FAQ

You can find the latest UniFi Home package, and product features here. You may check coverage here.

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.

You can check service availability through our website here:  Check Unifi Coverage.  or at 016-333 1414.

Interested parties can check coverage for UniFi at this website : Check Unifi Coverage or call us at at 016-333 1414.  Once confirm available, we will proceed with your Unifi application.

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.

1. You need be registered with myUniFi account in order to change e-mail 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. Email 2GB or c. Infoblast
6. Key in and confirm your new password and click “submit”.

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.

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.

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.

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.

Applications can be made through selected TMpoint outlets or call the TM UniFi Centre at 1- 300-88-1221.

If any UniFi equipment is faulty, you may call TM UniFi Centre at 1-300-88-1221. 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.

The first bill can be expected around 1 month after service is activated. The first bill will also include a one month advance payment.

 You may refer to the How to Make Payments page here.

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.

 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.

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.

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.

 No. For foreigner or non-Malaysian citizen, you may need to go to the nearest TMpoint to subscribe UniFi package.

i) Paper (hardcopy) bill – chargeable at RM8/month via portal services (currently waived)
ii) Email (softcopy) bill – FREE and will be sent by default to all customers’ preferred email and UniFi email at http://webmail.unifi.my.
iii) Online Billing via myUniFi portal at (https://occ.unifi.my)

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 http://www.tm.com.my/unifi/help-support/Pages/payment-guides.aspx

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

You can change your billing profile at myUniFi portal under MyProfile section or by sending us email request via unifi@tm.com.my or by making request via TMpoint.

You can change your UniFi billing method via MyProfile section or by sending us email request via unifi@tm.com.my or by making request via TMpoint.

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.

 To enhance customer reachability, we are sending UniFi bills via your preferred and UniFi email address. Please access your UniFi mails via http://webmail.unifi.my.

Also, please verify your preferred email address for billing at MyProfile section in myUniFi portal is correct. Your UniFi email bill may have been sent to your junk mail folder. To avoid future emails like this from being automatically sent to your junk mail folder, we suggest that you add our email address tmbilling@tm.com.my to your Address Book and/or the “Approved Sender” list.

Yes. You can view your past 6 months bill statement via myUniFi under MyBill section.

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 e-mail bill (please provide valid and preferred e-mail 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.

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.

1) Why did you remove this channel?
UTV Movies will be discontinued on HyppTV Everywhere commencing 24 May 2017. However, this channel still available on HyppTV (on STB).

2) When is the effective date for the removal of UTV Movies?
The effective date is on 24 May 2017.

3) Who will be impacted from the removal of this channel?
HyppTV Everywhere customers

4) Will customer be entitled for any rebate pertaining to this removal?
There will be no rebate given to customer.

5) I want to report this to MCMC as I feel cheated by TM
TM holds no right to neither stop nor suggest, shall customer wanted to lodge any reports against any product offerings to third party as mediator for settlement. However, we assured that all activities carried by TM or HyppTV pertaining to the matter are govern by broadcasting licenses in purview of MCMC.

From 19th March 2018 onwards, new customers who subscribe to unifi and pre-unifi packages will be subject to a penalty fee of the remaining months should the service be terminated within the contract period.
1. Applicable to all customer segments who subscribe to unifi and pre-unifi packages.
2. Applicable to new registrations from 19th March 2018 onwards.
3. Penalty fee will be charged based on the original package price (before discount).

Package Subscribed	Package Price	Actual internet price before discount	Remaining Contract Period	Penalty Fee to be Paid
Scenario 1: Customer subscribed Unifi Lite at RM129/month	RM129	RM129	12 months	= RM129 X 12 months Total RM1548
Scenario 2: Customer subscribed unifi Advance at RM179/month after discount	RM 179	RM199	10 months	= RM199 X 10 months Total RM1990

Credit limit is the maximum allowable total charge that will be allowed on a customer’s monthly bill. This includes rental or monthly package fees and all usages under UniFi/Telephone/Streamyx/CDMA/Biz Broadband/PRI account which is yet to be billed. Implementation of credit limit will not overrule the credit treatment process which is already in place to manage any late/overdue payment. Hence, customers are advised to observe their bill due date and make full payment on time to avoid any service interruption.

a) For existing users, the credit limit will be matched against the total of any unsettled bill amounts, rental or the monthly package fee, any additional voice charges, and value-added services.

b) For new users, the credit limit in the first month will be matched against the total for any one time charges (like additional installation charges), rental or the monthly package fee (maximum of 2 months upfront fee), any additional voice charges, and value-added services.

Phase 1 (UniFi service): 1 st August 2012.

Phase 2 (Telephony/Streamyx/CDMA/Biz Broadband and PRI services) : 1 st April 2013.

All Existing and new UniFi/Telephony/Streamyx/CDMA/Biz Broadband and PRI customers for both Consumer and SME segments.

Prior to implementation of Credit Limit, customers will be notified via:
a) SMS
b) E-mail
c) MyTM portal (https://mytm.tm.com.my/new/login.jsp)
d) MyUniFi Portal at (https://occ.unifi.my)
e) TM Portal (http://www.tm.com.my)
f) Voicemail call when the customer calls TM Contact Centre (100)

Beginning 1st April 2013, customer will receive their Credit Limit utilization via:
a) SMS
b) E-mail
c) IVR

A customer will be notified on their credit limit status at regular intervals via SMS, Emails
and voicemail call as below:
a) 1st notification once a customer reaches 70% of his/her credit limit
b) 2nd notification once a customer reaches 90% of his/her credit limit
c) 3rd notification once a customer exceeds 100% of his/her credit limit – the customer will
be notified that payment of the credit utilization is to be settled within 24 hrs or his/her
account will be suspended thereafter.

Each customer will be assigned a credit limit based on their current usage pattern and payment trend. The credit limit amount will be calculated and assigned to the customer which will be shown in their monthly bill.

A customer can update his/her information by:
a) Calling TM UniFi Centre at 1-300-88-1221
b) Calling TM Contact Centre at 100
c) Visiting his/her nearest TMpoint
d) For UniFi services: Updating their information at (https://occ.unifi.my), click on myUniFi,
then click on Manage My Services
e) For Telephone/Streamyx/CDMA/Biz Broadband/PRI services: Updating their information
at MyTM portal (https://mytm.tm.com.my/new/login.jsp)

Yes, customer can request to change the quantum of the credit limit. Please visit the nearest TMpoint or contact TM Contact Centre at 100/ TM UniFi Centre at 1-300-88-1221 to change the credit limit quantum. However, it is subject to TM’s approval guidelines.

a) For Upgrades
The system will automatically reconfigure a customer’s credit limit to the new limit.
b) For Downgrades
The system will automatically reconfigure a customer’s credit limit to the new limit.
However, customers are advised to pay their outstanding bills in full to ensure they are
not impacted by the new lowered credit limit.

A customer can check his/her credit limit status by:
a) Calling TM UniFi Centre at 1-300-88-1221 (for UniFi services)
b) Calling TM Contact Centre at 100 (for Telephone/Streamyx/CDMA/Biz Broadband/PRI
services)
c) Visiting the nearest TMpoint
d) Self Care Portals such as MyUniFi (https://occ.unifi.my) and MyTM
(https://mytm.tm.com.my/new/login.jsp)

No. All UniFi/Telephone/Streamyx/CDMA/Biz Broadband/PRI customers will automatically receive a credit limit notification accordingly.

An account will be suspended only upon exceeding 100% of the credit limit assigned. The customer will receive SMS/E-mail/IVR call when his/her account is suspended. However, the account may also be suspended due to delinquent/non-payment (whichever comes earlier).

The customer is required to make a full payment (100%) of his/her credit utilization. The service will be reactivated automatically within 24 hours. For faster re-activation, please make payment at TMpoint/Telekom Authorized Dealer (TAD) or if you make payment at other channels, please call TM Contact Centre at 100/TM UniFi Centre at 1-300-88-1221 to inform on the payment made by providing the payment reference number. The customer will receive SMS/E-mail when his/her account is reactivated

a) Within 24 hours-If payment is made at a TMpoint/Telekom Authorised Dealer(TAD)

b) Within 48 hours – If payment is made via other payment channels such as below:-

i. Online payment sites such as M2U, etc
ii. Bank counters
iii. Pos Malaysia counters
iv. Pusat Bayaran Bil Setempat

Your myUniFi ID and password were created and sent to your mobile phone and preferred email address during UniFi installation once the details (mobile phone and email address) has been confirmed. Your UniFi and other service passwords can be set or changed at myUniFi portal (https://occ.unifi.my). 2. I did not get / forgot my myUniFi portal login ID and password.

i. You can check at your preferred email address or on your mobile phone again (or)

ii. You can call our TM UniFi Center (1-300-88-1221) to resend myUniFi portal login and password to you.

i. Please login to myUniFi portal (https://occ.unifi.my) using the ID and
password given
ii. Under myUniFi tab, expand the Billing Account
iii. Click “Change Service Password” button
iv. Choose the service(s) that you want to change the password and key in your
preferred password
v. Click “Submit”
vi. You will receive your password via SMS and your preferred email address

Your primary mobile number and email address for password delivery may be incorrect. Please contact our TM UniFi Center (1-300-88-1221) to provide us with the correct details.

 You (applicant) must provide a photocopy of your NRIC to your authorised representative to be verified with our installer during UniFi service installation. Your authorised representative must also present his/her NRIC to the installer during UniFi service installation as well.

You must show the certificate of BRN and NRIC to the installer for verification purposes.

For security purposes, you need to change the service password (TM WiFi, InfoBlast & Email 2GB) when you wan to use the UniFi service for the first time. You can change the service password (TM WiFi, InfoBlast & Email 2GB) at myUniFi portal (https://occ.unifi.my).

The installer will assist you in changing the service password (TM WiFi, InfoBlast & Email 2GB) in myUnifi portal (https://occ.unifi.my) and at the same time, you are reminded to change the service password (TM WiFi, InfoBlast & Email 2GB) regularly for security purposes.

No.

There is no limit for you to change the service password (TM WiFi, InfoBlast & Email 2GB). However, you may contact TM UniFi Centre (1-300-88-1221) if there is any problem.