MIA & Streamyx Report No. 4263486

http://www.malaysiakini.com/frame/eNrLKCkpsNLXLy8v18tKTUvLz8/US87P1U8sSs7ILEst1jcyMDDVN7DUz81MjC8uKUpNzK2siC9K1SvIKAAAeWkVOw==


Monday, September 12, 2005

MIA & Streamyx Report No. 4263486
I went MIA (missing in action) the last two days.

Deja vu! My Streamyx at home went blinking, and finally dead, since 7.00pm
Friday evening. The service was only recovered around 2.30pm on Sunday. By
then, I have made other arrangements to fill up my weekend, as I can't
expect my family to endure my blogging from a Starbucks wifi spot.

I couldn't get through 1300-88-9515 on Friday as the queue was rather long.
However, I managed to get through the VADS-operated call centre at 8.00am
Saturday morning.

To NK (Streamyx Call Centre) who escalated my complaint (Report No.
4263486) to Rozian (Streamyx Cyberjaya) and Izan (Streamyx Brickfields) the
same day on Saturday, many thanks.

To Michael at Streamyx USJ, who called me Sunday noon to assure me the line
would recover by 3.00pm, many thanks. The line came back at 2.30pm.


Here's the chronology of events, and what I think should have been done
better:

7.00pm, Friday September 9: DSL connection went unstable, dropline every
few minutes
9.15pm, Friday September 9: DSL connection went dead.
9.20 - 9.35pm, Friday 9: Called 1300-88=9515. Couldn't get through the
queue.
8.01am, September 10: Izan at 1300-88-9515 picked up the call within three
rings. Went through the initial Q&A to trouble-shoot -- including ( 1 ) Do
you use splitter? No, I don't; ( 2 ) Do you use TM-supplied modem? No, I
don't. It's my own Aztech, 7-month-old; ( 3 ) Can you switch the modem off
and on again after 15 seconds? Yes, I've tried several times before this,
but I can try again... No, it won't work; ( 4 ) Can you hold while I check
if there's a service outage in USJ/Puchong exchange... No the service in
USJ is OK, let me escalete your complaint to my superior.
10.25am, Saturday September 10: Izan of TM Net Brickfield called to check
if my DSL has recovered as he could see on his side it was running OK.
Affirmative OK.
10.30am, Saturday September 10: Rozian of TM Net Customer Service SMS-ed to
check if her staff had contacted me. I said service had recovered.
10.36am, Saturday September 10: Called Izan to inform him the DSL
connection went dead again. Told him it's highly possible that there was a
fault at the USJ/Puchong exchange that connects me to Streamyx. He said
it's 50-50 chance that fault may lie at the exchange or my CPE (Customer
Premises Equipment).
11.05am, Saturday September 10: Izan called to inform me he may have to
despatch a technician to my house on Monday. I again asked him to check the
"pizzabox" near my neighbourhood or the DSLAM at USJ/Puchong exchange.
12.05pm, Saturday September 10: Informed Rozian that the DSL connection
went dead again. She replied she would get her staff to pursue the matter.
12.00 noon, Sunday September 11: Michael of TM Net/Streamyx USJ called to
assure that the DSL connection will be recovered by 3.00pm. The fault is
confirmed an interface card attached to the DSLAM that links to my account
has gone kaput.
2.25pm, Sunday September 11: Michael called to informed me that the DSL
connection has come back alive. Ask me to switch on my PC and modem to
confirm.
2.30pm, Sunday September 11: Called back Michael to confirm the DSL
connection was running fine.

Caveat: My Streamyx account carries my wife's name as username. I had
designed this so that the notoriety of Jeff Ooi as a username will not
induce neither favourable nor discriminating treatment by TM Net staff.

My only wish: The infrastructure audit at the exchange level should be
carried out at periodical interval and the status report must be linked as
live data to the network operations centre (NOC) and the customer service
monitoring panel.

That will save a lot of ding-dongs in trouble-shooting and service
recovery.
=====================================================
[pluto note: the above is a verbatim copy and paste message without any comment from me. If i have any comment, it is in square brackets thus [pn...]
[pluto note:
Reading without understanding is idiotic.
Understanding without cybernetic dialectics creates harmonious discords]


cheers
pluto
.