-
The case started 3 days back when I started to experience some hiccups with my internet speed and connectivity. Before that, I’ve made my payment to Telekom Malaysia Berhad through online. However, i’m still experiencing the issues. Thus, I made a call to TMNet and I was told that my phone line was suspended. Huh? From that moment, I’ve gone through a very poor connectivity and speed. Here I will try to put the steps that I took to settle my issues.
Step 1
At first, I was mad, angry and was swearing all over. I connected my land-phone and try to figure what is happening to my internet connection. And this is what I get, repeatedly :
“Your phone line has been suspended, and please make payment and call 100 for further assistance.”
Ok. I tried to dial 100 and all I get was the same repeating voice message. Durh. Ok, this pissed me off. Thus, I tried to make call using my mobile phone, the same 100. And this is what I get:
“The number you have dialed, is not in service.”
Argh. Now, how am I going to make call to 100, if both my land-phone and mobile phone can’t make call to the given number?
Step 2
I told the twitville about what happened to me, and my difficulty to contact TMNet. After a while, a reply from @Life4Hire gave me the clue. He gave me another number : 1300-88-9515. With this number, I manage to call TMNet help-line.
With some anger within me, my call was answered by a soft voice. Haha. She manage to tame my anger. ROFL. I fall for her voice. She helped me with my issue. The culprit was my payment. I was short RM40. Hmm. Thus, she asked me to top-up my payment. Instantly after the call, I made my payment. With that, my billing issue no longer an issue.
Step 3
However, they said my phone going to be reactivated within 24 hours and guess what, the next day at 8:00 am, I called them back and they said my line was cut. What? This time, I asked them to recheck and they found out that I’ve made the payment correctly and they will solve this case within 3 hours.
Then, there was another call by a technician and she want to collect some data from my side. She asked me to ping several sites and report to them the time and percentage of packet failure.
On the evening, I received an email which inform me that my line was connected, however they have some issue with their server upon my account. They will try to solve the issue within 2 working days. I was a bit disappointed because it was Friday, which means that they will continue working on my issue starting Monday.
Step 4
Saturday. 8:05 am, another technician girl called me and asked me to test my connection speed using Speedtest.net, Izzi Speedtest and the one on TMNet site itself. However, all of them were failed to load. Speedtest.net responded with some kind of latency issue.
The same day, at 13:20 pm, I was eager to know whether my connection has been resolved or not. Thus, I fire up my Chrome and went to Speedtest.net. The page load in seconds. I was shocked. The result shows that my connection issue has been solved and I manage to gain back my full browsing speed. Yeeha! Alhamdulillah.
Tips To Handle Any Issue With TMNet or Streamyx
- Make sure you pay your bill earlier. Don’t wait until you phone is suspended.
- If you still experience some connectivity problem, now you can call TMNet at 100 or 1300-88-9515
- If you’re lucky, you will be entertained by cute and soft voice person. I do. Haha. (melt)
- Talk with manner. They tried their best to treat you even though they are tired of having hundreds of call from nationwide
- Let them speak. Then you can ask any question that you want. Remember, with manner. Slowly and clearly try to explain what are you experiencing with your connectivity
- Say thank you when you’re done with the spoke-person. This will motivate them to continue working with smile and not moody
- If you’re under some urgency pressure, try to ask your favour with slow voice and humble. When they can feel your sadness and how important the connection to you, they will start working on your issue immediately because they feel the need to help you as soon as possible.
My Comment For Overall Services
- The universal TMNet service number is 100. However, if your phone line is suspended, you won’t be able to dial that number. Maxis can’t make call to 100 either. The number that I put as 1300-88-9515 is not available on the bill, or even on their website. This is a downside for people like me.
- www.tm.net.my only load a page with a flash, which later redirects you with pop-up to the relevant link you clicked. Even the flash itself is quite heavy. No need for pop-up, just redirect within the same page. You wasted a time to wait for the flash to load, and what you get is only a pop-up link. This is not user friendly. TMNet, please change the system.
- To change your details, you need to go to https://tmbill.tm.net.my/ and enter the page with you details. There are several things that I want to focus here. Firstly, the page is not well designed, and looks cheap. Secondly, to update your details which they put we as someone who was born in 1970s, you need to fill in all empty form, even though you don’t have any fax number.
The lame text based page
12 Comments
I used to curse and swear to the customer service too. Until I know, that they aren’t the ones that are directly responsible for the connection. But well, my job as a customer is to curse and wear, isn’t it?
I have a few friends working on that line, so I try understand how they must have felt, dealing with a person like me.
Good customer service starts with the customer
kalau takde fax number,just letak je no ape2 pun kat situ?
yup. i put my house number. huhu.
hi,
my tips..
1- if your line kena suspended, pay directly at TM Point. Don’t pay online. Lambat dia activate. Kalau kat TM Point, bleh activate di tempat ambil number on the spot.
x mtk no akak tuh sekali ker ?
unfortunately, i did not. professionalism. hohoho.
kira ok la sebab ada kes lambat bayar. macam aku dah la bayar tepat pada masa lepas tu banyak alasan, bukan sekali dia tapi dah dekat 2 tahun.
apa pun aku sedang berusaha untuk tukar kpd streamyx
kes kau sama macam abang saudara aku. tapi dia lagi advance. dahh call banyak kali TM bagi macam-macam alasan. Sampai dia hantar guna MOSTI email pun TM respon yang sama. Hampir sebulan kes dia baru selesai. Hadeishhh.
aah btul tu…kalo bill tmnet ni better bayar kt TMpoint terus. org TM sendiri yg ckp kat aku cmtu dulu cuz kalo online ni die process lambat n salu byk problem.
My issue is not how fast they clear up the bill. It was my payment which is insufficient and they have some problem with their server which affected me, and not others house.
Something went haywire with my account. So, they kind of tracing back what happened to me.
OMG. I fall for the girl voice. So sweet. Lalala.
They will cut your line even after you have paid – if you pay “late” & and they will not reconnect until you call them.
I got a “normal” reminder phone call on my landline that my bill was overdue. warm and nice, no mention of line being cut. I paid on-line within 10 minutues and received e-mail confirmation from my bank. TM did not update the system and 4 days later, they cut my line, without any notice.
When I called 100 and gave payment details (after they cut my line), they said it will take up to 24 hours to re-open my line. They said up to today (5 days from payment) the system has not captured my online payment. The service level is slower than the Government Agencies! You can get an International passport in 1 hour, get black-listing uplifted in 2, get road tax in 10 mintues. TM/Streamyx needs 5 days to update! Why, they control the land-lines in most locations – and they are a near-monopoly. If you don’t like them, cancel your landline and rely on handphones. If you are outside Klang Valley, you can’t get wireless broadband, so you have to endure TMnet’s antics.
Tm-net totally suck, I asking reactive and they charge me rm10 for reactivation, also it cos me few dollar by calling them..