Hi Guys,

I got some good news for you all. First of all, i need to know would there be a moderator for ISP issue on this forum? How to contact him / her? Please kindly provide some information.

Here's the good news, i've brought Streamyx's repeating issues high up to MCMC and PMO's Complaint Bureau. TMNET decided to hold a discussion session on around end of the month. I've insisted the invitation of the decision maker (Top Guy) from TMNET and MCMC to the session, else the discussion session will be meaningless. On top of that, i insisted to invite the following people:

- lowyat.net's admin / moderator of ISP Category.
- news reporters from English and Chinese Press Company to cover the discussion, so that, the public can be well informed on the conclusion of the discussion.

I hope this discussion will be a "resolution channel" to solve long pending and long repeating issues experience by the public, especially to those who has no other ISP option to choose other than Streamyx.

Let's push it through and hope this session will help the service (if cannot turn Streamyx into our neighbouring "Singtel" or "Starhub") to be more stable and more usable broadband services.


Extra Information
===========
Trace route seems to be "further blocked" by TMNET whereby, we'll not be able to trace which segment of the network is having a bottleneck or having issues with congestion and so on. Hence during the issue solving, the action make the troubleshooting with TMNET engineers alot harder and almost zero information the engineer can use to troubleshoot a certain particular issue, especially the slow browsing issues.

During previous issues, i had started the investigation on the network issues with one of the international backbone provider that so happened to be in one of the troubleshooting event. Based on the trace route information provided, the engineer (after double-checked on the network reported network issues) confirmed that the routing's bottleneck / congestion is happening WITHIN TMNET network infrastructure, hence, there's nothing much they can do to ease up the connectivity.

I mentioned TMNET's engineer because these 2 engineers are willing to help up and to solve the critical issues for my customers.

This is only one of the events happened. There are more which i'm not convenient to post it here. Here's the clues, Does any ISP using TMNET's infrastructure? Do they (Other ISP) having problems like that? Why?

Thanks for your time reading this post. Hope to hear from the moderators and you guys, so that we can prepare ourselves for the discussion and get things sort out asap.

Wow, fast response.

Yes this is true, unless they cancel the discussion. I'm thinking it would help alot if we all compile all recent cases with Stremayx and submit to MCMC as a prove so that MCMC can take solid action as part of the initiative to improve TMNET's service.

MCMC's latest response was, they're drafting new guidelines / regulation and have TMNET comply to it. I read alot of article about the complaints on the net, but sadly, i guess it's not channeled to the right departments. When i mentioned about issues and things that's currently happening with Streamyx, MCMC seems having not much ideas. So, brought everything up to MCMC.

Hope you guys would do the same as the strength from a lone ranger isn't strong enough to change the situation. Furthermore, please please help to spread the news to everybody.

Thanks guys.

This post has been edited by webdesignempire: May 8 2009, 07:07 PM

Hi,

As per for the proof, you may call MCMC look for Mr. Saiful Azhar Johari about the new guidelines or regulation (i don't know what they call it officially). As per for Mr. Saiful's email address, you will have to get it from him. As per the TMNET & MCMC discussion session is invitation based. So, i'm not sure whether TMNET will release any confirmed information to you.

On the other hand, i really hope TMNET fulfill their promises to contact lowyat.net's admin or moderator. Then, you may feel free to get the confirmation from him / her.


Genral Contact information:
SKMM Consumer Complaints Bureau
Malaysian Communications and Multimedia Commission
63000 Cyberjaya
Selangor

Telephone: +60 3 86888000
Facsimile: +60 3 86881880
Complaint Hotline: 1-800-888-030
Email: aduanskmm@cmc.gov.my

Since it's invitation based, i'll post the updates here after TMNET's corporate com contacted me later.

Yeah, i really hope it would be as transparent and as well-shared as possible. We see how we can make things happen as we go along with it....

---

Added on May 8, 2009, 7:56 pmGood idea... i'll call TMNET again and request them to include Josh in as well.

This post has been edited by webdesignempire: May 8 2009, 07:56 PM

Appreciated your suggestion.

As per for this ones, i think it would be more appropriate to let TMNET decides it. However, which press is more appropriate? Any suggestion?

I'm collecting suggestion here too and will send an email to MCMC and PMO's Complaint Bureau to inform them regarding about TMNET's decision to put up such discussion.

Thanks alot andrew9292.

What you have mentioned is very very similar to what i've gone through. I'll add up some extra information on the inter-link thingy that TMNET claims.

1. TMNET said or claims that TM's role is to provide internet access which is true. and will not responsible for Inter-ISP connectivity and international link which is true also. I agreed with them. BUT, the thing based on the condition is as below and the below condition is their full responsibilities,
- Has TMNET subscribed to "connect" with the "right bandwidth" which having sufficient bandwidth for connectivity from local to international link or vice versa?

2. I had the one of the T1 ISP the Cogent Co engineer confirmed on one of the issue, that the bottleneck is WITHIN TMNET's network infrastructure and there's nothing much they can do. Again, this is TMNET's full responsibilities. It simply because the bottleneck / congestion is happening within their network and yet until today, "Is the bottleneck happen within you network?" question, has not been answered and is avoided till today.

Based on these statement, all related communication emails are still in my Gmail. I would love to present it during the session.

There're a few things i plan to stress and to get a ETR (estimated time of resolution) and solid action from TMNET or MCMC.

- Browsing through International Sites.
- Network infrastructure (bottleneck issue)
- TMNET's call center and Field Operation competency
- Trace Route which seems to be "further blocked", (i've double-check with network engineers in US who's our counter part, the statement they made "there's no reason they should disable the trace route" and he agreed that unless the ISP has something to hide from us.
- TMNET's Best Effort Policy which TMNET's staff use as a "shield" whenever we drill to the root of the issues.


Should there be any category that we need to have TMNET sort it out. Let's get it organized and categorized and please kindly list here or pm me then i'll prepare accordingly for the discussion.

---

Added on May 9, 2009, 10:31 amHi thxxht,

I doubt i'll be able to put it up live on web, but if permitted, i hope we can get somebody record the whole session on voice or video for later updates to public.

This post has been edited by webdesignempire: May 9 2009, 10:31 AM

That would a very useful information. Some part of it, we should let it "roll" by itself because once this session is held. There'll surely be second chapter. We trying to not to touch too much of the political matters, instead, we only emphasizing and push TMNET for a solution to end such lousy services.

Basically, most of us, we don't care what's the relationship between TM and other parties. All and what we want is to get what we paid for, and get on with our life. For example, i work as web developer. A bad ISP services cost me a nuke in overhead cost as i have to help my customers repeatedly due to the endless repeating issues caused by TMNET. In short, we are paying alot more when calling 1300, time wasted (time = money & life on earth), worst is, your reputation by investing in reliable IDC gone to the drain.

This is a one way ticket that will only reach the final destination whereby solution is to be provided on time. In the end, if all of us including the authorities found TMNET is only fit in providing voice services nationwide, and so be it, let TM continue with the voice service empire and leave the data services for others; the WIRED broadband services market should be open wide for other serious players.

Again, a lone ranger with this bit of strength, cannot do much. I sincerely call for the assistance and cooperation from you guys in making a stable and reliable broadband services a reality.

Thanks alot guys.

---

Added on May 9, 2009, 11:05 amGood stuff biatch0,

I think we need a method to organize and categorized the opinions/issues so that we could put it into a list for the discussion. And i intended to pre-compile a copy of it and have it sent to MCMC and PMO's Complaint Bureau for their records and filing.

Hope you could suggest us some method that will help get things organized so that we will be able to have more effective communication mainly with MCMC and PMO's Complaint Bureau should they also being invited.

Thanks man.

This post has been edited by webdesignempire: May 9 2009, 11:05 AM

The event overview was the Cogent Co engineer confirmed the location of the bottleneck is due to the troubleshooting that i started to do first (we all know trying our best to solve the problems on our side is more effective). I couldn't trace from my side to our IDC (Internet Data Center), so i use another traceroute software finally pick up every single ip and the readings while having the IDC engineer trace from their ends and work with the Cogent Co engineers. The "uplink" and "download link" has route through different routing as eg, from PJ section 17 you go to Sunway using Federal Highway, and back to PJ using LDP via SS2. Usually, the "download link" will be having high traffic.

Now, we all know that TMNET has different customer base / group / classification namely "the normal user" who use dynamic IP and paying 66 / 88 bucks / month. And others who are fixed IP, IDSL and etc... In one of the email replied by the BMC department, let me show you the funny explanation that doesn't make sense and furthermore, the BMC manager was taking a shortcut by troubleshooting at his preferred location instead of come to my office. The funny things is, whenever we are facing slow browsing, i call their call center, they got no packet loss, connection is good. But on our side, the case is different and that time we were having 40-50% packet loss.

I've removed the identifiable information (in respect to others privacy). You have a look at the email, take a while guess, and you'll know what i mean. Note: For those who have not gone through such process might not know what's happening in this event, you may skip this portion.

Here's the emails.
===========
Good day.

Dear Sir and all..

Please be informed that we normally look into a very specific technical issue. Based on our understanding from the messages, the performance of the service is low. This kind of issue is catagorised as follows :

1) performance of the connectivity to all web / Domestic site
2) performance of the connectivity to International site


Based on the below email (before this) we have concentrated to 02 streamyx account given to us.

- xxx@streamyx
- xxx@streamyx

Basically the above are the source (source of the request packet) and I was make known that there is 01 international destination has been used for the test.

== destination : xxx.xxx.81.229

Both of the account have been tested from our site and there is no high latency or packet loss that may contribute to the said problem.

Anyway should we want to check about the connectivity to the Internatinal website , a destination can be used as benchmark to identify whether the existing performnace is acceptable or not , is there anything TM can do to improve the connectivity. For example, www.yahoo.com is used by many users to test the connectivity to US, www.google.co.uk for UK and so on.

Please also be informed that we have tried to come out with the possible return trace from the above IP given to us - xxx.xxx.81.229.

The result as follows :
Query: trace
Addr: 124.13.63.100

trace 124.13.63.100 (currently xxx@streamyx is connected)

Type escape sequence to abort.
Tracing the route to 124.13.63.100

1 gi10-0.224.core01.lax01.atlas.cogentco.com (66.250.4.5) 4 msec 0 msec 0 msec
2 te4-2.ccr02.lax01.atlas.cogentco.com (154.54.1.34) 4 msec 4 msec 0 msec
3 te7-3.ccr02.sjc01.atlas.cogentco.com (154.54.2.150) 16 msec 12 msec 12 msec
4 te3-4.mpd01.sjc03.atlas.cogentco.com (154.54.6.102) 12 msec 16 msec 12 msec
5 telecommalaysia.sjc03.atlas.cogentco.com (154.54.12.2) 328 msec 328 msec 324 msec
6 58.27.106.209 324 msec 324 msec 324 msec
7 58.27.103.122 312 msec 308 msec 308 msec
8 58.27.103.33 312 msec 308 msec 312 msec
The above is the best option for the return trace as of today 6.00.pm (malaysian Time).Should we see the result closely, the max latency during return trace to TM (domestic) site is averaging at 350ms which is almost equal to another US benchmark site such as www.yahoo.compls find the below : Pinging www.yahoo-ht3.akadns.net [209.131.36.158] with 32 bytes of data:Reply from 209.131.36.158: bytes=32 time=300ms TTL=55Reply from 209.131.36.158: bytes=32 time=359ms TTL=55Reply from 209.131.36.158: bytes=32 time=380ms TTL=55Reply from 209.131.36.158: bytes=32 time=403ms TTL=55Reply from 209.131.36.158: bytes=32 time=426ms TTL=55Reply from 209.131.36.158: bytes=32 time=449ms TTL=55Reply from 209.131.36.158: bytes=32 time=474ms TTL=55Reply from 209.131.36.158: bytes=32 time=291ms TTL=55Reply from 209.131.36.158: bytes=32 time=313ms TTL=55Reply from 209.131.36.158: bytes=32 time=336ms TTL=55Reply from 209.131.36.158: bytes=32 time=300ms TTL=55Reply from 209.131.36.158: bytes=32 time=382ms TTL=55Ping statistics for 209.131.36.158: Packets: Sent = 12, Received = 12, Lost = 0 (0% loss),Approximate round trip times in milli-seconds: Minimum = 291ms, Maximum = 474ms, Average = 367ms

The above result may differ from time to time because dynamic ip user will have different ip address every timenew PPP session is establish. That is why some users may have different experience. Anyway, fixed IP address usersmay have better opportunity to gain better connectivity.(depends on the prefered destination).Another issue raised was on email service used by customers. I would appreciate if you could furnish more info on thecomplainant. We will try to, at least isolate the issue and propose an alternative to minimize the impact tocustomer end.1) Streamyx login ID 2) email server name/IP/webserver/pop mail3) Technical support (from cust site)Thanks


Mohamad Faisal b Azizan
Broadband Management Centre,IPNOC
TM Wholesale
TM Bhd

, you got it... So, we'll prepare for discussion, get them get things done so that we can continue with our life. Help spread the words...

Thanks man.

Yup, exactly. The information really helpful. I believe on that day, i wouldn't want to touch too much on the inner technical portion on how they configure their routers, load balancing and things like that.

We'll mainly concentrate on the result we get or the experience we have with their services which can be considered as a "black box" (Block box testing is a kind of testing carry out by analyzing the outcome without knowing the in-depth logic/configuration of the inner system) result in programming terms. In summary, even we're going to bring TMNET to court, the set of data or claims that we did via the "black box" study is just NOT ENOUGH / NOT QUALIFY as a piece of prove or evident. Moreover, the whole objective is to get TMNET to solve the problems we're facing asap instead of blaming them, or telling the world how bad their services are which is pointless.

Once a upon a time before, i suggested to MCMC to setup an independent consultant team to verify TMNET's network infrastructure and compile an assessment report to MCMC. The suggestion is to reveal what's actually going on. This is the most effective way to verify and identify the root cause of all issues and at later stage provide solution to solve them one by one.

As per for the ping result responded by them, to me, that simply doesn't mean anything as the test has been carried out at the end of different network segments and at different time frame. Long before the whole things got worst, we would be very happy when we get approx 350ms reply and around 5% data loss on ping, sometimes 10% is considered very good to us. One experience that cannot be denied is, when on the line with the call center guys, their ping results and ours at 2 different points (our ends and call center's ends) is having a huge different. they get approx 270ms reply and less than 5% data loss (minimum data / packet loss on ping result is normal) while we're having more than approx 1000ms reply and 40-50% packet loss.

Events like this, we are able to gather the data on our ends, but would they really justify it by collecting the data? I doubt there'll even a note written on the report record during the previous call in. I really doubt so.

All and all, we're going to communicate with them, get a date where all mentioned issues can be resolved and the compensation thingy.

Our initial and main intention to invite relevant party such as the reporters, lowyat forum's admin / moderator, and others related parties is to give constructive contribution during the session and convey the message so that the public is well-informed about the progress or the initiative and efforts TMNET trying to achieve in brushing up their services.

Thanks alot for the information guys,


The TMB event from mylinear and the information by andrew9292 are truely helpful. And to siukeong, what you mentioned not isn't really my worries. i do worry about that actually. coz if it happens, meaning to say, i'll have to go a longer way to get the things done.

To be frank, i didn't wanna bring such things up and until TMNET has to meet us up to solve the issue. For being working in the IT related service industry for such a long time, from Malaysia to Singapore and back to Malaysia again. I simply just cannot believe an organization especially in such a huge size has to have this kind of embarrassing stuff happening before they really take some bold actions to fix the things up.

Have been using streamyx for 6 years. This is the most bazaar time that i didnt' believe it really did happen.

- Schedule maintenance during peak hours.
- Call center staff that didn't even know what is "domain name" or "URL" which considered as general terms in the industry.
- A call center that will never give you a report number after you have called.
- Call center staff, they told me "you cannot talk to the supervisor because you are not the second level customer".
- Worst things is the repeating issues that keeps on happening here and there.
- Seems like "complaint-proof" organization because they seems "used to" receive complaints that kind and make me have a feeling that they don't take things seriously.

During early years of issues, i crossed checked with Singapore friends, theirs were okay and we have problems. Things happening a few times here, i thought it's normal for such ISP giant, but in fact Singtel or Starhub haven't even happened throughout their operation which is the scheduled maintenance thingy. After i've put the complaint through one of the supervisors, it didnt' happen again now or at least not that i noticed.

mylinear said i'm consistent and got to the right people. In fact, it's the consistency of streamyx issues made me consistent. I got to the right people, from call center to those on the top, a long long way man.

To be frank, i didn't want to talk or deal with TMNET, such matter shorten my life further as such dealing really get on my nerve. But to stick long in this industry, i had no choice, but to give it a try for the last time. TMNET will change or not, i have no idea, at least i tried.

Well, let's keep our finger crossed and see what will happen next.

Hi guys,

Really happy to see those responses it really helps alot.

The day i fed up and decided to have the one way ticket, i will stand firm until i reach the destination. I strongly believe that TMNET will NOT grow and stand as high as our neighbour's SingTel or Starhub. At least it's not within my lifetime. I believe if they are able to get Steve Jobs on the board and turn TMNET around as he did with Apple years ago.

My objective is to get them to resolve the current broadband service stability and reliability. This objective will not be stopped by excuses or any "tai chi" kind of move because i made myself clear to them on the following condition:

1. If the decision makers aren't there, it's pointless and i'll not spending more times there during the session.
2. When i'm in there with all questions, meaning to say that, the bottom lines is to get an answer (not explanation) on what action will be taken and date the action must be in place.
3. Shall those action to be taken takes longer than 3 months, TMNET should work out a compensation programs.
4. On the tech support side, as it involve an extremely large numbers of users and large numbers of repeating issues which i don't think TMNET has right man power and right tools to cope with it in a short period of time. Hence, i will mention it, but will not drill into it much at this stage. Of course, this will be emphasize on at the later stage.

The method is simple, i would like to make everything clear to the decision makers including the MCMC as a some kind like a "notice". We need to ensure MCMC knows what's happening and should be able to do whatever are appropriate within their power, more importantly to ensure things are fixed. Else, if that doesn't triggered, we know that it's time for us to look for the "Boss", the Government.

I still have faith in our Governments regardless of who is sitting in the PM office. I believe they will do something. IF nothing has done, the answer of the whole situation is crystal clear. Such ISP, though it's really rare but it's a small portion of comparing to others like "1malaysia", don't you think so?

Well hope you get what i mean, ....

There're better places and more effective places for me to camp than TMNET's HQ.

A scenario,

Let say we have a super highway connecting Singapore and Thailand with 12 lanes each. One day, you decided to drive from Klang Valley to Singapore. You had a smooth drive until you reach JB city center. But too bad, when you're just about to drive out of the border, the route is narrow, congested and crippled in some ways that make you almost stale in your car. At this time, if you were to make a complaint, who do you think you should call? Should you call Singapore's LTA (Land Transport Authority) or PWD (Public Work Department) or you should call Malaysia's JKR or City Council?

No matter how good they are in drafting the policies or Disclaimers, this is something they cannot deny and cover up if the issues (eg, congestion) is happening at TMNET's backyard.

To a piece of design, you can express whatever opinion you like or in any way you want it. This is because it has no absolute close end answer which is "correct" or "wrong" and "yes" or "no".

To technical stuff like this, if TMNET said international link isn't their responsibilities which i totally agreed provided they have to ensure and prove their end is in good shape. But to me, based on TMNET's reputation today, i simply cannot allow myself to just believe whatever that's going to lay in front of me without an independent entity's certification or supports.

Who should bear full responsibilities in choose the right Internet backbone provider and with a suitable bandwidth capacity that will cope with the usage? If the current bandwidth isn't sufficient to cope with the current usage, who should be in full responsibilities in renting more communication link or renting links with higher bandwidth?

From verbal source. When question has been directed to MCMC asking why is that TMNET cannot perform even to meet the minimum service level as Singtel can do many times than that? TMNET's feedback as "Singapore is an advanced and developed country".

Do you think when we're using Core 2 Duo processor, Singaporean are using Core 64 Duo processor? Or Singapore is using huge-twice-failure/slow-proof fiber optic or a 1000TG satellite links? The latest technology is available to everybody globally today. An identical or even an enhanced version Silicon Valley can be build in the middle of Sahara desert or African Grassland as well.

About the international link issue is simple. If TMNET insist that international links isn't their responsibilities. Fine, i teach you an effective method.

Let say, you cannot access a website say www.x.com write them an email requesting them to trace route to your IP (when you hook up Streamyx, that is the IP assigned to you via www.whatismyip.com). From the trace route done by the web server administrator.

It should looks like this:
traceroute to 218.111.0.234 (218.111.0.234), 30 hops max, 40 byte packets
1 xxx-xxx-xxx-161.xxxx.net (xxx.xxx.xxx.161) 0.600 ms 0.457 ms 1.089 ms
2 ec1-17.gwy01.sctn01.xxxx.net (96.9.191.1) 1.096 ms 1.082 ms 1.848 ms
3 gi1-13.ccr01.phl03.atlas.cogentco.com (38.112.240.33) 8.535 ms 8.536 ms 8.663 ms
4 te4-4.ccr01.phl01.atlas.cogentco.com (154.54.0.189) 8.653 ms te4-3.ccr01.phl01.atlas.cogentco.com (66.28.4.233) 8.750 ms te4-4.ccr01.phl01.atlas.cogentco.com (154.54.0.189) 8.729 ms
5 te8-2.mpd03.jfk02.atlas.cogentco.com (154.54.2.110) 11.325 ms 11.305 ms 11.255 ms
6 te2-2.mpd01.bos01.atlas.cogentco.com (154.54.6.1) 17.080 ms te4-2.mpd01.bos01.atlas.cogentco.com (66.28.4.201) 16.741 ms 16.240 ms
7 te7-8.ccr01.ord01.atlas.cogentco.com (154.54.7.81) 39.109 ms te8-8.mpd01.or
d01.atlas.cogentco.com (154.54.24.54) 39.841 ms *
8 te9-8.mpd01.mci01.atlas.cogentco.com (154.54.7.138) 51.873 ms te4-2.mpd01.mci01.atlas.cogentco.com (154.54.6.158) 50.857 ms 50.837 ms
9 te3-4.mpd01.sfo01.atlas.cogentco.com (154.54.6.165) 85.612 ms 85.570 ms 85.562 ms
10 te9-4.mpd01.sjc01.atlas.cogentco.com (66.28.4.182) 86.860 ms 86.844 ms 86.823 ms
11 te7-2.mpd01.sjc03.atlas.cogentco.com (66.28.4.74) 87.239 ms 87.223 ms 87.201 ms
12 * telecommalaysia.sjc03.atlas.cogentco.com (154.54.12.2) 292.776 ms *
13 58.27.106.209 (58.27.106.209) 306.213 ms * 58.27.106.205 (58.27.106.205) 306.620 ms
14 58.27.103.122 (58.27.103.122) 306.321 ms 203.106.6.189 (203.106.6.189) 298.157 ms 58.27.103.126 (58.27.103.126) 303.575 ms
15 58.27.103.77 (58.27.103.77) 290.461 ms 58.27.103.33 (58.27.103.33) 291.152 ms 290.416 ms
16 58.27.103.2 (58.27.103.2) 290.723 ms 58.27.103.22 (58.27.103.22) 290.679 ms 289.387 ms
17 * * *
18 * * *
19 * * *
20 * * *

You'll get the international link provider's name on the bold text above. Write them an email saying you're considering to put a lawsuit against them or insist that they have to take full responsibility of it (it's nothing wrong for doing that) because TMNET said browsing to international site isn't TMNET's responsibilities and it's in their policy. Then, whoever the international link provider is, will try their best to investigate and prove it to you who's problems is that. Get what i mean?

Although this is an ugly way of doing things, but this is the most effective method when no other options we can choose. This is the thing i do not wanna do nor encourage anybody to do it as verifying the network and issues cost money and it's not fair to the other parties.

The good thing about this method is, do you think these huge MNC will still deal with TMNET (shall TMNET refuse to change the policy while on the other ends streamyx users keep sending them emails on and off)?

This isn't a dirty tricks, but lack of alternatives, this is still a workable method. And shall only be used when you got nothing left to choose from.

This post has been edited by webdesignempire: May 10 2009, 02:35 PM

mylinear,

Exactly, that's the reports we need to shot it to the authorities to deny the term "international-link isn't TMNET's responsibilities" and have them fix the problems on their side rather than push everything to others. That's already serve the purpose here, you see.

I'm not sure others, but my concept is simple. If the problems happen to be in the TMNET's backyard, by all mean they have to solve it. So, to me, the location of the root cause is important as it represents who should responsible to solve it.

As far as i've noticed, it seems TMNET is covering up those section (trace route) and making the troubleshooting even harder. As a user and a member of the web industry, i hate it when someone (TMNET) is pushing me towards the wall. In fact, they had already used up my patient. They are able to keep quiet because no ones really bent it and get them talking and fulfill what they suppose to be fulfilled.

My stand point is firm whereby I won't go beyond the limits. The worst is, if the authorities had already made known to the situation and decided to do nothing. i'm fine with that. At least, i tried my best to help to work out a solution. And at least i know what is the next step should i proceed with.

A big white killer shark has full capabilities and strength when it's in the deep water, not the shallow water. So, for what i personally intended to achieve in my life, if this is not my ground, other industries or places may be mine. As simple as that.

Yeah man... i got what you mean here. I don't really hope for something similar and "huge" that happening in US to be happening here. Frankly, i didn't even thought about it. Whether or not they have already knew it, i bet they did. I just don't wanna make assumptions, i wanna see it with my own eyes how they act towards it. I used to meet people around, even though i can't tell what's in their mind 100%, but at least what are the chances toward certain things that i'm hoping to achieve which on this context, stable broadband, nothing i hope to get more than that.

I will not jump to a judgment that easily, at least not without i reach a dead end. However, once i did made a judgment, it is final and it's kinda impossible for it to change.

Same, we'll see what's next.

About jong52yuara's suggestion, i don't think TMNET will implement it. It's call mirror or something like caching server stuff like that.

I guess the word "most" isn't really suitable here. Have you ever spend 4 - 5 hours downloading a batch of email that less than 1MB? I guess those who's heavy p2p downloaders knows what they're into, video? graphic? anime? copyright material? free material? They know it all.

I do not wanna comment on the P2P stuff. The serious thing is, nobody will nor can accept downloading a few text based emails for hours. Right? And that happened to me and some other customers before i made noise to streamyx, MCMC and PMO's Complaint Bureau.

Furthermore, i do not want TMNET to be a charitable organization or providing 8 or 12 mbps, all i hope TMNET can be is to provide stable and reliable broadband services, that's all.

This post has been edited by webdesignempire: May 11 2009, 01:22 AM

chris2k,

i guess you simply do not get what i meant here. The word "Do be reasonable" really get on my nerve. DBR? Do you think TMNET service at current situation is reasonable? Do you think the support is reasonable as well? Their fair usage policy fair?

Based on your points,

"- They are aware of the situation and they will always to their level best to provide the best service."
If i were to strict to it, if their "best level" doesn't delivery the minimum result, it simply not enough.

"- International link performance is subject to inter-ISP connectivity."
Who should bear the responsibilities to rent a stable "link" that has sufficient capacity? You? Or me? Or others?

"- Very unlikely that any ISP can guarantee end-to-end performance to international sites"
Do you know that it's not even "very unlikely" it's no way the ISP can ensure that. And we just want TMNET to ensure no problems within their infrastructure, that's all.

"- They recognise their customer base has increased and are making continuous efforts to upgrade their infrastructure"
When?

Unless you are good with the 1993 when the Internet is first introduce in US military department and it's view by lynx web browser. Btw, do you know what it is? My point here, do some research. Because from your post, i can see you didn't really do you homework. If you did, may be you did not get it on the right track of it.

Let me tell you something. Those usage you mentioned is considered as common usage today. To me, i'm not a p2p downloader, but hey, we all cannot use p2p as an escape goat by pushing the blames to them. And furthermore, i'm not sure you really read the posts especially mine last post. So, do you still think downloading email batch that less than 1MB takes 4 to 5 hours is reasonable? When you call the helpdesk on the other end and the only thing they can help or teach you to do troubleshooting is that off and on the modem n bla bla bla... then the problems still remains, they'll be telling all sort of reasons except telling you the problems is on their side. How's that?

Get your hand dirty, go to the field and do some research. That's my advise.

opps... sorry guys... .... I'm a bit unstable already, because last nite a customer wake me up 4 in the morning to help him check some sites in US, takes 2 hours and half loaded only.....

Guys,

I've sent the Authorities an email in regard to the discussion session that are going to be held. I hope i didn't miss out anything though, please kindly refer to the below.

Email Content
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Good Afternoon Saiful & Ketua Pengarah of PCB,

Hope you are doing well.

Please kindly be informed that I've been informed verbally by TMNET's staff, Ms. Norehan (DID: 03 2240 2939) saying TMNET is going to hold a discussion session initially dated on 26th of May 2009.

Upon the confirmation received from TMNET, I've requested to invite the relevant departments head (decision makers) from TMNET to attend to the discussion. Furthermore, I requested TMNET to invite Ketua Pengarah of MCMC Complaint Department as well which has been verbally confirmed by Ms Norehan.

As part of the invitation list, I've requested two editors / news reporters from The Sin Chew Daily and The Star while TMNET may feel free to invite other to the discussion. The objective for the editors / news reporters is to cover the details of the discussion and of course provide constructive suggestions to the discussion.

Furthermore, I've suggested inviting:
- admin or moderator of famous local IT forum, lowyat.net
- Mr. Josh Lim (redesignmalaysia@advertlets.com)
- MyIX Members

I sincerely looking forward to meeting with you during the discussion session.

The issues to be discussed are as below:
- International Slow Browsing
- Trace Route
- TMNET's Best Effort and Fair Usage Policy
- TMNET's Tech-Support Competency
- Compensation Matters
- Streamyx's Ads, is it slightly exaggerative?

I hope such friendly discussion will be a fruitful one whereby action plan will be drafted and solid actions will be in place on timely basis which will make stable and reliable broadband services a reality.

Lastly, I thank you for your time going through this email and pardon my language (apology, shall there be any errors in this email). Thanks a lot.

PS: Besides to the recipients as listed below:
- Mr. Saiful Azhar Johari(MCMC)
- Ketua Pengarah of Public Complaint Bureau (PCB)
- Aduan SKMM (aduanskmm@cmc.gov.my)
- Corporate Communication Department (ccd@cmc.gov.my)
- Shaharliza Mohd Saman (MCMC)
- Azizan Mohd Afandi (MCMC)
- Amarjit Singh a/l Karthar Singh (MCMC)
- CEO of TM
- Rohana Abdullah (AGM of Streamyx Division)
- Streamyx Customer Helpdesk (help@tm.net.my)
- Mr. Josh Lim (redesignmalaysia@advertlets.com)
- Sin Chew Daily's Editor (cyberworld@sinchiew.com.my)
- Penang Consumer Association (info@cap.org.my)

This email is CC / Published to / on Forum as below:
- CC via online form - The Star Ronald Michael Byrne, Editor, StarIn.Tech (Pengarang, Star In.Tech)
- CC via online form - National Consumer Complaints Centre (NCCC)
- CC via Forum - www.lowyat.net at the Topic http://forum.lowyat.net/topic/1024067


End of Email Content
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Best regards,
Dave