MyRepublic Big Launch

[mashpotato120]

To all bros out there who are still waiting for their 1GB implementation. Please take a proactive approach and "try" to contact MR for some sort of black and white. Been passive might not be the right approach here.

AFAIK, FTO is a last min solution to the shortfall of ON operations. If you're patient and have the 2nd port free. It might be better to request for the activation on the 2nd port and give them time to sort out all the hooha.

At least you still have your internet running.

Update : i got my Logitech mouse 3 days after i call in to enquire about it. Its delivered to my place by Ta-Q-Bin.

 

[ZarakiKPC]

anyone want to share their positive experiences? this chunk of bad feedback is giving me cold feet already haha

 

[Netventure]

1Gbps port doesn't mean it's capable of 1Gbps.

Most netbook level would hang the moment you start running speed test.

Just get a better laptop la. Good quality 1. Not those cheapo 1.

5+6+ year old laptop also got GB port. But doesn't mean they can support

So, you are saying there is min hardware spec to subscribe to 1G plan?
If it is, what are they? if not, then why so special with other hw? because they are expensive and branded stuff and hence can ride the 1G?

I din expect to get 1G, I mentioned 'close to...', that's what I said.
Not too 'greedy', 800+ would be acceptable. Now, it cannot even meet half of my expectation, and its out of the ALU ONT, not ASUS router!
If my subscription is a 300Mbps plan, I jolly well accept it. But thats not the current plan.

A netbook is cheapo. A notebook cost $1100+ is entry, I dont discount it as cheapo. I'm not using a cheapo netbook to do a speedtest anyway.
So, in order to enjoy the already subscribed 1G plan, I need to fork out more, change all my hardware to mid or high end range of notebook? It does not make sense.

 

[Henry Ng]

Throughout the entire episode with MR. I was always pretty patient about the whole process as I understand that the 1gbps plan will take some time to roll out. When I was given an appointment on 24th March for them to come down, I was so excited. Then they postponed it to 29th March. When the field engineer finally came down, he told me that the signal of my termination point was too weak and that he will arrange for the opennet technician to come down to take a look and he'll come back on the same day to do the installation.

So, exactly a week later, NO ONE called or even came down to do ANYTHING. I called open net and they said MR DID NOT request for them to come down. So I emailed them and explained my situation to them. As usual, they gave a nice explanation and offered to waive a month's subscription for me as the next available date was 22nd April (TODAY).

At 9am, MR's field engineer called and said he was coming down. I explained my situation to him and asked him if ON's people should come first. He then told me to call him back when ON has arrived and hung up. I felt that somehow. something was wrong. So I called Opennet and they said that NO ONE IS COMING DOWN BECAUSE NO BODY REQUESTED FOR IT.

I called MR's engineer back and he said in that case. I have to call the f*cking hotline. I have been on hold for one whole f*cking hour now and I can't even speak to anyone.

There will be NO MORE excuses for this incompetent company. They are merely hiding behind a wall and blaming ON for every single thing when it is clearly their own mistakes.

Email IDA and cc Minister and cc MR.

 

[Henry Ng]

Been calling the hotline for almost an hour! Really damn hot(me) for not able to get hold of anyone. Guess CSO only 2 person working to handle the whole singapore

No choice already so the only way to get it resolve is email IDA and cc minister and MR.

 

[creator88]

Repost: For the benefit of all the other folks who are in a similar situation (e.g. last minute cancellations, no-shows etc etc), I have created a simple guide as to the possible steps you can take as a irate customer.

(1) Call the MR 24/7 hotline at : 6436 6638
• Expect for calls to be unanswered due to heavy call traffic and insufficient MR manpower
• In March 2014, MR mentioned in the forums that they would be setting up 2 dedicated hotlines to deal with problems involving the 1gbps installation. Thus far, now news on these two hotlines
• Should you be lucky to get through, do record your call to avoid any miscommunication or misunderstandings in the future
• If nobody picks up, you can try your luck with their business sales hotline at: 6436 6618

(2) Email MR at myservice@myrepublic.com.sg
• Do remember to record down your ticket number etc

(3) Contact MR via their livechat on their webpage http://www.myrepublic.com.sg

(4) Contact MR management via email or personal visit to their office
• Malcolm Rodrigues: CEO & Co-founder
• KC Lai: Chief Commercial Officer & Co-Founder
• Greg Mittman: V.P. & Co-Founder
• Lawrence Chan: Head of Business Development and Product Management

(5) Contact Opennet directly to verify the cause of delay / cancelled appointment. Hotline number: 6563 4273 or email: info@opennet.com.sg , ask@opennet.com.sg

(6) Complain to Infocomm Development Authority of Singapore (“IDA”) and Ministry of Communication and Information (“MCI”)
• Minister for Communications and Information, YAACOB Ibrahim ( yaacob_ibrahim@mci.gov.sg )
• Senior Minister of State, Lawrence WONG ( lawrence_wong@mci.gov.sg )
• Minister of State, Ms SIM Ann ( sim_ann@moe.gov.sg )
• Permanent Secretary of MCI, Aubeck KAM ( mci_aubeck_kam@mci.gov.sg )
• Executive Deputy Chairman of IDA, Steven Robert LEONARD ( steve_leonard@ida.gov.sg )
• Managing Director of IDA, Ms Jacqueline POH ( jacqueline_poh@ida.gov.sg )
• Senior Director (Next Generation Infrastructure), Philip Heah ( philip_heah@ida.gov.sg )

Tip: When dealing with MR, OpenNet, IDA or MCI, have everything documented in black and white. If any party is not willing to put down their correspondence in writing, you have every right to question the veracity of their representation.

 

[mashpotato120]

anyone want to share their positive experiences? this chunk of bad feedback is giving me cold feet already haha

Lots of positive experiences shared previously. Truth is, happy user seldom come online to compliment the services, they pay $$, they expect something, and thats that.

There's alot of example shown here and on the other MR thread.
Better speed @ same cost is the main selling point here.
People can argue all they want about VQ having better this, big 3giving better that.

As long as you're happy with what MR can / is providing you currently, you're good to go with applying for 1GB.
*when it eventually arrive*

No choice already so the only way to get it resolve is email IDA and cc minister and MR.

Not to step on anyone's toe, but is gaining large audiences and gaining excessive attention going to help the situation? I'm sure they are better ways to handle it as an individual.
E.G. If you're off contract, stop paying till service is up. Else just apply for something else, and whichever deliver first stays.

No contract is valid until the service is provided (there's alot to argue on this)

What i'm trying to say is that you have all the right to escalate if the current CSO servicing you cant do anything. But do try to have a higher level view.

The people whom you listed are those that kept trying to pass "Censorship" , promoting "the right thing", and having marketing material such as this particular isp "the fiber truth" (Did you even read that article!?, if you can accept that "truth". You can accept any marketing stun MR pull out)

In short, keep trying. And i hope that you can experience unrestricted fiber like what its meant to be.

 

[newbish]

still no update of firmware for AC68U? ASUS site is still old firmware:version 3.0.0.4.374.5047. So ASUS thinks it's not firmware but MR/ON problem?

My speed is still the same since day1, unresolved. And no Mouse that was promised.

Is 1G thingy probably hardware specific? otherwise, some can get close to 1G while others like me 200~300+ DL. And, my notebooks are all gigabit supported LAN interface, either Broadcom NetLink Gigabit Ethernet, Realtek PCIe GBE family controller, Antheros PCIe Gigabit Controller.

I have tried the MTU method. tried disabling checksum offload or something as someone suggested but all do not improve on my speedtest.

If only certain network hardwares are supported, please state so. Otherwise, how do we resolve to improve to/close to the speed I subscribe to, with what I already have?

rgds.
CID c1015604

can test if, internally on the LAN level, your notebook can transmit at gigabit rates using this software?
LAN Speed Test (Lite)

 

[palapi]

End up worst than me. Looks like ON is really screwing up (on purpose or otherwise)

We all on the same situation.
This Thurs, MRP & ON suppose to come over my place to investigate.

Frankly, I have little confident that I am going to get it up by Thurs. It will be 10days since I lost my internet connection and I preparing for the worse to come...

 

[Lit3s]

wanted to sign with MR on their 1gb plan....but reading the last 10 pages of this thread makes me think twice now.

Is MR really that bad? Apparently, the beginning stage every one seems to be giving good reviews compared with Singtel/Starhub

 

[misato]

wanted to sign with MR on their 1gb plan....but reading the last 10 pages of this thread makes me think twice now.

Is MR really that bad? Apparently, the beginning stage every one seems to be giving good reviews compared with Singtel/Starhub

There is 2 issues here. One group is complaining about the installation and the other group about the access speed. The installation part has nothing to do with the access speed part which imho is where the bigger problems are. Most of the people who had their 1GB plan installed isn't facing too much of an issue.

 

[nivleK1985]

Asus is busy fixing the firmware and improving it.

Meanwhile you can use https://www.asuswebstorage.com/navigate/s/693378D2669049D885691C25932F8D1EY

 

[raguraman]

There is 2 issues here. One group is complaining about the installation and the other group about the access speed. The installation part has nothing to do with the access speed part which imho is where the bigger problems are. Most of the people who had their 1GB plan installed isn't facing too much of an issue.

I agree with misato. I too had issues with Installation due to no signal in the TP. Once ON fixed the Issue, MR hooked me to 1Gbps with the very next available slot ( which was on a Sunday ). The experience of using 1Gbps is really awesome. I use VPN to HK for my work and it is as good as LAN ( got around 750++ dl / 450++ ul speed to HK site in speedtest ) and at home streaming videos from Netflix and Yupp TV (for Indian channels) is great and I cancelled my cable plan too.

Contacting customer support is bit tiresome at present but hope it will Improve after onboarding all the existing and new sign-ups to 1Gbps plan. I am not taking side, but thought of providing my own experience with MR.

 

[nightstalker2]

This is a reply from IDA that I received today. (and my original complain letter below)

I already cancelled my MR application 2 weeks ago and so this should be my last post on this matter. Sharing this for those of you still suffering.

[OpenNet] did call me to explain about a week after I did the cancellation to say that they fixed my delay. The guy said that they are sorting out the no-shows internally and it should stop (but obviously it is still happening)

[MR]'s VP, Greg, called me to explain the situation in detail and clearly. He even called me again before he wrote to IDA to close the case; that was really courteous! He repeatedly rejected my claim about ON sabotaging MR, saying that MR enjoys an excellent relationship with ON. I certainly hope I am mistaken!

We refer to your email dated 9 April 2014 and we apologise for not replying earlier as we needed more time to look into your feedback.

We have checked with OpenNet and MyRepublic (“MR”) upon receiving your feedback. We understand that the cause of delay to provision your order was due to insufficient fibre and tie cable. OpenNet and MyRepublic were working together to resolve the issues but had taken longer than usual on the rectification works. Though we have asked all parties to work together to expedite the resolution of these issues for your residence, we note that you have cancelled your order with MR last week.

We understand your frustrations with the delays and scheduling difficulties for the fibre installation and the inconvenience caused by the delay. We would like to assure you that IDA is monitoring the deployment issues on the ground and has asked OpenNet to expedite the resolution of these issues.

OpenNet is subject to penalties if they are found to have breached the Quality of Service (QoS) standards that IDA has put in place. We would like to assure you that IDA has never shied away from taking enforcement actions against service providers who have failed the QoS standards. Should IDA find that OpenNet has not met the QoS standards, it could face enforcement actions from IDA. IDA took enforcement action against OpenNet in November 2013. You may wish to find our enforcement decision against OpenNet at the following URL, http://www.ida.gov.sg/~/media/Files...Decisions/DeterminEnforce/PublnQoS14Nov13.pdf

We hope the above has addressed the issues you raised in your email.

This was the original complain email sent 2 weeks ago to

info@opennet.com.sg;ASK@opennet.com.sg;myservice@myrepublic.com.sg;philip_heah@ida.gov.sg;ida_qsm@ida.gov.sg;mci@mci.gov.sg;itham@sph.com.sg

I am a Starhub fibre subscriber facing tremendous difficulty in attempting
to switch my fiber subscription to the MyRepublic 1Gbps plan.
I signed up as early as January (no. 154 online)

1) My first appointment with OpenNet was supposed to be on 18 March, but
OpenNet did a NO-SHOW.

I was subsequently informed by MR later in the date that MR filed my
appointment with OpenNet but OpenNet''s appointment system somehow "lost my
appointment". (Common complain in the forums)


2) A second appointment with OpenNet was scheduled on 21 March, but
OpenNet then postponed it a day later, putting it as "Pending" until today,
which is 14 working days since my first appointment.


3) Last week, I filed an enquiry with OpenNet (OpenNet ref no:
16-01-18032014-84806-A), and received a reply saying that " it will take at
least 20 working days for the on-site issue at your premise to be
rectified."

From what I understand, OpenNet has a 98% within 3 days and the rest
within 7 days SLA. This is a massive failure of the SLA.


4) I am not the only one in this predicament. The Hardwarezone forums,
and Facebook pages are full of others facing similar delays.

The Straits Times article on Sat 5 Apr describing this fiasco was not
properly researched. I have looked through every single complain on
Hardwarezone and Facebook.

While MR may have communications/hotline issues, it is clear that the
actual delays are mainly caused by OpenNet, and OpenNet is the one doing
NO-SHOWS, which are completely unacceptable. There are many who actually
wasted their leave waiting for OpenNet to appear.


5) From a competition point of view, common sense suggests that this is a
deliberate attempt to sabotage MyRepublic, especially when their new 1Gpbs
plan disrupts the big 3. Can IDA show that it is monitoring the situation
and that this is not true? i.e. OpenNet installations for all service
providers equally miss their SLAs?


6) From a citizen point of view, I am denied to ability to switch Fibre
providers, or at least I have to pay dearly for the delays. In my case, the
non-contract price for my current provider (Starhub) is nearly 3X ($~150)
that of the contact price. (~$50).



My questions are:

A) Does OpenNet intend to take its SLAs seriously? And does IDA enforce it?

B) Will IDA introduce polices to protect broadband customers in the same way
mobile customers are?

C) Will the Straits Times continue to report on this matter factually, and
with careful research, and not base it on one or two mis-directed comments
on Facebook?

 

[roxas93]

Just got my installation done today although appointment was tomorrow but luckily I'm at home. Installation took less than half an hour and everything went smoothly.

 

[aptget]

anyone want to share their positive experiences? this chunk of bad feedback is giving me cold feet already haha

Installation was on 4 April 9~1pm . Tech came 9:30am way ahead of schedule only to find out OpenNet has YET to switch over. At around 10:30am, I've lost ALL internet connection.

Left a support ticket with no reply, dropped Niv a PM here and no reply until 6pm, he went the extra mile even after telling him to get the tech to come the next day. Niv insisted he will arrange delivery of Alcatel ONT before 8:00pm.

Another tech came (very chatty fella with whole bunch of knowledge) he installed it within 15mins, did a quick test and connection was up to par he admitted. But we chatted for another hour over tech stuff.

Downtime : 7.5 hours.
Up/Download speed ~ Not up to par as advertised but still I got way better than the old Gamer plan speed.

I;ve yet to submit a ticket to KPKB on the speed, but its improving every day. I was getting 300down/400up for 1st week but it fluctuates and went up as high as 600down/500up

Just THIS morning 6am, i did a test ... it was horrible 100down/300up. by noon, it was back to 600/500

I believe they are doing their best to adjusts on their end.

 

[Aero_GT]

Confirmed the appointment on 9April for today, 9am to 1pm.

MR guy came at around 11:30am, the installation was quite fast, around 20mins.

I was waiting for the ON pple to come, MR guy told me they're below, I think they're at the void deck, in some "server" room, fixing from there.

So the ON guys didn't appear @ your doorstep doesn't mean they're not working.

I stay in the east

 

[Henry Ng]

Just got my installation done today although appointment was tomorrow but luckily I'm at home. Installation took less than half an hour and everything went smoothly.

How is your international speed now? Please share your speed test. Like hong kong and japan.

 

[BattlefieldAsia]

How is your international speed now? Please share your speed test. Like hong kong and japan.

how many u wanna see ?
need the whole SG users to show u speedtest anot ?

 

[Henry Ng]

Confirmed the appointment on 9April for today, 9am to 1pm.

MR guy came at around 11:30am, the installation was quite fast, around 20mins.

I was waiting for the ON pple to come, MR guy told me they're below, I think they're at the void deck, in some "server" room, fixing from there.

So the ON guys didn't appear @ your doorstep doesn't mean they're not working.

I stay in the east

Show your hong kong speed test.