MALAYSIA: Experience slow Streamyx or UniFi broadband connection in October 2011? You are not alone. It’s cable fault, again!

Telekom Malaysia (TM) has announced that a cable fault has been detected on Asia-America Gateway (AAG). Hence, it affected the Internet connection speed and latency to websites hosted in United States, North Asia and Europe.

TM is re-routing connections to alternative cable networks. AAG cable fault should be fixed within this month. Please be patient or send your angry words to help@tm.net.my, or unifi@tm.net.my for UniFi customers.

Slow Streamyx and UniFi Caused by AAG Cable Fault (Oct 2011) is an article from: LiewCF Tech Blog. For more updates, please follow @liewcf on Twitter, join Facebook page and subscribe free newsletter.

Telekom Malaysia (TM), largest Internet Service Provider, is now providing customer support on Twitter using @TMConnects handler.

The Twitter account is not to be confused with the official Telekom Malaysia Bhd Twitter account, @TMCorp. @TMConnects is the official channel for TM service-related support and queries. And, they have a working hour of Monday to Friday, 9am to 5pm. As well as, rules of engagement.

Read about for my TM connect experience after the break.

TM Connect customer support experience

I asked @TMConnect about the 2Mbps broadband coverage near my home. The 1st reply was asking me to call TM customer support number. Then, after I insisted, @TMConnect was willing to check for me and asked my contact details in Direct Message (DM).

Few hours later, I received a call from TM telling me that it is out of 3 KM range from their server, thus cannot provide 2Mbps connection, and promised to help me to check for TM future plan for my home area.

About 2 hours later, another follow up call from TM and it’s a bad news: TM has NO plan to expand their faster speed broadband coverage to my home area.

My two cents

Many companies are already using Twitter as another channel for customer support. It’s glad to see TM is following the trend too.

For an online query, I received two calls from TM and got my answer on the same day. I would say @TMConnect twitter account is quite efficient.

On the other hand, it’s quite disappointing that TM has no future plan to upgrade the broadband speed in my home area. I have been stuck with TM Streamyx 1Mbps package for years, no upgrade option available.

Come on, even mobile broadband provider is offering 5Mbps package here!

At Last, TM Customer Support is on Twitter (@TMConnects) is an article from: LiewCF Tech Blog. For more updates, please follow @liewcf on Twitter, join Facebook page and subscribe free newsletter.

Malaysia: After being fixed in April, another cable found faulty in SMW4 cable network again and caused internet services disruption to TM customers.

According to TM announcement (hidden) , a faulty cable was found detected along the Colombo – Mumbai segment that links Malaysia to Europe. The consortium will be carrying out repair works on site on Sunday, 23 May 2010.

3 ways to improve Internet speed when Streamyx sucks

Though we can’t blame TM for the cable fault but other Internet service providers did not seem affected.

I tested Maxis 3G wireless broadband connection speed and got an excellent 2.84Mbps download speed! How do you explain that?

Hat Tip: @simonlim88

TM Streamyx Sucks Due to Cable Fault on SMW4, Again! is an article from: LiewCF Tech Blog. For more updates, please follow @liewcf on Twitter, join Facebook page and subscribe free newsletter.

Malaysia. TM Streamyx broadband connection is extremely slow recently due to the cable fault on the SMW4 submarine cable network. It is expected to be fixed on Sunday, 2 May 2010.

While we are waiting for it to be fixed, I show you 3 ways you can to do to improve your Internet speed.

1. Reconnect to get new IP address

While not scientifically tested, some IP ranges get faster speed that the others.

Try to reconnect your Streamyx connection then test speed at SpeedTest. I get a better speed after reconnections. Reconnect again if the speed become slower.

2. Use TMnet proxy server

Proxy server is a caching server which keep copies of visited web pages. By applying proxy server, you can load a website faster if it is already in the cache.

TMnet open proxy server is: 219.93.178.162 Port: 3128

3. Switch to 3G / Wireless broadband

In Malaysia, we have couple choices of 3G / wireless broadband services. If you have subscribed one of those, you can switching/tethering the wireless connection on your computer. Instructions vary per service.

I could get about 1Mbps by tethering with iPhone on Maxis 3G network.

Bonus: Use Google DNS servers

[Hat tip: @simonlim88]

DNS is the service to resolve domain name to its IP address. TMNet’s DNS server is SLOW! You should switch to a faster DNS server like Google free open DNS: 8.8.8.8 and 8.8.4.4

My two cents

Broadband speed down to snail speed due to cable fault is nothing new to Malaysians. I am not sure how many submarine cable networks we have to connect to the World.

But we could tell immediately as soon as there’s cable fault happened. Seems like we don’t have enough Internet backbones for backup connection? Who has insider information?

Do you have other tips to improve Internet speed?

If you need talk to TM, the Streamyx Hotline is: 100 (dial on local fixed line).

3 Ways to Improve Internet Speed When Streamyx Sucks is an article from: LiewCF Tech Blog. For more updates, please follow @liewcf on Twitter, join Facebook page and subscribe free newsletter.

Recently, my Streamyx connection always disconnect in the midnight (my working hour). Once it is about midnight, the connection will disconnect, reconnect, disconnect, reconnect.. every minute or two.

A very frustrating experience.

It only disconnects in the midnight. The broadband connection is fine in the day time and after 1am. It sounds weird but true.

I have no idea why the Streamyx connection only disconnects in the middle of night. A Cinderella inside!?

IF anyone has any idea, please tell me in the comment below. Thank you.

The Cinderella-like Streamyx Broadband is an article from: LiewCF Tech Blog. For more updates, please follow @liewcf on Twitter, join Facebook page and subscribe free newsletter.

1st call

My line was very noisy. Called 100 and opened a file. The next day, we received a call from TM technician asking if the line was clear (without visiting my house). Yes, it was clear at that moment. Few hours later, the line noise is back. Streamyx was also down. Called 100 again.

2nd call

The TM technician came in the morning and I hadn’t woke up (typical liewcf’s blogger life style). My brother told me that the technician told him that the phone line was soaking in the water (?!?!). He had clear the water and the line was ok. Good job, fixed in 5 minutes! (although the solution was abnormal)

Again, the broadband connection up for a few hours and down again… Testing our patience huh?

3rd call (finally)

I made the 3rd call in the night. The receptionist wanted me to confirm whether that the problem was about “noisy phone line” or “streamyx”. I said, “both”. You see, you get a noisy phone line thus you get bad broadband connection. I wasn’t sure about the answer he wanted. He seemed more impatient than I was. After holding the phone for a while, he told me that technician would come to check again.

The next day (today), two TM technicians came in the afternoon. I guess he was already fed up with us. This time, they did a detail checking. One climbed up to roof, one climbed up to the phone tower. One made 2 test calls to ensure “crystal clear” phone voice quality. Then, they left without saying “bye”. They just “vrooommm…” and gone. I was stunned.

Anyway, my line became normal after that. Phew~ now I can surf online and don’t need to worry about disconnection.

My two cents

Although the TM service is fast (they came at the next day) but the same problem happens every one or two months. Can’t it be fixed permanently?  “Disconnection” should not a problem that broadband users should worry about!

Do I have other choice? No, there is no other broadband provider in my area. No 3G too. I have no choice but use Streamyx for my Internet connection. Everytime streamyx is down, I hope to move to Singapore to enjoy their cheap and fast 10Mbps broadband connection…

Following my friends twitter(@liewcf), I discovered that, recently, Malaysians are faced with increasing Streamyx problems. Are you one of them? Please share you bad/good experience.

Streamyx Down and Fixed, again is an article from: LiewCF Tech Blog. For more updates, please follow @liewcf on Twitter, join Facebook page and subscribe free newsletter.

While TMNet announced the Streamyx Combo package, Celcom (TMNet’s sister company) also launched the “Home, Hop & Away” plan, which combines Celcom 3G and Streamyx broadband services. With the broadband plan, you can enjoy high speed Internet connectivity at home and when you travel.

What is “Home, Hop & Away” package?

“Home, Hop & Away” package is a combination of Streamyx 1.0Mbps (free ADSL modem) + Celcom Broadband Basic (up to 384kbps). Current promotion price is RM108 per month, which RM48 cheaper than subscribing the 2 services separately.

Package sign up can be done at any Celcom branch or TMPoint in Malaysia. The package is open for existing Streamyx/Celcom subscribers too.

Notes about “Home, Hop & Away” broadband package

• The minimum subscription period for the package is 18 months. During the minimum subscription period, you are not allowed to terminate or change the package to other Streamyx or Celcom broadband packages.
• If you are to terminate the Home, Hop & Away subscription before 18 months, you would need to pay RM350 of penalty charge.
• The SIM card provided is dedicated to Internet services only, no voice or SMS services.
• Fair Usage Policy at 5GB per month for Celcom Broadband. If you exceed the 5GB allocation, Celcom reserves the right to lower down your bandwidth speed.
• 3G SIM card modem is NOT included. It costs few hundreds bucks for one.

My two cents

Whenever my Streamyx is down (just happened again few days ago!), I would wish to have wireless broadband connection. The “Home, Hop & Away” package seems attractive to me.

However, at second thought, 3G broadband is less useful for me because I seldom travel around. Plus, the 18 months minimum subscription period and RM380 penalty charge really scared me off.

Any Celcom broadband users there? Please share your experiences.

Celcom Home, Hop and Away Broadband Plan is an article from: LiewCF Tech Blog. For more updates, please follow @liewcf on Twitter, join Facebook page and subscribe free newsletter.

This is a guest post by Calvyn from iCalvyn.com. Calvyn is an IT Engineer from Penang. He blogs about Life working experience as a Tech freak.

Currently I am using Maxis 3G broadband basic package (download 384kbps), every month RM68. As you can see, I have written a lot of lousy services I encountered before in my blog. I always look for alternative Internet Service Provider.

Why I did not use Streamyx previously?

Long time ago, my parent has changed the rental fixed line to home prepaid fixed line to cut off the monthly rental fees of RM26. With home prepaid fixed line, simply top up RM50 which may valid for 3 month, and extended 3 month with no outgoing call, calling rate will be slightly higher then normal rental fix line, just like our prepaid mobile phone.

I checked with Kedai Telekom, Streamyx for home prepaid fixed line need to pay additional RM10 per month. Meaning, if a Streamyx Basic Package was RM77 + RM10 = RM87. After the calculation, including prepaid top up, seems like not worth the money. Kedai Telekom does not allow me to switch back to rental fixed line. That is the reason I did not use Streamyx previously.

Streamyx Combo

Recently, Streamyx have one promotion called Streamyx Combo. With the package, I can enjoy a cheaper rate compare to my current Maxis boardband service. The basic package is RM60 (download 384kbps) which comes with a free fixed line (no rental fees) and ADSL modem.

If you are currently using any Streamyx package, you may also change your package to this Streamyx Combo package to save a few bucks.

Example: Your current package is “Streamyx 512kbps” RM77 + RM26 fixed line rental = RM103. Streamyx Combo 2 with the same speed is only RM90, you saved RM13.

What’s the catch?

I have checked with the customer service and found that for current Streamyx subscriber to switch to the Streamyx Combo promotion, an activation fee of RM75 is required (TM is blood sucker…). This is the hidden fee which did not mentioned in the FAQ section. Anyway, you will still save up some money for a long term.

Besides, the so-called Free ADSL modem is actually “rental”. Once you have terminated the Streamyx Combo package, the modem needs to be returned to TMNET. Unlike the old normal RM77 Streamyx package, the modem is belong to you after a minimum subscription period.

For more information, you may visit Streamyx.com for further detail, package and promotion.

TMNet Streamyx Combo is an article from: LiewCF Tech Blog. For more updates, please follow @liewcf on Twitter, join Facebook page and subscribe free newsletter.

Due to the spamming activities by a small group of users, many anti-spam organizations have blacklisted a large number of IP addresses from TM’s network.

As a result, many TMNet users unable to send emails from their private mail server to companies who might using the database from the anti-spam organizations.

Effective 3rd December 2007, TM will block SMTP traffic or Port 25 for all out going emails from dynamic IP addresses. Only outbound SMTP traffic from smtp.streamyx.com and smtp.tm.net.my will be allowed.

For TMNet users who have their own email server, they will not be able to send emails from now on. To solve the problem, TM is providing an open relay server for these users who use dynamic IP addresses: smtp-proxy.tm.net.my

To setup the open relay server, you can refer to the email client guide or mail server guide.

My two cents

With the SMTP or Port 25 blocking, we are no longer to setup own email server to send emails via direct connection. Though, the changes does not affect most users but, for advance users, now we have one less usefulness of fast Internet connection.

I used to send out emails to my mailing list using direct connection for faster mail delivery, now I can’t do it anymore…

Update: Many local web hosting providers have updated their mail server (e.g. mail.domain.com) port from 25 to port 26. While hosting server using static IP address is not affected, but their hosting clients using Port 25 to connect to their hosting mail server to send emails.

Therefore, hosting clients are advised to change port number to 26 to skip the Port 25 blocking. The hosting mail server with static IP address is not affected and still use Port 25 to send out users’ emails.

email, smtp, spam

TMNet: No Private SMTP Server. Port 25 Blocked. is an article from: LiewCF Tech Blog. For more updates, please follow @liewcf on Twitter, join Facebook page and subscribe free newsletter.

In the previous update, I told you that the contractor replaced the phone line from phone post to my house. I was wrong. They only replaced the connector at the phone post. The line was still acceptable before I went to KL but it had become terrible this week, even with the new Linksys WAG200G router modem.

My elder brother made another report in Wednesday morning. Surprisingly, the contractor came in the afternoon of the day! This time, they re-wired the whole phone line from phone post goes straight to my phone socket. No internal wiring.

Image: phone line straight from phone post

The wire used is covered by black plastic, which is higher quality (tolerates thunder strikes) than the normal phone wire, according to the technician.

The following is the setup of my phone line:

Image: phone line setup

The black phone wire goes into my phone socket straight from the phone post. Then, a splitter + microfilter splits the line into two, one for phone; one for DSL. The other phone socket box is my another phone line used by FAX machine.

The technician tested the line quality with a electrical device. The old wire able to support up to 1800Kpbs. The new black wire can goes up to 2600Kbps. That’s a big improvement!

Here is the screenshot of my DSL connection status from the newly bought Linksys router with modem:

The downstream rate is 1536Kbps. Not bad for 1Mbps package, huh?

Although the line can support up to 2+Mbps speed, but I DO NOT get the speed. My Streamyx package is 1Mbps, my line is capped on that speed. Anyway, it means I can upgrade to 2Mbps package in the future AND get the connection speed.

According to the technicians, a few of new living area nearby my area are able to get at least 8M! If I want to upgrade to 4M package, I would need to move!

The cost of rewiring: RM40 (~USD12). Satisfaction of a customer: priceless.

My two cents

Although the problem was not solved in one shot, I must still praise the prompt actions of the technicians. They came to service my phone line in 24hour after report made. The technician was friendly and helpful, patiently explained the problems.

However, as the TMNet outsource its technical services, you might get different services than the others in the same town.

My friend who is living in the same town (Kluang) as mine has similar connection problem but had bad experience. He made a report (call & email) but the technician did not turn up even after 4 days.

Hopefully TM will do QA on their contractors for more standard and quality services.

broadband, streamyx, telekom, tmnet

Update 2: TMNet Streamyx ADSL Modem Light is Blinking Frequently (Solved) is an article from: LiewCF Tech Blog. For more updates, please follow @liewcf on Twitter, join Facebook page and subscribe free newsletter.