
I wrote a post just over a month ago about the crappiness of Maxis broadband services and that I am looking for a way to terminate my Maxis broadband account without incurring any penalty. Sanji, a guy who responded, directed me to a forum at MyCeloteh.com, where another guy named Ashraf spelled out the steps on how to do just that.
Now that I have finally stopped procrastinating and taken the first step, I thought I might as well share with you the progress and in the end, the result, of which I hope will be what I wish for. I have had enough already of this so-called broadband from Maxis.
The steps described by Ashraf were very simple:
Unable to find the email address for the customer service, I submitted my complaint to Maxis via their Feedback/Enquiries via Email page. That was on Tuesday, 20/02/2008 at roughly 12:10 pm. Here’s what I wrote:
To whomever this may concern.
.
I have subscribed to Maxis Broadband Power Package since August 2007 and since day one, I have never achieved acceptable speed as described for this particular package. Always, the speeds I got were below maximum of the lowest speed broadband package - Starter at 384 Kbps.
.
I am currently paying RM103 per month and I feel very much cheated as the speeds I received do not commensurate with the package I am subscribed to. Not to mention the amount of times I was not able to connect to the internet due to unavailability of services.
.
As such, I wish to terminate my account with you and request for a full waive of any penalty.
Around 5:15 pm, I received a call from a Maxis customer service representative. I told her my situation and the first solution she offered me was so brilliant (read, dumb) it left me speechless: downgrade to the lowest speed package. Like, huh? What the heck would I want to downgrade for?
We chatted for a while and I found out a few things of which I’m sure some of you are not aware of:
She informed me that it would take around 7 days for their technical people to complete their investigation, and that she needed these information from me:
This was the email reply I received after sending them to her:
Dear En. Yusli,
.
Thank you for your feedback.
.
We regret to note the unsatisfactory Broadband service at your area. Rest assured, we have escalated this matter to the relevant department for further investigation and will revert soonest possible.
.
For your record, the reference number for your enquiry is C3943444.
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En. Yusli, thank you for according us your patience and understanding on this matter. Please do not hesitate to contact us at 1800 822 000 or e-mail to customercare@maxis.com.my for any further enquiries or assistance.
Ashraf advised that after obtaining the reference number, a similar complaint should be made to the MCMC right away. I suppose I could do that but upon a suggestion by a friend, and since I was rather curious, I decided to wait and see whether she was as good as her words. Who knows, I might get a pleasant surprise.
And that would be in Part 2.
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Winz
March 6th, 2008 at 3:51 pm
ade 1 soalan.. katekan la kite dh gune maxis broadband $138 yg skali dgn e220 modem tu selama 18 bulan.. adakah modem tu akan jd milik kite.. @ kite still kene bayo rent $39 tu tiap2 bulan?
Awangku Yusli
March 6th, 2008 at 10:54 pm
I was told that, after 18 months (if you choose to continue subscribing to Maxis - and that’s another 18 months of contract), you will still need to pay for the modem rental. It will never be yours.
Awangku Yusli
March 7th, 2008 at 11:43 pm
But then, another friend of mine who works with Maxis told me that after 18 months, the modem is yours. Only the USB modem, though. Not sure about the ZTE modem. You can call Maxis and ask
don
April 14th, 2008 at 10:24 am
Masalah saya, connection maxis di cheras kadang-kadang sangatlah lembap, rasa mcm tertipu sahaja dengan pelan maxis power package. Monthly kena bayar dalam RM 103.00, dan saya rasa nak terminate sahaja. Bagaimana agaknya cara utk terminate Maxis broadband tanpa dikenakan penalti? bolehkah saya ikut cara yang disyorkan?
Awangku Yusli
April 14th, 2008 at 11:28 am
My suggestion, try jer. Kat sini saya dah outline cara² untuk terminate Maxis Broadband (ada 3 bahagian). Buat report kat Maxis, dapatkan dia punya reference no. Pastu terus buat aduan kat MCMC. Tak payah tunggu seminggu. With luck, everything will be settled within 2 weeks.
All the best.
beibeip
April 15th, 2008 at 2:27 pm
If you just signed-up maxis broadband service and suffer from the slow speed. Your area might not coverage by their broadband service.
Maxis Broadband termination steps…
If you are in between 7 days of your purchase,
(1) Go directly to Maxis Center for service termination w/o penalty.
(2) Drop a complains email to MCMC and put e-complains on NCCC.
http://nccc.org.my/index.php?option=com_content&task=view&id=697&Itemid=71
SKMM Consumer Complaints Bureau
Malaysian Communications and Multimedia Commission
63000 Cyberjaya, Selangor
Attention: Consumer Protection Department
Tel: 03-86888000
Fax: 03-86881880
Complaint Hotline: 1-800-888-030
Email: aduanskmm@cmc.gov.my
I dont know malaysia complain channel will really work or not. But no harm to try and get back our registation fees as well. As we are really being cheated by such a big company.
If you are after 7 days of purchase, write a complain letter and cc to MCMC ask for termination of the service without penalty. I dont know this will work or not, but better than do nothing and continue paying $$$ and suffer for the slow connecting speed.
or visit the following website
http://ayusli.com/2008/02/terminating-maxis-broadband-account-part-1/
http://myceloteh.com/3gforum/viewtopic.php?f=7&t=14
ken
April 18th, 2008 at 1:06 pm
DO NOT even think about subscribing! i live in a what maxis calls, HISH-SPEED area. thing is… the damn broadband disconnects at an average of 5mins!!!! no kidding! i still have a few days left to “evaluate” this service. but ‘m sure i’ll disconnect it. rather get a landline and streamyx. 25 charge for land-line, 88 for streamyx. AT LEAST ITS STABLE! i mean seriously… how often do u literally walk around surfing the net??? mobility? cut the crap!
don
April 18th, 2008 at 6:38 pm
Its better you forget to use Maxis broadband because they’re really bad and mostly bad. Their service is just to take our money and make we suffer [mean suffer on browsing+downloading]. I got another option to terminate my maxis broadband, just call SKMM[MCMC], 1800-88-030, give your complaint.
Maxis Team
April 18th, 2008 at 6:46 pm
Dear Subscriber,
Thank you for alerting us about your experience with our Broadband service. We are deeply concerned that you are having a less than desirable experience with Maxis Broadband and would like to resolve this as soon as possible. In order to do this, we would very much appreciate it if you could register your experience in our feedback form, which can be accessed in the link below:
http://www.maxis.com.my/personal/general/p…eedback_new.asp
Select Issues : Broadband
Products : Wireless/Wired Broadband
Your completed form will allow us to contact you personally to help you resolve your issues.
Thank you.
Maxis Team
Feedback on Maxis Broadband? - …my cuppa iced coffee…
April 19th, 2008 at 11:24 am
[...] received a comment for my post “Terminating my Maxis broadband account - Part 1” yesterday evening from Maxis Team. Dear Subscriber, . Thank you for alerting us about your [...]
Ben
May 20th, 2008 at 11:40 am
Yea dont bother subscribing, i bought mine which is bundled together with the hp notebook, thank god i was looking for a notebook too otherwise my case would be almost similar. Really felt cheated to the max! So dont bother subscribing. At least streamyx aint that bad after all. We can only hope that maxis takes the same route like wat streamyx did in order to provide better connection and not something so crappy like now. Imagine downloading a file 70mb for the whole day, and yet i cant get to be downloaded successfully. sigh…
Aizat
May 26th, 2008 at 5:52 pm
Maybe you should my worst case than you on my blog. And i invited all of you who have problem with Maxis Broadband to lodge a complaint on fomca.org.my
Maxis Customer
July 28th, 2008 at 6:22 pm
A warning from one consumer to another:
DO NOT SIGN UP TO MAXIS BROADBAND!
If you love your kids, don’t let them use Maxis broadband.
Kids who surf slower, learn slower and with the added pressure from having an unstable internet connection and constant disconnection could lead them to having suicidal tendencies at such a young age.
IF YOU LOVE YOUR KIDS, SAY NO TO MAXIS BROADBAND!
Winz
August 4th, 2008 at 7:05 pm
question!!! monthly charge for my maxis bband is $138. but according to the latest bill, i have to pay extra $6 for “usage charges”.. why??? what is usage charges actually? issit SMS charges?
Awangku Yusli
August 4th, 2008 at 8:30 pm
To be honest with you, I have not looked at Maxis broadband since I terminated by account a few months ago. The only solution I can give you is to call Maxis Broadband Customer Service Hotline at 1-800-82-2000 and ask them why you are billed an extra RM6.