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TM Unifi Service Manual

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Summary of Contents for TM Unifi

  • Page 2 Important Aspects Of Your UniFi Service That You Should Understand Optimising Internet Access Connectivity 1. UniFi is a wired High Speed Broadband service. 2. UniFi service comprises a triple-play offering of Phone, High Speed Internet and IPTV (HyppTV). 3. The wired connection (RJ45 cable) from your desktop PC/laptop to the RG* will ensure that you get OPTIMUM high speed Internet access connectivity.
  • Page 3 5. Any package downgrade will be subjected to a RM200 fee. connected from your desktop PC or laptop to the RG still offers the best 6. All calls to TM’s UniFi call centre, 1-300-88-1222 / 1221 will be Internet bandwidth access connectivity speed.
  • Page 4 With bandwidth being provided at such high speeds, UniFi will definitely bring a whole new digital lifestyle experience to Malaysians. It will open up greater opportunities and provide access to rich content like never before in entertainment, gaming, education,...

  • Page 5: Table Of Contents

    About the Service Guide Abbreviations 10-11 Wiring and Networking 12-13 Customer Premises Equipment (CPE) 14-29 Complimentary Services 30-40 Phone (Voice Service) Value Added Services (VAS) 42-54 Optional CPE 55-57 Benefits 58-59 Charges Related to UniFi Installation 60-63 FAQs 64-76 Contact Us 77-78...

  • Page 6: About The Service Guide

    ABOUT THE SERVICE GUIDE This UniFi service guide provides you with a summary of the UniFi residential service and the features it will deliver to your home. Please read this guide thoroughly to have a better understanding about the service.

  • Page 7: Abbreviations

    ABBREVIATIONS – Alternate Current – Operating System – Broadband Power Line – Residential Gateway – Broadband Termination Unit – Post Office Protocol – Customer Premises Equipment PSTN – Public Switched Telephone Network DECT – Digital Enhanced Cordless Telecommunications SMTP – Simple Mail Transfer Protocol –...

  • Page 8: Wiring And Networking

    WIRING AND NETWORKING INTERNAL WIRING AND NETWORKING The diagram illustrates the UniFi Triple Play service set-up in your home. TM technicians will install a BTU inside your home at your nearest TV location. A fibre cable connection from an adjacent telephone pole or underground DP will run to the BTU.
  • Page 9 CUSTOMER PREMISES EQUIPMENT As a part of the package offering, TM will provide you with the Broadband Termination Unit (BTU) required equipments which are to be installed in your home in Two types of BTU will be deployed depending on order to deliver the UniFi service.
  • Page 10 The RG, also known as a router will be the main a) 1 unit – ONU / VDSL2 Modem gatekeeper for UniFi service to your home. It controls b) 1 unit – 1 metre Ethernet Cable access to HSI, HyppT V and other services that c) 1 unit –...
  • Page 11 In the case of TM’s High Speed Broadband UniFi service, both wired and wireless Internet access connectivity is What should I be aware of? offered through the installed router, commonly known as a First up, consumers should be aware that when using Residential Gateway (RG).
  • Page 12 3. The wireless router has been specifically designed the Internet with lots of different devices, from anywhere for usage with the UniFi service. in your home. Because of the way wireless and broadband 4. It comes with a 1-year limited warranty on technology work together, the downside can be a reduction in manufacturing defects only.
  • Page 13 5. Move the RG off the floor and away from walls and 3. Reboot metal objects (such as metal file cabinets) Electronic equipment and software can sometimes run into problems, like “freezing” or “hanging” - Metal, walls, and floors will interfere with your rebooting allows your equipment to perform diagnostic router’s wireless signals.
  • Page 14 802.11n device is about three times faster. 802.11n devices are backward-compatible with 802.11b/g devices. If you’re using a 802.11b/g device We hope this information will assist you to optimise your UniFi and you’re unhappy with its performance, consider experience and enjoyment.
  • Page 15 RG packaging will consist of: Set-Top-Box (STB) STB is a device that connects to a television to a) 1 unit – Residential Gateway deliver the HyppTV service (IPTV). It converts b) 5 units – 1 metre Ethernet Cable the signal received into content which is then c) 1 unit –...
  • Page 16 STB packaging will consist of: DECT Phone DECT Phone is a portable fixed line phone set for a) 1 unit – Set-Top-Box indoor mobility. It is capable of storing phone books, b) 1 unit – 1 metre Ethernet Cable ringtones of choice, last numbers dialed, redial and c) 1 unit –...
  • Page 17 High Speed Broadband connection. Select your Video On list and innovative TV Settings option experience Demand (VOD) movies or series and watch it anytime you like! HyppTV via UniFi will revolutionise the way you SEARCH SEARCH SEARCH SEARCH HELP HELP...
  • Page 18 Step 3 : Click Login. 1 e-mail address for Residential : YourName@unifi.my If you forget your Password, please contact the TM UniFi Centre at 1 300 88 1221 or e-mail to You will have 2 options to access your UniFi e-mail unifi@tm.com.my account: Option 1 : Webmail 5.2.2 Access via Preferred E-mail Client...
  • Page 19 This is a 2 way portal messaging service that is offered service available at public locations such as shopping malls, to customers through a single portal (using the UniFi coffee shops, eating outlets, convention centres, hotels and Phone number access : 012/ 013/ 014/ 016/ 017/ 019).
  • Page 20 Step 2 : Click Speed Up icon on the main page. install additional Online Guard Plus on top of what is already provided in UniFi Residential Packages. Step 3 : At Speed Up section, select Click To Run button. Online Guard Plus consists of 5 security elements: (By default, latest Internet Explorer browser will i.
  • Page 21 Operating System (OS) that support iShield Plus installation are: Windows 7 Windows Vista iii. Windows XP Note : For more information regarding the purchase of this service or for technical support, please visit www.tm.com.my Additional license is available at RM2 per month.
  • Page 22 PSTN service. that your computer has the Microsoft.NET 2.0 Framework You are not allowed to change the UniFi voice service number. installed before installing iShield®Plus. Enjoy the UniFi Residential Package with special call rates as Step 3 : The License Agreement window will be displayed.
  • Page 23 To subscribe to our Value Added Services, please call the e-browse for UniFi offers 29 publications. Subscribe to TM UniFi Centre at 1 300 88 1222 or purchase via online at these publications at very affordable prices as below: www.tm.com.my or walk in to selected TMpoint in the UniFi a) Newspapers coverage areas.
  • Page 24 Step 4 : Click Login Now and choose the purchased ix. Media Hiburan (RM12.50/month) publication(s) to view. x. Nona (RM8/month) xi. Nur (RM5.30/month) xii. Outsourcing (RM10.80/month) xiii. PC.COM (RM4.50/month) Note : For more information regarding the purchase of this service or for technical support, please visit www.tm.com.my...
  • Page 25 Basic and Password. Step 1 : Go to https://cp.netmyne.net Step 3 : Select UniFi at Service portion and click Login. Step 2 : Key in your Username and Password. Step 3 : Click Login. Note : For more information regarding the purchase of this service or for Note : For more information regarding the purchase of this service or technical support, please visit www.tm.com.my...
  • Page 26 Do Not Disturb – No incoming calls will be allowed. FREE • Handset 2 can talk with handset 1. Voicemail - A computerised answering service provided by TM, which can automatically FREE answer a call - and record callers’ voice messages - when the subscriber fails to answer 4) Handset 1 –...
  • Page 27 7.4.2 Call Waiting • If the paged party does not answer, press ‘CALL’ How to activate Call Waiting? button to return to the outside call 1) Dial *43#. 3) Handset 2 ( Receiver ) - Press the ‘CALL’ button to answer the page.
  • Page 28 Call Forwarding (On Busy) How to cancel Call Forwarding (No Reply)? How to activate Call Forwarding (On Busy)? 1) Dial # 61 #. 1) Dial * 71* < Phone Number> followed by #. Example 2) Press the ‘CALL’ button *71*01X XXX XXXX #. 3) Wait for the confirmation tone.

  • Page 29: Customer Premises Equipment (Cpe)

    3) For retrieval, customer should dial 1300 88 6245 c) 1 unit – User Guide followed by the fixed line number. WiFi USB User CD-ROM User Guide Note : For more information regarding to use the Voice Features or Adaptor for technical support, please visit www.tm.com.my...
  • Page 30 WiFi USB Adaptor home setup is shown below: considered. 1. Home Plug or other BPL devices might be compatible with our IPTV STB, Residential Gateway or UniFi service, however we cannot guarantee this. 2. Service quality will differ when connecting to an IPTV...

  • Page 31: Benefits

    Internet, video and voice connectivity. On the whole, UniFi will enable and bring greater value for Malaysians through a richer digital lifestyle and online • E njoy a richer, secure shopping and e-commerce experience...

  • Page 32: Charges Related To Unifi Installation

    DP OH The UniFi Installation Fee of RM200 covers what is required for a standard UniFi installation at a premise. Please refer to the table of charges related to UniFi installation to see what a standard UniFi installation practice covers. All Customer Premise Equipment (CPE) such as the BTU, RG and STB will be provided free of charge.
  • Page 33 1 year warranty period expires. FTB-BTU (fibre) 15 m > 15 m @RM50/m TM will replace any CPE for free within the warranty period if any manufacturing defect or failure occurs under normal/recommended usage. BTU-RG (RJ45 cable) > 1 m @RM25/5m The customer will be responsible for any CPE replacement cost within the 1 year warranty period if the fault is due to any third party or customer’s own...
  • Page 34 FREQUENTLY ASKED QUESTIONS 1. Do I pay a separate bill for the services bundled in UniFi? will not impact customers who do not exhibit unfair usage All bundled services offered under the UniFi package will be behaviour, and will not impact the delivery of HyppTV and voice services.
  • Page 35 RM200 followed by a subsequent renewal of the 7. When will I get my first bill after I subscribe to the UniFi contract [subject to change without further notice]. package? The first bill can be expected around one month after For any package upgrade and downgrade that may require a visit service is activated.
  • Page 36 Location of websites - Access to some international websites could be slow due to traffic volume, etc. 10. What if I need to relocate my UniFi service? Are there any ii. Web server capacity - Some web servers restrict...
  • Page 37 Internet access. its performance and enable it to make the most of high speed Internet connections. 12. What is the minimum speed TM promise to provide? ii. Wireless: You may obtain the full speed of the Since the actual speed you receive is based on some factors...
  • Page 38 Speed test results might be less than you expect when several devices TM has no control over the quality of other providers’ networks, so tests that travel onto other parts of the share the same connection.
  • Page 39 iv. Use the service during off-peak periods, when less v. Most test sites do not handle high speed connections correctly. This issue depends on the technology used for customers are utilising the service. testing. v. Finally, ensure your PC is virus free. How can I improve the performance of my wireless What are some simple steps I can take to improve speed?

  • Page 40: Contact Us

    Saturday (10.00am-6.30pm) How do I connect my server, firewalls, routers or other additional network devices? TM does not offer technical support for additional CUSTOMER SUPPORT network devices such as Home Plug, printer, gaming 1 300 88 1221 console, server, firewalls or routers.
  • Page 41 Thank yoU www.tm.com.my THANK YOU FOR SUBSCRIBING TO THIS SPECIAL UniFi PACKAGE FROM THE NO. 1 HIGH SPEED BROADBAND PROVIDER IN MALAYSIA. unifi@tm.com.my Terms & conditions apply and can be subjected to change. UniFi-C/V3/10/10...

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