Ok had my first ridiculous experience with Time's so called customer service.

Every now and then my connection will become crap. When this happens and I try pinging, I'll see time outs every OTHER second. This is also experienced when playing Diablo. I'll move for a second and then hang for a few continuously. This will go on until I reboot both my router and my modem.

2nd issue. Every now and then my wifi will decide it doesn't want to work. Even the access point name doesn't show up when trying to connect other devices to Wifi during that period. Again, resetting both modem and router fixes the issue. Explaining this to the customer service personnel prompted a question - so how do you know it's your wifi that's not working? WTF? Does your access point disappear when the PPPoE connection is out?????

Then proceeded to argue with me that troubleshooting should be done on LAN. I argued that I have no use for LAN even if it works as none of my devices at home use LAN.

So as usual, I reset my modem and everything was fine again. I said I wanted a replacement modem and router, as I'm fed up of having to reboot them every other day. Customer service told me that router replacement can only be done for free once. If I encounter other issues down the road, it won't be covered by warranty anymore. WTF???

Apparently a lot of customers have been complaining of the same issue, and Time's advice to them is to turn off the router when not in use. Again WTF??? This is quite impossible as there's always someone at home who'll be using the internet and I myself work from home every now and then.

So since I pay for 24x7 access per month, will Time start to charge me only every time I turn my modem or router on instead of a fixed subscription? The best answer came from the customer service agent. He argued saying the modem is free for life. Only the router is a one-off change. Huh??? WTF?? Does he even understand what I'm saying???

The agent was generally twisting and turning trying to weasel his way out of a proper explanation for things and behaves like a great know-it-all. Doesn't even have the proper manners to ask you to hold on. You greet him Good Evening and he answers you Yes? Usually I couldn't be bothered with all these mannerisms but the longer I spoke to him the more irritated I became. Great way to spend 27 minutes on the phone. Good thing I didn't have to REBOOT my phone due to it overheating.

I apologize for the wall of text but it serves as a warning for potential callers.


TL;DR - Time hardware sucks. Apparently cannot be used continuously or will overheat. This is CONFIRMED BY TIME's customer service. Customer service sucks harder. Should've just stayed with Maxis. At least their customer service agents had better attitute most of the time.

Hi Bro,

I did not seem to get any mails from you.

Hi Bro,

I understand no company in this world can afford to provide training that's comprehensive enough to all their customer service employees to ensure they are 100% capable at their tasks and this is why a process is usually set up. Like you said, a troubleshooting procedure. I'm OK if the person is a still learning and a little bit slower at the job but at least try to maintain a friendly and professional conversation in the process. I didn't even mind the fact that I was not greeted when my call was answered and I greeted him nonetheless. It's not like I'm calling to ask for help and not paying anything for it. This is covered by my monthly subscription. When Time has no customers, they wouldn't even have a customer service department to start with.

I was telling him regardless of whether or not my LAN works, the Wifi radio on my router is still screwed and Time has an obligation to replace it. Rather than asking me why I kept telling him about my Wifi issue when he's explaining to me about testing on LAN; when in fact he was the one who asked me how I knew my Wifi wasn't working in the first place.

Also giving me a fed up sounding response when I couldn't give him a satisfactory answer as to which "Windows application" I was using doesn't really help either when in fact what he was really trying to find out was which Windows VERSION I was using.

I told him I've never had such overheating issues with all my previous routers before. And what's most ridiculous about his reply was the fact that he himself faces the same issue with his Aztech router at home!!?? Well if he has issues with his router at home, then he should be complaining about it to his provider, not telling me to accept it just because he faces the same issue himself!

I appreciate your reply and see that you have acknowledged the issue with the Linksys router as well. If only the customer service agent could've told me what Time is going to do about it, all this could've been avoided. When my Wifi doesn't work, it doesn't work. Simple as that. Even if I test the LAN ports till the cows come home, my Wifi wouldn't work until a reboot has been performed. Troubleshooting I can understand, but some procedures are just a waste of time, especially when this is a known issue to Time. And I definitely did not enjoy hanging on to the phone for 27 minutes listening to this customer service agent's attitude.

Seems like a waste of time to get Time to change it since it's bound to just happen again. So the question remains, what will Time do about my router? Thanks.

I hope my posts have not come off looking like I'm trying to undermine our Time resellers in this thread. Make no mistake, I subscribed through bro yeapch01 and his work rate has been immaculate. It's just disappointing to find certain things out like the router having known issues and Time not honouring a second exchange of it after signing up. Not forgetting the miserable experience I had with their customer service.

Yup Diablo 3 experience getting from bad to horrbile.

Already got kicked out of the game twice in 2 hours today.