Malware injection attack is spreading like wildfire these days, and countless websites have been affected. The attack is done via a compromised FTP, and many believe that the virus can actually “sniff out” FTP passwords and send it back to the hacker. The hacker then uses your FTP password to access your website and add malicious iframe coding to infect other visitors who browse your website.

Malware injection warning sign by Google Chrome

Most web browsers will put up a notice when they’ve detected malware in your website. This prevents other people from unknowingly downloading the malware. If you’d like to check if your website has been infected, use the Website Security Check from Unmask Parasites.

Security report from Unmask Parasites (beta)

You might also like to take the following preventive measures to protect your website from malware:

1. Upgrade your Adobe Reader to the latest version
2. Install anti-virus software like Malwarebytes and Comodo
3. Use SFTP instead of FTP
4. Remove all malicious coding from your website
5. Upgrade to latest WordPress if you have a self-hosted Blog
6. Change your FTP password

For further reading, check out Hidden iframe injection attacks

Retaining customers is one of our core businesses when it comes to email, web and domain name management services.

Tug of war, who wins?

The following are the sort of challenges we regularly face:

1) Once customers have signed up for our services, we keep them up to date on not just the server status, but also with tips, e-books and information that are useful to them. Sometimes, however, the service updates may not go to the right person – the decision maker, so we need to constantly improve our system records and track the most relevant contacts to ensure that our updates are delivered to the right people.

2) We wish there was a better way to say this, but we are expensive. Our web hosting and domain name services are among the priciest in town, but that is only if mailbox storage is your only concern when choosing an email service provider.

Recently, one of our customers had decided to opt out of our hosting services. Unfortunately, they found that the entire process was not being properly planned by the new service provider. The customer was left clueless and their website became inaccessible. No one informed them of the plan or who would be taking care of the domain name.

At the end of it all, the customer chose to stay with us, and we are ready to keep them happy in the long run! That’s why in all circumstances, we’re proud to say that our mission is clear, and we intend to provide the best for our customers, even when they’ve decided to leave us.

Jamie’s approach to web design is definitely off of the beaten path. Not only does she use her own name as her website address (jamiesoon.com), but she always replies to your emails in a short but sweet fashion that makes you feel like you’re working with a friend, rather than a company. She’s definitely someone you can trust, and gives you peace of mind.

Jamie has been designing websites since 2001

On her website, you’ll find her impressive portfolio and also interesting travel photos of the places she has explored. You can tell by looking at these that she’s a very passionate person and it definitely makes you feel like you want to work with her. She has also posted some interesting articles such as: ‘Getting the right colours for your design‘, ‘Why making changes is a good thing‘, and ‘Getting a website without spending money‘ – I think people may not understand the joke.

Camping in Gunung Nuang

We’re proud to say that she’s now one of our hosting referrals. We’ve worked with her on many successful migrations, transferring her customers to our new hosting servers. Here’s what she has to say about our services:

“I am glad that I finally found an affordable hosting plan at 1.com.my. The hosting package is perfect for installing a blog and the price makes it more affordable for my clients who are starting small businesses or want to start a personal or non-profit site. It’s cheaper than other hosting plans because the email hosting is a separate package, but it’s no problem because my clients can use their Yahoo or Gmail email accounts. Not only is the price great, I’m impressed with the friendly service, fast response to my enquiries and the effort put in to get the new hosting is up as fast as possible. I highly recommend Pin and his team at 1.com.my!”

Thanks Jamie! It’s been a pleasure working with you too! So, if you’re on the lookout for a web designer/developer, do check out jamiesoon.com.

Having good response time isn’t good enough for us, in fact, our team enjoys getting creative and “cracking their heads open” to find solutions that can rid our customers’ of their problems – even if it’s not really part of our job scope.

Why do we bother? Well, don’t you just hate it when someone tells you, “Oh, it is not part of our support system, please call xxx-xxxxxx.” See, we’re not like that.

Once, TM’s Streamyx was down, and our support team became an impromptu “TM support team,” providing a bunch of solutions that helped our customers solve their broadband issues, and ensured that they could continue using our email system.

In another instance, one of our customers complained that they have been experiencing problems with their email, in that sent emails were not being received by the recipient. Not a good thing! Once we confirmed that nothing had gone wrong on our end, we continued the investigation into the recipient’s mail server. To do this, we requested a demo account from the recipient’s mail server provider. Why did we do this? Simply because we believe that we can provide the best customer support by solving the problem, not by pointing fingers.

Support level comparision

Recently, we heard from Frederick of Maycare, a company that sells medical equipment and machines to hospitals, and runs a retailing business selling medical products and equipments to consumers.

Frederick @ work

Frederick’s job is to provide front-end support to the ERP system, and also the POS System on the retail side. Besides that, he is in charge of the IT dept, which manages the servers, computers and all the IT hardware in the company. He is also involved in maintaining the company’s website and design work for the company’s corporate identity.

When asked what he thought of our services, he said, “I like the way 1.com.my provides these kinds of services and facilities to the customer, because it is really a very effective and faster way to renew our domain online because everything is just a click away.”

He also said he did not encounter any problems with our “Payment Acknowledgment page“, as the instructions were clear and he found the system user-friendly. Frederick also offered us a idea on how to improve our services. He suggested, “Perhaps, what you all can do is provide a SMS reminder service to the customer when it is about due, sometimes the client may miss the email if they are too busy.”

Thanks for your feedback Frederick! We’ll look into that suggestion of yours :)

To be frank, we’re never happy with our response time. We have recorded an average of 1-hour response time over the past three months- long enough for a coffee to turn cold. It is not too good afterall!

Last week, an integration of WAP and Text Messages into our backend support system had been successfully implemented. Hopefully, we are able to shorter our response time!

The next most important wishlist, is to measure the quality of our response, to know how good is our reply to solve your problem.

Any ideas?

According to a statement officially released by Telekom Malaysia Berhad (TM), Streamyx broadband services was affected since February 18 due to circuit faults on the Asia Pacific Cable Network 2 (APCN2) between Malaysia and the United States. The fix is estimated to be completed by March 5.

Users of TM Internet services will experience sluggish surfing speeds. Read full news from The Star: Circuit faults slow down Internet

Tracert report showing APNIC taking unusual long response time

We are doing a tracert test from Malaysia to our email server in US. The two IP address (219.93.216.193 & 219.93.218.176) of APNIC hops was congested, shown in the long response time marked.

We have received numerous complaints from our customers who trying to access their email hosted with us. Until this moment, some links have been rerouted according to TM. Our support team is ready to help. Write to us!

We send email reminder to all subscribers of our email hosting, web hosting, domain name and other services before the expiry date.

Renewal notification, do not ignore.

Follow the link in the email, you will be redirected to a page where you can select what services to be renewed. Thus, allows you to pay all in once, if you have subscribed to more than one service.

Choose the services you wish to renew and generate invoice

Payment can be made through credit card, check & cash deposit. You will be prompted to download the invoice. A detailed payment instruction and how you can notify us when payment done, are included in the invoice.

Next: How to Make Payment Guide

Satisfied customers are everything to us, our core business. See, we don’t believe in putting 2-person on shift, answering the so-called 24×7 support line can solve your problem, if it’s not by heart.

1. Rule number one, updated customer information. The registered contact information serves as a form of verification, receiving updates and point-of-contact when things go wrong.

Updated customer information

2. Recurring services is a cycle of billing & renewing, which should not go wrong! The result, some customers stay with us since day one :)

Renewal records

3. Customer choose what to renew and make payment in once. This is particularly helpful if you have more than one service with different expiry date.

Next year renewal

4. Anything can go wrong when the ownership of your domain name are not properly managed. Check this out Retrieving A Hijacked Domain Name

Updated WHOIS information

5. All our email servers are monitored every 15 minutes. Compare uptime.

Email server uptime monitoring

6. Our geographically-dispersed DNS servers used for all our email hosting customers.

Monitoring DNS servers' uptime

7. Updates sent to all customers by email.

Email notification and sharing of email related tips

8. Press release on our corporate website.

Official press release

9. Email hosting blog that talk about email tips and tricks!

Email Hosting Blog

10. Solving your problem in shortest possible time, this is our core business always! Our customer uses our Contact us form that runs 24×7, including holidays and weekends.

Solving your problem in shortest time

Most of Internet users are unable to access their website yesterday evening. The incident affects most of our web hosting customers as well, particularly for users subscribing to TM’s Streamyx broadband services.

Most of US-hosted websites can not load completely

Our uptime reports tell us that both the web servers and data centre was up and running. This is funny part, customers are not able to browse their website but almosts all the hosting companies are telling their customers that the website is working.

Yes, it’s TM’s problem, but what is the solution?

You need to add a more reliable and faster DNS to your Router or Computers. Use OpenDNS (208.67.222.222 & 208.67.220.220). You can ask the company who setup your network for help.

Add OpenDNS's DNS to your router

Other TM Related Posts
- ADSL Modem Setup for Streamyx with Fixed IP
- Stop Using TM’s DNS Servers
- The Unofficial Streamyx FAQ
- Problem sending out email on using Streamyx Broadband
- TM’s SMTP Nightmare!

This guide includes step by step information to make your payment for our invoices. You can pay multiple invoices in one single payment too.

1. Print out the invoice

2. Follow the payment instruction on the invoice to make payment

3. Check deposit / Cash deposit / Online banking

4. Write down the transaction detail and reference number

5. Go to http://www.1.com.my/payment to acknowledge us

If you are interested to make the payment via credit card with your existing invoice, please inform us by filling up our Contact us form. We will send you the payment link via email.

“It is the second time this year that trans-Mediterranean cables to Europe have been cut, knocking out Web and telephone access for many in the Middle East. The earlier cut, in late January, was apparently caused by a ship’s anchor. The cause of the cuts wasn’t yet known. A French repair crew began fixing damaged undersea lines.” WSJ.com

The Internet's Undersea World

For our email and web hosting customers, you might not notice obvious impact. You are connecting to our servers in US using the Japan-US route which is not affected in this case. If, for any reason you have encountered connection problem, please inform us through our Contact us form.

This is a system updates notice for all existing customers:

If you are faxing your bank-in slip to us in the past, you can skip this now by filling out the payment acknowledgment form in our website. You can find the link from your invoice.

Payment acknowledgment online

You will be informed by email to view the list of to-be-expired services in the coming 5 months and decide which item to be renewed with option to combine all invoices in one.

Choose item to renew

There are reasons why we wish our customers to use the Contact us form instead of calling or email us directly. With less channels to take care of now, we buy ourselves extra time to serve you better. In a more measurable way, to attend to you faster!

Behind the scene, we turn everyone in the company into gatekeeper. We believe that the first gatekeeper who receive your message should always be the best person to answer you. By doing this, we can greatly reduce your time waiting.

To help youself even quicker, check out the FAQ before filling up the Contact us form. You might find answers to your problem and solve it on the spot.

We’re customer too. We hate late reply when filling up any contact us form. Check out our average response time!

Note: Response time refers to the time taken for someone to hear from us after submitting their request using the Contact us form, including weekends, holidays and after office hour.