Most Strange & Longest TIME Fiber Complain Case

davychoo — Wed, 22 Nov 2023 15:13:07 +0800

It's been 1 year, I'm having problem accessing certain websites like androidpolice.com and howtogeek.com (maybe more) and these websites are legally accessible, I have tested with other telco Internet (e.g. Maxis) and TIME at other address site. I have called TIME, and they said will check at their side. I have followed their instruction to going through the troubleshooting SOP (ping, tracert, etc.), submission to them and I thought my router or PC (and phone) have problems.

Until recently, I have changed my router (one new unit from TIME and another unit different brand router), tested different PC, laptop (cable connected and wireless) and hand phone, and the problem still the same. All devices I used and tested works fine at other address with TIME service.

I called TIME again for the same issue, and they told me they will fix it, and technician guy called me and said the same thing and ask me to wait for the update. I keep waiting and repeatedly chat with TIME via app, and they still said will escalate the issue and the problem still the same.

I chat with them once again today (25 Oct 2023) and the chat agent told me that the case is closed, and I was shock asking why it's closed and no one ever update me and the problem still the same. The chat agent once again re-activate the case and told me their technician will call me within 2 hours BUT eventually no one will contact me like before.

I have already played my part to did all instructed steps and procedures, and it seems that TIME keep ignoring my problem. I have no choice but filing an official complaint to MCMC regarding this matter.

Within 2 Hours after complaint to MCMC, I received email and calls from TIME to continue support my cases and asking me to wait for their update.

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Oct 27, TIME replied in MCMC system as follows:

Thank you for reaching out to us.

We hear your report on the interruptions to access certain website with TIME internet connection. On our previous visit, we did not find any abnormalities on our network while accessing the specific websites. However, since the issue still persist at your end, we have fixed an appointment for technician visit on 28/10/2023 at 1pm.

Rest assured, we will try to fix the issue.

Thank you.

Best regards,
Gxxxxx
Case Manager

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The technician has visited my place on 28/10/2023 and after going through several procedures and calling to TIME centre, checking and troubleshooting, the technician told me the problem CANNOT be solved because he can only check everything at 1 end, which is my place. He told me that he will report back to TIME and wait for the TIME's network engineer to solve this problem.

I wonder what's going on within TIME's Technical Department. TIME should take this case seriously instead of keep sending ground level "Technician" to entertain me after I have been through so many repeated hassle procedure.

This is another disappointment I received from TIME. It's time for TIME to improve the technical support team.

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Nov 3, I once talk to TIME again, I stand firm with my idea about the problem is at their end, because my temporary solution is using VPN service like SurShark VPN. TIME engineer was trying to convince me to accept their idea about all things (including troubleshooting) they have done at their side and found no problem. I said at some points their side has confirguration or setting issue which caused my account unable to access particular websites. I even gave them some possible solutions for tests, including using temporary account or changing terminal. I refuse to accept their explanation and close the case because I know once the case is closed, it will be permanent with no solution.

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Nov, 8, TIME replied in MCMC system as follows:

Thank you for speaking with me earlier.

The routing path has been changed for your network. The network team confirms that you should be able to access to the website now. Testing done from our end.

Kindly re-try and revert to us should you face the same issue. You may email us via cs@time.com.my

Thank you.

Regards,
Gxxxxxxxxx
Case Manager

on the same day, I tested to open the websites, still not working.

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Nov 20, I tested again to open the websites, the problem finally resolved.

Conclusion of this case, the TIME engineer is not doing well for customer support, and giving so much excuses and technical terms which might confuse customer. I'm glad I studied IT and they can't simply fool me with stories and technical jargon. I have to debate with the engineer for few times, and it's the case manager from TIME really care what I wanted in the end.

I feel glad that MCMC is really doing their job pretty well, and I should file the complaint to MCMC a year earlier without wasting so much time with TIME.

Huawei Optixstar HG8145X6-10 (Time Fiber) Newest!

davychoo — Thu, 27 Jul 2023 22:23:32 +0800

Just got today the latest model of Huawei Optixstar HG8145X6-10 from Time Fiber. Check online, and found no one using this. I guess I'm the first person who received this from Time Fiber. The outlook design and antenna is newer look.

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Most Strange & Longest TIME Fiber Complain Case

Huawei Optixstar HG8145X6-10 (Time Fiber) Newest!