Tag Archives: complaint letter

My broadband service issue resolved

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I made a report to TM Net and MCMC regarding to slow connection issue in May 18,2009.After several days,I received the reply from MCMC.

Complaint Num : 03XX/XX/XX

Dear Sir/Madam,

Thank you for writing to Malaysian Communications and Multimedia Commission (SKMM). Your complaint has reached Consumer Complaints Bureau of the SKMM.

Please be informed that we are looking into this matter.

Should you have any other enquiry, please do not hesitate to email to us or contact our complaint hotline number at 1800 888 030 (Mon-Fri 8.30am To 5.30pm).

It seems like a common generated email,right?As I had done what I could do,I have to wait them for further investigation.

Three days later,I received the call from TM Net customer service rapid response team to comfort me and told me that they would do the work for me immediately and then called me again on the next day.I was so sad that I never got any call on that day from TM Net.

Well,keeping on waiting is the only option.Until May 26,2009,I felt that I can’t wait anymore.Thus,I wrote another email to MCMC and got the reply as follows:

Complaint Num. : 03XX/XX/XX

Dear Sir/Madam,

We take note on your feedback and will make a follow up with TM on your Streamyx connection problem.

Should you have any other enquiry, please do not hesitate to email to us or contact our complaint hotline number at 1800 888 030 (Mon-Fri 8.30am To 5.30pm).

Just hours later,a technician from TM Net called me that he would come to my house to check the connection.Although I’m not a IT person,I have enough knowledge on this kind of issues.I directly told the technician that it was some fault on TM server(port) there,but the technician insisted on having a site check first.

He did what I had done such as ping time,tracert,speed test etc.After all,he told me that he thought the issue came from there server and he would go there to reset a port to me.

Within one hour of changing to a new port,my issue was resolved and I could get the speed what I suppose to get-2Mbps.

That means if TM,at first,investigated its server there,it wasn’t necessary for me to wait for weeks.

Yesterday I received a call from TM Net customer server rapid response team again.The girl confirmed whether the issue had been resolved and informed me that she would arrange a rebate for me.

Today I just received a confirmation of rebate telling that I could get an amount of RM128 as a rebate for unexpected level of efficiency and it will be automatically reflected in my following TM bill.

The thing is ended here.However,I still wonder when TM Net will provide a more efficient service and a better helpdesk.

Does it work?

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I’m so depressed on my terrible Streamyx service.I had lodge several reports for the slow connection issue and I didn’t see any improvement at all.So yesterday night,I wrote a complaint letter indicating my bad experience with Streamyx to Malaysian Communications and Multimedia Commission and forward to TM as following:

Dear Sir/Madam,
I had reported for a slow international connection 2 weeks ago.At that time,I could get the full speed which I’d subscribed for by visiting local server.Regarding to this issue,I had made a report with TM Net with a report number:X-XXXXXXXXX.

However,after one week of that issue,I started to have slow local connection as well.From that date on,I could only get the speed of downlink around 1.4Mbps which is less than 70% of my subscribed plan-2Mbps.Regarding to this issue,I made a report on last week and got another report number:X-XXXXXXXXX.

Now I have to pay for RM140 monthly for the service I couldn’t fully utilized and the worst thing is I even don’t know when both issues could be resolved.It seems to be endless.

 
I just attached the speed test results here as further evidence.I do want to see the improvements as soon as possible.Thanks.

Now I’m waiting for the reply from both sides.I have to admit that it’s the last action I could do.If it doesn’t work,I only could say this is the absolute Malaysian style.

I’ll keep updating here.