Was having problem since day 1 I signed up, the phone is not working, webpages cannot be loaded at all, filed complain and they asked me to wait! Told them I will terminate the line within the 7 days cooling off period which I was told there is no such thing for this particular broadband service (!!???). It's stated in their website, (http://www.maxis.com.my/personal/general/tnc_maxisbroadband.asp),

["Wired Broadband" means high speed Internet using Asymmetric Digital Subscriber Line (ADSL) technology or any other technology as may be introduced by Maxis from time to time.]

[2.7 The Customer is given a seven (7) day cooling off period within which if the Customer returns, for any reason, the Equipment (and its packaging) in its original condition, Maxis shall fully refund the costs directly incurred to subscribe for the Service. ]

But I was told they DO NOT practice this cooling off period with Fiber to Home broadband! WHY? It IS broadband, isn't it? When they are unable to answer your question, they drag! After the 7th days, whatever you say is history!!

As for their FUP, nobody will against it IF they provide us with reasonable speed (half of 6 Mbps? or 2 Mbps?) considering this is a HIGH SPEED broadband? But to have a speed less than 512 kbps but claiming to be high speed is simply unacceptable!

Please do not subscribe, not until they come out with something favourable to the consumers, you won't want to pay so much for some 10 Mbps speed which will only last you for days.

Please refer to the answers they provided me through emails and judge them yourselves before you show any interest in this lousy package.

Please find the response to your queries as follows:



1) What is your idea of 'High Speed Broadband'?

Offers high speed internet where customer will be able to go online up to 100Mbps.



2) With a 40 GB FUP which one could easily use up?

Downloading of large files, games, movies and songs.



3) After the 'quota', with speed ranging from 1xx - 4xx kbps is high speed?

After the utilization of 40GB volume quota, the speed will run at best effort which is less than 512 kbps.



4) We are paying the 'High Speed' charges for that few days' usage, where in my case - 7 days (November, 2010), with some of my neighbors 'enjoying' for only 1 to 2 days?

The speed has to be managed based on the said allocated volume quota.



5) Are the Fiber to Home subscribers supposed to limit their online time in order not to exceed the quota which will result in extreme low browsing speed? We can't even leave our messenger on 24/7!

This is again depending on the use of internet and facilities provided in the messenger e.g: video call. It has to be managed fairly.



6) The feedbacks from subscribers in my area claimed that they were told by your sales personnel that the speed will eventually reduced, when the quota is met or exceeded, by half, I.E. 3 Mbps, some were told 2 Mbps, but what are we getting, 1xx Kbps?

This fall back to the question number 3, speed will run at best effort which is less than 512 kbps.



7) Will YOU pay & use this kind of service where you have to LIMIT yourself on the usage so to avoid exceeding your quota, seeing the speed dropped drastically low after that?

We sincerely apologized if the Fair Usage Policy were not clearly briefed upfront during registration.



8) You are tying us up with a 24 months' contract, disallowing us to terminate or switch back to our previous packages without penalty (ADSL 1 Mbps with no quota with an average speed of 1.7 Mbps, no speed reduce, no stress in using), although most, if not all, of us had been conned into subscribing your this ridiculous package?

The contract remains at 24 months. We believe this has been communicated to you during the registration. However, the Fair Usage Policy should have been stressed clearly upon registration for the benefit of doubt. We view through your feedback seriously for our onward improvements.



9) Someone from your end actually put the blame on us by not reading the fine lines before signing the contract! How many of us would actually read those FINE LINES on contracts? We signed basing on the information from the sales personnel. What we were told AFTER signing up, upon using, is a totally different scenario!

Please accept our sincere apologies for the communication were not briefed clearly. We acknowledge that there is some work for us to do in order to restore your confidence in this respect and we accept the challenge gratefully.We truly appreciate the time you have taken to bring this matter to our attention. Nevertheless, we value your feedback as it is through such comments that we are able to monitor our services and keep abreast with customers' expectations.



Hope the above helps to clarify your concern. In the meantime, should you require any assistance, please call our Customer Care Hotline at 1800 821 123.

Guess I have to 'hug' this sucky broadband service for another 23 months, unable to do anything about it, not until they decided to heed the consumers' outcries, or maybe the intervening of some department concerns?

This post has been edited by cmchung: Nov 19 2010, 05:56 PM

After liasing with Maxis, and told them I would sign up for my 'old' package - ADSL 1Mbps and remain as their customer (like I have a choice? bleh..), they finally agreed for me to terminate my FTTH account without penalty. The T&C would be, AFTER I walk-in & sign up for their ADSL package and I will have to pay RM300 being installation & activation costs for the FTTH, then terminate.

I feel somewhat unfair here, as, IF I was not conned into signing up the sucky FTTH in the first place (being told I would have around 2Mbps speed after the quota), I won't have to go through all the nonsense, never to mention having to patch up those drilled and nailed holes? Now they are asking me to pay for what was supposed to be free?

No, I haven't. I thought if I could liaise with Maxis on my own, then it will be good.

Seeing now they are willing to take a step back, that's good news, but to pay for what we shouldn't..?

According to the management, they put it in a way that by waving off the penalty is a good will of them, that's why I have to pay that RM300 , is that fair? After we have been duped into subscribing?

The problem lies with the 40GB gap, AND the speed after that! 512 kbps? Simply ridiculous!

Anyone aware of the advance payment of RM158, which is supposed to ride off the last month usage prior to cancellation, with the RM40 refunding process of 6 weeks?

I've discovered a brand new problem with FTTH - the users are sharing the same IP address (few users one IP address). I had not been able to watch my favourite anime on Megavideo since I installed FTTH, I'm always "exceeded my 72 minutes watch time" even when my computer is being switched on for the first time of the day! I never switch off my modem otherwise my VOIP phone will not be functioning.

So, modem no re-set, IP address no change, switch on the computer, can't watch anime on Megavideo due to IP address had exceeded the allowed timing!

IF our IP address are not being shared, then... WHY?

---

Added on February 8, 2011, 4:14 pmShocking reply from Maxis as follows, and best part is they are not going to do anything about it!

Dear Ms Chung,



Based on our finding, we write to affirm that the Maxis FTTH service is using private IP thus you will face difficulty accessing to megavideo unless it is running on public IP like ADSL does, you may be able to access.



At this juncture, there are no immediate plans to convert the IP from private to public. With this, we collectively conclude the above is final and our reply remains status quo. Should you have any further queries, please call our Customer Care Hotline at 1800 821 123 for assistance.



Thank you.

This post has been edited by cmchung: Feb 8 2011, 04:15 PM

You are lucky to have NOT subscribe to this really shitty service! As for me, I'm conned, cornered, cheated, doomed.. It's surely a bye bye from me to Maxis 24 months later, oh wait.. 21 months later to be exact!

My speed was excellent (around 5-6 Mbps) even after the quota last month - May 2011, so I do not really have any complaint (for last month that is..). As long as Maxis provide us with 'high speed' after the quota, not 512kpbs-with-the-best-speed-of-300kbps--400kpbs, I think many of us will be happy?

Anyway, despite the speed and the increased quote (which is temporary according to Maxis), I captured a few screen shot which shows that the counter of quota's calculation is inaccurate somehow: -

1) 1st screen I took on 31 May 2011 @ 6:08PM with -7.71 GB usage

2) 2nd screen I took on 31 May 2011 @ 11:31PM, -7.71 GB usage as well (did not move?) before I went to bed, and before the counter was being reset.

3) As soon as I switch on the computer, for the 1st time on a fresh 1st June 2011, I have used up 2.23 GB (???). Now, they reset everything at 12:00AM on the 1st of every month, I off the computer at 11:31PM on 31st (but I left the modem & gateway on because of the VOIP phone), and I managed to use up 2.23 GB during my sleep!

4) 3rd June 2011 @ 4:10PM, 5.85 GB usage, meaning I used 3.62 GB only for 2 days.

Feel free to print out those screen shots in pursuing the matter to relevant party(s), and please provide outcome as a lot of us would like to leave this shitty service without kena penalty.

numbertwo, I do not have any of those screen shot, but it can easily obtain if you were to visit those sites & try to watch/upload/download a video, example: www.megavideo.com

Just to gather some information.. How many of FTTH subscribers here paid Maxis RM158 being 'advance payment'? I did not, as it's not stated in their contract, and, it's just another term for 'deposit' which is fully refundable upon our termination of said service.

Maxis had been making a lot of noise because I did not pay the RM158 being the "ADVANCE PAYMENT". They even told me they are going to bar my line if I do not pay up? I paid RM118 per month up to date, never fails, whatever I use, I paid. But now they are going to bar my FTTH line because I did not pay the advance payment which is fully refundable upon my termination of this service (another term for DEPOSIT?).

No, it's not in their contract, that's the point I got to argue with them on.