Call TM UniFi Centre Visit Selected TMpoint

Transcription

1 Call TM UniFi Centre Visit Selected TMpoint a

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3 PRE-INSTALLATION 1. Upon successful service registration, our call centre/agent will call you for an installation appointment. 2. Re-confirmation of the appointment will be done by TM, 3 days prior and within 24 hours of installation. 3. For cancelled/deferred appointments received within 24 hours of the scheduled installation date, a fee of RM200 will be imposed. INSTALLATION GENERAL REQUIREMENTS 1. As the home owner, your presence will be expected at the time of the installation. Please appoint an Authorised Representative if you are unable to be there. 2. Before any work commences, your sign-off on the Service Acceptance Form will be required. 3. Minimal drilling will be involved to connect the fibre cable from the outside to the inside of your home. 4. Access to 4 power points for the equipment installed will be required. Access to a TV for the HyppTV installation is also required. 5. No installation appointment will be made for homes undergoing renovation. 1

4 2 6. For security reasons, your service password can only be viewed and changed at myunifi portal ( Your myunifi account details will be delivered to your mobile number as well as to your preferred address. Please ensure your contact details are correct. 7. You and/or your Authorised Representative must provide your respective NRIC/Passport during the UniFi service installation for verification purposes. STANDARD INSTALLATION 1. For all standard installations, a fee of RM200 will be imposed. (Please see inside for more details.) 2. All wiring work carried out will be run along the surface of walls and enclosed in a casing called a raceway. 3. If additional cabling length is required beyond what is provided in the standard package, extra charges will be imposed. These extra charges will be billed in your next bill. No cash payment is to be made. OPTIONAL INSTALLATION 1. Optional installation covers outside pole to FTB via surface or underground wiring, 3M surface wiring and wiring over the ceiling. 2. You will have to hire your own Contractor to carry out optional installation activities or you may select one from TM s list of panel Contractors. 3. For optional installation activities, charges will be imposed. Charges quoted will cover the cost of labour and microduct piping or 3M materials where applicable. These charges are to be settled in cash with the Contractor concerned. Please insist on a receipt. If any additional internal cabling length is required beyond what is provided under the

5 scope of the standard installation, the costs involved will be charged in your next bill. FOR HIGH-RISE BUILDINGS 1. If you reside in a high-rise building, your assistance to get the cooperation of your building management (permission, access, etc) is required to facilitate installation activities. 2. If you reside in a high-rise building that is served by internal copper cabling, you must terminate your existing fixed line broadband service (if any) in order for us to install UniFi over the same wiring into your premises. POST-INSTALLATION 1. Relocation of the UniFi service to a new address will incur a fee of RM300, and is subject to service availability in the area. This fee will be reflected in your bill. 2. Package downgrades will be subjected to a fee of RM200. For any upgrade or downgrade request that requires a visit by TM to your premises, an additional fee of RM200 will be imposed. SERVICE CONTRACT 1. The UniFi service contract period is for 24 months. 2. If service is terminated within the contract period, a penalty of RM500 will apply. 3

6 EQUIPMENT BILLING & SERVICE 1. UniFi is a wired high speed broadband service. You will get optimum service from UniFi by wired connectivity only. 2. Wireless capability is provided as an additional benefit to the service. However, wireless connectivity has its limitations. 3. All equipment provided for the UniFi service comes with a 12-month warranty. 4. Your UniFi installation is considered successful only if all triple-play services of Phone, High Speed Internet and HyppTV are fully activated. Partial service activation is not allowed. BILLING 1. Bills will be mailed monthly to your designated billing or postal address upon request. 2. Please furnish us with your updated/correct address to allow your bill to reach you in a timely manner. 3. You may also access your bill at the UniFi portal at by clicking on myunifi. 4. Your bill will also be sent to your UniFi and your preferred . 4

7 GUIDELINES TO CHANGE PASSWORD 1. Go to the myunifi portal at to change your service password. 2. Please refer to the step-by-step guide in the FAQ. 3. Under the myunifi tab, click the Billing Account drop-down menu. 4. Click Change Service Password. 5. Select the service password that you would like to change. 6. Key in your new password and confirm. Click Submit. 5

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9 TM s UniFi SERVICE TM s UniFi service offers bandwidth delivered at broadband speeds of 5Mbps and above. This high speed bandwidth will be delivered to homes via fibre technology. Fibre technology is able to transmit data with better quality transmission at speeds far exceeding current broadband technology. With bandwidth being provided at such high speeds, UniFi will definitely bring a whole new digital lifestyle experience to Malaysians. It will open up greater opportunities and provide access to rich content like never before in entertainment, gaming, education, business, work, health, communications, services and much more. 7

10 Benefits 8 UniFi can help facilitate or enable the following benefits: Download large (file size) DVD quality movies and music video clips in a matter of minutes or even a few seconds depending on the file size. Enjoy a new TV experience through TV over broadband (HyppTV) where you can access TV channels over a private network in high definition format with high stability. HyppTV also offers the ability for high content user interactivity through its Video On Demand feature. Work from home and stay in touch with your office or clients and business associates anywhere in the world in real-time through High Speed Internet, video and voice connectivity. Enjoy a richer, secure shopping and e-commerce experience from the comfort of your home by accessing virtual shops online around the world through real-time video and chat. Play online games simultaneously with anyone in the world in real-time and high resolution format. Access educational services such as study online and participate in virtual classroom discussions with your tutors anywhere in the world as well as enjoy a rich research experience by being able to download books, journals and magazines in a matter of minutes.

11 Receive real-time medical diagnosis and advice from local and international medical practitioners, in the comfort of your home through High Speed Internet, high definition video and voice connectivity. On the whole, UniFi will enable and bring greater value to Malaysians through a richer digital lifestyle and online experience, enhanced competitiveness and world-class broadband infrastructure. 9

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13 table of contents PAGES 1. About the Service Guide Abbreviations Wiring and Networking Customer Premises Equipment (CPE) Phone (Voice Service) HyppTV (IPTV) Value Added Services (VAS) Optional Customer Premises Equipment (CPE) Charges Related to UniFi Installation Troubleshooting Frequently Asked Questions (FAQ) Contact Us 66 11

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15 1 ABOUT THE SERVICE GUIDE This UniFi service guide provides you with a summary of the UniFi residential service and its features. Please read this guide thoroughly so that you may have a better understanding and appreciation of the service and its features. 13

16 2 abbreviations AC BPL BTU CPE DECT DP FTTH FUP HDMI HSI IPTV LAN NIC ONU OS POP PSTN Alternate Current Broadband Power Line Broadband Termination Unit Customer Premises Equipment Digital Enhanced Cordless Telecommunications Distribution Point Fibre To The Home Fair Usage Policy High Definition Multimedia Interface High Speed Internet Internet Protocol Television Local Area Network Network Interface Card Optical Network Unit Operating System Post Office Protocol Public Switched Telephone Network 14

17 RG Residential Gateway SDF Subscriber Distribution Frame SMTP Simple Mail Transfer Protocol STB Set-Top-Box SSID Service Set Identifier TM Telekom Malaysia Berhad URL Uniform Resource Locator USB Universal Serial Bus VAS Value Added Services VDSL2 Very High Speed Digital Subscriber Line 2 VOD Video On Demand WAN Wide Area Network WiFi Wireless Fidelity WLAN Wireless Local Area Network WPS WiFi Protected Setup 15

18 3 wiring and networking 3.1 INTERNAL WIRING AND NETWORKING FTTH / VDSL2 BTU RG STB 16 The diagram illustrates the UniFi triple-play service set-up in your home. TM technicians will install a BTU inside your home at your nearest TV location. A fibre cable connection from an adjacent telephone pole or underground DP will be run to the BTU. For high-rise buildings or condominiums, there are some cases where the fibre cabling will terminate in the building s SDF room. The connection will however continue to your home using the building s existing wiring. This will be subject to the building owner s authorisation and the condition of the existing building wiring.

19 4 CUSTOMER PREMISES EQUIPMENT (CPE) As a part of the package offering, TM will provide you with the required equipment which will be installed in your home in order to deliver the UniFi service. The equipment provided is as follows: Dect Phone Residential Gateway (RG) 4.1 Broadband Termination Unit (BTU) Set-Top-Box (STB) Broadband Termination Unit (BTU) Two types of BTU will be deployed depending on premises type: a) ONU for FTTH (landed properties) b) VDSL2 modem for VDSL2 (high-rise buildings) The BTU is a terminating unit from the Access Network (TM Exchange). This unit functions like a modem to facilitate Internet and data access to your home. The BTU will translate the pulses of light that carry data over the fibre optic cable into electrical signals that will be recognised by your computer. 17

20 BTU packaging will consist of: a) 1 unit ONU / VDSL2 Modem b) 1 unit 1 metre Ethernet Cable c) 1 unit 1 metre Telephone Cable d) 1 unit Power Adaptor e) 1 unit User Guide OR ONU VDSL2 Modem User Guide Telephone Cable Ethernet Cable Power Adaptor Residential Gateway (RG) The RG, also known as a router, will be the main gatekeeper for the UniFi service to your home. It controls access to High Speed Internet, HyppTV and other services that connect through it. This capability allows users to participate in real-time activities online, such as video streaming, online gaming, real-time video and much more.

21 4.2.1 Wireless Technology An Understanding Wireless technology is often looked upon as a substitute to wired line technology. However, wireless technology in itself is not all encompassing. In the context of modern communications, both fixed and wireless technologies have their place and use, depending on many factors such as quality, visualisation, stability, experience, convenience, need, environment, etc. There is a time and place for both technologies and as such, we see that they actually compliment and not substitute each other. With this in view, we would like to highlight certain aspects of wireless technology so that our broadband users in particular, can better understand and appreciate the implications surrounding wireless technologies. What should I be aware of? First up, customers should be aware that when using wireless technology, you might not be able to receive the same broadband access speed as compared with the speed experienced through wired connectivity. This happens with any service subscribed to and provided by any service provider. Wireless access performance may be affected by a number of factors, such as: 1. The thickness of internal premises walls. 2. Interference from the presence of other electrical equipment. 3. The actual positioning or distance of the wireless router, etc. 19

22 20 In the case of TM s High Speed Broadband service, UniFi, both wired and wireless Internet access connectivity is offered through the installed router, commonly known as a Residential Gateway (RG). Some facts about your Residential Gateway (RG): 1. The RG is compatible with computers that are wireless-enabled. 2. If you do not have a wireless-enabled computer, you may be able to upgrade your computer by purchasing a wireless USB adaptor. 3. The wireless router has been specifically designed to be used for the UniFi service. 4. It comes with a 1-year limited warranty on manufacturing defects only. 5. Other wireless USB adaptors or devices of appropriate standard may work with the RG, however, we will not be able to offer support for or guarantee the compatibility of any other equipment installed and used in connection with the RG. Due to the existence of a large number of wireless devices ranging from wireless cards to DECT phones currently operating on the 2.4GHz band, it is highly probable that your wireless RG connectivity may encounter interference from neighbouring wireless devices, thus affecting the speed of your connection. There are however loads of benefits to be had in using a wireless Internet connection, including, being able to access the Internet with lots of different devices, from anywhere in your home.

23 Because of the way wireless and broadband technology work together, the downside can be a reduction in your speed when you go wireless (compared to when connecting directly to your RG via an Ethernet Cable). What can I do to improve wireless performance? 1. Ethernet Cable First, try connecting your PC directly to your RG with an Ethernet Cable to see if it is in fact your wireless setup that is causing an issue with your speed. 2. Multiple Users Check the total number of users using your connection - if you re in a multi-user household, check that no one is using lots of your bandwidth (heavy downloading). 3. Reboot Electronic equipment and software can sometimes run into problems, like freezing or hanging - rebooting allows your equipment to perform diagnostic checks and forces it to reset and restart, often fixing the problem. Simply switch off your PC and RG for seconds and switch them on again. 4. Position your RG (or wireless access point) in a central location Where possible, try to place your wireless router in a central location in your home, free from obstacles. If your wireless router is set against a wall of your home, the signal will be compromised due to obstruction. Otherwise, you can also try to move your device closer to the RG. 21

24 22 5. Move the RG off the floor and away from walls and metal objects (such as metal file cabinets) Metal, walls, and floors will interfere with your router s wireless signal. The closer your router is to these obstacles, the greater the interference, and the weaker your connection will be. 6. Reduce wireless interference If you have DECT phones or other wireless electronics/devices in your home, your computer might not be able to hear your router over the noise from the other wireless devices. To reduce this noise, avoid wireless electronics that use the 2.4GHz frequency. Instead, look for DECT phones that use the 5.8GHz or 900MHz frequencies. 7. Update your firmware or your network adaptor driver Router manufacturers regularly make free improvements to their routers. Sometimes, these improvements increase performance. To get the latest firmware updates for your router, visit your router manufacturer s website. Similarly, network adaptor vendors occasionally update the software that Windows uses to communicate with your network adaptor, known as the driver. These updates typically improve performance and reliability. 8. Upgrade b/g devices to n models b/g is the most common type of wireless network device around, but an n device is about three times faster n devices are backwards-compatible with b/g devices. If you re using an b/g device and you re unhappy

25 with its performance, consider replacing your network adaptors with n compatible equipment. If you re buying new equipment, definitely choose an n model. Wireless networks never reach their theoretical bandwidth limits. Within a 10-metre radius, b devices typically get 2-5Mbps bandwidth g devices usually clock in between the 13-23Mbps range while n devices have been measured at the 37-42Mbps bandwidth range. In a nutshell, what needs to be appreciated is that wireless technologies are susceptible to various factors that will affect their ability to provide optimum Internet access speeds. What we need is awareness and understanding on just what these factors are. We hope this information will assist you to optimise your UniFi experience and enjoyment. RG packaging will consist of: a) 1 unit Residential Gateway b) 5 units 1 metre Ethernet Cable c) 1 unit Power Adaptor d) 1 unit User Guide Residential Gateway (RG) Power Adaptor Ethernet Cable User Guide 23

26 4.3 Set-Top-Box (STB) STB is a device that connects to a television to deliver the HyppTV service (IPTV). It converts the signal received into content which is then displayed on the television screen. HyppTV works on your TV with an STB that accesses channels, subscription services and Video On Demand. It uses a broadband connection to the Internet for the delivery of video services. STB packaging will consist of: a) 1 unit Set-Top-Box b) 1 unit 1 metre Ethernet Cable c) 1 unit Power Adaptor d) 1 unit User Guide e) 1 unit HyppTV Remote Control f ) 1 unit HDMI Cable (for High Definition Service) STB & HyppTV Remote Control Power Adaptor Ethernet Cable 24 HDMI Cable User Guide

27 4.4 DECT Phone DECT Phone is a portable fixed line phone set for indoor mobility. It is capable of storing phone books, ringtones of choice, list of last numbers dialled, redial function and much more. DECT Phone packaging will consist of: a) 1 unit DECT Phone b) 1 unit Power Adaptor c) 1 unit Handset Cover d) 1 unit Charger e) 1 unit User Guide DECT Phone Power Adaptor Charger Handset Cover User Guide 25

28 5 PHONE (voice Service) The UniFi service subscription entitles you to a free subscription of TM s voice service. The voice service is subject to a maximum of ONE (1) Voice Line. A new PSTN number will be assigned to the new phone (DECT Phone) and is not chargeable. The voice service will be similar to your existing PSTN service. You are not allowed to change the UniFi voice service number. Enjoy the UniFi Residential Package with special call rates as below: i. FREE calls to TM fixed lines nationwide. ii. Flat rate 10 sen/min to all mobile and other fixed lines nationwide. iii. Normal International Call (IDD) rates. (International Call activation is available upon request.) iv. Fax rates are the same as Voice call rates. Charges will depend on the duration of the fax transmission irrespective of the number of pages successfully transmitted. For each UniFi Residential Package, you can subscribe to an additional ONE (1) Voice Line with the same call rates. Additional lines can be subscribed to for RM25/month per line. 26

29 5.1 Voice Features Opt-in for additional voice features. Rates as follows: Three Party Conference - Network facility that enables three or more parties to be connected together in a conference call, so that they may all speak and listen simultaneously. Call Waiting - Allows the user to be alerted, while they are engaged in an active call, that another incoming caller is trying to contact them. Call Forwarding - A feature on some telephone networks that allows an incoming call to be redirected to a mobile telephone or another telephone number where the desired called party is situated. There are 3 types of call forwarding: 1. Unconditional 2. No Reply 3. On Busy Call Hold - Enables you to put a caller on hold while a second call is answered or made. Call Line Identification Presentation (CLIP) - Shows the number of a caller. Calling Line Identification Restriction (CLIR) - Controls the presentation of caller identity. Do Not Disturb No incoming calls will be allowed. Voice Mail - A computerised answering service provided by TM, which can automatically answer a call - and record callers voice messages - when the subscriber fails to answer them personally. Voice Barring IDD Calls - Allows the user to restrict outgoing IDD Calls. Voice Premium Calls (Barring IDD Calls to +600, and +1315) - Allows the user to restrict outgoing IDD Calls to +600, and numbers. Voice Premium Calls (Barring IDD Calls to +600) - Allows the user to restrict outgoing IDD calls to +600 numbers. RM3.00 RM1.50 FREE FREE FREE RM3.00 FREE FREE FREE FREE FREE Note: For more information regarding the purchase of this service or for technical support, please visit 27

30 Three Party Conference How to use Three Party Conference? 1) Handset 1 During an outside call, press the R button to put the call on hold. 2) Handset 1 Select the desired unit by using the scroll button, then press the CALL button. If the paged party does not answer, press the CALL button to return to the outside call. 3) Handset 2 (Receiver) Press the CALL button to answer the page. Handset 2 can talk with Handset 1. 4) Handset 1 Press the INT button. To leave the conference, press the OFF button. The other parties can continue the conversation. To put the outside call on hold, press the R button. To resume the conference, press the INT button Call Waiting How to activate Call Waiting? 1) Dial *43#. 2) Press the CALL button. 3) Listen to the tone indicating successful activation of the service. How to cancel Call Waiting? 1) Dial #43#. 2) Press the CALL button. 3) Listen to the tone indicating successful cancellation of the service.

31 5.1.3 Call Forwarding (Unconditional) How to activate Call Forwarding (Unconditional)? 1) Dial *21* <Phone Number> followed by #. Example *21*01X XXX XXXX #. 2) Press the CALL button. 3) Wait for the confirmation tone. How to cancel Call Forwarding (Unconditional)? 1) Dial #21#. 2) Press the CALL button. 3) Wait for the confirmation tone. Call Forwarding (On Busy) How to activate Call Forwarding (On Busy)? 1) Dial *71* < Phone Number> followed by #. Example *71*01X XXX XXXX #. 2) Press the CALL button. 3) Wait for the confirmation tone. How to cancel Call Forwarding (On Busy)? 1) Dial #71#. 2) Press the CALL button. 3) Wait for the confirmation tone. 29

32 30 Call Forwarding (No Reply) How to activate Call Forwarding (No Reply)? 1) Dial *61* < Phone Number > followed by #. Example *61*01X XXX XXXX #. 2) Press the CALL button. 3) Wait for the confirmation tone. How to cancel Call Forwarding (No Reply)? 1) Dial #61#. 2) Press the CALL button. 3) Wait for the confirmation tone Call Hold How to activate Call Hold? 1) Press the R button, then press the OFF button during the outside call. 2) To release Hold, press the CALL button Do Not Disturb How to activate the Do Not Disturb service? 1) Dial *26#. 2) Press the CALL button. 3) Listen to the tone indicating successful activation of the service. How to cancel the Do Not Disturb service? 1) Dial #26#.

33 2) Press the CALL button. 3) Listen to the tone indicating successful cancellation of the service Voice Mail How to activate Voice Mail? 1) No special configuration required to activate the feature from the CPE. 2) If the customer is busy or not answering the call after 40 seconds, the call will be forwarded to the Voice Mail server. 3) For retrieval, customer should dial followed by the fixed line number. Note: For more information regarding the voice features or for technical support, please visit 31

34 6 HyppTV (IPTV) 6.1 HyppTV With HyppTV, you will get to watch an exciting array of TV programmes, movies and much more at your convenience. A first in Malaysia, HyppTV is a service where TV content is delivered digitally through your High Speed Broadband connection. Select your Video On Demand (VOD) movies or series and watch it anytime you like! HyppTV via UniFi will revolutionise the way you watch TV! Video On Demand from RM8 (depends on category) Premium Channels from RM3/channel/month HyppTV Main Menu: TV GUIDE i NTER@CTIVE SEARCH imode SETTINGS SEARCH SEARCH VOD SEARCH SEARCH HELP 32 TV GUIDE Select your favourite channel from the channel list inter@ctive Interactive features that give you a new and innovative TV experience Settings Personalise your TV by utilising the Settings option VIDEO ON DEMAND Select your favourite movies/ series from a wide variety of genres, languages and categories and watch them anytime you like search Use Search to find relevant information help Answer all your enquiries and concerns with the Help option Note: For more details, please refer to the HyppTV Quick Service Guide or visit

35 7 VALUE ADDED SERVICES (VAS) To subscribe to our Value Added Services, please call the TM UniFi Centre at or purchase them via online at or walk in to selected TMpoint outlets in the UniFi coverage areas The feature will come with a 2GB storage size. However, TM at its discretion, can increase your capacity to accommodate larger storage for FREE in the future. Your address is as per your Confirmation Slip. ONE address for Residential: YourName@unifi.my. You will have 2 options to access your UniFi account: Option 1: Webmail Access your via a web browser at Option 2: Preferred Client Access via Webmail Step 1: Go to Step 2: Key in your ID (as per Confirmation Slip) in the Address Field, then key in your Password. Step 3: Click Login. If you forget your Password, please contact the TM UniFi Centre at or to unifi@tm.com.my. 33

36 7.1.2 Access via Preferred Client Step 1: Go to Step 2: Click at Learn how to receive UniFi via Client and follow the guide TM WiFi TM WiFi is a wireless broadband Internet access service available in public locations such as shopping malls, coffee shops, eating outlets, convention centres, hotels and other locations that allow you to connect to the Internet when you are in these premises. Follow these steps to access the Internet via TM WiFi: Step 1: Just turn on your TM WiFi SSID in your wireless network option. Step 2: Open a browser (Internet Explorer is recommended) then type in any URL address. Step 3: You will be directed to the TM WiFi landing page. Step 4: Click TM WiFi ID Type and choose UniFi. Step 5: Key in your valid TM WiFi Login ID and Password (as per Confirmation Slip).

37 Step 6: Tick the terms & conditions and just click Login Now! to proceed. You are now ready to surf the Internet for FREE. Additional accounts are available for RM18/month per account. Note: For more information regarding the purchase of this service or for technical support, please visit Infoblast This is a 2-way portal messaging service that is offered to customers through a single portal (using the UniFi Phone number access: 012/013/014/016/017/019). By default, you will get ONE (1) Infoblast account once you subscribe to one of the UniFi Residential Packages. SMS charges are as follows: i. 1 to 50, sen/sms ii. 50,001 to 100, sen/sms iii. 100,001 and above 10 sen/sms To access your Infoblast, just follow these steps: Step 1: Go to Step 2: Key in your registered ID and Password at Member Login. Note: For more information regarding the purchase of this service or for technical support, please visit 35

38 7.4 Online Guard Plus Prevail against a variety of viruses, spywares and miscellaneous threats lurking on the Internet. You will need more than a basic online virus scanning tool to keep your PCs and documents safe. You can install additional Online Guard Plus on top of what is already provided in UniFi Residential Packages. Online Guard Plus consists of 5 security elements: i. Antivirus scanning & repairing (MyV3) ii. Antivirus real-time monitoring (MyV3 RTS) iii. Personal Firewall (MyFirewall) iv. Anti-Spyware Scanning & Repairing (SpyZero) v. Computer Vulnerability Report (Security Warning Report) Operating Systems (OS) that support Online Guard Plus installation: i. Windows 7 ii. Windows Vista iii. Windows XP Additional licenses are available at RM2/month per license. To install additional Online Guard Plus, just follow these steps: Step 1: Go to with Internet Explorer. Step 2: Click Speed Up icon on the main page. 36

39 Step 3: At the Speed Up section, select the Click To Run button. (By default, the latest Internet Explorer browser will block the Speed Up setup file from being downloaded. An error message will be shown - This site might require the following ActiveX control AhnLab Online Security from Ahnlab Inc. Click here to Install will be shown. Click the error message and choose Install ActiveX Control to begin downloading the Speed Up setup file.) Step 4: An AhnLab Smart Update window will be prompted. Step 5: After the engine download is completed, the Speed Up Options window will be displayed. Key in your Username and Password and click Next. If you tick the Save Password checkbox, you will be signed in automatically at a later time. Step 6: Click Next and then, configure settings for Speed Up. Step 7: Clicking Complete will finish the installation of Speed Up. Note: For more information regarding the purchase of this service or for technical support, please visit ishield Plus This application enables you to filter inappropriate material from all kinds of undesirable sources (like the Internet, CD, DVD, USB drive, peer-to-peer networks, etc.) from being displayed on your home PCs, thus protecting your children from the influence of pornography, undesirable web content, online grooming or bullying. You can install additional ishield Plus on top of what is already provided in UniFi Residential Packages. 37

40 It is a comprehensive solution that: i. Monitors all Internet content ii. Monitors communications iii. Protects against pornography iv. Ensures productive application usage v. Provides disk drive scanning vi. Generates and s incident reports to parents Operating Systems (OS) that support ishield Plus installation: i. Windows 7 ii. Windows Vista iii. Windows XP Additional licenses are available for RM2/month per license. To install additional ishield Plus, just follow these steps: Step 1: Go to Step 2: Click Download ishield Plus and click Next. Ensure that your computer has the Microsoft.NET 2.0 Framework installed before installing ishield Plus. Step 3: The License Agreement window will be displayed. Select the I accept the agreement option and click Next. Step 4: The installation will begin automatically. Step 5: Click Finish to complete the installation process. Note: For more information regarding the purchase of this service or for technical support, please visit 38

41 7.6 e-browse e-browse literally captures the entire content of a real newspaper and uploads it onto the Internet. And best of all, you can read the online version just like a real newspaper, flipping through pages one at a time. Subscribe to these and more publications at very affordable prices as below: Newspapers Magazines i Berita Harian (RM20/month) Anis (RM6.30/month) ii Eastern Times (RM15/month) Asuh (RM2.70/month) iii Harian Metro (RM17/month) Business Today (RM6/month) iv Kosmo (RM17/month) Dara (RM4.50/month) v MSME (RM1.50/month) Gila-Gila (RM5/month) vi Oriental Daily (RM16/month) Majalah i (RM4.50/month) vii Tamil Nesan (RM16/month) Majalah Kereta (RM6.50/month) viii The Borneo Post (RM16/month) Maskulin (RM5.50/month) ix The Busy Weekly (RM33/3 months) Media Hiburan (RM12.50/month) x The Malaysian Reserve (RM22/month) Nona (RM8/month) xi The New Sabah Times (RM20/month) Nur (RM5.30/month) xii The New Straits Times (RM20/month) Outsourcing (RM10.80/month) xiii The Star (RM20/month) PC.COM (RM4.50/month) xiv Utusan Malaysia (RM20/month) Rapi (RM7/month) xv Utusan Sarawak (RM15/month) Rasa (RM6/month) xvi Remaja (RM8.80/month) xvii Silverscreen (RM6/month) Note: For complete listing, please visit 39

42 40 To access your e-browse publications, just follow these steps: Step 1: Go to Step 2: Click Login. Step 3: Select and key in your registered address for e-browse and Password. Step 4: Click Login Now and choose the purchased publication(s) to view. Note: For more information regarding the purchase of this service or for technical support, please visit e-storage Basic e-storage Basic is an online back-up storage where you can store and access files from any Internet-enabled device. This application allows you to back-up and synchronise your important files onto a remote storage facility. The e-storage Premium supports multiple access to the same account. You can also size up your e-storage application on a per GB basis. You can purchase e-storage Basic at RM2/month or e-storage Premium at RM4/month. To access your e-storage Basic, just follow these simple steps: Step 1: Go to Step 2: Key in your registered address for e-storage Basic and Password. Step 3: Select UniFi at the Service portion and click Login. Note: For more information regarding the purchase of this service or for technical support, please visit

43 7.8 Web Hosting with Customised Domain Name This service comes with 10GB storage size and 6 free Internet domains based on choices that will be provided (.com,.com.my,.net,.net.my,.org,.org.my) as well as unlimited accounts. Now you can use your own domain for your address (user@ yourname.com). This domain comes with 10GB storage size where you can share storage for both web files and . With the storage size provided, you will also enjoy unlimited number of accounts where each individual storage size can be customised accordingly. TM will send detailed instructions on configuring your domains via once the service is activated (3 days after service activation). You can subscribe to your own domain for RM160/year. To access web hosting, just follow these steps: Step 1: Go to Step 2: Key in your Username and Password. Step 3: Click Login. Note : For more information regarding the purchase of this service or for technical support, please visit 41

44 8 OPTIONAL CUSTOMER PREMISEs EQUIPMENT (cpe) Enjoy a degree of flexibility in your home network with the WiFi USB Adaptor. It is available at your nearest TMpoint. 8.1 WiFi USB Adaptor The WiFi USB Adaptor provides wireless connectivity from the RG to your desktop computers/notebooks. This device performs like a receiver to communicate with a wireless network. The WiFi USB Adaptor packaging will consist of: a) 1 unit WiFi USB Adaptor b) 1 unit User CD-ROM c) 1 unit User Guide WiFi USB Adaptor User CD-ROM User Guide 42 Alternatively, you may choose to use the BPL technology. However, there are several disadvantages that should be noted. 1. Home Plug or other BPL devices might be compatible with our HyppTV STB, Residential Gateway or UniFi service. However, we cannot guarantee this.

45 2. Service quality will differ when connecting to a HyppTV STB or a Residential Gateway via a BPL device as compared to via an Ethernet Cable. This is primarily due to the nature of BPL technology. 3. Service delivered via BPL technology can also be affected by various factors such as interference from other electrical equipment in the vicinity, actual copper quality of your power line wiring and the length of the power line. Note: TM does not offer technical support for additional network devices such as Home Plug, printer, gaming console, server, firewalls, or routers. If you need help, please contact your supplier or the manufacturer s helpline. 8.2 WiFi USB (Adaptor Diagram) A WiFi USB Adaptor home setup is shown below: WiFi USB Adaptor BTU DP FTTH / VDSL2 LAN Cable RG Desktop DECT Phone 43

46 9 Charges Related to UniFi Installation Standard Installation Landed Property - Residential Standard installation is defined as the normal installation process that is carried out by TM or its Authorised Contractors for UniFi service installation. Fibre Distribution Point Piping for Fibre (GI** Pipe) Pedestal Distribution Point 1 Drop Fibre Fence FTB 3 Over the Surface FWS BTU 5 RG STB 4 Ceiling Manhole 2 Joint Box 44 1 Standard overhead DP 3 FTB - BTU ( 15m) Surface Cabling - Raceway 2 Underground DP Possible scenarios Blocked: Without Local Council Permit* With Required Local Council Permit* Within customer s premises (surface cabling) 5 BTU - DECT Phone ( 15m) *The actual installation date is subject to local council clearance obtained by the customer or developer. **GI - Galvanised Iron 4 BTU - RG - STB/PC ( 15m) Surface Cabling - Raceway

47 Standard Installation Cabling (RM200)* 15m of fibre cable FTB BTU 15m of RJ45 Cable BTU RG STB/PC 15m of RJ11 Cable BTU DECT Phone Additional Charges (if required) > 15m Charge: RM50/5m > 15m Charge: RM25/5m > 15m Charge: RM15/5m 30m Raceway (casing for wiring) > 30m Charge: RM25/5m * Currently waived FTB Fibre Termination Box FWS Fibre Wall Socket BTU Broadband Termination Unit (modem) RG Residential Gateway (router) STB Set-Top-Box PC Personal Computer DECT Phone Digital Enhanced Cordless Telecommunications Phone DP Distribution Point UG Underground RJ45 Ethernet Cable RJ11 Telephone Cable Note: a) Any charges for additional cabling beyond the standard provided will be included in the bill. b) Subsequent to the initial successful installation, any request for relocation of equipment installed will be subject to a re-wiring charge of RM200 plus additional charges if additional cabling length is required. Price is inclusive of a RM50 on-site support fee. c) Fibre cable of up to 15 metres will be provided to the BTU at the Customer s preferred location. Up to 15 metres of RJ45 and up to 15 metres of RJ11 cable will also be provided to the Customer. Any excess cable unused for the installation will not be provided to the Customer. d) Location of BTU/RG/Set-Top-Box to be agreed between the Customer and Contractor/Installer. 45

48 Optional Installation Landed Property - Residential) Optional installation refers to installation activity that is not covered under the scope of the standard installation provided. Fibre Distribution Point Piping for Fibre (GI** Pipe) 1 Fence FTB 1a 2 FWS 3 BTU RG STB Ceiling 1b Joint Box Joint Box Joint Box 1 Outside pole to FTB 1a Outside pole to FTB via surface wiring 46 1b Outside pole to FTB via underground wiring 2 3M surface wiring 3 Wiring over the ceiling **GI - Galvanised Iron

49 Optional Installation for FTTH Description Charging Parameter Pricing (RM) RESIDENTIAL PREMISES Outside pole to FTB via surface or underground wiring 1 st 30m lpole to FTB) Additional metre M surface wiring 1 st 15m (FTB-BTU) Additional metre Wiring over the ceiling* 1 st 30m Additional metre *Charges do not include cost of standard installation cabling (internal fibre, RJ45 and RJ11) beyond 15 metres. Please refer to the prices in standard installation table. 47

50 ATTENTION All costs are inclusive of labour and microduct piping or 3M materials where applicable. 2. Work includes a 30-day warranty period from job completion date. This warranty does not cover fault(s) due to third party, Customer s negligence or force majeure. 3. Customer must contact the respective Contractor directly within the warranty period for any optional installation rectification work. 4. Customer is responsible for any maintenance costs on all optional installation activities. 5. Charges only apply for work carried out by TM Authorised Contractors. 6. Contractor/Installer shall have the absolute right to refuse any optional installation works or activities as requested by the Customer if such optional works or activities may result in potential risk or damage to Customer s premises or any part thereof or if the skill required to perform such work is beyond the Contractor s capability. 7. Customer acknowledges that TM shall not be responsible to Customer for any loss or damages arising from any optional installation works or activities attended to by Contractor/Installer upon the request of the Customer and agrees that any claim for any loss or damage in connection thereof (if any) shall be made directly to the Contractor/ Installer.

51 Item FTB-BTU (fibre) BTU-RG (RJ45 Cable) RG-STB/PC (RJ45 Cable) Raceway (casing for wiring) On-site Support/ Troubleshooting Rewiring * 1 Currently waived 4 Standard Installation Cabling (RM200)* 15m 1m 15m 30m 1 st time installation or restoration if fault is due to TM N/A Additional Charges (if required) > > > > RM50 per visit RM150 The warranty period for all CPE provided under the UniFi packages (VIP&BIZ) will be for 1 year from the start date of the service contract period. Important 2 The customer Notes will Related be responsible to UniFi for any Customer CPE replacement Premises cost Equipment after the (CPE) 1 The 1 year warranty warranty period period for expires. all CPE provided under the UniFi packages (VIP&BIZ) will 3 be TM for will 1 replace year from any the CPE start for date free of within the service the warranty contract period period. if any manufacturing 2 The defect customer or failure will occurs be responsible under normal/recommended for any CPE replacement usage. cost after the 4 1 The year customer warranty will period be responsible expires. for any CPE replacement cost within the 1 year 3 TM warranty will replace period any if the CPE fault for is free due within to any the third warranty party or period customer s if any manufacturing own negligence. defect or failure occurs under normal/recommended usage. The customer will be responsible for any CPE replacement cost within the 1 year warranty period if the fault is due to any third party or customer s own negligence. Charges for CPE Replacement CPE Pricing On-Site Support for Installation STB RM400 RG RM120 On-Site RM50 Support DECT CPE Phone Pricing RM74 for Installation STB RM400 RG RM120 RM50 49

52 10 TROUBLESHOOTING Residential Gateway (Rg) Front View LED Indicators and USB Port WAN A Solid Green light indicates the connection on the WAN port. An amber light indicates that the Internet connection has failed. This LED blinks during data transmission. WLAN LED A solid light indicates that the wireless segment is ready. This LED blinks during wireless data transmission. USB Port This USB port supports the SharePort function. Connect a multi-function printer, scanner, or USB storage device to the port and share the device throughout the network. 50 Power LED A Solid Green light indicates a proper connection to the power supply. A blinking amber light indicates the device is booting up. Local Network LEDs A solid light indicates a connection to an Ethernet-enabled device on ports 1-4. This LED blinks during data transmission.

53 Residential Gateway (Rg) Rear View RG Port Connections Pressing the Reset Button restores the router to its original factory settings. Receptor for the Power Adaptor. LAN Ports Connect Ethernet devices such as computers, switches, and hubs. The Auto MDI/MDIX WAN port is the connection for the Ethernet Cable to the BTU. 51

54 If you experience any service interruptions on your High Speed Internet, please refer to the LED indicators below on your Residential Gateway (RG) to troubleshoot the problem LED Indicator Status Description Resolution Procedure Investigation Result Next Action Power Solid Green The device is switched ON Normal operating condition Normal operating condition Normal operating condition Blinking in green and then return to Solid Green Upon being completely switched ON Normal operating condition Normal operating condition Normal operating condition Solid Orange 1-Device is powering up 2-Device has crashed and is under recovery mode 3-Device is undergoing a reboot process, when complete, the LED returns to Solid Green Normal operating condition 1-Check power supply at RG 2-Reset RG 3-Wait 45sec for Solid Green Normal operating condition Normal operating condition Power indicator still amber or orange Normal operating condition Normal operating condition Call TMUC if still amber or orange. TMUC will set an appointment & send a technical team Normal operating condition 52

55 LED Indicator Status Description Power Internet (WAN) Solid Orange (continued) Light off Solid Green Blinking green in high speed The device is switched OFF Internet port is physically attached to an Ethernet Cable and connected to the Internet Data transmission Resolution Procedure 4-Device is Normal being reset to operating factory settings. condition When complete, the LED returns to Solid Green 1-Check if power supply at RG is properly connected. 2-Turn ON power switch 3-If still OFF, try to use a different power source 4-Check if RG is ON 5-Wait 45sec for Solid Green Normal operating condition Normal operating condition Investigation Result Normal operating condition Power indicator still OFF Normal operating condition Normal operating condition Next Action Normal operating condition Call TMUC if power indicator is still OFF. TMUC will set an appointment & send a technical team Normal operating condition Normal operating condition 53

56 54 LED Indicator Status Description Internet (WAN) Blinking green in low speed Solid Orange Internet port is physically attached to an Ethernet Cable, the Internet type and credential is properly configured in the router and the ISP service is operating. With the following conditions, the Internet LED flashes in green in low speed *(Not connected to the Internet) Internet type is configured with the Connect on Demand option but user has not triggered the connection 1-Ethernet Cable is attached, router is properly configured but ISP service is down Resolution Procedure Normal operating condition 1-Reconfigure Internet Setup 2-If the problem still persists, call TMUC Investigation Result Normal operating condition ISP service still down Next Action Normal operating condition Call TMUC. TMUC will set an appointment & send a technical team to check the problem

57 LED Indicator Status Description Resolution Procedure Investigation Result Next Action Internet (WAN) Solid Orange 2-If the session is dropped for any other reason, the light will remain in Solid Orange Normal operating condition Normal operating condition Normal operating condition 3-Internet type is configured with the Manual option but user has not triggered the connection Normal operating condition Normal operating condition Normal operating condition Blinking orange in high speed Internet port is physically attached to an Ethernet Cable, but WAN1 is not connected to the Internet and WAN2, 3 or 4 connection is up and data is being transmitted Normal operating condition Normal operating condition Normal operating condition 55

58 56 LED Indicator Status Description Internet (WAN) Light off Internet port is not connected to an Ethernet port 1-Check if power status is ON at BTU 2-Check cable connection from BTU 3-Connect RJ45 cable from BTU to yellow WAN port at RG 4-If the problem still persists, try to replace with a new cable 5-Perform BTU troubleshooting WLAN Solid Green Radio ON Normal operating condition LAN1 to LAN3 LAN4 (HyppTV) Blinking green in high speed LED indicator still OFF Normal operating condition Normal operating condition Light off Radio OFF Call TMUC. WLAN TMUC will set an indicator appointment with still OFF the customer to configure the Wireless Setup Solid Green Data transmission A port is physically attached to a switch or a PC with Ethernet Cable Resolution Procedure Normal operating condition Normal operating condition Investigation Result Normal operating condition Next Action Call TMUC. TMUC will set an appointment & send a technical team to check the problem Normal operating condition Normal operating condition TMUC will send a technical team to check the problem Normal operating condition

59 LED Indicator Status Description LAN1 to LAN3 LAN4 (HyppTV) Blinking green in high speed Light off Data transmission WPS Blinking blue WPS in progress Solid Blue (5 seconds) 1-LAN port is not connected to an Ethernet port at the PC or HyppTV STB 2-PC or STB is OFF 3-RG LAN port faulty 4-PC or STB Ethernet port faulty WPS success Resolution Procedure Normal operating condition Normal operating condition Normal operating condition Investigation Result Normal operating condition 1-Check if the LED power status is indicator ON at the PC or still OFF STB 2-Check the cable connection from RG to PC or STB 3-Connect the RJ45 cable from PC to blue LAN port at RG 4-Connect the RJ45 cable from the STB to the red LAN port at RG 5-If the problem still persists, try to replace it with a new cable 6-Perform STB/PC troubleshooting Normal operating condition Normal operating condition Next Action Normal operating condition Call TMUC. TMUC will set an appointment & send a technical team to check the problem Normal operating condition Normal operating condition 57

60 11 FREQUENTLY ASKED QUESTIONS 58 PACKAGE 1. Do I pay a separate bill for the services bundled in UniFi? All services, High Speed Internet, HyppTV and Voice offered under the UniFi package will be bundled as one amount in the UniFi bill. All other charges (Value Added Services, call charges to mobile and non-tm fixed lines) that are not covered as part of the bundle will be listed separately in the same bill. However, if customer chooses to maintain any existing services even after subscription to UniFi (i.e., Streamyx, Business Broadband, TM Homeline/Businessline), a separate bill will be issued for the chosen service maintained. 2. Does UniFi have a Fair Usage Policy (FUP)? Does the FUP differ across packages? All UniFi packages are subject to a Fair Usage Policy. FUP is a standard global practice which ensures that good quality broadband experience is provided to all customers. UniFi packages for customers come with a monthly download volume allocation. However, the FUP will not impact customers who do not exhibit unfair usage behaviour, and will not impact the delivery of HyppTV and Value Added Services. 3. Besides FUP, what are other factors that may affect my Internet access speed?