From:      TM Customer Care Support (help@tm.net.my)
Sent:  Saturday, 25 Apr, 2009 9: 01 PM
To: xxxxxxxxx@hotmail.com

Dear Mr. Tan,

Thank you for contacting TM. Firstly, we would like to apologise for the late response.

Referring to your e-mail dated 24th April 2009 on your Streamyx connection issue, the inconvenience you have experienced is regretted. However, in response to the complaint, we would like to clarify that the TM Streamyx service provided is based on ?best effort? basis. This is stipulated in the terms and conditions that is stated in the Streamyx application form, our brochures and also on our website (www.streamyx.com.my).

A ?best effort? service means that we are unable to offer any throughput guarantees or a 100% of the subscribed speed. However, at TM , we consistently strive to do our best to provide our customers with the fastest connection within the allowance of their set-up or individual conditions. The technology used for our Streamyx is based on ADSL running through copper wires, which does not allow us to guarantee the throughput speed. According to the Mandatory Standards for Quality of Service as determined by the Malaysian Communication and Multimedia Commission (MCMC) i.e. at least 90% of the subscribed speed should be provided to subscribers.

We would like to assure you that TM is doing our best to comply within the 'best-effort' benchmark of 90% throughput.

We wish to inform you that actual connection speeds are also dependant on various factors. The different parts of the Internet network do contribute to your overall online experience, such as your computer?s hardware specifications and performance, modem, internal telephone cabling, local loop, Point-of-Presence (PoP), Internet traffic, international connectivity, etc. 

The connection also varies according to the distance and condition of the telephone wires connecting your house to the nearest TM exchange. The speed will encounter a deterioration over the distance between your computer to the TM Exchange. Another common factor is the Internet traffic; dependant on which websites or Internet services you are using, which may be routed locally or overseas.

If a Web site has particularly high traffic at the time you are trying to access it, your slow connection speed could be the fault of the Web site. 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.

Depending on website that you browse, some of websites can be found slow to be accessed due to security reason (such as firewall) and traffic management in avoiding DDOS (Distributed-Denial of Service) attack.

Kindly note that our level best is up to ensuring the domestic network/local access portion working in order. Please be assured that as we increase our broadband subscribers we are also upgrading the network capacity based on the allocation of bandwidth per subscriber and best practices of Internet Service Providers.

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 our priority is to enable a positive customer experience, we hope to make our customers aware on the importance of practicing responsible usage of the Internet. While we are not against the use of P2P, we would like to make our customers aware that the usage of excessive P2P does impact the overall service availability to all customers.

Furthermore, kindly notify that mostly the bussiness accounts using SDSL or TM Direct service for their connection compare to ADSL service for home user. SDSL (Symmetric Digital Subscriber Line) is high-speed Internet access service with matching upstream and downstream data rates. That is, data can be sent to the Internet from the client machine or received from the Internet with equal bandwidth availability in both directions.
The SDSL network set-up (where it only supports data), there will be no network element of voice network (PSTN). The customer is connected directly into the broadband Network.

TM Direct is a service from TM which gives you round-the-clock monitoring and support as well as the flexibility of running servers, systems and heavy multimedia applications. The benefits of TM Direct are:
1. Dedicated Digital Internet Access
2. Unlimited IP Addresses
3. A stable connection which allows many networks to share a single internet access line

Therefore, we wish to advise you to test your speed first using our speedometer from our website (http://219.93.175.234/) if you found that your connection is slow.Should your results indicate that your speed is below 90% of your subcribed speed, kindly revert back to us for further action. Please also provide us with the following details for our reference:

1) Contact person:
2) Latest Contact number:
3) When is the best time to call (During this time, please make sure you have access to the PC):
4) Username:

Thank you once again for your support and co-operation. We hope that our explanation have revert to your queries.

We look forward in serving you better.


Regards,

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

www.tm.com.my

(ICOMS#9079332-583624)