TM has implemented a new policy whereby Internet disruptions on the unifi service will be solved within 24 hours. Applicable for both unifi Home and Biz customers, the new policy is already in place starting from today onwards.
The 24-hour service restoration guarantee covers both physical access (fibre network) as well as the TM-supplied Customer Premises Equipment (such as Wi-Fi router). However, this guarantee only applies to Internet failure and service downtime but does not cover performance issues.
The 24-hour countdown begins at the time when the official support ticket is created for the customer. If TM is unable to restore the connection within the guaranteed time period, the customer will then be able to redeem an RM50 rebate voucher for their next bill through myunifi app.
Meanwhile, this guarantee is only available for unifi fibre customers with a 100Mbps plan and above. Hence, it is also not applicable for unifi 30Mbps, unifi Lite, unifi Air, and unifi Mobile customers.
(Source: unifi – [1][FAQ – pdf])
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