FAQ

About HyppTV


The exciting world of HyppTV is where you can enjoy a variety of movies, serial TV, documentaries, news, entertainment and much, much more -- all on demand, all at your convenience. No more fixed schedules and time-tables to worry about. HyppTV is delivered via UniFi's high-speed broadband network.


IPTV FAQ

    What is the technology being used by HyppTV service?
    It leverages on the broadband network with multi-cast and uni-cast technologies to deliver video content to the users.
 
  Can I watch more than one channel at the same time?
    Yes, you can watch 2 different channels, using the Picture-In-Picture (PIP) feature. Press the ‘R’ button on the remote control to activate the PIP feature.
   
Can I record the content of HyppTV?
    Currently, you cannot record the content from HyppTV.
   
Can I watch HyppTV on my PC? How about the TV tuner card on my PC?
    No, the service is delivered on your TV for best viewing experience. Even with a TV tuner card installed in your PC, you will not be able to watch the HyppTV content because the content is encrypted and the decrypter is only available on the HyppTV STB.
   
Will the HyppTV service affect the quality of my normal TV channels?
    No, the service will not affect the normal TV channels.
  
 What if my HyppTV shows an error, preventing me from viewing the content?
    Please ensure the AV and Ethernet cable connections, as well as the connection between the RG and HyppTV STB are fixed and in place. For Add On content, please ensure that you have purchased the required content prior to viewing. If problem persists, please call our TM UniFI Centre at 1-300-88-1222 for assistance and quote the error message on TV screen.
  
 My decoder has no signal, what can I do? Will my monthly charge be waived?
    First, please ensure your AV cable, RG and HyppTV STB connections are properly connected.Then, try rebooting your HyppTV STB. If problem persists, please call our TM UniFi Centre hotline at 1-300-88-1222 for assistance. Your monthly charge will not be waived.
   
Can I navigate the HyppTV menu without the remote?
    Yes. You can use the buttons on the STB to help you navigate as well. Just open the front flip and you can see 6 buttons. However, to have full function, a remote control is required.
  
 What if my remote control does not work properly, what shall I do?
    Please check:
        That the remote control is pointed at the STB’s signal receiver.
        That the battery power is sufficient.
        That the batteries are placed at the right connecting pole.
 
  If your remote is faulty, you may purchase a new one at selected TMPoints for RM25.
    If the video quality is not good, for example the words on the GUI are not clear, what can I do?
   You can try to fine-tune the contrast/brightness setting of your TV. If the problem persists, please call our TM UniFi Centre hotline at 1-300-88-1222 for assistance.
   
How can I prevent my children from watching any films or programmes that are not suitable for them?
    While we offer our subscribers a variety of TV channels and movies, some content may not be suitable for children. HyppTV provides Parental Control feature that allows you to decide what your children can or cannot watch. This feature is available under the Settings tab and requires a 6-digit pin code to activate. Click the ‘Menu’ button and scroll down to find the “Settings” icon. Under Profile Information, select the Parental Control to lock/unlock any channels.
 
  Why does the speed of my Internet connection drop when I use both my broadband & UniFi service at the same time?
    This problem should not occur as the video service and Internet service are using different ‘channels’ in the network and are independent of each other. If problem persists, kindly contact our TM UniFi Centre hotline at 1-300-88-1222 and we will be happy to assist you.

   If my TV AV ports are fully filler up by my current devices, how can I watch HyppTV services?
    You could purchase an additional AV switch for multiple connections.
 
  How can I utilise the full bandwidth of my Internet access?
    You will always be utilizing the full bandwidth capacity of your Internet access independent of whether you are watching HyppTV service or not.
  
 Can I purchase or request for additional AV cable if my cable is faulty (customer’s fault)?
    Unfortunately, we do not offer additional AV cables. AV cables are available in many electrical stores.
 
  How can I access HyppTV channels outside of Malaysia?
    No. For the time being, HyppTV is targeted to Malaysian households only.
  
 What if my HyppTV STB malfunctions? Can TM send someone to check the unit? Will I need to pay?
    Please call our TM UniFi Centre hotline at 1-300-88-1222 for maintenance and after-sales support. If we determine that the STB malfunctioned due to manufacturing defects, there will be no charge to replace the STB during the warranty period as the warranty only covers ‘manufactured fault’. Any un-authorized repair / modification on the STB will void the warranty.
  
 Will you give me a new STB when your personnel take away my defective decoder? Will you held me to re-install the HyppTV? How much will it cost?
    Yes, a new STB will be given as a replacement. Our technical support will do all the installations and configuration needed. If we find that the STB itself is defective, no penalty fees will be charged to the customer within the warranty period. However, after the warranty period you will need to purchase the STB for RM450. In this case whereby the subscriber purchases a new STB, the warranty period for the new STB is 12 months from point of purchases.
  
 What if I damage my STB / remote control, will you give me a new one? Will I be charged?
    If it is within the warranty period, TM will replace the STB. However, after the warranty period, an additional charge of RM50 will be imposed for on-site visits by our personnel. In the event the STB is replaced, the warranty period shall still follow the first STB. There is no warranty period for the remote control. You can purchase a replacement remote control at selected TM Points for RM25.
  
 What if my phone or fax services are affected after installing the HyppTV?
    Please call our TM UniFi Centre hotline at 1-300-88-1222.
 
  What are the warranty period of the HyppTV STB & remote control?
    HyppTV STB
    HyppTV STB has a twelve month (12 month) warranty from point of installation. For any faulty STB during warranty period, TM Authorized Service Agent shall replace with a new STB (1:1 replacement basis), no repair. Any defective Item replaced during the warranty period itself shall be subject to a further warranty period as follows:
    a. where the residual term of the warranty period for the defective Item is more than (3) months, the defective Item which has been replaced shall resume the remaining of the warranty period until its completion. For example, If the defect occurs on 3rd month, the remaining warranty period will be 9 months.
    b. where the residual term of the warranty period for the defective Item is less than (3) months, the Supplier shall provide three (3) months warranty period from the date of replacement for the defective Item replaced. For example, If defects occur on 11th months, the warranty period of the replace item will be 3 months.
    Remote control
    There is no warranty for the remote control.
   
What if I turn off the STB for a long period? Will my preferences be lost?
    No. Your preferences such as favourite channels, parental control settings and number of channels subscribed to, will not be lost.
  
 What if my STB gets too hot?
    We recommend you to place the STB in a vertical position to maximize ventilation.
  
 Can I stack my STB?
    No, this is not advisable. Please refer to User Guide for more details.
   
What if my STB got stolen?
    Free replacement of the STB will be given in the event the subscriber claims the STB has been stolen and produces a valid police report. The warranty period shall still follow the first STB.

PIN /LOGIN PASSWORD INQUIRIES

1. HyppTV Login Password


   What is HyppTV Login password?
    The HyppTV Login password is a 12-digits alphanumeric password used for:
    a. First time activation of the Set-top box, and
    b. Master PIN to reset Purchase PIN / Parental PIN.
   
Where can I get my HyppTV Login password?
    The HyppTV login password is printed in the Confirmation Slip given to you upon successful installation of the Set-top box. If you do not have the Confirmation Slip with you, please call our TM UniFi Centre Hotline at 1 300 88 1222 to get a new HyppTV Login password. TM Unifi Centre will inform you the new HyppTV Login password, or you can request the HyppTV Login password to be sent through SMS or email.
  
How do I change HyppTV login password?
    You may call our TM UniFi Centre Hotline at 1 300 88 1222 to change or reset the HyppTV Login password. TM Unifi Centre will inform you the new HyppTV Login password, or you can request the HyppTV Login password to be sent through SMS or email.



2. Purchase PIN number

    What is Purchase PIN Number used for?
    Purchase PIN number is a 6-digit PIN number used to purchase HyppTV content such as Video on Demand (VOD), Series Video on Demand (SVOD), Series on Demand (SOD), and Premium Channels, and any other paid content.
   
Where can I get my Purchase PIN number?
    The default PIN is 123456. For security reason, it is advised for you to change to another 6-digit number.
  
 How do I change my Purchase PIN number?
    You can set your preferred Purchase PIN number yourself. Please proceed to the Settings option from the Main menu and click on the Change PIN header under Profile Information. From there, you are given an option to change your Purchase PIN number.
  
 How do I reset my Purchase PIN number?
    You can reset your Purchase PIN number yourself. Proceed to the Settings option from the Main menu and click on the Change PIN header under Profile Information. From there, you are given an option to reset your Purchase PIN number. You will be asked to input your HyppTV Login password for authentication purposes.



3. Parental PIN number

    What is Parental PIN Number used for?
    Parental PIN number is a 6-digit PIN number used to unlock or lock parental function on channel(s) that has/have parental function activated.
   
Where can I get my Parental PIN number?
    The default PIN is 123456. For security reason, it is advised for you to change to another 6-digit number.
   
How do I change my Parental PIN number?
    You can set your preferred Parental PIN number yourself. Proceed to the Settings option from the Main menu and click on the Change PIN header under Profile Information. From there, you are given an option to change your Parental PIN number.
   
How do I reset my Parental PIN number?
    You can reset your Parental PIN number yourself. Proceed to the Settings option from the Main menu and click on the Change PIN header under Profile Information. From there, you are given an option to reset your Parental PIN number. You will be asked to input your HyppTV Login password for authentication purposes.



4. General Inquiries

    What if I forget my Purchase PIN number / Parental PIN number?
    You can reset your Purchase and Parental PIN number yourself. Proceed to the Settings option from the Main menu and click on the Change PIN header under Profile Information. From there, you are given an option to reset your Purchase and Parental PIN number. You will be asked to input your HyppTV Login password for authentication purposes.
   
What if I forget my HyppTV Login Password?
    You may call our TM UniFi Centre Hotline at 1 300 88 1222 to get a new HyppTV Login password. TM Unifi Centre will inform you the new HyppTV Login password, or you can request the HyppTV Login password to be sent through SMS or email.
 
  Can I have the same 6-digit number for my Purchase and Parental PIN number?
    Yes, you can have the same PIN code for both Purchase and Parental functionalities. However, for security purposes, we advise you to have different 6-digit numbers for your Purchase and Parental PIN number.
  
 Do I need to key in my IPTV Login password every time I switch on to HyppTV service?
    No, you don’t have to key in the password every time you switch on to HyppTV service.


EXTRA REMOTE CONTROL

How much is the price of HyppTV remote control?
You can purchase HyppTV remote control at RM25 each.

Where can I get the remote control if my current remote control is broken / damaged?
You can purchase HyppTV remote control at your nearest TM Point. However since the coverage of Unify area still limited, as of now you can get it from selected TM Point only. List of the selected TM Point is provided

Is there any warranty period for the new remote control?
There is no warranty period for the remote control as of now. However, we will consider optional warranty if there is a demand of it in the future.

Do you provide battery for the remote control or you sell it as a separate item?
Each complete set of remote control will be provided with 2 AAA size batteries as one item.

Do you provide different color for the remote control? If yes, can I choose the color?
As of now, we do not offer variety of color for the remote control. You will be given the same remote control.

Do you provide delivery of the remote control if we request it? If yes, how much do you charge for this service?
No. We do not provide delivery of remote control .You can walk in to the nearest TM Point to purchase the remote control.

Can I use any type of remote control (e.g. universal remote control) like the one sold at the shops if my current remote control is broken / damaged?
We do not advise you to do so to avoid any service interruption to the service. To ensure the quality of service, we suggest you to purchase the original remote control at TMpoint.

Do I need to return the old remote control before I can buy the new one?
No. You do not need to return the remote control.

What is the mode of payment to buy the remote control?
Mode of payment over the counter is either cash or credit card. We will update if there is more mode of payment available.

When your remote control will be on sale?
You can start to buy remote control in the following TMpoint outlets:

    TMpoint Muzium – Bangunan Muzium TM, Jalan Raja Chulan, Kuala Lumpur.
    TMpoint Jalan Tuanku Abdul Rahman (TAR)
    TMpoint Pandan Indah
    TMpoint Menara TM
    TMpoint Bangsar
    TMpoint Setapak
    TMpoint Ampang
    TMpoint Kepong
    TMpoint Rawang
    TMpoint Kuala Kubu Bharu
    TMpoint Bukit Raja
    TMpoint Shah Alam
    TMpoint Banting
    TMpoint Kuala Selangor
    TMpoint Sabak Bernam
    TMpoint Port Klang
    TMpoint Damansara Utama
    TMpoint Petaling Jaya
    TMpoint Taipan
    TMpoint Kelana Jaya
    TMpoint Kajang
    TMpoint Cyberjaya
    TMpoint Serdang
    TMpoint Taman Desa
    TMpoint Puchong
    TMpoint Sunway Damansara

If I am a staff of TM, is there any discounted price for the remote control?
Remote control is not part of discounted item for TM’s.

Do I receive the same model of remote control as the existing one if I purchase the new remote control?
Yes, you will receive the same model to ensure comparability of the existing remote control with your STB.

Do I receive any instructions when I purchase your remote control?
We will provide a remote control instruction in the packaging.

Can I purchase your remote control online through your IPTV website?
You can only purchase the remote control as of now is only in TM Point. However, if sale online is available, we will inform the customer.

Can anyone purchase the remote control other than the actual subscriber (account owner) of Unifi?
Yes, anyone can purchase the remote control. It is not necessary for the account holder to purchase the remote control.

Can you repair my remote control instead of buying the new remote control each time its broken/damage?
Since the cost of repair is more expensive, we only offer/ advise customer to buy the new remote control.

Do I need pre- order the remote control before I can collect from TM Point? If so, how I’m going to do with it?
No, you can just walk in to the nearest TM Point to buy the remote control without pre –order it.

Since you did not provide warranty for your remote control, how can I be assured the remote I purchase is in good condition?
Every transaction to buy the remote control will come with receipt. You are advised to keep the receipt in case of any issue happen. The front-liner will demo/ try the remote control before they sell it. Thus, it is advised to check the receipt before you leave the store.

Why your remote control price is cheaper than Astro (RM 30)? Is it less quality than their remote control?
The RM5 difference between Astro ‘s price and HyppTV’ s price do not indicate less in quality. We offer it to show our appreciation and also as part of strategic cost implementation.

Can I redeem back my money for the new remote control if somehow my old remote back to its normal function?
All sale of remote control is not refundable.