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 www.tm.com.my.
What is the UniFi package offering?
UniFi is offering 3 residential and 5 business packages (3 Dynamic IP Unifi packages & 2 Fixed IP Unifi packages).

a) Residential:

  • UniFi ADVANCE PLANTM30Mbps – RM 210.94 / month
  • UniFi ADVANCE PLANTM50Mbps – RM 263.94/ month
  • UniFi PRO PLANTM100Mbps – RM 316.94 / month (Promotion)

* Included 6% GST.
Each package comes with voice, Internet and HyppTV subscription.

b) Business:

  • UniFi BIZ ADVANCE PLANTM30Mbps – RM 316.94/ month
  • UniFi BIZ ADVANCE PLANTM50Mbps – RM 369.94/ month
  • UniFi BIZ PRO PLANTM100Mbps – RM 401.74/ month

* Included 6% GST.
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.
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 our website here:  Check Unifi Coverage.  or at 016-333 1414.

How do I subscribe to UniFi?
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.
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 e-mail account password?
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”.
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.

Where can I upgrade / downgrade my UniFi package?
Applications can be made through selected TMpoint outlets or call the TM UniFi Centre at 1- 300-88-1221.
What should I do if my UniFi equipment is faulty?
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.
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.
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) 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)

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

How do I change my email billing address?
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.
How do I change my UniFi billing method?
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.
I cannot open the UniFi softcopy bill attachment received to my email. 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 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.

Can I check my previous month statement?
Yes. You can view your past 6 months bill statement via myUniFi under MyBill section.
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 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.

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.

Removal of UTV Movies from HyppTV Everywhere offerings
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.

1. What is credit limit (CL)?
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.
2. How is the credit limit implemented?

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.

3. When the credit limit was/will be implemented?

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

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

4. Who will be affected?
All Existing and new UniFi/Telephony/Streamyx/CDMA/Biz Broadband and PRI customers for both Consumer and SME segments.
5. How will customers be notified on this credit limit policy?
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

6. When/how will a customer be alerted of their credit limit?
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.
7. How much is the credit limit assigned for each customer?
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.
8. Where can a customer update their mobile and email information in order to receive this credit limit notification?
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)
9. Can a customer request to change the quantum of the credit limit?
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.
10. What happens to the credit limit quantum if a customer upgrades / downgrades his/her UniFi/Telephone/Streamyx/CDMA/Biz Broadband/PRI Package?
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.
11. Where can a customer check his/her credit limit status?
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)
12. Can customers request not to receive any notification on their credit limit status?
No. All UniFi/Telephone/Streamyx/CDMA/Biz Broadband/PRI customers will automatically receive a credit limit notification accordingly.
13. When will an account be suspended?
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).
14. If the service is suspended, what does a customer need to do to reactivate his/her service?
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
15. How long will it take for a UniFi/Telephone/Streamyx/CDMA/Biz Broadband/PRI account
to be re-activated after payment is made?

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

1. I want to use my TM WiFi service for the first time, where can I refer for my password?
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.
2. How do I retrieve it?

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.

3. I have myUniFi portal ID and password now. How do I change my TM WiFipassword?

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

4. I still have problems with my password (did not receive password etc). What should I do?
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.
5. I am not at home during the installation. How will the installer verify my NRIC?
 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.
6. What about the Business Customer verification?
You must show the certificate of BRN and NRIC to the installer for verification purposes.
7. Will there be any problems if I do not want to change the service password (TM WiFi, InfoBlast & Email 2GB)?
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).
8. I don’t know how to change the service password (TM WiFi, InfoBlast & Email 2GB). Will the installer assist me to change the password?
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.
9. Will the service password (TM WiFi, InfoBlast & Email 2GB) provided to me expire?
No.
10. How many times can I change the service password (TM WiFi, InfoBlast & Email 2GB)?
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.