FAQ THANK YOU SURPRISE



1. I am a UniFi customer, why am I getting these offers instead of speed upgrade?
- Speed upgrade is subject to network capability. Your continued support is valuable to TM and as a gesture of appreciation of your support, we have lined up many offers throughout the year for you to enjoy
2. I am a Streamyx customer, why am I getting these offers instead of speed upgrade? Should I accept the current offer?
- This is the start of a year-long campaign from TM and TM customers can expect more value added offerings from us throughout the year. You will hear from us from time to time as more new surprises become available.
- Streamyx customers are also part of the Broadband Improvement Plan - Thank You Surprise campaign. Eligible customers will be contacted starting April 2017 for the upgrading of your current packages.
- Customers are encouraged to enjoy the current offers as well as the subsequent offers from TM. Rest assured, your acceptance of the current offer will not affect any future offers.
3. Why the surprises are not of the same value with the free speed upgrade?
- Speed upgrade is subject to network capability. Your continued support is valuable to TM and as a gesture of appreciation of your support, we have lined up many offers throughout the year for you to enjoy.
4. If I can’t get the speed upgrade due to technical limitation, can I get discount on my current package?
- Speed upgrade is subject to network capability. Your continued support is valuable to TM and as a gesture of appreciation of your support, we have lined up many offers throughout the year for you to enjoy.
- You are encouraged to take up these offers as and when it becomes available.
5. Can customer request for 'Free Speed Upgrade'?
- TM is continuously upgrading its infrastructure, increase network capacity and improve service availability towards better experience. You will be updated of the latest offers and progress through announcements and communication once it is available in the near future.
- In the meantime, we hope that you enjoy our token of appreciation that we have lined up for you.
6. What are some of the technical limitations?
- The technical limitations include infrastructure readiness, network capacity and service availability.
7. There are customers who can’t get Speed Upgrade due to technology limitation and refuse to accept ‘Thank You Surprise’, can they request for cheaper broadband package?
- The speed upgrade is subject to service availability.
- TM is continuously upgrading its infrastructure, increase network capacity and improve service availability towards better experience. You will be updated of the latest offers and progress through announcements and communication once it is available in the near future.
8. Can customers request to change the 'Thank You Surprise'?
- Once you’ve selected your offers, we will do our best to fulfill it as soon as possible.
- Do look out for future communications where more offers will be made available to you.
9. There are customers who already enjoyed Speed Upgrade sometime in June/July 2016. Will they enjoy faster speed in 2017 under this campaign?
- Customers who have already been upgraded to higher speed earlier will enjoy the various offers that are lined up as part of the 'Thank You Surprise' offers.
10. Why customers who already enjoyed Speed Upgrade sometime in June/July 2016 is not getting speed upgrade in 2017?
- Customers who have already been upgraded to higher speed earlier will enjoy the various offers that are lined up as part of the ‘Thank You Surprise’ offers.
11. Is there any duration for the Surprise offering?
- Yes, the surprise is subject to the validity period as indicated in the website.
12. Why 100Mbps customer didn’t get a speed upgrade?
- UniFi Pro is the highest commercial package offered by TM at the moment.
- TM is continuously upgrading its infrastructure, increase network capacity and improve service availability towards better experience. You will be updated of the latest offers and progress through announcements and communication once it is available in the near future.
- Your continued support is valuable to TM and as a gesture of appreciation of your support, we have lined up many offers throughout the year for you to enjoy.
13. When will customers receive their voucher for HyppFlick Plus (VOD)?
- You will receive the HyppFlick Plus voucher via SMS on every 1st week of the month starting February 2017 for 4 months.
14. How can customers use/redeem the HyppFlick Plus (VOD) voucher?
- Customers can press VOD on their HyppTV remote or go to channel 801 for HyppFlick Plus (VOD) redemption.
15. I don’t get HyppFlick Plus (VOD) Voucher via SMS. What should I do?
- Customers are advised to contact TM live agent from the website for further assistance.
16. Why RM10 discount is deducted in my UniFi bill instead of webe bill? Why UniFi and webe bills are not integrated into a single bill?
- Customers will receive two (2) separate bills and the discount will be deducted in customers’ UniFi / Streamyx bill.
- The RM10 discount is part of our appreciation gesture for your loyalty to TM.
17. Is the webe offering applicable for new or existing webe customers?
- The webe offering is applicable for new webecustomers (new line).
18. How do I register for webe?
- Once customers have selected the webe offer, TM representative will be contacting them by June 2017 to assist with the service registration.
19. What will appear in my first webe bill?
- You will receive your first webe bill in the following month after you have registered for webe.
- Your first webe bill will consist of:
1. Pro-rated charges of monthly commitment fee
2. Advance charges of monthly commitment fee
3. Other charges (if any)
- Your subsequent bill will only contain items #2 and #3.
TOP 9 FAQs FOR WEBE

1. What are the details of webe mobile plan?
- Never-ending domestic calls, data and SMS, 24/7, 365 days a year
- No contracts, no caps or quota.
- Starting from RM199/month (RM210.94 inclusive of GST) and going as low as RM79/month (RM83.74 inclusive of GST) through added rebates of being an existing TM or webe (formerly P1) Principal Account Holder and using a webe certified phone. Each criteria fulfilled by consumers will qualify them for a RM60 discount on their monthly bill.
- For sublines, webe has tiered pricing available – the second subsequent line will receive RM10 off their bill making it as low as RM69 per month; the third line will receive an RM20 off their bill, making it as low as RM59 per month; the fourth and fifth line will both receive RM30 off their bill, making it as low as RM49 per month.
- You will be charged an upfront enabling fee of RM100 (RM106 inclusive of GST) that will be offset in your first bill when you subscribe to webe plan.
2. When is webe going to open to public?
- We have opened up our service for public subscription beginning 30 September 2016.
3. Why is tethering not included in the subscription?
- webe has always been about doing things differently from the beginning and this also means we take a different view in terms of how we bill.
- As a community-focused brand, we put customer experience at our forefront. Our promise together with never-ending data, calls and SMS is that of a seamless digital experience,without any throttling beyond a certain quota. This is dedicated to customers with simple pricing, as low as RM79 – to allow the worry-free experience exclusively for our members when experiencing our network, and that is our priority.
- However, to tether and share this never-ending data, we will have to charge you RM6.00 (RM6.36 including GST) for 2 hours.
- This is how we do things differently and allows us to ensure an uncompromised experience for all webe members because as a community-led brand, we believe in equitable usage for all.
4. What is your coverage like?
- webe has nationwide coverage - within the areas of the Klang Valley, Penang and JB, webe is sufficiently covered by 4G LTE. Beyond these areas are 3G and 2G.
- We are continuously expanding our LTE areas and will be updating our members via our online portal at www.webe.com.my under the support tab.
5. What are the speeds like for your 4G LTE?
- Speeds, caps and quota are a language of the past which we tend to try not to focus on.
- This is because when we began this journey of redefining mobility, we spoke to consumers about what they ideally wanted out of a mobile services plan. The insights indicated that beyond speeds, it would be never-ending data and what they would be able to do with it.
6. What is a webe certified phone?
- A webe certified phone is a smartphone that has been tested to ensure the best quality experience on webe network.
- webe mobile services can be used on all phone models, however, we encourage our members to use a webe certified phone to experience the best quality of service.
- During registration, members can choose to purchase a webe certified phone together with their mobile service plan at a discounted rate as well as immediately qualifying for the rebate criteria.
- Important Note: Members have a choice of not purchasing these phones when subscribing to the plans; although if they do, they can get great discounts. It is important to note that webe is not restricting its services to only the listed/selected phone models in the webe certified phones list.
7. Does webe support Mobile Number Portability (MNP)?
- Yes, and the process is very simple.
- Provided that you do not have any outstanding balance, blacklisted, or under a contract with your current provider, you may port in through our website or over-the-counter at webe lounges.
- We will request the port in on your behalf from your existing mobile service provider as soon as your payment is completed.
- The entire process will take approximately 5 working days.
8. Does webe have International Roaming (IR) services available?
- Yes webe does have International Roaming services available for members. It can be activated via Self Care or by walking in to any webe lounge.
- A deposit of RM300 will be charged and will be refunded upon termination and once any outstanding balance has been cleared.
- Service charges rates will depend on the country you will be travelling to and can be checked up on online at www.webe.com.my.
9. Does webe have a Fair Usage Policy (FUP)?
- Yes we do.
- Firstly, in terms of data usage, torrent charges are part of our Fair Usage Policy (FUP) to ensure webe members are the ones that enjoy the never-ending data, calls and SMS through a seamless experience.
- You can even use webe services for peer-to-peer downloads at 64kbps speed.
- For calls, we ensure that calls made are for personal purposes within the set fair usage policy. Therefore, those using it to make calls for commercial purposes by say contact centres, will not be allowed.
- SMS blasting will not be allowed as well as part of the fair usage policy and will be limited to only personal usage.

This post has been edited by dannychen: Feb 6 2017, 04:07 PM

Sir/Madam,

Terima kasih di atas aduan yang dibuat kepada kami menerusi pihak Malaysian Communications and Multimedia Commission (MCMC) bertarikh 2 Februari 2017.

Terlebih dahulu, pihak kami amat menghargai usaha tuan untuk menghubungi kami.

Seperti yang anda semua ketahui, TM baru-baru ini melancarkan kempen Ganjaran Istimewa sebagai sebahagian daripada Pelan Penambahbaikan Jalur Lebar yang telah diumumkan pada 24 Oktober 2016.

Ganjaran di bawah kempen tersebut termasuklah naik taraf kelajuan, pakej-pakej Webe dan HyppTV serta baucer diskaun gaya hidup. Ramai yang telah menyatakan pilihan mereka dan kami akan melakukan yang terbaik bagi memenuhi pilihan tersebut secepat mungkin.

Para pelanggan Streamyx juga adalah sebahagian daripada Pelan Penambahbaikan Jalur Lebar - kempen Ganjaran Istimewa ini. Pelanggan-pelanggan yang layak akan dihubungi bermula April 2017 untuk penaiktarafan pakej sedia ada anda.

TM sentiasa menaik taraf infrastrukturnya, menambah kapasiti rangkaiannya serta memperbaiki ketersediaan perkhidmatannya bagi memberikan pengalaman yang lebih baik. Anda akan dimaklumkan berkenaan penawaran dan perkembangan terkini menerusi pengumuman dan komunikasi apabila tiba masanya tidak lama lagi. Sementara itu, kami berharap anda akan menikmati ganjaran penghargaan yang kami sediakan untuk anda.

Terima kasih sokongan berterusan anda kepada produk dan perkhidmatan kami. Sekiranya terdapat sebarang pertanyaan atau maklum balas, sila layari laman web www.tm.com.my ataupun e-mel ke help@tm.com.my. Anda juga boleh menghubungi TM di talian 100 dan alternatifnya, sila tweet kami di @TMconnects atau melalui facebook di Everyone Connects.

Sekian, terima kasih.

Yang benar,
Nur Raini
TM Email Team
Telekom Malaysia Berhad

THANK YOU SURPRISE CAMPAIGN
1. What is ‘Thank You Surprise' campaign?
- "Thank You Surprise" is an appreciation campaign for all TM loyal customers from the residential segment who have subscribed to TM services by 28 February 2017
- This campaign is part of TM’s initative under Broadband Improvement Plan in conjuction with the Prime Minister’s announcement during Budget 2017 recently.
2. Who is eligible for 'Thank You Surprise' campaign?
- All TM Homeline, Streamyx and UniFi customers from residential segment who subscribed to TM services by 28 February 2017 are eligible for a 'Thank You Surprise'.
- This is the start of a year-long campaign from TM and TM customers can expect more value added offerings from us throughout the year. You will hear from us from time to time as more new surprises become available.
- Streamyx customers are also part of the Broadband Improvement Plan - Thank You Surprise campaign. Eligible customers will be contacted starting April 2017 for the upgrading of your current packages.
- Customers are encouraged to enjoy the current offers as well as the subsequent offers from TM. Rest assured, your acceptance of the current offer will not affect any future offers.
3. What will customer get under this 'Thank You Surprise' campaign?
- To know what are the surprises, customers may check at https://www.tm.com.my/thankyousurprise/ starting from 16th January 2017.
- Customer is required to fill up the following details:
i. TM Homeline No
ii. IC/Army No/Pasport
iii. Mobile No
iv. E-mail address
4. How will TM inform customers on the 'Thank You Surprise'?
- Customers will be informed via e-mail (primary e-mail) or SMS starting from 16th January 2017.
5. If customers are subscribing to multiple TM Homeline/Streamyx/UniFi service, will TM give surprises to all of the services?
- Yes, all services are eligible.
6. How long will customers enjoy the surprise?
- The validity period of each surprise is indicated in the website.
7. What should customers do if they don’t get any e-mail/SMS from TM? Will TM re-send the e-mail or SMS?
- Customers who have not received any emails or any communication from TM by February 2017 are encouraged to check their Spam / Junk Mail folders to ensure that the email is not automatically routed to these folders.
- However, customer need not to worry. They can directly check their surprise at the website https://www.tm.com.my/thankyousurprise/.
- TM will not be sending a new e-mail or SMS.
8. Where can customers enquire to get further info on the 'Thank You Surprise'?
- Customers can contact us via the following channels:
i. @TMConnects on Twitter (https://twitter.com/tmconnects/)
ii. EveryoneConnects on Facebook (https://www.facebook.om/everyoneconnects/)
iii. TM Live Chat
iv. Nearest TMPoint
v. E-mail us at help@tm.com.my
vi. Call 100
9. What information is available in the website?
- Customers may view current package and surprise options.
10. Can customers decline the ‘Thank You Surprise’?
- Yes. Customers may decline the offer.
11. If customers can’t check their surprise via website, what should they do?
- Customers are advised to contact TM live agent from the website for further assistance.

Updated FAQ

they sold our info to aig.

end up MCMC will said we agreed to TM's PDPA.

went to Sabah & Sarawak.