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