Hello all,


2 days ago, my internet suddenly went out (Maxis Fibre 30mbps). I am using a third-party router by the way. After hours of troubleshooting, I found out, the issue was with my Maxis Fibre account WAN login ID. When I tried with my brother's WAN ID (he's using Maxis Fibre too), I am able to login in the , and the internet connection back to normal. Hence, rule out any issue with my hardware.

I called their support tech, and they are unable to assist me, due to I am on a third-party router, even I've stated clearly, it's a clear issue with my login ID, nothing to do with my hardware, by they insist to not be able to assist due to me using a third-party router. Unfortunately, I've thrown away their router as it broke due to lightning long ago, and I don't have time to wait for their tech to come and replace it at the time as I was super busy.

So basically, I am out of options now. The only solution they gave me is to make a police report about my router, and to report is as missing, so they can issue me a new one. Which is, for me sounds stupid, and I don't think police allow faking a police report?

Hence, I gave up with Maxis' support. They are supposed to be giving me a solution since I am a paying customer, never miss my payment not even once. They are not even provided a temp WAN login ID, etc, to minimize service disruption, straight-up bad user experience and customer service.

I need to know the following:

1. What's the penalty fee for not returning the router upon termination?

2. I am planning to go for Unifi. Advisable? What's their best plan now?

3. Has anyone ever experienced the same issue I am facing now with WAN login problem? Kindly note I tried on 2 different routers, the same result. My brother's WAN account login works fine.

Thanks!

1) It is highly unlikely that you can forget your modem ID which is clearly listed on your monthly bill statement. It is clearly listed on your Maxis app when you log in on your phone.That is your WAN login ID. Should you fail to provide this during your call, the operator will already start suspecting you.

>> My ID suddenly not working. No changes made to the router, and all logins I have with me. The credential has never been changed and I believe even I want to change my WAN login, that's not possible on my end. The credential is not an issue here. The third-party router I am using has been for months, I believe more than 6 months, was working fine since then.

2) Also, how can your original Maxis router be thrown away just like that? You mean lightning strike until it melted the entire thing down or blow to bits?Are you telling the truth here?

>> Yes, I am telling the truth. I was told long ago that a router is not covered after some years of use, and I throw it because it's cheap to replace. I have in total of 3 working routers with me. There's no point in me keeping the broken one. As I said, it's cheap to replace. What I am not aware of, is that they keep getting back to the router I am using, while clearly, the issue was with my WAN ID of which they can troubleshoot on their end without sending any technical person to my place. That's all I am asking. Not even once I am requesting for router replacement. A router is a router. That's it.

3) Maxis will attempt to arrange a Maxpert technician to visit your REGISTERED address to have a look at your line, if this last chance is turned down, they already know something is not right.

>> They turned me down simply because I wasn't using their router. Like I mentioned, the hardware is not an issue here as it works with other WAN ID. They mentioned that on their end, my account is online and should be working fine while clearly it isn't. They tried to reset it once tho, however, the same result.

You are not attempting to use a "ROGUE" 3rd party router to connect from somewhere else other than your registered address are you? Like buying a 3rd party router and try to use is at some other TM Unifi HSBB fibre modem/VDSL modem at other places? Your account will be locked if duplicated logins are detected after several attempts to prevent account thieves.

You're a paying customer that's fine, but what you're requesting allows a person to establish rogue connections elsewhere on their network which is against their ToS. They might not entertain you on this, unless you request for their technician to pay a visit to your REGISTERED address for confirmation of your report.


>> Why would I want to do that. Lol. Everything is at my REGISTERED address. There are zero reasons why I would want to go try using my ID to log in at other places. I was using my own internet, at my registered address, where suddenly my internet stop working. Until I found out it's an issue with my WAN ID.

My point is, if they really block my access on their end, they could've have known it since it's their own action. In this case, they don't. My account status is Online on their end. I am not able to use my internet which I've paid for until today. Which is sad. I am a server administrator, doing remote work accessing servers of my client so having internet connection up and running 24/7 is a must for me. Maxis disappoint me. The reason I chose them over Unifi is for their support. They failed me this time. All the people I talked to don't seem to know anything about technicality and all of them trying to push it to the router while clearly that isn't the issue.

This post has been edited by lan00: Mar 19 2020, 08:02 PM

I've pm'ed you with the details.

My issue has been resolved by Mr. Faizal, Maxis technical staff which has given me a call and I've walked him through the problem.

He managed to find out the problem with my WAN login ID, where it's being used somewhere in Serdang. He shut that connection off, and then I am able to log in again, and my connection is restored. Thanks!

He suspected it's being used elsewhere either the other user really stole my ID, or that it was misconfigured by Maxis's staff. Meaning they mistakenly using my ID and configured it in someone else's modem

This is the kind of technical support I requested, which is to really look into the issue and got it solved, instead of trying to blame something that is totally unrelated and not even trying to understand the problem. I am a technical person myself, I've been providing technical support to my clients. Been doing it close to 10 years. I know how technical support should be delivered and worked on.

This is all resolved over a simple phone call, without the need for any technical person to come over. Again, special thanks to Mr. Faizal, who professionally resolved the problem. You deserve a pay rise!

I've been told that it's probably because me and my brother connected to the same call station. This is what the CS told me, which is why I am able to login using my brother's WAN ID and none of us got blocked. I believe from my understanding here, only when connecting to different call stations (i.e server) using the same login, only then they will be able to detect it.

My brother lives near to me, just the next section, hence why I can use his WAN ID, and none of us got blocked. From his explanation, it seems like that way, they are not seeing 2 connections from 1 WAN ID, as it's connected to the same call station.

The other person using my ID is in Serdang, hence they can detect it and the block takes place immediately. When they disconnect the other user, I am able to login immediately.