TM is taking action against contractors for damaging their fibre cables

Last weekend’s broadband slow down was caused by cable cuts on TM’s fibre network. This affected Streamyx, Unifi, Unifi Mobile as well as other broadband services that tap on TM’s infrastructure.  

In their latest update, they shared that the disruption was caused by multiple fibre cuts due to ongoing road works by MRT contractors in Sentul as well as Sabak Bernam West Cost Expressway (WSE) contractors in Sabak Bernam. These cable cuts have caused slow internet experience especially when accessing websites and video streaming platforms. 

According to TM, fibre repair and replacement works are still underway. To fix the problem, they have optimised their network by rerouting traffic and all affected services have been fully restored at 10:00am. TM has already highlighted this cable cut issue to the relevant local councils and TM is taking necessary actions against the responsible contractors. 

Below is the official statement from TM:

STATEMENT FROM TM
19 NOVEMBER 2018

Following our alert yesterday on the service disruption which affected our unifi, Streamyx, unifi Mobile as well as Wholesale services in Central, Northern, Eastern regions, Sabah and Sarawak since 11:00 p.m, 17 November 2018, Telekom Malaysia Berhad (TM) would like to clarify that the disruption was attributed to multiple fibre cable cut incidents due to the ongoing road works by MRT 3rd party contractors in Sentul and Sabak Bernam West Coast Expressway (WSE) contractors in Sabak Bernam.

Our technical team started work on the affected cables as soon as the fault report was lodged.

We would like to update that while the fibre cable cuts repair and replacement works are still underway, we have optimised the network by rerouting traffic and fully restored the services affected at 10:00 a.m. today so that the internet experience is back to normal.

Meanwhile, we have highlighted this issue to the local authority council to prevent this from recurring and we are taking necessary actions against the contractors.

We apologise for any inconvenience caused by this and would like to thank customers for their patience and understanding during the affected period. Rest assured that the services will be back to normal upon completion of the restoration activities.

For any enquiries, customers can reach out to us via Live Chat at care@unifi app or unifi.com.my/chat, tweet us @helpmeunifi or message us at facebook.com/weareunifi.