ONEXOX BLACK Frequently Asked Questions

GENERAL

1.       What are the BLACK plans available for subscription?
We have several BLACK plans for you to choose from. Please refer to the table below:

 

     *Fair Usage Policy applies.

2.       When will the new BLACK data quota be available?

The new BLACK data quota will be available starting on 24^th September 2024 for new Subscribers. Existing ONEXOX BLACK Subscribers will enjoy the increased data quota on their next Billing Cycle.

3.       How do I sign up for a BLACK plan?
There are a few channels for you to sign up for a BLACK plan:

a.       XOX and ONEXOX Authorized Dealers

b.       XOX Physical Outlets (XOX Space, X-force, XCCs, & XPPs)

c.       XOX Online Store

d.       Dealer Affiliate Online Store

4.       Can I sign up for a BLACK plan if I am not a Malaysian?

Sure, you can. Everyone is welcomed to enjoy our BLACK plans! You may reach out to any of our XOX Authorized Outlets or XOX or ONEXOX Authorized Dealers to sign up.

 

5.       Who is eligible to register for BLACK plans?
Subscribers must be eighteen (18) years of age and above with a valid NRIC or passport to register. If you are below the age of 18 years, you can still register, but we would require parental consent from your parents.

If you are not a Malaysian, you must possess a valid passport with a remaining validity period of no less than six (6) months and a bank account from any Banks registered in Malaysia.

6.       Can I keep my existing number and switch to BLACK plans?
Of course, you can! Switch to BLACK plans here. If you’re an existing ONEXOX Prepaid, WAWA Prepaid, TBG Prepaid, or MySISWA Prepaid Subscriber, you can COP to BLACK plans while keeping your number.
MNP is currently not available for non-Malaysians.

7.       How many BLACK lines can I register?
You can register up to FIVE (5) lines under one NRIC or passport!

8.       Is there an app for me to manage my account?
Yes, you can manage your account with ease on the BLACK App – available on both the App Store and Google Play Store.

9.       Does BLACK have eSIM?
Yes, we do! To enjoy BLACK with eSIM, head over here for more information.

 

QUOTA BALANCE

10.   Is there a limit to how much quota I can carry forward?
For talk time and SMS, there is no limit so you can carry forward as much as you like!

11.   What does “Unlimited Calls” mean?
Unlimited Calls mean you have the freedom to chat away with all your besties! However, do take note that Unlimited Calls cannot be carried forward and it is subjected to our Terms and Conditions and Fair Usage Policy (FUP).
 

12.   Since I already have unlimited calls, what will happen to the talk time minutes when I purchase Season Pass or Happy Hour?
It will be all yours, of course! The minutes purchased will be stored in your BLACK counter, and you may carry forward and share the minutes to your friends and family that are subscribed to XOX. Please note that Unlimited Calls cannot be carried forward or shared to other XOX Subscribers.

13.   How do I check my quota balance (data, talk time, and SMS)?
You can easily check your quota balance at the following channels below:

a.       SMS – Send BAL to 22111 or 23388

b.       USSD Easy Menu – Dial *150#

c.       BLACK App

d.       XOX Self Care

 

CHANGE OF PLAN

14.   How can I change my current BLACK plan to other BLACK plans?
There are a few methods for you to change your BLACK plan:

a.       BLACK App – Head over to “XOX Mobile”, click on “Change Plan” under your account and proceed with the required payment.

b.       XOX Self Care – Head over to the “My Profile” tab, click on “Change Plan”, and proceed with the required payment.

c.       XOX Customer Service – 12273 (XOX Subscribers) or 1300 888 010 (non-XOX Subscribers).

Unfortunately, Upgrade/Downgrade BLACK plan is currently unavailable for non-Malaysians.

15.   How much do I need to pay if I request for a change of plan?
Upon requesting for a change of plan, you will need to pay the listed amount for the plan change to be successful.

Total Amount = Amount Due* (if any) + 1 Month of Current Plan Commitment + 1 Month of Advance Payment of New Plan + Additional Deposit (if any)
*Amount Due refers to any outstanding amount not inclusive of your current plan commitment.

Please refer to the tables below as examples:

Change of BLACK Plan by Malaysian Subscriber (No Additional Deposit Required)

 

BLACK Plan	Current	Change To
	B10	B39DB
Amount Due (if any)	RMX
Current Plan Commitment	RM10.00
New Plan Commitment	RM39.00
Total Payment	RM49.00

 

Change of BLACK Plan by Non-Malaysian Subscriber (Additional Deposit Required)

BLACK Plan	Current	Change To
	B39DB	B89DB
Amount Due (if any)	RMX
Initial Deposit	RM78.00
Current Plan Commitment	RM39.00
New Plan Commitment	RM89.00
Additional Deposit (if any)	RM40.00
Total Payment	RM168.00

*Additional Deposit = New Deposit – Initial Deposit

Example: (RM89 x 2) – RM78 = RM100

Change of BLACK Plan by Non-Malaysian Subscriber (No Additional Deposit Required)

BLACK Plan	Current	Change To
	B39DB	B89DB
Amount Due (if any)	RMX
Initial Deposit	RM78.00
Current Plan Commitment	RM39.00
New Plan Commitment	RM89.00
Additional Deposit (if any)	RM0.00
Total Payment	RM128.00

 

16.   When will my new plan start?
Your new plan will begin on the same day if the request to change plan is successful. The billing cycle date will now also be updated to 1 day earlier from the date of the successful request to change plan.

 

Any registration, port-in (MNP), or change of plans which fall on the 29^th, 30^th, or 31^st of the month will be set to 28^th due to the standardization of days in a month.

 

Example 1

The previous bill cycle is on the 20^th of each month. The request to change plan was requested and successful on 15^th January. Hence, the new plan will now take immediate effect and the new billing cycle date is on the 14^th of each month.

 

Example 2

The previous bill cycle is on the 1^st of each month. The request to change plan was requested and successful on 30^th January. Hence, the new plan will now take immediate effect and the new billing cycle date is on the 28^th of each month.

 

17.   What will happen to the existing data, talk time, and SMS that I have carried forward?
Don’t worry, they will all be carried forward from your current plan to the new plan! Please note that the limit for data to be carried forward is 100GB.

18.   How many times can I request for a change of BLACK plan?
You can request a change of plan ONCE (1) every billing cycle. If a request has already been proceeded, the subsequent request can only be requested upon the completion of the billing cycle.

19.   How can I COBP from ONEXOX Prepaid, WAWA Prepaid, TBG Prepaid, or MySISWA Prepaid to BLACK?
You can COBP to BLACK via BLACK App or XOX Self Care.

                Unfortunately, COBP is currently unavailable for non-Malaysians.

20.   How long does it take to upgrade from Prepaid plans to BLACK plans?
The upgrade will be within 24 hours! You may experience some disruption during the upgrading process but please be patient with us.

 

21.   What happens to my leftover data, talk time, and SMS in my Prepaid account if I switch to BLACK?
All your leftover quota will be transferred to your BLACK account. Please note that the limit for data to be carried forward is 100GB.

22.   What happens to the credit in my Prepaid account if I switch to BLACK?
Don’t worry, all remaining credit will be transferred to your BLACK account!

23.   Can I use my balance/credit in my Prepaid account as a pre-payment for my BLACK plan?
Yes, you may use the credit to make the pre-payment to upgrade to a BLACK plan.

24.   Can I switch from BLACK to ONEXOX Prepaid, WAWA Prepaid, TBG Prepaid, or MySISWA Prepaid?

Yes, you can! You can make the switch through the following channels:

a.       BLACK App

b.       XOX Self Care

c.       XOX Customer Service – Call 12273

25.   What will happen to my deposit if I switch from BLACK to ONEXOX Prepaid, WAWA Prepaid, TBG Prepaid, or MySISWA Prepaid?
When you switch from BLACK to Prepaid, your deposit will be automatically transferred to your Airtime.

26.   When can I switch from BLACK to ONEXOX Prepaid, WAWA Prepaid, TBG Prepaid, or MySISWA Prepaid?
You can switch from BLACK to Prepaid at any time except on the day of your billing cycle and three (3) days after your billing cycle. You can send in your request to switch from BLACK to Prepaid again three (3) days after your billing cycle.

For example, your billing cycle is on the 20^th January 2022. You will be unable to change to Prepaid from 20^th – 23^rd January 2022. You can try again on 24^th January 2022.

27.   Can I still carry forward my data, talk time, and SMS when I switch to ONEXOX Prepaid, WAWA Prepaid, TBG Prepaid, or MySISWA Prepaid?
Unfortunately, you will have to bid farewell to your data, talk time, and SMS. So, you might want to stay with your BLACK plan! However, if you still wish to proceed with the change to Prepaid, remember to clear off any outstanding payment.

 

BLACK BILL PAYMENT

28.   Where can I pay my BLACK bill?
There are a few platforms for you to pay your BLACK bill:

a.       BLACK App

b.       XOX Self Care

c.       XOX FAST

d.       XOX Service Centres

e.       Purchase Reload Vouchers & Pay via 22111, 23388, or Dial *150#

f.        Authorized BLACK Dealer

29.   When do I need to pay my BLACK bill?
Payments need to be made ONE (1) day before your plan refreshes to the next billing cycle.

30.   When will I receive my BLACK bill?
You will receive your BLACK Bill Statement at the end of your billing cycle each month. If you signed up on the 10^th of the month, you would receive your statement on the 10^th of the following months.

31.   Are there any SST charges for BLACK?
Yes, a 6% SST will be charged to your bill at the end of your billing cycle.

32.   What is advance payment?
An advance payment is charged when you newly registered, port-in (MNP), or requested for a change of plan – in which the amount would be used to offset your first month’s bill. The advance payment is the equivalent of your new plan’s monthly fee.

33.   Do I need to pay any deposit for my BLACK plan subscription?

A deposit equivalent to the sum of two (2) months of the monthly commitment of the Plan subscribed is chargeable to non-Malaysians subscribing for the Plan(s).

 

34.   I paid extra as pre-payment or payment for bill. What will happen to the over-payment?
It will be carried forward and reflected in your next BLACK Bill Statement. Any additional payments made will be carried forward and reflected in your BLACK Bill Statement as negative amount due.

 

For example, if a BLACK Subscriber subscribes to B10 and made a pre-payment of RM20, the additional RM10 will be reflected in their next BLACK Bill Statement as long as they did not use the RM10 in their current month.

35.   If I make a pre-payment for 12 months, will I receive the total quota for 12 months at one go?
For all BLACK plans, the quotas (data, talk time, SMS) are credited on a monthly basis based on your monthly renewal cycle. Even if you made a pre-payment for a total of 12 months, you will only receive the total quota for ONE (1) month at once.

 

SHARING

36.   Which of the BLACK plans can share or receive quota from other XOX Mobile Subscribers?

*All Data Buffet (DB) plans are not able to do sharing but may receive quota from other XOX Mobile Subscribers.

37.   Can I share my quota to other XOX Mobile Subscribers?
Yes, you may as long as your account is active. You may share ONCE (1) a day for SMS and THRICE (3) a day for data and talk time to both Prepaid and ONEXOX BLACK Subscribers.

38.   Where and how can I do the sharing?
You may share via BLACK App or XOX Self Care. You may also share via SMS or the Easy Menu.

 

*There will be a RM0.50 charge each time you share data, talk time, or SMS.

 

39.   Is there a limit on how much data, talk time, or SMS I can share?

For minutes, you can share as much as you want each time. On the other hand, you may share up to 50 SMS and up to 10GB for data each time.

40.   Can I use my BLACK data for hotspot?

Yes, most definitely. Sharing is caring!                

41.   I used up all my quota. What should I do?
Fret not! We have a whole range of Season Pass for you. Check them out right here or on BLACK App.

You can also purchase data add-on via:

a.       USSD Easy Menu – Dial *150# > 3 > 1

b.       BLACK App – XOX Mobile > Add-on Data

c.       XOX Self Care – Individual Plans > Add-on Data

 

Below are our pay-per-use rates for talk time and SMS:

 

Other than that, you can keep an eye out for our Happy Hour promotions that takes place on selected days. Visit ONEXOX Facebook page for more info!

 

42.   Can I make international calls with my BLACK plan?

Yes, you can! However, calls made to overseas will not use the minutes from your BLACK account; it will be subjected to our International Direct Dialling (IDD) rates, which you may refer to here. 

 

CREDIT EXTENSION

43.   What does credit extension mean?
Credit extension is an advance credit that is allocated to BLACK Subscribers for the use of our services.

44.   Does BLACK have credit extension?
Yes. Credit extension will be available for all BLACK Subscribers from 3^rd January 2019 onwards.

45.   What can I use the credit extension for?
You can utilize the credit extension for pay-per-use calls and SMS, purchase of Season Pass, Happy Hour and add-ons, and share data, talk time, and/or SMS, as well as premium content.

46.   What happens if I use up my monthly credit extension?
You will have to make payment to settle the bill in order to continue enjoying our services.

47.   How do I maintain the full amount of credit extension in my account each month?
All you have to do is pay your monthly bill on time! It’s that easy.

48.   Can I request for additional credit extension?
Your wish is our command and it’s FOC too! Call us at 12273 to request for additional credit extension.

 

ACCOUNT STATUS

49.   If I always pay my bills on time, what status would my account be?
Your account status would be Active if you always pay your bills on time.

50.   What happens if I don’t pay my bill after my payment due date?
If you fail to pay your bills after your payment due date, you are still allowed to make your overdue payment and continue utilizing the data, calls, and/or SMS in your account or shared to you by other XOX Subscribers. However, do remember to pay your bills on time to ensure uninterrupted service.

51.   What happens if I don’t pay my bill 30 days after my payment due date?
Your account would be barred, which means you will only be able to receive incoming calls and SMS. You will not be able to utilize any data, calls, and/or SMS in your account or shared to you by other XOX Subscribers.
  

52.   What happens if I don’t pay my bill 60 days after my payment due date?

Your account would be blocked, which means you will not be able to use data and make any outgoing calls or receive any incoming calls and SMS.

 

53.   What happens if I don’t pay my bill 90 days after my payment due date?

Your account would be automatically terminated. You would not be able to retrieve any of your credit extension, data, talk time, and SMS.

Example:

 

The BLACK Bill Statement will be sent to the Subscriber 30 days before the payment due date. Referring to the BLACK Bill Statement above as an example, Subscriber received the BLACK Bill Statement on 19/10/2022 and is encouraged to pay before the payment due date, 19/11/2022.

Please refer to the table below for the situations and consequences if Subscriber fails to pay the complete bill 30, 60, or 90 days after the payment due date. This also applies to Subscribers who do not pay the complete bill.

Situation	Date	Account Status
Payment Due Date	19/11/2022	Active
30 Days After Payment Due Date	19/12/2022 – 17/01/2023	Barred
60 Days After Payment Due Date	18/01/2023 – 16/02/2023	Blocked
90 Days After Payment Due Date	From 17/02/2023 Onwards	Terminated

*Subscriber’s account will remain active until 18/12/2022. Subscriber will have a grace period of 30 days to make the overdue payment before the account is barred.

               

54.   If I paid half of my bill before the payment due date, will my account be barred, blocked, or terminated?
Yes, you must pay the complete bill before the payment due date to ensure that your account does not become barred, blocked, or terminated.

As an example, if you only paid half of your bill and it has been 60 days after your payment due date, your account will be blocked. You will not be able to use data and make any outgoing calls or receive any incoming calls and SMS.

 

55.   My account is barred/blocked. What should I do?
Head over to BLACK App,  XOX Self Care, or XOX FAST to pay your bills.

56.   Help! The problem I’m experiencing isn’t in the FAQ.
We are sorry to hear that. Please reach out to us at the following channels below for further assistance:

a.       Drop us a message on our ONEXOX Facebook page

b.       Call 12273 (Mon-Sun, 8am to 10pm) if you are an existing XOX Subscriber

c.       Call 1300 888 010 (Mon-Sun, 8am to 10pm) if you are calling from a non-XOX Mobile number (charges applied).

d.       Call +603 7800 0033 (Mon-Sun, 8am to 10pm (GMT+8)) if you are calling from overseas (Calling from Abroad - charges applied).

 

 

Last Updated on 23^rd October 2024