Infinity Broadband - Frequently Asked Questions

What is INFINITY?

INFINITY is an ultra-high speed Internet service that offers 1 Gbps bandwidth to business users. INFINITY is offered 100% over Fiber optic network with full end-to-end IPv6 capabilities.

What is IPv6?

IPv6 or IP version 6 is the next generation Internet protocol which will eventually be the major protocol for Internet which will run in parallel to the current protocol IPv4. IPv6 has a number of improvements and simplifications when compared to IPv4. The primary difference is that IPv6 uses 128 bit addresses as compared to the 32 bit addresses used with IPv4. This means that there are more available public IP addresses in IPv6 than IPv4 (which are already exhausting).

What make INFINITY unique?

INFINITY is the only broadband with speed of 1Gbps with IPV6 capability in Malaysia.

What is the package offering?

The key product features are as below:
1,000 Mbps or 1GBps of internet access
End-to-end IPV6
One million IPv6 addresses at the user disposal
100% end-to-end fiber optic connection to the user
Backward compatible with IPv4 system
Very low contention ratio
Very low latency suitable for transaction based financial application and related applications
Symmetrical download and upload speed
No quota hence non-existence of any fair usage policy
Build-in security system in the CPE to the user
Automatic alert for any fault to the user via SMS
Designed for bandwidth hungry Internet of Things (IoT) applications
Easier connection with “Plug and Play” and user friendly provision
Completely in congruent to upcoming quantum computing evolution
Connected to the first and largest IPv6 network i.e Hurricane Electric
Supported by certified IPv6 engineering team
No buffering hence instantaneous access to information

Do you have lower/higher bandwidth?

No, INFINITY is designed for ultra-speed of 1Gbps.

How can I experience 1Gbps connectivity at my place?

You must use the following minimum specs for your workstation and LAN.
8GB RAM
i7 processor
Gigabit Ethernet interface
Gigabit enabled LAN with Cat6 cabling

What is the upload and download speed for INFINITY?

The speed is symmetrical and up to 1,000 Mbps. Generally for the speed test you can see 600Mbps to 800Mbps download/upload if the servers are located in Malaysia or Singapore. The real speed of data download from any specific server on the Internet depends on many factors such as, remote server’s capacity, LAN speed, Internet speed on the remote server, route on the Internet and your machines capacity which cannot be determined.

Does INFINITY have a fair usage policy (FUP)?

No, it does not.

What is the monthly download volume imposed?

We don’t impose any quota hence no limit to the amount of download.

Can INFINITY bandwidth be upgraded or downgraded?

No, not at the moment.

What is the transmission latency?

INFINITY is riding on the DWDM/Carrier Ethernet network which is designed to provide less than 10 millisecond latency from the CPE to the Internet gateways in Malaysia and not more than 20ms from the CPE to the Internet gateways in Singapore.

Can I subscribe INFINITY for home?

NO, INFINITY is only available for Offices/Businesses.

Can I use VPN?

Yes you can.

How INFINITY can benefit me?

Your company will get the speed of the internet for all applications without restriction and worry of bottleneck. It also opens up the opportunity for your organisation to experience the full potential of Internet and to implement services such as big data and Internet of Things applications.

Why the speed test cannot reach 1Gbps?

Based on speed test you will not get exactly 1,000 Mbps as some bits are being used as overheads.

How do I check the speed?

Please visit infinity speed test page http://infinity.ariestelecoms.com.my/speedtest

How secure is INFINITY?

Apart from the security features embedded in our CPE such as firewall, Aries Telecoms network is designed based on DWDM (Densed Wavelength Division Multiplexing) over 100% fiber network. The access connectivity is carried over Metro-e network with fully secured security features. Hence INFINITY is fully secured.

Can I use the product for point to point connectivity if I subscribe Aries INFINITY in two offices?

No. You cannot use the product for point to point connection.

Where INFINITY is available?

Currently INFINITY is available at the following buildings:
Shaftbury Square, Cyberjaya
Neo Cyber, Cyberjaya
Prima Avenue, Cyberjaya
Century Square, Cyberjaya
Menara Multipurpose, Kuala Lumpur
Megan Avenue 1, Kuala Lumpur
Menara Tokio Marine, Kuala Lumpur
Menara Citibank, Kuala Lumpur
Empire Office Tower, Subang Jaya
UOA Bangsar South
You can check the service availability by visiting www.ariestelecoms.com.my/infinity as we will be continuously adding additional buildings every day.

Can I experience the service before subscription?

Yes, you are welcomed to our KL Sentral showroom to try and experience the service.

Suite 2B-G-1, Ground Floor, Block 2B
Plaza Sentral, Jalan Stesen Sentral 5
50470 Kuala Lumpur

Please contact 03 7781 7788 or email us at infinity@ariestelecoms.com.my for the experience.

How do I subscribe to INFINITY?

You can call 03 7781 7788 and email your enquiry at infinity@ariestelecoms.com.my. For details please visit our website: www.ariestelecoms.com.my/infinity

What are the documents required for subscription?

You are required to complete Aries Infinity Service Order Form and to attach below documents:-
Photocopy of NRIC or Passport ( non-Malaysian )
Form 9,13,24 and 49 ( Company )
Form A and D ( Sole Proprietor )
Form B and D ( Partnership )
Other relevant certificates of incorporation

What is the minimum contract duration?

The minimum contract duration is 24 months.

What will happen if there is premature termination?

You have to pay the remaining contract amount.

Is there any deposit?

One month rental deposit is applicable

Is the GST included in the monthly recurring charge?

The monthly recurring charges does not include GST. The GST amount will be indicated in the monthly invoice or monthly bill.

Would it be the same cost if I subscribe for more than one package?

Yes, the cost will be the same for each package.

What if I cancel subscription before installation?

Full imbursement will be given if no installation has been carried out, otherwise the installation cost will be deducted from your payment.

Is there any cabling charges?

The standard cabling charges will be borne by Aries Telecoms, excluding any additional charges imposed by the building management.

How long does it take to install/activate?

Typically it would take 14 days to install and activate the service. The installation process would involve site survey, internal wiring, electrical work and equipment configuration. However this is also subject to approval from the building owner.

How is your customer support work?

We have 24/7 customer & Technical support service

How I will be notified of any fault?

Our Network Monitoring System will send you an alert if there is any fault via SMS.

Do I need to configure the router?

The initial configuration is done by Aries Telecoms using its own Gigabit Fibre Router.

Who is your competitor?

We believe the service is first of its kind in Malaysia.

How can I increase my speed via wireless LAN?

Wireless LAN has certain limitations and notebook/PCs wireless adaptor has limitation too. Hence, the speed of the wireless is subject to the implemented wireless system.

What do I have to do if I have any enquiries?

Please contact 03 7781 7788 or email us at infinity@ariestelecoms.com.my for the experience.

What would happen in case of equipment faulty?

You can call our customer service centre at 03 7781 7788 or email us at infinity@ariestelecoms.com.my.

How can I pay my bill?

You can pay the bill by cheque or GIRO Transfer.

Can I share my connection with router?

Yes you can but for your own use only.

How many devices can I connect at the same time?

You can connect as many devices as you want for your internal use ONLY but the use of Wi-Fi repeaters/LAN cables to resell the service is not allowed.

Is there any warranty for equipment?

The equipment such as the CPE belongs to Aries Telecoms. We will ensure that the equipment is working all the time. We will replace if the equipment is faulty without any physical damage.

What will happen if I lose the modem?

If you lose the equipment due to theft or fire, we will replace the equipment. However if due to negligence, you need to pay for the loss if the equipment which is cost at RM1,000 which we will deduct from your deposit.

Can I use INFINITY with my own router?

Yes you can but it has to be after INFINITY CPE router that is provided by Aries Telecoms. The main reason is that the CPE comes with the Fiber module and it has connectivity back to the Aries Network Management System.

Is there any waiver during the down time?

NO. Since the service is broadband there is no rebate system. However, Aries Telecoms will ensure to make the service available at all times.

Can I use Wi-Fi extender?

Yes you can, as long as the use of the service is for you ONLY. Reselling or sharing the service with your neighbours is not allowed.