TOP Frequently Asked Questions

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

You can call our 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.
  

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

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

3.       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 fee of RM10 will be imposed for lost or stolen SIM Cards.

 

4.       Why is my SIM Card blocked?

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

5.       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).

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

You need to call our 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.

7.       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 our Customer Careline at 12273 or 1300-888-010 for further assistance.

8.       How do I check my data quota usage?

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

9.       I am already subscribed to your Mobile Internet Plan, 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 our Customer Care Agent at 12273.

10.   How do I check my Prepaid balance?

You may check your Prepaid balance via the following methods:

a.       BLACK App

b.       XOX Self Care  

c.       USSD Easy Menu: Dial *150#

d.       SMS: Send BAL to 22111/23388

11.   Where can I buy Top-Up vouchers for my account?

You can buy a Top-Up card or voucher from any authorized ONEXOX or XOX dealers in the form of:

a.       Top-Up Card or Voucher from any ONEXOX or XOX Authorized Dealers

b.       Electronic Code or Top-Up Slip

 

You may also top-up online via:

a.       BLACK App

b.       XOX Self Care  

 

Updated on 10^th February 2023