Another stupid person in lyn i feel like whacking up. People here are trying their best to solve the issue, this siu siu keong 7888 here want to discourage people, better u 7-4-4-4 lah.

We are doing this for the wellfare of all streamyx users not us alone, at least this community is doing something unlike you. So please keep that to yourself, we already know that, u do not need to tell us what to do and what not. If u dont care about your slow connection, dont bother visiting this thread. So hard, customers of streamyx are trying so hard to get what they paid for, and we might just get it back through the discussion, bringing the press to discussion, videotaping the discussion and posting it online etc etc.

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I just hate negative people, especially when other people are trying their best to solve issues. 

Firstly, I do hope something useful for  Streamyx users will come out of such a meeting. So don't take this the wrong way.

Generally, the top most people are usually not there. They will send representatives to the meeting with instructions on what to say or do already predetermined. The excuse may be the top people are away on business or another meeting came up or whatever. Even if they are there, most of these top people don't really care as they are at the top already, if you know what I mean.

If you think about it, MCMC is supposed to be the monitors. Do they need users to push for a meeting? Their job is to monitor and caution / fine TM for poor performance. You mean MCMC cannot hold a meeting of their own to discuss all complaints with TM without users pushing for it? Its all a matter of whether people want to do the work that they are supposed to be doing. Or whether they want to close an eye to what is going on. MCMC has guidelines and regulations to be followed. It is their job to ensure those are being followed.

After all the hundreds of complaints in these forums and other forums / blogs etc, or in the papers, TM does not know something is wrong? TM does not announce what the problem is? TM thinks everything is ok?  The top people in TM don't read the papers? They don't have meetings with their downline who are aware of the problems??
They are either not doing anything about it because they got their own plans which we don't know about, or they don't know what to do to fix the problems.

Again, I hope we benefit from this meeting. But TM will probably use this to their advantage. That is, the reports in the media that they were willing to meet with users etc etc. They will probably say what we already know. That is, they are in the process of upgrading their infrastructure. They are upgrading their backbone to fiber. They are replacing the old DSLAMs with IP-DSLAMS or RDSLAMs. They plan to eventually replace last mile copper lines with fiber to the home (FTTH). The AAG cable will be online in a vouple of months or so which will boost their international bandwidth by some 60Gbps or whatever figure. They are in the process of deploying HSBB which will offer users high speed internet of 10Mbps or so. Other companies can lease the HSBB infrastructure and provide their own value added services and so users will have more choices. Etc etc etc.

TM will say they are studying how to cope with users excessively using bandwidth capacity to download or P2P 24/7. They will say some 20% or so users are using 80% or so of the bandwidth which is why everyone else is also being affected. So they need to have fair usage policies. Maybe they will take the opportunity to say they will be imposing data transfer limits per month so all users can have a proper share of the bandwidth.

They will say they are resolving the different IP range problems. Because it appears that 4Mbps users are already getting better IP ranges now. And why wait till end of May? Is it because they are currently doing maintenance / upgrading of their customer service support system until end of May? So they can say what they have done to improve things. They will say they are training their support staff to be able to help users more, not just read from a standard script.

They have added a clause saying they only guarantee local connections, not international connection speeds. When asked, they will explain that there are many factors affecting international connections such as routers at various points, inter-connectivity with other bandwidth providers or ISPs, congestion on the international links, the destination data center or server being congested or under heavy load etc etc. All out of their control, so they cannot guarantee anything. And yet TM is part of the consortium with a 9-10% stake in the USD500 million AAG cable project.

Anyway, some questions to consider.

1. Why have they disabled tracert responses on their routers? Or at least when using Windows TCP based program. We can still use other software to do tracerts, so what is the point? And yet the support ask to do a tracert and screenshot and email them. With a screen full of * * * ?? Tracert is one of the basic tools to help troubleshoot network problems.

2. They need to have a proper support escalation procedure where customers can request to speak with Level-2 or higher for more serious problems than whether the ADSL light is blinking. That is why most people don't complain to support because it is of no use to speak with Level-1 most of the time. Most users can troubleshoot by themselves what the Level-1 normally asks them to do anyway. We need more tecnical help.

The support center does not have a regular Streamyx connection like we have. They are on some dedicated lines I guess. So when we say we got packet losses or high ping time, they ping ad say no such problem. Of course, its different lines, different networks, different routes etc. This sort of thing is why users get frustrated with the support.

And it is a waste of time waiting for Level-1 to fill in a report then pass it on etc, then hopefully if serious, the Service Recovery Team or the Broadband Management Center will respond after some time.

3. What is their current international bandwidth capacity and what plans to incrase it and when. Can their network and international links deal with the 1.4-1.5 million users? Or have they practised irresponsible overselling with all the promotions and agents pushing for new customers when basic stable connectivity for existing customers is not there.

4. Why do we still have 384K / 512K connections when speeds all over have increased so much? If we wer on 56K say 12 years ago, we should at least be on a minimum of 2Mbps lines now. A real basic package should be at 1Mbps at a much lesser cost than now. 2/4/8Mbps should be a norm by now. There has been no upgrade forour speeds in say the past 5 years or so and also no reduction in prices for the current packages. So we are effectively paying more than what we are getting.

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Added on May 9, 2009, 9:10 pm

This is just an excuse. You can talk to the Level-1 supervisor if you insist and willing to stay on-hold for quite some time. I have spoken to a few of them at different occasions. However, the supervisors don't really know much either. I have documented my encounters with TM support in various posts. Some as ridiculous as being told a satellite crash is causing issues.

You can also talk to a Level-2 if you really persists. But they normally call you back to follow-up, they don't pass you directly to them.
I have posted here a few times asking people to be persistent and keep making reports and also to call the TM HQ. But it seems no one really wanted to follow though, although everyone has so much time to complain here post after post. I think another example was roy_pck who succeeded after persisting.

TM as an ISP has a shocking level of support. They don't even bother to update their website with latest announcement most of the time. A place where users should go to to check on the latest issues. I have made several complaints about this to TM Streamyx Complaints Dept and the PR Dept. Another example is when they had a cable problem on 18 Mar, but kept quiet even though users were complaining to support. I called TM HQ on 23 Mar about this and on 24 Mar, there was an announcement. It took them 1 week! I would really like to see how the CEO of TM would respond to this sort of issues.

Issues discussed as listed earlier:
1. International Slow Browsing & Network infrastructure.
2. Dynamic / Fixed IP Account Issues.
3. Trace Route (blocked).
4. TMNET’s Tech-Support Competency & Effectiveness, including but not limited to call center and field support.
5. Tech Support Facilities, a) Toll free line, b) Support SOP.
6. TMNET’s Best Effort and Fair Usage Policy.
7. Progressive ETR (3 months) or Compensation Matters.
8. Streamyx’s Ads, is it slightly exaggerative?

All issues has been discussed and addressed and TMNET agreed, basically to all the issues above.

Yup, account upgrades sort of thingy.  Andrew PM me before with the details which also mentioned the case by case thingy or individual case basis.  i don't buy that arrangement because everybody having same problems.  So, this cannot be considered as case by case basis. 

As per the "troublemakers", i bet they don't wanna mess around with me any further.  Partially, i'm not gonna buy anything that only "pleasing" me but not others. 

Whether they're dragging it or not, they have no other options already.  It's not a problem for them to drag it, not unless a price to pay.  I'm working on it now also. hehehe...

TM tech who came to your house to fix your line has no authority to change routing or IP's

All IP's / Routing/ ATM configuration / BRAS must be approved from NOC b4 TM tech can touch.

It was told by my tech from my area.

However, Why after a several complain about bad IP's U had changed to other IP range ?
It was done by the TM Tech changed your Telephone PORT to other ATM which generate diff IP range.
Example, My neighbor jst next door, connected to different BRAS.
which give different IP range compare to me. 

To overcome this, subscribe 2MB/4MB package and u will get premium IP which is 218.111.

However, TM NOC is monitoring us. Good Luck.