PETALING JAYA: Barely a month old, Jaring's new broadband Internet service is experiencing some hiccups, with potential customers claiming that the new service is not living up to their expectations.
Lee Yan Chun, 25, said his hopes of getting Jaring’s Internet broadband service were dashed when the company said there were no DSLAMs (Digital Subscriber Line Access Multiplexer) in the area where he stays.
“This was the same excuse given to me by another broadband service provider last year,” the customer service representative told In.Tech in an e-mail.
Lee claimed Jaring misled the public when it said the company was offering a “blanket nationwide coverage,” when it only covered areas where incumbent telco, TM Bhd's DSLAM broadband ports were available.
In.Tech reported on Oct 27 that Jaring is now providing nationwide broadband Internet service.
Jaring chief executive officer Dr Mohamed Awang Lah was quoted as saying that with “the blanket nationwide broadband coverage, Jaring is fulfilling its role to provide broadband service to all Malaysians and increasing the rate of broadband penetration throughout Malaysia.”
When contacted, Mohamed said the word “nationwide” has to be taken in the context of the available telecommunications infrastructure in the country.
“It’s nationwide in the sense that the service is available in most parts of the country and not limited to particular areas,” he said.
He said Jaring had to depend on TM’s last mile DSLAM access to provide its broadband services in certain areas.
Mohamed said Jaring and other wired broadband Internet providers use TM’s “limited ADSL (asymmetric digital subscriber line) infrastructure to offer its broadband service.”
He said that if Jaring were to roll out its own broadband service, it would take some time to attain complete nationwide broadband Internet coverage, and would require high capital investments.
“Wired telephone infrastructure – through which wired broadband services are carried – can only be provided via TM,” he said, adding that this is the current state of the country’s wired broadband services.
“Even the incumbent telco took a few decades to achieve its current level of nationwide coverage,” he added.
Mohamed claimed “there is no way for any other service provider to install new wired infrastructure and have an instantaneous rollout.”
He said Jaring is also working on another way to reach other potential Internet broadband users through its wireless broadband connection. This method, he said, would be independent of TM's infrastructure.
Jaring is working on this method in phases and some time is needed before it is available nationwide, Mohammed said.
Meanwhile, another Jaring customer, Michael Tan, claimed that he was charged differently from what was advertised by Jaring when he signed up for its Internet broadband package.
“I was charged RM295 for a modem that was supposed to be free and a monthly fee of RM90 when it was supposed to be RM79,” said Tan, who has been subscribing to Jaring for the last 10 years.
Mohamed said Jaring will investigate this complaint. “If this is proven to be true, Jaring will refund the affected customer,” he said. – JO TIMBUONG
~source
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