Rise in complaints for telecoms services


MCMC chairman Dr Fadhlullah Suhami Abdul Malek said the complaints shot up because of the lockdown as more people were working from home.

PETALING JAYA: The number of complaints for Internet and mobile services has shot up since the beginning of the year by three-fold and topping the list of complaints is poor coverage for 4G/LTE networks.

This is followed by no coverage for 4G/LTE, service disruptions/downtime, complaints about Internet connection and speed, and poor coverage for 3G services.

The overall network complaints from January to June rose from 14, 531 to 44, 693, respectively. Although the lowest point was April with only 7, 458 complaints, it rose subsequently.

These are complaints received by the industry regulator for services provided by Celcom Axiata Bhd, Maxis Bhd, Digi.com Bhd, U Mobile and Telekom Malaysia Bhd for its Unifi Mobile.

The player with the least number of complaints is TIME Dotcom Bhd, according to statistics provided by the Malaysian Communications and Multimedia Commission (MCMC).

These are complaints received by the industry regulator for services provided by Celcom Axiata Bhd, Maxis Bhd, Digi.Com Bhd, U Mobile and Telekom Malaysia Bhd for its Unifi Mobile.These are complaints received by the industry regulator for services provided by Celcom Axiata Bhd, Maxis Bhd, Digi.Com Bhd, U Mobile and Telekom Malaysia Bhd for its Unifi Mobile.

MCMC chairman Dr Fadhlullah Suhami Abdul Malek said the complaints shot up because of the lockdown as more people were working from home.

However, he added that the overall complaints were already on the downtrend prior to the recent lockdown.

“We anticipate that we will not see many complaints as we develop the second and third phases of the Jendela plan, ’’ he told a media briefing yesterday.

He said although there were complaints, the service providers were responsive and there would be no penalties imposed as each player was optimising their network and providing new towers and infrastructure.

The complaints are mostly in the urban and suburban areas, he said.

The top districts with the most number of complaints were Johor, followed by Petaling, Kuala Lumpur, Seremban, Klang, Kuching, Kuantan and Kota Baru.

Asked if some chunks of the 700MHz spectrum could be allotted to the mobile players to help them increase and improve rural and indoor coverage for better quality of services and limit the number of complaints, Fadhlullah said the 700MHz spectrum was only meant for 5G deployment.

He said the players have been very supportive in helping the country achieve Jendela’s aspiration so that the wider population can be connected.

“The industry has worked very hard on achieving the (Jendela) targets, ’’ he said.

On Jendela’s second-quarter (April-June 2021) performance, he said that up to the end of June, there were a total of 6.049 million premises passed with Internet and the mobile broadband speed reached 26.03Mbps.

With all those efforts, 4G coverage has reached 93.77% as at end-March, a few notches lower than Jendela’s year-end target of 96.9%.

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