FAQ on unifi Plus Box

FREQUENTLY ASKED QUESTIONS (FAQ)

ON
unifi PLUS BOX

NO QUESTIONS ANSWER

unifi PLUS BOX GENERAL INFO

1. What is unifi Plus  unifi Plus Box is the new media box (Android TV Box)
Box? introduced to maximise the viewing experience of our unifi
customers.

 unifi Plus Box comes with the following features:

 Direct access to contents from unifi TV and partners.
 An interactive and immersing viewing experience.
 Enjoy your content in full High Definition (HD).
 Voice Search using Google Assistant on your remote
control.
 Cast Content from your smart devices to your unifi Plus
Box.
 Subscribe to premium unifi TV content via remote control.

2. What is the  The technical specs of the unifi Plus Box are as below:
technical specs of
the unifi Plus Box?  Processor: Quad-core
 GPU: OpenGL ES 2.0
 RAM: 2GB DDR4
 Flash: 8GB eMMC
 System: Android TV 9.

3. What are the apps  Your unifi Plus Box will come with pre-installed apps from
pre-installed in the unifi TV app and our partners such as BBC Player, dimsum,
unifi Plus Box? iflix, Viu, YuppTV and FOX + (coming soon).

 Check out the latest app available on our website at

https://unifi.com.my/plusbox

4. How do I watch the  Great news for you! We have secured a great deal with our
content from the partners for you to enjoy. The subscription details of each
pre-installed apps? app are as below:-
Do I need to
subscribe? No Partner’s app Offerings
1. iflix  Freemium
2. dimsum  Add-on subscription at RM10
3. BBC Player  Complimentary for Ultimate TV
pack subscribers
 Add-on subscription at RM10
4. YuppTV  Add-on subscription based on
packages starting from RM10
5. Viu  Free viewing for 6 months
 Opt–in to subscribe at RM10
6. FOX +  Coming soon
 FAQ on unifi Plus Box

 For more information on the subscription, please visit

https://unifi.com.my/plusbox

5. Can I watch Netflix  The access to Netflix service is currently not available.
on unifi Plus Box?

6. Fox+ is pre-  We would like to apologise that the access to FOX+ service
installed on the is currently not available. Stay tuned for more updates from
unifi Plus Box, but us.
why am I unable to
play it?

7. How do I install an  Step 1: Please ensure that you are signed in to your Google
app into the unifi account
Plus Box?
 Step 2: Press shortcut button on the remote and choose “get
more apps”

 Step 3: Select your preferred app and press “Install”

8. What are the  For best streaming quality, we recommend a minimum

required internet broadband speed of 5Mbps.
speed for me to
run the unifi Plus  To ensure better user experience, we recommend you to
Box? subscribe to unifi 300Mbps plan. To buy the plan, please visit
https://unifi.com.my/personal/home/fibre-broadband

9. What are the video  The unifi Plus Box supports up to 4K2K, MPEG-2/ MPEG4/
formats that unifi VP8/ VP9/ H.264/ H.265 video formats.
Plus Box support?

10. This is interesting!  Due to popular demand, we are sorry to inform that the unifi
How can I get the Plus Box is currently out-of-stock.
unifi Plus Box?  Fret not, if you subscribe now, you will enjoy a RM60/month
rebate and you can still enjoy premium entertainment via unifi
play TV app until we complete the installation of the unifi Plus
Box.
 For Add-On box, do drop your interest at TMpoint, 100 or
livechat so we could get in touch with you once the unifi Plus
Box is back in stock.
 We expect the supply of unifi Plus Box to be back in stock by
April 2020

unifi Home Plan Promo plan Contract

unifi 300Mbps with RM199 24-months

Ultimate TV pack RM139
* Discount
RM60
unifi 100Mbps with RM189 24-months
Ultimate TV pack RM129
*Discount
RM60
unifi 30Mbps with RM149 24-months
 FAQ on unifi Plus Box

Ultimate TV pack RM89

* Discount
RM60

 For existing unifi Home customer can enjoy unifi Plus Box
following below guidelines:

Existing unifi Options to get unifi Plus Contract

home Box
subscriber
Subscriber Change plan to unifi 24-months
with unifi TV 300Mbps with Ultimate TV
pack (Varnam pack at promotional price of
plus/ Aneka RM199.RM139 (Discount
plus/ Ruby RM60)
Plus/ Jumbo
Lite/ Ultimate Add RM10 per month to the 24-months
TV pack) monthly charges is currently
disable until further notice

Subscriber Change plan to unifi 24-months

without unifi 300Mbps with Ultimate TV
TV pack pack at promotional price of
RM199 RM139 (Discount
RM60)

Change plan to unifi 24-months

100Mbps with Ultimate TV
Pack at RM189 RM 129
(Discount RM60)

Or
Change plan to unifi
30Mbps with Ultimate TV
Pack at RM149 RM89
(Discount RM60)

11. Can I subscribe to  We are sorry, you will need to subscribe to unifi TV service in
unifi Plus Box order for you to enjoy the unifi Plus Box.
without
subscribing to
unifi TV service?

12. Where can I get  New unifi Home plans can be subscribed via the following
this unifi Plus touchpoints:
Box?  myunifi app (available in both Google Playstore and
Apple Appstore)
 unifi.com.my
 Live Chat
 Any TMpoint Outlets / TM Authorised Dealers nationwide
 Resellers nationwide
 FAQ on unifi Plus Box

 TM Staff

Existing unifi Home customers may subscribe to this

promotion via self-care portal, TMpoint outlet nationwide or
by contacting TM100.

13. Can the unifi Plus  unifi Plus Box supports both WiFi and LAN connectivity.
Box be connected
to Wi-Fi?

14. Can I have the unifi  Yes, as they are both HDMI enabled. Simply connect the
Plus Box and unifi unifi Plus Box and Media Box to your TV’s HDMI ports, then
TV Media box select the HDMI source via your TV remote.
(white media box)
plugged into the
same TV?

15. Why does my unifi  Simply follow the configuration checklist as below:
Plus Box unable to
access the 1. Go to “Settings” and select “Network & Internet” to
network? ensure that the Wi-Fi is enabled.
2. Choose the available network to connect (for Wi-Fi user)
or check if LAN cable is properly connected to the unifi
Plus Box.
3. Check the network link indicator at the front panel of the
unifi Plus Box. Green light means it is connected to a
network and if the light turns red, it means that the device
is not connected to a network.
4. Should you need further assistance on network
connectivity, please contact :
• Live Chat via myunifi app or www.unifi.com.my
• Facebook via facebook.com/weareunifi
• Twitter @helpmeunifi
• Email to help@tm.com.my

16. Is there warranty  Yes, the unifi Plus Box comes with a warranty for a period of
for the unifi Plus 12 months from the date of installation.
Box?
 Please visit https://unifi.com.my/plusbox for details of the
warranty policy

17. Is there any  The standard installation fee is RM53, but during this
installation fee for campaign period (for a limited time only), the installation fee
unifi Plus Box? will be waived.

18. I am a unifi  Unfortunately, you will need a high-speed broadband

Lite/Streamyx connection to enjoy a good viewing experience with unifi Plus
customer, can I Box. Hence, it is not advisable for you to take up this offering.
also enjoy the unifi
Plus Box?
unifi TV packs
19. Will I be charged if  No worries, you don’t have to subscribe to additional unifi TV
I subscribe to a pack. You can watch your existing unifi TV pack via the unifi
 FAQ on unifi Plus Box

unifi TV pack or Plus Box.

VoD on my unifi
Plus Box?  However, for VOD, there may be separate charges apply.

20. I am getting an  For fast resolution, you may visit

error message on https://community.unifi.com.my/ for self-troubleshooting
my unifi Plus Box guide, tips and tricks.
and unable to view
any of the unifi TV  Alternatively, you may contact us via our digital channels
channels. What below:
should I do?  Live Chat via myunifi app or www.unifi.com.my
 Facebook via facebook.com/weareunifi
 Twitter @helpmeunifi
 Email to help@tm.com.my

Google Account
21. Can I skip the  You can skip the configuration of the Google account during
configuration of the setup of your unifi Plus Box. However, it is recommended
the Google for you to create/register your Google account to get the
account during the most out of your unifi Plus Box features such as enjoying the
setup of my unifi latest apps from Google Play Store.
Plus Box?
 Go to https://unifi.com.my/plusbox for step-by-step
installation and setup guide.

22. How do I configure  Press the Home button and go to ‘Settings’. Scroll down to
my Google ‘Accounts & Sign In’, then select ‘Add Account’ and choose
account on the account type ‘Google’.
unifi Plus Box?  Follow the instruction guide on your TV screen to setup your
Google account and continue to fill up your email and
password accordingly.

23. Are there any other  Yes, you may download your preferred applications from
apps that we can Google Playstore into the unifi Plus Box.
access via unifi
Plus Box?

24. How do I use the  Press the Google Assistant button on the remote control and
Google Assistant speak close to the remote control to use the voice search
feature on the feature.
remote control?
 Currently, the Google Assistant feature only works in the
Google world. To use it, you will need to configure your
Google account on the unifi Plus Box.

25. How do I use the  Push the Google Assistant voice search button and say
Google Assistant “Open unifi” to activate the feature.
for unifi TV?

26. Will it consume my  Yes, you will need Internet connection to run the apps in the
broadband unifi Plus Box.
bandwidth if I use
 FAQ on unifi Plus Box

the apps in the  To ensure better user experience, we recommend you to

unifi Plus Box? subscribe to unifi 300Mbps plan. To buy the plan, please visit
https://unifi.com.my/personal/home/fibre-broadband

27. Why am I not  For quick resolution, you may

getting the internet visit https://community.unifi.com.my/ for self-troubleshooting
connection after guide, tips and tricks.
migrating to the
unifi Plus Box?  Alternatively, you may contact us via our digital channels
below:
 Live Chat via myunifi app or www.unifi.com.my
 Facebook via facebook.com/weareunifi
 Twitter @helpmeunifi
 Email to help@tm.com.my

Existing unifi Home customer

28. I am an existing  Due to popular demand, we are sorry to inform that the unifi
unifi customer, Plus Box is currently out-of-stock.
how do I get the  For Add-On box, do drop your interest at TMpoint, 100 or
unifi Plus Box? livechat so we could get in touch with you once the unifi Plus
Box is back in stock.
 We expect the supply of unifi Plus Box to be back in stock by
April 2020

Existing unifi Options to get unifi Plus Contract

home Box
subscriber
Subscriber Change plan to unifi 24-months
with unifi TV 300Mbps with Ultimate TV
pack (Varnam pack at promotional price of
plus/ Aneka RM199.RM139 (Discount
plus/ Ruby RM60)
Plus/ Jumbo
Lite/ Ultimate Add RM10 per month to the 24-months
TV pack) monthly charges is currently
disable until further notice

Subscriber Change plan to unifi 24-months

without unifi 300Mbps with Ultimate TV
TV pack pack at promotional price of
RM199 RM139 (Discount
RM60)

Change plan to unifi 24-months

100Mbps with Ultimate TV
Pack at RM189 RM 129
(Discount RM60)

Or
Change plan to unifi
 FAQ on unifi Plus Box

30Mbps with Ultimate TV

Pack at RM149 RM89
(Discount RM60)

29. I would like to  Yes. The penalty charge is the remaining months of the
cancel the unifi monthly subscription fee (price before discount) of the
plan with unifi Plus subscribed package and unifi TV pack.
Box within the
contract period, is
there any penalty
charge?

30. How are you going  No worries, there will be a unifi installer to help you set up
to deliver the unifi the unifi Plus Box at your premise.
Plus Box to me?

unifi Plus Box Features & Function

31. Can I watch 4K  unifi Plus Box supports 4K UHD content. However, to access
UHD content with 4K UHD content, it is essential to have a compatible 4K TV.
unifi Plus Box?  To watch 4K Ultra HD content, you’ll need a 4K Ultra HD
compatible TV

32. If I am using 4K  No, if you already using 4K TV you can watch 4K UHD
TV, do I need to do content using unifi Plus Box.
any configuration
on my TV and unifi
Plus Box to enjoy
4K quality?
33. How to use the  Currently subtitle function only available in on Demand.
subtitle function / While playing your on demand content.
multiple audio? 1) Press down button on your remote control
2) Choose subtitle icon
3) Select your preferred subtitle / audio

34. My remote control  First, please make sure that you have pair your remote with
is not responding the unifi Plus Box and the battery are correctly in placed.
/intermittently  Follow this steps as below to pair a Bluetooth device
responding. What 1. Go to Home screen
should I do? 2. Select “Settings”
3. Under “Remote and accessories” select Add accessory.
You will see a list of nearby devices.
4. Put your device in pairing mode. Your device will be
added to the on-screen list
5. Select your device

 Kindly refer to the unifi TV Quick Start guide provided in the

box or go to https://unifi.com.my/plusbox for step-by-step
installation and setup guide.

 As an alternative, if problem still persist, just download the

Android TV Remote Control apps from the Google Play Store
 FAQ on unifi Plus Box

on your smart devices.

unifi TV Customer

35. I am an existing  Please login using your existing unifi playTV ID and
unifi TV customer password.
via old media box.
How do I sign up at
unifi PlayTV app in
unifi Plus Box?
36. How to access  You can reset your password through your unifi PlayTV app
unifi from your mobile device.
PlayTV account if
I've forgotten the
password?
37. I am an existing  Yes, you will receive a unifi Plus Box. However, due to
unifi TV customer. popular demand, we are sorry to inform that the unifi Plus
I wish to take dual Box is currently out of stock. Do drop your interest at TM
room services. Will Point, 100 or livechat so we could get in touch with you once
I receive the new the unifi Plus Box is back in stock.
Unifi Plus Box?  We expect the supply of unifi Plus Box to be back in stock by
April 2020.

38. I am an existing  For existing customer, unifi Plus Box is offered as Add-On
unifi TV customer. service.
I wish to exchange  However, due to popular demand, we are sorry to inform that
my old Media Box the unifi Plus Box is currently out of stock. Do drop your
to Unifi Plus Box. interest at TM Point, 100 or livechat so we could get in touch
How do I proceed? with you once the unifi Plus Box is back in stock.
 We expect the supply of unifi Plus Box to be back in stock by
April 2020.

39. How to use the  You can enjoy unifi Plus Box as your 2nd media box by
unifi Plus Box as connecting via Wi-Fi and login using your existing unifi
2nd media box to playTV ID.
enjoy unifi TV  To enjoy unifi TV content on your 2nd media box (multi-
content? room), you must maintain your current subscription of unifi
TV pack.
 However, due to popular demand, we are sorry to inform that
the unifi Plus Box is currently out of stock. Do drop your
interest at TM Point, 100 or livechat so we could get in touch
with you once the unifi Plus Box is back in stock.
 We expect the supply of unifi Plus Box to be back in stock by
April 2020.

40. How many  The subscriber of Ultimate Pack will have an option to add a
additional boxes maximum of three (3) additional Media Boxes.
that I can add-on?  However, due to popular demand, we are sorry to inform that
the unifi Plus Box is currently out of stock. Do drop your
interest at TM Point, 100 or livechat so we could get in touch
with you once the unifi Plus Box is back in stock.
 We expect the supply of unifi Plus Box to be back in stock by
April 2020.
FAQ on unifi Plus Box

 To ensure better user experience, we recommend you to

subscribe to unifi 300Mbps plan. To buy the plan, please visit
https://unifi.com.my/personal/home/fibre-broadband