Some existing users are exasperated that they have yet to enjoy the higher broadband speeds promised by their service providers. — GLENN GUAN/The Star
Earlier this month, Communications and Multimedia Minister Gobind Singh Deo announced that local telcos such as Telekom Malaysia, Time, Maxis and Celcom have introduced more affordable entry-level fixed broadband plans with the implementation of Mandatory Standard on Access Pricing (MSAP).
Some telcos have not only reduced the prices but also significantly upgraded the speeds as well. The move is in line with the government’s initiative to ensure that more Malaysians will have access to affordable high speed Internet.
However, the Communications and Multimedia Consumer Forum of Malaysia (CFM) has issued a statement saying that consumers are complaining about the new broadband plans through its social media channel.
“This review in pricing is new to all subscribers and consumers, and I believe, they did not get sufficient information of the new prices, speed and the details of the terms and conditions. As the consumer forum on telecommunications and multimedia services, we continue to engage actively with our members (service providers) for the right information to be shared with the consumers,” CFM chairman Mohamad Yusrizal Dato’ Yusoff said in a statement.
CFM has prepared a guideline, including answers for questions such as “When will the new rates start”, “Are the reduced packages available for existing consumers?” and “What can existing consumers do if they do not wish to upgrade?”.
The CFM also wants consumers to take the initiative to find out if the new packages will extend their contracts or include downgrading fees. They are advised to contact the service providers for clarifications.
CFM shared that it has also received complaints on issues regarding broadband speed and lack of coverage. It hopes that consumers can explore other available options and make a more informed decision before committing to a plan.
“In Malaysia we note that there are so many options available to the consumer. We have different packages of wireless and satellite broadband. We should be smart in choosing the best option for us by knowing our type of usage and level of consumption,” it said.
CFM also said that it will continue to monitor the situation.
