Lousy Streamyx Support

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What a relief…… Finally I could login to the internet when after it went down on Sunday, January 21. I’m not sure if the help desk operates or not on Sunday because when I call them on Sunday, I can’t get the operator at all.

I was quite disappointed because weekend is the only time I could spend much of my time surfing the web. I woke up early that morning at 6.00 a.m, as usual because I’m already use to it since my working hours at my office is 7.00 a.m. When I tried to login, I get error 678 whereby my ISP host is not responding to my PC. So I spend my time trying the SEO function in XsitePro. Meanwhile I did the basic troubleshooting whereby I connect the line direct to the wall socket but still it doesn’t work.

Then on Monday I call the help desk and at last somebody attended my request. They asked whether the DSL LED on my MODEM is either blinking or ON but in my case, it was totally OFF. I was told that they will fix the problem within 2 days i.e it would be either Tuesday or Wednesday my problem will be fix. At the same time they ask for my mobile phone number just in case they need to contact me.

On Tuesday evening I received their call and I thought they will send their Technicians over to troubleshoot, but instead they ask me whether the DSL LED is ON or not. I told them it’s not and their reply is they’re gonna troubleshoot it further since the due date is Wednesday. That was it. I kinda piss off and I ask them what could be the problem, either my side (Bintulu) or their side (Kuala Lumpur). The operator was very confident by telling me that the problem is on their side and they gonna troubleshoot it again tomorrow.

On the next day, they did the same thing by asking me whether the LED is ON or not. Of course it’s not because nobody came over and try to fix it. Then they told me that they’re gonna troubleshoot it again and they’re gonna call me the next day. They even dare to tell me that the due date will be tomorrow, Thursday, and I don’t know for what reason they could delay the due date for 1 more day.

On Thursday I get a little bit impatience and call them up. Again no Technicians came over and they told me the problem is on their side. I was told that they renew the job order and the due date will again tomorrow, Friday. What kind of support is this.

So today is Friday and I really, really want my connection to be fix. I called them up and give the technical support operator some scolding. I told her if they keep on postponing the due date then it will be carried on thru the weekend and I’m sure that they’re not gonna send any Technicians on the weekend.

Finally they send their Technicians at around 4.00 p.m and they found that the port for my Broadband connection that is located in the Telekom Termination Box besides the road was faulty and it only took them less than an hour to replace it and to get my Broadband connection back. An hour job but it took them 5 days to fix it.

Is this the type of quality support that we’re getting from a big telecommunication company like Telekom who monopolized the telecommunication industry. I don’t think they would do this if there are alternatives Broadband provider since they are the only one there is. The support is really, really sucks…

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This entry was posted on Friday, January 26th, 2007 at 8:56 am and is filed under General. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.