Eastel Mobile

Terms and Conditions

Age Restriction
Registration for EASTEL mobile services is open to individuals aged twelve (12) years and above.

However, participation in the EASTEL referral, incentive, or passive income programme is strictly limited to individuals aged eighteen (18) years and above.

Any application that does not meet the applicable age requirement shall be rejected or terminated without notice.

Limitations on SIM Cards
(a) Malaysians and Permanent Residents – limited to two (5) active prepaid SIMs per service provider.
(b) Foreigners – limited to two (2) active prepaid SIMs per service provider.
(c) Business entities – no limitation, subject to company verification by EASTEL.

Prohibition of Pre-Activated SIMs
EASTEL strictly prohibits any pre-activated SIM Cards. Activation shall occur only upon completion of full registration and successful verification through MyDigital ID and biometric authentication.

Personal Data Protection & Security
All information collected shall be used solely for prepaid registration and will be handled in accordance with the Personal Data Protection Act 2010 (PDPA).

EASTEL and its authorised dealers are required to ensure confidentiality, implement secure data transmission, and maintain an encrypted audit trail for every registration transaction.

Record Retention
All registration records, including verification data, photos, and live video capture, shall be securely stored for as long as the prepaid service remains active. Upon termination, the records shall be retained for eighteen (18) months before deletion.

Notification of Registration Status
Subscribers shall be notified within twelve (12) hours of successful registration via SMS or in-app notification. A dedicated customer service channel is available for any registration enquiries.

False or Fraudulent Registration
EASTEL reserves the right to suspend or terminate any prepaid service if the registration information is found to be false, inaccurate, or unverifiable. Subscribers will be given three (3) working days’ notice to rectify the issue before suspension.

Important Note: Anchor reserves the right, in its sole and absolute discretion, to suspend and/or terminate your appointment with immediate effect in the event of any non-compliance with the provisions of the MCMC Prepaid Registration Guidelines. For reference, the said guidelines may be accessed via the following link: https://www.skmm.gov.my/skmmgovmy/media/General/pdf/Prepaid-Registration-Guidelines-MCMCG0117_1.pdf

PART B: PENALTY

  1. Anchor shall impose penalties upon any Subscriber if MCMC imposes a fine on Anchor due to any act, omission, or non-compliance by the Subscriber, including but not limited to violations of the MCMC Prepaid Registration Guidelines.
  2. The nature and severity of any penalties imposed on the Subscriber shall be reasonable and proportionate to the breach and shall be determined by Anchor in accordance with applicable laws and any directions, rulings or guidelines issued by MCMC (including the MCMC Prepaid Registration Guidelines). Such penalties may include, without limitation, suspension or termination of the Subscriber’s appointment.
  3. Any monetary compensation, if applicable, shall only cover actual losses incurred by Anchor as a direct result of the Subscriber’s breach and shall not constitute punitive damages.
  4. For the avoidance of doubt, breaches shall include, but shall not be limited to, the following:
  • Failure to adhere to the prescribed methods of registration as set out in the MCMC Prepaid Registration Guidelines as may be amended, revised, or replaced from time to time;
  • Failure to properly verify a customer’s identity during the registration process;
  • Selling or distributing pre-activated SIM cards;
  • Using a customer’s information to register new numbers without the customer’s knowledge or consent;
  • Submitting false or misleading information for the purpose of registering new SIM cards;
  • Any other act or omission which Anchor, in its sole and absolute discretion, deems to constitute a breach.

In the event Anchor is subjected to any fine, penalty, or sanction by MCMC as a result of a Subscriber’s failure to comply with the MCMC Prepaid Registration Guidelines (https://www.skmm.gov.my/skmmgovmy/media/General/pdf/Prepaid-Registration-Guidelines-MCMCG0117_1.pdf), the Subscriber responsible for such non-compliance shall indemnify Anchor and bear full responsibility for the payment of such penalties.

PART C: DEALING WITH COMPLAINTS & BREACHES

  1. The processes for dealing with complaints are as follows:

Anchor will handle complaints received in relation to any breach reported by the following parties:

  • Malaysian Communications and Multimedia Commission (MCMC)
  • Other service providers
  • Customers
  • Any other sources
  1. Anchor shall revert to the complainant within fifteen (15) days of receiving a complaint, regarding the resolution of the complaint.
  2. The Subscriber will be sent a Show Cause Letter by Anchor should they be found in breach of the MCMC Registration Guidelines and must make written submission to Anchor within seven (7) days from the date of the Show Cause Letter explaining why the breach occured.
  3. If the written submission is unsatisfactory and the Subscriber is found to be in breach, Anchor will issue a warning letter to the Subscriber.
  4. A Subscriber who fails to respond to the Show Cause Letter within the stipulated time shall be given a notice of suspension and be suspended immediately.
  5. Anchor shall conduct further investigation, and if the Subscriber is found not to have committed any breach, the suspension may be lifted.
  6. In the case of repeated offence, Anchor shall immediately send the Notice of Suspension to the said Subscriber, and the Subscriber shall be suspended for a minimum period of three (3) months and all commissions accruing or payable to the Subscriber during the suspension period shall be suspended and withheld by Anchor without liability.
  7. If the Subscriber is found to be in breach of any of the MCMC Prepaid Registration Guidelines, Anchor shall terminate the Subscriber’s service, including all incentives and commissions and impose a penalty on the Subscriber according to the penalty imposed by MCMC.

Subscribers may lodge an appeal against any suspension or penalty by submitting all relevant documents and/or supporting evidence demonstrating that the breach has been duly rectified, together with a written undertaking that such breach shall not recur. All appeals shall be reviewed and determined by Anchor at its sole discretion on a case-by-case basis.

Change of Third-Party Service

  1. Right to Replace Services

Anchor Communications reserves the absolute right, at its sole discretion and in compliance with applicable laws and regulatory requirements, to procure, source, or engage an alternative service provider for the purpose of substituting or replacing any existing third-party service provided to EASTEL Subscribers.

  1. Application of New Terms

Upon such substitution or replacement, EASTEL Subscribers shall be bound by and subject to the terms and conditions imposed by the new service provider.

  1. Service Continuity

Anchor Communications shall use its reasonable best efforts to minimise service interruptions and, where commercially practicable, to ensure that EASTEL Subscribers retain their existing mobile numbers.

  1. Technical Requirements and Charges

EASTEL Subscribers may, from time to time, be required to replace their SIM card and/or reconfigure their mobile device(s) to ensure continued access to the Services. Any applicable SIM replacement fees, reconfiguration costs, or other related technical charges shall be fully borne by the Subscriber.

  1. Notice of Change

Anchor Communications shall provide Subscribers with prior written notice regarding the cessation of the affected service and the corresponding migration to the new service provider.

  1. Opt-Out by Subscribers

In the event a Subscriber elects not to migrate to the new service provider upon cessation of the affected service:

(a) Anchor Communications shall bear no responsibility or liability whatsoever for any resulting service loss, disruption, or unavailability; and

(b) The Subscriber’s EASTEL account may be terminated, whereupon all associated benefits, including without limitation incentives, rebates, and commissions, shall be deemed forfeited without further recourse.

  1. Legacy and Inheritance of Account

In the event of the death of a Subscriber: 

  1. The deceased Subscriber’s EASTEL account, together with all accumulated incentives, commissions, and wallet balances, may be transferred to a legally recognised Next of Kin, subject to verification and approval by Anchor Communications Sdn. Bhd. 
  2. For the purpose of this clause, Next of Kin shall be determined in the following order of priority, subject to applicable law and valid court documentation: 
  • Legally recognised spouse(s) 
  • Children (biological or legally adopted) 
  • Parents 
  • Siblings 
  • Grandchildren 
  • Legal guardian, executor, or court-appointed administrator 

(a) Where there is more than one eligible person at the same priority level, Anchor Communications shall require a court order, letter of administration, or a written agreement signed by all entitled parties before any transfer, payout, or account change is processed. 

(b) The Next of Kin shall submit all required supporting documents, including but not limited to the Death Certificate, proof of relationship, and valid identification for verification purposes. 

(c) Upon successful verification and approval, the Next of Kin shall assume all rights, obligations, and liabilities associated with the inherited account. 

(d) Should no valid claim be made within twelve (12) months from the date of death, Anchor Communications reserves the right to terminate the account and forfeit any remaining balance, incentives, or commissions without further notice or recourse. 

SIM Card Policies

MSISDN Lifecycle

  1. Active Status
  • A SIM card shall remain in Active status for a period of seven (7) days upon activation.
  • Any reload performed shall extend or renew the validity of the MSISDN.
  • Subscribers in Active status shall enjoy full-service functionality, including the ability to make and receive calls, access data services, and send/receive SMS.
  1. Barred Status (90 Days)
  • An MSISDN shall automatically transition from Active to Barred in the following circumstances:
  • Where no reload is performed prior to or upon the expiry of the Active period; or
  • Where a Subscriber requests the MSISDN to be blocked.
  • While in Barred status, the Subscriber shall be permitted only to receive calls and SMS, but shall be restricted from making calls, sending SMS, or accessing data services.
  • A reload of any denomination shall immediately reactivate the MSISDN to Active status.
  1. Suspended Status (Voluntary or Involuntary)
  • An MSISDN may be placed under Suspended status either voluntarily (upon Subscriber request) or involuntarily (by EASTEL/Management decision).
  • Suspension may occur, including but not limited to, the following circumstances:
  1. SIM replacement in progress
  2. Lost or stolen SIM card
  3. Suspected or confirmed fraud cases
  4. Compliance, regulatory, or security investigations; Any other situation deemed necessary by Management
  • While in Suspended status, the Subscriber shall be unable to make or receive calls, send or receive SMS, or access data services.
  • Suspended status shall not be automatically reactivated by reload or top-up.
  • To restore the MSISDN to Active status, the Subscriber must submit a reactivation request, which is subject to verification and approval by EASTEL.4. Expired Status
  1. Expired Status

In the event of account expiry, a reinstatement request may be submitted by the Subscriber, subject at all times to EASTEL’s terms, conditions, and approval, as follows:

(a) For Mobile Number Portability (MNP) numbers, within seven (7) days from the date of expiry;
(b) For Non-MNP numbers, within twenty-one (21) days from the date of expiry; and
(c) A minimum reload of Ringgit Malaysia One Hundred (RM100) shall be required for any reinstatement to be processed, failing which the request shall be deemed invalid.

  1. Compliance Note
  • Subscribers are responsible for ensuring timely reloads to maintain uninterrupted service.
  • EASTEL reserves the right to decline reinstatement requests at its sole and absolute discretion.

SIM Activation

  • All SIM activations must comply with MCMC regulations, requiring valid identification (IC/passport).
  • Customers are responsible for providing accurate and up-to-date information during registration.
  • EASTEL reserves the right to reject activations if fraudulent, incomplete, or suspicious details are detected.
  • Activated SIMs are strictly for personal use and may not be resold, transferred, or misused for unlawful activities.

SIM Replacement

  • Customers may request a SIM replacement in cases of loss, theft, or damage.
  • A SIM replacement fee of RM 10 applies for each request, unless stated otherwise under promotions.
  • During SIM Replacement process, Account status will change to Suspended.
  • Replacement SIMs will only be issued upon successful identity verification.
  • The customer’s existing mobile number, airtime balance and mobile plan will be retained, subject to successful activation.
  • EASTEL shall not be liable for loss of contacts, SMS, or data stored on the old SIM card. Customers are encouraged to back up their data.

Mobile Number Portability (MNP)

  • Customers may port-in their existing number from another operator to EASTEL, or port-out from EASTEL to another operator, in compliance with MCMC’s Mobile Number Portability rules.
  • Port-in requests are subject to eligibility checks, including identity verification and settlement of outstanding bills with the previous operator.
  • Port-out requests require all EASTEL bills, commitments, or incentive-related obligations to be settled in full before approval.
  • EASTEL reserves the right to reject porting requests if fraud, misuse, or regulatory breaches are detected.

Disclaimer

  • EASTEL shall not be held liable for:
    • Delays in SIM activation, replacement, or porting caused by system downtime, network issues, or third-party operator dependencies.
    • Losses arising from misuse, theft, or unauthorised use of SIM cards.
    • Service interruptions beyond EASTEL’s reasonable control, including regulatory restrictions or technical failures.
  • EASTEL reserves the right to amend these SIM Card Policies at any time without prior notice.

Reload & Payment Policies

  1. General
  • All Reload and payment transactions with EASTEL are subject to these Terms & Conditions, in addition to the General Terms of Use.
  • Customers are responsible for ensuring that their account details and payment information are accurate before confirming any transaction.
  1. Manual Reload
  • Customers may perform manual Reloads through EASTEL’s official channels, including the EASTEL App, website, authorised dealers, or partner merchants.
  • Reload values, denominations, and validity periods will be published and may vary from time to time.
  • Reloads are non-transferable and non-refundable once processed, unless proven to be an error caused by EASTEL.
  1. Auto Reload
  • Customers may subscribe to EASTEL’s Auto Reload service, which allows monthly incentives to be automatically deducted and credited as Reload.
  • Auto Reload will be credited on a weekly cycle (4th, 11th, 18th, and 25th of each month), subject to the customer’s settings.
  • A minimum incentive balance of RM35 must be maintained after deductions to qualify.
  • No refunds will be issued once Auto Reload has been processed.
  1. Payment Methods
  • EASTEL accepts payment via online banking (FPX), credit/debit cards, and selected e-wallets, subject to availability.
  • Payments must be made through EASTEL’s official channels only. EASTEL is not responsible for payments made to unauthorised third parties.
  • All payments are processed in Malaysian Ringgit (RM).
  1. Failed Transactions
  • In the event of a failed transaction where payment has been deducted but Reload is not received, customers must provide proof of payment (e.g., bank slip, transaction ID) for verification.
  • Refunds or reversals will only be issued once verification is complete. Processing time may take up to fourteen (14) working days, depending on the payment provider.
  • EASTEL is not responsible for delays caused by banks, payment gateways, or third-party systems.
  1. Non-Eligibility
  • EASTEL reserves the right to suspend, or refuse Reload services if fraudulent, suspicious, or abusive activity is detected.
  • Incentives, rebates, or rewards may be withheld in cases of misuse or breach of EASTEL’s policies.
  1. Disclaimer
  • EASTEL shall not be held liable for:
    • Delays in crediting Reloads due to technical issues, system downtime, or third-party service disruptions.
    • Incorrect transactions resulting from customer error (e.g., wrong number entry).
  • EASTEL reserves the right to amend or update these policies at any time without prior notice.

Plans, Bundles & Subscriptions

General

  • EASTEL offers prepaid plans, internet bundles, voice and SMS packages, and other value-added subscriptions (“Plans & Bundles”).
  • By subscribing to any EASTEL plan, bundle, or add-on, you agree to be bound by these Terms & Conditions in addition to EASTEL’s General Terms of Use.
  • EASTEL rates for Voice are RM0.30 per block and RM 0.10 per SMS.

Validity

  • Each plan, bundle, or subscription carries a specific validity period, which will be communicated at the point of purchase.
  • Unused data, voice minutes, or SMS will not be carried forward after the validity period, unless explicitly stated under a promotional campaign.
  • Expired balances are non-refundable and non-transferable.

Renewals

  • Some plans and bundles may be set to auto-renew upon expiry if there is sufficient credit balance in your account.
  • Customers may opt out of auto-renewal by updating their subscription settings via the EASTEL App or by contacting customer service.
  • If the account does not have sufficient balance at the time of renewal, the plan or bundle will not be renewed, and standard rates will apply until a new subscription is purchased.

Modifications & Upgrades

  • Customers may subscribe to multiple add-ons or bundles concurrently, subject to system compatibility.
  • EASTEL reserves the right to revise, withdraw, or replace any plan, bundle, or subscription at its sole discretion.
  • Changes will be communicated through EASTEL’s official channels, and continued usage will constitute acceptance of the revised terms.
  1. Campaigns & Promotions

Eligibility

  • Campaigns are open to all registered EASTEL customers with an active account, unless otherwise stated.
  • Participants must comply with the specific eligibility requirements outlined in the individual campaign terms.

Campaign Period

  • Each campaign will run for the duration specified in the official campaign announcement.
  • EASTEL reserves the right to shorten, extend, or terminate a campaign at its sole discretion without prior notice.

Participation

  • By participating in any EASTEL campaign, you agree to comply with these General Terms & Conditions as well as any campaign-specific rules.
  • Participation methods (e.g., Reload, subscription, referral, purchase) will be detailed in each campaign’s specific Terms & Conditions.

Rewards & Incentives

  • Rewards may include but are not limited to airtime, data, eCOMM credits, vouchers, or physical prizes.
  • Rewards are non-transferable, non-exchangeable, and cannot be redeemed for cash, unless stated otherwise.
  • EASTEL reserves the right to substitute any reward with another of equal or greater value without prior notice.

Disqualification

EASTEL reserves the right to disqualify any participant who:

  • Provides false, inaccurate, or incomplete information.
  • Breaches these Terms & Conditions or the campaign-specific rules.
  • Engages in fraudulent, abusive, or suspicious activity (including but not limited to multiple registrations, system manipulation, or referral abuse).

Liability

  • EASTEL shall not be held liable for any loss, delay, or damage (including but not limited to technical errors, system disruptions, or third-party failures) arising from participation in the campaign.
  • All decisions made by EASTEL regarding campaign eligibility, rewards, and disputes are final and binding. No correspondence will be entertained.

Use of Information

  • By participating, you consent to EASTEL using your name, likeness, and/or campaign-related materials for marketing and promotional purposes without further compensation, unless prohibited by law.
  • All personal data will be managed in accordance with EASTEL’s Privacy Policy and applicable data protection laws.

 

Scroll to Top