The Communications and Multimedia Consumer Forum of Malaysia (CFM) has revealed that most telco customers were not satistied with the quality of their Internet speed during the movement control order (MCO).
The finding is based on an online poll that CFM conducted back in July to gather feedback from users about their Internet connectivity plan.
Approximately 209 respondents from all over Malaysia responded to the poll where most shared that they faced more than one issue related to the quality of their indoor network coverage and that no significant improvements were made even after complaints were lodged. CFM indicated that three in five Malaysians were not experiencing the Internet speed that was promised by their telco providers.
CFM chairperson Datin Mohana Mohariff said consumers should not have been facing such issues particularly during the MCO period.
“We conducted this poll during the recent MCO, when everyone was highly dependent on Internet connectivity to work from home and stay connected. This issue should not happen as telcos have promised to provide the service as subscribed and should be more proactive in improving their services,” she said in a press statement.
In the poll, users were asked to indicate if they were facing one or more of five specific issues, such as having to go into town for network coverage due to absence of telecommunication tower in the area (option A) or whether a lack of signal at home has forced them to leave the house for connectivity (option B).
Most users chose option C to indicate that their Internet speed did not measure up to the speed promised by service providers. Users also responded to option D, where complaints had been lodged about the issues they were facing yet no action had materialised. The rest of the respondents indicated other issues.
Mohana said CFM is working with the Malaysian Communications and Multimedia Commission (MCMC) to tighten the provisions of the General Consumer Code (GCC) to protect consumer rights.
“Some of the topics that will be reviewed in the GCC are the service contractual terms and conditions, to provide a critical information summary, and more attention to consumers with special needs,” she added.
Consumers are also encouraged to reach out to their telcos with their complaints by providing detailed information about the issues that they are facing.
If the problem is not resolved, then consumers can file a report to CFM via an integrated portal with MCMC.
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