Frequently Asked Questions

You can lodge complaints through the following channels:

1. Direct to U Mobile:
   • Careline +6018 388 1318
   • Email: customer.service@u.com.my
   • u.com.my/contactus
   • MyUMobile Apps
   • UM Service Centre
   • Social Media (Facebook and Twitter)
2. Other Channels:
   • MCMC Complaint Portal (http://aduan.skmm.gov.my/)
   • CFM Complaint Portal (www.complaint.cfm.org.my)

Non-Network Complaints
For non-network complaints, you would need to provide your mobile number and description of the issue.

Network-related Complaints
If you have network issue, you are kindly advised to perform the following troubleshooting steps on your device:

1. Check www.u.com.my/en/personal/support/coverage-map/network-status if there were scheduled maintenances at the alleged area.
2. Select Settings > Select Network Mode or Mobile Data and select 3G/WCDMA only or 4G only (switch back to "Auto" if the issue persists).
3. Make sure the Apps you are currently using are in the latest version and Clear Cache
4. Make sure Restrict Background Data is turned off

Should the issue persist, you are required to provide us with the following details for investigation:

1. U Mobile Number in use (still active):
2. Have you lodged a complaint to us before? If yes, please provide us with the report no.
3. Issue:
4. Latest date and time the issue occurred: (e.g., 18 November 2021, 10:00 AM)
5. Full address of the location:
6. Screenshot of Speedtest via Ookla Apps (result/error):
7. GPS Coordinate:

Acknowledgement
You will receive an acknowledgement for your filed complaint

Understanding your Complaints
U Mobile would assess if the information provided are sufficient for our further investigation. Our Customer Service will contact you directly shall further information required from you. Please ensure you are reachable thru the mode of communications which has been shared, for us to assist on your complaints as soon as possible. Your filed complaint will be closed if we failed to hear from you on the details required after 3 attempts of contact from our Customer Service. However, if the issue persists, you are required to lodge a new complaint to us with the required information as mentioned above.

Investigation and Findings
U Mobile will perform the investigation once the mandatory information is shared. Our Customer Service will contact you to inform on the findings and resolution thereafter.