I'm unsure how many Unifi users are experiencing the same issue, but here's what I discovered:

- In 2017, the plan was 30Mbps, with a modem supporting up to 1000Mbps and a router supporting up to 100Mbps.
- In October 2017, it automatically upgraded to 50Mbps.
- In September 2018, it automatically upgraded to 500Mbps.
- In October 2023, it automatically upgraded to 800Mbps.

If your plan aligns with mine:

Upon calling 100 and resolving the issues, here's what I found:

1. If you don't inquire, call them, they'll quietly charge you for the promised 500Mbps but deliver a low-speed connection (with many underlying problems).
2. In 2018, when the plan upgraded to 500Mbps, Unifi should have replaced the router, as the original one supports only up to 100Mbps, causing frequent disconnections due to the high-speed connection (Broadband & Modem are 500Mbps).
3. Without active inquiry (calling them), there's a misconception that local speed is inherently slow. If you don't call until the issue is resolved, you're left with a maximum 100Mbps connection, while you should be getting 500Mbps (automatically upgraded to 800).

Using 800 as an example, the speed should be around 75%, roughly 600Mbps.

Solutions:

1. Call 100, request a technician to inspect the existing equipment and wiring. Given the ongoing Covid situation, please be cautious.
2. Consider buying a new router by yourself if possible and obtain the password from them. Note that the mentioned steps exclude the PPPoE password, which requires a call to them.

Yes, since 2018, my plan has upgraded to 500Mbps, but the speed caps at 100Mbps or below when using the router.
Meaning to say, I have been paying for 500 Mbps, but when I connect through router and I did a test before calling them was 10 Mbps ONLY!!!
I have been paying RM190 for 5 years but didn't actually enjoy the service!!!!

Act quickly, or your plan might be 800Mbps, but the actual speed could be below 100Mbps.

Unifi, as service providers, should always ACTIVELY ensure users receive the contracted internet speed.
I wonder why nobody takes action against them or even complain to Consumer Association?

No problem at all for me.

I'm on VIP20 earlier and were given alcatel lucent modem which supported 1gbps.

VIP 20 to 50mbps to 500mbps to 800mbps all smooth no any issue at all. Except 800mbps, which free upgrade from 500mbps they misconfiguration on my account about the speed, which I called them, they fix it on my account side.

I'm on FTTH landed house.

And my speed always more than subscribed speed as always. My 800mbps sometimes can hit 860mbps.

And I rarely had any technical issue.



FYI I don't use UniFi stock router, I always change my own router.

This post has been edited by jusbella: Jan 3 2024, 11:27 PM

i will keep check own equipment when announce speed upgrade

My plan progression is like this. A bit different but end up at 800Mbps + Ultimate pack. Next expected upgrade is 2024.

Advance30 RM179 (2015) --> Advance50 RM179 (2017) --> Pro100 RM189 (2017) --> Pro100 RM159 (2017) --> Turbo800 RM159 (2018)

2015-2017: TM supplied 100Mbps modem (HG850a) and DLink DIR-615.
2017: TM replaced with 1Gbps modem HG8240H and TPLink C1200 during the 100Mbps upgrade. (+RM10 & contract renewal)
2018: No change.
*I used the DIR-615 for awhile and the C1200 for a week then changed to various models of Mikrotik routers.

No probs getting full speed.

We complain a lot about TM & Unifi here.

This post has been edited by soonwai: Jan 4 2024, 10:08 AM

I also received my 800 Mbps (Turbo Upgrade 2018) just like you, soonwai. I got the same white Huawei ONU and that black TP-Link router model for free for my first home. But, I immediately dished its router for RT-AC88U and later for a ZenWIFI-AX XT8 two-pack when the former went kaput. But, I have never had a speed 20% lower than that (to TM Klang or TM KL) since 2018. This is my latest ASUS speed test to TM Klang:

First home


Initially, I replaced the stock Unifi router with an RT-A67U two-pack for my second home network. However, I upgraded it to a ZenWIFI AX XT8 two-pack and eventually upgraded to a ZenWIFI Pro XT12 two-pack.

Second home


So, my take: get a high-performance router on your own for the best experience.

Yes. I am expecting a free upgrade in 2024.

This post has been edited by eclectice: Jan 5 2024, 03:42 PM

Bero.
If u used 5 years no rasa apa apa no complain no apa apa, probably u used to the slow speed and dont need that 800mbps bero.
Stick to your 10mbps cukup.

The disadvantage of paperless bill .. maybe the reason why nobody take action.. I mean generally whatever bills. In my opinion.

Wait, hmm, I've been upgraded till 800Mbps now too and I've no problem with my speed, why should I complain? Oh .. probably because I did my test on every upgrade and I'd made sure that my equipments are up to date too. The fibre modem is still the old one that supports gigabit and my router, I ditched TM issued router the day they gave it to me.

I share the same sentiment as TS, if I had not go around to search about this swu 3.0 or the upgrade package info, I might have been still paying rm139 every month just for 100mbps + the unused hypptv.

Yes, i was a bit frustrated , but when i checked back, my dad did said he received a sms or whatsapp that TM is offering speed upgrades etc but with recontract ,but he wasnt isn't interested and hence did not bother about it.

I only get to know when i start digging for more info when i saw on FB about TM is doing another exercise of upgrade speed for existing customers.

but thankfukly we have lyn forums, get to know how to get latest deals..so yeah, sometimes as consumer got to be proactive, unless if you really have no time then no choice .

and yes, how i wish TM has a customer service who calls up or whatsapp us to check with us from time to time but they are just a corporate who wants to get profit max.

dog eat dog world.

Fiberhome SR120-A + 800Mbps ok what

I am still paying 200+ including tax for 500Mb turbo upgrade during gobind time.

anything I can do now?

As long as you’re out of contract, the fastest way is to register for another provider’s package (eg: Maxis 500Mbps @ RM149/mth) and submit a transfer request. A few days later TM’s retention team will call you to counter-offer. In my case they were willing to drop my Unifi500 price from RM179/mth to RM139/mth with 6 month waiver and free mesh router.

This post has been edited by dev/numb: Oct 13 2024, 11:18 AM