MY Internet and Broadband Sux!

Why most of the Internet services in MY are so lousy?

We, as a consumer, pay so much money to get the services but in the end, we do not get the services that are so promising.

Don't talk about the speed.

The connection problem is critical!

Many people face connection problems with the Internet services provided.

They are either cannot connect to the Internet at all or the line keeps dropping.

Previously, I subscribed to "Yellow Guy" Broadband.

The speed was somewhat accepted but the stability of the line was bad.

Sometimes, my line kept dropping for unacceptable times within an hour.

Then, when I tried to report to the customer service through their online customer service (OCS), I would get a slow reply because I would get a message sounded like "Your connection detected to be dropped. You will be automatically connected back as soon as the connection is resumed."

When I reported the case to the representatives, they would tell me to do some unnecessary steps, which might not be related to my case and they would not make a log/report on what I told them.

I was telling one of the representatives on my case but so happened that the line dropped.

When I tried to open back a conversation, I was assigned to another representative.

I had to tell this representative from the beginning all over again.

In the end, they told me to send an email to their customer service email.

I tried to send for more than 10 times but I just got a reply email saying "This is an automatic reply from the system. The server is busy now. Please try to send again later."

I tried to send again in the next morning.

The same reply was sent to me.

It was irritating.

In the end, I was remained helpless and the issue was not solved.

When I went back to OCS to leave a feedback, they just replied me with some of the generic answers, which did not answer to my questions at all!

I was fed up and I terminated the "Yellow Guy" Broadband last Sunday after I had my "Fiber Optics" Broadband installed on the same day (19th June 2011).

The speed of the "Fiber Optics" was almost the same as "Yellow Guy" Broadband.

This is because "Yellow Guy" Broadband is claimed to have speed up to 3.6 Mbps and TM "Fiber Optics" Broadband is claimed to have speed up to 5.0 Mbps for my subscribed package.

I thought it would be more stable as TM is the biggest Telecommunication Company in MY and it is supported by the government.

For the first night, I could use the Internet without any disruptions.

I was away on the second night.

When I was back on the third night (21st June 2011), I could not connect to the Internet at all.

I tried to call the customer service for around 15 minutes each time but I just kept listening to the same message "Pegawai perkhidmatan kami masih sibuk. Sila tunggu. Panggilan anda sangat bagi kami. (Our customer service representatives are all busy. Please hold.)"

I tried to call the Malay channel and the English channel, I just got the same message over and over again.

There was no one answered to my call.

I kept calling for several times but to no avail for more than an hour.

Then, an option from the main menu caught my attention.

I chose option 1 for service disruption announcement and heard that there would be maintenance from 12 am - 6 am, 22nd June 2011.

However, I was calling between 8.30 - 10.45 pm.

If they wanted to make it earlier, they should make the announcement or at least should answer the F*CK-ing phone calls to inform the customers!

If there is so shortage of staffs, why not hire more staffs or just make sure the Internet services are up and stable.

I also heard that the customer service staffs in an MSC company were not doing their work properly.

They do not answer the phone calls even though the telephones on their desks are ringing and they would choose to chit-chat with their colleagues instead.

How to make the country "stronger", competitive and up to par with other countries if our people do not do their work properly and try to improve themselves. . .

I visited an older town in Bangladesh and Vietnam previously and I found that their Internet connections are quite stable and FAST!

I am not saying that the countries are not developed compare to MY but MY is in upper hand in many aspects.

Yet, why in this case a big city like KL, which has famous building that was once the tallest building in the world, has poor Internet services (for residential use. I'm not sure for corporate use).

[Internet resumed at 11:30 pm. Most probably they performed the maintenance at earlier hours]


English version:


Malay version:


Disruption Announcement: