MyRepublic fibre - Part 4

[starch1990]

as of now, am still holding for their staff to answer my call

 

[zymphurious]

I'm an old myrepublic customer, whose 2 year contract is already over by a few months or more, and is paying 59 (old price) for the 100mpbs plan. And have yet to recontract to newer,cheaper, faster plan, as I was considering if I should stick with myrepublic.

The good. During the 2 years, there were some hiccups here and there, some very minor. And it was all in the 1st year. Customer service via email then was fast. And billing problems (which apparently is still ongoing till now) was addressed personally by Lawrence then. Speed was decent. No complains. I don't bug them at all unless absolute necessary, eg. double billing 3 times.

As an ISP, that started off with claims to be different from the BIG 3, especially in the customer service part, I feel that they have diverted from that path totally. It just need one super bad experience, to totally cancel the good feeling that one have accumulated throughout the years for a service provider. And myrepublic have done just that.

At the time during my sign-up, M1 was not an op-co yet, throttling was still being done at M1, myrepublic is competitive in pricing, and signs of good customer service was everywhere in HWZ or facebook. Personalised promotions such as the N66U router (handled personally by Lawrence) was abundant. Feelings was good. The company expanded, I know. Personalised service is a thing of a past, I understand. But a nosedive in customer service? That I feel, have become even worse than that of the BIG 3, is disappointing.

In my case, the cause that needed me to contact customer service, was for the Norton Internet Security renewal code. Which I understand as complimentary for old customers (I am still on my original plan).



Timeline:
6-Sep: Raise a support ticket via their Zendesk support.

8-Sep: Got an automated email from Zendesk that the ticket was assigned to Virgel.

9-Sept: Still no response at all. Not even a "Hi, I am working on your ticket. From Virgel".

10-Sept: Decided to try live chat at around 4pm.
Spoke with Dominic. Initially, he told me that myrepublic staff are handling a major issue and thus I can only receive an email in 3-4 days.
I told him about my support ticket created on 6 Sept. And in the end, he promised, gave me his word even, that I will received an email with the renewal code on 11 Sept.
I even type the question back, "can I confirm with you, Dominic, that I will receive an email with the NIS renewal code on 11 September 2014", and he replied with an affirmative, that I WILL get the email by 11 September 2014.
(even if it's 3-4 days time, from 10 Sept till now, its 3 days already)

12-Sept:
No signs of promised email at all. No update on Zendesk support ticket still.
Decided to try live chat again at around 4pm.
Spoke with Yanlin this time round.
I request to speak with Dominc.
And after a long while, Yanlin told me Dominic is out of office, and will not be back till who knows when.
Then I request to speak with Virgel, afterall he was assigned to my ticket right?
No, apparently, he was out of office too.
At this point, frustration is tethering at boiling point.
Why assigned someone who is out of office to a support ticket?
Is there no SLA in myrepublic concerning support and customer service?
And on 10th Sept, Dominic did not mention that Virgel is out of office.
And he even said, he will get Virgel to address my support ticket asap.
So now, 2 persons that is working on my case, is mysteriously out of office.
And Yanlin's words are that Dominic might not know that Virgel is out of office.
Now, I am getting befuddled.

At this point, Yanlin asked me for my support ticket number. I gave her.
After yet another long while, she say she will get her relevant colleague to send me an email with the code.
I told her, I have been waiting since 6 Sept. And I really don't want to wait any longer. And ask her when can I expect the email. And said, I would like to get the email by the end of today (12 Sept). Can she please do something like prioritise or expedite it?
Again, after a long while, Yanlin say, if it goes well, I will get my code by the end of 12 Sept.
And so I thought personally, fine. I give them till 13 September then. I will not get mad if I don't receive my email by end of 12 Sept day. I give them one more day.

Dear all, it's 13th September 5pm.
And still no email.
NOTHING.



More than the cause, it was the experience that left a bad taste with me. I will understand if there is no more such complimentary code, I will understand if you need time to work out a new agreement with Norton if there is such a thing. Yes, it will definitely reflect badly on the company when they could not fulfill what they had promised as complimentary services at the time of sign-up. And reflect badly on their treatment of old customers. But that is another case altogether.

But tell me something, communicate with me. Don't give false promises. When you promise to work on a solution, work on it. And if you are unable to fulfill that promise, inform the customer, that you are sorry, that there will be a delay, and you cannot deliver. And give a deadline which YOU CAN.

Bottomline, communication. Keep the customer in the loop.

Sadly, I will not know the cause, as promises were given with no intention to fulfill, no explanation on why it is not being fulfilled. And whoever who is working on my case, mysteriously disappear. 0.0

On a sidenote, during my live chat session with Yanlin, anything I ask in regards to my problem, takes a very long time to be answered. So it goes like; I talk, wait a long while, see that she is typing, wait a long while, then she reply. Which I will reply, and the cycle repeats.
But when I ask for the process flow for terminating the service with myrepublic, the reply is fast. Relative to the rest of the conversation, instantaneous.
Which is ironic.

Really, myrepublic, are you encouraging old customers to terminate? Really?

 

[ceecookie]

i call them to cancel my order and to pay $297. it been 3days they don't even border to take my $297 .

i guess i did the right thing to cancel the order before the installation start

Maybe MR cant be bothered to earn $297 from you

 

[bluecloud]

Been trying to call them all day without success. Sent a PM to one of the MR staff on this forum and still awaiting a reply. I know they're busy, but as my appt is coming up next week, I am worried.

My upcoming 1GB upgrade appt was unexpectedly changed yesterday via SMS by MR. Apparently, MR is having problems with Nucleus Connect, which I understand is wholly owned by Starhub.

Regardless, a last minute change of date is creating a lot of problems for our schedule. I had taken leave from work, and arranged for my mentally ill father to be away from our house specially for this upgrade as he doesn't deal well with strangers.

Right now, I am looking into ViewQwest as our backup plan. After two years with MR, I was pretty happy with them but their recent customer service is making me reconsider whether to re-contract with this company.

 

[Lehnsherr]

Been trying to call them all day without success. Sent a PM to one of the MR staff on this forum and still awaiting a reply. I know they're busy, but as my appt is coming up next week, I am worried.

My upcoming 1GB upgrade appt was unexpectedly changed yesterday via SMS by MR. Apparently, MR is having problems with Nucleus Connect, which I understand is wholly owned by Starhub.

Regardless, a last minute change of date is creating a lot of problems for our schedule. I had taken leave from work, and arranged for my mentally ill father to be away from our house specially for this upgrade as he doesn't deal well with strangers.

Right now, I am looking into ViewQwest as our backup plan. After two years with MR, I was pretty happy with them but their recent customer service is making me reconsider whether to re-contract with this company.

Who did you PM? I had luck with nivlek1985.

But honestly don't hold your hopes too high on a fast upgrade. Mine was a smooth sailing one and from the time I bought up the thing on upgrade to nivlek1985 to the actual installation day it took about a month.

So in your case which is unfortunately a problematic one, you might have a longer wait.

The biggest problem now with MR is they have completely disappeared from this thread, leaving those with problems none to turn to, and those without problems feared of having a problem.

 

[bluecloud]

Who did you PM? I had luck with nivlek1985.

But honestly don't hold your hopes too high on a fast upgrade. Mine was a smooth sailing one and from the time I bought up the thing on upgrade to nivlek1985 to the actual installation day it took about a month.

So in your case which is unfortunately a problematic one, you might have a longer wait.

The biggest problem now with MR is they have completely disappeared from this thread, leaving those with problems none to turn to, and those without problems feared of having a problem.

Thanks for sharing your experience I sent a PM to nivlek1985 last night so I know it will take some time for them to get back to me.

I had spoken to MR about our expiring contract several times over the past few months. Each time they assured me everything can be done on schedule. So I was blindsided by their last-min notice yesterday.

 

[Lehnsherr]

Thanks for sharing your experience I sent a PM to nivlek1985 last night so I know it will take some time for them to get back to me.

I had spoken to MR about our expiring contract several times over the past few months. Each time they assured me everything can be done on schedule. So I was blindsided by their last-min notice yesterday.

That time he took a while to reply me also. Wait 2 weeks then someone called me to schedule installation, then the date they specified was 2 weeks away. So add up around 4 weeks.

As for the last min notice they give you I recently saw some others posted they kena also. Whether it has anything to do with post comex I am not sure.

So bottomline is whether you want to wait or not, but be warned their customer service recently has gone down to drain. You are fine if you have no problems but if u have its a heads or tails thing whether you will get it solved promptly or not.

 

[diamond96]

I'm getting ridiculous low upload speed ...
Called in but waited too long and I hang up. Anyone also experience this ?

Loading some page is slow and the result of my speedtest

 

[xRenol]

confirm must be 1 Gbps then will have this issue de? me also encounter sudden drop in connection, cant load facebook pics etc...

I am not implying that the issue must be on 1Gbps plan because I am also on 1Gbps but never encounter the same issue.

 

[alamakazim]

lets gather, they are not resolving our problem!!!!

http://forums.hardwarezone.com.sg/n...nresolved-bad-connection-mr-user-4805032.html


https://www.facebook.com/groups/312435915602314/

 

[tuckloong]

I am not implying that the issue must be on 1Gbps plan because I am also on 1Gbps but never encounter the same issue.

wah nod nod..sad sad..soccer streaming this morning was bad hope tonight's matches will be better

 

[diamond96]

My connection is super slow now. seems like the upload speed is even lower than yesterday. what's going on??

 

[xiaorazor]

I'm getting ridiculous low upload speed ...
Called in but waited too long and I hang up. Anyone also experience this ?

Loading some page is slow and the result of my speedtest

is have and i'm using homeplug, what i try is unplug the homeplug, plug it in again, connect it to ont for awhile and then connect back to rounter and it was back to normal

 

[diamond96]

is have and i'm using homeplug, what i try is unplug the homeplug, plug it in again, connect it to ont for awhile and then connect back to rounter and it was back to normal

I power off my router n ONT for 5mins with the plug pulled out.

I power back it's still the same.

 

[twtan14]

I kept getting disconnected today.

 

[xiaorazor]

I power off my router n ONT for 5mins with the plug pulled out.

I power back it's still the same.

maybe can try connect to the other port on the ont see is there any difference


btw, just long it take for it take for MR to call and arrange a date for installation?
been 2 weeks and still no call

 

[alamakazim]

I power off my router n ONT for 5mins with the plug pulled out.

I power back it's still the same.

power off both

switch on ONT 1st.... wait for connection ready

switch on router


*but this is not right!!! how can we be doing this!!! again and again and again

 

[ry0suk1]

This is really ******** that they only put 1 address to redeem the tab 3 at great city.. Now I come here they say no stock.. Ask me go amk collect.. They don't even bother to inform customer great world city no more stock..

 

[seller4]

Im on 1Gbps plan as of yesterday.

This is what i Get, even when my Ethernet Adapter is on 1Gbps. Cables are all on Cat 6.

I find my DL speed is more the same as my old 100mbps plan on MR.

So whats the improvement should i be seeing on 1Gbps plan.. I seen fellow members post 900+ speedtest results. Even if i can achieve 700+ i be happy.

Speedtest directly without RT68 router direct to ONT is even worst 20mbps.

What should i do, get MR to come check on the Box?

MR came down to check on my speed issue before.

The technician did a check and told me to archive the so call 1Gbps, I need to do the following.

1) A laptop with a powerful processor (4th Gen Intel Core i5 or Core i7 preferred)
2) The latest generation of Gigabit Network Card with the latest driver
3) Power option set to "High Performance"
4) Anti-virus program disabled
5) Laptop is not download stuffs when conducting the speed test

I am able to get 900+Mbps download now on my new laptop when connected directly to the ONT.

 

[arsenal_sux]

MR came down to check on my speed issue before.

The technician did a check and told me to archive the so call 1Gbps, I need to do the following.

1) A laptop with a powerful processor (4th Gen Intel Core i5 or Core i7 preferred)
2) The latest generation of Gigabit Network Card with the latest driver
3) Power option set to "High Performance"
4) Anti-virus program disabled
5) Laptop is not download stuffs when conducting the speed test

I am able to get 900+Mbps download now on my new laptop when connected directly to the ONT.

Thanks for the tips. I have Options 1, 3-5 done. Im going to do this, will rebuild my Laptop from scratch again and post another test.

Btw, plugging direct to ONT should be fast, but im not getting fast speeds.