MyRepublic Big Launch

[queks]

21 days without internet services. Opennet and MR engineer came and found nothing wrong. All patching point and signal is good and correct. This is still a MR problem....

Cust no. C1003429

25 days without internet services. Despite so many rounds of checking and changing of fiber boxes, nobody is able to find the problem. I am still left with no service. I want a foc cancellation of contract...

Cust no. C1003429

 

[Henry Ng]

25 days without internet services. Despite so many rounds of checking and changing of fiber boxes, nobody is able to find the problem. I am still left with no service. I want a foc cancellation of contract...

Cust no. C1003429

Suggest u go MR head office at 33 Ubi Ave 3 #04-13 Vertex Tower B S'pore 408868 to tell them what you want.

 

[nivleK1985]

25 days without internet services. Despite so many rounds of checking and changing of fiber boxes, nobody is able to find the problem. I am still left with no service. I want a foc cancellation of contract...

Cust no. C1003429

Hihi,

Sorry i was out for external event for the past few days. I have informed my team to look into it. I believe they have contacted you.

 

[sweemechai]

Strange things happen

Hi guys,

I got my 1GBps. Was very happy as speedtest all 950Mbps mark. However, I notice the following in a very consistent manner.

When using Chrome the ping will always be 3ms or 5ms, very fast.
But when using Firefox or Safari, the ping will always be < 30ms

I realise the HWZ forum, ppl response, but MyRepulic outlet, nobody response.

Btw, I have no problem in connection and speedtest, but I suspect foul play in some part.

I typically work from home and using Apple Remote Desktop to remote into my server. When I use the 1GBps connection, the remote screen is very laggy and slow til the point of unusable.

But when I use ExpressVPN to login from another country like Hong Kong, guess what, my Remote Desktop is fast and smooth. This is being consistently observed every day. My office is using Singtel business broadband. So I am thinking, is Singtel trying to throttle MyRepulic connection til it is unusable?

I have no proof of course, but why is it when I login from Hong Kong using VPN, everything is smooth while using the bare MR's connection it is slow like hell..

Anyone experience such thing?

 

[Visual_Gravity]

Using a homplug and test from desktop in my room.... is this the best? however the contractor that came to install said that homeplug is not recommended... is that true?

 

[mister38]

How long I have to wait for my 1Gbps to be install?
apply on Feb till now still no news no sound no calls from MR....

 

[doki81]

How long I have to wait for my 1Gbps to be install?
apply on Feb till now still no news no sound no calls from MR....

maybe it's time to wait and see before it's your turn...i see many bad feedback recently on MR...now i am not sure if i shall continue with them or not..

 

[Henry Ng]

maybe it's time to wait and see before it's your turn...i see many bad feedback recently on MR...now i am not sure if i shall continue with them or not..

If you look at internet report, MR 150Mbps gamer plan can only get 50% of the speed for international speed.

 

[aptget]

Using a homplug and test from desktop in my room.... is this the best? however the contractor that came to install said that homeplug is not recommended... is that true?

go WIRED ... inexpensive, but needs trunking.

HomePlugs ? I bought 2 brands, and have NEVER got it to work properly.

1st time plug in, and was able to get connected etc. After rebooting, I've NEVER got it to work again. Bought 2nd branded HP, and same thing happened... went back to the first HP and it works again... I gave up and threw it away.

 

[Visual_Gravity]

go WIRED ... inexpensive, but needs trunking.

HomePlugs ? I bought 2 brands, and have NEVER got it to work properly.

1st time plug in, and was able to get connected etc. After rebooting, I've NEVER got it to work again. Bought 2nd branded HP, and same thing happened... went back to the first HP and it works again... I gave up and threw it away.

haiz... Hope the trunking wont look ugly from my living room... i just hate the white thing covering the wall it looks damn ugly... FML need to redo my room...

 

[Henry Ng]

haiz... Hope the trunking wont look ugly from my living room... i just hate the white thing covering the wall it looks damn ugly... FML need to redo my room...

just run the trucking low near the floor and when painting the wall paint it as well so the same colour so do not look that bad.

 

[Binaries]

Hi guys,

I got my 1GBps. Was very happy as speedtest all 950Mbps mark. However, I notice the following in a very consistent manner.

When using Chrome the ping will always be 3ms or 5ms, very fast.
But when using Firefox or Safari, the ping will always be < 30ms

I realise the HWZ forum, ppl response, but MyRepulic outlet, nobody response.

Btw, I have no problem in connection and speedtest, but I suspect foul play in some part.

I typically work from home and using Apple Remote Desktop to remote into my server. When I use the 1GBps connection, the remote screen is very laggy and slow til the point of unusable.

But when I use ExpressVPN to login from another country like Hong Kong, guess what, my Remote Desktop is fast and smooth. This is being consistently observed every day. My office is using Singtel business broadband. So I am thinking, is Singtel trying to throttle MyRepulic connection til it is unusable?

I have no proof of course, but why is it when I login from Hong Kong using VPN, everything is smooth while using the bare MR's connection it is slow like hell..

Anyone experience such thing?

There's no foul play but merely issues that both MR and Singtel needs to iron out, a few users and I have feedback speed and ping issues to Singtel for weeks now but no response no nothing. I have discovered the same issues when I do remote desktop for my clients and the speed always varies from hours to hours. You have to pray for a good time to have the connection be up and working properly.

Yet calling the MR hotline is a nightmare, so much for expanding the team. Waited 30mins on a normal business hour and still no one picks up the damn phone, I just had to try my luck putting it on loudspeaker and leaving it by the side of my desk while working, sucks to be proven right.

Both taken on different timing. Even when the speed is working the ping is ridiculously off.

I wouldn't go the extent of suggesting foul play or talk about conspiracy theories, but what the MR team needs to do right now is to LOOK into the issues people are raising up and also to stop being so selective at picking out questions and issues from us consumers.

What is wrong with your hotline support exactly and what happened to the forum presence? There is practically none right now. Got issues, can't get through to your hotline, no one picks up; bringing it up on the forum yields no response, your live chat is bad. Do we have to resort to emailing you guys every single time there's issue that can be easily look into and to keep your customers in the loop?

The funny thing is when I called Singtel to check up on this, they actually did their part and tried to call MR as well but they told me, can't get through at all.

 

[Henry Ng]

Hi guys,

I got my 1GBps. Was very happy as speedtest all 950Mbps mark. However, I notice the following in a very consistent manner.

When using Chrome the ping will always be 3ms or 5ms, very fast.
But when using Firefox or Safari, the ping will always be < 30ms

I realise the HWZ forum, ppl response, but MyRepulic outlet, nobody response.

Btw, I have no problem in connection and speedtest, but I suspect foul play in some part.

I typically work from home and using Apple Remote Desktop to remote into my server. When I use the 1GBps connection, the remote screen is very laggy and slow til the point of unusable.

But when I use ExpressVPN to login from another country like Hong Kong, guess what, my Remote Desktop is fast and smooth. This is being consistently observed every day. My office is using Singtel business broadband. So I am thinking, is Singtel trying to throttle MyRepulic connection til it is unusable?

I have no proof of course, but why is it when I login from Hong Kong using VPN, everything is smooth while using the bare MR's connection it is slow like hell..

Anyone experience such thing?

950Mbps is sg speed test result. Try doing speed test to Hong Kong (Telin) and Beijing and see whether you get 950Mbps. Try new york speedtest server to see the speed.

 

[aptget]

950Mbps is sg speed test result. Try doing speed test to Hong Kong (Telin) and Beijing and see whether you get 950Mbps. Try new york speedtest server to see the speed.

try other ISP to the same HK, BJ, NY servers too. same same ba ... we will never get 950Mbps to overseas.

 

[Henry Ng]

try other ISP to the same HK, BJ, NY servers too. same same ba ... we will never get 950Mbps to overseas.

Local speed only la. For Hong Kong can get 300M+ is super fast speed.

 

[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.

Hi all,

It has been more than 1 month since my last post. Just want to provide my honest feedback after being asked to contact Solomon Teo (hwz: Nivlek 1985) from MyRepublic via email. Engineers were sent down to my house twice, but the tester laptops they brought to my house all showed the same speed as my laptop. I tried borrowing laptops from my friends to check the speed, but all laptops show the maximum speed no where higher than 500Mbps. At times, it dropped to 60Mbps only. Upon the 2nd visit by the engineer (subcontractor from MR), he too agreed that the problem is most likely at the backend, but he told me he has no visibility to MR's backend.

Service wise, was just as bad as before, Solomon went radio silence after sending down the engineer once. For the 2nd appointment, I had to call in many times and finally got the 2nd appointment from another kind MR staff. And even when I was promised on a fee waiver by Solomon Teo, it was not followed up by him at all until many calls and the call finally reached SOMEONE else, only then did the matter got surfaced.

If there is 1 sentence to describe my feeling for the past month, I felt like I am the project management team for my own broadband issue. I have since given up on the speed issue, because it simply wasted too much of my time and effort to talk to MR staff who simply cannot be bothered.

Good luck to the rest of the MR customers who have signed up, I hope the service will improve by the time you guys did your installation.



Past posts:

nivleK1985 wrote:
drop me a mail. Will ask the engineering team to head down and see what's the issue.


Bryant2012 wrote:
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 wrote:
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 [].


Bryant2012 wrote:
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.


ntec66 wrote:
Don't think you should stoop down to the level of shooting the messenger, Bryant was simply sharing new information he got from your CSO, information that suggest MR is not acknowledging problems and wasting others time. Unless of course, you think Bryant is lying and making the whole accusation up. Well, if that is the case then it is up to Bryant to clarify.


nivleK1985 wrote:
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.



ntec66 wrote:
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.



Bryant2012 wrote:
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).

 

[queks]

25 days without internet services. Despite so many rounds of checking and changing of fiber boxes, nobody is able to find the problem. I am still left with no service. I want a foc cancellation of contract...

Cust no. C1003429

28 days without internet services. What else can i say......

 

[queks]

Hihi,

Sorry i was out for external event for the past few days. I have informed my team to look into it. I believe they have contacted you.

Hi, your guys did contact me. They offer me 3 months waiver of subscription. However, they have deducted the fee for this whole months of non services render. I am not sure will they deducted my money for next month which till now i have not receive any services. So they waiver is just for my payment to myself during the non service period.

I am not interested in waiver. I want the contract to be cancelled foc if the service is not up by wed 21 may which is exactly a month after installation and my money back for charges paid without any service render.

I will also seek my legal advice on whether is there a breach of contract since the money was deducted and no service was render after next wed.

 

[Henry Ng]

Hi, your guys did contact me. They offer me 3 months waiver of subscription. However, they have deducted the fee for this whole months of non services render. I am not sure will they deducted my money for next month which till now i have not receive any services. So they waiver is just for my payment to myself during the non service period.

I am not interested in waiver. I want the contract to be cancelled foc if the service is not up by wed 21 may which is exactly a month after installation and my money back for charges paid without any service render.

I will also seek my legal advice on whether is there a breach of contract since the money was deducted and no service was render after next wed.

Honestly do not understand why MR do not want to cancel for you since they are not providing the service. If your case go to CASE and come out in newspaper then MR will be very famous.

 

[nivleK1985]

Hi all,

Spoiler

It has been more than 1 month since my last post. Just want to provide my honest feedback after being asked to contact Solomon Teo (hwz: Nivlek 1985) from MyRepublic via email. Engineers were sent down to my house twice, but the tester laptops they brought to my house all showed the same speed as my laptop. I tried borrowing laptops from my friends to check the speed, but all laptops show the maximum speed no where higher than 500Mbps. At times, it dropped to 60Mbps only. Upon the 2nd visit by the engineer (subcontractor from MR), he too agreed that the problem is most likely at the backend, but he told me he has no visibility to MR's backend.

Service wise, was just as bad as before, Solomon went radio silence after sending down the engineer once. For the 2nd appointment, I had to call in many times and finally got the 2nd appointment from another kind MR staff. And even when I was promised on a fee waiver by Solomon Teo, it was not followed up by him at all until many calls and the call finally reached SOMEONE else, only then did the matter got surfaced.

If there is 1 sentence to describe my feeling for the past month, I felt like I am the project management team for my own broadband issue. I have since given up on the speed issue, because it simply wasted too much of my time and effort to talk to MR staff who simply cannot be bothered.

Good luck to the rest of the MR customers who have signed up, I hope the service will improve by the time you guys did your installation.



Past posts:

nivleK1985 wrote:
drop me a mail. Will ask the engineering team to head down and see what's the issue.


Bryant2012 wrote:
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 wrote:
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 [].


Bryant2012 wrote:
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.


ntec66 wrote:
Don't think you should stoop down to the level of shooting the messenger, Bryant was simply sharing new information he got from your CSO, information that suggest MR is not acknowledging problems and wasting others time. Unless of course, you think Bryant is lying and making the whole accusation up. Well, if that is the case then it is up to Bryant to clarify.


nivleK1985 wrote:
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.



ntec66 wrote:
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.



Bryant2012 wrote:
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).

Firstly, i apologized as i'm not in office for most of the day last month due to various external events. Thus, I requested others to do the follow-up for me. As far i'm concerned. There's certainly no such thing as a firmware issue on the black ONT. More than half of our customer are using the same ONT, thus if there's indeed an issue, we certainly would't be providing the equipment for them. The only time a firmware is pushed down is during the first startup. If we indeed have a firmware upgrade, we would have requested all our customer to turn off and on the ONT after 5mins. Which we did not, thus prove there's no such thing as a firmware issue.

We will take such issue seriously and make sure the CSO involved do not make sure statement again.

As far as i understand from my field engineers. The laptop you are using is a 5 years old laptop. If it's a backend issue, it would be stuck at either 300Mbps and not above 300Mbps as we only provide 300Mbps and 1000Mbps.

Above all, I understand Rachael and others are looking into your case. Thus, i leave it to them to do the follow up.