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General
- What is U Home Fibre?
U Home Fibre is an internet connectivity service offered by U Mobile, delivering high-speed internet access through fibre cabling to your home premises. It includes an optical network unit (ONU) and a WiFi router (CPE) to enable internet access over LAN and WiFi within your household.
- What are the speeds offered under U Home Fibre?
U Home Fibre offers four fibre broadband speed plans: 100Mbps, 300Mbps, 500Mbps and 1Gbps.
- How do I use U Home Fibre?
You can start enjoying blazing fast broadband with U Home Fibre as soon as the physical installation is successfully installed. Make sure your device(s) are WiFi-enabled or can be connected via LAN cable. We will not be held responsible for connectivity issues caused by your devices
- When does the service begin, and what is the duration of the Minimum Contract Period?
The service initiates upon the completion of the physical installation appointment and is bound by a Minimum Contract Period of 24 months.
- How can I check which areas are covered under the U Home Fibre services?
You can go to /en/personal/broadband/u-home-fibre#check-broadband-coverage to check for coverage areas available before subscribing to the services.
- My home is not within the coverage area. What should I do?
You can register your interest with us at www.u.com.my/en/personal/broadband/u-home-fibre and we will contact you once your area has coverage as we are constantly and rapidly expanding our coverage nationwide. You can also refer to our coverage checker periodically at the same website. In the mean time, do check out U Home 5G at www.u.com.my/Home5G for unlimited 5G broadband with nationwide coverage, no installation and no contract.
- Where can I subscribe to U Home Fibre?
You can purchase the plan at any of the options from U Mobile branches or Register Your Interest at www.u.com.my/en/personal/broadband/u-home-fibre
Eligibility
- Who is eligible to register for U Home Fibre?
Anyone above 18 years old residing within the service coverage areas in Malaysia without any outstanding payments with U Mobile.
- Can existing U Home 5G plan subscribers perform a Change Rate Plan (CRP) to U Home Fibre?
Yes, subscribers with existing U Home 5G plan can perform a Change Rate Plan (CRP) to the U Home Fibre, forfeiting any unused data allowance from the old plan. Any CRP is subject to Terms and Conditions.
- Are there restrictions on performing U Home Fibre CRP to other U Mobile products?
Performing a CRP to other U Mobile products, including prepaid and postpaid, is not allowed.
- Does U Mobile reserve the right to change the eligibility criteria?
Yes, U Mobile reserves the right to change the eligibility criteria whenever necessary.
Deposit & monthly fees
- What is the deposit requirement for non-Malaysians subscribing to U Home Fibre?
For non-Malaysians, a RM500 deposit is required for the Plan.
- Are there any provisions for carrying over parts of the Monthly Fee to the following months?
No, the Monthly Fee must be paid in full, even if the full value of the service is not used. Any excess usage is billed monthly.
- Will there be any advanced charges into my bill?
You're billed for the upcoming month or period of service before actually using it. This practice ensures that the service remains uninterrupted and that you're always paid up for the upcoming cycle.
- Where can customers find the pricing table for the data plans of U Home Fibre?
The pricing table for U Home Fibre is made available on our website: www.u.com.my/en/personal/broadband/u-home-fibre
Experience
- What factors influence the actual speed and data capacity as per the pricing plan?
Actual speed and data capacity vary based on factors like proximity to tower capacity, device type, and overall Internet traffic.
- How does U Mobile handle misuse of the Plan?
U Mobile may monitor accounts to ensure compliance with the Terms and investigate misuse of the Plan, recovering costs if misuse is found.
- How is the Service provided?
The Service is provided on an "as-is" and "where-is" basis, and U Mobile disclaims liability for factors like availability, accessibility, and continuous use.
Installation
- When can I expect the installation of the service at my place?
The installation of the service at your premises is scheduled from Monday to Friday between 9.00 am to 6.00 pm and on Saturdays between 9.00 am to 1.00 pm. However, installations are subject to the conditions set by your building management or premises. Please note, there won't be any installations on Sundays, gazette public holidays, or state holidays.
- What happens if I'm unavailable during the installation appointment?
If you are unable to be present or haven't secured entry rights for our Installer within the specified 30 minutes, it will be considered a failed installation attempt. In such cases, we'll reach out to discuss either rescheduling the appointment or canceling the service. Please note that charges for rescheduling or cancellation may apply in these situations.
- What should I do if I need to reschedule the installation?
If you need to reschedule the installation appointment, kindly get in touch with our service team during our operational hours on regular working days. We'll do our best to accommodate your request within the available installation slots from Monday to Saturday.
- What are the charges for canceling or rescheduling the installation appointment?
Charges for canceling/rescheduling installation appointments are RM200. Charges for rescheduling/cancellation within 4 business days are reflected in the bill. Charges for cancellation during installation are also billed accordingly.
- When do charges for non-standard installation apply?
Non-standard installation is applicable when there are additional layout-specific works
- What is the warranty coverage for the ONU and CPE?
The ONU and CPE are covered by the warranty coverage as long as you are subscribing to U Home Fibre.
- What are the rates of the repair or replacement of the ONU or CPE?
Such rates can be found in the U Home Fibre Terms and Conditions.
- What incidents are excluded from the Equipment warranty?
The Equipment warranty excludes coverage for incidents such as damage, loss, theft, defects due to misuse, negligence, and acts beyond U Mobile's reasonable control.
Termination & suspension
- How can customers terminate their U Home Fibre plan, and what fees apply if terminated before the Minimum Contract Period?
Customers can request termination by walking into our U Mobile Premier Dealer and U Mobile Service Centre. Early termination fees of remaining contract balance is charged if terminated before the Minimum Contract Period.
- What happens during service suspension, and can it be reactivated?
Monthly fees continue during service suspension. Reactivation can occur within 2 business days upon settling outstanding charges.
- May I reactivate my services once it is terminated after clearing off my outstanding bills?
Unfortunately, once services have been terminated, it cannot be reactivated back, therefore you may have to sign up for a new service instead, to resume service usage.
Plan Modification
- How can customers upgrade their U Home Fibre, and does upgrading extend the minimum contract duration?
Customers can contact the center at 018 388 1318 to upgrade their plan without extending the minimum contract duration subjected to maintaining under the same infra type.
- What does the monthly bill show when upgrading the U Home Fibre plan?
When upgrading the plan, the monthly bill shows a prorated amount, including charges for both the previous plan and the new one, along with any additional fees for CPE upgrades or other promotional terms.
- What restrictions apply during the Minimum Contract Period?
During the Minimum Contract Period, customers cannot downgrade the plan, relocate services, or perform a transfer of ownership, as it will be deemed as an early termination of the Service subject to the Early Termination Fee.