MyRepublic Big Launch

[nivleK1985]

Rhap, you are welcome. It takes alot of time to reach their customer service, and there was nothing mentioned on the thread at all regarding the ONT firmware issue, so I thought it will be good to share this so that we won't need to run around in circles.

MR,

would you care to explain why this possible reason (something that you know from your end that it was a glitch from back end) was not even told to us when you see so many people experiencing the bad internet speed? Please do not forget that we are entitled to the 1Gbps speed since we are paying you the correct price for this speed. We can complain to CASE and IDA if you still do not come out to manage this properly. Please, do something.

I would like to clarify there's no such thing as ONT firmware issue. The only issue is Asus router facing issue and Asus is fixing it.

 

[Bryant2012]

I would like to clarify there's no such thing as ONT firmware issue. The only issue is Asus router facing issue and Asus is fixing it.

Hi NivleK, then this makes me more puzzled. Because your Customer Service Officer named Virgel told me through the phone on 8th April afternoon that i m likely to be experiencing an ONT firmware issue, he even asked which ONT I am using and went to check with his colleague, came back to me and confirmed that they will be pushing out an upgrade on the ONT firmware in 2-3 days. If what you said is true, can you please verify if the customer service was ********ting me? I believe there should be voice records of the conversation.

Please clarify, stop wasting our time. I believe your higher management should be contactable by email too.

 

[nivleK1985]

Hi NivleK, then this makes me more puzzled. Because your Customer Service Officer named Virgel told me through the phone on 8th April afternoon that i m likely to be experiencing an ONT firmware issue, he even asked which ONT I am using and went to check with his colleague, came back to me and confirmed that they will be pushing out an upgrade on the ONT firmware in 2-3 days. If what you said is true, can you please verify if the customer service was ********ting me? I believe there should be voice records of the conversation.

Please clarify, stop wasting our time. I believe your higher management should be contactable by email too.

I'm 100% confidence as i'm working with Asus on the router issue currently. If there's a ONT issue which there isn't, if there's truly an issue with the ONT I would certainly be told of and all ONT would be collected back.

Rest assure, will ensure that all CSO provide the accurate information and will certainly talk to Virgel on this.

For any feedback or issues related to our CSO. You may e-mail me at Solomon@myrepublic.com.sg.

 

[Bryant2012]

I'm 100% confidence as i'm working with Asus on the router issue currently. If there's a ONT issue which there isn't, if there's truly an issue with the ONT I would certainly be told of and all ONT would be collected back.

Rest assure, will ensure that all CSO provide the accurate information and will certainly talk to Virgel on this.

For any feedback or issues related to our CSO. You may e-mail me at [].

I have tried to connect my laptop directly to the ONT via a CAT6 cable (purple cable provided by MR), my laptop also have the capability to receive gigabit speed, however the speed test still shows 300M Download speed only ( there were times when the speed drop to below 100M). So if your CSO was not telling me the correct information, then what is the problem with my internet connection then?

I have sent numerous emails as feedback to MR, but it went radio silence after getting my personal particulars, are you sure you will solve my problem efficiently if I email you directly? If you are sure, I will drop you an email then, at the end of the day, we all want our problems to be solved, apparently we are not getting what are paying for, peace-out.

 

[nivleK1985]

I have tried to connect my laptop directly to the ONT via a CAT6 cable (purple cable provided by MR), my laptop also have the capability to receive gigabit speed, however the speed test still shows 300M Download speed only ( there were times when the speed drop to below 100M). So if your CSO was not telling me the correct information, then what is the problem with my internet connection then?

I have sent numerous emails as feedback to MR, but it went radio silence after getting my personal particulars, are you sure you will solve my problem efficiently if I email you directly? If you are sure, I will drop you an email then, at the end of the day, we all want our problems to be solved, apparently we are not getting what are paying for, peace-out.

drop me a mail. Will ask the engineering team to head down and see what's the issue.

 

[Bryant2012]

drop me a mail. Will ask the engineering team to head down and see what's the issue.

Thanks. I have sent you an email.

Fellow Bros in this forum facing the same issue as me, I will update once the internet issue has been resolved.

 

[thesleeper]

Got a missed call and SMS nearly a month saying to call me back to arrange for appointment. Till now still no news.

 

[ntec66]

Rhap, you are welcome. It takes alot of time to reach their customer service, and there was nothing mentioned on the thread at all regarding the ONT firmware issue, so I thought it will be good to share this so that we won't need to run around in circles.

MR,

would you care to explain why this possible reason (something that you know from your end that it was a glitch from back end) was not even told to us when you see so many people experiencing the bad internet speed? Please do not forget that we are entitled to the 1Gbps speed since we are paying you the correct price for this speed. We can complain to CASE and IDA if you still do not come out to manage this properly. Please, do something.

I would like to clarify there's no such thing as ONT firmware issue. The only issue is Asus router facing issue and Asus is fixing it.

Bryant2012, your account looks like the most plausible explanation for this issue, compared to nivlek's bald denial, which simply blames Asus with no details.

Maybe it is two different issue ONT and Asus? If Asus, some technical info on what Asus is fixing from MyRepublic staff will be helpful.

 

[Boltersdriveer]

Bryant2012, your account looks like the most plausible explanation for this issue, compared to nivlek's bald denial, which simply blames Asus with no details.

Maybe it is two different issue ONT and Asus? If Asus, some technical info on what Asus is fixing from MyRepublic staff will be helpful.

Hi ntec66,

Can safely confirm that there are no issues with our issued ONT, there can be couple of reasons why you aren't getting 1Gbps speed and we'll really have to troubleshoot each and every one differently since there can be many scenarios (for instance, the issue with killer NIC after the normal troubleshooting steps have been done) - Solomon is actively working with Asus on fixing the firmware bugs on the recent Asus router versions, and is nearly getting a closure on the issue with internal testing. We'll update soon!

Bolts

 

[ntec66]

Hi Bolts, based on Bryant account, it is easy for folks to wonder if the online MR staff and the backend staff are working in the same company or in-sync.

On FB and online here, don't think we've ever seen MR admit to any fault in their system so perhaps unfortunately for MR. this CSO has accidently over-shared information he wasn't suppose to (hope Virgel won't get into too much trouble).

Let's review, will a typical front-line CSO, do this?

- Specifically point out ONT firmware as the cause
- Shared that many customers affected
- Confirmed after checking with colleague
- Promised new firmware will be push out by Friday latest.

I don't think any CSO will be so brave to tell a customer all of the above from his own imagination.

Obviously this fact makes your PR work harder and I guess you'll probably continue to deny everything.

 

[nivleK1985]

Hi Bolts, based on Bryant account, it is easy for folks to wonder if the online MR staff and the backend staff are working in the same company or in-sync.

On FB and online here, don't think we've ever seen MR admit to any fault in their system so perhaps unfortunately for MR. this CSO has accidently over-shared information he wasn't suppose to (hope Virgel won't get into too much trouble).

Let's review, will a typical front-line CSO, do this?

- Specifically point out ONT firmware as the cause
- Shared that many customers affected
- Confirmed after checking with colleague
- Promised new firmware will be push out by Friday latest.

I don't think any CSO will be so brave to tell a customer all of the above from his own imagination.

Obviously this fact makes your PR work harder and I guess you'll probably continue to deny everything.

An ONT update will require every single user to turn off and on their ONT. Which we are not doing in this case. As mention before it's has always been the router issue. Never have I heard of any issue with the ONT. The ONT went through numerous testing since late last year and I'm pretty sure there isn't any software issue on it. If there's a slow speed on the ONT. It could only be the hardware. One or two faulty hardware in a production batch of thousand is very common.

Our team is responsible for giving information to the CSO. He must have misunderstood the router as the ONT.

The back end system of 1Gbps and old plan has always been the same. The only different is the frontend. Instead of NC. We are the opco now. But back end processing system hasn't change so there shouldn't be any problem on the new one if it doesn't appear on the old one.

We can't stop others from making false accusation against us. But what we can do is let others know the truth.

 

[xRenol]

An ONT update will require every single user to turn off and on their ONT. Which we are not doing in this case. As mention before it's has always been the router issue. Never have I heard of any issue with the ONT. The ONT went through numerous testing since late last year and I'm pretty sure there isn't any software issue on it. If there's a slow speed on the ONT. It could only be the hardware. One or two faulty hardware in a production batch of thousand is very common.

Our team is responsible for giving information to the CSO. He must have misunderstood the router as the ONT.

The back end system of 1Gbps and old plan has always been the same. The only different is the frontend. Instead of NC. We are the opco now. But back end processing system hasn't change so there shouldn't be any problem on the new one if it doesn't appear on the old one.

We can't stop others from making false accusation against us. But what we can do is let others know the truth.

Hi nivleK1985,

Is it possible that the profile of the user stored on your back end is wrong? e.g. 300Mbps vs 1Gbps

 

[nivleK1985]

Hi nivleK1985,

Is it possible that the profile of the user stored on your back end is wrong? e.g. 300Mbps vs 1Gbps

I could check on that.

 

[xRenol]

I could check on that.

Thanks because it seems like the download speed for rhapsonia and Bryant2012 are capped at 300Mbps even with direct connection from ONT.

 

[xRenol]

Hi all,

I just got MyRepublic 1Gbps installed a few days ago and I am facing the same issues with the speed, 300M DLD and 300M UPL speed. Called in the customer service hotline after several attempts, and was told that the issue is due to a firmware issue with the ONT. If your ONT is a small black color box, with the brand Acatel Luscent, you might be facing the same problem as me. The customer service officer promised that the firmware upgrade will be pushed to us from the backend 2 - 3 days from my call, which will be this Friday 11/4/14 latest.

To MyRepublic,

Since you guys already know that one common cause of the speed is due to the ONT firmware issue, I am surprised why this was not mentioned at all in the thread. While there may be other unknown factors, this ONT firmware issue is a glitch from your end which you know but you chose to keep quiet about it until we called in the hotline to enquire. (ps: once I told the customer service officer about the speed problem he straight away told me it might be due to ONT firmware which is a problem faced by many other customers).

And, I have been having very bad experience since the day I signed up the 1Gbps package, promises are never delivered. I have since made numerous feedbacks via email, but there was no proper follow up, you guys just took my NRIC and then radio silence. Can I request that at least the problem with the ONT firmware which is affecting the internet speed be fixed asap? I do not have the time to keep trying to reach your customer service hotline everyday (Waiting till up to half an hour each call, and sometimes after finally got connected to the call, I was put on mute and have to hang up).

During the 1Gbps installation, did MR Field Engineer test the direct connection from ONT to his laptop?

 

[bovi77]

oh.. Is there any recommendations for home plug for MR 1Gbps plan? or i should use wifi extender? the wifi signal in room quite weak

Homeplug cannot make it. I have the aztec EP17 or something. 500Mbps. My place about 10 years old apartment. Used homeplug for a distance of about 10m. max is 70Mbps. only when i put homeplugs side by side then can get full speed based on my old 150Mbps plan.

Homeplug speed depends alot on your wiring which is hard to predict. So for those with 300M or 1Gbps plan, you wont be using what you paid for.

However homeplug ping/latency is very good compared to wifi. about 4-5ms.

 

[nivleK1985]

Homeplug cannot make it. I have the aztec EP17 or something. 500Mbps. My place about 10 years old apartment. Used homeplug for a distance of about 10m. max is 70Mbps. only when i put homeplugs side by side then can get full speed based on my old 150Mbps plan.

Homeplug speed depends alot on your wiring which is hard to predict. So for those with 300M or 1Gbps plan, you wont be using what you paid for.

However homeplug ping/latency is very good compared to wifi. about 4-5ms.

if the vacuum cleaner is on the speed will drop to a single digit.

Homeplug speed are liar...

 

[clock_ED]

Yes a cat 6 cable will be provided. It's a purple cable to suit MR color

Inside ASUS package have black CAT6 cable...and the set from MR comes with Patch cord and LAN cable *(Purple)

The cable inside the Asus router is cat 5e. The one from MR is cat 6 purple cable. I was not given the patch cord(the yellow fiber cable). The tech use back my old fiber cable

As mentioned by bro leongws, there should be 1 black Cat5e cable inside the ASUS router box (if you opt for 1) and 1 purple Cat6 cable provided by MR Field Engineer.

Okay xRenol, thank you too. Shall look for the black and purple cables.

 

[xRenol]

Okay xRenol, thank you too. Shall look for the black and purple cables.

Welcome. The difference between Cat5e and Cat6 cables are very minimal.

CAT 6 VS. CAT 5e

 

[clock_ED]

Welcome. The difference between Cat5e and Cat6 cables are very minimal.

CAT 6 VS. CAT 5e

Just want to sort this out that's all.

My whole house is completely wired to all rooms, on cat5e ofcourse.