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Langkawi Nature Blogs
Internet in Langkawi
Mark: 27 Aug 2010
Some reflections about the massive problems with the cabled Internet access through the monopoly of TM NET - with 3 statistics at the end of the article
If you experience at the moment, that our reaction is sometimes a bit slow, it is not because we felt in the low season’s lazy island mood enhanced by the way of life during the Ramadan or because we got the flu like everybody else – it is because we have at the time some real problems with the TM provided (or better: not provided) INTERNET CONNECTION.
We had now problems with Internet Access for about 3 1/2 weeks. Within this time we had 7 times no access to the NET. 3 times the interruptions were longer than a day, 3 times about half a day and today, writing this, I don’t know yet how long it will last. It’s half a day already. The strange thing is, that it seems to be the exactly same problem – 6 times fixed and permanently reoccurring about 2 days later….
I finally reached a Supervisor of TM Net – and the answer I got was this: There is a faulty “Cabinet” somewhere in a station on Langkawi where we are connected to – and sometimes in September (might be in the beginning or at the end, they couldn’t tell me) they will replace this faulty “cabinet”. Until then I just have to phone to the local technician every time my NET is down – and he will fix it again.
What can one say? In my personal view the Service of TM Net is simply unacceptable.
If a ‘business’ like ours is done about 80% directly on the NET, this has a big negative impact on the productivity.
The department responsible for the communication infrastructure in Malaysia, should order that a report is made, looking into the real costs for this nation stemming from the fact, that Malaysia does not allow competition in re to cabled internet access. The result of this monopoly is poor speed and poor maintenance of the infrastructure with an incredible high downtime, costing probably millions of work hours nationwide and endangering the keeping up with the newest standards and speed of the more internet-developed nations.
Malaysia should wake up in this regard before it has missed out the train completely.
shows the following statistics (all from 2009):
Comments
Internet monopoly by Anton Azim on 30 Aug 2010, 9:59 am
Same issues with connection as mentioned in the article. One of the way is: 1) to restart the modem (off it for a couple of minutes, then back on); 2) restart modem and PC; That works most of the times (if you do that every hour or two, then it goes down again and you do it all over). Also it is possibly only one area in Kuah affected, one leading cable. But what ever it is, as far as i know, in many countries of the world, monopoly is illegal. It is not our country to judge it, but monopoly does kill healthy competition for quality and improvements.
Danke Helmut and thanks Anton. by Mark on 31 Aug 2010, 12:13 pm
Anton, what worked for you does not work for me. I have BILLION ADSL router from TM NET - and it might work all well in the evening and in the morning when I come, the PPP light (whatever that means) is out and I have no internet anymore. (I shut the computer down during the night). Something 'hangs up' in a station I am connected to. - At the moment the technician - who really is a nice helpful guy, but doesn't speak English - has the order to go every morning and reset my line, so that it hopefully will last through the day...
Helmut by Mark on 30 Aug 2010, 6:28 pm
160 KB ist ja nichts. Mein speed ist 1MB ps - und das ist auch so normalerweise. Ich beschwere mich nicht ueber den Speed - sondern ueber 'KEIN internet'. :-)
Internet problem by Sofian Zack on 01 Sep 2010, 1:24 am
At the moment there's a streamyx/TM rep from the mainland is here servicing langkawi. You call call him. Call Gaddafi at 012-5989865.Try and address this to him.Might help or maybe not but i would say it might get the message across.I advise expats who wants to get streamyx give him a call as you'll get a good deal.I cant give further details.As for myself, i've used celcom,maxis, paid a good sum still the service was bad. Just something i have to live with at that time.Now using streamyx and it works.Just if having problems i'd have to call in and complain like everyone and everywhere else does.Very soon we might get the high speed service at a cost.Well its a good start.I'm sure things will get better.I am myself doing online business.Can be frustrating.
Anyway, have a nice day and langkawi is langkawi. It aint perfect but i'd rather be here than anywhere else.Dont you agree?
Cheers.
Thanks Sofian, by Mark on 02 Sep 2010, 1:55 pm
Thanks for this! At the moment my internet connection works ok - seems going to the supervisopr level has had an influence.
And yes I agree - Langkawi is Langkawi - anyway :-)
Light at the end of the tunnel?? by Liz on 10 Sep 2010, 1:22 pm
It was interesting to read this article as we've only just moved here from Australia and are currently renting until our own place is built. We tried Celcom but it was too slow for our needs and got the TM connection put in about 2 weeks ago. I was pleasantly surprised at how fast the connection was put in, including an extra pole. However, my neighbor 'lost' her connection at the same time and we thought it may have been something that occurred when TM were putting our line on. It seems now that she was experiencing the same problem as per this article. The interesting thing was though, when we were having no problems with the internet connection, she was experiencing problems yet we are on the same line. Maybe our connection at the exchange is plugged into a different 'cabinet'.
Malaysia is way down below Australia on the charts above yet, we have had better transfer speed & quality here. I kid you not, in Cairns when talking to my daughter in Brisbane using Skype our connection was pitiful and trying to chat with my husband overseas was fraught with interruptions and very poor connection quality. Take some of these charted results with a modicum of skepticism as the raw data may give another story. I believe Australia's results were most likely charted from the capitol cities as the population is far far greater in these regions than rural areas. So, the average is weighted in favour of good quality but only taken from a small geocentric area.
This 'cabinet' may actually be a section of switching/routing equipment that is being upgraded and our new connection may have been 'plugged' into a newer/upgraded section. Perhaps there is a better service for the island... of course, for all this optimism, pigs may also fly and we've just been very lucky!
...... OH! Don't even get me started on cost comparatives. Suffice to say I'm really happy at present....
by Andreas Hakim on 13 Sep 2010, 9:07 am
My summary to the above comments: After regular break downs with the internet connection and a couple of visits from the service technician (who is friendly, patient and competent to my reckoning) we always managed to be online during the next 2 or three hours. The comment has been: it is a TM equipment problem. It was, indeed: We were fed up at last and replaced the scrappy modem. Now the world is permanently open again to us.
I had similar experiences in other parts of Malaysia as well. The guys in the field do what they can, but if they are not backed by the upper management levels, they can do little. There lies the trouble perhaps - many 'managers' are just too elevated in their position to take the needs of common people for serious and to set up a service-focused structure or to supply appropriate equipment; we cause too much trouble anyway as they regularly have to collect our payments.
And with a monopoly at hand they get through with it.
On the other hand: Once I managed to be online, I have sufficient supply except for Fridays right after lunch.
Is there a way out? The only one crossing my mind involves an airport and my passport. But I like Malaysia too much to take this step.
Monopolies had existed in other countries as well; they were knocked down. This may happen here also one day. We will see: MALAYSIA BOLEH. Have trust.
Thanks Andreas by Mark on 13 Sep 2010, 11:23 am
That's funny - as we are pretty close and should be on the same 'line' - but I have definitively an other problem. I have a 'Billion' ADSL Router - and I am pretty sure it has nothing to do with this one... We had again system down recently 2 times. A Phobne call to Mr. Nawab and he fixes it - but it can take a fewh hours or a whole afternoon, depending upon where he is and how he can...
by Liz on 13 Sep 2010, 1:18 pm
TM being a monopoly is certainly one of the problems but having another provider doesn't immediately fix the problem. If another provider does enter the market place, short of putting their own cabling system in, they must 'lease' usage from the main provider. Though the market becomes more competitive, the main provider still causes problems with slow service to their competitor. All it does initially is introduce a middleman and a cheaper option. What is also needed is a fair trading department where the consumer/competitor can complain that the provider is using unfair practices and perhaps fines are then levied. Hence, another bureaucracy is born but eventually things do improve.
Celcom is a moderate alternative currently but, it doesn't provide service for all areas (this may be related to transmitting tower leasing costs & demand) and unfortunately wi-fi doesn't have the same transfer rate as cable. A good alternative provider must have access to the current infrastructure in place and have some surety of prompt & correct service from the lessor aka the monopoly currently in place.
...note this is a very simplified explanation in very limited space as there are many other considerations to this argument.
Thanks Liz - yes, but . . . by Mark on 13 Sep 2010, 3:37 pm
The moment there is competition, the competitors would force TM Net to upgrade the infrastructure. That is one of my hopes.
99% of my about 2 dozen interruptions within the last 2 years were because of faulty TM equippment.
The other thing I would like to have, is a better customer handling at the TM 100 number - as this is horrendously stupid - executed by robots, who have the one order: don't give the caller a report number.
I would happily agree to make a deal with them:
If I complain - you send me a technician without asking. If it is MY FAULT, locally, I will happily pay you the expenses.
What I am forced to go through until I get a report number - so I can be sure any action will be taken at all is sometimes quite unbelievable.
Only with a report number anything will happen - latest within 2 days, counting working days only of course and if we don't have a holiday....
Make me dial No 100 and see me going nuts ... :-((
by Liz on 13 Sep 2010, 5:09 pm
Sad when you only have 2 choices, tearing hair out or resorting to voodoo dolls....neither are very satisfying or proactive either.
I'm curious, is it just the internet or are the phone connections a problem at the same time? If your phone still works, it has to be at the exchange or further up the 'line'. ADSL uses the same cable as the phone and it is possible to have no phone but internet still working on a broken line. This is because the ADSL signal has a longer wave than the voice signal and it can leap across breaks. The reverse cannot happen if the fault is due to line failure, it then has to be exchange or above. (This is not taking modem/router problems as a possibility into the equation.)
Hi Liz :-) by Mark on 14 Sep 2010, 9:40 pm
No: hair too little and short - and never learned to proper do the vodoo - which probably saved a few lives.
The phone is good - yes, same line.
My router has 5 lamps - and allways one lamp, the so called ppp lamp - is out.
I was told that the line 'hangs up' and has to be 'reset', whatever this means....
Hi all by Sofian Zack on 19 Sep 2010, 12:28 am
I have used celcom and maxis. had three 3G modem with diff specs and it still sucks. Was told by the top 3G modem supplier that the connection quality differs in areas and heavily populated area gets better connection. Thats the case with liz in autralia i think.
I heard maxis is testing their new internet service which is said to be good but when is it gonna be available i dont know.
A friend from KL who does internet service is interested to start one here.So, any one of you interested to start an ISP?
P/S: try celcom if youre planning to commit suicide LOL.
Hi Sofian, by Mark on 19 Sep 2010, 11:19 am
I also think that the wireless will disconnect in bad weather like the astro.
Looks like one should have more than one possibility to be safe.
Feeling cheated? by Morten Ringvold on 21 Sep 2010, 7:47 pm
Hi all internet users.
I have been on a Streamyx 1 Mps line for more than 5 years, and it has been a bumpy ride.
I'm not referring to broken undersea cables or switches, that may happen.
My concern has been the REAL download/upload speed I get.
TM speedometer (when it works), speedtest.net etc gives normally speed up to 1.3 Mps, but normal page loading: NEVER!
I have on my computers a small prg running called Networx (http://www.softperfect.com/products/networx/)with a desk band monitor giving the REAL speed.
Most pages loads at speed around 25 kbs!!
Others like security apps, windows up-date etc may go up to about 180 if lucky, You-Tube normally 50 kbs.
The 'secret' lies in the TM DNS server system, most pages are 'throttled' about 70% of incoming to Malaysia speed.
Some are less, some are not at all, like speedtest.net!
Here is the latest answer I got from TM: (edited)
Dear Mr. Morten,
Thank you for contacting TM. Firstly, we would like to apologise for the late response.
With regards to your issue on Streamyx connection, we are sincerely apologise for the inconvenience caused. As per our previous e-mail which was sent to you on 24th June 2010, we wish to confirm that the above matter has been addressed.
Kindly be informed that based on our Fair Usage Policy, the Internet bandwidth (capacity) is catered to be shared on an equal basis by all of our customers at any one point in time. However, some customers are using Peer to Peer(P2P) or file sharing software, which use a lot of bandwidth and can significantly reduce the connection speed. For these reason, sometimes, you may encountered the slow connection issue while downloading the file. As per mentioned previously, you may refer to our website at http://www.streamyx.com/customer_care/customer_care.php?id=customer_care_fair_usage_policy for more information on Fair Usage Policy.
For your information, as a Streamyx subscriber you should able to get at least 80% of download speed from the package subscribed. Kindly noted that Streamyx service were served to customer as 'Best Effort'. For further explanation about the issue, you may refer to our website at http://www.streamyx.com.my/customer_care/customer_care.php?id=customer_care_faq .
5. What is "best effort"?
"Best effort" describes a service that is provided without any service level assurance. Streamyx subscribers should receive at least 80% of the subscribed speed within TM domain & subject to certain factors (Please refer to FAQ No. 36). If the speed falls below 80%, TM will investigate it as a fault and restore the connection accordingly. Subscribers who need a 1:1 service and exclusive access to their bandwidth should go for Internet via leased line.
Based on statement above, you may revert to us as soon as possible if you facing connection speed issue which less than 80% upon testing from our bandwidth test page. To check the bandwidth speed, kindly go to http://speedtest.streamyx.com.my/ .
Since your technical report (Report Number: xxxxxx) status is still open and should you need to check your report status, kindly contact our Technical Department at 100, choose language and select "Technical Assistance".
We hope that our explanation and clarification has revert to your query.
We would like to thank you for your feedback and we look forward to serving you better.
Regards,
Nurfarizah,
Customer Service Support,
Telekom Malaysia.
The friendly people at TM Kuah have been to my place several times for testing as well as done testing other places on the island and unfortunately I seem to be right.
The 'joke' in the answer is this:
'if you facing connection speed issue which less than 80% upon testing from our bandwidth test page. To check the bandwidth speed, kindly go to http://speedtest.streamyx.com.my/ .
The bandwith test page is NOT throttled down!!!
The good thing however, there are ways around and the TM people really smiled when I demonstrated!
As for Celcom and Maxis, read the 'conditions' in the contract. There are similar more or less hidden conditions.
One thing is for sure.
Even if you sit in the antenna tower, you will never get the speed you believe you have paid for or been 'promised'.
Thanks a lot Morten by Mark on 21 Sep 2010, 8:48 pm
Very in depth.
It is like a cancer of society that most businesses are simply not ethical.
'Cheating' seems to be the normal thing...
speed by Sofian Zack on 24 Sep 2010, 12:01 am
ermmm...i'm getting the right speed from speedtest.net. Maybe they're cheating too?
Myself downloading torrents at good speed and rapidshare files way above my speed limit.
Then again i think the speed is trottled in some cases but this is old news.
Morten, are u using stromg VPN to overcome it?
Just live with it. by Morten Ringvold on 24 Sep 2010, 10:17 am
No, I do not normally 'trick' the system.
I'm not to much into large file downloading and in general just live with it.
An yes, as mentioned above speedtest.net is not throttled.
The funny part of it is that you may open as many tabs you want, or your comp may handle, and they all run at about 25Kbs until you reach your line speed limit.
if you run torrents from 10 different IP's, you will get about 250Kbs on a 1 Mps line!
Did a 'funny' test some time ago.
Installed Open Office and downloaded from the Malaysian server, edu.gov.my (university). Took hours at 25Kbs.
Then downloaded directly from Oracle US, same files, ran at 180Kbs. Oracle is not throttled being a recognized software provider similar to Microsoft, Adobe etc.
by Sofian Zack on 26 Sep 2010, 12:28 am
Yes i found similar speeds at opening government sites.
TM Net by Helmut Gottwald on 28 Aug 2010, 9:54 am
Wenn Du speedtest.net aufrufst wirst Du feststellen das der Server Penang verschwunden ist. Seit ca 4 Wochen mache ich den Test alle 2 Tage und dabei werden nun die Server Singapore und Thailand angesprochen. Der Server Penang ist nicht mehr im Verzeichnis für Malaysia. Mein Downloadspeed liegt in der Regel bei 160 KB? und lag in diesem Jahr bis auf Rund 20 Tagen nicht darunter. Das gilt für Pd. Matsirat. Hier werden monatlich Wartungsarbeiten an der Verteilerstelle in Matsirat vorgenommen, danach muss immer die TM angemahnt werden die Internet Geschwindigkeit wieder zu Regulieren.