Yesterday i subscribed for the Maxis Fixed Wireless Broadband under the package Power User RM169/month & contracted for 1 year.
Later that night, initially i have tested and connection speed varies between 1.5 mbps - 5bmps download while up speed is around 0.3mbps - 1mbps.

Speed was at satisfactory level for me yesterday night.

However, today morning around 10am i am getting slow speed below 1mbps.
Lunch time i am getting 0.03mbps or no internet connection at all. Signal strength is strong.

I call their customer service, and they ask for my location. I provided to them the required details which is in Sg Merab, Bangi.
Then, they said no issue at my area, but got few issues in some areas of Selangor.

After that, i mentioned that right now i got no internet connection at all.
She ask me to go some troubleshooting steps, which i just simply follow. steps involved taking out the sim card and re-insert, lan connection n etc.

I also mentioned that this could be congestion issue as night time i was able to get good/average speed, but today morning till now i am getting slow or no internet at all.
I asked her to help raise a case for this issue but she said she cannot do that since there is an incident at my place.
Then when i asked earlier she mentioned no issue to me, she ignore and talk about something else.

Then, i ask to speak to her manager, she said her manager will call back. No luck there.
So, am i stuck with this bad service since it is contract for 1 year????



Update1

I have asked around my neighbors, and even using my own mobile phone and found out that apparently maxis 3g speed is bad at my place. my neighbors suggest to me to chg to celcom instead. therefore it is due to bad network or heavily congested in my area.


Update 2

Update on this matter by Maxis:

Me: Aug 30 2015, 09:09 AM
No its not improved. Tested using mobile n the connection was so low or no connection at all. I made topup for maxisbb yesterday to test n also same. It is very slow or no Internet at all during peak hours such as from 7pm to 11pm. It is even worse during weekend.

Maxis: Aug 30 2015, 10:20 AM
We've escalated the matter to the relevant team for further checking. Your case reference number would be C16759178. We'll contact you as soon as there's any updates. Our apologies for the inconvenience caused.

Maxis: Sep 3 2015, 12:25 PM
Reference to your case C16759178, the relevant team has given feedback that your location network is facing high external interference. The tentative time frame for rectification is estimated by end of January 2016 should there be no roadblocks. Our sincere apologies for the inconvenience caused.

Me: Sep 4 2015, 10:10 AM
Then in the meantime i must continue suffer for this? The connection is terrible as during peak hours i cant even browse to any page.
If rectification is only done next year, is it still possible for me to terminate this service?

Maxis: Sep 4 2015, 03:51 PM
As an alternative you can suspend the service for a max 90 days. During the suspension period, your commitment will be freeze and no charges will be occurred. However, RM10 will charge for the reactivation fees upon requested. Do revert, should u wish to suspend the service for a temporary period.

Me: Sep 4 2015, 10:39 PM
Is this a joke?

Suspension 90 days max, n your site rectify the issue next year?
On top of that u all imposed additional penalty of rm10 due to your site unable to fix the issue n further rip your customers?

Me: Sep 11 2015, 01:40 AM
any update on this????

This post has been edited by sephirothvr: Sep 11 2015, 01:50 AM

Maxsgit at it again...

On a more serious note, since you just subscribed it for less than a week, I'm sure if your complain/problem/error is valid, they will give you full refund. Just make sure they have that in their contract fine-print... good luck...

i believe cooling off period or trial period for maxisbb is around 1 month if not mistaken.

before subscribing, i was tempted subscribing for umobile or yes4g. if you compare with all other fixed wireless broadband, maxis is the most expensive compared to all others.
but my guts to go with maxis bcoz i have been using maxis postpaid for 10 years already, n i was a maxis staff b4 and i was under impression that maxis customer service was the best when compared to others.

after my experience today, i am wrong to think maxis is the best in terms of customer service. for the price they r offering, i might as well go for any other cheaper broadband rather than faced with bad service.

submit a complaint to www.complaint.cfm.org.my

this is third party complain which take time to force maxis to take your issue seriously.


try contact tm and ask for advice, since maxis are using tm backbone.

--PMed--

Your PM replied...

Update on this matter by Maxis and how their PM treatments towards their customer:

Me: Aug 30 2015, 09:09 AM
No its not improved. Tested using mobile n the connection was so low or no connection at all. I made topup for maxisbb yesterday to test n also same. It is very slow or no Internet at all during peak hours such as from 7pm to 11pm. It is even worse during weekend.

Maxis: Aug 30 2015, 10:20 AM
We've escalated the matter to the relevant team for further checking. Your case reference number would be C16759178. We'll contact you as soon as there's any updates. Our apologies for the inconvenience caused.

Maxis: Sep 3 2015, 12:25 PM
Reference to your case C16759178, the relevant team has given feedback that your location network is facing high external interference. The tentative time frame for rectification is estimated by end of January 2016 should there be no roadblocks. Our sincere apologies for the inconvenience caused.

Me: Sep 4 2015, 10:10 AM
Then in the meantime i must continue suffer for this? The connection is terrible as during peak hours i cant even browse to any page.
If rectification is only done next year, is it still possible for me to terminate this service?

Maxis: Sep 4 2015, 03:51 PM
As an alternative you can suspend the service for a max 90 days. During the suspension period, your commitment will be freeze and no charges will be occurred. However, RM10 will charge for the reactivation fees upon requested. Do revert, should u wish to suspend the service for a temporary period.

Me: Sep 4 2015, 10:39 PM
Is this a joke?

Suspension 90 days max, n your site rectify the issue next year?
On top of that u all imposed additional penalty of rm10 due to your site unable to fix the issue n further rip your customers?

Me: Sep 11 2015, 01:40 AM
any update on this????

Hi,

As per your request, we will contact you after 8pm today.

TQ