getting frequent time out when i ping to tm dns server.

Dear Mr. ,

Many thanks for writing your valuable feedback and inputs. We wish to assure you that TM takes feedback from customers very seriously, especially when it relates to the quality of our services.

Please be informed that we have received a feedback from our technical team. Our technical team have verified that there is no issue on our network. Please note that the fluctuation of International Link performance issue is subject to the inter-ISP connectivity, for both domestic and international; and is not solely dependant on the Local ISP.

While all our policies are in place to ensure better service assurance domestically, it is very unlikely that any ISP would be able to guarantee an end-to-end performance to international sites. As we do recognize that our customer base has increased, we are making continuous efforts to upgrade our infrastructure to meet the requirement for higher bandwidth capacity.

One of common factor for slow connection towards International Link is the Internet traffic; dependant on which websites or Internet services you are using, which may be routed locally or overseas. When too many people are trying to connect to the websites at the same time, it will congest the network that affects the connection speed going through.

Another case for the slow bandwidth is the increase usage of P2P, hogging of the bandwidth for Internet file sharing applications. Even though we have provided each subscriber with an allocated bandwidth, subscribers may also use the allocation that is unused by others. Unfortunately, the P2P takes more than the allocated bandwidth thus causing undue setbacks for others, as it affects the connection speed when they want to use the service.

As an Internet Service Provider, TM's role is in providing Internet connectivity and access; but is unable to guarantee the delivery of the contents and performance of the host; which is not within the domain of TM. In fact as part of our network performance policy, our international traffic management capability is designed to cater for all customers' requirements to ensure they have optimal experience using the Internet.

We hope that the above explanation clarifies on the highlighted issue. We wish to thank you for your continued patience and understanding as well as extend our appreciation for your continuous support of TM's products and services.

We also hope that you will accept our sincere apologies if we have not met your expectation on this occasion. We are constantly improving our services and your constructive feedback is highly appreciated.


Regards,

Mohd Zulfadli B Mohammad Zulkifly
Customer Care Support, Internet Services,
Customer Service Management,
TM Retail.

www.tm.com.my

(ICOMS#9102222-591489)