SUPPORT CHANNELS:

1) Email to customer.service@u.com.my

2) Contact us at +6018-388-1318

STEP 1: Make sure your account is active and that there are no outstanding bills.
STEP 2: Turn off the power your ONU (ONU) and WiFi Router and remove the power plug for 10 seconds, then switch it back on.
STEP 3: Wait 2 minutes for the ONU and Router to reboot, then check the LED light status on your ONU (ONU) and WiFi Router (instructions below).

ONU (ONU) :
STEP 4: If LAN is Off/Red; ensure the LAN cable is connected properly OR change to a new LAN cable.
STEP 5: If PON/Service is Off/Red; ensure the Fibre cable is connected properly.
STEP 6: If LOS is Off/Red; please call our help line at 018 388 1318 to log case to technical support team.
 

Green or Blue lights indicate that the ONU is working normally.

WIFI ROUTER:
STEP 6: If the ONU is working normally, check the router and make sure the POWER, LAN, WI-FI and Internet lights are ON
STEP 7: If POWER is off, check the plug connection or try a different plug point
STEP 8: If LAN is Off/Red; check the LAN cable and ensure is connected properly from ONU.
STEP 9: : If INTERNET is Off/Red, please call our help line at 018 388 1318 to log case to technical support team.
 

Green, Blue or White lights indicate that the Router is working normally.

STEP 10: Please call our help line at 018 388 1318 to log case to technical support team.
We will raise this to level 2 support if the problem is not yet solved at this point. Please note that there may be a RM180 charge should a technician be required on site depending on circumstances.

Step 1: Connect your laptop/desktop to the Router using a LAN cable
Step 2: Disconnect VPN (if any) & all other devices connected to Router via WiFi. Only one device should be connected during the speed test.
Step 3: Perform speed test at https://www.speedtest.net/
Step 4. Go to Command Prompt on your laptop/desktop (Press Windows Key, type “CMD” and press Enter), copy this text ping google.com and paste to the CMD screen then press enter:
You should see a screen that looks like this:

Step 5: If results show below 100ms; it means your Internet connection is normal, but the website or server you are trying to reach previously is experiencing high traffic
Step 6: If result show above 100ms; please call our help line at 018 388 1318 to log case to technical support team.

Step 1. Turn off the power your ONU (ONU) and WiFi Router and remove the power plug for 10 seconds, then switch it back on. Wait 2 minutes for the ONU and Router to reboot.

Step 2. Check your device’s WiFi connection and switch to 2.4GHz especially if your devices is farther away from the Router.

Step 3. Inspect the ONU; if PON light is Off/Red; ensure your Fibre cable is securely connected without any sharp bending or damage to the cable

Step 4: Inspect the Router; If LAN is Off/Red; check the LAN cable and ensure is connected properly from ONU.

Step 5. If the Power light for either devices goes off, or blinks between on and off, please use a different plug point, and ensure that the power plugs are connected securely

Step 6. If the issue persists, call us at 018 388 1318 to log case to technical support team.

Step 1. Go to www.google.com - if you are unable to access Google as well, please refer section “What should I do if my fibre connection is totally disconnected” for guidance.
Step 2. If you can connect but unable to browse; go to Command Prompt on your desktop or laptop (press Windows key, type 'CMD' and press Enter)
Step 3. Copy the command line below and paste into CMD box to perform a trace route (replace google.com with the problematic URL)Step a) Command for traceroute on CMD >> tracert google.com
Step 4. Copy the command line below and paste into CMD box to perform a ping test (replace google.com with the problematic URL)
Step b) Command for Ping >> ping google.com
Step 5) If the issue persists, call us at 018 388 1318 to log case to technical support team. Please save the pingtest and tracert screenshot result.

Customers who register for ULTRA Home 5G during the promo period will receive RM10 rebate off from the normal charges of RM78 per month. This rebate will be prorated according to your first bill and will automatically be reflected on your subsequent monthly bills.

The Launch Promo will be available until further notice. 

• Visit any of our U Mobile stores nationwide.
• Call our Customer Service team at 018- 388 1318.

This launch promo applies to anyone who subscribes to ULTRA Home 5G during the promo period.

Your RM10 rebate expires when you terminate your ULTRA Home 5G plan and the rebate will be prorated in your final bill.

1. Where can I subscribe to ULTRA Home 5G?
   
   You can purchase the plan at any of the options below:
   
   
   • U Mobile Online Store: https://shop.u.com.my/
     
   • Visit any of our U Mobile stores nationwide.
     
      
2. Who is eligible to register for ULTRA Home 5G?
   
   
   • Anyone living in Malaysia above 18 years old.
   • The plan is available for new registration.
     
   • Existing Ultra Unlimited Wireless Broadband subscribers are entitled to Change Rate Plan (CRP) (WBB48, WBB68, WBB88, WBB128) to U Home 5G.
     
      
3. How can I check which areas are covered for ULTRA Home 5G?
   
   Check for your coverage here.
   
   
   
4. What are the relevant documents required to register for ULTRA Home 5G?
   
   
   • NRIC for Malaysians and permanent residents.
   • Passport for Non-Malaysian citizens / foreigners.
     
      
5. What do I get upon successful registration of ULTRA Home 5G?
   
   You will get a U Mobile SIM card only. Upon receipt of SIM card, pair it with 5G Wi-Fi routers to experience the full potential of 5G broadband speeds.
   
   
   
6. Are there any payments I need to pay during registration?
   
   Yes, there are, such as the following:
   
   
   • Upfront payment applies to all ULTRA Home 5G subscribers.
   • Refundable deposit fee (RM500) applies to non-Malaysian citizen.
   • U Mobile may from time to time revise the payment at our absolute discretion.
     
      
7. What is an Upfront Payment?
   
   
   • It’s an advance payment that is equivalent to the monthly commitment you would make when you sign up and register a Broadband plan.
   • For example, the upfront payment for ULTRA Home 5G will be RM68.
   • This payment will be collected once you sign up for your chosen plan.
   • The upfront payment will used to offset your next month’s bill and if there is any outstanding balance, the customer will required to pay the balance.

1. Can I change my current Ultimate Unlimited Wireless Broadband (WBB) plan to ULTRA Home 5G?
   
   
   • Yes. CRP is allowed for all existing WBB subscribers.
   • All the unused quota and offerings in previous plan will be forfeited when you agree to change to the ULTRA Home 5G Plan. Terms and conditions apply.
   • Any remaining balance of the upfront payment from older plans (WBB) will be refunded to you without interest if you CRP; provided all outstanding charges have been settled.
     
      
2. I am a U Mobile Postpaid subscriber, can I CRP to ULTRA Home 5G?
   
   No. Only WBB48, WBB68, WBB88 and WBB128 subscribers can CRP to ULTRA Home 5G.
   
   
   
3. Can I CRP to any WBB Plans, if I am an existing ULTRA Home 5G subscriber?
   
   No, you are not allowed to CRP from ULTRA Home 5G to any other plans.
   
   
   
4. If I change my WBB Plan to the ULTRA Home 5G Plan, do I need to pay the upfront payment again?
   
   Yes, we will collect upfront payment upon registration of ULTRA Home 5G.
   
   
   
5. Will my upfront payment be refunded?
   
   Any remaining upfront payment balance will be refunded to you without interest if you terminate ULTRA Home 5G. Please note that this is provided that all outstanding charges have been settled. If there are outstanding charges, we will offset the payment with your last billed amount and any other relevant outstanding charges.

1. Would U Mobile help me install ULTRA Home 5G into my personal device?
   
   No technical installation is required. ULTRA Home 5G is designed to be a plug and play service. You simply insert the SIM into the device of your choice on your own.
   
   Note that subscriptions via U Mobile eShop requires activation by keying in the last 4 digits of your SIM serial number into your eShop account.

1. Can I terminate my ULTRA Home 5G subscription at any time?
   
   Yes. You can terminate your subscription at any time without facing any penalty because this plan does not have any contracts.
   
   
   
2. Can I ask for a termination if my new location is not within the coverage area?
   
   You can request for a termination of your subscription by walking in into the nearest U Mobile service centre or premier dealers outlets.
   
   
   
3. Will my bill be pro-rated upon termination?
   
   Yes, your bill will be pro-rated.
   
   
   
4. If I terminate ULTRA Home 5G, do I get back the Upfront Payment that was made during registration?
   
   Yes, we will refund the payment made during registration if there are no outstanding charges with us. If there are outstanding charges, do note that we will off-set the Payment with your last billed amount and any other relevant outstanding charges.

1. What is U Home Fibre?
   U Home Fibre is an internet connectivity service offered by U Mobile, delivering high-speed internet access through fibre cabling to your home premises. It includes an optical network unit (ONU) and a WiFi router (CPE) to enable internet access over LAN and WiFi within your household. 
   
   
2. What are the speeds offered under U Home Fibre?
   U Home Fibre offers four fibre broadband speed plans: 100Mbps, 300Mbps, 500Mbps and 1Gbps.
   
   
3. How do I use U Home Fibre?
   You can start enjoying blazing fast broadband with U Home Fibre as soon as the physical installation is successfully installed. Make sure your device(s) are WiFi-enabled or can be connected via LAN cable. We will not be held responsible for connectivity issues caused by your devices
   
   
4. When does the service begin, and what is the duration of the Minimum Contract Period?
   The service initiates upon the completion of the physical installation appointment and is bound by a Minimum Contract Period of 24 months.
   
   
5. How can I check which areas are covered under the U Home Fibre services?
   You can go to https://www.u.com.my/en/personal/broadband/u-home-fibre#check-broadband-coverage to check for coverage areas available before subscribing to the services.
   
   
6. My home is not within the coverage area. What should I do?
   You can register your interest with us at www.u.com.my/en/personal/broadband/u-home-fibre and we will contact you once your area has coverage as we are constantly and rapidly expanding our coverage nationwide. You can also refer to our coverage checker periodically at the same website. In the mean time, do check out U Home 5G at www.u.com.my/Home5G for unlimited 5G broadband with nationwide coverage, no installation and no contract.
   
   
7. Where can I subscribe to U Home Fibre?
   You can purchase the plan at any of the options from U Mobile branches or Register Your Interest at www.u.com.my/en/personal/broadband/u-home-fibre
   

1. Who is eligible to register for U Home Fibre?
   Anyone above 18 years old residing within the service coverage areas in Malaysia without any outstanding payments with U Mobile.
   
   
2. Can existing U Home 5G plan subscribers perform a Change Rate Plan (CRP) to U Home Fibre?
   Yes, subscribers with existing U Home 5G plan can perform a Change Rate Plan (CRP) to the U Home Fibre, forfeiting any unused data allowance from the old plan. Any CRP is subject to Terms and Conditions.
   
   
3. Are there restrictions on performing U Home Fibre CRP to other U Mobile products? 
   Performing a CRP to other U Mobile products, including prepaid and postpaid, is not allowed.
   
   
4. Does U Mobile reserve the right to change the eligibility criteria?
   Yes, U Mobile reserves the right to change the eligibility criteria whenever necessary.
   

1. What is the deposit requirement for non-Malaysians subscribing to U Home Fibre?
   For non-Malaysians, a RM500 deposit is required for the Plan.
   
   
2. Are there any provisions for carrying over parts of the Monthly Fee to the following months?
   No, the Monthly Fee must be paid in full, even if the full value of the service is not used. Any excess usage is billed monthly.
   
   
3. Will there be any advanced charges into my bill? 
   You're billed for the upcoming month or period of service before actually using it. This practice ensures that the service remains uninterrupted and that you're always paid up for the upcoming cycle.
   
   
4. Where can customers find the pricing table for the data plans of U Home Fibre?
   The pricing table for U Home Fibre is made available on our website: www.u.com.my/en/personal/broadband/u-home-fibre

1. What factors influence the actual speed and data capacity as per the pricing plan?
   Actual speed and data capacity vary based on factors like proximity to tower capacity, device type, and overall Internet traffic.
   
   
2. How does U Mobile handle misuse of the Plan?
   U Mobile may monitor accounts to ensure compliance with the Terms and investigate misuse of the Plan, recovering costs if misuse is found.
   
   
3. How is the Service provided?
   The Service is provided on an "as-is" and "where-is" basis, and U Mobile disclaims liability for factors like availability, accessibility, and continuous use.
   

1. How can customers terminate their U Home Fibre plan, and what fees apply if terminated before the Minimum Contract Period?
   Customers can request termination by walking into our U Mobile Premier Dealer and U Mobile Service Centre. Early termination fees of remaining contract balance is charged if terminated before the Minimum Contract Period.
   
   
2. What happens during service suspension, and can it be reactivated?
   Monthly fees continue during service suspension. Reactivation can occur within 2 business days upon settling outstanding charges.
   
   
3. May I reactivate my services once it is terminated after clearing off my outstanding bills? 
   Unfortunately, once services have been terminated, it cannot be reactivated back, therefore you may have to sign up for a new service instead, to resume service usage.
   

1. How can customers upgrade their U Home Fibre, and does upgrading extend the minimum contract duration?
   Customers can contact the center at 018 388 1318 to upgrade their plan without extending the minimum contract duration subjected to maintaining under the same infra type.
   
   
2. What does the monthly bill show when upgrading the U Home Fibre plan?
   When upgrading the plan, the monthly bill shows a prorated amount, including charges for both the previous plan and the new one, along with any additional fees for CPE upgrades or other promotional terms.
   
   
3. What restrictions apply during the Minimum Contract Period?
   During the Minimum Contract Period, customers cannot downgrade the plan, relocate services, or perform a transfer of ownership, as it will be deemed as an early termination of the Service subject to the Early Termination Fee.

1. When can I expect the installation of the service at my place?
   The installation of the service at your premises is scheduled from Monday to Friday between 9.00 am to 6.00 pm and on Saturdays between 9.00 am to 1.00 pm. However, installations are subject to the conditions set by your building management or premises. Please note, there won't be any installations on Sundays, gazette public holidays, or state holidays.
   
   
2. What happens if I'm unavailable during the installation appointment?
   If you are unable to be present or haven't secured entry rights for our Installer within the specified 30 minutes, it will be considered a failed installation attempt. In such cases, we'll reach out to discuss either rescheduling the appointment or canceling the service. Please note that charges for rescheduling or cancellation may apply in these situations.
   
   
3. What should I do if I need to reschedule the installation?
   If you need to reschedule the installation appointment, kindly get in touch with our service team during our operational hours on regular working days. We'll do our best to accommodate your request within the available installation slots from Monday to Saturday.
   
   
4. What are the charges for canceling or rescheduling the installation appointment? 
   Charges for canceling/rescheduling installation appointments are RM200. Charges for rescheduling/cancellation within 4 business days are reflected in the bill. Charges for cancellation during installation are also billed accordingly.
   
   
5. When do charges for non-standard installation apply?
   Non-standard installation is applicable when there are additional layout-specific works
   
   
6. What is the warranty coverage for the ONU and CPE?
   The ONU and CPE are covered by the warranty coverage as long as you are subscribing to U Home Fibre.
   
   
7. What are the rates of the repair or replacement of the ONU or CPE?
   Such rates can be found in the U Home Fibre Terms and Conditions.
    
8. What incidents are excluded from the Equipment warranty?
   The Equipment warranty excludes coverage for incidents such as damage, loss, theft, defects due to misuse, negligence, and acts beyond U Mobile's reasonable control.
   

1. What is the "Free 5G Router with U Home 5G”?
   
   The “Free 5G Router with U Home 5G” is a promotion that allows you to enjoy a 5G Router when you sign up for U Home 5G, subject to the Minimum Commitment Period.
   
   
   
2. How do I use the Router?
   
   Sign-up for U Home 5G and pop the SIM into the Router. Within a few minutes you will be connected to the internet.
   
   
   
3. What is the duration of the Minimum Commitment Period?
   
   The Minimum Commitment Period is 24 months.
   
   
   
4. What SIMs will work with the Router?
   
   The Router will only work with U Home 5G SIMs.
   
   
   
5. Why does my Router vary in appearance?
   
   Imagery shown is for illustration purposes and may not be an exact representation of the final product delivered.
   
   
   
6. Will I be able to choose my Router model?
   
   No, Router distribution will be random and is dependent on stock availability.
   
   
   
7. Will the Router work in an area with 4G-only coverage? 
   
   Yes, the Router will work in both 5G and 4G environments.

1. Who is eligible to register for the Router with ULTRA Home 5G?
   
   Anyone above 18 years old residing within the service coverage areas in Malaysia without any outstanding payments with U Mobile.
   
   
   
2. Can existing ULTRA Home 5G plan subscribers take on a free Router?
   
   Yes, they may do so via any of our eligible channels and signing up for the Minimum Commitment Period.
   
   
   
3. Does U Mobile reserve the right to change the eligibility criteria?
   
   Yes, U Mobile reserves the right to change the eligibility criteria whenever necessary.
   
   
   

1. What is the deposit requirement for non-Malaysians?
   
   For non-Malaysians, a RM500 deposit is required to be eligible for the free Router.
   
   
   
2. Are there any provisions for carrying over parts of the Monthly Fee to the following months?
   
   No, the Monthly Fee must be paid in full even if the full value of the service is not used.
   
   
   

1. How can I terminate my Contract or service?
   
   You may walk-in to your nearest U Mobile Service Centre or Dealer to request termination. Early termination fees of the remaining contract balance is charged if terminated before the Minimum Commitment Period.
   

1. How long is the Router covered under warranty?
   
   The Router is covered for a period of 24 months from point of Contract initiation.
   
   
   
2. How do I proceed to make a warranty claim?
   
   Reach out to our Customer Service team at 018-388 1318 to process a warranty claim for your Router.
   
   
   
3. Can I choose the Router model I will receive when making a warranty claim?
   
   No, the Replacement Router is subject to stock availability at the time of your claim. However, all our routers come with the same key features.
   
   
   
4. Can I get a new model 5G router as replacement warranty from my existing faulty Wi Fi 6 5G Router unit?
   
   No, if your existing 5G router is faulty, it will be replaced with the same model. However, we are planning to offer upgrade options in the future. Stay tuned for more updates.
   
   
   
5. Will my ULTRA Home 5G monthly subscription cost more if I bundle it with the new Wi-Fi 6 5G Router?
   
   No, your monthly fee will remain the same as your current ULTRA Home 5G plan.
   

1. What does the new firmware do?​
   • Enable SA (Standalone)
   • Disable the scheduled reboot
   • Enhanced system stability


2. What do you need to do to get the new firmware?​
   There are 2 options to update your router with the latest firmware:​
   1. Manual:
      • Step 1: Open web browser and key in "192.168.0.1". The default password is “admin” for log in.
      • Step 2: Go to "Advanced Setting" at the bottom of the page​.
      • Step 3: Go to "Update" and then click "Check”.
      Note: For guidance, you may refer here.
      
   2. Automatic:
      The firmware update will be automatically downloaded to your router. By default, the update will attempt to occur by 2 AM on 23/1/2025. If the update fails, the router will retry for the next three days. If still unsuccessful, the update will be attempted each time the router is powered on.


3. How will you know if you are already on the new firmware?​
   • Step 1: Open web browser and key in "192.168.0.1". The default password is “admin” for log in.
     
   • Step 2: Go to "Detail Information"​
   • Step 3: You can see the Software Version is "CR_UMMYMC888SV1.0.0B09".


4. What should you do if the update fails or if you're still experiencing issues after the update?
   You can raise your inquires via this link Contact Us​

ULTRA Home 5G x sooka Premium is a 5G broadband and entertainment package bundled into one unbeatable price. It is available exclusively for all ULTRA Home 5G subscribers. 

ULTRA Home 5G x sooka Premium is offered exclusively to active ULTRA Home 5G subscribers via the MyUMobile App. If you are not a subscriber, you may register at  https://shop.u.com.my/ or through any of our outlets or dealers.  

Go to the MyUMobile App, tap on the ULTRA Home 5G x sooka Premium banner to get to the U Home 5G x sooka Premium product page. Tap on “Activate” to upgrade your plan from  ULTRA Home 5G to ULTRA Home 5G x sooka Premium.    

Note that upon successful activation, your monthly subscription will be upgraded from RM68 to RM98 per month. 

Upon activating  ULTRA Home 5G x sooka Premium on the MyUMobile App, we will send an email to your registered email address. Please check your registered email address on the MyUMobile App and ensure it is correct. This email will contain your unique e-coupon code for sooka Premium, along with instructions on how to redeem it at  https://sooka.my/redeem. 

You may have to create a free sooka account to redeem the e-coupon. 

E-coupon redemption should be done within 1 month of ULTRA Home 5G x sooka Premium activation. Failure to do so may result in the expiry of your sooka Premium e-coupon.

The ULTRA Home 5G x sooka Premium bundle is offered as a 6-month bundle and unbundling is not possible.

One (1) ULTRA Home 5G subscription can only be upgraded into one (1) ULTRA Home 5G x sooka Premium bundle.

Yes, you can activate  ULTRA Home 5G x sooka Premium at any point. Your next monthly bill will then reflect RM98 instead of RM68. Your first month’s monthly fees may be pro-rated depending on the service activation date.

No. You will need to register a new  ULTRA Home 5G subscription before activating  ULTRA Home 5G x sooka Premium on the MyUMobile App.

You can activate ULTRA Home 5G x sooka Premium and redeem your sooka e-coupon by registering for a new free sooka account. Existing sooka Premium accounts and those with subscriptions terminated within the last one (1) year will not be eligible to redeem this e-coupon. 

The ULTRA Home 5G x sooka Premium will auto-renew monthly for a period of up to 6 months. After the 6-month bundle period, your ULTRA Home 5G plan will revert to RM68 per month. 

You will be able to enjoy sooka Premium on up to 3 devices including 1 TV at the same time with an optimal video playback resolution of 1080p.

Existing ULTRA Home 5G x sooka VIP customers will be converted to the ULTRA Home 5G x sooka Premium bundle at RM98 per month. The subscription period will remain the same as before, for a period of up to 6 months. 

1. Where can I purchase ULTRA Home 5G with Samsung TV?
You can go to the nearest U Mobile Centre or any authorised Dealers listed here.
You can also choose to submit a registration of interest here. Our team will reach out to you as soon as possible with additional details.

 


2. Who is eligible to purchase the bundle?
All new and existing U Mobile customers can purchase the ULTRA Home 5G with Samsung TV bundle, subject to eligibility listed in our Terms and Conditions.

1. Am I allowed to purchase ULTRA Home 5G with Samsung TV and ULTRA Home 5G with Free 5G Router?
Yes, you may activate both bundles at the same time.

 


2. Can I terminate the contract and keep the ULTRA Home 5G line?
Yes, you can terminate the contract by clearing any remaining outstanding amounts without terminating the line.

 


3. I am a new ULTRA Home 5G subscriber. Do I have to take the Free 5G Router when I purchase the ULTRA Home 5G with Samsung TV Bundle?
No, the Free 5G Router is optional and you are not required to take one upon purchase of your ULTRA Home 5G with Samsung TV Bundle.

 


4. Why does my contract start even though the TV hasn’t been delivered yet?
The TV contract starts immediately upon confirming your order as we begin preparing for the TV fulfilment with our delivery partners.

1. When can I expect my TV to be delivered?
Delivery within Peninsular Malaysia will take up to 1 week and delivery to East Malaysia will take up to 2 weeks depending on delivery lead time.

 

2. Can I change my delivery address after purchasing?
Yes, you can change your delivery address by contacting our Customer Care team at 018-3881318.

 

3. What if I am unavailable during delivery?
You can reach out to our fulfilment partners to request for delivery rescheduling.

 

4. Who will be reaching out to me to schedule the delivery of my TV?
Our fulfilment partners (Servex & MTT) will be reaching out to you via WhatsApp from one of the following numbers:

Phone Number 1: +6 012-9696 485
Phone Number 2: +6 012-9696 465
Phone Number 3: +6 012-6392 436
Phone Number 4: +6 012-5342 996

 

5. Will installation services be provided?
Basic installation (unboxing etc.) is free. Custom installation such as wall mounting will incur an additional charge payable directly to our fulfilment partners.

 

6. How do I track the status of my order?
Our fulfilment partners will provide you with a unique tracking link which you can use to track the status of your order.

If you have not received the tracking link, please call our Customer Care team at 018-3881318.

1. Who provides the warranty coverage for my TV?
Your new TV will be provided with 2 years of warranty coverage by Samsung Malaysia.

 

2. How do I process a warranty claim?
Please contact the Samsung Customer Careline at 1800 88 9999 to process a warranty claim.

Customers who register for U Home Fibre during the promo period will receive an RM20 rebate off from the normal package plan charges per month. This rebate will be prorated according to your first bill and will automatically be reflected on your subsequent monthly bills.  

The rebate lasts for 24 months during the duration of the Minimum Contract Period as long as you are subscribed to U Home Fibre.

Your first month Monthly discounted Fees will be prorated. For the following months, your monthly fee charges are discounted RM20 for each full monthly billing period. If the Plan is terminated before the end of your billing cycle, your monthly discounted fees will be pro-rated.

The Launch Promo will be available from 19 August 2024 until 31 December 2024 or subjected to the first 1,000 customers signed up.

You can find out more about U Home Fibre from U Mobile branches or call our Customer Service team at 018 388 1318.

This rebate promo applies to all new U Home FIbre subscriptions, including existing customers who register a new U Home Fibre subscriptions at new addresses, during the promo period. It does not apply for existing U Home Fibre subscriptions.

Your RM20 rebate expires when you terminate your U Home Fibre and the rebate will be prorated in your final bill.

1. What is ULTRA Home 5G Borneo?
   
   This is our new ultra-fast 5G & 4G broadband subscription service with uncapped speed and unlimited data designed for East Malaysia (Sabah, Sarawak and the Federal Territory of Labuan).
   
   
   
2. What speeds can I expect from ULTRA Home 5G Borneo?
   
   ULTRA Home 5G Borneo offers uncapped speeds and data. You can expect to get the fastest possible speeds when you are connected to our network and not tied to any FUP.
   
   
   
3. Can anyone sign up for ULTRA Home 5G Borneo?
   
   This plan only available in East Malaysia (Sabah, Sarawak and Labuan). The SIM card will not work in Peninsula Malaysia.
   
   
   
4. Can I use ULTRA Home 5G Borneo in West Malaysia?
   
   No, this plan is designed to work only in East Malaysia (Sabah, Sarawak and Labuan).
   
   
   
5. Can I share the data through Hotspot and what is the quota allocation for Hotspot?
   
   Yes, you can share ULTRA Home 5G Borneo data through Hotspot with no device restrictions.
   
   
   
6. Does ULTRA Home 5G Borneo come with a router and/or modem?
   
   Yes, you get a free Game-Grade 5G Router when you subscribe to ULTRA Home 5G Borneo on a 24-month contract.
   
   
   
7. Can I view my data usage?
   
   Users can download and use MyUMobile App to see their data usage. However, there are no concerns on data usage as our broadband plan provides Unlimited data.
   
   
   
8. Is there any deposit fee or upfront payment required upon registration?
   
   Foreigners are required to place RM500 and upfront payment as a deposit upon registration. Malaysian citizens and permanent residents are only required to pay an advance upfront payment equivalent to one month's charges, which will be used to offset your first month's charges.
   
   
   
9. Do I get back my RM500 deposit if I terminate the service?
   
   Upon your request to terminate our service, the deposit will be refunded back to you after 60 working days. Do note that we will offset your deposit with your last billed amount and any other relevant charges.
   
   
   
10. Can I change my current Postpaid, Wireless Broadband or ULTRA Home 5G plan to ULTRA Home 5G Borneo?
    
    You are not allowed to convert your current Postpaid plan to any broadband plan and would have to register for a new ULTRA Home 5G Borneo plan. However, Wireless Broadband Plan (WBB) and ULTRA Home 5G plans can be converted to ULTRA Home 5G Borneo. Terms and conditions apply.
    
    
    
11. If I have a ULTRA Home 5G and under contract and want to upgrade to ULTRA Home 5G Borneo, is that allowed?
    
    If you reside in Sabah, Sarawak or Labuan and wish to use ULTRA Home 5G Borneo, you are allowed and may proceed to nearest U Mobile Store and Upgrade Home 5G Borneo. Ensure there is no outstanding amount in the account.
    
    
    
12. Where can I subscribe to ULTRA Home 5G Borneo or make an inquiry?
    
    • Visit any U Mobile store nationwide
    • Website: u.com.my/uh5gb
    
    
    
13. What devices are compatible with ULTRA Home 5G Borneo?
    
    ULTRA Home 5G Borneo can be used with a variety of 5G and / or 4G LTE devices. You can also use it in your smart devices such as phones, tablets, smart cameras and GPS trackers. U Mobile bears no responsibility should customers purchase a device that is not compatible with Malaysia's 5G and 4G networks.
    
    
    
14. Does ULTRA Home 5G Borneo include SMS or Voice/Video calls?
    
    No, ULTRA Home 5G Borneo is purely for data usage only, and does not come with SMS, Voice or Video calling services.
    
    
    
15. Can I use ULTRA Home 5G Borneo overseas?
    
    No, the plan is for domestic usage within East Malaysia only. You cannot roam overseas with ULTRA Home 5G Borneo.
    
    
    
16. Is there a contract tied with this plan?
    
    ULTRA Home 5G Borneo is available as a SIM-only and contract options. The SIM-only plan does not come with any contract and allows you to cancel anytime without any penalty. The 24-month contract plan comes with a free Game-Grade 5G Router.
    
    
    
17. Is there any speed cap for ULTRA Home 5G Borneo?
    
    ULTRA Home 5G Borneo comes with uncapped speeds. Note that we will manage your surfing speeds if any abuse or unusually high usage occurs.
    
    
    
18. Is peer-to-peer (P2P) allowed?
    
    Peer-to-peer (P2P) services and torrenting is not allowed on ULTRA Home 5G Borneo.
    
    
    
19. Are there any speed restrictions?
    
    ULTRA Home 5G Borneo comes with no speed cap and unlimited data.

1. Where can I subscribe to ULTRA Home 5G Borneo?
   
   You can purchase the plan at any of the options below:
   • U Mobile Online Store: https://shop.u.com.my/
   • Visit any of our U Mobile stores nationwide.
   
   
   
2. Who is eligible to register for ULTRA Home 5G Borneo?
   
   • Anyone in East Malaysia (Sabah, Sarawak and Labuan) above 18 years old with valid identification.
   • Existing Wireless Broadband (WBB48, WBB68, WBB88, WBB128), ULTRA Home 5G and U Biz 5G subscribers are allowed to Change Rate Plan (CRP) to ULTRA Home 5G Borneo.
   
   
   
3. How can I check which areas are covered for ULTRA Home 5G Borneo?
   
   Check for your coverage here.
   
   
   
4. What are the relevant documents required to register for ULTRA Home 5G Borneo?
   
   • NRIC for Malaysians and permanent residents.
   • Passport for non-Malaysian citizens / foreigners.
   
   
   
5. What do I get upon successful registration of ULTRA Home 5G Borneo?
   
   For SIM only plans, you will get a U Mobile SIM card only. Upon receipt of SIM card, pair it with a 5G Wi-Fi router to experience the full potential of 5G broadband.
   
   If you require a 5G router from us, you can get a free Game-Grade 5G Router with our 24-month contract plan.
   
   
   
6. Are there any payments I need to make during registration?
   
   Yes, such as the following:
   • Upfront payment of one month’s subscription charges.
   • Refundable deposit fee of RM500 applies for non-Malaysian citizens.
   • U Mobile may from time to time revise the payment at our absolute discretion.
   
   
   
7. What is an Upfront Payment?
   
   • It’s an advance payment that is equivalent to the monthly commitment you would make when you sign up and register a Broadband plan.
   • For example, the upfront payment for ULTRA Home 5G Borneo will be RM78 before deducting any promotional rebates.
   • This payment will be collected once you sign up for your chosen plan.
   • The upfront payment will used to offset your next monthly bill and if there is any outstanding balance, the customer will required to pay the balance.

1. Can I upgrade my existing broadband plan to ULTRA Home 5G Borneo?
   
   • Yes, all existing WBB, ULTRA Home 5G, and U Biz 5G subscribers may upgrade to ULTRA Home 5G Borneo.
   • Any unused quota, add-on and benefit from previous plan will be forfeited when you upgrade to ULTRA Home 5G Borneo. Terms and conditions apply.
   • Note that ULTRA Home 5G Borneo only works in East Malaysia
   
   
   
2. Can I downgrade from ULTRA Home 5G Borneo back to ULTRA Home 5G?
   
   For SIM-only plans, there is a 90-day Minimum Usage Term before you can CRP back to ULTRA Home 5G.
   For contract plans, Early Termination Penalty will apply.
   
   
3. I am a U Mobile Postpaid subscriber; can I change my plan to ULTRA Home 5G Borneo?
   
   No. You cannot change your Postpaid rate plan to ULTRA Home 5G Borneo.
   
   
   
4. If I change my rate plan to ULTRA Home 5G Borneo Plan, do I need to pay the upfront payment again?
   
   Yes, we will collect upfront payment upon registration of ULTRA Home 5G Borneo.
   
   
   
5. Will my upfront payment be refunded?
   
   Any remaining upfront payment balance will be refunded to you without interest if you terminate ULTRA Home 5G Borneo. Please note that this is provided that all outstanding charges have been settled. If there are outstanding charges, we will offset the payment with your last billed amount and any other relevant outstanding charges.

1. Would U Mobile help me install ULTRA Home 5G Borneo into my personal device?
   
   No technical installation is required. ULTRA Home 5G Borneo is designed to be a plug and play service. Simply insert the SIM into the device of your choice on your own.
   
   Note that subscriptions via U Mobile eShop requires activation by keying in the last 4 digits of your SIM serial number into your eShop account.

1. Where can I check my data usage?
   
   You can download the MyUMobile App at u.my/umapp to view your data usage.
   
   
   
2. Is there a data quota FUP?
   
   U Home 5G Borneo offers unlimited data with uncapped speed and data. You will still enjoy the full potential speed even you reach 1,000GB data usage.
   
   
   
3. Can I use the data overseas?
   
   No, the plan is for domestic usage within East Malaysia only (within Sabah, Sarawak and Labuan).

1. Can I terminate my ULTRA Home 5G Borneo subscription at any time?
   
   Yes. You can terminate your subscription at any time. However, if you purchase with free Game-Grade 5G Router, it may trigger Early Termination Penalty (ETP)
   
   
   
2. Where can I terminate my subscription?
   
   You can terminate your subscription by visiting the nearest U Mobile service centre or premier dealers' outlets.
   
   
   
3. Will my bill be pro-rated upon termination?
   
   Yes, your bill will be pro-rated upon termination.
   
   
   
4. If I terminate ULTRA Home 5G Borneo, do I get back the Upfront Payment that was made during registration?
   
   We will refund the payment made during registration if there are no outstanding charges with us. If there are outstanding charges, we will off-set the Payment with your last billed amount and any other relevant outstanding charges.