Frequently Asked Questions
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The 3G sunset is the gradual retirement of all the 3G networks in Malaysia. It is an initiative that is part of JENDELA, the government’s digital infrastructure plan, which aims to provide nationwide coverage and a consistent quality of experience for everyone. To help achieve JENDELA’s goals, it is important to gradually retire 3G networks.
Telco services are made possible with spectrum, which are frequency bands that are used for communication purposes. In the telecommunications industry, each Service Provider telco is allocated certain spectrum bands, and telcos have been using some of these spectrum bands to enable 3G services. With 3G sunset, telcos can repurpose their 3G spectrum bands for 4G services instead.
The 3G sunset will take place nationwide and in 3 phases, with the aim of shutting down all 3G networks by the end of 2021.
Phase 1 was the planning stage, which was completed in Q3-Q4 2020.
Phase 2 is the implementation stage. In this stage, the number of 3G networks in Malaysia will gradually be reduced, until all of them are shut down by the end of 2021. At the same time, all telcos will also improve their 4G network to provide wider coverage and higher data speeds.
Phase 3 is planned to take place in Q1-Q2 2022. In this stage, telcos will monitor their network optimisation, network performance and customer experience.
The ultimate goal of 3G sunset is to enhance the quality of service to the public, so that you can have a greater experience in Internet browsing, video streaming and online services. Your experience will improve in many ways, including:
- Higher data speeds
- Lower latency
- Improved network reliability and stability
- Enhanced quality of experience
- Ultra HD quality calls with VoLTE
Yes, 3G sunset is a nationwide initiative by the government and is supported by all telcos.
Please check your phone specifications. If your phone is a 4G-enabled phone, you will not be impacted.
If you are currently on a feature phone or a 3G-only device, we encourage you to upgrade to a device that is 4G and VoLTE-capable, so that you may continue to enjoy a superior mobile experience and Ultra HD quality calls with VoLTE when the 3G networks are retired. Please visit this page to view a list of affordable device bundle plans that are 4G and VoLTE-capable: https://www.u.com.my/devices .
If you are already using a 4G device, you will experience no issues for data services when the 3G sunset takes place.
If you are currently on a 3G-only device or an older 4G device that is not VoLTE-capable, we encourage you to upgrade to a 4G VoLTE-capable device as soon as possible, to ensure that you will have an optimal experience for voice services. Please visit this page to view a list of affordable device bundle plans that are 4G and VoLTE-capable: https://www.u.com.my/business/devices
Please visit this page for more info: https://www.u.com.my/plans/data-services/volte
If you are already on a 4G device, you will be automatically connected to a 4G network. However, if you have manually disabled the 4G option in your device settings, your 4G connection will be disabled. We advise you to check your device settings to ensure that 4G connection is enabled.
Please visit this page for more info: https://www.u.com.my/plans/data-services/volte
The 3G sunset is a nationwide initiative by the government and is supported by all telcos, to ensure wider 4G coverage and better quality of experience for all. You will not be able to use the 3G network once it is fully shut down by the end of December 2021.
If your current devices are 4G and VoLTE-capable, you may continue to enjoy our service without having to change plans or devices.
No, there will be no extra charges when you move from 3G to 4G.
Please visit this page to view list of affordable device bundle plans that are 4G and VoLTE-capable.
We apologise for the inconvenience, but there will be no compensation given. If you are on a 3G device, do be sure to switch to a 4G and VoLTE-capable device before the end of 2021, so that you may continue to enjoy a superior mobile experience once the 3G networks are retired.
You will gain access to the new BusinessCare Portal once you receive an email notification from us. If you haven't received the email yet, you will be included in the next group.
To access the new BusinessCare Portal for the first time, follow these steps:
- Look for an email from us containing a link to the BusinessCare Portal and a default password.
- Open the email and click the provided link.
- Log in with your current username and the default password, then enter the OTP code sent to your email.
- After logging in, you will be prompted to change your password.
Enter your username and click on 'Get' in the new BusinessCare Portal. The OTP will be sent to your registered email address.
If you haven’t received the OTP email, first check your spam or junk folder. If you don’t find it there, try requesting the OTP again on the BusinessCare Portal login page. If the problem persists, please reach out to our support team at enterprise.support@u.com.my or contact your account manager for further help.
Click here to view our BusinessCare User Guide.
We are introducing a new MyUMobile App to provide a faster, more secure, and improved digital experience with enhanced features and a refreshed interface.
The new app offers improved performance, easier navigation, enhanced security, new features and services, and better experience.
The old app will remain available during the transition period, but we recommend to update the version to the new app. We will have a grace period before it is fully discontinued.
During the transition period, you may continue using the old app. Eventually, customers will be encouraged to update their app to enjoy the latest features. We will have a grace period before it is fully discontinued.
Yes. Downloading or updating to the new MyUMobile App is free.
The app is available on the Apple App Store , Google Play Store and Huawei AppGallery.
The app supports most modern Android and iOS devices running the minimum required operating system versions (iOS [XX] and Android [XX]).
No. Only one version of the app can be installed on your device at a time. Simply update your existing application to seamlessly transition to the brand-new platform.
Yes. Simply log in using your existing account credentials.
No, existing customers do not need to create a brand-new account. Simply log in using an OTP sent to your mobile number (for Prepaid and Postpaid users) or your email and password (for broadband users).
Yes, subject to our standard security policies. You can stay logged in on up to 5 devices per MSISDN.
Yes, where supported.
Most existing features are available, with additional enhancements being introduced progressively.
Some features may have been relocated to improve navigation.
No manual migration is required. Simply log in.
We'll notify customers before support for the old app ends.
You may eventually lose access once the old app is retired.
Yes. The app includes enhanced security measures to protect your account and personal information. please remember never to share your login credentials or TAC with anyone.
Yes. Your information is protected according to our privacy and security standards.
Built-in additional verification steps such as biometric are implemented to add an extra layer of protection and keep your account fully secure.
Yes. Please ensure notification permissions in your device settings are enabled.
Check your notification settings, device permissions, and battery optimization settings.
Yes. Payment services continue to be available.
Yes, where applicable.
Try updating the app, restarting your device, and checking your internet connection.
Possible reasons include incorrect credentials, poor internet connection, or temporary maintenance.
Wait a few minutes, check your mobile network, and request a new OTP.
Your device may not meet the minimum operating system requirements.
Visit the App Store or Google Play Store and tap on the Update button.
If automatic updates are enabled on your device, yes.
Yes. The New App supports Bahasa Melayu and English.
Permissions are required for features such as Camera, Location, Notifications, and File Upload for better experience.
Yes, you can disable permissions, but certain features and functionalities within the app may be limited.
You can contact Customer Service through the app or our support channels.
Feedback can be submitted via the app or our official support channels.
Visit our Help Centre or contact our customer support hotline.
Corporate Company users can now:
- View usage for your mobile plans, including ULTRA Business WiFi plans
- Purchase add-ons
- Purchase roaming passes
- Make payment for add-ons and roaming passes (Partially Funded lines only
- Pay for other U Mobile accounts
- Manage profile and app settings
Some features and payment methods depend on whether your line is Fully Funded (FF) or Partially Funded (PF).
Funding type determines who pays for add-ons and roaming passes purchased through the MyUMobile App.
| Fully Funded (FF) |
Partially Funded (PF) |
|
| Add-Ons |
Charged to company monthly bill |
Paid by employee |
| Roaming Passes |
Charged to company monthly bill |
Paid by employee |
For existing Corporate Company users:
- If your line already has access to the MyUMobile App, it will be assigned as Fully Funded (FF).
- If your line does not have access to the MyUMobile App, it will be assigned as Partially Funded (PF).
For new Corporate Company lines:
- By default, all eligible mobile lines are assigned as Fully Funded (FF).
- During registration, your company's Authorised PIC may request to assign Partially Funded (PF) to all mobile lines or selected mobile lines, depending on your company's requirements.
No. Only your company's Authorised PIC can request a funding type change through the BusinessCare Portal.
- Download the MyUMobile App from the Apple App Store, Google Play Store or Huawei AppGallery.
- Enter your mobile number.
- Verify your identity using the One-Time Password (OTP).
- Start using the app.
If you do not receive the OTP:
- Ensure you have mobile network coverage.
- Wait a moment and request a new OTP.
- Restart your phone and try again.
- If the issue persists, contact U Mobile Customer Service.
You can:
- View usage for your mobile plans, including ULTRA Business WiFi plans
- Purchase Add-Ons
- Purchase roaming passes
- Make payment for eligible purchases (PF users)
- Pay for other U Mobile accounts
- Update your profile and app settings
No. Bill viewing and bill download are not available in the MyUMobile App.
You may:
- View your bill through the BusinessCare Portal, or
- Receive your bill via email if your company has subscribed to eBill.
No. Plan changes are currently not supported in the MyUMobile App.
Please contact your company's Authorised PIC or your U Mobile Account Manager for assistance.
No. New plan applications are not available in the MyUMobile App.
Please contact your company's Authorised PIC or your U Mobile Account Manager.
No. International Roaming (IR) and IDD management are not available in the MyUMobile App.
Please contact your company's Authorised PIC if changes are required.
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