Posted: Thu Nov 23, 2006 5:34 pm Post subject: Streamyx Users Please Read!
Latest News
Friday, November 17, 2006
SERVICE INTERRUPTION
ANNOUNCEMENT
STREAMYX SERVICE INTERRUPTIONS DUE TO NETWORK UPGRADING
As the country's largest Internet Service Provider (ISP), TM Net Sdn Bhd is constantly working towards improving and upgrading its services to serve the requirements of our customers better.
Therefore TM Net began a series of network upgrades nationwide from mid-October 2006, where its subscribers’ bandwidth speeds were upgraded to get the best throughput. This exercise is part of the long-term objective of providing higher improved speeds to its users so that they can have an enriching Internet experience.
Based on TM Net's previous experience with network upgrades, we consistently achieved a 100% success rate. In this first phase of our network performance upgrade, about 80% of our users have already experienced increased speeds in their Streamyx connection.
During this recent upgrading exercise, we encountered unexpected technical glitches resulting in intermittent service disruptions in selected areas. Those subscribers affected would have experienced the inability to browse even though they are connected or the blinking of the DSL light on their modem.
The root cause of the service interruption is partly attributed to the inability of the existing copper cable to cope with the additional bandwidth capacity going through.
TM Net has taken immediate action by setting up a crisis management task force consisting of senior technical personnel who are monitoring the situation very closely. Detailed analysis of the network's performance is done throughout the day as it allows TM Net to take immediate remedial action to expedite the recovery process. Recovery is already in progress in the affected areas. We expect a complete recovery within the coming weeks.
To manage this unforeseen incident, several positive measures have also been implemented. This includes increasing the capacity at our Customer Interaction Centre to attend to our customers more effectively. We have also temporarily deferred the upgrading exercise until the situation is resolved. These steps have had a positive and measurable effect where customer complaints are being resolved within 48 hours.
TM Net would like to unreservedly apologise to its customers and regrets any inconvenience caused. We would like to assure our customers that once the upgrading works are completed, they would enjoy improved speed and reliability with their Streamyx services.
We would like to thank our customers for their patience and understanding, as well as extend our appreciation for their continued support of TM Net's products and services.
Customers with service-related queries can contact us through our Customer Interaction Centre at tel: 1-300-88-9515, or submit a report via email to: ceo@tmnet.com.my
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