General Frequently Asked Questions

 

1.       Who is XOX?

XOX is a Mobile Virtual Network Operator (MVNO) that partners with CelcomDigi Berhad to deliver nationwide mobile coverage. Through this partnership, XOX uses CelcomDigi’s network infrastructure to provide a range of mobile plans and services to customers across Malaysia.

2.       Does XOX belong to CelcomDigi?

No. XOX is an independent company. We work with CelcomDigi under a commercial partnership that allows us to use their mobile network infrastructure to deliver our services.

3.       I lost my mobile phone, what should I do?

You can call XOX Customer Careline at 1300 888 010 to bar your phone. Then, you need to visit the nearest XOX Care Centre to obtain your SIM Card replacement.
  

4.       What if my mobile phone is found after I have reported the loss to XOX?

Don’t worry, you will just have to call XOX Customer Careline at 1300 888 010 again to unbar the line.

5.       What are the charges if I wish to replace my SIM Card?

For faulty SIM Cards, a replacement can be done without any charges. However, a replacement fee of RM10 will be imposed for lost or stolen SIM Cards.

 

6.       Why is my SIM Card blocked?

It could be damaged, broken, or you may have entered the wrong PUK Code.

7.       What should I do when I see the phrase “SIM Card Rejected”?
Insert your SIM Card into another device and try again. If the problem still persists, visit the nearest XOX Care Centre where you can obtain a new SIM Card (with your mobile number unchanged).

8.       I see “PUK” on my mobile phone. What should I do?

You need to call XOX Customer Careline at 1300 888 010 or visit the nearest XOX Care Centre, where you can obtain your 8-digit PUK Code. You will be required to dial the 8-digit PUK Code on your mobile and re-select a new PIN number.

 

Note: Entering the wrong PUK Code for FIVE (5) times will completely block your SIM Card.

9.       Why am I unable to send SMS?

Please ensure that the center number shown in your phone message settings is +60193900039. If you are still facing difficulties in sending SMS, please call XOX Customer Careline at 12273 or 1300 888 010 for further assistance.

10.   How do I check my data quota usage?

You may check your data quota usage on your XOX App or XOX Self Care Portal. 

11.   I have already subscribed to XOX’s available mobile plans, but I am unable to connect to the Internet. What should I do?
Please check your Mobile Device APN Setting by following the steps below:

Step 1: Go to Phone Settings > Mobile Network > Access Point Name

Step 2: Choose “Add a New APN”

Step 3: Change the Name and APN to XOX and tap “Save”

Step 4: Select the XOX APN you’ve created

Step 5: Restart your Mobile Device

If the problem still persists, please contact XOX Customer Careline at 12273.

12.   How do I check my Prepaid balance?

You may check your Prepaid balance via the following methods:

a.       XOX App

b.       XOX Self Care Portal  

c.       USSD Easy Menu: Dial *150#

d.       SMS: Send BAL to 23388

 

13.   Can I transfer ownership of my mobile number to another person?

Yes, you can transfer your mobile number to another eligible Subscriber, following XOX’s verification process. Before requesting a transfer, please ensure:

a.       Your mobile number is active (barred or blocked lines must be reactivated first)

b.       All outstanding charges are fully paid

c.       Any deposit arrangements are settled directly between both parties

For both Prepaid and Postpaid accounts, an ownership transfer fee of RM10 applies.

14.   How do I request for ownership transfer of my mobile number?

You can request an ownership transfer by emailing XOX Customer Support at enquiries@xox.com.my. Please include the NRIC or Passport ID of both the current and new owner.

15.   Who can I transfer my mobile number to?

Ownership transfer is allowed based on the following scenarios:

 

 

16.   The owner of the mobile number has passed away. How do I request for ownership transfer?

We’re sorry for your loss. To transfer ownership of the mobile number, please email XOX Customer Support at enquiries@xox.com.my with the following documents:

a.       A copy of the death certificate

b.       The NRIC or Passport ID of the new owner

c.       A marriage certificate (if spouse) or birth certificate (if parent or child)

For Prepaid accounts, an ownership transfer fee of RM10 applies.

For Postpaid accounts, the next of kin, child, or parent will need to clear any outstanding balance and pay the ownership transfer fee of RM10 before the transfer can be processed.

 

17.   The owner of the mobile number has passed away. How do I terminate or cancel their line?

To terminate the account, please email XOX Customer Support at enquiries@xox.com.my with a copy of the death certificate.

 

Last Updated on 27^th December 2023