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Mandatory Standards for Broadband Access Service starting 2008
by scamboy
July 10 2007 || 4:13 pm
News Articles Technology Wired Broadband Wireless Broadband 3G EDGE WiFi Fibre Optics The Local Loop Last Mile Service Quality Broadband Providers TM Net Streamyx MCMC (Malaysian Communications & Multimedia Commisi P2P DSLAM eB Technologies Klang Valley TMNet User Group

The Malaysian Communication and Multimedia Commission has released a mandatory standard for Quality of broadband service in Malaysia starting 1 January 2008.

Here are the conclusions(Applies to all ISPs):

  • 80% of installation orders must be fulfilled within 24 hours from the time and date requested by the customer.
  • 80% of service restoration must be completed within 24 hours from the time and date requested by the customer.
  • 90% of billing complaints must be resolved in 15 business days of receipt of the complaint.
  • Network latency to the nearest edge node(BRAS), shall be no more than 85ms(95% of the time)
  • Bandwidth utilisation between the user and the nearest edge node of the regional broadband network(BRAS) should be no less than 80% of the subscribed level(95% of the me)-it means local sites will load faster
  • Packet loss should not exceed 1% between the user and the nearest edge node of the regional broadband network(BRAS)

BRAS-Broadband Remote Access Server

On top of all theses mandatory standards, all ISPs must produce a report to MCMC every six months.

Mandatory Standards for Quality of Service(Broadband Access Service)-PDF file

The question is:

  • What if the customers are still not satisfied on the service offered? (MCMC will be judging the service based on the report produced by the ISPs, what about consumers?)
  • Do I still pay RM77 when service is always not available, or when the technical guy is taking his sweet time to come over to my place?
  • What happens to the ISPs if the mandatory standards are not fulfilled?
  • Why “best effort” still remains? Does MCMC support these terms?
  • Why wait until January,2008? Does it mean that we will suffer until then and no action can be taken on the ISP?

Comments are most welcomed.

Update: You can read more on this at : http://forum.lowyat.net/topic/486176

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July 10 2007 || 4:13 pm
thamkengyew said..comment

we should pay 80% of the RM77 95% of the time.
ha ha..

July 10 2007 || 4:13 pm
Josh Lim said..comment

Thanks, great post! The ISPs should produce a report to the MCMC not every 6 months, but every 1 month or quarterly. It’ll be very hard to measure progress or maintain pressure if reporting is just twice a year.

July 10 2007 || 4:13 pm
JQ said..comment

I agree with that the report should be given monthly in order to address problems faster.The bad thing is that this mandatory standard should start now and not wait until 2008.

July 10 2007 || 4:13 pm
scamboy said..comment

Thanks Josh..

Well, i think that MCMC should also get feedback from consumers every 6 month on top of this.

Doing a survey among 1,000 internet subscribers will describe the problems faced by millions of internet users in the country.

July 10 2007 || 4:13 pm
Noorizam Shah said..comment

I agreed too.

July 10 2007 || 4:13 pm
Ced said..comment

Few quotes from this document:

“Boradband access service” means an always-on bandwidth service that has minimum downstream capacity of 256Kbps.

My take: This is going to cost TM NET a hell lot of money to change all their advertisement campaigns. Even my so called 1Mbps Streamyx is not able to sustain 256Kbps. Hail TM NET!

“The number of customer complaints shall not exceed 50 complaints per 1000 in a 12 months period”

My take: That’s 5% customer complaints limit. Who bet our beloved TM NET is going to break the limit before end of the 1st month? Sadly, we won’t know about it before 2009. I wish I was that patient…

“Annual network service availability shall be 99.9% for all users”

My take: that amounts to 8-9 hours max of downtime per year. Shall I say more?

“Standard end user equipment configuration is a personal computer with the equivalent of a 1Ghz Pentiun IV with 256Mb of memory”

My take: don’t tell me they are serious about that one?! Are they going to use this as an excuse for their mistakes? Any computer with an ethernet port or wifi connection is good enough. Only restriction on modem capabilities should be mentioned. PDA, PSP, DS, other gadgets or old computers are fine. Geez, my down stairs internet cafe can even shut down (they run oldies with Windows98, eh).

July 10 2007 || 4:13 pm
Jason said..comment

I agree that TMNut will exceed 50 complains within one month. I experience one or two WHOLE days downtime nearly once every month and it’s frustrating when I need Internet access to look for information to get my assignments done.
MCMC should make it mandatory for reports at least bi-monthly instead of only twice a year.
“we should pay 80% of the RM77 95% of the time.” This is the best suggestion I’ve heard so far.

July 10 2007 || 4:13 pm
Alex said..comment

If the formula that is printed on the PDF is true, total down time per year for an ISP in Malaysia cannot exceed 9 hours a year. Now, my question on this is “What will happen if the ISP breach this criteria?”

July 10 2007 || 4:13 pm
AverageJoe said..comment

What will happen if the ISP breach this criteria? I bet they will get away with it!

July 10 2007 || 4:13 pm
t3ngf0ung said..comment

The popularity of Streamyx…

It’s been quite some time for me being as an ex-Streamyx user, since I shift to my new house where telephone cable had been stolen and make me couldn’t surf Internet at home anymore. Half a year had passed, but I still remember how “…

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