FAQ

1

I want to know more about Unifi Home.

You can find Unifi Home product information here. . More information can be found in www.tm.com.my too.
2

I want to relocate my Unifi service to a new address. What are the important things that I should know about?

Here are the important things to note before you proceed with your service relocation request:
Your service account that you wish to relocate must be in ACTIVE status.
If you have current and outstanding amount in your bill, we advise you to make the payment first so we could proceed to process your relocation request.
Your relocation will subject to Unifi service availability at your new address. If the location is not within Unifi coverage but available with Unifi Air, you will be offered with a Unifi Air package with speed that will closely match your existing package.
Depending on the new location, there is a possibility that your telephone line number might change if we are not able to maintain the same number for you.
3

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.
4

How do I check service availability in my area?

You can check service availability through our website here: Check Unifi Coverage. or at 016-611 8611.
5

How do I subscribe to UniFi?

Interested parties can register their interest for UniFi at this website : Apply Unifi Broadband or call us at at 016-611 8611 to apply for Unifi.
6

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-ofcharge 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.
7

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.
8

Removal of UTV Movies from HyppTV Everywhere offerings.

1) Why did you remove this channel?
UTV Movies will be discontinued on HyppTV Everywhere commencing 24 May 2017. However, this channel still available on HyppTV (on STB).

2) When is the effective date for the removal of UTV Movies?
The effective date is on 24 May 2017.

3) Who will be impacted from the removal of this channel?
HyppTV Everywhere customers

4) Will customer be entitled for any rebate pertaining to this removal?
There will be no rebate given to customer.

5) I want to report this to MCMC as I feel cheated by TM
TM holds no right to neither stop nor suggest, shall customer wanted to lodge any reports against any product offerings to third party as mediator for settlement. However, we assured that all activities carried by TM or HyppTV pertaining to the matter are govern by broadcasting licenses in purview of MCMC.

9

Revision of early termination fee for Unifi

1

1. What is credit limit (CL)?

Credit limit is the maximum allowable total charge that will be allowed on a customer’s monthly bill. This includes rental or monthly package fees and all usages under UniFi/Telephone/Streamyx/CDMA/Biz Broadband/PRI account which is yet to be billed. Implementation of credit limit will not overrule the credit treatment process which is already in place to manage any late/overdue payment. Hence, customers are advised to observe their bill due date and make full payment on time to avoid any service interruption.
2

2. How is the credit limit implemented?

a) For existing users, the credit limit will be matched against the total of any unsettled bill amounts, rental or the monthly package fee, any additional voice charges, 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), rental or the monthly package fee (maximum of 2 months upfront fee), any additional voice charges, and value-added services.
3

3. When the credit limit was/will be implemented?

Phase 1 (UniFi service): 1 st August 2012.
Phase 2 (Telephony/Streamyx/CDMA/Biz Broadband and PRI services) : 1 st April 2013.
4

4. Who will be affected?

All Existing and new UniFi/Telephony/Streamyx/CDMA/Biz Broadband and PRI customers for both Consumer and SME segments.
5

5. How will customers be notified on this credit limit policy?

Prior to implementation of Credit Limit, customers will be notified via:
a) SMS
b) E-mail
c) MyTM portal (https://mytm.tm.com.my/new/login.jsp)
d) MyUniFi Portal at (https://occ.unifi.my)
e) TM Portal (http://www.tm.com.my)
f) Voicemail call when the customer calls TM Contact Centre (100)Beginning 1st April 2013, customer will receive their Credit Limit utilization via:
a) SMS
b) E-mail
c) IVR

1

1. I want to use my TM WiFi service for the first time, where can I refer for my password?

Your myUniFi ID and password were created and sent to your mobile phone and preferred email address during UniFi installation once the details (mobile phone and email address) has been confirmed. Your UniFi and other service passwords can be set or changed at myUniFi portal (https://occ.unifi.my). 2. I did not get / forgot my myUniFi portal login ID and password.
2

2. How do I retrieve it?

i. You can check at your preferred email address or on your mobile phone again (or)
ii. You can call our TM UniFi Center (1-300-88-1221) to resend myUniFi portal login and password to you.
3

3. I have myUniFi portal ID and password now. How do I change my TM WiFi password?

i. Please login to myUniFi portal (https://occ.unifi.my) using the ID and password given
ii. Under myUniFi tab, expand the Billing Account
iii. Click “Change Service Password” button
iv. Choose the service(s) that you want to change the password and key in your preferred password
v. Click “Submit”
vi. You will receive your password via SMS and your preferred email address

Package Subscribed	Package Price	Actual internet price before discount	Remaining Contract Period	Penalty Fee to be Paid
Scenario 1: Customer subscribed Unifi Lite at RM129/month	RM129	RM129	12 months	= RM129 X 12 months Total RM1548
Scenario 2: Customer subscribed unifi Advance at RM179/month after discount	RM 179	RM199	10 months	= RM199 X 10 months Total RM1990

GENERAL UNIFI FAQ

UNIFI CREDIT LIMIT FAQ

UNIFI SECURITIES ENHANCEMENT FAQ

QUICK LINKS

Unifi Coverage

Available in iTunes and Google Play