If you’re not already experiencing or aware of it, Maxis Fibre Internet (FTTH or Fibre-to-the-home) users have reported that service is currently facing some major disruptions. Astro IPTV subscribers are facing similar issues too as it’s delivered via Maxis Fibre as well.
The issue was first reported on Maxis’s Facebook page on the 11th of January but at least one other user, who posted after that, complained of seeing the disruption the day before. As shown in the screengrab of the Facebook conversation below, Maxis currently does not have a timeframe for the rectification process and is not able to confirm when the issue will be resolved:
According to the feedback from users, the disruption seems to have hit JB, Melaka, Sungkai (Perak), Bayan Lepas (Penang), and of course Klang Valley. This could mean that the issue may actually affect every location that FTTH is available.
Apart from venting their frustrations on the Maxis Facebook page, users have also taken to forums, including Maxis’s own, to air their grievances. On Lowyat.NET, the first reported instance came in yesterday and that particular user began experiencing it on Sunday, Jan 11th. In the usually active Twitterverse, things were unusually quiet and the first confirmed incident only came up yesterday, with the Maxis representative confirming that the technical team has detected a slow browsing issue for FTTH users at random locations, and that rectification work is currently in progress.
Till now, Maxis has yet to issue an official statement on the matter and there’s still no official explanation why; which is evidently turning users impatient. The silence this time around is a far contrast to the way Maxis handled the mobile services disruptions in multiple locations in Sarawak, just a few weeks ago. They posted an official statement to inform users of the issue and even posted a follow up when the issues were resolved.
For the time being, workaround such as changing DNS does not seem to have any effect but oddly VPN to international server is fine. VPN to Malaysian servers on the other hand is still bad. The problem mostly affects browsing, but some users have claimed that YouTube works (though others beg to differ) along with torrent too. One user even went as far as trying out the service, on 3 different browsers (IE11, Firefox, and Chrome), on 3 different devices (laptop, tablet, and smartphone), and even rebooted the modem and router multiple times. The user also performed a speed test, using Maxis’s own tool, which showed impressive results but the browsing was still bad.
We’ve already reached out to our Maxis contacts who then promptly arranged for a customer service representative to call us back. At the time of publish, we’re still waiting for the call.
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