KUALA LUMPUR, Sept 21 — Telekom Malaysia Bhd (TM) has clarified that the correct upload speed configuration for its 500Mbps package is 100Mbps and not 200Mbps as stated in the earlier version of the Frequently Asked Questions (FAQs), unifi Portal and leaflets..
TM also reiterated that there has been no change to the upload speed configuration for the new unifi 500Mbps package.
TM said this clarification was in response to the statement made by the Malaysian Communications and Multimedia Commission (MCMC) titled “MCMC Siasat Aduan Pengurangan Kelajuan Pakej unifi Berbanding Tawaran Awal”, adding it would like to assure all its customers and stakeholders of its commitment to consumer rights and protection.
“We regret the error and have issued a clarification statement regarding the matter on Friday night,” it said in a statement today.
TM said it continues to be transparent in informing its customers on this, and are tightening its processes to ensure this does not recur.
“In the meantime, we will give our full cooperation to the MCMC in their investigation.
“We wish to update that all customers are still within the 30-day Try Me period as we just introduced the package less than one month ago on Aug 24, 2020.
“Hence, customers can opt not to continue with us without any penalty,” it said.
TM will be calling customers who had signed up for the 500Mbps package since Aug 24, to inform them of the error and on the options available to them, starting from Monday Sept 21.
“We would like to apologise for any inconvenience caused and assure our customers that all of our channels, including our website and marketing materials, have been updated to reflect the correct information,” it said.
For any queries please reach out to TM’s customer service representatives at its call centre at 100, TMpoints nationwide or virtual agents via myunifi app.