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.