Billing reminder? See what Streamyx is doing...

[jeffooi]

So you need billing reminder from your ISP?
See what Streamyx is doing...

But, first read related threads in The Web Forum:

One month rebate for Streamyx customers
Need feedback from streamyx user
Streamyx configuration
streamyx - how serious is the problem?
Maxis ISP

[jeffooi]

Streamyx will send you billing reminder based on account receivables (a.k.a. your outstanding unpaid balance) which, in our case, are at least 80 days and 50 days old, respectively.

My wife and I are one of those who was deeply "embarassed" by these.

* * *

Streamyx gave us this 'reminder' on 19.11.2002 (Data currency YTD 80 days old)

----- Original Message -----
From: tmmcmuc@myjati.com.my
To: jeffooi@pc.jaring.my
Sent: Tuesday, November 19, 2002 7:30 PM
Subject: Payment Reminder

Dear (username)

Please take note that we have not received payment for your Multimedia Bill dated 1 Sep 2002 for the amount of RM689.81.

We understand that this may be due to your busy schedule or just a mere oversight. Please kindly settle your payment within the next 7 days from the date of this message to ensure
service continuity.

If you need a copy of your bill, please retrieve it from our website at https://tmbill.tm.net.my.

You may also request for a printout of your latest Multimedia Bill from the nearest Kedai Telekom.

Please refer to the back of your bills or to our website at http://isp.tm.net.my/support for the list of payment channels.

However, if you have already made payment, we thank you very much and please disregard this message. We regret for any inconveniences caused.

Thank you for being our valued customer and we look forward to continue providing the service to you.


Credit Management Unit
TM Multimedia
Telekom Malaysia Berhad


Our reply to Streamyx less than 2 hours later, on the same day, 19.11.2002

----- Original Message -----
From: "Jeff Ooi" jeffooi@pc.jaring.my
To: tmmcmuc@myjati.com.my
Cc: "Jeff Ooi" jeffooi@pc.jaring.my
Sent: Tuesday, November 19, 2002 9:14 PM
Subject: Re: Payment Reminder


For your information, the latest payment of RM198.81 was paid through easyway at Petronas USJ9 on 10/11/2001.

Receipt No: 255011
Terminal: SST0008
Approval No: 162357
Bank Ref No: 000011002761

You have also announced a one month rebate for Streamyx users.
But to date you have not credit into my account.

Please check on your end and revert.


THERE WAS NO REPLY

Then, Streamyx gave us another 'reminder' on 21.12.2002 (Data currency YTD 50 days old)

----- Original Message -----
From: tmmcmuc@myjati.com.my
To: jeffooi@pc.jaring.my
Sent: Saturday, December 21, 2002 1:52 PM
Subject: Payment Reminder

Dear (username),

Please take note that we have not received payment for your Multimedia Bill dated 1 Nov 2002 for the amount of RM420.81.

We understand that this may be due to your busy schedule or just a mere oversight. Please kindly settle your payment within the next 7 days from the date of this message to ensure
service continuity.

If you need a copy of your bill, please retrieve it from our website at https://tmbill.tm.net.my.

You may also request for a printout of your latest Multimedia Bill from the nearest Kedai Telekom.

Please refer to the back of your bills or to our website at http://isp.tm.net.my/support for the list of payment channels.

However, if you have already made payment, we thank you very much and please disregard this message. We regret for any inconveniences caused.

Thank you for being our valued customer and we look forward to continue providing the service to you.


Credit Management Unit
TM Multimedia
Telekom Malaysia Berhad


Our reply to Streamyx within 4 hours, on the same day, 21.11.2002

----- Original Message -----
From: "Jeff Ooi" jeffooi@pc.jaring.my
To: tmmcmuc@myjati.com.my; "Jeff Ooi" jeffooi@pc.jaring.my
Cc: asohan@thestar.com.my; "Dr Fadhullah Suhaimi" drfazul@tm.net.my
Sent: Saturday, December 21, 2002 5:47 PM
Subject: Re: Payment Reminder


This a reply by Jeff Ooi (www.usj.com.my), on behalf of his wife (name withheld) with copy to
- Dr Fadhzullah, TM Net
- A asohan, In-Tech, The Star

Dear TM Net Billing Dept
==================

Your billing system is hopelessly outdated and inaccurate.

Our outstanding bill as at Dec 21 should be RM111.00 instead of RM420.81 as per your email.

Here's some info to assist you in troubleshooting your internal billing machinery:

Bill date: 01 Dec 2002 / Payment due date: 29 Dec 2002
- Amount Outstanding: RM333.00

Payment date: Dec 12, 2002
- Payment via Kedai Telekom Subang Jaya
- Amount paid: RM222.00

Please note that this is the second time you irritated us with your reckless email full of outdated data.

To Dr Fazul, I need your personal attention on this, as it's getting embarassing for you and I.

Here's what we wrote to you in the last instance, on November 19, 2002, which I repost below:

QUOTE:
[Repetition, snipped]
UNQUOTE


Sincerely
Jeff Ooi
www.usj.com.my


Yahoo! I received replies from TM Net!

1. 24.12.2002 from Dr Fadhullah of TM Net:

----- Original Message -----
From: drfazul@tm.net.my
To: "Jeff Ooi" jeffooi@pc.jaring.my
Cc: ghaz_57@tm.net.my; anizaa@tm.net.my; nnaziri@tm.net.my; ithnin@telekom.com.my
Sent: Tuesday, December 24, 2002 10:31 AM
Subject: Re: Payment Reminder

Dear Jeff,

TQ for the mail. Its a surprise to us but we will certainly look into
this and will get back to you later. TQ


2. 26.12.2002 Internal communications within TM Net:

-----Original Message-----
From: Ithnin Hj Othman
Sent: Thursday, December 26, 2002 4:21 PM
To: Mohd Hamdan A. Hamid
Cc: Zainudin Ismail
Subject: FW: Payment Reminder


plse check on the customer's complaint. tq


3. 26.12.2002 from Zainuddin Ismail of TM Net:

----- Original Message -----
From: "Zainudin Ismail" izainudn@telekom.com.my
To: jeffooi@pc.jaring.my
Cc: "Ithnin Hj Othman" ithnin@telekom.com.my; "Mohd Hamdan A. Hamid" mdhamdan@telekom.com.my; drfazul@tm.net.my; ghaz_57@tm.net.my; anizaa@tm.net.my; nnaziri@tm.net.my
Sent: Thursday, December 26, 2002 5:18 PM
Subject: RE: Payment Reminder


Dear Mr. Jeff Ooi and our valued customer Mdm (username withheld);

Many thanks for your input and apologize for this problem.

Kindly please be informed that I have go thru your billing records and below is my answer to the query:

1. Customer name: (withheld for privacy)
Current outstanding amount (as of today, 26/12/02): RM 111.00

2. Billing process for Mdm (username)'s account was on every first of the month.

Historical billing information as below:

a. October bill (as of 1/10/02):
- Baki terdahulu : RM 689.81
- Bayaran (TQ) : RM 380.00 -
- Caj bulan ini : RM 111.00
- Jumlah perlu dibayar: RM 420.81

b. November Bill (as of 1/11/02) :
- Baki terdahulu : RM 420.81
- Pelarasan Kredit (i.e. Rebate): RM 111.00 -
- Caj bulan ini : RM 111.00
- Jumlah perlu dibayar: RM 420.81

c. December bill (as of 1/12/02):
- Baki terdahulu : RM 420.81
- Bayaran (TQ) : RM 198.81 -
- Caj bulan ini : RM 111.00
- Jumlah perlu dibayar: RM 333.00

d. Billing Information (as of today, 26/12/02)
- Baki terdahulu : RM 333.00
- Bayaran (TQ) : RM 222.00 -
- Caj bulan ini : RM 111.00
- Jumlah perlu dibayar: RM 111.00

In summary, the billing information is absolutely correct and tally with yours.

On second issue: the letter that informing Mdm Customer (e-mail from tmmcmuc@myjati.com.my dated 21/December/02) was actually the Account Reminder Letter from TMnet Credit Management activity in November (i.e. refer to November bill). Kindly please ignore this e-mail coz you have already paid us and the latest billing info for jumlah perlu dibayar is only RM 111.00 (many thanks).

As a whole, we are very much appreciate of your concern /comment and it will be used for our billing improvement.

Regards

Zainudin Ismail
Chief Information Officer
013-3656161.



Now, if you thought TM Net hasn't been improving, and Maxis Net is still having the Best Practices among the ISPs, THINK AGAIN!

[satish]

Copy of email sent to TM Net & Star today.

------------------------------------------

No Support for Streamyx "Dis-service"

The Streamyx service went off line at around 0100 hrs this morning Sunday 29Dec2002.
I was trying to get through to the Streamyx support staff at 1-300-88-9515 from around 0900
nn it took serveral calls to get somebody to answer the call (about 45 minutes later).
Most of the time, I was getting some music to put me to sleep, from the telephone handset.
The lady was unable to give me a approximate time when service will resume.

Called again tonite Sunday 29Dec02 at 2045 nn managed to speak to Encik Hairy.
He told me that service would probably resume some time around midnite tonite or early tommorow
morning.

Telecom nn TM.Net should have enough staff to answer the incoming calls when required,
and there should be enough technical engineers to be on call to fix problems as and when it
happens. (4 staff each shift will not be able to handle all the calls coming nationwide).

Satish28

[kwchang]

Sometime during the month of Ramadan, a number of marketeers were in my neighbourhood (USJ9) knocking on doors of non-streamyx users. I was informed that around 90% of my neighbours are already on Streamyx and they were hoping that I would sign up as well.

Can anyone verify that such a high percentage of our neighbourhood are on broadband already?

Looking at the complaints here, I'm glad I am still with Jaring dialup. Tell me when Telekoms get their act together and I may consider joining the bandwagon (broad-band, that is)

[alanteh]

Just got back from vacation last night. Couldn't connect to streamyx. Calls to the 1-300 "support" line went unanswered.

It's now 1pm and Streamyx is still down.

Pathetic

[tan_r]

Satish,

Guess I was luckier than you. My wait was only 10 minutes. I was asked to switch off the modem and then on again. Told the person that I have already done that 20 times. Oh ... server down, sir. Please try again after lunch. My connection is back again.

Cheers

[drewkool]

it stated in the www.tm.net.my that the service will be interrupted due to its maintanance and service upgrading on 29th and 30th dec respectively, the statement is as follow:


This is to inform all tmnet streamyx customers in the Klang Valley and Selangor that there was a service interruption on December 29th and 30th 2002, which may have caused customers to experience difficulty in connecting to the service.


However, rectification work has been carried out to improve the service and to prevent any such recurrence in the future.

We deeply regret for any inconvenience caused during this service interruption.

************************************************** **
anyway, i have this problem whenever i leave my pc alone for something else, [where the streamyx connection is still on, i pay RM88 for unlimited access]
the connection is automatically disconnected after a while, approximately 1 hour or less.
this happens to my connection occasionally, does any streamyx user out there have such problem? as far as i know, my friend who is streamyx user has no such problem.

[tan_r]

Just down the road, I leave my connection on all the time UNLESS it rains.