FAQ

GENERAL UNIFI FAQ

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    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.

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    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.

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    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.

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    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.

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    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.

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    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. 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. 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. 9
    Revision of early termination fee for Unifi

    From 19th March 2018 onwards, new customers who subscribe to unifi and pre-unifi packages will be subject to a penalty fee of the remaining months should the service be terminated within the contract period.
    1. Applicable to all customer segments who subscribe to unifi and pre-unifi packages.
    2. Applicable to new registrations from 19th March 2018 onwards.
    3. Penalty fee will be charged based on the original package price (before discount).

    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

UNIFI CREDIT LIMIT FAQ

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    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.

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    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.

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    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.

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    4. Who will be affected?

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

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    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

UNIFI SECURITIES ENHANCEMENT FAQ

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    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.

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    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.

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    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