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Terms & Conditions

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"syarat-dan-ketentuan-giler-unlimited-prepaid", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/syarat-dan-ketentuan-giler-unlimited-prepaid.html" }, { "title": "U Mobile Prepaid Self Registration", "value": "u-mobile-prepaid-self-registration", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/u-mobile-prepaid-self-registration.html" }, { "title": "Unlimited Funz Prepaid Plan नियम तथा शर्तहरू", "value": "unlimited-funz-prepaid-plan-nepali", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/unlimited-funz-prepaid-plan-nepali.html" }, { "title": "Unlimited Funz Prepaid Plan and RM30 Top-Up (Exclusive on Online Store Only)", "value": "unlimited-funz-prepaid-plan-and-rm30-top-up-exclusive-on-online-store-only", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/unlimited-funz-prepaid-plan-and-rm30-top-up-exclusive-on-online-store-only.html" }, { "title": "Unlimited FUNZ Prepaid Plan", "value": "unlimited-funz-prepaid-plan", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/unlimited-funz-prepaid-plan.html" }, { "title": "Unlimited Funz Prepaid Plan စည္းကမ္းႏွင့္ သတ္မွတ္ခ်က္မ်ား", "value": "unlimited-funz-prepaid-plan-burmese", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/unlimited-funz-prepaid-plan-burmese.html" }, { "title": "Unlimited Funz Prepaid Plan-এর শর্তাবলী", "value": "unlimited-funz-prepaid-plan-bengali", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/unlimited-funz-prepaid-plan-bengali.html" }, { "title": "Unlimited Funz Prepaid پلان کی شرائط و ضوابط", "value": "unlimited-funz-prepaid-plan-urdu", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/unlimited-funz-prepaid-plan-urdu.html" }, { "title": "Unlimited Power Prepaid Plan", "value": "unlimited-power-prepaid-plan", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/unlimited-power-prepaid-plan.html" }, { "title": "Unlimited Power Prepaid Plan and RM30 Top-Up (Exclusive on Online Store Only)", "value": "unlimited-power-prepaid-plan-and-rm30-top-up-exclusive-on-online-store-only", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/unlimited-power-prepaid-plan-and-rm30-top-up-exclusive-on-online-store-only.html" }, { "title": "پری پیڈ ڈیلی ڈیٹا پلان کی شرائط و ضوابط۔ ", "value": "terms-and-conditions-of-prepaid-daily-data-plans-urdu", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/terms-and-conditions-of-prepaid-daily-data-plans-urdu.html" }, { "title": "گیلر لا محدود پری پیڈ شرائط و ضوابط۔", "value": "giler-unlimited-prepaid-terms-and-conditions-urdu", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/giler-unlimited-prepaid-terms-and-conditions-urdu.html" }, { "title": "असीमित पावर प्रीपेड योजना ", "value": "unlimited-power-prepaid-plan-nepali", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/unlimited-power-prepaid-plan-nepali.html" }, { "title": "प्रिपेड दैनिक तथा साप्ताहिक डाटा योजना", "value": "prepaid-daily-and-weekly-data-plan-nepali", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/prepaid-daily-and-weekly-data-plan-nepali.html" }, { "title": "असीमित मोबाइल इन्टरनेट (बारम्बार सोधिने प्रश्न)", "value": "unlimited-mobile-internet-frequently-asked-questions-nepali", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/unlimited-mobile-internet-frequently-asked-questions-nepali.html" }, { "title": "আনলিমিটেড পাওয়ার প্রিপেড প্ল্যান", "value": "unlimited-power-prepaid-plan-bengali", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/unlimited-power-prepaid-plan-bengali.html" }, { "title": "প্রিপেড প্রাত্যহিক ও সাপ্তাহিক ডেটা প্ল্যান সমূহ", "value": "prepaid-daily-and-weekly-data-plans-bengali", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/prepaid-daily-and-weekly-data-plans-bengali.html" }, { "title": "আনলিমিটেড মোবাইল ইন্টারনেট", "value": "unlimited-mobile-internet-bengali", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/unlimited-mobile-internet-bengali.html" }, { "title": "எல்லையற்ற நடமாடும் இணையம்", "value": "infinite-mobile-internet-tamil", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/infinite-mobile-internet-tamil.html" }, { "title": "தினசரி & வாராந்திர பிரிபெய்ட் திட்டங்கள்", "value": "daily-and-weekly-prepaid-plans-tamil", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/daily-and-weekly-prepaid-plans-tamil.html" }, { "title": "எல்லையற்ற POWER Prepaid திட்டம்", "value": "unlimited-power-prepaid-plan-tamil", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/unlimited-power-prepaid-plan-tamil.html" }, { "title": "எல்லையற்ற Funz Prepaid திட்டம் விதிமுறைகளும் நிபந்தனைகளும்", "value": "infinite-funz-prepaid-plan-terms-and-conditions-tamil", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/infinite-funz-prepaid-plan-terms-and-conditions-tamil.html" }, { "title": "விதிமுறைகள் மற்றும் நிபந்தனைகள் தினசரி பிரிபெய்ட் இணைய திட்டம்", "value": "terms-and-conditions-daily-prepaid-internet-plan-tamil", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/terms-and-conditions-daily-prepaid-internet-plan-tamil.html" }, { "title": "အကန္႔အသတ္မ့ဲ မိုဘိုင္းအင္တာနက္", "value": "unlimited-mobile-internet-burmese", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/unlimited-mobile-internet-burmese.html" }, { "title": "ေငြႀကိဳေပး ေန႔စဥ္ ေဒတာ အစီအစဥ္မ်ား စည္းကမ္းႏွင့္ သတ္မွတ္ခ်က္မ်ား", "value": "prepaid-daily-data-plans-terms-and-conditions-burmese", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/prepaid-daily-data-plans-terms-and-conditions-burmese.html" }, { "title": "ေန႔စဥ္ႏွင့္ အပတ္စဥ္ ႀကိဳတင္ေငြျဖည့္မႈ ေဒတာ အစီအစဥ္မ်ား", "value": "daily-and-weekly-prepaid-data-plans-burmese", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/daily-and-weekly-prepaid-data-plans-burmese.html" }, { "title": "အကန္႕အသတ္မဲ့ ပါဝါ ႀကိဳတင္ေငြျဖည့္ အစီအစဥ္", "value": "unlimited-power-prepaid-plan-burmese", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/unlimited-power-prepaid-plan-burmese.html" }, { "title": "Giler Unlimited Prepaid-এর শর্তাবলী", "value": "terms-of-giler-unlimited-prepaid-bengali", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/terms-of-giler-unlimited-prepaid-bengali.html" }, { "title": "V20 and V30", "value": "v20-and-v30", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/v20-and-v30.html" }, { "title": "Reload Campaign", "value": "reload-campaign", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/reload-campaign.html" }, { "title": "Upsize to Giler Unlimited Campaign", "value": "upsize-to-giler-unlimited-campaign", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/upsize-to-giler-unlimited-campaign.html" }, { "title": "Prepaid Giler Top Up Promo Campaign", "value": "prepaid-giler-top-up-promo-campaign", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/prepaid-giler-top-up-promo-campaign.html" }, { "title": "Booster Add On ", "value": "booster-add-on", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/booster-add-on.html" }, { "title": "Online Prepaid Top Up Service", "value": "online-prepaid-top-up-service", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/online-prepaid-top-up-service.html" }, { "title": "5G Daily and Weekly Plans", "value": "5g-daily-weekly-plans", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/5g-daily-weekly-plans.html" }, { "title": "Hotspot Add-Ons", "value": "hotspot-add-ons", "url": "/content/u-mobile/en/personal/support/terms-conditions/prepaid/hotspot-add-ons.html" } ] }, { "title": "Postpaid", "value": "postpaid", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid.html", "isGroupLabel": true, "childList": [ { "title": "Game-Onz™", "value": "game-onz", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/game-onz.html" }, { "title": "App-Onz™", "value": "app-onz", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/app-onz.html" }, { "title": "Auto Debit ", "value": "auto-debit", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/auto-debit.html" }, { "title": "Music-Onz™", "value": "music-onz", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/music-onz.html" }, { "title": "Online Bill Payment Service", "value": "online-bill-payment-service", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/online-bill-payment-service.html" }, { "title": "International Roaming Charges ", "value": "international-roaming-charges", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/international-roaming-charges.html" }, { "title": "Online Store Term of Use", "value": "online-store-term-of-use", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/online-store-term-of-use.html" }, { "title": "Postpaid - Voice & Data Plans", "value": "postpaid-voice-and-data-plans", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/postpaid-voice-and-data-plans.html" }, { "title": "Postpaid - U98 Plan", "value": "postpaid-u98-plan", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/postpaid-u98-plan.html" }, { "title": "Postpaid - U68 Plan", "value": "postpaid-u68-plan", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/postpaid-u68-plan.html" }, { "title": "Postpaid Add-On Pack", "value": "postpaid-add-on-pack", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/postpaid-add-on-pack.html" }, { "title": "Postpaid Plan", "value": "postpaid-plan", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/postpaid-plan.html" }, { "title": "Prestige Plans", "value": "prestige-plans", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/prestige-plans.html" }, { "title": "U Mobile’s Carrier Billing for GoInsure3 Insurance Plans", "value": "u-mobiles-carrier-billing-for-goinsure3-insurance-plans", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/u-mobiles-carrier-billing-for-goinsure3-insurance-plans.html" }, { "title": "U Mobile Giler Unlimited GX68, Hero P79, Unlimited Hero P99 and P139 Plan with Devices Terms and Conditions", "value": "u-mobile-giler-unlimited-gx68-hero-p79-unlimited-hero-p99-and-p139-plan-with-devices-terms-and-conditions", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/u-mobile-giler-unlimited-gx68-hero-p79-unlimited-hero-p99-and-p139-plan-with-devices-terms-and-conditions.html" }, { "title": "Unlimited Hero P99 & P139 Postpaid Plan", "value": "unlimited-hero-p99-and-p139-postpaid-plan", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/unlimited-hero-p99-and-p139-postpaid-plan.html" }, { "title": "Video Carrier Billing", "value": "video-carrier-billing", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/video-carrier-billing.html" }, { "title": "Video-Onz™", "value": "video-onz", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/video-onz.html" }, { "title": "Voice Plans", "value": "voice-plans", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/voice-plans.html" }, { "title": "Unlimited HERO Postpaid P78", "value": "unlimited-hero-postpaid-p78", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/unlimited-hero-postpaid-p78.html" }, { "title": "VoLTE", "value": "volte", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/volte.html" }, { "title": "WiFi Calling", "value": "wifi-calling", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/wifi-calling.html" }, { "title": "Peranti KM40", "value": "peranti-km40", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/peranti-km40.html" }, { "title": "Postpaid 38", "value": "postpaid-38", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/postpaid-38.html" }, { "title": "Postpaid 38 Biz", "value": "postpaid-38-biz", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/postpaid-38-biz.html" }, { "title": "U Mobile Devices Terms and Conditions", "value": "devices", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/devices.html" }, { "title": "U Mobile Postpaid (U28, P38, P48, GX55, GX68, P79, P99 & P139)", "value": "legacy-plan", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/legacy-plan.html" }, { "title": "U Mobile U Postpaid Plan Terms And Conditions", "value": "new-u-postpaid", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/new-u-postpaid.html" }, { "title": "Postpaid Plan", "value": "general-postpaid", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/general-postpaid.html" }, { "title": "U Mobile Postpaid Boosters Terms and Conditions", "value": "u-postpaid-boosters", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/u-postpaid-boosters.html" }, { "title": "U Postpaid 68 & U Postpaid 98 Free Data Roaming And Free Roaming Incoming Call Terms And Conditions", "value": "u-postpaid-roaming", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/u-postpaid-roaming.html" }, { "title": "ULTRA HOTSPOT 5G Promotion 10th Feb", "value": "ultra-hotspot-5g-promotion-10th-feb", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/ultra-hotspot-5g-promotion-10th-feb.html" }, { "title": "ULTRA HOTSPOT 5G Promotion 28th Feb", "value": "ultra-hotspot-5g-promotion-28th-feb", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/ultra-hotspot-5g-promotion-28th-feb.html" }, { "title": "Pakej 5G Rahmah for Civil Servants", "value": "pakej-5g-rahmah-civil-servants", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/pakej-5g-rahmah-civil-servants.html" }, { "title": "Pakej 5G Rahmah Device Bundle", "value": "pakej-5g-rahmah-device-bundle", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/pakej-5g-rahmah-device-bundle.html" }, { "title": "U Postpaid Borneo Plan", "value": "u-postpaid-borneo-plan", "url": "/content/u-mobile/en/personal/support/terms-conditions/postpaid/u-postpaid-borneo-plan.html" } ] } ], "dropdownDefault": 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A. General

  1. U HOME FIBRE plan (“Plan”) is available as a stand-alone internet access service (“Service”). You must comply with the Terms of Service of our Postpaid Service, our Privacy Notice and these additional terms and conditions, (collectively, the “Terms”) all which are available on www.u.com.my.
  2. In the event of any conflicts or inconsistencies between these terms and conditions and the Terms of Service of our Postpaid Service, these terms shall prevail to the extent of the inconsistencies.
  3. We may revise the Terms, the Service, or our pricing without any liability. We may provide reasonable advance notice of such changes. You are advised to regularly check the Terms on our website. Your continued usage of the Service signifies your acceptance of the changes to these terms, the service or our pricing. If you do not agree to any of the changes, you must immediately terminate your subscription to the Service.
  4. Any capitalised term used in these additional terms that are not defined have the same meaning as defined in the Terms of Service of our Postpaid Service.

 

B. Service Description

  1. The Service is a fibre Internet connectivity service, comprising of fibre cabling, ONU and CPE to deliver Internet over LAN and WiFi to your home (“Premises”).
  2. The Service commences on the Installation Completion Date and continues for Minimum Contract Period or until the Service is terminated, whichever is the later. If the Service is terminated prior to the expiry of the Minimum Contract Period, you must pay the Early Termination Fee.
  3. You may subscribe to any of the available plans offered under the Service based on the speed of the Service as detailed out in https://www.u.com.my/fbb. The Plan offering may be updated from time to time. The details of the updated Plan offering will be made available at https://www.u.com.my/en/personal/broadband/fibre-broadband#broadband-plans
  4. The Service is only available at selected coverage areas. You can check if your Premise is within the Service coverage area by visiting https://www.u.com.my/en/personal/broadband/fibre-broadband#check-your-broadband-coverage.
  5. The Service coverage area may be expanded from time to time. Any updates on the Service coverage area will be made available at https://www.u.com.my/en/personal/broadband/fibre-broadband#check-your-broadband-coverage.
  6. The Plan is subject to our Fair Usage Policy (“FUP”) as defined in the Terms of Service of our Postpaid Service.

 

C. Eligibility

  1. The Service is available to everyone aged 18 years old and above and residing within the Service coverage areas in Malaysia.
  2. You are allowed to perform Change Rate Plan (CRP) from your existing Wireless Broadband (WBB48,68,88 or 128) or U Home 5G plan to the Plan if you do not have any ongoing Wireless Broadband or U Home 5G plans’ contract with U Mobile. Any unused data allowance or benefit from your existing Wireless Broadband data plan will be forfeited. You must accept the terms and conditions of the new data plan.
  3. You are not entitled to perform the CRP from the Plan to other U Mobile products including prepaid and postpaid.
  4. You are not eligible for the Plan if you have any outstanding payments with us.
  5. We reserve the right to change the eligibility criteria as and when we deem fit.

 

D. Deposit and Monthly Fees

  1. For non-Malaysians, a RM500 deposit is required for the Plan.
  2. The pricing table for the data plans under the Plan is set out on our website at https://www.u.com.my/en/personal/broadband/fibre-broadband#broadband-plans.
  3. Your first month Monthly Fees will be prorated. For following month, your monthly fee charges are payable for each full monthly billing period. If the Plan is terminated before the end of your billing cycle, your monthly fees will be pro-rated.
  4. All prices stated in these Terms are exclusive of all current and future taxes and other similar charges such as service tax, goods and services tax, sales tax and value added tax that may be imposed by any authority.

 

E. Disclaimer

  1. The Service will be provided on a “as-is” and “where-is” basis. We disclaim all liability in relation to the Service including but not limited to the availability, accessibility, timeliness, continuous and uninterrupted use of the Service or secured access to the Service.
  2. Your actual download speed based on your pricing plan will vary and may be slower and are affected, but not limited, by your device’s distance from your CPE, the number and types of devices connecting to the CPE, the layout of your Premises (number and thickness of walls), and interference from nearby electrical and frequency emitting devices (which includes, but is not limited to: Bluetooth devices, cordless phones, neighbouring Wi-Fi routers), and the general Internet traffic.
  3. Occasionally we may have to interrupt, change or temporarily suspend the Service to facilitate infrastructural maintenance, repair or upgrading works. If this occurs, we and our network partners will endeavour to restore your access to the Service as soon as possible. Similarly, if there are faults in our network affecting the Service, we will endeavour to restore your access to the Service as soon as possible. In both circumstances, we are not liable to you or any other third parties for any interruption to the Service.
  4. We are not liable for any claims arising out of the acts, omissions or negligence of the Installer while performing any site visit or work at your Premise.
  5. We may monitor your account to ensure you are complying with the Terms. We will investigate misuse of the Plan. If we find that you have misused the Plan, we may recover from you any costs of investigating the misuse and any compensation we are required to pay to regulators or other parties because of your misuse.
  6. You must ensure that your device is a LAN or WiFi-enabled device. We are not responsible for any failure to obtain the Service due to your device.

 

F. Installation

 

  1. The installation of Service at your Premises will be scheduled between 9.00am to 6.00pm (Monday to Friday); and between 9.00 a.m to 1.00 p.m (Saturday) except for gazetted public holidays in Kuala Lumpur, subject to the conditions imposed by your building management or Premises.
  2. We will notify you of your appointment installation date with the Installer. The Installer may also provide the installation date reminder via phone call before the Installer’s arrival at your Premises.
  3. You provide your consent for the Installer to enter your Premises during the agreed installation appointment to install the Equipment for you to enjoy the Service. You are also required to acquire permission by your landlord, building manager or residents’ association (wherever applicable) for the Installer to enter and perform the installation.
    1. If you cancel your installation appointment upon receipt of the appointment confirmation from us, the following rescheduling and cancellation charges will be chargeable to you:
Appointment Rescheduling and Cancellation Charges
Rescheduling of installation appointment within 4 business days from the date of the original confirmed appointment RM 200 for each rescheduled appointment 
Cancellation of Service before installation within 4 business days from the date of the original confirmed appointment RM 200
Cancellation of Service during installation RM 500
First time request for rescheduling of installation appointment or cancellation of Service more than 4 business days from the date of the original confirmed appointment Waived
Any subsequent rescheduling after the first time request for rescheduling or cancellation of Service regardless of number of business days RM 200
    1. The charges for rescheduling of the appointment within 4 business days from the date of the original confirmed appointment will be reflected in your first monthly bill.
    2. The charges for the cancellation of the Service within 4 business days from the date of the original confirmed appointment and the charges for the cancellation of Service during Installation will be reflected in a one-time bill sent to you after the cancellation of the installation appointment.
  1. A maximum wait time of 30 minutes will be allocated before the installation is declared as a failed installation attempt. This includes situations where you are not present at your Premises, have not secured rights of entry from the building management, or is otherwise unable to allow the Installer into the Premises to perform the installation. In any of these situations, we will contact you to either reschedule the installation appointment or cancel the Service, both of which will be subject to the rescheduling or cancellation charges.
  2. As part of the Service, we will provide fibre connectivity to your Premises according to our standard installation works at no additional charge. However, if the installation at your Premises is involves non-standard installation which includes additional work, additional charges will apply.
  3. We will perform a service acceptance test when the Equipment is installed to test and validate that Internet access has been established using the Service and the Equipment installed. It is advisable that you have a LAN or Wi-Fi enabled device on hand for the test.

 

G. Equipment and Warranty

  1. As part of the Service, we will provide the Equipment which will be installed at your Premises and comes with the warranty period specified in the table below (“Equipment”):
Equipment 1 unit of ONU 1 unit of CPE
Duration of warranty against manufacturer defect Covered as long as your U HOME FIBRE plan is Active Covered as long as your U HOME FIBRE plan is Active
  1. During the warranty period specified in Paragraph G (1), if the Equipment is defective due to manufacturer defect, we will repair or replace the CPE or the ONU without any additional cost imposed to you.
  2. The Equipment warranty does not cover the following incidents:
    1. damage, lost, stolen or defects to the Equipment caused by any act, omission, misuse, negligence, serial number removed or defaced;
    2. Equipment that has been removed without our approval or network operator-lock function has been deactivated; or
    3. other acts beyond our reasonable control.
  3. If the ONU or CPE is damaged due non-manufacturer defect, any repair work to or replacement of the ONU or CPE will be chargeable to you based on the rates specified below:
On Site Technical Support
Installer’s visit to your Premises RM 180 per visit
Replace / Repair ONU RM 500 per ONU
Replace / Repair CPE RM 250 per CPE

 

H. Termination and Suspension

  1. The Service will continue until terminated by you where the Plan continues until your data allowance expires or is used up, whichever occurs earlier) or until terminated by us according to the Terms.
  2. You may walk-in to our U Mobile Premier Dealer and U Mobile Service Centre for termination of the Service.
  3. If the Service is terminated prior to the expiry of the Minimum Contract Period, you are required to pay the balance charges for the remaining months of the Minimum Contract Period (“Early Termination Fees”) and any unpaid charges for the Service.
  4. The Equipment provided under the Service, will belong to you and is not required to be returned to us even if the Service is terminated.
  5. If your Service has been suspended due to non-payment of outstanding bills, the Monthly Fee will continue to be charged. We may notify you prior to the termination of the Service due to the continuous suspension. We may reactivate the Service within 2 business days after you have paid all outstanding charges.
  6. We reserve right to cease, alter, cancel, suspend or substitute the Service at any time without prior notice. We are not liable to you for any and all loss or damage suffered or incurred by you (including negligence) as a direct or indirect result of such cessation, alteration, cancellation, suspension or substitution. Should we choose to cease offering the Service, we will endeavour to offer you a comparable service from our product range, such as the U Home 5G service at an equivalent price or market rate.

 

I. Plan Modification

  1. You can call our contact centre at 018 388 1318 to request for a Plan upgrade your existing Plan to a faster Plan at any time during or after your Minimum Contract Period. Your original Minimum Contract Period remains unchanged if your existing Plan is upgraded during the Minimum Contract Period. However, if the Plan upgrade requires or involves a change of infrastructure provider, the existing Plan will be terminated and this will be considered as a new Plan subscription.
  2. If you upgrade your Plan, your monthly bill will reflect a prorated amount comprising of charges for both your previous Plan and new Plan.
  3. You can call our contact centre at 018 388 1318 to request for your relocation at any time during or after your Minimum Contract Period. Any relocation will subject to (i) the Service coverage area; (ii) a Service relocation fee of RM380 for each relocation. Your original Minimum Contract Period remains unchanged if your existing service is relocated during the Minimum Contract Period. However, if the relocation involves a change of infrastructure provider, the existing Plan will be terminated and this will be considered as a new Plan subscription.
  4. If the Service cannot be provided or your relocated Premises is not within the Service coverage areas, we may terminate the Service with notice to you. In such instance, the Early Termination Fees may be waived once you provide to us the supporting documentation (such as utility bills).
  5. Within the Minimum Contract Period, you cannot:
    1. downgrade your Plan; or
    2. perform a transfer of ownership for the Service.
  6. Any request to downgrade your Plan or transfer the Service during the Minimum Contract Period will be deemed as an early termination of the Service which shall be subject to the Early Termination Fee.
  7. Upon expiry of the Minimum Contract Period, you can request to downgrade your Plan, relocate the Service or transfer the Service by contacting our contact centre at 018 388 1318.

 

J. Definitions and Interpretations

  1. “Active” means your subscription to U HOME FIBRE plan is ongoing, with no outstanding amount due and is not barred or suspended.
  2. “Agreement” means your agreement with us for the supply of Services which is made up of these Terms and other terms in documents which are expressly agreed to form part of the Agreement including without limitation all subsequent supplements signed by you and accepted by us for additional Services, all unilateral amendments, variations, additions and deletions by us.
  3. “Business day(s)” means any day other than Saturday, Sunday and public holidays in Kuala Lumpur, Malaysia;
  4. "CPE” means the customer premise equipment or your WiFi router;
  5. “Early Termination Fee” has the meaning given to it in Paragraph H(3) above;
  6. “Equipment” includes the ONU and the CPE to deliver Internet over LAN and WiFi.
  7. “Installation Completion Date” means the date when you can use the Service;
  8. “Installer” means U Mobile’s appointed service installer for the installation of the Service;
  9. “Plan” refers to the specific plan to which you subscribe under the Service;
  10. “Minimum Contract Period” means the 24 months period or such other period as may be determined by us from time to time;
  11. “Monthly Fee” means the monthly fee that you are required to pay for your Plan;
  12. "ONU” means optical network unit;
  13. We" or “us” or "our" or “U Mobile” means U Mobile Sdn. Bhd. Registration No. 199101013657 (223969-U).
  14. "You" or "your" means you, our customer whose application is accepted by us.

 

 

 

Version: 19 December 2023

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