The online community knows me. I'm Aizuddin Danian, blogger at http://www.aizuddindanian.com/ and http://www.mycigarblog.org/ and ex-GM of LOTH, and long-time member of LYN. I'm not a TM mole or employed by TM in any way. I've been asked to represent us, and i will try my best to do so in an open and honest manner. Don't shoot the messenger, i only bear the news.

Right, partly because of this http://www.aizuddindanian.com/voi/2010/10/...uring-unif.html but mostly because of this http://unifi.athena.my/, and a couple of scathing emails i sent out to Dato Zam and all his senior staff including his Head of Technology, Marketing, Corporate Comms, i've been invited (together with our very own Rizvanrp) for a dinner with the TM CEO on 11 November 2010. Several members of his senior management committee will be present as well.

They have asked me to compile a list of questions from that we want the TM CEO to answer during the meeting.

I am opening this thread to give everyone a chance to submit their question. If it's suitable (meaning, its a reasonable question, no profanity or abusive tone or language), i will copy it word for word, and present it to him for a response.

The questions can be about anything related to TM, however, i think they are concerned about what we think about Unifi and Streamyx in particular.

TM has indicated to me that they are very serious about improving their broadband services, and this dinner is one of the means in which they are getting the ball rolling. It's not everyday that the TM CEO himself is coming to the ground (or at least as close to it as his schedule allows) to get feedback, so i think we really cannot miss this opportunity to ask the right questions and get the answers that we as the paying customers deserve.

EDIT 11/11/2011

Alright guys, dinner is tonight. Unless someone has something really earth shattering to add to this, i'm going in with the following main issues.

I've chosen these issues because i believe that they will have the maximum impact on the majority of us, and its something that we are all concerned about.

1. Pricing of services, especially when compared to what the rest of the world is paying. Either we should get more, or we should pay less.
2. Bandwidth capping -- there needs to be a more elegant solution to this problem, including allowing us to "burst" our bandwidth through buying more "airtime" (cheaply).
3. Customer service -- frustration with their call center (which is, if i understand correctly, an outsourced vendor, not TM staff).
4. Customer engagement -- one of the reasons why we feel as though TM doesn't care about it's customers is because (a) their call center is pretty poor and (b) we never feel that we are able to talk directly to TM. I sincerely believe that if TM hears our voice (rather than sees just the numbers of our voices in their monthly reporting), they will be more serious and pro-active in solving our problems. This dinner is a perfect example of that belief. I spent several months constructively engaging with TM on several issues, some personal with my own experiences with their service and some on behalf of the community such as the Unifi security flaw -- if they don't care, why bother meeting me?

Alright fellas, thanks again for everything. Wish me luck.

I will post up the full report and all the pics for this meeting after it is concluded. Thanks fellas.

EDIT AFTER THE DINNER

 Q_A_Aizuddin__rizvarp_FINAL_11Nov10.pdf ( 133.21k ) Number of downloads: 435

That's the official response to a bulk of the questions we asked.

Obviously, some are sidestepping the issue, and some don't answer the question very well, but it's a start, and at least we have in writing from their senior management a document that we can hold them to in the days to come.

Dato Zam was a very gracious host, he said he could only spend an hour with us, but ended up staying for nearly two because he seemed quite interested in what we had to tell him. I got the impression that he is the captain of a very big boat, and just like all big boats, despite what the captain wants, making the boat change direction takes a huge turning circle. He seems to know which direction to take, its just a question of how long it takes for the rest of his boat to catch up.

TM has a new VP of Group Corporate Comms, and she's a real firecracker with some sweet ideas to be more engaging with us in the future. I look forward to many of her initiatives, such as a Blogger Briefing, and also a TM sponsored Tech Council. I think the days when we could claim that TM kept us at arm's length will soon be a distant memory. This lady is bringing TM right into our face, if she has her way. Watch out for her.

The biggest surprise to me and Riz tonight was on the issue of extension throttling. Their Head of Retail, and their senior tech officer looked us right in the eye and said they knew nothing about it. I sincerely believe they were telling the truth, it did seem quite a shock to them. They have promised to investigate.


This post has been edited by Tentris: Nov 11 2010, 11:57 PM

My problem with Streamyx is I need to wait for 2 weeks to get my phone line working again together with broadband. Despite numerous call everyday made to their hotline, they gave me such a silly robotic questioning which is annoying as I need to repeat my problems for 14 days consecutively but still no solution is being made. TM policy is 72 hours for rectification but mine is more than 200 hours. You can ask anyone about TM hotline and all will vomitting blood when talking about their 1 300 hotline. If given choice, will consumer still choose TM over other providers?

No thanks to monopolize business policy by Malaysia.

I don't think this is the right platform to answer specific grievances; i wish i could go up to him with each and every case, but that would be a waste of the opportunity.

Ronn77, do you have a specific question to ask? or does my question of "Why do many customers constantly feel frustrated when they try to call the TM support lines? (Streamyx/Unifi)" cover the problem?

What steps are TM taking to resolve the disproportionate allocation/use of bandwidth to/by users? Some users can download gigabytes of illegal content whilst others have trouble browsing, accessing MSN/facebook, watching occasional legal video streams, playing on-line games etc.

tell them, that limit cap will kill the unifi

Ask him why is Streamyx so lousy in Ipoh and when is Unifi coming?

Also tell him to openly admit that they are currently throttling all of us until midnight everyday.Why is the 4mbps Streamyx package a night owl package?

If they are going to implement a usage cap, it's best that they come with a self account management page, where we can check our own usage so far.

And also, come out with the ability to purchase a bulk of new usage volume if we wish, like 20GB more, 40GB more, etc.

Then if they are going to implement usage cap, please consider to reduce the price.

Daily cap must go, simply does not make sense. just imagine if you are working remotely or a student doing research, half way thru download of important document it tells you that you reach daily cap and you can't proceed further.
Also the month cap need to be increase at least 1.5 or 2x the current limit.

ask him why the price are still HIGH and data cap is still too LOW for unifi

Ask them why don't they do site survey before the Unifi installation??This can determine if the potential subscriber will have any issue during the installation day itself..As the owner needs to be at the house during installation,they will need to take a leave and if there's any problem during the installation,they will have problem taking another leave for another installation date..

In my case,i took a leave on the day for installation(4/11/2010)..And guess what,the contractor needs to tarik about more than 500m from that Unifi box to the house so after some discussion with TM,they told me to return order and they will update me on that problem..TM should visit Kg Melayu Subang and see how their infra at the moment..I've been told by the contractor that there's 3 unifi box that is near to the house,but the nearest is about 500m..Until now no updates..If infra is not ready,don't gatal2 put at the website that the service is covered for the area..I register through the website and even called TM to confirm about the availability of the service at my area,and the staff told me don't worry all infra is ready...

Thank you..

This post has been edited by aliftaufiq: Nov 8 2010, 07:51 PM

Two questions:

1. Will TM push for more Melaka Broadband type initiative with other state governments to bring affordable wired broadband to the masses?

2. Just how much international bandwidth/volume does TM purchase for it's broadband subscribers seeing as how many people have complained of high latency and slow video streaming and such?

If can, please ask him this.
1. Is it just because of UniFi then they would not add more 4mbps port in Seri Petaling?
thats all

Appreciate if you can convey this message/suggestion;



With FTTH ie unifi...TM Should provide packages that encourage more local bandwidth utilization and save the more precious international bandwidth. For example, VIP20 may have 100Mbps local connection and 20Mbps, VIP10--->50Mbps local and 10Mbps international and so on....this should do a few things;

1) Encourage local sharing (legal stuff)
2) Encourage local hosting/mirroring
3) The saved international can definitely lessen the complain of slow international speed

The list can go on....I'm not an IT/Network maybe other members can add on benefit of having high local speed with finite international speed.


Thank you for your effort bro!!

This post has been edited by yoda: Nov 8 2010, 08:04 PM

i'm agree with Kons. if we can purchase additional volume, i guess it's ok. Or, maybe they can increase the cap because i think 60GB per month is quite low.

Perhaps you could paraphrase this question.

Why did TM promise VIP20 subscribers that the initial premium channels will be free (stated clearly on their website) and then changed their decision at the very last minute, without informing the VIP20 users?

Just one question:

Why the cap? If the equipment can't handle the load of numerous users, why didn't they make proper preparation in the first place? We're paying a hefty sum of fee for this service.

can help me ask this?

why many people who using 1mbps package but the speed they get is only 512kbps? even after technician come and check, the problem still persist.

streamyx customer support is not helpful most of the time, as a IT student, i know what is going on, and yet they want to ask me to do something that is not appropriate to the problem that i'm facing, for example, my DSL light is stable, line is ok but i cant login to streamyx and connect to internet so i called streamyx customer support, then they tell me to ping google, ping streamyx DNS, if i cant connect to internet, how can i ping?

when i got some problem with the streamyx server side, i call them, they will try to deny is not their problem, i told them i have ensure my modem and pc and connection between modem and pc is ok, yet they still ask me to ping my own router, access my router page.

please consider that most of us dont use house phone anymore, calling to 1300 number using handphone is expensive, everytime i call, i have to wait for 5 mins for waiting someone to pickup my line yet my credit is ticking, dont you think this is something to improve?

since unifi is available in many area in KL and selangor, why there are still some place that doesn't support 4mbps? seriously, a lot of confusion and misunderstanding happen in screamyx, when i try to call to streamyx and ask if my area support 4mbps, they say no while some say yes, when the TM contractor come my house, i ask them this area support 2-4mbps or not, they say no, but the website stated that 2mbps and 4mbps is supported in my area.

1. Can you review the cap volume? It is too low. Triple of what the current cap would be the ideal number.
2. There is a huge different between a average high bandwidth user & a really heavy bandwidth hog user. It would be nicer to implement "stage volume capping", So it would be fairer to both the user and the ISP.(if any technology device is capable to doing this) People who use just slightly over the cap shouldnt be punished heavily as the Real bandwidth hogger. It is unfair to them.

For example VIP 5=
a) Throttle 4mbps when 100GB volume cap reached
b) 3mbps when 150GB volume cap reached
c) 2mbps when 200GB volume cap reached
d) 1mbps when 250GB volume cap reached
e) 512kbps when 300GB volume cap reached

3. Bandwidth cap volume should be allow to carry forward to next month, there this encourage users to conserve bandwidth that they didnt download unnecessary thing. For example like me I could be heavy on download this month but idling next month

4. Instead of selling Speed of the internet I would prefer Unifi provide a standard speed 20mbps but sell only bandwidth (like TNB electric bill)

5. IPTV cost per channel is too expensive. It could have been cheaper. Getting 20 more Unifi users to pay RM2-3 per channel is more profitable than trying to get 3 users to pay RM6-9 per channel. Please Adopt Tesco Business model.

This post has been edited by Boldnut: Nov 8 2010, 08:54 PM

Suggestion:

Remove traffic shapping/throttling and introduce a REASONABLE bandwidth capping with segregation between international and local bandwidth

International bandwidth is overloaded
No capping on hotfile/rapidshare
Do not practice IP priority..

Hit him where it hurts 1st.Put FUP and core technical issues aside and try to go straight to services' pricing strategy (or rather..the lack of it..).It's simply beyond absurd.We're paying too damn close to 1st world levels while getting 3rd world standard implementations right from service availability,application runarounds,confirmation and QoS.Then you'll get ample ammo to attack with all the tech stuff since traditionally TM kept to the "We'll build it when you pay for it" warped idea.

Ya. 4Mbps Night Owl package must ask. When I register 4Mbps BB Deal I was not inform that I can only get full 4Mbps at midnight. Day time download speed is just 384Kbps. If that's how thing actually is I would hope TM would openly let all future 4Mbps subscriber know about this issue. And throttle to 384Kbps for 4Mbps user are too much unreasonable because 1Mbps user still get 1.1 - 1.2Mbps. At least you can throttle 4Mbps speed to same as 1Mbps user. Thanks.

Additional why not only throttle speed but latency also effected. Latency was at least 2 times higher then when full speed. This cause online usage for low bandwidth, low latency task to became difficult like VNC (remote access), Online Games etc which only take a little bandwidth but need low latency. Thanks

This post has been edited by myandylai: Nov 9 2010, 12:52 AM

ask this.. ask if he realize many people hate tmnet/streamyx for its poor services... and if he does realize, what does he plan on doing about it.

Would like his views on the following comment:

"Commonly voiced complaints pertaining to the ongoing deteriorating quality of service (sc. only the technical aspects: latency, packet loss, etc.) has been disregarded by TM Net as mostly unforseen technical or user faults - whereby customers have been uncovering more evidence of it being the effects of traffic management implementations - all of which TM actively denies in public statements. This reflects very poorly on the corporate governance of the company and may bring about legal ramifications (e.g. Hart v. Comcast, 2007)."

Edit: If he tries to side-step the issue or go "we don't throttle", please shoot him down. And oh, enjoy your dinner!

This post has been edited by capybara: Nov 8 2010, 10:08 PM

Please consider this question - it's been burning on the back of my head for so long:

We were told UniFi costs higher because of higher cost to wire and set the whole thing up. Then how come Singapore could offer faster speeds at lower prices, for fibre broadband connection, even after conversion to RM?

Yeah I know a lot of people will try and bring up the size issue, but I would like to hear it from TM themselves.

This post has been edited by Moogle Stiltzkin: Jul 15 2017, 07:36 AM

1. Reduce price
2. Increase caps
3. Make sure they learn to secure their UniFi network

Thats about it , just hope they will have student package or something like that - cause mostly students would benefit from this

and ask them why we can only get 80% of the advertised speed, isn't this a scam?

if that's the case, why dont they advertise the actual speed we can get?

This post has been edited by amduser: Nov 8 2010, 10:22 PM

1) ask him when are prices coming down, e.g. streamyx and unifi. as we are among the most expensive broadband in APAC region.
2) ask him to remove the 384kpbs and 512kbps packages as they are not considered "broadband".
3) ask him to expand the unifi coverage in Klang Valley asap as many areas are not covered yet.
4) ask him to remove the contract period for all packages.

This post has been edited by Moogle Stiltzkin: Jul 15 2017, 07:36 AM

Best of all just ask them to read this thread after dinner.

If I've not mistaken, doesn't Singapore ISPs don't have any bandwidth cap for its fibre optics packages?

Its very inconvenient for UniFi users if we are affected. Streamyx users don't have this and are almost paying the same fee, so both sides should be even.

Plus, perhaps the Gov should spare some expenses to establish UniFi in rural/ distreet areas.

This post has been edited by UserU: Nov 8 2010, 10:47 PM

Any plan for premium SDSL, e.g. RM 400 for 10Mbps (90% probability, not best effort) for retail market?

Reduce the price for Unifi,
Introduce cheaper Unifi package like student cool uni pack, or old citizen package..
increase the cap..

Contract free unifi

or 6 months contract unifi for trail not satisfy can terminate.

questions should be focused on service quality and false advertising.... rather than new products and marketing plans for unifi because no matter what products u want and respective price, the question to come is, can they deliver as advertised?

Why the Unify Help Desk number is 1-300? Why we need to pay when we make a report when Unify service down? TM should change the Help Desk number to 1-800 or let us have the normal 8 digits phone number so we do not need to pay when we call the help desk.

Suggestion to TM for cap implementation:
cap should be separated to peak and off peak
e.g. Unifi 5Mb can have peak cap of 60GB and off peak 180GB or even unmetered
peak cap can be from 12pm till 12am and off peak the remainder
this will make available more bandwidth during peak periods and allow people to still download off peak

Why TM always take such a long time to install the Streamyx or Unifi for their customers after the application had been completed? I have waited for 2 months to have my Unifi installed

They should give special discount for users that used their line for more than 3 years like 50% off price for at lease a year.

Ask him what is TM's stance on Net Neutrality? Because as far as I've seen, they do not support it at all.

because they set your cap at 1.2mbps that's why you can get 1mbps when using speed test, but the problem is the advertised speed and the user only get 80% of the advertised speed, what's the point to advertise 1mbps when most of us only get 80% of it, why dont just advertise 800kbps instead, and not all people can get 100% 1mbps speed, most of them who get that speed is because they set the cap to 1.5mbps instead.

false advertise doesn't seems like a very serious matter in malaysia, in other country like USA and japan, your goods has to be exactly the same or similar to what you advertised

let's take our fast food in here, when you see the poster, the food look delicious and large amount of it, when you go in and order one, what you will get it 50% lesser than what you see in the advertisement

same goes to streamyx.

This post has been edited by Moogle Stiltzkin: Jul 15 2017, 07:36 AM

BTW about bandwidth caps, imposing bandwidth caps or at least low ones like 100GB is just not done anymore even in Bandwidth Cap Happy Australia.

Comcast limit is 250GB
Australia limit is 1TB. Cost RM360 though.

Refer to http://www.news.com.au/technology/isps-rac...0-1225907188295

---

Added on November 9, 2010, 1:58 am A supporter of non net neutrality. You actually want TM to throttle all download protocol while letting your own favorite protocols run free. Seriously the second protocol/file type they throttled was FLV (used in streaming). The first was p2p. When they play games like this, they aren't doing any of us favours. The gaming guy will blame those who enjoy streaming and vice versa.

---

Added on November 9, 2010, 2:00 amJust came back from Australia? Any cap below 100GB is not acceptable at all. 200GB is reasonable.

This post has been edited by automan5891: Nov 9 2010, 02:00 AM

There are very good questions here, but I didn't see any that explicitly focused on international latency. Ask them what their plans are for actually improving (and not just advertising) online gaming support as we currently have to deal with serious latency issues when playing MMOs and other real-time online games. The lag can become unbearable when raiding or PvPing in WoW, and makes it almost impossible to play Tekken 6 with the Koreans or Super Street Fighter IV with the Japanese. If they ask you why they should consider this important, you can tell them that if they managed to address this issue, then a LOT more people will be interested in upgrading/switching to UniFi.

Yes. Same thing happened to me in Puchong (near Cyberjaya). Didn't TMpoint tell you this? If 4Mbps ports are full and UniFi is available in your area, they won't set up a new DSLAM for 4Mbps. This was personally confirmed by the TMpoint rep I spoke to after she called their Planning department. I then decided to go for VIP20 and haven't looked back since.

You better ask TM to ask game companies to locate a server in Malaysia or at least in Singapore.

tell him if wan cap, reduce fee and increase speed.
if no cap, just increase speed will do

Yes, they are reading this thread.

Even before i sit down for dinner, i'll bet their PR and tech people will have all the answers ready.

Keep it coming guys, great questions here, real issues from real people.

---

Added on November 9, 2010, 6:42 amMore elaboration on this pls, if you can cite specific examples even better.


This post has been edited by Tentris: Nov 9 2010, 06:42 AM

May we know why different IP address ranges can show different latency (ping) results from the same location to the same server, even when traceroutes shows the same or nearly same route taken? Differences of 100ms or more happens on a consistent basis.

---

Added on November 9, 2010, 7:47 amThe above is not a fair assessment due to how network works. When you have a DSL line set at e.g. 1024Kbps (1Mb), the best result you can expect is 80-90% of the link speed due to protocol overheads. TM capping you above the speed paid is actually the only way of ensuring that you can get same or more than the speed you paid for.

This post has been edited by charymsylyn: Nov 9 2010, 07:47 AM

I think many people don't understand Net Neutrality but they understand throttling which is basically the same thing.

First TM throttled P2P.
Later TM throttled FLV (youtube and other streaming).
Then TM throttled Rapidshare.com to death.
After that TM throttled avi, MKV and other video file downloads.

All this TM did covertly with no announcements, leaving customers to wonder if it's their internet connection that is screwed up. TM thinks it's within their right to do so to solve their congestion problem. Frankly I see it as cheating/scamming the customer because we didn't sign up for broadband only to have certain protocols, file types and website accesses throttled to a crawl. I also think TM know what they did is wrong otherwise they won't have done this CRIME COVERTLY.

This is what Net Neutrality is about. The net shouldn't be throttled to favour only certain protocols, services and websites that can be accessed so TM should stop doing this shit.

As for Bandwidth caps, I'm very much against low caps below 100GB.

Refer to ISPs should pay no mind to the cap http://forum.lowyat.net/index.php?showtopic=1144637

iiNet (Australia) launches 1TB broadband plan, AU$99.95 and AU$119.95 per month
http://forum.lowyat.net/index.php?showtopic=1557542

This post has been edited by automan5891: Nov 9 2010, 07:58 AM

1. Sponsor more Game Server for local bandwidth
2. Increase VIP5 cap to 120GB, VIP10 to 160GB, VIP20 to 200GB (Basically any caps below 100GB is non acceptable)
3. IPTV quality most of it still not full HD
4. When the router can be change?
5. Give all the user ability to remove remote management, give out all the password, if customer want customer service support, ask them enable remote desktop support.
6. Get more technical person for Customer Service as a ad visor.
7. 2 years contract reduce to 1 year, if 2 years contract, increase the caps.
8. Loyalty program-me for streamyx(5 years above) convert to unifi
9. Free laptop/netbook for 2 years package(also given out for those who already register)

Roll out some loyalty plans!

How do they reward their loyal customers who have been committed to them throughout the hard times when international links went down, when competitors have rolled out better plans, when our streamyx service went down for more than one week yet TM could not fix it, but still we stay with TM streamyx.

They should have a plan like those using streamyx > 5 years, entitled to MYR 10 off standard package, > 10 years, entitled to MYR 20 of standard package.

Cheers!

I care more for Quality of Service over paying less for shit from TM and that's what we are getting from them too.

please fix the lousy international routing.

Tentris

who else from TM is coming for the dinner...?

i dont think the CEO will know all the technical stuff you guys are asking,

most CEO will look at the big picture, the business side of things

that's because they cap your max speed at 1.5mbps, just like how my friend can get 150kbps download speed while i only get 60-80kbps

and they dont cap line below 1mbps as far as i've seen, that's why we get full speed download most of the time, they only throttle 2mbps and above.

Dont worry, i believe the CTO is also there. besides, i believe Dato' Zam knows the technical stuff.

I'm sorry if this sounds rude but are you really an IT student? He said his package is 10mbps and he's getting 1.2 MB/s

That's 96% of the subscribed speed. What's up?

Anyway, adsl has more overhead than fiber is all I could say. I'm not really well indulged into ISP's service-giving devices and protocols.


Hmmm questions..

Are we expecting price drops for unifi?


This post has been edited by blindbox: Nov 9 2010, 09:30 AM

Why are you wasting your time talking to this guy. He is the CEO and is being paid to do his job. He is not a politician.
If he is serious (big serious) he should refer to the logs (and recording of customer complaints) to get real feedback.

Customers call TM because of technical problems caused by TM themselves and not because they have got nothing else to do. You have to call 1-300 and pay for it.
My bill averages about RM10 per month for this. The support staff often puts you on hold and takes a long time to get back to you (especially if you want to talk to a supervisor - as a rule they are not around and never return your call!).

They are giving free calls as part of HSBB package to all landlines but not for reporting problems caused by TM . Is this some kind of a joke?. TM is a telco and they can't give a toll free line to report problems. Dell provides lifetime toll-free line to support they computers. You are paying TM monthly subscription fees and yet they don't provide a toll free line to report problems (where are the consumer associations?).

I have been a streamyx customer since its inception in Malaysia and my experience with their service has been BELOW THIRD WORLD standards (former TMNET CEO makes media statement problems caused by virus - can you believe that). Now HSBB is heading towards the same direction. Right from the day of installation I am having problem with DLINK wireless router. The have changed the router 5 times and the problem is not solved. Each time you lodged a report a technician turns in front of your of house to yet change another of the same router.

Why can't they select proper equipment for the HSBB service . Why is it difficult? (as TM tells me). What were they doing during pilot roll-out? I thought a pilot run is suppose to iron out all these issues!

The article on privacy infringement due poor security settings of HSSB router which appeared on Malaysia-Today.net jolted them out of their slumber. So this dinner is a public relations exercise to contain the damage and nothing more.

Move on.

Frankly, I'm quite sceptical that any serious action plans will come out of this informal discussion.

TM will be polite and will consider all proposals. Minutes of the discussion will be taken, reviewed and no further action taken because solutions will be too costly; only minority of customers having technical issues, majority of customers are satisfied, etc.

Having said that, you might want to ask TM open up customer support channels down to regional levels i.e. access to Regional Heads for Customer Support. This is because many problems are localised which the call centres are unaware of.

Being a cynic, I suspect that this self-serving exercise (another free makan) is to meet their own KPI targets on customer satisfaction/feedback.

Turun harga~~~~~~~~~~~~

As regards to this,

1mbps user some get 800kbps and some get 1.5mbps. They can do this setting to ports to allow it to go 1.5mbps. But the only reason they wont do it for you is the claim that,

1. your place must be near to the port
2. when given the 1.5mbps setting, u need to make sure the line is stable, if there is any disconnection they are remove it to 800kbps.

This is what i experienced. I once demand to set 1.5mbps and my line was going 1.2mbps, one day they remove it due to some technical problems and now my line is 800kbps.


My question to CEO,
1. Why is this such an unfair situation? i pay the same price but others get 1.5mbps. I stay in ss2, PJ but my port is in kelana Jaya, i think its very far.

2. I am staying in ss2 PJ one of the most populated area in PJ (as old housing estates concern). Why we only get 1mbps service? not even 2mbps and 4mbps?. Other less populated and rural areas get to enjoy Unifi and atleast 4mbps. My question to CEO, don't you think investing a huge infrastructure into less populated area will yield more profit for TM? or it should be other way around?

This post has been edited by mugenz: Nov 9 2010, 10:20 AM

What's up with all the cable maintenance? Its happening way too often in regular intervals (at least once a month) for it to make any sort of sense. The cable faults did not use to happen until that major cable fault problem, and ever since then the cable fault has been used as a convenient excuse.

If its true that those cables are always messing up, is TM looking into getting more back up routes so if a cable goes down again we won't get a disrupted service?

Also another person pointed out a good point. Support calls to TM should not be charged, we only call them if we need some problem resolved. Since their service is faulty, we're paying them money to listen to our problems? There's absolutely no incentive then to improve services, in fact there would be an incentive to keep service levels bad enough that they can make additional money on support calls. Ridiculous.

rather than just technical aspects, just ask if him if he cares about customer satisfaction.. (he might answer something like, u can't satisfy them all can you?) and if so... ask if he thinks majority of users are satisfied.

also ask him what are the 3 biggest issues in tmnet and if there's work being done on them. what is tmnet's priority? (do they even have any priority on latency, packet loss, throttle, adding bandwidth, slow speeds?)

yes, also ask why cables break so often, you don't see cables breaking often in countries with earthquakes and other natural disasters.

This post has been edited by biatche: Nov 9 2010, 11:04 AM

+1
Very good question.

I've been wondering about this myself. Cable maintenance occurring too frequently.

You people seem to have this notion that Mr CEO is a nice guy. He doesn't realize there are these cable faults and other excuses... and what makes you think he wants to improve service and not earn from support calls? It's money to him. A little bit of cash here and there, and he's rich...

Does he care about what we face?

Reduce the number of promos and package types. Some people paying same price getting lower speeds compared to others.

Obviously the biggest factor to consider is the (all of it including the unifi, streamyx etc.) package prices, still very expensive.

when will TM consider to give cheaper packages...

i've been pay 88 bucks for 1mbps from 2004 and in 2010 im still paying 88 bucks for 1mbps..

what the heck man.. why can't 1mbps be like 30 bux in 2010 ? why must still be 88 ?

consider other countries they are giving cheaper and etc.. better service high speed, dont ask us to compare to some 3rd world countries..

we should compare our self with 1st world countries if we want to advance, and don't undermine our/users intelligence.. we are nt as dumb as you believe..

I went to previous event already given the similar input to them so hopefully u guys given them final thought before they implement FUP on UniFi VIP Packages

1TB per month should be sufficient ( What i suggest to them last time and they laugh ) * thought i was joking kot )

This post has been edited by MX510: Nov 9 2010, 12:29 PM

oh yeah.. ask them to list out their.. throttling/bandwidth limiting policies.. in black and white..

the problem is no black and white we are short change.. if there is black n white we can expect..

and their internal network sux.. too many problems.. too many issues.. eg routing.. load balancing.. insufficient bandwidth backbone here and there...

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Added on November 9, 2010, 12:30 pmif im not mistaken there was a simillar meeting like this.. attending by jeffooi and some lyn kaki's...

whats the outcome of that meeting ? where are the minutes of that.. what improvement has been made since that "meeting"..

or was that, p1 ? not too sure but i recall there was some meeting like that in regards to TM

This post has been edited by JinXXX: Nov 9 2010, 12:30 PM

Ya. Headache like hell. Streamyx 2mbps and 4mbps price all cacat already.

we need affortable price and stable connection !

1TB cost RM360 in Australia. Thhus TM can offer a 500GB monthly limit for RM180.

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Added on November 9, 2010, 12:45 pm We want them to remove the throttling, not list it out to justify implementation.

This post has been edited by automan5891: Nov 9 2010, 12:45 PM

What service does the CEO himself use and his experience with it?

This post has been edited by totally_skint: Nov 9 2010, 01:05 PM

1) Why there are no centralization/synchronization between each TMPoint?

2) Why Streamyx CoolUnipack cannot upgrade to faster speed compared to other package? Is it a discrimination on Uni students?

3) Why Streamyx CoolUnipack/Gradpack cannot be terminated if the user plan to install Unifi? Another discrimination on Uni students?

4) Please give freedom to customer to use their own equipment. (D-Link DIR615 case)

5) Please provide a better equipment for Unifi Business Package. Some of the company can't integrate their networking system with the crappy D-Link DIR615.

This post has been edited by mfa333: Nov 9 2010, 01:13 PM

Australia most fakap ISP compare with .sg lah bro hahaha

Just because they have no official limit doesn't mean there is none.

Please forward my suggestion to TM


Rationalize the broadband charge

Broadband charge is too expensive for average income person in Malaysia. it is costly if compare to Japan, Taiwan, Hong Kong and Singapore.

Broadband charge should be base on data usage charge, not base on the broadband speed. since TM cannot deliver consistent speed to everyone, and use "best effort" as an excuse, then don't charge base on speed, instead, it should base on data usage.

All broadband subscribers should get maximum speed that he/she is able to get, then impose 1GB per RM1 (example) data charge. the more you download, the more you have to pay.

TM can offer multiple data packages, and set the quota to avoid excessive use. when user usage approaches quota, a notification via SMS/Email should send to user. when user requires more data, an on-line self service purchase method should be provided to allow user to buy additional data in GB block.

By doing this, TM no longer need to restrict P2P, or traffic shaping and abolish FUP, because only rich guy can afford to download TB data in a month.

More redundancy/backup internet peer link

When a marine cable is damaged, the entire international network access go snail speed. if TM have more backup links, the effect of damage marine cable will be minimize.

He might, he might not. Sometimes the higher level executive don't really know what's going down at operations level, they don't really know the problems customers are facing. They tend to just get reports, which wouldn't help to identify problems. So if he is really interested in improving, this is a good platform for us to ask raise issues. If he isn't really interested, nothing will change and this is just a PR stunt.

In any case, its worth a shot instead of having a defeatist attitude

Regarding the youtube thing they agreed they throttled youtube because the load is very high

Asking youtube to host their cloud in TM with metered solutions will fakap youtube back unless they are willing to sacrifice

I'm staying at Cheras but the port is in Klang

This post has been edited by XiuKeong: Nov 9 2010, 02:46 PM

Seriously have you heard of any ISP that throttles youtube? None. Only TM and they do it covertly to boot. A real f-ed up ISP.

This post has been edited by automan5891: Nov 9 2010, 02:56 PM

they will never remove the throttling.. they are not supporters of net neutrality ...
imagine even http download is throttled what the heck is that ...

yeah since they can "best-effort" us, can we pay our montly payment in "best-effect" or more towards "best-experience" ?

stupid ISP.. rather than spending money expending.. they are spending more money to install throttling devices..

Ask the CEO don't compare Malaysia with Australia regarding the Bandwidth cap like what the minister did.

Malaysia != Australia. Australia is in the middle of no where, thus the expensive links.
Lionpore can offer unlimited bandwidth, why can't Malaysia

Andohbtw, ask them to spend the money on improving their network/service instead of spending millions sponsoring Man Utd, or do any other marketing plan like the Man Utd one.

This post has been edited by kaiserreich: Nov 9 2010, 04:01 PM

good luck, i give up. people here are more interested in dropping price than improving quality.

consider this. at current pricing, there already are a lot of issues -- cables, latency, packet loss, slow, throttling. now people want to lower the price, and get higher cap, higher speed.

doesn't that often mean, even more problems? pay high price, got problem. pay lower price, isn't it MORE problem? so for the many of you interested in lowering the price and getting more bandwidth.... i hope you realize there's a bigger problem than this and that's their internal system.

tmnet "cares"

den call TM to increase price lo~ Unifi 5mbps cap 30GB price RM250 per month, does this mean the quality is good? higher price is not better quality.. lower price doesn't mean reduce quality

Streamyx 4Mbps Blockbuster Deal

As already mention inside "Quote" at first post. This is just to make it more clear on how serious unreasonable throttling to 4Mbps user.

Speedtest 04 Nov 2010 13:30pm Download Speed 1080Kbps - Slow - afternoon

Speedtest 05 Nov 2010 13:24pm Download Speed 316Kbps - Extreme Slow - afternoon

Speedtest 06 Nov 2010 00:23am Download Speed 352Kbps - Extreme Slow - midnight

Speedtest 06 Nov 2010 02:48am Download Speed 4227Kbps - Fast - midnight

Speedtest 07 Nov 2010 00:52am Download Speed 1035Kbps - Slow - midnight

Speedtest 07 Nov 2010 03:15am Download Speed 4228Kbps - Fast - midnight

Speedtest 07 Nov 2010 12:38pm Download Speed 467Kbps - Extreme Slow - afternoon

Speedtest 07 Nov 2010 23:44pm Download Speed 425Kbps - Extreme Slow - night

Speedtest 08 Nov 2010 00:55am Download Speed 4138Kbps - Fast - midnight

Speedtest 08 Nov 2010 23:28pm Download Speed 277Kbps - Extreme Slow - night

Speedtest 09 Nov 2010 01:12am Download Speed 4229Kbps - Fast - midnight

Speedtest 09 Nov 2010 16:05pm Download Speed 541Kbps - Extreme Slow - afternoon

Speedtest 10 Nov 2010 01:23am Download Speed 4207Kbps - Fast - midnight

Speedtest 10 Nov 2010 15:08pm Download Speed 4256Kbps - Fast - afternoon (tough everything was fine now)

Speedtest 10 Nov 2010 21:46pm Download Speed 337Kbps - Extreme Slow - night (I was wrong)

Speedtest 11 Nov 2010 05:20am Download Speed 2701Kbps - Good - midnight

Base on the Speedtest I collected pass this few days. 4Mbps user can only gain full access speed pass midnight 1:00am (Link with larger font size). Anytime before midnight 4Mbps user will get speed usually lower then 384Kbps.

This post has been edited by myandylai: Nov 11 2010, 05:26 AM

You never know unless you try.

I've never met Dato Zam before face to face, but i can tell you that his senior team has been engaged with me on several issues, including the security problem Rizvanrp found. The fact that they are doing something about that means that they do have some intention to listen to our feedback.

Of course, we can't expect to get our complete wish list. But the fact that the CEO wants to meet us (or at least me and Riz) is positive news. Its a multi-billion ringgit company. Why would he even bother if he wasn't really curious about what we had to say?

because he can't trust his own senior mgmt to give him a proper report ?

I need more information about Net Neutrality and the alleged censoring of certain websites.

I think this is very important, and i want to be armed with more information.

Guys, please help provide exactly what you mean + specific examples of censoring.

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Added on November 9, 2010, 5:52 pmNo, i don't think so.

But coming from a corporate background myself, i think i understand what he wants.

A good leader trusts his lieutenants, a great leader double checks all the facts.


This post has been edited by Tentris: Nov 9 2010, 05:52 PM

I applied for Streamyx university student package that said it comes with free HP Mini netbook since middle of September and until NOW they didn't send it. I sent a complain in October, after few days they finally came to activate my house telephone line, then after a week they came to set up modem... then I don't know who to ask regarding the HP Mini. It's already more than 14 days...

This post has been edited by jessecca8600: Nov 9 2010, 06:20 PM

Try e-mail help@tm.net.my. Also See below.

All down to $$$

Facts
> TM's total expenditure for its HSBB project as at April 30 2010 has reached RM2.3 billion

>TM is investing RM8.9 billion into the project while the Government is contributing RM2.4 billion on an incurred claims basis based on project milestones reached by TM.

>There are over 9,000 UniFi customers currently and approximately 12,000 applicants have registered their interest in the service. (Aug/Sept)
so if they cannot reach 20,000 user by this, then they will miss the target for the year

>there is also target of 1mil subscriber by 2011,


what i think

They want to talk because $$$ involved. looking at fact if they don;t get more people to sign up they will start losing money because of the infrastructure, the boleh govt only guarantee up to RM2.4 billion [rakyat money again ] at the moment TM is safe. if they going to spend more and with less people signing up they will be in trouble end up to be white elephant project.

So the more noise we all make and discourage people to sign up the less ability they will have to reach the their target if they don't fix all the major problem that we all listed here. When this happen analyst will typically issue revised stock valuation downwards.

All CEO is measure by the value of the company stock, company doing not well it is time for CEO to go.

so until they fix and commit black and white, we don;t sign up. this is the only way we can put pressure on them.

BTW why is it still so expensive when govt (rakyat money) fork out 2.4 bil for this project ???