Installation tomorrow at 2.30pm but no calls from maxis.

Should I call them and do they limit the hotline to office hours?

It's the 1800 number I should call right?

Installation tomorrow at 2.30pm but no calls from maxis.

Should I call them and do they limit the hotline to office hours?

It's the 1800 number I should call right?

It might be Maxis default DNS which is not resolving these websites. Try and change the DNS server to 8.8.8.8 (I'm able to view the sites you mentioned by changing the DNS).

hello guys...MAXIS 10M
i cannot access some websites...
such as www.ip138.com and the same ip with its(www.315che.com)(www.hunantv.com can be visited because it has mutliple server with ip)
other example... 1000eb.com
and i tried with proxy...they are good working...so i think the problems is on maxis..
i have subscribed Unifi either...unifi working very well on those website...!!!
what s the problem?

Try to make your new thomson router stand, as it helps heat dissipation.

For me, my TM ONT kaput after 5 days

Yes, it took me 15-25 mins to get them, and the so-call troubleshooting call took me 1 hour with intermittent on hold eventhough the conversation only last max 15 minutes!!

Yes, I wrote a complaint email to customercare

Dear Maxis,


1. Waiting Time
19 July night 7:30pm it took me an hour for me to perform troubleshooting and complete a complaint.

Why the overall waiting time (intial call waiting time, in between waiting time / put on hold after talked to customer service office) of your customer care service line consist of up to 45 minutes while the actual conversation was less than 15 minutes. Overall time taken is 1 hour.

Most importantly, I was not informed of when the technical team will come to my house to resolve my TM ONT issue eventhough I enquired but it was immediately put on hold and left unattended. I waited for another 15 minutes, gave up and hang up.

For your information, for 19 July and 20 July, I made a total of 5 calls to the customer service line, each call's intial waiting time is all more than 10 minutes. In fact, some were more than 20 minutes.



2. Troubleshooting and Replacement
I made my first initial complain to Maxis Home Fibre Customer Service at 9am, 19 July. I was informed that I have to be physically beside the ONT to that they can perform troubleshooting. I inform the personnel, Sulaiman that the troubleshooting will not be necessary as the ONT cannot be switched on - means ONT is faulty. The personnel insist I must do the troubleshooting over the telephone and will arranged 5PM troubleshooting where I have to be physically at home.

In the afternoon again I called and a lady service me. I was told that the telephone troubleshooting appointment was set actually at 7PM in contrast to what I was told earlier at 5PM. I told the personnel that I was told 5PM earlier and she said as what she see the record from the system was 7PM. I asked whether it can be set earlier and she say she will try. I also reminded her that the TM ONT cannot be switched on and it is pointless to go through the troubleshooting process. She insisted that this process has to be done, and again I have to be physically beside the ONT to do troubleshooting.

I was waiting for the call since 5PM and yet no calls came in. I called 7.30PM to maxis and another personnel, told me that he is the one who supposed to call me, but in the email he was asked to call me at 8PM! I am furious and ask him why, and he told me that it was a mistake as the time in the email and the time recorded in the system was different. Back and forth putting me on hold and it took me one freaking hour just to tell him my TM ONT cannot be switched on, and my thomson router 2 LEDs were lighted. Finally he agreed to escalate the issue and send technical team to replace the TM ONT.


3. Failure to Inform (Twice!)
Yesterday, 2PM 20 July, I called the service line again and your kind service personnel, Mani told me TM will call me by today. He assured me that surely someone will called me by today. As expected, nobody called me up. Again wasted time waiting in the queue when I call at 6PM, I was told that Anu, only escalate the matter to TM on 5PM (I didn't know you need one working day to escalate such simple matter). He put me on hold and later told me he is unsure when the right person will call me to make appointment. I was furious and told him that Maxis is sloppy and not performing. He kept quiet, put me on hold and again told me that he surely will get back to me by 8.30pm as his shift ended by that time.

Hah! As expected, no calls for the entire evening.



Try your best to put your own goodself in my shoe and think how much time I spent, and wasted just by trying to call and make sense to your customer service personnels. I don't think this is the quality of customer service that I should deserve from Maxis.

I expect a good explanation over this matter and don't just brush it aside assuming nothing happened. Sorry is just not good enough anymore.

One thing try not to repeat on me, by pushing blame to TM. That's what your customer service personnel did. For your information, I don't pay to TM. Do I need to show you my bill?

Oh btw, your ONT malfunction within 7 days after installation.

My long long complaint to Maxis.

Maybe i can copy paste parts of your email in my own complaint, adding in some expletives for good measure 

This morning after a few tries suddenly I'm back to two LEDs lit, bright yellow for power and bright yellow for internet. Ohh ok while I'm writing this it's back to yesterday's status lights.

Yesterday



Today


Still won't get connected.

By the way, these are the faded markings at the phone port that I mentioned earlier.

definitely looks like recycled....most likely they are reusing the thomson router that have been replaced from other customers. use until totally die then buy more. There must be some kind of hanky panky going on if they are able to offer such cheap price for 10MB.

Have to escalate to MCMC if we can prove they are providing sub par equipment on purpose

there's one flaw in your theory...
there is limited user before the price cut where do they come with so many reusing router other then they bought it refurbish

be more creative with your wild imagination 

Haha.. Maybe Thomson is scamming Maxis rather than Maxis scamming us.

Judging by the number of router and/or connection issues on this thread alone, we probably have a case for the national consumer complaints centre already 

Had I noted my username number the other day, I probably would've bought and setup another router already.

there's one flaw in your theory...
there is limited user before the price cut where do they come with so many reusing router other then they bought it refurbish

be more creative with your wild imagination 

My long long complaint to Maxis.

as mentioned, the maxis ftth customer service is outsourced to contractor... that is why we are getting the substandard service, waiting time of 10 minutes average before someone pick up the call

it would be good if we send a complaint email to maxis en mass... otherwise they may not realise the contractor is not performing

I dunno that Maxis is outsourcing its customer service... but I do have to agree with you. Waiting time on average is 10 minutes... and there are a couple of time when I had to put down the phone after 15 minutes. We the customers should complain to Maxis... but if we do sorang2, Maxis won't layan one...

hahaha... maxis really can't wait to charge me liao...
they not yet come to install my maxis fiber already send me 2 bills.....
both charge rm0 .

normal lah... i think everyone is the same... they need to generate your account number for processing