My Streamyx Broadband Modem is not Working after Lightning

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Last week, my Billion Modem (a broadband modem supplied by TM ) was damage due to lightning. Lets do some flashback..

Lightning History

That was the second time my modem was struck by lightning. The first incident happened early this year. My internet connection was down when I got back home  with my family from my sister’s in law house.My house was blacked-out and the main switch was turned off. So I tried to check my connection and configuration.After trying to reconfigure my Aztech Wireless Broadband Router, connect and reconnect to modem still did not solve the problem. I suspected that my modem was damaged even though the power and connection  LED was on. Finally, my intuition was right when my modem was not working when I tested at my office Streamyx Connection.

So I called TM Customer Service, as usual they will asked you to check your setup and network connection. After they were satisfied that my networking configuration was fine,they told me that they will ask their technician to fix the problem in 2 days. But after 2 days, the technician did not show up. I made another friendly call to TM asking what wrong with their technical support.

Immediately the next day, a guy from TM came to my house and brought a new modem. He tested Streamyx connection and made a direct connection with my modem by Ethernet cable, and confirmed that my modem was damaged by power imbalance where an unexpected increase in the current voltage, also known as surge. It usually cause by lightning.

The 2nd Strike

My problem internet  was solved after getting new modem. I thought the lightning can only damage your electronic device through power cable. So every time when I go to work, I will turn off the main switch.But I was wrong, when my house blacked-out again and my internet connection was down. Not Again, I said to myself. When I checked, there was no connection with modem using Ethernet cable. So my modem was damaged.

This time, I directly called TM and report about my modem. Again, TM always surprised me. The customer service told me, they cannot replace my modem anymore as the modem warranty is just for 1 year. WHATTT !!!. He told me to buy new one by myself. If you read my previous entry, Streamyx Bill Paid Online, I did mention that my Merdeka  Unlimited Package (Streamyx ) is for 2 years that end October next year.

Broadband Dilemma

What choices do I have ? I have to bought new modem to replace my Billion Streamyx Modem. Somehow I felt I was unfairly treated as a customer. Why do you offer a service that I have to oblige for 2 years but your product warranty is just for 1 year? On top of that, you gave me a cap Ayam brand modem that cannot withstand surge while my Aztech Wireless Broadband works perfectly fine.. I will tell you what is the main cause of my Modem being damage again and again.Poor Me

Tags: Asymmetric Digital Subscriber Line, broadband, business, Cable Modem, Data Communications, Ethernet, Integrated circuit, lightning, Modem, Quality of Service, Surge protector, Technical support, Telekom Malaysia, Wireless Broadband

Rebate Application Approved:Blinking Streamyx III

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Please read my previous post here, to get the general idea of what I am talking about.

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Good news :), finally my problem with Blinking Streamyx  is completely solve. My rebate application is approved, and within a month from 23rd December 2007 Hopefully I will get my money back.

I have to check at https://tmbill.tm.net.my.

We wish to take this opportunity to thank you for your continued patience and understanding, as well as extend our appreciation for your continued support of TM. We wish to assure you that we are constantly improving our service and listening to customer feed back to further improve on the level of our service and customer satisfaction

Nurul Ain Mohammed Ghazali

Customer Care Support, Internet Services

Can I consider that as they admit their mistakes ,feel really sorry and they will never ever send a stupid Contractor again? hehehe. Anyway Thanks for the rebate :). Maybe one of their staff has read my blog,mmmm  that’s why..hehehe

Tags: business, Customer, Customer satisfaction, Customer service, Michel Tremblay, Technical support, Telekom Malaysia, Website