I encountered exactly the same problem as you. I also asked customer services about restoring from there side and was informed they have thousands of users and a that a lot of users were encountering the same problem and they couldn't be expected to resolve this issue for all those users.

No choice but to go to tmpoint to "upgrade" to 1mbps package.

This post has been edited by jimfoa: Sep 3 2010, 02:49 PM

Sorry my bad, I worded my statement wrongly. It should have read:

I encountered exactly the same problem as you. I also asked customer services about restoring from there side and was informed they have thousands of users and a that a lot of users were encountering the same problem and they couldn't be expected to resolve this issue for all those users.

No choice but to go to tmpoint to "upgrade" to 1mbps package.

I had a similar problem with my line - 512K Basic plan(RM99) 1.5mbps suddenly dropped to 512kbps in August. I raised this with TM was informed they were carrying out maintenance in my area and was issued a report number. On subsequent follow up calls to 2nd level support I was informed since my package was 512K there was nothing they could do and I would have to upgrade at TMPoint to 1mb.

After upgrading to 1mb the above problem remained it took nearly 8 weeks, after installation, to be resolved. A summary is as follows.

a) More than 30 telephone calls, e-mails to various departments, problem shunted to technician then different technical teams then back to technician then ...

b) My port was re-configured/reset a number of times - during which speed would sometimes be 1mb for 5 minutes to 2 hours and then revert back to 512kbps. If I reset my router/re-started my PC line speed immediately reverted to 512kbps.

c) A technician attended my premises 4 times and on each occasion informed me the problem was on TM's side. He even showed me using his account he could get whatever download speed my line was capped at and with my account 512kbps. Nevertheless after each visit the problem was recorded differently on my report and included:

i) wireless problem - I use cable and wireless is disabled on my router;
ii) problem with old router - I use the router supplied by TM and tested with my old router;
iii) problem with my account password - still haven't got a clue what this was about.

d) On 3 separate occasions I was given a definitive date when this problem would be resolved - none were met. They indicated a problem with the server side cabinet had been resolved which would resolve my problem, it didn't. Finally they re-configured the whole server side cabinet(?) and the problem was resolved.

Now after the "upgrade" my download speed has gone from 1.3mbps to 0.85mbps, since it's 80% of advertised speed there's nothing I can do.

And when they tell you they will reset your cap back to 1.5mbps after the problem is resolved - don't believe them.

I am still waiting on a reply from TM why it was necessary for me to upgrade before any action was taken on this in the first place.