Frequently Asked Questions
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Call Forwarding Service is a supplementary service to divert your calls to another mobile, fixed line or your voicemail when you are unable to answer your calls. With this service, you won’t miss any important calls again.
The charges for Call Forwarding Service are as follows:
(a) Postpaid: RM0.05/30sec
(b) Prepaid: You will be charged Pay-As-You-Use call rates according to your rate plan.
Call Forwarding Service is charged separately and not included in any bundled free minutes of your rate plan.
No, call forwarding to international numbers is not allowed. You can only forward calls to a Malaysian number (mobile/fixed line).
Customer has an option to forward his/her call provided that the foreign network operator supports this service. However, this service has to be activated before he/she leaves Malaysia. The charges will be as per roaming call Pay-As-You-Use rates while roaming.
Call Waiting & Hold services are given by default with your mobile phone. You can manually re-activate or deactivate this service with no charges incurred.
This service is given by default and requires no registration or monthly subscription fee.
Yes, provided that the roaming partner’s network supports the service.
Only one call can be put on hold at any time.
This service is activated by default, therefore you don’t have to activate this feature again unless you want to de-activate or re-activate the service by calling our U Mobile Customer Service at 018 388 1318 for assistance.
Yes, it is.
No. This service is activated by default. In order to deactivate it, please call our U Mobile Customer Service at 018 388 1318 for further assistance.
No. Since this service is activated by default, no notification will be sent out upon activation.
No. There is no charge for reactivating CLIP.
Yes, but this depends on your mobile phone model.
Calling party phone number, date, time and the number of attempts by the caller. E.g. You have missed: +60182007772 [1 call(s) at 19Sep 14.17].
Yes. There is no disruption to this service while you are roaming.
MCN will be displayed on your mobile phone in the same way it appears while in U Mobile 3G coverage area.
All U Mobile subscribers are eligible for MCN.
No, MCN is a free service for all subscribers.
Yes, you can put the conference member on hold to make an outgoing call. This is just like the normal call holding function.
'A' can call 'B' followed by 'B' calling 'C'. However, 'C' is not able to initiate another call to 'D'.
No. A caller can only participate in one Conference Call at a time.
Once the link or join button is clicked, it is indicated on 'A' party’s screen that a conference is in place. As for 'B' and 'C' party, they will not see any notification.
No. Conference Calls are only possible through voice.
Yes, you will hear a ‘beep' when there is an incoming call.
No. Conference Calls are considered normal voice calls and are captured under ‘Domestic Voice Calls’ in your itemized bill.
When a Conference Call is active, you will be able to see all the numbers of parties invited and the initial receiver. However, the icon indicated is very much based on the mobile phone model you are using.
Yes. Your receiver can put you on hold and invite other parties to join the Conference Call.
Yes, you will need to pay upfront RM1,000 deposit in U Mobile Service Centre in order to use the Conference Call feature.
U Mobile’s UPackage for Android offers the lowest monthly instalment on the latest Android devices with 0% interest rate over 24 months, bundled with a rate plan so that you get everything you need in a single all-in-one postpaid bill.
UPackage for Android is available to all Malaysians of age 22 and above. It is available for new registrations, existing U Mobile subscribers and mobile number portability (MNP) port-ins.
New Registration | Existing Customers | ||
New | MNP | Prepaid to Postpaid | Change of Plan |
Bring 3 months postpaid bill with no outstanding payment shown in the bill. | |||
Each customer is eligible to sign up for one (1) UPackage plan, regardless of UPackage for iPhone or UPackage for Android. Any subsequent sign up with UPackage for Android under the same NRIC is not permitted.
Lower Device Instalment
- Subsidised Android device price (total device instalment amount for 24 months is lower than the RRP).
Lower Cost of Entry
- Enjoy a new Android device paid via monthly instalment over 24 months with 0% interest free.
NO Multiple Bills
- All in one single billing with U Mobile. Pay the device instalments and rate plan in one (1) postpaid bill.
UPackage for Android is available for P79, P99 and P139 plans. U Mobile will be looking to add more rate plans to be eligible for UPackage for Android in the near future.
You will be required to pay the rate plan monthly access fee with the device monthly instalments for the next 24 months via credit card auto debit. The UPackage device monthly instalment is the same regardless of which plan that you have chosen. At the point of registration, you are required to pay for the 3 months rate plan and 3 months device installment via credit card with auto debit.
Yes, you may change your current iPlan to UPackage for Android. However, changing from your existing rate plan shall be deemed terminated as you are still bonded to an active contract. Therefore if you are still liable for any charges, you must settle all outstanding charges under your existing rate plan before you can proceed with signing up with UPackage.
There are no additional penalties if you cancel UPackage for Android or terminate your line with U Mobile. All you will need to do is pay off the remaining device balance which is equivalent to “Device Balance = Device Selling Price – Total instalment fees paid”.
For example:
Total device instalment (OPPO Reno6 Z 5G): (RM29 x 24): RM 696
Monthly device instalment: RM 29.00
Termination: Month 7 (you’ll have been billed 8 times for device instalment) RM696 – (RM 29 x 8 instalments billed = RM232) = RM 464.00 (Device balance to be paid off)
Charges are only applied to the calling party. There are no charges liable to the receiving party except in International Roaming scenarios.
Video Call must be made or received within the U Mobile coverage area. No Video Calls can be made or received if customers are not in coverage.
You will hear a busy tone and the phone line will be cut off once the recipient rejects the video call.
Please refer to the IDD roaming rate charges.
You may store up to 14 Video mails (shared between read and unread Video Mail) provided that your Voicemail mailbox is empty.
The itemized bill will reflect the duration, location, time, destination number and the price of the call in local currency (Ringgit Malaysia or RM).
You can only retrieve the Video Mail within the U Mobile coverage area.
Yes. Video Mail allows you to send and retrieve an interactive video clip along with an audio message. If your recipient is not available to take your call, a prompt will appear asking you to leave a Video Mail. Just follow a series of simple instructions and you’ll be able to leave Video Mail in no time at all!
You need to have an active working line to enjoy video mail.
No. As long as your new mobile phone is a 3G-enabled mobile phone, you will be able to leave and retrieve Video Mail.
You are able to leave a Video Mail to U Mobile subscribers outside of U Mobile 3G coverage, however that particular subscriber will not be able to retrieve that Video Mail.
Video mail cannot be converted into Voicemail. You will only be able to retrieve your Video Mail within the U Mobile 3G coverage area.
Yes. Only 3G mobile phones have the features for receiving and sending Video Mail.
If your mailbox is full, a caller will not be able to leave any Video Mail. You will also be informed that the mailbox is full and subsequently your call will be terminated.
Voicemail is similar to an automated answering machine whereby it allows customers to store and manage voice messages. Callers can leave a voice message when customers are unavailable, out of coverage or are engaged.
Voicemail acts like a personal answering machine which receives incoming calls when you are unreachable and keeps you notified of them.
You are allowed to store up to 5MB worth of messages, regardless of whether they are heard or unheard messages. You can also receive up to 25 Voicemails if you do not have Videomails.
Kindly call our Contact Centre or send us an email at customer.service@u.com.my to seek assistance.
No. Only one message/greeting may be recorded for all incoming calls.
You can change your personal message/greeting as many times as you wish.
You will see a text notification saying, 'New Text Message from 1311' displayed on your mobile.
There is no service disruption while on roaming.
Your Voicemail messages are kept for 5 days upon retrieving. It will automatically be deleted after the 5th day.
Yes. You will be alerted when you retrieve your Voicemail messages via 1311.
You can change your PIN code as long as you are able to access the Voicemail service.
Call 1311 from your mobile phone and go into the 'Personal Options' menu. You can create a new PIN code from the Personal Options menu or you can call our Contact Center to request for the PIN to be reset to default.
If you are retrieving your voice messages in Malaysia, local call charges will apply.
Yes, you can. After listening to the voice message, you have the option to return a call to the sender.
Yes, you will be charged each time you retrieve your Voicemail message based on per retrieval.
If no one answers after a period of time, the caller will hear a busy tone.
Besides inserting your USIM card into another mobile phone, you can also access your Voicemail from any mobile phone or fixed line. Just dial your own number and press (*) twice. You will then be asked to key in your PIN if you have set one for your Voicemail mailbox.
Yes, you can deactivate this service by contacting our U Mobile Customer Service at 018 388 1318.
Yes. You will be charged for returning calls through the Voicemail mailbox based on the voice call charges of the plan you subscribed.
No, there is no charge for re-activation.
It will be reflected as a normal voice call.
Yes, you will receive a notification in the form of an SMS even when you are roaming.
No. Once the voice message has been deleted, you will not be able to recover it.
Information such as the caller’s number, day/date and time will be available when retrieving the voice message.
It will be reflected as 'Voicemail' under the 'Call To' column.
The maximum duration for a voice message is 40 seconds.
Yes, you will be charged & you will see two line items in your Postpaid bill.
The first charge is for receiving a call in a foreign country (IDD call from Malaysia to the foreign country).
The second charge is for forwarding the call to the Voicemail system in Malaysia (outgoing call from the foreign country to Malaysia).
Please see under the section of Value Added Services.
Yes, you will be charged for the subscription fees RM5 for every reactivation of Calling Line Identification Restriction (CLIR) service.
Yes. Calling Line Identification Restriction (CLIR) is only supported for Voice Calls and Video Calls. However, only Voice Calls are supported if you are outside of the U Mobile 3G Coverage.
There is no additional setting required once this service has been activated.
Yes. Calling Line Identification Restriction (CLIR) only restricts your number from being displayed on the recipient’s mobile phone.
No. Once Calling Line Identification Restriction (CLIR) has been activated, your number will not be shown for every call made.
Private number - if the recipient has subscribed for Calling Line Identification Restriction
Call - if the call recipient has not subscribed for Calling Line Identification Restriction
No. This service is activated on your SIM card so you do not need to re-subscribe.
All you need to do is to call our U Mobile Customer Service at 018 388 1318 where our Customer Service Representatives will be happy to assist you.
Yes, there will be monthly charges of RM5 for the usage of this service.
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.
Please ensure you're browsing the correct regional store (App Store, Play Store, or Huawei AppGallery), that your device meets the minimum OS requirements, and that the app has officially launched in your specific region.
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).
Broadband users who need assistance can easily recover their credentials by utilizing the "Forgot Password" option directly on the main login screen.
Yes. All of your personal account information and history will remain completely intact and available immediately after logging in.
No. Your balance, subscriptions, and services remain unchanged.
Existing saved payment methods will remain available where applicable.
Yes, where supported.
No, you will need to grab new rewards that are available in the new app.
Most existing features are available, with additional enhancements being introduced progressively.
Some features may have been relocated to improve navigation.
Yes. New features will be introduced exclusively in the new app over time.
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.
U Mobile will officially halt the Caller Line Identification Restriction (CLIR) Masking Service from 1st July 2023 onwards.
Your last bill charge for this service will be in May 2023, while you can continue using the service for free from 1st June until 30th June 2023. There are no charges of this service effective 1st Jun 2023 as it will be borne by U Mobile.
No, the service is no longer available for all U Mobile customers effective 1st July 2023.
Effective from 1st July 2023, U Mobile has halted Caller Line Identification Restriction (CLIR) Masking Service to comply with MCMC’s directive under the subsection 3.8.1.12 Electronic Numbering and Addressing Plan (NEAP). For more information, kindly visit www.mcmc.gov.my/ms/media/announcements/pematuhan-kepada-subseksyen-3-8-1-12-rancangan-pe
