Hi all,

To keep it simple, my family installed Maxis Home fibre 100 Mbps on Tuesday 27/11/2018 at 1:30 PM. We signed off when the speeds were shown stable by the techs and left for lunch.

Upon returning 1.5 hours later, we had a red LOS signal on our TM modem and absolutely no internet service. Spent about 1.5 hours with the Maxis customer service and tech to confirm that nothing can be done on their end (about 30 mins of waiting in between transferring departments). However, I managed to get the issue escalated by the tech (if that even does anything lol) and reported with a valid case file number. I was told that a call would come from the ground techs to set up a session the next day.

Wednesday 28/11/2018: 3 separate calls to Maxis CS regarding this, lots of sorrys thrown about but no follow-up on even getting a call by the ground techs for a session. Kept asking them to push the issue or escalate but it seems every other customer has an escalated issue lol.

Thursday 29/11/2018: I called the tech who serviced our house and understandably he has many orders to fulfill so attending my issue would be difficult. Again, I asked him to help push but as of now still no call from ground tech.

Is there anyone from Maxis monitoring this forum that can get a supervisor to look at this and hopefully resolve it? WE JUST INSTALLED THE INTERNET AND IT FAILED WITHIN 1.5 HOURS!

PM me if you require details.

Please, I just want to watch youtube videos in formats higher >480p, it is 2018 for fish sake.

Report MCMC

You have to escalate it to MCMC.

Very unstable connection, even if it works. Intermittent micro disconnections lasting few seconds each time and happening throughout the day and night. 24/7.

Horrible.

they attended mycase after 2weeks, they have difficulty to schedule the TM technician to attend on-site to fix the problem...after the repair, everything fine, the LOS signal was said to be fiber optic wire not connect properly at TM modem, they just peel it off and reconnect it, i doubt if that is the rootcause for my case...anyway, gonna ask them to waive the bill for the downtime, why it bring so much trouble

This post has been edited by @skynet@: Dec 3 2018, 11:41 PM

do you experience disconection in front of modem? my experience is that the WIFI modem is not good, intermittent disconnection happened when there's wall seperated ur devices and maxis wifi modem

This post has been edited by @skynet@: Dec 3 2018, 11:44 PM

I dont know if the cause is the Wifi router or not. Maxis seems to blame TM for this, when I call them up. Some days it is worse and some days better. But overall, it started happening since 5 or 6 days ago when it became bad.

This kind of 5-second disconnections are very irritating as they can strike at anytime and makes playing online games almost impossible.

This post has been edited by Hobbez: Dec 4 2018, 01:03 AM

It happened to me too that the LOS light went red for one day...
Called to the customer service, they said "it's like that" (that you will have service disruption frequently), it happened to other customers too
. They still haven't found a solution for it... o.O

Luckily it happened for one day during the first month...
But, the fixed line is having lots of problem... Sometimes can call out but can't receive call.
Other time, it's usable at all... Happened for over a month but still no solution from maxis

I thought they would send Maxperts as they called it whenever there are issues?

thanks. decided to avoid maxis for now. Almost switch to 30Mbps rm89 plan.

i will stay with unifi or Time

GG.com and here I was scouting the Maxis forum to see if it's worth the effort to terminate Unifi for Maxis. Didn't know they are still giving bird crap service even after they have been in the market for many years. Guess will have to pick the lesser of two evils and TM seems to be the lesser of the two.

red LOS signal
1. is on the cable problem, or when installation too much bend

2. dirty in there connector

I have plans to terminate unifi and switch to Maxis
is this issue common on Maxis fibre?
so far my unifi have no connection issues.

You will surely regret it if you change to Maxis.

Better you stick with Unifi even if you pay more.

Maxis Fibre is collapsing. I have been a user since late 2016, so I know all about them....

I am in a "good area" and yet my connection is horrible.

Spare yourself the regret.

FYI you may demand for rebate for the X days of downtime.

I think their 30 Mbps plan is overpriced for this kind of low quality.

The fair price for this would be RM39 or RM49 per month, seriously speaking.

Maxis bit off more than they can chew and simply cannot cope with so many new customers and so many new problems every day now.



There was a time when you call their customer service and NO NEED to wait at all.....

This post has been edited by Hobbez: Dec 7 2018, 02:55 PM

i think the most important thing about home broadband is reliability. if it is not reliable, even it is cheap, the user experience will be super bad.
if every now and then, need to deal with slowness, downtime for the connection, the time and energy spent on getting it solved will drive people crazy.

unifi has not given me much problem. so far so good.

It was reported in the media that Maxis received about 100k sign ups from new and existing customers for their fibre plan
that explains the slow and atrocious customer service
while I support their move to undercut TM by being the 1st to introduce the RM129@100Mbps and RM89@30Mbps packages (forcing TM to do the same), they are biting off more than they can chew

in fact, I saw 1 post from a maxis staff in a close fb group (IINM it was in TTDI community) saying they don't have enough resources to handle the infux of new customers or something like that (*because someone posted either a question or complain about maxis cs there so he replied)

probably should have screenshot that xD

Bro have Maxis solved your disconnection problem? I'm having the same problem as well. In a day at least 5-10 times the Internet won't be available but the WiFi would still be connected.

That'a really bad. Lucky I never choose maxis broadban even it is cheap.

I really not sure if this is to blame Maxis or not, I'm using Home Fibre too. I'm still having issue with connection until now, but I was being told that for the Fibre Services from Maxis, they are only service level provider, Infrastructure wise, is all TM, from riser to the modem, Maxis only able to support physical hardware support from the TM Modem to their router.
To me, it is like something is fishy on TM, I stay in an apartment, my neighbor does not seems to have the issue I'm facing. And, seriously, Maxis also told me that it is "hard" to book a TM Technicians to troubleshoot my issue etc etc.....
The Maxis Call Center ppl even encourage me to log complaints in MCMC... which does not seems to be helpful...... Now, I just need to reset my router and modem everytime I got disconnection for more than 1min...

I have been a unifi user for 5 years . at subang jaya
Never had disconnect issues . if fact no issues at all so far.

Any issues so easy to log a fault report . i would say within 10 mins max

if onsite assistance is needed they will assign a technician within 24 hours.
you can track the fault ticket on your unifi portal .
you can see that the ticket is assign a technician and his phone contact within 24 hours
You can call the tech to check what time he plan to arrive or reschedule the visit time if he is OK .

100 percent of time the tech will be at your home within 24 hours . (my experience so far on 3 tickets this year. ( change hypp box , change router, fiber eaten by rat )

Unifi have a good SOP for this fault reporting and escalation process.
but some times things do go wrong . lemon cases !
I have no issues with unifi except that they keep change their unifi plans and some users pay more on fees. maybe this is expected due to competition.

Now with the 100Mbps at 129 rm every one can change their plan or subscribe if coverage permits.

i see no reason for changing to Maxis even if cheaper by a few dollars.
Restoration service is more important criteria for me . my 2 cents view !

Hi

anyone using maxis home fibre rm89?

may i know per month is rm89net ? or still have other extra charge ?

Nope. Their sub contractor "Maxpert" came over and cannot do anything, just check and sign the paper.....

I suspect their fibre network is not equipped to handle so many new customers and that is why now their network is going down all the time and having issues.

In 2017 I hardly need to call them for any problem. But the past 6 months in 2018, I think I called them 30+ times and now their customer support is also worse than ever.

Until today I get disconnections and network errors lasting only about 5 seconds each time and then it reconnects back again. But VERY irritating. I lose many online games becos of stupid Maxis. It started about 2 weeks ago and now is permanent issue.

They better lower the price for 30 mbps to RM39 as their quality is so BAD!!!

This post has been edited by Hobbez: Dec 12 2018, 06:06 PM

That's very terrible experience. Almost switch to maxis, luckily I managed to retract.

Yeah. Same here. I have been using unifi since 2 years back. No issues so far, even there is, it is quite easy to settle. log a case, less than 2 hours, resolved.

yup, their support is quite good. No doubt.

Seriously, it has significant amount of unpleasant customers now comparing to unifi, lucky I manage to escape. haha.

Been using maxis since 2012 because cheaper price compare to unifi (118 vs 149 for 10mbps)

so far don't have connection problem, though I "feel" old speed (10mbps) is faster than current 30mbps

Maybe wifi a bit slow, other than that, my connection is stabil.

I am having problem with maxis fiber link being down, been internet-less for almost a week now and still no sign of the technician coming over to check.

Contract ending soon, planning to get Unifi and terminate maxis by end January. Lousy reliability.

They did not even reduce our billing cycle rate to RM 89, still paying RM 179 for 30 Mbps.

Do not switch to Maxis! Maxis is the worst internet provider in the world.

Now I realized unifi actually not that bad, haha

Maxis is using TM backbone, no surprise maxis line is not stable..Is all about competition.

Yes, terminate it on that exact date, don't let them earn you single cent for their poor service

Yes, terminate it on that exact date, don't let them earn you single cent for their poor service