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|Type of Plan||Home Fibre 100 Mbps||Home Fibre 500 Mbps||Home Fibre 1 Gbps|
|Download Speed*||100 Mbps||500 Mbps||1 Gbps|
|Upload Speed*||100 Mbps||500 Mbps||1 Gbps|
|Monthly Fee||RM 129||RM 199||RM 299|
|Minimum Contract Period||24 months from the Service Activation Date|
*Note: the speed of the Plans offered are measured up until the CPE only.
|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|
|On Site Technical Support|
|Appointed Service installer (“Installer”)’s visit to your Premises||RM 150 per visit|
|Replace / Repair ONU||RM 500 per ONU|
|Replace / Repair CPE (100Mbps & 500Mbps router)||RM 180 per CPE|
|Replace / Repair CPE (1Gbps router)||RM 500 per CPE|
|Cable / socket replacements, technical configuration, troubleshooting||The charges applicable will be notified by the Installer upon inspection of your Premise.|
|Cancellation During Installation of the Equipment|
|Early Termination Fee||RM 500
|Cancellation After Installation of the Equipment|
|Early Termination Fee||RM 500|
|Fee for Installer to retrieve equipment||RM 150|
|Missing or Damaged ONU||RM 500|
|Missing or Damaged CPE (100Mbps & 500 Mbps router)||RM 180|
|Missing or Damaged CPE (1Gbps router)||RM 500
|Termination after the Minimum Contract Period|
|Installer to retrieve equipment||Waived|
|Missing or Damaged ONU||RM 500
|Upgrading to Home Fibre 1Gbps Plan|
|Installer to deliver, install and configure 1Gbps router||RM150|
|New 1Gbps CPE||Waived|
|Category||Standard Installation (“SI”)||Non-Standard Installation (“NSI”)|
(Fibre distribution point (FDP) on Pole)
|Pole straight to entry wall
||Pole to entry wall via underground and surface cabling
(FDP on Ground)
|Cable is blocked outside your Premise
||Cable is blocked within your Premise
Installation via surface cabling
(Non Pre-Laid Fibre)
|Type of Work||Rate|
|Additional SMF Patch Cord||RM 15 per 2 metres|
|Fibre Connector or Fibre Wall Socket||RM 10 per unit|
|Supply and install CAT 5E cabling from ONU to CPE with or without PVC surface casing||RM 10 per metre|
|Supply and install new drop fibre cable from nearest FDP or riser to point of entry (Upon your request)||RM 300 per unit|
|Installation of drop cable requiring minor civil work (drilling or cut open wall or ceiling) within your Premise||RM 50 per port|
|Configuration and troubleshooting your own WiFi connection on PC or laptop||RM 80 per hour|
|Configuring and troubleshooting your device (e.g. Smart TV, CCTV, PC, Laptop, custom Router, Smart Home Devices)||RM 80 per hour, capped at RM 300 per day|
|Installation of drop cable via roof for landed property higher than a single storey||RM 100|
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”):
|Equipment||1 unit of ONU||1 unit of CPE|
|Duration of warranty against manufacturer defect||Lifetime||Covered within Minimum Contract Period|
|Termination Period||Within the Minimum Contract Period||Upon expiry of the Minimum Contract Period|
|ONU||To be returned upon termination of Service||To be returned upon termination of Service|
|CPE||To be returned upon termination of Service||Need not be returned|
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.
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.
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.
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.
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
If you require further assistance, you can get in touch with us via the following channels.
Reach out to us through the MyUMobile App.
Drop us your message on Messenger.
Tweet us your enquiries and we will get back to you as soon as we can!