However after troubleshooting, they (the helpdesk agent) informed her that there is a problem with our modem and our port (internet port). That being said, the agent notified us that we would have to wait to have the problem rectified because all their agents are not available...it being Hari Raya and all….
As usual i don’t trust this people. So, I created new connection (PPPoE) using another account, and guess what??... I was able to go online. Still not satisfied, i tried to login to modem web base configuration page to connect and i got an error saying "Authentication Failed", this obviously showed that the problem is with our TMNet account. I called streamyx again and requested to have my password reset even that took so long...
Since it was already late, i couldn’t be bothered to wait any longer since I gave up and went to bed.
The next day, I got a call from a streamyx technician. He said he call my house mate and she was not home and he would like to check if I’m home so he can come over to have it fixed. I said I would not around until after 6... Then he suggested Saturday and I was like ok... Can you imagine if i really need to rely on them... I would not be having internet access for a WEEK! Then, it occurred to me, since streamyx is unable to provide a technician according to customer need, will they still be charging us for that 1 week... since is the problem lies with them, not the customer... I doubt it though... anyway...
On wednesday evening after work. I went back home and reconfigured the modem and router and... Wala!... my connection is up and running again.. I managed to troubleshoot and solved it myself... I called Streamyx again and told them to close this case since I have solved it my self.
Basically I’m not saying that streamyx service is bad. Compared to other wireless broadband and i staying in a condo, Streamyx is good, but the thing that is not good is the Streamyx helpdesk. It seems that the people working there lack of knowledge, the knowledge to troubleshoot customer issue. I'm saying this because i working in IT line and when my customer telling me what is their issue, i will get to the point and figure out whats wrong and not to bush around and giving customer wrong information.
If those agent (Streamyx helpdeks) unable to diagnose or troubleshoot properly why border having helpdesk? it more like helpless desk. Wasting our time calling and doin unnecessary things and troublehsooting.
I really hope Tm Net will look into this matter as this is not a small matter. This is SERIOUS!!
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