MyRepublic Big Launch

[misato]

i would blame the lappy, not HDD .. cos due to the lappy service center should forsee the stock level for replacement, they should order once the stocks is ALMOST low, to encouner any kind of hdd replacement that should be the way.. thus without letting the consumers to wait.... cos they were suppose to provide the whole service. they . with the lappy did said sorry and inform the consumers what is going on will be alright.

That is the root of the issues most are us here is facing is mainly ON. You can't really pre-order as you don't know where and who the customers are, thus the forsee part can never be materialised unless MR or any of the ISP is the sole provider and thus they can assume everyone will be on them install for everyone.

The root cause for most of the cases users faced is with ON follow up being slow and inconsistent. This is ignoring the fact that ON didn't do a good job for quite a lot of TP installation and yet on their system put the site and point as ready. As you might know provider like MR can't really access the customer ON cabinet and thus they cannot perform any pre-installation testing without ON involvement, thus MR can only act on good faith based on ON words that the site/TP is ready.

Just like the HDD example I used, the restriction to a specific brand is not a hidden secret and just in the case of ON, it is the government mandate that all provider has to use ON and no other. Thus just like in the example, the laptop manufacturer is caught dead in the middle. The next best thing to do for them is ensure communication channel are setup proper and keeping the affected customers on the next best schedule, even if it tentatively which is what MR had failed to do.

 

[Henry Ng]

Bro. Correct me if I am wrong. I believe we are talking about TP here which belong to ON and not ONT which belong to ISP.
So anything from the TP aka FTB within your premises to riser to Exchange belong to ON
ISP like MR only able to deal with their ONT n router. MR do not have nor able to access to your riser or MDF room which is manage by your town council.

Eg MR is not allow to open your TP as the TP does not belong to MR property. So does the fibre cable link from your TP to external.

So if problem here is fibre cable problem, it will be ON to get the cable fixed and not MR. Since MR do not have the right to meddle with ON property right?

As a home owner you have the right to ask ON to get your fibre port to be up and ready.

I know this as one of my fren encounter same issue and contact ON to get it fixed.

Hope we are just sharing info and no hard feelings.

Ps ONT fault will be on MR, TP will be ON thus there will be 2 different appointment if TP not installed. Should TP, riser, exchange be allow by MR staff to get it done there won't be a need for 2 appointment for ON n MR

Honestly if MR did all the arrangements properly upon a customer signing up on the spot just like the 3 Major ISPs then every thing will be fine. But they are not doing it that way. Since so many sign up, MR should have increase their manpower by may be 3-5 times. As long as MR pay out a fair salary sure can get new staff. Do not know what happened.

 

[newbish]

Honestly if MR did all the arrangements properly upon a customer signing up on the spot just like the 3 Major ISPs then every thing will be fine. But they are not doing it that way. Since so many sign up, MR should have increase their manpower by may be 3-5 times. As long as MR pay out a fair salary sure can get new staff. Do not know what happened.

not true even for the 3 major ISP below is one case.

Recent post in one of the major 3 ISP:
http://forums.hardwarezone.com.sg/85107218-post86.html

 

[Henry Ng]

not true even for the 3 major ISP below is one case.

Recent post in one of the major 3 ISP:
http://forums.hardwarezone.com.sg/85107218-post86.html

Honestly for the three major ISP there are only a bit of such cases compared to MR. Not saying that major ISP is 100% perfect but if you compare the number you will know. For this case because he change ISP and need open net to activate port 2 and it happen that open net is not available. He should have went down to M1 customer service to band table and go open net to band table and even email IDA or even to higher authority. ST network is stable. Just give MR sometime and it should be able to resolve most of the issues.

 

[newbish]

Honestly for the three major ISP there are only a bit of such cases compared to MR. Not saying that major ISP is 100% perfect but if you compare the number you will know. For this case because he change ISP and need open net to activate port 2 and it happen that open net is not available. He should have went down to M1 customer service to band table and go open net to band table and even email IDA or even to higher authority. ST network is stable. Just give MR sometime and it should be able to resolve most of the issues.

a lot of cases here are also port 2 not activated if i recall correctly.

also, i find it hard to comment on the number of cases unless we are shown with more data. like the rates of such case happening. until then it is not fair to judge.

eg.
RSP1 new signup rate may be 1000 and we see 10 cases, that is 1%
vs
RSP2 new signup rate may be 100 and we see 3 cases, that is 3%.

so if more volume appear, definitely will see more cases. nothing magical about that.

 

[hangyong]

i would blame the lappy, not HDD .. cos due to the lappy service center should forsee the stock level for replacement, they should order once the stocks is ALMOST low, to encouner any kind of hdd replacement that should be the way.. thus without letting the consumers to wait.... cos they were suppose to provide the whole service. they . with the lappy did said sorry and inform the consumers what is going on will be alright.

In this context.. did MR inform fast enough or did the consumers need to call/email/online chat to find out what is
going on then find out such issues unable to resolve.

Like I mentioned before you did have a good service from them. that doesnt means all consumers have the same good quality service as you. but rather is not all consumers have the good service from them.. quite a number of them have bad service been mentioned in the 2 threads.. and how you gonna to explain that.

With that said, it still much depend on ISP willing to improve or just leave it as it is.

well... yes... you are right

but at this moment, lappy company ordered early, and HDD company did not deliver on the day itself. And since this is more analogous to JIT, instead of stock keeping, the lappy company is screwed by the HDD company.

and I do not see why would a company deliver good service to one and not the other.
Its more of the consumer expectation, I would say.
And again, its how willing the customer is to accept the explanation.
You can go on and on to some arse and they will never want to understand. They simply refuse to, and think that they are right, and their way of thinking is the only way... well, sad to say, the real world is different.

Did MR not inform? they did, albeit late. And if you look at the scenario you painted with the lappy and HDD company... who is screwing who and who is the actual culprit?

 

[hangyong]

Honestly for the three major ISP there are only a bit of such cases compared to MR. Not saying that major ISP is 100% perfect but if you compare the number you will know. For this case because he change ISP and need open net to activate port 2 and it happen that open net is not available. He should have went down to M1 customer service to band table and go open net to band table and even email IDA or even to higher authority. ST network is stable. Just give MR sometime and it should be able to resolve most of the issues.

I think it is not fair to compare to other ISP, because they have always been an OpCo.
Switching from RSP to OpCo is one hell of a job.

And secondly, no one has ever did mass installation of 1gbps.

I dare bet if another ISP starts mass installation on 1gbps, they will face the same issue as MR now.

 

[cyberet]

I think it is not fair to compare to other ISP, because they have always been an OpCo.
Switching from RSP to OpCo is one hell of a job.

And secondly, no one has ever did mass installation of 1gbps.

I dare bet if another ISP starts mass installation on 1gbps, they will face the same issue as MR now.

when M1 became an OpCo, there were tons of delays too.
MR launch OpCo and 1gbps at the same time, I think they might have underestimated how many ppl like high local speed

 

[hangyong]

when M1 became an OpCo, there were tons of delays too.
MR launch OpCo and 1gbps at the same time, I think they might have underestimated how many ppl like high local speed

I bet they underestimated how much ON like to screw people...

 

[Jerryqtk]

I bet they underestimated how much ON like to screw people...

I not going to be too say it straight here, if any of you got friends or connections with ON. Ask them about what the problem and priorities of ISPs you will know what's happening.

This is business, just simply look at what Singtel "the fibre truth" you will laugh at how hard they trying to pin down MR.
They own ON do you think they will provide fair game to all?
Like I mentioned, if you have contacts in ON you will know "the fibre truth"

Again I not siding MR but they should really take it serious improving many areas. CS meant a lot.

 

[Just Me]

I not going to be too say it straight here, if any of you got friends or connections with ON. Ask them about what the problem and priorities of ISPs you will know what's happening.

This is business, just simply look at what Singtel "the fibre truth" you will laugh at how hard they trying to pin down MR.
They own ON do you think they will provide fair game to all?
Like I mentioned, if you have contacts in ON you will know "the fibre truth"

Again I not siding MR but they should really take it serious improving many areas. CS meant a lot.

Not hard to imagine with stinktel playing dirty since they own ON. The biggest pricks are those who own singtel

 

[Magickiller9]

what i meant is when u bought the lappy from a brand; they will provide warranty service so anything problem just go to the service center can liao they will replace any hardware within that period.. that why. should the lappy spoil for example this topic of HDD, consumer will only need to bring the whole lappy to the brand service center to exchange for a new one , without having pulling out the spoil hdd and go to the hdd brand such as seagate or WD for exchange.

likewise for this case as well. ISP is providing the whole service. consumers signed up the service from MR.. and thus MR should bear the full responsibility and ensure the any support for consumers always there, ensure the open net is there to fix up the stuffs for the consumers on time and properly...

MR is a new company thus they will need to do every single things themselves as they will know what had happened on the ground and rectify quickly. Not waiting for consumers to call or even worse no pick up/ no follow up.. thus all the anger been built up from the consumers..

the speed and tech limitation spec we all know unable to achieve such speed.. is just the promised good service quality , yes true to some.. but not all consumers who had signed up for their service.

They just got to really buck up and really put in lots of effort in the good service quality which they had been saying all along.

replacing of HDD takes mins. Can easily be done by anyone. Totally no link to the OpenNet-MyRepublic thingy.

MR can't just call OpenNet and it will auto be fixed. OpenNet need to be willing to fix it.

You are talking about a company that is founded for the purpose of next generation broadband but due to the supreme leadership and quality services rendered. Not only have the project been delayed several times. There's so much problem happening caused by OpenNet.

Imagine you have a company that has 100% marketshare of the market, no matter who use what they have to pay you. You got the government behind your backing funding you, supporting you giving you any form of approval you need. But you are still behind schedule etc. That's 100% useless. But then again none of the businesses that has 100% market share is efficient. Like SMRT etc.

 

[ComPuiTer]

What is NEW here? Anyone still waiting for the 1Gbps installation like me? Ahemmm since Jan....now coming end of April still no news from MR.....

 

[Ultrafire]

If ON was supposed to have already connected port 2 during the very first installation in my case , why did MR say have to wait for ON to come over to activate/connect/dunno do wat my port 2 when i sign up 1Gig plan ?

Then after months of waiting suddenly say no need for ON to come over , then when actual day for MR installation , again say need ON to come over

so WTF ???? a while say need a while say no need

 

[chengsun]

Firstly please do not feel offended in anyway as I totally have no intention of trying to use jargon to offend anyone.

Like I mentioned, just sharing what I know and see if it may resolve the issue. I am also a user and have some contact and also research abit to understand more on the fibre.

I agree MR really need to brush up their service standard which I believe quite a number of nice folks here agree too.

I understand how it feel to be stood off especially when one took leave and still end up issue not resolved, but I am sure that due to overwhelming demand in new sign up quite a number of installer and cso are temp and don't think they are really that equip with the proper standard of knowledge and skill in communications.

MR should really put more effort in their PR and staff training.

Back to the case, let me put it this way, your TP the box that's mount on the wall which connect the cable out of your premise belong to ON property that's why it have a seal sticker. I believe when ON finish their installation they ask for your inital and in the term and condition stated that should the seal is broken any damage will be borne by the home user.
This is also the reason why MR staff unable to assist to resolve the cable issue.

They should be pro active but if you look in previous comment here, ON will only update near evening time the status to MR.

Like a fellow user mention here before, if you want it to be done fast, you can call ON to expedite your case. Of cos you can let the ISP to help you handle it but just bear in mind that who owns ON and also consider the amount of new sign up daily, how fast you able to keep up on the line chasing ON on every single new installation?

Do you think ON have a delicated assigned account cs to handle MR?

Conclusion
Call ON to enquiry on why the 2nd port not active and how soon can they get it done.

Hope you enjoy your 1gbps soon.

Not offended at all, I am not on MR and not subscriber of that package plan, just being kaypoh chip in my opinion.

Everyone knows which party is the root cause of all this screw ups, just that MR fails too badly in managing customers expectation and customers experience. It is their customers to lose.

 

[wenxi]

This is real absurd!

We tried calling to check the status since they have not get back to us for a month after their "failed to turn up" appointment

Waited for more half hour on the line, not getting any response.
Posted on MR Page and post gets deleted in seconds.

 

[palapi]

just curious...u alry had the old fibre from MRP and now u subscribe to 1Gb. I tot it just bump up the speed by MRP like what we got from singtel when we subscribe to higher speed plan.

I am on existing old MRP plan who is suppose to migrate over to the new 1Gb plan.

The migration involves OpenNet to switch you over before MRP can come to your place to exchange with their new ONT. To be fair to MRP, 3 of my friends switched over with exception of my case.

However, I am voicing my complain against MRP for not being pro-active in their customer service and problem solving skill when handling exception cases like mine.
I still don't believe I am their first customer that encounter such problem which to them seems totally no clues what they can do beside keep asking OpenNet to check and recheck at their back end.

Nevertheless, I given them the following suggestions for their "consideration" out of my good will:

1) Move me back to my old MRP plan while trying to sort it out with OpenNet concurrently.

2) For reasons if the above is not possible, at least setup and leave the new ONT at my home. When OpenNet come to my home to conduct further test, OpenNet or myself can just switch on the ONT to retest on the spot without pending for appoint from MRP. Instead, they just took away both my old and new ONTs and I have no ONT at all.

Sorry for the late reply because I have no internet at home till now.

 

[ERT]

So now it's MR's practice to cut off subscriber's access on the day of migration over to new ONT? The installers are not even here!

 

[cyberet]

So now it's MR's practice to cut off subscriber's access on the day of migration over to new ONT? The installers are not even here!

wah, how come u renew with MR?

 

[imacbie]

So now it's MR's practice to cut off subscriber's access on the day of migration over to new ONT? The installers are not even here!

isn't it ON who is cutting the access for MR to takeover?
duration of no access can vary. mine was less than an hour.

for me, line was cut in the morning at about 10.30 iirc
MR tech. came at about 11.50 , switch out the ONT and line was already tookover and reconnected.
he left at 12.15am

wah, how come u renew with MR?

you chinese?
the first thing that came to my mind when i read your reply is "犯贱" lol