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Break Streamyx grip to get real broadband
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Tuesday, 02 March 2010 12:52
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THE time has come for Malaysia to open up its fixed-line telecommunications market.
The current government policy of favouring TM in providing its fixed-line Streamyx broadband services is not working.
What TM can do well is market its fixed line broadband monopoly via snazzy marketing campaigns to consumers without offering subscribers the requisite service levels that it promises.
TM takes our Streamyx subscription upfront and dutifully bills us every month but does not seem to bother whether we, the subscribers, get the quality service we are promised.
Ever since I became a TM Streamyx customer over a year ago, I have experienced much grief. I had trouble logging onto the Internet shortly after my Streamyx connection was installed.
I took the RM90/month service package that was supposed to offer me a speed of 512 kbps (download speed) and 256kbps (upload). The actual speed was just laughable, with the last check on Feb 27 showing I was getting a download speed of 200kbps.
The TM helpline was not of much help despite numerous calls. Frustrated at TM’s inability to solve my problem, I had posted complaint letters to various consumer associations and consumer complaints bureaus in the country.
The complaints seemed to have spurred TM to action. It despatched three (yes, three!) technicians to fix my connecton, which turned out to be a damaged modem and a problematic line connection. The fix only lasted a few months.
In mid-February, my Streamyx connection started acting up again after a major electrical storm.
When I called TM, its helpline computer informed me that Streamyx services throughout Sarawak were experiencing "service disruption problems’’.
I figured TM would have everything back to normal soon enough, so I waited.
To cut a long story short, TM couldn’t solve my narrowband woes till today.
Why do I get the impression that TM does not seem committed about solving the connectivity problems of its Streamyx subscribers? Are TM technicians incapable of doing so? Or is it a case of my being located in faraway Sarawak where el-cheapo RM90 subscribers are unimportant to TM’s bottom line?
I am now back at square one; the same place I was over a week ago. I am frustrated since my Internet is technically castrated. And my work productivity has taken a hit, too.
While all the pent-up anger is building up in me, TM continues to bill me RM90 every month for poor service.
A principled Internet service provider would waive billing on a pro-rata basis during periods of disrupted service. It would also strive to fix the technical connectivity problems quickly.
But I forget, this is Malaysia.
Despite all the monopolistic opportunities accorded to TM Streamyx by the government, the company just keeps delivering mediocrity instead of living up to public expectations
It is a lumbering monopoly that is incapable of competing and too big to concern itself with small subscribers like me.
Whither then our government’s commitment to "1Malaysia: People First, Performance Now"? Are we serious about it?
If we are, I suggest the government strips underperforming GLCs like TM of its fixed-line broadband monopoly and liberalise the market. That way, other more competitive Internet service providers can provide us fixed-line services that deliver genuine broadband speeds.
Meantime, the government should heavily fine TM for failing to deliver what the customers want.
Dr Andrew Aeria
Kuching
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Last Updated on Thursday, 11 March 2010 16:40 |
