FAQ unifi home
NO QUESTION ANSWER
QUESTIONS ON unifi Home
GETTING TO KNOW
1 What is unifi? . unifi, a premier brand under Telekom Malaysia Berhad (TM), is the one and only convergence brand that brings you four technology leading products – unifi home, unifi mobile, unifi TV and unifi wifi, for residential and business customers all under one roof. For more information on unifi, you can visit unifi.com.my.
2 What is unifi Home? . unifi Home is a bundled triple-play service offering that offers High Speed Internet of up to 100Mbps, Voice and unifi TV (IPTV service) for residential customers.
3 What are the benefits . unifi will enhance your high speed internet, mobile and entertainment if I subscribe to experience by providing the fastest internet speed, greater variety of unifi? entertainment options for you and the whole family, affordable mobile packages with unlimited data andbetter service stability.For more information or to subscribe to unifi Home, visitunifi.com.my or kindly visit any of our TMpoint outlets nationwide.
4 What is the . unifi TV is the brand name for an IPTV service offered by TM. Unlike difference between satellite TV, unifi TV offers a seamless video and Live TV streaming unifi TV and satellite service transmitted via Internet Protocol Television (IPTV) through unifi TV? broadband network. The service provides customers with a worry free viewing pleasure in any weather condition whether at home or even anywhere via unifi PlayTV app on any smart device. For more info on unifi TV, visit unifi.com.my/tv.
5 What are the . You can enjoy unlimited experiences and unmatched choices with the unifi package offerings Home package offerings. under unifiHome plan? . Enjoy speed of up to 100Mbps with any of these unifi TV packs:
unifi lite unifi advance unifi advance unifi pro plan™ plan™ plan™ plus plan™
10Mbps 30Mbps 50Mbps 100Mbps Download Download Download speed Download speed speed up to speed up to up to 50Mbps up to 100Mbps 10Mbps 30Mbps Upload speed Upload speed up Upload speed Upload speed up to 20Mbps to 50Mbps up to 5Mbps up to 10Mbps
Aneka Aneka Aneka Plus Aneka Plus Pack Plus Pack Plus Or Pack Ultim Or Ultim Pack Varnam Ultim Or ate Varnam ate Or Plus ate Varna Pack Plus Pack Varna Pack Pack m Plus Pack m Plus Or Pack Or Pack Ruby Or Ruby Or Plus FAQ unifi home
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Ruby Plus Ruby Ultimat Pack Plus Pack Plus e Pack Or Pack Or Pack Jumbo Or Jumbo Or Lite Pack Jumbo Lite Jumbo Or Lite Pack Lite Sports Pack Or Pack Pack Or Sports Or Sports Pack Sports Pack Pack
Retail Retai Retail Retai Retail Retail Retail Retai Packa l Packag l Packa Packa Package l ge Pack e Price Pack ge ge Price Pack Price age RM199/ age Price Price RM329/m age RM12 Price month Price RM249 RM279 onth Price 9/mont RM1 RM2 /month /month RM3 h 59/m 29/m 59/m onth onth onth • Price shown is inclusive of 0% GST • Retail Package Price will vary according to campaign
6 Does the unifiHome . Yes, unifi Home packages for residential are subject to the Fair Usage have a Fair Usage Policy (FUP). FUP is a standard global practice to ensure that good quality Policy (FUP)? of Internet experience is provided to all customers fairly.
7 Are there any extra . You can enjoy the below features along with the unifi Home offering: features that I will receive with unifi unifi advance & pro Features unifi lite plan™ Home plan offering? plan™ Installation & WAIVED activation UNLIMITED wifi@unifi (until further notice) FREE Corded phone FREE Cordless phone via TM Rewards points Telephone set will be Telephone set redemption (collection of provided upon unifi telephone set at TMpoint) installation INCLUSIVE of unifi TV INCLUSIVE of unifi TV packs viaSet-Top-Box unifi TV packs via (STB) playTV@unifi app on two INCLUSIVE of (2) devices playTV@unifi app on two (2) devices Wireless router INCLUSIVE *Corded phone / Cordless phone, unifi TV Set-Top-Box (STB) & Wireless router is applicable to new installations only.
8 What are the Add- . Customers can pick and choose the relevant Add-Ons that will boost their Ons offered to broadband experience. customers of unifi Home packages? NO. ADD- DESCRIPTION OFFERING FAQ unifi home
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ONS 1. Voice Voice package for Additional RM 20/month Pack 20 national call with • Inclusive 600 minutes talk time affordable • Beyond 600 minutes: monthly o Call to TM fixed line: FREE commitment o Call to Mobile & other fixed line: 10 sen/min
2. Voice Voice package for Additional from as low as IDD international call RM20/month with affordable • Enjoy up to 1,000 free minutes monthly to selected 8 countries. commitment • Rate beyond free minutes will be charged as low as 15sen/min.
3. unifi TV Watch the latest Additional from as low as packs via shows on unifi TV RM30/month Set-Top- on your large • Choose from Ultimate, Aneka Box screen Plus, Ruby Plus or Varnam (STB) Plus. (applicabl e to unifi advance plan™ & unifi pro plan™ only) 4. unifi TV Watch the latest Additional from as low as packs via shows on unifi TV RM30/month playTV@ on mobile devices • Choose from Ultimate, Aneka unifi app Plus, Ruby Plus or Varnam (applicabl Plus. e to unifi lite plan™ only) 5. Security Provide a Additional from RM99 / 1 unit IP and complete camera/month Surveilla business and • 24-hour complete security nce home security solution. solution with 24- hour, real-time monitoring service
6. Home Protect your Additional from as low as Gadget home gadgets RM15/month Protectio against accidental • Protect your home gadgets n damage, liquid against accidental damage, damage, burglary liquid damage, burglary and FAQ unifi home
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and robbery robbery.
9 What are the . The contract periods for unifi Home and its Add-Ons varies. Please refer contract periods for to the table below for more information: unifi Home and its Add-Ons? NO. ITEMS CONTRACT PENALTY IF TERMINATION PERIOD WITHIN CONTACT PERIOD 1. unifi 24 months the remaining months of broadband monthly subscription fee (price before discount) 2. Voice Pack Not Applicable Not Applicable 20 3. Voice IDD 1 month 1 month of subscription fee 4. unifi TV 12 months The remaining months of packs via monthly subscription fee of Set-Top-Box unifi TV pack or playTV@unifi app 5. Security and 36 months Up to maximum 6 months Surveillance subscription fee 6. Home 12 months The remaining months of Gadget monthly subscription fee Protection
10 What is the . The difference between unifi TV packs via playTV@unifi app and unifi TV difference between packs via Set-Top-Box are: unifi TV packs via No unifi TV packs via unifi TV packs via playTV@unifi app playTV@unifi app Set-Top-Box and unifi TV packs 1 Customers can stream their Customers can stream their via Set-Top-Box? favorite latest shows, favorite latest shows, programmes and LIVE TV on programmes and LIVE TV on mobile devices i.e. smart large screen i.e. television phone, tablet. via playTV@unifi via unifi TV Set-Top-Box app 2 All channels are available via All channels are available for playTV@unifi app except unifi TV packs via Set-Top- selected channels which Box. Channels listing can be exclusively available only on unifi viewed at unifi.com.my/tv TV Set-Top-Box.
Channels listing can be viewed at unifi.com.my/tv
11 What is the effective . If you purchase your Voice Pack 20: date for the Voice add-on together with broadband,the Voice Pack 20 will be immediately Pack 20 add-on? activated once your broadband is activated. add-on after your broadband has been activated, the Voice Pack 20 will be immediately activated. FAQ unifi home
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12 Will I be able to . Currently unifi TV pack comes in bundle with unifi Home triple play service subscribe tounifi of High Speed Internet, Voice services as well as unifi TV’s entertainment Home without any pack, perfecting your unifi experience giving you value for your money. unifi TV pack?
13 Can I change my . Yes. Customers are subjected to fees as below: unifi TV pack after I NO. ACTIVITY FEES subscribe to the unifi 1. Upgrade unifi TV pack FREE package? How can I 2. Change unifi TV pack (same price/value) FREE request to change my unifi TV pack? 3. Downgrade unifi TV pack RM10
. Customers can request to change their unifi TV pack at any TMpoint outlets,via Live Chat at unifi.com.my/chat, tweet us @helpmeunifi or message us at facebook.com/weareunifi.
14 Is there any penalty . Customer who terminates their unifi Home account after 12 months but still imposed if I before the end of the minimum contract period (24 months) will be charged terminate my unifi with monthly subscription fee of broadband (price before discount) of the Home within the remaining months. minimum subscription period? . Customer who terminates their unifi Home account before 12 months will be charged a penalty of: monthly subscription fee of broadband (price before discount) of the remaining months and; monthly subscription fee of unifi TV pack of the remaining months
. The early termination penalty for unifi TV pack before the minimum period of 12 months will be based on the monthly subscription fee of unifi TV packas below: Aneka Plus/Varnam Plus/Ruby Plus pack: RM30 Ultimatepack: RM60
. Customer is required to settle any outstanding bill prior to the termination request. For more information, please refer to your service Terms & Conditions.
15 Is there any penalty . There will be no penalty charge for termination made after the minimum charge if I terminate contract period (24 months). my unifi Home AFTER the minimum subscription period is over?
ELIGIBILITY
16 Who is eligible to . The unifi Home packages are eligible to all new and existing TM subscribe to the unifi customers, under customer name, subject to service and coverage Home? availability.
17 Are Non-Malaysians . Yes, the packages are also open for non-Malaysians to subscribe. eligible to subscribe to the packages? FAQ unifi home
NO QUESTION ANSWER
VOICE OFFERING, DOWNLOAD & UPLOAD SPEED
18 What are the voice . Under the unifi Home packages, calls from Fixed to Fixed and Fixed to call charges offered Mobile will be charged 20 sen/min (including local calls). unifi Home packages?
19 What is the . The download and upload speeds for unifi Home are as follows: download and NO. SPEED DOWNLOAD UPLOAD upload speed for SPEED SPEED unifi Home? 1. 10Mbps Up to 10Mbps Up to 5Mbps 2. 30Mbps Up to 30Mbps Up to 10Mbps 3. 50Mbps Up to 50Mbps Up to 20Mbps 4. 100Mbps Up to 100Mbps Up to 50Mbps
20 Why is the upload . Based on our findings on consumer’s behavior, most users are hungry for speed different from higher download speed. Most of the activities spent on the Internet the download requires higher download speed for seamless internet experience, for speed? instance: video streaming, social networking, downloading materials, etc. Having said this, TM is committed to provide higher bandwidth to our customers.
. The upload speed for the all new unifi is sufficient to provide good experience to almost all customers. From the usage statistics of our existing unifi customers from 10Mbps and 20Mbps customers, 90% of total users only utilised less than 5Mbps upload speed. Common genuine usage includes gaming, VoIP, FTP, CCTV and video streaming and other high latency application.
21 I need higher upload . The upload speed for the new unifi advance plan™ and pro plan™ is speed. Do you have sufficient to provide a trusted internet experience to almost all subscribers. any packages that For customers that require higher upload speed, we encourage them to can suit that subscribe to our unifi pro plan™ to enjoy maximum upload speed that we requirement? can offer.
SERVICE AVAILABILITY
22 How do I check the . You can check service availability in your area online at.unifi.com.my, via service availability in Live Chat at unifi.com.my/chat, visit any TMpoint outlets nationwide, tweet my area? us @helpmeunifi or message us at facebook.com/weareunifi.
REGISTRATION
23 How do I subscribe . Customers may register via online at unifi.com.my, or visit the nearest to the unifi Home? TMpoint, TM Authorised Dealer (TAD) and resellers.
24 I’m not a Malaysian, . You can ONLY register online via unifi.com.my or go visit any nearest can I subscribe to TMpoint outlets. unifi Home via online, TM Authorised Dealer FAQ unifi home
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(TAD) or resellers?
NEW APPLICATION
25 Why doesn’t unifi lite . Based on consumer lifestyle nowadays, there are some internet users plan™ subscription whoconsume their entertainment needs via video streaming and on comes with unifi TV demand content at their own convenience time using their own smart Set-Top-Box? devices. unifi lite plan™ offers youwith high speed internet and playTV@unifi app ID access which give customers the freedom to watch their favourite programmes and content on any smart devices at home oreven when they are on-the move without unifi TV Set-Top-Box.
UPGRADE / DOWNGRADE
26 Can I upgrade / . Yes, you are able to upgrade to the higher speed package at any time. downgrade to the unifi Home package? . For downgrade request, customers who request to downgrade their package within the contract period, the current contract period will be renewed to 24 months.If customers downgrade after the contract period, there is NO penalty or contract renewal.
27 Can I downgrade to . With the introduction of unifi Home, the previous packages i.e. unifi VIP5 / unifi VIP5 / VIP10 / VIP10 / VIP20 will no longer available. Therefore, customers will not be VIP20 / broadband able to downgrade to those packages once customers have subscribed to packages after the unifi Home. subscribing to the unifi Home? . However, if customer wishes to downgrade to broadband packages, they can do so at the nearest TMpoint outlets.
28 Where can I upgrade . Applications can be made by reaching us via Live Chat at / downgrade my unifi unifi.com.my/chat, or visit the nearest TMpoint outlet, TM Authorised Home package? Dealer or TM Reseller,tweet us @helpmeunifi or message us at facebook.com/weareunifi.
29 My current unifi VIP . You will not be penalised. However, the contract period will be renewed to package is still 24 months. within the contract period and I wish to upgrade to unifi Home. Will I be penalised?
30 If I am an existing . Yes, if you have upgraded your broadband package to unifi lite plan™, unifi VIP subscriber you can still experience the unifi TV content from your preferred unifi TV with unifi TV Set- pack whether it is Aneka Plus/Ruby Plus/Varnam Plus/Ultimate pack using Top-Box (STB) and I your existing unifi TV Set-Top-Box. have upgraded to unifi lite plan™, can I view unifi TV content from my existing unifi TV STB? FAQ unifi home
NO QUESTION ANSWER
31 I noticed that my . unifi lite plan™ offers unifi TV content experience via playTV@unifi app. current unifi VIP As a loyal TM customer, you have the privilege to watch unifi TV content package based on your preferred packs (Aneka Plus/Ruby Plus/Varnam subscription is Plus/Ultimate) via your existing Set-Top-Box. In addition, as you have bundled with unifi TV upgraded to unifi lite plan™, you can also watch your favourite Set-Top-Box but I do entertainment programmes on playTV@unifi app anywhere, for up to max not subscribe to any two (2) devices. unifi TV packs. It comes with Free-to- Air (FTA) channels such as RTM and TV3. If I upgrade to unifi lite plan™, will I be able to view the unifi TV content via Set-Top-Box or via playTV@unifi app only?
32 If I am subscribing to Currently Add-on request for Set-Top-Box is not available for unifi lite plan™. unifi lite plan™, am I Alternatively, you can *upgrade to unifi advance/unifi pro plan™ to enjoy your eligible to subscribe unifi TV pack through a Set-Top-Box. unifi TV packs with Set-Top-Box? *(subject to service and coverage availability)
SPEED TEST
33 How do I check the . Once your unifi Home is activated, you can run a speed test via speed of my unifi http://speedtest.tm.com.my/ Home?
34 I am an existing unifi . Step 1: You are required to turn off your wireless router for 10 minutes to VIP customer and allow new configuration to take place before you can enjoy your new planning to upgrade speed. to unifi Home. What do I need to do after . Step 2: Once done, you can start testing your unifi speed at this link TM has successfully http://speedtest.tm.com.my/. upgraded my speed / package? . Step 3: Click the ‘GO’ button on the front page and wait for the test to complete.
FAQ unifi home
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. Step 4: The test will show the result of your current upload and download speeds.
IMPORTANT NOTES:
1. Before you perform the speed test, please stop any ongoing downloading activities and shut down any programmes that may be utilising your connection i.e. P2P, streaming, etc.
2. Speed test can be done over wireless however, for accurate results, it is recommended that the test to be done over wired connection by using LAN cable provided during your unifi Home installation.
3. Simply plug the LAN cable from your computer to your wireless router LAN port LAN1 to LAN3 (any of them).
FAQ unifi home
NO QUESTION ANSWER
LAN cable Wireless router LAN ports
35 Why couldn’t enjoy . unifi Home is a wired broadband service. Wireless connectivity is a the speed as complimentary featureoffered to our customer via the wireless router and it advertised? is subject to interference and obstructions factor.
. Internet access speed may be affected due to several factors such as: Locations of websites; users may experience lower speed when accessing website which originated from international server. Capacity of visited web server or some web servers are unable to cope with huge traffic demand from users OR do not have enough capacity OR where download speed is restricted to ensure fair level of service Network congestion as a result of network maintenance or outage. User is running multiple applications simultaneously like user other applications such as Peer-to-Peer e.g.: Bittorent Multiple users sharing the unifi Home bandwidth at customer’s premise at the same time.
36 What can I do to . We recommend customers to practice these tips in order to improve the improve the speed speed via wireless connectivity: via wireless HEAT - Place your wireless router away from areas with high connectivity? temperature as heat will affect the router performance and browsing experience. a. Wireless router should be placed in an open area to allow heat ventilation. b. Place the broadband equipment next to each other instead of stacking it up to reduce the risk of overheating.
DISTANCE – Wireless router has distance limitations when it comes to signal range. As distance increases, the signal becomes weaker. a. Consider placing your Wireless router in an area where you would frequently do your browsing activities
OBSTRUCTION – WiFi signal efficiency will decrease when it passes through physical obstruction e.g.: thick walls, metals and solid objects. a. Consider placing your Wireless router in an open area to maximise signal reception b. Avoid placing your router in a closed cabinet, secluded room or under the stairs. ELECTROMAGNETIC INTERFERENCE – Signal waves generated by home appliances such as microwave ovens, refrigerators, baby monitors can interfere with your WiFi connectivity. a. Place your Wireless router away from the home appliances b. Avoid sharing the power socket that is connected with the home appliances. WIFI SECURITY PASSWORD – A user may hack into your WiFi FAQ unifi home
NO QUESTION ANSWER
security password to get free internet access. The more users connected to your Internet, the more bandwidth will be consumed; thus affecting your browsing experience. a. Consider setting a unique and strong WiFi security password. b. Consider changing your WiFi security password from in a regular basis to improve your network security
. Alternatively, customers can visit this link for further information on tips to enhance your wireless connectivity speed.
RELOCATION
37 What if I need to . Relocation request can be made at any TMpoint outlets and is subject to relocate my unifi service availability at the new area where you wish to relocate the service. Home service? Are The relocation fee of RM300 shall be waived. there any charges that I need to pay? . For internal relocation within premise, there will be a relocation fee of RM300 for Entry Wall movement, and RM200 if without Entry Wall movement.
38 I’m subscribing to . If you relocate to a unifi non-serviceable area: unifi Home and I You have the option to subscribe to anyBroadband speed available wish to relocate at depending on the area served. an area that it is still If you do not wish to subscribe to the anyBroadband speed available, not available with TM has the right to charge early termination fee of your unifi Home unifi Home service account (if applicable). yet. Can I terminate You will not be charged if you relocate at an address that is not my unifi service if available with unifi Home or Broadband. my unifi still within the contract period?
UNIFI HOME INSTALLATION & ACTIVATION
39 When will my unifi . The lead time for your unifi service to be activated is up to seven (7) days Home service be from the date of registration. activated?
40 How long does a . Installation and testing are expected to take approximately 4 to 8 hours typical unifi Home depending on the type of customer’s premise due to the sensitive nature installation and of and the complexity involved in fiber installations. testing take? . The installation process includes site survey, ducting, piping, electrical work and equipment configurations.
41 Does TM allow . Yes, we do. Customers may call their own contractors to fix the internal customers to wiring but TM will not be liable for any damages resulting from any works appoint their own done by third parties. contractor to perform internal wiring?
42 What are the charges . Installation charge for unifi is RM200 (currently waived for standard for installation fee installation for the first 50 meters only). If your premise requires non- FAQ unifi home
NO QUESTION ANSWER
and equipment? standard installation or additional cabling, extra charges will be imposed by TM Contractor. Click here to view more info.
. The standard package is inclusive of equipment worth approximately RM1,000 that will also be given free-of-charge to customers.
TRANSFER OF OWNERSHIP
43 Are there any . Yes, change of ownership is subject to a one-off fee of RM10 per change charges if I request request. for change of ownership?
44 Where can I request . Change of ownership request can be made at any TMpoint outlets. Both for change of existing and new owners must be present with their respective NRICs. ownership?
UPFRONT PAYMENT
45 Do I need to pay any . Yes. For unifi Home service application made without the verification of a upfront payment MyKad Reader, customer is subject to an upfront payment of RM100 (for during application? Malaysians) or RM500 (for non-citizen or a permanent resident of Malaysia).
. The upfront payment will be collected within 10 days from the date of their service activation. Customers will be notified by TM on their successful payment through SMS and the payment will be reflected in their next bill.
PAYMENT & BILLING
46 When will I get my . Customers can expect to receive their first TM bill within one (1) month first bill after I after your service has been activated. The first bill will include pro-rated subscribe to unifi package fee (current usage) and one (1) month advance payment. Home package?
47 Do I pay a separate . All services offered under unifi Home including Home Gadget Protection bill for the services will be in a single bill. bundled in unifi Home? . For Security & Surveillance, unifi mobile and services maintained after subscribing to unifi Home (i.e. broadband, TM Homeline), customers will receive a separate bill.
48 Where can I pay my . You can pay your bill throughseveral payment channels such as: unifi bill? unifi portal via unifi.com.my any nearest TMpoint or TMpoint Authorised Dealer (TAD) outlets POS Malaysia and branches of selected preferred online banking channels
. For hassle free payment transactions, it is highly recommended that you subscribe to TM Autopay service where you can also enjoy a rebate of RM2/month on your monthly TM bills.
. For the list of our authorised bill payment channels, click here. FAQ unifi home
NO QUESTION ANSWER
49 How do I retrieve my . e-Bill (softcopy) – TM will send the e-Bill to your preferred email address, unifi bill statement? and it’s FREE!
. SMS – You will also receive SMS text notification within 7 days after the bill is ready. The content is the bill amount, bill due date and unifi portal link to view the bill.
. TM Portal – You can view your bills for the past six (6) months via online by logging to unifi.com.my.
50 How do I change my . You can change your billing profile via unifi.com.my under Settings > email billing Account section. Or you may chat with us via Live Chat at address? unifi.com.my/chat, send email request to [email protected] or by making a request at your nearest TMpoint.
51 How do I change my . You can change your unifi billing method via unifi.com.my under Settings unifi billing method? > Account section. Or you may chat with us via Live Chat at unifi.com.my/chat, send email request to [email protected] or by making a request at your nearest TMpoint.
52 I cannot open the . In order to view unifi e-Bill, please ensure your device is installed with unifi softcopy bill Adobe Reader (version 7 or above). attachment received in my email. What . If you do not have the software installed in your device, you can download should I do? it for free from Adobe website.
53 I did not receive my . We will sendyour unifi bills to your registered preferred email address to unifi bills. What enhance customer reachability. should I do? . To ensure that you will not miss your bill statement, please verify that your preferred email address for billing purposes under Profile section at unifi portal is correct. Your unifi bill may have been sent to your junk mail folder, so we would like to advise that the email address [email protected] is added to your Email Address Book and/or the “Approved Sender” list.
. Alternatively, you can view your bills via online by logging to unifi.com.my.
54 Can I check my . Yes. You can view your previous bill statements up to six (6) previous previous month months via unifi.com.my. statement?
55 How do I make . Step 1: Sign in to unifi portal at unifi.com.my online payments via . Step 2: Select account unifi portal? . Step 3: Click “Pay Now” button . Step 4: Click “I Agree & Pay Now” button . Step 5: Select payment method either Credit Card or Online Banking . Step 6: Click “Proceed” to proceed with the payment
56 In my unifi bill, . No. unifi TV is part of unifi’s triple play service offering ie. Internet, Voice charges for Internet and IPTV. As such, it is inclusive and cannot be removed. and unifi TV are listed separately. Does this means I FAQ unifi home
NO QUESTION ANSWER
can remove my unifi TV pack?
TELEPHONE SET
57 Am I eligible to get a . Yes. For unifi advance plan™ and unifi pro plan™ subscribers, you will be telephone set if I provided with a telephone set (cordless phone) for FREE upon installation. subscribe to unifi Home package? . 3,700 TM Rewards points will be given exclusively for *new subscribers of unifi lite plan™ to redeem a telephone set (corded phone). The points will be credited into your TM Rewards account within 7-14 working days after installation of unifi lite plan™.
. In order to redeem the telephone set, you will need to sign up as our TM Rewards member first. You can redeem the telephone set (corded phone) at any TMpoint outlet nationwide. In a situation which requires other than the owner to redeem, an authorisation letter and a photocopy IC of the account owner needs to be provided by the authorised person during telephone redemption.
. For more details on TM Rewards, visit here.
*[This is not applicable for existing TM broadband customer (formerly known as Streamyx) upgrade to unifi lite plan™]
58 Why do I need to . We are giving unifi lite plan™ customers the freedom to choose, either to redeem my redeem a telephone set or other items available in the TM Reward Portal telephone set if I’m instead of providing a telephone set. subscribing unifi lite plan™?
59 I have received the . All you need to do is a simple self-installation. For step by step guideline, telephone set. Is you may refer to our TM website at ‘Learn more about unifi lite’. there any guideline to install this telephone set?
60 Can I sign up and . Yes, your unifi lite plan™ service needs to be activated before you can redeem my redeem the telephone set (corded phone). You can register as a TM telephone set after Rewards member, if you are yet to be a member, and you may redeem my unifi lite plan™ the phone set within thirty (30) days from your unifi lite plan™ activation activation? date.
61 If I am an existing TM . Redemption of telephone set (corded phone) is applicable to *new unifi lite Rewards member plan™ subscribers. If you are an existing TM Rewards member and you and I registered for have registered for unifi lite plan™, you will be given 3,700 points for you unifi lite plan™, how to redeem your telephone set (corded phone). can I redeem my telephone set? *[This is not applicable for existing TM broadband customer (formerly known as Streamyx) upgrade to unifi lite plan™]
62 Do I need to pay for . It’s FREE! You will be given 3,700 TM Rewards points upon activation of this telephone set unifi lite plan™ to redeem the telephone at any nearest TMpoint outlets. FAQ unifi home
NO QUESTION ANSWER
during redemption?
63 Is there any expiry . Yes, there is. Your points are valid for 3 years and will be forfeited upon date to my points? expiry. Deduction of points will be based on first-in-first-out basis. For example, points earned in July 2017 will expire in July 2020.
64 Can I use that TM . Yes. You can use those points to redeem other items, as long as the item Rewards points to is available in TM Reward Portal. redeem other items instead of the telephone set?
65 Is the telephone set . Yes, the set is covered by a one (1) year warranty by supplier for fault due covered by to a manufacturing defect. warranty?
66 What if my redeemed . There are two (2) methods to replace faulty telephone set (corded phone) telephone set is depending on your redemption method. faulty? If customer redeemed via TM Reward Portal, customer is not eligible for a one-to-one replacement/swap. However, the supplier will fix the telephone set within 14 days (only applicable to successful redemption before 31st July 2017) If customer redeemed via on-the-spot redemption at TMpoint, customer is eligible for a one-to-one replacement/swap set within 14 days from redemption date. Otherwise, it requires 14 days for telephone set (corded phone) to be fixed by supplier.
. Any faulty set can be returned to the nearest TMpoint.
OTHER EQUIPMENT
67 What should I do if I . For unifi Home service inquiry or further assistance, you may contact us have a problem with via Live Chat at unifi.com.my/chat, visit any TMpoint outlets nationwide, my unifi Home tweet us @helpmeunifi or message us atfacebook.com/weareunifi. service?
68 What should I do if . If the fault is due to a manufacturing defect and the equipment is still under my unifi Home warranty, the equipment will be replaced for FREE. equipment is faulty? . If the fault is due to customer, customer has an option to replace the equipment either by purchasing a new set of equipment at their own cost without the service contract period being extended or opt for renewal of service in which the contract period of subscribed service will be refreshed effective from the date of the equipment replacement and the equipment will be replaced for FREE.
. Alternatively, you may contact us via Live Chat at unifi.com.my/chat, visit any TMpoint outlets nationwide, tweet us @helpmeunifi or message us at facebook.com/weareunifi for assistance.
69 Will I get new . No, your equipment will not be changed if you upgrade from unifi VIP equipment if I packages to unifi Home. FAQ unifi home
NO QUESTION ANSWER
upgrade from broadband / unifi VIP . For existing broadband subscribers who upgrade to any of the unifi Home packages to unifi packages, TM will provide you with a new equipment. However, for Home package? existing broadband subscriber who upgrade to unifi lite plan™, TM will provide a new equipment to replace the existing broadband modem only.
70 Will the equipment . The equipment warranty will be refreshed for another one (1) year from warranty be the date of upgrade. refreshed if I upgrade from unifi . The warranty will not be refreshed if customer upgrade within unifi Home VIP packages to unifi package and no new equipment will be provided. Home package?
71 What are other . These are additional information that may help you understand more things about unifi about unifi Home service: Home that I should know? • If your premise is a high rise building served via copper, you are required to terminate your existing broadband service (if any) before subscribing to unifi Home.
• Minimal drilling is required for fiber installation to the premise. You will be responsible for providing a TV set and 4-socket extension cord to complete the installation. No installation appointment will be made for premise under renovation.
• All triple play services (internet, voice and TV) will be activated during service installation. Partial service activation is not allowed.
• unifi Home is a wired broadband service. Wireless connectivity is an additional feature that TM provides for free and is subject to interference and obstructions factor which may affect its quality.
• unifi Home 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.
• For internal cabling, additional charges will be applied for standard cables more than 50 meters and payment will be made directly to the contractor.
• For other optional installation e.g. wiring inside ceiling or external cabling (pole to ground with surface cabling to premise), you may appoint your own contractor or deal directly with TM appointed contractor. Payment will be made directly to the contractor.
• Please provide a correct and valid billing e-mail address and hand phone number. TM will send your monthly bill via e-Bill to your registered email address. Apart from e-Bill, you will also receive SMS text notification within 7 days after the bill is ready. The content of SMS is the bill amount, bill due date and unifi portal link to view the bill. Your bill is also accessible at unifi portal (unifi.com.my).
FAQ unifi home
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• All unifi Home equipment provided by TM is covered by 12 months manufacturer’s warranty.