Dear Ms ,

We refer to your complaint which was received through Malaysian Communications and Multimedia Commission (MCMC). Firstly, our appreciation for bringing this matter to our attention and sincere apologies for the inconvenience caused.
Firstly, we would like to record our sincerest gratitude and appreciation to you for subscribing to TM services. At TM, we value your queries and feedback to continuously improve our services and serve you better.

With regards to the internet service issues at your premise, we understand your frustration regarding this matter. Based on the technical report (), we hereby would like to confirm that your technical issue created on 3rd March 2021. Upon checking in our system, we found *VPN trace route* customer involved with the major breakdown in Europe due to fibre cut. As a result, almost the traffic diverted to US region and most of the available contingency backhauls and up streams congested during peak hours. The estimate time to resolved (ETTR) is 19th March 2021. *From the ping plotter results, the results are within acceptable range. Benchmark high latency issues and slow browsing of certain IPs or websites for US is <270ms.* (refer attachment)

We wish to take this opportunity to thank you for your continued patience and understanding as well as extend our appreciation for your continuous support to TM.
We hope the above explanation clarifies on the matter. We look forward to serve you and we welcome any feedback as we are continuously improving on our product and services. Should you require any further clarification, kindly visit http://www.tm.com.my. Alternatively, you can email us at help@tm.com.my, tweet us @TMConnects or connect with us via Facebook at Everyone Connects.
Again, we regret the inconvenience caused and we thank you for your understanding and support.

Thank you.

Regards,
Farhana
Group Customer Experience (GCX)
Telekom Malaysia Berhad