Full statement from Telekom Malaysia (TM) below:
20 September 2020- In response to the statement made by MCMC this morning titled “MCMC Siasat Aduan Pengurangan Kelajuan Pakej unifi Berbanding Tawaran Awal”, Telekom Malaysia Berhad (TM) would like to assure all our customers and stakeholders of our commitment to consumer rights and protection. We regret the error and have issued a clarification statement regarding the matter on Friday night. We continue to be transparent in informing our customers on this, and are tightening our processes to ensure this does not recur.
In the meantime, we will give our full cooperation to the Malaysian Communications and Multimedia Commission (MCMC) in their investigation.
We would like to reiterate that there has been no change to the upload speed configuration for the new unifi 500Mbps package.
A correction was made to an error in the upload speed for our 500Mbps package stated in the Frequently Asked Questions (FAQs), unifi Portal and leaflets on 2 September 2020. The correct upload speed configuration for 500Mbps is 100Mbps instead of 200Mbps stated in the earlier version of the FAQs, unifi Portal and leaflets.
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 24th August 2020. Hence, customers can opt not to continue with us without any penalty.
We will be calling the customers who had signed up for the 500Mbps package since 24 August to inform them of the error and on the options available to them, starting Monday 21 September onwards.
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.
For any queries please reach out to our customer service representatives at our call centre 100, TMpoints nationwide or virtual agents via myunifi app.