Frequently Asked Questions

For Corporate account, you can change your rate plan by submitting your request via our Talk to Us form at here. Alternatively, you may contact your Enterprise Account Manager or speak to our Enterprise Business Partner near you here.  

For Non-Corporate account, you can change your rate plan via your Enterprise Account Manager, Enterprise Business Partner, or at U Mobile Service Centre, Premier Dealer or via DIY channels such as MyUMobile app, web self-care, and SMS.

No, you can only visit a U Mobile Service Centre or contact your Enterprise Account Manager or Enterprise Business Partner to change a rate plan from principal to supplementary line or vice versa.

Every customer is allowed to change their rate plan a maximum of 3 times in a calendar year, regardless of which channel they change their rate plan.

MyUMobile and Self-Care

1. Log in to MyUMobile app or website Self-Care section, then go to My Account | Change Rate Plan.

2. Select the plan that you would like to change to.

3. Confirm your rate plan change and restart your phone after receiving the SMS confirmation.

    

SMS

1. Go to SMS message, type ON Pxx (the plan you would like to change to, keywords are not case sensitive)
2. Send SMS to 28118.
3. Restart your phone after receiving the SMS confirmation.

The latest bill statement after a rate plan change will reflect the following charges: 

1. Previous rate plan

• Access fee is prorated according to your rate plan. 

• Advance access fee will be refunded and show as advance payment to offset any outstanding amount

• Usage charges (if any)

2. New rate plan

• Access fee is prorated according to your rate plan. 
• advance access fee will be charged according to rate plan
• usage charges (if any)

1. For a Corporate Acccount, you can contact your Enterprise Account Manager or Enterprise partner or else;

2. You have to visit the U Mobile Service Centre or a Premier Dealer outlet to change a rate plan if you have an active device contract. Please note that there will be an Early Termination Payment should you change rate plan before the contract ends.

3. You can only change your rate plan via DIY channels if your device plan contract has ended.

Self Serve channels only open to the following:

1. Postpaid principle line without

●        member line

●        device contract

●        special offer bundle

2. Upgrade to P38, P48, GX50 Biz, GX68 Biz, P79Biz, P99 Biz and P139 Biz.

3. Consumer line (not applicable to corporate and enterprise lines).

The DIY channels are open for plan Upsize only. Please contact your Enterprise Account Manager or Enterprise Business Partner or visit the U Mobile Service Centre if you wish to change to a lower Postpaid or a Prepaid plan.

You have to download a Change Credit Card details form from our website, fill it in and email it together with supporting documents to payment.processing@u.com.my to update your details. If you are using a 3rd party credit card to pay via auto-debit service, you are required to visit our branch or appointed dealer outlets together with the payer to update credit card details.

Alternatively, please log on to Self Care on www.u.com.my and click on Auto Debit on the menu. You will be directed to the “View Auto Debit Subscription” page. Click on Update Card at the bottom of your page to update your credit card information.

Changing a rate plan is free of charge.

For Corporate account, only the authorised person can request a rate plan change via your Enterprise Account Manager or Enterprise Partner.

For Non-Corporate account, only registered owners are able to request a rate plan change at U Mobile Service Centre.