Poor Customer Service from Streamyx

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I was having intermittent disconnection problem with Streamyx and called their Customer Service. Their technician arrived on a Sunday morning and said that the problem was on their side since one of their equipment was struck by lightning and another person would attend to it the following day. Another technician came the following day and said that the setting of my modem was faulty. I told him that I had not tampered with the modem and that I am getting intermittent connections to the internet.

A few days later I was not able to go online at all. On September 17 I called their Customer Service and the following morning I received a call from a technician that he would come later; but he never came.

On Monday I called again and this time the Customer Service person told me to do the ‘ping’ test and informed that there was nothing wrong with my modem and someone would attend to the problem. For the next four days I was calling Customer Service twice daily once in the morning and then in the afternoon and each session lasted for an hour or so. Each time I was given a different reason for the cause of the problem. First I was told that the cables are being repaired, another person said the cables were stolen and many customers are facing problems and finally I was told that underground cables are being repaired and it takes time.

On Friday evening a technician called saying that he would come the following morning. After eight days the system was restored, but on the following day I was not able to go online. On Monday morning I managed to contact someone. The technician came in the afternoon and restored the system. He said that the fault must be from the connection in the telephone pole and another person would come the following day to attend to it.

Every time I had to contact KL and no one was able to give me the name and contact number of a person in Ipoh. Why not give the phone number of the contact person in Ipoh which would be more convenient?

My system was down for more than eight days and when I asked Customer Service how to go about getting a refund they were not able to give me an answer. I still do not know how to claim a refund for the period the service was not provided.

A. JEYARAJ

Ipoh Echo’s comments:

Our office went through exactly the same scenario as that detailed above. Isn’t it time that Streamyx got their act together? Where is their service mindset?

6 thoughts on “Poor Customer Service from Streamyx

  1. Talking about Streamyx… I felt that I’ve been cheated. I recently upgraded my existing package from 512Kb to 1Mb
    but I did not get a free modem as advertised. When I went to TMPoint to collect my cordless phone I was told that I have to get from TM’s sub-con instead but when asked the technician who came to my house, he said I have to get from TMPoint. What a lousy service from a big company like Telekom. I had made several complaints but until now I still not getting my modem. So for a new subscriber for upgrade, don’t be fool by TMNET and become a victim like me.

  2. I had had numerous experiences with Streamyx downline..almost once in a month or once in2 months. Either they pretend they never got the complain, no record of complain shown on system or you spend time waiting for the no-show of technicians at 3 days. This happens regularly at home or at office. Bought 2 mobile modem – Digi and Maxis, solved almost all our problems. But I still need streamyx for our CCTV. My house is at Taman Ipoh perdana area and office Greentown. Telekom claims to be the top ten in Malaysia….top ten in what? Making money? Lousy service? Poor infrastructure?
    HELP!

  3. One can complain until the cows come home and nobody will care. I am using Maxis broadband and I have no complain.I don’t know about others and don’t get me wrong,I am not promoting Maxis.Any comment from others?

  4. I was on the phone for about 40 minutes recently with streamyx customer service. The very kind, polite and seemingly well=trained young women at the other end tried everything she could think of to help me fix my slow and intermittent connection. Eventually we ran the Streamyx Speed test and the result was very good, but still the connection is slow. In the end she said maybe there were many users during the busy hours and that made things slow down. I don’t think so, all hours are affected. I’m in 31350 area also and agree with Christine.

  5. There are alternatives to TM Streamyx and the cost is about the same. Maxis and Digi offer broadband services at very competitive prices. I have migrated to Maxis Broadband for sometime already and the service is superb.

    I am not promoting these two telcos but my resorting to an alternative source is borne out of frustration like the complainants here.

    If you’re a Maxis post-paid customer for the last 12 months, you’re eligible for the Maxis 3GB-capacity broadband at RM38 per month. The offer ends this December.

    Say goodbye to TM. We need to send a clear message to this monopolistic and inefficient national telco that the customers are sovereign.

  6. OUR AREA TAMAN INDAH JAYA,31350 IPOH WHICH IS NEAR GUA KEK LOK TONG, THE STREAMYX IS VERY VERY SLOW AND UNSTABLE BUT WE PAY AS MUCH AS THOSE IN TOWN WHICH IS UNFAIR TO US. TM NEEDS TO UPGRADE THIS AREA AND MAINTAIN IT WELL. WE ARE JUST PAYING THE FEES FOR BAD AND SLOW SERVICE. PLEASE HELP US IN TAMAN INDAH JAYA WE ARE SUFFERING ALREADY FOR SO LONG. PLEASE…

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