Frequently Asked Questions (FAQ)

On
unifi Your World Campaign

NO QUESTION ANSWER

New Customers

1. What is the new unifi  From 24th August 2020, we are offering customers the Total
Your World Convergence solutions of unifi Home, unifi TV and unifi Mobile
Campaign? bundled together in one package, with great discounts.

 With bigger savings up to RM1,500 a year, new customers will enjoy

30 Days free trial for the following packages:

 The promo price is valid for 24 months, and as long as the minimum
3 services (unifi Home, unifi Mobile and TV Content) are active.

 unifi will continuously engage with customers to give the best offer to
customers.

2. What are the Add-  On top of the bundled package, customers may also choose the
Ons available to optional Add-ons as below:
customers?
Add Ons Description Price per month Contract

Ultimate Pack Enjoy All Channels via RM60 12 months

(100Mbps and unifi Plus Box
30Mbps only)

unifi Plus Box Multi room RM20 24 months

entertainment with (For 24 month only)
additional unifi Plus
Box

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NO QUESTION ANSWER

Smart Devices Complete your Home Acer TravelMate 24 months

Entertainment P214 laptop
experience with
LG 55” UHD TV
unbeatable savings
From
RM69/month
Mesh WiFi Better WiFi experience Deco M4: RM15 24 months
for all your wireless
devices by ensuring Deco M9 Plus:
seamless WiFi RM35
connectivity for your
entire home (For 24 month only)

Home Gadget Protect your gadgets 3 gadgets: RM15 24 months

Protection with a hassle-free 5 gadgets: RM25
experience 8 gadgets: RM40

Online Guard Keeping Internet safe RM2 -

Plus for everyone at home
Security and 24 hours security and From -
Surveillance peace of mind RM99/month

 Note: Add on feature is not entitled for the 30 days free trial.

3. Who is eligible for  This campaign is applicable for the following:

this campaign?  New unifi Home customers
 New unifi Mobile customers

4. How
W long is the  The promotion runs from 24th August until further notice. So hurry
campaign period? up and subscribe to the Total Convergence package now!

5. Where can I  Total Convergence plan can be subscribed at:

subscribe to this  TMpoint outlets nationwide
campaign?  TM Resellers
 TM Authorized Dealer
 Online (unifi.com.my)
 TM Sales Centre (TMSC)
 Non-Malaysian customers can subscribe to the Total
Convergence plan at all channels as listed above, except for
online (unifi.com.my) and TM Sales Centre (TMSC)

6. How do I enjoy the 30  Once you have subscribed to the package during this campaign, you
days broadband will enjoy a waiver of your monthly package fee on unifi Home and
package fee waiver TV content for 30 days.
and more discounts?
 unifi Mobile package fee is not entitled for the 30 days fee waiver.

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NO QUESTION ANSWER

 unifi Mobile subscribers will enjoy the RM59 per month promo price
in the following month onwards. On top of that, you’ll enjoy more
discounts on your unifi Home bill.

7. Can I subscribe unifi  Please ensure to use the same ID number (NRIC, Old IC, Army,
Mobile under my Police, Passport) as per your unifi Home account upon registration
wife’s name and still of unifi Mobile 99 to enjoy the RM59 per month price once your unifi
enjoy the special Home is activated.
price of RM59 per
month?  Example:

unifi Home Registered unifi Mobile 99 Promo

Account New Registration

 Name: Ali bin Abu  Name: Ali bin Abu

 NRIC: 800101-00-1234  NRIC: 800101-00-1234

 One account holder can sign up to a maximum of five (5) mobile

lines under your name and each lines will enjoy RM59 per month
price.

8. I am currently on  Of course! You can switch your current number to unifi Mobile 99 at
another service the price of RM59 per month provided you do not have any
provider for my outstanding balance, blacklisted, or under contract with your current
mobile services. mobile service provider.

Can I switch to unifi  Click here for more info https://unifi.com.my/switch-to-unifi

and keep my existing
mobile number?

9. How will my bill look  You will receive 2 separate bills for unifi Home and unifi Mobile.
like when I subscribe
to this campaign? unifi Home
 You will see two (2) types of charges in your first unifi bill:

1. Prorated charges based on unifi activation date and Billing Period

date.
2. Full month charges of broadband package waiver based on 30
days from the 1st Billing Date.

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NO QUESTION ANSWER

unifi Mobile
 Your unifi Mobile 99 Promo will be reflected by the plan name “unifi
Mobile 79 unlimited” in your bill.

 In your first unifi Mobile bill, any pro-rated usage will be based on
RM79 price.

 Once unifi Home and unifi Mobile services are both activated, you
will enjoy the RM59 per month price in the following month
onwards.

 Your bill date will always be on the 1st of every month and the cycle
is for the full period of the month.

10. Will I be tied to any  Yes, all unifi Home plans come with a 24-months contract but no
contract for my Total contract is imposed for unifi Mobile.
Convergence plan
subscription?

11. I’ve subscribed to  We are sorry to hear that unifi is not yet available in your area and
Total Convergence hence your unifi Mobile is still charging at RM79 per month.
plan, but the
broadband activation  Worry not as we have few alternatives for you:
was not successful  You may continue to enjoy your mobile line at RM79 per month.
due to technical  You may change your mobile plan to other unifi Mobile postpaid
limitation. What plan. Kindly refer https://unifi.com.my/personal/mobile/postpaid
should I do with my
mobile plan?  If you wish to discontinue your mobile line, you can terminate by
walk–in to TMpoint or via mobile live chat.

12. What will happen to  If your port in to our service is unsuccessful, your Total Convergence
my subscription if I plan will be changed to a bundle without mobile plan and you will no
subscribed to Total longer enjoy our bundle discounts.
Convergence plan,
my broadband has  You may contact our touchpoints as below for further assistance:
been successfully  TMpoint outlets nationwide
installed but my  unifi mobile Live Chat
mobile is not
activated due to
technical limitation?

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NO QUESTION ANSWER

13. Is there any changes  The discount that you enjoy for subscribing Total Convergence plan
to the promo price if I will be removed.
terminate any mobile
or TV content in the  Other early termination charges are applicable for TV content or
Total Convergence broadband.
plan?

14. Are there any other  Yes, other plans are as below:
plans besides the
Total Convergence Broadband with TV Content Pack
plan? 300Mbps 500Mbps 800Mbps
Internet Unlimited internet access
Entertainment Ultimate pack (complimentary unifi Plus Box)
Voice Free 600 min talk time to all mobile and fixed lines nationwide
Beyond 600 min, free calls from fixed to fixed and RM0.10 from fixed
to mobile
Mesh WiFi Add on Mesh WiFi Free Mesh WiFi Deco M9 Plus
from RM15/mth
Retail Rate Price RM259 RM309 RM409
Promo Price RM199 RM249 RM349

Broadband Only
unifi Lite 30Mbps 100Mbps

Internet Unlimited internet access

Entertainment Free access to unifi PlayTV app with Free-to-Air channels

Voice Free call via Pay-per-use for a flat 600 min talk time to all mobile
fixed line to rate of 20sen/min to all and fixed lines nationwide
nationwide mobile and fixed lines
and as nationwide Beyond 600 min, free calls
lowest as from fixed to fixed and
10sen/min to RM0.10 from fixed to mobile
mobile

Retail Rate RM89 RM89 RM129

Price

 On top of that, customers can also enjoy 30 Days free trial.

Note:
30Mbps and 100Mbps subscriber can add on unifi TV Ultimate Pack for RM60 monthly
and enjoy unifi Plus Box, but the add on fee is not entitled for 30days free trial.

15. Where can I view my  You may install myunifi apps (available at Google Playstore, Apple
bill? App Store and Huawei App Gallery) to view both Broadband and
Mobile bills.

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NO QUESTION ANSWER

16. Is Transfer Request  No, Transfer Request is not allowed during 30 days of this campaign.
(Change of Customer has to proceed with the termination within 30 days and
Broadband Service return all equipment during termination process
Provider) allowed
during the 30 days of
this campaign?

17. Can I transfer my unifi Home

unifi line to someone
else during this  During 30 days free trial, customer is not allowed to perform transfer
campaign period? owner activities.

unifi Mobile

 Transfer of ownership is not available at the moment.

18. Do I need to make unifi Home

any upfront
payment?  Please note that an advance payment of RM100 for Malaysians and
RM500 for non-Malaysians is applicable for sales without the
verification of MyKad Reader (please refer to general unifi T&C
clause 10.11 and general unifi Lite clause 5.8).

 If you wish to avoid making any advance payment, you can choose
to subscribe at TMpoint, TM Authorised Dealer (TAD) or TM
Appointed Reseller.

unifi Mobile

 Please note that an upfront payment of RM100 is applicable for any

new mobile line registration via TM Resellers, TM Authorised Dealers
and any TMpoint outlet nationwide. The amount will be offset in your
1st bill.

 For non-Malaysians, you are required to pay an additional deposit of

RM300 per line, which will be refunded upon mobile line
termination.

 For a limited time only, we’re waiving the upfront payment of RM100
if you switch your current number to unifi Mobile now.

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NO QUESTION ANSWER

 For registration via our portal (unifi.com.my), no upfront payment is

required. *

*Note: Registration via online is applicable for Malaysian only.

Smart Devices

 Please note that an upfront payment of RM200 is applicable for any

add on of smart devices for new customers.

 Existing customers will not be imposed with upfront payment,

however the approval will be based on their unifi Credit Rating.

19. If I decide not to  To cancel the subscription, customers need to walk in to any
continue my unifi TMpoint within 30 days of the subscription.
subscription within
the 30 days, how do I  Customers will have to return all equipment upon cancellation of
cancel my the subscription to avoid being charged with early termination fee.
subscription?
 You are required to return all of the equipment given during
installation:
i. Residential Gateway (RG)
ii. Broadband Termination Unit (BTU) and
iii. unifi Plus Box with box and all accessories
iv. Mesh Wi-Fi (if applicable)

 If you failed to return the items, you will be charged with a penalty fee
of RM500.

 If you have subscribed to any Value Added Services (VAS), you will
be charged with the penalty fees of that particular VAS.

 However, you will no longer enjoy unifi Mobile at RM59 per month
when you terminate your unifi Home account, and the price will
revert to RM79 per month.

 Termination for both unifi Home and unifi Mobile will need to be done
separately.

unifi Lite
 You are required to return the modem. If you failed to do so, you will
be charged RM350.

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NO QUESTION ANSWER

20. What happens if I  If you’re happy with the service and wish to continue after the free
continue my trial period has ended, the account will be automatically charged with
subscription after the the monthly fee for the consecutive months.
free trial period (30
days) is over?

21. What happens If I  If you cancel the subscription after the trial period has ended and still
cancel my internet within the contract period of the package, you will be charged for the
subscription after the standard early termination fees i.e. the remaining months of the
free trial period (30 contract.
days) is over?
 However, you will no longer enjoy your unifi Mobile at RM59 per
month price when terminating your unifi Home account and the price
will be reverted to RM79 per month.

22. Can I change to other  Yes. However, you will no longer enjoy the unifi Mobile 99
unifi Mobile plans promotional price of RM59 per month.
later?

23. After I terminated my  You are not able to apply for new unifi line after termination at the
unifi plan under this same installation address during the campaign period after
campaign, may I termination. We hope you will stay with us.
apply for new unifi
Home line?

24. I experienced service  Customer has already enjoyed the 30 days fee waiver, hence no
downtime during my rebate will be given.
30 days trial period,
am I entitled for  Rebate for VAS will be given if applicable.
rebate?

25. Where can I read  To know more on unifi Mobile postpaid plan, please visit
more on unifi Mobile unifi.com.my/postpaid.
and its offerings?
 You can also find our mobile postpaid FAQ and T&C here:
 https://unifi.com.my/mobile/postpaid/faq
 https://unifi.com.my/mobile/postpaid/tnc

26. How do I get more  For further info, you can refer
info on this unifi o unifi portal - unifi.com.my
Your World o unifi online community forum at community.unifi.com.my
campaign?
 Visit any of the TMpoint outlets nationwide

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NO QUESTION ANSWER

Existing Customers

27. I am an existing Existing unifi Home Customers

customer, can I
subscribe to Total  Yes, you can upgrade your plan to Total Convergence plan to enjoy
Convergence plan? more discounts!

 30 days trial is not applicable for existing customers.

 Promo Price is valid for 24 months and as long as minimum 3 services

(unifi Home, unifi Mobile and TV Content) are active.

Existing unifi Mobile Customers

 Yes, existing unifi Mobile plan subscribers are welcome to subscribe

to our unifi Mobile 99 promo at RM59 per month.

 You can add on new mobile line or your current plan will be changed
to new unifi Mobile 99 at the price of RM59 when you sign up for this
promo.

 If customers opt for change of plan, subscription of any Add-on

Passes or any existing promotion (i.e: Multiline discount, Hotspot
Passes, etc) on your previous unifi Mobile rate plan will be terminated
without any refund.

 However, if you are already paying RM59 per month for your mobile
line, you are eligible for this Total Convergence promo without
performing any change of plan. This is inclusive of postpaid plans as
per below:
 unifi Mobile 59 (Value Plan)
 unifi Mobile 99 at RM59 with 12 months contract
 unifi Mobile Jasa Pek
 unifi Mobile Student Pek

28. I am an existing Existing unifi Home Customers

customer, and I love
my current package. I  Yes. Add on plans are available for you to choose from entertainment
would like the Total to lifestyle as below:
Convergence plan
value to be add on.
Can I do that?

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NO QUESTION ANSWER

Add Ons Description Price per month Contract

Ultimate Pack Enjoy All Channels via RM60 12 months

100Mbps and unifi Plus Box
30Mbps only
unifi Plus Box Multi room RM20 24 months
entertainment with (For 24 month
additional unifi Plus only)
Box
Smart Complete your Home Acer TravelMate 24 months
Devices Entertainment P214 laptop
experience with
LG 55” UHD TV
unbeatable savings
From RM69/month
Mesh WiFi Better WiFi experience Deco M4: RM15 24 months
for all your wireless
devices by ensuring Deco M9 Plus:
seamless WiFi RM35
connectivity for your (For 24 month
entire home. only)
Home Gadget Protect your gadgets 3 gadgets: RM15 24 months
Protection with a hassle-free 5 gadgets: RM25
experience 8 gadgets: RM40

Online Guard Keeping Internet safe RM2 -

Plus for everyone at home
Security and 24 hours security and From RM99/month -
Surveillance peace of mind.

Existing unifi Mobile

 Yes. You can choose from Broadband and unifi TV Content plan to
Broadband plan only.

Broadband with TV Content Pack

300Mbps 500Mbps 800Mbps
Internet Unlimited internet access

Entertainment Ultimate pack (complimentary unifi Plus Box)

Voice Free 600 min talk time to all mobile and fixed lines nationwide
Beyond 600 min, free calls from fixed to fixed and MR0.10 from fixed
to mobile

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NO QUESTION ANSWER

Mesh WiFi Add on Mesh WiFi Free Mesh WiFi Deco M9 Plus
from RM15/mth

Retail Rate Price RM259 RM309 RM409

Promo Price RM199 RM249 RM349

Broadband Only
unifi Lite 30Mbps 100Mbps

Internet Unlimited internet access

Entertainment Free TV channel via unifi PlayTV app

Voice Free call via Pay-per-use for a flat Free 600 min talk time to all
fixed line to rate of 20sen/min to all mobile and fixed lines
nationwide mobile and fixed lines nationwide
and as lowest nationwide
as 10sen/min Beyond 600 min, free calls
to mobile from fixed to fixed and MR0.10
from fixed to mobile

Retail Rate RM89 RM89 RM129

Price

 For mobile customers, you can add on new mobile or change plan
for current mobile plan to enjoy the promo.

29. I’m an existing webe  We’re sorry, upon activation of this plan, subscription of any Add-on
RM79 plan Passes (i.e.: Multiline discount, Hotspot Passes, etc.) on your
subscriber. previous unifi Mobile rate plan will be terminated without any refund.

Do I still enjoy the

 Remaining entitlement of multiline discount will be based on
multiline discount if I
remaining line that you still maintain under RM79 plan.
subscribe to this
unifi Mobile 99 offer?

30. I still have a few  Yes, you’re already entitled for this promotion since you’re already
months contract of paying RM59 in your existing plan.
unifi Mobile 99 at
RM59 with 12 months  The following unifi Mobile Rate Plan are eligible for this Total
contract promo. Can Convergence promo as per below:
I subscribe to this  unifi Mobile 59 (Value Plan)
Total Convergence  unifi Mobile 99 at RM59 with 12 months contract
plan?  unifi Mobile Jasa Pek

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NO QUESTION ANSWER

 unifi Mobile Student Pek

31. How about other  Yes, for existing unifi Mobile customers, you can add on new mobile
postpaid plan and or you can change your current plan to unifi Mobile RM99 at the
existing #BEBAS price of RM59 when you subscribe to this Total Convergence plan.
prepaid customer,
can I subscribe to
this Total
Convergence plan?

32. How do I upgrade my  Upgrade your plan to Total Convergence plan to enjoy more
plan to Total discounts as below:
Convergence plan?

33. Will my contract  Yes. Once you have changed your plan to this campaign offering,
refreshed when I your package will be automatically refresh to 24 Months.
change plan to this
campaign?

34. I am currently  Yes, you can upgrade to the package with unifi Plus Box. However,
subscribing to the free 30-days trial is not applicable for existing customers.
package with media
box (V8), can I  Once you received the unifi Plus Box, you can use both media box
change my plan to and unifi Plus Box, treat it as multi room entertainment!
package with unifi
Plus Box? Is the  However, existing customers who are still on the previous platform
media box can still (white box) need to be migrated before login to the unifi Plus Box. TM
be working? will communicate once the migration process is successful (once your
order is completed) and you may enjoy unifi TV via the unifi Plus Box.

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NO QUESTION ANSWER

 Customers with the white media box (V8) can still enjoy unifi TV until
further announcement from TM.

35. I am subscribing to  Yes. You are allowed to subscribe to Broadband only. However, if
unifi Home plan you are still within contract, the rule applies as below:
bundle with unifi  For Broadband – contract will be refreshed to 24 Months
Plus Box and Mesh  For unifi TV – penalty on the remaining months
Wi-Fi, can I change to  For Mesh Wi-Fi – penalty of RM200
Broadband only
package?

36. I am subscribing to  I am currently subscribing to unifi packages with bundle UPB

unifi Home plan with and want to upgrade to Total Convergence package with UPB
device. What will o You will remain your current unifi Plus Box and enjoy our Total
happen to all my Convergence offering. There will be no new unifi Plus Box
device? provided to the customer.

 I am currently subscribing to unifi package with bundle MESH

Wi-Fi and want to upgrade to Total Convergence package with
MESH Wi-Fi
o Bundle MESH Wi-Fi currently with customer is MESH Wi-Fi
M4. Therefore, with this package, customer will be given
another MESH Wi-Fi M9.

37. I have subscribed to  Your current Add On VAS and Add on Device will be charge as
add on device and agreed during subscription/usual. Only Add on pack (Varnam,
VAS’s previously. Ruby and Aneka) will be move to new Ultimate Pack under Total
Convergence package value
Some of my add on
device are already
Eg: You have subscribed to Home Gadget Protection at RM15,
part of Total
therefore will be charged as usual.
Convergence plan.

What will happen to Eg: You have add on MESH at RM15 (for 24 months) and want to
current subscription subscribe to 500Mbps Total Convergence (with MESH). You will
for these add on? maintain your mesh at RM15 price and will receive another MESH
under Total Convergence package.

Eg: You have add on UPB at RM10 (for 24 months) and want to
subscribe to 300Mbps Total Convergence (with MESH). You will
maintain your UPB at RM10 price and will receive another UPB under
Total Convergence package.

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NO QUESTION ANSWER

Eg: You have subscribed to add on Varnam pack at RM30 monthly

and want to subscribe to 300Mbps Total Convergence (with MESH).
Your package will be upgraded to Ultimate Pack under Total
Convergence package value. Your current Add On VAS and Add on
Device will be charged as agreed during subscription/usual. Only Add
on pack (Varnam Ruby and Aneka) will be moved to the new Ultimate
Pack under Total Convergence package.

Eg: You have subscribed to Home Gadget Protection at RM15 price,

therefore you will be charged as usual.

Eg: You have added on MESH at RM15 (for 24 months) and want to
subscribe to 500Mbps 3 in 1 bundle plan (with MESH). You will
maintain your mesh at RM15 price and received another MESH under
Total Convergence package.

Eg: You have added on UPB at RM10 (for 24 months) and want to
subscribe to 300Mbps Total Convergence plan (with MESH). You will
maintain your UPB at RM10 price and will receive another unifi Plus
Box under Total Convergence package.

Eg: You have subscribed to add on Varnam pack at RM30 monthly

and want to subscribe to 300Mbps Total Convergence plan (with
MESH). Your pack package will be upgraded to Ultimate Pack under
Total Convergence package.

38. What will happen if I  If your add ons are still under contract, therefore by removing these
remove my add ons? add ons, you will be charged with the early termination penalty fees
of the remaining months.

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