unifi Mobile Postpaid Revival

FREQUENTLY ASKED QUESTIONS (FAQ) FOR UNIFI MOBILE POSTPAID REVIVAL

NO QUESTION ANSWER

QUESTIONS ON UNIFI MOBILE POSTPAID

GETTING TO KNOW

1. Is there any latest  Yes! Starting 12 July 2018, we will be offering unifi Mobile Postpaid. You
offering from unifi for can get your hands on our unifi Mobile Postpaid at a promo price of
mobile segment? RM99/month (inclusive of 0% GST) for a never-ending experience.

2. Who is eligible to  This exclusive offer is eligible to all existing TM Broadband customers;
subscribe to the unifi unifi, pre-unifi, unifi wireless broadband, P1 wimax and mobile broadband
Mobile Postpaid? customers.

3. I’m an existing unifi  Of course! All NEW and existing mobile plan members are welcomed to
Mobile plan subscriber. subscribe the new mobile line(s) at RM99/month (inclusive of 0% GST)
Do I get to enjoy the provided you have met our eligibility criteria.
unifi Mobile Postpaid?

4. How do I get further  You can visit our website at https://unifi.com.my/mobile/postpaid or walk-
enquiries on unifi in to the nearest TMpoint for more info.
Mobile Postpaid?

5. How many unifi Mobile  You are entitled to sign up to a maximum of five (5) lines per IC.
Postpaid lines can I
subscribe?

6. Can I port in to unifi  Yes. You can port in and subscribe to unifi Mobile Postpaid provided you
Mobile Postpaid? do not have any outstanding balance, blacklisted, or under contract with
your current mobile service provider. You may request to port in over-the-
counter at any TMpoint nationwide.

7. How long does it take  We will request the port in on your behalf from your existing mobile service
to process my port in? provider as soon as the payment of all outstanding balances have been
made. It may take up to five (5) business days for the application to be
approved by your existing mobile service provider.

8. Where can I subscribe?  You can subscribe the unifi Mobile Postpaid plan at any TMpoint
nationwide.
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9. Am I allowed to make a  You will need to make separate payments accordingly to your subscribed
single payment under accounts.
unifi for my mobile
broadband and mobile
services?

10. How do I make my bill  All payments are to be made to ‘webe digital sdn. bhd.’ via the available
payment? touchpoints.

11. Do I get sub-line  Unfortunately, no. The sub-line discount does not apply for new and
discounts if I’ve existing subscribers, who have subscribed to this plan.
purchased multiple
lines in one single
account?

UNIFI MOBILE POSTPAID

12. What is included in  The plan includes:

unifi Mobile Postpaid? 1. Never-ending domestic mobile Data
2. Never-ending domestic calls
3. Never-ending sending of domestic SMS

13. What type of calls and  All domestic calls & SMS to our mobile plan and other mobile operators
SMS are included in the  All domestic calls to national fixed line numbers
unifi Mobile Postpaid?

14. What type of calls and  Additional charges are applicable to these calls and SMSes:
SMSes are excluded in 1. Calls to 1300 / 1700 / 1600 / 1MOCC numbers
the unifi Mobile 2. Calls to 02 - Prefix numbers for border calls to Singapore
Postpaid? 3. 080 - Prefix number for border calls to Brunei
4. Calls to Special Number
5. International Calls (IDD) and SMS from Malaysia
6. Voice calls & SMS roaming outside Malaysia

15. Do I need to request for  Don’t worry. All our SIM card comes in three (3) built-in sizes (mini/
a specific SIM card size standard, micro, and nano) that would fit in any phone models.
(e.g. micro SIM or nano
SIM) prior to making
payment?

16. I can’t use my SIM  We are already working with various phone manufacturers to support
card. What do I need to automatic configuration setting when you insert the mobile SIM. You will
do? receive a notification within a few minutes upon insertion of the mobile SIM
into your phone.
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17. What will happen if I
don’t change the APN
to ‘unifi’?
18. What is inclusive of my
domestic mobile data?
19. Can I use my phone as
a hotspot?
20. How many devices can
I connect using the
hotspot pass?
What voice features are
21. included in my unifi
Mobile Postpaid?
22. What voice features are
not supported on my
unifi Mobile Postpaid?
ANSWER
 This notification is to set the Access Point Name (APN) to ‘unifi’ on your
phone configuration: If you have not received the notification, you can
manually set the APN to ‘unifi’ on your phone. Simply go to “Setting >
More/Mobile > Access Point Name”.
 You may not be able to use the service. Hence we would encourage you
to change the setting immediately.
 Important: From 15 September 2017 onwards, customers travelling
overseas are required to update your APN to ‘unifi’ to be able to connect
to Data Service while roaming.
DATA
 You will get to enjoy never-ending mobile data, provided it is used in an
LTE phone.
 Yes, you can. This plan comes with 10GB LTE hotspot and you may
purchase additional 2-hour hotspot at RM6, RM8 for 500MB hotspot
(inclusive of 0% GST) or 1GB hotspot at RM15 (inclusive of 0% GST) when
you are not in our LTE network coverage areas.
 This pass is activated immediately upon purchase.
 You can share/connect your Wi-Fi with a maximum of five (5) devices.
VOICE
 The voice features come with:
1. Call Hold
2. Call Waiting
3. Missed Call Notification
 These voice features are not supported:
1. Video Call Facetime on iOS only available through e-mail contacts
2. Voicemail
3. Call Forwarding
4. Multi-party call
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5. Enabling Private Number Display on your outgoing calls

23. What are the call The charges are as follows:

charges for special
numbers? Number Service Description> Charges (0% GST)
+6011 1000 1000 mobile Careline FREE
12273 mobile Careline 1CARE FREE
999 / 112 Malaysian Emergency Response FREE
Services
15999 Talian Nur & Childline FREE
1-800 Toll Free Hotline Numbers FREE
13777 Jabatan Air Negeri Sabah (JANS) FREE
100 TM Customer Careline FREE
1051 Time Announcement RM 0.15 /min
15454 TNB RM 0.15 /min
15300 Pengurusan Air Selangor RM 0.15 /min
103 TM Directory Assistance Service RM 0.15 /min
15500 PIAM Careline RM 0.15 /min

For premium numbers/hotlines, you'll enjoy:

Premium Charges (0% GST)

Hotline
1-300 RM 0.15 /min
1-700 RM 0.15 /min

SMS

24. What are the SMS  You can do all these:

features included in my 1. Send SMS to domestic mobile numbers / short code
unifi Mobile Postpaid? 2. Receive bank TACs (Transactional Authorisation code)
3. OTT SMS (e.g. WhatsApp)
4. Emergency SMS services

25. What SMS features are  We do not support the Multimedia Messaging Service (MMS).
not supported in unifi
Mobile Postpaid?

UPFRONT PAYMENT, DEPOSIT AND CREDIT LIMIT POLICY

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26. What is an upfront  It is a fee of RM100 (inclusive of 0% GST) that you need to pay upfront
payment? when you subscribe to unifi Mobile Postpaid at any TMpoint nationwide.
Don’t worry, the fee will be offset in your first bill!

27. How do I activate the
International Roaming
(IR) service? Will I get
my refund upon
termination?
 You may activate the IR service via Self Care on mobilecare@unifi app or
walk in to any TMpoint. A deposit of RM300 will be charged. The deposit
will be refunded to you upon termination, provided that there is no
outstanding balance in your account.

28. I am a non-Malaysian,  Non-Malaysians are required to pay a deposit of RM300 per line activation.
how would I receive my Your refund will be transferred into your preferred bank account within
deposit upon three (3) months / 90 days upon termination. Kindly provide us with your
termination? banking details via our support channels or at any TMpoint upon
successful termination.

29. When will I receive the  Three (3) months / 90 days upon terminating our services.
refund?

30. What is the credit limit  The default credit limit per line is RM500.
per line?

31. Can I increase my  Yes. You can increase your credit limit via Self-Care on mobilecare@unifi
credit limit? app or walk in to any TMpoint nationwide.

32. Can I decrease my  Yes. You can bring down your credit limit to the default RM500 via Self-
credit limit? Care on mobilecare@unifi app or walk in to any TMpoint nationwide.

33. Will I be notified if my  Yes. You will be notified when your account reaches 80% and 100% credit
balance exceeded the limit utilization via SMS and your registered email.
credit limit?

34. What if my balance  You will not be able to use our service upon exceeding your credit limit.
exceeded the credit
limit?

35. How much do I need to  You will have to pay a minimum of 75% of your unbilled and / or billed
pay to restore my amount to restore your mobile services.
services if it is barred
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due to exceeding the

credit limit?

36. How do I cancel my  Termination can be done via Live Chat, Careline, email, or TMpoint, prior
subscription? to clearing all your outstanding balance.

37. Will I be refunded if  Yes. We will refund you of any extras if your account balance is more than
there is an extra RM10.
payment in my
account?

ACCEPTABLE USE POLICY

38. Can I use my service to  Yes. You can use our mobile services for peer-to-peer downloads at
download peer-to-peer 64kbps speed.
content (e.g. torrent
files)?

39. Am I allowed to use the  Unfortunately, no. You are ONLY allowed to make calls for personal
never-ending voice purposes within the set acceptable use policy.
minutes to make calls
for commercial
purpose? (E.g. by
contact centres)?

40. Can I perform bulk SMS  Unfortunately, no. You are ONLY allowed to send text messages for
or SMS blasting using personal purposes within the set acceptable use policy.
the mobile plan?

41. Am I allowed to use the  We encourage you to use a LTE phone (Band 5 device) to fully experience
plan on a non- LTE unifi 4G service. You may refer to
phone? https://unifi.com.my/mobile/postpaid/phone-compatibility to check if your
device is supported by unifi 4G network.

 Subscribers who found making calls in excess of 2000 minutes and/or 5GB
Data on a non-LTE device can be subjected to our acceptable use policy
as stated in our service Terms and Conditions (T&C).

DISCOUNTS
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42. Will there also be a  Unfortunately, there are no discounts for pre-existing services (i.e:
discount with pre- tethering). Other additional charges remain the same.
existing services like
tethering?

43. Will I get a rebate if I  Yes. You are entitled to a rebate of RM2 each month once you have
sign up for Auto Pay? activated the Auto Pay services via Self-Care, as long the credit card
charging is successful.

VIDEO-ON-DEMAND (VOD) VOUCHERS

44. Is there any perks  Yes, definitely! You’ll receive an SMS notification on FREE two (2) VOD
during the promotional vouchers each which can be used on unifi TV or playtv@unifi app for the
period? next three (3) months while stocks last when your line is successfully
activated.

45. What is playtv@unifi?  playtv@unifi is an app that enables you to watch live channels and movies
on Android (Phone & Tablet), IOS devices (iPhone & ipad), computers
browser and certain models of Samsung Smart TVs.

46. What is unifi TV?  unifi TV is an IPTV service offered by TM Berhad. You can watch variety
of content by subscribing to any channels or packs. There is also selection
of on-demand movies from Hollywood, Malaysian, Asian and Europe that
you can buy per title.

47. What is VOD (Video-  This service allows customers to purchase any movies available and watch
On-Demand) it within 48 hours from the time of purchase or redeemed.

48. How to redeem VOD  For Unifi broadband customer – Redeem 2 (two) HyppFlicks Plus movie
voucher? vouchers via Unifi TV box and you can enjoy watching movies on both Unifi
TV and playtv@unifi app.
 For others – Redeem 2 (two) HyppFlicks Plus movie vouchers via
playtv@unifi app. If you have redeemed VOD from previous campaign ,
you may register a new account using a new mobile number to redeem
again via playtv@unifi app.

49. What is the validiy  The VOD voucher code is valid and redeemable until 31 March 2019.
period of VOD
vouchers redeemed via
unifyTV box or
playtv@unifi app?

50. What happen if I failed  You can email us at help@tm.com.my, Live Chat with us at unifi.com.my
to redeem the or look us up at unifi TV on Facebook, Instagram or Twitter.
voucher?
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51. Help me, I can’t install 1. Check your Android or iOS version. Only compatible versions are able to
the app. What should I work with the app.
do? 2. The app also does not work with android box, jailbroken iOS and rooted
Android devices.

52. I can’t login into the
app. What should I do?
Make sure that you type in the correct ID or password. If you forgot the
password, there are two recovery options:
 From Set-Top box: Only works if you are logged in with unifi TV ID. Go to
Setting page to reset.
 From App: If you are logged in with your mobile number, you can reset the
password on Forgot Password button on the login page.

53. Can I watch  Unfortunately, the playtv@unifi app can only be viewed within Malaysia.
playtv@unifi app from This is due to restriction of the content viewing rights as stated by the
Outside Malaysia? content providers.

54. Does the playtv@unifi  Currently playtv@unifi app does not support casting using Chromecast or
support viewing with other similar casting sticks.
Chromecast?

55. How do I get further For general inquiries, you can reach us at:
information on VOD
vouchers?  help@tm.com.my

 Live Chat with us at unifi.com.my

 Look us up at unifi TV on Facebook, Instagram or Twitter.

 For mobile postpaid subscribers, contact us via live chat at

https://mobile.unifi.com.my/explore/contact-us

INTERNATIONAL DIRECT DIAL (IDD) SERVICE

56. What is IDD?  International Direct Dial or IDD allows you to make calls or send SMSes to
overseas numbers from your number in Malaysia.

57. How do I activate the  The IDD service is enabled by default with no deposit required.
IDD service? Is there
any deposit required?

58. How do I make an  To make an international call, dial 00, followed by the country code you
international call? are calling, the area or city code, and the phone number. For example, if
you’re contacting someone in Brazil, (country code 55), in the city of Rio
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de Janeiro (city code 21), dial 00 - 55 - 21 - XXXX-XXXX. For your

convenience, you can also replace 00 with “+” e.g. +55 21 XXX-XXXX.

59. What is the rate for  Please refer to our IDD rates at https://unifi.com.my/mobile/postpaid/idd
IDD?

INTERNATIONAL ROAMING SERVICES

60. What is International  International roaming allows you to make / receive calls, send messages,
Roaming? access email and mobile Internet in over 180 countries across the world.

61. How do I prevent  You are recommended to switch off the “Data Roaming” feature in your
myself from unknown smart phone setting before you reach your destination overseas.
charges when I’m
roaming?

INTERNATIONAL ROAMING – MOBILE INTERNET

(DATA ROAM PASS & DATA ROAM 20MB PASS)

62. Can I use data roaming  Yes, but you will need to activate the International Roaming services prior
services when to travelling.
travelling overseas?

63. What does the Data  The pass offers you mobile Internet browsing when you are travelling
Roam Pass offer? overseas. It is enabled until the midnight of the city you are in.

64. What is the validity of  The pass is valid until the midnight of the city you are in. e.g. If you’re
the Data Roam Pass? visiting Thailand, your data roam pass expires at 12:00 am, Bangkok time.

65. I’ve reached the limit  You can purchase additional Data Roam Pass via
for my data! How can I https://mobile.unifi.com.my/ir
continue surfing while
I’m still roaming?

66. Will I be informed when  Yes. You will receive an SMS notification when your Data Roam Pass has
my subscription is been successfully activated for both auto subscriptions and pass renewals.
successful?
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67. How do I unsubscribe  There is no need to unsubscribe the Data Roam Pass as it will expire at
from a Data Roam the midnight of the city you are in.
Pass?

68. Is the Data Roam Pass  Yes. It works with any phone models.
compatible with any
phone model? (i.e.
iPhone/Blackberry/
Android/ Windows)

69. How do I keep track of  You will receive an SMS notification once you’ve exceeded the quota, and
my Data Roam Pass when it expires. You can also keep track of it manually via Self-Care on
usage and expiry date? mobilecare@unifi app.

70. I have purchased Data  No. The Data Roam Pass is country-specific. If you’re travelling to multiple
Roam Pass in countries in a day, you’ll need to activate a data roam in each country and
Singapore. Can I use browse through their respective preferred operators.
the same pass in
Thailand on the same
day?

71. Why is my Data Roam  Please check the Access Point Name (APN) setting of your phone first.
Pass not working in The APN setting should be “unifi”. To check and change the APN, please
certain countries? follow the steps below.

 Android models

1. Settings > More > Mobile networks/Cellular networks > Access point
names OR Settings > Mobile networks > Access Point Names
2. Click "Edit the Access Point Names" and change the Access Point
Name to “unifi”.
3. Leave other fields as-is and Save the new setting.
4. Reboot your phone if necessary.

 iOS models

1. Settings > Mobile Data > Mobile Data Network OR Settings > Cellular
> Cellular Data Network.
2. Tap the Access Point Name field and change to “unifi”.
3. Leave other fields as-is and Save the new setting.
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4. Reboot your phone if necessary.

 Alternatively, please send “Data” to "22288" short code to allow the

Internet settings to be pushed to your phone before travelling overseas.
This SMS is zero-charged.

INTERNATIONAL ROAMING – VOICE & SMS

72. What is the charges  The voice and SMS charges vary according to the country you are roaming
when I make calls or in. The charging block for voice call is 60 seconds per block. Please refer
SMS while roaming? https://unifi.com.my/mobile/postpaid/roaming

73. How much will I be  You will be charged at pay-per-use rate of RM75 per min and RM0.50 per
charged for making SMS sent.
calls and sending SMS
to Satellite numbers
(e.g: Inmarsat) or
countries not included
in our mobile plan’s
list?

BILLING & PAYMENT

74. How will I receive my  You will receive the monthly bill through your registered e-mail via
monthly bill? https://mobile.unifi.com.my/selfcare/profile

75. When is my bill date  Your bill date is always on the 1st of every month and the cycle is for the
and bill cycle? full period of the month (e.g. 1st April – bill generated for 1/4/18 – 30/4/18.)

76. Can I request for a  We support the environmental friendly way and you will only be receiving
hardcopy bill? an e-bill. You may print the hardcopy bill via
https://mobile.unifi.com.my/selfcare/profile

77. Where can I pay my Internet Banking

bills?  JomPAY is available at participating banks via Internet Banking and
Mobile Banking.
 Biller Code: 3608
 Ref Code: Your 9-digit account number

Autopay
 Sign-up for Autopay using Visa, MasterCard or AMEX Credit Card and
enjoy RM2 rebate off your monthly bill at
https://mobile.unifi.com.my/selfcare/profile
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Selfcare
 MasterCard, Visa (Credit & Debit Card), AMEX
https://mobile.unifi.com.my/selfcare/bills/payment

Walk-in & Over the Counter Payment

 CIMB Bank: http://www.cimbclicks.com.my (Bank in to 98953 - 9 digit
mobile plan account number)
 POS Malaysia: http://www.pos.com.my/
 TMpoint nationwide

78. Which payee should I  Please select ‘webe digital sdn. bhd.’ when you make payment via online,
choose when I make ATM and cash deposit machine.
payment via online,
ATM and cash deposit
machine?

79. Can I opt for Autopay?  Definitely! We highly encourage you to opt for Autopay, plus you will enjoy
a rebate of RM2 each month once you have activated the Autopay.

NETWORK & DEVICE

80. How do I connect to  We encourage you to use a LTE phone and to always enable the LTE
your LTE network? setting on your phone in order for you to experience the best quality of
service.

81. How do I check if my  Please visit https://unifi.com.my/mobile/postpaid/phone-compatibility and

phone is a LTE phone? select to view if your device is under LTE phone category.

82. What if my current  Our mobile plan can be used on all phone models; however, we encourage
phone is non LTE you to use a LTE phone to experience the best quality of service.
phone?

83. Where can I use my  Our mobile services are available nationwide within coverage areas.
mobile services?

84. How do I check if my  You can check the LTE coverage at

area is under LTE https://unifi.com.my/mobile/postpaid/phone-compatibility
coverage?