I knew it was too good to be true!! Less than a week of being fixed, the stupid Streamyx connection is down again!! Error 678 keeps popping up and even after troubleshooting and disconnecting and reconnecting the modem and splitter, I'm still not able to connect.
So what am I stuck with? A broadband connection that doesn't work and another case number.
Sheesh!!
Showing posts with label TMNet. Show all posts
Showing posts with label TMNet. Show all posts
Wednesday, June 13, 2007
Wednesday, June 06, 2007
Fixed
Can you tell? I'm finally back online!!
Now to get TMNet to waive my billing for the past 45 days or so...
Now to get TMNet to waive my billing for the past 45 days or so...
Wednesday, May 30, 2007
Streamyx: The Story So Far
I walked over to the Clickers shop a few doors away from my office today. I hoped they would be able to help me where the TMNet call centre has failed miserably.
The girls at the counter were very nice, but no, they couldn't help me. The case has to be referred back to the call centre. After I looked harried and explained to them the situation (being pregnant helps, I think because they probably took pity on me), one of the girls asked for my user ID and did a quick check for me.
She managed to dig up the contact number for the contractor/installer who set up Streamyx for me. She told me to give him a call to see if he could help. I was very thankful and told her so; at last, I had a proper person to call and to voice my problems to. I crossed my fingers hoping that the installer had not left his job to do something else since he'd installed the service for me in 2005.
Upon getting up to leave, she told me, "Worse come to worst, I think it's better if you just write in to the papers."
Even their own people know how useless they are.
I called the mobile number even before I'd stepped out the door. The installer picked up and listened to my woes. After asking where I lived and what was the problem, he sighed. "That sounds like a port problem. TMNet have to head over there to fix the port. I've already had three calls this morning. It looks like I'm going to be very busy. Forward me your phone number and I'll do a check for you."
Eureka! Someone's actually going to do something about the darned line and they can tell me that they are going to do something about it instead of throwing out obtuse phrases that don't mean a shit such as, "...we have escalated your case to the highest level and you'll have to wait for an update from the technical team."
Later today I called the installer again. He told me that he'd already given my number to TMNet and they'd take some time to revert to him. "When should I check back with you?" "Give me a call tomorrow evening," he said.
A definite answer and a definite time frame. Wow!! Progress!
I have totally given up hope in the monolithic dinosaur that consider themselves an ICT company. Even their own people have no faith in them and can advice me to go to the press with my woes. And it took an outside third-party to actually do something proactive other than to give me excuses about why they can't fix a simple problem. All they have to do is send someone over to fix the port.
The issue is far from over. I still have to call the installer tomorrow and find out if anything's being done. But at least I'm not being given empty excuses or shunted from one customer service rep to another.
TMNet SUCKS!!
I'll find out tomorrow if they're totally and hopelessly useless. I may consider Maxis as an alternative if they can't solve the blurdy problem.
The girls at the counter were very nice, but no, they couldn't help me. The case has to be referred back to the call centre. After I looked harried and explained to them the situation (being pregnant helps, I think because they probably took pity on me), one of the girls asked for my user ID and did a quick check for me.
She managed to dig up the contact number for the contractor/installer who set up Streamyx for me. She told me to give him a call to see if he could help. I was very thankful and told her so; at last, I had a proper person to call and to voice my problems to. I crossed my fingers hoping that the installer had not left his job to do something else since he'd installed the service for me in 2005.
Upon getting up to leave, she told me, "Worse come to worst, I think it's better if you just write in to the papers."
Even their own people know how useless they are.
I called the mobile number even before I'd stepped out the door. The installer picked up and listened to my woes. After asking where I lived and what was the problem, he sighed. "That sounds like a port problem. TMNet have to head over there to fix the port. I've already had three calls this morning. It looks like I'm going to be very busy. Forward me your phone number and I'll do a check for you."
Eureka! Someone's actually going to do something about the darned line and they can tell me that they are going to do something about it instead of throwing out obtuse phrases that don't mean a shit such as, "...we have escalated your case to the highest level and you'll have to wait for an update from the technical team."
Later today I called the installer again. He told me that he'd already given my number to TMNet and they'd take some time to revert to him. "When should I check back with you?" "Give me a call tomorrow evening," he said.
A definite answer and a definite time frame. Wow!! Progress!
I have totally given up hope in the monolithic dinosaur that consider themselves an ICT company. Even their own people have no faith in them and can advice me to go to the press with my woes. And it took an outside third-party to actually do something proactive other than to give me excuses about why they can't fix a simple problem. All they have to do is send someone over to fix the port.
The issue is far from over. I still have to call the installer tomorrow and find out if anything's being done. But at least I'm not being given empty excuses or shunted from one customer service rep to another.
TMNet SUCKS!!
I'll find out tomorrow if they're totally and hopelessly useless. I may consider Maxis as an alternative if they can't solve the blurdy problem.
Thursday, May 24, 2007
S'pore vs. M'sia : Part II
Hubby received his new toy - a Blackberry - from the new company. It runs on SingTel.
Upon arriving home, he called SingTel to activate the device or to troubleshoot, I forget which. The customer service rep gave him the contact number of a technician and told him that the technician would call him to walk him through, and if said technician doesn't call within 30 minutes, he should call customer service again to report.
SingTel: 15, TMNet: 0
The technician called a few minutes later.
SingTel: 30, TMNet: 0
There were various problems with activating and sending emails via the Blackberry but the point of this story is that for SingTel to actually troubleshoot the device and connection, they'd have to do it via the Maxis platform here, which they did. And throughout the day, there was dialogue and follow up with hubby on status. They not only called but sent test emails to the device.
What has TMNet done for our faulty and non-functioning Streamyx connection so far? Tell me time and again that the case has been 'escalated to the highest level' and refused to give out the direct contact to their technicians.
SingTel: 40, TMNet: 0
I think the Blackberry is working now, am not sure, have not checked with hubby. On the other hand, we're still stuck without a Streamyx connection.
So, compare the both, since they are similar cooperations in that it's SingTel and TMNet. How is it that just across the causeway, customer service and timely response is exemplary while we are languishing here in the muck of mediocrity?
For the whole experience, this is how I'd sum up the score:
Game, set and match to SingTel.
Upon arriving home, he called SingTel to activate the device or to troubleshoot, I forget which. The customer service rep gave him the contact number of a technician and told him that the technician would call him to walk him through, and if said technician doesn't call within 30 minutes, he should call customer service again to report.
SingTel: 15, TMNet: 0
The technician called a few minutes later.
SingTel: 30, TMNet: 0
There were various problems with activating and sending emails via the Blackberry but the point of this story is that for SingTel to actually troubleshoot the device and connection, they'd have to do it via the Maxis platform here, which they did. And throughout the day, there was dialogue and follow up with hubby on status. They not only called but sent test emails to the device.
What has TMNet done for our faulty and non-functioning Streamyx connection so far? Tell me time and again that the case has been 'escalated to the highest level' and refused to give out the direct contact to their technicians.
SingTel: 40, TMNet: 0
I think the Blackberry is working now, am not sure, have not checked with hubby. On the other hand, we're still stuck without a Streamyx connection.
So, compare the both, since they are similar cooperations in that it's SingTel and TMNet. How is it that just across the causeway, customer service and timely response is exemplary while we are languishing here in the muck of mediocrity?
For the whole experience, this is how I'd sum up the score:
Game, set and match to SingTel.
Sunday, May 20, 2007
I reiterate: TMNet is filled with MORONS!
On Saturday I tried calling the number the TMNet customer service rep gave me. Turns out it's an activation line and not the line to the technical team who's handling my case.
I called 9515 again and this time got to speak to a supervisor. Against better judgement and because my temper was on a rage and patience had flown out the door, I ended up cursing and swearing at him. Of course, it isn't entirely the poor guy's fault but if they'd only give me the contact details of the fucking morons who are supposed to be "handling" my case (i.e. the cable contractors, apparently) I wouldn't have to yell expletives at the idiot.
As it was, all he could tell me was the same thing that his customer reps have been telling me every single time that I've called: that they've handed the case over to their technical team and they are looking into it and they will call me when they've got an update. And no, he does not have the contact details of the technical team, all he can do is to email them from his end. And no, he is not allowed to give me the email address of the technical team either.
They will also continue sending me the bill and I will have to pay and if TMNet figures that the problem stems from their end, they will give me a rebate. WHAT. THE. FUCK??!!!!
My first complaint to them was dated 15 April 2007. I have called 9515 on average once or twice a week and I have sent them several email complaints.
If anyone has any better ideas or suggestions, I would gladly welcome them. Short of bombing the whole of TMNet and all their affiliated associates, I would be willing to try almost anything.
Maybe I should take this to the Malay Mail? Do they still post complaints?
Help!
I called 9515 again and this time got to speak to a supervisor. Against better judgement and because my temper was on a rage and patience had flown out the door, I ended up cursing and swearing at him. Of course, it isn't entirely the poor guy's fault but if they'd only give me the contact details of the fucking morons who are supposed to be "handling" my case (i.e. the cable contractors, apparently) I wouldn't have to yell expletives at the idiot.
As it was, all he could tell me was the same thing that his customer reps have been telling me every single time that I've called: that they've handed the case over to their technical team and they are looking into it and they will call me when they've got an update. And no, he does not have the contact details of the technical team, all he can do is to email them from his end. And no, he is not allowed to give me the email address of the technical team either.
They will also continue sending me the bill and I will have to pay and if TMNet figures that the problem stems from their end, they will give me a rebate. WHAT. THE. FUCK??!!!!
My first complaint to them was dated 15 April 2007. I have called 9515 on average once or twice a week and I have sent them several email complaints.
If anyone has any better ideas or suggestions, I would gladly welcome them. Short of bombing the whole of TMNet and all their affiliated associates, I would be willing to try almost anything.
Maybe I should take this to the Malay Mail? Do they still post complaints?
Help!
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