Just this morning I wrote about how my Unifi services went down and how I wrote a letter to what ‘appears’ to be Telekom Malaysias CEO email address.
A lot of Malaysians are skeptical that CEOs would actually respond to emails. Steve Jobs has responded to many emails personally and so has his successor Tim Cook. There have even been reports of Palm’s CEO responding to customer query and even non-tech companies like home depot doing the same.
These however are American companies, not Malaysian, would a Malaysian CEO actually respond to an email from a small-time RM150/month customer like myself? I figured why not give it a try, I was already internet-less — what more is there left to lose?
So late last evening I wrote an email to TMs CEO, hoping I could catch Dato’ Zamzamzairani and hopefully he could get me some results.
The email to tmceo@tm.com.my is as below:
Hello Dato,You know, with companies that pride themselves on superior customer service, everyone (including the CEO) is within the reach of the customer, which explains why there are numerous cases of people writing to Steve Jobs and getting a response. I was hoping TM would be a bit like Apple, and that’s why I’m writing to you.I purchased a subscription to UniFi on the 1st of December 2011, and was thrilled with the speed and stability of the line. I must say I was impressed with the overall feel of the service.That however changed on the 30th of January 2012. Barely 2 months from first experiencing Unifi, I experienced a service fault where all my Unifi services went down.This included internet connectivity which I use for my work.I made a call to the TM helpline almost immediately and was given a ticket number 1-XXXXX and was told someone would contact me after 24 hours. I got an sms from Unifi claiming there had been a network fault and I would be contacted once it was fixed. However, 24 hours after my first report, I received no news from Unifi and then I called again, this time I was given a new ticket number 1-XXXXX, and told to wait 24 hrs again.Then on the 1st of February, somewhere around 4pm a Unifi Agent called me to say that my services were operational again. I told her I couldn’t verify this, but since I TRUSTED UNIFI, I told her , she could close the ticket. Which she did.Unfortunately, upon reaching home later at night, I found my internet connection still faulty. I made a 3rd call to TM, and again they raised a new ticket 1-XXXXXXX, and told I would be contacted in 24hrs. No one could tell me when the problem could be fixed.I’m quite sure from your end you’ll see 3 tickets closed in 24 hrs, and it’ll look very nice. That isn’t the truth. It’s 1 fault that hasn’t been fixed for 3 DAYS.I would appreciate if you could help me rectify the issue as soon as possible. I work from home a lot and a service down time affects me very very badly.I can contacted at this email and would appreciate your help.Regards,Keith
I wasn’t really expecting a response, and today barely 24 hours later I got one. While I was having lunch someone from TM called to say my connection was working again–although I learnt not to trust these calls till I checked out the issue myself. So in about 30 minutes, I’ll be heading home to check my connection and hopefully I’ll have a working internet connection.
That being said, here’s the reply I got from the original email, shortly after I got the phone call:
Hi Keith,
Thank you for highlighting the matter to our attention. We would like to apologize on the experience that you’ve endured and we would like to make amends by solving the problem soonest possible. I assure you that our organization is indeed gearing up to give not only a better product but better service to our customers.
You would be receiving a status update from us again by today.
Thank you,
CEO Feedback.
So obviously this isn’t Dato’ Zamzamzairani. I wonder if anyone in Malaysia ever got the customer service they deserve by writing to the CEO. In my opinion sometimes CEOs are so disconnected from the ground that they would appreciate these emails directly from customer (provided they don’t occur too often). I’m not sure that this is the level of service I want, but it’s better than what I expected.
update:
Unfortunately, TM has failed in every aspect of their customer service. Not only was my internet connection STILL not working (after 5 days mind you), I was on the phone with the Unifi call center for more than 45 minutes as they tried all their ultimately useless resolution steps. After nearly 30 minutes exasperation I was told the following, that indeed the issue has yet to be resolved although I was called and told it was.
At this point I asked to speak to the supervisor.
The supervisor then answered the phone –after about 10 minutes of holding. After a long conversation with her, I asked for a commitment that the technical team would contact me back, at which she gave the standard response “I will try my level best”, no promises , no concrete timeline on when I can expect a fully working solution.
Then I asked for something I thought was very reasonable. I asked that the supervisor, contact the technical team and then call me back.
She said she was unable to call me back, as only the ‘follow-up’ team could contact me back. So I was on the phone with someone who would not give me a promise and COULD not call me back. That’s what I call a black hole, this person could have just hung the phone and gone back home and no one would know anything. How is it that a frontline customer service agent is TOLD NOT to call a customer back, and not to make promises. How is it that a multi-billion monopoly has such ridiculously lousy customer service.
Yeah, unifi really SUCKS BIG TIME!!! Since instalation, the download speed never reach 5mbps. Lately the download speed is below 3Mbps but upload speed is over 10Mbps!!! WTH!!!. If tm wont rectify the speed issues, I will definitely will report them to SKMM.
Hey Emkay,
unfortunately, Unifi has been pretty disappointing in their service delivery. Although 3Mbps isn’t as bad as some of the stories I hear, you still have a right to be upset with the quality, try a complaint to SKMM but they didn’t really help me in my report.
On a separate note, if you send over the screenshot of a 3Mbps download and 10Mbps upload, I’ll be glad to post it up.
THanks.
Sorry, just forget reporting to SKMM they another bunch fool’s who will not follow up. Now a days all our govt dept and Ministries just set on auto reply and the computer will reply. I am facing same on my billing problems and last 5 days I am fighting with UNIFI to send technicians to solve internet problem.
Just last week I decided to unsubscribe the Streamyx at my father’s place seeing that he hardly uses it. Decided that maybe i should get him a Yes dongle instead.
Coz obviously my old man who just learnt how to use the computer less than a year ago is not doing any heavy upload or download activities on the Internet. Nor does he know how to play Internet games. So it’s just mainly light Internet surfing.
Now, I’ve heard that you need to be physically present at the tmpoint centre in order to terminate a service. But I refuse to believe that. I mean, this is an Internet service provider company. Whose parent company is a telecommunications service provider. Of all companies, I would expect this type of company to embrace the benefits of the virtual world where things can be done and verified online. I sent emails in the past but I did not hear back from them. So I decided to give them a call. A lady asked me tens of question, before passing me on to the technical team who asked me the same set of question, before telling me that I got to be present physically at the centre. People were right….speechless…
So last Friday, I sacrificed my lunch and went to the tmpoint in cyberjaya. Saw a ugly handwritten ‘system down’ sign on the door..speechless moment number 2. Was told to fill up some form. I didn’t have my account number with me. They to check from the systemAnd I also mention Streamyx like 3 thousand times.
Then today I found out, that my unify connection was terminated instead (I hadn’t the chance to check with my father if his Streamyx is still active or not). They had …. terminated…the…wrong….service…. Speechless ….
Hearing that TM canceled the wrong service is truly heart-breaking. It’s terribly disappointing that you sacrificed your lunch only for TM to say “System down” …to me that is unforgivable.
It’s sad to see a company with such bad customer service continue to reign on the back of a Government granted monopoly. Let’s hope it’ll only be a matter of time before TM make good on their promise and allow other 3rd parties access to their backbone.
Talking about Streamyx… I felt that I’ve been cheated. I recently upgraded my existing package from 512Kb to 1Mb
but I did not get a free modem as advertised. When I went to TMPoint to
collect my cordless phone I was told that I have to get from TM’s
sub-con instead but when asked the technician who came to my house, he
said I have to get from TMPoint. What a lousy service from a big company
like Telekom. I had made several complaints but until not I still not
getting my modem. So for a new subscriber for upgrade, don’t be fool by
TMNET and become a victim like me.
I know the feeling Jack. It really is a sense of betrayal, but TM are improving I suspect, but it still hasn’t reached the mark in terms of service delivery.
Hope you finally get your modem and cordless phone 🙂
Yup exactly what I’m facing at this current moment. Call center technicians AND billing department are a bunch of robot who:
1) Gives the same lame “Let me check” line when they pick up your call and same stupid excuses (system down sounds familiar?)1) Will not pass your call beyond them to someone with more “power” to “call back” (military barrier?)2) Will not give you ANY email or number to complain and/or feedback (need I waste my precious time and money waiting for the 1300 to be picked up?)3) Will not commit to a time when your connection will be restored4) Will not pass the message and ask the technician in charge of reconnection to return a simple call of acknowledgementIt is VERY frustrating talking to these people, I seriously think that they’re there just to stall you, bring you on a wild goose chase and in the end, still nothing is being done.
May I ask if your connection was ever reconnected after your post?
Thanks for the comments Sue.
Yes the connection was restored, and to be fair to TM, the UniFi connection from TM is far better than anything I had with Yes! or my wife’s 3G maxis connection. It’s super fast and (as of right now) super stable.
In fact, besides the 9 days downtime, my Unifi connection has been flawless for the last 5 months.
My installation got cancelled on the day of installation itself. Their staff failed to inform me and if i didnt call 2 hours before the supposed installation time, i would have waited in vain. Their customer service personnel, Ahmad bin Arif (not sure if its even his rreal name) assured me that they will come next week. I will call them everyday til then to make sure that they do. Will updats here next week.
Thanks for the sharing Felicity, if I’m not mistaken some areas in KL have their installations ‘outsourced’ to 3rd party contractors which makes the quality a bit inconsistent.
Let us know how you thought TM customer service treated you and whether you eventually got your installation successfully completed.
Tm?? wat can we expect from them.. I live in terengganu n sometimes i feel they treated us here like a second class citizen plus with no brain watsoever.
About 2 weeks ago modem in my house was not functioning. When I sent it to tm branch they said the modem cannot be used anymore and they cannot replace it as it’s no longer under the warranty so they cannot do anything. Yesterday i went to one of the tm branch and asked the staff there what should i do.. The staff told me i can buy a new modem at tm points.. So i went there and unfortunately, there’s no available stock. But the staff there said, i can buy modem at computer shops. To make it short, i bought a modem at a computer shop and when there was a configuration problem i tried consulting tm but to my horror, they said its my own problem because i bought it myself..So today, I spent my whole day contacting the customer service and finally, after Asar, Pok Harun the tm staff arrived. To my surprised, my old modem is still okay, only the problem with the modem plug which will cost me around Rm 15. I bought a new modem which cost me Rm150 for nothing.. So please la inept tm staff weyy, if you dont have the expertise just admit it and don’t make other peoples’ life miserable..
That’s a real sad story. Are you using streamyx or Unifi? I remember configuring Streamyx required some additional info that wasn’t readily available. I hear this a lot from readers fed up with TM customer service and they could do much better in terms of technical know how , I get very agigatated when anyone tells me a flush dns will solve my internet problems…VERY Agigatated
I had a couple of bumps on the road with both Streamyx and Unifi and like you, their solution was to reset, flush, rinse and repeat. Apart from bad customer service I’m inclined to believe they are not willing to invest chunks of moolahs on REAL and PROPER technology, which explains why we get a half-arsed internet service. They have yet to convince me they have a dash of technical knowledge.
People at TM customer service are a bunch of morons. They put their stupid process in their head & shoved their brains up their a-holes.
Fuck you Cunt.
I purchased 2 movies from TM’s IPTV on sept 17. Both movies played for about 2minutes and then all i could see was garbled picture , something like what astro would be when it rains or when you buy a cheap pirated CD. Called the tm number and after the usual long wait, as what keith experienced, she could not promise me any concrete action that they will take, and they will not call me back. I was told that the charges for the 2 movies which i could not see, will still appear on my bill, and when i receive the bill, i should call again to report and ask for a reversal. If TM is serious about service, their ceo should lead the way and take his job seriously.
[…] obviously not TMs biggest fan, and although I really like my Unifi connection, this has nothing to do with how I feel about TM. […]
Tm really sucker
My email to TM below and no actions yet
I made a call to your customer service department yesterday at around 5.15pm, Ms Sathia picked up my call. My unifi line was barred without any reason and I was unable to use my services- for clarification I called your centre and Ms Sathia informed me that it was due to overdue amount, but I have explained to her that according to your letter to us, I am suppose to receive a credit adjustment in bill which will only reflect in my october – therefore I was not required to do payment till then. But since I did receive the Sept bill with a wrong credit adjustment, I was unable to make payment as well. Couple of days ago – I received a letter that mentioned the credit adjustment amount – on my own I did a payment of RM300+ on 17th October, but TM disconnected my service on 18th Oct without any valid reason. So Ms Sathia apologized and said she will fix the problem ASAP for me.
I had to send a business email which cost me RM85k urgently and waited till 6.30pm and the problem not resolved, And I call again – MS Nadia picked up the call, I told her the entire scenario again and she was damn rude by saying ” Reconnection is not MAGIC,” and when i said I want to speak to the team Leader she said ” NO ONE WANTS TO SPEAK TO ME BECAUSE OF MY STUPID REQUEST” and she put me on hold FOR 15MINS Without any communication and she hang up the phone. NO EXPLANATION OR DETAILS OR APOLOGY GIVEN.
Any suggestions ?
My only real suggestion at this point Mona is to have a backup.
A Yes dongle could prove handy, or even a Tether on your Mobile phone with a Mobile Data plan. Regardless of how good the service is, if you have to urgently have emails valued at Rm85k, it’s a good idea to not rely on just one service provider.
🙁
Try complaint at Communications & Multimedia Consumer Forum of Malaysia, its help!!
http://www.complaint.cfm.org.my
Malaysia’s internet service is 10 years behind other developed countries….and 10 times more expensive =.=”….even the customer service here is &(*&(*@#$#%$#
Posting this on behalf of a friend.
Dear Malaysian Telcos – namely TM Malaysia and Maxis,
They say never to write a letter when you are happy or angry. I was never happy to start with and I am well past angry, I don’t think it matters anymore. So, here goes.
We moved here in August 2010. We used you first, Maxis. We subscribed to your Prepaid Broadband. Although, the connection was up and down, it was reliable and when issues did pop up, customer service was able to resolve it in a flash. At this point, all your customer service associates spoke English and we didn’t have to repeat ourselves like telling a child to eat her green peas. One especially pleasant staff, Mesh, was a gem.
Then on 8th August 2012, you changed. And it was a dramatic change. Overnight, your Prepaid Broadband services stopped working on my laptop and my phone. I had to speak to at least 15 different people on Twitter and phone before the issue was semi resolved at 2300 hours. It worked on my laptop but not on my phone. What really stung about this incident was this, we had relatives arriving from the UK. Last minute flight changes and communications were a nightmare because we were all on the move. With no Internet on our devices we had to make multiple stops to check in on what was happening.
Your customer service was horrendous. The only two people who were able to resolve anything was the tech support staff who called me in my hotel room and your customer service associate, Firdaus on Twitter. Your other staff barely spoke English and at least 3 hung up on me when they realised I couldn’t speak Bahasa that well. But benefit of the doubt, it was a bad connection and not bad customer service. Moving on.
So, it’s just 24 hours of no Internet. What’s the big deal? The big deal, my dear Maxis was this – whatever changes you implemented on this day changed you so much you were never the same again. On my phone, I could no longer use Prepaid Broadband so I had to use Mobile Internet. From August 2012 to December 2012, my credit has been swallowed so many times, I can no longer count. These were not small sums either and ranged between MYR20 to MYR60. Enough to buy my family and I several dinners. Of course, every time this happened, I would kick up a fuss on Twitter and on most occasions Firdaus would swoop in and resolve the issue. I specifically say Firdaus because again, your other staff on Twitter don’t speak and understand English very well either.
They blame the customer as much as they can, and then when they run out fingers to point they give me a case number with no turnaround time and keep me waiting till the cows come home. After all it’s just money that doesn’t belong to them. What’s the rush? What do you do Maxis when a customer doesn’t pay a bill? How long do you wait before terminating the line? And how long do you wait before you threaten legal proceedings?
But I kept using you Maxis. Even when my Mobile Internet usage started counting backwards. Yes, I have the screenshots to prove this. One minute I had 3GB worth of Mobile Internet, then I had none, then I had a bit, then I had none again. It was chaotic. But I figured since you upgrade your services EVERY WEEK on Sundays and Mondays, improvement will come soon. It didn’t. In mid-december, on one morning as I finished work, ALL my credit was swallowed to the point I couldn’t call out or use Safari to log on to my bank to top up my phone. But of course it’s my fault for connecting phone and bank account. Which silly person in this age and time does this.
That was the last straw. That was when I switched over completely. I went out that very day and I came to you TM. After all, your tagline says, “Trust Us. We know broadband best.” We were excited. Two foreigners on the look out for reliable Internet connection. Finally, we were going to have a stable Internet connection that would let us talk with family back home. Plus, while my husband works in an international hotel chain, I work from home for a publishing house in the UK. Internet connection is much needed for my work.
Alas, we were wrong. You seemed so promising at first. You arrived with TWO ‘technicians’. We paid MYR50 for installation and were told that because we are foreigners, we will have to pay MYR1075 in the first bill. Formalities, nothing more. Of course we would comply. This was on 24th December 2012. Now, less than 18 days later, our modem / connection no longer works. After calling your technical support / customer service, we were told that if it was an external issue there would be no additional fees incurred. If it was an internal issue, we may have to pay more.
My question is this, TM. TWO people came to install your service. Was nothing checked then? Now, you still had the best surprise of all. When I kept repeatedly asking WHY I may have to have to pay more when we are already ‘bound’ to TM with MYR1125, I was told that there is a 14-day warranty period for installations.
So this is what really bothers me, TM. You send two people into my home to set things up for a service that will essentially cost me more than MYR1000 but in less than a month, something conveniently goes wrong and you tell me I may have to pay more?
Both of you (TM and Maxis) spend so much on advertising. Everywhere we go – we see billboards, magazines advertisements, TV advertisements … it really wouldn’t hurt to take all of this money and invest it in improving your products instead of making promises you cannot keep. Give people like Firdaus a bonus, or a raise. For all the backlash people like him get from irate customers, your customer service staff deserve more than what you pay them. Perhaps, you can even invest in English lessons for them?
Which raises another disturbing point. Any small business owner or individual can be taken to court for failing to meet contractual agreements or for pinching someone else’s money (doesn’t matter whether they put it back or not) …. why are you (Maxis and TM) above this? Or are the laws of this country so relaxed to allow big companies to get away with taking their customers’ money?
I’ve read the forums and on Twitter alone there are enough irate customers who complain about disappearing credit. Isn’t this theft? Why is it allowed to keep happening with no legal action or resolution? Then, there’s you TM, less than a month and your service fizzles out. Seems to me like you don’t know broadband at all. Plus, just in case you haven’t realised it, your website has been down for more than 5 hours as I write this. Broadband champion with website trouble, my word.
Both of you cause a lot of disruption to individuals and businesses with your promises for the best service. Who bears the loss of this income? Loss of income or not, your bills still have to be paid am I correct?
Amidst all the Internet drama that has occurred today, I had to write this. I had to vent and I had to share. So, bravo Digi. You’re the only that got me connected. I’m still learning how to use you because your data usage is confusing and I don’t get a heads up about when my Internet credit is finishing but hey, you get me connected and you don’t take my money without my permission. You rock.
From an extremely ‘disconnected’ foreigner.
[…] A couple of days ago, a reader of the blog wrote a rather long comment on a post I wrote about writing to TM’s CEO to restore my Unifi service. The comment detailed out a long horrific story of a foreigner in Malaysia trying to get decent […]
Those maroons and stupid who complaining customer service should work before as customer service first you bastard!!! if you in thier postion than only u know thier pain… they can give you promise u asshole but who want to fullfill it???? if u want complaint complaint to higher management . dont try your bullshit by spoke with supervsior can resolve your problem. they cannot do anything there coz they have barriers asshole. pls go work as customer service before talk regarding them
Oh hey someone who worked for Customer Service and tried to defend them. HOW VERY SURPRISING. It’s because of people like you Customer Service and Consumer Rights Protection in Malaysia are a joke !
[…] yesterday, I received a rather odd comment on my post about a Unifi downtime. It […]
@keithrozario:disqus: the best way get them to push for repair/restoration work is via complain via MCMC, at http://aduan.skmm.gov.my. I’ve experience my complain (report) solved within 24 hour (working day).
Thanks Syawal.
Complaints thru MCMC will only get your account closed or worse still u blacklisted by the company.
@1f9d9a9efc2f523b2f09629444632b5c:disqus :I totally disagree with you – I’ve logged-in complain many time & advise others to do the same. Nothing bad happen but my complaints were resolved faster.
This is an interesting read and from a brand perspective, your experiences with customer service are not uncommon. I’m currently writing to the unifi CEO to ask why I have to pay for the HSBB infrastructure. According to unifi, my house is too far away to qualify for free installation and they want me to pay an extra RM920 for them to finish the infrastructure! Unbelievable.
UNIFI Sucks big time!! I regret a move i made on 4 Nov 2013. Got a phone call from a Customer Serice rep on that dreadful day saying TM is offering a new package RM 199 to upgrade from my current VIP 5 to VIP 10 and to Platinum HYPP TV package. Fine its was all good coz i pay an extra RM 30 only for the upgrade. And its a confirmation via phone deal (First time for me). And i was suppose to wait for an email few days later confirming it. I got it on the 8 Nov 2013….then rest is history…all the qualms i read here happened to me.
Today is the 20 Nov 2013, till today no upgrades and worst still, my internet is being disrupted EVERY 30 minutes since then. I have made numerous calls and have got 3 reports numbers with me now. Tried emails, calls after calls….NOTHING!!
My advise is, if anyone calls you from TM CS asking you to upgrade, Please don’t do it…
I facing the same problem on 23/12/2013 my unifi line was no service I call customer service and give me a report no, tm sms me will fix within 24 hours ( I thinking service not bad) next day (tue 24/12/2013) technician call me will come at 5.30pm I wait at home till 6.30pm technician call “oh today cant make it. But I come tomorrow morning (25/12/2013)10.30am I say tomorrows Christmas holiday are u sure u working and technician ppromise YES!! 25/12/2013 WAITING 10.40am i call technician but cant get no choice have to call centre your technician come or not and centre answer dont know I wasted my holiday just wsit the SUCK person, Thursday (26/12/2013 call centre at 10.30am and she told me technician go to your house this morning but no body at home (I whole morning at home no going out) I say why u not calling me before you coming? She just say your mobile cant get (WTF). Today (27/12/2013) I call centre at 8.30am and I giving centre appointment time at 5pm (I dont want just wasted my time to wait ) at 5pm technician not yeah coming call centre again (technician mobile I call but cant get), and centre told me now maybe technician jam may late I ask her to contact the technician to confirm and she told me cant, because she just to reveived phone and record(meaning I talk with a people who cant help me an useless people lousy customer service). TM Very Bad Suck Service
That’s really sad to hear, any follow up ?
why don’t try to complain in http://www.skmm.gov.my. Malaysian Communications and multimedia commission
Tm service terrible , report to 100 no feed back , waiting for a week still not yet settle the streamyx issue , going to cancel all the tm line and streamyx . Report to tm no use .
this fuking unifi tmnet is fuking damnass with useless services centre ever! !
The worst Customer Service ever. I’ve been charged by RM 10 for reconnection fee. I always pay RM 199, but they forgot to give the campaign price for me, so they said I should pay more. I just want to pay 199 every month based on the agreement. But, then, suddenly, I got disconnection service for the outstanding amount, which is I am not supposed to pay. Then now, they are asking another RM 10, what an extra hidden cost??!! Great marketing from them to gain more money, applause for their creativity!
Calling them, just only wasting your time and money to pay another phone bill. Then, they? they will charge you more!
Thank you.
I will do the same.
my house phone always make sound. because of that my wifi also got problem. cannot connect at all.. how many times i already call and make complaint. but non of u came n solve the problem… i dont know what say la… please la.. i also got lot of work to do.. i cant keep on call to u all everyday… my hse fon cant use at all!!! realy make me angry….!!! please overcome my proble immediately!!!!!!!!!!!!!!!
I tried to send email to the address as above however it failed. Does anyone know any other email address?
Hi iam md sabilah.i just fix the unifi system on 22Dec 14.just enjoy the service for one day.after that the system doen till today the problem not solve yet the few time the technicent come with long ladder on the van with doing nothing.and never explain anyting to me.PLEASE WAKEUP TM.Poor service and knowladge.
Sorry to hear that sabilah, hope things turn out well for you.
I am the next person to have shitty service from TM. This is another hopeless company that is being back by Government otherwise the staffs eat shit. Calls made to them will have brainless staffs who will get you to hold on while they check which take easily more than 40 minutes with no solution in sight. After that they promised to call back which eventually never till the next century. From experience I have encountered in the past, never to have any subscription from government link companies unless necessary.
Dear Dato’ Seri Zamzamzairani bin mohd Isa,
You obviously do not know what is going on at Unify. EVERY month my Internet connection is barred after many attempts at explicating to them that I have never defaulted on my monthly payment. Unify is tarnishing TM’s name …. it’s going down the drain and is dragging you name with It.
It looks like incompetent people are running what I call a Show.
I CALLED AND EXPLAINED THAT I HAVE BEEN PAYING VIA ONLINE BANKING EVERY MONTH .. THEY CHECKED AND SEEMED TO UNDERSTAND AND RECONNECTED IT.
THEY SENT ME A MESSAGE ON 3 APRIL 2015 AT 2.15PM THANKING ME …. AND ELEVEN MINUTES LATER AT 2.26PM ….THEY SENT ME ANOTHER MESSAGE TELLING ME THAT THEY ARE BARRING MY ACCOUNT!!!!
THIS HAS BEEN GOING ON FOR FOR MONTHS.
My name : Satheesan Raghavan
My account number: 1022480063
My service number : 60356121413
I am a retired graduate teacher ( government ) …. ten years older than you. Please get ALL my details from Unify including my phone number and email address.
As the CEO I would like to see how effective and capable you are.
Sincerely,
S Raghavan.
* sorry for the spelling errors .. using predictive text.
My name is faznawi Halim. And TM and all their staff is eating shit! Plain warm and brown shit! That is why their work and words is shit. Shit shit shit.
Really suck calling tm / unifi center. It take hours to answer. WTF, damn wasting my time. When come to payment must be fast or else will be terminate our service. Can never change ! Pls wake up Malaysian company , 2015 now..
Damn irritating to make a complaints. How now? My unifi can’t work since yesterday night
Well go to their TM HQ or local branch and basically make noise.
..Hi Hi.. just accidently open this wall and supprize me, I am not the only one in Malaysia who expereianced the bad servisce of TM. Fyi ..since a year go when I got the Streamyx and phone service… up to date till now I expereinced more than 5 time of of phone line issue .
Now at this point of time 23 May 2015 3.30pm,,,, still waiting TM service team respon to restore my phone line which appointment was made last Friday to meet at my house at 2pm today.
KL service centre was contacted me twise this morning asking either anyone from Seremban contact me ..but the answer is NO.
I about to take more serious action…
Friends out there – pls give any input – how do we claim our right. Tq
TUAN,SAYA TELAH POHON UNTUK MEMBATALKAN SERVICES STREAMYX SAYA PADA 21 MAY 2015 DI PEJABAT TMPOINT PENANG (JLN BURMA),TETAPI SAMPAI HARI INI (20/06/2015) MASIH BELUM ADA STAFF TEKNIKEL DATANG KE RUMAH SAYA UNTUK PROSES TANGGAL PLAK STREAMYX SAYA ! BOLEHKAH! TUAN ARAH STAFF TUAN UNTUK MENYELESAIKAN MASALAH INI! INI MENYEBABKAN SAYA TERPAKSA BAYAR BIL YANG DISERTAI DENGAN COS STREAMYX PADA BULAN INI,SEDANGKAN SAYA SUDAH MINTA UNTUK DIBATALKAN PADA TARIKH TERNYATA DIATAS !
SAYA HARAP DAPAT DISELESAIKAN SEBELUM BULAN JULY INI ! tq.
TUAN,RUMAH LINE AYAH SAYA DARI 8/6/2015 SUDAH KENA CURI CABLE.BETUL SERVICE KAMU SANGAT CEPAT DALAM DUA HINGGA TIGA HARI SUDAH SIAP LAGI SEND SMS BAGI SAYA TAHU PROBLEM SUDAH SETTLE TAPI LINE ITU SUDAH TERSALAH SAMBUNG KE LINE RUMAH ORG LAIN,SAYA PUN ADA CALL TAPI TAK ADA TECHINIAN PUN YG DATANG SETTLE,SELEPAS ITU CABLE LAGI KENA CURI BUAT LAPORAN JUGA JANJI 17/6/15 BOLEH SIAP TAPI PUN TAK SIAP JUGA.PUN TAK ADA SATU TM YANG CALL CAKAP TAK BOLEH SIAP KENA KITA YANG CALL HARI-HARI.SAMPAI SEMALAM (22/6/15) SAYA CALL BISING-BISING BARU KAMU SERONOK DAN JANJI PALING LEWAT CUBA HARI (23/6/15) PUN TAK ADA TAKE ACTION.SAYA BETUL BETUL PANANS HATI DENGAN SERVICE KAMU,KALAU TAK BAYAR TERUS POTONG LINE LAH,STRAEMYX TAK GUNA SAMPAI DUA BULAN KENA BAYAR BAYAR DUA BULAN DULU TAPI KALAU CABLE KENA CURI,LINE ADA MASALAH TAK TENGOK KAMU CEPAT BUAT,CEPAT SETTLE.SAYA BETUL-BETUL GERAM DENGAN PERBUATAN KAMU.
tunggu punya tunggu punya tggu x timbul2 ape kes ni dato?cube cita skit
Hi Keith, thanks for the courage. I face same problem with TM too. need a few long chats to talk to them, and seems things cannot get done. my case is to get rebate for faulty service after line termination. I wrote a very long email to a group of people which i dunno who yesterday. someone name Hazimi bin Kassim responded to my email and the next day i get a call from TM saying that they will investigate on this. But what i hope is the whole customer service system would be imroved.
Anyhow, things still not resolved.
fyr:
https://www.tm.com.my/AboutTM/CorporateInformation/Pages/Who-We-Are.aspx
Telekom is a giant monopolised axxhole. They didn’t care much about their customer since they know they are the only fast speed ISP in the region. You don’t want to use, you get lost. I don’t care a damn. This is their CEO attitude. But think back, who make them become so arrogant? Is us the customer with majority who like to keep silence for any issue. We should stand up and fight for our right instead. Let’s gather together to eliminate the monopoly and let the serious players come in to split the market. Only with more competitors get into the market then customers can enjoy a fair service.
having the same problem..should i email to tmceo@tm.com.my ?
Dear Dato,
I am new IPTV fibre connection subscriber as I came to know all maxis/Astro Fibre are supplied by TM net known to be one of the fastest connectivity so far. I made an appointment weeks before Raya and was told the installation can only made on 25th, July.
Here’s where my nightmare starts,
25th July 12pm – a Chinese technician came over while the house owner was told it needs at least 4 holes to be punched on wall, the wires needs to cross over 1 bedroom to dining room which my house owner resists to carry on installation. Based on the technician feedback there s no port in front of my house which is why the installation need to carry on all the way from back door to dining hall(18*65sqf house)I managed to convince the house owner in the end to install without any consideration how far it may impact my house, the technician somehow was caught in the raining when he promised to come back after installation opposite my neighbor. The technician said just called helpline and he will fix afterwards.
I made call on 25th July, 31st July, and 1st Aug requesting installation since I was told there will be cancellation penalty of rm200. Without being told any reason not any followup call done, after I follow up with IPTV on TM technician updates, no answer and updates given!
On 1st aug, I receive IPTV Helpdesk Informed the updates from TM stating they are having port issue, it takes 20 days to have new ports set up before installation can be made. I urge for a definite answer as it’s been long waiting and I have been using mobile to access internet for work and personal usage over 3 weeks and the billing is piling up!
5 August, I request and updates if someone can call me back by 7aug so that I could make a decision if to carry on other ISP. I was told to wait without a definite answer if the port will be set up as in waiting timeline. No body called me, I called and same answer given. Still I have been asked to pay rm200 penalty if I decide not to carry on installation.
10th aug, my 5th follow up answer from IPTV stating no answer from TM net and they can’t confirm if could cancel my installation request without penalty!
Out of frustration of more than 3 weeks waiting and wasting my mobile coverage, I am here seeking for TM to look into this as I can’t hold this any longer if anyone can seriously look into this area – PUJ 6/15 Taman Puncak jalil and provide a definite fixing date & solution!
Thanks!
Adding on – how would you think from consumer perspective it’s TM net port issue for not able to install the fibre on time and why would the penalty have to be bear on consumer side. Who is going to pay my past 4 weeks waiting time excessive mobile data usage?
fucking noob unifi slow speed 3 people use only download 149mb thing wan half hour tm wat r u doing?mother fucker stupid shit
How can this still be the situation? How can it still be the case, in 2015, that really “well-understood” technologies (telephony, voice prompts, etc.) are still detracting from TM, rather than improving it, and am so bewildered by the unattended interruption line service though a week and calls been made to 100 to raise complaint.
My Fon line have problem more than 2 month,until now not settle yet,
We made complain more than 15 time.still some.But For Nothing they barred my line 3 times in a month.
If i have any alternative than tm line using land number defiantly i will change.Coz they tm service is too bad now days
Muzium arkeologi lembah bujang line telifon rosak dari 25-9-2015 hingga sekarang masih rosak tiada tindakan dari TM 044572005 fax 044575051
Try this.
Call 100. Request TM to do a refresh on your Unifi.
I’m done with TM is really suck!!
Just got stood up by Unify contractor today and the didn’t even have the courtesy to notify that it had been cancelled until I called to complaint. This is really bad, they confirmed my order super fast on 30/10, promising the sky and heaven and even date of installation .. but have no courtesy to inform that they had to change the installation date despite having 9 days in their hands.
Calling to call desk doesn’t help either, she could only offer sorry that no one contacted myself and almost immediately I received an sms for new appointment.. I simply don’t have the confidence that they will treat us, customers seriously.
I have asked for compensation since it was TM who had made the last minute change of appointment, however, the call centre lady replied politely that this penalty only applies if customer made the last minute change…hahaha.
Can’t help laughing on how big corporate makes unilateral terms and bully the consumers. At least, I have my complaint ticket number.. lets see where did it goes from here..
saya ingin buat pembayaran di kiosk tm point di pandan indah..tetapi no akaun yg diberikn kpd sy tidak sah.sy mmg tiada masa pada waktu siang untuk..sy balik keje tm sudah tutup..bg lah no akaun yg betul kepada sy.telefon customer service pun buat sakit hati je.tidak menbantu langsung.
Here is my story – adding on the the many of your who are frustrated and lost of hope
-13 December, we called Unifi for info on a new subscription. I guess it was fair to say that we received the information we needed.
-14 December, we called back to clarify on a few items – then was suprised that what ever information received on 13/12 was not accurate.
– 15 December, I personally called to speak with a personnel there, no suprises, i got some very different information from the previous 2 calls. Mariam, the person on the phone told me that there is a promo going on – that if i applied through the internet, i will get 1 month’s free subscription. I was told that someone will get back to me within 3 days to get details from me and installation will be done within the next 3-7 working days.
– 16 December, I applied online happily and eager awaited for TM to call. 17/12 – no call, 18/12 – no call, 21/12 – no call
– 21 December : since I didnt receive any calls and have very little faith in our local operator’s way of doing things, i decided to give a call to follow up. Apparently they dont have our company name in the system as a new subsciber…Nevermind, so we confirmed it again. On the same day, a guy by the name of Firdaus called and wanted to confirm the address of our office to check if there is good line reception (which was already done during my call on the 15th). I felt this call was pointless just to check for line reception. He then said that someone will be in touch either today or tomorrow.
– 22 December : waited and no calls from TM. Being worried as time is no friend of mine (we need the internet running asap as we have moved offices and we rely heavily on the net) i decided to call them instead. Apparently, they couldnt find our company subscription (which was not a good sign)
– 22 – 24 December was 3 grueling days where i had to spend my time chasing these idiots as they couldnt give any solution, said they will call me back but ALWAYS never did, could not give me a timeline, never kept up to their promises and blah blah blah.
– 28 – 30 December : i was suprised when this guy called Kamal called on 28/12 from TM which i was happy to receive his call – but then got furious when his purpose was just to inform me that someone will be in touch with me!!! How stupid can TM’s customer service process be that this cannot be simplified and enhanced to ensure customer satisfaction???
These 3 days, i had to waste time calling, chasing, and speaking with imbeciles to get my case sorted out. Today, it has been 2 wednesdays since i last applied online. Where the hell is promise their SLAs?? Today i literally fired 2 guys over the phone, kamal and Shahrol to get someone to sort this case out by TODAY. Kamal did however promised me that he would……….however, its all BS!
Moral of the story – if you need good service, reliable internet connectivity, bring your business somewhere else
Here is my story – adding on the the many of your who are frustrated and lost of hope
-13 December, we called Unifi for info on a new subscription. I guess it was fair to say that we received the information we needed.
-14 December, we called back to clarify on a few items – then was suprised that what ever information received on 13/12 was not accurate.
– 15 December, I personally called to speak with a personnel there, no suprises, i got some very different information from the previous 2 calls. Mariam, the person on the phone told me that there is a promo going on – that if i applied through the internet, i will get 1 month’s free subscription. I was told that someone will get back to me within 3 days to get details from me and installation will be done within the next 3-7 working days.
– 16 December, I applied online happily and eager awaited for TM to call. 17/12 – no call, 18/12 – no call, 21/12 – no call
– 21 December : since I didnt receive any calls and have very little faith in our local operator’s way of doing things, i decided to give a call to follow up. Apparently they dont have our company name in the system as a new subsciber…Nevermind, so we confirmed it again. On the same day, a guy by the name of Firdaus called and wanted to confirm the address of our office to check if there is good line reception (which was already done during my call on the 15th). I felt this call was pointless just to check for line reception. He then said that someone will be in touch either today or tomorrow.
– 22 December : waited and no calls from TM. Being worried as time is no friend of mine (we need the internet running asap as we have moved offices and we rely heavily on the net) i decided to call them instead. Apparently, they couldnt find our company subscription (which was not a good sign)
– 22 – 24 December was 3 grueling days where i had to spend my time chasing these idiots as they couldnt give any solution, said they will call me back but ALWAYS never did, could not give me a timeline, never kept up to their promises and blah blah blah.
– 28 – 30 December : i was suprised when this guy called Kamal called on 28/12 from TM which i was happy to receive his call – but then got furious when his purpose was just to inform me that someone will be in touch with me!!! How stupid can TM’s customer service process be that this cannot be simplified and enhanced to ensure customer satisfaction???
These 3 days, i had to waste time calling, chasing, and speaking with imbeciles to get my case sorted out. Today, it has been 2 wednesdays since i last applied online. Where the hell is promise their SLAs?? Today i literally fired 2 guys over the phone, kamal and Shahrol to get someone to sort this case out by TODAY. Kamal did however promised me that he would……….however, its all BS!
Moral of the story – if you need good service, reliable internet connectivity, bring your business somewhere else
Thanks for your post Keith. I just sent off my email to the CEO. Their services are abominable! My case was not even about internet, but just about having the land line up consistently – even that they can’t do! In November, we only had the phone up for 1 week! December, 12 days! Crazy!
Not only UNIFI. My Streamyx and phone has been out of service since September 2015. Nothing much has been done. Problem still persist. I called Customer Service more than they call me and their excuse is always the same… “We will attend to it imediately”, “Your case will be our priority”, “Very sorry for the inconvenience”. TM shouldn’t be call as Telekom Malaysia but should change to Tipu Malaysia.
I hv reported a case to TM 6 days ago, no internet connection for 6 days n it is for my business, can u imagine want is the consequences I m facing?
2 days ago, a lady from 2nd level called me n told me their technical team will come at 10am, n guess what, no 1 turned up.
I hv been calling to asked for the status, n they r like robot repeating the same thing to me:” we will help you to check miss, atm we cannot promise you our technical team can come over by today, we will get our technical team to call u….. Bla bla bla”
After numerous calls I’ve made to call center at 100, Just about a min ago, finally a lady called me back, she claims that she is from 2nd level oso, what she did was, asked me did anyone from their technical team called me, I said NO, next she said:”ok we will arrange our technician to make appt with you……”
Omg….. They promised me to come at 10am yesterday, we have been waited from yest 10am till now, n now they are telling me they cannot promise when technician can come AGAIN???!!!
For 6 days! Just a simple arrangement n TM services can screw up???!!!
I requested to talk to an upper level or at least someone that can make decisions, they just told me I cannot do that, what is can do is to call 100 can repeat the stupid things again n again!
We paid the fees promptly, what about TM’s service??? There is no SLA? Can I not pay TM for the 6 days for the disruption?
Please fix the damn unifi, housing area get 200-500 ping, i am not gonna pay anymore bills for this issue. im gonna go TIME BYE UNIFI
I hv reported a case to TM 6 days ago, no internet connection for 6 days n it is for my business, can u imagine want is the consequences I m facing?
2 days ago, a lady from 2nd level called me n told me their technical team will come at 10am, n guess what, no 1 turned up.
I hv been calling to asked for the status, n they r like robot repeating the same thing to me:” we will help you to check miss, atm we cannot promise you our technical team can come over by today, we will get our technical team to call u….. Bla bla bla”
After numerous calls I’ve made to call center at 100, Just about a min ago, finally a lady called me back, she claims that she is from 2nd level oso, what she did was, asked me did anyone from their technical team called me, I said NO, next she said:”ok we will arrange our technician to make appt with you……”
Omg….. They promised me to come at 10am yesterday, we have been waited from yest 10am till now, n now they are telling me they cannot promise when technician can come AGAIN???!!!
For 6 days! Just a simple arrangement n TM services can screw up???!!!
I requested to talk to an upper level or at least someone that can make decisions, they just told me I cannot do that, what is can do is to call 100 can repeat the stupid things again n again!
We paid the fees promptly, what about TM’s service??? There is no SLA? Can I not pay TM for the 6 days for the disruption?
Please fix the damn unifi, housing area get 200-500 ping, i am not gonna pay anymore bills for this issue. im gonna go TIME BYE UNIFI
Just read the whole discussion. The main reason your internet is slow is because of the shitty Unifi router that they gave u. Before calling them to complain, do this..get yourself a better router, Asus preferrably but any brand that supports Unifi/Maxis should work. Update the firmware on the router then test it on Unifi for a week. You will be surprise that most of the problems will suddenly disappear.
Just read the whole discussion. The main reason your internet is slow is because of the shitty Unifi router that they gave u. Before calling them to complain, do this..get yourself a better router, Asus preferrably but any brand that supports Unifi/Maxis should work. Update the firmware on the router then test it on Unifi for a week. You will be surprise that most of the problems will suddenly disappear.
The unify services sucks because of stupid people who are managing the who customer issue and attend to this
The unify services sucks because of stupid people who are managing the who customer issue and attend to this
I doing relocate my office unifi at Port Klang TM Point on 11-04-2016..but by the end the staff name Nur Shuhada Mohd Jailani doing wrong relocate for me..She take my Factory unifi to do relocate..because of this my factory need to stop a work..
I doing relocate my office unifi at Port Klang TM Point on 11-04-2016..but by the end the staff name Nur Shuhada Mohd Jailani doing wrong relocate for me..She take my Factory unifi to do relocate..because of this my factory need to stop a work..
and UNIFI still suck dicks
and UNIFI still suck dicks
Learn from me,u cant depend on their CSR to help you to solve the problem.what i am doing is i keep the unifi installer number..when my internet down i just call them.they are more faster rather than you get thru CSR.
Learn from me,u cant depend on their CSR to help you to solve the problem.what i am doing is i keep the unifi installer number..when my internet down i just call them.they are more faster rather than you get thru CSR.
My unifi broke down at the beginning of a long weekend. Looking forward to surf net and what tv but all spoilt. Call useless unifi line and instead they blame on my condo switch room locked. I call 3 different csr and got 3 different answers. This is a disgrace TM!!!!
My unifi broke down at the beginning of a long weekend. Looking forward to surf net and what tv but all spoilt. Call useless unifi line and instead they blame on my condo switch room locked. I call 3 different csr and got 3 different answers. This is a disgrace TM!!!!
First of all, i would like to thank you Keith to provide the CEO email address.
The problem here in whole companies, when i would to get any information from the customer service, i feel i am talking to person not to company, THERE IS NO FIXED RULES HERE!! its depending on the sales counter, they have gave me discount last month, when i received the bill today morning the amount increased RM 100!! I asked my self i have signed contract with them just last month to reduce the amount not to increase!
The same problem happened to me at CELEBRITY FITNESS MALAYSIA, they gave me one month free, then i tried to use the facilities second month they told i need to pay, the contact have been sign with person, he has resigned already, i asked the manager, i have signed contract with company or person????
This is the problem if there is not fixed rules.
I will write email to the CEO, if they couldn’t fix my problem.
Thank you once again.
Cutting cost gain more porfit, hire those lousy people as customer service. Standard answer for problems. System are bugged everywhere. Even subcribing to TM is a problem to chase after. From twitter to facebook and lastly decided get help from agent. Oh my lord, why this company still survive these day. Even p1 is better than you exclude internet quality and pricing.
Just yesterday my internet went down, not a month of usage there is a problem already. I tweet them about my problem but the staff seems do not want to help and spend hours to reply a single tweet. DM me with a long text bla bla bla and a report number which is different number from what I receive on mobile phone later that afternoon. Automated system begin to spam my mailbox. Restoration on progress, on delay. WHAT? I need a technician not those bunch of sms to give u hope but not solving the problem.
This is like curing a toxic with morphin. ridiculous.
Cutting cost gain more porfit, hire those lousy people as customer service. Standard answer for problems. System are bugged everywhere. Even subcribing to TM is a problem to chase after. From twitter to facebook and lastly decided get help from agent. Oh my lord, why this company still survive these day. Even p1 is better than you exclude internet quality and pricing.
Just yesterday my internet went down, not a month of usage there is a problem already. I tweet them about my problem but the staff seems do not want to help and spend hours to reply a single tweet. DM me with a long text bla bla bla and a report number which is different number from what I receive on mobile phone later that afternoon. Automated system begin to spam my mailbox. Restoration on progress, on delay. WHAT? I need a technician not those bunch of sms to give u hope but not solving the problem.
This is like curing a toxic with morphin. ridiculous.
Selamat malam,salam 1malaysia bagi puan tuan,sy rizad daripada tangkak johor. Ingin memaklumkn tentang tidak kebekesanan pihak tuan puan mengendalikn perkhidmatn..in kes sy bkenaan aduan kerosakkan wayar telefon yg mne sering kali ptus akibat dilnggar oleh krn trlalu rendah tiang nye.smingu yg leps sy telh mbuat report di tm muar utk dibaik pulih..dn mnta digntikn tiang yg lbih tngi sprti cntoh rumh sblh sy..yg amt mndukacitakn shingga hari ini tdk dibaik pulih dn wayar putus trbiar ditpi jln..harap pihak tuan puan bekenan dgn laporn sy smoga telekom malaysia lebih maju.
TELECOM MALAYSIA MUST CHANGE THE PLAN THAT UNIFI 4 MBPS TM MUST MADE RM280
THE STREAMYX 30 MBPS IS RM 180 FOR 100 MBPS RM320
BEACAUSE THE UNIFI LINE IS BATTER THAT STREAMYX?
I SUGGEST TM TO CHANGE THE LINE PLAN…
NOW I PAY RM 288 FOR 4 MBPS STREAMYX LINE?BUT SUCK LINE
I HOPE TM CANT UPDATE MY SUGESSTION?
why the streamyx LINE like suck?
always slow n loading allway??
tm like suck?
services are very low?
boikot tm streamyx?
i pay so inspensive?
but i get fuck line?
same like fuck tm?
update the line?
make batter line?
i suggest u close the tm streamyx line beacause the line is FUCK…
TELECOM MALAYSIA MUST CHANGE THE PLAN THAT UNIFI 4 MBPS TM MUST MADE RM280
THE STREAMYX 30 MBPS IS RM 180 FOR 100 MBPS RM320
BEACAUSE THE UNIFI LINE IS BATTER THAT STREAMYX?
I SUGGEST TM TO CHANGE THE LINE PLAN…
NOW I PAY RM 288 FOR 4 MBPS STREAMYX LINE?BUT SUCK LINE
I HOPE TM CANT UPDATE MY SUGESSTION?
several years back when tmnet is under a Chinese ceo, cant remember his name but micheal something.
I fax to him on streamyx issue (having problem of running sped of 512k to 1 mb (after upgrading) with technical team for 2 months).
It was solved the next day.
if tmnet cant solve or delay solving your issue, you can now complain to MCMC
several years back when tmnet is under a Chinese ceo, cant remember his name but micheal something.
I fax to him on streamyx issue (having problem of running sped of 512k to 1 mb (after upgrading) with technical team for 2 months).
It was solved the next day.
if tmnet cant solve or delay solving your issue, you can now complain to MCMC
we already put out our money for better ineternet services,govt budget for SUBB RM600million ? where is the upgrade? where is the promise higher internet speed for lower cost?
In terms of the financial aspects of the projects, the total cost of the HSBB 2 investment over the ten year period will reportedly be MYR1.8 billion (USD419 million), with the government contributing MYR500 million of that and TM responsible for the remainder. Total investment in the SUBB project, meanwhile, is expected to be MYR1.6 billion over ten years, with the state’s portion of that being MYR600 million and again TM covering the balance. -telegeography.com
Still the same in 2017. We should congratulate TM for staying the same after all these years! Amazing
I m reading this article because my unifi went down on 15/12/2017 ( i was issued a ticket 1-xxxx) and till today 19/12/2017 NOTHING has been done by so called unifi technical team… i subscribed unifi 2 months ago with so high hope on them…
More surprisingly…. i m facing the same old stories back to year 2012 as Mr. Keith and so many other tm unifi user from year 2013 – 2016….
Really SPEECHLESS…!
Just checking when telecoms will provide Unified wifi to tmn tunku area in Miri Sarawak as its a big housing estate complete with commercial/industries including college & schools . So really needs to up grade network please
Thanks
actually, the CEO knows nothing, i bet he even still use iE.
Dear CEO
IM STAYING AT
Edited by Keith,TAMAN MELUR,BAGAN AJAM .BUTTERWORTH PENANG.I WENT TO TM OFFICE IN BSGAN LUAR ROAD BITTERWORTH TO REGISTER FOR UNIFI BUT WAS TOLD MY AREA IS NOT COVERED.WHEN I ASK YOUR STAFF THEY I HAVE TO GET 15 TO 20 SIGNATURES THSN THEY WILL CONSIDER TO INSTALL UNIFI SERVICES.WHAT PUSSLE ME IM PAYING FOR YOUR SERVICES BUT I HAVE TO DO THE WORK FOR TM TO GET THE SIGNATURES FOR THEM WHERE IS YHE LOGIC. WITH THE PRESENT TEKNOLOGI DO WR STILL NEED TO GET TJR SIGNATURES OR IS TM IT SYSTEM IS 30 YEAR BACK DATED.WHAT IS TM MARKETING DEPT DOING.THEY ARE THE ONCE SHOULD BE MEETING WITH CUSTOMERS TO GET THE SIGNSTORIES BUT THEY TELL THE CUSTOMER TO GET IT FOR THEM.DONT TM HAVE ANY SYSTEM WHERE THRU EMAIL THEY CAN REACH THE CUSTOMR .WHAT I FEEL FRUSTATED BECSUSE MY STAYING TOWN N.I CANNOT ENJOY UNIFI SERVICES.THE HOUSE ACROSS MY HOUSE IS HAVING UNIFI SERVICE THAT IS 5 STEPS FROM MY HOUSE IS FHE DISTANCE.TM.IS ADVERTISING ALL CAN REGISTERED FOR UNIFI BUT WHERE IS IT.DEAR CEO PLS DO SOMETHING ABOUT IS .SO I YO CAN ENJOY UNIFI.
THANK YOU.
l want to complain about our companyas unfi has been broken for nearly a month. We have notified the relevant authorities, but we have not been able to arrange for staff to come in for repairs until now. I hope you can help us to deal with this matter seriously. Thank you.
l want to complain about our companyas unfi has been broken for nearly a month. We have notified the relevant authorities, but we have not been able to arrange for staff to come in for repairs until now. I hope you can help us to deal with this matter seriously. Thank you.
Hi Keith,
Just wanna share my experience:-
17May2018 – UNIFI was down since 17May2018 around 4am. Called in the morning, was informed that there has been 40+ users complaint, so they will fix it and we do not need to lodge report. Till evening after 6pm, UNIFI still donw. Called again, and was told that everything ok in our area, and they cannot check back the things happened in the morning (?????). Ask us to lodge report, and they will respond in 24 hours.
18May2018 – UNIFI still down whole day. Called again and told that it is still in progress. TM unable to give date on when can be fixed, unable to give contact number of technical staff, unable to give any commitment. All they can do is apologised for inconvenience caused, which is insufficient in this situation and it is not helping in anyway.
19May2018 – Live chat, and still given the same answer, no help at all to fix the problem.
20May2018 – UNIFI down whole day.
21May2018 – As at now 2pm, UNIFI still down, no update from TM. Finally, follow advice and lodge case to MCMC.
22May2018 – A UNIFI technician called, and said need to visit my house and check internal. Need to take leave and stay home to wait for them. Still unknown whether can be solved by today.
I think TM need to hire and train more technicians. They need to commit to solve cases within SLA.
Thank you.
I think the whole tm team are sleeping. my unifi problem since last friday no solve. Mr. Gobin should do something on this team.
HELLO DATO,PLS LOOK INTO MY CASE SERIOUSLY,MY PHONE LINE
(deleted by keith)HAVING PROBLEM SINCE 14/6/2018 UNTILL NOW STILL NOT RECOVER YET!!DUE TO TM LINE ERROR CAUSING ME LOOSED HUNDREDS OF CUSTUMER. I DON’T UNDERSTAND WHY TM TECHNICAL PPL NEED SO LONG TO SOLVE THIS PROBLEM.AGAINS UNIFI FIXLINE BREAKDOWN SINCE 17/09/2018 UNTIL NOW!!!!NOBODY CONTACT ME EVEN I COMPLAIN TO CUST SERVICE,THAT’S CUST SERVICE PROMISSED TO CAL ME ON THE SAME DAY.THIS IS THE 3RD TIME HAPPENED TO ME WITHIN 2 1/2 MONTHS.
DATO,AGAINS MY TM FIXLINE BREAKDOWN!!!!(03-8062 0000,03-8076 1000,03-8075 2000,03-8075 1000) SINCE 14/6/18 UNTIL 27/7/2018,RECOVERED ONLY ONE WEEK NOW AGAINS BREAKDOWN.I CAN’T ACCEPT THIS HAPPENED TO MY OFFICE BECAUSE WE HAVE TO DO BUSSINESS …
How apt and right you are.. this is still happening now at the year 2018.. nothing has changed.
Hi Mr CEO,
My name is Fatin Azrin Binti Atan represent account holder Mr Lee K Seng and Account Number D919925-644-0202 / Telephone Number 07-556 3210, I want to ask about my bill of September 2018. make your knowledge for the bill we can not using the line and internet for 3 weeks, so why? we have to pay the amount..
We have the exact same problem. The internet failed 30 Sept, My son made the compliant (my wife & I were abroad) & was told a TM Eng would come on Sat 6th. The TM Eng arrived Sun 7th & said its an external cable problem. On Monday (my son took the day off) another TM Eng arrive & replace the fibre cable, apparently a rat had chewed through it. He said the internal modem was also at fault & was unable to connect us to TM/unfi and that another TM Eng would come later in the day. That TM Eng called at 5.50pm to say we must make another report. . . . . . still no internet connection.
Tonight a very sweet girl at TM will listen to my problem and apologise & will be very sorry & make a report & say she will do all she can to resolve my service & then she will remind me to give her high marks, if were requested to do so. I will then have to wait on TM service Engineers to call & arrange another day to meet at their convenience & maybe receive the service I’m paying for
We have the exact same problem. The internet failed 30 Sept, My son made the compliant (my wife & I were abroad) & was told a TM Eng would come on Sat 6th. The TM Eng arrived Sun 7th & said its an external cable problem. On Monday (my son took the day off) another TM Eng arrive & replace the fibre cable, apparently a rat had chewed through it. He said the internal modem was also at fault & was unable to connect us to TM/unfi and that another TM Eng would come later in the day. That TM Eng called at 5.50pm to say we must make another report. . . . . . still no internet connection.
Tonight a very sweet girl at TM will listen to my problem and apologise & will be very sorry & make a report & say she will do all she can to resolve my service & then she will remind me to give her high marks, if were requested to do so. I will then have to wait on TM service Engineers to call & arrange another day to meet at their convenience & maybe receive the service I’m paying for
Well nothing has changed from 2012. Having the worst customer service experience ever. No connection TV + Internet for the past 5 days and have called and entered their chatroom multiple times a day but every time the feedback is “Technical Team will contact me”. But 5 days have passed and neither I have any forms of communication from Unifi whatsoever nor the issue is resolved.
Lesson: STAY AWAY FROM TM.
Hi Keith, American CEOS are different from Asians. For them complains are opportunities for betterment. For instance when emailed a complain on landscaping to YB Khalid then the MB of Selangor, he responded to my email and requested his secretary to look into the issues immediately and gave the contact info of his secretary too. The MPK head then Tuan Mislan to responded . When Azmin was MB he did not respond to my complains and was the same with the former MPK head.
Now coming to TM Unifi – they are daylight robbers of Malaysians. The cost vs speed in Asian region clearly shows we are overcharged and getting lower speeds compared to our neighbours. I have highlighted on their Customer Unfriendly Offers / Deals . TM should realize that they are a Customer orientated Company thus ‘No Customer , No Company’.
YB GS Deo has made the right move to improve our Telcos which are robbing Malaysians. TM and ASTRO plus TNB are all doing the same. The rakyat should feedback and voice out for their rights as Customers.
I hope Changes take place soon. I have feedback in several websites and
even Change . org.
Have a nice day
R.
I’m having the 30mbs package paying RM189 for the last few years. Staying in 1st Floor apartment. I’ve opted to disconnect Astro since HyppTv is available in the package. Little did I know… I think I have been ripped off for the longest time by TM. I’m not that IT savvy, as long as there is a connection I’m okay with it. The thing is, the line has been from bad to worst and I just could not take it anymore. The last couple of weeks the wifi keep dropping and HyppTv is not available… its like you are watching a broken CD!
So I googled of course on how to do speed test bla bla bla… lo and behold… the download and upload reading was sooo bad it made my eyes turn red. What they promised is download speed of 30mbs and upload speed of 10mbs, right… but no.. it was from the range from 12.6/9.43 to 8.61/7.64mbps… so you see… all this while this was what I’m getting.
Of course then I called TM CC and of course they asked me to reboot which I told them I did that like 10000 time already and one more time you tell me that I will kill you… well… then she passed to Technical dept… and they did take my complaint.. that was on 7/12. Since I have to go out of town on the weekend, the technician called me and told me that they did something externally and change a port or something I can’t remember. (I must say that their respond to this was fast)
They said they will call me on Monday to see whether my connection is already okay or not. On Sunday when I came back, thank God there was a connection though I think its still slow, but at least i can watch the TV. Then I did the speed test again, still the same. And of course the connection again went crazy and Hypptv too. And of course no one call me on Monday, just only today Wednesday.
So, today I went to their website and saw their latest package of 100mbps for RM129!!!!! Say what?! Of course again I called the CC which i have to wait to almost an hour to speak to the rep. I told them I wanted that since your 30mbs package is sooo bad… and the answer… not available for hi-rise building… OMG!!
how is that fair huh?! Then the rep told me we have another package at RM119 same for whatever I’m getting now except phone call will be charge at RM0.20 p/m. If I wish to change, my contract have to be renewed. Oh no!!! But stupidly I agreed!!! Because anyway I do not used the landline much. And at the same time I complaint again about the unifi terrible horrible connection. So… although I got to save RM70 and the technician hopefully will come and have a look at the problem/s…I’m still in despair…….
Sorry if this topic sounds lame but I’m very very frustrated am this point of the time
I have reported a case to TM of faulty service for my incoming ring tone seem last three weeks but lately getting worse and delay its influence for my business line, can you imagine what is the consequences I’m facing. I have been calling to asked for the status and they are like a robot repeating the same things to me: ‘ we will help you to check miss, btw we can’t promise you our technical and construction team can reconnection n solve the problem by the day, it’s because the underground cable have been stolen!!!!!! This construction project shall forward my issues to the technical people…….bla…..bla……bla….., I paid the service for every single day not just working day. I cannot do anything, what is can do is call 100 then repeat the stupid things again and again!!!!!! We paid the fee portly, what about TM service????? Can I not pay TM for the 1 year for the disruption?
Seven years has passed since you wrote to the CEO, and now a new CEO and do you think things have changed?
I was about to do the same you did 7 years ago when I came across your blog. My issue was simpler than yours but let me assure you it was just as frustrating, if not worse.
Long story short. I called them everyday to resolve the issue and every time the same canned promises were made. We will try to resolve your problem as soon as possible. And at one time they even promised me within 24 hours or less. That was when I shouted at them in the phone. Sometimes that’s the only way to get the message across to them but NOT with TM. Do you think threatening to write to the CEO would make them piss in their pants? They’ll probably LOL while ROTF because their CEO has a better canned reply!
But, you’ll never know with the new broom. Let’s see if he sweeps clean. I’ll write to the new CEO, and we’ll compare notes later.
Oh boy…After having problem with my unify..then i start to realize, TM service is such a low level. I should have check the comment in web.. Now i am stuck with no internet, no TV, no Whapps and no Movie at home. ..With the new government I thought it can improve but still TM behave the same. Consumer right is zero..we are stuck with the contract but no service being render. Really at the mercy of provider …
Yeah, unifi really SUCKS BIG TIME!!! Since instalation, the download speed never reach 5mbps. Lately the download speed is below 3Mbps but upload speed is over 10Mbps!!! WTH!!!. If tm wont rectify the speed issues, I will definitely will report them to SKMM.
Sorry, just forget reporting to SKMM they another bunch fool’s who will not follow up. Now a days all our govt dept and Ministries just set on auto reply and the computer will reply. I am facing same on my billing problems and last 5 days I am fighting with UNIFI to send technicians to solve internet problem.
Hey Emkay,
unfortunately, Unifi has been pretty disappointing in their service delivery. Although 3Mbps isn’t as bad as some of the stories I hear, you still have a right to be upset with the quality, try a complaint to SKMM but they didn’t really help me in my report.
On a separate note, if you send over the screenshot of a 3Mbps download and 10Mbps upload, I’ll be glad to post it up.
THanks.
Yup exactly what I’m facing at this current moment. Call center technicians AND billing department are a bunch of robot who:
1) Gives the same lame “Let me check” line when they pick up your call and same stupid excuses (system down sounds familiar?)1) Will not pass your call beyond them to someone with more “power” to “call back” (military barrier?)2) Will not give you ANY email or number to complain and/or feedback (need I waste my precious time and money waiting for the 1300 to be picked up?)3) Will not commit to a time when your connection will be restored4) Will not pass the message and ask the technician in charge of reconnection to return a simple call of acknowledgementIt is VERY frustrating talking to these people, I seriously think that they’re there just to stall you, bring you on a wild goose chase and in the end, still nothing is being done.
May I ask if your connection was ever reconnected after your post?
Thanks for the comments Sue.
Yes the connection was restored, and to be fair to TM, the UniFi connection from TM is far better than anything I had with Yes! or my wife’s 3G maxis connection. It’s super fast and (as of right now) super stable.
In fact, besides the 9 days downtime, my Unifi connection has been flawless for the last 5 months.
Just last week I decided to unsubscribe the Streamyx at my father’s place seeing that he hardly uses it. Decided that maybe i should get him a Yes dongle instead.
Coz obviously my old man who just learnt how to use the computer less than a year ago is not doing any heavy upload or download activities on the Internet. Nor does he know how to play Internet games. So it’s just mainly light Internet surfing.
Now, I’ve heard that you need to be physically present at the tmpoint centre in order to terminate a service. But I refuse to believe that. I mean, this is an Internet service provider company. Whose parent company is a telecommunications service provider. Of all companies, I would expect this type of company to embrace the benefits of the virtual world where things can be done and verified online. I sent emails in the past but I did not hear back from them. So I decided to give them a call. A lady asked me tens of question, before passing me on to the technical team who asked me the same set of question, before telling me that I got to be present physically at the centre. People were right….speechless…
So last Friday, I sacrificed my lunch and went to the tmpoint in cyberjaya. Saw a ugly handwritten ‘system down’ sign on the door..speechless moment number 2. Was told to fill up some form. I didn’t have my account number with me. They to check from the systemAnd I also mention Streamyx like 3 thousand times.
Then today I found out, that my unify connection was terminated instead (I hadn’t the chance to check with my father if his Streamyx is still active or not). They had …. terminated…the…wrong….service…. Speechless ….
Hearing that TM canceled the wrong service is truly heart-breaking. It’s terribly disappointing that you sacrificed your lunch only for TM to say “System down” …to me that is unforgivable.
It’s sad to see a company with such bad customer service continue to reign on the back of a Government granted monopoly. Let’s hope it’ll only be a matter of time before TM make good on their promise and allow other 3rd parties access to their backbone.
My installation got cancelled on the day of installation itself. Their staff failed to inform me and if i didnt call 2 hours before the supposed installation time, i would have waited in vain. Their customer service personnel, Ahmad bin Arif (not sure if its even his rreal name) assured me that they will come next week. I will call them everyday til then to make sure that they do. Will updats here next week.
Thanks for the sharing Felicity, if I’m not mistaken some areas in KL have their installations ‘outsourced’ to 3rd party contractors which makes the quality a bit inconsistent.
Let us know how you thought TM customer service treated you and whether you eventually got your installation successfully completed.
Tm?? wat can we expect from them.. I live in terengganu n sometimes i feel they treated us here like a second class citizen plus with no brain watsoever.
About 2 weeks ago modem in my house was not functioning. When I sent it to tm branch they said the modem cannot be used anymore and they cannot replace it as it’s no longer under the warranty so they cannot do anything. Yesterday i went to one of the tm branch and asked the staff there what should i do.. The staff told me i can buy a new modem at tm points.. So i went there and unfortunately, there’s no available stock. But the staff there said, i can buy modem at computer shops. To make it short, i bought a modem at a computer shop and when there was a configuration problem i tried consulting tm but to my horror, they said its my own problem because i bought it myself..So today, I spent my whole day contacting the customer service and finally, after Asar, Pok Harun the tm staff arrived. To my surprised, my old modem is still okay, only the problem with the modem plug which will cost me around Rm 15. I bought a new modem which cost me Rm150 for nothing.. So please la inept tm staff weyy, if you dont have the expertise just admit it and don’t make other peoples’ life miserable..
That’s a real sad story. Are you using streamyx or Unifi? I remember configuring Streamyx required some additional info that wasn’t readily available. I hear this a lot from readers fed up with TM customer service and they could do much better in terms of technical know how , I get very agigatated when anyone tells me a flush dns will solve my internet problems…VERY Agigatated
I had a couple of bumps on the road with both Streamyx and Unifi and like you, their solution was to reset, flush, rinse and repeat. Apart from bad customer service I’m inclined to believe they are not willing to invest chunks of moolahs on REAL and PROPER technology, which explains why we get a half-arsed internet service. They have yet to convince me they have a dash of technical knowledge.
I purchased 2 movies from TM’s IPTV on sept 17. Both movies played for about 2minutes and then all i could see was garbled picture , something like what astro would be when it rains or when you buy a cheap pirated CD. Called the tm number and after the usual long wait, as what keith experienced, she could not promise me any concrete action that they will take, and they will not call me back. I was told that the charges for the 2 movies which i could not see, will still appear on my bill, and when i receive the bill, i should call again to report and ask for a reversal. If TM is serious about service, their ceo should lead the way and take his job seriously.
Talking about Streamyx… I felt that I’ve been cheated. I recently upgraded my existing package from 512Kb to 1Mb
but I did not get a free modem as advertised. When I went to TMPoint to
collect my cordless phone I was told that I have to get from TM’s
sub-con instead but when asked the technician who came to my house, he
said I have to get from TMPoint. What a lousy service from a big company
like Telekom. I had made several complaints but until not I still not
getting my modem. So for a new subscriber for upgrade, don’t be fool by
TMNET and become a victim like me.
I know the feeling Jack. It really is a sense of betrayal, but TM are improving I suspect, but it still hasn’t reached the mark in terms of service delivery.
Hope you finally get your modem and cordless phone 🙂
UNIFI Sucks big time!! I regret a move i made on 4 Nov 2013. Got a phone call from a Customer Serice rep on that dreadful day saying TM is offering a new package RM 199 to upgrade from my current VIP 5 to VIP 10 and to Platinum HYPP TV package. Fine its was all good coz i pay an extra RM 30 only for the upgrade. And its a confirmation via phone deal (First time for me). And i was suppose to wait for an email few days later confirming it. I got it on the 8 Nov 2013….then rest is history…all the qualms i read here happened to me.
Today is the 20 Nov 2013, till today no upgrades and worst still, my internet is being disrupted EVERY 30 minutes since then. I have made numerous calls and have got 3 reports numbers with me now. Tried emails, calls after calls….NOTHING!!
My advise is, if anyone calls you from TM CS asking you to upgrade, Please don’t do it…
People at TM customer service are a bunch of morons. They put their stupid process in their head & shoved their brains up their a-holes.
Fuck you Cunt.
Malaysia’s internet service is 10 years behind other developed countries….and 10 times more expensive =.=”….even the customer service here is &(&(@#$#%$#
Those maroons and stupid who complaining customer service should work before as customer service first you bastard!!! if you in thier postion than only u know thier pain… they can give you promise u asshole but who want to fullfill it???? if u want complaint complaint to higher management . dont try your bullshit by spoke with supervsior can resolve your problem. they cannot do anything there coz they have barriers asshole. pls go work as customer service before talk regarding them
Oh hey someone who worked for Customer Service and tried to defend them. HOW VERY SURPRISING. It’s because of people like you Customer Service and Consumer Rights Protection in Malaysia are a joke !
Tm really sucker
I facing the same problem on 23/12/2013 my unifi line was no service I call customer service and give me a report no, tm sms me will fix within 24 hours ( I thinking service not bad) next day (tue 24/12/2013) technician call me will come at 5.30pm I wait at home till 6.30pm technician call “oh today cant make it. But I come tomorrow morning (25/12/2013)10.30am I say tomorrows Christmas holiday are u sure u working and technician ppromise YES!! 25/12/2013 WAITING 10.40am i call technician but cant get no choice have to call centre your technician come or not and centre answer dont know I wasted my holiday just wsit the SUCK person, Thursday (26/12/2013 call centre at 10.30am and she told me technician go to your house this morning but no body at home (I whole morning at home no going out) I say why u not calling me before you coming? She just say your mobile cant get (WTF). Today (27/12/2013) I call centre at 8.30am and I giving centre appointment time at 5pm (I dont want just wasted my time to wait ) at 5pm technician not yeah coming call centre again (technician mobile I call but cant get), and centre told me now maybe technician jam may late I ask her to contact the technician to confirm and she told me cant, because she just to reveived phone and record(meaning I talk with a people who cant help me an useless people lousy customer service). TM Very Bad Suck Service
That’s really sad to hear, any follow up ?
My email to TM below and no actions yet
I made a call to your customer service department yesterday at around 5.15pm, Ms Sathia picked up my call. My unifi line was barred without any reason and I was unable to use my services- for clarification I called your centre and Ms Sathia informed me that it was due to overdue amount, but I have explained to her that according to your letter to us, I am suppose to receive a credit adjustment in bill which will only reflect in my october – therefore I was not required to do payment till then. But since I did receive the Sept bill with a wrong credit adjustment, I was unable to make payment as well. Couple of days ago – I received a letter that mentioned the credit adjustment amount – on my own I did a payment of RM300+ on 17th October, but TM disconnected my service on 18th Oct without any valid reason. So Ms Sathia apologized and said she will fix the problem ASAP for me.
I had to send a business email which cost me RM85k urgently and waited till 6.30pm and the problem not resolved, And I call again – MS Nadia picked up the call, I told her the entire scenario again and she was damn rude by saying ” Reconnection is not MAGIC,” and when i said I want to speak to the team Leader she said ” NO ONE WANTS TO SPEAK TO ME BECAUSE OF MY STUPID REQUEST” and she put me on hold FOR 15MINS Without any communication and she hang up the phone. NO EXPLANATION OR DETAILS OR APOLOGY GIVEN.
Any suggestions ?
Try complaint at Communications & Multimedia Consumer Forum of Malaysia, its help!!
http://www.complaint.cfm.org.my
I sign for 2 years contact and on august my first installment of Unifi and unfortunately on September end I have shifted house to Puchong and I called Unifi customer service for relocation purposes and the agent told on current area Unifi no support and asked to go near centered and hang up the conversation on October middle of month I have noticed that I have no receive my bills on my email or sms I called Unifi customer service again and I explain what is the issue happen before and the agent ask to terminate the contract and I asked the producers and the end I agree to relocate to my mom house and one of Indian male agent advised me that outstanding balance need to settle then within 14days will proceed on IT for relocation at kajang. And I have inform that I have never received any bills the whole months when I installed till now and the agent said will file report and relevant team will call back or will receive the bills in 2-3working days and agent advised me to login in Unifi app able to see outstanding and the account number our conversations end there .I have try logging into the app but it’s denied and it’s show Unifi is updated the system at moment please try later and finally I have called on Nov about my bills and issues that no one call back regarding the payment or bills from Unifi .Indian female agent name Rajeswary handle my issue last and she said my outstanding is 150 something and ask to proceed payment and gave me account number and I have inform her that my salary will in 27/11 once’s in will pay please proceed with the relocation and she Agreed and I ask the agent if I didn’t pay my bills for more 3months what will happen my account will terminate but the agent said won’t terminate cause I have sign agreement for 2years till that account will be active and payment will run till you pay and agreement end when on 27/11 I try jom pay it’s denied I try transfer it’s denied and it’s show under my name no account on Unifi .i call the Unifi customer service and the Malay women agent said account had been terminate on 25th /11which is I talk to the Indian agent on 24/11 so disappointed that the agent didn’t tell me about true service process and this agent ask to go center to return the modem and the day I went to taipan center I returned modem and explained whole a to b what happen and at the center on of Malay agent handle ask to file reports and I did and she said modem returns and outstanding balance rm193 ask to pay I paid there and she said will sent to her will receive email regards this issue within 14days but today I was shocked that I have to pay Rm2k above for the termination payment it’s that my fault.this so unfair please reply me on this I can’t pay this much and I’m not going to pay because I was calling all the Unifi agent this whole 3months and communication with them at the end I get this deal which I can’t .now is pandemic time I cannot travel all the time and also for this issue it’s reall burdened me please solve the issue
My only real suggestion at this point Mona is to have a backup.
A Yes dongle could prove handy, or even a Tether on your Mobile phone with a Mobile Data plan. Regardless of how good the service is, if you have to urgently have emails valued at Rm85k, it’s a good idea to not rely on just one service provider.
🙁
@keithrozario:disqus: the best way get them to push for repair/restoration work is via complain via MCMC, at http://aduan.skmm.gov.my. I’ve experience my complain (report) solved within 24 hour (working day).
Complaints thru MCMC will only get your account closed or worse still u blacklisted by the company.
@1f9d9a9efc2f523b2f09629444632b5c:disqus :I totally disagree with you – I’ve logged-in complain many time & advise others to do the same. Nothing bad happen but my complaints were resolved faster.
Thanks Syawal.
why don’t try to complain in http://www.skmm.gov.my. Malaysian Communications and multimedia commission
Posting this on behalf of a friend.
Dear Malaysian Telcos – namely TM Malaysia and Maxis,
They say never to write a letter when you are happy or angry. I was never happy to start with and I am well past angry, I don’t think it matters anymore. So, here goes.
We moved here in August 2010. We used you first, Maxis. We subscribed to your Prepaid Broadband. Although, the connection was up and down, it was reliable and when issues did pop up, customer service was able to resolve it in a flash. At this point, all your customer service associates spoke English and we didn’t have to repeat ourselves like telling a child to eat her green peas. One especially pleasant staff, Mesh, was a gem.
Then on 8th August 2012, you changed. And it was a dramatic change. Overnight, your Prepaid Broadband services stopped working on my laptop and my phone. I had to speak to at least 15 different people on Twitter and phone before the issue was semi resolved at 2300 hours. It worked on my laptop but not on my phone. What really stung about this incident was this, we had relatives arriving from the UK. Last minute flight changes and communications were a nightmare because we were all on the move. With no Internet on our devices we had to make multiple stops to check in on what was happening.
Your customer service was horrendous. The only two people who were able to resolve anything was the tech support staff who called me in my hotel room and your customer service associate, Firdaus on Twitter. Your other staff barely spoke English and at least 3 hung up on me when they realised I couldn’t speak Bahasa that well. But benefit of the doubt, it was a bad connection and not bad customer service. Moving on.
So, it’s just 24 hours of no Internet. What’s the big deal? The big deal, my dear Maxis was this – whatever changes you implemented on this day changed you so much you were never the same again. On my phone, I could no longer use Prepaid Broadband so I had to use Mobile Internet. From August 2012 to December 2012, my credit has been swallowed so many times, I can no longer count. These were not small sums either and ranged between MYR20 to MYR60. Enough to buy my family and I several dinners. Of course, every time this happened, I would kick up a fuss on Twitter and on most occasions Firdaus would swoop in and resolve the issue. I specifically say Firdaus because again, your other staff on Twitter don’t speak and understand English very well either.
They blame the customer as much as they can, and then when they run out fingers to point they give me a case number with no turnaround time and keep me waiting till the cows come home. After all it’s just money that doesn’t belong to them. What’s the rush? What do you do Maxis when a customer doesn’t pay a bill? How long do you wait before terminating the line? And how long do you wait before you threaten legal proceedings?
But I kept using you Maxis. Even when my Mobile Internet usage started counting backwards. Yes, I have the screenshots to prove this. One minute I had 3GB worth of Mobile Internet, then I had none, then I had a bit, then I had none again. It was chaotic. But I figured since you upgrade your services EVERY WEEK on Sundays and Mondays, improvement will come soon. It didn’t. In mid-december, on one morning as I finished work, ALL my credit was swallowed to the point I couldn’t call out or use Safari to log on to my bank to top up my phone. But of course it’s my fault for connecting phone and bank account. Which silly person in this age and time does this.
That was the last straw. That was when I switched over completely. I went out that very day and I came to you TM. After all, your tagline says, “Trust Us. We know broadband best.” We were excited. Two foreigners on the look out for reliable Internet connection. Finally, we were going to have a stable Internet connection that would let us talk with family back home. Plus, while my husband works in an international hotel chain, I work from home for a publishing house in the UK. Internet connection is much needed for my work.
Alas, we were wrong. You seemed so promising at first. You arrived with TWO ‘technicians’. We paid MYR50 for installation and were told that because we are foreigners, we will have to pay MYR1075 in the first bill. Formalities, nothing more. Of course we would comply. This was on 24th December 2012. Now, less than 18 days later, our modem / connection no longer works. After calling your technical support / customer service, we were told that if it was an external issue there would be no additional fees incurred. If it was an internal issue, we may have to pay more.
My question is this, TM. TWO people came to install your service. Was nothing checked then? Now, you still had the best surprise of all. When I kept repeatedly asking WHY I may have to have to pay more when we are already ‘bound’ to TM with MYR1125, I was told that there is a 14-day warranty period for installations.
So this is what really bothers me, TM. You send two people into my home to set things up for a service that will essentially cost me more than MYR1000 but in less than a month, something conveniently goes wrong and you tell me I may have to pay more?
Both of you (TM and Maxis) spend so much on advertising. Everywhere we go – we see billboards, magazines advertisements, TV advertisements … it really wouldn’t hurt to take all of this money and invest it in improving your products instead of making promises you cannot keep. Give people like Firdaus a bonus, or a raise. For all the backlash people like him get from irate customers, your customer service staff deserve more than what you pay them. Perhaps, you can even invest in English lessons for them?
Which raises another disturbing point. Any small business owner or individual can be taken to court for failing to meet contractual agreements or for pinching someone else’s money (doesn’t matter whether they put it back or not) …. why are you (Maxis and TM) above this? Or are the laws of this country so relaxed to allow big companies to get away with taking their customers’ money?
I’ve read the forums and on Twitter alone there are enough irate customers who complain about disappearing credit. Isn’t this theft? Why is it allowed to keep happening with no legal action or resolution? Then, there’s you TM, less than a month and your service fizzles out. Seems to me like you don’t know broadband at all. Plus, just in case you haven’t realised it, your website has been down for more than 5 hours as I write this. Broadband champion with website trouble, my word.
Both of you cause a lot of disruption to individuals and businesses with your promises for the best service. Who bears the loss of this income? Loss of income or not, your bills still have to be paid am I correct?
Amidst all the Internet drama that has occurred today, I had to write this. I had to vent and I had to share. So, bravo Digi. You’re the only that got me connected. I’m still learning how to use you because your data usage is confusing and I don’t get a heads up about when my Internet credit is finishing but hey, you get me connected and you don’t take my money without my permission. You rock.
From an extremely ‘disconnected’ foreigner.
this fuking unifi tmnet is fuking damnass with useless services centre ever! !
Tm service terrible , report to 100 no feed back , waiting for a week still not yet settle the streamyx issue , going to cancel all the tm line and streamyx . Report to tm no use .
Calling them, just only wasting your time and money to pay another phone bill. Then, they? they will charge you more!
My name is faznawi Halim. And TM and all their staff is eating shit! Plain warm and brown shit! That is why their work and words is shit. Shit shit shit.
Thank you.
I will do the same.
This is an interesting read and from a brand perspective, your experiences with customer service are not uncommon. I’m currently writing to the unifi CEO to ask why I have to pay for the HSBB infrastructure. According to unifi, my house is too far away to qualify for free installation and they want me to pay an extra RM920 for them to finish the infrastructure! Unbelievable.
The worst Customer Service ever. I’ve been charged by RM 10 for reconnection fee. I always pay RM 199, but they forgot to give the campaign price for me, so they said I should pay more. I just want to pay 199 every month based on the agreement. But, then, suddenly, I got disconnection service for the outstanding amount, which is I am not supposed to pay. Then now, they are asking another RM 10, what an extra hidden cost??!! Great marketing from them to gain more money, applause for their creativity!
..Hi Hi.. just accidently open this wall and supprize me, I am not the only one in Malaysia who expereianced the bad servisce of TM. Fyi ..since a year go when I got the Streamyx and phone service… up to date till now I expereinced more than 5 time of of phone line issue .
Now at this point of time 23 May 2015 3.30pm,,,, still waiting TM service team respon to restore my phone line which appointment was made last Friday to meet at my house at 2pm today.
KL service centre was contacted me twise this morning asking either anyone from Seremban contact me ..but the answer is NO.
I about to take more serious action…
Friends out there – pls give any input – how do we claim our right. Tq
TUAN,SAYA TELAH POHON UNTUK MEMBATALKAN SERVICES STREAMYX SAYA PADA 21 MAY 2015 DI PEJABAT TMPOINT PENANG (JLN BURMA),TETAPI SAMPAI HARI INI (20/06/2015) MASIH BELUM ADA STAFF TEKNIKEL DATANG KE RUMAH SAYA UNTUK PROSES TANGGAL PLAK STREAMYX SAYA ! BOLEHKAH! TUAN ARAH STAFF TUAN UNTUK MENYELESAIKAN MASALAH INI! INI MENYEBABKAN SAYA TERPAKSA BAYAR BIL YANG DISERTAI DENGAN COS STREAMYX PADA BULAN INI,SEDANGKAN SAYA SUDAH MINTA UNTUK DIBATALKAN PADA TARIKH TERNYATA DIATAS !
SAYA HARAP DAPAT DISELESAIKAN SEBELUM BULAN JULY INI ! tq.
Really suck calling tm / unifi center. It take hours to answer. WTF, damn wasting my time. When come to payment must be fast or else will be terminate our service. Can never change ! Pls wake up Malaysian company , 2015 now..
Damn irritating to make a complaints. How now? My unifi can’t work since yesterday night
Well go to their TM HQ or local branch and basically make noise.
Telekom is a giant monopolised axxhole. They didn’t care much about their customer since they know they are the only fast speed ISP in the region. You don’t want to use, you get lost. I don’t care a damn. This is their CEO attitude. But think back, who make them become so arrogant? Is us the customer with majority who like to keep silence for any issue. We should stand up and fight for our right instead. Let’s gather together to eliminate the monopoly and let the serious players come in to split the market. Only with more competitors get into the market then customers can enjoy a fair service.
I tried to send email to the address as above however it failed. Does anyone know any other email address?
my house phone always make sound. because of that my wifi also got problem. cannot connect at all.. how many times i already call and make complaint. but non of u came n solve the problem… i dont know what say la… please la.. i also got lot of work to do.. i cant keep on call to u all everyday… my hse fon cant use at all!!! realy make me angry….!!! please overcome my proble immediately!!!!!!!!!!!!!!!
sorry for the spelling errors .. using predictive text.
Hi iam md sabilah.i just fix the unifi system on 22Dec 14.just enjoy the service for one day.after that the system doen till today the problem not solve yet the few time the technicent come with long ladder on the van with doing nothing.and never explain anyting to me.PLEASE WAKEUP TM.Poor service and knowladge.
Sorry to hear that sabilah, hope things turn out well for you.
TUAN,RUMAH LINE AYAH SAYA DARI 8/6/2015 SUDAH KENA CURI CABLE.BETUL SERVICE KAMU SANGAT CEPAT DALAM DUA HINGGA TIGA HARI SUDAH SIAP LAGI SEND SMS BAGI SAYA TAHU PROBLEM SUDAH SETTLE TAPI LINE ITU SUDAH TERSALAH SAMBUNG KE LINE RUMAH ORG LAIN,SAYA PUN ADA CALL TAPI TAK ADA TECHINIAN PUN YG DATANG SETTLE,SELEPAS ITU CABLE LAGI KENA CURI BUAT LAPORAN JUGA JANJI 17/6/15 BOLEH SIAP TAPI PUN TAK SIAP JUGA.PUN TAK ADA SATU TM YANG CALL CAKAP TAK BOLEH SIAP KENA KITA YANG CALL HARI-HARI.SAMPAI SEMALAM (22/6/15) SAYA CALL BISING-BISING BARU KAMU SERONOK DAN JANJI PALING LEWAT CUBA HARI (23/6/15) PUN TAK ADA TAKE ACTION.SAYA BETUL BETUL PANANS HATI DENGAN SERVICE KAMU,KALAU TAK BAYAR TERUS POTONG LINE LAH,STRAEMYX TAK GUNA SAMPAI DUA BULAN KENA BAYAR BAYAR DUA BULAN DULU TAPI KALAU CABLE KENA CURI,LINE ADA MASALAH TAK TENGOK KAMU CEPAT BUAT,CEPAT SETTLE.SAYA BETUL-BETUL GERAM DENGAN PERBUATAN KAMU.
tunggu punya tunggu punya tggu x timbul2 ape kes ni dato?cube cita skit
fucking noob unifi slow speed 3 people use only download 149mb thing wan half hour tm wat r u doing?mother fucker stupid shit
Dear Dato’ Seri Zamzamzairani bin mohd Isa,
You obviously do not know what is going on at Unify. EVERY month my Internet connection is barred after many attempts at explicating to them that I have never defaulted on my monthly payment. Unify is tarnishing TM’s name …. it’s going down the drain and is dragging you name with It.
It looks like incompetent people are running what I call a Show.
I CALLED AND EXPLAINED THAT I HAVE BEEN PAYING VIA ONLINE BANKING EVERY MONTH .. THEY CHECKED AND SEEMED TO UNDERSTAND AND RECONNECTED IT.
THEY SENT ME A MESSAGE ON 3 APRIL 2015 AT 2.15PM THANKING ME …. AND ELEVEN MINUTES LATER AT 2.26PM ….THEY SENT ME ANOTHER MESSAGE TELLING ME THAT THEY ARE BARRING MY ACCOUNT!!!!
THIS HAS BEEN GOING ON FOR FOR MONTHS.
My name : Satheesan Raghavan
My account number: 1022480063
My service number : 60356121413
I am a retired graduate teacher ( government ) …. ten years older than you. Please get ALL my details from Unify including my phone number and email address.
As the CEO I would like to see how effective and capable you are.
Sincerely,
S Raghavan.
I am the next person to have shitty service from TM. This is another hopeless company that is being back by Government otherwise the staffs eat shit. Calls made to them will have brainless staffs who will get you to hold on while they check which take easily more than 40 minutes with no solution in sight. After that they promised to call back which eventually never till the next century. From experience I have encountered in the past, never to have any subscription from government link companies unless necessary.
Adding on – how would you think from consumer perspective it’s TM net port issue for not able to install the fibre on time and why would the penalty have to be bear on consumer side. Who is going to pay my past 4 weeks waiting time excessive mobile data usage?
Try this.
Call 100. Request TM to do a refresh on your Unifi.
having the same problem..should i email to tmceo@tm.com.my ?
Dear Dato,
I am new IPTV fibre connection subscriber as I came to know all maxis/Astro Fibre are supplied by TM net known to be one of the fastest connectivity so far. I made an appointment weeks before Raya and was told the installation can only made on 25th, July.
Here’s where my nightmare starts,
25th July 12pm – a Chinese technician came over while the house owner was told it needs at least 4 holes to be punched on wall, the wires needs to cross over 1 bedroom to dining room which my house owner resists to carry on installation. Based on the technician feedback there s no port in front of my house which is why the installation need to carry on all the way from back door to dining hall(18*65sqf house)I managed to convince the house owner in the end to install without any consideration how far it may impact my house, the technician somehow was caught in the raining when he promised to come back after installation opposite my neighbor. The technician said just called helpline and he will fix afterwards.
I made call on 25th July, 31st July, and 1st Aug requesting installation since I was told there will be cancellation penalty of rm200. Without being told any reason not any followup call done, after I follow up with IPTV on TM technician updates, no answer and updates given!
On 1st aug, I receive IPTV Helpdesk Informed the updates from TM stating they are having port issue, it takes 20 days to have new ports set up before installation can be made. I urge for a definite answer as it’s been long waiting and I have been using mobile to access internet for work and personal usage over 3 weeks and the billing is piling up!
5 August, I request and updates if someone can call me back by 7aug so that I could make a decision if to carry on other ISP. I was told to wait without a definite answer if the port will be set up as in waiting timeline. No body called me, I called and same answer given. Still I have been asked to pay rm200 penalty if I decide not to carry on installation.
10th aug, my 5th follow up answer from IPTV stating no answer from TM net and they can’t confirm if could cancel my installation request without penalty!
Out of frustration of more than 3 weeks waiting and wasting my mobile coverage, I am here seeking for TM to look into this as I can’t hold this any longer if anyone can seriously look into this area – PUJ 6/15 Taman Puncak jalil and provide a definite fixing date & solution!
Thanks!
Hi Keith, thanks for the courage. I face same problem with TM too. need a few long chats to talk to them, and seems things cannot get done. my case is to get rebate for faulty service after line termination. I wrote a very long email to a group of people which i dunno who yesterday. someone name Hazimi bin Kassim responded to my email and the next day i get a call from TM saying that they will investigate on this. But what i hope is the whole customer service system would be imroved.
Anyhow, things still not resolved.
fyr:
https://www.tm.com.my/AboutTM/CorporateInformation/Pages/Who-We-Are.aspx
How can this still be the situation? How can it still be the case, in 2015, that really “well-understood” technologies (telephony, voice prompts, etc.) are still detracting from TM, rather than improving it, and am so bewildered by the unattended interruption line service though a week and calls been made to 100 to raise complaint.
I’m done with TM is really suck!!
My Fon line have problem more than 2 month,until now not settle yet,
We made complain more than 15 time.still some.But For Nothing they barred my line 3 times in a month.
If i have any alternative than tm line using land number defiantly i will change.Coz they tm service is too bad now days
Thanks for your post Keith. I just sent off my email to the CEO. Their services are abominable! My case was not even about internet, but just about having the land line up consistently – even that they can’t do! In November, we only had the phone up for 1 week! December, 12 days! Crazy!
Just got stood up by Unify contractor today and the didn’t even have the courtesy to notify that it had been cancelled until I called to complaint. This is really bad, they confirmed my order super fast on 30/10, promising the sky and heaven and even date of installation .. but have no courtesy to inform that they had to change the installation date despite having 9 days in their hands.
Calling to call desk doesn’t help either, she could only offer sorry that no one contacted myself and almost immediately I received an sms for new appointment.. I simply don’t have the confidence that they will treat us, customers seriously.
I have asked for compensation since it was TM who had made the last minute change of appointment, however, the call centre lady replied politely that this penalty only applies if customer made the last minute change…hahaha.
Can’t help laughing on how big corporate makes unilateral terms and bully the consumers. At least, I have my complaint ticket number.. lets see where did it goes from here..
Muzium arkeologi lembah bujang line telifon rosak dari 25-9-2015 hingga sekarang masih rosak tiada tindakan dari TM 044572005 fax 044575051
saya ingin buat pembayaran di kiosk tm point di pandan indah..tetapi no akaun yg diberikn kpd sy tidak sah.sy mmg tiada masa pada waktu siang untuk..sy balik keje tm sudah tutup..bg lah no akaun yg betul kepada sy.telefon customer service pun buat sakit hati je.tidak menbantu langsung.
Not only UNIFI. My Streamyx and phone has been out of service since September 2015. Nothing much has been done. Problem still persist. I called Customer Service more than they call me and their excuse is always the same… “We will attend to it imediately”, “Your case will be our priority”, “Very sorry for the inconvenience”. TM shouldn’t be call as Telekom Malaysia but should change to Tipu Malaysia.
First of all, i would like to thank you Keith to provide the CEO email address.
The problem here in whole companies, when i would to get any information from the customer service, i feel i am talking to person not to company, THERE IS NO FIXED RULES HERE!! its depending on the sales counter, they have gave me discount last month, when i received the bill today morning the amount increased RM 100!! I asked my self i have signed contract with them just last month to reduce the amount not to increase!
The same problem happened to me at CELEBRITY FITNESS MALAYSIA, they gave me one month free, then i tried to use the facilities second month they told i need to pay, the contact have been sign with person, he has resigned already, i asked the manager, i have signed contract with company or person????
This is the problem if there is not fixed rules.
I will write email to the CEO, if they couldn’t fix my problem.
Thank you once again.
why the streamyx LINE like suck?
always slow n loading allway??
tm like suck?
services are very low?
boikot tm streamyx?
i pay so inspensive?
but i get fuck line?
same like fuck tm?
update the line?
make batter line?
i suggest u close the tm streamyx line beacause the line is FUCK…
Selamat malam,salam 1malaysia bagi puan tuan,sy rizad daripada tangkak johor. Ingin memaklumkn tentang tidak kebekesanan pihak tuan puan mengendalikn perkhidmatn..in kes sy bkenaan aduan kerosakkan wayar telefon yg mne sering kali ptus akibat dilnggar oleh krn trlalu rendah tiang nye.smingu yg leps sy telh mbuat report di tm muar utk dibaik pulih..dn mnta digntikn tiang yg lbih tngi sprti cntoh rumh sblh sy..yg amt mndukacitakn shingga hari ini tdk dibaik pulih dn wayar putus trbiar ditpi jln..harap pihak tuan puan bekenan dgn laporn sy smoga telekom malaysia lebih maju.
actually, the CEO knows nothing, i bet he even still use iE.
I m reading this article because my unifi went down on 15/12/2017 ( i was issued a ticket 1-xxxx) and till today 19/12/2017 NOTHING has been done by so called unifi technical team… i subscribed unifi 2 months ago with so high hope on them…
More surprisingly…. i m facing the same old stories back to year 2012 as Mr. Keith and so many other tm unifi user from year 2013 – 2016….
Really SPEECHLESS…!
Dear CEO
IM STAYING AT
Edited by Keith,TAMAN MELUR,BAGAN AJAM .BUTTERWORTH PENANG.I WENT TO TM OFFICE IN BSGAN LUAR ROAD BITTERWORTH TO REGISTER FOR UNIFI BUT WAS TOLD MY AREA IS NOT COVERED.WHEN I ASK YOUR STAFF THEY I HAVE TO GET 15 TO 20 SIGNATURES THSN THEY WILL CONSIDER TO INSTALL UNIFI SERVICES.WHAT PUSSLE ME IM PAYING FOR YOUR SERVICES BUT I HAVE TO DO THE WORK FOR TM TO GET THE SIGNATURES FOR THEM WHERE IS YHE LOGIC. WITH THE PRESENT TEKNOLOGI DO WR STILL NEED TO GET TJR SIGNATURES OR IS TM IT SYSTEM IS 30 YEAR BACK DATED.WHAT IS TM MARKETING DEPT DOING.THEY ARE THE ONCE SHOULD BE MEETING WITH CUSTOMERS TO GET THE SIGNSTORIES BUT THEY TELL THE CUSTOMER TO GET IT FOR THEM.DONT TM HAVE ANY SYSTEM WHERE THRU EMAIL THEY CAN REACH THE CUSTOMR .WHAT I FEEL FRUSTATED BECSUSE MY STAYING TOWN N.I CANNOT ENJOY UNIFI SERVICES.THE HOUSE ACROSS MY HOUSE IS HAVING UNIFI SERVICE THAT IS 5 STEPS FROM MY HOUSE IS FHE DISTANCE.TM.IS ADVERTISING ALL CAN REGISTERED FOR UNIFI BUT WHERE IS IT.DEAR CEO PLS DO SOMETHING ABOUT IS .SO I YO CAN ENJOY UNIFI.
THANK YOU.
Just checking when telecoms will provide Unified wifi to tmn tunku area in Miri Sarawak as its a big housing estate complete with commercial/industries including college & schools . So really needs to up grade network please
Thanks
Hi Keith,
Just wanna share my experience:-
17May2018 – UNIFI was down since 17May2018 around 4am. Called in the morning, was informed that there has been 40+ users complaint, so they will fix it and we do not need to lodge report. Till evening after 6pm, UNIFI still donw. Called again, and was told that everything ok in our area, and they cannot check back the things happened in the morning (?????). Ask us to lodge report, and they will respond in 24 hours.
18May2018 – UNIFI still down whole day. Called again and told that it is still in progress. TM unable to give date on when can be fixed, unable to give contact number of technical staff, unable to give any commitment. All they can do is apologised for inconvenience caused, which is insufficient in this situation and it is not helping in anyway.
19May2018 – Live chat, and still given the same answer, no help at all to fix the problem.
20May2018 – UNIFI down whole day.
21May2018 – As at now 2pm, UNIFI still down, no update from TM. Finally, follow advice and lodge case to MCMC.
22May2018 – A UNIFI technician called, and said need to visit my house and check internal. Need to take leave and stay home to wait for them. Still unknown whether can be solved by today.
I think TM need to hire and train more technicians. They need to commit to solve cases within SLA.
Thank you.
I think the whole tm team are sleeping. my unifi problem since last friday no solve. Mr. Gobin should do something on this team.
we already put out our money for better ineternet services,govt budget for SUBB RM600million ? where is the upgrade? where is the promise higher internet speed for lower cost?
In terms of the financial aspects of the projects, the total cost of the HSBB 2 investment over the ten year period will reportedly be MYR1.8 billion (USD419 million), with the government contributing MYR500 million of that and TM responsible for the remainder. Total investment in the SUBB project, meanwhile, is expected to be MYR1.6 billion over ten years, with the state’s portion of that being MYR600 million and again TM covering the balance. -telegeography.com
Still the same in 2017. We should congratulate TM for staying the same after all these years! Amazing
DATO,AGAINS MY TM FIXLINE BREAKDOWN!!!!(03-8062 0000,03-8076 1000,03-8075 2000,03-8075 1000) SINCE 14/6/18 UNTIL 27/7/2018,RECOVERED ONLY ONE WEEK NOW AGAINS BREAKDOWN.I CAN’T ACCEPT THIS HAPPENED TO MY OFFICE BECAUSE WE HAVE TO DO BUSSINESS …
Hi Keith, American CEOS are different from Asians. For them complains are opportunities for betterment. For instance when emailed a complain on landscaping to YB Khalid then the MB of Selangor, he responded to my email and requested his secretary to look into the issues immediately and gave the contact info of his secretary too. The MPK head then Tuan Mislan to responded . When Azmin was MB he did not respond to my complains and was the same with the former MPK head.
Now coming to TM Unifi – they are daylight robbers of Malaysians. The cost vs speed in Asian region clearly shows we are overcharged and getting lower speeds compared to our neighbours. I have highlighted on their Customer Unfriendly Offers / Deals . TM should realize that they are a Customer orientated Company thus ‘No Customer , No Company’.
YB GS Deo has made the right move to improve our Telcos which are robbing Malaysians. TM and ASTRO plus TNB are all doing the same. The rakyat should feedback and voice out for their rights as Customers.
I hope Changes take place soon. I have feedback in several websites and
even Change . org.
Have a nice day
R.
Seven years has passed since you wrote to the CEO, and now a new CEO and do you think things have changed?
I was about to do the same you did 7 years ago when I came across your blog. My issue was simpler than yours but let me assure you it was just as frustrating, if not worse.
Long story short. I called them everyday to resolve the issue and every time the same canned promises were made. We will try to resolve your problem as soon as possible. And at one time they even promised me within 24 hours or less. That was when I shouted at them in the phone. Sometimes that’s the only way to get the message across to them but NOT with TM. Do you think threatening to write to the CEO would make them piss in their pants? They’ll probably LOL while ROTF because their CEO has a better canned reply!
But, you’ll never know with the new broom. Let’s see if he sweeps clean. I’ll write to the new CEO, and we’ll compare notes later.
How apt and right you are.. this is still happening now at the year 2018.. nothing has changed.
I’m having the 30mbs package paying RM189 for the last few years. Staying in 1st Floor apartment. I’ve opted to disconnect Astro since HyppTv is available in the package. Little did I know… I think I have been ripped off for the longest time by TM. I’m not that IT savvy, as long as there is a connection I’m okay with it. The thing is, the line has been from bad to worst and I just could not take it anymore. The last couple of weeks the wifi keep dropping and HyppTv is not available… its like you are watching a broken CD!
So I googled of course on how to do speed test bla bla bla… lo and behold… the download and upload reading was sooo bad it made my eyes turn red. What they promised is download speed of 30mbs and upload speed of 10mbs, right… but no.. it was from the range from 12.6/9.43 to 8.61/7.64mbps… so you see… all this while this was what I’m getting.
Of course then I called TM CC and of course they asked me to reboot which I told them I did that like 10000 time already and one more time you tell me that I will kill you… well… then she passed to Technical dept… and they did take my complaint.. that was on 7/12. Since I have to go out of town on the weekend, the technician called me and told me that they did something externally and change a port or something I can’t remember. (I must say that their respond to this was fast)
They said they will call me on Monday to see whether my connection is already okay or not. On Sunday when I came back, thank God there was a connection though I think its still slow, but at least i can watch the TV. Then I did the speed test again, still the same. And of course the connection again went crazy and Hypptv too. And of course no one call me on Monday, just only today Wednesday.
So, today I went to their website and saw their latest package of 100mbps for RM129!!!!! Say what?! Of course again I called the CC which i have to wait to almost an hour to speak to the rep. I told them I wanted that since your 30mbs package is sooo bad… and the answer… not available for hi-rise building… OMG!!
how is that fair huh?! Then the rep told me we have another package at RM119 same for whatever I’m getting now except phone call will be charge at RM0.20 p/m. If I wish to change, my contract have to be renewed. Oh no!!! But stupidly I agreed!!! Because anyway I do not used the landline much. And at the same time I complaint again about the unifi terrible horrible connection. So… although I got to save RM70 and the technician hopefully will come and have a look at the problem/s…I’m still in despair…….
Hi Mr CEO,
My name is Fatin Azrin Binti Atan represent account holder Mr Lee K Seng and Account Number D919925-644-0202 / Telephone Number 07-556 3210, I want to ask about my bill of September 2018. make your knowledge for the bill we can not using the line and internet for 3 weeks, so why? we have to pay the amount..
HELLO DATO,PLS LOOK INTO MY CASE SERIOUSLY,MY PHONE LINE
(deleted by keith)HAVING PROBLEM SINCE 14/6/2018 UNTILL NOW STILL NOT RECOVER YET!!DUE TO TM LINE ERROR CAUSING ME LOOSED HUNDREDS OF CUSTUMER. I DON’T UNDERSTAND WHY TM TECHNICAL PPL NEED SO LONG TO SOLVE THIS PROBLEM.AGAINS UNIFI FIXLINE BREAKDOWN SINCE 17/09/2018 UNTIL NOW!!!!NOBODY CONTACT ME EVEN I COMPLAIN TO CUST SERVICE,THAT’S CUST SERVICE PROMISSED TO CAL ME ON THE SAME DAY.THIS IS THE 3RD TIME HAPPENED TO ME WITHIN 2 1/2 MONTHS.
Sorry if this topic sounds lame but I’m very very frustrated am this point of the time
I have reported a case to TM of faulty service for my incoming ring tone seem last three weeks but lately getting worse and delay its influence for my business line, can you imagine what is the consequences I’m facing. I have been calling to asked for the status and they are like a robot repeating the same things to me: ‘ we will help you to check miss, btw we can’t promise you our technical and construction team can reconnection n solve the problem by the day, it’s because the underground cable have been stolen!!!!!! This construction project shall forward my issues to the technical people…….bla…..bla……bla….., I paid the service for every single day not just working day. I cannot do anything, what is can do is call 100 then repeat the stupid things again and again!!!!!! We paid the fee portly, what about TM service????? Can I not pay TM for the 1 year for the disruption?
Oh boy…After having problem with my unify..then i start to realize, TM service is such a low level. I should have check the comment in web.. Now i am stuck with no internet, no TV, no Whapps and no Movie at home. ..With the new government I thought it can improve but still TM behave the same. Consumer right is zero..we are stuck with the contract but no service being render. Really at the mercy of provider …
Well nothing has changed from 2012. Having the worst customer service experience ever. No connection TV + Internet for the past 5 days and have called and entered their chatroom multiple times a day but every time the feedback is “Technical Team will contact me”. But 5 days have passed and neither I have any forms of communication from Unifi whatsoever nor the issue is resolved.
Lesson: STAY AWAY FROM TM.
To add for 2020 performance TM still at the same level and nothing changes in terms of customer services performance even though we are going 5G. I’m am very disappointed and trying hard holding my anger and not to write nasty words.
i did my payment on 4 Sept through Tm portal which showed unsuccessful and I did the 2nd payment at the same time form Tm portal which showed unsuccessful again. Later received via sms at 22: 14 and 22: 18 hrs stating payment received . With this double payment has been made.
Since there is double debit to my credit for the same payment. I had to visit TM office to enquire. Having a tide schedule i went to Tm office at Taman Tun Aminah to solve this matter. TM staff question whose portal I had used to make the payment. It’s common sense, if you are paying your TM bill, you would use TM portal and staff blamed the Bank for the mistake. I was then referred to the Customer Services (CS)staff (counter 2). The CS was not confident in replying to my matter, she said MUNGKIN….She made me wait at her counter 2 for 15 mins without giving a proper answer and said we are working on it. I request to speak to the Supervisor , but was told he is not in the office As i had other matters to attend, I had to leave and told the staff to reply on my email. They wrote down my hand phone contact number and told me that the supervisor will contact me. This has cost inconvenience to me and TM staff are not trained to handle customers and issues related to TM. Hope to hear from TM with a positive reply. Thank you.
Several times I called TM but the speed still the same. I am suppose to have 100mbps but get between 30 and 45 Mbps. Even the technician came but no difference. Bad to worst now. Give up with TM.
My Unifi recommend by TM from 100 Mbps to 300mbps. After change to 300 Mbps last few days call customer service due to speed test was less than 50 Mbps until tv cannot watch YouTube show. The Unifi customer service ask me turn off the Unifi white box then less than one minutes turn on again but the tv still cannot watch due to less than 50 Mbps. What is happening ask me to upgrade 300 Mbps but unifi still less than 50 Mbps. I feel like being cheated due to less Mbps. Pls check & let me know as soon as possible. Tq