Hi everybody,

It is always a very bad feeling when you feel that you have been cheated...it always will leave that sour taste in your mouth...

alright! here is my story with TM Home FIBER 100Mbps @ 129 RM


I subscribed to their 129RM @ 100Mbps promo plan, and I registered at the nearest TM point near my house in Kuantan...the TM staff told me that the current promo package includes 30 days FREE TRIAL for the service, and I can opt to cancel my subscription within the first month as well without penalty.....the promo include free installation within 24-48 hours.

and that what was EXACTLY described in all TM ads nationwide....

so...I thought WOWWWW a 30 days FREE TRIAL...thats awesome...

I registered ....BUT guess what???

It took them 22 days to show for installation......and that was JUST the beginning!

After installation I were asked to pay 500 RM as upfront payment (as I am a foreigner), and I am OKAY with that... I made the payment as per our agreement!

.....................................
Yesterday....They sent me the first bill.........it they charged me since Day 1 after installation....

They installed the service at my house on 24-September....and they charged me 56RM for the period from 24-September until 6 October.....and they mentioned next bill is dated 6 November and will be 129 RM + tax


I tried to call their useless customer service chat: and here are the dialogue as per exactly as what they explain:


ME:
morning,
can I ask why I have been charged for the first month of my 100Mbps fiber subscription.....while my agreement has included the first month as a free month

TM customer service
For the first month, there will still be charges for the usage. But if you decide to terminate there will be no charges for a penalty in this 30 days trial.

ME:
The contract and the Ads were saying: Enjoy 30 days worry-free FREE TRIAL
what does free trial means??

the TM staff also has informed me that first month bill will be ZERO....and I will pay starting second month

can you please check my first bill......there is a waiver of 129 RM....but how come the waiver is for same day

https://pictr.com/images/2021/10/13/BGxRvj.md.png

and I attached the bill......were they showed that there is a free 30 days WAIVE FEES .....but guess what......

THE PROMO 30 DAYS starts on 24-SEPTEMBER 2021 and ENDS ON THE SAME DAY 24 SEPTEMBER-2021

so their free trial consists of 1 day only





after I attach the proof the customer service said this:
You will not have to pay the advanced payment for the package you subscribe sir. That is the waiver that you give in the bill.

As you can see the charges for RM55.90 are the charges for usage within the installation date and your bill date.


ME:
Could you please define what is the advance payment means?

TM customer serivice:
Advance payment means. if your package is not Try ME, you have to pay for advance payment RM129 and RM55.90 the amount of usage.
As you can see now, the amount for RM 129 has already been waived.

ME:
129 advance payment for what.....

TM customer serivice:
Agent has left the conversation.
The chat has ended. Thank you for chatting with us.


I am just wondering if that happened with any of you as well???
if not...please STAY ALERT with their charges on your monthly bill



Attached thumbnail(s)

Just make a official online complain to mcmc

Report to MCMC

I stopped reading after seeing "THE PROMO 30 DAYS starts on 24-SEPTEMBER 2021 and ENDS ON THE SAME DAY 24 SEPTEMBER-2021 "


Dude ur monthly bill is RM129 and u get waiver of RM129 (does that rings a bell RM129 - RM129 = RM0 ?
And RM55 is the prorate fees because the bill is more than 30 days (iinm didnt count)

So u are all good u already get that 30 days trial get it?



RM129 advance payment is for next month charges.
I call it PREPAID somehow i also dont understands how it works....coz if u cancel subscription u still need to pay until the last day u use, although its already prepaid (advanced payment) 1 month from the beginning lol

This post has been edited by WaCKy-Angel: Oct 13 2021, 09:54 AM

But it took TM 22 days to install his Unifi. What good does the waiver give if it is just for 1 day?
TS please visit your nearest TMpoint again to argue this case. The Live chat is as useless as you can imagine.

Looks problematic. Better to approach the same agent and clarify or go to the nearest TM Point.

Last resort is to report to MCMC

The bill state very clear what

Waiver RM129 <--- that's the 30 days FREE (even it says 24/9/21, but's it's RM129!!) and covers 7/10 - 6/11 period

The RM55.90 is for usage from 24/9 - 6/10

what's the problem here?

U also like TS dont understand lol.

Regarding that 22 days to install, it most probably due to MCO restrictions not allowed installer to go on-site. so cant do anything about that.

U must be thinking TS got charged for that 22 days right? if u read the bill correctly it starts from 24 Sept pro-rated to 6 Oct...
Monthly should be 7th of the month to 6th of next month.

Funny right?? infact seems like most that posts in this thread also dont understand how to read bill lol.
They thought RM129 is for 1 day..

Their internet must be 10000Gbps coz their bill is RM3870/month (RM129/day) right? lol

This post has been edited by WaCKy-Angel: Oct 13 2021, 10:13 AM

It looks correct to me, but i must, the way they contra is kinda confusing.

WHats the bill says is that...

Billing cycle starts from Oct 7 to Nov 6th - rm 129
this is waved with billing Sept 24 - rm 129 minus

so one month waived
SInce the billing cycle starts on the Oct7th, the actual installation was done on sept24 hence there is a balance 13days that need to be charged. Hence the rm55

But if you were to cancel before 30days, the whole above charges will be dropped

I guess for easier to count coz its waiver not rebate..
Rebate is like credit if cancel later bill become messy look like got extra money to refund to customer.

also a way for them to deduct tax i guess.

Their charges is based on pay before use.

Their system rarely have problem on getting our money.

Visit actual TMPoints ask for clarification from their staff. They will write down and explain everything.

Their LiveChat queue can make ppl go crazy.

Thanks for everyone for the valuable inputs...

I confirmed that it is explained by some members ....

129RM waiver is to cover the first bill from 06 October to 6 November
55 RM is the charge for the first 13 days (from installation 24 september till 6 October), and this was charged from my credit

but I believe that I got frustrated because their agent who gave wrong and unrational answers...

Problem solved and no hidden charge

After a second look yes. My mistake for jumping into conclusion. It is correct. Just the way they put it with the prorate and such can be a bit confusing.

This post has been edited by YoungMan: Oct 13 2021, 01:11 PM

look at your total bill dude...
is rm 55+ in which u paid the bill for oct...
they have billing cycle...so to make thing easy..the pro rated for the for the first month..and move rebate rm129 for 2nd month...
look at the bill~~~

tamimi078
Looks OK to me if you're planning on staying with the service.
24/9 - 6/10 RM55.90
7/10 - 6/11 RM129
Rebate is RM129

TM's bill is always pay forward.

But you're right, this is not quite the 30-day free trial that one would expect. And certainly not worry-free. What happens if you cancel within 30 days of 24/9? Do you get back the RM55.90? I'll be worried about how long it's going to take TM to refund the deposit.

Definitely not the right way to do a 30-day worry-free free trial but it's TM, their systems can be a bit convoluted.

This post has been edited by soonwai: Oct 13 2021, 05:12 PM

free trial still have to prepaid and refund later.

-

5. I have subscribed to
unifi 100Mbps plan, how
does the waiver fee
works? Do I have to pay
the amount stated in
bill?

 Once you have subscribed to the plan, you will enjoy a waiver of
RM129.

 You will see two (2) types of charges in your first bill:
i. Prorated charges and broadband package waiver based
on unifi activation date and Billing Period date.
ii. Full month charges of the package fee and broadband
package waiver based on 30 days from the 1st Billing
Date.

 If you decide to cancel the subscription within 30 days, any
charges for the broadband service will still be waived except for
the add-on features.

 If you agree to continue with the subscription once the free 1-
month trial period has ended, you will be charged with the
monthly subscription fee for the consecutive months. Please note
that the pro-rated charges in the first bill must be paid by the
customer.

 To understand more on unifi bill, please refer to unifi community
portal.

10. Will there be any other
charges?

 Customers will still need to pay for:
i. Advance payment of RM100 (for Malaysian citizens) or RM500
(non-citizen) for application of unifi service made without the
verification of MyKad Reader (please refer to general unifi T&C
clause 10.11 and general unifi Lite clause 5.8).
ii. Add-ons of RM60 for unifi TV Ultimate Pack and unifi Media
Box (V8)
iii. Any other add-ons items, call charges, value added services
(for example Mesh Wifi and Home Gadget Protection) and
content on demand.

11. When will I get back my
advance payment if I
cancel my subscription?

 Customers will receive their advance payment in their 1st or 2nd
bill.

12. If I decide not to
continue my unifi
subscription within the
30 days, how do I cancel
my subscription?

 To cancel the subscription, customers need to walk in to any
TMpoint within 30 days of the subscription.

 Customers will have to return all equipment upon cancellation
of the subscription to avoid being charged with early termination
fee.
unifi Home 30Mbps,100Mbps, 300Mbps
 You are required to return all the 3 equipment:
o Modem
o Broadband Termination Unit (BTU) and
o unifi Media box (V8) - for Add-ons Ultimate @ RM60 - if
applicable

 If you failed to return the items, you will be charged RM500.
unifi Lite

 You are required to return the modem. If you failed to do so, you
will be charged RM350.

 If you have subscribed to any Value Added Services (VAS), you
will be charged with the penalty fees of that particular VAS, e.g.:
Ultimate pack of RM60 X the remaining months.

 Customers may return the equipment at the nearest TMpoint after
MCO has been lifted.
13. What happens If I
continue with my
subscription after the
free trial period (30 days)
is over?

 If you’re happy with the service and do not cancel your
subscription after the free trial period has ended, the account will
be charged with the monthly fee for the consecutive months.

16. Do I need to make any
upfront payment?

 Please note that an advance payment of RM100 for Malaysians
and RM500 for non-Malaysians is applicable if you subscribe the
service via TM Sales Centre or TM Staff Sales Personnel and
online or without the verification of MyKad Reader (please refer
to general unifi T&C clause 10.11 and general unifi Lite clause
5.8).

 If you wish to avoid making advance payment, you can choose to
subscribe via online or our other sales channels such as TMpoint,
TM Authorised Dealer (TAD) or TM Appointed Reseller.


https://unifi.com.my/sites/default/files/pa...Campaign_V2.pdf

https://unifi.com.my/sites/default/files/pa...fi-plus-box.pdf

https://unifi.com.my/lsds/assets/pdf/fibre/FAQ_TRY_Me.pdf

Lodge report to MCMC.

report it to mcmc, include the details properly. Free installation means free installation as you do not pay for it.

The bill seems correct. You got 129 rebate means 1 month free. The start/end date is not applicable for rebate. It's for monthly charges.

As for upfront payment, do you pay to installer or what? Since you said after installation. If to TM than I think that's standard practice, but can you confirm it;s deposit or upfront payment. They serve different purpose. If to installer than I think it it's something not correct. Need to report to TM.