Well, be patient. Syamsul (TMNET's customer service dept manager). He mentioned about the performance. Please kindly give me some feedback on how's the Streamyx perform within these 2 weeks. For your information, once the schedule is confirmed, i'll be meeting up with MCMC.


Feel free to join in, PM me if you're interested, k?

Hi guys,

Finally, i got the answer via email from Mr. Syamsul (TMNET Customer Service Dept. Manager). I do not know how you feel towards the email below. I bet, i'm feeling the same as you. No matter how, this thing will go to higher level and i'll still be trying all that i could possibly do.

Furthermore, i have got the confirmation from Mr. Syamsul to publish the email below:

Confirmation Email
==============
-------- Original Message --------
Subject: FW: Issues & Concerns Related to TM's Service
Date: Mon, 8 Jun 2009 11:38:34 +0800
From: Syamsul Azlan Ahmad Ramdzan <xxxxxxxxxxxx@tm.com.my>
To: <xxxxxxxxxxxxxx>
CC: Rohana Abdullah <xxxxxxxx@tm.com.my>, Esther P. Gom <xxxxxxxxxx@tm.com.my>


Mr xxxx,

Our tele-conv refers. I've no objection in making this statement available
to the public.

Regards

=============

Respond Email (Conclusion The Discussion)

From: Syamsul Azlan Ahmad Ramdzan
Sent: Saturday, June 06, 2009 2:50 AM
To: 'xxxxxxxxxxxxx'
Cc: Rohana Abdullah
Subject: Issues & Concerns Related to TM's Service

Dear xxxxxxx,

As promised, our responses based on the subject matter are as below:

1 - International slow browsing & network infrastructure:
In principle, increasing international capacity is not the way out of this issue. It is already a known fact that >70% of the total internet traffic is going abroad. TM, being part of the Performance Improvement Program have taken this matter into account and strive on its network resilience with adequate capacity hence improving the browsing and connection speed.
Further comments and timeline are as in item (7) below.


2 - Dynamic IP/Fixed IP Account Issues

These alternatives are made available to all of our users so as to meet their requirements. In addition, customers using critical business applications are more likely to opt for business packages for its resilience in the long run with expectation to have greater peace of mind.

3 - Trace Route (Blocked)
ICMP packet has its own overhead and hence some measures have to be taken to ascertain level of service to the most users besides being part of the security and traffic management policy. As a responsible service provider, it is vital for TM to alleviate this potential impact to all users at large. As such, TM shall continue in implementing this for the benefit of the majority of its users.

4 - TMNET's tech support competency & effectiveness, including but not limited to CC and field support
In general, statistic has revealed that one of the main causes of service disruptions are end users related. Looking at this point of view, TM is working towards a total solution and better customer experience when interacting with contact centre come December 2009. Nevertheless, improvement on the last mile network is nothing short of priority and progressively being implemented nationwide.

5 - Tech support facilities: a) tollfree ;
June 09 b) support SOP
In relation to item (4) TM's Contact Centre has been equipped with the up to date telephony system and other sufficient resources to cater unnecessary call drops. The number of unsuccessful calls is expected to subside at this present month hence improving its touch base with the customer come June 2009. Nevertheless, TM shall ensure that this would not be the end of its effort in enhancing the customer's touch point.

6 - TMNET's best effort and FUP

Following the evolving nature of internet and its applications, it has been a challenging moment for TM to keeping abreast with the huge demand for bandwidth whilst maintaining the network infrastructure in the most cost effective way. Nonetheless, TM is taking all the necessary steps to comply with the determination of Mandatory Standards for Quality of Service by Malaysian Communications and Multimedia Commission (MCMC). Volume based package is a possibility that TM may venture in to differentiate customers' experience based on the value purchase.

7 - Progressive ETTR (3 months) or compensation matters
At this point in time, some of these improvements are already in place and starts bearing positive results (today's telephone conversation is referred). We shall consider the 3 months improvement period has been met. TM wishes to assure its customers that it is undertaking all necessary measures to improve its services endlessly. It has always been a practice in TM to treat every complaint seriously and at its best endeavor to ensure continuity of service but shall not be liable for consequential of any failure. Nevertheless, TM shall at its own discretion to provide necessary rebate, subject to its current terms and conditions.

8 - streamyx ads, is it slightly exaggerative
TM strongly advised its potential customer to use their own discretion prior making any decision to be part of TM's family. As a market leader in the broadband and fixed-line businesses, TM is driven to reach out but in a highly competitive environment.

Regards

Syamsul Azlan Ahmad Ramdzan
Customer Service Management
Telekom Malaysia Berhad






DISCLAIMER:
This e-mail and the attachment is from Telekom Malaysia Berhad ("TM"). It is intended solely for the person to whom they are addressed and may be confidential and privileged. If you are not the intended recipient, you are notified that disclosing, distributing, copying or taking any action in reliance of the content of this information is strictly prohibited. Please notify the sender immediately if you have received this e-mail and delete it from your system. The recipient should check the e-mail and any attachment for the presence of viruses that could be transmitted via e-mail. Email transmission cannot be guaranteed to be secure or error free as information could be intercepted, corrupted, lost, destroyed, incomplete or contain viruses. TM accepts no liability for any errors or omissions in the contents of this message which arises as a result of e-mail transmission. Opinions, conclusions and other information in this e-mail that does not relate to the official business of TM shall be understood as neither given nor endorsed by TM.


===================

This post has been edited by webdesignempire: Jun 8 2009, 12:37 PM

I feel very similar too. To me, ICMP overhead is just an excuse that not even a noob would use. I asked him, how about the impact caused by "ping" command? Then he said he has no comment over that.

I totally agreed with you regarding about the "embarrassment" thingy. He told me, once the trace route has been blocked. Normal users might not know how to trace route it even though there might be some "advanced users" who are able to do so. He said, hence, the impact will not be there. LOL.

As per the dynamic / fix IP issues, i told him, all we need on our side is to able to send email as per normal. But he thought we are using 66 bucks account to control / monitor a nuclear power station. Or, he might think that in order for us to send a few kb of text email which consist of time sensitive instructions is critical business application that we need to pay a few hundreds thousand / year kind of redundant T1 line.

Whatever it is, it is ridiculously hilarious to me.

This post has been edited by webdesignempire: Jun 8 2009, 02:28 PM

Now you see? Why don't they block the "ping"? Because, there're no reason left for them to give to block it. I've contact MCMC's director and mentioned about this matters. He estimated the time to meet up would be around this Thursday or Friday. We'll see how it goes from there.

---

Added on June 8, 2009, 5:49 pmTMNET has been awarded under Trusted Brand 2009, http://www.rdasiatrustedbrands.com/2009/survey/index.html based on the survey form published here, http://www.rdasiatrustedbrands.com/2009/su...nnaire900px.jpg.

Go through the result here, http://www.rdasiatrustedbrands.com/2009/aw...ysia/index.html.

Finally got the website

This post has been edited by webdesignempire: Jun 8 2009, 05:49 PM

Yeah, noticed that. Actually i had mentioned enough of the things i'll be doing. , it's the sweating time, i'll work it through, success or not, i wouldn't know. But i'll keep you guys updated.

Frustrated huh? But i'm not prepare to give up yet though. All these are expected actually, still i'm just don't believe nobody will do nothing.

To be honest, i'm considering as i'm sort of in the middle of the cross road. A kind of cross road whereby, if i were to make the thing very very ugly by force (via proper channels), or take longer route and let it drag longer, or don't do anything at all and walk away. i know my extent.

One thing i'm not sure of if i really go by force is that, would i be able to remain harmless from any parties that might be manipulating, or do what it takes to keep me silent. Well, let see how it goes.

The only promise i can make it to try my very best. That's all i can.

Go above them is unavoidable. Just that, i'm thinking on how to minimize any chances of the potential impacts. In fact, i have almost everything ready such as contact person's information, "messenger" who help me to send the message to those who might be able to help and scheduling the meet up sort of things.

I'm still wondering, do i have to take the step i wish so much it shouldn't be necessary as things might get kinda ugly after that. On top of all, i do not intend to put "somebody else" out of the job as well. I do care about that because i know whoever it is in the organization, they're still an employee which the responsible is limited to their job scope and not the one make the final decision.

TM really slashing off my options and put my patient on real test. Whatever, i'll wait and have a teh tarik session with MCMC's director and see what are other option can we have to twist the situation.

Please take note, if you need a software that perform trace route (since the plotter thingy is not free), let me know, i'll distribute it FOC and write a simple guide to help you guys do so.

There're things that i don't know and not well verse. But i'll try my best to research and share my knowledge, suggest me on how i can share out my knowledge to you.

I'll only back off when the promises have been delivered. Internet is a whole "interconnectivity" and it's a "interconecting" every machine as a whole. Accepting the offer to limited group doesn't serve the purpose, it's considered as LAN or VPN, not Internet. Imagine, what happened if only a few ppl can access LYN at ease?

---

Added on June 9, 2009, 9:22 pmThe only thing i really hope is, BAR Council could voice up or even provide volunteery legal service or even assist the public take appropriate legal action toward TM. That's the only thing i wish to have next. If it's a reality, we could save ourselves alot of times.

This post has been edited by webdesignempire: Jun 9 2009, 09:22 PM

Wanted to reply yesterday but kinda tied up with stuff.

We cannot let TM to divide the major issues into per case basis. This is their strategy to avoid public anger which will put them in deep shit. Each and individual issue doesn't create much impact to TM and this is what they wanted.

Therefore, do not drop into what has been created to "guided" us in the event of TM's issues such as per case basis. Please share with the rest of the ppl on this matters.

I'll keep you guys updated once i met MCMC.

Thanks alot guys.

Mentioning about the 90% throughput really trigger my anger to the max.

I recalled back Syamsul told me that they have already complied with the policy saying something like "which MCMC has approved" or something like that. He said, TM has already ensured (in reality) that the users are able to connect to the nearest NODE (machine / equipment) with 90% throughput. You get what i mean?

To me, it simply mean the JKR or City Council ensure 90% accessibility from your front door or your front gate to the PUBLIC ROAD and claims that not responsible for narrow or traffic jam portion say eg, Sunway & Federal Highway junctions.

If we can't even connect to te nearest NODE which is their authentication server, we can't even get connected. That kind of distance and connectivity, of course 90% throughput is a piece of cake lar.

Insanely, ridiculously hilarious man.

You'll find your answer when u drill a little bit deeper into the networking stuff... ...

Back to whether how come ppl get more than they should. Well, i don't know the truth behind. But, a mental patient would exchange his / her 50 bucks notes with other's 5 one ringgit notes.

Some updates.

Meeting with MCMC is re-schedule it to this coming 15th or 16th June due to the director's busy schedule. I believe he's busy as i tried to get hold of him via his secretary several times during follow ups, unfortunately he running from meetings to meetings. He has good "track records" as when i leave message, he or Saiful called back.

Seems to be a good sign out of the wary Streamyx situation. I'll provide further updates when i have more.

Hahahahah....... no worries man... How have you been man?

Actually, i'm okie if they rush the work and finished it earlier then give us an answer saying it's done (done mean the stable and reliable broadband is already a reality). Then i'll be alright because that's the ultimate objective too. Well, we wait and see how it goes as well.

---

Added on June 12, 2009, 1:33 pmThanks alot for the suggestion Justin.

Currently tied up with projects. I'll re-organize the post as an addition to LYN somewhere around next week. Hope it will make it easier for you guys to follow up the updates.

Sorry for the inconvenience.

This post has been edited by webdesignempire: Jun 12 2009, 01:33 PM

Hi Guys,

Sorry for the MIA. Still very much tying up with projects and works....

Meeting with the MCMC director is now confirmed on 26th 3pm in MCMC office Cyberjaya. Their director just came back from Singapore.

There's one thing i noticed from streamyx lately, but i'm not sure. After their DNS server lagging issue, the connection these few days seems to be quite good. Have you guys experience any improvement? I'm not sure how long will this "good condition" last.

Anyway, we'll see what's the outcome after i meet up with MCMC. Some extra information, when dealing with MCMC, it will be more on understanding their policy in DETAILED and see how are they going to amend it better "regulate" and "ensure" TM is doing their work.

Further information will be release after that meeting. Furthermore, i'll be sorting a quick way to organize the updates. Most probably on my blog. I'll inform you guys the link soon.

Last thing, when i'm there, i'll not treat the streamyx issues as individual or case to case basis. Again, no "special offers" will be taken up by me no matter what.

Thanks alot and appreciated your follow ups very, very much guys.

Whether overshot the date of upgrade or not, so long the connection is stable and reliable for all users. About the IP range, i'm not so sure coz i didn't thought of to check it out. The one i mentioned isn't only on my company's connection, it happens to be at my home also. The ping slightly improved as the same connection last time seems to have 370++ ms, now around 300ms. But i'll check it out first.

Furthermore, the re-organize will be a supportive summarize copy only to ease up those who would like to have updates without going through pages.

BTW, dota release new hero, same hero new skills. Wow... i was skilled like creep by the intel "batdier" in early game.

Manage to play a round even though was so tied up... hahaha.... Well yeah... i'm a big dota fan too...

Guys,

These result happened to be yesterday's. Insanely hilarious.....

To the TM DNS:
===========

Ping statistics for 202.188.0.133:
Packets: Sent = 126, Received = 123, Lost = 3 (2% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 832ms, Average = 572ms

Ping statistics for 202.188.0.133:
Packets: Sent = 872, Received = 850, Lost = 22 (2% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 1436ms, Average = 483ms

Ping statistics for 202.188.0.133:
Packets: Sent = 951, Received = 926, Lost = 25 (2% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 1436ms, Average = 496ms


Email to TM's AGMs
=============
Dear All,

Some recap for your kind review and advise. This is one of those repeating issues from Streamyx. The information below is abstracted from the TRACE ROUTE which TM claims to be potentially causing ICMP overhead and has been blocked for that reason and security measures.

Please refer to the result below, the response time increased sharply on hop #3 onward (219.93.218.177, 219.93.216.157, 58.27.104.206, 219.94.9.166). The funny thing is, the respond time beyond TM's infrastructure seems to be perform alot better.

I recalled as per our previous discussion, one of the IP's location still await TM's confirmation on why it has high jump on respond time (ms). Have you found it? What about the 90% commitment to the users?

Tracing route to HOST [IP] with TTL of 32:

1 1ms 0ms 0ms 10.0.1.1
2 1ms 1ms 1ms 192.168.1.1
3 343ms 524ms * 219.93.218.177
4 836ms 848ms 726ms 219.93.216.157
5 802ms 727ms 607ms 58.27.104.206
6 875ms 869ms 893ms 219.94.9.166
7 783ms 999ms * gi2-8.mpd01.sjc04.atlas.cogentco.com [154.54.12.65]
8 211ms 211ms 211ms te3-1.mpd01.sfo01.atlas.cogentco.com [154.54.28.81]
9 406ms 472ms 427ms te7-4.mpd01.mci01.atlas.cogentco.com [154.54.24.106]
10 485ms 268ms 267ms te7-2.mpd01.ord01.atlas.cogentco.com [154.54.7.137]
11 284ms 284ms 284ms te2-1.mpd01.bos01.atlas.cogentco.com [154.54.6.17]
12 295ms 291ms 300ms te8-3.mpd03.jfk02.atlas.cogentco.com [66.28.4.202]
13 293ms 294ms 293ms te4-1.ccr01.phl01.atlas.cogentco.com [154.54.2.109]
14 293ms 294ms 293ms te4-1.ccr01.phl03.atlas.cogentco.com [154.54.0.190]
15 278ms 278ms 278ms hostnoc.demarc.cogentco.com [38.112.240.34]
16 293ms 295ms 304ms ec1-00.gwy02.HOST.HOST [IP]
17 399ms 399ms 402ms ec1-20.agg04.HOST.HOST [IP]
18 398ms 387ms 389ms HOST [IP]

Traceroute complete.

Seems like TM's backyard is jammed.

Hi Guys,

While waiting for the meeting with MCMC, i've revamped the site webdesignempire.com. I've incorporate in some of your request which the site consist of the summary of my post and some summarized updates. However, i would suggest you guys to dig for more details here in LYN.

While busy with other projects, my current status on this matter is building up the "total complaint channel" for Streamyx users. Hope the channel will help to convey your frustration to all relevant departments and hoping MCMC will have full access to the complaints at ease.

I'll post the updates here for you guys again.

Thanks alot for following up.

If you have a proper documentation or any records that can prove your cancellation, you don't have to go to press, just go to MCMC and National Consumer Association, NCCC. Stand firm, don't even pay a single cent if you have proves to the cancellation.

However, if you do not have the prove of termination, and you believe your termination had not being processed accordingly, again, you should go to MCMC and NCCC as well. Making payment to the ongoing charges will always be the last option if you had terminated it.

That's my suggestion. Hope it helps.

---

Added on June 21, 2009, 3:02 amHi guys,

Need some of your comments, please feel free to access Total Complaint Channel Suggestions. I'll try to collect as much as possible before i build it up. Please kindly refer to the below.

Thanks alot guys.

This post has been edited by webdesignempire: Jun 21 2009, 03:03 AM

It might be. But, before the impact is created, i think there'll be a fight going on. My intention isn't wanted to put TM out of business. Instead, i hope TM can solve their long pending issues (tonnes of repeating issues) and make the stable and reliable broadband services a reality to everybody.

I do wondering would "force" help to expedite or speed things up while providing maximum positive outcome than negative.

Anyway, i do not support any one to distribute flyers at high profile in events such as PC fair. This act will expose yourself to violence fights. The reseller only trying to make their living by selling TM's product. Once their "rice bowl" is on the edge, they will do what it takes to protect it. Got what i mean?

Something similar you can do, spread the word, by telling everybody about this thread / topic, by emailing everybody, post it on others' blog and etc.

No worries man. I'm cool, I know what you meant. Things are progressing on my side. I wouldn't know how's on the "other side".

I'm still cracking my head on how to organize and put everything together. One thing which is very true is the Star's article. As Malaysian, honestly, when i was sourcing the data center in Singapore, surprisingly, they all know that Steamyx screwing the whole thing up. And this is one of the reasons when i've asked who i am overseas, i feel so shame to tell them i'm Malsysian. Yes, it's sad to say, really.

Well, may be this is the TM's culture, for the situation we have today, i wouldn't know. Things will be done by stages. All i hope is, i can come up with a decision after meet up with MCMC.

Sometimes, i think Malaysian are very tolerant, especially toward the broadband services. I wondering what would be happening if this situation happening in some other countries.

We'll see what are the option we have next after MCMC meeting. For the time being, please help give me some suggestion on the Total Complaint Channel. Let's get it ready asap and see what are other options we should proceed next.

Sigh...... very very unfortunate..... and very very embarrassing situation for the nation and the people.... On second thought, may be we just got the wrong person to do the job....

---

Added on June 21, 2009, 7:47 pmForce i would suggest go by via internet. I guess that's the best medium. Think think lar...


This post has been edited by webdesignempire: Jun 26 2009, 03:22 AM