What is UniFi?

UniFi heralds a new age of digital lifestyle with a faster, richer and more reliable online experience. UniFi is a bundled triple play service offering High Speed Internet, HyppTV (IPTV) and Voice. 

What is the UniFi package offering?

UniFi is offering 3 residential and 3 business packages.

For residential  VIP5 is RM149 a month, VIP10 is RM199 a month and VIP20 is RM249 a month. Each package comes with voice, different Internet speeds and either a basic or premium HyppTV subscription.

For businesses, BIZ5 is RM199 a month, BIZ10  is RM599 a month and BIZ20 is RM899 a month.
Each package comes with attractive call plans, different Internet speeds and a host of complimentary services.

What is the difference between HyppTV and other satellite TV operators?

HyppTV is different from other satellite TV operators in that it is transmitted via a broadband network. This gives you added benefits such as not being susceptible to bad weather, as well as fast Internet access via HyppTV.  Being a broadband platform, you can also expect other IP-based services in the future.  HyppTV also differs in term of the pricing model, which is an On-Demand approach, which means you pay only for the channels, movies or series you want to watch, rather than pay for the whole package, with no extra monthly fees involved.

In addition, the service delivers Series on Demand such as CSI past season/Hollywood Premiere, offering customers  more exciting and up-to-date content.

How can UniFi benefit me?

You will be able to experience the highest speed connection available in the market and this will enable you to tap into many services such as online games, downloadable rich content, virtual interaction (video calls) and an enriched shopping experience (rich multimedia virtual shopping, real time merchant tips). UniFi provides more stable and reliable connections to ensure a premium customer experience

What are the charges like – installation fee, hardware rental, contract duration etc?

During the initial promotion period, standard installation and activation charges worth RM200 will be waived. In addition, the standard package is inclusive of equipment worth RM800 that will also be given free-of-charge to customers. No deposit will be imposed. Only monthly subscription fees for UniFi packages will apply. Telephony usage charges and any purchase of value added services will be charged separately. The duration of standard contracts is 24 months.

How long does a typical physical installation and testing take?

The expected installation and testing will take approximately 4 to 8 hrs depending on the type of premises and the sensitive nature and complexity of fibre optic installations. An installation involves site survey, ducting, piping, electrical work and equipment configuration.

Does TM allow customers to appoint their own contractor to perform internal wiring?

Because TM is ultimately responsible to ensure that the highest quality of service is delivered to customers, we will not allow unaccredited contractors to perform the installation of the service. Only TM or its appointed agents can install the fibre optic at the customer premise. That said, some customers will want to do additional enhancements in the internal wiring and they might opt to use additional third parties for this. But as TM, we need to ensure that the service is working properly upon our installation and with very high quality.

Do I pay a separate bill for the services bundled in UniFi?

All bundled services 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, for any of your existing  services that you choose to maintain even after you have subscribed to UniFi (i.e., Streamyx, Business Broadband, TM Homeline/Businessline), you will receive a separate bill.

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 to ensure that a good quality of experience is provided to all customers. In addition, UniFi packages for consumers come with a monthly download volume allocation. However, the FUP will not impact customers who do not exhibit unfair usage behavior, and will not impact the delivery of IPTV and value added services.

What is the monthly download volume imposed?

VIP5 package comes with 60GB monthly download volume.
VIP10 package comes with 90GB monthly download volume.
VIP20 package comes with 120GB monthly download volume. 
The monthly download volume will not be implemented until further notice.
There will be no volume capping for UniFi’s SME packages.

What should I do if my UniFi equipment is faulty?

Free one-to-one replacement shall be granted for faulty units due to manufacturing defects within the warranty period. Once the warranty period has expired, customer is responsible to replace or repair the faulty equipment at their own cost. For customer service, you can call our TM UniFi Centre at 1-300-88-1221.

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.

Is there any penalty if I terminate my UniFi service?

For termination within the minimum contract period, customers shall pay a penalty equivalent to the remaining contract balance. There will be no penalty charges for termination after the minimum contract period. Customers must also settle any outstanding bill prior to termination. 

- Termination fee of RM500 is chargeable for termination of service within the contract period.

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 TMPoints or through the TM UniFi Centre. Generally, relocation is possible but is subject to service availability. A relocation fee of RM300 shall apply.