H. Termination and Suspension
- 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.
- You may walk-in to our U Mobile Premier Dealer and U Mobile Service Centre for termination of the Service.
- 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.
- 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.
- 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.
- 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
- 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.
- If you upgrade your Plan, your monthly bill will reflect a prorated amount comprising of charges for both your previous Plan and new Plan.
- 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.
- 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).
- Within the Minimum Contract Period, you cannot:
- downgrade your Plan; or
- perform a transfer of ownership for the Service.
- 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.
- 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
- “Active” means your subscription to U HOME FIBRE plan is ongoing, with no outstanding amount due and is not barred or suspended.
- “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.
- “Business day(s)” means any day other than Saturday, Sunday and public holidays in Kuala Lumpur, Malaysia;
- "CPE” means the customer premise equipment or your WiFi router;
- “Early Termination Fee” has the meaning given to it in Paragraph H(3) above;
- “Equipment” includes the ONU and the CPE to deliver Internet over LAN and WiFi.
- “Installation Completion Date” means the date when you can use the Service;
- “Installer” means U Mobile’s appointed service installer for the installation of the Service;
- “Plan” refers to the specific plan to which you subscribe under the Service;
- “Minimum Contract Period” means the 24 months period or such other period as may be determined by us from time to time;
- “Monthly Fee” means the monthly fee that you are required to pay for your Plan;
- "ONU” means optical network unit;
- We" or “us” or "our" or “U Mobile” means U Mobile Sdn. Bhd. Registration No. 199101013657 (223969-U).
- "You" or "your" means you, our customer whose application is accepted by us.
