TMnet Customer Service and Quality of Connection

Well it’s not always good to talk about the bad things, so let’s talk about the good things for once (and some bad thing too of course, TMnut is far from perfect).

I have a problem with their customer service model for a start, there seems to be no escalation procedure, for my part that’s very frustrating, I need to speak to tier 2 or tier 3 technical support if I have a problem, not tier 1, because all the normal things I can fix or figure out myself.

When I’m talking about packet loss and traceroute, tier one just doesn’t cut it. I e-mailed endlessly and it continued going round in circles, I provided detailed information but still got no replies containing sense or useful input.

I e-mailed the CEO, eventually I got annoyed and got a little pissed with them, I told them to escalate it to someone who knew what I was talking about or don’t bother.

So they did, they called me and said they would send someone round, and come they did, FOUR of them. One was actually a senior technician too, they knew what they were doing, they had access to the core routers for the peering to the US and showed me the latency and where it occured, it was clearly due to overloading.

The quality of the connection to the US peer was good, my connection to the Streamyx network is very good, but the infrastructure is buckling under the load.

The technician said that 2 of the 4 international links are currently not working, and even with all in force they are still over-utilized, in his own words he said ‘it’s fucked up’.

He said technical department has told the management many times they need to upgrade the international links and stop selling until they can support the capacity as it’s making their lives very difficult and it’s degrading quality of service for the customers, but well the sales people keep selling, people keep buying and everyone suffers more.

I was thankful to get some technical people in my house, they proved that there’s nothing wrong with my line, my modem, my setup or anything else, it’s an infrastructure problem.

Hopefully this is something the new CEO Michael Lai can address with inputs from Mack and Jeff Ooi (and perhaps some of us other small fish).

For the past 2 weeks I’d say my connection has actually been pretty good, download speeds have been reasonable, latency has been good for the past week (often under 300ms to google and yahoo, which was unheard of before) and the connection hasn’t dropped.

I don’t seem to have had any problems with the ridiculous Web Cache either, perhaps they disabled it for me (which they did say was possible). I am still getting IP’s in the 60.48 or 60.49 range, but I am having decent service now.

Hopefully things will only get better, is there a brighter future ahead for Malaysian broadband?

I’ve heard rumours of more bandwidth upgrades coming soon too…which hopefully are not true, as it will just lead to a decreate in QoS for everyone (512 – 1MB, 1MB – 2MB).

Keep up the good work Tmnut, and we won’t mind paying 🙂




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18 Responses to TMnet Customer Service and Quality of Connection

  1. Golf Addix September 19, 2005 at 11:55 pm #

    I have to agree 100% with you on that one. We dont mind paying as long as the services justify the amount that we are paying. I think TM Net have to got to reinvent the wheel or their middle management. This is no longer old days. LIke it or not broadband will grow as big as mobile phone. Live with it , not having it ,,,,, aiyo….no internet…

  2. aw3 September 19, 2005 at 11:56 pm #

    Every now and then, the DSL light on my modem keeps blinking. I’ll lose connection for 1-15 minutes. Quite frequent, about once or twice every single #$#$(%U& day. Did you encounter similar?

    They came and changed the modem twice already, but as you said, not many people know what’s really going on.

    “Selangore is a developed state” my gosmdfosdfkljfh ASS.

  3. totoro September 20, 2005 at 12:00 am #

    Yeah, let’s hope TeaMNut will continue to improve under their new CEO. Their efforts will not go unappreciated.

  4. ShaolinTiger September 20, 2005 at 12:03 am #

    Nah I haven’t had this.

    Your problem sounds like a bad copper line, it might be a Telekom issue, not Streamyx.

    You should ask them to do a hardware test on your line, you need to know the attenuation values and the Signal/Noise ratio. If these are bad it can cause sync problems, which will lead to frequent disconnecting. (You can find these values from telnetting into your modem).

    Unlikely it’s your modem problem. If you bought a more expensive model, which can pick up the lower signal more accurately you might have less problems.

  5. aw3 September 20, 2005 at 12:06 am #

    That helps. You might be right. One tech did pass off a random comment abt people in Kelana Jaya having no such problems because they’re more on fibre-optic rather than copper over there.

    Now I have to work out the more expensive modem/connection stability tradeoff ratio to see if it’s worth it.

    I was on Jaring Wireless (a kind of WLAN) for a while. It rocks, but much more expensive at RM99/month for 512K (and free outgoing phone calls).

  6. Paul Tan September 20, 2005 at 12:47 am #

    i use google secure access to skip the stupid web proxy

  7. raymondevil September 20, 2005 at 2:14 am #

    tmnut won’t improve… their main target is on sales rather than QOS. They can’t be bothered about how slow the connection becomes as long their sales increased, they’re more than happy. Being the only affordable ISP around makes them ego enough to care less on user’s complaint.

  8. KY September 20, 2005 at 7:53 am #

    All I want is a fixed IP.. sien

  9. ShaolinTiger September 20, 2005 at 7:58 am #

    Fixed host name for dynamic IP address.

  10. benhur September 20, 2005 at 11:16 am #

    i think i asked someone before.. what is the highest speed broadband wise in malaysia now? in japan it’s 47Mb, but the majority here, including me, use fiber optic, not BB and the speed is 100Mb!

  11. Jonathan Chong September 21, 2005 at 2:18 am #

    Some parts of London are now offering 24Mb broadband, depending on your exchange, and 8Mb is becoming more and more common.

  12. Esther September 21, 2005 at 6:05 am #

    I don’t use Streamyx. I use another private company.

    It’s a lot faster when it behaves. However.. shit still happens. Just like every other service.

  13. ShaolinTiger September 21, 2005 at 7:13 am #

    Yeah and Sweden has been offering 10mb or 100mb at home for years..

    Japan is super fast too..

    Ah well!

    I don’t really need more than 2mb, it’s the latency that bothers me…it was superb in UK!

  14. aw3 September 21, 2005 at 10:37 pm #

    Esther: which company is this, and is it cheaper than Streamyx?

  15. Esther September 22, 2005 at 1:18 pm #

    Apparently the company’s called Info Age Technology.

    1MBPS = RM 88

    No modem provided however. Registeration would be RM125 and some hidden cost that I do not recall.

  16. kk131 September 24, 2005 at 7:14 am #

    Question: how many here have checked their U/D speed? I’ve read in quite a few place people complaining that TMNet has supplied them with a 512kB/s d/l when they’re paying for 1Mb/s – certainly I found that when I tested mine. Could this be coincidence or a deliberate policy?

    It’s quite easy to check your download speed, Stramyx have a ‘speedometer’ test at
    or better still telnet into your ADSL modem and check the connection bandwidth.

    I’d be interested in the findings.

  17. Teh Chin Foo July 9, 2008 at 7:07 pm #

    I having problem to send e-mail out lately. Can I know what happen. Is there any change to the outgoing server address. currently my outgoing smtp is set as “” and advance setting ” 25 “

  18. Pede November 5, 2008 at 6:40 pm #

    Streamyx Services is Really Bad !!

    i also got the problem with Streamyx just for upgrade the Wireless, its so long and every i call the Costumer Services, they just tell me “okay i will check it then i will call u later bye bye…, then already a long time they dont call me back, i already call 3 people there… actually it just a small problem, what the f**k with This Provider, or because only have one provider in Cyberjaya and they can do anything with Costumer??… i really hate with Streamyx Services is really bad !!

    Do you think this is a Funny Problem?? i almost Failed my Final Project Because i cannot concentrated to my project because im waiting my wireless, i cannot going anywhere because i have to concentrated in my Room thinking about my project !! i need my wireless, So what happened with u guys?? what did u thinking???…..

    this the number i already call :
    +60392232333 : Julia
    +60322832213 : Lisa
    +0392233333 : Ayu

    I hope u guys can respect to us because we are a Costumer !!