Telekom Malaysia (TM), Customer Service and Streamyx: My Experience
Salam and hello all. As I have mentioned in my previous entry, I will share with you, my story about Telekom Malaysia and Streamyx. This entry is not supposed to be a condemning or a kind of insulting entry, but this entry is more about to share with others and with hope, this incident won’t be repeated again. So, take it positively.
Okay, if you dig into my entries in last 2 months which here and here, you might know what was the problem that I’m facing. Whatever it is, if you don’t know what was happening last time. Here, I’ll story to you one more time, briefly with time chronology. I hope you’ll be clear about what I’m going to tell you next. This entry might be long, so take your time.
[2 Feb 2009] – I’ve registered my application at TM Point together with deposit payment.
[12 Feb 2009] – I got a call from Streamyx’s agent asking me about my Streamyx’s login ID. I said the phone still not yet installed. Then, he said he’ll make sure the connection will be installed as soon as possible.
[12 Feb 2009] – I saw several vehicles of TM Maintenance Contractor doing some cable replacement at my apartment. Their job done on the next day, 13 Feb 2009.
[19 Feb 2009] – My housemate asked for the reason from TM Point why the connection can’t be made after 1 week of cable replacement. The TM staff provided him with TM Contractor’s phone number that in charge with the installation process.
[20 Feb 2009] – I tried to call the TM Contractor using the phone number provided, but he refused to answer my call and several attempts after have ended with failure.
[22 Feb 2009] – I sent 2 support emails to TM Customer Service and Support via their official website with hope they can reply to me back. My previous case about my internet bill has replied by them when I sent them this support email.
[4 March 2009] – I went to TM Point again to ask them for the reason why the connection can’t be made after 1 month of registration date without valid reason. They said I’m not answering the phone call from their technician. Okay, my phone is switched on 24/7. Due to that, they have made another appointment on 5 March 2009 for the installation process.
[5 March 2009] – I have waited for the whole day, the TM Contractor didn’t show up!
[6 March 2009] - I went to TM Point again for an explanation about what has happened yesterday. They said they don’t know why the contractor didn’t show up and the contractor even didn’t call me for any cancellation of the appointment. The TM staff promised to let me know my application status by next week.
[11 March 2009] – I got a call from TM Point. They told me that the connection can’t be made because the cable has been stolen. What the heck? The new replaced cable has been stolen after 3 weeks of replacement? Ridiculous!
That was the last call from TM Point and I didn’t get any calls after that regarding my application until I received an email from one of this blog readers. There’s more inside, so continue your reading.
So, that was what I’m facing last time. If you read up until here, what would you do next? Are you going to wait or cancel your application or do nothing? The thing that I was thinking at that time is, to cancel my application and claim back my deposit money. Yes, I want to cancel my application even though I don’t know if it is possible or not, plus during that time, I’m already considering subscribing P1 Wimax since the nearest dealer of P1 Wimax is just few kilometers away from my area. Moreover, some other bloggers who already subscribed to this Wimax service has given a good feedback about P1 Wimax and this has attracted me to consider P1 Wimax. That was what I’m thinking, but one of my blog readers has approached me personally and offering me assistance to solve this problem. She has emailed and offering me her assistance to solve my application’s problem. She introduced herself as Umi Kalsum Adnan and she is one of Telekom Malaysia’s staff that in charge of business customer. I’m glad because she has approached me personally even the complaint email that I have sent to TM Customer’s Service and Support via their website until now has never replied. What more interesting is, Umi has offered her assistance after she read my entry about this problem in this blog.
At first, I little bit shocked since I never expect one of this blog readers will approach me to offer assistance for me, but anyway I’m happy because there is still somebody who is willing to help. She has emailed me on 30 March 2009, which is about 2 weeks after the last call from TM Point where I have registered my application. I replied to her back few days later since I’m busy with my final exams during that time. So, after everything has settled and my exams already finished, I replied to her email. We did several conversations only via email and on 9 April 2009, she asked me for the details of mine for her to help me out with my problem. I emailed her back my details of mine on the same day.
Amazingly, on the next day (10 April 2009), I have received a phone call from TM (I don’t know from which TM branch) asking me when I will be at home for their technician to come to install the telephone connection. What I was thinking at that time was, now they are able to install the phone connection but why give me such ridiculous reasons last time? The phone cable has been stolen after 3 weeks replaced it with the new one?! What is that? Then, I told them that I’m currently at my hometown and not at home for one week but there’s one of my housemate will be at home. Then, they said it’s okay and they will send their technician to install the phone connection on Monday (12 April 2009). More interesting that was not the only phone call that I’ve received that day, there were 4 calls from TM asking me about the installation matters. Haha, it sounds like I’m a VIP customer now. I don’t know what Umi has done, but I’m glad that they will solve this problem quickly. Besides asking me about the phone installation, they also asked me about my Streamyx application. I’m now amazed on how they take my application seriously. Hohoho.
The next day, I also got several phone calls asking me the same thing again and reminding me that their technician will come on Monday (12 April 2009). One of the phone calls was from the TM Contractor that last time has refused to answer and has ignored my calls. He said he will come on Monday to install the phone connection and asking me when he can come. I told him that my friend will be at home during the time that we have agreed. But unfortunately, the appointment has to be canceled due to some reasons and has postponed to the next day (13 April 2009). The next day, the contractor has come and installed the phone connection. Now, the phone connection has been installed, next is Streamyx connection. Thanks to Umi too because she has updated me about my application status during this period.
The next 2 days (16 April 2009), I got another call and now it was from Streamyx. They asked me about my Streamyx application and ask me either I want to self collect the modem or not. I said yes because this is what I have written in my application. But, another great offer to me from them, they said they will send me the modem to my house for free of charge! If you read Streamyx’s application form, you’ll notice that they usually charge about RM14 for courier service to send the modem to your house, but I got it for free! Well, I don’t know how I suppose to say about this, but it was really satisfy me. I don’t know if all these because of Umi, but I’m really glad with what I got. Or is it I’m lucky? Anyway, to make the story short, the modem has sent by them to my doorstep on the next Monday (20 April 2009). Now, everything has settled and my internet connection now already connected.
I have subscribed for TM In-A-Box Combo 1Mbps and these are the result that I got after I did several speed test evaluation. I know some of you might thinking these speed test results might not so accurate, but whatever it is, we still can put it into consideration. Okay, these are the result.
The result using P1 Wimax Speedometer.
These are the result using SpeedTest.net with different server locations.
From these results, my rough analysis is TM or I can say Streamyx connection right now has problems with the connection to US server and some other part of locations. I also don’t know the reasons, but I’m sure TM should have valid reason why this happened. I tried browsing Facebook and it was quite slow plus the download speed from Rapidshare also slow. If before this, I can get average download speed of 40Kbps from Rapidshare, but now to get 20Kbps was really hard plus the connection was not so stable. But, overall the connection speed was satisfied me so far. This speed also might be because I’m the first Streamyx user in my area. Remember last time I said the TM Maintenance Contractor has come to replace the cable with the new one? That’s means there is no one apply for phone or Streamyx connection in my area before me because if it otherwise, of course the cable has been replaced before I applied for the service. Get it?
Whatever it is, I satisfied with the service so far and I think this entry should close my case. I don’t know how to say this, but I think TM should train their customer service very well and please don’t give such ridiculous reasons to your customers. I know TM have monopolized broadband ISP in Malaysia and I hope with this monopolization, TM also can offer great customer service and support to all their customers. My experience has taught me that some of TM staff sometime give baseless reasons to their customer problem but some of them are doing very well for their job. For example, Umi. Well, I think I will close my case here and I hope those who are waiting for this entry will satisfy with what I have written here. As I said earlier, this entry is just for sharing purpose and I don’t have any intention of insulting of what so ever. I’m just hoping that TM will level up their service quality and of course their customer service support too.
Okay I think I will stop here. If you read until here, thanks and congratulations. I know it is really a long entry and I also rarely read long entry. 
Before I stop, I want to take this opportunity to give my appreciation and to say thank you to Umi Kalsum Adnan (http://peparidsign.fotopages.com). I’m not sure if this is her blog or not, but I got this link from her email signature. Not to forget to all this blog readers who have given your responses on my entries about this problem before and those who were suggesting me the solution for my problem, thank you very much.
So, I’m glad to say, case closed! 
p/s: Moral of the story, if you have problem about something and have a blog, write about it and share it with others. Maybe the solution will come to you, yeah! Hahaha.
Probably related posts:
- Nationwide Streamyx Service Interruption
- Quick Updates
- 15Mbps Streamyx? Or Is It Streamyx is Improving?
- Salam Maulidur Rasul
- Quick Updates
Based from the date chronology…[2 Feb 2009] till (13 April 2009).Its a WOW! damn,i could finish all books by JRR Tolkien by that much time…btw that lady done such a great help!TM should have more staff like her.
twenty-sixs last blog post..miMpi buruk…
Perkara cam ni pernah juga terjadi aku last year… hampir setiap hari aku follow up dengan streamyx center dalam masa 1 minggu lebih juga baru dapat online
hadys last blog post..Liver damage
hmm.. pernh jd gak mslh time nk psg streamyx.. anyway skrg da satel.. (^_^)V
aku rasa streamyx mmg ada problem ngan connection pegi ke US skang nii…tp maybe kat interchange data center dia.. diorang maybe slowkan rapidshare ngan megaupload & lain2…utk bg laluan kat data lain ke http ke oversea server
life4hires last blog post..Minor change to the first task of blog contest
aku baru je register 22 april baru ni.. harap2 jangan le jadi camtu..ish
sufians last blog post..Tutorial Adsense untuk Domain Parking
aku tak tahu la kenapa
setiap kali aku call streamyx mesti dia suruh aku shutdown notebook
ckp notebook aku panas la. modem kena cool kejap la
terus aku give up. sakit hati wooooo
KNizams last blog post..Cyberjaya Amazing Hunt 2009
haha..sian gak kat knizam 2..
ape ke kaitan internet connection dgn laptop panas,,
Callisters last blog post..Why you should play Stock Market Games?
tp most problem klu net slow tibe2 sebab overload. hehe. aku x sure la. sebab aku guna cara ini ok je. klu bit transfer nk capai juta2. reset moden. disconnect phtu sambung balik 2-3 minit. laju seperti baru sahaja on9. but i x sure. hehe. dari mulut seorang newbie.
ubeys last blog post..Cara2 Menjadi Dewa Dalam Arena Memancing (2)
wow… tak sangka kan… bantuan ble datang dari tempat yang kita tak sangka sangka…
well done to Umi Kalsum!! two thumbs up!!
Adrys last blog post..Album Baru In-Team 2009 Allahu Rabbi
Aku dah try download rapidshare guna Streamyx dan mendapati line dia sangat2 slow. So, terpaksa aku hold guna Streamyx.
CypherHackzs last blog post..Nikon SB-900 dan Maha MH-C9000
I also applied for a phone/Streamyx combo package for my new condo in Mont Kiara.
I had a TERRIBLE time getting any info out of them on the status of the application – basically their helplines have no information apart from “KAJI SIASAT” which they tell you every week when you ring them. Getting useful information is impossible & probably the single worst aspect of TM.
Anyway, they installed my line on Wednesday – phone only, no Streamyx. Still can’t find out why that wasn’t done at the same time or when it will be done.
And the icing on the cake – today, 3 days after installation – no dial tone! I don’t expect much from TM but one would think a brand new installation would last long than 3 days. Seems I have to start calling 100 all over again to report the latest incident.
Meanwhile P1 advertising all over Mont Kiara – sign up there, take the modem with you & off you go, instead of 3 months of screwing around with TM. If I thought P1 would work on the 26th floor I would sign up immediately.
itu takpe lagi,ade member nak apply streamyx sampai 1½ tahun baru nak datang….
tu pun selepas beribu email dihantar dan beberapa makian dan cacian ke TM Centre dibuat
blowies last blog post..Alam Ghaib,percayakah kau?
Jgn cepat memuji streamy ni haha.. “Sign up today regret later”.. aku berharap ada la staf celcom berukbeng macam umi kalsom ni.. prihatin ngan masalah customer bukan malas mcm staf lain yang hanya tahu jawab ” Harap maaf kita sedang upgrade system” tengkorak hang berjambul haha.. update system sampai setahun.. customer terikat dengan macam2 perjanjian sedangkan servis xmemuaskan.. P1 wimax mmg stakat ni xpenah lagi dapat feedback buruk.. tgk speed test fuh mmg stabil 1.5Mbps. Bila la nk sampai bangi ni
Joes last blog post..Kegilaan Terbaru [Ipod Touch]
Right now Streamyx connection is really slow. They should improve their performance. If others broadband ISP can give better performance for reasonable price, it is not impossible for streamyx to lose their valuable customers.
Active Bloggers last blog post..Review On RefererX 4.0
@twenty-six, yep..agree with you. She did a well done job!
@hady, biasa la kena follow-up selalu..baru dorang alert.
@linzays, hai lin..hehe, pengalaman sama eh?
@life4hire, mungkin kot. tapi kadang2 laju plak. hari ni dapat download dari rapidshare speed 140kbps..hoho
@sufian, harap2 tak la ye..
@Knizam, kalo die suruh restart modem boleh terima lagi..restart laptop x munasabah la plak..hehe
@Callister, itu la pasal kan..ntah celah mana la laptop panas tenet slow..adoi..haha
@ubey, bukan reset, restart je…reset balik factory setting la nnt..hehe, ak selalu wat camtu gak kalo tenet slow sangat..
@Adry, itu la…macam x sangka orang approach sebab baca dari blog..
@CypherHackz, tapi kadang2 laju gak..so senang citer, x stable la connection die..kejap laju, kejap slow..
@Dave, thanks for sharing your experience here. But lucky you since P1 already in your location. As in my case, I not really sure if my area covered under P1 coverage.
@blowie, pergh..ini kes xder fasiliti ke? kalo x der fasiliti mmg camtu..ak dulu kat hometown pun smp beberapa bulan dorang wat kaji siasat apa sume..tapi xder la smp 1 tahun lebih..itu ak pun x tahan..skrang dah dapat blom?
@Joe, hahaha…so far ok la…maybe sebab ibu sawat die dekat ngan apartment ak, beberapa ratus meter je. lagi plak, ak sorang je kot so far streamyx user kat sini..so speed mmg stable la. Kata nak angkat Streamyx, asal macam nk angkat P1 lak ni? hahaha..area ko xder coverage P1 ak rasa..hehe
@Active Blogger, yep..like what I mentioned above. They monopolized broadband ISP in Malaysia hence in term of customer service support, they also should monopolized it too. I hope TM will realize about this matter and not only thinking of to increase number of subscribers only. I saw TM current Streamyx commercial ads..haha..really funny..
aku paling lama tak bleh guna streamyx, rasanya dekat sebulan….
blinkkys last blog post..How To Change Folder Background
Streamyx skrg mmg slow,berbagai alasan yg TM bg..
ada sape2 x pkai P1 kat area putrajaya percint 1 & 16???
aku tinggal area tu,nk tau la coverage ada ker kt kwsn tu..
@blinkky, hhoo..ape lagi..call 100 (benda selalu TM suro wat)
@masterx1100, slow untuk kawasan berpadatan tinggi.. p1 dah ada ke kat putrajaya? xder lagi kot..area serdang ngan seri kembangan pun belum lagi..balakong dah ada kot since dah ada reseller die kat situ..
steamyx tak constant
adakala laju
adakala lembab pula
ini buka masalah terpencil…semua org yg akan komlain..tapi company monopoli..buat pekak badak je!
Kujies last blog post..Perodua MPV ( D46T)
Dulu boleh email direct ke ceo streamyx. Skang dah xde dah kot. Siap ceo sediakan 1 team yg report direct kepada dia bagi kes2 yg serius.
@loq, laju lembab tu tengok pada kepadatan pengguna streamyx kat satu2 kawasan tu. Saya dah pernah bandingkan, memang berbeza dari segi kelajuan dan kestabilan.
@Kujie, itu la masalah utama dia..Khidmat pelanggan tak dapat nak monopoli kehendak pengguna dan pelanggan.
@inertz, owh…kalau gitu lagi cepat report sampai kat orang atas. Sebab tu la skrang jadi camni. Mungkin salah satu faktor la kot.
I’m done. After more than 4 years with Streamyx, I still can’t watch streaming videos wihout pausing and loading first. And that is just one of the issues… Its absolutely ridiculous. Bye bye Streamyx.
hmm….
masalah streamyx sentiasa da saja..
xpenah ada improvement…
yg pasti, streamyx xbrani buat survey…
welcome P1 wimax…
we need u….
mies last blog post..:: happy labour day ::
Adik 2 semua,
jangan risau tentang kelembapan line kita,Pihak TM sedang upgrade & Node nya pun dah siap pasang di seluroh TM (saya rasa) kerana di Johor hampir nak Complete.Sabar jangan terburu2 nanti keciwa.TM adalah terbaik di Malaysia/Asia inya allah.
@Adrian, hohoho..so now, which ISP you would like to subscribe to? P1 Wimax?
@mie, hmm..survey? mungkin diorang rasa xperlu sebab diorang monopoli servis ni kot..
@SUL, terima kasih kongsi info ni kat sini. I’m looking forward for the improvement.
GETTING YOUR ROTTEN-BOWEL IN AN UPROAR OF TM IS A GRIEVE, YES.
THIS SLOWPOKE DARN TM NEVER GOT ITS ASS TAPPED.
ONCE THE PEEN GOT STICKED ON ITS FOREHEAD,THEN THE REACTION TAKE PLACE.
THESE TINY-DEVELOPING-MINI-NEWBIE-ISP (STILL) DIDNT SHUDDER TM AT ALL (IT IS A BIG NODDED) .
ONE OF THE PEEVED USER OF TM I CAN SAY, TM GENERATES MILLION, I GENERATES SHIT ON NET.
BAHAHAHA.
P/S : DEADLY SEEKING FOR FAST-INTERNET-BROADBAND-AND-LESS-TROUBLE-BUT-COSTING-LITTLE?
TM, TAWDRY-MONOPOLIZED.
haha..that’s Umi maybe one of the top officer at Tm and the officer take the appropriate action when she read you post..
well..I am not having a problem with streamyx right now, this evening the installer of streamyx will come..before that I’m using Celcom 3G using my handphone as a modem..really cool speed..but rapidshare won’t work..:(
anyway, what a long post you have up there and it is nice to read your story..
reezluvs last blog post..Apple iPhone..Hampeh!
@mrGUEST, we wait and see, until when they will keep at this level of service
@reezluv, I’m not sure if she is one of the top management officer but I know that she in charge for bussiness customer. Maybe your expectation is right, because of the fast actions they had taken after I submit all my details to Umi.
Btw, I hope you won’t face the same problem like me. It was really troublesome for me as many of my university assignments have postponed due to this problem.
Erk.. speechless, when u mentioned to blog about this i didnt expect u put my name in full hahahaha.. well glad u got ur streamyx at last.. and yes, we are facing problem to US.. I was made to understand it was due to submarine cable disconnection and eventho we already fixed it, there still a little probs with the connection. It involves international connection..
peparis last blog post..Selingan….
@pepari, don’t say that. Hehe, I can’t do anything else to show my appreciation for your help. Hence, I think this is the easy way for me to repay for your kindness.
Anyway, thanks for providing the information regarding the US connection and share the info here. Hope it’ll be fixed soon. 
hello, im using streamyx 384 k connection, i dunno whether im lucky or not coz i test my speed at speedtest using server at America and Malaysia and i can reach about speed 450 k constantly, i dunno whether im lucky, maybe my area is good, i live at east kuala terengganu
tiada masalah jika nak upgrade atau downgrade
tapi bagilah rebet / diskaun pada pengguna yang kehilangan masa penggunaan
caj sebulan yang boleh guna hanya seminngu, itu yang ramai orang menyumpah dan menyampah
BAGAKs last blog post..Wrong Power Formula
@rockmadhavan, hello. My hometown is at Kemaman and I can say the Streamyx’s speed is quite stable as long as you didn’t start torrenting movie or series. Otherwise, you’ll notice your internet connection speed will go down until you can’t open even Google website. Hahaha. Anyway, even I subscribed for 1Mbps speed package, I usually got speed higher than that, which around 1.4Mbps. It is usual you get higher speed from your subscribed speed package if you leave in lower density area of Streamyx user. As for my case at my hometown, I think my house is the only one that using Streamyx there. haha..
@BAGAK, betul juga tu. Asyik2 minta maaf je. Patut profesional la skit kan? Hari tu aku komplen pasal tenet xder, cakap itu ini, ak rugi masa apa semua. Nak buat keje susah apa semua, alik2 minta maaf je. Cuba la “cover” balik yang dulu tu kan, baru pelanggan puas hati.
kita bayar tm streamyx Malaysia untuk ucap ‘maafkan kami’ (budak seklah pun pandai)
Mereka bukan pandai nak bayar semula perkhidmatan yang terganggu
BAGAKs last blog post..Cikgu Yang Menjadi Penyelamat
@BAGAK, bila la TM nak sedar tentang perkara ini ye? Sama-sama kita tunggu dan lihat.
Streamyx starting to cheatting our money now, we pay the price never can get the speed! same like me pay RM88 get slow than 56k Modem Speed and cannot Discount. This new service start from “2008 December”
Anyway “STREAMYX LINE SLOW WE PAY SLOW!”
Me 4 Month No Pay The Bill Already, Streamyx Send Red Bill Come I Just Pay 1 Month Money, If Streamyx Block My Line, I Will Call 1300-88-9515 To F@CK Them! If They Say You Have 4 Month Bill No Pay So They Block My Line! I Will Say You Line So Slow! I Pay You Money So Fast For What?!
DON’T LET MALAYSIA NO’1 CHEATER COMPANY “STREAMYX” TO PLAY US!
MONEY IN OUR HAND AND WE HARD WORK TO GET THE MONEY DON’T LET THE CHEATER COMPANY EASY TO GET OUR MONEY!!! WE CANNOT GET BACK THE LINE SPEED WE CAN PAY SLOW TO THEM “REMEMBER THIS”
Now I’m Keeping To Hold 3 Month Bill No Pay But I’m Still Can Using It!
REMEMBER : STREAMYX LINE SLOW WE PAY SLOW
RECOMMAND : Hold Streamyx 2 Month Bill No Pay (2 Month No Pay They Cannot Block Our Line)
Don’t Let Them Play Us! Power In Your MONEY!
Come Everyone Do Like This! Only Me One People They Can’t Feel It.
——————————————-
Nissan – Shift_the future
Honda – Power of dream
Toyota – Moving forword
STREAMYX – Ready To Be WaterFISH
@Ah Ming, hahahaha…cool down man. I’m sure they’ll listen to this. Haha.
“STREAMYX – Ready To Be WaterFISH” <<— hahaha..new motto for them..
ANNOUNCEMENT
INTERNET SERVICES DISRUPTION
Telekom Malaysia Berhad (TM) wishes to announce that there has been a disruption of its Internet services due to circuit faults on the Asia Pacific Cable Network 2 (APCN2) Segment 1 between Kuantan and Katong, Singapore.
Due to the disruption, customers using Internet services may experience slow browsing while accessing websites hosted in the U.S. and Hong Kong.
In addition, customers using other IP services such as Virtual Private Network (VPN) and other critical business applications linked to the U.S. and Hong Kong may also experience some service degradation.
To alleviate the problem, some of the links have been rerouted to alternate routes to ease the congestion.
Restoration works on the affected cables are already in progress. However, in the restoration process, traffic to Northern America and Hong Kong may experience degradation while traffic to other countries is not affected. TM expects complete recovery of its services by 5 August 2009. TM will make further announcements on the progress of the restoration works.
TM wishes to assure its customers that it is undertaking all necessary measures to restore communications services for its customers as soon as possible.
Customers can call TM at 100 and select “Internet Services” or e-mail us at help@tm.com.my for any Internet related problems.
@zairi, thanks for sharing this info here.
Ada pengalaman pahit juga tahun lepas…..tolak campur darab dan bahagi…….kita pelanggan juga yang akan rugi.
isi borang utuk tamatkan perkhidmatan 1515, tapi talian streamyx pula yang di potong. Buat siasatan, bukti di borang memang kita tick 1515.
terpaksa buat akaun baru, penyambungan baru dengan segala bayaran itu ini yang baru…
@Kujie, tu la kan Kak Jie. Banyak pulak kena keluar duit, dulu mula2 nak apply Streamyx tak perlu apply phone line sebab nak guna Streamyx combo, tapi sebaliknya pulak. Kena keluarkan jugak rm135 untuk register phone line..hoho.. bila la TM ni nak ada pesaing yg sihat..