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GETTING TO KNOW

1.

What is wireless broadband?

Wireless broadband is the service offered by TM which offers a high-speed wireless broadband internet access.

It is a solution for internet access sharing at home and on-the-go within unifi LTE coverage areas especially for customers who have no broadband infrastructure/fibre coverage to serve their area or for those who face installation limitations at their premises.

Currently, we are only offering SIM Plan + device purchase for subscription.

2.

Who is eligible to subscribe to wireless broadband plan?

All users, Malaysian and Non-Malaysian, regardless of whether you are a TM customer or non-TM customer (18 years old and above).

3.

Where can I subscribe the plan?

You can register to this plan at selected TMpoint outlets as listed here. Our frontlines will be happy to assist you.

4.

What documents do I need to bring during service registration?

You just need to bring along your NRIC if you are a Malaysian or a Passport if you are a non-Malaysian for registration.

5.

Where are the wireless broadband coverage areas?

We only want the best for you. If you’re within our LTE coverage areas where the Internet has good signal and most stable, then you’re covered. Check the coverage map here.

6.

How many wireless broadband SIMs can I purchase under one account?

A person can get up to three (3) lines to surf the Internet like you’ve never done before.

7.

I was informed that there is a 3-month loyalty waiver programme. Can you tell more about it?

The 3-month loyalty waiver programed is specially for the wireless broadband customers whose subscription remain active for 12 months. These customers will enjoy a 3-month loyalty waiver from the 13th month until the 15th month*.

*Terms & conditions apply.

8.

What is offer period for this 3-month loyalty waiver programme?

The 3-month loyalty waiver offer starts from 2nd April 2018 until further notice.

Plan

1.

What is the monthly subscription fee?

The monthly subscription fee is at RM79/month

*Price shown is inclusive of 0% GST.

2.

Is there any upfront payment?

We’re having a promotion, so the upfront payment is WAIVED for now.

3.

Is there any activation fee?

We’re having a promotion, so the activation fee is WAIVED for now. However, if you wait further, you might have to pay an activation fee of RM50. So hurry, don’t miss it!

4.

Is there a deposit required?

For Malaysians, there is no deposit required but for non-Malaysians, a deposit of RM100 is required. Don’t worry, you’ll get it back for sure!

5.

When will the wireless broadband plan be available?

The wireless broadband plan will be available for subscription beginning 2nd April 2018.

6.

What does the wireless broadband plan offer?

The plan offers internet access within unifi LTE coverage. Below is the breakdown of the offerings:

Monthly Commitment	RM79
Monthly Internet Quota	60GB
Price of Huawei 4G B618 WiFi router(Device upfront payment)	RM565

Register for Autopay service and enjoy RM2 rebate off your monthly bills!

✱ Price shown is inclusive of 0% GST
✱ ✱ offer valid until further notice (notice will be given and displayed in our website 30 days in advance)

7.

Are there any other plans available besides the 60GB plan?

For now, we only offer one (1) plan which is wireless broadband with 60GB monthly quota.

8.

Can I upgrade or downgrade my plan?

Unfortunately no, you can't upgrade or downgrade your plan.

9.

Is there a contract for the wireless broadband plan?

Don’t worry, there is no contract for the wireless broadband plan.

10.

Can I port my existing line(s) from other service provider to this wireless broadband plan?

Unfortunately, no. This is not allowed.

11.

Can I port my wireless broadband plan to other service provider?

Unfortunately, no. You can’t do so.

12.

Can I make calls and send SMS with this wireless broadband plan?

We’re sorry, you can’t send SMS with this plan. This is only a data plan.

13.

Can I use the wireless broadband plan overseas?

We’re sorry, this plan is currently available within Malaysia only.

14.

How many devices can I connect to the wireless broadband?

You can connect up to 64 devices at one time.

15.

What happens if I did not use all my monthly internet quota?

Don’t worry, your quota will start fresh with 60GB at the next bill cycle.

However, for high data-users, top-ups can be purchased easily here upon full utilisation of the 60GB data and the top-up is valid for up to 90 days.

16.

Is the quota transferrable?

Unfortunately, no. You can’t transfer the quota.

17.

Can I still use the wireless broadband service once I have finished my monthly internet quota?

Of course! We know how important staying connected is. But once you have used up your 60GB quota, you’ll have to settle for a 128kbps connection instead to make sure it’s fair for everyone.

However, for high data-users, top-ups can be purchased easily here upon full utilisation of the 60GB data and the top-up is valid for up to 90 days.

18.

Will I be charged per use once I have exceeded my monthly internet quota?

Don’t worry, there’s no additional charge if you exceed the monthly internet quota.

19.

Will I be notified when my monthly internet quota has been used up?

Yes, you will be notified via email and SMS when you have used 33%, 80% and 100% of your internet quota.

20.

Can I check and monitor my monthly internet quota balance?

Yes, you can check your monthly internet quota usage via our self-care. web portal at Self Care

21.

Will I be charged any penalty if I decide to terminate my wireless broadband service?

Don’t worry. There will be no penalty charges if you wish to terminate the service.

22.

What should I do if I do not understand how to use the wireless broadband service or having problem with this product?

You can refer to the tutorial steps and FAQ available here to help you with your inquiries or you can come to our TMpoint outlets for further explanation.

You can also reach out to us via Live Chat at Self Care

Device Purchase

1.

Where can I purchase the HUAWEI 4G B618 WiFi Router?

Customers can purchase the HUAWEI 4G B618 WiFi Router from selected TMpoint outlets that offer the wireless broadband plan, as listed here.

2.

I am your existing wireless broadband member. Can I purchase the HUAWEI 4G B618 only?

Unfortunately, you can’t. However, you may subscribe to another line and buy the device.

Note: Members can purchase a maximum of three (3) unifi Mobile broadband SIMs/ lines under one MyKad.

3.

How much do I need to pay upon registration?

Here are the details:

Device Price –Huawei 4G B618	RM565
0% GST	RM0
Total Payment At The Point of Registration	RM565

*Price shown is inclusive of 0% GST

4.

Will I get the device immediately upon registration or it will be delivered to my address?

Customers will get the device immediately if they walk-in to TMpoint. However, if the registration is made through via TM resellers, the device will be delivered to the customer’s registered address.

5.

Will I be subjected to a contract when I purchase the HUAWEI 4G B618?

There is no contract attached for the SIM plan + device purchased.

6.

Can I keep the HUAWEI 4G B618 upon service termination?

Yes. Definitely you can keep the device upon service termination.

7.

What are the available payment methods for purchasing the HUAWEI 4G B618?

The purchase can be done via any credit card, debit card or online bank transfer (FPX). During the payment process including online payment, customers will be assisted by our frontlines at TMpoint or resellers. For online payment, the payment will be made through iPay88 with ‘webe digital sdn bhd’ as the payee.

Deposit and Credit limit Policy

1.

I am a non-Malaysian, how and when will I receive my deposit upon termination?

Your refund will be transferred into your bank account within three (3) months / 90 days upon termination. Kindly provide us with your banking details via our support channels or at any TMpoint upon successful termination.

2.

What is the credit limit per line?

The default credit limit per line is RM300.

3.

Can I increase my credit limit?

Yes. You can increase your credit limit via our Self Care web portal or walk in to any TMpoint nationwide.

4.

Can I decrease my credit limit?

Yes, you can decrease your credit limit to the default credit limit.

5.

Will I be notified if my balance exceeded the credit limit?

You will be notified when your account reaches 70%, 90% and 100% credit limit utilisation via your registered email.

6.

What if my balance exceeded the credit limit?

You will not be able to use the service upon exceeding your credit limit.

7.

How much do I need to pay to restore my services, if it is barred due to credit limit?

You need to pay a minimum of 75% of your unbilled and / or billed amount to restore your wireless service.

8.

Will I be subjected to a credit check when I subscribe to this wireless broadband?

Yes. You will be subjected to the standard telco credit check (CTOS) when you subscribe to this wireless broadband plan. However, you will be exempted from credit check if you’re an existing TM (unifi or Streamyx) customer.

9.

How do I cancel my subscription?

You can cancel the subscription via our Live Chat, email or at any TMpoint nationwide.

10.

Will I be refunded if there is an extra payment in my account?

Yes. We will refund the extra payment in your account, for any amount more than RM10.

11.

Will I get a rebate if I sign up for Auto Pay?

Yes, you are entitled to a RM2 rebate off your monthly bill when you activate the AutoPay service via Self-Care.

Billing and payment

1.

How will I receive my monthly bill?

You will receive your monthly bill through your registered e-mail in Self Care portal.

2.

When is my bill date and bill cycle?

Your bill date is always on the 1st of every month and the cycle is the full period of the month (e.g. 1st March – Bill generated for 1/3/18 – 31/3/18)

3.

Can I request for a hardcopy bill?

We support environmental friendly initiatives so you will only be receiving an e-bill. You may print the hardcopy bill via self-care portal.

4.

Where can I pay my bills?

JomPAY is available via:
•Internet & mobile banking with participating banks. Please note that the Biller Code is 3608 and the Reference Code is your webe 9-digit account number. For details, please visit www.jompay.com.my.

Autopay
•Sign-up Auto Pay using Visa, MasterCard or AMEX Credit Card and enjoy RM2 rebate off your monthly bill https://mobile.unifi.com.my/self-care/profile.

Self Care
•MasterCard, Visa (Credit & Debit Card), AMEX Self Care

Walk In & Over the Counter Payment
• CIMB: https://www.cimbclicks.com.my (Bank in to your webe CIMB Account Number: 98953 followed by your 9 digit webe account number)
• POS Malaysia http://www.pos.com.my/
• TMpoint

5.

Which payee should I choose when I make payment via online, ATM & cash deposit machine?

Please select ‘webe digital sdn bhd’ when you’re making your payment via online, ATM and cash deposit machine.

FREQUENTLY ASKED QUESTIONS (FAQ) FOR unifi Air

QUESTIONS ON MIGRATION OF EXISTING STREAMYX CUSTOMER TO unifi Air

1.	Can you elaborate more on the latest migration plan for existing Streamyx customers? How can I know whether I'm in the areas that are eligible to migrate to unifi Air? • For Existing Streamyx customers who are staying in unifi areas, we will recommend you to upgrade your package to unifi. • Meanwhile, those who are staying within our LTE Time Division Complex (TDD) network, we will be contacting you personally through email and phone call to offer our unifi Air plan. • We appreciate your patience and understanding while we continue to explore technologies to improve the internet experience for all our customers, especially our Streamyx subscribers.

2.	I read from the news that some of the existing Streamyx customers will get to migrate to unifi Air at RM79 with unlimited data. May I know if I'm entitled? • Thank you for reaching out to us. We will be contacting our customers individually if they are within our LTE TDD network coverage. • We seek your patience to wait for our updates and we hope to complete this exercise very soon.

3.	I'm your existing Streamyx customer. How do I check if my area has TDD coverage? • You may visit our website at https://unifi.com.my/personal/home/wireless-broadband to check if your area is covered with our LTE TDD network. If yes, we will be in touch with you soon to help you migrate to our unifi Air service. • Kindly update your latest contact details via our unifi portal www.unifi.com.my or myunifi app so we could reach you.

4.	Are there any plans for TM to revise the current Streamyx packages? • At the moment, there will be no changes to the current Streamyx packages. • We will be contacting all our customers on their individual plans through email by batches as and when necessary. • Meanwhile, we appreciate your patience and understanding while we continue to explore technologies to improve the internet experience for all our customers, especially our Streamyx subscribers.

5.	Why aren't there any price reductions for existing Streamyx plans? We're paying so much for low speeds. Since I can't be upgraded, then can I get a cheaper price for my Streamyx package? Would the current customers who are not eligible to get the 2x speed upgrade (e.g max speed) be given any discount on the monthly subscription fee? What if I didn't receive any call or email from TM? Does that mean I'm not eligible for the upgrade? Will I receive any rebate or offered any other package from TM? • We hear you and we completely understand your situation. We're currently working on the best solutions for you, and you will be updated of the latest offers and progress by stages. • Meanwhile, please update your contact details via our unifi portal www.unifi.com.my or myunifi app so we could reach you easier. • We really appreciate your understanding, and we thank you for your loyalty to us all these years. We will continue to share more details with you as we progress.

6.	I don't understand why TM is not willing to invest in upgrading the infrastructure in my area to unifi fibre network. The area I'm staying is a new town development and I'm sure there are demands for high speed broadband here. • We have continuously been expanding our fibre broadband coverage. However, the coverage is yet to reach all of our existing broadband customers. • For customers currently being served by copper network, Streamyx 8Mbps is the best broadband speed that can be delivered. Where technically possible, we shall double the Streamyx speed at no extra cost to your current broadband bill. • For existing Streamyx customers within our LTE TDD network, we will migrate them to our unifi Air plan at RM79 with unlimited data.

7.	What if my area is not covered by LTE TDD network? • We sincerely apologise on this and thank you for your loyalty to us all these years. Please bear with us while we work on what we can offer to provide a better experience for you.

8.	What are the challenges that TM is facing in upgrading the existing Streamyx plan to your customers? • Mainly the copper technology limitations. • To address the remaining Streamyx customers, the Company is currently working towards a more definitive solution by exploring various possible technologies to ensure that we are able to deliver better broadband experience nationwide. • In the meantime, we seek your patience and understanding while we work towards enhancing your broadband experience.

9.	How many customers and will be eligible to migrate to this unifi Air? • Close to 35,000 Streamyx customers are within our LTE TDD network and we will contact them individually to subscribe to unifi Air.

SME SEGMENT (Streamyx Biz)

10.	Do you have any plans to upgrade or introduce new plans for the SME business segment? • The SME business segment is definitely important to us, and we are committed to ensure the local businesses are able to enjoy the benefits of the high speed internet. • We will be contacting all our customers on their individual plan through email. To avoid missing our call or email, please update your contact info at unifi portal www.unifi.com.my or via your account manager.

11.	DI am your SME customer and currently subscribing to your Streamyx plan. Will I be upgraded as well? • The SME business segment is definitely important to us, and we are committed to ensure the local businesses are able to enjoy the benefits of the high speed internet. • We will be contacting all our customers on their individual plan through email. To avoid missing our call or email, please update your contact info at unifi portal www.unifi.com.my or via your account manager

unifi AIR FOR SELECTED EXISTING STREAMYX CUSTOMERS ONLY (PHASE 1)

GETTING TO KNOW

1.

What is unifi Air plan?

• unifi Air is a wireless broadband internet solution offered to locations within unifi LTE coverage only.

• unifi Air plan is one of the solutions that we are able to offer to our existing Streamyx customers who are staying within our LTE TDD network coverage.

2.

What is the unifi Air plan for existing Streamyx customers?

• The special plan is as follows:

Plan	Sim + Device
Monthly fee	RM129
Loyalty Reward	RM50
Monthly fee with Loyalty Reward	RM79
Quota	unlimited
Contract	24-month
Device Price	FREE
Upfront Payment	No

* Price displayed excludes 6% service tax.

3.

What is the speed of unifi Air plan?

• The speed of unifi Air plan can reach up to 20Mbps for both download and upload activities.

4.

Who is eligible to subscribe to the unifi Air plan?

• This plan is offered to selected existing Streamyx customers within the LTE TDD coverage only.

5.

Where can I subscribe to unifi Air plan?

• Selected existing Streamyx customer will receive a phone call from our Telesales agent to explain further on this promo and proceed with the registration.

• Customer can also subscribe to this plan through TMpoint outlets nationwide as listed here. Terms and Conditions apply.

6.

Is there any upfront payment for the plan?

• The upfront payment is WAIVED for existing Streamyx customers.

7.

How much do I need to pay upon registration?

• You don't have to pay anything during registration. All the fees will be displayed in your 1st bill.

8.

How long is the promo period?

• The promo is on-going and for now, there's no end date for this plan.

9.

I terminated my Streamyx account and subscribed to your unifi wireless broadband before this. Will I be entitled for the promo?

• Yes, we will migrate your existing unifi wireless broadband plan to the latest unifi Air plan at RM79 per month with unlimited data quota, and it comes with a free device with 24-month contract.

10.

How many unifi Air SIM can I purchase under one account?

• Selected existing Streamyx customer can subscribe one (1) unifi Air SIM per one (1) Streamyx line.

11.

Is there any contract renewal applicable to the existing Streamyx (Pre-unifi) customers who subscribe to this unifi Air plan?

• Yes, your contract will be renewed to 24 months upon subscribing to the unifi Air SIM+ device package.

12.

What will happen to my existing Streamyx service when I choose to register for unifi Air plan?

• Your Streamyx service will be auto terminated within 35 days after the activation of unifi Air service. The call plan and value added services (VAS) bundled with the Streamyx service will also be terminated.

• The good news is you may choose to maintain or terminate the telephony service tied to the Streamyx service. The call rate will be at the published rate.

• If you choose to maintain the telephony service, a monthly rental of RM 25 (for residential) / RM 45 (for business) will be applicable.

13.

How do I know when my unifi Air service is activated?

• Just boot up the device and the service will be auto activated.

• You will receive an SMS as well to inform you that the service has been activated.

14.

Will I be charged with a premature penalty fee if my Streamyx service is still within contract?

• Don't worry! You will not be charged with any penalty fee.

15.

Can I opt to maintain my existing Streamyx service together with unifi Air?

• Unfortunately, you are not allowed to maintain both services.

16.

Will the monthly subscription fee remain the same when the contract period ends?

• Yes, the package price will remain the same even after the 24-month contract period ends.

17.

Is the internet quota transferrable?

• Unfortunately, no. You can't transfer the quota.

18.

Can I port my unifi Air plan to other service provider?

• Unfortunately, you are unable to switch to other service provider.

19.

Can I make calls and send SMS with this unifi Air plan?

• The SIM card for unifi Air plan does not support calls and SMS at the moment. Should you need the voice service, you may subscribe to our telephony service separately.

THE DEVICE

20.

How can I get the unifi Air device?

• You may choose to collect the unifi Air device at any TMpoint outlet or have it courier to your doorstep.

21.

What is the name of the device for this unifi Air plan?

• The device for unifi Air plan is Huawei 4G B618.

22.

What is the warranty period for Huawei Huawei B618?

• The warranty period is 12 months from the date of the purchase. The original receipt / proof of purchase is required when making claims.

23.

What should I do if the unifi Air device is faulty?

• For further technical assistance on Huawei B618 Wi-Fi router, please visit any nearest Huawei Service Centers as listed here.

24.

How many devices can I connect to the wireless broadband via unifi Air?

• You can connect up to 64 devices at one time.

25.

What should I do if I do not understand how to use the unifi Air service or having problem with this product or device?

• You can refer to the tutorial steps and FAQ available here to help you with your inquiries or you can visit our TMpoint outlets for further explanation.

• You can also reach out to us via myunifi app Live Chat or via website at Self Care.

26.

I was made to understand you currently have limited stocks of the device at the moment. What is your timeline like to have all 35,000 devices delivered to eligible customers?

• The devices will be delivered in phases. We are targeting to complete all Streamyx customer migration within six (6) months.

CONTRACT REGULATION

27.

Will I be charged any penalty if I decide to terminate unifi Air within the contract period?

• If you decide to terminate the subscription before the end of the contract period, a penalty fee will be charged on the remaining months of contract period and it will be reflected in your final bill.

28.

I'm not getting good surfing experience from the unifi Air plan. Can I terminate it without any penalty?

• You are able to terminate the unifi Air plan without any penalty in the below scenarios:

• Proven the LTE network experience based on registered customer address is very bad or congested.

• Proven wrong information from our customer service or reseller or agent.

• Proven there is an element of fraud from our customer service or reseller or agent.

29.

Do I need to return the unifi Air device when I terminate the service without any penalty?

• Yes, you will need to return the device and its packaging in good working condition to any of our TMpoint outlets.

30-DAY RETURN POLICY

30.

What is the 30-Day Return Policy?

• The 30-Day return policy is for customer who wishes to cancel the subscription of unifi Air within the 30 days of service activation and no monthly fee will be charged to the customer.

31.

How can I be entitled for the 30-Day Return policy?

• Every customer who subscribe to this plan is entitled for the 30 Days Return Policy. The device and its packaging must be returned in good working condition to any of our TMpoint outlets.

32.

What happen if I return the unifi Air device with incomplete or faulty due to my negligence?

• The return policy will be void. You will need to pay the penalty of remaining months.

DEPOSIT & CREDIT LIMIT POLICY

33.

What is the credit limit per line for unifi Air?

• The default credit limit per line is RM300.

34.

Can I increase my credit limit?

• Yes. You can increase your credit limit via myunifi app or our Self Care web portal or walk in to any TMpoint nationwide.

35.

Can I decrease my credit limit?

• Yes, you can decrease your credit limit to the default credit limit.

36.

Will I be notified if my balance exceeded the credit limit?

• We will notify you when your account reaches 70%, 90% and 100% credit limit utilisation via your registered email.

37.

What if my balance exceeded the credit limit?

• Temporarily, you will not be able to use the service upon exceeding your credit limit until you make some or full settlement of your outstanding bill.

38.

How much do I need to pay to restore my services, if it is barred due to credit limit?

• You need to pay a minimum of 75% of your unbilled and / or billed amount to restore your connection.

39.

Will I be subjected to a credit check when I subscribe to this unifi Air plan?

• No, you will be exempted from credit check as you're an existing TM (unifi or Streamyx) customer.

BILLING & PAYMENT

40.

How will I receive my monthly bill?

• You will have a new billing account once you subscribed to the unifi Air Plan. You will receive your monthly bill through your registered e-mail and in Self-Care portal.

41.

Will I be charged on both services (Streamyx and unifi Air) for the 1st month of unifi Air activation?

• We are giving 1-month waiver for you and it will appear on your first unifi Air bill. You will continue to pay your Streamyx until it is terminated.

• If you have paid any deposit on your Streamyx or telephony service, the deposit will be returned in your Streamyx final bill.

42.

When is my bill date and bill cycle?

• Your bill date is always on the 1st of every month and the cycle is the full period of the month (e.g. 1st March – Bill generated for 1/3/18 – 31/3/18)

43.

Can I request for a hardcopy bill?

• We support environmental friendly initiatives so you will only be receiving an e-bill. You may print the hardcopy bill via self-care portal.

44.

Where can I pay my bills?

JomPAY is available via:
• Internet & mobile banking with participating banks. Please note that the Biller Code is 3608 and the Reference Code is your webe 9-digit account number. For details, please visit www.jompay.com.my.

Autopay
• Sign-up Auto Pay using Visa, MasterCard or AMEX Credit Card and enjoy RM2 rebate off your monthly bill

Self-Care
• MasterCard, Visa (Credit & Debit Card), AMEX

Self-Care
Walk-in & Over the Counter Payment
• CIMB (Bank in to your webe CIMB Account Number: 98953 followed by your 9 digit webe account number)
• POS Malaysia
• TMpoint

45.

Which payee should I choose when I make payment via online, ATM & cash deposit machine?

• Please select 'webe digital sdn bhd' when you're making your payment via online, ATM and cash deposit machine.

46.

How do I terminate my unifi Air subscription?

• You can cancel the subscription via our Live Chat, email or at any TMpoint nationwide.

47.

Will I be getting my refund if there is an extra payment in my account?

• Yes. We will refund the extra payment in your account, for any amount more than RM10.

47.

What is the re- activation fee if the line is suspended due to late payment?

• In the event of line suspension, RM20 will be charged to re-activate the line.

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