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TROUBLESHOOTING : ‘INTERNET SERVICE DISRUPTION’

 

Have you ever experienced internet service disruption?

‘Slow connection, connected but no internet access, connected but slow browsing speed’?

Do You Know? You Can DIY or troubleshoot by yourself?

“Keep scrolling to know more…”

* * * * * *

SELF-HELP TROUBLESHOOTING TIPS
1 You must ensure that your account is active.
2 Please check your internet connection whenever applicable and ensure that the cable, USB port and so on are properly connected.
3 Be as specific as possible when outlining the problem to your service provider. For example, “down” may refer to several scenarios such as slow connection, connected but no internet access, connected but slow browsing speed, and abnormal device (modem/router) status light.
4 You may refer to the service provider’s website for self-help troubleshooting guide (if available) and service FAQ.
5 If the problem persists, call your service provider for further assistance.

 

WHEN THE COMPLAINT IS MADE TO THE RESPECTIVE SERVICE PROVIDER
1 You need to indicate the types of internet connection issues (intermittent connection, unable to access the internet at all, slow connection or unable to browse certain websites).
2 You need to inform the service provider about the types of connections (wireless or direct connection).
3 In the event that the direct modem connection is used:

  • Firstly, you need to check the cabling. If the problem persists, you will be required to try another cable.
  • The service provider will determine whether an in-house service visit is necessary if you are still facing the problem.
4 In the event that the wireless connection is used:

  • You need to inform the service provider whether the signal strength is strong or weak.
  • If you receive strong wireless signal, the service provider will have to check the volume quota amount and account status i.e. active or suspended.
  • If there has been no issue relative to your account and volume quota, you will be requested to restart the device.
  • If the problem persists, the service provider will determine if an on-site visit is necessary.

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~consumerinfo.my :: another website by Communications & Multimedia Consumer Forum of Malaysia (CFM)~

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