Phone line down, again
Posted in Tmnet | By AhTim @ September 15th, 2008
Life is so tough. After web hosting down for less than a week, my house phone line broken! So unfortunately, it happen on last Saturday night.
I came back home and my wife noticed our house phone line has been cutted. The phone line from wall to telephone pole (behind my house road side) has been cutted into 2. Phone line laid on the ground. It happened 3 years ago, and now happen again. Suspect broken by truck or tall lorry. 
Really can’t imagine. This is not normal streamyx down. It was physical phone line broken. Looks like “somebody” do not want us to online huh?
1st Call
At that night, I made my first phone call to TM at 100 using a fixed line. *sigh* Don’t know how to phone them using mobile phone. A guy pick up my call after 10 minutes put me in call waiting. As normal, I describe my phone line was broken and create a case for me. I asked whether any charges for repair? He said No. I purposely asked when can fix the problem? He said within 24 hours!! Wow. Surprise me, TM technician is working on Sunday? I confirm with him again, and he answered “Yes. We work on Sunday.” I thought TM has better service now. His answer change my view on TM. Somemore, it is Free.
2nd Call
On Sunday, I keep awake for any TM technician passing by. None come to my house except my uncle. 
I went out in the afternoon, still nobody come. I came back at night and saw the phone line still lying on the ground. I was wrong! TM never change to better service. They are still the same telekom, no matter what name they change to. As expected, I have to phone them again the next day.
I made 2nd call this morning. This time is a lady pick up my call. I gave her my report id, same with house phone number. I describe the same problem and she know I’ve reported the case on Saturday night. She asked “Is your internet line ok?“. Hey friend, this is a funny question huh? But she insist asked me twice. I asked her back, “Do you think without a telelphone line, I can connect to Internet?“. “This is a normal house phone line, not 3G broadband“,I said. She laugh on the phone shamelessly.
I clarify with her again the respond time. She said should be within 24 hours. Then why yesterday nobody come to fix? “We don’t work on Sunday”, she answered. Then why your colleague said technician is working on Sunday? She didn’t answer me. So, TM technician work on Sunday or not? She asked me to wait and call back TM if nobody come to repair.
Well, I rest on Sunday too. I didn’t blame them don’t work on Sunday. But, TM please train your people to give correct information to customer. This can avoid misunderstanding.
My two cents
According to my wife, TM technician came this morning after 10am. They replaced the phone line quite quickly. Once got dial tone, they have gone away without request to sign any job report. Fantastic like a dark knight. Gone without knowing who did what.
So fortunate, we don’t need to wait days to fix. In my opinion, TM can improve their service by provide job report so that customer know what they have done.
I think, I’m not the first experience this. Are you one of them? How fast TM technician respond to fix your problem? Please share with us your experience.
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Tags: phone line, phone line down, telekom, telephone pole, TM service
September 16th, 2008 at 12:37 am
TM Service will never improve, if phone line got problem like busy sound or cant dial or can receive phone, normally this take more than 3 day, but if like phone line down like ahtim situation or thunder coz the phone line fall, normally this problem will fix faster but depend it situation.
last year when they change whole telephone
line in my taman it take 2-3 week and cause me cannot online and thw WORST IS NEED TO PAY STREAMYX BILL
September 16th, 2008 at 11:24 am
其实TM服务“效率”众所周知，嘻嘻！
September 16th, 2008 at 7:05 pm
This is a normal case where staff in call center does not give correct information. It happen every company.
September 17th, 2008 at 10:23 am
is true that staff in call center does not give correct information and It happen every company. but almost all staff work at call center give incorrect information
September 17th, 2008 at 11:02 am
时常搞错的公司，就是没有系统…
September 17th, 2008 at 11:40 pm
@dev: That is really bad experience.
@fooi: And “provide correct information” is the basic service that need to emphasize.
@薰爸爸: They have a system, maybe don’t know how to utilize.
January 12th, 2009 at 7:14 pm
Currently I have frequent disconneciton problem and called them a week ago.I think they really did some work in the past days.Unfortunately,the service was never stable-went good and then bad and good again,now is bad.Just now,they phoned me that they will send a technician to my house tomorrow.
Well,I just hope he could make it right asap.I don’t want to wait for such a long time.
July 22nd, 2009 at 1:14 pm
it is a good topic and really truth.
September 8th, 2009 at 11:32 pm
my house streamyx down again last week.. of course, it was not the 1st time.. i’d experienced it many many times ady… but everytime waiting their technician to repair, really will PUKE BLOOD !!! zzz… takes around 2 weeks to repair… =.=