FAQ FOR UNLIMITED 5G DATA – CONSUMER & BUSINESS

NEW AND EXISTING POSTPAID CUSTOMERS

NO QUESTION ANSWER
1. Can you share more about TM through unifi Mobile is offering Free Unlimited 5G
this unifi Mobile 5G soft Data to eligible customers prior to the official launch of
launch and what is the its 5G services.
offering?
During this soft launch period, all eligible postpaid
customers (from Residential and SME segments) can
enjoy free Unlimited 5G Data starting from 31st October
2022 till 9th January 2023.

Eligible customers can opt-in to participate in the User

Trial via myunifi app, unifi Self Care portal, Live Chat or
simply walk-in to any TMpoint outlets nationwide to be
part of the trial.

2. Who can participate in this This Free Unlimited 5G Data is open to both new and
unifi Mobile 5G soft existing Residential and SME postpaid customers (on
launch? unlimited plans) who are using 5G supported devices.

For existing unifi Mobile postpaid (Residential & SME)

subscribers, the Unlimited 5G Data will be made
available in your account starting from 31st October
2022.

Meanwhile, for non-unifi Mobile postpaid subscribers,

all you need to do is to first subscribe to any unifi
Mobile postpaid (unlimited plans) at
http://unifi.com.my/5G .

You will then be able to redeem your Unlimited 5G Data

via unifi.com.my (Self Care account) or myunifi app.

New customers with 5G supported devices subscribing

to unifi Mobile unlimited plans via TMpoint or TM
Telemarketing will be receiving the Unlimited 5G Data
upon registration.

Note: To utilise 5G Unlimited Data, please ensure you are using a

5G supported device and are within 5G coverage areas.

3. Where can I redeem the If you have recently subscribed to unifi Mobile postpaid
unifi Mobile Unlimited 5G (unlimited plans) or have recently upgraded to a 5G
Data? supported device, you can redeem the Unlimited 5G
Data via unifi.com.my (Self Care) or myunifi app as
below:

a. unifi.com.my:
1. Login to your unifi account at the Self Care portal
2. Under My Accounts, select your unifi Mobile service
and click on View Service
 3. Look for Unlimited 5G Data and click Redeem
4. Click Confirm
5. Once confirmed, you will be notified via SMS upon
successful activation.

b. myunifi app:
1. Download and login to myunifi app
2. Click on Account tab at the bottom menu, and
choose your unifi Mobile account from the list
3. Click on your mobile number
4. Click on Top Up
5. Choose Unlimited 5G Data and click Redeem
6. Click Confirm
7. Once confirmed, you will be notified via SMS upon
successful activation.

For an illustrative guide on how to redeem, please visit

http://unifi.com.my/5G

Alternatively, you may also request for Unlimited 5G

Data via Live Chat or walk-in to any TMpoint outlets
nationwide.

4. My unlimited 5G data pass Fret no, you can still redeem the Free Unlimited 5G Data
disappeared from my via self-care at unifi.com.my or myunifi app. To ensure
account. What happened? a seamless 5G experience, you will need to be using a
5G-supported phone and within 5G coverage. To check
if your phone is 5G-supported and 5G coverage areas,
kindly visit unifi.com.my/5G.

5. When will Unifi Mobile Thank you for your interest. We are working on this and
customers with iphone we will share the latest updates on our official channels
devices get to enjoy 5G? on this soon.

6. Why can’t Unifi Mobile We are working on this with the interest of our customers
partner with Apple? at heart. Any latest updates on this, we will share on our
official channels.

7. I have received an SMS If you are an existing unifi Mobile postpaid customer
notification informing that (from Residential & SME segments) with a 5G supported
I can now enjoy the device, you will be able to enjoy the Free Unlimited 5G
Unlimited 5G Data, what Data starting from 9th January 2023.
does this mean?
The pass is valid until 9th January 2023.

5 Can I redeem the We’re making it easy for you.

Unlimited 5G Data multiple
times? Throughout the soft launch period, you just need to
redeem it only once to enjoy the unlimited amount of 5G
data until 9th January 2023.

If you have already received the unlimited 5G Data pass,

you do not need to make any more redemption. The
Unlimited 5G Data is valid until 9th January 2023.
6 How many unifi Mobile You can redeem the Unlimited 5G Data as long as you
lines can I redeem with the are on an Unlimited plan.
Unlimited 5G Data?

7 Will I be charged for using Don’t worry, you will not be charged for using the
the Unlimited 5G Data Unlimited 5G Data pass during the soft launch period.
during this period?

8 How long is the validity of The Unlimited 5G Data is valid until 9th January 2023.
the Unlimited 5G Data?

9 How much is the 5G Data You are getting unlimited amount of 5G data!
quota provided during this
period? So, grab this opportunity to be one of the firsts to
experience 5G services.
10 Do I need to activate the No, you do not have to. We have activated it for you so
Unlimited 5G Data pass to you can instantly start using the Unlimited 5G Data.
use it?
Note: To utilise 5G Unlimited Data, please ensure you are using a
5G supported device and are within 5G coverage areas.

11 Do I need to change my There is no need to. You can straight away begin to
SIM card in order to enjoy experience the 5G services.
5G?

12 I have not received any Please ensure you have a 5G supported device and you
SMS notification after are in a 5G coverage area. You may check for your
redeeming the Unlimited device’s eligibility and coverage area here
5G Data. Can you help? http://unifi.com.my/5G

13 Where can I enjoy unifi You can view the coverage map for unifi Mobile 5G
Mobile 5G connection? network at http://unifi.com.my/5G

However, if you are not within the stated 5G network

coverage areas, you shall continue to enjoy 4G
connectivity on our unifi Mobile network.

14 Which device can I use to You can enjoy 5G network connection on 5G-supported
enjoy unifi Mobile 5G device.
connection?
Currently, only selected devices are 5G-supported.
Please visit http://unifi.com.my/5G to view the list of
5G-supported devices.

If your device is not listed, please ensure that your

device has the Malaysian 5G firmware installed. Please
contact your device service centre to verify your
device’s 5G status.

15 Do I need to change any If you have received an SMS notification on successful

setting in my device? activation of the Unlimited 5G Data pass, you should be
able to enjoy 5G services automatically.
 However, if you do not see the 5G icon, kindly perform
the steps below on your device:
 Setting > Connection > Mobile Networks > Network
Mode > Select 5G/LTE/3G/2G (Auto Connect)
 To enjoy 5G services, make sure that you are within
a 5G coverage area.

16 Will I be notified if I am in You will not receive any notification. Just look out for the
a 5G area? How do I know 5G icon at the top right or top left corner of your device’s
when I am connected to screen. The icon signifies that you are connected to the
the 5G network? 5G network.

17 I am currently on 5G If you are experiencing slow internet connection while

network but my internet is connected to the 5G network, please contact us at:
very slow. What can I do?
 Live Chat at maya.unifi.com.my
 Tweet us @helpmeunifi
 Message us at facebook.com/weareunifi

18 I do not wish to use my 5G All you have to do is deactivate 5G in your device

data and want to use my network settings to use your 4G data.
4G data instead. How do I
change the network? Go to Settings > Mobile Data in your device to configure
it (please ensure that 4G network mode is enabled).

19 Can I use my smartphone Yes. You can use your phone as a hotspot with the
as a hotspot with the Unlimited 5G Data.
Unlimited 5G Data?

20 How can I track my During this User Trial period, you will be enjoying
Unlimited 5G Data quota Unlimited 5G Data. This means, you do not have to
usage? worry about quota usage.

However, if you’d still like to track your quota, please

follow the steps below:

a. unifi.com.my
1. Go to unifi.com.my and register/login with
DigitalME
2. Select your unifi Mobile account
3. Select your unifi Mobile number
4. View quota usage at “My Usage”

b. myunifi app
1. Download and login to myunifi app with
DigitalME
2. Go to Account tab on dashboard
3. Select your unifi Mobile account
4. Select your unifi Mobile number
5. View quota usage at “Service Details”
21 I have activated the You will only be able to connect to the 5G network if you
Unlimited 5G Data and am are within the 5G coverage areas. Visit
using a 5G-supported http://unifi.com.my/5G to view the 5G coverage map.
device but I am unable to
get the 5G connection. The following tips below may be useful:
What should I do?  Network Issue:
o Restart your device or you can try to turn on
and off the Flight mode on your device to see if
it is a network issue.
o Set the correct Access Point Name (APN):
 Go to Settings
 Choose “Mobile Network”
 Choose “Access Point Name”
 Type “unifi” at Name & APN field
 Save the setting.

 Device / SIM Issue:

o Place another SIM into your device to check if
it is a device issue.

If the problem persists, please contact us via our

support channels.

22 What happens to the The Unlimited 5G Data will expire on 9th January 2023.
Unlimited 5G Data once Stay tuned for our 5G offerings when they become
the validity ends? available soon!
23 I don’t have a 5G We welcome all customers to come and experience 5G.
supported device, but I If you are currently not on a 5G supported device, please
would like experience the visit http://unifi.com.my/5G to subscribe to unifi Mobile’s
5G service. device bundle plans and save up to RM610.

You will then be able to redeem your Unlimited 5G Data

via unifi.com.my (Self Care account) or myunifi app.
24 I no longer wish use the If you wish to opt-out, please make your request via Live
Unlimited 5G Data. Can I Chat on unifi.com.my or myunifi app.
choose to opt-out?

25 Who can I contact for any You can contact us via our support channels below:
enquiries related to unifi
Mobile 5G soft launch?  LiveChat at maya.unifi.com.my
 Tweet us @helpmeunifi
 Message us at facebook.com/weareunifi