UniFi Contract Terms

PLEASE READ THE FOLLOWING TERMS AND CONDITIONS CAREFULLY BEFORE YOU SIGN UP FOR THE UNIFI SERVICE. BY INDICATING YOUR ACCEPTANCE OF THE TERMS AND CONDITIONS CONTAINED HEREOF, YOU ARE DEEMED TO ACKNOWLEDGE AND AGREE TO BE BOUND BY ALL THE FOLLOWING TERMS AND CONDITIONS FOR THE USE OF UNIFI SERVICE PROVIDED BY TELEKOM MALAYSIA BERHAD (“TM”). TM RESERVES THE RIGHT TO UPDATE OR REVISE THESE TERMS AND CONDITIONS FROM TIME TO TIME. TM MAY GIVE NOTICE OF AMENDMENT TO THE CUSTOMER IN SUCH A MANNER AS TM DEEMS APPROPRIATE. CONTINUATION IN THE ACCESS OR USE OF THE UNIFI SERVICE SIGNIFIES ACCEPTANCE OF THE CHANGES TO THESE TERMS AND CONDITIONS WITH REGARD TO THE UNIFI SERVICE.


Contract Terms
The minimum subscription period (or contract period) for UniFi is 24 months from the date the service is activated. If the service is terminated before the 24 month period is over, customers have to pay a termination penalty of RM500 which will be reflected in the final account bill.

Upgrade & Downgrade
Customer is only allowed to upgrade or downgrade the UniFi Service package after the expiry of two (2) working days from the installation date.

Customers can upgrade or downgrade their UniFi service by visiting TMpoint, through any TM authorised sales channel (AE only) or by calling TM UniFi Center (1-300-88-1222). If a customer requests for a downgrade within the 24 month contract period, a downgrade fee of RM200 will be charged. The existing CPE will be used unless a change is required due to the nature of the downgrade requested. For any upgrade or downgrade request that requires a visit by TM to a customer’s premises, an additional fee of RM200 will be imposed.

Relocation
Customers can request for relocation from TMpoint outlets where they will be required to fill in a relocation form. Customers will be charged a relocation fee of RM300. If a customer who is within contract period requests for relocation, the contract period will be resumed and it will not be renewed. The relocation of a customer's UniFi service will involve 2 appointments with TM, one is for the collection of the BTU, and the other appointment will be for installation and configuration at the new premise by TM's installer. Customers are expected to pack all their CPE and transport them to the new premise to be reused.

The relocation of UniFi service can only be done if the customer is moving to a location where UniFi services are available. For cases where customers relocate to a location where UniFi service is not available, customers are to subscribe to TM Broadband™ where the TM Broadband™ contract period, terms and conditions are applicable. Subsequently, if customers do not wish to subscribe to TM Broadband™, TM will consider that the customer has prematurely terminated the contract and a penalty of RM500 will be charged. If customers relocate to an area where TM Broadband™ services are not available, customers will not be charged a penalty but customers will have to produce any utility bill as proof.

Migrate
Customers who wish to migrate to packages provided by other service providers can do so provided that their contract periods are over. If the contract period is not over, the customer will be charged an early termination penalty fee of RM500.

 General

 1. This Service is subject to a 24- month contract and a termination fee of RM500 is chargeable for termination of service within the contract peroid.
 
2. Packages downgrades will be subject to a fee of RM200. Any upgrade or downgrade request that requires a visit by TM to customer's premises, an additional fee of RM200 will be imposed.

3. To avoid any service interuptions, customers are advised to settle all outstanding bills by the respective due dates published.

4. The first UniFi bill will include 2 months Subscription Fee (Current and subsequest month) payable upfront. The installation fee will be excluded if you sign up during the promotion period.

5. Existing Business Broadband subscribers who wish to subscribe to UniFi, may choose to terminate or continue their existing service. Customer choosing to continue their existing service will receive separate bills for each service. For copper-wired high-rise buildings, existing Streamyx service will be disconnected to allow UniFi service to be provisioned on the same copper line.  

6. Prior to UniFi service subscription, customer credits worthiness verification will be performed.  

7. Customer shall bear the cost of RM50/visit for TM on-site support after service is installed. 

8. Fixed IP is not applicable for UniFi Dynamic IP Packages. Any changes will be communicated to all via available communication channels.

9. Term & Condition apply and can be subject to change.

INSTALLATION

1. UniFi service installation will be subject to service coverage availability, technical and civil testing requirement.

2. Installation Fee only covers the standard UniFi installation practice. This excludes charges imposed by external contractors for concealed wiring, over ceiling, customized wiring, etc.

3. Installation appointments will be subject to the earliest time slot availability.

4. Installation time for fibre in landed properties will take between 5 to 8 hours. For high-rise buildings utilising Very High Speed Digital Subscriber Line (VDSL2) technology will take between 2 to 3 hours. 

5. Customers renovating their home are advised to TM once the works is completed for the UniFi installation appointment.

6. Internal concealed wiring will not carried out by TM. However, customers may choose their own contractors or TM's authorized list of contractors at their own expences.

7. During UniFi installation, TM will not be liable for any damages resulting from work done by customer's own contractor.

8. UniFI account owner or authorized person must be available during the UniFi service installation to sign off on the installation process.

9. A penalty of RM200 shall be charged for premises inaccessibility and/or deferment of installation on the day of installation. Any changes or deferment must be made at least 24 hours before the appointment time. Any re-appoinment is subject to time slot availbility.

10. All UniFi equipment provided by TM will be subject to one [1] year warranty. Customer will be responsible for providing the TV and 4-socket extension cord to complete the installation. 

11. Minimal drilling is required for fibre installation to the premises.   

12. Installation Fee includes external cable entrance up to the internal wiring with a maximum of 15 metres for fibre cable, 15 metres for  ethernet/phone cable and 30 metres for casing (raceway). Additional charges will be applied for cable more than 15 metres dan 30 metres casing (raceway)..

INTERNET ACCESS SPEED

Factor	Explaination
Location of websites	Access to some international websites could be slow due to traffic volume, etc.
Web server capacity	Some web servers restrict capacity to handle huge traffic demand or may even restrict download speed to ensure fair access to all.
Network congestion	Temporary congestion due to unavoidable network maintenance/outages.
Multiple users or applications	Running multiple applications at the same time such as peer-to-peer, BitTorrent, etc can degrade access speed. Multiple users sharing the connection at the same time can also degrade the speed.
PC operating systems	Some configurations of the PC operating systems can compromise the Internet access performance.
WiFI (wireless) connectivity	Compared to wired connectivity, wireless connectivity can slow Internet access.