I wanted to switch from unifi to Maxis Prime fibre - don't ask me why I regret now

So the story - Maxis raised a TM case for fibre switching , ask me to go TM point notify them. Ok done - but somehow TM point counter staff give me a termination form, say Maxis will do the termination after maxis fibre install habis.

Maxis failed to install Fibre while my unifi was still okay on Last Friday. the Maxpert said it was "Share BTU order" so they use my existing huawei BTU - found that Lan2 port no led.

Ok fine, I replaced BTU with TM - then ask for new installation date asap - Wow Maxis lanci saya cakap "Pls wait 7 working days response from installation team" no ETA no action can be done from me.

Today - exactly 12am My unifi got terminated *surprised pikachu face* - TM point counter staff claimed that it was Maxis terminating and now there is no port for me to restore my Unifi.


Wow.... Maxis and TM - Both main pusing saje.....2 MCMC aduan for both of them.

So guys, anyone face the same problem...? Or anyone can answer the subject? And how do i proceed from here to get my Fibre back?

Yes, they can terminate on behalf of you because you gave them permission. Didn't you ask to switch to Maxis?

Why suddenly you upset.

Because the correct process is to wait my New Fibre line to be installed successfully and follow up with me first! - The fact is : Maxis failed to install the fibre so they should not terminate my Unifi yet and they did not give me any Maxis router and USB doggle yet.

Official statement from themselves : -
https://www.maxis.com.my/support/join-us/ho...to-maxis-fibre/

I believe the case if that there are not enough ports in your area. Thus, in order for Maxis to install their service, you need to terminate Unifi first to free up the port. Only then will there be one space for Maxis to your house.

So if you install your Maxis (or are going to), i.e. Maxis already book the port, then of course you cannot install back Unifi. Because that last remaining port was taken by you (under Maxis).

Is Maxis still proceeding with the installation?

I hope so, because I am getting this response on the phone - "Pls wait 7 working days response from installation team" ranting.gif no ETA no way to expedite.

Very much what I was told also. TM will terminate you when Maxis is installed and activated, usually the same day. This new procedure is a requirement from TM, in which they do not allow like last time where ppl install Maxis first and submit the pink form for termination of Unifi.

They are probably dealing with the port transfer/ protocol etc. Just wait 7 days (sucks, I know), after which you can really go after them

Well, nobody told me that... thanks but I wish they update the statement and its frontliners/ Sales to prevent scam... If I have the time and private lawyer I would have sue them already...

Is ok - MCMC shots fired away - this is not right at all. They promised smooth transition but instead they give me outage now, still taking the same bill payment from me.

Do u have the registration id? Let me check for u

I have pm you that, thank you

Update : Maxpert call me again - According to his "very busy schedule" it can't be done ASAP so I had to use a begging tone and secured a Saturday noon schedule (originally he said next monday)...


If anyone has a way to level up this escalation can pm me

This post has been edited by stinger: Jun 23 2020, 08:52 PM

Maxis is not allowed to touch or do any termination of port. Anything from the fibre modem(ONT) onwards is out of their responsibility. They can only act from the supplied router their give you that is plugged into the ONT and your account.

Last year it used to be that if you intend to switch from Unifi to Maxis, you would first apply for Maxis to come install their new router into port 2 of your ONT, then ask their customer to fill up a TM termination form request with their signature of approval which Maxis will hand over to TM after the installation is complete to terminate your Unifi account. The router which supplied is the to the customer is their property so you don't have to return anything because the ONT will continued to be used.

Maxis switchover was quite a runaway success, until TM wasn't too happy about this. They told Maxis that if in future customers want to switch, they'll have to personally terminate their lines and return their ports first befdore applying for a fresh install which includes returning their BTU/ONT back first.

Maxis can only terminate your account but they have no control over the ports assignment.

I have pm u.

Don't worry. Your port still belongs to u haha.

Today the installation failed again. I have noted the Maxis installation team to bring their own BTU/ONT modem again but they did not bring any. I have also pushed them if you can't get a BTU please get a TM guy with you - no TM guy came and he just sat there for an hour checking with Maxis internal system team and TM system team.

This time Maxis technician claimed it is TM system problem [for not able to activate Port2] - but at the same time not able to provide me a USB donggle for temporary WIFI internet. Informed me to call Maxis Customer again and I have getting the same response from Customer Care agent : - They will check with installation team again and currently unable to provide any Loan USB donggle for WIFI internet now.

Again with Maxis ETA response : all with SLA 5 working day response whenever I ask how long this will be fixed??

This is madness to have anyone accept such delay and repeated mistakes.... I am repeating the same process all over again and there is no resolution for another 1 week.



Ok fine, shoot another MCMC complain for Maxis Customer Care failing to provide customer a workaround when the technical team said it could be done.

This post has been edited by stinger: Jun 27 2020, 02:48 PM

Update : its been nearly a month i lost fibre internet.. today it has been re-installed successfully - by tm and maxis technician together..



what was taking so long? Maxis did not gave a clear answer - Maxis pointing finger to TM, then TM said : check with Maxis I have done my part.
what was being done to fix ? Not sure whats going on back-end - it took more than 3 weeks! But on site TM tech came to replace BTU again.. and login to setup Vlan settings - then Maxpert just continue its usual installation

From frustrated to tired and now relieved - I can finally work from home again.

1 thing in doubt : -
- Maxpert never gave me the PPPOE credentials like streamyx and unifi.


along the way maxis guy kept selfie his install progress - I guess those were for my MCMC complaint?

Good to know your issue is resolved. For the PPPoe username and pw just login to your Maxis router and get it.