Unifi Customer Care: A Practical, Expert Guide to Getting Fast Support

First, identify which “Unifi/UniFi” you mean

Telekom Malaysia (TM) unifi — consumer broadband and mobile in Malaysia

TM’s unifi is Malaysia’s nationwide fiber broadband, fixed voice, TV, and mobile brand. If your bill is in ringgit (RM), your service address is in Malaysia, and your modem/ONT was installed by a TM contractor, you’re with TM unifi. Your account will have a unifi Service ID (e.g., 1-1234567890) and you likely use the myunifi app or the unifi customer portal.

TM launched unifi in 2010 and operates hundreds of retail locations (unifi Stores). Support is available by phone (including “100” from TM fixed lines), digital chat, social channels, and at physical stores. Escalations can go to Malaysia’s regulator (MCMC) if needed.

Ubiquiti UniFi — enterprise/SMB networking products (global)

Ubiquiti’s UniFi is a product ecosystem: Wi‑Fi access points, gateways, switches, Protect cameras, Talk phones, and UniFi OS consoles (e.g., Dream Machine Pro). If you buy hardware like “UniFi 6 LR,” “UDM Pro,” or use the cloud portal at unifi.ui.com, you’re in the Ubiquiti UniFi world. There is no monthly “service bill” from Ubiquiti; support is provided online via tickets, knowledge base, and community forums.

Ubiquiti handles customer care primarily through help.ui.com and community.ui.com. There is no general consumer phone hotline; RMAs are submitted online. Cloud service status is published publicly at status.ui.com.

Contact channels at a glance (bookmark these)

The fastest route depends on which Unifi/UniFi you use. Use the official channels below to avoid scams and to get a case ID you can reference.

• TM unifi (Malaysia) — Phone from TM fixed line: 100. From mobile/other networks (Kuala Lumpur line): 03-2241 1290. Keep your Service ID and NRIC/passport handy.
• TM unifi — Website and Live Chat: https://unifi.com.my (click Support or the chat widget). Customer portal and app: search “myunifi” on iOS/Android (developer: Telekom Malaysia Berhad).
• TM unifi — Social support: X/Twitter at https://twitter.com/helpmeunifi, Facebook at https://www.facebook.com/unifi. Only share personal data in private messages after the agent verifies your case.
• TM unifi — Store locator: https://unifi.com.my/stores. Walk-in services for billing, plan changes, replacement SIM (unifi Mobile), and device returns. Bring original ID and proof of address if changing ownership.
• Ubiquiti UniFi — Support portal and tickets: https://help.ui.com/hc/en-us/requests/new. Knowledge Base: https://help.ui.com/hc/en-us. Community: https://community.ui.com
• Ubiquiti UniFi — RMA/Warranty: https://rma.ui.com (requires UI account). Standard limited hardware warranty is commonly 1 year from purchase; check the specific product’s datasheet for exceptions.
• Ubiquiti UniFi — Cloud portals: UniFi Network/Protect at https://unifi.ui.com. Cloud status: https://status.ui.com (incident history and uptime metrics).

Tip: Always request and save a case or ticket number. For TM unifi, you can later reference the case at the myunifi app; for Ubiquiti, tickets will appear under your UI account at help.ui.com.

Getting help from TM unifi efficiently (Malaysia)

For outages or degraded speeds, start by calling 100 from a TM fixed line or 03-2241 1290 from mobile/other networks. Provide your Service ID, installation address, and recent symptoms (e.g., “since 21 Aug 2025 20:30, PON light blinking, LOS red”). Ask the agent to run a line test and to log a fault ticket; request the fault ticket number verbally and by SMS.

For billing, plan changes, moving address (relocation), or termination, it’s often faster to use the myunifi app or https://unifi.com.my to submit a request with supporting documents (ID, proof of address, and if applicable, business registration). For SIM swaps (unifi Mobile) or ownership changes, visit a unifi Store; bring original NRIC/passport, and for businesses, a company authorization letter. If you’re relocating, provide the new address and a contact who can grant access; installs in fiber-ready buildings can often be scheduled within several working days depending on slot availability.

If you experience repeated disconnections, ask support to check the ONU/ONT error counters and optical power levels (dBm). As a rule of thumb, optical receive power between roughly -8 dBm and -27 dBm is serviceable on most GPON CPE; values outside that range often indicate fiber issues that require a field visit. Note any port light states (PON/LOS/LAN) and your router model/firmware.

Ubiquiti UniFi support workflow (global)

Before opening a ticket at https://help.ui.com/hc/en-us/requests/new, gather controller and device details: UniFi OS/Network version, device models and firmware (e.g., U6-LR 7.5.x), topology, ISP info, and timestamps of the issue. Export support files: in UniFi Network, go to Settings > System > Support > Download Support File; include application logs and screenshots of relevant Insights/Events. For Protect, export the Application Logs and a short clip showing the problem.

Attach your proof of purchase for warranty claims and provide the device MAC address and serial number (found on the device label and in the controller). For hardware failures, describe troubleshooting already attempted (factory reset, different PoE/switch port, cable swaps, power adapter wattage). For cloud issues, check https://status.ui.com and include the incident ID if relevant.

RMAs are initiated at https://rma.ui.com. If you bought from a distributor or retailer, follow their RMA path unless Ubiquiti directs otherwise. Turnaround depends on region and stock; you’ll receive RMA instructions and an RMA number—print and include it with the shipment to avoid delays.

Troubleshooting checklist before you contact support

These quick checks can cut resolution time by half because they isolate the fault and give support reproducible data. Record the exact time you perform each step and the result.

• Power cycle sequence (TM unifi or any ISP): turn off router and ONT/ONU, wait 2 minutes, power on ONT/ONU and wait until PON is solid (not blinking), then power on router; test after 5 minutes.
• Direct PPPoE test (TM unifi): connect a laptop directly to the ONT LAN1, set PPPoE with your unifi username/password; if speeds normalize, the issue is your router or Wi‑Fi, not the line.
• Wired speed baseline: use a Cat5e/6 cable and test at speedtest.net to a local server; test at least 3 times. Note ping/jitter and throughput (e.g., 90/50 Mbps on a 100/50 plan).
• Wi‑Fi isolation: test 5 GHz close to the AP and 2.4 GHz separately. Record RSSI (signal) and PHY rate; channel width 80 MHz on 5 GHz can double throughput compared to 40 MHz in clean RF environments.
• UniFi device logs (Ubiquiti): export support files, take screenshots of Events showing disconnects, and note AP/client MAC addresses. For PoE issues, measure negotiated PoE mode (802.3af/at) and switch port power draw (W).
• Optical indicators (TM unifi): PON solid + LOS off indicates fiber link OK; LOS red or PON blinking suggests fiber/OLT issue—report immediately with the light state.

If a step identifies the fault domain (e.g., Wi‑Fi congestion vs. fiber link), include that conclusion in your ticket. Agents can then skip generic scripts and proceed to targeted fixes or field dispatch.

Escalation, service levels, and regulatory routes (Malaysia)

With TM unifi, always request a case ID and the promised next action plus a time window. If the issue remains unresolved after the promised window, call back and reference the same case so history stays intact. Repeatedly closed cases without resolution should be consolidated under a supervisor’s review—ask for a callback and note the supervisor’s name and the date.

If you believe your complaint is not handled fairly after following TM’s process, escalate to the Malaysian Communications and Multimedia Commission (MCMC) via the e‑aduan portal at https://aduan.skmm.gov.my. Include your TM unifi case ID, chronology with dates/times, photos (e.g., ONT lights), and any bills or contracts. You can also consult the Consumer Forum of Malaysia (CFM) at https://consumerinfo.my for guidance on rights and complaint steps.

Keep records: dates of calls, agent names, case IDs, promised ETAs, and outcomes. Well-documented cases are typically resolved faster and are essential if you escalate to the regulator.

Privacy, security, and scam avoidance

Only interact through official channels listed above. TM unifi will never ask for your full OTP over an unsolicited call. For social media, verify the handle spelling (e.g., @helpmeunifi on X/Twitter). Do not pay “expedited fees” to third parties for technician scheduling; official charges will be on your TM bill or via in‑app payment.

For Ubiquiti, be wary of unofficial firmware or RMA offers via direct messages. Only submit RMAs through rma.ui.com and confirm the domain is ui.com. Never share controller backups publicly; if support requests them, share via the ticket’s secure upload.

What to prepare before contacting customer care

Have these ready: account holder name, NRIC/passport or business registration number, Service ID (TM) or device serial/MAC (Ubiquiti), service address, a concise problem statement, and a timeline with exact dates and times. For performance issues, include wired/wireless test results, servers used, and screenshots. For hardware faults, list the troubleshooting you already performed and any changes just before the issue began (firmware updates, new devices, renovations).

If you’re changing plans, relocating, or transferring ownership, prepare digital copies (clear photos) of your ID, proof of address (utility bill/tenancy), and, for businesses, an authorization letter on letterhead with a contact person’s name, phone, and email. Bringing the right documents to a unifi Store or attaching them to your online request prevents repeat visits and speeds up processing.

Is UniFi customer service 24 hours call USA?

We staff our Professional Site Support team with expert network engineers specifically trained to architect, install, and operate large-scale UniFi deployments. Our 24-hour phone support coverage ensures you receive rapid, high-touch assistance during and outside of business hours for ultimate assurance.

How do I contact UniFi customer service?

DIAL +603 2106 3001
*Note: Call charges from mobile are subject to respective service provider’s terms and conditions.

Does Ubiquiti have customer support?

Ubiquiti provides a 24/7 Chat Support service that connects users with Tier 1 engineers. Please note that: Chat Support Engineers will gather information and check for correct configuration, even for technically involved cases, and can provide how-to support for newer users.

Is TM customer service 24 hours?

“Our contact center remains open, primarily for assurance support. Due to the higher volume of interactions during this period, customers are encouraged to utilise our digital channels which are available 24/7 for account-related enquiries, management and payment,” added Shanti.