CYBERJAYA, 5 OCT 2020 – The Celcom network disruption that started around 3.00 pm yesterday left many consumers nationwide unable to access voice and data services.
According to the media statement issued by Celcom, the technical issue has been resolved and service has been gradually restored. As a token of appreciation, Celcom will not deduct data usage from the allocated quota of all its affected users from 6.00 PM until 12.00 AM yesterday. Subscribers from other service providers use Celcom’s network such as XOX, Yoodo, redONE, ALTEL as well as Unifi mobile for areas without TM 4G coverage were also affected and could receive similar offering.
“The Communications and Multimedia Consumer Forum of Malaysia (CFM) sees this as not just an issue of offering free data for the inconvenience but rather that consumer’s need reassurance that such disruption should not be occurrence. Consumers should be notified immediately if they are facing service disruption,” said Deputy Chairman of CFM, Mohamad Yusrizal Dato’ Yusoff.
“Besides that, we also saw various issues reported by consumers on social media such as not being able to complete online payments, unable to contact family members, while also affecting the experience of riders of e-hailing services as well as the source of income of their drivers. It has affected the consumers’ daily affairs as many people are reliant on the telecommunication services in this new normal,” he added.
CFM always encourages consumers to lodge complaints to their respective Telcos by providing detailed information about the problem they are facing. If the issue is still not resolved, consumers can then lodge a report to CFM via MCMC integrated complaint portal with MCMC at https://aduan.skmm.gov.my/.
The Communications and Multimedia Consumer Forum of Malaysia (CFM) were established and designated by the Malaysian Communications and Multimedia Commission (MCMC) in February 2001 as an industry forum under Section 189 of the Communications and Multimedia Act 1998 (CMA). It is a platform for the industry and the consumers/public to make coherent and constructive contributions to service improvements and policy developments.
CFM is tasked with, amongst others, to promote the growth of Malaysia’s communications and multimedia industry and the protection of consumer interests by fostering the highest standards of business ethics and behaviour through industry self-governance. CFM also facilitates complaints redress on communications and multimedia services.
If there are any unresolved complaints regarding communications and multimedia services, consumers are welcomed to submit complaints through:
(integrated system with MCMC)
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