Contents Prepaid Plan Services Offered... 2 Numbering... 3 SIM Card... 4 Quota and Validity Period... 6 Reload... 8 Super Bonus Devices...

Transcription

1 Contents Prepaid Plan Services Offered... 2 Numbering... 3 SIM Card... 4 Quota and Validity Period... 6 Reload... 8 Super Bonus Devices Device User Guide Data Pricing Structure Pricing & Charging Refund Subsidize Coverage Fair Usage Policy Data Speed About TMgo 4G LTE Technology

2 Prepaid Plan Services Offered 1 What services can I get with TMgo? With TMgo services, you can surf the internet, watch your favorite videos & your favorite TV channel online (if you have HyppTV), download your favorite music and transfer huge data files easily 2 Can I make a call through TMgo services? TMgo provides data services only. Thus, voice service is available through 3 rd party application i.e. Skype, Viber etc. 3 Can I send SMS though TMgo services. At the moment SMS services is not available. Alternatively, messaging services are available through 3 rd application i.e. Whatsapp, Skype, Viber etc party 4 What is the speed offered by TMgo service? You will be getting speed up to 20MBps (on best effort basis). Nevertheless, the mobile broadband service availability and speed are highly dependent on the following criteria : Coverage Area Customer s Location ( In premise /out of home) / Distance from Customer s LTE device to the nearest base station Network Traffic / Contention ratio number of people connected to the same base station at any point of time Devices Used (Dongle, MiFi, Smartphone, Tablet etc) 4 Can I roam? Currently, TMgo service is not available for International Roaming 6 Can I MNP my number? MNP Stands for Mobile number portability, which means customer can move to the new service provider without changing their mobile number This service is not available for TMgo broadband services. 2

3 Numbering 1 What is TMgo numbering range? TMgo numbering range starts with XXX XXX. 2 Is it the same as CDMA numbering range? Yes, but allocation has been done to separate these ranges of numbers 3 Can I choose my TMgo number? Yes, but depending on the availability of the number at our TMpoint outlets or the local distributors. 4 Is it important to keep my TMgo number? 5 I have lost my TMgo number. How do I retrieve it? Yes, you need to keep your TMgo number for verification and reload purposes. You can cal our customer service to retrieve your TMgo number. Please dial 100 from any TM fixed line or from any mobile phone. 3

4 SIM Card 1 What is the shelf life for an inactivate SIM Starter Pack? The Starter Pack has 2 years shelf life after it reaches TMpoint or the distributor. 2 My SIM card is faulty, lost or damaged. What should I do? 3 What is the fee for a SIM card replacement? Please visit our nearest TMpoint for SIM card replacement. SIM Card will be replaced with the mentioned conditions for free, but subsequent replacement will be charged RM Can I maintain my TMgo number if I change my SIM card? 5 What will happen to my existing validity period if I replace my SIM card? 6 What will happen to my existing volume quota if I replace my SIM card? Yes, you can maintain your TMgo number when you change your SIM card. Your validity period will remain the same as before the SIM card replacement was made. Your quota volume will remain the same as before the SIM card replacement was made. 7 This is the sample of our SIM Card 4

5 8 What is the SIM Lifecycle which will affect the validity and quota? The Prepaid SIM lifecycle is as follows: 1. Provisioning (before registration) 2. Inactive (after the registration) 3. Active (after the first data session) 4. Suspend (quota balance + 45 days) 5. Termination (1 day after 2-way block) 9 General overview of the quota and validity Main Account Validity Quota Balance Validity 1 st day 30 days expiry 45 days expiry 7 days expiry Active Suspend Terminate Recycle 5

6 Quota and Validity Period 1 What is quota volume? Quota is the data volume allocated to your account to enable you to surf the internet, access your s, download music, watch your favorite online videos or movies and transfer files. 2 How is the quota volume deducted? This quota will be deducted when you surf the internet, access your s, download music, watch your favorite online videos or movies and transfer files. 3 How do I continue to enjoy my TMgo services without interruption? In order to enjoy any TMgo services, customer must ensure that they have enough quota balance and validity. 4 What does validity period means for a SIM card? Validity is the allowable period to utilize the quota volume. If the validity period expired, you might experience service interruption. 5 How is the validity period defined? In General : The SIM Starter Pack comes with 30 days validity period. In order to stay active, you need to reload the SIM with the denominations that we offer. New validity period is based on the amount you reload. If you reload two values at one time, the longest validity period will take place 6 How many validity period for a SIM Card cycle? There are two validity period refers as follows:- 1. Main Account Validity refers to the SIM Card life cycle period 2. Quota Balance Validity refers to the expiry of the quota volume 6

7 7 What is the Main Account Validity Period Main Account Validity refers to the SIM Card validity before it goes to termination stage, where the account cannot be reactivated and the number will be recycled Main account validity is 45 days once the quota balance expired (refers as grace period). Within the period, you need to reload your account if you need to stay active again. After that grace period, your account will be pushed to terminate stage. 8 How long the number will be re-cycled after the termination stage? Numbers will be recycled after 7 days 9 What is Quota Balance Validity Quota Balance Validity is the validity period that ties to the quota volume. How much is the quota given and what is the validity period for a starter pack? 10 What happens to my unused quota balance if I reload my inactive account within the main account validity period? 11 Will I be alerted upon depletion of my quota? 12 What happens if I have no more quota balance or quota balance validity expired? For a starter pack, there is a 2GB preloaded quota volume and has 30 days validity period. For subsequent extension, you need to reload. Your unutilized quota balance will be carried forward. You will not be notified but you will be redirected to the easy reload portal while you are surfing the internet or upon opening of any browser. During depletion of quota balance or quota balance validity - All internet access will be blocked until the next reload, except for a white list of predetermined URLs 7

8 13 What are the predetermined URLs that have been white listed? Easy reload portal Customer subscriber self-care portal Product Page Reseller portal Telekom s portal 14 How can I add my quota balance? 15 Can I get a refund on any unused volume in my SIM card? 16 My volume quota is going to expire soon. What should I do? 17 I have utilized my entire volume quota and cannot access the Internet. What should I do? You have to reload in order to add your quota balance. No. Unused volume quota is non-refundable once it has been loaded into your TMgo SIM card. You need to reload your TMgo Prepaid Mobile Broadband account upon the expiry or depletion of your volume quota You need to reload your TMgo Prepaid Mobile Broadband account upon the expiry or depletion of your volume quota Reload 1 What happen when I reload? Whenever you reload, your quota volume will be increased and the validity date will be extended. 2 How do I reload? Step 1: Purchase your reload voucher at any TMpoint and e-pay network Step 2: Type the voucher PIN at the portal s reload section ** If you are outside TM 4G Network and want to reload, please log on to the internet and visit to key in your voucher PIN. 8

9 3 What is the PIN number? All TMgo reload vouchers or scratch card come with a 12-digit Personal Identification Number (PIN). 4 Why the PIN is important The PIN is important because you need to key in the correct 12 digit numbers as printed on your voucher slip or scratch card to enable successful reload. 5 Where can I purchase the reload PIN? 6 Can I purchase TMgo reload from Automated Teller Machine (ATM) or Online Banking? 7 What is the reload denominations value TMPoint Outlets All E-Pay outlets You cannot purchase the reload PIN from the ATM or online banking at the moment. The reload denominations are as follows:- Data Charging Model Value Quota Validity Weekly Internet Plan RM GB 7 days Monthly Internet Plan RM GB 30 days Monthly Internet Plan RM GB 60 days 8 Is there any expiry date when I purchase the reload from E-pay? Reload PIN purchased from E-Pay outlets must be used within 3 months from date of purchased. 9

10 9 What happens if I use it after the expiry date? The reload PIN will not be valid anymore. There will be a fail notification appear on the screen. You need to purchase new voucher. 10 Can I get a refund after purchasing a Reload Voucher? 11 Is there any limit to reload? Unused TMgo Reload Vouchers cannot be refunded once purchased. There is no limit to reload. You may reload your prepaid account as frequent as possible. 12 Will I be getting bonus when I purchase reload 13 Where can I check my reload quota balance? You will get additional bonus quota depending on the denomination you purchased RM Quota Validity Bonus 10 1Gb 7 days -NA Gb 30 days +500Mb 50 6Gb 60 days +1Gb You can check your reload quota in selfcare portal. You can also log on to under the account status. 14 Where can I check my reload bonus quota balance? 15 If I have both quota balance and reload bonus quota, which will be used first? You can check your reload bonus quota in selfcare portal. You can also log on to under account status. Reload Bonus quota will be used first, then only the quota balance. 10

11 16 If I reload simultaneously of different denominations, which validity period do I get? 17 In what form do I get my reload value? The system will recognize the longest validity period between the two denominations to set as your new validity period Your reload value will be converted straight to quota volume (GB) and will not be reflected as RM in your account. The volume quota will be based on the denominations you purchased and has specific validity period. 18 What is Easy Reload Portal 19 Sometimes I do not get directed to the reload portal upon expiry or depletion of the quota 20 Is there any expiry date on E-Pay voucher? 21 Is there any refund for unused E-Pay voucher 22 What is the duration of 1 day validity period? Easy Reload Portal is a portal which you will be using to reload your account. You will be redirected to the portal based on the following events:- When the quota balance is exhausted Upon end of validity of quota balance and within 45 days before termination If you are in a secured site with https header, you will not be redirected to the Easy Reload Portal. Vouchers purchased from E-pay must be used within 3 months from the date of purchase. no refund will be given for any unused voucher The duration of 1 day validity period is 24 hours - example: From 1 FEB 2014; 1.20pm until 2 FEB 2014; 1.19pm (total of 24 hours) 11

12 Super Bonus 1 What is Super Bonus quota? Super bonus is a bonus granted with the purchase of the SIM starter pack. 2 What is the bonus volume that I will get? Free bonus quota of 500 MB will be given to your TMgo account 3 For how long do I enjoy the bonus? You will enjoy the bonus for 6 consecutive months. 4 When do I get the bonus? The bonus will be granted to you automatically after the 30 th day every month for the next 6 months. 5 What is the condition for me to be entitled for the Super Bonus quota? 1 st Super bonus will be given automatically after the 30 th day of last activation. TMgo account must be active. 6 What is the expiry term of the Super Bonus? 7 How will I be notified on my Super Bonus? 8 Will the Super Bonus impact the maximum volume quota limit calculation? The super bonus validity is only 7 days, and it will be utilized first before the volume quota AT this moment, you can check your super bonus at No, the bonus will have no impact on your volume quota or the main balance quota validity 9 How can I check my Super Bonus? You can check your Super bonus quota in selfcare portal. You can also log on to under account status. 12

13 10 Which will be used first, the Super Bonus quota or the Reload quota? The bonus quota will be deducted first, then only the volume quota will be used If my account is still active, how do you deduct my quota volume, is it from the main account first or the bonus account? What will happen if my volume quota expired, can I still use the bonus quota Will I still enjoy the bonus quota if my volume quota is expired, but my main balance is still valid? Your bonus quota will be deducted first, once exhausted, then the volume quota will be used. Upon expiry of the volume quota, you may use your bonus until it is exhausted Yes, but you can only use your bonus during this time. To use your quota volume, you need to reload. 14 If my main quota expired, will I get any bonus? Once the main balance quota expired, no bonus will be granted. 15 Will my unutilized bonus will be carried forward / rollover No, all unused bonus will be forfeited 13

14 Devices 1 What are the supported Devices on TMgo Network The List is as follows:- No Brand Models Category 3 D-Link DWR-930 MiFi 4 D-Link DWR-922 FWT 2 Can I purchase my own devices? Dongle and MIFI 3 Can I use smartphones / tablet to connect to the network? 4 Do I have to pay deposit to purchase the package? 5 Can I returned the devices if it cannot be used in your TMgo network 6 Is there is any fee imposed for returning the device? 7 What is the warrant period? 8 If I purchase the devices from TM, can I get replacement on the following circumstances:- Damage OR Faulty outside warranty Yes, but TM does not guarantee the compatibility with TMgo 4G LTE Network, which works on different bandwidth. For smartphones or tablet, you may connect via our MIFI. Deposit is not required since you own the device once your purchase the bundle package plan. Our package comes with 7 days money back guarantee, you can return the device if there is no services within your coverage area. Yes, administration fee of RM15 applies The warranty period is 1 year from the date of purchase The situations are treated differently :- Damage OR Faulty outside warranty o No replacement for both situation, customer is advised to purchase a new device or visit the Vendor Service Center if the device is faulty o Beyond the warranty period, subject to TM s obligations under the statutory warranties, TM will charge customer the cost to repair or replace the device 9 If I purchase the devices from TM, can I get replacement on the following circumstances:- Damage OR Faulty within warranty period o o Damage OR Faulty Within warranty period Faulty due to factory defect yes, within 7 days from the date of purchase Damage due to mishandling of devices No replacement, customer is advised to purchase new 14

15 1 What are the supported Devices on TMgo Network The List is as follows:- No Brand Models Category 3 D-Link DWR-930 MiFi 4 D-Link DWR-922 FWT 10 What should I do if I lost the device? 11 Can I get a replacement for lost unit? If the Devices is lost / stolen, you can go to the nearest TMPoints to make a report No replacement is made, if the unit is lost or stolen. Device User Guide 1 Do I need to configure my devices? 2 Where should I go if I am having difficulties to configure my device? 3 How do I manually configure my USB Adaptor (Dongle)/Mobile Router (MIFI)? The devices are pre-configured to be used in our network. You may refer to the User Guide You may walk in to out selected TMpoints You may want to call 100 from your fixed line and from a mobile phone Plug the dongle on your computer, and the connection manager will appear. Click on setting, and fill up the information listed below, and save. Profile Name : TMGo APN : TM4g 4 What is IP address, default user & password USB Adaptor (Dongle) confguration page? Access Number *99# Depending on the software of the MOBILE BROADBAND device you are using, you may be asked for just an APN or both an APN and an Access Number. USB Dongle doesn t have IP address. Here are the steps to go to D-Link Connection application: Step 1: Click D-Link Connection Manager on desktop screen. Step 2: 15

16 Click YES to allow D-Link Connection Manager application. Step 3: D-Link Connection application displayed. Click CONNECT to surfing 5 What is IP address, default user & password for Mobile Router (MiFi) configuration page? Step 1: Go to Command Prompt, type ip config. 16

17 Step 2: Go to Browser. Type IP address Step 3: Windows Security displayed. At User Name, type admin. Click ENTER (Password Leave blank) 17

18 Step 4: GUI screeen displayed 6 How to change SSID or Wireless Key of MiFi? Or password Step 1: Click Wi-Fi Setup 18

19 Step 2: GUI Screen displayed. SSID name by default: dlink_dwr-930_202b Step 3: To change the SSID name: Type a new SSID name e.g. TM_LTE_2014 Type new Security key e.g (Max 13 character) Click APPLY to save new SSID name. 19

20 7 What is APN? 8 What is Access Number? The APN (Access Point Name) is a computer and mobile internet protocol that allows a computer or phone to access the internet using the mobile phone network. The Access Number replaces the old dial up telephone number that your computer s modem used to dial into the internet through your phone line 9 DO users need to perform software update 1 What is 4G LTE USB Adapter At the moment, there is no requirement to perform software update as the existing devices firmware are up to date. TM will advise customers from time to time if there is a need for the changes. The 4G LTE USB Adaptor allows you to connect your desktop or laptop to TM 4G network. Surf the web, check s, download files, and stream multimedia content from wherever you have mobile network coverage. 2 What is the features of the devices OPTIMAL PERFORMANCE WITH 4G LTE TECHNOLOGY Enjoy high-speed mobile broadband and get things done quicker with 4G LTE technology. The 4G LTE USB Adaptor is also backward compatible with existing 3.5G, 3G, and 2.5G technologies. Supports LTE networks MIMO antenna microsd card slot Plug & Play SMS and phonebook support 20

21 3 What is the minimum system requirement for the device? Windows 8/7/Vista/XP SP3¹ Mac OS 10.5 or higher² Linux OS Ubuntu 9.10 or higher³ 4 What is the size of the USB Adaptor? 5 What is in the packaging? 6 What is the available interface on the devices? DIMENSIONS 99mm x 32.5mm x 11mm 4G LTE USB adaptor SIM card Quick installation guide TMgo user guide 1 x type A USB connector 1 x USIM/SIM slot 1 x microsd slot4 7 Caveat on the speed Actual speeds will vary and are dependent on a range of factors including network configurations, network capacity, signal strength, and the conditions of your mobile broadband service plan. 8 Compatibility Note 1 Computer must adhere to Microsoft s recommended system requirements. 2 Computer must adhere to Apple s recommended System Requirements. 3 Computer must adhere to Linux s recommended System Requirements 4 Supports microsd cards with a capacity of up to 32 GB. 9 Quick Guide 21

22 1 What is the 4G LTE Mobile Router? 2 What is the features of the devices 3 The 4G LTE Mobile Router lets you share your high-speed mobile internet connection with multiple PCs and mobile devices wherever you go. With the 4G LTE Mobile Router, you ll have access to smooth online video, high-speed cloud computing, and seamless surfing on any device, from anywhere. There s even an on-board microsd card slot so you can keep your most important files on hand for quick and convenient access. Sleek and small, easily fits in the palm of your hand 4G LTE modem and n WiFi router Personal storage via microsd card 4 Quick GUide 22

23 5 What is in the packaging? 6 What is the available interface on the devices? 4G LTE Mobile Router SIM card Quick installation guide TMgo user guide LCD display Built-in microsd card slot 1880 mah Li-ion battery 7 Caveat on the speed Actual speeds will vary and are dependent on a range of factors including network configurations, network capacity, signal strength, and the conditions of your mobile broadband service plan. This is a sharing basis device, therefore, each user s experience varies depending on the activities perform by the connected devices. 8 Compatibility Note LTE/HSUPA/HSDPA/UMTS/EDGE/GPRS/GSM Supported frequencies: -FDD-LTE:850/2600MHz -UMTS:2100/850MHz - GSM: 850/900/1800/1900 MHz n/g/b wireless compatible3 WPA/WPA2TM wireless encryption and Wi-Fi Protected SetupTM (WPS) Router function with DHCP, NAT, and firewall functionality 23

24 Data Pricing Structure 1 How does my quota get Quota will be deducted based on volume used for data uploading and downloading deducted? 2 How do you charge the data? 3 What is your data unit structure? 4 Why my data is deducted when my device is idle? Charges are based on 1 megabyte increments and are rounded to the nearest cent kilobytes = 1 megabyte megabytes = 1 gigabyte You may experience data deduction during idle stage, this is due to the background activities from your device (s) on window updates, applications or software updates, which is beyond TM s control Pricing & Charging 1 What is the price of your packages? 2 What is available reload value? 3 If I change my SIM, how much is the fee? 4 Is there any activation fee charge We have 2 different packages mainly with the pricing as follows:- SIM + USB Adaptor( Dongle) = RM SIM + Mobile Router ( MIFI) = RM The reload denominations are as follows:- RM Quota Validity Bonus 10 1Gb 7 days -NA Gb 30 days +500Mb 50 6Gb 60 days +1Gb SIM Replacement is Free for the first time, and RM10 will be charged for the subsequent replacement. NO activation fee will be imposed 24

25 5 Is there any device replacement charges? 6 Is there any cancellation fees? 8 Repairing and replacing equipment The devices cannot be replaced, but we will help with the repairing work. You may cancel your service at any time. No cancellation fees apply and you will not be entitled to any refund for any unused data or unredeemed Reload amounts. If we need to repair or replace any of the equipment that you have purchased from us, outside the warranty period, we may, subject to our obligations under the statutory warranties, charge you the cost of repair or the replacement cost. The replacement cost of modems used in connection with the service is as follows: 9 Change of Account Holder fee 10 Does the purchase of the bundled package plan is subject to Taxation / GST This is a prepaid account, change of name is not allowed. Yes, in the future, we will update the information soon. Refund 1 In what situation that I You can opt to return the device if you are dissatisfied with the service for the following reasons: can return my device? a. Poor Service Quality b. Poor / No Coverage 2 How long is the cooling off period Upon subscription, a customer has a 7-day cooling off period. 25

26 2 Can you explain to me your 7-day money back guarantee policy There is NO refund for the Starter Pack and Reload Pack. Applicable for SIM+device combo pack only You are required to return the modem, SIM card, all accessories and packaging; Please produce proof of purchase; You must be presence personally during the process at the outlet The person whose I/C is used for the registration of service must be present during the return and refund application. No refunds will be made to a 3rd party. 3 Is there any charges imposed? 4 How long is the process of refund 5 How will you transfer the money You will be charged RM15 as administraive charges irrespective of type fo devices purchased It will take at least 2 months We will transfer via bank TT Subsidize 1 Do you provide subsidize for any of the plan? 2 Is there any condition to be eligible for the subsidy? Yes, based on our discretion, we will provide subsidize on the devices only and it is applicable for people residing surrounding the USP areas. You must produce your Mykad with the address within the locality of the Universal Service Provider Coverage (USP) area Coverage 1 How do I check the coverage area 1. To check the coverage area, please log on to 26

27 Fair Usage Policy 1 What is the fair usage policy? Fair usage policy is to provide best internet experience to all customers. For mass market, speed and coverage will be on best effort basis with Fair Usage Policy applicable to mobile broadband services. Thus, to ensure that each Customer will have a good mobile broadband experience (availability and speed), TM will enforce the following policies: 1. Fair usage policy certain bandwidth hogging applications such as Peer 2 Peer (P2P) will be throttled at all times. 2. Quota capping each Reload voucher will come with a volume quota cap. Upon reaching the quota cap, the broadband connection will be blocked until the next reload. Data Speed 1 What is the data speed for your service 2 Is there any other factors which will effect the service? 1. The Service speed is on a best effort basis. 2. The typical average speeds for the 75Mbps 4G LTE USB modem are between 10 to 30Mbps; 42Mbps USB modem are between 2 to 10Mbps; 21Mbps MiFi and modems are between 1 to 5Mbps; 7.2Mbps USB modem are between 500kbps to 2Mbps Factors that could affect the service speed are modem capability, location, coverage, distance from communications tower, operating system and number of simultaneous users. About TMgo 4G LTE Technology 27

28 1 What is 4G LTE? LTE stands for "Long Term Evolution" it is a radio access technology to deliver Very high speeds. 2 What is the current 4G LTE development worldwide? 4G is a Standard in Mobile Network Technology and stands for "Fourth Generation"-the latest after 2G and 3G which gives you a faster and rich internet experience. With 4G LTE hi-speeds, you can notice a visible difference while downloading files, doing video-chat, playing multiplayer games or while viewing HD videos online. There are now 1,371 LTE-enabled user devices from 132 manufacturers. Over 250 models of phones support HD voice. Source: GSA Last year was another excellent year for LTE, which ended with 260 commercially launched LTE networks in 95 countries. Incidentally, the total of 260 exactly matched the year-end forecast GSA made in July LTE arrived in 31 new countries in 2013, helping to push the total number of LTE subscriptions worldwide to within sight of 200 million. What is the difference between GPRS, EDGE, 3G and 4G? a) GPRS: refers to a service on the 2G network that provides basic data up to 56kbps (similar to dial-up speeds) b) EDGE: It is a 2.5G technology. An enhancement of the 2G technology which provides higher data transfer rates compared to GPRS (the default on 2G).The speeds can go up to 144 Kbps c) 3G: 3G technology provides faster / higher data transfer rates compared to the 2G network (EDGE & GPRS).This technology theoretically can offer speeds between 1-21 Mbps. d) 4G: This technology rides on LTE platform and is the latest in the world of mobile data transfer. It is the next generation of mobile communications. Currently it is the most advanced technology available. Theoretical data downlink speeds range between Mbps. 3 Why 4G LTE technologies more superior? Being the latest platform of mobile communications, 4G - LTE can enable real mobile (wireless) broadband experience. 4G provides upto 5 times faster speeds than 3G making it suitable for all type of high speed applications and services. 4G is also touted to be the fastest wireless internet service. 28

29 4 What is the frequency and bandwidth used by TMgo Prepaid Mobile Broadband? Tmgo 4G LTE uses the 850MHz spectrum. 5 What are the benefits of TMgo spectrum? It promised to have a bigger coverage with cheaper cost to serve. It means more people can experience this service. On top of that, it promised to have better indoor coverage. 6 What is the maximum speed that can be achieved by TMgo Prepaid Mobile Broadband? Our speed is upto 20Mbps 7 What is the caveat to the promised speed? Speed is depending on the following circumstances:- User s Location (In premise /out of home) / Distance from User s LTE device to the nearest base station Coverage Area Network Traffic / Contention ratio number of people connected to the same base station at any point of time Devices Used (Dongle, MiFi, Smartphone, Tablet etc) Accessing Websites Capacity 29

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