For those considering those considering Time Fiber Broadband, you should know that they do not express any warranty for service uptime. They can be down for days on end and will not compensate for disruption. I do not know if other service providers are the same.

The Bangsar area was down for almost 8 hours yesterday evening (5:30 ish to past midnight). I wrote to Time customer service to complain and I was given this response:

"Good day to you.

Thank you for your email at 1216 hours on Thursday, 6 March 2014.

We would like to share with you that we are not able to accede to you waiver request for the for the service problem reported on 5 March 2014. Please find the below disclaimer as stated in our terms and conditions.

14. Disclaimer

14.1 THE CUSTOMER ACKNOWLEDGES THAT IT IS TECHNICALLY IMPRACTICABLE FOR TIME TO PROVIDE THE SERVICE FREE OF FAULTS AND TIME DOES NOT UNDERTAKE TO DO SO. THE SERVICES ARE PROVIDED ON "AS IS WHERE IS" AND "AS AVAILABLE" BASIS. TIME MAKES NO WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED AND EXPRESSLY DISCLAIMS ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT TO THE FULLEST EXTENT ALLOWED BY LAW. NO ADVICE OR INFORMATION WHETHER ORAL OR WRITTEN, OBTAINED BY THE CUSTOMER FROM TIME OR THROUGH THE SERVICES WILL
CREATE ANY WARRANTY AND SHALL BE USED BY THE CUSTOMER AT HIS OWN RISKS

We regret to inform you that we are unable to make any adjustments or reimbursement, as the issue has been resolved within 24 hours.

Do not hesitate to contact our Customer Helpline at 1800 18 1818 or email us at customerservice@time.com.my should you have any enquiries.

Have a pleasant day ahead.

Best Regards,

Customer Service Department
TIME dotCom Berhad
Tel: 1800 18 1818 / +603 5021 2122
Fax: +603 5032 6579
Email: customerservice@time.com.my
Website: www.time.com.my"

Ah the lack of accountability and responsibility from those who provide a service in Malaysia. That's just the sad truth my friend. I believe TM has a similar clause as well in their contract but I can't be sure as I don't quite recall it. Consumers are just cash cows in the eyes of corporations in Malaysia.

Back when I was doing my undergrad in Australia, Telstra broadband maintains in it's contract a service uptime guarantee of 95% (or was it 90% I forgot) every month. If it falls below that they are obligated by law to reimburse the consumer. This was circa 2001. That's how backwards we are over here.....

When I had Streamyx back in 2012, there was this one month where we only had 12 days of service. TM promptly deducted the lost days from my bill as this was a significant loss of service.

Even if Time did guarantee a certain percentage of uptime per month, for example 95%, 8 hours of lost service translates to a mere 1.11% downtime in a standard 720-hour month (30 days x 24 hours = 720 hours).

Time did mention in the letter that "We regret to inform you that we are unable to make any adjustments or reimbursement, as the issue has been resolved within 24 hours". So, next time, if internet goes down, hope that it lasts for more than 24 hours so you could be eligible for a reimbursement. But then again, do you really want to lose internet for more than 24 hours?

On another note, I'm still waiting for installation in my unit though. I just hope Time calls me up soon for an appointment.

Hi Bro,

A very good suggestion indeed. Anyway fyi Time has many Project Teams which responsible for different areas, currently focusing Central Region (Klang Valley), Northern Region (Penang & Butterworth) & also Southern Region (Johor).

Our Team here does not involve in all of the areas, if there is a place of interest, feel free to drop us a line/PM, we'll try our very best to assist you.

Hi Bro,

It's much regretted to hear what you have experienced. Is this pre-informed /planned-maintenance / unpredictable downtime due to fiber cut ?
As for Broadband service, for all ISP/ASP (at least in Malaysia), it's all based on Best Effort Basis.... there is NO SLA..unless you go for Dedicated Leased Line.

But this does not mean customer is being put on the cutting-board & helpless... many times complaints could be filed to MCMC... But usually for a short period of downtime, we'll have to bear with it

Please do check out my PM for more details.

Absolutely agree Bro... The Network design nowadays in Malaysia are already in a mess & it's nearly impossible to be undone / rectified. Promised redundancy is not fulfilled !

Hi Bro,

I did experienced that too when couple of years back where TM adjusted my bills after I called up to screw them several times...yes have to screw several times....

Worry not Bro, appointment is on the way, Cheers

Jjj2, I know my condo at Kelana Jaya is under the coverage and I am wondering do I need to pay for installation if I choose 8Mbps with 1 year contract only?

Hi Bro

for Time fibre home broadband one year contract plan , the installation fee is rm 249. Anyway kindly check your pm for further detail.

Hi Bro,

For 1 Year Contract, Installation Fee of RM249 applies.

Please do check out my PM for more details.

Thanks.

Announcement

Areas in Penang ( Eg. Relau & Sg. Ara etc. ) are experiencing stages of service interruption since 1930, 9 March 2014.

Our team has reported the issue & service restoration is in the progress.

If you are experiencing service Interruption, please report to Time Customer Service at 1800 18 1818 as well.

Thanks.

Yes I am in that area and it has been down since the 3:18pm (according to my router).

Damn it... I am following the MH370 news one

Dear bro


Have time fibre service in your house already back in normal , currently most of my customers in Bayan Lepas (in sungai ara and relau in specific) do not encounter service interuption at the moment .

Was trying out the boost feature for the first time today just for fun, but only managed to get around 30Mbps speed, how come ah?

Yes, it was restored around 3am morning. The interesting is the block next to my apartment was OK. But my friend in Relau had the same problem as mine.

hi bro


do u try to use wired or wireless connection for speedtest, wireless conection may have some limitation due to hardware to achieve full speed of 50mbps

Service has been restored in stages since 2200 last night.

This post has been edited by jjj2: Mar 10 2014, 10:54 AM

Oh i was using wireless, later I'll try wired and see the speed

Hi Bro,

Try to use cable connection to connect to the given Linksys E1200 Router, do a few times of speedtest & take an average value.

Please do check out my PM for more details.

Thanks.

if you are talking about astro iptv internet service provided by Time... the boost is only 30mbps not 50mbps.