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MAKLUM BALAS KEPADA KENYATAAN MEDIA MCMC / RESPONSE TO MCMC'S MEDIA STATEMENT

Gobind Singh Deo; MCMC

19/11/2018

Telekom Malaysia Berhad (TM) berterima kasih atas perkara-perkara yang diutarakan oleh Suruhanjaya Komunikasi dan Multimedia Malaysia (MCMC) dalam kenyataan akhbar yang mereka keluarkan hari ini.

Kami ingin menjelaskan perkara-perkara yang dinyatakan oleh MCMC, seperti berikut:

1.   Aduan berkenaan produk dan perkhidmatan TM

Kami ingin menyatakan bahawa TM komited untuk meningkatkan pengalaman pelanggan kami. Kami mempunyai proses di mana kami sentiasa berinteraksi dengan MCMC untuk kami kongsikan inisiatif-inisiatif pengalaman pelanggan.

Kami juga ingin mengucapkan terima kasih kepada YB Gobind Singh Deo, Menteri Komunikasi dan Multimedia serta MCMC kerana mengetengahkan isu yang dihadapi oleh para pelanggan kami. Kami di TM sentiasa prihatin dalam mendengar maklum balas daripada para pelanggan kami, serta pihak-pihak berkepentingan dan kami telahpun memberikan kenyataan sama ada secara individu di media sosial serta menerusi beberapa kenyataan media; yang terkini pada 16 Oktober (http://bit.ly/TMStatement16Oct) di mana kami telah menyatakan butiran perancangan kami dan perkembangannya.

Kami juga sentiasa berhubung dengan para pelanggan Streamyx kami melalui e-mel, panggilan dan SMS untuk memaklumkan mengenai naik taraf percuma terutamanya para pelanggan Streamyx di kawasan unifi, dan bagi yang berada di luar kawasan liputan unifi, naik taraf sehingga 8Mpbs atau penyelesaian jalur lebar tanpa wayar 4G LTE.

Sebelum ini, kami telah berkongsi perkembangan berkenaan aktiviti naik taraf pelanggan Streamyx yang sedang berjalan. Setakat ini, TM telah selesai menaik taraf lebih 50% daripada lebih 340,000 pelanggan Streamyx yang tinggal di kawasan liputan unifi kepada perkhidmatan unifi; pada harga yang sama dengan pelan langganan sedia ada mereka. Baki 170,000 pelanggan Streamyx yang masih belum menyertai komuniti unifi digalakkan agar mengambil peluang ini untuk mendapatkan naik taraf percuma. Kami menyasarkan untuk melengkapkan aktiviti naik taraf unifi ini menjelang Mac 2019.

Sementara itu, buat para pelanggan Streamyx yang tinggal di kawasan tanpa liputan unifi, kami komited untuk terus melabur dalam teknologi yang bersesuaian bagi membawakan sambungan jalur lebar berkelajuan tinggi kepada mereka. Sementara itu, di kawasan yang tiada halangan teknologi, kami akan menggandakan kelajuan Streamyx pada harga yang sama dengan pelan jalur lebar sedia ada mereka, naik taraf sehingga 8Mbps atau menawarkan kepada mereka rumusan jalur lebar wayarles 4G LTE. Hampir 180,000 pelanggan Streamyx yang tinggal di kawasan-kawasan bukan unifi boleh menantikan naik taraf secara percuma ini. Kami menyasarkan untuk melengkapkan aktiviti naik taraf ini menjelang Disember 2018. Namun, untuk menaik taraf baki 500,000 pelanggan Streamyx, TM mempelawa pihak Kerajaan untuk berbincang bagi segera mencapai keputusan yang memberi manfaat bersama buat golongan pelanggan ini.

Para pelanggan Streamyx yang layak menerima naik taraf kepantasan akan terus dihubungi menerusi emel dan panggilan telefon. Kami menyeru para pelanggan agar mengemaskini butiran perhubungan mereka, iaitu nombor telefon dan alamat e-mel untuk memudahkan proses ini. Pengemaskinian itu boleh dilakukan menerusi laman web unifi atau aplikasi unifi care.

2.  Isu teknologi / harga

Kami ingin menyatakan bahawa TM telahpun membuat pelaburan secara berterusan untuk mempertingkatkan kedua-dua rangkaian fiber dan rangkaian. tembaga (copper network) dari masa ke semasa, bagi menyediakan sambungan serta meningkatkan pengalaman pelanggan unifi dan juga Streamyx. Fokus utama adalah untuk memperluaskan liputan jalur lebar berkelajuan tinggi di Malaysia.

Selain itu, TM terus melabur dalam pelaksanaan rangkaian 4G LTE dan WiFi hotspot bagi melengkapi rangkaian talian tetapnya untuk penyediaan perkhidmatan jalur lebar di mana-mana sahaja, pada setiap masa menerusi home@unifi, mobile@unifi dan wifi@unifi. Liputan perkhidmatan 4G LTE TM pada masa ini telah melebihi 77% populasi isi rumah di kawasan bandar dan luar bandar; malah bersama-sama rakan kongsi kami, liputan tersebut menjadi lebih luas dengan 90% liputan perkhidmatan 3G. Bagi memberikan lebih kemudahan mobiliti, Syarikat turut mempertingkatkan liputan dan kualiti perkhidmatan WiFi dengan lebih 12,000 hotspot di seluruh negara setakat ini.

Kami juga telah menjelaskan berkenaan keterbatasan rangkaian tembaga (copper network) pada masa ini dan berikutan itu, kami sentiasa berbincang dengan pihak kerajaan, kementerian, pengawal selia dan pihak berkepentingan lain bagi menyelesaikan isu-isu legasi rangkaian tembaga yang dihadapi oleh para pelanggan Streamyx. Kami ingin menyatakan bahawa rangkaian tembaga merupakan rangkaian legasi dan sentiasa mengalami pelbagai cabaran, terutamanya keterbatasan dari segi teknologi. Keterbatasan ini lebih ketara untuk pelanggan Streamyx, di mana rangkaian tembaga hanya mampu memberikan kelajuan sehingga 8Mbps. Ia memerlukan penyelesaian yang lebih berbentuk jangka panjang dan lebih kekal, yang pastinya akan mengambil masa untuk dilaksanakan serta mempunyai implikasi kewangan yang ketara.

Kami mengharapkan pendekatan menang-menang secara kolaboratif dengan pihak Kerajaan dalam menangani cabaran-cabaran yang dihadapi oleh pelanggan Streamyx kami secara efektif, sehingga selesai. Bagi melaksanakannya, TM ingin mempercepatkan perbincangan dengan pihak MCMC bagi mencari pilihan kolaboratif berpotensi, pelbagai teknologi yang bersesuaian dengan tujuan ini serta mengoptimumkan mekanisme sedia ada dalam industri untuk membawakan pengalaman jalur lebar lebih baik ke seluruh negara.

3.  Gangguan perkhidmatan pada 18 November 2018

Kami telah mengeluarkan kenyataan kedua berkenaan gangguan perkhidmatan tersebut pada awal pagi ini; selepas makluman pertama dikeluarkan pada malam tadi. Kami ingin menjelaskan bahawa gangguan tersebut berlaku akibat beberapa insiden terputusnya kabel fiber berikutan kerja-kerja pembinaan oleh kontraktor pihak ketiga MRT di Sentul serta para kontraktor Sabak Bernam West Coast Expressway (WSE) di Sabak Bernam.

Pasukan teknikal kami telah memulakan kerja-kerja baik pulih sebaik sahaja menerima laporan kerosakan. Kami ingin memaklumkan bahawa biarpun kerja-kerja membaiki dan menggantikan kabel fiber yang putus masih berjalan, kami telah mengoptimumkan rangkaian dengan mengalihkan trafik dan perkhidmatan yang terjejas telah pulih sepenuhnya pada jam 10.00 pagi hari ini agar pengalaman internet kembali seperti biasa.

Sementara itu, kami telah membawa perkara ini kepada majlis perbandaran tempatan bagi mengelakkan perkara yang sama berulang dan kami sedang mengambil tindakan sewajarnya terhadap kontraktor-kontraktor tersebut.

TM menghargai kesabaran semua pelanggan kami berkenaan isu ini memandangkan perkara ini memerlukan penyelesaian jangka panjang dan mempunyai implikasi yang perlu diselesaikan di peringkat industri dan nasional.

Akhir sekali, kami akan terus memastikan bahawa pelanggan dan pihak-pihak berkepentingan sentiasa dimaklumkan dari masa ke semasa tentang perkembangan usaha-usaha kami sama ada menerusi media sosial, media dan interaksi secara peribadi.

Untuk sebarang pertanyaan berkenaan produk dan perkhidmatan kami, pelanggan boleh menghubungi kami menerusi Live Chat di aplikasi care@unifi atau unifi.com.my/chat, tweet kami di @helpmeunifi atau tinggalkan pesanan di facebook.com/weareunifi.


RESPONSE TO MCMC'S MEDIA STATEMENT

Telekom Malaysia Berhad (TM) appreciates the concerns highlighted by the Malaysian Communications and Multimedia Commission (MCMC) in their media statement today.

We would like to clarify on the issues highlighted by MCMC as follows:

1.  Complaints on TM products and services

Rest assured that TM is committed towards enhancing our customer experience. We have a process in place in which we regularly engage with MCMC to update on our customer experience initiatives.

We would also like to thank YB Gobind Singh Deo, the Minister of Communications and Multimedia and MCMC for always bringing the issues faced by our valued customers to our attention. Rest assured TM is always listening to our customers and to our stakeholders and have been responding both individually on social media as well as via several media statements, the latest being 16th Oct (http://bit.ly/TMStatement16Oct) where details of our plans and progress were provided.

We have continuously been in touch with our Streamyx customers also via EDMs, calls and SMS messages to inform them of the free upgrades especially of Streamyx customers in unifi areas and for those not in unifi areas, upgrades up to 8Mpbs or wireless broadband LTE 4G solutions.

We have earlier shared a further update on the progress made with respect to the ongoing upgrade exercise for our Streamyx customers. To date, we have successfully upgraded over 50% of more than 340,000 Streamyx customers residing in unifi coverage areas to unifi; at the same price of their current plan. The rest of the 170,000 Streamyx customers who have yet to grab this opportunity for the free upgrade are encouraged to do so. We aim to complete this upgrading exercise by March 2019.

Meanwhile, for Streamyx customers who are currently residing in non-unifi areas, we are committed to continuously invest in the best fit for purpose technologies to bring high speed broadband to them. Meanwhile, where technology permits, we are doubling the Streamyx speed at the same price of their current broadband plan, with upgrades up to 8Mpbs or offering them wireless broadband LTE 4G solutions. Close to 180,000 of those in non-unifi areas can look forward to receiving this free speed upgrade. We aim to complete this speed upgrading exercise by December 2018. However, in order to address the remaining 500,000 Streamyx customers, TM is calling for the discussions with the Government to quickly reach a mutually beneficial outcome for these customers.

Streamyx customers who are eligible for the speed upgrade will continue to be contacted via email and phone. We urge customers to update their latest contact details i.e., telephone number and email address to facilitate this process. This can be done both via the unifi portal and unifi care app.

2.  Technology / pricing issues

We wish to highlight that TM has been continuously investing in its infrastructure - both fibre and copper network - over the years, to provide connectivity and also in order to elevate the experience of both its unifi and Streamyx customers, concurrently. The primary focus is in expanding Malaysia's high speed broadband coverage.

Additionally, TM has continuously invested in the rollout of LTE 4G network and WiFi hotspots to complement its fixed network to provision broadband services anywhere, anytime via home@unifi, mobile@unifi and wifi@unifi. TM's LTE 4G services coverage currently exceeds 77% of the household population in urban and rural areas and together with our partner, complementing it with 90% 3G services coverage. To enable the convenience of mobility, the Company also enhanced its WiFi coverage and service quality with more than 12,000 hotspots nationwide to date.

We have also explained on the limitations of the current copper network and in this respect have been in ongoing engagement with government, ministry, regulator and other stakeholders on how to solve the legacy copper issues affecting Streamyx customers together. We would like to emphasise that the copper network which is a legacy network, faces many challenges, mainly technological limitations. This is more pronounced for Streamyx customers, whereby the copper network is only able to deliver speeds up to 8Mbps.This requires a longer term and more permanent solution, which will take time to implement and has heavy financial implications.

We look forward to a collaborative win-win approach with the Government to effectively address the challenges faced by Streamyx customers, once and for all. In order to do this, TM looks to accelerate discussions with the Ministry and the Malaysian Communications and Multimedia Commission (MCMC) to explore potential collaborative options, various fit-for-purpose technologies as well as optimising existing industry mechanisms in order to deliver a better broadband experience nationwide. 

3.  Services disruption on 18 November 2018

We have issued our second update statement on the services disruption earlier this morning; following our first alert issued last night. We would like to clarify that the disruption was attributed to multiple fibre cable cut incidents due to the ongoing road works by MRT 3rd party contractors in Sentul and Sabak Bernam West Coast Expressway (WSE) contractors in Sabak Bernam.

Our technical team started work on the affected cables as soon as the fault report was lodged. We would like to update that while the fibre cable cuts repair and replacement works are still underway, we have optimised the network by rerouting traffic and fully restored the services affected at 10:00 a.m. today so that the internet experience is back to normal.

Meanwhile, we have highlighted this issue to the local authority council to prevent this from recurring and we are taking necessary actions against the contractors.

TM appreciates the patience and understanding of all our customers as some of these issues need a longer-term solution and have implications that need to be solved at an industry and national level.

Lastly, we will continue to ensure that customers and stakeholders are informed of the progress being made on a regular basis whether on social media, media and via direct engagements.

For any enquiries on our products and services, customers can reach out to us via Live Chat at care@unifi app or unifi.com.my/chat, tweet us @helpmeunifi or message us at facebook.com/weareunifi .

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