Do we get any calls few days before actual Installation Date ?

you guys must be living in 10000 sq ft bungalows. i can still get 4 out of 5 bars signal in my kitchen from the router in my living room.

Owh, I'll go have a look. Totally forgotten about that 

can you explain abit between homeplug and wireless repeater ? abit confused 

Perhaps it may be because of the other computer running all the activities (torrent, PPS, streaming), it sucks all the bandwidth and causes bottleneck on the router and therefore other computer unable to resolve the dns with all the ongoing heavy activity. Possible? have you check and troubleshoot?

TM ONT have life time warranty... claim it

This time I only had to wait around 20 minutes before someone took my call. Seriously, you guys really that busy eh?

So, I got a report number, the technician promised to get me a new router by monday, although he did say tomorrow might be possible (yeah ok I'm not getting my hopes up), and I seriously need to consider shelling out money for my own router.

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.

may i know what is the "Web Browsing Interception" option selected in the thomson router? this can be found in Thomson Gateway -> Configuration

You know, when the Maxis RM118/10MB promotion came out, I almost signed up for it, but decided to wait and see when people warned me of the famous Maxis "hidden clause/ hidden cost" issue. When the promotion ended, I felt like I missed out on a great deal, and was rather upset with myself for not taking up the offer. I was even contemplating forking out for the RM148/10MB offer. But having read your account, I'm glad I didn't sign up. Even during the worst days of my streamyx experience, I've never had to deal with this kind of incompetence in dealing with Streamyx's 100 helpline. I'm not saying that they are competent - just that this whole thing about appointment being set from 5pm to 7pm to 8pm smells to me very much like an organization which is currently out of its depth, having overstretched its CS capabilities and currently being inundated with service issues and customer complaints.

Erm... guys... do we need to keep the thomson router and dect phone box for warranty purposes? or can buang straight?

New FTTH user here also

I notice when on Maxis Home Fibre + IE 8.0.6001.18702CO when browsing LYN forum, I get "Page cannot be found" every so often. After refreshing it works again. Annoying.... Could it be too fast that IE cannot render in time ?

But when switching to Firefox, this doesn't happen. Strange encounter

Is it possible to turn off the Thomson Wifi Radio only (not disable SSID broadcast) ?? If it is possible, how can I do it ?

Sorry for wrongly worded question. I mean turn off the Thomson Wifi entirely except LAN.

I need ask noob question

How change to Google DNS for the Thomson modem?

I'm using the standard TG784n

what kind of risk?

Have anyone tried the above on Telnet to Thomson TG784n ?

When I try to ping 192.168.1.253, I notice it's alive (i.e. Reply received)
Non of my devices uses that IP address....

hey, i'm not supporting maxis nor working at maxis..

people do complains here or at maxis forum about the problems occur, but how it does reflects on general ratio of users? how many percent really have issue with this new service?

6 of my friends are using maxis FTTH and no one complain so far, my installation day is on next monday..

i cant sleep for about 2 days!!! damn..

for about 4 years i'm using 60 Mb broadband in UK, and afetr 3 months using 1 mb streamyx.. hopefully maxis will not drop my expectation and destroy my trust in their services.