Kepada Encik ,

Terima kasih di atas e-mel anda kepada TM. Kami memohon maaf di atas kelewatan membalas e-mel ini.

Merujuk kepada maklumbalas anda mengenai capaian kelajuan Internet, setelah membuat semakan, didapati bahawa capaian Internet anda telah menepati kriteria yang telah ditetapkan (kelajuan dalam lingkungan 80% dari 1Mbps dan 'latency' <85ms untuk laman web tempatan). Oleh yang demikian, anda diminta untuk merujuk kepada kenyataan yang dikeluarkan oleh pihak TM di pautan berikut untuk makluman lanjut:

http://www.streamyx.com/customer_care/cust...ir_usage_policy

Sekali lagi kami ingin memohon maaf sekiranya penjelasan berkenaan tidak dapat menyelesaikan kesulitan yang anda alami ketika ini. Untuk pengetahuan anda, kami sentiasa cuba memperbaiki mutu perkhidmatan dan kami amat berterima kasih di atas maklumbalas daripada pihak anda. Kami juga ingin mengambil peluang ini untuk memaklumkan kepada anda bahawa sebagai pelanggan kami, segala kepentingan pelanggan merupakan keutamaan bagi pihak kami.

Untuk sebarang pertanyaan lanjut atau maklumbalas, sila e-mel kami di help@tm.com.my.
Anda juga boleh menghubungi TM di talian 100 dan pilih 2 untuk ?Perkhidmatan Internet? untuk bantuan lanjut.

Kami amat menghargai maklumbalas anda dan akan terus berusaha untuk mempertingkatkan lagi kualiti perkhidmatan kami.


Yang benar,

Ahmad Farid
Customer Care Support, Internet Services,
Customer Service Management,
TM Retail.

www.tm.com.my

after my RS download slow and ytube slow ... i send email complain about this problem ...  and this is what they reply
    RS and ytube is P2P ???    can some one confirm it back ??? i wan sue  TM back ...  jawapan dari TM mcm  taik ...  langsung tak memberi bantuan

>.> very funny

how many kb/ps

sometimes, talking with the CS makes me insane. Cuz keep asking doing the same thing ; switch off modem, direct connect etc...

MOSTLY TM workers are brainless, they fail at life. Even they got straight A's for SPM or PhD, they only success on the paper not life-skill, that's why when you call them, they just talk the same thing and doesn't even understand us. Seriously, I see failure in the management.

MOSTLY TM workers are brainless, they fail at life. Even they got straight A's for SPM or PhD, they only success on the paper not life-skill, that's why when you call them, they just talk the same thing and doesn't even understand us. Seriously, I see failure in the management.

MOSTLY TM workers are brainless, they fail at life. Even they got straight A's for SPM or PhD, they only success on the paper not life-skill, that's why when you call them, they just talk the same thing and doesn't even understand us. Seriously, I see failure in the management.

Don't say that, when you're out and working for your people, you have to follow their instructions and do what you are told to do, your job.

Those people who work in TM don't have a choice either. CSO or technician. It's either they work there and get paid, or leave and find another job, which is quite hard during times like this.

That's why i only deal with the higher level customer support or top management people, write letter to MCMC/CFM or whatever complain body i wont blast their low-level workers, except if they are really really unreasonable (like a technician was sent to my port 5 times this year and he coundnt solve the problem until recently).

Yes i blasted the technician for his incompetence to his higher levels, previously when he talked to me he was very arrogant, plus he coundnt fix my problem and think of me as trouble to him. Heh, that day he called me, he sounded so nice and explained everything...

Yes, failure in the upper management. If you want to blame people in TM, blame their higher levels and management, it's them who are calling the shots and decisions.
It is them who tells the Customer Service Officer to read from a script.
It is them who tells the Network Operation Center(NOC) on how to prioritize the bandwidth.
It is them who tells what excuse to give when a customer complaints.
It is them who decides in everything.
The lower ones are just following "upstairs" instructions only.

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Added on December 1, 2009, 6:25 pm

^That guy wants to bring you to see the FUP, let me show you..
Quoting Fair Usage Policy (FUP)
1. As far as my knowledge of internet concerns, Youtube can be considered a live streaming site and should be given priority as stated in the FUP.
2. I'm not an extreme heavy user and they should at no time prioritize my traffic usage.
3. As far as the FUP is concern, it will only limit P2P and P2P sites that consume a lot bandwidth and/or users who use extremely lot of bandwidth.
4. Youtube is not a p2p system or site.
5. Youtube is not a file sharing software.
6. TM broke their own Fair Usage Policy by limiting our Youtube speed.
7. Their FUP got loophole because it states Extreme heavy usage? How much is extreme? for normal user like me, extreme means >20GB a month. But to all torrent and RS kaki, your extreme is 100GB+- a month.

after my RS download slow and ytube slow ... i send email complain about this problem ...  and this is what they reply


Terima kasih di atas e-mel anda kepada TM. Kami memohon maaf di atas kelewatan membalas e-mel ini.

Merujuk kepada maklumbalas anda mengenai capaian kelajuan Internet, setelah membuat semakan, didapati bahawa capaian Internet anda telah menepati kriteria yang telah ditetapkan (kelajuan dalam lingkungan 80% dari 1Mbps dan 'latency' <85ms untuk laman web tempatan). Oleh yang demikian, anda diminta untuk merujuk kepada kenyataan yang dikeluarkan oleh pihak TM di pautan berikut untuk makluman lanjut:

http://www.streamyx.com/customer_care/cust...ir_usage_policy

Sekali lagi kami ingin memohon maaf sekiranya penjelasan berkenaan tidak dapat menyelesaikan kesulitan yang anda alami ketika ini. Untuk pengetahuan anda, kami sentiasa cuba memperbaiki mutu perkhidmatan dan kami amat berterima kasih di atas maklumbalas daripada pihak anda. Kami juga ingin mengambil peluang ini untuk memaklumkan kepada anda bahawa sebagai pelanggan kami, segala kepentingan pelanggan merupakan keutamaan bagi pihak kami.

Untuk sebarang pertanyaan lanjut atau maklumbalas, sila e-mel kami di help@tm.com.my.
Anda juga boleh menghubungi TM di talian 100 dan pilih 2 untuk ?Perkhidmatan Internet? untuk bantuan lanjut.

Kami amat menghargai maklumbalas anda dan akan terus berusaha untuk mempertingkatkan lagi kualiti perkhidmatan kami.


Yang benar,

Ahmad Farid
Customer Care Support, Internet Services,
Customer Service Management,
TM Retail.

www.tm.com.my

The Fair Usage Policy automatically identifies the extremely heavy users and manages their bandwidth in order to protect the service of all our other customers. This traffic prioritization policy will protect the quality of service for the majority of our customers when they use the service, while at the same time, still allowing the extremely heavy users to continue to send and receive files with certain restrictions. With this policy in place, we will prioritize Internet activities like web browsing, live streaming, messaging applications and VOIP access while traffic to P2P sites will be given lower priority, due to the high bandwidth consumption of such services.

For example, some customers use P2P or file sharing software, which constantly sends and receives videos and other types of very large files, throughout the day. These activities (download and upload continuously) use a lot of bandwidth and can significantly reduce the connection speed, which other customers are getting to access the Internet during peak hours. We don’t believe this is fair to the vast majority of our customers.

^That guy wants to bring you to see the FUP? let me show you..
Quoting Fair Usage Policy (FUP)
1. As far as my knowledge of internet concerns, Youtube can be considered a live streaming site and should be given priority as stated in the FUP.
2. I'm not an extreme heavy user and they should at no time prioritize my traffic usage.
3. As far as the FUP is concern, it will only limit P2P and P2P sites that consume a lot bandwidth and/or users who use extremely lot of bandwidth.
4. Youtube is not a p2p system or site.
5. Youtube is not a file sharing software.
6. TM broke their own Fair Usage Policy by limiting our Youtube speed.
7. Their FUP got loophole because it states Extreme heavy usage?  How much is extreme? For normal user like me extreme means >20GB a month. To all torrent and RS kaki, your extreme is 100GB+- a month?

Tell him (ahmad farid) you do not wish to speak to him further and you wish to speak to a representative from NOC (network operation center) for clarification on the matter and or top management for further discussions as he is just a low level customer support officer and he cannot help you further, and he is just a low level guy who doesnt know TM's internal situation. AND he doesn't even know what is he talking about, FUP has nothing to do with youtube slowing down (but it might apply to RS).

Then, state your new queury about the FUP and how if affects youtube/rs and demand answers from upper levels otherwise you will bring the case up to MCMC/CFM especially on the throttling of Youtube. (since RS actually contains illegal content and they might just brush you off, so focus more on Youtube)