Internet Down V2.0

Posted by on Wed, December 21, 2005

▼ A d v e r t i s e m e n t

I am actually posting this on my new Maxis 3G

[17 Dec 2005]

Hello. I am writing this entry inside my favorite text editor, as I can’t use the Internet. I will paste this later somewhere else. My Streamyx problem is never ending. I have not been able to access the Internet since 4th December 2005. Until now, nobody at the call center knows how to handle this problem. Earlier I was reluctant to call them dumb. Now I know that they are DUMB. They are the DUMBEST people I have ever talked to. My experience related to TMNET reveals these facts:

  1. They use a customer supportscript, template emails, and have very little expertise/skills
  2. They can’t figure out that “Request timed out” on windows ping is exactly the same as “Packet Loss” on Linux ping
  3. They have no idea that “able to connect but can’t browse”, “connection timed out”,”frequent disconnection” are all related
  4. They have no idea what network latency means
  5. They think all customers are IT illiterate
  6. They only know Windows
  7. They reboot their PC 100 times a day
  8. They reboot their modem 100 times a day
  9. They have no idea how to use traceroute and what it means
  10. They have the dumbest ever customer support team on the face of the earth
  11. They make empty promises to customers
  12. You can say anything you want but they will just not bother as they are already immune to insults and people being mad at them
  13. They believe in miracles – do nothing and the problem will be fixed by itself
  14. All of TMNET higher executives with titles “Assistant Manager” just do nothing all day and scratch their balls at their desks
  15. Misuse of access – some of “Assistant Manager” even cap their Streamyx line to 2Mbps for their own home (effectively stealing other paid customers’ bandwidth)
  16. They assume & blame the following (email me if you have more in your list):
    • a. Customers are dumb and don’t know how to use the Internet
    • b. Customers’ PC are misconfigured
    • c. Customers’ phone lines are in bad shape – shift the blame to TM
    • d. Customers’ don’t know how to fix their own PC
  17. They make customers pay RM88 per month for 1Mbps but only cap their lines at 512kbps (worth RM66). I paid RM88 from May to September, not realizing line was miscapped. Called them to complaint and they said it is too late, bill dispute is 1 week from receipt. OK – keep the HARAM money and let your kids feed on it. Answer to me in the afterlife.
  18. They think all customers only surf the websites, and not other services. I use a lot of POP3, POP3S, SMTP as well. Not to mention multiple IM protocols. Yeah.. once they called and my wife mentioned that Yahoo! Messenger can’t connect and the guy who called said “You have to reinstall Yahoo! Messenger”. WTF????? Are you kidding me? Make sure you know who you are talking to!
  19. Make sure you have taken your meals, and is in good state of mind (not sleepy, not high, etc.) as they will try to exhaust you will all kinds of bullshit. They will ask you to reboot PC, reboot modem, plug/unplug phone, flush DNS, connect/disconnect so that they can log your IP for 3 times (I did this 9 times with them), and many other unbelievably ridiculous things.
  20. They will say that it is your fault if the technician doesn’t show up. AMIZAH even told me that “lain kali buat appointment betul-betul dengan dia” (next time make sure you made proper appointments with the technician).
  21. Senior executives of TMNET realize their service sucks big time, otherwise they would not refrain from putting their email address in the website.
  22. They don’t want to spend more money on International links and users end up with congested traffic. Everytime there’s congestion they’ll put a notice to blame the International link. Well, you have more users, buy more International bandwidth!!! It is no wonder broadband user percentage in Malaysia is still very very low compared to other countries.

Until today, they have not understand that the problem is with the network. They have 2 times reset my DSL port, and made 2 false appointments to come to my home and take a look.

These names are logged forever in my PC: “Niza, Amizah, Izan, Hajar, Meor” TMNET 1-300-88-9515 Operator, “Adi” TMNET Technician, “Tun” TM Serdang. “Tun” is the most polite one and sounds sincere to help, while “Adi” is the worst ever. He made 2 appointments with me and in the end when I call him I got into his voicemail. Professional? I beg to differ. But then again I don’t blame him for being a jerk technician with low pay job.

I am currently trying to pursue this matter with the Consumer Forum of Malaysia (CFM). If by the end of this month I still can’t use my Internet connection properly, I will leave RM88 outstanding in the account and demand that my account be deactivated. It has been activated since May, and I know they force us to use it (and pay them) for 1 year. But should I really pay for something that I can’t really use? I want them to waive the month of December fee. It’s just not fair. Just imagine how many money and time I have lost, not being able to use the Internet since I am running an Internet based business, as well as freelance remote SysAdmin contracts…

Oh, yes, I brought my modem to my friend’s house in a separate housing area and the modem worked fine. I bought it myself, an Aztech DSL600E. NOT free ones from TMNET. It’s of somewhat higher quality than the free ones. Weird, ever since I got this service I have never obtained an IP number outside of the 60.0.0.0 network.

I am now considering 3G or EDGE for my Internet access. Are they any good? I know compared to DSL the speed will be much slower, but at least much better than paying TMNET more for dialups, and TM for the bills. People say that it is still usable. I was hoping that Jaring broadband DSL would reach my area but at the end I realized that they are renting DSLAM ports from TMNET. Any idea whether they are using their own network or piggybacking on TMNET’s backbone? Anyone?

Here are some ping statistics on 16 December 2005. Keyword to look for is “% packet loss”. Details:

219.93.218.177 is the GATEWAY

202.188.0.133 and 202.188.1.5 are the DNS

These were taken from Windows, using manual dialer (yuck!):

Request timed out.
Reply from 219.93.218.177: bytes=32 time=49ms TTL=126
Reply from 219.93.218.177: bytes=32 time=31ms TTL=126
Reply from 219.93.218.177: bytes=32 time=24ms TTL=126
Reply from 219.93.218.177: bytes=32 time=24ms TTL=126
Request timed out.
Request timed out.
 
Ping statistics for 219.93.218.177:
    Packets: Sent = 951, Received = 695, Lost = 256 (26% loss),
Approximate round trip times in milli-seconds:
    Minimum = 20ms, Maximum = 370ms, Average = 39ms
Control-C
 
Reply from 219.93.218.177: bytes=32 time=25ms TTL=126
Reply from 219.93.218.177: bytes=32 time=28ms TTL=126
Request timed out.
Reply from 219.93.218.177: bytes=32 time=151ms TTL=126
Request timed out.
Reply from 219.93.218.177: bytes=32 time=93ms TTL=126
Reply from 219.93.218.177: bytes=32 time=51ms TTL=126
Reply from 219.93.218.177: bytes=32 time=35ms TTL=126
Request timed out.
Reply from 219.93.218.177: bytes=32 time=62ms TTL=126
Request timed out.
Reply from 219.93.218.177: bytes=32 time=62ms TTL=126
Request timed out.
Request timed out.
Request timed out.
Reply from 219.93.218.177: bytes=32 time=24ms TTL=126
Request timed out.
 
Ping statistics for 219.93.218.177:
    Packets: Sent = 4177, Received = 3543, Lost = 634 (15% loss),
Approximate round trip times in milli-seconds:
    Minimum = 21ms, Maximum = 406ms, Average = 13ms
Control-C

These were taken in Linux on 17th December 2005 (see the date and time in []):

[Sat Dec 17 02:24:52 MYT 2005]
PING 219.93.218.177 (219.93.218.177) 56(84) bytes of data.
64 bytes from 219.93.218.177: icmp_seq=1 ttl=126 time=24.0 ms
64 bytes from 219.93.218.177: icmp_seq=2 ttl=126 time=25.1 ms
64 bytes from 219.93.218.177: icmp_seq=3 ttl=126 time=53.6 ms
64 bytes from 219.93.218.177: icmp_seq=4 ttl=126 time=32.5 ms
64 bytes from 219.93.218.177: icmp_seq=7 ttl=126 time=88.9 ms
64 bytes from 219.93.218.177: icmp_seq=8 ttl=126 time=32.5 ms
64 bytes from 219.93.218.177: icmp_seq=10 ttl=126 time=25.0 ms
64 bytes from 219.93.218.177: icmp_seq=11 ttl=126 time=35.2 ms
64 bytes from 219.93.218.177: icmp_seq=12 ttl=126 time=22.3 ms
64 bytes from 219.93.218.177: icmp_seq=13 ttl=126 time=22.8 ms
64 bytes from 219.93.218.177: icmp_seq=14 ttl=126 time=29.5 ms
64 bytes from 219.93.218.177: icmp_seq=15 ttl=126 time=24.8 ms
64 bytes from 219.93.218.177: icmp_seq=18 ttl=126 time=27.1 ms
 
--- 219.93.218.177 ping statistics ---
20 packets transmitted, 13 received, 35% packet loss, time 19021ms
rtt min/avg/max/mdev = 22.345/34.152/88.976/17.723 ms
 
[Sat Dec 17 02:25:47 MYT 2005]
PING 202.188.0.133 (202.188.0.133) 56(84) bytes of data.
64 bytes from 202.188.0.133: icmp_seq=1 ttl=56 time=30.3 ms
64 bytes from 202.188.0.133: icmp_seq=5 ttl=56 time=29.5 ms
64 bytes from 202.188.0.133: icmp_seq=11 ttl=56 time=26.5 ms
64 bytes from 202.188.0.133: icmp_seq=12 ttl=56 time=27.6 ms
64 bytes from 202.188.0.133: icmp_seq=14 ttl=56 time=28.2 ms
64 bytes from 202.188.0.133: icmp_seq=17 ttl=56 time=27.3 ms
64 bytes from 202.188.0.133: icmp_seq=20 ttl=56 time=26.9 ms
 
--- 202.188.0.133 ping statistics ---
20 packets transmitted, 7 received, 65% packet loss, time 19003ms
rtt min/avg/max/mdev = 26.552/28.111/30.340/1.291 ms
 
[Sat Dec 17 02:26:38 MYT 2005]

These are the IP logs for 17 December 2005, captured every 2 minutes by cron:

 [Sat Dec 17 00:45:53 MYT 2005]
 [Sat Dec 17 00:49:34 MYT 2005]
 [Sat Dec 17 00:49:41 MYT 2005]
 [Sat Dec 17 00:51:53 MYT 2005]
 [Sat Dec 17 00:53:53 MYT 2005]
 [Sat Dec 17 00:54:30 MYT 2005]
 [Sat Dec 17 00:57:53 MYT 2005]
 [Sat Dec 17 00:59:53 MYT 2005]
60.50.192.21 [Sat Dec 17 01:01:14 MYT 2005]
 [Sat Dec 17 01:07:44 MYT 2005]
60.50.193.94 [Sat Dec 17 01:08:57 MYT 2005]
60.50.193.190 [Sat Dec 17 01:11:09 MYT 2005]
 [Sat Dec 17 01:13:53 MYT 2005]
60.48.73.17 [Sat Dec 17 01:16:25 MYT 2005]
60.48.72.120 [Sat Dec 17 01:18:08 MYT 2005]
60.48.72.120 [Sat Dec 17 01:18:11 MYT 2005]
 [Sat Dec 17 01:18:32 MYT 2005]
 [Sat Dec 17 01:20:58 MYT 2005]
60.50.196.28 [Sat Dec 17 01:22:30 MYT 2005]
60.50.196.28 [Sat Dec 17 01:23:46 MYT 2005]
60.50.196.28 [Sat Dec 17 01:24:48 MYT 2005]
 [Sat Dec 17 01:27:53 MYT 2005]
60.50.197.26 [Sat Dec 17 01:30:34 MYT 2005]
60.48.75.137 [Sat Dec 17 01:32:11 MYT 2005]
 [Sat Dec 17 01:35:53 MYT 2005]
 [Sat Dec 17 01:37:53 MYT 2005]
 [Sat Dec 17 01:39:53 MYT 2005]
60.48.75.241 [Sat Dec 17 01:40:10 MYT 2005]
60.48.72.49 [Sat Dec 17 01:43:07 MYT 2005]
 [Sat Dec 17 01:45:19 MYT 2005]
 [Sat Dec 17 01:46:35 MYT 2005]
60.48.74.43 [Sat Dec 17 01:47:28 MYT 2005]
 [Sat Dec 17 01:49:53 MYT 2005]
 [Sat Dec 17 01:51:30 MYT 2005]
 [Sat Dec 17 01:52:24 MYT 2005]
60.48.75.179 [Sat Dec 17 01:54:29 MYT 2005]
60.50.199.22 [Sat Dec 17 01:56:07 MYT 2005]
60.50.199.22 [Sat Dec 17 01:58:34 MYT 2005]
60.48.74.208 [Sat Dec 17 02:00:16 MYT 2005]
60.48.74.208 [Sat Dec 17 02:02:19 MYT 2005]
60.50.199.158 [Sat Dec 17 02:04:18 MYT 2005]
60.50.199.158 [Sat Dec 17 02:06:19 MYT 2005]
60.50.199.158 [Sat Dec 17 02:08:22 MYT 2005]
60.50.199.158 [Sat Dec 17 02:11:26 MYT 2005]
60.50.199.158 [Sat Dec 17 02:12:01 MYT 2005]
60.50.199.158 [Sat Dec 17 02:14:05 MYT 2005]
60.50.199.158 [Sat Dec 17 02:16:19 MYT 2005]
 [Sat Dec 17 02:19:39 MYT 2005]
60.48.74.252 [Sat Dec 17 02:20:45 MYT 2005]
60.48.74.252 [Sat Dec 17 02:22:17 MYT 2005]
60.50.200.135 [Sat Dec 17 02:24:11 MYT 2005]
 [Sat Dec 17 02:26:10 MYT 2005]
 [Sat Dec 17 02:29:53 MYT 2005]
60.50.201.0 [Sat Dec 17 02:31:06 MYT 2005]
 [Sat Dec 17 02:32:48 MYT 2005]
60.48.74.215 [Sat Dec 17 02:34:04 MYT 2005]
60.48.74.215 [Sat Dec 17 02:36:14 MYT 2005]
60.48.75.201 [Sat Dec 17 02:38:19 MYT 2005]
60.48.75.201 [Sat Dec 17 02:40:21 MYT 2005]
60.48.75.201 [Sat Dec 17 02:42:17 MYT 2005]
60.48.75.201 [Sat Dec 17 02:44:28 MYT 2005]
60.48.75.201 [Sat Dec 17 02:46:20 MYT 2005]
60.48.72.198 [Sat Dec 17 02:49:00 MYT 2005]
60.48.72.198 [Sat Dec 17 02:52:19 MYT 2005]
60.48.72.120 [Sat Dec 17 02:55:04 MYT 2005]
60.50.202.16 [Sat Dec 17 02:56:49 MYT 2005]
60.50.202.16 [Sat Dec 17 02:58:29 MYT 2005]
60.48.73.208 [Sat Dec 17 03:01:07 MYT 2005]
60.48.75.55 [Sat Dec 17 03:02:30 MYT 2005]
60.48.75.70 [Sat Dec 17 03:04:30 MYT 2005]
60.48.75.70 [Sat Dec 17 03:05:28 MYT 2005]
60.48.75.70 [Sat Dec 17 03:06:11 MYT 2005]
60.48.75.70 [Sat Dec 17 03:08:01 MYT 2005]
60.48.75.70 [Sat Dec 17 03:10:06 MYT 2005]

Older, 15th December 2005:

 [Thu Dec 15 00:01:53 MYT 2005]
 [Thu Dec 15 00:03:53 MYT 2005]
 [Thu Dec 15 00:05:53 MYT 2005]
 [Thu Dec 15 00:07:54 MYT 2005]
 [Thu Dec 15 00:09:55 MYT 2005]
 [Thu Dec 15 00:11:53 MYT 2005]
 [Thu Dec 15 00:13:53 MYT 2005]
 [Thu Dec 15 00:15:53 MYT 2005]
 [Thu Dec 15 00:17:53 MYT 2005]
 [Thu Dec 15 00:19:53 MYT 2005]
 [Thu Dec 15 00:21:53 MYT 2005]
 [Thu Dec 15 00:23:53 MYT 2005]
 [Thu Dec 15 00:25:53 MYT 2005]
 [Thu Dec 15 00:27:54 MYT 2005]
 [Thu Dec 15 00:29:53 MYT 2005]
 [Thu Dec 15 00:31:53 MYT 2005]
 [Thu Dec 15 00:33:53 MYT 2005]
 [Thu Dec 15 00:35:53 MYT 2005]
 [Thu Dec 15 00:37:53 MYT 2005]
 [Thu Dec 15 00:39:53 MYT 2005]
 [Thu Dec 15 00:43:53 MYT 2005]
60.50.203.170 [Thu Dec 15 12:30:04 MYT 2005]
60.50.203.170 [Thu Dec 15 12:32:04 MYT 2005]
 [Thu Dec 15 20:09:54 MYT 2005]
60.50.199.78 [Thu Dec 15 20:10:34 MYT 2005]
60.50.199.78 [Thu Dec 15 20:12:06 MYT 2005]
60.50.199.78 [Thu Dec 15 20:14:02 MYT 2005]
60.50.199.78 [Thu Dec 15 20:16:06 MYT 2005]
60.50.199.78 [Thu Dec 15 20:18:09 MYT 2005]
60.50.199.78 [Thu Dec 15 20:20:12 MYT 2005]
60.50.199.78 [Thu Dec 15 20:22:26 MYT 2005]
60.50.199.78 [Thu Dec 15 20:24:11 MYT 2005]
60.50.199.78 [Thu Dec 15 20:26:33 MYT 2005]
60.50.199.78 [Thu Dec 15 20:28:23 MYT 2005]
60.50.199.78 [Thu Dec 15 20:30:16 MYT 2005]
60.50.199.78 [Thu Dec 15 20:32:07 MYT 2005]
60.50.199.78 [Thu Dec 15 20:34:15 MYT 2005]
60.50.199.78 [Thu Dec 15 20:36:02 MYT 2005]
60.50.199.78 [Thu Dec 15 20:38:08 MYT 2005]
60.50.199.78 [Thu Dec 15 20:40:02 MYT 2005]
60.50.194.103 [Thu Dec 15 20:42:15 MYT 2005]
60.50.194.103 [Thu Dec 15 20:44:19 MYT 2005]
60.50.194.103 [Thu Dec 15 20:46:19 MYT 2005]
60.48.75.157 [Thu Dec 15 20:48:38 MYT 2005]
60.48.75.157 [Thu Dec 15 20:50:10 MYT 2005]
60.50.192.107 [Thu Dec 15 20:52:24 MYT 2005]
60.50.192.107 [Thu Dec 15 20:54:20 MYT 2005]
60.50.192.107 [Thu Dec 15 20:56:11 MYT 2005]
60.50.192.107 [Thu Dec 15 20:58:21 MYT 2005]
60.50.192.107 [Thu Dec 15 21:00:08 MYT 2005]
60.50.192.107 [Thu Dec 15 21:02:05 MYT 2005]
60.50.192.107 [Thu Dec 15 21:04:06 MYT 2005]
60.48.72.26 [Thu Dec 15 21:06:29 MYT 2005]
60.48.72.26 [Thu Dec 15 21:08:29 MYT 2005]
60.48.72.26 [Thu Dec 15 21:10:08 MYT 2005]
60.48.72.26 [Thu Dec 15 21:12:10 MYT 2005]
60.48.72.26 [Thu Dec 15 21:14:17 MYT 2005]
60.50.206.99 [Thu Dec 15 21:17:06 MYT 2005]
60.50.206.99 [Thu Dec 15 21:18:17 MYT 2005]
60.50.196.56 [Thu Dec 15 21:20:10 MYT 2005]
60.50.196.56 [Thu Dec 15 21:22:35 MYT 2005]
60.50.196.56 [Thu Dec 15 21:25:41 MYT 2005]
60.50.192.46 [Thu Dec 15 21:26:54 MYT 2005]
60.48.72.109 [Thu Dec 15 21:28:07 MYT 2005]
60.48.72.109 [Thu Dec 15 21:30:16 MYT 2005]
60.48.72.109 [Thu Dec 15 21:32:13 MYT 2005]
60.50.205.237 [Thu Dec 15 21:34:32 MYT 2005]
60.50.196.15 [Thu Dec 15 21:36:03 MYT 2005]
60.50.196.15 [Thu Dec 15 21:38:17 MYT 2005]
 [Thu Dec 15 21:41:53 MYT 2005]
 [Thu Dec 15 21:43:41 MYT 2005]
 [Thu Dec 15 21:47:53 MYT 2005]
60.50.196.28 [Thu Dec 15 21:48:42 MYT 2005]
60.50.200.142 [Thu Dec 15 21:52:45 MYT 2005]
60.50.200.142 [Thu Dec 15 21:54:07 MYT 2005]
60.50.200.142 [Thu Dec 15 21:56:22 MYT 2005]
 [Thu Dec 15 21:59:53 MYT 2005]
60.50.194.131 [Thu Dec 15 22:00:21 MYT 2005]

I read somewhere, that TM have world class and first class infrastructure, but third world mentality. How true… I totally agree with this statement.

Oh anyhow it is already 3.30 am in the morning on a Saturday. Need to go to bed as tomorrow I am planning to go somewhere to use the Internet. Maybe this entry will be posted there…

Signing off (or should it be ‘saving this text’?)… 😉

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  • tsc

    I’m so fucking agree with you. I got my account activated this morning and until now i’m still unable to browse the internet except ur blog, when i typed 219.93.218.177, the browser direct me to live search. weird

  • ady

    tsc, welcome to the club. It has been a while since I encounter any major problems but every now and then the connection do have hiccups.

    As for 219.93.218.177, that’s normal. You can only ping that machine – it’s the gateway that routes your packet to the other parts of the Internet. Your browser can’t connect to HTTP on the server and will redirect you to live search (depending on what browser, I’m guessing you use IE).

    If you’re not busy try to report at TM Point and make a noise there. It’s better than calling the hotline. Good luck!