if can sue them by law i bet they bankrupt dy...
so many ppl dun like their service ...
i bet after discuss the service will better for a while..
just for a while only i guess..
COS SOME 1 TOLD Me....
kalao tak suka i punya service ,takmau guna la..
this is base on some special unit personel tell me ...in JB
nice sial....

First of all, thank you for doing all this. I however do not get any idea of what is the actual result after this meeting.

The top people, either the CEO or VPs or whoever were not there. As I said in one of my earlier posts, only lower level staff who do not have actual power to do much will meet with you. Not even a GM came, only Asst GM.

1. I want to double check with you, are you a corporate Streamyx customer? Is that why there was a person from the SME dept there?

2. Where did this meeting take place? At your office?

3. Apart from yourself, were there any other Streamyx customers at the meeting?

The most important #1 issue of slow browsing was answered by saying they have to refer back to the tech dept. How silly are they not to have a top tech person there to answer the main issues?

I can understand how excited you are for achieving what you have with this meeting, but this is a PR move on their part to say they are listening to you. But the point remains that there is not even a single solution to all the points you put forward. They are delaying actual action as they are progressing on their own schedule without having to be answerable to customers. I hope you can see that.

Of course they appear sincere at the meeting. That is what they are trained and need to do with customers who are not happy  with their services.

So another 2 weeks until a meeting with MCMC? Did TM say they will arrange another meeting sooner than that?

I'm sorry, but I fail to see what has been achieved. There is no point talking to anyone except decision makers who can fix things ASAP. Everyone is complaining about slow connections and they don't even send a Tech representative?

I know you said your post is a summary and you will provide details later. But your summary does not show any solid answers or results from TM. So I guess the details will not either .

If you have the permission, go ahead and post the video, maybe we can get a better idea of what went on.

tmnut sue us? we are ones who should sue them for their lousy service!!!

The problem with having a TM technical person there is that they aren't trained to know what to say AND/OR what NOT to say. If there is a technical person present, that person would probably have used to be a tech/engineer a couple of years ago and is now in a more managerial role (which would give him some experience when it comes to not saying dumb things that implicate them even more).

Just a quick reply for now. My opinion is that the video should be available to everyone if it was not deemed to be a private recording and unless TM specific instruction not to show it. One or two of us should not be the only ones who get to see it. Will reply more later.

unless TM specific instruction not to show it.

Yeah...Just now I received a call from TM Net customer service response department saying that they will make a rebate up to RM120 for the service disruptions.It's better than nothing.However,I still prefer to get a stable and qualitative service,not some nice amount of rebate for such an issue.

For international line,I believe TM lacks of bandwidth and set priority for its business customers.Thus,for individuals,we only could use a congested routing to visit foreign websites.To resolve the issue,I built up a VPN server in Singapore and make all my connections going through Singaporean routing.I think this is the only way to resolve the high ping time and packet loss issues temporarily.

---

Added on May 28, 2009, 3:56 pm

webdesignempire,I really appreaciate what you did.I hope the top management of TM could face the issues directly and make out the effective solutions as soon as possible.

As a loyal customer of TM Net,I have used the service for more than 6 years.From my knowledge,the issues have existed for many many years and I think TM Net already knew them years ago as lots of users reported their problems.In the past,they just closed their eyes or did their jobs negatively so that the issues grow to be bigger and bigger.

So the attitude is very important.If they do have that volition,everything will go well soon.However,as we had experienced so much,we may never believe it could be unless we see the real fact.

I look forward to seeing the further discussion and exposure regarding to the issues.

Great job,webdesignempire!

This is the sort of thing that IMO you need to be clear about. You (or we all) do not have the power to "demand" from them. Again, they have their schedule. Eg if they have a 1 year plan, they are not going to solve it in 3 monhts if we demand" it. They will probably come back to you with some date. Then later on, they will extend the date further. And eventually get things done when they have scheduled to do so. Why on earth they are not making an announcement about the current problems and when they expect to solve it is probably because they know people will be unhappy with the far away date they have. That plus they probably think they are not answerable to customers anyway. You don't like the service? Unsubscribe. They can get probably 10 people to replace 1 they lose.

If MCMC needs you (or we all) to make them take action against what they are supposed to be monitoring and have authority over, then MCMC is not doing the job they are supposed to be doing in the first place. Imagine going to a shop and the salesperson does not help you. You have to call the supervisor to complain. The supervisor does not know the salesperson is doing a bad job. What for have the supervisor there in the first place to supervise the salespersons?

maybe we should stop blaming the TMNET call center people and start blaming the CEO . after all tmnet is his responsibility right ? bring this to his attention and make him answer it on prime tv .. lets say .. buletin utama tv3 ? . lets call Datuk Karam Singh Waliah ! he might just be the one who can help us !!

webdesignempire, thank you for the invitation to view the video. As I said in an earlier post, on this issue, I have no doubts about your integrity and I do not need to view the video to proof that. Since your summary post did not contain any solid solutions from TM, there is not much point viewing the video now (except as a matter of interest of how the meeting went on).

As far as I can tell from all the posts since #196, (I just re-read previous 45 posts)nobody has accused you of being dishonest or having lack of integrity. You seem to be wanting to defend your integrity by showing the video to a few others. IMHO, this is not necessary to do. I think all everyone wants is to know whether there are any solid solutions out of the meeting, which at the moment it appears that there are none.

So I politely decline your invitation to me. I hope to view the video when you make it available to everyone else.

webdesignempire, what happened to the "good news" they were about to tell us? i couldn't find anything that is remotely close to being a "good news" in the summary you've made about the meeting. the outcome of the meeting is pretty dissappointing, but that was expected from TM, they always get off too easily without giving any real answers. anyways, your effort is greatly appreciated and good luck on your next meeting with MCMC.

AAG is the closest... we can only hope.

So what's the latest update on this issue? Was quite happy that someone is doing something. Hope we need not wait so long for something good to happen.

Hi,
Thank for the effort U did thus far.
Not sure it is proper, If all ends cant meet after this discussion. Maybe, should we involve our MP. Get them to work for us (The rakyat)
YB Lim KS is piss off with this slowness of TMnet.. Maybe TS can send him some info about this meeting.
Couple of his blogs about the problem
http://blog.limkitsiang.com/2009/05/30/str...n-penang-sucks/
http://blog.limkitsiang.com/2009/06/01/str...a-really-sucks/

Any more details you can provide?

What do you mean by zero top-up? Are you saying they are asking you to upgrade or something so that the problem can be solved?

So what sort of solution did they propose to you? Give them a list of your customers using Streamyx so that they can assign better IP / routings to those customers accounts? Thus solving your problem of complaints from your customers?

While it is honourable of you to turn down their offer, this yet again shows that TM is trying to solve your problem and not for Streamyx users as a whole as you are trying to get them to do.  This is what andrew9292  was saying, they will go on case by case or individual case basis. They will solve for "troublemakers" so that they stop making noise.

As I said before, they have their own schedule. They are not going to listen to us. All they are doing is to let the time pass by until it is eventually done.

Yes, that is their tactic. You complain, they take care of you. They cannot understand why you need to take care of others. Because they are only used to taking care of themselves. They don't care about others. And we are supposed to be a caring society...?

This is why I have been posting for the past 3 months or so telling everyone to do whatever they can, persist and keep complaining trying to get to the right people. In this case, like andrew9292 case, each one has to take care of themselves.

While you have taken on to do everyone a favour, TM does not see you as being any organized representative of Streamyx users. So they will not bother and work on their own schedule. They will now tell MCMC or whoever that they met with you and offered to solve your problem but you turned it down, so what more are you complaining about?

And as I said before, TM or MCMC does not need you or anyone to tell them things are bad. They know but haven't solved it properly. They don't need time to check on things, they already know.  They have probably already met and know what is being done and when it will be done. Users are not told anything because users do not have much choice and they have to keep paying the bill anyway. It is likely that this will take months to have a proper solution, well, it has already been 3 months or so. Can you imagine what would happen if TM said in Mar that problems will only be solved in 6 month's time or more than that?  By the time you get anywhere solid with them the problem may have been naturally solved according to their schedule anyway...

But we must applaud your effort either way.

For the International routing issue, the technician told me the problem will be resolved roughly by Sept-Oct LOL. Anyway, I'm not going to believe it since the connection to China websites recently is extreamly gg. Every week has maintenance, every month has undersea cable broken which is not true, block P2P for better bandwidth which I didn't see much diff, in fact is worse, give a lot of damn lame excuses. I've been fighting with MCMC for almost 2 months++ but end up they can't fix my problem. Chase your bill #1 but lousy service, anyway TS, thanks for ur effort. Let's see it's really make some changes! All the best!

I only have 2 problems, 1 is my line will get dc whenever there is a lightning, even if you only hear the small rumbling sound. From what the technician told me, most of the fiber cable resident will face this problem. But the thing is, the problem only started last Sept, I nv encountered this problem since I moved here. From what he told me, when the lightning strikes, it triggers the DSLAM and the DSLAM will trip, in the meantime the DSLAM has backup power to power it up. But the problem is, he gave me a lot of lame excuses. Such as the DSLAM hit by car accident (it's true), then battery stolen by some morons and they keep replacing it. I told him, even the battery keep on stolen by ppl and they keep on replacing it, that is not my problem, you have to do wat you have to do. And since the battery is not there, whenever got lightning, it will dc and connect back in 5 mins, so if the lightning keep on rumbling, the dc and connect will keep on looping. Whether I should or shouldn't online during raining is my decision, not theirs.

I fed up cuz the 1st problem links to my 2nd problem which is the common IP 60.48 problem. My place used to have decent speed with 60.48, 118 and 115 always packet loss. Therefore you have to pray hard to tio the TOTO which is 60.48 IP. Imagine you reconnect 10 times until you get that IP, some stupid rumbling sound will dc you, how do you feel? Somemore my modem only can reconnect max 5 times continously, after that it takes long time to connect back. If all range of IP have decent speed without packet loss, why will we care about what IP we get? Of course this is area dependant, some areas good with 124, some is 115, some 118 and so on. Therefore I request to get the 60.48 RANGE of IP, NOT STATIC IP. But when you talked to the CS, those dummies will nv understand and tell you that you subscribed to Dynamic IP package. I told them Im a IT savvy, I know what that is.

You know what? I've been struggling with them more than 2 months, call TM and MCMC everyday, talked to Saiful everyday, TM called me back and ask the same questions over and over again like they nv understand. One day the CS called me and asked whether the line is ok, I told her today(I remembered Feb-Mar is hot season) is very hot and sunny, of course it wont dc. Then they will assume the line is ok and done nothing. I'm tired of talking to them, everytime they called me, I can said all of them kena scolded by me., though I know they only CS and know nothing.

At last, finally a really technician who knows something called me. He said my area is using fiber optic therefore the DSLAM is not using  IP DSLAM. So they cant change the range of IP, only solution is subscribe to business package (fix IP) LMAO. He also told me that 60.48 is good because it's very limited and most of it are reserved to TM Direct, the leased line. He said, even you connected the 60.48 for long time, eventually they will dc you which I have experienced before (max arond 1 week), it will dc even no lightning lol. He also told me TM already know the issue and they most propably will fix it around Sept-Oct. But I won't believe it.

Recently, I give up on 60.48 cuz I don't see much diff anymore. China websites packet loss 80%, DNS packet loss 70%, I really wonder what the hell they are doing. 3 years ago throttled P2P for better bandwitdh? Cuz P2P hogging the bandwidth? After implemented the throttling, you ask the streamyx users, do we get better speed? The answer is NO, so-called weekly maintenance la, all are bullshit. What I feel is, service getting sux more, called CS 30 mins nv pick the call, PROMISED will call you back which is nv DID. Recently, I can't even host a smooth game in Dota, direct download yes can get 150KB/s but when hosting a game, lol..everybody complained lag and delay. FYI, I thought everybody says that Screamyx is the best Narrowband Intranet in the world, but it seems that local routing also having issue, what else can we call?

At last, I only can play with my luck in my house. Hope you can understand of my broken English    and thanks for your effort, eveything. Thanks 

What information do you need? I believe they have all my conversation record haha. BTW, a lady from TM called me yesterday. I told her the lightning problem again and she said she will check again and call me back lol, let's see.

Here is my record of MCMC haha

  [when ]: 2009-03-25 12:49:57.17    [who ]: customer (CUSTOMER)
  [New 1 received from XXXXX]
2.  [when ]: 2009-03-25 16:04:33.403    [who ]: salbiah (CCB)
  [New COMPLAINT acceptance confirmation]
3.  [when ]: 2009-03-25 17:02:55.687    [who ]: saiful (CCB)
  [Execution status update to INVESTIGATION on 2009-03-25 has been recorded]
4.  [when ]: 2009-04-07 19:22:20.45    [who ]: saiful (CCB)
  [Execution status update to INVESTIGATION on 2009-04-03 has been recorded]
5.  [when ]: 2009-04-13 11:45:47.84    [who ]: saiful (CCB)
  [Information update has been recorded]
6.  [when ]: 2009-04-16 18:50:16.107    [who ]: salbiah (CCB)
  [Repeated complaint count: 1]
7.  [when ]: 2009-04-20 07:46:39.0    [who ]: saiful (CCB)
  [Execution status update to INVESTIGATION on 2009-04-17 has been recorded]
8.  [when ]: 2009-04-24 11:40:44.42    [who ]: salbiah (CCB)
  [Repeated complaint count: 2]
9.  [when ]: 2009-05-04 11:51:16.717    [who ]: saiful (CCB)
  [Execution status update to RESOLVED on 2009-04-10 has been recorded]
10.  [when ]: 2009-05-04 11:52:10.107    [who ]: saiful (CCB)
  [Information update has been recorded]
11.  [when ]: 2009-05-04 12:11:05.67    [who ]: saiful (CCB)
  [Repeated complaint count: 3]
12.  [when ]: 2009-05-06 17:01:20.437    [who ]: saiful (CCB)
  [Information update has been recorded]
13.  [when ]: 2009-05-06 17:02:34.653    [who ]: saiful (CCB)
  [Information update has been recorded]
14.  [when ]: 2009-05-06 17:03:53.983    [who ]: saiful (CCB)
  [Information update has been recorded]
15.  [when ]: 2009-05-14 08:20:35.483    [who ]: saiful (CCB)
  [Information update has been recorded]

the reference number is

No. Rujukan Aduan
Complaint Reference No.  0410/03/09

I will be very busy cuz im stuck in new project. I heard you have the video of the previous meeting, can we see it?