Calling 100, the Level-1 support said the current slow connection problem is due to the following:
1. Satellite crash
2. Streamyx cables need to be replaced.
No estimate of when problem will be solved. You have to walk-in to TM Point to ask about cable replacement.

Can you all also please call 100 and see what other sorts of explanations they give?

Calling TM HQ (Streamyx Complaints department), they don't know anything. They don't know there is a problem let alone when it will be solved. Unbelievable. I asked them to call 100 and listen to the announcement about slow connection and then find out from the relevant technical departments about this problem. Let me see if they call me back.

Obviously, the communications within TM departments is very very poor as there is no updates to each other.

TM called me to say that there is an international link problem to Los Angeles / San Jose causing the slow connections. Estimated time for fix is 25 Feb.

Hopefully this is not some old problem news or just something to say so that another couple of days will pass by.

If this is true, there is no announcement about this on their website or their helpdesk system. Lets see now if they update their website or come out with some press release.

And I asked whether it has anything to do with the satellite crash mentioned above. No. The satellite must have fallen directly on the Level-1 support's head.

That www.tm.net.my has its own problem. It was not accessible for past couple of days. This morning I could access it. But now I cannot. I think it is due to a DNS problem to the site. Try www.streamyx.com or www.tm.com.my. Those are ok.

Different ISPs may be using different international links.

Don't test using msn.com. The site does not respond to ping. The site is up and accessible though. Similar to cnn.com.

That site is in US.

What news are you looking for there? An explanation about the current problem? An update about the current problem? If so, please look harder and you will see that it is NOT there at this time...

Please see one of my previous posts.

As I was told this afternoon, there is a problem with their international link to US which is supposed to be fixed by 25th. There was no announcement about this. The customer service did not give out this info since they were not updated on this. If you call 100 now, they will tell you the same thing ans they were updated this afternoon also.

It appears to be that the problem with the international link that happened on the 10th which was fixed around the 20th did not solve the whole problem. So they have to still work on it now. Whether it is due to TM's own routing problems etc, we don't know. Whatever it is, it needs to be fixed.

I don't see anything confidential about this. What is unacceptable is that they do not bother to inform their customers or make an announcement on their website.

I have already told them that I want to request a refund and that TM should refund all their customers for a service which is way below what is expected. I will email them the same request.

I suggest everyone email and ask for a refund. Maybe that is the only way they will realise they have to pay attention to their customers.

There is supposed to be circuit faults between Kuantan - Tanjong Katong and Kitaibaraki – Muriyama – Machester US.

Ship supposed to arrive 28 Feb for repairs.

And you are of course going to share your discovery with the rest of us right?

Only TM can decide whether they want to give you a rebate. Basically they say that you can request it after the problem is solved. Then the Billing dept will decide on the case.

Although the announcement on the Streamyx website still says that the problem will be solved by 5 mar, when calling 100, they say that the problem was solved on 27 Feb.

When I asked whether people are still calling them to complain about slow connection, they say yes. But not many, because the problem is solved. I told them that people are not calling because they still think the problem will only be solved on 5 Mar, so no point calling them about slow connections.

Can you all please call 100 and get an update on the slow connection problem and post here what they say? If you are still having slow connection, please complain to them.

Since there is no update by TM on this problem on their website, we have to piece together bits of info to see what is going on. I also notice that the recorded message about the slow connection is no longer there when you call 100.

I thought the wire from the pole to the house is TM's responsiblity and we are not charged for it. The internal wiring from the junction box outside the house to the junction box inside your house /room is what they charge for.

According to 100, the slow connection problem was fixed on 27 Feb, although there is no announcement about it. Slow connections are still happening and now it may be about TM's network. People at 100 don't know anything except what they are told in their report. And they are not told much. They cannot even say what was supposedly fixed on 27 Feb.

Earlier at about 2.45pm, there was a massive lag within TM network. Local ping times of 45ms was showing 1000+ms. It seemed to clear after 20 mins or so. 100 says there is some planned maintenance untill 11 Mar. Exactly what maintenance is not known.

See:

http://www.streamyx.com/whats_new/whats_ne...rticle_20090305

They seem to be doing upgrades and maintenance to their networ. This could be one of the causes for connection issues.


This post has been edited by mylinear: Mar 5 2009, 11:28 AM

Please call 100 and check the announcements there. Maintenance in certain areas going on. Looks like the 11 Mar date I mentioned in a previous post is stated also.


This post has been edited by mylinear: Mar 5 2009, 12:11 PM

See:
http://www.streamyx.com/whats_new/whats_ne...rticle_20090306

And my first post at:
http://forum.lowyat.net/topic/954849/+20

There is an announcement at 100 regarding problems in certain areas in Klang Valley. Call 100 and find out if your area is affected. Or else make a report.

Do you know how that amount was calculated? What is your monthly package, RM88? Did they say for which period the rebate is for?

I had asked for a rebate (also for everyone else) for the APCN2 problem from 18 Feb - 05 Mar. However, I was told that TM could not give the rebate as the problem was outside their direct control. They can only rebate for problems under their control. But they did say that I would get a rebate for an earlier report which I had made, also due to slow connections. I have to wait for my next bill to see what the rebate is.

Thanks for the info. That is right, as I said above, the APCN2 problem will not get you any rebate.

I hope most of you had called 100 and made a report before they announced the problem. I have said a few times in my previous posts for everyone to call 100 and get a report number. As tech3910 said, that will help you ask for a rebate. That's at least better than just complaining here and still having the problems.

And since they have already announced that the APCN2 problem is fixed, those still having slow connections should make a report not only so that the problem can be checked on, but also as a basis to try to ask for a rebate. The current slow connection is a TM problem. The more they have to rebate, the faster they may do something to fix all this so as not to lose more money.

Again, this is not to simply disturb TM customer service, its to stand up for your rights to get what you are paying for. Really no point us all complaining here as we all know its slow and there's nothing much we can do to fix it ourselves.