06 Aug 2019
unifi brings #khabarbaik with unveiling of unifi Air, unifi LITE and myunifi App
New Solutions Set to Elevate Internet Experience of Malaysians
On the back of the recent announcement to further increase the overall coverage and internet quality of the nation, unifi, the premier Convergence brand under Telekom Malaysia Berhad (TM), today brings another #khabarbaik to its Streamyx customers. At the event, unifi unveiled unifi Air - its latest wireless high-speed broadband service - as one of many solutions to elevate the internet experience of existing Streamyx customers who reside in its LTE coverage areas. Meanwhile, existing Streamyx customers who are eagerly waiting to experience higher broadband speed will be migrated to unifi Lite starting September 2019.
Present at unifi #khabarbaik event were Tuan Haji Rosli Man, Chairman of TM; Dato’ Noor Kamarul Anuar Nuruddin, Group Chief Executive Officer, TM; Imri Mokhtar, Chief Operating Officer, TM; Moharmustaqeem Mohammed, Acting Executive Vice President of unifi; Safiyya Rusli, Head, unifi Digital and other unifi’s management line-up.
Speaking at the event, Moharmustaqeem Mohammed, said, “We are excited to launch unifi Air as it embodies our commitment to bring #khabarbaik to all Malaysians to ensure that no one is left behind in Malaysia’s journey of evolving into a Digital Nation. unifi Air is an upgrade to our existing services, and is being offered from as low as RM79/month to further boost Internet accessibility for Malaysians. At the same time, we are migrating existing Streamyx customers who are not within our unifi fibre and LTE coverage areas to the new unifi Lite plan at a discounted price at RM69/month first so they could enjoy the benefits of being part of our unifi family while waiting for the network expansion. One of the key benefits is to enjoy free door-to-door service assurance within two (2) hours starting with five (5) areas, which are Shah Alam, Bangsar/Pantai Dalam, Johor Bahru, Butterworth and Georgetown, starting October 2019. We remain committed to expanding beyond these 5 areas to deliver an enhanced internet experience for all existing and future customers nationwide.”
Meanwhile, Dato’ Noor Kamarul said, “The unveiling of unifi Air and migration to unifi Lite today are testament of our efforts in delivering seamless connectivity to all Malaysians. We have always been at the forefront of each telecommunication technology evolution in the nation and we have a long, proven track record in nation-building. With the strong support and trust given to TM, we will continuously work closely with the Government, the Ministry and MCMC to effectively deliver high speed broadband experience; expanding fibre and LTE coverage nationwide towards realising Malaysia’s Digital Nation aspirations.”
unifi Air is powered by a quick and easy plug-and-play wireless modem that able to connect up to 64 devices with an average speed of 20Mbps, and will be available to over 35,000 homes across 28 LTE areas nationwide. The newly unveiled unifi Air plan is specially designed for existing Streamyx users, with details as follows:
| PLAN | SIM WITH DEVICE |
|---|---|
| Monthly fee | RM79 |
| Quota | Unlimited |
| Contract | 24-month |
| Device Price | FREE |
| Upfront Payment | No |
For existing Streamyx customers who reside outside of fibre and LTE coverage areas and existing unifi Lite customers will enjoy the new unifi Lite plan at a discounted price RM69/month from their September 2019 bill onwards. Starting 1 September 2019, new customers can sign up to the new unifi Lite plan of up to 8Mbps at RM89/month. These are interim measures whilst a new network is being rolled out until 2021 via various fit-for-purpose technologies.
In addition to the new broadband services, unifi also announced its new and first all-in-one app; myunifi, which aims to provide customers a hassle-free experience and peace of mind in managing their unifi account. The app comes with features like 24-hour installation, 24-hour live chat support, zero no show assurance and more convenient payment options. In addition, myunifi app is enhanced with ‘digitalme’, a secured digital ID to facilitate the single sign-on not only to myunifi app, but also to the unifi.com.my portal and soon; other unifi apps as well. The myunifi app is now available for free and downloadable via Google PlayStore and Apple AppStore
TM through unifi, has completed its internet upgrade programme in April 2019 with 973,000 unifi customers upgraded to 10 times the existing speed; 266,000 Streamyx customers in unifi coverage areas upgraded to unifi and 226,000 Streamyx customers in non-unifi coverage areas upgraded to 2 times existing speed where technology permits. unifi remains committed to address the copper network challenges via various technologies such as fibre, wireless and GigaWire in a network rollout which will involve a phased customer migration starting today until 2021. It is expected that 70% of these customers will be able to enjoy unifi services by end 2020.
For more information on unifi product offerings, please visit unifi.com.my.
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unifi introduces five #unificares initiatives as commitment to deliver the unifi promise on customer experience
The initiative is unifi’s commitment to place customer experience as its No. 1 priority With a strengthened commitment to deliver the ultimate customer experience, unifi, Malaysia's leading convergence provider, today introduced five #unificares initiatives to transform its end-to-end customer experience (CX). As a technology company, unifi understands that customer expectations evolve together with the adoption of technology. This is why unifi aims to transform end-to-end customer experience with a renewed focus that ensures the customers' needs are met -- this is the unifi promise. To deliver on this promise, Telekom Malaysia Berhad (TM), has invested heavily over the years in both its customer support capabilities and network to deliver the best customer experience possible. The new #unificares initiative is also an expression of the company's commitment towards its loyal client base. unifi has the highest market share in the local Internet Service Provider (ISP) space. Speaking to the media at a virtual briefing from Menara TM today, TM's Chief Marketing Officer, Shanti Jusnita Johari, said #unificares is a testament of the company's continuous efforts to put customers first. "TM and unifi are walking the talk when it comes to customer satisfaction. Our 24-hour service restoration guarantee is the first of its kind in the industry. It is our commitment for unifi customers to continue to get the best broadband experience," said Shanti. She added that unifi's new bold undertaking was in keeping up with users' demands for reliable connectivity, among both the consumers and business segments especially as the micro, small and medium enterprises (MSMEs) focus on recovery and growth as well as consumers with continued hybrid working and learning arrangements following the pandemic. A good and reliable broadband access is highly critical in the "new normal". Five revolutionary #unificares initiatives unifi today announced five revolutionary initiatives to raise its game in CX. The 24-hour service restoration guarantee is among five new customer-focused initiatives under the #unificares campaign to enhance its broadband experience by reducing downtime to the absolute minimum. If unable to restore within 24 hours from complaint submission, customers will receive RM50 billing rebate compensation, redeemable via myunifi app within 30 days. It is the first of its kind in the local telecommunication industry and a commitment to its customer first strategy. This 24-hour service restoration guarantee starts 30 November 2021 and compensation eligibility is for customers subscribing to 100Mbps and above. Another innovation introduced with the campaign is unifi's Proactive Service Alert; an early detection and intervention system that ensures early notifications and speed of resolution to customers. Affected customers are alerted for restoration via SMS and the myunifi app push notification. Other customer-focused initiatives introduced in conjunction with the campaign are Easyfix self-serve tool, Service Tracker and unifi Elite experts. Easyfix is an easy visual based self-serve tool that enables customers to self-diagnose and do a quick troubleshoot on internet connection, telephony or unifi TV services. If an issue is unresolved, the Easyfix tool will automatically create a service ticket for immediate action by the unifi Care Crew or connect users to a unifi live chat agent for further assistance. Easyfix can be accessed anytime on the myunifi app under 'Support' or at easyfix.com.my. Service Tracker allows customers to view and track status of service and technical requests in real-time including details of the assigned TM Care Crew, via the myunifi app. Users can easily access the Service Tracker under 'My Activity' from their Account page. unifi Elite is a group of WiFi experts who are specially trained to provide customers with tailor-made consultation and solutions to further enhance their connectivity experience at home or business premises. unifi's track record in CX is well-established. Recently, it has been chosen as the sole Malaysian recipient for the "Brand of the Year'' award for the "Broadband / ISP" category, an award that is held under the auspices of the London-based World Branding Awards. This is the second consecutive year it won the award. Last year, it also won the "Best Fixed Home Broadband Service Provider" and "Best Business Fixed Broadband Service Provider" categories in the PC.com Best Product Awards 2020. TM continues to invest in future growth by modernising its network and technology platforms, to deliver the best current and future. TM is the only telco in Malaysia which has ventured into proactive service capabilities to elevate CX and digital tools to give added convenience to customers. Meanwhile, TM Chief Network Officer, Mohamed Tajul Mohamed Sultan, who was also present at the media briefing said the increase in usage and demand for unifi services following the pandemic had driven the company to up its connectivity game. "Even before this, public feedback shows that unifi's service quality is among the best. But we are not resting on our laurels. We want to raise the bar even higher because customer experience is paramount," added Mohamed Tajul. To achieve this, TM has invested over RM 1 billion in 2021 to uplift the customer experience in both its customer support capabilities and network improvements. This is to ensure that unifi continues to deliver unparalleled solutions to its customers. Users can visit unifi.com.my/unificares for more information on the unifi promise. The myunifi app can be downloaded from the Google Play Store as well as the Apple App Store.
unifi TV grows premium content offerings with new MangoTV and SIAR
UNIFI TV has expanded its offerings to include MangoTV, one of Mainland China’s leading online video platforms, and SIAR, a local channel that also has on-demand streaming app features for high-quality classic Malay films. Adding to its premium channels and existing streaming apps including Disney+ Hotstar, beIN SPORTS CONNECT, WeTV and Lionsgate Play, the new offerings will bring something for everyone within a single subscription, which can all be streamed over a single unifi Plus Box. These additions also strengthen unifi’s value proposition of having the largest selection of streaming apps –18 app partners in total by November 2022. “MangoTV and SIAR are quality additions to unifi TV’s international and local offerings. With MangoTV customers able to switch to other apps for free, customers can access a wider variety of content and have control over their entertainment selections – enabling them to customise their preferred content,” said Anand Vijayan, TM’s Chief Commercial Officer and EVP, unifi. Starting 6 September, unifi TV has also launched two new Ultimate Pack promotions. With a 30-day free trial and priced at MYR49.90 and MYR59.90 each, customers will access all 73 premium channels and six to eight complementary streaming apps. Anand explains, “As a leader in converged solutions for both broadband and entertainment, unifi provides all-in-one quality offerings that ease customer experiences. “Our offerings include consolidated billing and fixed prices that meet customers’ online and streaming demands, with these two new offerings now adding to our extensive selection for viewers from all backgrounds.”MangoTV among Top 5 video apps in Mainland China With more than 1,000 titles and over 30 flagship programmes, MangoTV provides Mandarin content for young working adults including films, TV series, and music. It’s popular variety TV shows include titles such as: Call Me by Fire, Ride on Wave, and Hello Saturday. Ranked among the Top 5 video apps in Mainland China, MangoTV offers up to 18 language subtitles and dubbed versions, making it accessible to all viewers. The upgraded option via unifi TV features a simpler interface and enhanced functions, as well as HD videos and panoramic sound for a more immersive viewing experience. unifi TV subscribers will also enjoy VIP access to selected premium episodes, special features, and HD-quality streaming. “By cultivating its core competitiveness through self-produced content, MangoTV has gone through a journey of exclusiveness, uniqueness and originality. MangoTV is also committed to promoting cultural exchanges around the world while unremittingly developing high-quality audio visual content. We hope to deepen communication and exchanges with TM towards establishing substantial strategic cooperation between both sides” said Fang Fei, MangoTV’s Vice President. Starting 1 September, MangoTV will be bundled for free with unifi’s Ruby Plus Pack.SIAR to curate largest archive of Malaysian retro films With more than 150 classic Malaysian films and growing, SIAR is a local streaming service boasting one of the largest local communities of cinema-lovers in the country. Showcasing 12 titles scheduled thematically every month, the channel takes audiences from ages 25 and above back to the nostalgia of yesteryear. Ali Agung, Chief Executive Officer of SIAR said, “With the presence of SIAR on unifi TV, local classic films will be given a new lease on life in line with current technological developments. SIAR is a digital film archive that brings together hundreds of classic Malay films from the 1970s to the 2000s that audiences can enjoy legally. We hope that customers will appreciate local classic films that have entertained their hearts for decades such as Mr Os’ films (e.g Mr Os, Adik and Awang Spanar), AR Badul’s films (e.g Si Badol, Panglima Badol and Guru Badul), Fauziah Ahmad Daud’s films (e.g Ceritaku Ceritamu, Azura and Ali Setan) and many more.” unifi TV subscribers can enjoy this additional channel with unifi TV’s Ultimate Pack and Aneka Plus Pack. The SIAR streaming app will be made available from 1 November. “As the first platform to introduce MangoTV in Malaysia, and with the opportunity to promote SIAR to wider audiences, we are celebrating Asian content and expanding our diversity of offerings. In the coming months, we will continue to grow our partnerships, tapping into more customisable, value-for-money selections that will offer something for everyone,” concluded Anand.
Unifi’s New Bundled Plans Unlock Even More Value For Customers
In response to the interest to Unifi’s latest offerings, we wish to clarify on our bundle packages that aims to provide subscribers with more value and seamless experience across Unifi services. This campaign provides multiple benefits to subscribers, offering more value for money, and are geared towards elevating customer experience, including high-speed broadband and content with a diverse selection of streaming apps and TV channels. With the latest addition of Netflix, the new 2Gbps and 1Gbps Unifi Ultra packages include the Unifi TV Ultimate Max Pack (also available separately for all Unifi subscribers at a limited time offer of RM89.90), which gives access to 10 streaming apps such as Netflix, Disney+ Hotstar, Viu, iQiyi, Lionsgate Play, and beIN SPORTS CONNECT as well as more than 70 premium channels. The Ultra packages launched earlier are still available at Unifi Stores nationwide at their original price. Unifi customers have the option to purchase value added services and customise their package offerings. These new packages introduced under the Unifi Ngam campaign delivers more than higher speed broadband and best WiFi. Instead, they focus on giving subscribers more options and greater value for money. With the addition of these new and exciting service bundles, Unifi remains confident in delivering an enhanced experience for our customers broadband and entertainment needs. To find out more about the new package offerings, visit unifi.com.my.
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