Frequently Asked Questions (FAQ) – Home Broadband Plus 2025 Campaign

1. How long is the campaign period?

This campaign runs from 24 June 2025 to 31 December 2025.

2. Who is eligible for this offer?

This offer is open to:

• Existing Unifi Home customers with a tenure of at least six (6) months and above.
• Customers with a good payment record with Unifi.
• Malaysian citizens age 18 and above only.

To qualify, you must upgrade from one of the following plans to our Home Broadband Plus plan (see Question 4 for available options):

• A plan below 100Mbps, or
• A Unifi Home Broadband-only plan

3. Will I be tied to a contract if I subscribe to this campaign?

Yes, all Unifi Home plans under this campaign come with a minimum contract period of 36 months.

4. Can you tell me more about the offers?

If you are eligible, you can upgrade to Unifi Home Broadband Plus plans starting from 100Mbps and 300Mbps, bundled with other services as below:

1. Unifi Home Plus with UNI5G 39 (1 SIM)

7. How do I register for this campaign?

You may walk into any nearby:

• Unifi Store / TMpoint
• TM Resellers or TM Authorised Dealers (TAD)

Subscribe via our digital channels:

• Campaign website
• Unifi UniVerse app or Unifi Selfcare portal

Call the Unifi Contact Centre (dial 100 and press 3).

8. Are there any supporting documents needed?

Yes, you will need to submit a copy of your NRIC. Please ensure your registration details for both Unifi Home and Unifi Mobile match to qualify for this campaign.

9. What smart devices are offered under this campaign?

Under this campaign, you can choose one (1) smart device at a special price:

• Smart TV 43-inch (Samsung or Sharp), or
• Smart TV 65-inch (Samsung or Sharp)

You may choose your preferred brand, subject to stock availability.

If you wish to add an additional smart device, it will be charged at the commercial price as listed on the Unifi website.

10. I already have a smart device with my current Unifi Home plan. Can I subscribe again to get another smart device?

At the moment, you will need to complete your current contract that includes a smart device before you can subscribe to this campaign and receive another device under your name.

11. Do I get to keep the smart device after the contract ends?

Yes, the smart device is yours to keep once you have completed the 36-month contract and fully paid for the device.

12. Will I be charged for the delivery of the smart device?

Don't worry, there are no additional charges for delivering the device to your doorstep, anywhere nationwide.

13. What are the monthly charges for the smart devices under this offer?

In addition to your monthly Unifi Home Broadband, Unifi Mobile and/or Unifi TV Pack charges, you will pay a monthly smart device fee for 36 months, based on the plan and device selected:

100Mbps Plans

300Mbps Plans

The device fee will be charged twice in your first bill, as it is not prorated after the smart device is successfully delivered to you.

All charges include free nationwide delivery.

14. When will I receive my smart device?

Your smart device will be delivered to your registered delivery address:

• Peninsular Malaysia – Within 14 calendar days of order creation
• Sabah & Sarawak – Within 21 calendar days of order creation

Delivery is subject to stock availability.

15. How can I check the delivery status of my smart device?

There are two (2) ways to track your delivery:

Option 1: Unifi UniVerse app

1. Log in using your email
2. Link your Unifi account,
3. Go to My Activity > My Orders

Option 2: Line Clear Express website

1. Visit https://lineclearexpress.com/tracker
2. Enter your tracking number in this format: UNIFI<OrderNumber> (e.g. UNIFI2504000065104520)

16. How much is the penalty amount if I terminate the plan within contract period?

If you end your plan before the contract is completed, you will be charged early termination fees for:

A. Unifi Home Broadband

You will be charged the full monthly subscription fee (calculated after discount) for the remaining months of your contract.

Early Termination Penalty (ETP) = Remaining contract months × Monthly subscription fee (after discount)

Example: 100Mbps Home Plus with TV Pack, 5 months remaining: 5 × RM119 = RM595

B. Smart Device

You will also be charged for the remaining device cost, calculated based on the device's Recommended Retail Price (RRP).

Early Termination Penalty (ETP) = (Device RRP ÷ 36 months) × Remaining contract months

Example: Samsung TV 65-inch, RRP = RM3,499, 5 months remaining: (RM3,499 ÷ 36) × 5 = RM485.97

17. What should I do if I receive a damaged or faulty smart device?

If your smart device is damaged or not working when it arrives, please report it within seven (7) working days of receiving it through any of the following channels:

• Email: help@tm.com.my
• Facebook: facebook.com/weareunifi
• X (formerly Twitter): @Unifi
• Visit any Unifi Store / TMpoint outlet nationwide

You will need to provide:

• Delivery Order (DO)
• A photo of the delivery box
• A photo of the damaged part
• The device serial number
• Your contact number and an alternative contact number

After seven (7) days, please bring the device and your original DO to the manufacturer's service centre for replacement (see Question 18).

18. How can I get a copy of my Delivery Order (DO)?

To request a copy of your Delivery Order, please email unifi.orders@mmag.com.my with the following details:

• Your Unifi Order Number
• Your name
• Your contact number

19. Who do I contact if I face any issues with the smart device?

For technical support, you may contact the manufacturer directly:

20. If I have any further enquiries or need assistance, who should I contact?

For support, please contact us via:

• Live Chat: maya.unifi.com.my or via the Unifi UniVerse app
• Facebook: facebook.com/weareunifi
• X (formerly Twitter): @Unifi

You can also visit any Unifi Store / TMpoint outlet nationwide.

For FAQs on Unifi products and services, please refer to the following links:

• Unifi Home Broadband
• Unifi Mobile Postpaid
• Unifi TV Pack
• Smart Device