Upgrade of ONEXOX PREPAID to ONE-X PREPAID

Frequently Asked Questions

1. Why am I receiving this upgrade notification?
   This upgrade is part of our ongoing efforts to offer more relevant and up-to-date plans for our Subscribers. Only selected Subscribers will be automatically upgraded to the ONE-X PREPAID Plan.
   
   
2. How do I check if I’m eligible for the automatic upgrade?
   You may check your eligibility at the following link: https://onexox.my/statuschecker
   
   
3. When will this upgrade take place?
   The upgrade will take effect on 1^st October 2025.
   
   
4. What will I get with the ONE-X PREPAID Plan?
   You’ll enjoy the latest data plans offered under ONE-X PREPAID.
   
   
5. Will I be subject to any new Terms & Conditions after the upgrade?
   Yes. Once upgraded, you will be deemed to have accepted and will be bound by the new ONE-X PREPAID Terms & Conditions. You can view it here.
   
   
6. I want to keep my current ONEXOX PREPAID Plan. What should I do?
   No problem! Simply top up a minimum of RM30 before 1^st October 2025 to continue using your existing ONEXOX PREPAID Plan.
   
   
7. Can I switch back to my previous ONEXOX PREPAID Plan after the upgrade?
   Unfortunately, once upgraded, you will not be able to revert to the previous ONEXOX PREPAID Plan. Please review your options and take necessary action before 1^st October 2025 if you wish to stay on your current plan.
   
   
8. Can I switch to a Postpaid plan instead?
   Yes, you can! Feel free to switch to any available XOX Postpaid plan before the upgrade via the XOX App.
   
   
9. I’m considering switching to another Internet Service Provider. Is that possible?
   Yes, that’s entirely your choice. You may port out to another Internet Service Provider by completing your MNP request before 1^st October 2025 in accordance with the standard port-out guidelines.
   
   
10. What will happen if I don’t take any action?
    If no action is taken, it is deemed that you have accepted the upgrade. Your plan will be automatically upgraded to the ONE-X PREPAID Plan starting from 1^st October 2025.
    
    
11. What will happen to my remaining data and Prepaid Validity?
    Please note that all Season Pass balance (Data, Voice & SMS) and Prepaid Validity will not be carried over to the new plan and no refund will be provided for any unused Season Pass balance or remaining Prepaid Validity. However, your Airtime credit will be transferred automatically to the ONE-X PREPAID Plan.
    
    
12. Can I terminate my plan instead?

Yes, you may terminate your plan at any time in accordance with the ONE-X Prepaid Terms & Conditions by:

·         Calling our XOX Customer Care at 1300 888 010 or dialling 12273 from your XOX Mobile Number.

·         Emailing enquiries@xox.com.my

13. What should I do since my old Prepaid Validity will not carry over to the new plan?

After the upgrade, your account will restart with a 30-day active period under the ONE-X PREPAID Plan. You may top up or purchase Prepaid Validity Packages to extend your Prepaid Validity.

14. What will happen if I don’t top up my account?

If you do not top up:

·         Your account will be barred when the validity expires. You can only receive incoming calls and SMS until your next top up.

·         After 30 days, your account will be blocked. Incoming and outgoing calls and SMS will be suspended until the next top up.

·         After another 30 days, it will be permanently terminated, and all or any balance from unutilised prepaid credit and/or unutilised mobile internet data will be forfeited.

To avoid service disruption, make sure to top up regularly to extend your Prepaid Validity!

15. What if my line is terminated? Can I get my number back?
    If your line is terminated, reinstatement is only possible under the ONE-X Prepaid plan, subject to the current reinstatement policy.

·         You cannot revert to the old ONEXOX Prepaid plan.

·         No refunds will be issued for any unused balances or Prepaid Validity.

You may also purchase a new SIM Card and/or explore other available XOX Prepaid and Postpaid plans. For reinstatement (if applicable), please email enquiries@xox.com.my or call 1300 888 010.

16. Will I receive notifications and reminders about the upgrade?

Yes, we will keep you informed through SMS and notifications via XOX App.

·         Initial Notice: At least 15 working days before the upgrade.

·         Final Reminder: One day before the upgrade takes effect.

17. Who can I contact if I have further questions?
    If you have any questions, please feel free to reach out to XOX Customer Care at 1300 888 010. We are here to help!

Last Updated on 11^th August 2025