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Self Help FAQ
Having issues with your payment?
- Disable all pop-up blockers or be aware of pop-ups being blocked.
- Check if your card uses 3D secure authentication. Certain banks require 3D secure pre-registration.
What is the Deactive Period?
The Deactive Period is a grace period granted to subscriber’s who plan has been deactivated due to not topping up. During your account’s Deactive Period, you will not be able to make calls, send SMS or browse the internet, but you can receive incoming call and SMS. To be able to make calls and send SMS, please perform a top up. To avoid service cancellation, please top up before the end of the Deactive Period
When will the change of Deactive Period from 90 days to 60 days start?
The change will start on 1 April 2014.
Which plans will be impacted?
All prepaid plans will be impacted, including U Prepaid Plans, New U Prepaid Plans, Mobile Broadband Prepaid Plans & Prepaid iPlans
How will this impact currently Deactive subscribers?
For customers who are currently in a Deactive status but not exceeding 60 days by 1 April 2014, the line will be barred (no outgoing transaction or internet allowed) as per the current lifecycle.
For customers who are currently in a Deactive status exceeding 60 days by 1 April 2014, the line will be terminated as per the current lifecycle. Please perform a top up to avoid service interruption.
Will I be able to use UMI plan if my account is inactive or has expired?
If your account is inactive or has expired, you will not be able to use U Broadband. Do ensure that your account remains active.
How do I stay active?
Simply top up your account to stay active. Every RM1 top up is equivalent to 1 day of active period. The maximum active period at any one time is 365 days.
How do I calculate the number of days on which I will enjoy FREE call?
Every RM1 top-up gives you 1 day of FREE calls. If you top up RM10, you will get 10 days of FREE calls from the day you topped-up. The maximum number of FREE calls is capped at 365 days.
How do I subscribe to UMI plans?
You may subscribe via: UMB Dial *118#, then select <3 Mobile Services >, then select < 1 Unlimited Mobile Internet > , then select the UMI of your choice. SMS Send the
below to 28118 to subscribe to the respective UMI plan:
|UMI 20||ON UMI 20|
|UMI 25||ON UMI 25|
|UMI 30||ON UMI 30|
|UMI 38||ON UMI 38|
|UMI 50||ON UMI 50|
Who is eligible to be on the new Power Prepaid Plan?
All new U Mobile prepaid subscribers effective from 23rd July 2015 onwards will automatically be on this new plan. For subscribers who are on the existing U Prepaid Plan or New U Prepaid plan and wish to upgrade to the new Power Prepaid Plan, you can do so via UMB or SMS starting 5 August 2015.