On 8th January I escalated this issue to MCMC, last week Unifi called me saying I'm entitled to the speed upgrade and made an appointment on the 27th for my speed upgrade of 800mbps > 1gbps.

On 18/12/2024, I received a WhatsApp from Unifi Care stating my Unifi Home plan is eligible for a FREE upgrade to 1gbps. I filled out all the requested information, submitted the order, and received their confirmation email with a reference number. On 26/12/24, I received the same WhatsApp again and filled out the same form on the website. I received a new confirmation email with a different reference number this time. I waited till 2nd Jan, but no order was reflected in my Unifi portal nor did anyone from TM contact me. When I chatted with TM Unifi Customer Service, the agent informed me that none of the orders above were reflected. She further added that it also depends on the infrastructure in my area to support 1Gbps. She said she checked at that moment, and it shows I'm not eligible. I was like, if not supported why did you send me the WhatsApp twice? She couldn't answer that and kept saying I should wait for the free upgrade. So I decided to escalate it to MCMC to get it done

I followed the steps exactly explained here: