When a nation only have one internet service provider, usually their biggest problem will be customers services and second coming by internet speed. We already know internet speed is already fed up problem haunted to many of us not seeing Telbru taking action, especially in those priorities oil & gas business and industrial areas hardly getting 2Mbps. I worked in Anduki area for coming four years without seeing a single action bother to allow them getting 5Mbps until now.
I do had a lot to say about their speed but now I needed to talk about their customers services. While I don't get a lot dealing and calling 121 to solved internet problem for months. Only this April, a few site office I have to go and deal with it personally because Telbru system have done something silly.
No one know for sure if the company went through a new transformation for the customer supports area. I am not impressed by how they deal with technical issues with confusing way and not to mention taking even longer time to response. This is indeed getting more nightmare than ever.
One of the trouble cases is dealing with no internet at one of site office. I found we can't get any IP address from Telbru exchange system. Phone line working and swapping another modem still not working. So I asked the person in charge to call 121 hotlines on Friday. I already expecting the technician won't come on Saturday so I was hoping on Monday. Yes, it comes in at 5.30PM and can't do single shit because he is a rookie without senior accompany.
Again, we have to wait until next morning. He brings in the senior and get the work started. My person in charge calls me and say they tested the internet is fine directly connect using their laptop and network tool. They say our modem was fine and probably it's our router problem. Now, this is when you shouldn't let these Telbru technicians run off until you tested personally if it really the case. My person in charge made that mistake letting them run off after finding the internet still not working connecting to our systems.
This whole thing pisses me off that it delay our company performance and business, yes my mistake as well not over seeing personally had to attend other site office. Of course, before you going to fire off on someone. You have to investigate again and making sure if they are right. I did few cycle test on three desktop, one laptop and direct to wireless router, not a single one internet working.
I made 121 calls to reopen the case and asked those guys to come back for retest. The internet did indeed working when using the rookie laptop. The question is why only his? If the internet truly working, any desktop and laptop or normal and wireless routers will eventually works without problem. This problem is a bit new to me. But at least he smart enough to call the Telbru HQ for assistance. To waste no time, I have to took over and chat with the female on the phone to understand whats going on.
The conversation eventually went far confusing when she asked me if I want to choose the modem setting only connect directly to the PC or router to get internet. Seriously? What the fuck, another rookie? Otherwise, you won't expect this kind of silly question.
Patience, I just request her to do whatever it can release and renew the IP from their system side to see the result. Luckily it work straight away. Again, I stop the rookie trying to walk off during the testing until everything are certain working.
It really disappointed this whole situation have to wasted so much time and days fixing just a IP address issue. I don't want to blame the rookie for inexperience, but it is unacceptable the senior toss him alone to deal with us without proper guideline troubleshooting internet problem when I have to be the one telling him what had to be done.
Even yesterday, I made a call to Telbru for require assistance configuring the all-in-one modem. From operator transferring me to technical specialize, suddenly telling me he doesn't know and needed transferring to another specialize. Yet again who doesn't know passing to another one ended up not able to give me an answer and asked to wait for a call back. Three technical specialize who doesn't know the modem configurations raise a serious question who responsible putting them there in the first place.