U Mobile Connection Problem

For the past few weeks, U Mobile sites (Facebook, Twitter, careline) have been flooded with the complaints from customers. We also had experienced the same issue whereby the line connection is at its worst. Till Google asked us to play with dinosaur. 

Instead of playing with the dinosaur, we emailed them, private messaged at U Mobile Facebook page and called the customer service (CS) center. Here we would like to rank the response-time rate so that you can figure on what to try at most.

- The emails (yes, 3 emails were sent!) were replied after few days. So not helping. 

- At Facebook Messenger, the response-time rate is acceptable, within 1 hour, they asked to detail the issue. 

- Called the CS hotline, it was during day time. Few trials were made but none was able to reach the operator as the line was very busy at that time. Called them at night, still got same result. Finally able to reach the operator at nearly 12am. So, next time (hope there's no next time), better to call them at midnight and above unless you are patient enough to wait during the day.

So here is what you can do as suggested by the operator on how to troubleshoot the issue. Kindly follow the steps below.

1. Turn off the modem / mobile phone.

2. Remove the sim card.

3. Wait for 10 minutes at least (follow this).

4. Reinsert the sim card.

5. Turn on the modem / mobile phone and try to reconnect.

6. If it is the modem issue, you have to contact modem provider.

Finally, the issue is resolved. Actually we already did the step above prior to speaking with the operator but we did not even wait after removing the sim card thus failed to recover. As the operator told, the issue affected Klang Valley area earlier on but has been resolved.

However, if none of the above works for you, do call the careline. 

For faster action, kindly elaborate more on the issue below to enable them to assist you accordingly and provide them the details required below for verification purpose and for them to further check on your account.

Account Holder Name:

NRIC Number:

Billing Address:

Alternate Contact Number:

Affected Number:

Copy Error Message:

Phone / Modem Model:

Issue:

Listed below are the U Mobile contact details.

Customer service careline: 

Dial 1318 if you are calling from your U Mobile phone or 

(+6) 018 388 1318 if you are calling from other fixed or mobile phone lines

Email: customer.service@u.com.my

Facebook: https://www.facebook.com/umobile/timeline

HUAWEI careline (in case of HUAWEI modem issue): 1800-22-0086

Thanks for reading! Hope this helps.