after talking to them today they said the problem is the server as not only me getting disconnects now but 2-3 other customers with same problem

i have disconnected 48 times today and it’s 2:59pm only today

i asked them previously what they fixed and on the report it is written that the vendor changed the “slot card for the server back end” i don’t even know what that means

anyways today they said it’s server problem and their server technical team is looking into it …

they called me . i live in damansara utama. now they said their technician traced the issue to a port / cable connection at one of their servers in ttdi and are in the progress of fixing

48 times, not even my ADSL disconnect that often in 1 day, as reconnect take 30s - 2m and only happen during hot/bad weather.

bro... just want to ask how/where you detect/see the disconnect with the happen time ...
just for info so we can learn how to monitor... thanks.

Does the ip address changes each time you disconnect and reconnect again?

Hey everyone, sorry for not updating for a bit but the problem has resolved and I have been enjoying great internet with zero disconnects since.

So, to continue my story and tell you all how I solved it - after they changed the “slot” thing which they explained to me (earlier posts willl describe what was done) my internet was great, but after 2 days, it went back to the same crap. Disconnecting almost 30 times a day I can’t even have a zoom video call without getting kicked out.

So, I called them again and said the problem wasn’t resolved at the same time I made a complain to MCMC via email through their website.

The day after - someone whatsapped me from their Level 2 with a hand phone number stating they are reopening my earlier report and looking into it. They said the technicians will fix my issue that night itself.

Around 12am that night, my internet died until like the very next morning. And when the internet reactivated - it was very smooth, and I only disconnected like 4-5 times that day. So the person on the WhatsApp asked me how was it?

To be honest I was cheeky and said it was still the same and that I was disconnecting still lol although the disconnects dropped to only 4 times a day which was bearable! She then said the technician will relook into it and that very night my internet went down again.

And from that day until now - I have never disconnected even once. It’s pretty amazing.

I asked the person on WhatsApp what they did and asked them to explain this is what they said, I am not a tech guy so go figure it out because I don’t even understand myself lol. They said they did an optimisation network at TM Node Level. And that’s when I dropped to around 4 disconnects.

And when I complained again they said they “fined tuned further the network optimisation at TM Node” and that’s when I did not disconnect till today…

My 500mbps speed also increased slightly I think to around 550-560 (or maybe it was already like this, not sure)

This post has been edited by Phonzy: Aug 9 2021, 05:16 AM

Been following your thread even though I've never posted (a good thing, since all my initial assumptions would have been wrong anyway), and it's good to know you finally got it sorted with the TM buffoons.

Also, you weren't being cheeky at all like you claimed in your last post. Being disconnected "only" 4-5 times a day after the initial fix would still be very bad, imho. Heck, getting disconnected 4-5 times a month would be unacceptable (especially considering what we pay for broadband here relative to neighbouring countries), so it's good that you didn't settle for that and made them buck up further.

Hope you've seen the last of it and can now truly get what you paid for.

This post has been edited by G-17: Aug 8 2021, 09:36 PM

Hi sorry out of topic. IF let say I buy my own router eg Asus etc, how is the installation? Is it plug and play? or do I need to configure anything? And can you guys suggest me the best router for 100 mbps? Thanks.

Not plug and play, you will have to ask CS for the PPPoE username and password, then can setup your new router in that mode with the credentials

for 100Mbps I think TP-Link AX series will do

I started experiencing something similar to TS. It is not so serious until 20-30 times restart a day, but at least 2-3 times. It starts happening since couple weeks ago. The PON light on the modem will flash, and PPPoE connection on the mesh wifi will dc and reconnect, within 10 secs.

This post has been edited by victor_hoh: Jun 10 2022, 09:40 AM

Last time my mesh always disconnected. I solved the problem by closing 2.4ghz connection.

I've been having this since COVID lockdown until even now. On good days I dc 1-2 times and at times I don't notice. On bad days I disconnect like a dozen times throughout the whole day. Play games at night I can dc 2-3 times in a span of an hour or 2.

I need to call Unifi zZz, I'm still on copper line haha

This post has been edited by siles1991: May 30 2022, 01:16 PM

copper line no hope to fix issues like this. they pick up noise easily for other source.

guh darn, want to change to fiber but my house is really bad for WiFi. Thinking of using Mesh WiFi but don't know how good it'll be.

change to fiber first ... you will see vast stable fast internet.

mesh you may lose half speed/bandwidth from main router.

I'm on copper because router is in my room, trying to avoid drilling holes. I'm the one using internet the most and need stable internet with low latency. I saw Linus review some Mesh and speed is pretty good if you connect the Mesh to the PC using LAN, but I don't know about latency.

bro... just want to ask how/where you detect/see the disconnect with the happen time ..

I'm having the same issue since 2 weeks.. but when checked with Unifi CS they telling me at their end can't see the disconnect/reconnect issue.. weird thing is when the disconnect happens the light on router still is solid green..

1 of the technician whom came over before told me that during other customer installation they had somehow broken my fibre cable thus there wasn't internet for me about 2 days plus but nw I'm having this disconnect/reconnecting issues.. ☹️

Same here. The disconnecting constantly happened at night around 10pm - 2am. When it disconnected the modem LOS is still solid green but after restarting then it turned out blinking red light. I called the the helpline and they sent the technician for 3 times but still can't fix the issue.

1st visit: the technician suggested to change the router so I was forced to renewed my contract to change for a new router. Issue persists.

2nd visit: the technician claimed there's error in their hq server that detected only for my account for this area. So they reset my port and claimed issue solved. But issue persists.

3rd visit: the technician (same technician as the 2nd visit) claimed I didn't use a router for my mesh WiFi that caused the disconnection (which I think he was bullshitting me) and he helped to to connect back my router to my mesh WiFi. But issue still persists.

And now I still keep getting the disconnection and I'm tired to call unifi to for the solution anymore. I need help man.

I was just Googling around because I'm having an issue, encountered this post and read it till the end. One of the best posts here.

I was impressed with the Level 2 Support that TM Unifi team had provided to you. Absolutely impressive, Level 2 Support.

Credit to them and thank you very much for your story.

anyone knows how to fix SC-SC fiber optic cable from TM port to house DIY?

I rather lay my own high end cable then relying TM at this point, as i doubt their service quality of the cables provided and would like to experiment it myself