CCP FAQ
English version
1. What is On site support?
On Site support is when a TM Onsite technical comes to the customer premise for
troubleshooting or technical support.
2. Who will be charged for on site support?
The account holder will be charged for on-site support when TM Onsite technicians come to the
customer’s premise for troubleshooting or technical support
3. What is the Equipment replacement charge?
Equipment replacement charge is a charged to the Customer for any equipment replaced by TM
Onsite Technical during site visit due to :
a) Beyond warranty period or;
b) Faults due to customer (within warranty).
A customer may choose from 2 options:
a) Renewal Service Contract (The equipment is given for FREE) or;
b) One Off payment, Customer purchase the equipment from TM (charge will be imposed
in the next bill)
4. What is Renewal service contract?
A Renewal service contract is an option for a customer to get a CPE replacement for Free. Once
this option is chosen, the service contract will be refreshed on the day replacement is made.
The matrix is as per table below:
Existing Service Scenario
Contract
1 year
2 years
3 years
Table 1
Within
period
Beyond
period
Within
period
Beyond
period
Within
period
Beyond
period
Service
Period
Contract CPE
Warranty
Period
service contract
service contract
Refresh 1 year
Refresh 1 year
service contract Refresh 2 years
service contract Refresh 1 year
Refresh 1 year
service contract Refresh 3 years
service contract Refresh 1 year
Refresh 1 year
5. What is One Off Payment?
One Off Payment is when the customer needs to pay for the equipment price. The equipment
price will be reflected in the customer’s subsequent month bill.
6. Who will provide the equipment for replacement?
TM Onsite Technical will bring the equipment during site visit.
7. What is the charge for On Site Support?
The charge for onsite support is RM53.(The price is inclusive of GST). On Site support charge will
be reflected in the customer’s subsequent month bill.
8. If I choose One off payment option, what is the price of the equipment?
The price of the equipment is as below. The Price below is inclusive of GST.
The Service
The Equipment
Price (RM)
Splitter
RM 10.60
STB Remote Control
RM 26.50
Streamyx /
Modem
RM 74.20
Business Broadband
DECT Phone
RM 78.44
TVOS STB
RM 318.00
SLT Phone
RM 37.10
Telephony (DEL)
DECT Phone
RM 78.44
STB Remote Control
RM 26.50
RG
RM 127.20
UniFi
DECT Phone
RM 78.44
STB
RM 318.00
Table 2:
Note: The above price is correct as at 1st August 2015. TM have the right to change the price
from time to time without further notice.
9. How long is the warranty period?
All equipment except splitter and remote control comes with one (1) year warranty period
which covers manufacturing defects only. The warranty will start on the day replacement is
made.
10. What type of fault, not cover under warranty?
The warranty will not cover :
i.
CPE that is faulty due to force majeure ( unavoidable accident or circumstances beyond
control of TM such as war, strike, riot and natural disaster (flooding, earthquake etc).
ii.
CPE that is faulty due to customer negligence including harm caused by customer’s
carelessness, not intentional harm. This includes cases on lightning strike , broken CPE,
water spilled on CPE, etc
iii.
CPE that is stolen/ lost while at customer premise.
11. If I am within warranty, will I be charged for on site support?
Yes, if faults are due to the customer.
12. If I choose renewal service contract, and I wish to terminate later within the new service
contract, will I be charged to any penalty?
Yes. Existing Term & Conditions for within service contract applies.
13. Will the equipment warranty refresh upon replacement?
Yes. CPE warranty will be refreshed for 1 year upon replacement.
14. If I choose to purchase the equipment, do I need to pay the Onsite support charge and
equipment replacement charge to the TM Onsite Technical?
No, please do not pay to TM Onsite Technical. On Site support and CPE replacement charges will
be reflected in your subsequent monthly bill.
15. If I choose renewal service contract, which service to be extended by TM?
a) For Telephony / Streamyx / Business Broadband:
Customer
Charging Option
CPE Replacement
Commitment
Telephony Only (DEL)
DECT Phone
DEL & Streamyx /
DECT
Phone
/
Business Boradband
Modem
DEL & Streamyx /
Business Broadband Renewal
Contract
& TVOS (Bundle)
DEL & Streamyx /
Business Broadband
& TVOS (Add-on)
Table 3
Commitment
Refresher
Telephony (DEL)
Streamyx /
Business Broadband
only
Dect Phone / STB / Streamyx/Business
Service Modem
Broadband only
Dect Phone/
Modem
STB
Streamyx/ Business
Broadband only
TVOS (Hypp TV)
b) For UniFi
Customer
Commitment
UniFi VIP (Bundle)
UniFi Biz +
(HyppTV Add-on)
Charging Option
CPE Replacement
Commitment
Refresher
Dect Phone / STB / UniFi
Modem
Renewal
Contract
Dect Phone / Modem
UniFi
STB
Hypp TV
Service
Table 4
16. I have chosen Renewal service contract when I called the TM Contact Centre, however, can I
change the options to One Off Payment (Purchase equipment) or Vice versa when TM technical
team do technical support ?
Yes. You can change the options however only the account owner is allowed to make the
changes.
17. I have chosen renewal service contract and I have signed the Restoration Acceptance Form
(RAF) upon completion of troubleshooting by Technical support, later I change my mind and I
would like to change to One Off Payment options or vice versa, will it be possible?
We regret to inform that once you have chosen, agreed to Renewal service Contract Options or
vice versa and signed the Restoration Acceptance Form, you cannot change to One Off Payment
options category.
18. What kinds of scenarios are classified by force majeure and negligence?
Force majeure can be classified as unavoidable accident or circumstances beyond control of TM
such as on war, strike, riot and natural disaster (flooding, earthquake etc).
Negligence involves harm caused by customer’s carelessness, not intentional harm. This includes
cases on lightning strike (customer could always protect CPE causing lightning protector),
broken CPE,water spilled on CPE etc .
Both force majeure and negligence is not covered under warranty. Hence if replacements are
made due to the reasons above, replacement charges will be charged to the customers.