Dear Sir, 

We refer to your complaint on the above matter.

We have been informed by TM that the root cause of the problem is due to the international link connectivity.

We wish to refer you to Commission Determination On The Mandatory Standards for Quality of Service on Broadband Access Service (Determination No. 1 of 2007) on the current Standards for Network Performance.

If the site you are accessing or downloading hosted outside of Malaysia, it is beyond our jurisdiction and our local Internet Service Provider (ISP) has no control on the throughput as it is subject to the inter-ISP connectivity for both domestic and international links. You may view the above Determination at the following link in our website - http://www.skmm.gov.my/mcmc/what_we_do/qos/index.asp

We hope the above clarify the matter. Should you have any other issues i.e service disruption, please provide the details for our further action.

Thank you.

Regards,

SKMM Consumer Complaints Bureau
Suruhanjaya Komunikasi dan Multimedia Malaysia
63000 Cyberjaya, Selangor

Dear Team,

Please note that you were copied on this e-mail below.

Please assist customer accordingly urgently, since he has already
brought it up to SKMM.

Thank you

Feedback TM

Dear,

We refer to your complaint which was received through Malaysian Communication and Multimedia Commission (MCMC).

We wish to inform you that, currently there is a disruption of internet services due to APCN2 submarine cable breakdown, hence most of Streamyx subscriber may now experience slow browsing while accessing to the International Website/ Links. Restoration works is still in progress & the estimated time to restore is 5th March 2009.

If you are still having the same problem upon the completion, please revert for further action. Thank you for your understanding and patience.

Regards,
Rapid Response Team
Compliance & Complaint Management
CCMIS (Contact Centre Management & Internet Services)
CSM, TM Retail