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Your guide to our services, from product and billing information to online supplier system, for both customer and business.

 

 

Services Center

 

100

TM CUSTOMER SERVICE CENTRE


Effective 2 April 2015, all our residential and SME business customers will only need to dial 100 if you have any enquiry or if you wish to report any service fault on TM Telephony, Streamyx, UniFi and TMgo services.

Alternatively mobile customers can reach our TM Customer Service Centre at 1 300 888 123 and +603 2241 1290 if you are calling from overseas.

*Notes: Call charges is subjected to service provider terms and conditions

Domestic & International Assistance Service (DIAS 101)

Domestic & International Assistance Service (DIAS 101)

You can make domestic and international calls through our Domestic and International Call Assistance Services by dialing 101. You may also call to find out details with regards to the call connections for domestic and international.

The type of services that we offer are:-

Station-to-Station Call

You can call overseas telephone number. The call charge commences as soon as the required number replies.

Person-to-Person Call

You can call to the specific person. The call charge commences as soon as the call is connected to the requested person. However, if the requested person is not available, the cancellation of call will be charged for 70 sen for domestic and RM2.00 for international.

Collect Call/Reverse Charge

You can request a call be charged to the called number. However, the call will only be connected if the person answering the call agrees to accept the charges.

For domestic call, the service covers nationwide, however for international call, it is only available to some countries.

Call Charges

Each connection is charged for a minimum of 3 minutes. After the first 3 minutes, it will be charged for every minute.

In addition to Call Charges, service fee of RM1.50 and RM5.00 are chargeable for domestic and international calls respectively. However, it will be charged for every successful call connected.

DIAS 101 service will operate with new operation hours from 8 am till 8 pm on weekdays only.

Directory Assistance Service (DA 103)

Directory Assistance Service (DA 103)

Directory service is one of TM's Customer Assistance Services, which provides telephone numbers upon enquiry for TM's customers who dial 103. Besides that, callers are also currently able to enquire on telephone numbers of two other network users i.e. Time Telekom Sdn Bhd.

There are two Directory Service Centres, i.e. Melaka and Kuala Lumpur, to facilitate all enquiries nationwide. For all enquiries, callers will only need to provide the full name and location of the enquired telephone number. The information provided will be in the form of a telephone number only.

DA 103 service will operate with new operation hours from 8 am till 8 pm on weekdays only. Furthermore, only one number request per call is allowed.

Special emphasis is given on data integrity and speed of answer. To meet this requirement, a caller must be prepared with the specific name and location of the enquiry to help the Customer Service Assistant to locate the number enquired.

103 call charges:


Service TypeTM Directory Assistance 103
Fixed LineRM0.30
Maxis RM2/call
CelcomRM2/call
DigiRM2/call
U-mobile, Tune Talk and othersDepends on service provider



 
 
Click here for more details.
SMS 62100

TM SMS 62100 Self Service

"TM SMS 62100 Self Service" is one of the channels that TM customers can use to conveniently contact TM's Customer Service via SMS. SMS charges are free for DiGi & Celcom subscribers, but chargeable to Maxis subscribers (15 sen per SMS sent to 62100).

How To Use TM SMS 62100 Self Service

This service can be used if you are one of the following customers:

  • UniFi Residential Customer
  • UniFi Business Customer
  • Streamyx Residential Customer
  • TM fixed line 

UniFi Residential and  Business  Customers

1) To register:

UniFi Residential Customers

UniFi residential customers are required to type REG followed by their UniFi home phone number with area code, name and new IC number. Send to 62100

Type REG<Phone no. with area code><Name><New IC>

e.g: REG 0312345678 ALI 780202030000

 

UniFi Business Customers

UniFi Business customers are required to type REG followed by their UniFi business phone number with area code, name and business registration number. Send to 62100

Type REG<Biz phone no. with area code><Name><Biz registration no.>

e.g: REG 0312345678 ALI SDN BHD PS/1234567-P

 

2) To change mobile no. :

UniFi Residential and UniFi Business Customers

UniFi residential and business customers are required to type CHG followed by their new mobile number, old mobile number and the home phone number with area code which was registered earlier. Send to 62100

Type CHG<New mobile no.><Old mobile no.><Phone no. with area code>

e.g: CHG 0131234567 0191234567 0312345678

 

3) To check on your billing information:

Report​Code​

​Billing Statement

  • Billing Acc #
  • Bill Date
  • Outstanding Balance
  • Due Date
  • Unbilled Usage
  • Last Payment Made
  • Last Payment Amount

Type UNIFIBILL1 <Billing Account  No.> and  send  to 62100

Example: UNIFIBILL1 1006908519

Billing Profile

  • Bill Media (Email OR Hardcopy)
  • Bill Type (Summary OR Itemised)
  • Bill Cycle
  • Email or Billing Address

Type UNIFIBILL2 <Billing Account  No.> and send  to 62100

Example: UNIFIBILL2 1006908519

 

4) To report on UniFi technical issues:

Report​Code​

Fault UniFi

Customer will receive acknowledgement message with their preferred appointment date and time.

Type FAULTUNIFI<UniFi phone no. with area code> <dd/mm/yyyy><hh:mm><description> & send to 62100

Example: FAULTUNIFI 0361275151 27/05/2014 11:00 Serv down

Limited to 160 characters including space

*Terms & Conditions:

i) Assistance duration for SMS fault is from 8.30am-9.00pm x 7 days. Any SMS sent after 9.00pm will only be entertained the following day.

ii) <dd/mm/yyyy><hh:mm>refers to when customer wish to be contacted.

iii) Your preferred time should be at least 1 hour after the SMS is sent.

 

For more information, click here

 

Streamyx Residential Customers and TM fixed line

1) To register:

Streamyx residential customers and/or TM fixed line customers are required to type REG followed by their home phone number with area code, name and new IC number. Send to 62100

Type REG<Phone no. with area code><Name><New IC>

e.g: REG 0312345678 ALI 780202030000

 

2) To change mobile no. :

Streamyx residential customers and/or TM fixed line customers are required to type CHG followed by their new mobile number, old mobile number and the phone number which customer has registered earlier. Send to 62100

Type CHG <New mobile no.><Old mobile no.><Phone no. with area code>

e.g: CHG 0131234567 0191234567 0312345678

 

3) To check on your billing issue:

​Report​Code

Status of Rebate

  • Status of rebate request (Approve OR Reject)

​Type BILL2 <Home phone no. with area code> and send to 62100
e.g: BILL2 0312345678

Status of Refund

  • Status of refund request (Approve OR Reject)

​Type BILL3 <Home phone no. with area code> and send to 62100
e.g: BILL3 0312345678

 Note: SMS Keyword for BILL1 has been temporarily disabled for upgrading purposes.

4) To check on report status:

​Report​Code
Fault Status

Type FAULT3 <Home phone no. with area code> and send to 62100
e.g: FAULT3 0312345678

 Note: SMS Keyword for FAULT 1 & FAULT2 have been temporarily disabled for upgrading purposes.

5) To report on Streamyx technical issues:

​Report​Code

Faulty Streamyx

Customer will receive acknowledgement message with their preferred appointment date and time.

​Type FAULTSTX <Home phone no. with area code><Preferred date & time < dd/mm/yy>< hh:mm> and send to 62100
e.g: FAULTSTX 0312345678 25/12/11 14:30

*Terms & Conditions:

i) Assistance duration for SMS fault is from 8.00am-10.00pm x 7 days. Any SMS sent after 9.00pm, will only be entertained the following day.

ii) <dd/mm/yy><hh:mm>refers to when customer wish to be contacted.

iii) Your preferred time should be at least 1 hour after the SMS is sent.

 

6) To check Streamyx availability in your area:

​Report​Code
Streamyx Avaibility

Type STX <Home phone no. with area code> and send to 62100
e.g: STX 0312345678

 

7) To log general complaint:

​Report​Code
General Complaint

Type COMP <Home phone no. with area code><Problem description> and send to 62100
e.g: COMP 0312345678 I'm having STX login difficulties with error code ….

Limited to 160 characters (including space)

 

For more information, click here

@TMConnects

About @TMConnects - www.twitter.com/tmconnects

@TMConnects serves to complement TM existing customer interaction channels:

  • TM Customer Service Centre:
    • 100
    • 1 300 888 123
    • +603 2241 1290 (outside Malaysia)

Customers may also visit the nearest TMpoint outlets.


Our Rules of Engagement

TM encourages genuine and courteous feedback via @TMConnects.

@TMConnects will endeavour to:

  • Respond to your customer service-related tweets by acknowledging your tweet in the public timeline as soon as we can.
  • In appropriate cases we will ask for your personal information & account details via DM.
  • The follow up communications will be done offline by our customer service team.


@TMConnects will not:

  • Issue / close a trouble ticket via Twitter itself. We will escalate to the relevant customer service team for further action.
  • Respond to or acknowledge abusive or rude mentions on the Twitter public timeline.