Dear Sir,

We refer to your complaint to Malaysian Communications and Multimedia Commission (MCMC) dated 21 April 2009.

We acknowledge that your domestic throughput result to date is within the range of your subscribed package. Please be informed that your current subscription comes with dynamic IP allocations which also complies with the rules of a contended broadband service, hence the performance is always subject to the congestion of network traffic or possibilities of link outages. We hereby wish to confirm that, all other aspects on internet connectivity from provider's end has been verified and proven to be working in accordance with the Mandatory Standards for Quality of Services as per regulated by the Commission. However, we noted on your experience on accessing some of the intended destinations. As such, our international links had just been reinstated and we're expecting improvements of the browsing performance gradually throughout the week.

Please note that the fluctuation of International Link performance 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. We look forward to enhance your browsing experience come the next quarter of the year.

We apologize for the inconveniences caused.


Regards,
Harris Mohd.Sani
Rapid Response Team
Customer Interaction & Service Resolution Telekom Malaysia Berhad