Is a painful process to talk with P1, the WiMax provider.
Before you sign up, they can promise you anything, but after you sign up, and you have problem with the network, you can't even get through their help line. It could be the same and common to all broadband providers here.
Before you sign up with P1, they allow you to trial for two weeks time, for a fee of $50, this is reasonable as for the $99 per month package. I heard from friends and Internet forum, the first two weeks trial will always fast and stable. After the trial period, is not always the case.
For my case, network problem (line drop) only happen after four months time. I call to the help line, they promise to give me some rebate for the few days that I was not able to connect to the Internet. The line drop problems still happen very frequently.
I decided to hold on my payment till P1 solve the network problem. The collection department call me personally, ask me for the late payment. I told them I am having network problem, they say network problem is the responsibility of the other department, they just call me to remind my late payment, but they will forward my problem to the responsible department. I received a dead line notice after this, but my broadband problem remain unsolved.
I just go to their HQ in a Saturday morning, and told their customer service that I am having network problem. First they check that I have reach the 20G usage quota (What! I don't even know that there is a 20G quota), so my bandwidth will be limited. The problem is I can't even connect at all! Later they found out that my line has been suspended, because I didn't made my payment. That's is one day before the payment dead line!
I keep complaining to the customer service, I didn't get a good service from P1, and P1 want to collect the full payment without solving my network problem. I encounter line drop very frequent and sometimes can't even connect to the internet. Seems like the earlier complain through the phone call doesn't seems to appear in their report system!
I still experience line drop and connection problem, after I clear my payment. I go to the HQ customer service for the second time, and inform them my problem. Their reply is, I have reach the 20G usage quota. After talk talk talk for a while, they told me that P1 network at my area is congested (Wow! New excuse). I look at the slogan that they put on the wall, "we are here to listen". Yes, I think they just listen and no action. I request for a rebate, and they agree. This is the second time they have agreed to give me rebate.
The network support give me a call, few days later. They told me that my problem is caused by the congested network in my area (Yes! I already know the problem), it will take them about one week time to solve the problem (they did solved it). My complain is, I can not use my Internet and I still have to pay for it. They agree (again) to give me rebate, this is the third time in my record.
Is already two months time after P1 offer me the first rebate, but I still don't see any rebate on my bill. I really feel very tired talking to P1. The holding company of P1, Green Packet just reported a higher net loss of RM27.9 million for the secod quater of 2009, compare with the net loss of RM4.9 million of the same quater last year.
Green Packet posted a higher net loss of RM27.9 million for its second quarter ended June 30, 2009 compared to the same quarter last year of a net loss of RM4.9 million.
In contrast, revenue grew 151.5% to RM56.5 million in the quarter.
The company said the net loss in the quarter was mainly attributed to heavy promotional activities and subscriber acquisition costs for the broadband business.
Is a heavy investment in telecommunication and broadband business, I can understand their loss, but they still need to improve their service. I really prefer P2 than P1, at lease P2 have the sexy Rachel Nichols.