Tuesday, March 16, 2010

TMNET streamyx support center (please dial 100)

First of all, I updated the internet speed since last month from 512kb to become 1MB. The fact is nothing has changed. Except I am paying more this time.

Checked in my router, it shows the downstream is 512kbps, upstream 256kbps. Tested with speedmeter , it still shows my speed is around 350++kbps, upstream 100 plus...Tested few days, remains the same.

Since the market now come with P1, celcom broadband, maxis broadband, Tmnet would improve their service, i guessed....So i decided to make a call to TMNET, ended up I am quite pissed off with the telesupports after talked to them more than an hour while my issue is still pending to solve.

Last saturday, i make 4 calls to TM to complained they capped my speed wrongly (1mb package but capped in 512kb speed).

First technician, after i explained to her so many "technical" terms, she still insist to ask me to restart my router and hang down my call while I am waiting my router to be restarted. Opps, i forget to ask what is her name. [WRONG ATTITUDE]

Second technician, asked me to try all sort of unnecessary things including restart router AGAIN, ping all the tmnet's DNS servers, change DNS's ip manually, flushdns...Finally he said will call to another department to check it out. Then, he told me to wait for 30minutes and i should be able to get my 70% of my subscribed package (1MB). Meanwhile, one report has been logged.[WRONG TOPIC]

30minutes later . . . . .call again and give him my report no.

Third technician, I don't think he understand what is the purpose of what previous technician asked me to do. He also forced me to go through these unnecessary steps again before he "willingly" pass my call to specialist, and claimed it is a compulsory steps before i can talk to the specialist. He asked me to ping google, utusan, hmetro.com.my all these to test whether any package lost, in the end, when i managed to talk to the specialist, the specialist just say he will call back to my mobile no and check on the site first......No call returns...[WRONG PEOPLE]

Fourth technician, since no calls return, i called again night time. He told me, the technician not able to contact another department to check the link since no one working at night, asked me to wait another 2 more days for them to check their port over there........[WRONG TIMING]

WHY no one understand the meaning of the speed cap wrongly? If i subscribed 512kbps, that current speed is perfect, no packets lost.....My question is i subcribed 1mb, how come it is still 512kbps?

One thing i noticed is no matter how many calls you made in a day, they will definitely ask you again about Your Name, house number, phone number. Am i going to change my phone number and house number within a same day? duh? Probably they want to ensure they can spell the name correctly?

Probably something is wrong over there....

1) WRONG TIMING - Saturday and Sunday is the time where people called the most! Because the user who didn't go outside, and thought of spend their day with the crappy speed? What would they do? Definitely called up 100 to complain about it, right? Where all the technician went? Since they would asked user to troubleshoot first with their own pc, how would the user called from their office and troubleshoot during office hour?

2) WRONG PEOPLE - Although a set of "basic instruction" of what to ask. Please make sure know what the user want. Probably most of the user called up to complained their internet speed slow, but it doesn't mean all are nonsense. Why do you hire some technicians who doesn't make any sense at all? Although explained i restart my routers few times in a day, still forced me to restart my router again. (Their explanation is because they just reset the line)

3) WRONG TOPIC - Why do they insists that i am complained about slow internet speed, rather than admitted they capped my speed wrongly? I told them it is not the speed problem, and they still thought it is....WHAT IS THIS???????????? After followed so many steps of basic instruction, and "conned" me my line will be fixed in 30minutes time?

4) WRONG ATTITUDE - Why does the TM support people like to hang down people's call, especially female. I wonder why... Last 2 weeks ago, i called TM support, that girl hang down my call. And this time, the girl hang down my call again. Probably the same girl?

For those who using 1MB line, or 2MB line, make sure you test your internet speed with http://speedtest.streamyx.com.my/
And know about what speed you should get because that 's what you are paying for. Besides that, our country's internet fee is consider very high compare to other ASEAN 's counties.

One of my friend told me, TM Support center has the highest rate of turnover for TM group.

Since TM claimed they are the number 1 broadband provider, why cant they provide number 1 service?

And now what? I am still waiting tomorrow to come...


~ JChan。찬준偉 ~ said...

although they called me to update, but i reject. Quite disappointed the line even on 512kps..

if others package, I guess will be the same result too.

Unless you're the company, not housing area.. may be they will provide a "better" service.


JiaNi said...

biasalaaaa....MALAYSIAAAA~~ >.<"

YSLim said...

The speed is various depends on the number of users, the distance away from exchange server, their port settings....
Tomorrow i will call again if they didnt fix it today.

Long time not see!
surprisingly TM earned a big bucks last year....regardless how terrible is their service.

我是贝比@baby said...

Haiz..."See Open" Brother。。。
TM Net are own by Telekon, so u can know what type of ppls are work inside.
i suggest u can consider Celcom or Maxsi, is damn faster than Streamx

Jyrenze said...

Yea, lets see how many days they take to fix this problem, by that time dunno how much the phone bill will be adi

给你好看 said...

tips for you:
1. take down how long you have the problem, ask for rebate. i got mine rebate for the downtime

2. try nccc's e-aduan, submit online, i got my my $ (p1 wimax) back and defect fixed (housing) after they issue the law letter to them. here the url - http://www.nccc.org.my/v2/index.php/e-aduan or http://www.eraconsumer.org/

YSLim said...

Thanks for your advise...

After it took in total 2 weeks, not less than 8 calls I made, and finally get it done to fix within 1 hour time after talk to a second level technician...