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

Pay Streamyx Broadband Internet Bill Online but still got Suspended

Last month I received a phone call from TM asking me to pay my overdue phone and Streamyx bill. If not they will suspend my Streamyx account the next day. So the next morning, I switched on my laptop and surfed to Maybank2u and paid the bill online as usual. Then in the evening, my wife called and she told me that the internet was down. I was surprised since I have already paid the bill nearly the full amount, so I called TM Customer Service.

Sorry We Did Not Receive Your Money

The guy told me, they did not receive my payment. I explained to him that I already paid through Maybank2u this morning. Then he asked me to give my payment reference number. He said that my account will be activated in 1 – 7 days. I said to him, 7 days are you kidding me. I cannot live without internet for 24 hours. Before I started to burst my disappointment, he immediately offered his help to activate my account in 24 hours. That sounded fair enough.

The next morning, still my Streamyx account was not activated. However, in the evening my wife called with joyful mood since Streamyx was already online.So next time, pay your overdue bills cash at TM center to avoid delay from the online activation. In other words pay your bill on time :).

Wireless Broadband

Actually, I wanted to change my Unlimited Merdeka Package RM 79 per month to a much cheaper package. Unfortunately my agreement with TM said that I have to use the Merdeka Package for 2 years which will end on next October 2009. Reason ? I wanted to subscribe to Wireless Broadband so that I would still have coverage even though when I go back to my hometown. I only use my Unlimited Streamyx at night after work or during weekend, which by the way, I would be out most of the time visiting my relatives or shopping.

I just want to be broadband efficient and not wasting my bandwidth :). It actually occurs to my mind to switch to Maxis /Celcom Wireless Broadband but maybe next year…

Tags: Access Providers, Laptop, maxis, Telekom Malaysia, Wireless, 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