MyRepublic Big Launch

[creator88]

Do note that OpenNet frontline CSO will certainly mention there's no such issue as Fiber Top Up/ splitter top up as they do not have access to the backend system handled by the senior team from Opennet responsible for communicating with the various service provider.

Thus, any Service Provider will be capable of informing you that there are issues with the area due to the need of fiber top up or splitter top up. OpenNet front line won't be able to advise.

Since Opennet frontline CSO is not aware, give us the contact details of the senior team handling the backend system. We, the affected users, will liaise with them directly.

Or is it another case where MR is bound by contract not to reveal the names and contact details of the Opennet senior team?

 

[wenxi]

Hi Guys,

I am so fed-up with the irresponsible and lack of customer respect with Myrepublic that I want to consolidate all affected brothers here who have to take leave to be at home for the planned appointment date and time but only to be greeted with no-show or last minutes call without any service recovery.

Kindly email to me with the details maybe the Account number if you dont mind and once i consolidated I will initiate a former complaint with the relevant party. I really hope IDA will do something about this as its affecting a lot of customer and this is not correct.

email:louischin78@gmail.com

Regards,
Louis

Talk about MR, I'm fuming!
After months of waiting, I finally had a slot on last saturday for installation. Midweek, they send an email said OpenNet will arrange a timing to check the line.

The very next day, OpenNet turned up at our doorsteps in the morning (without prior arrangement, we were all working). When asked if the installation is still available on Saturday they said yes.

And just last friday evening about 7pm, we received an email and sms from MR apologising indicating that they cant turn up for saturday installation! This was like what! So last minute as we had already make arrangement to be at our new place for the installation. It was a total disappointment.

When sat came, MR ppl called and said they coming down to fix. We was like "what" your system had sent an sms/email the day before saying that you wont be coming. He was like not informed.

Well, till now even after indicating on FB, there is no reply nor any call from them to follow up on this issues!

 

[Vulpix]

Yes. Is MR willingly to do that? Is MR obligated by contract with Opennet not to release such correspondences to the public?



Yes. MR communications is terrible. Customers have to chase MR repeatedly before getting any form of non-committed replies. Worse is the recent "disappearance" of MR by not answering calls, nor answering emails etc etc

I always believe that if not sure can commit, best not to commit. Giving not committed answers to customers here not really a good idea, and the only answers that we as customers should be getting should be firm answers.

For me I quite lucky, no problem with my installation, smooth with very minor hiccups. But the horror stories from the others are not very encouraging to newer customers who wish to embark on the 1gbps trail.

 

[wenxi]

I always believe that if not sure can commit, best not to commit. Giving not committed answers to customers here not really a good idea, and the only answers that we as customers should be getting should be firm answers.

For me I quite lucky, no problem with my installation, smooth with very minor hiccups. But the horror stories from the others are not very encouraging to newer customers who wish to embark on the 1gbps trail.

I'm a new customers and I'm facing such horror!

 

[YouKilledKenny]

Guys, quick honest question.

How do you want us - and MyRepublic - to handle the OpenNet delays better?

We understand there's unhappiness over the OpenNet delays, and even understand why it looks like we're pushing blame. Would it be better if we posted proof of the OpenNet acknowledging these delays on their end? Or is it an issue of timely communication? If there are lapses in the way we're handling this, we will honestly welcome the feedback, and explain what's happening and why.

Hi Johnny, appreciate that you want feedback on this, hopefully with a view to improve on how MR conducts its PR.

I was given an OpenNet appointment date on 21st March 2014, 11am to 1pm. I had my retired mother-in-law stay home, but as I expected no one showed up from OpenNet. I received no communication that OpenNet canceled the appointment.

I had to call your hotline only to be told OpenNet actually informed MR that the appointment is canceled. Excuse my language, but what the ****?

You had no decency to even inform me that no one was coming. No email, no SMS, no nothing. If I had taken leave to stay home to wait, I will be a thousand times more peeved than I already am.

I had to call you so that you'd tell me that no one is coming, and to be told that no one will come on the 25th April (scheduled MR installation).

In this situation I don't care if OpenNet was the culprit. The fact that you did not communicate the no-show to me is enough to make you the target of blame.

Subsequently I had to do all the chasing for you. I called OpenNet every other day to make sure my case is being looked at.

I'd appreciate at least a daily email/SMS to say that the issue is being resolved and to provide any update, with some projected deadline, and be assigned someone permanent from MR whom I can directly contact (without going through your nightmarish call center) with more information.

Now I've arranged for you (MR) to finally install the connection this Sunday, but excuse me if I have very little faith that anyone would actually show up. At least I don't have to waste a day of leave.

 

[Johnnny]

johnnny,

honestly, there are many issues which happened in the 1gbps rollout...

But since you are just asking about the ON delays, lets just stick to it...

Actually we're open to talk about other issues at well, but yeah I guess one thing at a time. We'll bring this up again once we hear everyone out on the OpenNet delays.

One thing MR has to understand is that we have to take leave to be there and wait for ON and MR to come.
And we are "threatened" that if we do not show up, there is a penalty of 200+ (I understand this is charged by ON, not MR).
But when MR or ON dun show up, its always last minute and no one takes responsibility for it.
We wasted a day of leave, and from having high hopes of getting better speed, to nothing at all, in a matter of hours. All with no one taking responsibility for it.

If the cause is us (e.g. MyRepublic field technician didn't turn up), we make sure send someone down asap or, if we can't, offer some form of compensation.

The reason we don't do the same for OpenNet delays is because 1) they tell us very last minute despite telling us initially "okay go ahead" 2) if we do so, we'll taking the fall for them which will make them feel even more unreachable.

Frankly, whenever I hear about cases of wasted leave I feel damn frustrated. This was the first thing we communicated to OpenNet - go through the orders, stop giving us last minute changes / no-shows because people are actually affected.

We're still looking for better solutions with OpenNet on how to handle these cases.

If we not there, we are penalised, and if they are the ones who did not do the job, we are penalised. That is not fair.
On this, I think to be fair to consumers, ON should provide some form of compensation, or simply do not "threaten" the consumers.
If you can show us prove that it is the fault of ON and not MR (to each affected user), I think the consumers and charge ON under lemon law.

Okay, I agree about the penalisation imbalance. To add some context though, we implemented that penalty a long time ago as a way of committing our customers to letting us know in advance so it doesn't affect other customers.

But in light of the current situation, we'll remove it. Maybe we'll communicate that last minute changes (by customers) may result in longer delays in installation. The opposite is true of the delay is an OpenNet delay - affected customers will instead be heavily prioritised.

So far, everything comes from MR to us.
I mean ON simply keeps quiet and do nothing. MR is the one facing the music, getting hated, being slammed at.

Yeah... but to be fair, they are not a customer-facing front. Unfair to us, but yeah, that's life.

But I have to agree somewhere that it is the responsibility of MR to keep users informed of any changes in a timely manner, or face the music.
So to get your ass covered, provide timely information and updates, not last minute.

Okay, agreed. We can do better on communication. We've just beefed up the social media and customer service teams to help.

And if it is really not your fault, show them the proof, and advice them what they can do to make things happen faster, who they can complain to, and hat their rights are on situations like these...

SO yeah... I think proof is good... and timely communication is very much needed.

Yes. Is MR willingly to do that? Is MR obligated by contract with Opennet not to release such correspondences to the public?

Okay, noted on this. We'll DM both of you something.

Thanks for your feedback guys, really appreciate it.

 

[nivleK1985]

Under the agreement with OpenNet.

They are not in anyway obligated to compensate us for anything caused by lack of fiber resources or delay for any reason.

However, we are obligated to compensate them if customer fail to turn up for installation when they are present.


Yes, under the agreement we are not allowed to mention most of the stuff.. Thus, we are fully transparent when it comes to issue concerning our side such as DDoS or server issue. But when it comes to OpenNet, we could only go as far as mention lack of fiber resources or delay for certain reason.


OpenNet will update us every day at 6-7pm on the list of customer that are affected by the scheduling for the very next day. At which we will contact customer to inform them that the schedule is affected.


For customer that are affected by OpenNet schedule, we welcome them to call OpenNet and record the conversation of them and post it here and we will be glad to talk to you and show you the evidence without breaking our agreement with opennet.

 

[YouKilledKenny]

OpenNet will update us every day at 6-7pm on the list of customer that are affected by the scheduling for the very next day. At which we will contact customer to inform them that the schedule is affected.

I received no such contact. Customer ID #C1015423.

 

[kitschbeam]

My anticipation was killed once again. few hours ago MR told me that they're ready to install the internet and the problem with my OpenNet TP was solved. Just now someone called again and told me the appointment was cancelled due to a problem with OpenNet and no installation date until further notice.

*sigh*

 

[hangyong]

Just to share my experience on this 1gbps signup to installation with all...

on the first day 1gbps was announced, I logged in to the system to sign up.
But I was not able to. Was later announced that server overloaded and to try later.
I finally got to sign up about 11am.
I am told that the schedule will be starting from 3Q.
An email was received indicating the same almost immediately.

few days later, MR came out and said there will be beta, and will start accepting application in Feb.
Feb came and nothing.
somewhere in late Feb, beta acceptance started, and I signed up.

no information if beta application was accepted.
I think this was the point where people started complaining of bad communication.

I PM johnnny after he mentioned somewhere that we can check with him.
He replied that I am in the list, and someone from CS will contact me again on installation date.
from then, no news from MR's CS.

and with what johnnny told me in the PM, I waited.
People then started saint that they have received installation calls to fix date.
I PM johnnny again telling him that I will be in japan for a while, and if cannot get to me, call me again. I still want to be in beta. He said ok.

on 13 march, I got a call from MR, asking me if 27 March 2-6pm is ok.
Accepted the timing.
Got an email on the confirmed schedule.

on 27 March, the FE from MR called me at about 10 and ask if he can go over to my place. If yes, he will let ON know and switch over.
I was away from home, so he went to another case first.
an email was received to tell me that my staticIP will be changed.
Reached home about 1pm, called the FE back, and he is already downstairs.
within the next 5 mins, my ONT started flashing red.
FE came up, fixed up the new ONT, everything synced.
But horror! No internet.
He stayed and tried to get it done for the next 3 hours, calling MR, and ON. Testing, reconfigured my router, changed to new router, etc. He din have lunch.

He then came to me, and told me that he has another appointment which is late by 3 hours already, and I said its ok that he can go first. but please follow up.
He called to CS and told them what happened, and told them to call me back to inform me what exactly happened.
He refused to let me sign off the job since it was not done up.

an hour later, CS called. (I think this took too long honestly).
That night, up to almost 11pm, I received SMS to apologise and asked me to help them do testing on the ONT, which I gladly helped.
At least I know that someone is trying to get things fixed up for me.
Finally, they told me they have to change the ONT to try.

Next morning, the same FE called and asked if he can go up to my place at about 9am.
Told him to go at 11 instead.
This time he was late, but he called to inform me that he was held back by another installation.
He reached about 12:30.
again for the next 2 hours, he was testing and on the phone with MR.
He left for another appointment and came again at about 4.

During his absence, I got a call from MR saying that they are sending down an engineer to the CO to troubleshoot since everything at the back end looks perfectly normal.

at about 7, everything was up and running!
and the cause of it?
someone did a bad job splicing the Optic fiber, and there was no connection from that port to the core router.

yes, it took a while for the set up, and I am hosting... but then, I feel very happy that so many people put effort into it and finally found a fault which is not even theirs.
And it seems like all those involved are young chaps!
It is hartening to see young people so passionate about the job!

To be honest, I am not happy with the way communication from MR has been for the last few months... but the backend team I like a lot!

And to be frank, a lot of posts I see here are not fair to MR, but I have to agree that MR has to bear part of the responsibility.

From here on, I hope people will direct the anger at the correct party, with the help from MR, and not solely hit on them only.

If it is their fault, they better be honest about it and do something about it.
But if its something out of their control, go target the correct party... and in many cases... its ON.

I took 2 days leave for this and I am not happy about it, but the dedication of the backend team makes up for it.

 

[Johnnny]

I always believe that if not sure can commit, best not to commit. Giving not committed answers to customers here not really a good idea, and the only answers that we as customers should be getting should be firm answers.

For me I quite lucky, no problem with my installation, smooth with very minor hiccups. But the horror stories from the others are not very encouraging to newer customers who wish to embark on the 1gbps trail.

Glad to know you had a smooth installation Vulpix. Most of our installations actually go off without a hitch, but we also try our best to follow-up with the cases that don't.

 

[Johnnny]

My anticipation was killed once again. few hours ago MR told me that they're ready to install the internet and the problem with my OpenNet TP was solved. Just now someone called again and told me the appointment was cancelled due to a problem with OpenNet and no installation date until further notice.

*sigh*

Hey kitschbeam, can you DM us the email address you subscriber with? We shouldn't be rescheduling twice like this, so I want to look into this.

 

[Johnnny]

Hi Johnny, appreciate that you want feedback on this, hopefully with a view to improve on how MR conducts its PR.

Thanks. We wanna hear it, whether positive or negative.

I was given an OpenNet appointment date on 21st March 2014, 11am to 1pm. I had my retired mother-in-law stay home, but as I expected no one showed up from OpenNet. I received no communication that OpenNet canceled the appointment.

I had to call your hotline only to be told OpenNet actually informed MR that the appointment is canceled. Excuse my language, but what the ****?

You had no decency to even inform me that no one was coming. No email, no SMS, no nothing. If I had taken leave to stay home to wait, I will be a thousand times more peeved than I already am.

I had to call you so that you'd tell me that no one is coming, and to be told that no one will come on the 25th April (scheduled MR installation).

In this situation I don't care if OpenNet was the culprit. The fact that you did not communicate the no-show to me is enough to make you the target of blame.

Subsequently I had to do all the chasing for you. I called OpenNet every other day to make sure my case is being looked at.

Okay, this I do definitely agree with you. Whenever there are cancellations by OpenNet and we have been informed about it, we should inform customers no matter how last minute OpenNet did it.

We're about to have a meeting with our major team heads shortly, and will bring this up in that meeting. This should not be happening, and we do apologise about that.

I'd appreciate at least a daily email/SMS to say that the issue is being resolved and to provide any update, with some projected deadline, and be assigned someone permanent from MR whom I can directly contact (without going through your nightmarish call center) with more information.

We discussed this before, and the reason why there's no daily SMS update is because often times, there's no update to give. The projected timeline has to come from OpenNet, and we believe it's more aggravating to receive a "Hi your status is still pending" SMS from us.

As for someone to contact, we're creating a new number that customers can call specifically regarding OpenNet delays. Once the set up is ready we'll announce the number.

Now I've arranged for you (MR) to finally install the connection this Sunday, but excuse me if I have very little faith that anyone would actually show up. At least I don't have to waste a day of leave.

We'll commit to that. In our experience OpenNet needs only to delay once, and if there are any other issues we'll be informed beforehand, which is why I want to investigate more into cases where there's more than one reschedule, those are highly unusual. Thanks Kenny.

 

[YouKilledKenny]

Thanks. We wanna hear it, whether positive or negative.



Okay, this I do definitely agree with you. Whenever there are cancellations by OpenNet and we have been informed about it, we should inform customers no matter how last minute OpenNet did it.

We're about to have a meeting with our major team heads shortly, and will bring this up in that meeting. This should not be happening, and we do apologise about that.



We discussed this before, and the reason why there's no daily SMS update is because often times, there's no update to give. The projected timeline has to come from OpenNet, and we believe it's more aggravating to receive a "Hi your status is still pending" SMS from us.

As for someone to contact, we're creating a new number that customers can call specifically regarding OpenNet delays. Once the set up is ready we'll announce the number.



We'll commit to that. In our experience OpenNet needs only to delay once, and if there are any other issues we'll be informed beforehand, which is why I want to investigate more into cases where there's more than one reschedule, those are highly unusual. Thanks Kenny.

Thanks for your reply. I think your comments are fair. I have to say I still root for you underdogs (MR, VQ) and hangyong's account gives your tech team a great thumbs-up.

But as for your PR team, there's still some way to go. Hopefully they'll get there.

 

[Vulpix]

Glad to know you had a smooth installation Vulpix. Most of our installations actually go off without a hitch, but we also try our best to follow-up with the cases that don't.

Yeah, just getting weird little issues like Facebook chat not working properly sometimes, and minor DNS issues to EU sites. Nothing big fortunately.

That said, I think right now from my own analysis of this thread, people are frustrated on the lack of followup. I believe if you guys start to become a bit more active towards those who got their appointment cancelled due to OpenNet, they will be a bit more understanding.

Wasting a day leave is not very fun for anyone, and I'm sure you understand that.

 

[Vulpix]

I'd appreciate at least a daily email/SMS to say that the issue is being resolved and to provide any update, with some projected deadline, and be assigned someone permanent from MR whom I can directly contact (without going through your nightmarish call center) with more information.

A daily email/SMS a bit exhausting siol.

 

[Zeemax]

Hi Johnny, do also take note that for those who r slightly luckier to have their MR installation done there is an issue whereby when we do a Speedtest even with MR one the upload is hanged when on Android devices such as Note 2...and cos of this upload problem it seems that we have problem accessing sites like Qoo10, PayPal or WhatsApp etc.... Its not a problem getting onto theirs front page but when trying to upload datas such as recent order details for this case on Qoo10 it shows "Request Time-out".

 

[nivleK1985]

Hi Johnny, do also take note that for those who r slightly luckier to have their MR installation done there is an issue whereby when we do a Speedtest even with MR one the upload is hanged when on Android devices such as Note 2...and cos of this upload problem it seems that we have problem accessing sites like Qoo10, PayPal or WhatsApp etc.... Its not a problem getting onto theirs front page but when trying to upload datas such as recent order details for this case on Qoo10 it shows "Request Time-out".

Hi. Kindly forward the various screenshot to Solomon@myrepublic.com.sg with your name, customer ID, phone number and router you are using.

 

[Zeemax]

Hi. Kindly forward the various screenshot to Solomon@myrepublic.com.sg with your name, customer ID, phone number and router you are using.

Hi Solomon.. Email sent. I am in office now so unable to provide screenshots while on MR network but one note here is it should not be the problem of Android devices cos now in my office using M1 fibre upload Speedtest is fine.

 

[hangyong]

Hi Johnny, do also take note that for those who r slightly luckier to have their MR installation done there is an issue whereby when we do a Speedtest even with MR one the upload is hanged when on Android devices such as Note 2...and cos of this upload problem it seems that we have problem accessing sites like Qoo10, PayPal or WhatsApp etc.... Its not a problem getting onto theirs front page but when trying to upload datas such as recent order details for this case on Qoo10 it shows "Request Time-out".

I have no issues on iOS devices leh

not trying to shoot you down.... but I do you have such issues when on PC?

If only the Android devices have issues... than its very funny leh