Telekom Malaysia restores broadband services after nationwide disruption

Multiple fibre cable cut incidents affect unifi, Streamyx, unifi Mobile and wholesale services
Fibre Cable

Telekom Malaysia (TM) services namely unifi, Streamyx, unifi Mobile and wholesale services (including Maxis fibre broadband) suffered disruptions across the Central, Northern, Eastern regions, Sabah and Sarawak since 11.00pm, 17 November 2018. The disruptions were reportedly due to multiple fibre cable cut incidents by third party contractors in Sentul working on the MRT project and the Sabak Bernam West Coast Expressway (WSE).

TM took immediate action as soon as fault reports were lodged. While it replaced severed cables, it optimised the network by rerouting traffic and services were fully restored at 6:00AM, Monday, 19 November 2018.

STATEMENT FROM TM
19 NOVEMBER 2018

Telekom Malaysia Berhad (TM) wishes to notify that our unifi, Streamyx, unifi Mobile as well as Wholesale services in Central, Northern, Eastern regions, Sabah and Sarawak have been disrupted since 11:00 p.m, 17 November 2018 due to multiple fibre cable cut incidents by 3rd party contractors in Sentul and Sabak Bernam.
We took immediate and necessary actions as soon as we received the report and the services have been fully restored at 6:00 a.m., Monday, 19 November 2018.
We apologise for any inconvenience caused by this and would like to thank customers for their patience and understanding during the affected period.
For any enquiries, customers can reach out to us via Live Chat at [email protected] app or unifi.com.my/chat, tweet us @helpmeunifi or message us at facebook.com/weareunifi.

In a follow-up statement, TM said it has highlighted the issue to the local authority council to prevent an incident like this from recurring. It will be taking necessary actions against the contractors.

STATEMENT FROM TM
19 NOVEMBER 2018

Following our alert yesterday on the service disruption which affected our unifi, Streamyx, unifi Mobile as well as Wholesale services in Central, Northern, Eastern regions, Sabah and Sarawak since 11:00 p.m, 17 November 2018, Telekom Malaysia Berhad (TM) would like to clarify that the disruption was attributed to multiple fibre cable cut incidents due to the ongoing road works by MRT 3rd party contractors in Sentul and Sabak Bernam West Coast Expressway (WSE) contractors in Sabak Bernam.

Our technical team started work on the affected cables as soon as the fault report was lodged.

We would like to update that while the fibre cable cuts repair and replacement works are still underway, we have optimised the network by rerouting traffic and fully restored the services affected at 10:00 a.m. today so that the internet experience is back to normal.

Meanwhile, we have highlighted this issue to the local authority council to prevent this from recurring and we are taking necessary actions against the contractors.

We apologise for any inconvenience caused by this and would like to thank customers for their patience and understanding during the affected period. Rest assured that the services will be back to normal upon completion of the restoration activities.

For any enquiries, customers can reach out to us via Live Chat at [email protected] app or unifi.com.my/chat, tweet us @helpmeunifi or message us at facebook.com/weareunifi.

As a TM or Maxis Home Fibre Broadband customer, you should see internet speeds back to normal.

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Header image: CBS News

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