Terms & Conditions

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.
4. 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:

4. 2. 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.
   3. 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.
5. 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.
6. 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.
7. 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”):