guys..i dunno how many of u r frustrated by streamyx, i myself is 1, so i'm posting tis guide to complain effectively. other forumers have tried tis and claimed tat it works so i will just post a link and some contents from the other forum.
Below I am sharing with you a copy of letter for you guys to complain to TM.
As you can see, TM had not been providing us, the user with proper internet connection by playing with proxy, throttle, and etc. I have lots and lots of complain letter....
If you have a nice sample E-mail, kindly PM me and I shall update this.
So, here's my sample E-mail.
E-mail:
Found this in my old post!
custcare[at]tm.net.my (the worst response ever)
streamyx[at]tm.net.my (basically you will get replied by this)
ceo[at]tmnet.com.my (fastest yet the best)
gmmarketing[at]tmnet.com.my (Still workable...)
E-mail to MCMC and National Consumer Affairs only if the above e-mails failed.
aduanskmm[at]cmc.gov.my
fomca[at]fomca.org.my
aduan[at]cfm.org.my
Kindly replace [at] with @. I've edited this to prevent spambots from spamming in order for them to serve us better
THIS IS FOR THOSE WHO GET PROXIFIED (Delete and fill in the necessary)Quote:
Title: Dissatisfaction over Broadband services
Service No. : xxx-xxxxxxxx
Account No. xxxxx-xxx-xxx-xxx
Login ID: xxx@streamyx
Name of Applicant: Mr. anonymous
Contact Number: xxx-xxxxxxx
Router Modem Brand: <modem brand>
Dear Streamyx Customer Service,
1. I am a personal applicant for the <streamyx package>. I wish to highlight to you regarding various problem happening to my house internet service.
2. I had not been able to access certain websites, namely
http://www.download.com; the place for you to download legal software,
http://www.gamefaqs.com; the place to look for new game. This is totally unacceptable as I could only reach the site via other BROADBAND services such as Izzi, WiMax and Jaring from my friends house.
3. I'm well known that there are issues where certain websites is totally blocked due to the IP range 58.27.105.xxx which caused by a transparent proxy created by your company TM. Below are the proof of my IP being proxified. I believe that such thing (the proxy set up) happened recently and I also believe that this eliminates the point where your customer service stated that "Please take note that proxy servers are normally being set up at customer's end." as this never happened before previously.
<Image at whatismyipaddress>
4. A check from the website clearly shows that there's a proxy behind my dynamic IP. and the proxy shows that it is owned by TM. Therefore, I believe that this is not a fraud. From the information at
http://www.whatismyipaddress.com, it give out the following information.
General Information:
Hostname: 58.27.105.130
ISP: TMnet Telekom Malaysia
Organization: TMNET
Proxy: Confirmed proxy server.
Type: Cable/DSL
5. From the data received, this clearly shows that TM is not upholding the "MSC Malaysia 10-Point Bill of Guarantees" which indicates that as part of its commitment to ensuring the success of MSC Status companies, the Government promised to “ensure no Internet censorship” where TM is blocking access to legal websites.
6. According to the source at
http://www.skmm.gov.my, Service providers should ensure consumers to enjoy choice and satisfactory level of services at affordable price, benefit through provisioning of necessary services. However, such satisfactory had not been achieved.
7. As stated in your website's Fair Usage Policy, "This traffic prioritization policy will protect the quality of service for the majority of our customers when they use the service, while at the same time, still allowing the extremely heavy users to continue to send and receive files with certain restrictions. With this policy in place, we will prioritize Internet activities like web browsing, live streaming, messaging applications and VOIP access while traffic to P2P sites will be given lower priority, due to the high bandwidth consumption of such services." However, I would like to highlight that I'm totally unable to access certain websites. So, what is the base of the fair usage policy whereas TM couldn't even define "prioritize internet activities" and caused dissatisfaction among customers?
8. As I browse through the terms and condition, I am well aware that there is no such thing as proxy on users. If such thing did occur, why is it not stated under the clause 21. "Services"? Kindly highlight that TM is using a proxy on users if the above mentioned is true as it brings a huge impact on subscribers.
9. I am well aware that termination of services can be done if the services is totally below par. If TM couldn't provide proper services, a complain to SKMM would be done because TM couldn't satisfy an average customer.
Lastly, I am totally disappointed with your services and I hope that a good explanation would be provided and lifting up the proxy would be the smartest option. If there are no proper explanation given, I would like to terminate the service.
Thank you.
Yours Truly,
<Your Name>
Quote:
Title: Dissatisfaction over TM Net Streamyx Service
Service No. : xxx-xxxxxxxx
Account No. xxxxx-xxx-xxx-xxx
Login ID: xxx@streamyx
Name of Applicant: Mr. anonymous
Contact Number: xxx-xxxxxxx
Router Modem Brand: <modem brand>
Dear Streamyx Customer Service
Since the time I used TMNet streamyx, I had a hard time using it as your company provides me with a slow and frequent disconnection speed. Although there had been a technician checked my computer and the lines, all went fine. He has no idea what happened and I do not for see any improvement. The problem had been remain unsolved since i started using Streamyx.
I had enough of disconnection and I truly wish to terminate the service. Kindly remove my account from subscription list. I am well aware that termination of services can be done if the services is totally below par. If TM should charge for the services, a complain to SKMM would be done because TM did not ensure that consumers a satisfactory level of services at affordable price.
If I do not receive a reply stating what's really happening, I have no choice but to terminate my own account. If your company can stand up as an Internet Service Provider, I think you should buck up your service before your company receive more complains.
Regards,
<Your Name>
ERROR 678 (add in where applicable)Quote:
Title: Error 678
Service No. : xxx-xxxxxxxx
Account No. xxxxx-xxx-xxx-xxx
Login ID: xxx@streamyx
Name of Applicant: Mr. anonymous
Contact Number: xxx-xxxxxxx
Router Modem Brand: <modem brand>
Dear Streamyx Customer Service,
I am a personal applicant for the <streamyx package>. I wish to highlight to you regarding my internet connection that happen for nearly XX months.
2. I would like to clarify that I receive error 678 whenever I tried direct connect without changing any settings. Therefore, I believe that the error is on your server side. Kindly rectify it as soon as possible.
3. On behalf of that, I kindly appeal for a rebate as I'm unable to use the internet for quite some time.
Thank you.
Regards,
<your name>
FREQUENT DC's (add in or cancel where applicable)Quote:
Title: Frequent Disconnection problem
Service No. : xxx-xxxxxxxx
Account No. xxxxx-xxx-xxx-xxx
Login ID: xxx@streamyx
Name of Applicant: Mr. anonymous
Contact Number: xxx-xxxxxxx
Router Modem Brand: <modem brand>
Dear Streamyx Customer Service,
I am a personal applicant for the <streamyx package>. I wish to highlight to you regarding Disconnection problem with the internet connection.
I had been facing frequent disconnection or maybe well known as intermittent connection as per described by your technician. This had been happening for XX months and the frequency of disconnection is about XXX times per hour/day.
2. I feel that as a broadband company, assuring a proper internet connection is a must to every subscriber as stated in
http://skmm.gov.my where it states that service providers should ensure consumers to enjoy choice and satisfactory level of services at affordable price, benefit through provisioning of necessary services. However, with such disconnection, I believe that the service provider TM is not ensuring the customers to have proper internet connection.
3. On the other hand, I need to have a proper internet connection. As you can see, I might get banned from playing games due to the frequent disconnection. Other than that, I might even get frustrated whenever I want to upload photos to social networking sites with such disconnections happening.
4. Therefore, I hope that TM will rectify the problem as soon as possible to avoid any further bad comments about the company.
Thank you.
Regards,
<Your Name>
Added Tips and Strategy to Tackle The Issue
by prasys
1. Always do maintain a polite tone in your e-mail address. Don't be rude or don't overrule them , usually they wouldn't be bothered to entertain. My best advice is to follow the e-mail guidelines provided by HeHeHunter above. Although you may do some modifications to make a unique. Do send carbon copy or copies of the e-mail to other divisions of TMNet and as well as to MCMC/CFM. Just remember not to spam !
2. Attach a screen shot whenever possible. This is true especially when you're facing disconnection issues , slow browsing to International sites. Take a couple of screen shots (i.e Modem Status , Speed Test (Tm's and International (i.e SpeedTest) ) and as well as ping/traceroute results . This would be better as pictures would describe a thousand words.
3. Do wait at least a week to get a reply. Suppose if you don't get any replies. Just try to send up a follow up to all the addresses above. If you still didn't get any replies , then by all rights as a consumer. You should publish it in the newspaper (as you have collected enough evidence) , that would certainly get their attention
i am personally sending en email regarding slow connection problem (lesser than 20% of my expected speed)...if it works, i'll post my sample email as a template. feel free to distribute tis to yr frens..DUN GIVE FACE TO TAT SCREAMYX!
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