Fibre Broadband
Yes, we will require you to grant our installer access to your home, and sign off a form confirming that installation is complete, and your home is successfully connected to our Home Fibre Broadband network.
Yes, but we waive charges for basic installation, which will be the shortest route from the fibre distribution point to the nearest entry wall, followed by 10 metres of cabling into your home to connect your ONU (fibre modem) and WiFi Router. See examples below.
Additional requirements, such as requests to enter via a different wall, extra internal cabling, or setting up your smart home devices will incur additional charges. The cost for these requests will be advised by the installer before any work begins, and these charges will be payable directly to the installer.
INSTALLATION SCENARIO
| LANDED PREMISES | |
|---|---|
| Fibre Distribution Point (FDP) from Pole | |
| Pole straight to entry wall | Standard Installation Fibre Wall Socket installation and 2-metre fiber patch cord CAT 5E from ONU to WiFi Router Setup and configuration of ONU and Router |
| Pole to entry wall via underground and surface cabling | Non-Standard Installation RM300 : First 10 metres RM10 : Every subsequent metre after 10m |
| Fibre Distribution Point (FDP) on the Ground | |
| Cable is blocked outside customer's compound | Standard Installation Fibre Wall Socket installation and 2-metre fiber patch cord CAT 5E from ONU to WiFi Router Setup and configuration of ONU and Router |
| Cable is blocked within customer's compound | Non-Standard Installation Installation via surface cabling >RM300 : First 10 metres >RM10 : Every subsequent metre after 10m |
| HIGH RISES | |
|---|---|
| Pre-Laid Fibre (Fibre already built into the apartment) |
Standard Installation Plug in from Fibre Wall Socket 2-metre fibre optic patch cord CAT 5E from ONU to WiFi Router Setup and configuration of ONU and Router |
| Non Pre-Laid Fibre (Fibre to be pulled from riser) |
Standard Installation 25-metre fibre optic drop cabling (point of entry to ONU) with surface cable clip Fibre Wall Socket installation and 2-metre fiber patch cord CAT 5E from ONU to WiFi Router Setup and configuration of ONU and Router |
Additional non-standard installation (NSI) costs may occur if the you request for customised fibre routing due to complicated home layout or for aesthetic purposes.
NSI charges will be listed for your agreement by the installer before any work begins, and charges will be payable directly to the installer.
| NON-STANDARD INSTALLATION | |
|---|---|
| Additional SMF Patch Cord | RM15 per 2 metres |
| Fibre Connecter or Fibre Wall Socket | RM10 per unit |
| Supply and install CAT 5E cabling from ONU to router with / without PVC surface casing | RM10 per metre |
| Supply and install new drop fibre cable from nearest FDP or riser to the point of entry (customer request) | RM300 per unit |
| Installation of drop cable requiring minor civil work (drilling) within customer's premises | RM50 per port |
| Configuration and troubleshooting customer's own WiFi connection, PC or Laptop | RM80 per hour |
| Tech support services on customer's own equipment; Smart TV, CCTV, PC, Laptop, Router | RM80 per hour, capped at RM300 per day |
We provide symmetrical download and upload speeds for all our Home Fibre Broadband subscriptions
There are several factors that will affect your speed, including (but not limited to):
- The device connecting via WiFi (older devices may not achieve higher speeds)
- The WiFi frequency your device is connected to (5Ghz is faster than 2.4Ghz, but covers a smaller area)
- The total simultaneous connections to the router
- The distance and number of walls between your device and router
- Wireless interference from routers and devices in your immediate neighbours’ unit
Because we think you’re awesome, we’re throwing in a complimentary back up data SIM card so that you can continue accessing the Internet should there be any network interruptions to your Home Fibre Broadband!
This SIM card cannot be used for making voice calls or sending SMS, and will only be allocated with a data quota when you face network disruptions to your Home Fibre Broadband service.
Call our support team at 018 388 1318 to report network disruptions, we will allocate 15GB data for your immediate use. This quota will be valid for 3 days, and all 15GB can be utilized as hotspot data.
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How do I pay my bill?
We have several payment options for your convenience:
- Online Portals (MyUMobile App, Self Care Portal, Online Bill Payment)
- Auto Debit (Visa, Mastercard or American Express)
- e-Wallet (GoPayz, Touch ‘n Go, Boost, GrabPay)
- Banking Channels (CIMB Clicks, Maybank2U, JomPay)
- Walk in Payments (U Mobile Store, Pos Malaysia, e-pay terminals, Mobility One terminals)Follow this link more details: https://www.u.com.my/support/selfhelp/bill-payment-methods
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What happens if I do not pay?
The Home Fibre Broadband service will be suspended after the billing due date on your bill, and non-payment continues, the service will be terminated.
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What happens if my Home Fibre Broadband account has been suspended?
You will need to make full payment for the outstanding amount to continue enjoying the service. Note that even when the service has been suspended due to non-payment, the monthly service fee will continue to be charged.
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How long will it take to reactivate my Home Fibre Broadband service after paying?
Service will resume within 2 business days from receipt of your payment.
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Can I upgrade my Home Fibre Broadband package?
Yes, you can. Upgrading within your contract period will not extend your contract. Call us at 018 388 1318 to request for an upgrade. Your first monthly bill after the upgrade will be prorated accordingly.
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If I upgrade within the promo period, will I still enjoy the 50% discount?
Yes, if you are still actively subscribing to an eligible postpaid plan.
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Will I be offered a new router if I upgrade to the 1Gbps package?
Yes, there will be a router upgrade. There will be a RM150 fee for our technician to deliver and install your new router.
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Can I downgrade my Home Fibre Broadband package?
For the moment, you will not be able to downgrade your Home Fibre Broadband package.
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Can I relocate the service to another premise?
For the moment, relocation of service is not allowed.
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Can I transfer the ownership of the service to another person?
For the moment, transfer of ownership is not allowed.