Frequently Asked Questions

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1 Frequently Asked Questions 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 What is the UniFi package offering? UniFi is offering 3 residential and 3 business packages. a) Residential: VIP 5 RM 149 / month VIP 10 RM 199 / month VIP 20 RM 249 / month Each package comes with voice, Internet and HyppTV subscription. b) Business: BIZ 5 RM 199 / month BIZ 10 RM 599 / month BIZ 20 RM 899 / month Each package comes with attractive call plans, Internet speeds and a host of complimentary services. 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.

2 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. How do I check service availability in my area? You can check service availability through the TM website at by calling TM UniFi Centre at or visiting these TMpoint outlets: Central Region TMpoint Muzium TMpoint Menara TMpoint Bangsar TMpoint Shah Alam TMpoint Damansara Utama TMpoint Taipan TMpoint Jalan TAR TMpoint Pandan Indah TMpoint Setapak TMpoint Ampang TMpoint Kepong Northern Region TMpoint Bayan Baru TMpoint Butterworth TMpoint Sungai Petani TMpoint Jalan Burmah TMpoint Ipoh Wisma Southern Region TMpoint Seremban TMpoint Skudai TMpoint Kluang TMpoint Rawang TMpoint Bukit Raja TMpoint Port Klang TMpoint Petaling Jaya TMpoint Kajang TMpoint Taman Desa TMpoint Cyberjaya TMpoint Serdang TMpoint Kelana Jaya TMpoint Puchong TMpoint Sunway Damansara TMpoint Bukit Mertajam TMpoint Kulim TMpoint Alor Setar TMpoint Ipoh Tasek TMpoint Pasir Gudang TMpoint Kulai TMpoint Melaka

3 TMpoint Menara Pertam TMpoint Johor Bahru TMpoint Pelangi How do I subscribe to UniFi? Interested parties can register their interest for UniFi at this website under Services Check Service Availability, call TM UniFi Centre at , or visit selected TMpoint outlets currently in the HSBB coverage areas. 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. How to change my account password? 1. You need be registered with myunifi account in order to change account password. 2. Sign up for myunifi account first or log on to myunifi customer portal at https://occ.unifi.my (if you are already registered). 3. Under myunifi tab, click pull down menu (expand) Billing Account information. Refer screenshot here. 4. Click on Change Service Password. 5. Select Service password that you would to change: a. TM WiFi or b. 2GB or c. Infoblast 6. Key in and confirm your new password and click submit.

4 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. Does TM allow customers to appoint their own contractor to perform internal wiring? Customers may call their own external contractors to fix the internal wiring but TM will not be responsible for any damages resulting from any works done by third parties. Do I pay a separate bill for the services bundled in UniFi? All services offered under UniFi will be in one bill. However, for the services maintained after subscribing to UniFi (i.e., Streamyx, Business Broadband, TM Homeline/Businessline), customers will receive a separate bill. Does UniFi have a Fair Usage Policy (FUP)? ALL Residential UniFi packages are subject to the Fair Usage Policy. FUP is a standard global practice to ensure that good quality of experience is provided to all customers. What is the monthly download volume imposed? a. The VIP5 package comes with a 60GB monthly download volume. b. The VIP10 package comes with a 90GB monthly download volume. c. The VIP20 package comes with a 120GB monthly download volume. The monthly download volume will not be implemented until further notice. There will be no volume capping for UniFi s Business packages. Can the UniFi package be upgraded / downgraded? Customers can upgrade to a higher-priced package at any time (either within contract period or not). However, for downgrades, a fee of RM 200 will be charged (this is subject to change). In the event of an upgrade or downgrade, the contract period shall be renewed and a new 24-month contract will take effect from the upgrade/downgrade completion date.

5 Where can I upgrade / downgrade my UniFi package? Applications can be made through selected TMpoint outlets or call the TM UniFi Centre at What should I do if my UniFi equipment is faulty? If any UniFi equipment is faulty, you may call TM UniFi Centre at If the fault is due to a manufacturing defect and the equipment is still under warranty, the equipment will be replaced with no charge. However, if the fault is non TM related or if the warranty is expired, you will have to purchase a new equipment. When will I get my first bill after I subscribe to the UniFi package? The first bill can be expected around 1 month after service is activated. The first bill will also include a one month advance payment. Where can I pay my UniFi bill? You may refer to the How to Make Payments page here. Is there any penalty if I terminate my UniFi service? For early terminations, customers shall pay a penalty of RM500. There will be no penalty charges for termination after the minimum contract period (24 months). Customers must also settle any outstanding bill prior to termination. For more information, please refer to your service Terms & Conditions. What if I need to relocate my UniFi service? Are there any charges that I need to pay? Relocation requests can be made at select TMpoint outlets and is subject to service availability. A relocation fee of RM300 shall apply. I m a foreigner customer, can I subscribe UniFi via UniFi portal? No you can t. The registration via UniFi portal will be blocked for foreigner customer. You need to go nearest TMpoint in order to subscribe for UniFi package. If I want to subscribe 3 UniFi package, do I need to pay total of RM3000 upfront deposit? Yes. The upfront deposit must be paid per UniFi package.

6 What happened to my deposit if I want to change ownership of my UniFi account to my other foreigner friend? Is it transferable? The deposit paid is not transferable. You will need to pay another RM1000 deposit for the new ownership account. Your deposit in the old account will be refunded back. However, if you have any outstanding amount, the deposit amount will knock off your outstanding amount before it can be refunded to you. I m a foreigner or non-malaysian citizen, can I subscribe UniFi at one of the TM Authorized Dealer (TAD)? No. For foreigner or non-malaysian citizen, you may need to go to the nearest TMpoint to subscribe UniFi package. How do I retrieve my UniFi bill statement? i) Paper (hardcopy) bill chargeable at RM8/month via portal services (currently waived) ii) (softcopy) bill FREE and will be sent by default to all customers preferred and UniFi at iii) Online Billing via myunifi portal at (https://occ.unifi.my) How do I make payments for my UniFi service? You can make payment through myunifi portal (online payment), TMpoint, TMpoint Authorised Dealer (TAD), POS Malaysia and branches of selected preferred online banking channels. Please refer more on Payment Guides at TM UniFi portal at How do I make online payments via myunifi portal? Step 1: Sign in to MyUniFi at https://occ.unifi.my Step 2: Click MyBill tab Step 3: Scroll down to Pay Your Bill and click Make Payment button Step 4: Fill in the form and click Continue button to proceed with the payment

7 How do I change my billing address? You can change your billing profile at myunifi portal under MyProfile section or by sending us request via or by making request via TMpoint. How do I change my UniFi billing method? You can change your UniFi billing method via MyProfile section or by sending us request via or by making request via TMpoint. I cannot open the UniFi softcopy bill attachment received to my . What should I do? Adobe Reader (version 7 or above) is required to view the statement. If you do not have Adobe Reader installed, you can download it for free at the Adobe website. I did not receive my UniFi statements. What should I do? To enhance customer reachability, we are sending UniFi bills via your preferred and UniFi address. Please access your UniFi mails via Also, please verify your preferred address for billing at MyProfile section in myunifi portal is correct. Your UniFi bill may have been sent to your junk mail folder. To avoid future s like this from being automatically sent to your junk mail folder, we suggest that you add our address to your Address Book and/or the Approved Sender list. Can I check my previous month statement? Yes. You can view your past 6 months bill statement via myunifi under MyBill section.

8 10 Things You Should Know About UniFi 1. This service is a 24- month contract and a termination fee of RM500 is chargeable for termination of service within the contract period. 2. If your premises reside in high rise building served via copper, you must terminate your existing Streamyx service (if any). 3. Minimal drilling is required for fibre installation to the premise. You will be responsible for providing TV and 4-socket extension cord to complete the installation. No installation appointment will be made for premises under renovation. 4. All triple play services (internet, voice and TV) must be activated during service installation. Partial service activation is not allowed. 5. UniFi is a wired broadband service. Wireless connectivity is an option and is subject to interference and obstructions factor. 6. UniFi account owner or authorised contact person must be available during the service installation. For high rise premises, owners are required to make arrangement with Building Management Office for installation permission, internal cabling and access to telecommunication room. 7. Installation fee includes external cable entrance and up to 15 metres fiber cable internal wiring, 15 metres for Ethernet, 15 metres telephone cables and 30 metres for casing (raceway). Additional charges will be applied for cables more than 15 metres and 30 metres casing (raceway) and charges will be included in your UniFi bill. 8. For other optional installation e.g. wiring above ceiling, you may appoint your own contractor or deal directly with TM appointed contractor. Payment will be made directly to the contractor. However, additional charges will be applied for standard cables more than 15 metres and charges will be included in your UniFi bill. 9. Please provide correct and valid Billing Address / Postal Address. Select either paper bill or bill (please provide valid and preferred address). Bill is also accessible at myunifi (https://occ.unifi.my). TM may impose a minimal monthly charge for paper bill with notification given. 10. All UniFi equipment provided by TM is subject to 12 months warranty period.

9 5 Things You Should Know About UniFi Installation 1. Minimal drilling is required for fibre installation to the premise. You will be responsible for providing TV and 4-socket extension cord to complete the installation. No installation appointment will be made for premises under renovation. 2. All triple play services (internet, voice and TV) must be activated during service installation. Partial service activation is not allowed. 3. UniFi account owner or authorised contact person must be available during the service installation. For high rise premises, owners are required to make arrangement with Building Management Office for installation permission, internal cabling and access to telecommunication room. 4. Installation fee includes external cable entrance and up to 15 metres fiber cable internal wiring, 15 metres for Ethernet, 15 metres telephone cables and 30 metres for casing (raceway). Additional charges will be applied for cables more than 15 metres and 30 metres casing (raceway) and charges will be included in your UniFi bill. 5. For other optional installation e.g. wiring above ceiling, you may appoint your own contractor or deal directly with TM appointed contractor. Payment will be made directly to the contractor. However, additional charges will be applied for standard cables more than 15 metres and charges will be included in your UniFi bill.

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