FOR ONCE STREAMYX DID SOMETHING RIGHT

hammerhead — Wed, 18 Oct 2006 12:27:32 +0800

I am writing despite all this doom and gloom because of Streamyx. I just want to relate my experience and hopefully some of you can make use of this experience.

I am subscriber to Streamyx since it's inception (can't remember actual year), the days when it was a 256k/128k package and 60 hrs unlimited usage. I live in an area that is actually at the fringe of their ADSL coverage and this fact was clearly stated to me when the technician installed it. Of course I could not get optimal speed but it was useable. In December 2005, I believe after a "system upgrade" my connection went from 35-40kb (1M package) down to 3-4kb, which is no better than dial-up in a good area. As usual call CS, no response, call again, no improvement till late January 2006, the technician came over and confirmed that their "system upgrade" has actually screwed up my connection but he did informed me that my area just had a mini-DSLAM installed just 1.5km away from my house. So he suggested that I go over to TM point and asked for a a change to the pairing from Jalan TAR to the mini-DSLAM at Gurney which is a fibre optic connection.

Went to TM Point on 3rd February explained the situation, well you guess it. No change because nothing was done. Then I was disabled on some health problem from March to August and I just do not have the energy to follow up with TMPoint. On August 29th I made another complain at TMPoint and imagine my frustration when I got back home that evening my feeble "broadband" has been disconnected. No warning, no calls from TM, zilch, nada. Just like that TM disconnected my service. Calls after calls made to CS to get the same answer, case has been forwarded to upper management, upper management my foot.

At the end of September I gave up of waiting for an answer and after browsing their website, I decided to write to their CEO, Michael Lai. I wrote in clear but firm tone detailing my problem and what I have done to rectify, any progress made and finally a non too subtle threat of bringing up the matter to the Ministry, in which I am very much prepared to do.

A reply came back almost immediately and it's not an automated reply because I traded a few mail with the RRT CRM (Rapid Response Team- Customer Relation Management). Within 72 hours I not only get back my internet access but at 1024/512 to boot that means I am getting full speed. On a good gateway, I get a constant 107-115 kb dl, BT, well that's another story for another day.

To add icing to the cake, for the past 2 weeks my connection has gone up to 2048/512 with a constant DL speed of 160 - 180. Billing status still at RM88. Yipeee.

Therefore the moral of my long and convulated story is, exhaust all means of solving the problem on your side and write to the CEO as a final resort but in a gentlemen's tone. Detail your problem sequentially so the other party will have an idea what is going on. Don't use childish word like "stupid", "idiot" etc, etc.. Just imagine yourself when someone ask you to help on something and before you even understand the problem, the person is already calling you all sorts of name. Are you inclined to help now?

I hope my experience will be of some help to some of you.

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FOR ONCE STREAMYX DID SOMETHING RIGHT