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Frequently asked questions

  • What is ULTRA5G?
    ULTRA5G , the new brand name for U Mobile’s 5G experience, is powered by our next generation 5G network. Its features include:
    • The most advanced technology
    • Maximum spectrum efficiency to support consumer and enterprise requirements
    • Enterprise-grade service performance
    • Seamless experience between 4G and 5G
    • AI-driven intelligent network designed to meet evolving consumer and enterprise needs for data and future technologies
  • How is ULTRA5G different from U Mobile’s current 5G?
    The ULTRA5G experience is powered by U Mobile’s next generation network to deliver advanced 5G SA (Standalone) capabilities, including network slicing, improved speeds, lower latency, 2x capacity, higher reliability, and support for new enterprise use cases
  • When will ULTRA5G be available to the public?
    ULTRA5G will be progressively rolled out in key outdoor and indoor locations starting from Q3 2025, beginning with Berjaya Times Square, our first ULTRA5G IBC site. 
  • Do customers need a new SIM card to access ULTRA5G?

    No, you do not need a new SIM card to connect to ULTRA5G. Customers will be able to connect to the ULTRA5G network as long as they:

    • Have a supported 5G-enabled phone
    • Are within coverage of the ULTRA5G network
    • Are on a 5G-enabled rate plan (both Prepaid and Postpaid)
  • Do customers need to upgrade their existing plans to access ULTRA5G?
    If customers are currently on a legacy plan that is not supporting 5G, they can upgrade to any of our currently available 5G prepaid or postpaid plans, subjected to the existing plan’s terms and conditions.
  • Which devices are compatible with ULTRA5G?
    Most iOS and Android devices in Malaysian market will be able to access ULTRA5G.
    Please note this list is non-exhaustive and will be updated from time to time: Samsung Galaxy S25, Samsung Galaxy S25+, Samsung Galaxy S25 Ultra, Samsung Galaxy S24, Samsung Galaxy S24+, Samsung Galaxy S24 Ultra, Samsung Galaxy S24 Fe, Samsung Galaxy Z Fold 6, Samsung Galaxy Z Flip 6, Samsung A55 5G, Samsung A35 5G, Samsung A34 5G, Samsung A25 5G, Samsung A15 5G, Samsung Galaxy Tab S10+, Samsung Galaxy Tab S10 Ultra, Samsung XCover 7, Find N5, Find X8, Find X8 Pro, Reno 13 Pro, Reno 13, Reno 13F, Vivo X100, Vivo X100 Pro, Vivo X80, Vivo X80 Pro, Vivo Y100 5G, Vivo Y78, Vivo Y36 5G, Vivo Y27 5G, Vivo V30, Vivo V30 Pro, Vivo V40, Vivo V40 Pro, Vivo V40 Lite, Vivo V50, Vivo V50 Lite, Vivo Y28s, Vivo V29, Vivo X200, Vivo X200 Pro, Vivo Y29s, Vivo Y39, 14X 5G, GT7 Pro, 13 Pro+, Honor Magic 7 Pro, Xiaomi 14T, Xiaomi 14T Pro, Redmagic 8 Pro, Redmagic 8S Pro, Redmagic, 9 Pro, Redmagic 9S Pro, Redmagic 10 Pro, Z60 Ultra, nubia Flip 5G, nubia Neo 2 5G, nubia Focus 5G, nubia Focus Pro 5G, ZTE Blade A75 5G, Z9X, Z7, Z9, Z10, Z10 Turbo Pro
  • Will compatible phones connect automatically to ULTRA5G?

    Yes, existing customers will be able to connect to ULTRA5G network as long as customers:

    • 1. Have a supported 5G-enabled phone
    • 2. Are within coverage of ULTRA5G network
    • 3. Are on a 5G enabled rate plan (both Prepaid as well as Postpaid plans)
  • How can customers check if they are connected to ULTRA5G?
    Customers will be able see “UM ULTRA5G” on the phone’s network name display (commonly located on the top left corner of the phone’s display)
  • Will existing customers be upgraded to ULTRA5G automatically?

    Yes, existing customers will be able to connect to ULTRA5G network as long as customers:

    1. 1. Have a supported 5G-enabled phone
    2. 2. Are within coverage of ULTRA5G network
    3. 3. Are on a 5G enabled rate plan (both Prepaid as well as Postpaid plans)
  • Is ULTRA5G available to both postpaid and prepaid customers?
    Yes, all current prepaid and postpaid plans are 5G enabled and can connect to ULTRA5G, subjected to coverage and device.
  • What happens if a customer travels outside ULTRA5G coverage areas?
    Customers will either fall back on 5G or 4G network, depending on which network is available at the customer’s location. The transition is seamless and will not interrupt your usage experience.
  • Do customers have to pay premium for ULTRA5G?
    No, as long as the customer’s plan is 5G enabled, there is no additional cost
  • Why is ULTRA5G not showing on my phone when I have a 5G plan?

    There could be a few possibilities:

    1. 1. Customers are not within the coverage of ULTRA5G, or still getting good coverage on 5G network to initiate a switch to ULTRA5G
    2. 2. Customers might have turned off 5G mode on their phone, have an incompatible 5G phone or using a non-5G enabled phone
    3. 3. To connect to ULTRA5G, customers can try restarting their phone or turning on airplane mode before reconnecting again.
  • Where can I find in-building ULTRA5G?
    Malls – Hypermarkets Malls – Shopping Centres Hotels / Convention Centres / Events Offices Hospitals Airport / Transport Residential
    1. Lotus's Bandar Bukit Tinggi
    2. Lotus's Bercham Ipoh
    3. Mydin Terengganu
    4. Mydin Seremban 2
    5. Giant Sect13 Shah Alam
    6. AEON Mahkota Cheras
    7. AEON Big Hybrid Shopping Centre Ipoh
    1. Berjaya Times Square
    2. Bangsar Village 1
    3. Bangsar Village 2
    4. Sunshine Bertam Mall
    5. Sunshine Square
    6. Kota Bahru Mall
    7. Subang Parade
    8. All Season Place Penang
    9. East Coast Mall
    10. TRX Mall
    11. IOI City Mall Phase 2
    12. Festival Mall
    13. Empire Subang
    14. Utropolis Mall Glenmarie (KDU University College)
    15. Bangsar Shopping Centre
    16. The ZON Johor
    17. Sunway Pyramid
    18. Imago Mall
    19. IOI Mall Puchong
    20. PKNS Shah Alam
    21. Star Avenue Lifestyle Mall
    22. The Place USJ
    23. Wangsa Walk
    24. KL Gateway Mall
    1. Mandarin Oriental
    2. Cititel Mid Valley
    3. Dewan Perdana Felda
    4. Langkawi International Convention Centre
    5. Putrajaya International Convention Centre
    6. Axiata Arena
    7. Le Meridien Putrajaya
    1. KL Eco City Strata Office
    2. Ministry of Communications
    3. Galeria PJH, Putrajaya
    4. Menara PJH, Putrajaya (Ministry of Digital)
    5. Plaza Berjaya
    6. MCMC
    7. Menara PJX
    8. Kompleks Tabung Haji Putrajaya
    9. PTTC, Perak
    10. Mayland Square Putrajaya
    11. Wisma Cosway
    12. Putrajaya Parcel E4 E5
    13. Quill 18 Cyberjaya
    14. Wisma RTM
    15. Dijaya Plaza
    16. Ministry of Education
    17. Menara MITI
    18. Attorney General’s Chambers of Malaysia
    19. Wisma Darul Iman
    20. Plaza 33 PJ
    21. Menara Bumiputera Commerce
    1. KPJ Tawakkal
    2. Assunta
    3. Gleneagles KL
    4. Damansara Specialist Hospital 2
    5. Pantai Ampang
    6. KPJ Shah Alam
    7. Pantai Cheras
    8. KPJ Ampang Puteri
    9. Pantai Bangsar
    10. KPJ Klang
    1. Kota Kinabalu International Airport
    2. Langkawi Airport
    3. Penang Sentral
    4. Salak South Integrated Transport Terminal
    5. KLIA1
    6. KLIA2
    7. Terminal One Seremban
    1. Berjaya Times Square Apartment