Frequently Asked Questions

UniFi - Frequently Asked Questions

What is UniFi?

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.

What is the UniFi package offering?

UniFi is offering 3 residential and 3 business packages.

a) Residential:

VIP 5 – RM 149 / month



Each package comes with voice, Internet and HyppTV subscription.

b) Business:

BIZ 5 – RM 199 / month



Each package comes with attractive call plans, Internet speeds and a host of complimentary

services.

What is the difference between HyppTV and satellite TV?

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.

http://www.tm.com.my/

How can UniFi benefit me?

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. UniFi also allows customers to

maintain their existing TM Phone number with NO additional fee. Click here for more

information.

How do I check service availability in my area?

You can check service availability through the TM website at www.tm.com.my, by calling TM

UniFi Centre at 1-300-88-1222 or visiting these TMpoint outlets:

Central Region

TMpoint Muzium TMpoint Rawang

TMpoint Menara TMpoint Bukit Raja

TMpoint Bangsar TMpoint Port Klang

TMpoint Shah Alam TMpoint Petaling Jaya

TMpoint Damansara Utama TMpoint Kajang

TMpoint Taipan TMpoint Taman Desa

TMpoint Jalan TAR TMpoint Cyberjaya

TMpoint Pandan Indah TMpoint Serdang

TMpoint Setapak TMpoint Kelana Jaya

TMpoint Ampang TMpoint Puchong

TMpoint Kepong TMpoint Sunway Damansara

Northern Region

TMpoint Bayan Baru TMpoint Bukit Mertajam

TMpoint Butterworth TMpoint Kulim

TMpoint Sungai Petani TMpoint Alor Setar

TMpoint Jalan Burmah TMpoint Ipoh Tasek

TMpoint Ipoh Wisma

Southern Region

TMpoint Seremban TMpoint Pasir Gudang

TMpoint Skudai TMpoint Kulai

TMpoint Kluang TMpoint Melaka

TMpoint Menara Pertam TMpoint Pelangi

TMpoint Johor Bahru

http://www.tm.com.my/unifi/Documents/maintain_pstn.pdf

How do I subscribe to UniFi?

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.

What are the charges like – installation fee, hardware rental, contract duration etc?

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.

How to change my e-mail account password?

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.

Refer screenshot here.

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”.

How long does a typical UniFi installation and testing take?

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.

Does TM allow customers to appoint their own contractor to perform internal wiring?

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.

Do I pay a separate bill for the services bundled in UniFi?

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.

Does UniFi have a Fair Usage Policy (FUP)?

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.

What is the monthly download volume imposed?

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.

Can the UniFi package be upgraded / downgraded?

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.

Where can I upgrade / downgrade my UniFi package?

Applications can be made through selected TMpoint outlets or call the TM UniFi Centre at 1-

300-88-1221.

What should I do if my UniFi equipment is faulty?

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.

When will I get my first bill after I subscribe to the UniFi package?

The first bill can be expected around 1 month after service is activated. The first bill will also

include a one month advance payment.

Where can I pay my UniFi bill?

You may refer to the How to Make Payments page here.

Is there any penalty if I terminate my UniFi service?

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.

What if I need to relocate my UniFi service? Are there any charges that I need to pay?

Relocation requests can be made at select TMpoint outlets and is subject to service

availability. A relocation fee of RM300 shall apply.

I’m a foreigner customer, can I subscribe UniFi via UniFi portal?

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.

If I want to subscribe 3 UniFi package, do I need to pay total of RM3000 upfront

deposit?

Yes. The upfront deposit must be paid per UniFi package.

What happened to my deposit if I want to change ownership of my UniFi account to

my other foreigner friend? Is it transferable?

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.

I’m a foreigner or non-Malaysian citizen, can I subscribe UniFi at one of the TM

Authorized Dealer (TAD)?

No. For foreigner or non-Malaysian citizen, you may need to go to the nearest TMpoint to

subscribe UniFi package.

How do I retrieve my UniFi bill statement?

i) Paper (hardcopy) bill – chargeable at RM8/month via portal services (currently

waived)

ii) Email (softcopy) bill – FREE and will be sent by default to all customers’ preferred

email and UniFi email at http://webmail.unifi.my.

iii) Online Billing via myUniFi portal at (https://occ.unifi.my)

How do I make payments for my UniFi service?

You can make payment through myUniFi portal (online payment), TMpoint, TMpoint

Authorised Dealer (TAD), POS Malaysia and branches of selected preferred online banking

channels. Please refer more on Payment Guides at TM UniFi portal at

http://www.tm.com.my/unifi/help-support/Pages/payment-guides.aspx

How do I make online payments via myUniFi portal?

Step 1: Sign in to MyUniFi at https://occ.unifi.my

Step 2: Click MyBill tab

Step 3: Scroll down to Pay Your Bill and click Make Payment button

Step 4: Fill in the form and click Continue button to proceed with the payment

How do I change my email billing address?

You can change your billing profile at myUniFi portal under MyProfile section or by sending

us email request via [email protected] or by making request via TMpoint.

How do I change my UniFi billing method?

You can change your UniFi billing method via MyProfile section or by sending us email

request via [email protected] or by making request via TMpoint.

I cannot open the UniFi softcopy bill attachment received to my email. What should I

do?

Adobe Reader (version 7 or above) is required to view the statement. If you do not have

Adobe Reader installed, you can download it for free at the Adobe website.

I did not receive my UniFi statements. What should I do?

To enhance customer reachability, we are sending UniFi bills via your preferred and UniFi

email address. Please access your UniFi mails via http://webmail.unifi.my.

Also, please verify your preferred email address for billing at MyProfile section in myUniFi

portal is correct. Your UniFi email bill may have been sent to your junk mail folder. To avoid

future emails like this from being automatically sent to your junk mail folder, we suggest that

you add our email address [email protected] to your Address Book and/or the

“Approved Sender” list.

Can I check my previous month statement?

Yes. You can view your past 6 months bill statement via myUniFi under MyBill section.

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 and up to 15 metres fiber cable

internal wiring, 15 metres for Ethernet, 15 metres telephone cables and 30 metres for

casing (raceway). Additional charges will be applied for cables more than 15 metres

and 30 metres casing (raceway) and charges will be included in your UniFi bill.

8. For other optional installation e.g. wiring above ceiling, you may appoint your own

contractor or deal directly with TM appointed contractor. Payment will be made

directly to the contractor. However, additional charges will be applied for standard

cables more than 15 metres and charges will be included in your UniFi bill.

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.

5 Things You Should Know About UniFi Installation

1. 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.

2. All triple play services (internet, voice and TV) must be activated during service

installation. Partial service activation is not allowed.

3. 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.

4. Installation fee includes external cable entrance and up to 15 metres fiber cable

internal wiring, 15 metres for Ethernet, 15 metres telephone cables and 30 metres for

casing (raceway). Additional charges will be applied for cables more than 15 metres

and 30 metres casing (raceway) and charges will be included in your UniFi bill.

5. For other optional installation e.g. wiring above ceiling, you may appoint your own

contractor or deal directly with TM appointed contractor. Payment will be made

directly to the contractor. However, additional charges will be applied for standard

cables more than 15 metres and charges will be included in your UniFi bill.

Credit Limit Implementation - FAQs

What is this credit limit (CL) implementation all about?

A credit limit is the maximum allowable total charge that will be allowed on a customer’s

monthly bill.

In the case of TM’s credit limit policy, the total charge allowable on a customer’s monthly bill

is 3X the customer’s monthly UniFi package price. For e.g. if a customer subscribes to a VIP

5 package at RM149/month, the customer’s credit limit will be RM149x3 = RM447 per

month.

The customer’s charges on his/her bill will not be allowed to exceed RM447 per month. If it

exceeds that amount, the customer’s account/service will be suspended.

How is the credit limit implemented?

a) For existing users, the credit limit will be matched against the total of any unsettled

bill amounts, the monthly package fee, any additional voice charges, any charges for

HyppTV content and value-added services.

b) For new users, the credit limit in the first month will be matched against the total for

any one time charges (like additional installation charges), the monthly package fee

(maximum of 2 months upfront fee), any additional voice charges, any charges for

HyppTV content and value-added services.

When will the credit limit be implemented?

1st August 2012.

Who will be affected?

Existing and new UniFi Customers for both the Consumer and SME segments.

How will customers be notified on this credit limit policy?

Customers will be notified via:

a) SMS

b) E-mail

c) MyUnifi Portal at www.tm.com.my/unifi

d) TM Portal (www.tm.com.my)

e) IVR when the customer calls TMUC (1-300-88-1221)

When/how will a customer be alerted of their credit limit?

A customer will be notified on their credit limit status at regular intervals via sms and emails

as below:

a) 1st notification once a customer reaches 70%-80% of his/her credit limit

b) 2nd

notification once a customer reaches 90%-100% of his/her credit limit

c) 3rd

notification once a customer exceeds 100% of his/her credit limit – the customer

will be notified that payment of the outstanding amount is to be settled within 24 hrs

or his/her account will be suspended thereafter.

How much is the credit limit assigned for each customer?

Each customer will be assigned a credit limit of 3X their subscribed UniFi package fee.

Please refer to table below for examples on UniFi VIP and BIZ packages :

Package Monthly Fees (RM) Credit Limit (RM)

VIP 5 149 447

VIP 10 199 597

VIP 20 249 747

BIZ 5 199 597

BIZ 10 289 867

BIZ 10 (Fixed IP) 599 1,797

BIZ 20 359 1,077

BIZ 20 (Fixed IP) 899 2,697

Where can a customer update their mobile and email information in order to receive

this credit limit notification?

A customer can update his/her information by:

a) Calling the TM UniFi Centre at 1-300-88-1221 or

b) Visiting his/her nearest TMpoint

c) Updating their information at www.tm.com.my/unifi, click on myUniFi, then click on

Manage My Services

Can a customer request to change the quantum of the credit limit?

At the moment this is not possible. However, for later phases of the roll-out, we will be

considering this option.

http://www.tm.com.my/unifi

What happens to the credit limit quantum if a customer upgrades / downgrades

his/her UniFi Package?

a) For Upgrades

The system will automatically reconfigure a customer’s credit limit to the new limit.

b) For Downgrades

The system will automatically reconfigure a customer’s credit limit to the new limit.

However, customers are advised to pay their outstanding bills in full to ensure they

are not impacted by the new lowered credit limit.

Where can a customer check his/her credit limit status?

A customer can check his/her credit limit status by:

a) Calling the TM UniFi Centre at 1-300-88-1221 or

b) Visiting the nearest TMpoint

Can customers request not to receive any notification on their credit limit status?

No. All UniFi customers will automatically receive a credit limit notification accordingly.

However, no notifications will be sent to customers who subscribe to the Auto-Pay facility.

When will an account be suspended?

An account will be suspended only upon exceeding 100% of the credit limit assigned.

If the service is suspended, what does a customer need to do to reactivate his/her

service?

The customer is required to make a full payment (100%) of his/her outstanding amount. The

service will be reactivated automatically within 24 hours. For faster re-activation, please pay

at TMpoint/Telekom Authorized Dealer (TAD) or if you pay at other channels, please call TM

UniFi Centre at 1-300-88-1221 to inform on the payment made by providing the payment

reference number.

How long will it take for a UniFi account to be re-activated after payment is made?

a) Within 24 hours-If payment is made at a TMpoint/Telekom Authorised Dealer(TAD)

b) Within 48 hours - If payment is made via other payment channels such as below:-

i. Online payment sites such as M2U, etc

ii. Bank counters

iii. Pos Malaysia counters

iv. Pusat Bayaran Bil Setempat