We refer to your complaint which was received through our Management Office. We wish to assure you that TM takes feedback from all our customers very seriously, especially when it relates to the quality of our services.

On the matter of the slow performance of our international link, we would like to inform you that the throughput is still subject to the inter-ISP connectivity, for both domestic and international; and is not solely dependant on the performance of the host or the host of the intended destination itself.

We wish to inform you that as an Internet Service Provider, TM?s role is in providing Internet connectivity and access; but is unable to guarantee the delivery of the contents and performance of the host; which is not within the domain of TM. In fact as part of our network performance policy, our international traffic management capability is designed to cater for all customer?s requirements to ensure they have optimal experience using the Internet.

Therefore, it is imperative to note that regardless of whichever IP address is obtained by our Streamyx subscriber, the performance of the network would be equally the same. However, heavy traffic on certain international links may have some relative impact on the performance of a desired Internet destination.

While all our policies are in place to ensure better service assurance domestically, it is very unlikely that any ISP would be able to guarantee an end-to-end performance to international sites. As we do recognise that our customer base has increased, we are making continuous efforts to upgrade our infrastructure to meet the requirement for higher bandwidth capacity.

We would like to take this opportunity to encourage you to contact us via email at help@tm.com.my or call at 100 and select Internet Services to report any matters related to our products and services.

Thank you.


Regards,
Aida Adriana
Rapid Response Team
Customer Interaction & Service Resolution
TM Berhad.

Unifi also fakap at this moment

Speed is back now hope it's maintain

WTF another network upgrade?

So far no slow down for me :-) great route to Europe and USA :-) on Unifi Biz10 and Biz5

Not sure which ISP is this

Telekom Malaysia Berhad ™ wishes to inform its customers that TM and its consortium members have detected a cable fault on segment 2 of the Asia-America Gateway (AAG) submarine cable network between La Union in the Philippines and Lantau in Hong Kong linking Malaysia to the United States.

Hence, customers using internet services nationwide may experience some degree of service degradation such as slow browsing and high latency while accessing international websites mainly hosted in the United States, North Asia and Europe. Customers using Virtual Private Network (VPN) and other critical business applications linked to the US, North Asia and Europe may also experience some level of service degradation. Meanwhile, to alleviate the congestion, the traffic has been diverted and managed effectively to ease the situation.

We shall make further announcements on the progress of the restoration works and we apologize for any inconvenience caused by the disruption. We would like to assure our customers that all necessary measures are being taken to restore the services as soon as possible.

We wish to thank our customers for their understanding and patience during the affected period. Should you require any further assistance, please do not hesitate to email us at help@tm.com.my for TM Phone and Broadband customers and unifi@tm.com.my for UniFi customers.

Pls note the cable is currently fakap at this moment

Guys what is ur speedtest to USA and Europe servers now ?

http://www.tm.com.my/ap/osh/Pages/download...leshooting.aspx

http://www.tm.com.my/ap/personal/internet/...quickguide.aspx

http://www.tm.com.my/ap/personal/internet/...es/easyfix.aspx

If this above instructions still fakap

Before u do speedtest make sure u are the one connected to the internet and no high bandwidth apps running such as bittorent and etc

So kindly pls do traceroute ping plotter to present evidence to TM if u got issues

Screenshot from 5 international servers and 5 local servers

help@tm.com.my

Do include ur contact username , fix line no and mobile phone

Then u got fakap by their quotas

Made a report on routing on USA and it's ok now

Those who get issue pm me the screenshot with ping plotter screenshot of course i can forward it to TM

Thanks

75GB lost on international connectivity timeline is 13th January for repair

Slow back again

Manage to get NOC tonight they are checking

It's faster this morning

No issues with unifi works fine to Europe / USA full speed ahead