MyRepublic Big Launch

[nivleK1985]

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.

To my knowledge. The Singtel backend staff has direct contact information to our team. Thus, there's no reason for them to be calling the main hotline or "can't get through to us at all".

However, it is indeed weird that Singtel speed is extremely slow. It seems the download is being limited.




Traceroute has started…

traceroute to info.singtel.com (203.127.23.38), 64 hops max, 72 byte packets
1 my.router (192.168.1.1) 2.016 ms 0.400 ms 0.300 ms
2 172.28.0.1 (172.28.0.1) 3.134 ms 2.712 ms 3.506 ms
3 103-6-148-49.myrepublic.com.sg (103.6.148.49) 60.375 ms 4.152 ms 3.024 ms
4 myr-0001.asianetcom.net (203.192.154.153) 5.095 ms 4.639 ms 4.074 ms
5 te2-1.502.arc005.sin3.pacific.net.sg (192.169.32.33) 5.097 ms 8.545 ms 5.232 ms
6 ge1-1-1.dcr1.sin7.pacific.net.sg (192.169.32.209) 22.754 ms 33.523 ms 3.936 ms
7 gi0-1-0.dgw2.sin5.pacific.net.sg (192.169.32.78) 8.396 ms 10.874 ms 7.275 ms
8 165.21.49.126 (165.21.49.126) 38.086 ms 38.836 ms 37.700 ms
9 203.125.232.130 (203.125.232.130) 40.889 ms 40.894 ms 41.035 ms
10 203.127.23.38 (203.127.23.38) 93.216 ms 94.041 ms 93.944 ms


Traceroute result seems to point out the jump only occur after it enter 165.21.49.126

According to whois - http://www.whoisstuff.net/ip-lookup.php?domain=165.21.49.126

It belongs to Singtel backend. Regardless, we are happy to work with Singtel to see how we can resolve their issue

 

[coloumbiaGames]

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.

CASE?
CASE is a joke seriously.

 

[Magickiller9]

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.

I find it very hard to believe you don't work for Singtel. Who the hell memorized every singtel product offering etc and promotion other than someone working in singtel.

 

[nivleK1985]

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.

No service = no charge. Let me check with my team and give you an answer. I'm confidence they are capable of assisting you. =).

 

[Henry Ng]

I find it very hard to believe you don't work for Singtel. Who the hell memorized every singtel product offering etc and promotion other than someone working in singtel.

I am ST and M1 user. I am more interested in IT and science thing and I know a bit on how to fix electric lighting and plug. I also know how to fix computer and I read about space and know a bit about space too. Could remember any thing I have seen since I was < 5 years old. Many people call me a "talented one".

 

[imacbie]

I am ST and M1 user. I am more interested in IT and science thing and I know a bit on how to fix electric lighting and plug. I also know how to fix computer and I read about space and know a bit about space too. Could remember any thing I have seen since I was < 5 years old. Many people call me a "talented one".

Lmao!! TALENTED indeed!!

 

[Bryant2012]

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.

1. During the whole of last month, while you are "out for events", nobody contacted me at all. So who is Rachael? This is despite numerous emails to you which you could have replied me instead of keeping radio silence. Your promise to waive my fee, was not fulfilled. My GIRO was deducted for both April and May. You call this follow up? Does your team needs to take 1 month to follow up?

2. you said in your email to me that your engineers are issued brand new mac book pro, but on both occasions, your engineers did not bring down any tester laptop which is good enough to prove to me that the speed problem is due to my laptop. If you cannot prove to me that other laptops can hit the acceptable range of speed, what you are explaining here serves no purpose to the customer, really. Unless your purpose is to cover up the truth, if not, just prove to me that my Fibre BB can hit the acceptable speed range. I have said this many times to you in the email, which obviously you failed to do so after wasting 2 of my saturday afternoons. Where is the new mac book pro you mentioned?

3. If you have really understood from your field engineer, which I am pretty sure you did not. Your field engineer Albert told me the issue is likely with back end. I have borrowed other laptops which are relatively new and with relatively good specs to test the speed, but the speed is still the same. To summarise, 2 laptops from your field engineers, plus another 3 new laptops from my friends - but speed is still below 500Mbps. The field engineer also mentioned, the speed should not fluctuate to 60Mbps, as I told him that at times the speed did fluctuate to 60Mbps.

I understand from others that there is another more responsible MR guy sharing the Nivlek1985 account, so I do not wish to say anything bad about Nivlek1985. So, Solomon Teo, I am not expecting your so called "team" to follow up, because you have already showed me how irresponsible you have been, for the past month, the only person who have been trying to follow up, was myself.

Enough of the bad service and excuses, no point trying to argue further with you, I am just a customer who is trying to get what I am paying for. If any other MR staff is kind enough assist me, please allow an FOC cancellation of the contract, which I will gladly accept and look for other ISP, you can keep that 1 month of fee waiver which you promised but was not delivered, I would rather switch ISP.

 

[Bryant2012]

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.

Hi queks, I was promised on 1 month of fee waiver too. But so far MR has already deducted my fees for the months of April and May. I suggest you call in during office hours to request to speak to the Billing Department directly, for me, it was only after I reached the Billing Department 1 month later did I found out that no fee waiver request was being forwarded to the Billing Department at all.

 

[Henry Ng]

Hi queks, I was promised on 1 month of fee waiver too. But so far MR has already deducted my fees for the months of April and May. I suggest you call in during office hours to request to speak to the Billing Department directly, for me, it was only after I reached the Billing Department 1 month later did I found out that no fee waiver request was being forwarded to the Billing Department at all.

Look like queks is serious about it this time. If queks take legal action and get it on newspaper, it will be interesting to read about it.

 

[xRenol]

Normally your replies are quite an interesting read but this time round I think you're overly positive with no reason in defense for MR.

Speedtest result is surely in no way to gauge the real-time issue but that is just was just one of the only few way to highlight the issue to singtel, I have 2 separate clients on singtel as well and having them do a speedtest to my server yields the same speed result.

Speedtest to singtel never had an issue right from the start, this issue only came up lately this early May for me.



How much do you need to optimize for connections within Singapore itself? Laughable.

It was a general statement and I just related what I saw in the previous post by MR.

 

[Binaries]

To my knowledge. The Singtel backend staff has direct contact information to our team. Thus, there's no reason for them to be calling the main hotline or "can't get through to us at all".

However, it is indeed weird that Singtel speed is extremely slow. It seems the download is being limited.




Traceroute has started…

traceroute to info.singtel.com (203.127.23.38), 64 hops max, 72 byte packets
1 my.router (192.168.1.1) 2.016 ms 0.400 ms 0.300 ms
2 172.28.0.1 (172.28.0.1) 3.134 ms 2.712 ms 3.506 ms
3 103-6-148-49.myrepublic.com.sg (103.6.148.49) 60.375 ms 4.152 ms 3.024 ms
4 myr-0001.asianetcom.net (203.192.154.153) 5.095 ms 4.639 ms 4.074 ms
5 te2-1.502.arc005.sin3.pacific.net.sg (192.169.32.33) 5.097 ms 8.545 ms 5.232 ms
6 ge1-1-1.dcr1.sin7.pacific.net.sg (192.169.32.209) 22.754 ms 33.523 ms 3.936 ms
7 gi0-1-0.dgw2.sin5.pacific.net.sg (192.169.32.78) 8.396 ms 10.874 ms 7.275 ms
8 165.21.49.126 (165.21.49.126) 38.086 ms 38.836 ms 37.700 ms
9 203.125.232.130 (203.125.232.130) 40.889 ms 40.894 ms 41.035 ms
10 203.127.23.38 (203.127.23.38) 93.216 ms 94.041 ms 93.944 ms


Traceroute result seems to point out the jump only occur after it enter 165.21.49.126

According to whois - IP Lookup - whois 165.21.49.126

It belongs to Singtel backend. Regardless, we are happy to work with Singtel to see how we can resolve their issue

Glad to know that you guys are "happy" to work with Singtel on the issue ( bear in mind this has been going on for 2 weeks now before you finally acknowledge it ) I'm probably kidding myself BUT hopefully there will be an update or resolution to it soon instead of having me or other affected users to call in now and then to be stuck on your hotline waiting endless for someone to pick up the damn phone.

Initially I thought a 1GBPS plan would be gimmicky but I am proven wrong, I did enjoy the new speed and I enjoy what the new plan offers me but I am hating the customer service and I am hating the fact that we always have to beg you guys to look into something and to get back to us. Despite claiming 24/7 technical support I can't even get to you guys on a normal business hour OR 1AM in the night.

Given how notorious MR reputation is right now, empty promises, failure to update customers of underlying issues and the can't be bother to follow up attitude; I remain skeptical and can only wonder if I would stay on after my plan ends but can you blame me for it?

I have verbally recommended MR to a few of my friends and relatives and now whenever they have an issue that apparently can't be resolve, I can only bury my head and say sorry man I'm on the same boat.

The whole point of leaving the Traffic Lights were for the exact same reason but I'm feeling the same thing all over again.

 

[nivleK1985]

Glad to know that you guys are "happy" to work with Singtel on the issue ( bear in mind this has been going on for 2 weeks now before you finally acknowledge it ) I'm probably kidding myself BUT hopefully there will be an update or resolution to it soon instead of having me or other affected users to call in now and then to be stuck on your hotline waiting endless for someone to pick up the damn phone.

Initially I thought a 1GBPS plan would be gimmicky but I am proven wrong, I did enjoy the new speed and I enjoy what the new plan offers me but I am hating the customer service and I am hating the fact that we always have to beg you guys to look into something and to get back to us. Despite claiming 24/7 technical support I can't even get to you guys on a normal business hour OR 1AM in the night.

Given how notorious MR reputation is right now, empty promises, failure to update customers of underlying issues and the can't be bother to follow up attitude; I remain skeptical and can only wonder if I would stay on after my plan ends but can you blame me for it?

I have verbally recommended MR to a few of my friends and relatives and now whenever they have an issue that apparently can't be resolve, I can only bury my head and say sorry man I'm on the same boat.

The whole point of leaving the Traffic Lights were for the exact same reason but I'm feeling the same thing all over again.

I'm currently testing the route.

Not sure why the route seems rather weird regardless of ISP. I know of the high call volume. Hence, we have the new chat system. We are looking forward to implement new areas for customer to provide us feedback such that we can move faster. Calling may seems effective. But it's certainly better to leave just a note and for us to work on it and provide update. And that seems to be the way forward.



Traceroute has started…

traceroute to info.singtel.com (203.127.23.38), 64 hops max, 72 byte packets
1 172.20.10.1 (172.20.10.1) 5.421 ms 1.364 ms 1.397 ms
2 * * *
3 * * *
4 * * *
5 46.246.65.202.unknown.m1.com.sg (202.65.246.46) 18.342 ms 18.068 ms 20.790 ms
6 203.116.245.225 (203.116.245.225) 20.514 ms 91.528 ms 19.249 ms
7 203.118.15.173 (203.118.15.173) 18.474 ms 37.020 ms 20.983 ms
8 203.118.15.246 (203.118.15.246) 19.604 ms 74.202 ms 17.537 ms
9 165.21.45.93 (165.21.45.93) 17.744 ms 71.162 ms 17.498 ms
10 ge-1-3-0-tampines.singnet.com.sg (165.21.12.70) 22.904 ms 168.053 ms 21.690 ms
11 165.21.49.126 (165.21.49.126) 21.066 ms 47.064 ms 21.583 ms
12 203.125.232.130 (203.125.232.130) 25.357 ms 38.967 ms 30.654 ms
13 203.127.23.38 (203.127.23.38) 36.032 ms 19.602 ms 22.014 ms

 

[xRenol]

I'm currently testing the route.

Not sure why the route seems rather weird regardless of ISP. I know of the high call volume. Hence, we have the new chat system. We are looking forward to implement new areas for customer to provide us feedback such that we can move faster. Calling may seems effective. But it's certainly better to leave just a note and for us to work on it and provide update. And that seems to be the way forward.



Traceroute has started…

traceroute to info.singtel.com (203.127.23.38), 64 hops max, 72 byte packets
1 172.20.10.1 (172.20.10.1) 5.421 ms 1.364 ms 1.397 ms
2 * * *
3 * * *
4 * * *
5 46.246.65.202.unknown.m1.com.sg (202.65.246.46) 18.342 ms 18.068 ms 20.790 ms
6 203.116.245.225 (203.116.245.225) 20.514 ms 91.528 ms 19.249 ms
7 203.118.15.173 (203.118.15.173) 18.474 ms 37.020 ms 20.983 ms
8 203.118.15.246 (203.118.15.246) 19.604 ms 74.202 ms 17.537 ms
9 165.21.45.93 (165.21.45.93) 17.744 ms 71.162 ms 17.498 ms
10 ge-1-3-0-tampines.singnet.com.sg (165.21.12.70) 22.904 ms 168.053 ms 21.690 ms
11 165.21.49.126 (165.21.49.126) 21.066 ms 47.064 ms 21.583 ms
12 203.125.232.130 (203.125.232.130) 25.357 ms 38.967 ms 30.654 ms
13 203.127.23.38 (203.127.23.38) 36.032 ms 19.602 ms 22.014 ms

When the Internet is down, people will sure resort to call in since they cannot access the online chat. Thus, calling is not seem effective but one of the few ways to seek for assistance.

 

[Just Me]

I'm currently testing the route.

Not sure why the route seems rather weird regardless of ISP. I know of the high call volume. Hence, we have the new chat system. We are looking forward to implement new areas for customer to provide us feedback such that we can move faster. Calling may seems effective. But it's certainly better to leave just a note and for us to work on it and provide update. And that seems to be the way forward.



Traceroute has started…

traceroute to info.singtel.com (203.127.23.38), 64 hops max, 72 byte packets
1 172.20.10.1 (172.20.10.1) 5.421 ms 1.364 ms 1.397 ms
2 * * *
3 * * *
4 * * *
5 46.246.65.202.unknown.m1.com.sg (202.65.246.46) 18.342 ms 18.068 ms 20.790 ms
6 203.116.245.225 (203.116.245.225) 20.514 ms 91.528 ms 19.249 ms
7 203.118.15.173 (203.118.15.173) 18.474 ms 37.020 ms 20.983 ms
8 203.118.15.246 (203.118.15.246) 19.604 ms 74.202 ms 17.537 ms
9 165.21.45.93 (165.21.45.93) 17.744 ms 71.162 ms 17.498 ms
10 ge-1-3-0-tampines.singnet.com.sg (165.21.12.70) 22.904 ms 168.053 ms 21.690 ms
11 165.21.49.126 (165.21.49.126) 21.066 ms 47.064 ms 21.583 ms
12 203.125.232.130 (203.125.232.130) 25.357 ms 38.967 ms 30.654 ms
13 203.127.23.38 (203.127.23.38) 36.032 ms 19.602 ms 22.014 ms

Talking about routing, the streaming experience with china sites seems to be slipping.. I hope it can be optimized again soon..

 

[nez]

Talking about routing, the streaming experience with china sites seems to be slipping.. I hope it can be optimized again soon..

Experiencing this as well.

Since few days ago, family complaining leTV cannot watch.

 

[Just Me]

Experiencing this as well.

Since few days ago, family complaining leTV cannot watch.

Even 56.com cannot stream now..

 

[nivleK1985]

Experiencing this as well.

Since few days ago, family complaining leTV cannot watch.

Even 56.com cannot stream now..

There's something even better then the current optimizing process coming soon =D. Currently testing it. If possible, email me the various website and i will test it as well.

 

[nivleK1985]

Purly for testing purposes.

Could you guys share screenshot on the number of content you have on your PPS App?

 

[Just Me]

There's something even better then the current optimizing process coming soon =D. Currently testing it. If possible, email me the various website and i will test it as well.

56.com used to stream with hardly any buffering issues. PPTV can't stream 超清 streams smoothly during peak hours as it used too. Youku/tudou/pps still geo-locked for tvb dramas.Streaming from sohu used to work as well..

Purly for testing purposes.

Could you guys share screenshot on the number of content you have on your PPS App?

Is there a difference for the PC and mobile versions? Streaming is acceptable but most content still not viewable. I only use the Android/iOS versions..

 

[Henry Ng]

Experiencing this as well.

Since few days ago, family complaining leTV cannot watch.

Not only MR users can not watch Letv. Since day one I can stream every sites except Letv and it keep lagging every few seconds. Server is super super super slow.