I just ported from Maxis to Celcom First 38, speed seemed like capped at 5Mbps even on LTE network, I already called to Celcom customer service, they said shouldn't be this way, the soeed should at least close to 15 to 20 mbps (though I think 50Mbps is more like it when I was with Maxis), I already opened a report with them and they will investigate.

Wow, what a fast moving thread.

First of all, they have yet to respond to me, my case still unassigned when I last checked yesterday.

However, if Celcom responded that the speed of that plan is like that on their customer service support, clearly they are being unprofessional then, because we were promised of 4G LTE when we signed up, see here

https://www.celcom.com.my/personal/promo/4g...d=1360826467840

It says


When one said you get to access 4G LTE access, it naturally comes with best possible speed with 4G, and Celcom's speed at the moment can at least reach 18mbps region.

So i encourage you to at least fight for it and not let them brushed you off with reply like "itzlidat" because you are certainly entitled to it.

I for one is already contemplating to switch back to Maxis surf more by the end of the billing cycle if I am not happy with the customer support, I dislike the possible bait and switch treatment by Celcom.

This post has been edited by nebousuke: Apr 28 2015, 09:46 AM

Call 1111 and speak to customer service, said your speed on 4G network is only at 5Mbps, state the area you made the test, said your friend on Celcom can get at least 20 Mbps at Klang Valley area, they will ask you to check you APN settings, yada yada, they will also ask you to hang up and they will reset your connection and call back when it doesn't work. And you will have to call back again because clearly it will not work, then they will proceed to open a report for you.

I know it's a lot of work but that's what you need to do in order to open an official report.

A little bit of update, customer support called me twice already, first was on Tuesday, they told me that their network has no problem everything working well, I told them I know your network has no problem, question is why I am getting with only 5-6gb speed while if I try different Celcom sim(different plan), I can get 18mbps, is my bandwidth capped? They OK OK and will feedback to tech team.

Yesterday, they called again and replied me the same answer, "No problem with the network", I was absolutely furious, it's just a meaningless answer to me. I demanded to speak to tech support, I told them you are not understanding the problem but they said they can't patch me through tech support unless I call them myself.

I told them "please tell tech team to call me tomorrow, my question is simple, i get slow speed, slower than expected, why? Is my line capped?" Till now they haven't called me back.

EDIT:

Okay I just gave them a call, this time they said still investigating, I ask them to give me a timeline, he said don't know, I tell him to ask the guy responsible and tomorrow let me know when. I told them that I will not let Celcom sit on this and hope it goes away, I also told them that even when I buy a house, they know roughly what time to hang over the house to me, tak kan this investigation has no timeline?

This post has been edited by nebousuke: Apr 30 2015, 04:54 PM

Yeah, I am getting about 14 Mbps, not the greatest but at least it seemed that cap has been removed, though Celcom had not really reply me ever since the last time I called them and "really" put my message across. LOL