TM Unifi Service Manual

1

Important Aspects Of Your UniFi Service That You Should Understand

Optimising Internet Access Connectivity

1. UniFi is a wired High Speed Broadband service.

2. UniFi service comprises a triple-play offering of Phone, High Speed
Internet and IPTV (HyppTV).

3. The wired connection (RJ45 cable) from your desktop PC/laptop
to the RG* will ensure that you get OPTIMUM high speed Internet
access connectivity.

4. As an additional benefit for your convenience, the RG also comes
with wireless (WiFi) ability, however, if you want to maximise this
ability, please observe the following:

a. Position your RG in a central position and minimise any obstacles

around it – better still, place your PC/laptop closer to the RG.

b. Reduce the number of users who are accessing the Internet at any

one time.
c. Check your PC configurations so that they are configured correctly.
d. Update your firmware or network adaptor driver.
e. Upgrade 802.11b/g devices to 802.11n models.

PLEASE READ - IMPORTANT

2

3

f. Switch off any other wireless electrical/electronic devices to

minimise wireless interference.
g. Move your RG off the floor and away from walls & metal objects.
h. If required, switch off your PC and RG for 30-60 seconds and restart.

*RG – Residential Gateway

Please note once again, the wired connection (RJ45) cable that is
connected from your desktop PC or laptop to the RG still offers the best
Internet bandwidth access connectivity speed.

UniFi Ser vice Installation

1. UniFi service contract will be for 24 months.

2. TM will not provide concealed wiring and the homeowner will be

responsible to arrange this at the owner’s own cost.

3. All equipment provided comes with a 1-year warranty.

UniFi Fees & Charges

1. A standard installation fee of RM200 will be imposed.

2. Any accessories or additional cabling that may be required beyond

what is provided via the standard installation package will be
subjected to a charge. (Please refer to the table of charges related
to UniFi installation on pages 62 & 63).

3. Any installation appointment that is cancelled or postponed less
than 24 hours of the scheduled appointment will be subjected to
a RM200 penalty fee. Re-appointment will be subjected to slot
availability and a RM200 installation fee will still be imposed.

4. A fee of RM8 per month will be imposed on any request for hard­copies of bills. This will be effective once the TM Customer Online
Portal becomes available.

5. Any package downgrade will be subjected to a RM200 fee.

6. All calls to TM’s UniFi call centre, 1-300-88-1222 / 1221 will be
subjected to a charge of 8 sen for the 1st two minutes and 4 sen per
minute subsequent as this is a regulated service.

UniFi HyppTV

1. As of 1 November 2010, UniFi’s HyppTV service will provide two sets
of channels – FREE Channels and Premium Channels which are
av ailab le on an ‘a -la car te’ b asis for a small nominal fee per cha nnel
– just pay for what you want to watch only.

(The fee structure is available on the TM’s website)

4

5

TM’S UniFi SERVICE

TM’s UniFi service offers bandwidth delivered at broadband speeds of
5Mbps and above. This high speed bandwidth will be delivered to homes
via fibre technology. Fibre technology is able to transmit data with
better quality transmission at speeds far exceeding current broadband
technology. With bandwidth being provided at such high speeds,
UniFi will definitely bring a whole new digital lifestyle experience to
Malaysians. It will open up greater opportunities and provide access
to rich content like never before in entertainment, gaming, education,
business, work, health, communications, services and much more.

6

7

TABLE OF CONTENTS

PAGES

1. About the Service Guide 9

2. Abbreviations 10-11

3. Wiring and Networking 12-13

4. Customer Premises Equipment (CPE) 14-29

5. Complimentary Services 30-40

6. Phone (Voice Service) 41

7. Value Added Services (VAS) 42-54

8. Optional CPE 55-57

9. Benefits 58-59

10. Charges Related to UniFi Installation 60-63

11. FAQs 64-76

12. Contact Us 77-78

8

9

This UniFi service guide provides you with a summary
of the UniFi residential ser vice and the features it will deliver
to your home. Please read this guide thoroughly to have a
better understanding about the service.

1

ABOUT THE SERVICE GUIDE

10

11

AC – Alternate Current

BPL – Broadband Power Line

BTU – Broadband Termination Unit

CPE – Customer Premises Equipment

DECT – Digital Enhanced Cordless Telecommunications

DP – Distribution Point

FTTH – Fibre To The Home

FUP – Fair Usage Policy

HDMI – High Definition Multimedia Interface

HSI – High Speed Internet

IPTV – Internet Protocol Television

LAN – Local Area Network

NIC – Network Interface Card

ONU – Optical Network Unit

2

ABBREVIATIONS

OS – Operating System

RG – Residential Gateway

POP – Post Office Protocol

PSTN – Public Switched Telephone Network

SMTP – Simple Mail Transfer Protocol

STB – Set-Top-Box

SSID – Ser vice Set Identifier

TM – Telekom Malaysia Berhad

URL – Uniform Resource Locator

USB – Universal Serial Bus

VAS – Value Added Services

VDSL2 – Very High Speed Digital Subscriber Line 2

VOD – Video On Demand

WiFi – Wireless Fidelity

12

13

3.1 INTERNAL WIRING AND NETWORKING

3

WIRING AND NETWORKING

RG

STB

FTTH / VDSL2

BTU

The diagram illustrates the UniFi Triple Play service set-up in
your home. TM technicians will install a BTU inside your home
at your nearest TV location. A fibre cable connection from an
adjacent telephone pole or underground DP will run to the BTU.
For high-rise buildings or condominiums, there are some cases
where fibre cabling will terminate the building’s communications
room. The connection will however continue to your home using
the building’s existing wiring. This condition will be subject to the
building owner’s authorisation and the existing building wiring.

14

15

As a par t of the package offering, TM will provide you with the
required equipments which are to be installed in your home in
order to deliver the UniFi service. The equipments provided
are as follows:

4

CUSTOMER PREMISES EQUIPMENT

DECT Phone

Residential Gateway

Se t-Top -Bo x Broadband Termination Unit

4.1 Broadband Termination Unit (BTU)

Two types of BTU will be deployed depending on

premise type:

a) ONU for FTTH (landed properties)
b) VDSL2 modem for VDSL2 (high-rise buildings)

The BTU is a terminating unit from the Access Network

(TM Network). This unit functions like a modem to
facilitate Internet and data access to your home. The
BTU will translate the pulses of light that carry data
over the fibre optic cable into electrical signals that
will be recognised by your computer.

16

17

BTU packaging will consist of:

a) 1 unit – ONU / VDSL2 Modem
b) 1 unit – 1 metre Ethernet Cable
c) 1 unit – 1 metre Telephone Cable
d) 1 unit – Power Adaptor
e) 1 unit – User Guide

ONU

OR

VDSL 2 Modem Telephone Cable

Ethernet Cable

Power Adaptor

User Guide

4.2 Residential Gateway (RG)
The RG, also known as a router will be the main

gatekeeper for UniFi service to your home. It control s
access to HSI, HyppTV and other services that
connect through it. This capability allows users to
par ticipate in real-time activities online, such as
video streaming, online gaming, real-time video and
much more.

4.2.1 Wireless Technology – An Understanding

Wireless technology is often looked upon as a
substitute to wire line technology. However,
wireless technology in itself is not all
encompassing. In the context of modern
communications, both fixed and wireless
technologies have their place and use, depending
on many factors such as quality, visualisation,
stability, experience, convenience, need,
environment, etc.

18

19

There is a time and place for both technologies and as
such, we see that they actually compliment and not
substitute each other.

With this in view, we would like to highlight certain aspects
of wireless technology so that our broadband users in
particular, can be better aware, understand and appreciate
the implications surrounding wireless technologies.

What should I be aware of?

First up, consumers should be aware that when using
wireless technology, you might not be able to receive
the same broadband access speed when compared with
the speed experienced through wired connectivity. This
happens with any service subscribed to and provided by
any service provider.

Wireless access performance may be affected by a number of
factors, such as,

1. The thickness of internal premise walls.

2. Interference from the presence of electrical equipment.

3. The actual positioning or distance of the wireless
router, etc

In the case of TM’s High Speed Broadband UniFi service,
both wired and wireless Internet access connectivity is
offered through the installed router, commonly known as a
Residential Gateway (RG).

Some facts about your TM Residential Gateway (RG) ;

1. The RG is compatible with computers that are
wireless enabled.

2. If you do not have a wireless-enabled computer, you
may be able to upgrade your computer by purchasing
a wireless USB adaptor.

20

21

3. The wireless router has been specifically designed
for usage with the UniFi service.

4. It comes with a 1-year limited warranty on
manufacturing defects only.

5. Other wireless USB adaptors or devices of appropriate
standard may work with the RG, however, we will
not be able to offer support for or guarantee the
compatibility of any other equipment installed and
used in connection with the RG.

Due to the existence of a large number of wireless devices
ranging from wireless cards to DECT phones currently
operating on the 2.4GHz band, it is highly probable that your
wireless RG connectivity may encounter interference from
neighbouring wireless devices, thus affecting the speed of
your connection.

There are however loads of benefits to be had in using a
wireless Internet connection, including, being able to access

the Internet with lots of different devices, from anywhere
in your home. Because of the way wireless and broadband
technology work together, the downside can be a reduction in
your speed when you go wireless (compared with connecting
directly to your RG via an Ethernet cable).

What can I do to improve wireless performance?

1. Ethernet Cable

First, tr y connecting your PC directly to your RG
w it h an Et he rn et C ab le to s ee if it i s i n f ac t yo ur wi re le ss
setup that is causing an issue with your speed.

2. Multiple Users

C heck the total n umbe r of use rs using your conn ectio n

- if you’re in a multi-user household, check that no one
in the house is using lots of your bandwidth (heavy
downloading).

22

23

3. Reboot

Electronic equipment and software can sometimes
run into problems, like “freezing” or “hanging” ­ rebooting allows your equipment to perform diagnostic
checks and forces it to reset and restart, often fixing
the problem. Simply switch off your PC and RG for
30-60 seconds and switch them back on again.

4. Position your RG (or wireless access point) in a

central location

Where possible, try to place your wireless router in
a central location in your home, free from obstacles.
If your wireless router is set against a wall of your
home, the signal will be compromised due to
obstruction. Otherwise, you can also try to move your
device closer to the RG.

5. Move the RG off the floor and away from walls and

metal objects (such as metal file cabinets)

Metal, walls, and floors will interfere with your
router’s wireless signals. The closer your router is
to these obstacles, the greater the interference, and
the weaker your connection will be.

6. Reduce wireless interference

If you have DECT phones or other wireless
electronics/devices in your home, your computer
might not be able to “hear” your router over the “noise”
from the other wireless devices. To reduce this “noise”,
avoid wireless electronics that use the 2.4GHz
frequency. Instead, look for DECT phones that use
the 5.8GHz or 900MHz frequencies.

24

25

7. Update your firmware or your network adaptor driver
Router manufacturers regularly make free
improvements to their routers. Sometimes, these
improvements increase performance. To get the
l at est fir mw are upda tes fo r yo ur r ou ter, vis it y ou r ro ute r
manufacturer’s website. Similarly, network adaptor
vendors occasionally update the software that
Windows uses to communicate with your network
adaptor, known as the driver. These updates typically
improve performance and reliability.

8. Upgrade 802.11b/g devices to 802.11n models
8 02.11b/g is the mo st co mmon t ype of wir eles s netwo rk
device around, but a 802.11n device is about three
times faster. 802.11n devices are backward-compatible
w ith 802 .11b/g dev ice s. I f you’re u sing a 802 .11b/g dev ice
and you’re unhappy with its performance, consider
replacing your network adaptors with 802.11n

compatible equipment. If you’re buying new equipment,
definitely choose a 802.11n model.

Wireless networks never reach their theoretical bandwidth
limits. Within a 10 metre radius, 802.11b devices typically get
2-5Mbps bandwidth. 802.11g devices usually clock in between the
13-23Mbps range while 802.11n devices have been measured at
the 37-42Mbps bandwidth range.

In a nutshell, what needs to be appreciated is that wireless
technologies are susceptible to various factors that will affect
their ability to provide optimum Internet access speeds. What
we need is awareness and understanding on just what these
factors are.

We hope this information will assist you to optimise your UniFi
experience and enjoyment.

26

27

RG packaging will consist of:

a) 1 unit – Residential Gateway
b) 5 units – 1 metre Ethernet Cable
c) 1 unit – Power Adaptor
d) 1 unit – User Guide

Ethernet Cable User Guide

Power Adaptor

Residential Gateway

4.3 Set-Top-Box (STB)
STB is a device that connects to a television to

deliver the HyppTV service (IPT V). It converts
the signal received into content which is then
displayed on the television screen. HyppTV works
on your TV with an STB that accesses channels,
subscription services and Video On Demand. It uses a
broadband connection to the Internet for the deliver y of
video services.

28

29

STB packaging will consist of:

a) 1 unit – Set-Top-Box
b) 1 unit – 1 metre Ethernet Cable
c) 1 unit – Power Adaptor
d) 1 unit – User Guide
e) 1 unit – HyppTV Remote Control
f) 1 unit – HDMI Cable (for High Definition Service)

Power Adaptor

STB & H yppTV Remote C ontro l Ethernet Cable

User Gu ide

HDMI Cable

4.4 DECT Phone
DECT Phone is a portable fixed line phone set for

indoor mobility. It is capable of storing phone books,
ringtones of choice, last numbers dialed, redial and
much more.

DECT Phone packaging will consist of:

a) 1 unit – DECT Phone
b) 1 unit – Power Adaptor
c) 1 unit – Handset Cover
d) 1 unit – Charger
e) 1 unit – User Guide

Charger User GuideHandset coverPower AdaptorDECT Phone

30

31

5.1 H y ppT V

With HyppTV, you will get to watch an exciting array

of TV programmes, movies and much more at your
convenience. The first in Malaysia, HyppTV is a service
where TV content is delivered digitally through your
High Speed Broadband connection. Select your Video On
Demand (VOD) movies or series and watch it anytime
you like! HyppTV via UniFi will revolutionise the way you
watch TV!

5

COMPLIMENTARY SERVICES

Note: 1) Effective 1st October 2010 for HyppTV Channels, Nominal charges

shall apply as follows:

  •VideoOnDemand–fromRM8(dependsoncategory)
  •PremiumChannels–fromRM3/month/channel.

2) For more details, please visit www.tm.com.my

SEARCH

SETTINGS

VOD

SEARCH

VOD

HyppTV Main Menu:

HELP

SEARCH

HELP

TV GUIDE

TV GUIDE
Select your favourite
channel from channel
list

VIDEO O N DEMAND

Select your favourite
m o v i e s / s e r i e s f r o m
a wide variety of
genres, languages
and categories and
watch them anytime
you like

iMODE

SEARCH

i NTER@CTIVE

iNTER@ CTIVE

Interacti ve features
that give you a new
and innovati ve TV
experience

SEARCH

SEARCH

SEARCH

Use Searc h to find
relevant information

SETTINGS

Personalise your
TV by utilising the
Settings option

HELP
Answer all your
en qu iri es an d
concer ns with the
Help option

32

33

5.2 E-mail

The e-mail feature will come with a 2GB storage
size. However, TM at its discretion can increase your
capacity to accommodate larger e-mail storage for
FREE in the future. Your e-mail address is as per your
Confirmation Slip.

1 e-mail address for Residential : YourName@unifi.my

You will have 2 options to access your UniFi e-mail

account:
Option 1 : Webmail
: Access your e-mail via a web browser at
http://webmail.uni.my

Option 2 : Preferred E

-mail Client.

5.2.1 Access via Webmail

Step 1 : Go to http://webmail.uni.my
Step 2 : Key in your E-mail ID (as per Confirmation

Slip) in the E-mail Address Field, then
key in your Password.

Step 3 : Click Login.

If you forget your Password, please contact the
TM UniFi Centre at 1 300 88 1221 or e-mail to
unifi@tm.com.my

5.2.2 Access via Preferred E-mail Client

Step 1 : Go to http://webmail.uni.my
Step 2 : Click at ‘Learn how to receive UniFi

e-mail via e-mail client’ and follow the
guides.

34

35

5.3 Streamyx ZONE

Streamyx ZONE is a wireless broadband Internet access

service available at public locations such as shopping malls,
coffee shops, eating outlets, convention centres, hotels and
other locations that allow you to connect to the Internet
when you are in these premises.

Follow these steps to access the Internet via Streamyx
ZONE:
Step 1 : Just turn on your WiFi, choose the Streamyx ZONE

SSID in your wireless network option.

Step 2 : Open a browser (Internet Explorer is recommended)

then type in any URL address.
Step 3 : You will be directed to the Streamyx ZONE
landing page.
Step 4 : Key in your valid Streamyx ZONE ID and

Password (as per Confirmation Slip).
Step 5 : The terms & conditions page will appear and just

click ‘Continue’ to proceed.

You are now ready to surf the Internet for FREE.

Additional account is available at RM18 per month.

Note : For more information regarding the purchase of this service or
for technical support, please visit ww w.tm.com.my

5.4 Infoblast

This is a 2 way portal messaging ser vice that is offered
to customers through a single portal (using the UniFi
Phone number access : 012/ 013/ 014/ 016/ 017/ 019).
By default, you will get ONE (1) Infoblast account once
you subscribe to one of the UniFi Residential Packages.
SMS charges are as follows:

i. 1 to 50,000 SMS @ 12sen/SMS
ii. 50,001 to 100,000 SMS @ 11sen/SMS
iii. 100,001 and above SMS @ 10sen/SMS

To access your infoblast, just follow these steps:
Step 1 : Go to http://www.infoblast.com.my

Step 2 : Key in your registered ID and Password at
Member Login.

Note : For more information regarding the purchase of this service

or for technical support, please visit www.tm.com.my

36

37

5.5 Online Guard Plus

Prevail against a variety of viruses, spywares and
miscellaneous threats lurking on the Internet. You
need more than a basic online virus scanning tool
to keep your PCs and documents safe. You can
install additional Online Guard Plus on top of
what is already provided in UniFi Residential Packages.

Online Guard Plus consists of 5 security elements:

i. Antivirus scanning & repairing (MyV3)
ii. Antivirus real-time monitoring (MyV3 RTS)
iii. Personal Firewall (MyFirewall)
iv. Anti-Spy ware Scanning & Repairing (SpyZero)
v. Computer Vulnerability Repor t (Security

Warning Report)

Operating Systems (OS) that support Online Guard
Plus installation are:

i. Windows 7
ii. Windows Vista
iii. Windows XP

Additional license is available at RM2 per month.

To install additional Online Guard Plus, just follow these
steps:

Step 1 : Go to http://v3.tm.net.my with Internet Explorer.

Step 2 : Click Speed Up icon on the main page.

Step 3 : At Speed Up section, select Click To Run button.

(By default, latest Internet Explorer browser will
block Speed Up setup file from being downloaded.
Error ‘This site might requires the following

ActiveX control ‘AhnLab Online Security’ from
‘Ahnlab Inc’. Click here to install’ will be shown.
Click the error message and choose ‘Install
ActiveX Control’ to begin downloading Speed Up

setup file.)

Step 4 : ‘AhnLab Smart Update’ window will be

prompted.

38

39

Step 5 : After engine download is completed, Speed Up

Options window will be displayed. Key in
Username and Password and click Next.
If you tick the check ‘Save Password’ checkbox,
you will be signed in automatically at a later time.

Step 6 : Click Next and then, configure settings for

Speed Up.

Step 7 : Clicking Complete will finish the installation
Speed Up.

Note : For more information regarding the purchase of this service

or for technical support, please visit www.tm.com.my

5.6 iShield Plus

This application enables you to filter inappropriate material

from all kinds of undesirable sources (like the Internet,
CD, DVD, USB drive, peer to peer networks, etc.) from
being displayed on your home PCs, thus protecting your
children from the influence of pornography, undesirable
web content, online grooming or bullying. You can install
additional iShield Plus on top of what is already provided
in UniFi Residential Packages.

It is a comprehensive solution that:

i. Monitors all Internet content
ii. Monitors communications
iii. Protects from pornography
iv. Ensures productive application usage
v. Provides disk drive scanning
vi. Generates and e-mails incident repor ts to parents

Operating System (OS) that support iShield Plus
installation are:

i. Windows 7
ii. Windows Vista
iii. Windows XP

Additional license is available at RM2 per month.

40

41

To install additional iShield Plus, just follow these steps:

Step 1 : Go to www.e-safesystems.com.my/tm

Step 2 : Click Download iShield Plus and click Next. Ensure

that your computer has the Microsoft.NET 2.0 Framew ork
installed before installing iShield®Plus.

Step 3 : The License Agreement window will be displayed.

Select the I accept the agreement option and
click Next. iShield®Plus will start installing
automatically.

Step 4 : The installation will begin automatically.

Step 5 : Click Finish to complete the installation process.

Note : For more information regarding the purchase of this service

or for technical support, please visit www.tm.com.my

UniFi ser vice subscription entitles you to a free subscription
of voice ser vice. The voice service is subject to a maximum
of one (1) Voice line. A new PSTN number will be assigned
to the new phone (DECT Phone) and is not chargeable. The
voice service will be similar to your existing PSTN service.
You are not allowed to change the UniFi voice service number.
Enjoy the UniFi Residential Package with special call rates as
below:

i. FREE calls to TM fixed line nationwide.
ii. FLAT R ATE 10sen/min to all mobile and other fixed lines

nationwide.
iii. Normal International Call (IDD) rates. (International Call

activation is upon request).
iv. Fax rates are the same as Voice call rates. Charges will

depend on the duration of the fax transmission irrespective
of the number of pages successfully transmitted.

6

PHONE (VOICE SERVICE)

For each of your UniFi Residential Package, you can subscribe
to an additional ONE (1) voice line with the same call rates.

Additional line can be subscribed at RM25 per month.

42

43

To subscribe to our Value Added Services, please call the
TM UniFi Centre at 1 300 88 1222 or purchase via online at
ww w.tm.com.my or walk in to selected TMpoint in the UniFi
coverage areas.

7.1 e-browse

Every single article. Every single photo. Every single

comic strip, e-browse gives you absolutely everything
you would get from reading your favourite newspaper,
minus the paper cuts and ink on your fingertips. Unlike
conventional newspaper websites that only feature
selected articles, e-browse literally captures the entire
content of a real newspaper and uploads it onto the
Internet. And best of all, you can read the online version
just as you would a real newspaper, flipping through
pages one at a time.

7

VALUE ADDED SERVICES (VAS)

e-browse for UniFi offers 29 publications. Subscribe to

these publications at very affordable prices as below:

a) Newspapers

i. Berita Harian (RM20/month)
ii. Eastern Times (RM15/month)
iii. Harian Metro (RM17/month)
iv. Kosmo (RM17/month)
v. MSME (RM1.50/month)
vi. Tamil Nesan (RM16/month)
vii. The Malaysian Reser ve (RM22/month)
viii. The New Sabah Times (RM20/month)
ix. The New Straits Times (RM20/month)
x. The Star (RM20/month)
xi. Utusan Malaysia (RM20/month)
xii. Utusan Sarawak (RM15/month)

44

45

b) Magazines

i. Anis (RM6.30/month)
ii. Asuh (RM2.70/month)
iii. Business Today (RM6/month)
iv. Dara (RM4.50/month)
v. Gila-Gila (RM5/month)
vi. Majalah 1 (RM4.50/month)
vii. Majalah Kereta (RM6.50/month)
viii. Maskulin (RM5.50/month)
ix. Media Hiburan (RM12.50/month)
x. Nona (RM8/month)
xi. Nur (RM5.30/month)
xii. Outsourcing (RM10.80/month)
xiii. PC.COM (RM4.50/month)

xiv. Rapi (RM7/month)
x v. Rasa (RM6/month)
xvi. Remaja (RM8.80/month)
x vii. Silverscreen (RM6/month)

To access your e-browse publications, just follow

these steps:
Step 1 : Go to www.ebrowse.com.my
Step 2 : Click Login.
Step 3 : Select e-mail and key in your registered e-mail

address for e-browse and Password.

Step 4 : Click Login Now and choose the purchased

publication(s) to view.

Note : For more information regarding the purchase of this service or for

technical support, please visit www.tm.com.my

46

47

7.2 e-storage Basic

e- stor ag e B as ic is an o nl in e b ac ku p s tor ag e w he re yo u

can store and access files from any Internet enabled
devices. This application allows you to backup and
synchronise your important files onto a remote
storage facility. The e-storage premium supports
multiple accesses to the same account. You can al so
size up your e-storage application on a per GB basis

You can purchase e-storage Basic at RM2 per month
or e-storage Premium at RM4 per month.

To access your e-storage Basic, just follow these
simple steps:

Step 1 : Go to http://storage.netmyne.com
Step 2 : Key in your registered e-mail address for

e-storage Basic and Password.

Step 3 : Select UniFi at Service portion and click Login.

Note : For more information regarding the purchase of this service or for

technical support, please visit www.tm.com.my

7.3 Web Hosting with Customised Domain Name

This service comes with 10GB storage size and free

6 internet domains based of choices that will be provided,

(.com, .com.my, .net, .net.my, .org, .org.my) and unlimited

e-mail accounts. Now you can use your own domain for

your e-mail address ([e-mail]).

This domain comes with 10GB storage size where you

can share storage for both web files and e-mail. With

the storage size provided, you will also enjoy unlimited

number of e-mail accounts where each individual

e-mail storage size can be customised accordingly.

TM will send detailed instructions on configuring your

domain via e-mail once the service is activated (3 days

after UniFi Residential Packages service activation).

You can subscribe your own domain at RM160 per year.
To access web hosting, just follow these steps:

Step 1 : Go to https://cp.netmyne.net
Step 2 : Key in your Username and Password.
Step 3 : Click Login.

Note : For more information regarding the purchase of this service or

for technical support, please visit ww w.tm.com.my

48

49

7.4 Voice Features

Opt in for additional voice features. Rates as follows:

Malicious Call Identification - It enables a phone cal l recipient to mark a phone call as
malicious (i. e. harassing, thr eateni ng, etc.)

Three Part y Conference - Network facility that enables three or more parties to
be connecte d together in a conference call, so that they may all speak and listen
simultaneously.

Call Waiting- Allows the user to be aler ted, while they are enga ged in an acti ve call, that
anothe r incoming cal ler is trying to cont act them.

Call Transfer - A llows the user to tra nsfer a caller to anoth er phon e number.

Call Forw arding - A feature on some telephone networks that allows an incoming call
to a called party, which would be otherw ise unavail able, to be redirected to a mobile
telephone or other telephone number where the desired called par ty is situated. There
are 3 types of call fo rwarding: 1. Uncon ditional 2. No Reply 3. On Busy

Call Ho ld - Enables you to put a caller on hold while a second call is answer ed or made.

Call Line Identific ation Presentation (CLIP) - Show the numb er of a caller

Calling Lin e Identification Restriction ( CLIR) - Contr ols the pres entation of caller id entity.

Do Not Disturb – No incoming ca lls will be al lowed.

Voicemail - A computerised answering service provided by TM, which can automatically
answer a call - and record callers’ voice messages - when the subscriber fails to answer
them personally.

Voice Barring IDD Calls - Allow s the user to restric t outgoing calls of IDD numbers.
Voice Premium Calls (Barring IDD Call + 600 + 1377 + 1315) - Allows the user to restrict

outgoing cal ls of IDD + 600 + 1377 + 1315 numbers.

Voice Pr emium Calls (Barr ing IDD Call + 600) - Al lows the user to restrict outgoing calls
of IDD + 60 0 numbers.

FREE

FREE

FREE

FREE
FREE

FREE

FREE

FREE

FREE

FREE

RM3.00

RM1.50

RM3.00

Note : For more information regarding the purchase of this service or

for technical support, please visit ww w.tm.com.my

7.4.1 Three Party Conference
How to use Three Party Conference?

1) Handset 1 - During outside call, press ‘R’ button to
put the call on hold.

2) Handset 1 – Select the desired unit by using scroll
button, then press ‘ CALL ‘ button.

  • If thepaged party doesnot answer,press ‘CALL’

button to return to the outside call

3) Handset 2 ( Receiver ) - Press the ‘CALL’ button to

answer the page.

  • Handset2cantalkwithhandset1.

4) Handset 1 – Press ‘INT’ button.

  • Toleave the conference, press ‘OFF’ button. The

other parties can continue the conversation.

  • Toputtheoutsidecallonhold,pressthe‘R’button.

To resume the conference, press ‘INT’ button.

50

51

7.4.2 Call Waiting

How to activate Call Waiting?

1) Dial *43#.

2) Press the ‘CALL’ button.

3) Listen to the tone indicating successful activation of
the service.

How to cancel Call Waiting?

1) Dial #43#.

2) Press the ‘CALL’ button.

3) Listen to the tone indicating successful cancellation
of the service.

7.4.3 Call Transfer

How to use Call Transfer?

1) Handset 1 - During outside call, press ‘R’ button to
put the call on hold.

2) Handset 1 – Select the desired unit by using scroll
button, then press ‘ CALL ‘ button.

• If the pagedparty does notanswer,press ‘CALL’
button to return to the outside call

3) Handset 2 ( Receiver ) - Press the ‘CALL’ button to

answer the page.

  • Handset2cantalkwithhandset1.

4) a) Handset 1 : Press ‘OFF’ button

b) Handset 2 ( Receiver ) : Press ‘CALL’ button.

  • Handset2cantalkwiththeoutsidecaller.

7.4.4 Call Forwarding (Unconditional)

How to activate Call Forwarding (Unconditional)?

1) Dial *21*<Phone Number> followed by #.

Example *21*01X XXX XX X X #.

2) Press the ‘CALL’ button.

3) Wait for the confirmation tone.

How to cancel Call Forwarding (Unconditional)?

1) Dial #21#.

2) Press the ‘CALL’ button.

3) Wait for the confirmation tone.

52

53

Call Forwarding (On Busy)

How to activate Call Forwarding (On Busy)?

1) Dial * 71* < Phone Number> followed by #. Example
*71*01X XX X X XXX #.

2) Press the ‘CALL’ button.

3) Wait for the confirmation tone.

How to cancel Call Forwarding (On Busy)?

1) Dial # 71 #.

2) Press the ‘CALL’ button.

3) Wait for the confirmation tone.

Call Forwarding (No Reply)

How to activate Call Forwarding (No Reply)?

1) Dial * 61 * < Phone Number > followed by #. Example
*61*01X XX X X X XX #.

2) Press the ‘CALL’ button.

3) Wait for the confirmation tone.

How to cancel Call Forwarding (No Reply)?

1) Dial # 61 #.

2) Press the ‘CALL’ button

3) Wait for the confirmation tone.

7.4.5 Call Hold

How to activate Call Hold?

1) Press ‘R’ button, then press ‘OFF’ button during the
outside call.

2) To release hold, press ‘ CALL’ button.

7.4.6 Do Not Disturb

How to activate Do Not Disturb Features?

1) Dial *26#

2) Press the ‘CALL’ button.

3) Listen to the tone indicating successful activation of
the service.

54

55

How to cancel Do Not Disturb Features?

1) Dial #26#.

2) Press the ‘CALL’ button.

3) Listen to the tone indicating successful cancellation
of the service.

7.4.7 Voice Mail

How to activate Voice Mail?

1) No special configuration to activate the feature from
the CPE.

2) If the customer is busy or not answering the call after
40 seconds, the call will be forwarded to the Voice
Mail server.

3) For retrieval, customer should dial 1300 88 6245
followed by the fixed line number.

Note : For more information regarding to use the Voice Features or

for technical support, please visit ww w.tm.com.my

Enjoy a degree of flexibility in your home network with the WiFi
USB Adaptor. It is available at your nearest TMpoint.

8.1 WiFi USB Adaptor
The WiFi USB Adaptor provides wireless connectivity

from the RG to your desktop computers / notebooks.
The device performs like a receiver to communicate
with a wireless network.

The WiFi USB Adaptor packaging will consist of:

a) 1 unit – WiFi USB Adaptor
b) 1 unit – User CD-ROM
c) 1 unit – User Guide

8

OPTIONAL CUSTOMER PREMISES EQUIPMENT
(CPE)

User CD -ROM User Guide

WiFi U SB

Adaptor

56

57

Alternatively, you may choose to use the BPL technology.
However, there are several disadvantages that should be
considered.

1. Home Plug or other BPL devices might be compatible
with our IPTV STB, Residential Gateway or UniFi service,
however we cannot guarantee this.

2. Service quality will differ when connecting to an IPTV
STB or a Residential Gateway via a BPL device as
compared to via an Ethernet cable. This is primarily due
to the nature of BPL technology.

3. Service delivered via BPL technology can also be
affected by various factors such as interference from
other electrical equipment in the vicinity, actual copper
quality of your power line wiring and the length of the
power line.

Note: TM do not offer technical support for additional network

devices such as Home Plug, printer, gaming console, server,
firewalls, or routers.

If you need help, please contact your supplier or the

manufacturer’s help line.

8.2 WiFi USB ADAPTOR DIAGRAM
WiFi USB Adaptor home setup is shown below:

FTT H / VDSL2

DP

DIE-6 1 5

D-Link

WiFi USB

Adaptor

LAN C able

DECT Phone

RG

Deskto p

BTU

58

59

UniFi can help facilitate or enable the following benefits:

• Download large (le size) DVD quality movies and music

video clips in a matter of minutes or even a few seconds
depending on the file size.

• Enjoy a new TV experience through T V over broadband

(HyppTV) where you can access TV channels over a private
network in high definition format with high stability. HyppTV
also offers the ability for high content user interactivity
through its Video On Demand feature.

• Workfromhomeandstayintouchwithyourofceorclients

and business associates any where in the world in real time
through high speed Internet, video and voice connectivity.

• Enjoya richer,secureshoppingande-commerce experience

from the comfort of your home by accessing vir tual shops
online around the world through real time video and chat.

9

BENEFITS

• Playonlinegamessimultaneouslywithanyoneintheworld

in real time and high resolution format.

• Access educational services such as ‘study online’ and

participate in virtual classroom discussions with your tutors
anywhere in the world as well as enjoy a rich research
experience by being able to download books, journals and
magazines in a matter of minutes.

• Receivereal time medical diagnosisand advicefromlocal

and international medical practitioners in the comfort of
your home through high speed Internet, high definition video
and voice connectivity.

On the whole, UniFi will enable and bring greater value
for Malaysians through a richer digital lifestyle and online
experience, enhanced competitiveness and world-class
broadband infrastructure.

60

61

10

CHARGES RELATED TO UNIFI INSTALLATION

DP OH

DP UG

FTB

FTB – Fibre Termination Box
FWS – Fibre Wall Socket
BTU – Broadband Termination Unit
RG – Residential Gateway
STB – Set-Top Box
PC – Personal Computer
DECT Phone – Digital Enhanced Cordless

Telecommunication Phone

DP – Distribution Point
UG – Underground
OH – Overhead

Legend

STB

PC

RG

DECT

Phone

FWS BTU

The UniFi Installation Fee of RM200 covers what is required
for a standard UniFi installation at a premise. Please refer to
the table of charges related to UniFi installation to see what
a standard UniFi installation practice covers. All Customer
Premise Equipment (CPE) such as the BTU, RG and STB will be
provided free of charge.

This will exclude any charges imposed by external contractors
for concealed wiring, wiring over the ceiling or other
customised wiring. For wiring work that falls outside the scope
of the standard wiring provided, any charges incurred will be
subjected to negotiation and agreement between the customer
and the contractor appointed. TM will not be responsible for the
charges and the scope of work of the contractor.

62

63

Important Notes Related to UniFi Customer Premise

Equipment (CPE)

Charges for CPE Replacement

Item Standard UniFi Installation

15 m

1 m

15 m

30 m

Additional Fees

(if required)

FTB-BTU (fibre)

BTU-RG (RJ45 cable)

> 15 m @RM50/m

> 1 m @RM25/5m

> 15 m @RM25/5m

> 30 m @RM25/5m

RM50 per visit

RM150

Re-wiring

On-site Support
/Troubleshooting

Raceway (casing for
wiring)

RG-STB/PC (RJ45
cable)

N/A

1st time installation or

restoration if fault is due to TM

Table of Charges

1

2

3

4

The warranty period for all CPE provided under the UniFi packages (VIP&BIZ)
will be for 1 year from the start date of the service contract period.

The customer will be responsible for any CPE replacement cost after the
1 year warranty period expires.

TM will replace any CPE for free within the warranty period if any manufacturing
defect or failure occurs under normal/recommended usage.

The customer will be responsible for any CPE replacement cost within the
1 year warranty period if the fault is due to any third party or customer’s own
negligence.

STB RM450

RG RM150

DECT P hone RM79

RM50

CPE Price

On-Site Support

for Installation

64

65

1. Do I pay a separate bill for the services bundled in UniFi?

All bundled services offered under the UniFi package will be

bundled as one amount in the UniFi bill. All other charges
(value-added services, call charges to mobile and non-TM
fixed lines) that are not covered as part of the bundle will be
listed separately in the same bill. However, for any existing
services that you choose to maintain even after you have
subscribed to UniFi (i.e. Streamyx, Business Broadband, TM
Homeline / Businessline), you will receive a separate bill.

2. Does UniFi have a Fair Usage Policy (FUP)? Does the FUP
differ across packages?

All UniFi Residential Packages are subject to a Fair Usage

Policy (FUP). FUP is a standard global practice to ensure
that a good quality of experience is provided to all customers.
In addition, UniFi packages for consumers come with a
monthly download volume allocation. However, the FUP

11

FREQUENTLY ASKED QUESTIONS

will not impact customers who do not exhibit unfair usage

behaviour, and will not impact the delivery of HyppTV and
voice services.

3. What is the monthly download volume imposed?

VIP 5 package comes with a 60GB monthly download volume.
VIP 10 package comes with a 90GB monthly download volume.
VIP 20 package comes with a 120GB monthly download volume.
The monthly download volume will not be implemented

until further notice.

There will be no monthly download volume for UniFi’s

Business Packages.

4. Can I upgrade / downgrade my UniFi package?

You are allowed to upgrade to higher-speed packages at
any time. However, any downgrade request will be subjected

66

67

to a fee of RM200 followed by a subsequent renewal of the

contract [subject to change without further notice].

For any package upgrade and downgrade that may require a visit
to your premise by TM, an Installation Fee of RM200 will be
imposed.

5. Where can I upgrade / downgrade my UniFi package?

Your application can be made through selected TMpoints or

call the TM UniFi Centre at 1 300 88 1222 or via online at
www.tm.com.my

6. What should I do if my UniFi equipment is faulty?

Free one-to-one replacement shall be granted for faulty units

due to manufacturing defects within the warranty period.
Once the warranty period has expired, customers will be
responsible to replace or repair any faulty equipment
at their own cost. For customer service, please call our
TM UniFi Centre at 1 300 88 1221.

7. When will I get my first bill after I subscribe to the UniFi
package?

The first bill can be expected around one month after

service is activated. The first bill will also include a one
month advance payment.

8. Where can I pay my UniFi bill?

Just walk in to any TMpoint location nationwide to pay your

UniFi bill. You may choose one of the following payment
options:

a) Cash, Credit Card or selected Debit Card
b) Cheque, Bank Draft or Money Order (payable to

Telekom Malaysia Berhad)

c) For more payment channels, please refer to
www.tm.com.my

68

69

9. Is there any penalty if I terminate my UniFi service?

For termination within the minimum contract period,

customers shall pay a fixed penalty fee of RM500. There will
be no penalt y charge for ter mination after the minimum
contract period expires. Customers must also settle any
outstanding bills prior to termination.

10. What if I need to relocate my UniFi service? Are there any
charges that I need to pay?

Relocation requests can be made at selected TMpoint

locations or through the TM UniFi Centre. Generally,
relocation is possible but is subject to service availability.
A relocation fee of up to RM300 shall apply.

11. What speeds can I expect from UniFi?

The subscribed speed is the size of the bandwidth pipe from

the customer’s broadband router up to TM’s broadband
access gateway system. However, the Internet access speed
you receive can be impacted by various factors such as:

i. Location of websites - Access to some international

websites could be slow due to traffic volume, etc.

ii. Web server capacity - Some web servers restrict

capacity to handle huge traffic demand or may even
restrict download speeds to ensure fair access to all.

iii. Network congestion - Temporary congestion due to

unavoidable network maintenance/outages.

iv. Multiple users or applications - Running multiple

applications at the same time such as BitTorent can
degrade access speed. Multiple users sharing the
connection at the same time can also degrade the
speed.

70

71

v. PC operating systems - Some configurations of the PC

operating systems can compromise the Internet access
performance.

vi. WiFi (wireless) connectivity - Compared to wired

connectivity, wireless connectivity can slow down
Internet access.

12. What is the minimum speed TM promise to provide?

Since the actual speed you receive is based on some factors
outside our control, it would not be accurate to simply
“promise” a minimum speed. However, UniFi provides you
with better speed compared to Streamyx. If you feel your
speed is consistently and substantially low, we can have our
assurance staff investigate your concern.

13. What are the factors that will affect my speed test
results?

i. Mis-configured Network Interface Card (NIC): Your

NIC is the hardware in your PC that you plug your
Ethernet lead into, which connects you to the Internet.
Sometimes, settings need to be adjusted to maximise
its performance and enable it to make the most of
high speed Internet connections.

ii. Wireless: You may obtain the full speed of the

subscribed package using a wired connection, but
you may sacrifice speed in order to be wire free –
often because of the number of walls the signal has
to pass through or because of electrical interference
from other equipment in your home.

iii. USB WiFi Connections: USB connections won’t

provide as fast speeds as Ethernet ports when
connecting to the Internet.

72

73

iv. Multiple Usage: If a couple of computers and/or game

consoles use the Internet at the same time (particularly
when downloading or online gaming) you are
essentially sharing one connection. Speed test results
might be less than you expect when several devices
share the same connection.

v. Programmes Running Concurrently: If you use iTunes

or P2P software, like BBC iPlayer or a torrent client,
these can have a dramatic effect on speed test results.
In fact, any programme running concurrently while you
carr y out a speed test can affect the results.

vi. Viruses: You may not even know they’re there, but if

your computer is infected then it could be running
lots of applications without your knowledge – and these
viruses will definitely slow your speed down.

Quick Notes About Speed Test Websites

i. Web-based speed testers can be a quick way to check

your broadband speed. However their results may be
inaccurate.

ii. TM has no control over the quality of other providers’

networks, so tests that travel onto other parts of the
Internet don’t always give accurate results on how your
connection is performing. They won’t always be right
as these sites can get busy and also be affected by
congestion.

iii. This means that the test is merely measuring how fast

data is able to travel from one part of the Internet to
another, not how fast is the connection speed we deliver.

iv. Basically, the real test of an Internet connection is how

quickly you can download files from the Internet – such
as a game demo, or large files like a TV Show.

74

75

v. Most test sites do not handle high speed connections

correctly. This issue depends on the technology used for
testing.

14. What are some simple steps I can take to improve
s p e e d ?

i. Close all applications and windows to make sure you

are not uploading or downloading data at the same
time. This includes instant messaging, file sharing,
Internet calls, videos and music.

ii. Ensure you do not have a Trojan horse or any

unwanted programmes. Consider connecting to
your router via an Ethernet cable (wired connection)
rather than a wireless link.

iii. Try to avoid multiple people sharing the connection at

the same time; this may result in slow speeds.

iv. Use the service during off-peak periods, when less

customers are utilising the service.

v. Finally, ensure your PC is virus free.

15. How can I improve the performance of my wireless
network?

For the best wireless performance, use the latest

wireless technology for all your computers, wireless
cards/adaptors and wireless router equipment. This is
superior to the previous ‘B’ and ‘G’ standards.

Besides that, keep the wireless router as far away as

you can from:

i. Walls – especially thick ones made of concrete or brick.
ii. Large or dense objects – avoid items containing metals.
iii. Reflective or shiny surfaces – the signal can bounce

off windows and mirrors.

iv. Electrical / electronic equipment – particularly

cordless phones, baby monitors and other devices
that may work using radio waves.

76

77

16. What’s the difference between a wireless USB adaptor
and a wireless laptop card?

A wireless USB adaptor and a wireless laptop card both

allow you to connect to the Internet. The difference is that
a wireless USB adaptor is an external device that can
easily be plugged in and removed, whereas a wireless

laptop card is usually built into the laptop.

17. How do I connect my server, firewalls, routers or other
additional network devices?

TM does not offer technical support for additional

network devices such as Home Plug, printer, gaming
console, server, firewalls or routers.

If you need help, please contact your supplier or the

manufacturer’s help line. However, we will provide all
the necessary information such as Fixed IP Address or
DNS for the said connection.

TM UniFi CENTRE

SALES & ENQUIRIES

1 300 88 1222
Monday - Friday (9.00am-9.00pm)
Saturday (10.00am-6.30pm)

CUSTOMER SUPPORT

1 300 88 1221

Account Management & Billing

Monday - Sunday (7.30am-10.30pm)

Technical Assistance

24 hours a day

12

CONTACT US

78

79

www.tm.com.my

unifi@tm.com.my

Terms & conditions apply and can be subjected to change.

THANK YOU

THANK YOU FOR SUBSCRIBING TO THIS SPECIAL
UniFi PACKAGE FROM THE NO. 1 HIGH SPEED
BROADBAND PROVIDER IN MALAYSIA.

UniFi-C/V3/10/10

80