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TM's Poor Services

Since my move from old home to new home on the 20th of December 2009, I've applied for relocation of my telephone and internet line. I was totally furious and words couldn't explain my disappointment with TM. It took more than 2 months to complete my relocation, with non-stop events of "problems" encountered by them to simply relocate my line from a walking distance building away. Until now, for 2 months and 7 days, I still have not achieved my plan to..

= RELOCATE TELEPHONE & STREAMYX LINE TO NEW HOME AND UPGRADE THE STANDARD INTERNET PACKAGE TO STREAMYX COMBO =

The trails of events are as follow:
  1. 16-Dec, 2009 - I visited TMPoint in Bangsar to file application for the above plans (relocate & upgrade) but was only able to start with relocation of the phone line. So, I filed the application and waited. TOTAL TIME SPENT = 1 day.
  2. 17-Dec,2009 to 11-Jan-2010 - I made numerous calls and visit to TMPoint to check my application. TM operators told me that their system does not have my new home address (FYI, my area has existed for more than 10 years) and the operator demand me to give my neighbour's phone number for them to check the address. It was a real weird request but I anyhow gave them the guard house's number. Finally my home address was "identified" and I again waited for few days for the contractor to do the wiring. On first attempt, failed because of lousy workmanship. And the operator revisit on the 11-Jan-2010 to fix the loose wires. Finally on 11-Jan-2010 I have phone line in my house. TOTAL TIME SPENT = 26 days
  3. 12-Jan to 22-February,2010 - Now that I have the phone line at home, I revisited TMPoint to file again the application to upgrade internet package. But the operator told me, the internet line is not even connected to my home phone line. Reasons? No available port. And no effort from TM to inform me about it until I called. Questions I asked:
  • When to have available port? - Unknown, and I can't expect them to know who's going to move out from my condo to free the port for me.
  • What can I do? - Wait, basically nothing else.
  • Do I have to pay for internet & phone line rental? - Yes, until they recover my streamyx line, then I file for rebate.
  • Can I change my service provider? - TM operator told me that I am FREE to do so.
I am struck by TM's service. I am totally numb and do know what to do next. I have no choice at all to go online, broadbands coverage are really bad at condominiums above 10 storeys and the no other service provider available at my area. And then I read from a forum that I could file complaint towards service provider's services at Consumer Forum of Malaysia (CFM) and Malaysian Communications and Multimedia Commission.

I tried my luck by launching a report at CFM's website and I got a replied within 1 day by them, channeling the report to TM. Within 2 days, some personnel from TM called me up to understand my complaints and promise to hold my bills where I need not pay up until the full internet service is enforced. TM also promised to get a port for me within 1 month. So I was sort of contented with this arrangement and patiently waited until yesterday, 22nd of February 2010 that someone from TM called me again to confirm the streamyx line had been successfully transferred, since 19th of February. TOTAL TIME SPENT = 41 days

I finally got my internet connections after 68 days of agonizing wait. I am still not done with my initial plan! I am still using the old standard plan of internet package! When I called 100, they told me that I have to visit TMPoint again, to proceed with the application. And need to wait 1-2 weeks for the free modem. Now thinking of all the hassle, I rather stick to the old package and buy myself a wireless modem. The previous trip to TMPoint already earned me a police summon for illegal parking of my car, and mind how hard it is to get a parking in Bangsar.

Summary,
  • TM's service is a total disaster.
  • Complaint to CFM works.
A point to ponder, why did TM's operator told me there's NO port available and hardcore-ly NO NO ways to get one for me but suddenly after the complaint to CFM, they are able to get one? and my connection speed was... urgh, not bad? (for streamyx) I really wonder..

So folks, moving house? be ready to face ALL these hassles. Well, or maybe it was just me being unlucky. REALLY UNLUCKY.

P/s - Suddenly I appreciate internet a lot, gosh.. how dependent am I.. to the virtual world 0.o

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