Title of image Title of image Title of image Title of image

UniFi FAQ


Q : What is UniFi?
A : UniFi is a bundled triple play service offering High Speed Internet, HyppTV (IPTV) and Voice for residential use. For business use, UniFi offers dual play service which includes High Speed Internet and Voice. More information can be found in www.tm.com.my.

Q : What is the UniFi package offering?
A : UniFi is offering 3 residential and 3 business packages.
a) Residential:

  • VIP 5 – RM 149 / month
  • VIP 10 – RM 199 / month
  • VIP 20 – RM 249 / month
Each package comes with voice, Internet and HyppTV subscription.

b) Business:

  • BIZ 5 – RM 199 / month
  • BIZ 10 – RM 599 / month
  • *BIZ 10 - RM 289/month
  • BIZ 20 – RM 899 / month
  • *BIZ 20 - EM 359 / month
Each package comes with attractive call plans, Internet speeds and a host of complimentary services.

Q : What is the difference between HyppTV and satellite TV?
A : HyppTV is different from satellite TV in that it is transmitted via a broadband network. This gives added benefits such as not being susceptible to bad weather, as well as fast Internet access via HyppTV.
HyppTV also differs in term of pricing model, which is an On-Demand approach, which means customers only pay for the channels, movies or series they want to watch, rather than pay for the whole package, with no extra monthly fees involved.

Q : How can UniFi benefit me?
A : UniFi will enhance customer experience by providing higher internet speed, more entertainment options, affordable voice packages and better service stability. UniFi allows customers to experience virtual shopping, work from home, interact with people in virtual communities and enjoy high quality entertainment anytime.  
                                                                            
Q : How do I check service availability in my area?
A : You can check service availability through this website here, or through the TM website at www.tm.com.my, by calling TM UniFi Centre at 1-300-88-1222 or visiting these TMpoint outlets


Q : How do I subscribe to UniFi?
A : Interested parties can register their interest for UniFi at this website under Services Check Service Availability, call TM UniFi Centre at 1300 88 1222, or visit selected TMpoint outlets currently in the HSBB coverage areas.

Q : What are the charges like – installation fee, hardware rental, contract duration etc?
A : UniFi’s installation charges are RM 200 and no deposits are required. Beside that, the standard package is inclusive of equipment worth RM800 that will also be given free-of-charge to customers.
Customers will have to pay the monthly subscription fee for UniFi along with telephony usage charges and Value Added Services purchase that are charged separately. The contract period duration is 24 months.

Q : How to change my e-mail account password?
A : 1. You need be registered with myUniFi account in order to change e-mail account password.
2. Sign up for myUniFi account first or log on to myUniFi customer portal at https://occ.unifi.my  (if you are already registered).
3. Under myUNIFI tab, click pull down menu (expand) Billing Account information.
4. Click on “Change Service Password”.
5. Select Service password that you would to change:
  • a.      TM WiFi or
  • b..     Email 2GB or
  • c.      Infoblast
6.  Key in and confirm your new password and click “submit”.

Q : How long does a typical UniFi installation and testing take?
A : Installation and testing are expected to take approximately 4 to 8 hours depending on the type of customer premise due to the sensitive nature of and the complexity involved in fibre installations.
The installation  process  involves site survey, ducting, piping, electrical work and equipment configuration.

Q : Does TM allow customers to appoint their own contractor to perform internal wiring?
A : Customers may call their own external contractors to fix the internal wiring but TM will not be responsible for any damages resulting from any works done by third parties.

Q : Do I pay a separate bill for the services bundled in UniFi?
A : All services offered under UniFi will be in one bill. However, for the services maintained  after subscribing to UniFi (i.e., Streamyx, Business Broadband, TM Homeline / Businessline), customers will receive a separate bill.

Q : Does UniFi have a Fair Usage Policy (FUP)?
A : ALL Residential UniFi packages are subject to the Fair Usage Policy. FUP is a standard global practice to ensure that good quality of experience is provided to all customers.

Q : What is the monthly download volume imposed?
A : a.The VIP5 package comes with a 60GB monthly download volume. 
b.The VIP10 package comes with a 90GB monthly download volume.
c.The VIP20 package comes with a 120GB monthly download volume.
The monthly download volume will not be implemented until further notice.  There will be no volume capping for UniFi’s Business packages.

Q : Can the UniFi package be upgraded / downgraded?
A : Customers can upgrade to a higher-priced package at any time (either within contract period or not). However, for downgrades, a fee of RM 200 will be charged (this is subject to change).
In the event of an upgrade or downgrade, the contract period shall be renewed and a new 24-month contract will take effect from the upgrade/downgrade completion date.

Q : Where can I upgrade / downgrade my UniFi package?
A : Applications can be made through selected TMpoint outlets or call the TM UniFi Centre at 1-300-88-1221.

Q : What should I do if my UniFi equipment is faulty?
A : If any UniFi equipment is faulty, you may call TM UniFi Centre at 1-300-88-1221. If the fault is due to a manufacturing defect and the equipment is still under warranty, the equipment will be replaced with no charge. However, if the fault is non TM related or if the warranty is expired, you will have to purchase a new equipment.

Q : When will I get my first bill after I subscribe to the UniFi package?
A : The first bill can be expected around 1 month after service is activated. The first bill will also include a one month advance payment.

Q : Where can I pay my UniFi bill?

A : 
Pay at TMpoint:
Just walk in to any TMpoint nationwide to pay your UniFi bill. You may choose one of the following mediums:


(i) Cash, Credit Card or selected Debit Card
(ii) Cheque, Bank Draft or Money Order (payable to Telekom Malaysia Berhad)


Pay via Mail (Cheque)
Mail a crossed cheque made payable to “Telekom Malaysia Berhad” enclosed with payment slip. Do not mail cash payment. Proof of postage is not proof of receipt. Payment should be addressed to:


PENINSULAR MALAYSIA
TELEKOM MALAYSIA BERHAD
Peti Surat 13232
50804 Kuala Lumpur


SABAH (includes W.P Labuan)
TMpoint Sadong Jaya 
Telekom Sales & Services Sdn Bhd 
88672 Kota Kinabalu 
Sabah


SARAWAK
TMpoint Batu Lintang
Telekom Sales & Services Sdn Bhd
Jalan Batu Lintang
93200 Kuching, Sarawak


Maybank:
(i) Maybank2u - in Payee page under Corporate Name, please choose Telekom Malaysia Berhad - UniFi
(ii) ATM Machine
(iii) Phone Banking


POS Malaysia:
(i) Over the counter
(ii) POS Online


Bank Simpanan Nasional (BSN) : - 

    1. Over the counter
         - Cash
         - Credit Card issued locally by BSN
         - BSN Debit Card
      BSN Card - debited from BSN saving account


    2. Automatic Teller Machine (ATM)
      - BSN Current Account / Saving Account


United Overseas Bank Malaysia (UOB) : -

   1. Online payment through payonline.uob.com.my
      - Credit Card issued locally by UOB


Bank Rakyat : -

     1. Online payment through www.irakyat.com.my
        - Credit Card issued locally by Bank Rakyat
        - Bank Rakyat Current Account / Saving Account


     2. Over the counter
        - Cash
        - Credit Card issued locally by Bank Rakyat
        - Bank Rakyat Debit Card
        Debit Card - debited from Bank Rakyat saving account


     3. Automatic Teller Machine (ATM)
        - Bank Rakyat Current Account / Saving Account


MBF Cards Malaysia : -


     1. Online payment through www.mbfcards.com 
        - Credit Card issued locally by MBF Bank


     2. Phone banking
        - Credit Card issued locally by MBF Bank


RHB : -
   1. Online payment through www.rhb.com.my

     - Credit Card issued locally by RHB
     - RHB Current Account / Saving Account


   2. Automatic Teller Machine (ATM)
      - RHB Current Account / Saving Account


Ambank : -
  1. Online payment through www.ambank.amonline.com.my

     - Credit Card issued locally by Ambank


  2. Automatic Teller Machine (ATM)
     - RHB Current Account / Saving Account


Hong Leong Bank : -

  1. Online payment through www.hlb.com.my
    - Credit Card issued locally by Hong Leong Bank
    - Hong Leong Bank Current Account / Saving Account


Public Bank : -

   1. Online payment through www.PBebank.com.my
      - Credit Card issued locally by Public Bank
      - Public Bank Current Account / Saving Account


   2. Automatic Teller Machine (ATM)
      - Public Bank Current Account / Saving Account


   3. Phone Banking
     - Credit Card issued locally by Public Bank
     - Public Bank Current Account / Saving Account


   4. Cash / Cheque Deposit Machine
     - Cash
     -Public Bank Cheque


Bank Muamalat : -

   1. Online payment through www.muamalat.com.my
     - Credit Card issued locally by Bank Muamalat
     - Bank Muamalat Current Account / Saving Account


Q : Is there any penalty if I terminate my UniFi service?
A : For early terminations, customers shall pay a penalty of RM500. There will be no penalty charges for termination after the minimum contract period (24 months). Customers must also settle any outstanding bill prior to termination. For more information, please refer to your service Terms & Conditions.

Q : What if I need to relocate my UniFi service? Are there any charges that I need to pay?
A : Relocation requests can be made at select TMpoint outlets and is subject to service availability. A relocation fee of RM300 shall apply.

10 Things You Should Know About UniFi


  1. This service is a 24- month contract and a termination fee of RM500 is chargeable for termination of service within the contract period.
  2. If your premises reside in high rise building served via copper, you must terminate your existing Streamyx service (if any).
  3. Minimal drilling is required for fibre installation to the premise. You will be responsible for providing TV and 4-socket extension cord to complete the installation. No installation appointment will be made for premises under renovation.
  4. All triple play services (internet, voice and TV) must be activated during service installation. Partial service activation is not allowed.
  5. UniFi is a wired broadband service. Wireless connectivity is an option and is subject to interference and obstructions factor.
  6. UniFi account owner or authorised contact person must be available during the service installation. For high rise premises, owners are required to make arrangement with Building Management Office for installation permission, internal cabling and access to telecommunication room.
  7. Installation fee includes external cable entrance up to the internal wiring with maximum of 15 metres for fiber cable, 15 meters for Ethernet/phone cables and 30 metres for casing (raceway). Additional charges will be applied for cable more than 15 metres and 30 metres casing (raceway) and charges will be included in your UniFi bill.
  8. For other non-standard installation e.g. wiring above ceiling, underground and conceal wiring, you may appoint your own contractor or deal directly with TM appointed contractor. Payment will be made directly to the contractor.
  9. Please provide correct and valid Billing Address / Postal Address. Select either paper bill or e-mail bill (please provide valid and preferred e-mail address). Bill is also accessible at myUniFi (https://occ.unifi.my). TM may impose a minimal monthly charge for paper bill with notification given.
  10. All UniFi equipment provided by TM is subject to 12 months warranty period.
For Foreigner

Q : I’m a foreigner customer, can I subscribe UniFi  via UniFi portal?
A : No you can’t. The registration via UniFi portal will be blocked for foreigner customer. You need to go nearest TMpoint in order to subscribe for UniFi package.

Q : If I want to subscribe 3 UniFi package, do I need to pay  total of RM3000  upfront deposit?
A : Yes. The upfront deposit must be paid per UniFi package.

Q : What happened to my deposit if I want to change ownership of my UniFi account to my other foreigner friend? Is it transferable?
A : The deposit paid is not transferable. You will need to pay another RM1000 deposit for the new ownership account. Your deposit in the old account will be refunded back. However, if you have any outstanding amount , the deposit amount will knock off your outstanding amount before it can be refunded to you.

Q : What happened to my deposit if I want to change ownership of my UniFi account to my other foreigner friend? Is it transferable?
A : Yes. The upfront deposit must be paid per UniFi package.

Q : I’m a foreigner or non-Malaysian citizen, can I subscribe UniFi at one of the TM Authorized Dealer (TAD)?
A : No. For foreigner or non-Malaysian citizen, you may need to go to the nearest TMpoint  to subscribe UniFi package. 


Related Posts Plugin for WordPress, Blogger...