With most Malaysians staying at home due to the ongoing Movement Control Order (MCO), unifi, the nation's enabler of connectivity and digital lifestyles, had recently identified congestion points in domestic and international networks which resulted in slower connection speeds for its users; particularly during high traffic periods and at high density areas. unifi would like to assure its customers that appropriate measures have been taken to resolve the situation which are now showing positive results.
Addressing the measures taken, Anand Vijayan, Chief Commercial Officer, Telekom Malaysia Berhad (TM) said, "To relieve domestic network congestion which affected our unifi customers in the Central and Southern regions of West Malaysia and East Malaysia, TM had recently carried out network optimisation and capacity expansion exercises. We are pleased to report that the implementation has resulted in a downward trend of network congestion which translates to better speeds for our customers. We have also been in constant communication with popular international streaming, gaming, and productivity platforms, to fine-tune their services and cater to the increased demand. We will continue to monitor the performance of our network to ensure that customers will always enjoy an enhanced service experience."
Earlier, TM had also updated that it has managed to restore the capacity of its international network caused by the Asia Pacific Cable Network 2 (APCN2) cable fault, by fully rerouting and optimising traffic via alternate international link routes. TM is working very closely with its international partners to fine-tune and proactively reroute traffic to minimise impact on customers. As a result, data connectivity to sites and servers hosted in Hong Kong and the US are now fully optimised for everyone to enjoy.
"With the international network link fully restored, our customers can now continue to experience faster, uninterrupted access to their favourite social media and productivity platforms. We are committed to help you stay connected to your loved ones, keeping you entertained, and enabling you to stay productive during the MCO," Anand elaborated.
Based on customer feedback lodged via unifi's customer service channels, many home WiFi issues were caused by higher bandwidth demands due to a sudden increase in the number of connected users and devices, especially during the MCO period.
To assist with these issues, unifi is proactively reaching out to customers with a series of educational videos and social media easy self-guide tutorials on the best ways to improve their home network setup for a better connectivity experience. This includes tips on the best locations for router placement to improve signal strength, the use of dual band routers to improve latency, and mesh WiFi systems to improve overall coverage, especially in larger homes.
Meanwhile, true to its unique proposition of unlimited home and mobile plans, unifi has extended its measures to help customers and businesses stay connected and productive to 28 April 2020, in line with the extension of the MCO period as announced by the Prime Minister recently. unifi Mobile postpaid customers will continue to enjoy the 999GB FREE LTE hotspot pass, a boost from their existing 10GB LTE hotspot pass while unifi Mobile #BEBAS prepaid customers will continue to receive FREE seven (7)-day unlimited data pass. In addition, unifi TV subscribers can stay entertained with FREE access to all channels on unifi TV, including premium channels and unifi PlayTV; and a 20% discount for all Video-on-Demand (VOD) titles in its HyppFlicks Plus category. For business customers, they can continue to enjoy FREE unifi Mobile Biz LTE hotspot pass, FREE access to Digital Marketing Solutions (DMS) platform and 20% discount on productivity tools, as well as special financing support from unifi banking partners.
TM has more than 6,000 contact centre agents, technical teams and engineers continuously working 24 x 7 in multiple shifts to ensure that its network is always-on and available to customers, and ensure customers continue to be served during the MCO. Although all installation activities at customers' premises have been postponed, other network and service restoration activities that do not involve presence into customers' premises will resume as usual. TM will also continue to perform installation and full restoration activities outside customer premises as well as at hospitals, clinics and other critical agencies.
Our support team is readily available and, as always, customers can reach out to us for enquiries and assistance via our multiple customer service channels. During the MCO, the operating hours for TM Contact Centres are as follows:
- All TMpoint outlets nationwide are closed; although TM Payment Kiosks at selected TMpoints remain open (please check https://unifi.com.my/lsds/assets/documents/TMPaymentKiosk.pdf for the full list)
- TM Contact Centres at 100, Live Chat, Social Media and e-mail
- Operations Hours: 7.00 am to 9.00 pm
- Business Contact Centre at 1060
- myunifi app (available for Android and iOS)
- unifi portal - unifi.com.my
- unifi online community forum at community.unifi.com.my
- Other social media platforms (from 7:00 am to 9:00 pm):
- Pay bills by cash at 7-eleven, MyNews, Speedmart 99, KK Mart and Petronas outlets nationwide.
- Other payment channels include TM Autopay and unifi.com.my, and mobile apps including myunifi, Boost and Touch n Go.
- Perform online payments at any of your preferred banks using JomPay with the following TM biller codes: 8888 for unifi Home, 3608 for unifi Mobile and 2345 for Streamyx and voice.
Customers who need increased bandwidth or assistance with their unifi services, can make a request via myunifi app or through unifi's contact centre by dialling 100. For more information on available unifi Home plans, customers can visit unifi's website at www.unifi.com.my/personal.
To #stayinformed, go to StayAlert.my portal – a one-stop authentic information resource and TM initiative, to help Malaysians stay up to date on the latest news and developments on COVID-19.