Unifi promises its subscribers that if they receive a complaint of disconnection, it will be resolved within 24 hours or they will be given a RM50 rebate on their bill.
In order to provide a better user experience, unifi has launched EasyFix self-service, which allows users to try to resolve the problem themselves through EasyFix. If the problem cannot be solved through EasyFix, users can seek help through customer service.
If unifi is unable to resolve the problem within 24 hours, then a bill rebate of RM50 will be given. This commitment is limited to subscribers with 100Mbps or above fiber optic network packages and is limited to internet failure and downtime situations only, excluding other performance related issues for now. unifi also guarantees the same level of service to all subscribers, including 30Mbps subscribers and unifi Air subscribers.
The 24-hour period is calculated from the moment unifi receives a complaint from a user. If unifi is unable to resolve the problem within 24 hours, unifi will give the subscriber RM50 rebate on the bill. The subscriber will be notified via SMS and myunifi APP.
To redeem the RM50 rebate, users must go to the myunifi APP and click on Account, then click on the 24hours Restoration Guarantee banner and then click on Claim. Note! The RM50 bill rebate is only valid for 30 days, you must claim it within 30 days or it will automatically expire.
In addition, unifi has also announced the launch of Proactive Service Alerts (PSA). If TM finds unifi has connection problems, it will proactively send SMS and myunifi APP notifications to users. Users can also follow up the progress of fixing the network connection through the Service Tracker feature.
