We sent an email to the VP of group corporate communications in TM to get a status update on what caused the 30 minute nationwide outage of all its broadband services including sister company’s Celcom broadband service.
We didn’t get a reply.
Instead tucked in an obscure corner of their website, TM has put up a short and condescendingly generic announcement apologising to its subscribers for the service outage. Not a single sentence in the announcement even attempted to vaguely explain what had cause the outage.
What it does mention is that “restoration works are already in progress and services in some areas have been restored in stages“. In addition to that, “TM is currently monitoring the situation and will make further announcements on the progress of the restoration works“.
The announcement didn’t indicate any timeline upon which TM hopes to complete the “restoration work“.
Once again the nation’s self proclaimed number one broadband provider has kept its over one million subscribers in the dark.
Here’s what other Streamyx subscribers are saying… #StreamyxSucks
Dear TM, more than an apology, we all deserve an explanation.
(Update 1134hrs 16042010) Got a reply from TM. They said that they will continue provide updates via announcements on TM website. Here’s the latest announcement, TM says broadband services have been fully restored and measures have been put in place to ensure that service is not interupted.
Based on what we know, we’re pretty sure the outage is beyond a DNS failure and could be something else. What it is,TM won’t tell us.
Although there have been reports that service has been restored about half an hour after the outage was detected, TM states that restoration process is still ongoing in stages.
We’ve resquested an official response from the group corporate communication deparment on TM on this outage and will update you as soon as we hear from them.
Our public Twitter timeline is lighting up like the 4th of July right now.
Massive complaints on Streamxy and
HSBB UniFi subscribers not able to connect to the Internet. Apparently TM‘s broadband service was down as early as 1730hrs
We can’t verify is this is a nationwide outage or if it is multiple instances of isolated casses but by the sheer number of complaints we’re seeing it looks like it is a major outage.
Updates as we get them.
(Update 1759hrs 15042010) Getting reports that Celcom broadband is down too.
(Update 1821hrs 15042010) TM replied via Twitter that “they have escalated the issue to the relevant parties and will update accordingly“. We shall wait diligently for those updates. Stay tuned!
(Update 1821hrs 15042010) Looks like this will be our final update on the Streamyx and UniFi HSBB outage. Twitter timeline reporting both services are up including Celcom. From our estimates, it looks like the nation’s largest broadband provider was out of commission for over 30 minutes.
Even if the service was down for a seamingly short period, the question is, what caused the outage and has enough measures been pun in place to prevent it from happening again?
30 minutes can mean a lot of money for businesses that rely on TM for their Internet. Not to mention the number of Celcom broadband users who were also affected.