Being a 14-year loyal customer with M1 Fiber broadband service, I get so frustrated and extremely disappointed on M1 broadband promotion for the existing customers upgrading from 500 MB to 6 GB.
Here is the detail:
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On 22-Jan-2025, I received M1 promption email and asked me to re-contact. I expect I would have the new 6 GB Internet connection smoothly as before and recontacted my 500 MB to 6 GB, however, my nightmare starts.
- Fighting with their buggy website for many times, I even came back to M1 shop but was told it can be done only online, I finnaly managed to recontract my existing 500 MB to 6 GB on 24-Jan-2025
- TP-link router delivery delayed and re-scheduled, I received the TP-Link router after resceduled appointments again and again
- First installation failed before Chinese New Year, the technician said it was due to their backend issue. I accepted their apologize and allowed they rescheduled to 08-Feb-2025
- Second installation still failed on 08-Feb-2025, the another technician said it was still due to their backend was not ready. I called M1 hotline many times, since their hotline becomes automachine-answering now, not human-friendly, and later on, talked to many customer support offices, repeating my case again and again for each person: a customer support guy, a lady claimed as a technical support, the other customer support Michael and then escalated to their customer support manager...
- After escalating, their customer support manager Melody answered me. During the conversation, I had to repeat my case again and I warned them:
1) Record down all of details on my case so that I don't need to explain it to M1 again and again
2) Double check their backend service and ensure my service was fully ready before the 3rd appointment
3) The 3rd appointment of ONT installation would be the final chance I gave to M1, Chinese saying - "事不过三"！
- On 10-Feb-2025, Melody called me back and guaranteed she had checked with M1 backend and everything was in order and ready; and she understood the 3rd appointment was the final chance for M1 to install successfully at my home. I agreed the 3rd appointment on 15-Feb-2025
- The 3rd installation failed at 5:00 PM on 15-Feb-2025. The same technician (at the first time) came again and explained he can not make the 6GB connection active since the backend was still not ready. He rolled back to 500 MB and the Internet connection was working on 500 MB speed at that time
- I called M1 hotline at 6:00 PM on 15-Feb-2025 and after explaining my case again to one of customer support guys, the other customer support manager A.J. answered my call after more than half an hour waiting time.
- A.J. tried to push the issue to NLT as an excuse and I directly rejected since my existing 500 MB was working at that time. I scolded them and insisted on escalating it to their decision-maker. I allowed them to check internally, made the final solution and called me back in the next week.
- At 7:30 PM on 15-Feb-2025, my existing 500 MB fiber connection was down without any notification.
- The fiber connection has been down since then. No one called me and explained anything.
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What a lousy service M1 provides to the public!
- Can they make sure the backend service is ready before any installation appointment? Yes, they can - they can bring down my existing working connection within 1 hour!
- Does M1 appreciate a 14-year loyal customer with them? No, they don't. They may expect I beg them by calling them back and asking them to come down to my home at the 4th time again, so that they can show face to say I can't get my own Internet connection without M1!
After 2 years waiting (before Chinese New Year and after CNY in Chinese term) as a patient loyal customer, Unfortunately, M1, you lose this patient loyal customer and ruin your reputation yourselves. Remember this is Singapore, a FINE city!
