Btw, pleased to report the team has been hard at work and we are completely changing the parameters and optimizing international bandwidth tonight. We have analyzed the profiles of the complaints and have confirmed that the majority are heavy users. Of course our real concern is the pact to non heavy users and business customers. Hence we will still maintain some form of traffic management.

BUT it's important for them to know that there is an order of priority for business users and high end packages specifically.

We will report back officially tonight but hope you an relay the message that there should be substantial improvement past midnight.

The capping will not be rollbacked or removed, only "relaxed".

They will continue to watch the performance of the network in the coming week and make further tweaks.

Apparently, they tell me that got people who wrote to that address (impact@tm.com.my) to say that things are OK.

/facepalm

They say that this proof that the service is better now.

gg lah like that.

We will find a way out immediately, today we are looking at some parameters that will allow the equilibrium of usage. If it’s still a challenge in the next 1-2 days, I’m going to pull that out first and then we will relook, get feedback from our users and see how we can do this better.

Fair Usage means that all our paying customers means they should be treated fairly. Heavy users tend to hog the network at the expense of the non-heavy users. The challenge is how we can implement this best we can and so that it is truly fair for the customer.

We will find a way out immediately, today we are looking at some parameters that will allow the equilibrium of usage. If it’s still a challenge in the next 1-2 days, I’m going to pull that out first and then we will relook, get feedback from our users and see how we can do this better.

Telekom Malaysia Bhd ™ wishes to clarify on our Fair Usage Policy (FUP) and address several comments in the blogosphere on allegations of a  ‘hard cap’ for international bandwidth being enforced by TM.

Firstly, we apologise for the inconvenience that our customers are currently facing on our internet services.

We would like to assure all our customers that it is not, in any way TM’s intention to enforce any ‘hard caps’ on our customers.

As a matter of principle, however, TM needs to abide by a FUP to ensure that the network caters to all customers in a fair manner, and this has been in place for a few years for Streamyx which is a contended, best effort service. This means the Streamyx network is catered to be shared by everybody at any point in time to ensure everybody gets a “fair share” of the bandwidth. Currently UniFi is not affected, as it is a new premium service.

The Streamyx “Fair Usage Policy” is available on our website (http://www.streamyx.com/customer_care/customer_care.php?id=customer_care_fair_usage_policy) and it basically describes the list of specific heavy usage activities (like P2P and gaming) that will be managed during peak periods.

As you all know, this kind of bandwidth management or FUP is a global and common telco and celco industry practice. It is already in place in Malaysia amongst the mobile broadband players and aimed at making sure our broadband service is fast and reliable whenever in use.  It is designed to benefit all users, especially normal or non-heavy users during peak periods, so that all can enjoy higher and fair browsing and surfing speed.

In general, TM’s FUP and implementation is aimed at providing an optimum internet experience to all Streamyx customers by rationalising the internet speed during peak periods (3pm – 1am).

Of late, our traffic profiles are changing quite rapidly, and we are noticing that network congestion can hit different parts of the country at different times of the day or week. When congestion hits, depending on the usage patterns, customers subscribing to the same package but generating different traffic patterns may experience different levels of service performance.

In an effort to ensure a fair distribution of resources amongst all customers at all times, whenever congestion occurs, TM’s network is able to calculate how many users are active at any given time and allocate dynamically the resources across all customers with active sessions.

In rare cases of heavy congestion, we ensure that no customers may get below a minimum threshold of international bandwidth, but there is no ‘ceiling’ to the bandwidth each customer can get.

The problems some customer are experiencing now may have stemmed post a successful pilot of a new traffic management model we ran a few months before, following which we went nationwide about 3 weeks ago. Clearly there is room for improvement and we are working hard to resolve this.

As dynamic allocation of bandwidth requires some specific settings that need to be fine tuned area by area, we elicit and welcome feedback on the experience in different parts of the country at different times of the day. We have set up a special email account where you can send your readings for our review: impact@tm.com.my effective 1 December 2010.

From our analysis, the current traffic patterns are, for most part, in line with our expectations on traffic management, and the speeds being delivered should suffice for a smooth internet experience.

Where the internet experience falls short, we will further investigate both individual cases and the service in its entirety to address specific concerns that they may be facing, and will respond to these customers directly.

Rest assured, TM takes note of all customer feedback to continuously ensure improved customer experience end-to-end.

From a market communications perspective, the FUP awareness campaign is already ongoing and we will further clarify as to the rules we are implementing – and why.

In fact, a bloggers briefing has already been scheduled for 17 December post our engagement with LYN and Kambingz earlier. About 40-50 selected bloggers will be invited to represent the wider blogger community to keep them abreast with our efforts to improve service delivery and customer experience overall, and to seek constructive feedback on these efforts. We hope to address, or at least start to address many concerns at this forum.

We thank you for your continuous feedback and ask for your kind understanding and patience as we work to deliver on our commitment to service quality and overall customer experience.

TELEKOM MALAYSIA BHD

The problems some customer are experiencing now may have stemmed post a successful pilot of a new traffic management model we ran a few months before, following which we went nationwide about 3 weeks ago. Clearly there is room for improvement and we are working hard to resolve this.

As dynamic allocation of bandwidth requires some specific settings that need to be fine tuned area by area, we elicit and welcome feedback on the experience in different parts of the country at different times of the day. We have set up a special email account where you can send your readings for our review: impact@tm.com.my effective 1 December 2010.

I have a question, I recently upgraded from 512kbps to 4mbps line, but at the router page, the DSL still show 2mbps cap, means the techie haven't do anything yet.

But, that is not the point. What I have observed so far "maybe" they have upgraded my account from 512kbps to 4mbps, because my download speed can go up to 200kb/sec with 2mbps cap line (before was 50kb/sec)

But this only happen on certain time. Let say during the day my speed is only around 50kb/sec but after midnight I can get as high as 200 kb/sec.

What gives? So my line is already been cap even they haven't yet upgrade my DSL line speed?

i solvve my capping problem with the only way that can be used. TM as we know as screamyx is under MCMC.

i was paying for 1mbps and i got 0.4mbps. i reported to TM a few times and they only tried to reset the port with their standard line "ada maintainnence kat building dekat cause disruption"

i didnt know their maintainence will go on for 1 year hmmm..
due to my work i need a stable connection, was stable a few years back and now it has frequent dc. after that they changed the port for me and solve the dc issues.

now lately about capping speed. i straight away cant work. wtf. called tm cs and they say no such thing no capping as they claim. zzz

i had no other choice but to report to http://www.skmm.gov.my/
i wrote a detailed report about capping and i have proff that they are allocation speed for unifi. as alot of my friends also has tested streamyx speed with unify at the same building. to our shock. unifi at the same building can reach 10x faster than streamyx. and streamyx cant even hit 1mbps. nvm, i reported anyway, and they called me 2 days later.

they send me an email regarding my issue, then 2 days later tm senior techs came to my place to resolve my issue. now i regain speed and torrents/direct download can hit 100kbps and above, aparently they open a new 2 or 4 mbps port to balance my speed out.

my opinion, tm scared of skmm, u complain to them, they will be in deep shit. they have to comply with the higher authority, hence they are forced to fix consumer that complain to skmm.

this is my personal experience. my home is still running on that speed, stable, fast, and totaly wad i paid for.

IS THERE ANY INFECTED ON VPN USER?? JUST ASKING

yes your vpn will be infected with a big virus until your speed slow like snail.

My 4mbps at office has been capped from tuesday..

cannot do a work..such as remote all site server..

adoyaii..

only streamyx home package and combo kena capping?

list it which package are affacted by capping
Streamyx Home / Combo with dynamic ip (Home Line)
Streamyx SOHO / SME with dynamic ip (Business Line) technical person told me this line same port connect on home package, the different only the price. so u cap all together??
Streamyx Fixed IP Line
Streamyx Unifi