My Experience Upgrading to 4 Mbit with Streamyx

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My Experience Upgrading to 4 Mbit with Streamyx

I’ll let my correspondence to them do the talking:

I have recently upgraded my account from 1 mbit RM88/mo to the 4 mbit package.

Mr X came a few days ago to my home fix the connection and performed the upgrade and reported that everything was complete.

However when I did a speedtest, it was still at the old speed of 1.5 mbit.

I do not believe this is a line or normal speed quality issue as the speedtest returns a consistent 1.5 mbit or (1400+ kilobits/sec) which was the exact same speed I got before the upgrade.

I have called 100 for a total of 7 times. Each time they will first tell me:

1) There is no problem with my account and that it’s at 4 mbit

2) When I tell them I’m still getting only 1.5, they then tell me that one of their systems show me that I’m still on the old 1 mbit package

3) They do not know the status of my reports as there has been no note left

4) They do not know how to process my TR ID: XXXX and that the report number that they have is XYXYXY

5) I received a total of 1 follow up call who called to confirm the problem and was told that he would call yesterday night (19 Feb) but I received no such call.

6) They told me that there was nothing I could do but wait for 24 hours (everytime I wait, there is no improvement)

7) The last time I called (12.10 PM 20 Feb 09), explained the whole problem again and then I was put on hold. After a few minutes of waiting, the line suddenly changed to an engaged tone!!

8) I received no return call after this.

9) Nobody seems to know what the issue is and I am getting more and more agitated and being asked to call the installer, go to the TM centre or call TM and it seems that I am just being pushed around.

10) Several of the technicians had the nerve to ask me to try that ‘unplug your modem and replug it back in’ old story when it’s obviously nothing to do with it (I have done it several times and am familiar with how it works).

I have also gone to the TMNet customer point in person for a total of 3 times. They too inform me that the work report is ‘in progress’ but don’t know what’s the status but told me they will ‘monitor it’. Got a sms from FOCus saying that my TR ID is XXXX

I have also spoken to Mr X 4x who has confirmed that he has done all that he can on his side and that my phone line is set properly to 4 mbits and that there is nothing more for him to do. He was very friendly however and said that he will try to follow up in KL when he goes over for a meeting there on Monday…

Now I have spent a lot of time trying to get an answer on this or at least an acknowledgement that some work is actually being done on my problem rather than having to repeat my problem for the 7th or 8th time. I just want to know several basic things:

1) What is the status of my report, has someone been assigned to it?

2) What is the time frame for resolution? Please do not say 24 hours as I have already waited for more than that with constant reassurances that the system will fix itself in 24 hours.

3) What is the problem and who is the appropriate person to contact regarding this matter?

I hope to receive a reply on this as soon as possible and I can be contacted via my mobile at XXX. I am extremely frustrated and hope this matter can be dealt with in an expedient manner.

Then their ridiculous reply:

Dear Sir/Madam,

Thank you for contacting TM. Firstly, we would like to apologise for the late reply.

Referring to your e-mail dated 20th February 2009 on slow connection issue, we regret that your Streamyx connection still does not function to the expected level of efficiency. However, upon verfiying in our system, we are able to track down your reports XXXX that you had lodged pertaining this issue. Please be informed that this report is still in the midst of investigation and rectification by our Technical Department.

We acknowledged that your urgency towards this issue. However, we regret to inform that we are unable to provide you with the specific time frame of the service restoration time. Please note that our technical team is currently working on it and we will do our level best to rectify the problem occurred. Should you need to check your report status, kindly contact our Technical Department at 100 and select “Internet Services”.

For further assistance or feedback, kindly e-mail us at help@tm.com.my.

Alternatively, you can also contact TM at 100 and select “Internet Services”.

Regards,

Che Ashaliana Che Deraman

Customer Care Support, Internet Services,

Customer Service Management,

TM Retail.

www.tm.com.my

(ICOMS#8979308-561503)

Sometime on Friday, my line was magically reporting 4 mbit on speedtest. I called the tech guy who installed my line and told him everything was in order albeit the international slowdown which he can do nothing.

So there I was…yes still upset that my 4 mbit line could not even surf Facebook but took solace that the whole tech fiasco was over and all I had to do was wait for TM to fix their lines.

Then lo and behold…got a call in the morning and this was really the icing on the cake

“Hello, Reuben speaking”

“Hi, I’m calling from TM Customer Care”

“Ah yes.”

“Regarding your complaint, the technician has informed me that 4 mbit is currently not supported in your area”

“What! But I’m getting 4 mbit now!”

$*#&$8$&#*$(@#$#&(&#$!

In short and from our other users’ experiences from upgrading their line:

  1. 4 mbit does not improve surfing
  2. 4 mbit works at 4 mbit on local sites. International sites….hit and miss (with miss being more)
  3. Be prepared for several weeks of no internet (I’ve received reports that in W. Malaysia they cut off your line pending the upgrade)
  4. Be prepared to be locked to an IP range (I now cannot get any other IP range besides 115.x.x so if that sucks, I’m screwed)
  5. Be prepared for LOTS of frustration in dealing with Tech Support should your upgrade not proceed smoothly
  6. 4 mbit Premier Support just means that your Premier Support Assistant can now no longer speak English
  7. Be told a 100x that you need to power on and power off your modem first by an automated message then by the human technician (what’s the difference!)

21 Comments

  1. melnikor says:

    hehe
    bad exp for u bro ………..

    TM suxxx ….

  2. Raymond says:

    Okay I am skipping the thought of upgrading my line to 4Mbps. Well done TM for looking like a fool!

  3. edan1979 says:

    bleh… i never bother to upgrade my line from 512… 😡

  4. samlee860407 says:

    sigh….tmnet really sux

  5. ibex7 says:

    Well, that the result of business monopoly activities. They got no strong competition so we, the customer who suffered. Change ISP. Let them rot up when all the customer left them. Anyone here thinking about changing from Streamyx to Wimax service??

  6. wo0p says:

    yes , I’m fear same thing as you, im using 2mb streamyx, still have problem with slow down international sites if compare to local,

    especially those want upgrade 2mb please regret it , im still cant switch to other like 60.xxx, always stuck with 115.xxx.xx

  7. nooramad says:

    Hye,
    I would like to share my experience dealing with tmnet,
    I have contacted SKMM, Suruhanjaya Komunikasi dan Multimedia regarding my slow connection and telephone problem.
    Before I make the report, I have contacted the 100 line thrice, for 5 days my phone was dead.

    This was the reply from SKMM,

    Ruj. Kami: SKMM (T) 09-CCB/160/0300/01/09

    Tuan,

    Terima kasih kerana menghubungi Suruhanjaya Komunikasi dan Multimedia Malaysia (SKMM).

    Aduan anda telah diterima di Biro Aduan Pengguna SKMM. Pihak kami ambil maklum ke atas aduan yang diajukan dan akan menyiasat perkara tersebut. Di samping itu, kami berharap agar pihak tuan dapat memberikan nombor telefon yang boleh dihubungi sekiranya terdapat sebarang pertanyaan lanjut dari pihak kami berhubung aduan ini.

    Sila hubungi kami sekiranya pihak tuan memerlukan sebarang bantuan berhubung perkara ini melalui emel atau ditalian aduan 1800 888 030 (Isnin-Jumaat 8.30am – 5.30pm).

    Sekian, terima kasih.

    Che Norhazreen

    Biro Aduan Pengguna SKMM

    Suruhanjaya Komunikasi Dan Multimedia Malaysia

    63000 Cyberjaya, Selangor.

    Aduan Melalui Internet:

    Talian Aduan : 1-800-888-030

    (8:30pagi-5.30ptg,Isnin-Jumaat)

    Faks : 603 8688 1880

    Emel : aduanskmm@cmc.gov.my

    Laman Web SKMM : http://www.skmm.gov.my

    A day after that report, TM contacted me more than three time, the technician come twice,
    I also got a rebate, RM20, not much but just fair enough.
    I think they really don;t like people reporting to SKMM,

    but you know what?

    it’s your right,

    PRACTICE YOUR RIGHT

  8. K says:

    I’m skipping that and also after the horrendous experience of applying a new Streamyx line, i’m just too fed-up with them now.

  9. wchoong says:

    just to let you know about the 4MB package. I have my fair share of telephone calls with their customer service and talking to a brick wall
    but my overall experience with 4mb upgrade was , they can change your package from 1MB straight to 4MB and start charging right away after you apply
    but the only problem is , the billing and on the “physical” site of changing your port from 1MB to a 4MB is two different thing.

    so if u want to get things done quickly, ask the technician to come to your place … and ask them to call their “gang” in the other site watching over the internet ports to change your 1MB port to 4MB port … it can be done in matter of seconds …!!! i was there and i witnessed it…

    i talk to their own technician and they themselves getting 8MB line at their own house because they have control over those internet ports …

  10. krish says:

    Lol 4 mbit? In malaysia? U gotta be kiddin me! These pricks cant even manage 1 mbit, more to 4 mbit? Hel no in this generation. Even my 1 mbit is shaking since last march and thats the day i stopped paying. Up to date my bill is about 800 plus and i got all proof to sue them in court if they happen to harass me for payment 😛 So learn the lesson, if u wanna upgrade streamyx, not in this generation. Just cross ya fingers and wait for a miracle to happen 🙂 Peace……..

  11. housedetective says:

    I share your pain brother. SO i never ever call them.. i just pray to god (my god, in this case, is Joe Pesci).. and after a while all works back to normal (1.5MB). Upgrading is out of the question till I see a serious liberalization of the industry or move to another country.
    Welcome to Bolehland!
    and Screw TM! Waiting to see them all in hell (where i will rule)

  12. xmsnard says:

    Yeah… SKMM is just the RIGHT body to complaint to… I complaint once, and SKMM get me right away, then TM engineer get to me the next day for 3 times to follow up together with the rebate (don’t even need to email them for rebate request). My brother also complaint once to SKMM, and the same happened to him where the TM people called him the next day… Hahaha!! This SKMM really effective, at least for the meantime…

  13. Bryan Eng says:

    Same here bro…
    4mb hahaha…Its’ more like -4mb most of the time…
    Can’t even get 400kbps
    Sigh

  14. Bryan says:

    Heh entertaining post, and pretty much the reason why I stick to 512 speed. I think about 1mbs now and then, but really it’s all a matter of waiting a bit longer for stuff to download. I get the same ping everyone else gets, so online gaming’s fine. Bottom line, there’s no compelling reason to upgrade unless you need it for work.

  15. Andrew says:

    Ah… I got news for you guys. Even if you want to upgrade to 4MB, you probably can’t. Because from what I know, not many places can offer you 4MB at the moment. What do you expect from TMNet?

    I went and enquired about upgrading to the 4MB from my existing 1mb package… after checking, they say I can’t upgrade becoz my place can’t support 4Mb… I told them WTF!… so.. ok… upgrade to 2MB then…. check check check….oh… sorry again… 2Mb also cannot support. This time I’m pissed off already…. gave the guy at the counter an earful… but he’s quite nice… so a bit toned down earful… ;-)… then he told me… OK… never mind.. I upgrade u to 1.5mb but u still pay the price for 1Mb. So I said… OK lah… better than nothing.

    But I was a bit sceptical that anything would be done. However, when I got home 1 hour later… lo and behold… my downloads started getting zippier… checked my modem speed…confirmed upgraded to 1.5mb. Till now still OK…except for the bloody current problem with the Intl. links. Sigh… TMNet…

  16. John says:

    Are you really having b-r-o-a-d-band?

    Click this links to check

    What is Broadband? )

    Connection speeds and download limits )

    Is telephone cable the same as road highways?

    1. Roads during peak period will have traffic jams.

    2. However, telephone cables are similar to TNB cables.

    3. One electric cable from TNB is connected to a row of terrace houses.

    4. Bear in mind the usage of electricity is 24 hours per day in every house. Peak usage is during the night with TVs, airconds etc. Do you experience low voltage? Power surge perhaps.

    5. Is broadband usage 24 hours? Is every house using broadband?

    Therefore,

    1. I urge everyone to check whether you are getting the download speed that you subscribed from streamyx. For your info, you should get at least 90%.
    2. Please click this link to see how much speed you get. Click a few times to confirm. (http://promos.mcafee.com/speedometer/test_0150.asp)
    3. If you are getting below 50%, please do a print screen.
    4. To do a print screen, put your cursor at the down right hand corner (put the cursor at the time) to get the date and day appear. Once appear, press together the keyboard buttons ctrl and prt sc.
    5. Next click start, All Programs, Accessories, Paint
    6. Press keyboard buttons ctrl and v
    7. Then File, Save As (put a name) Save into your desktop
    8. Send it as attachment to amarjit.singh@cmc.gov.my, shaharliza@cmc.gov.my, mdshaani@fomca.org.my
    9. They need your support and evidence to bring up to TM
    10. Please support for everyone benefit

  17. WpL says:

    I like this part…

    “Hello, Reuben speaking”
    “Hi, I’m calling from TM Customer Care”
    “Ah yes.”
    “Regarding your complaint, the technician has informed me that 4 mbit is currently not supported in your area”
    “What! But I’m getting 4 mbit now!”

    This shows how inefficient TM technicians are…
    They are trying to avoid problems rather than solving them…
    RB, u should pretend that it’s not upgraded, so they will charge u the old monthly package price… wakakaka

  18. Jeremy says:

    Forget about TM Customer Support number 100. They are mostly 99% fresh graduate with “local trained” and 3rd CLASS VALUE in networking!!!

    I have fed up to call 100 anymore. Any issue, just go to TM point and SCREW THEM UP!!
    Don’t talk to them, they are mostly “STUPID!!”.

    Yesterday I called up them for slow line browsing, one of them.. ask me to check modem link.. check modem power is turn off or not, what a stupid question!! If my modem is off, how do I browse?

    Please La! Go back to primary school and study again.

  19. linkinstreet says:

    Well that’s what you get from home line. I am using TM Net 16MB Business package and it’s as fast as it said
    The problem here is that the bandwith priority from TM Net which usually are in this order
    Government based administration –> security (police and armed forces) –> business (stock market, etc) –> SOHO (Cyber cafe, etc) –> Home. Thus which is why the home lines are getting shitty speeds. Most of the times the home lines “menumpang” the business lines to go to homes, thus when situations like international lines got screwed, they throttled the bandwith for the home lines to give more speed to the business ones.
    I doubt the situation would change, unless TM Net can get it’s own international line (currently all SE Asian ISP are sharing one line) and build a dedicated home line that does not rely on the business ones. Honestly, I rather go do my internet surfing at the office than at home because I know I got a reliable line at the office.
    Hahii~~

  20. Ayin says:

    just to let you know about the 4MB package. I have my fair share of telephone calls with their customer service and talking to a brick wall
    but my overall experience with 4mb upgrade was , they can change your package from 1MB straight to 4MB and start charging right away after you apply
    but the only problem is , the billing and on the “physical” site of changing your port from 1MB to a 4MB is two different thing.

    so if u want to get things done quickly, ask the technician to come to your place … and ask them to call their “gang” in the other site watching over the internet ports to change your 1MB port to 4MB port … it can be done in matter of seconds …!!! i was there and i witnessed it…

    i talk to their own technician and they themselves getting 8MB line at their own house because they have control over those internet ports …

    I will tell u about this MSG its so true relly Technicain was 8mb while pakage was 516kb that awas Rm 40 and this is suk
    im not saying id i dont witness it and from a word from tech its self.

    what i relly pisses of is about the IP range they can chg in real easy and just Click on the the right place is not on Tm its at 2 place that all aroung malaysian internet going there i forgot the name of that place so its about the tech when they come to ur home and install it while they relly dont need it relly no lies i can do it myself just the i dont had theur number not the tech but the person who in front of the monitor like bursa saham monitor,

    they just idk they dont like us or its their behavior to install our port to the lame slow and the worse port its so stupid while the new port is not use.fakk that person and i relly meen it.

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