With reference to reports 870xxx and 108xxxx;

Report 870xxx was filed a few months ago, reported after extremely frequent disconnections faced on my side. It took tremendous amounts of complaining and constantly dialing the helpline to follow up on my report, before anything was actually done to solve my problem. About 2 weeks passed, and a team of technicians finally came to my house to inspect the problem. Upon asking them why they hadn't come earlier, I was appalled to learn that they had only just received my report in their mail that morning. It was then blatantly obvious that streamyx workers do not work at the same speed of broadband that they falsely advertise. Only after coming by my house and checking the SM unit (subscriber module), did they realize that the main Canopy Wireless AP (access point) was struck by lightning, and was fixed the next day.

Report 108xxxx was filed 26 days ago, and I believe, until now, is still pending and in progress. After a severe storm struck Shah Alam a month ago, strong winds caused a misalignment of the SM unit. And thus, I was experiencing significant disconnection issues. I filed a report, and waited and waited. 5 days passed, and I did not receive a call from a customer care representative. In short, I was really pissed. Paying rm99 a month, and not having service for 5 days, is unacceptable. Adding insult to injury, is that I just had over 2 weeks of downtime the month before. I began to daily, to follow up on my report. Over 2 weeks had passed, and I was reaching the end of my fuse. NOTHING HAD BEEN DONE, in the 2 weeks after my report had been filed. It was on the 24th of March, that my fuse burnt out. I called the helpline, and the customer care line rep told me that she would put me on hold for about 5 minutes to check up on the status of my report. The 5 minutes turned into over 20 MINUTES. Further more, I'M BEING FORCED TO PAY TO CALL TO COMPLAIN FOR LACK OF SERVICE. See how this doesn't add up? I hung up, can immediately called back, demanding instantly to speak to the respective supervisor on duty that day. I spoke to a Mr.Raj, who calmed me down and promised that he would personally oversee my case. The follow Monday, a team of wireless technicians did come over, and solve my problems. The TMNet speedometer no longer showed the abysmal 10KB/s (KILOBYTES PER SECOND) that it had for the past 3 weeks. Had I not demanded to speak to the supervisor that day, god knows how much longer before my report would have finally be passed up along the chain.

I demand a rebate for the downtime I had experienced, and the terrible service I've had to put up with. I'm a busy man, and that I have to put up with nonsense from a government linked company such as TMNet is unacceptable. Upon filing the report, we're promised a reply within 24-48 hours. I know damn sure for a fact that this is just bullshit; 2 weeks had passed, and I had not received a call from a customer care rep. If not for the monopoly TMNet holds, I would have switched long ago. 

I'm sure the press would love stories like mine.

Your's truly, and looking to hear from someone very soon,

Izuan Izham

Apparently if there is any throttling device in use on any gateway, none of the support staff have been made aware of it. And if there is some sort of throttling device being used it is not configured correctly because ever since my bit torrent client slowed down to 10-20KB/sec my general browsing has also gone to hell, a lot of websites I can't even reach, others are so painfully slow it takes me back to the days of using a 9600 baud modem.

I have written so many letters to the TMnet management about my problem that I'm sure they know more about this problem than I can remember writting. I have had technicians from TMnet come to my house to try and fault my PC, modem, line, or some other configuration but they have nothing wrong. I have now got a contact in upper management that is "on my side" and seems determined to see me satisfied. My line speed has been doubled to 2MB FOC and that still hasn't made much if any real difference to my internet speed. Yes I use Bit Torrent (legally), I also use FTP, and remote administration, and online banking, and general web browsing, etc etc and it is all slow as hell.

I read that 20% of the subscribers are using 80% of the bandwidth, I say "SO WHAT!"  I subscribed for a 1MB connection I expect to get what I am paying for. If TMnet has oversubscribed the available bandwidth that is a problem they need to fix and not make the people that keep they in business, their subscribers, pay for their miscalculation. And in all honesty I don't believe they have oversubscribed they are simply practising some very bad business, if TMnet was oversubscribed there would be a difference in my ability to use the interent depending on the time of day and there isn't, the service is always crap.

If I went to buy a new Merc and paid upfront for it then turned up to take delivery and was handed the keys to a Kancil because the demand was so high they ran out of Mercs would I be happy to drive away in the Kancil? At the moment we are all at the mercy of TMnet, stranded in a desert with no other realistic choice, so we are stuck with the Kancil. Do we say no and die in the desert? Of course not we have to get in and make do because TMnet has us all over a barrel and they know it!

Anyway, maybe someone on the off chance from TMnet might see this and make a change or two, in the mean time, I am giving TMnet another week and then I will be seeking advice from my lawyer, maybe what they need is a class action law suit to make them do the right thing.

I wonder if the media is aware of the problems that are going on with TMnet, it sure would make an interesting story for The Star, and it would make the already unrealistic goals that TMnet has set for market penetration even more far fetched if the unsubscribed public knew what they are being falsely advertised/marketed.

Would be interested to hear from the media myself.....