Frequently Asked Questions (FAQ)

Updated as of 30012024

Your questions answered

We’ve put together some commonly asked questions to give you more information about unifi Air
plan.

General
1. What is the offer about?

 Unifi Air is a wireless broadband service which offers high-speed wireless Internet access.

 This latest Unifi Air plan comes with a free wireless router where it can simply connect to your
computer, smartphone, tablets and other compatible smart devices.

 Unifi Air is easy and quick to install as you just need to connect the wireless router to a power
plug and it is ready to be used. Furthermore, you can carry along the wireless router
everywhere and be connected in other locations, as long as it is within unifi LTE coverage.

2. What are the plans offered for unifi Air?

Plan unifi Air with unifi Air

4G Wireless Router SIM Only
Monthly commitment RM129 1 RM129 1
Monthly commitment
promo discount RM50 1 RM50 1
Monthly commitment with
promo discount RM791 RM791
Quota Unlimited 2 Unlimited 2
Contract 24 months N/A
4G Wireless Modem Price FREE N/A
Upfront Payment RM100 RM100
1
Price displayed excludes 6% service tax.
2
Unlimited term is subject to Unifi Fair Usage Policy.
unifi reserves the right to amend and vary the plan from time to time at its discretion or withdraw the plan at any time
without assigning reasons for such withdrawal and migrate the Customer to another plan or promotional plan as unifi
deems fit.

3. Who is eligible for this offer?

 Any person who stays within the 4G coverage areas. To check on the coverage, click here.
 Malaysian or Non-Malaysian, regardless whether you are an existing TM customer or Non-
TM customer (18 years old and above).

4. How can I check if my address is within your LTE coverage?

There are few ways for you to check:

a. Enter your address here to check instantly
b. Visit the nearest TMpoint outlet and we will check for you
c. Drop us a note via Whatsapp my or Unifi Mobile app.
Frequently Asked Questions (FAQ)
Updated as of 30012024

5. Will I be tied to any contract?

Yes, subscription for unifi Air plan with FREE 4G wireless router comes with 24 months contract
period.

6. I’m interested! How can I subscribe to this unifi Air plans?

You can sign up via the following touchpoints:

 Unifi Website
 TMpoint outlet

7. How much do I need to pay upon registration?

You just need to pay RM100 for the service upfront payment and it will be reflected and credited
in your first (1st) bill.

8. How many unifi Air plan can I purchase?

You are entitled to sign up to a maximum of three (3) lines per NRIC/Passport.

9. What is the speed for upload and download with unifi Air plan?

The speed of unifi Air plan minimum 1Mbps and can reach up to 20Mbps for both download and
upload activities.
*includes location of router, no. of devices connected, interference.

10. How do I know when my unifi Air service is activated?

You just need to 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.

11. Can I port out my unifi Air plan to other service provider?

unifi Air plan is an exclusive service only to Unifi and it is non-transferable to any other service
provider or operator.

12. Can I make calls and send SMS with this unifi Air plan?

unifi Air plan only supports data service and does not support calls and SMS at the moment.
Should you need the voice service, you may subscribe to our Unifi Mobile service separately.

13. Can I use this service whilst roaming overseas?

Our 4G coverage is exclusively available in Malaysia only.

unifi Air Router

14. How can I get the unifi Air router?

You can collect the router at any TMpoint outlets upon successful registration over the counter.
Otherwise, your device will be delivered to your doorstep if you register via our website.
Frequently Asked Questions (FAQ)
Updated as of 30012024

15. What is the warranty period for unifi Air router?

The warranty period is 12 months from the date of the purchase. The original receipt / proof of
purchase is required when making claims.

16. What should I do if the unifi Air router is faulty?

For further technical assistance on faulty Unifi Air router, please visit any nearest manufacturer
Service Centers.

17. How many devices can I connect to the wireless broadband?

You can connect up to ten (10) devices at one time.

18. What should I do if I do not understand how to use the unifi Air service or having problem with
the device?

You can refer to the tutorial steps and FAQ available here to help you with your enquiries or you
can visit our TMpoint outlets for further explanation.
You can also Live Chat with us via Unifi portal or Unifi Mobile App

19. Can the device work if I change to other SIM?

Unfortunately no, the device is configured to work with unifi Air service only.

Contract Regulation
20. Will I be charged any penalty if I decide to terminate unifi Air within the contract period?

21. You will be still be subjected to Early Termination penalty if within the 24 months contract
period.

22. I’m not getting good experience from unifi Air plan. Can I terminate it without any penalty?

You are able to terminate the unifi Air plan without any penalty in the scenarios below:

 Proven the 4G network experience based on registered address is congested.

 Proven wrong information given by our customer service, reseller or agent.
 Proven there is an element of fraud by our customer service, reseller or agent.

23. Do I need to return the unifi Air router when I terminate the service without any penalty?

Yes, you will need to return the router and its packaging in good working condition to any of our
TMpoint outlets.

Deposit & Credit Limit Policy

24. What is the credit limit per line for unifi Air?

The credit limit per line is RM300.

Frequently Asked Questions (FAQ)
Updated as of 30012024

25. 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.

26. I am a Non-Malaysian, how would I receive my deposit upon termination?

For Non-Malaysians, you are required to pay a deposit of RM300 per line activation. Your refund
will be transferred into your preferred bank account within three (3) months / 90 days upon
termination. Please provide us with your banking details via our Live Chat or at any TMpoint outlet
nationwide upon successful termination.

27. 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.

28. How much do I need to pay to restore my service, 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.

29. Will I be subjected to a credit check when I subscribe to unifi Air plan?

Yes. You will be subjected to the standard telco credit check (CTOS) when you subscribe to unifi
Air plan.

Billing & Payment

30. How will I receive my monthly bill?

You will receive your monthly bill through your registered email and you can also check it via
MyUnifi app or Unifi Self-Care portal.

31. When is my bill date and bill cycle?

Your bill date is subjected to the nearest billing date upon your successful registration and will be
on monthly bill cycle. Please take note that we have seven (7) billing cycles which are every 1st,
7th, 10th, 13th, 16th, 19th and 22nd of the month and your first bill will be four (4) days after your
successful registration. For example, if you have successfully registered on 13th January 2023,
then your first bill would be on 17th January 2023. Your bill cycle would be every 19th of the
month.

32. 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 Unifi Self-Care portal.
Frequently Asked Questions (FAQ)
Updated as of 30012024

33. Where can I pay my bills?

You can pay for unifi Air service via the payment channels below:

Online
1. https://www.unifi.com.my/ Current/Saving Account, Debit/Credit Card
2. Unifi Mobile App Current/Saving Account, Debit/Credit Card
3. JomPAY via internet banking Ref – 1: Account number
Biller Code: 8888 (unifi Home and unifi
Mobile)
Autopay
1. https://www.unifi.com.my/ Debit or Credit Card (Visa and MasterCard)
2. Unifi Mobile App
Note: We’re sorry that the new autopay
subscription is not available until further
notice. Existing Unifi Air autopay
subscribers may modify or deactivate their
subscription via Unifi Mobile app or Unifi
Self-Care portal.
E-Wallet
1. Boost App eWallet credit
(visit www.myboost.com.my)
2. Touch 'n Go App eWallet credit
(visit www.tngdigital.com.my/)
3. Shopee eWallet credit
(visit https://shopee.com.my)
4. BigPay eWallet credit
(visit https://www.bigpayme.com/)
Counter
TM Authorised Dealers (TAD) Debit/Credit Card or Cheque (view
location)
1. POS Malaysia Cash (view location)
2. Ejen Bank BSN (EB) Cash (view location)
3. Epay Cash (view location)
4. ONEPAY (M1) Cash (view location)
5. 7-Eleven Cash (view location)
6. 99 Speedmart Cash (view location)
7. KK Mart Cash (view location- KL)
Cash (view location- Selangor)
Cash (view location-Other States)
8. myNEWS Cash (view location)
Kiosk and ATM
1. TMpoint Cash, Debit/Credit Card or Cheque
(view location)
2. PayQuik Cash (view location)
3. JomPAY via ATM Debit Card
(visit www.JomPAY.com.my )

34. What is the biller name that I should choose when I make bill payment via eWallet Partner and
TMpoint kiosk?
Frequently Asked Questions (FAQ)
Updated as of 30012024

Please select biller name “unifi” with biller code “8888” when making a payment.

If you wish to make bill payments via JomPAY from your preferred internet banking, please follow
the steps below (Disclaimer: The steps described below may differ for each bank):

i. Login to your internet banking portal

ii. Click on “Pay & Transfer”
iii. Click on “Make a one-off payment”
iv. Click on “Pay from” and choose your options
v. Click and select “JomPAY”
vi. Enter the Biller Code: 8888
vii. Key in your new 10-digit mobile account number
viii. Enter the bill amount to be paid.

35. 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.

36. What is the reactivation fee if the line is suspended due to late payment?

In the event of line suspension, RM20 will be charged to reactivate the line.

37. Where can I learn more about this offer?

To find out more, please contact us at any of our channels:

 https://unifi.com.my/
 TMpoint outlets nationwide
 Live Chat
 Facebook
 Twitter