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 Official TM UniFi High Speed Broadband Thread V24

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TSjolmy
post Feb 3 2016, 09:49 AM, updated 10y ago

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Malaysia High Speed Broadband Project


Welcome To The Official TM UniFi High Speed Broadband Thread V24

Previous UniFi Threads
| V1 | V2 | V3 | V4 | V5 | V6 | V7 | V8 | V9 | V10 | V11 | V12 | V13 | V14 | V15 | V16 | V17 | V18 | V19 | V20 | V21 | V22 |
V23

LYN UniFi Users
TM UniFi Coverage & Subscribers: V1 V2

About UniFi: Home "VIP" Office "BIZ"

PLEASE READ BEFORE YOU PROCEED
10 Things You Should Know About UniFi

1. This service is a 24- month contract and a termination fee of RM500 is chargeable for termination of service within the contract period.

2. If your premises reside in high rise building served via copper, you must terminate your existing Streamyx service (if any).

3. Minimal drilling is required for fibre installation to the premise. You will be responsible for providing TV and 4-socket extension cord to complete the installation. No installation appointment will be made for premises under renovation.

4. All triple play services (internet, voice and TV) must be activated during service installation. Partial service activation is not allowed.

5. UniFi is a wired broadband service. Wireless connectivity is an option and is subject to interference and obstructions factor.

6. UniFi account owner or authorised contact person must be available during the service installation. For high rise premises, owners are required to make arrangement with Building Management Office for installation permission, internal cabling and access to telecommunication room.

7. Installation fee includes external cable entrance up to the internal wiring with maximum of 15 metres for fiber cable, 15 meters for Ethernet/phone cables and 30 metres for casing (raceway). Additional charges will be applied for cable more than 15 metres and 30 metres casing (raceway) and charges will be included in your UniFi bill.

8. For other non-standard installation e.g. wiring above ceiling, underground and conceal wiring, you may appoint your own contractor or deal directly with TM appointed contractor. Payment will be made directly to the contractor.

9. Please provide correct and valid Billing Address / Postal Address. Select either paper bill or e-mail bill (please provide valid and preferred e-mail address). Bill is also accessible at myUniFi (https://occ.unifi.my). TM may impose a minimal monthly charge for paper bill with notification given.

10. All UniFi equipment provided by TM is subject to 12 months warranty period.

IMPORTANT NOTES (MUST READ)

Internal Wiring
Minimal drilling is required for fibre installation to the premise to allow fibre cable entrance into the house. Internal concealed wiring will not be carried out by TM. However, customers can arrange their own or choose from TM’s authorised list of contractors at their own expense. TM shall propose the recommended list of contractor for the concealed wiring (wall or ceiling). As this is beyond the job scope of RNO, customer will deal and make payment directly to the contractor. Operationally, reappointment is to be arranged when the conceal wiring is completed. Customer is required to inform TM for installation appointment.
Premise currently under renovation
During installation day, TM will not proceed if the customer premise is under renovation unless insist by customer, TM will charge customer accordingly if request for other appointment time. Customers who are having their home renovated are advised to inform TM prior setting service installation appointment. TM shall not be responsible for any damages resulted from construction and renovation done by customer through third party during or after the installation.
Customer Unreachable and Change of Appointment
Premise inaccessibility or deferment of installation appointment upon the installation team’s arrival at a customer’s premise will be subject to a charge of RM100. Re-appointment will be subject to time slot availability.
High-Rise VDSL & FTTH
For high-rise (condos, apartment, office building) ,TM would require to access the MDF/SDF room to physically activate the port which normally locked by the Building Management/Maintenance. Therefore, customers are required to communicate and make arrangement with your Building Management/Maintenance Office to ensure someone is available to grant the access to TM UniFi Installer to MDF/SDF room during the installation time. Without the access to MDF/SDF room, installation cannot be performed and TM has to revisit which will incur unnecessary cost to customer.
In the case of copper wired building that uses VDSL2 technology, successful delivery of UniFi services is subject to technical testing. TM has the right to cancel the order should the building copper wire is deemed as not passing the technical test or not ready to deliver the service.

Requirements & Installation Guide
   


From making an appointment to the signing-off of the Service Acceptance Form, here is a complete step-by-step process of how we bring UniFi into your home or office.

Step 1: Appointment

Appointment is made at the point of registration. You may choose your preferred date and time for UniFi installation but please note that installation for FTTx (Fibre to the Home or Office) is expected to take between 4-8 hours, and for VDSL2, 2-3 hours.

24 hours prior to the agreed installation date and time, the TM UniFi Centre will call you for a final confirmation. Our UniFi technician will also call you just before he goes to the agreed address of installation.

Step 2: Site Assessment

Upon arrival at your home or office, our technician will brief you on the step-by-step process of the entire installation. This includes:

(i) Site assessessment (outdoor and indoor)
(ii) Cable entrance (drilling point for FTTx)
(iii) Equipment termination point
(iv) Route of wiring

In the case of FTTx installation, our technician will determine the location of the Fibre Distribution Point (FDP), whether it is located on an overhead pole, or underground. If the underground fibre access is blocked due to any home or office renovation, it may require a longer installation period than for overhead fibre access installation.

For VDSL2, site assessment is much quicker since our technician need only access the building’s MDF room and perform the necessary cabling there.
Note: VDSL2 - your existing Streamyx or Business Broadband access will be disabled during this exercise.

Step 3: Installation

It's time to complete the installation process. As part of this process, some minimal drilling may be required. After laying the cables we will determine which modem is suitable for your home. Indoor installation requires more time as our technician needs to lay the internal fibre optic cable. Cables of sufficient length will be provided. However, in cases where additional cable lengths are required, some minimal charges will be incurred. To prevent unsightly wiring, wires and cables will be housed in proper casings.

However, if you wish it to be a drill-free installation, and if the fibre optic cables are required to be pulled through your home or office ceiling, we have a panel of contractors that you can work with, the costs of which will be borne by you.

VDSL2 does not require drilling since UniFi connection will come from the existing phone jack in your home or office. For this premise type, indoor installation requires minimal setup time.

Step 4: Equipment Setup

After laying all the cables, it’s time to connect the equipment. Our technician will first set up the BTU followed by Premise Gateway, Set-top-Box (for Residential package only) and DECT Phone. Once the equipment is tested and works properly, our technician will then show you that all the services are in working order.

Step 5: Completion

You are required to sign-off a Service Acceptance Form (SAF) as part of the process to complete the installation work. For a complete understanding of what TM UniFi service is, please read the terms and conditions in your service agreement.

The fibre of UniFi: http://www.themalaysianinsider.com/feature...fibre-of-unifi/
Getting Unified – A walkthrough: http://www.themalaysianinsider.com/feature...-a-walkthrough/
The Unifi Installation – My Experience: http://www.shaolintiger.com/2010/12/29/the...-my-experience/

UniFi Set Up


* Thanks to TM twitter for the tweets, links to the article, blog (ShaolinTiger) & video (TheXMagellan)

klseet website for information on TM UniFi
http://klseet.com/

rizvanrp website of the unofficial HSBB (UniFi) "handbook"
http://unifi.athena.my/
» Click to show Spoiler - click again to hide... «


HyppTV
user posted image

What is HyppTV ?
» Click to show Spoiler - click again to hide... «

HyppTV - Entertainment All The Time
» Click to show Spoiler - click again to hide... «

HyppTV Link: YouTube F.A.Q

Added on TM UniFi Glossary Menu
TM UniFi Announcement & News

Terms & Conditions: Home "VIP" Office "BIZ"

Official Website: TM Website TM Twitter TM Connects UniFi Website UniFi HyppTV

Related Website: UniFi Wikipedia UniFi YouTube UniFi Facebook

Customer Link: Customer Account Customer E-Mail Customer Rewards "TM Rewards"

Online Help & Support: Billing Guide Payment Guide Support Guide Speedometer F.A.Q

Technical Assistance 24/7: 1300-88-1221
E-Mail Support: unifi@tm.com.my

user posted image user posted image

Added on LATEST TM UniFi PROMOTION !!
LATEST TM UniFi PROMOTION !!

Promotion Period UniFi Package Price/Month (Exclusive GST) Promotion Summary
15/10/15 - 31/12/15 ADV30 (30Mbps) Bundle Aneka Pack RM179 Only 5Mbps Upload & No FREE Call
15/10/15 - 31/12/15 ADV30 (30Mbps) Bundle Varnam Pack RM179 Only 5Mbps Upload & No FREE Call
15/10/15 - 31/12/15 ADV30 (30Mbps) Bundle Ruby Pack RM189 Only 5Mbps Upload & No FREE Call
15/10/15 - 31/12/15 ADV30 (30Mbps) Bundle Jumbo Pack RM209 Only 5Mbps Upload & No FREE Call
15/10/15 - 31/12/15 ADV50 (50Mbps) Bundle Aneka Pack RM229 Only 10Mbps Upload & No FREE Call
15/10/15 - 31/12/15 ADV50 (50Mbps) Bundle Varnam Pack RM229 Only 10Mbps Upload & No FREE Call
15/10/15 - 31/12/15 ADV50 (50Mbps) Bundle Ruby Pack RM239 Only 10Mbps Upload & No FREE Call
15/10/15 - 31/12/15 ADV50 (50Mbps) Bundle Jumbo Pack RM259 Only 10Mbps Upload & No FREE Call

user posted image

Added on Agreement
Maxis & P1 agreement on using TM UniFi HSBB Access Services !!
Agreement with Maxis on 15-12-2010 Agreement with P1 on 13-10-2011
user posted image user posted image
So, even you apply Maxis or P1 Fibre, it's in high percentage that you are using TM UniFi HSBB Access Services !! laugh.gif

Partnership on Developing a Next-Generation LTE Infrastructure
Agreement with SK Telecom Co. Ltd, Green Packet Berhad (GP) & Packet One Sdn. Bhd. (P1) on 27-03-2014
user posted image user posted image


This post has been edited by jolmy: Feb 3 2016, 09:50 AM
TSjolmy
post Feb 3 2016, 09:38 PM

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QUOTE(cheekian @ Feb 3 2016, 03:40 PM)
They will upgrade upload speed before March.just wait patiently.
*
I actually got my 10Mbps about 3 weeks ago.
TSjolmy
post Feb 7 2016, 11:50 AM

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QUOTE(fruitie @ Feb 7 2016, 11:23 AM)
I'm also using RG4332, the WiFi signal is not that good. So I have another router as access point.
*
Hmm, why don't you get one of the various Asus models?
TSjolmy
post Feb 15 2016, 09:20 PM

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Since my ZTE VDSL2 modem is replaced with the Huawei HG-655m VDSL2 modem last month, I also noticed that it heats up fast. So I actually put a small USB desk fan blowing from behind the device and it works well to blow away the heat from it.

The ZTE white standing VDSL2 modem hardly have issues with overheating due to the design of the casing with huge number of ventilation holes on both sides of the modem, which is NOT what the Huawei model in TM's silver casing has. So a fan can help protect the device from overheating.

It may be TM's device and not our own, but having to report to TM and wait for them to replace it often enough isn't a good experience either.

QUOTE(doublef @ Feb 15 2016, 08:48 PM)
anyone know what best MODEM i can use to replace unifi modem (Huawei HG-655m)?

not router. because my modem always hot and disconnect. restart then ok.
*
QUOTE(blacktubi @ Feb 15 2016, 09:00 PM)
Complaint and have them replace it. That thing come with lifetime warranty.

Or just get a USB fan. smile.gif
*
TSjolmy
post Feb 20 2016, 12:47 AM

Meow
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QUOTE(allic @ Feb 19 2016, 10:04 PM)
1.      Billing Procedure:
Billing breakdown upon activation is:
Internet package (RM169 - discount RM30 ) + (HyppTV) pack RM40 + pro rate + call usage + 6% GST.

4.      After 24 months, discount will be removed and the package price will be back to normal.
*
Hmm, so the catch for RM30 discount is only valid during contract period whereas many of us who signed up earlier and get the RM20 discount is forever until terminate or switch new plan.
TSjolmy
post Feb 20 2016, 09:04 AM

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QUOTE(fruitie @ Feb 20 2016, 01:00 AM)
To me, I just grab what it gives first and down the road, 2 years after that I will surely upgrade to higher speed. Probably in two years time, hopefully 30Mbps is considered slow. laugh.gif

Me signed up VIP5 in April 2014, upgraded to VIP 10 in Dec 2014 and upgraded again to 30Mbps in July 2015. By looking at the trend, looks like my next upgrade is coming soon. laugh.gif

I attended a dinner at Aloft KL Sentral just now and my Celcom LTE clocked over 80Mbps. rclxms.gif Looking forward to 100 Mbps. drool.gif
*
It will be great if TM offers us upgrades in future where we pay the same price for a higher speed.

E.g. if we are paying RM149 (including RM20 discount, excluding HyppTV pack) for 30Mbps now, perhaps 2 or 3 years down the road, we can upgrade to 50Mbps for RM149, but with 2 years contract renewed.

This will be a good deal, pay the same for higher speed.

But looking at the trend all this while, each time we upgrade, we definitely pay more than before... Just keep fingers crossed that this will happen one day!
TSjolmy
post Feb 22 2016, 09:23 AM

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On wireless, it works both ways. Not only you need a good router, e.g. a high-power router from Asus is preferred.
But also, the wireless interface of your device (phone, laptop, etc.) must also be good.

I myself am using Asus RT-N12HP but could never get 30Mbps. The best I got was about 20Mbps, and particularly due to the following reasons:

1) Interference from neighboring access points
2) Poor wireless interface on my laptop, phone, etc.

If changing router does not help, you may want to consider an external USB wireless interface for your laptop.

However, best of all use LAN cable, if that is not feasible, consider HomePlug + LAN cable combo.

QUOTE(mmohdnor @ Feb 22 2016, 12:22 AM)
On LAN cable :
[attachmentid=6024632]

On wifi :
[attachmentid=6024636]
now scouting for affordable wifi router  icon_question.gif  ... any suggestions (cheap is always preferred...LOL!  tongue.gif  biggrin.gif ) ?
*
TSjolmy
post Feb 28 2016, 12:10 AM

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QUOTE(fruitie @ Feb 27 2016, 08:44 PM)
Agent can promise everything. Yes, check out in TM Point, they are most accurate.
*
Some TMpoint outlets are actually "TM Authorized Dealers". Better go to those TMpoint outlets run by TM themselves.
TSjolmy
post Feb 29 2016, 11:12 PM

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QUOTE(pcphobic @ Feb 29 2016, 06:57 PM)
I think the problem is accessing sites outside of Malaysia. I noticed accessing Facebook takes forever to load while accessing locally hosted websites were fast.

As of now, accessing Facebook is still slow compared to last night.

Anybody knows what is going on today?
*
I'm on IPv6. Facebook & Gmail seems ok... but international sites that uses IPv4 damn slow.
TSjolmy
post Feb 29 2016, 11:58 PM

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My access to international sites seems to be ok now.
TSjolmy
post Mar 1 2016, 06:30 AM

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but in your case, you are not accessing FB using the 175.*.*.* IP. If you look at your ping results, you are accessing it via IPv6 address.

QUOTE(pcphobic @ Mar 1 2016, 02:28 AM)
Hi thanks for the tip. It works!

After rebooting my router from a 210.x IP which was giving me slow loading times with Facebook, I have managed to reboot to a 175.x IP and suddenly my Facebook is now loading instantly.

user posted image
*
TSjolmy
post Mar 3 2016, 07:12 PM

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QUOTE(pcphobic @ Mar 3 2016, 06:46 PM)
Workaround to get Facebook website to load


The official story is that the undersea cable got damaged (we heard this so many times).
I personally do not believe that because Maxis Fiber and Time Fiber and all Mobile Broadband users could load Facebook website with no issue.

Apparently some Unifi users also have no problems accessing Facebook site. And I found out that they were on IP Addresses starting with 175.xxx.xxx.xxx (external IP, not your internal IP).

*
The reason why some ranges of IP can load faster than others are due to routing issues. Now with the damage of the undersea cable, the available capacity is less, certain IP ranges could have got a better routing than another.

Do NOT compare with Maxis & TIME as they are NOT sharing the international link with TM.
TSjolmy
post Mar 3 2016, 10:34 PM

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QUOTE(pcphobic @ Mar 3 2016, 07:19 PM)
I thought all the telco uses the same undersea cable owned by TM?
*
Nope, each telco may utilize either the same or different undersea cables.

TM does utilize quite a number of cables to various locations worldwide. Thing is when one cable breaks, you can still access but given the capacity is now lesser, the available links are more congested, hence the slowdown.

You just image using our road system, if PLUS expressway is partially closed due to whatever reason, say from Tapah to Ipoh and everyone is forced to exit the expressway and use the old roads, you will get into bad congestion as the roads cannot cope with the capacity.

So it's the same with network links.
TSjolmy
post Mar 7 2016, 12:55 PM

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UniFi down since Friday mad.gif mad.gif

Went home on Friday night only to see DSL light is completely OFF, meaning all services down! vmad.gif vmad.gif

Called TM to report that night itself. Next day, called again to enquire, no news, say will escalate it. Then on Sunday morning, I called again and this time was told of a cable cut affecting multiple customers!!! mad.gif mad.gif

This morning went to condo management office & was told that TM's contractors were doing cable upgrading last week, which they completed on Friday, and yes, it was Friday when my UniFi was down since mad.gif mad.gif

This is NOT the first time. In November, same thing happened, TM's contractors did some infrastructure upgrade and accidentally cut cables that serve more than 50 customers. And it took them at least 5 days to restore service!!! How long more do I need to wait this time??? mad.gif mad.gif
TSjolmy
post Mar 7 2016, 07:07 PM

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QUOTE(Zi-Tech @ Mar 7 2016, 05:39 PM)
dun forget to ask rebate... if can get proof, sure bring to court to sue tm... due to negligence...just imagine if someone in the house get emergency and no one to help accept fix line telephone?

this people sometimes need to educate to uphold the services...lucky phone company make the mobile phone can call 112 even without sim or lock phone..
*
Definitely will ask for rebate. The last time in November 2015, I also managed to ask for rebate.

On another matter, since this issue is due to the negligence of their contractor, TM should really review their contractors, those with negligence issues should be blacklisted for doing any work for TM. Not one time but happened to me twice within 4 months!
TSjolmy
post Mar 10 2016, 10:37 AM

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I have been without UniFi for 6 days due to a broken cable since March 4 (Friday)! I have reported to TM on that day itself and have contacted TM repeatedly via phone, email & Twitter but each time I got the same response: still in progress.

I have even reported to SKMM and got a call from TM HQ yesterday informing me of the cable breakdown issue and it is still in progress.

I was also informed that the breakdown affected the four out of five blocks of condominiums in my area but a check with some neighbors at the said blocks reveal otherwise, i.e. their services are still up & running!

This morning I even checked with the condo management and found out that except for a few technicians or installers who accessed the MDF room for a short period, there isn't any sign of any technical team coming to perform restoration works that will take a long time!

In other words, I strongly believe TM has NOT started the restoration works at all, which is why repeated communication with TM on the progress reveal the same thing without any concrete update on the progress!!! mad.gif mad.gif

I wonder if there is any other way I can escalate the complaint to without relying on official communication medium.
TSjolmy
post Mar 10 2016, 11:16 AM

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QUOTE(mivec_blast @ Mar 7 2016, 08:57 PM)
My unifi dsl always up & down since TM announce that they have issue with under sea cable, anyone else facing the same?..
*
Which condo are you at?
TSjolmy
post Mar 10 2016, 01:31 PM

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I really don't understand why they need 1 to 2 weeks to even act on cable breakdown issues. I have heard many horror stories that UniFi will be down for 1 or 2 weeks if a cable breaks!!!

Thing is, I noticed nobody is working on it for the initial few days. If they could have started working on it earlier, I believe they can resolve it within the day itself, or at most 2 days!!

And I am NOT even referring to the submarine cable. I am referring to the fibre cable and copper cable that connects to customer's premises!!!

This post has been edited by jolmy: Mar 10 2016, 01:33 PM
TSjolmy
post Mar 10 2016, 02:00 PM

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QUOTE(blacktubi @ Mar 10 2016, 01:48 PM)
The jobs are contracted to external party. TM is not the most efficient company around I afraid.

It is funny that Streamyx support is better since they are still doing it in house. laugh.gif
*
So a breakdown also they need contract it to external party??? At the first place, it is their external contractors who screwed things up
TSjolmy
post Mar 11 2016, 12:01 PM

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By now, it has been one week my UniFi is down due to a major cable breakdown mad.gif

A visit to TMpoint yesterday, I discovered a number of things:

1) TM relies on external 3rd party contractors to fix cable faults!!!

2) Process of engaging contractors even for restoration of service takes several days, which leads to one big issue: as of yesterday, the only job done was to discover the fault causing the service outage. Other than that, no actual restoration work is being done yet, after so many days!!! vmad.gif

3) The culprit causing the cable fault is, TM's 3rd party contractor engaged to upgrade the infrastructure!!! NOT the first time, just four months ago, their 3rd party contractor was also the culprit who caused cable fault!!! vmad.gif
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