Appalling TM phone and Internet connections

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Appalling phone and Internet connections

I WOULD like to highlight issues regarding my TM fixed line and Streamyx Internet connections which have not been resolved for more than a month.

I have been having telephone problems such as distortion for some time now. So I made a complaint to TM’s call centre.

The next day, one of their technicians came and checked on the problem. He told me my internal telephone wiring had to be changed and gave me a quotation.

So I made an appointment with him after a few days to do it. He came and did the wiring and I paid him as promised.



Soon after, my nightmare began.

It is more difficult to make and receive calls and my Streamyx connection started giving problems. I called the technician, but he said he didn’t do anything wrong. However, a supervisor who came afterwards told me the technician had used the wrong cable.

So I decided to complain to TM again and they sent another technician but until today the problem has not been fixed.

I’m really fed up and considering changing to another provider. The only thing stopping me is the loss of my existing number.

I am a university student and I neThe Stared to use the Internet for my assignments, projects and research.

FRUSTRATED (The Star, Dec 21)
Kuala Lumpur

Related post: 
TM Unifi Internet service leaves much to be desired

TM does not condone inept personnel

Sunday Star December 25, 2011

WE refer to “Appalling phone and Internet connections” (The Star, Dec 21) with regards to the complainant’s fixed line and Streamyx connection.

Telekom Malaysia Berhad (TM) would like to thank the complainant for his feedback and apologise for the inconvenience caused. At the same time, we extend our deepest apologies for the incorrect action taken by our personnel.

We will identify the said personnel and a stern warning will be issued in our effort to prevent such incidents recurring.

We wish to emphasise that TM does not condone such behaviour, particularly in resolving customer’s problems.

However, TM would require the complainant’s details like full name, telephone number and account details to enable us to investigate the matter.

The complainant can contact TM at 100 or via e-mail help@tm.com.my in order for us to investigate further.

GROUP CORPORATE COMMUNICATIONS,
Telekom Malaysia Berhad. 

TM ringing up a hefty bill

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Ringing up a hefty bill

Telekom to make good the error of overcharging senior subscriber

By SIMREN KAUR simren@thestar.com.my

A RETIRED businessman said he could not take it “sitting down” when he was overcharged by over 100% by Telekom Malaysia Bhd for a subscription package.

The complaint lodged by the businessman, who wished to be known only as Yong, 68, was initially rejected by the company.

However, the company later admitted there were errors in the billing and agreed to provide him with a rebate after Yong visited the TM Bhd outlet in Bayan Baru, Penang, accompanied by a reporter from The Star yesterday.

“I’m happy that my struggle for justice has been worthwhile,” he said.

Yong said he was billed RM334.11 in September when his monthly bill never exceeded RM150.

Double take: Yong, 68, bringing along his erroneous phone bill to successfully fight his case at the Bayan Baru TM Berhad outlet in Penang..

“I happened to scrutinise the bill and noticed that I was overcharged for the ‘BlockBuster Deal 1MBps’ which I signed up on July 27 this year.

“Under the plan, I was supposed to pay RM110 per month with free local and outstation calls to Telekom fixed lines.



“I will also be charged 10 sen per minute for calls to handphones and other fixed lines nationwide,” he said.

However, Yong said he was charged up to RM0.90 per minute for calls to Kuala Lumpur and mobile numbers.

“How can this be so? It is clearly stated that I should only be charged 10 sen per minute,” he said.

Yong then filed a complaint with the TM Bhd outlet in Bayan Baru on Oct 13 and the matter was referred to the company’s headquarters.


However, he received a letter from TM Berhad on Oct 21 claiming that the bill was correct.

“I was not satisfied as they did not even give any reason as to why I was overcharged,” said Yong, who then called The Star to seek assistance.

Yong then approached the TM Bhd outlet in Bayan Baru again accompanied by a reporter.

TM Bhd Bayan Baru customer service officer Norhashimah Yacob said they checked through the system and found errors in the billing.

“The mistake is regretted. We will provide Yong with a rebate for the amount he was overcharged in his future billings,” she said.

Yong said that Telekom subscribers should check their bills regularly to ensure there were no discrepancies.

“If I were illiterate, then I would not have been able to do anything,” he said.