Last week i was doing some internal renovation that I need to relocate my fiber btu (within my same house)

I am a maxis one prime user with a 4g dongle given and attached to my router.

What I expected was that, the connection will switch to 4g and my connection will run seamlessly without interruption.

To my surprise, I faced intermittent connections and each time I log into 192.168.0.1, it showed invalid sim or sim is not detected.

So i plugged back my btu and called up maxis. It was 12.00 midnight and maxis scheduled a call back from the technical department.

At that moment, my router and btu was completely working fine.

The next day a guy from technical department called and asked a few questions before scheduling for maxpert visit on tueaday (3/12/19)

And too, the guy suspected dongle and sim card problem and said that maxpert will come and fix the dongle for me(so I expected that they will replace a new one for me as mine still in warranty)

The appointment was fixed Tuesday at 2pm and I quickly drove home from work.

Maxpert called at 2pm and said that he was handling case and will come to my house at 3.30pm. Ok fine, i waited until 3.30pm and another call from him telling that he will come shortly.

I waited until 4+pm and 2 Maxpert reached my home

So I managed to connect everything back in one place and let the Maxperts diagnose. I told him the problem but they ignored. They said they have to follow the sop by troubleshooting the devices first.

One of the Maxpert unplugged my fiber from TM BTU without my consent and plugged it into a fiber reader. And it showed normal reading which is 22

Another maxpert came in and roughly plug back the fiber to my btu. I was totally shocked as to my knowledge, the fiber is so delicate that even myself would not touch it roughly.


Ok fine,

The maxpert then logged into my router and set again my pppoe id n password. And since then, my router pppoe would not connect.

They then unplug my 4g dongle and showed to me that my vlan621 was missing thus my pppoe would not connect.

They plugged in the 4g dongle and the Internet up again.

And at that point, they concluded that my 4g dongle is working fine and there was a problem from TM side which caused the pppoe to stopped working.

So I am pretty confident that there was no issue with TM btu and vlan as the pppoe worked perfectly fine until they came in and set my pppoe credentials.

I told them a few times, and I clued them "maybe this is due to wrong username or password? Can you try again or even reset my router? “


The technicians kept on plugging in and out my 4g dongle and showed me that my 4g dongle is working.

Now that my pppoe stopped working.

I took a chair, sat down together with them and guide them step by step.
I told them to reset my router and keying in again my id n password.

However, they refused to do so and continued to write the pink form and insisted that they will arrange for a join test with TM.

I again asked them "do u know what you guys are doing?"

And they asked me to signed the pink color form and said that Tm will come. And they requested to leave.


After they left, I reset my router and keyed in my id n password. And the pppoe worked again.

So they left without fixing my dongle. And left me with another problem.

I then went to maxis center to changed my sim card and now my 4g dongle is working normally.


Ps: i am a IT personnel with 6+ years of working experiences.
And I was a Maxis reseller.

I faced similar problems with my maxis clients until I have to attend to my customer sites to solve the problems which should have been solved by maxperts. (eg, messing up with customers internal ip configurations, left customers premise without solving problem, wrong diagnosis)

Yes the customer will firstly reach to the reseller first when they face internet problems.

And failure of maxperts to solve issues literally burden the customers and even the resellers.

I am located in kuantan. And i think I have to bring this to the attention of maxis. And i think this is one of the reasons why people prefer to choose your competitors rather than your service. Normal users would not know what is happening when they face Internet outage. They have to depend on maxperts.

Things get more difficult when incompetent maxperts unable to solve even simple problem and create more serious problems.

Sincerely,
Loyal maxis user

i dont think maxis will pay attention to this since here is a public internet forum.

i would have told them if i'm a reseller to give them a shock.

obviously they're some newbie following the SOP thus causing such issue lol..

funny technician is very bad they always refuse macam malas

we hate maxis

but best unifi i will not take maxis fibre

i will stay unifi i will support TM

I also think maxis won't look at this thread. Simply because this is not the popular maxis fiber thread that was in subforum of telco.

Perhaps you can consider posting there as I saw someone with maxis username there. I guess they are monitor over there but not in network section.

Another thing is a big company have a lot of sop as they wanna avoid any misconduct as the company itself got a lot of ppl and they cannot afford to watch them closely side by side. But sop is one thing, they have to realise that customer are looking for a solution and not sop.

Better they make sure the technician are well train on how to solve problem but not on following sop. But again, I am not existing user of maxis fiber so I cannot comment anything about their services.

I find they offering quite a good package and I like their termination policy much more than the giant provider who have been monopoly the market for so many years with ridiculous price and ammend the T&C for termination to retain customer. Luckily they own the backbone, otherwise a lot of people will use others isp.

Every ISP need to train these newcomer and oldtimer from outsource program or seminar or courses. But nowadays all become cut cost already, then back to basic, no improvement. These feedback should be in Maxis community or forum too but they already remove it long time ago.

If not mistaken maxis forum have moved to this forum, the maxis section under telco talk

Be careful, a Maxis fanboy will mark you as TM ambassador for any negative comments or complaints about Maxis Fiber

Wasted resources on such maxtard. They trying to pass the ball to TM.

i know maxis forum is already in here, what i mean in maxis website, they have their own forum/community just like digi but they suddenly remove it.

This post has been edited by misspinky: Dec 6 2019, 03:30 PM

normal la. my case, i even told them my results of troubleshooting and requested exactly what needed to be replaced. and yet they play ping pong until TM need to come and in the end, it's the exact thing i requested them to replace in the 1st place. It is so hard to tell them what to do since they follow strictly on their SOP (pressing phones at our site) while our bosses asking us why they come and press phone without doing anything? I have been put in a hard situation to deal with them and nowadays i pray hard for Maxis devices in our office to not making problems again. I hate to deal with their "MaxPert" ppl ever again.

Why is the Maxpert allowed to touch your BTU and measure the fibre signals? They're allowed to configure your BTU?
Your story doesn't sound right and look very obviously made up.

The Maxpert is only allowed to configure their supplied router beyond the Ethernet port of your TM supplied BTU unit.

It's weird that you call yourself a Maxis re-seller but don't even know your own company's SOP?

Competition sucks in Malaysia and everywhere.

What makes you think that there's no such dirty playing tactics of resellers trying to downplay other ISPs by making up stories on forums?

If you have trouble, why not report to the telco direct and if no action taken go straight to MCMC or if you feel cheated make a police report?
The worst quit the ISP and make a switch to another ISP?

Should it not work out well with your isolated case, doesn't mean it will not work out for others right?

Bullseye! Are you psychic?

This post has been edited by soonwai: Dec 7 2019, 12:28 AM

Yes, doesnt sound right to me. If not mistaken, only a few areas that only Maxtech can do that without present of TM like Nilai or Puchong. Hmmm. For dongle, 4G will depends on your coverage area. If your area sucks (for Maxis), dont bother about it. How to know your dongle is working or not, just check their light indicator on dongle. Blue is ready and in standby mode. Red, you need to call their 123 to activate.

He mentioned TM BTU himself in his story.That enough tells you that his area is under TM HSBB wholesale coverage.

Right, so for you, every complaints about Maxis in this forum, facebook, twitter & every social media is fake, perpetrated by "TM reseller & ambassador"
No one can complain about Maxis fiber because they are perfect, they have no issues whatsoever, all issues comes from TM, Maxis never gives any issues to their customers

Talk about hardcore fanboy tapi taknak mengaku dia fanboy, what a retard

This post has been edited by sHawTY: Dec 9 2019, 09:33 AM

TM ambassadors calling those who express comments about them "retards"

Keep up the good public relations, TM. You have one of the most useless CEOs around.

when those rm6k IT workers are idiots and even the senior lead is half-idiot, what do you expect from those earning half the salary? even some people here in forum who call themself advanced user is a joke to those who really know

Do Maxis actually send their Maxperts to your place for solving internet problems? Or are the one you get are not Maxperts but just the standard run of the mill technicians?

According to this link https://www.imoney.my/articles/maxis-maxper...eally-need-them you might need to pay for Maxis Maxpert for certain of Maxis Broadband plan.

I once had a Maxis technician or maybe a Maxpert in a Maxis business broadband installation who told me that he does not know how to configure the dhcp function of the Maxis router. Well, not sure if this technician or Maxpert was just lazy or just not properly trained.

Make it viral ts

i'm surprised no one tags Maxis here

come help solve TS problem, Maxis

This post has been edited by squall0833: Dec 11 2019, 04:04 PM