Residents frustrated to the max over network issues in Kulim

 

Maxis says it has taken steps to rectify internet problems faced by its customers in Kulim, Kedah.

KULIM: Several residents in Taman Sri Seladang and Taman Kulim Square here in Kedah are losing their cool after continuing to experience network issues that are affecting their daily lives, especially during the Covid-19 pandemic.

Terence Gasper, who stays in Taman Sri Seladang, said several complaints had been lodged in the last two months but nothing had been done to fix the issue, adding that internet access is so vital during this period.

“There are two cell towers in both areas. I called Maxis several times and when I finally got a reply, I was told that one of the cell towers in the area was all right while the other was improved in April and there were no plans for any further improvements.

“But nothing has changed. We are still experiencing really slow internet access,” he said.

Gasper said it was frustrating for him and his neighbours as the signals on their phones would show that there was a 4G LTE network but the download speed would be below 10 megabits per second (Mbps) and upload speed below 1 Mbps.

“I can’t even access my web browser or send a simple screenshot on WhatsApp. A 4G LTE network is usually around 20 Mbps for download speed and an upload speed of 10 Mbps. We certainly aren’t getting our money’s worth,” he said.

On behalf of his neighbours, Gasper decided to take matters into his own hands by reaching out to the Malaysian Communications and Multimedia Commission (MCMC) for help.

He said he was grateful that a representative from the MCMC came to the area to see what was going on.

“It was confirmed that we have a severe network problem and the speed was way below par. MCMC has reached out to Maxis and, hopefully, this can be resolved. We need Maxis to be clear on what they are going to do to solve this issue,” he said.

Taman Kulim Square resident John Paul said the network issues had been ongoing since last year and after so many calls, nothing had been done to improve the situation.

Working in the airline industry, Paul said he had to work from home since the Covid-19 pandemic and it had not been easy.

“Whenever I attend a conference call, I need to drive my car away from my neighbourhood just so that I can get a better network. It’s really embarrassing,” he said.

Paul said he had no choice but to use Maxis as it was his company’s corporate line. He said even if his company’s corporate line provided him with unlimited data, he could not use it at all in his neighbourhood.

“I have to purchase additional data from my personal service provider so I can use it as a hotspot for work.

“Maxis really needs to upgrade its cellular towers to improve network issues. We are still paying our phone bills every month. They should give us the best service that they have promised us in our phone plan.”

Another Taman Kulim Square resident, Mohammad Farhan, said the network issue had affected the schoolwork of his four children.

He said since the implementation of the home-based teaching and learning (PdPR), sometimes teachers would need their students to send pictures and videos but, with the slow internet, it was hard for his children to do it.

“Based on the network map from Maxis, our areas support 4G-LTE coverage, but our internet speed is not even at 3G level, what more 4G-LTE,” he said.

Farhan said reaching out to Maxis was also hard as he would wait for half an hour, only for the phone call to be disconnected.

“This is really frustrating. Maxis should really be specific with what they have done with their network upgrade because coverage is really bad over here,” he said.

When contacted by FMT, Maxis said they acknowledged the recent inquiries received through their customer service hotline from those residing in Taman Kulim Square and Taman Sri Seladang.

“Rest assured that we have carried out further initiatives to enhance network experience in Taman Kulim Square, including immediate network-tuning done in May and realignment of the radio antenna in the first week of June.

“From these initiatives, we are pleased to note that there has been an improvement in coverage as well as an increase in average download speed,” it said.

The company said it was currently engaging with their customers to get more feedback on the improvements that have been completed.

“We are committed to addressing any concern that our customers have to ensure they always have an optimum network experience,” it said. - FMT