02 Jun 2021

TM stays committed to serve customers during full Movement Control Order

TM stays committed to serve customers during full Movement Control Order Article Header
TM
UNIFI

As an essential services provider, TM continues its operations subject to FMCO guidelines

With the nation going into Full Movement Control Order (FMCO) starting 1 June 2021, Telekom Malaysia Berhad (TM) remains committed to serving the nation as we understand connectivity is especially crucial to our customers during this period. As the safety and health of its employees, contractors and customers continue to be the utmost priority, TM is taking the necessary precaution steps to protect their wellbeing when carrying out their tasks.

With the FMCO implementation, TM will continue with Special Working Arrangements for its workforce nationwide until further guided by the Government. TM employees at the frontline and supporting critical functions are given the option of flexible working hours or split working teams. Meanwhile, other employees will continue to work from home utilising digital and online productivity tools available.

TMpoint outlets and key partner stores are open for service applications and essential transactions subject to government and local authority regulations. Our service installation and restoration activities remain available for customers with Standard Operating Procedures (SOPs) in place to ensure the safety of both TM personnel and its customers.

Commenting on TM's preparedness to serve the nation during the FMCO, Shanti Jusnita Johari, Chief Marketing Officer, TM said, "As the nation's essential service provider and the enabler of Digital Malaysia, we understand the importance of getting connected as more people are working from home, participating in online learning, conducting business via online and keeping the family entertained while staying safely at home. Therefore, we are committed to ensuring all our customer support services remain in operation and taking proactive measures to monitor our network to provide uninterrupted best internet experience for homes and businesses."

"As more users are at home during this period and utilisation is expected to increase, customers may need extended support to optimise their WiFi setup at home. unifi customers can book Wi-Fi optimisation services from the unifi Elite team to further enhance their internet experience at home. The first 100 slots are now complimentary and interested unifi home broadband customers can book the slot by completing the online form at unifi.com.my/bookunifielite.

Existing unifi customers can also access the self-serve channels at both unifi Community and EasyFix portal which provide customers with tips and guides to tackle their usage experience issues quickly."

"Our contact center remains open, primarily for assurance support. Due to the higher volume of interactions during this period, customers are encouraged to utilise our digital channels which are available 24/7 for account-related enquiries, management and payment," added Shanti.

unifi currently offers #unifiyourworld that comes with up to RM200/month savings and unifi Mobile 99 is now priced at RM59/month with no contract for existing unifi customers. For business customers, they can sign up for unifi's business packages which now come with high-performance Mesh Wi-Fi and business solutions.

Updates on Latest Developments of All TM Customer Service Operations during the FMCO period

Digital Channels

For more information, query, customer service, subscription and any support related needs, please visit www.unifi.com.my.

Customers can also reach out to unifi via our digital channels as follows:

myunifi app (available for Android and iOS)

unifi portal – unifi.com.my

unifi online community forum at community.unifi.com.my

Email – help@tm.com.my

Facebook – https://www.facebook.com/weareunifi/

Twitter – https://twitter.com/helpmeunifi.

TMpoint

  1. All TMpoint outlets nationwide (except in Sarawak) are open following the allowed operating hours by the National Security Council and local authority regulations. Only essential transactions are available which include new service applications, payments at kiosks and collection of SIM cards.

    TM Contact Centres at 100, Live Chat, Social Media and e-mail

  • Operations Hours: 7.00 a.m. to 9.00 p.m. and 24/7 for Live Chat

    Installations and Restorations

  • All installation and restoration activities at customers' premises will continue with the customer's consent and verification of their household status via MySejahtera app. However, the services are not available in Enhanced Movement Control Order (EMCO) Locality and Home Surveillance Order (HSO) zones.

    Payment Channels

  • All TM Payment Kiosks at TMpoint outlets are in operation.
  • Alternative cash payment channels are at 7-Eleven, MyNews, Speedmart 99, KK Mart, MyNews and Petronas.
  • Alternative digital payment channels via Autopay, unifi self-care portal at unifi.com.my, myunifi app, online payment channels from any of your preferred bank via JomPAY with TM's biller codes (8888 for unifi Home, 2345 for Streamyx & Voice and 3608 for unifi Mobile) and via e-Wallet (Boost app).

TM would like to wish all its customers and stakeholders a safe and healthy stay at home under the FMCO and to remind them to continue to take precautionary measures such as social distancing and good personal hygiene to curb the spread of the virus.

The Company will continually monitor for developments on the ongoing situation and adapt its services to help customers, whenever needed as the safety of its employees and members of the public are of paramount importance to us.

 

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