Dear Sir/Madam,

Thank you for your e-mail to TM Net. Firstly, we would like to apologise for the late reply.

With regards to your connection difficulties, kindly be informed that at the moment we do not have problem with our international link.

Therefore, should you are facing slow connectivity we would like to advice you to proceed with some basic troubleshooting, in order for us to streamline the issue that you are facing currently.

1) Bypass splitter/ micro filter/ fax machine/ lightning protector.

2) Stand alone connection, from wall socket to modem (No parallel line).

3) Flush DNS
a) For Win 98/ME:
- Click Start button, go to run
- Type "winipcfg" and then click OK
- Select your network card name from the adapter drop-down menu
- Click on Release button
- The IP address should display 0.0.0.0. Then click Renew All
- Click OK to close the window

b) For Win XP/2000:
- Click on Start button, go to run
- Type 'command', click OK
- Type in 'ipconfig /flushdns' then press Enter
- Make sure the result is 'Successfully flushed the DNS Resolver cache'
- Type "exit" and press Enter to close the window screen

4) Switch off the modem, unplug/ re-plug all cables, wait for 5 to 10 minutes before switching on the modem.

5) Create new dialer and configure Domain Name Server (DNS)
- (Preferred DNS Server: 202.188.0.133 /Alternate DNS Server: 202.188.1.5)

6) Reboot computer and the modem.

7) Do a bandwidth test from our website as follows:
(http://202.188.95.52:8080/speedometer/)
However, if the result is below 70% of the required speed, please reply us by attaching the result in kbits.

Alternatively, you can contact our Technical Department at 1-300-88-9515 (select option 3 for Technical Assistance) if you need further assistance on the troubleshooting above and if the problem still persists, please provide us the following details for further action.

1) User name:
2) Contact Person:
3) Contact Number
- Home/Office:
- Mobile phone:
4) Operating System: (Kindly state your operating system Windows XP/2000/98/Mac)
5) Modem Brand: (Kindly state your modem brand eg: Kasda/ZTE/Aztech etc)
6) Service Number:
7) Streamyx Package:
8) 1 Bandwidth Test Result: (Kindly state your latest bandwidth test result in Kbits)
9) When the problem occurred:
10) When is the best time to call you:

Should you require further assistance or would like to submit any enquiry/feedback, kindly visit www.tm.net.my and click "Need Help? Contact our Customer Service".

We thank you for taking the time to write to us and look forward to serve you better.


Regards,
Lina Azra
Customer Care Support, Internet Services,
Customer Service Management,
TM Retail.