Terms & Conditions

*Note: the speed of the Plans offered are measured up until the CPE only.

2. 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/fbb.

 

7. Deposit, Charges and Billing
   1. Deposit
      A deposit of RM500.00 per Plan will be required from non-Malaysians.
   2. Charges
      
      1. Advance Access Fee
         
         
         1. An Advance Access Fee (which is the amount equal to the Monthly Fee) is charged in advance to your account and will be shown in your first month’s bill.
         2. If you do not pay your bill by the due date, this Advance Access Fee may be used to offset any outstanding charges.
            
         3. Upon set off or deduction, we may also require you to pay a further advance fee in an amount that we determine. Any remaining balance of the Advance Access Fee will be refunded to you without interest if you terminate any plan under the Service provided all outstanding charges have settled.
      2. Pre-Installation Charges
         
         
         1. If you cancel your installation appointment upon receipt of the appointment confirmation from us, you must remit the following rescheduling and cancellation charges:
             

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.
    

3. Technical Support Charges
   
   You must remit the following charges for any on-site technical support provided for and in relation to the Service which will be reflected in your monthly bill:
    

4. Termination Fees
   1. Early Termination Fee
      
      If the Service is terminated prior to the expiry of the Minimum Contract Period, you must remit the following early termination fees which will be reflected in your final monthly bill (“Early Termination Fee”):

2. Termination
   
   If the Service is terminated after expiry of the Minimum Contract Period, you must remit the following fees which will be reflected in your final monthly bill:

5. Plan Upgrade
   
   If you wish to upgrade your existing Home Fibre 100 Mbps and Home Fibre 500 Mbps Plan to the Home Fibre 1 Gbps Plan, we will charge a new router installation charge as follows:
    

6. Installation Charges
   1. As part of the Service, we will provide fibre connectivity to your Premise according to our standard installation (“SI”) works described in the table below at no additional charges and if the installation at your Premise falls within the non-standard installation (“NSI”) scenario which includes additional works, the additional charges as described below shall apply:
       

2. The fibre connectivity at your Premise will be provided in the following manner:
   1. for high rise premises, from the main distribution frame room to the ONU at your Premise; and
   2. for landed premises, from the nearest on-pole or on-ground FDP to the ONU at your Premise.
       
3. In addition to the NSI charges provided under Paragraph (f)(i) above, if any additional work is required or is requested by you for the purpose of the installation, the additional work provided will be subject to the following charges:
   
   NSI Rate Card for additional works
    

4. The NSI charges under Paragraph (f)(i)  and the additional work charges under Paragraph (f)(iii) above will be advised by the Installer before installation work begins and shall be paid by you directly to the Installer. If there are any discrepancies between the NSI charges and additional work charges advised by the Installer and the NSI charges and additional work charges published on our website, the NSI charges and additional work charges published on our website will take precedence.
    

8. Device Requirement
   
   To obtain access to the Service, 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. 
   
   
9. Equipment and Warranty Period
   
   

   1. As part of the Service, we will provide the following equipment which will be installed at your Premises and comes with the warranty period specified in the table below (“Equipment”):

2. During the warranty period specified in Paragraph I(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.
   
   
3. 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.
       
4. If the ONU and or CPE is damaged due non-manufacturer defect, any repair work to the ONU or CPE or replacement of the ONU or CPE will be chargeable to you based on the rates specified under Paragraph G(2)(c). 
   
   
5. You are responsible to maintain the ONU and CPE in good working condition (fair wear and tear excepted).
    

10. Equipment Return
    
    
    1. The Equipment provided under the Service, which must be returned in accordance with the following timelines:

2. You must make an appointment for the Equipment collection by calling our contact centre at 018 388 1318.
   
   
3. You must make sure that any Equipment returned by you is in good working condition, particularly:
   
   
   1. you must ensure that the Equipment does not have any physical crack or any intentional damage);
   2. you must ensure the Device comes with its full set together with its power supply; and
   3. you must ensure that the Equipment does not have any missing, disassembled, customised, or non-original parts.
4. We may at our sole discretion decide whether the Equipment can be accepted, accepted at an additional charge or not accepted at all by us.
    

11. Registration
    
    
    1. Registration for the Service can be done at our service centres or via our website at u.com.my/fbb
       
       
    2. We will contact you within 5 business days from the submission of application for the Service via our website or through one of our service centres on the acceptance or rejection of your application, along with setting up and installation appointment.
       
       
    3. We may accept or reject your application to register for the Service at our sole discretion.
        
12. Installation
    
    
    1. The installation of Service at your Premises must be scheduled between 9.00am to 6.00pm (Monday to Friday); and between 9.00am to 1.00pm (Saturday). No installation will be done on Sundays, gazetted public holidays or state holidays following the state of Selangor.
       
       
    2. We will notify you of your Equipment appointment installation date with the Installer. The Installer may also provide the installation date reminder via call before the Installer’s arrival at your Premise.
       
       
    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. Failed Installation Attempt
       
       A maximum wait time of 60 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 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 charges provided under Paragraph G(2)(b).
       
       
    5. Rescheduling Installation Appointment
       
       1. Rescheduling after confirming an appointment is allowed, but you must call our contact centre at 018 388 1318 and inform us at least 4 business days before the scheduled installation appointment failing which the rescheduling charges as provided under Paragraph G(2)(b) will apply.
          
          
       2. You may reschedule your installation appointment up to a maximum period of 6 weeks from the date of your application for the Service. If you attempt to reschedule your installation appointment upon expiry of the 6-week period, we may at our discretion refuse to provide the Service to you.
           
    6. Cancellation of Installation Appointment
       
       You may cancel your registration for the Service at no extra charges by informing us at least 4 business days before the scheduled date of installation failing which the cancellation charge as provided in as provided under Paragraph G(2)(b), shall apply.
        

13. Service Acceptance Test and Billing
    
    
    1. We will perform a service acceptance test (“SAT”) upon the completion of Equipment installation. The SAT is to test and validate that Internet access has been established through the use of the Service and the Equipment installed. It is advisable that you have a LAN or Wi-Fi enabled device or on hand for the SAT, failing which our Installer will use a device belonging to the Installer.
       
       
    2. Upon successful completion of the SAT, you will be asked to sign an acknowledgment that the SAT has been successfully completed which signifies the service activation date (“Service Activation Date”)
       
       
    3. Your monthly Service charges will be prorated in the first month of the Service Activation Date up to the end of the first billing period. Thereafter, your monthly Service charges are payable for each full monthly billing period in advance. If the Service is terminated before the end of your billing period your monthly data charges will be pro-rated.
        
14. Plan Modification
    
    
    1. You can call our contact centre at 018 388 1318 to request for a Plan upgrade from your existing Plan to a faster Plan at any point of during or after your Minimum Contract Period. There will be no additional months added to your Minimum Contract Period if your existing Plan is upgraded during the Minimum Contract Period.
       
       
    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. In addition to the charges specified in Paragraph G(2)(e), we may impose additional charges for CPE upgrades, or due to other promotional terms and conditions from your previous or new Plan.
       
       
    3. Within the Minimum Contract Period, you cannot:
       
       
       1. downgrade your Plan;
          
          
       2. request to relocate the Service; or
          
          
       3. perform a transfer of ownership for the Service.
           
    4. Any request to downgrade your Plan, relocate the Service 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.
       
       
    5. 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.
        
15. 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 shall not be 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.

    
    
16. Suspension and termination
    
    

    1. If your Service has been suspended due to non-payment of outstanding bills, the monthly recurring fees 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.

    2. 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 Ultra Unlimited Wireless Broadband service at an equivalent price or market rate.  

    3. You may contact our Customer Service via 018 388 1318 or walk-in to our service centres to request for termination of the Service. If you opt to terminate the Service prior to the expiry of the Minimum Contract Period, you are liable for the Early Termination Fee specified under Paragraph G(2)(d) and any unpaid charges for the Service.

    4. This Service will continue until terminated by you or us according to these terms or the Terms of the Postpaid Service.

Version: 18 August 2022