I am so done with MyRepublic and while I am waiting for a supervisor to call me back I shall write a lengthy post just to get more awareness of how frustrating it is to deal with a company like this. I am on (1GBPS Gamers package), our perks are supposedly "Gaming Privileges, Low Latency via Custom Routing, Video Streaming + Gaming Priority and furthermore we're supposed to have a dedicated hotline for it as well but where are all these perks exactly? Hotline wise.. I have just managed to get through to a customer support officer after 1hour 15minutes of waiting time.
Maybe I have always been fortunate but I have never been waiting on a hotline to talk to someone for more than an hour. At 1hour 15minutes sharp someone finally picked up the call.
I have been submitting tickets for latency issues now and then since I jumped on as the pioneer batch of customers but most of time, problem goes unresolved claiming that the problem is on the other end and not MR themselves. What is the tipping point again though? I submitted a ticket 6 days ago of the lag spikes now and then, I have even posted on the forum itself of my findings. I got a reply yesterday after a gruesome 5 days wait and here it is. It takes a good 5 days to reply to my ticket asking me to try another tool? That's ridiculous.
I have provided the 2 most basic yet important information which is the IP of the server and the hop this is apparently spiking now. First of all, customers taking the initiative to provide additional info to assist and narrow down the underlying latency problem is a bonus not mandatory. I can't believe it takes 5 days to write me a reply that resolves nothing but only ask for more; sure I can provide more but how long more to wait for another proper reply? I can't iterate this more but I do not work for MR and neither am I an expert in the field of networking and this certainly isn't my job as a paying customer.
This isn't the first time I'm dealing with MR over the same problems but apparently nothing is improving on their end even the forum nowadays are filled with no proper assistance other than resellers chipping in with their propaganda that "service seems to be doing great, everything is running at tip top performance." it must be you and not them.
While waiting and listening to the music and advertisement looping over and over again, it really makes me wonder how gimmicky this whole thing is. What exactly are the perks of paying for Gamers Package? ISP that is built around for Gamers? That is a joke, a normal non-gimmicky Singtel package has better ping to some of the games that I have tried by far and yet I was convinced by Mark that the new 1GBPS gamers package routing in Asia will be very good but I am once again disappointed and the list goes on.
This is the first time I have to deal with an ISP that is so heart cringing to reach and to get proper assistance from. I can't wait till they drop me back to Ultra or even terminate my contract mutually and I allow me to go free and save me my woes and complains because I'm sure the list goes on and this wouldn't be the last complain on my part.
Even though this no longer affects me but we've gotten a nice sweet lengthy post that the installation for new signups will be improved tremendously and communication will be done timely and promise kept for callbacks. Is it true? Has it been working so far? Not at all.
What are your CSOs doing that it takes so long for someone to pick up at anytime of the day? Didn't someone said staff have been boosted to accommodate the influx of customers?
What are your network engineers doing having to wait 5 days to ask me for more information instead of doing the troubleshooting on their own end?
What are you PR guys doing besides playing on social media deleting complaints but welcoming compliments and trying to appear as the hip and cool ISP in town but in reality far from it?
How long more till MR gets a proper restructuring? Are people sitting too comfortably in the office that nothing else really matters?
Maybe I have always been fortunate but I have never been waiting on a hotline to talk to someone for more than an hour. At 1hour 15minutes sharp someone finally picked up the call.
I have been submitting tickets for latency issues now and then since I jumped on as the pioneer batch of customers but most of time, problem goes unresolved claiming that the problem is on the other end and not MR themselves. What is the tipping point again though? I submitted a ticket 6 days ago of the lag spikes now and then, I have even posted on the forum itself of my findings. I got a reply yesterday after a gruesome 5 days wait and here it is. It takes a good 5 days to reply to my ticket asking me to try another tool? That's ridiculous.
I have provided the 2 most basic yet important information which is the IP of the server and the hop this is apparently spiking now. First of all, customers taking the initiative to provide additional info to assist and narrow down the underlying latency problem is a bonus not mandatory. I can't believe it takes 5 days to write me a reply that resolves nothing but only ask for more; sure I can provide more but how long more to wait for another proper reply? I can't iterate this more but I do not work for MR and neither am I an expert in the field of networking and this certainly isn't my job as a paying customer.
This isn't the first time I'm dealing with MR over the same problems but apparently nothing is improving on their end even the forum nowadays are filled with no proper assistance other than resellers chipping in with their propaganda that "service seems to be doing great, everything is running at tip top performance." it must be you and not them.
While waiting and listening to the music and advertisement looping over and over again, it really makes me wonder how gimmicky this whole thing is. What exactly are the perks of paying for Gamers Package? ISP that is built around for Gamers? That is a joke, a normal non-gimmicky Singtel package has better ping to some of the games that I have tried by far and yet I was convinced by Mark that the new 1GBPS gamers package routing in Asia will be very good but I am once again disappointed and the list goes on.
This is the first time I have to deal with an ISP that is so heart cringing to reach and to get proper assistance from. I can't wait till they drop me back to Ultra or even terminate my contract mutually and I allow me to go free and save me my woes and complains because I'm sure the list goes on and this wouldn't be the last complain on my part.
Even though this no longer affects me but we've gotten a nice sweet lengthy post that the installation for new signups will be improved tremendously and communication will be done timely and promise kept for callbacks. Is it true? Has it been working so far? Not at all.
What are your CSOs doing that it takes so long for someone to pick up at anytime of the day? Didn't someone said staff have been boosted to accommodate the influx of customers?
What are your network engineers doing having to wait 5 days to ask me for more information instead of doing the troubleshooting on their own end?
What are you PR guys doing besides playing on social media deleting complaints but welcoming compliments and trying to appear as the hip and cool ISP in town but in reality far from it?
How long more till MR gets a proper restructuring? Are people sitting too comfortably in the office that nothing else really matters?
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