Hi.

I have been a streamyx customer for more than 3 years and I would like to
say that the connection and speed were great since my last complaint was
resolved in April 2009. However lately there has been a serious routing
issue ongoing *EVERY NIGHT at 7pm* since 1 month ago. I have been patiently
waiting for TM to perform any maintenance/upgrade, but it still persists
until today.

My streamyx id is and my location is in Kuching, Sarawak.

The ping/latency to TM DNS server is about 30ms, as captured in screenshot
DNS_6pm.png. However, after 7pm TM internet gateway 219.93.218.17 goes
haywire and the following nodes/hops follows suit, as shown in DNS_7pm.png,
DNS_7.30pm.png, and DNS_8pm.png. The ping/latency to DNS peaked about 250ms
around 9pm every night, that is about 8 times normal latency. Shocking, not
to mention the amount of packet loss. However this latency problem
miraculously disappear and return to normal state after 11pm every night.
Several tests were perfomed with another local server and a china server for
comparison purposes.

This has serious impact on performing latency-sensitive applications and
activities. Furthermore at the time range when i mainly use internet after
work. I hope that TM IPNOC will look into my complaint with great integrity
instead of replying with standard template. I hope TM will look into the latency/routing problem and solve it as soon as possible.

Thank you and best regards,

Dear Sir/Madam,

Thank you for contacting TM. Firstly, we would like to apologise for the late reply.

Referring to your e-mail dated 6th October 2009 on connection issue, the inconvenience you have experienced is regretted. Please be informed that in order for us to solve the problem you are facing, we need to proceed with a few basic troubleshooting first. Thus, Kindly reply this e-mail by providing the
following details, we will contact and assist you with the troubleshooting steps personally for faster restoration.

1) Contact person:
2) Latest Contact number:
3) When is the best time to call (During this time, please make sure you have access to the PC)?
4) Username:
5) Latest bandwith test result:

Since the problem you are facing is regarding the speed, kindly run a bandwith test at our website as follows:

http://219.93.175.234/

Please note that from the result we can measure your current speed, should you get less than 90% of your subscribed speed (384kbps) which is 345.6kbps, there might be a problem with the server. If the bandwith test result meet your subscribed speed, kindly proceed with few steps below before testing your speed again:

-Disable antivirus software and P2P running in background
-Scan your PC
-Scan for Spyware
-Perform Disc Cleanup

Should you need immediate assistance, kindly contact our Technical Department at 100 and select 'Internet Services'.

We hope we have addressed your concern and look forward to serve you better


Regards,

Morlindran Kumaren Krishna
Customer Care Support, Internet Services,
Customer Service Management,
TM Retail.