PMFJI. While the cable may have been fixed, it seems TM has not yet re-routed back traffic to the "normal" routes as per before. Some US routes are still going through HK etc which causes lag.

And TM has not bothered to update the announcement on their website since it was posted on 20 Dec 2008. Even when the estimated completion was delayed from 31 Dec 2008 to 04 Jan 2009, there was no update on the website. One would think they would have the latest updates on their website for their Internet customers.

Things are not settled. Although better than when there was the cable cuts, it is not entirely back to normal. There are international sites having ping times of over 500ms which normally is approx 250ms. There is packet loss to some sites.

I have reported this to TM. We all need to co-operate on this. A supervisor in TM is now aware of this thread and hopefully it will be passed on to the technical department.

So please, Streamyx users still having slow connection, post some info. Maybe the IP you are connected to, the ping results to slow sites. Keep it simple and professional please. I have provided them 3 IPs in various parts of the US currently having over 500ms ping times. Please continue to provide more info.

Also, if you haven;t done so, please spare 10 mins or so and call 1-300 88 9515 and make a complaint and get a report number. The more of us complain, chances are better they will see there is an actual problem. You can also email help@tm.com.my and make a report.


This post has been edited by mylinear: Jan 7 2009, 04:39 PM

This is an example of the routing problem. The above is located in NY, USA. Instead of taking a direct US route, it takes MY -> HK -> Tokyo -> LA -> NY. There is normally a lag in the HK link. Obviously TM engineers have not optimized routes or re-routed traffic back to normal routes.

In this case, the above host or the node before that appears not to be responding to ping or tracert requests, hence the unreachable status. This happens from other locations as well, not just Streamyx connection.

s7ran9er , is your connection really ok or you are just joking?

pauzai and mancy, are you getting pings of 500-600ms to facebook? Please post ping results.

This post has been edited by mylinear: Jan 7 2009, 10:23 PM

Dare we hope things will get better soon...?

Now TM has an announcement that there is service interruption in certain areas in Klang Valley and restoration is in progress.

And there is maintenance work in Kelana Jaya from 11pm 07 Jan to 3am 08 Jan.

Are you on a 384K or 512K package? 60ms is still ok.

Don't use cnn.com to test ping. That site does not respond to ping, hence the 100% packet loss. The site is up and accessible though.

They have many supervisors / team leads on duty depending on shift. I suggest you call 1-300 88 9515, give your login id, name etc. Make a report, just bear with them and answer their questions (although not related to this problem). Make sure they are making a report and ask for a report number.

Once done, then ask to speak to a supervisor. Be warned, they will put you on hold for a long time. If you get through to the supervisor, you have a report number as reference.

You have to be very very patient. 2 days ago, twice I called, twice on hold for 15 mins and still didn't get to them. Yesterday first time on hold for 10 mins then the line got cut off.

TM Level-1 is only good for troubleshooting problems on our side or the port. They just make a report and pass it to the technical people. We do not have access to the technical people who can actually look into such problems as links and connectivity issues.

TM Level-1 is the firewall protecting the rest of TM personnel. However, with patience and persistance, you may be able to get through a crack in the firewall sometimes.

And be warned... just because you get to a supervisor does not mean you are going to get better answers... A supervisor does not mean Level-2. It just means Level-1 team leader. You just may have a better chance of the issue being escalated to the right people.

Please let us know how it goes. Take your BP pill first...


This post has been edited by mylinear: Jan 8 2009, 11:40 AM

I wonder if TM will get into such a project.

http://tinyurl.com/8cq2dj

What times do you get when you ping www.tm.net.my? I think you should get less than 40ms.



This post has been edited by mylinear: Jan 8 2009, 12:40 PM

everest , are you in Klang Valley? Supposedly there is some service interruptions in certain areas.

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Added on January 8, 2009, 12:49 pmDon't know. It was working a few minutes ago.

Try ping 202.188.0.133 instead.


This post has been edited by mylinear: Jan 8 2009, 12:49 PM

LLawliet , your ping times are a bit high. With 1Mbps package, you should get similar to paqralos ping times, ie 10-20ms. But I don't think you will notice too much slow loading of local sites even with your ping times.

You can do the bandwidth / speedometer test at the TM website and check your results with the TM support to make sure your 1Mbps package is giving you expected results.

eltaria , you need to call 1-300 88 9515 and insist you want to speak to a supervisor / team leader. Different people are on different shifts. There is no way to get to them directly. You may have better luck being a corporate user??

The current service interrruption in the Klang Valley is due to problems at TM BRAS/BBRAS (Broadband Remote Access Servers). This is causing the network issues at the moment. Supposedly thousands of customers are affected by this.

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Added on January 8, 2009, 2:57 pmeltaria, what did they say was the problem?


This post has been edited by mylinear: Jan 8 2009, 02:57 PM

I have made a personnel of the Streamyx / Internet Complaints dept aware of this thread. I have also asked the manager / asst manager of the dept to be made aware of this thread.

Well, that is true. But being aware is the first step. We can only hope.

Whoever from TM who is reading this now knows what users are complaining about. And users now know at least 2-3 people are aware of these complaints. Let us see whether you do the correct thing and highlight all these to the relevant depts for action to be taken.

And it is high time TM management does something to compensate users. A minimum of half month to a month of subscription fee should be refunded to users.

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Added on January 8, 2009, 4:56 pmWell, finally TM has just updated its website announcement and removed the 20 Dec cable cut news which was never updated.


This post has been edited by mylinear: Jan 8 2009, 04:56 PM

Yes, I don't think they re-routed traffic back to normal after the cable cuts were fixed. Or they have not optimized routing procedures.

The BRAS at CyberJaya is supposed to be fixed by tonight. Maybe that was giving problems for the past few days but it was only noticed yesterday. I wonder if they have round-the-clock monitoring.

Using ping -n 10 will do. It should show packet loss if any. At most -n 20.

If everyone ping -n 50, TM will think there is a DDOS attack and pull out the cable...