A. If your Internet doesn't work, try re-setting your modem:
1. turn off your modem,
2. unplug the power and RJ11 (telephone cable),
3. unplug the RJ45 (thick LAN cable from your computer to the modem),
4. wait a few minutes (in the old days I was asked to wait 30 mins but nowadays I don't think so!)
5. plug in the RJ45,
6. plug the modem power / turn on modem and plug in the RJ11,
7. Go to your Start Menu... Settings... Control Panel... Network & Sharing Center*
8. Make sure your computer (left) is connected to the Dialer (middle) is connected to the Modem (right). The double lines should not have an "X". If there is an "X" after about 5 mins, you either have no connection or unstable connection.
9. If this still doesn't work, try to repeat the steps above but AFTER Point A(6), use a pin to poke the RESET button behind your Modem.
* for Windows Vista.
B. Send proof of your Internet zero connection or unstable connection to TM Net:
1. Open Firefox / Chrome / IE and go to http://speedtest.tm.net.my. This test - if you are connected to the Internet - is logged by TMNet everytime you test your speed.
2. Take a screen shot (press Ctrl+PrntScrn) and save it as a JPG etc (use Windows Paint, Photoshop etc) and save everything including the time stamp in the lower right hand corner of your computer screen.
3. Email both help@tm.net.my and help@tm.com.my as soon as possible. Include:
* Your username (without the @streamyx part) e.g. "upsetguy" (if your streamyx email is upsetguy@streamyx.com)
* Your full name as per IC,
* Your mobile number,
* Your Service No (usually 03 followed by your 8 digit TM fixedline / phone number referenced on your TM bill),
* Your full address where you're having this problem,
* A short description of your problem e.g. "From about 2-6/11/10 Zero connection, 6/11/10 4:01am Speedtest 0.6Mbps UL then unstable, 7-11/11/10 Zero connection."
* Any attachments including these snapshots from Part B(2) as proof.
4. If you do not have Internet, make sure you have between 20-40 mins (in my experience between Q1 and Q4 2010), call 1-300-889-515, provide the details in Part B(3) and provide a brief description of your trouble-shooting attempts as per Part A(1-9). Make sure that you get a report number specific to your Service No and Address and ask if:
* they will contact you,
* who you can talk to followup this problem in the future.
The best thing to come out of this is that you will learn about specific settings in your Windows version, learn about IP (if it's set to auto or forced) and DNS, and you can trouble-shoot for yourself in the future. A note about trouble-shooting: always take notes preferably not stored online / email account so it's easy for you to refer if your Internet's down in the future.
Good luck!
P/S: I will be blogging on my two (2) successful attempts at getting a rebate for Streamyx down between Q1 and Q4 this year soon. Stay tuned...
Talked to some Streamyx technicians today and learned that:
ReplyDelete1. They recommend a Streamyx Manual Dialer* instead of an auto-dialer, so trouble-shooting broadband / internet connection can be made more efficiently.
2. They recommend a non-Telekom 3rd Party speedtest (http://www.speedtest.net) with the "Seri Kembangan" Telekom server to stress-test the Streamyx connection.
* HOW TO SET UP A TELEKOM / STREAMYX MANUAL DIALER
Windows XP: Start Menu / Settings / Control Panel / Network Connections / Open or in the lower right Tray Icon, right click the double-monitor icon "Network Connections" and follow these steps:
1. If you already have a manual dialer, you'll see "Broadband Connection" or "WAN Miniport (PPPOE)" icon, right click / Status, and you'll see whether it's connected and average throughput (speed).
2. If you don't have a manual dialer, in the left hand panel "Network Tasks", click on "Create A New Connection" / Next / Connect To Internet / Setup My Connection Manually / Connect Using A Broadband Connection That Requires A User Name And Password / name it something like "Streamyx Manual Dialer 29Nov10" / [put in your Telekom service number "03xxxxxxxx"] / User Name [myusername@streamyx] and Password and you're all done. If you see it come up as a Manual Dialer and NOT under Broadband, then you actually already HAD A MANUAL DIALER setup so please delete this Connection and refer to point #1 above this.
For Windows Vista / Windows 7, follow these steps (http://www.howtogeek.com/howto/windows-vista/quickly-open-network-connections-list-in-windows-vista/) and open "Network And Sharing Center" and follow the steps similar to above.
In the question of choosing a basic Streamyx vs. fixed-IP Streamyx, a fixed (static) IP address is always more expensive but will give you a better chance of more consistent connections. But nowadays with more consistent and available broadband in the Klang Valley (Kuala Lumpur, Petaling Jaya, etc), a normal 1 Mbps Streamyx package allows you to (dynamically) obtain IP and DNS automatically, and most importantly allows you to use 1 or more than 1 computer at the same time so it's much better for most home users. Of course if you have so many people downloading huge chunks of data and stuff off the internet, maybe you should opt for the 4 Mbps Streamyx or even better the 5 Mbps+ Unifi.
ReplyDeleteMind you, once you have signed a minimum 1-year contract for Streamyx, you cannot convert to Unifi. So if you don't have a contract with Streamyx yet and foresee huge downloads or sharing and can afford it, go Unifi. But consistency issues with that, in my limited knowledge, is still a much uncharted territory. Google it and good luck!