A Unifi user is frustrated as she barely had any Internet connection for almost a month.
June Moh said it had been an infuriating experience as she needed the Internet for work.
“The connection went down on Nov 17. After lodging reports, a technician attended to my case and my router was fixed on Nov 21. However, the connection went down again 24 hours later.”
She said she had been with Unifi for almost six years and this was not the first time she faced such a problem.
“I experienced the same issue for three days in October. On that occasion, less than 24 hours after resetting my router, the same problem occurred.
“On both occasions, I was informed by Unifi that my port was stolen.”
Moh said she checked with neighbours in her apartment and found that only her unit suffered the problem.
She also lamented the poor customer service.
“I upgraded my Unifi package from 20Mbps to 50Mbps in March last year after getting a promotional call from them, but they did not give me a new router.
“I am using the old router provided by Unifi when I signed up for the 20Mbps package. The maximum speed this router can support is 30Mbps, so for 20 months, I have been paying RM189.79 for 50Mbps for nothing.”
ACTIONLINE:
A Telekom Malaysia Bhd technical team said it had restored the connection.
“We are monitoring the situation to ensure that the service disruption does not recur.
“The connectivity issue was due to faulty equipment. However, during the equipment replacement and restoration process, there was a technical glitch.
“We apologise for the inconvenience, and we thank her for her patience and understanding,” TM said in a statement.
It urged consumers to contact TM Customer Service at 100 for any enquiries, or email at help@tm.com.my.
“Customers can also reach out to us via Twitter @TMConnects, Everyone Connects page on Facebook at www.facebook.com/everyoneconnects or Live Chat on www.unifi.my.”