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Stock photo of Bernama for illustration purposes.
KUCHING: Telekom Malaysia Berhad (TM) regrets its error on its website and brochures showing an upload speed of 200 Mbps for the recently launched broadband package with a download speed of 500 Mbps.
In a statement today, the telecommunications company said there had been no change to the upload speed settings for the broadband packet.
TM is being investigated by the Malaysian Communications and Multimedia Commission (MCMC) in light of consumer complaints regarding the matter.
“We will provide our full cooperation to MCMC in their investigation. We would like to reiterate that there have been no changes to the upload speed settings for the new unifi 500Mbps package, ”TM said.
According to TM, the 200Mbps upload speed was a “bug” and they have updated their website, Frequently Asked Questions (FAQ) and brochures.
The plan’s offer change had prompted complaints from consumers, especially among those who had signed up before the correction was made.
“Fixed a bug in the upload speed of our 500 Mbps packet indicated in the FAQ, the unifi portal and the brochures of September 2, 2020.
“The correct upload speed setting for 500 Mbps is 100 Mbps instead of 200 Mbps indicated in the previous version of the FAQ, the unifi portal and the brochures,” explained TM.
TM also apologized for any inconvenience caused and assured its customers that all of its channels, including the website and marketing materials, had been updated to reflect the correct information.
“We want to update that all customers are still within the 30-day trial period, as we presented the package less than a month ago on August 24th. Therefore, customers can choose not to continue with us without any penalty.
“We will call customers who have subscribed to the 500Mbps package since August 24 to inform them of the error and the options available from Monday, September 21,” he said.
TM also assured its clients and stakeholders of its commitment to consumer rights and protection.
The company added that it will remain transparent in informing its clients while adjusting its processes to ensure that the problem does not recur.
Earlier today, MCMC said it had launched an investigation into consumer complaints regarding reduced upload speeds for TM’s 500Mbps Unifi fiber broadband plan.
The new 800Mbps and 500Mbps Unifi package was released last month with an upload speed of 200Mbps for both plans, however the upload speed for the 500Mbps option was changed to 100Mbps on September 2.
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