ULTRA Home 5G Pro Terms & Conditions

A. General

1. ULTRA Home 5G Pro bundle plan (“Bundle Plan”) is an internet access service that comes with a 5G-Advanced Wi-Fi 7 Router (“Service”) offered by U Mobile. By subscribing to the Bundle Plan, our Privacy Notice and these terms and conditions will apply (collectively, the “Terms”), all of which are available on www.u.com.my.

2. 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.
 
B. Service Description

1. The Bundle Plan is a data service bundled with 5G router (with base data of 2000GB) (“FUP Limit”) which provides access to the Internet and related services. The Service is subject to 4G and 5G network availability The Service is only available at selected coverage areas. You can check if your area is within the Service coverage area by visiting u.com.my/.

2. The Bundle Plan is only applicable for domestic usage and will not be available when you are roaming overseas. Data consumption is counted in MB increments. Non-data use (voice, SMS/MMS, video calls, content subscription services, roaming and international call services) is not available in your Bundle Plan.

3. The Bundle Plan is applicable for hotspot and non-hotspot usage.

4. The Bundle Plan is subject to our Fair Usage Policy (“FUP”) as defined in paragraph 6 below. Upon reaching the FUP Limit, the speed will be reduced to 512kbps. There is no quota limit for browsing on reduced speed.

5. The Bundle Plan is available for use in West Malaysia only. However the Bundle Plan can be used in East Malaysia (Sabah, Sarawak and the Federal Territory of Labuan) with the base data of 2000GB only. The features of 8x8 MIMO and Game Turbo will not be applicable in East Malaysia (Sabah, Sarawak and the Federal Territory of Labuan).
 
6. Acceptable use of the Services/FUP

6.1 Our network is a shared resource, and we want to ensure all our subscribers are able to access our services. You must use the Services responsibly and appropriately so as not to affect the usage of our other subscribers.

6.2 You agree you will not use the Services:

(i) to perform any activity which may adversely affect our Services or other subscribers' use or access to the Services or to other services that we provide;

(ii) which can compromise the security or tamper with our system resources or accounts on our systems, or at any other site accessible via our systems;

(iii) inappropriately or unfairly, or affect the experience of other subscribers or cause us loss, for example, using the Services to resell, consuming unusual or excessive bandwidth, or accessing services which are prohibited under these Terms and Conditions or using unauthorised devices;

(iv) in a manner which affects the security of your own devices that are directly or indirectly connected to our network; or

(v) for anything which isn’t standard person to person communication.

6.3 If you are in violation of clause 6 or our FUP or if you exceed any FUP quota set out in the Bundle Plan, we may, at our option and discretion and without prejudice to our other rights and remedies:

(i) have your bandwidth managed which includes reducing your speed,

(ii) suspend or terminate the Service(s); or

(iii) charge you our prevailing pricing plan (with or without notice as we consider appropriate).

C. Eligibility

1. To be an account holder you must be at least 18 years old.

2. We are not responsible for any Internet content that may be obtained via the Bundle Plan. You must ensure that the software you used with the Bundle Plan is properly licensed. You must not resell, share, or otherwise distribute the Bundle Plan to a third party.

3. You are allowed to perform Change Rate Plan (CRP) from your existing U Home 5G, U Home 5G Borneo, ULTRA Home 5G (previously known as U Home 5G) or ULTRA Home 5G Borneo plans to the Bundle Plan provided that you do not have any ongoing Wireless Broadband 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.

4. You are not entitled to perform the CRP from the Bundle Plan to other U Mobile products including mobile prepaid and mobile postpaid.

5. You are not eligible for the Bundle Plan if you have any outstanding payments with us.

6. The Bundle Plan consists of ULTRA Home 5G Pro data plan together with one (1) compatible 5G-Advanced WiFi 7 router (“Device”).

7. Your eligibility will be subject to credit check result and any other eligibility criteria determined by U Mobile at its sole discretion.

8. You are eligible for the Device payment and rebate options based on the assigned credit tier, with the applicable upfront payment, contract commitment and rebate arrangement determined by the selected contract tenure.

9. U Mobile reserves the right to change the eligibility criteria for the Bundle Plan from time to time.

10. Transfer of ownership of the Bundle Plan is allowed subject to eligibility requirements.

11. You are not allowed to port your mobile number from another service provider to this Bundle Plan.

D. Duration

1. Your subscription to the Bundle Plan is subject to a 24-month commitment period (“Commitment Period”) effective from the Bundle Plan activation date.

E. Deposit, Upfront Payment and Device Fees

1. For non-Malaysians, a RM500 deposit is required for the Bundle Plan.

2. Based on eligibility, Upfront Payment may be charged during registration.

3. The Upfront Payment will be rebated against your monthly bill for the duration of your Commitment Period and you will be required to pay the remaining balance of the bill.

4. For CRP subscribers from ULTRA Home 5G / U Home 5G and ULTRA Home 5G Borneo / U Home 5G Borneo plans, you are required to make an Upfront Payment upon registration of the Plan.

F. Monthly Fee

1. The pricing table for the data plans under the Bundle Plan is set out on our website at u.com.my U Home 5G | Unlimited Wireless 5G Broadband | U Mobile. If your pricing plan sets out a maximum amount of data that you can use to download and upload, any unused data allowance expires each month or day (depending on your data plan) and cannot be rolled over for use and will be forfeited.

2. Your first month data charges will be prorated. For following month, your monthly data charges are payable for each full monthly billing period. If the Plan is terminated before the end of your billing cycle, your monthly data charges will be pro-rated.

3. You must pay the Monthly Fee in full even if you do not use the Bundle Plan to the full value of the Service for the month, and no part of the Monthly Fee will be carried over to the following months. Any usage exceeding the Monthly Fee will be billed to you on monthly basis. Monthly Fee may be used interchangeably with Access Fee or Monthly Access Fee in www.u.com.my or in your bill.

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.
 
G. Experience

1. Your actual download speed and data capacity based on your pricing plan may vary and are affected but not limited, by your distance from our 4G or 5G mobile network tower, the capacity of our mobile tower, the source of your download, your handset type and quality, your hardware and software and the general Internet traffic.

2. You are responsible for monitoring your own data use. Any usage meter which we make available for checking your data allowance balance is provided as a convenience to you. The usage shown in the usage meter is an indication only and is not the actual amount. Your actual usage will be recorded in your monthly bill. You may download the MyUMobile App to view your data usage.

3. For full experience and utilisation of the features and benefit of ULTRA Home 5G Pro, you must use the Device offered under the Bundle Plan.

4. We may monitor your account to ensure you are complying with the Terms and Conditions. We will investigate misuse of the Bundle Plan. If we find that you have misused the Bundle 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 as a result of your misuse.

5. 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.

H. Disclaimer

1. 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 the Device, the number and types of devices connecting to the Device, 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. (“your device”) refers to your handphone, laptop or tablet to connect to our service via the Device that we supply to you).

2. 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.

I. Equipment and Warranty

1. The Device is subject to stock availability during the registration of the Bundle Plan.

2. The image(s) shown on our website or promotional materials are for illustration purposes only and may not be an exact representation of the Device. We reserve the right to change the Device models with a device of comparable capability.

3. The warranty period for the Device is throughout the Commitment Period.

4. During the warranty period, if the Device is proven to be defective or your Device fault claim is proven to be due to manufacturer’s defect, we will replace the Device (1-to-1 exchange) without any additional cost imposed to you and subject to stock availability.

5. We reserve the right to verify the Devices submitted for warranty replacement. If we find the Device to still be functional or have been tampered with in any way, we may impose a Device replacement fee equivalent to the price of a new Device.

6. The Device warranty does not cover the following incidents:

a. damage, lost, stolen or defects to the Device caused by any act, omission, misuse, negligence, serial number removed or defaced;

b. the Device’s network operator-lock function has been deactivated; or

c. other acts beyond our reasonable control.

7. You may visit your nearest U Mobile service centres listed in Store Finder if you have any issues with the Device.

J. Termination and Suspension:

1. The Bundle Plan will continue until terminated by you (except where you have subscribed to an add-on data plan where the Bundle Plan continues until your data allowance expires or is used up, whichever occurs earlier) or until terminated by us according to the Terms and Conditions.

2. If the Bundle Plan is terminated prior to the expiry of the Commitment Period, you are required to pay the balance charges for the remaining months of the Commitment Period (“Early Termination Fees”) and any unpaid charges for the Bundle Plan. The calculation of the Early Termination Fees is as follows:

Early Termination Fees = [(Device Recommended Retail Price (RRP) / Total Commitment Period (Months) x Remaining Months in Commitment Period] – Remaining Unrebated Upfront Payment

The remaining number of months will be deemed to include the month during which you terminated your Bundle Plan.

3. The Device provided under the Bundle Plan, will belong to you and is not required to be returned to us even if the Bundle Plan is terminated.

4. You may walk-in to our U Mobile service centres to request for termination of the Bundle Plan.

5. If your service has been suspended due to non-payment of outstanding bills, the monthly fee of ULTRA Home 5G Pro plan will continue to be charged. We may notify you prior to the termination of the service if your non-payment continues. We may re-activate the Bundle Plan after you have paid the outstanding charges. We may block or restrict the use of the Device during the Commitment Period if your service been suspended due to non-payment.

6. We may block or restrict the use of the Device during the Commitment Period if we suspect or find that you have committed fraud.

7. If your Device is blocked due to fraud or suspected fraud, you may be requested to contact U Mobile’s customer service for further instructions.

8. You remain liable for the monthly fees of ULTRA Home 5G Pro plan if you lose your Device, if your account is barred or suspended, or if your use of Device is blocked, for any reason.

9. We reserve right to cease, alter, cancel, suspend or substitute the Bundle Plan at any time without prior notice. We may provide reasonable advance notice of such changes. 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 Bundle Plan, we shall endeavour to offer you a comparable service from our product range at an equivalent price or market rate.

Date: 8 October 2026