SMS first, then on Self Care in the same billing cycle No
Upgrade on Self Care first, then on Self Care in the same billing cycle Yes

When will my new plan take effect?

The new plan will take effect on your next billing cycle. For example, your bill is due every 12th of the month. Let’s say you request to upgrade your plan on 22nd August, your new plan will only take effect on 12th September.

How would I know if I managed to successfully upgrade my plan?

You will receive a SMS to notify you that your plan is successfully upgraded.

What will happen to my existing data, talktime and SMS that I carried forward from my previous months?

They will all be carried forward from your current plan to the plan you upgrade.

What other ways can I upgrade my plan besides via SMS?

You may upgrade via XOX Self Care XOX Self Care or on Easy Menu – *150#. You may also call our customer service to upgrade. You may contact us at 12273 if you are calling from your ONEXOX Prepaid and BLACK number, and 1300888010 if you are calling from a non-XOX MOBILE number. For those who are overseas, you may contact us at 603–7882 4952. Contacting us other than calling the toll free number may incur charges.

Can I change to a lower BLACK plan?

Yes, we’re flexible with what you choose. You may change via SMS, on Easy Menu – *150#, on XOX Self Care or call our customer service.

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