A Statement was made by Dato Zam, Managing Director and Group CEO of TM this morning on BFM radio. TM will temporarily halt the implementation of the FUP (fair usage policy) pending review if their tweaking does not work over the next 2 days, and feedbacks collected from the public en masse. He also said that it is only viable for TM to implement FUP. (FUP will be revisited).
The international capping was previous tagged as TM exercising its rights under the FUP but it appears that the system wasn’t working perfectly and causing users to be capped at arbitrary speeds in certain areas. This went by unnoticed for the most part and users thought it was just another round of TM instability and some were even told that it was an undersea cable issue (which is untrue since that had been fixed previously). I suspected something afoot so started a thread on LYN seeing if it was a widespread problem and this is how this issue came to light. Much thanks to Aizuddin and other bloggers in helping to bring this issue up to TM senior management.
For those of you who want to hear the interview you can do so here. Most of it is about Unifi but there was an acknowledgment of the problem at 37:41 into the video.
Fair Usage means that all our paying customers means they should be treated fairly. Heavy users tend to hog the network at the expense of the non-heavy users. The challenge is how we can implement this best we can and so that it is truly fair for the customer.
On how he is going to resolve the capping issue:
We will find a way out immediately, today we are looking at some parameters that will allow the equilibrium of usage. If it’s still a challenge in the next 1-2 days, I’m going to pull that out first and then we will relook, get feedback from our users and see how we can do this better.
We have to be realistic and accept that FUP is indeed standard practice however there should be some control:
- FUP should only be used to regulate where there is a spike in internet activity and not as an excuse not to improve bandwidth/infrastructure. If during peak periods it’s ALWAYS congested, then TM needs to improve bandwidth.
- FUP should distribute available bandwidth and not apply an arbitrary cap which was what this traffic shaping project did.
- Customers should not be used as guinea pigs. The system was rolled out without users being informed and turned out to affect a good number of users.
- TM customer support frontliners should be informed of changes like this and be able to communicate this to the users without resorting to direct contact with top level management.
Now remember if you are having problems with the international cap or ‘FUP’, a new e-mail line has been created by their Corp Comms VP Izlyn and you should send your speedtest results to firstname.lastname@example.org (effective 1 December 2010).
Best way is to enclose speedtest.net reports from SG and Cyberjaya and compare them with the other MY servers and TM’s own speedometer along with the time that the capping is happening.