Dear Mr. xxx,

Thank you for your e-mail. Firstly, we would like to apologise for the late reply.

We refer to your query on your Streamyx connection issue. We regret to know that you are facing such difficulties. However, we would like to advise you to do basic troubleshooting in order for us to streamline the problem occured.

1) Bypass splitter/micro filter/fax machine/lightning protector.

2) Stand alone connection, from wall socket to modem (No parallel line).

3) Flush DNS (Domain Name Server)
a) For Windows 98/ME:
- Click on "Start" button, go to "run"
- Type "winipcfg" and then click "OK"
- Select your network card name from the adapter drop-down menu
- Click on "Release" button
- The IP address should display 0.0.0.0. Then click "Renew All"
- Click "OK" to close the window

b) For Windows XP/2000:
- Click on "Start" button, go to "run"
- Type "command", click "OK"
- Type in "ipconfig /flushdns", then press "Enter"
- Make sure the result is "Successfully flushed the DNS Resolver cache"
- Type "exit" and press "Enter" to close the window screen

c) For Windows Vista:
- Click the Microsoft Vista Start logo in the bottom left corner of the screen
- Click "All Programs"
- Click "Accessories"- Right-click on "Command Prompt"
- Select "Run As Administrator"
- In the command window, type in "ipconfig/flushdns", then press "Enter"
- You should see the result "Successfully flushed the DNS Resolver Cache"

d) For Mac OSX:
- Double click on "Macintosh HD"
- Click On "Applications", followed by "Utilities". Locate "Terminal.app",double click it.
- A new "Terminal" will open.
- To IP Config: Type in "ifconfig" at the command prompt.
- To Flush dns: Type in "lookupd -flushcache" at the command prompt.

4) Switch off the modem, unplug/re-plug all cables, wait for 5 to 10 minutes before switching on the modem.

5) Create new dialer and configure DNS (Domain Name Server).- (Preferred DNS Server: 202.188.0.133/Alternate DNS Server: 202.188.1.5)

6) Clear Temporary Files, Delete Cookies and Delete Files under Internet Options.
7) Clear SSL Certificates (Internet Option).- Click on "Tools"- Select "Internet Options"- Click on "Content" tab- Click on "Clear SSL State"

8) Restore default browser settings.- Click on "Tools"- Select "Internet Options"- Select "Advanced"- Click on "Restore Defaults"

9) Temporarily disable firewall settings.

10) Perform Windows scan.

11) Temporarily disable antivirus software.

12) Disable P2P application.

13) Reboot computer and the modem.

14) Do a bandwidth test from our website as follows:(http://202.188.95.52:8080/speedometer/)
However, if the result is below 70% of the required speed, please reply us by attaching the result in kbits.

You can also contact our Technical Department at 100 and select "Internet Services", if you need further assistance on the troubleshooting above and if the problem still persists, please provide us the following details for further action.
1) Username: xxxxx@streamyx
2) Contact Person: Mr. xxx
3) Contact Number
- Home/Office:
- Mobile phone: xxxxxxxxxxxx
4) Operating System:
5) Modem Brand:
6) Service Number:
7) Streamyx Package: Deal Streamyx G.Lite Home 512k Basic 66 to 1.0M Basic 77 - Without Modem (Upgrade Incentive)
8) 1 Bandwidth Test Result:
9) When the problem occurred:
10) When is the best time to call you:

Please be assured that we will provide you with assistance upon receiving your e-mail.

For further assistance or feedback, kindly e-mail us at help@tm.com.my . Alternatively, you can also contact TM at 100 and select "Internet Services". 

We would like to thank you for your feedback and we look forward to serving you better. 

Regards,
Xxxx Xxxxxx
Customer Care Support, Internet Services,
Customer Service Management,
TM Retail.
www.tm.com.my

(ICOMS#8584228-493603)