Category: TMNET – Malaysia ISP

Date: 21 Nov 2005
Time: 6:00am – 8:45am
Location: TMNet Netmyne Brickfield
Problem: Router problem.

Uhh..

I received an email from my reader, Soon Heng, and he has something to complain about Streamyx bandwidth problem.

By the way, I didn’t attend the dialogue session at Chatter Cafe during merdeka eve with Michael Lai and team, but Jeff Ooi did. I didn’t because I know it’s wasting time, I attend and it doesn’t mean my co-lo will not have downtime, or my streamyx will runing smoothly 365days a year. Furthermore, during Merkeda eve the road is so jam. Wasting petrol and time is not me.

I think beside Soon Heng, I also have the same problem, I subscribed to the 1MB package, but my highest speed can go up to is about 80++kBps, not more than 1MB. Sometime it’s even slow, yes it’s slow like the TMNet customer service(may be Slow is their Norm of work). Sometime my housemate will get frustrated and call me, and I always told him that it’s TMNet.. Nothing we can do.

Even though you complain to them, they will said, get back to you soon. Soon, their soon is xxx time or xxx date, they are not serious giving you support, because they have xxx thousand subscribers in Malaysia, if you complain or you don’t use it, they will not make any lost. But this is Malaysian culture, never complain, imagine 100000 subscribers who have problem also complain. But if you complain also the same, this is Malaysia, TMNet monopoly, you can give up, unsubscribe streamyx, but then what are you going to subcribe to? The ONLY ONE cheap broadband service in Malaysia is TMNet.

I believe that Soon Heng sent his letter, the situation will be the same. After complain I still using it, it’s silly right? But complain is a make, it’s our right to file a complain, and I also have my right to voice how bad is the services is.

Michael Lai wants to rebrand, but then it’s TM norm, slow. It take time to changes, may be 10 years. or may be not, may be new competitor come in.. competitor? no, it will not happen..

To Whom It May Concern:

Intermittent Service since October 6, 2005

Shortly after October 6, I called up TMNet’s customer service to lodge a complaint about the non-service of Streamyx. I was informed that there was some problem with a node on Jalan Ipoh. I was asked to lodge a report and I did (REPORT No. 451512).

But following the report, nothing much happened. The service came on, went off, came on but at about 28kbps, when the promised speed is 1Mbps. Now it has been off the last couple of weeks. But no word from TMNet.

I called several times and was asked to write in. Customer service said that there was nothing it could do. What’s worse, nothing proactive was undertaken to manage my expectations as a customer. I wasn’t provided with any kind of information how long the problem would persist or what steps TMNet would take in light of the situation.

Of course, the bill came promptly and unashamedly asked for payment notwithstanding the non-service.

I understand that the technology isn’t without its problems. But good customer service requires that the customer be informed and not left hanging indefinitely in the dark, uncertain when the service will be up and running again.

Customers can’t be treated with indifference, not especially when TMNet keeps telling us we’re not just a number. Right now I feel I’m worse than just a number. I’m an insignificant number.

Will someone kindly call to let me know what’s going on and how long this non-service would last?

Sincerely,
Lim Soon Heng
CC Mr Michael Lai
CEO

From 20:40 to 22:25
Total downtime: 1 hour++ ONE HOUR???
Cause: Power Failure????

TMNet Netmyne data center, my rack, DOWN again.
From 10:25am to 10:30am
Total downtime: 5minutes.
Cause: Unknown!

List of TMNet complainsss & downtimessssson paulooi.com

Brickfield TM Net Netmyne down again, before I receive the report. It down again.

Downtime: 10:50am – 11:05am

TMNut Related article on paulooi.com

TMNet Netmyne promised to send us the down time reports. But, where are the report? I still haven’t receive..

TMNet Netmyne Downtime 1
TMNet Netmyne Downtime 2

After Merdeka eve downtime, TM Net Netmyne data center down again. It’s recorded as 5mins down time.

The cause is?? They said — don’t know what happen. It’s whole rack down, and up again, and they said don’t know why. Oh god TM Net, Dirimu bukan sekadar nombor, ya.. Diriku sekadar orang kaya, bagi duit banyak-banyak dan dapat downtime tak habis-habis.

Keranamu TMNet.

—

Before I submit the post, it down again!!! I want to record it and also created a new category named TMNET – Malaysia ISP, hope google bot can crawl on my site, and let people out there know how bad is TMNet service

11:05 – 11:15 : Down : Cause? Don’t know
11:30 – 11:55 : Down : cause? They are sending report to us, let see how many years they take

Today, TM Net Netmyne data center connection down again from 6:15pm – 7:45pm. The cause? Their router hang. Router hang, why does the router hang? No explaination given. One more downtime, I am going to write a complain letter to MCMC. But I don’t think it help, we wrote before to MCMC, but no respond from them. I think even though I write to Michael Lai still the same. It’s won’t gurantee me no down time.

Sometime, during surfing or doing work with TM Net Streamyx Broadband service, I will get the “Tempoarily out of resourse, please try again later.” message. I think it’s TM Net Streamyx Proxy server error message, I have collected this print screen stupid message from few people. Seriously, the 8 million rebranding company, they don’t even serious in business, employ good people, get better hardware, but asting 8 million for painting, printing, advertising and etc.

(more…)

TMNet is organising a dialogue session with CEO on 30th August 2005 @ a Cafe. If you are free, go there give him suggestion and voice out your disatisfaction. I don’t go, because I need to monitor servers have downtime or not!

Hi Paul,

Sorry for the late reply, we were finalizing a few things on this session.
Firstly, please be informed that the date has been postponed.
The details is as follows:

Date : 30th August 2005 (Tuesday)
Time : 8.00pm – 10.30 pm
Venue: Chatters Café, No. 125 & 127, Jln SS17/1A,
47620 Subang Jaya, Selangor

Kindly forward the details of the bloggers who will be joining the dialogue session, as per requested in my previous e-mail to enable us to communicate with them directly on the dialogue session.

1. Full name of blogger
2. Blogger’s id
3. Blog URL/ website address that comments are posted
4. Hand phone number of blogger
5. E-mail address of blogger

Thank You.

Best Regards,

Zety Kamal
Public Relations Unit
TM Net Sdn Bhd
03-8319 3422
zety@tmnet.com.my