MyRepublic Big Launch

[wiccawizzards]

Haven't we waited enough? First, it was late Feb, then now Late Mar. There was a time in between that I would have paid for installing it earlier but now...Not so much...

Even with my current gamer plan I'm experiencing things like having the finance side call me because I have $3.95 outstanding - faster than acquisition could have done for my 1Gbps.

And now, I am beginning to see my latency going up to 36 when I'm on LoL, stabilized on 21. For the entire contract, it has never passed the 11 latency mark...well, until now. This is making me feel like I'm on the Pure plan, can I safely say that?

Even with the router that I have purchased from Asus (from MR); I so regret switching from my Cisco router to this.

Why MR, why?

Driving me nuts!

 

[wiccawizzards]

From my experience, don't trust their CSO, get an official staff on the forum to help you out.

The CSO I have spoken to, only 1 was well inform about what is going on, the rest of them know nothing.

You are too kind. You mean they are just there, like human shields or obstacles to delay you.

 

[nivleK1985]

Haven't we waited enough? First, it was late Feb, then now Late Mar. There was a time in between that I would have paid for installing it earlier but now...Not so much...

Even with my current gamer plan I'm experiencing things like having the finance side call me because I have $3.95 outstanding - faster than acquisition could have done for my 1Gbps.

And now, I am beginning to see my latency going up to 36 when I'm on LoL, stabilized on 21. For the entire contract, it has never passed the 11 latency mark...well, until now. This is making me feel like I'm on the Pure plan, can I safely say that?

Even with the router that I have purchased from Asus (from MR); I so regret switching from my Cisco router to this.

Why MR, why?

Driving me nuts!

Regarding the LOL issue. it's isn't limited to MyRepublic, it seems that the fault lies with Garena side leading to the overall increasing in Ping and DC for all ISP.

As you have mention. For the entire contract, the ping hasn't went up because we had a very excellence route to the server and it hasn't been touch or changed as it's near perfection.

However, there something wrong with garena server these days resulting in higher ping.

As for the delay. It's mainly caused by OpenNet being incapable of providing enough resources.

Such as
1. Not enough fiber point in the area requiring a top up (Which should have been done before we send the list of customer over).

2. No splitter (Again, a check can be performed to increase the amount of splitter and planning for the future).

3. Lack of manpower. As the installation is after IT fair, it's up to grab for all ISP resulting in serious lack of manpower on opennet side.

4. Slow activation by area - As we move to our own OpCo. We require OpenNet to do activation on their side. However, it's by region thus there's a reason why residential staying in east side of Singapore are the first few to be called compared to other area. Plus, we could only start calling after OpenNet has confirmed with us.

5. Delay in notification of issue - OpenNet will only inform us of any issues with the unit or area after we submitted an request for appointment. Which is why some customers are facing delayed installation due to above stated reason.

6. OpenNet didn't key into the system properly - As a result some customer were wondering why Opennet didn't turn up.

For any issues related to the CSO. Kindly drop me a mail at solomon@Myrepublic.com.sg =).

 

[rcjarcano]

Finally, I have my appointment.
14Apr - opennet
16Apr - MR

Can someone from MR check what router will be installed? I have requested to change ac56u to ac68u.
C1016654
Thanks!

 

[YouKilledKenny]

6. OpenNet didn't key into the system properly - As a result some customer were wondering why Opennet didn't turn up.

For any issues related to the CSO. Kindly drop me a mail at solomon@Myrepublic.com.sg =).

WTF dude, I had someone stay home to wait for OpenNet guy to come (appointment today, 21st March, 11am to 1pm) and of course no one showed up. Now your CSO is telling me the appointment has been moved to 31st March and you didn't even have the courtesy to tell me?

Email sent to you. This is not acceptable. At all.

Update: Your CSO tells me OpenNet cancelled the appointment, and no one is remotely bothered to even inform me? Seriously, WTF? I asked someone to stay home for nothing?!

 

[nivleK1985]

Finally, I have my appointment.
14Apr - opennet
16Apr - MR

Can someone from MR check what router will be installed? I have requested to change ac56u to ac68u.
C1016654
Thanks!

yup router changed.

 

[nivleK1985]

WTF dude, I had someone stay home to wait for OpenNet guy to come (appointment today, 21st March, 11am to 1pm) and of course no one showed up. Now your CSO is telling me the appointment has been moved to 31st March and you didn't even have the courtesy to tell me?

Email sent to you. This is not acceptable. At all.

Received your email on this. Will revert back to you.

 

[YouKilledKenny]

Received your email on this. Will revert back to you.

I will expect a reply.

Don't tell me you sent me any SMS or email with regards to any date change because I received zilch communication from anyone telling me that the appointment was canceled.

This is completely unacceptable and I am extremely upset. Way to make your customer lose confidence in your company. If this is not satisfactorily resolved I will cancel my MR order and recontract with StarHub, who at least bothers to show up during scheduled appointments.

For anyone else who is expecting their scheduled installation, I urge you to check with MR again and again with regards to your scheduled date. In case they don't turn up when you have taken leave from work.

 

[nivleK1985]

I will expect a reply.

Don't tell me you sent me any SMS or email with regards to any date change because I received zilch communication from anyone telling me that the appointment was canceled.

This is completely unacceptable and I am extremely upset. Way to make your customer lose confidence in your company. If this is not satisfactorily resolved I will cancel my MR order and recontract with StarHub, who at least bothers to show up during scheduled appointments.

For anyone else who is expecting their scheduled installation, I urge you to check with MR again and again with regards to your scheduled date. In case they don't turn up when you have taken leave from work.

We will definitely give you a reply. We will be releasing a statement later regarding this issue of OpenNet and our unhappiness towards OpenNet to IDA.

 

[nightstalker2]

I got hit by the no-show by the OpenNet people earlier this week too.
MR told me that the OpenNet people did not key it in properly too.
Then I was re-scheduled.
Then I got the postponed tip further notice SMS.

Sounds like a systemic problem with OpenNet.

Maybe we of us who are facing such bull sheep can all write a joint letter together and broadcast it out.

 

[YouKilledKenny]

We will definitely give you a reply. We will be releasing a statement later regarding this issue of OpenNet and our unhappiness towards OpenNet to IDA.

Thank you.

I understand MR might not be the cause of the issue but because you guys are fronting the process, I can only express my bitter disappointment to you.

 

[123kidy]

wah dont scare me leh
i dont want to take leave and they no show

how to double confirm?

 

[Lonerider]

I will expect a reply.

Don't tell me you sent me any SMS or email with regards to any date change because I received zilch communication from anyone telling me that the appointment was canceled.

This is completely unacceptable and I am extremely upset. Way to make your customer lose confidence in your company. If this is not satisfactorily resolved I will cancel my MR order and recontract with StarHub, who at least bothers to show up during scheduled appointments.

For anyone else who is expecting their scheduled installation, I urge you to check with MR again and again with regards to your scheduled date. In case they don't turn up when you have taken leave from work.

I don't think the customer should be chasing MR for updates... The onus lies on the service provider to inform the customer.

 

[YouKilledKenny]

wah dont scare me leh
i dont want to take leave and they no show

how to double confirm?

Call MR and check with the CSO the day before your appointment, and the morning of your appointment.

That's how I found out (after the no-show) that the appointment is canceled.

 

[123kidy]

Call MR and check with the CSO the day before your appointment, and the morning of your appointment.

That's how I found out (after the no-show) that the appointment is canceled.

starting to worry
the person who called me said will email me for confirmation
till now there's no email

i also think it's wrong that customers are doing the calling instead

 

[Casanova81]

We will definitely give you a reply. We will be releasing a statement later regarding this issue of OpenNet and our unhappiness towards OpenNet to IDA.

yeah need to complain OpenNet to IDA - this fibre insufficient / top-up issue need to be handled professionally - cannot be without any expected date on when to resolve. crazy...

 

[ace1961]

starting to worry
the person who called me said will email me for confirmation
till now there's no email

i also think it's wrong that customers are doing the calling instead

我不是上了贼船吧?

Being a young & small setup amongst the big players, I can understand they have neither the same resources nor experinece like the big three, but, I can also see some of the staff are trying very hard to meet all requests that are within their control.

Personally, I am willing to give MR a chance...well, at least for the next two years...

If I can jump ship from Starfart after starting broadband with them since day one, donkey years ago, I think I have no problem moving to another ISP (ViewQwest?) if MR cannot deliver what they promises for the 1Gbps plan

 

[Johnnny]

Hi everyone. Yes, there are a number of customers affected by OpenNet rescheduling issues. Trust me, we're frustrated too.

When someone successfully signs up or upgrades for 1Gbps, MyRepublic must first send the order with the customer address to OpenNet to check for any fibre infrastructure or backend issues.

It is only when these orders are approved by OpenNet that MyRepublic arranges for installation dates with the customer.

What's been happening, however, is that every day, OpenNet informs us of delays for some of our customers’ places, citing insufficient fibre resources and processing errors among other technical issues... DESPITE the fact that they approved AND arranged installation dates prior.

We have voiced our displeasure to OpenNet, and are now working around-the-clock to verify the installation status of each individual customer.

To all affected customers - we promise you that we will inform you of your new installation dates the moment OpenNet gets back to us.

 

[hangyong]

Hi everyone. Yes, there are a number of customers affected by OpenNet rescheduling issues. Trust me, we're frustrated too.

When someone successfully signs up or upgrades for 1Gbps, MyRepublic must first send the order with the customer address to OpenNet to check for any fibre infrastructure or backend issues.

It is only when these orders are approved by OpenNet that MyRepublic arranges for installation dates with the customer.

What's been happening, however, is that every day, OpenNet informs us of delays for some of our customers’ places, citing insufficient fibre resources and processing errors among other technical issues... DESPITE the fact that they approved AND arranged installation dates prior.

We have voiced our displeasure to OpenNet, and are now working around-the-clock to verify the installation status of each individual customer.

To all affected customers - we promise you that we will inform you of your new installation dates the moment OpenNet gets back to us.

Johnny,

totally appreciate that you are making this statement.

However, for people who took leave to stay home and wait for the installation to happen and got cancelled on that day itself, is an absolutely f-up feeling. This happened to me when I was with Singnet, a couple of times.

Anyway, I would like to find out, when will OpenNet inform you that they cancel the appointment?

If it is the day before, or even that same morning of appointment, I think you should quickly call the subscriber and inform him and just keep things quiet until people call to complain.

I do not know how and when exactly do they inform you guys, so this is just a suggestion for you to at least keep customers happy.

Communication is really really important!

 

[ianlim_88]

Call MR and check with the CSO the day before your appointment, and the morning of your appointment.

That's how I found out (after the no-show) that the appointment is canceled.

Bro, should not be the customer making call to MR to check whether the appointment is cancelled, it should be MR making call out to customer at least a day earlier before the installation to confirm whether customer is still available, but before they call customer MR have to confirm Opennet will turn up 1st.