how far away is the DP to your house? maybe can nego with the installers hoho

I now have to switch the ONT and Thomson in stages before i can get a connection. I used to switch them both at the same time and I'd get connected in 2 to 3 minutes. I hope it's not a sign of either one failing haha..

yeah i agree completely. just that turning both on at the same time worked flawlessly for about a week before.
It's not an issue anyway.

After just 9 days of problem-free surfing with Maxis Home Fiber, today my Thomson router went kaput.



Long post warning!


I had posted here a few days earlier that I'm having some difficulty getting the Thomson router to actually boot up and connect to the internet, but usually after a few restarts (and a long time waiting) I'd get connected. Yesterday around 6pm after work, I switched on the ONT and router as usual, and after 15 minutes of restarts and waiting, I still couldn't get connected. Proceeded to call 1800 82 1123. After five minutes waiting for someone to pick up (yes calling Maxis takes forever now), suddenly the connection was up, so ok, I hung up the phone, case closed. I still wasn't too comfortable with what had happened so I left the router on throughout the night (I'd usually switch things off).

That was yesterday's story.

Today I wasn't working, from morning browsing, torrents, dreambox all worked fine. Until around 6 pm that is. I was browsing when suddenly the wireless went out. Checked the router, all the normal lights were gone, the power light was red in colour (instead of the usual yellow), and the internet and wireless lights were very, very faint (instead of bright, blinking yellow). After a few restarts, proceeded to call Maxis.

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

The CS guy took my complaint, suggested a few troubleshooting procedures as usual (aahh it's like streamyx all over again) before conceding to forward my complaint to the technical guys. Was put on hold for another 5 minutes before I got to speak to the technician. Insisted that I try resetting the router again (I tried it before), but after telling him nothing happens after I push in a pin into the reset hole for even half a minute (it's as if the router is off, but the front wireless button light and the other lights I mentioned earlier is on), he conceded that the Thomson router is faulty.

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.

So yes, I now agree that the Thomson router is crap. 9 days before going kaput? Epic!

p/s I have a conspiracy theory that my router was not a new unit but a refurbished one. Reason: the letters marking the phone ports at the back are already faded. Maybe I'll upload pics when my connection is restored.

yup i got those same symptoms, intermittently at first, got worse yesterday, gone today

bro, i thought you're using custom router? was going to ask u to recommend brand.

the thomson is already has a notebook cooler underneath it, so perhaps heat is not a problem.

I'm just going to kacau them again today (the technician said it might be possible for them to replace today although he also said monday is more realistic) on email and/or forum just to keep them on their feet.



anybody else think their thomson router is a refurbished unit?

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.



This post has been edited by jetwash: Jul 21 2012, 09:46 AM

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.

ok, i have my connection back now. yesterday 'saja kacau' the helpline (had to wait another 20 minutes, since it's toll free i didn't mind wasting the time), deceivingly told them that the Maxis technicians had promised to come replace the router yesterday before they checked things out and told me someone will be in touch with me before the end of the day. I finally received the call just before tarawih prayers (wow these guys must work loooonnnggggg hours) confirming that someone will come around 4 to 5 pm today.

The guy came early at 345pm just now. Straight away replaced the router, no questions asked. When I asked him how common is the faulty Thomson router problem, he just smiled and laughed politely. He said "Kita technician tengok saja ini router sudah tau mmg banyak problem punye".

in actual fact, maxis ftth has been around since 2010, right? what's happening now is probably not growing pains, just cost-cutting and operational inefficiencies.

ID and number given during installation. You'll get your bills beforehand though.

It seems that the page doesn't load problem occurs more frequently in vdsl installations, am i right? I'm landed and i barely notice it

u can try this 03 2300 5074

i'm just saying this based on anecdotal evidence, but it seems the slow-loading-page problem affect high-rise vdsl installations more than landed ftth installations. Personally for myself I'm not bothered by it at all.

and yes, i regularly have 5 or 6 tabs open at one time; and i almost always open links in new tabs. i don't think it has anything to do with tabs anyway.

This post has been edited by jetwash: Jul 23 2012, 03:27 PM

haha how long did you wait at 1800821123? it's free anyway, just leave on speakerphone and go off doing your work. I managed to finish a meal while waiting for them to take my call

---

Added on July 23, 2012, 3:57 pmthis mylaunchpad thingy with the browser only occurs once you've registered with mylaunchpad is it? Luckily I haven't registered yet. Could not register actually.

But I'd like to monitor the call usage. This can only be done thru launchpad right?

This post has been edited by jetwash: Jul 23 2012, 03:57 PM

eh, how low can it go? i'm thinking of around rm10 if possible haha. if it is i'll go thru the hassle of calling customer care

u may want to try these numbers, at least if they pickup you'd get to speak to a human being straight away. don't forget to mention NCCC and MCMC while you're complaining
03 2300 5050
03 2300 5074
03 2300 5080

Look around your nearest telephone poles for the db (white box). If they are so willing to give you an installation date just a few days after registration there must be the box somewhere
I suppose you could try negotiate with the installers too should you exceed 85m external cabling. The ones that did mine didn't bother to calculate my internal cabling which definitely exceeded 15m, so u might get lucky too (the same installers cover Sg Buloh too haha)
As for question 1, you'd be better off asking maxis. Good luck with the call waiting time

just use longer RJ11 and RJ45 lah, problem solved put anywhere you want

nothing another RJ45 cable can't solve only the BTU and ONT needs to stay where they are

This post has been edited by jetwash: Jul 26 2012, 07:11 PM

poor latency. that's why gamers hate maxis ftth