Celcom Axiata
Reviews and Complaints

Over the weekend from 21st onwards until today 23rd Feb 2022, I found digi line with “1 bar” only and sometimes no internet connection at all. I am working from home and this happened, it is really really frustrating.

My friend told me it was because of changing from 3G to 4G, Fine! Why there were no notices to us? I recalled Celcom sent me series of sms when they upgrade to 4G/ 5G.

Clearly Digi is unable to communicate effectively and no email on its website for customer’s feedback.

celcom esim menyusah kan nak kena pegi center kalau replace phone.. bila call cakap tak da cara lain nak replace esim kena ke center..telco paling teruk dan menyusah kan dan xnak berubah demi customer.. yoodo boleh je amik esim dari app dan scan barcode dari email.. apesal celcom tak boleh buat?

Sir/madam

My name is Mr Ivan Lee. I am surprised that you have billed a call that I have made on my AT&T (USA) account while I was in Dublin Ohio in December 2020. I returned to US on Nov 18, 2020. The Iphone 10 (Mega package) which I acquired from your branch in Melaka was switch off and on airplane mode throughout my stay in USA. I demand a refund for an authorised billing your company have charged. My phone number [protected].

To Whom it may concern, reason of writing as per subject no network. I have 4 Smartphone's (Different brand), 3 Tablet's (Huawei) all using Celcom which we find it disappointed during the subject date and as well as this happen last month ago 25/10/2021 No Network from 6pm till 10pm, all the mentioned device basically useless. This thing happen again not even 10 days. The area that I'm living is at Rawang Perdana. I have been using Celcom for quite sometimes without fail until Celcom & Digi decide to join. I'm not sure does this would cause Celcom coverage to be weak but as far as I know Digi have schedule to have maintenance 25/10/2021 to 26/10/2021 which I presume it has something got to do with it. Do not tell me coincidence, please do fix this as I do not want to experience the same unresolved issue which I'm the paying customer. If Celcom refund us the No Coverage time to us I would be happy but in reality it is not possible so I'm being reasonable here, to move on please do upgrade your coverage to get it strong as before merge, Celcom line used to be perfect but after merge this [censored] happen... weak coverage sometimes no coverage at all which makes things hard especially kids now require to have online classes & adults like us need to use it to work. I used to be Digi customer before I switch to Celcom, the reason of switching to Celcom is because of weak coverage which never been resolve in my area sometimes totally no network inside the house. I'm disappointed with Digi which I had ban them for not able to resolve my issue. I hope I do not have to go thru the same again. Also Celcom website is sucks as I have been trying to file a complaint but was "Error Occured" unsuccessful submission & ask to retry again, how many times need to resubmit, been doing it 3 times already

Dear Celcom Axiata Malaysia,
internet signal worst coverage in Antaragapi, Serendah, 48200, Selangor since last 2 days. Difficult to communicate but bill still count to be pay later by customer.
Hopefully fast action/trouble shooting can taken by celcom axiata soonest possible.

from:
Rozaimi Zamri

Hi,

I have been traveling to Europe and I am not able to return to Malaysia yet due to the pandemic. I am still waiting to hear from Immigration and my Celcom has been deactivated. While in France, I wasn't able to have my Sim card work until recently. I have been using the same number for 5 years and couldn't go to a cube to unlock it nor reload within the grace period. I contacted the whatsapp customer care who said they cannot assist because the line was already deactivated. I will also loose 240rm on my account... I would appreciate it if you could assist because all my bank details (e.g, TAC) are link to my number +[protected]. My french documents are also link to my Malaysian number as I have been a resident for 5 years. I cannot possibly think that nobody at Celcom can help with this issue. We are still in the middle of a pandemic. I hope everyone understands what is going on. Nothing is simple right now. Thanks in advance you for your help, take care.

Vincent Lerouvillois

Hi. Im from company PSI Incontrol Sdn Bhd. I have started make a complaint regarding low coverage in my office area to Celcom on April 2021. May 2020, Celcom said that they will upgrade the network coverage and completed on July 2021. But until now the coverage still low and sometime only 1 bar for the internet. Please send technician to our office because we need an advise. We are regular customer since 10 years ago and pay monthly total up to 30 lines.

Thank you.

Our issue here is Network coverage issue, since 2 year depending on 3g bcoz lack of 4g coverage, now 3g has been disabled, we dont have signal anymore.
Send a technical to this address & check. Not a device problem. Jalan Ecohill 1/1C, Setia Ecohill, 43500 Semenyih, Selangor.

Hi Celcom Axiata..please upgrade your network at Sacofa Tower Kampung Sungai Apin, 94800 Simunjan Sarawak..
Almost 3 years we are having trouble with low network and internet coverage...most of the people that area was using celcom..please help
Some of student facing an internet problems while online learning during this Covid 19..
Hopefully Celcom will solve this problems as soon as possible...

since june I keep calling Celcom on poor signal on my phone that cause me unable to to access any website smoothly and I keep calling Celcom customer service since June but until today issue not resolve.

I keep chasing all the managers moana, 16 officers in total to get solutions until today no call back from managers. as I confirm, agent have raised multiple request for call back but no call back from manager

The worst part, I paid my bill HIGH every month when I unable to use my data and I have to use my other wifi and pay double for my wifi

I really didnt get any help from CELCOM to settle my issue. I have no idea how to get CELCOM be responsible and have good customer service to assist customer. agent just try to transfer to manager, but for 35 minutes waiting on the line, manager still not available

I really hope CELCOM will cancel my line and I change the provider

I received an OTP. I did not request for one. The SMS said that if I did not request for the OTP, to call 1111, which I did at 11.55 am on Wednesday, 30 June 2021. A lady picked up the call and asked me for which number did I request the OTP. I told her that I did not request for the OTP and was calling her to complain about about the unsolicited OTP which I had received. She kept repeating that I had solicited for the OTP which I denied a few time. The person who took my call then told me to hold on, which I did. Then she disconnected the phone. Oh my dear, what dreadful service from Celcom. Am going to switch to Maxis shortly.

Been trying to call celcom customer service. After 10 trial, manage to get through the agent, after asking my phone number for termination, he ask me to wait. Waiting for 20 minutes, the call ended automatically without my request being done.
Trying to call again. After 6 times, managed to get through another agent, then same thing happened. Asking phone number, then ask to wait to be transferred to termination department. Then, they ask again my phone number, confirmation then asking me to wait again. Then waiting for 15 minutes until the call ended. No response from them. Why so difficult, only termination request.

The network coverage says that my area shouldn't have any problem and it even shows 4g on my phone but the truth is i cant even browse the internet swiftly and the speed of the internet shows 13.3B/s only. Even worse when I've called the customer service twice and both calls didnt connect. I hope there is improvement and for the customer service team please contact me and explain it to me.

[protected]

Hi guys, I've lost rm10 just now. My balance suddenly deducted rm7 for no reason. Then I've to top up again because didnt enough credit to buy my monthly internet plan. Please help to check. Thank you.

On 24/4/2021, I went to the outlet for my issue that need to be solve as soon as possible. But they only take the report and ask me to wait for 3 working days.

However, after 2 weeks, i will go again on 8/5/2021 and still my problem not solve until now. The agents at the outlet also very rude and not helpful at all. Is this how you treat your customer with their inquiry?

I know celcom is very big company that have big name.Kindly take my complaint and ask the outlet to resolve my issue ASAP. Thank you.

I am very disappointed with the reply of another Celcom support today. Few days ago, one of the support told me the roaming charge will be refunded. And yesterday, I received a text message from Celcom that I have to pay $150.80(roaming charge in Mar21) to avoid my Celcom number being barred. This morning (Italy time) I chatted again with Celcom support. But it's different support personnel. This guy told me this " I'm sorry The system on approved the refund request for 1time only."
Why previous support told me this " Thank you for your detail. As per check, the process refund within 7 business days. If got any feedback, our support team will inform you thru SMS." and this " Yes, correct. If not show in your next bill, please refer back to us ya."
I totally don't get it. The system can allow Celcom customer to claim for refund for 1 time! Yet, the system can allow Celcom staff make mistake for more than 1 time? In my previous complaint about roaming charge, I have emailed to request to deactivate the voicemail in JAN21. But Celcom ignored my request and keep charging me roaming cost on Feb21. I complaint about this and they refunded this Feb21 roaming in Mar21 bill. However, again they charged me roaming in Mar21 bill and I requested for refund again...and now he told me can't do because the system can only do 1 time refund?! What nonsense is this? System is created by human! Now human have to listen to the system and consumer has to be the victim for the mistake the Celcom staff did?
Celcom's Management Level, please stand up and walk around to check the operations! It's really bad and not professional at all!

Again my March 2021 Celcom bill being charged roaming for all unanswered calls amounting to RM150.80!
In JAN21, I emailed to support@celcom.con.my to deactivate my voicemail! No reply from Celcom! Then my Feb21 being charged roaming. I emailed again to Celcom! NO reply and each time I quoted the reference number given by Celcom to follow up the status, they reply with another new reference number to my problem! What is this?
I managed to find another way to communicate with Celcom I.e through the Whatapps. I explained the problem of my bill on chat room. Finally, they deactivated my voicemail which I never requested to have my voicemail active! Yet, they activate for you without your consent so they can rob of your money when you travel overseas! Even though you turned off your mobile data and roaming service! This is robbing in broad daylight!
After my complaint, Celcom credited back the Feb21 roaming charge.
But this Mar21, they told me this roaming charge is valid and I have to pay it because Celcom deactivated the voicemail in March only! What is it Celcom ?! Is this how you make money? Celcom! Please come to your conscience and stop making profit in this unethical method!

Charged roaming for calls not answered and for voicemail never opened!Wrote to support to query this.Never get any response.Celcom is a robber!One time they responded I have to deactivate my voicemail on my phone.I asked how?Never heard from them.My bill came with high roaming charge! I keep writing to support@celcom.com.my but it's a waste of time! They close the case without solving it. My last bill also showed number I didn't call! Now I wonder if my number is secured or being hacked and used to make calls out?! Celcom sucks! Nowadays, they are so many spam calls and I don't even answer these calls! But Celcom charges me roaming anyway! WTF! Time to switch to other telco when I return to Malaysia.

I had made a complaint on 08 Feb 2021 @ 1958 Hrs Ref :1-[protected], Supervisor is En. Hamzah Regarding the SMS content as shown in the bill highlighted in red square attached below. He told me there will be no charges on the SMS content, but why do I still get the charges? Please wave off the charges or else will forward to MCMC, Domestic Complaint Dept for further action, thanks. My phone no., is [protected] for WhatsApp [protected]. - Ong Ah Cheong

Thanks

Ong Ah Cheong
[protected]
whatspp : [protected]

I am writing to complain your support staff that I called to +[protected].

I am asking my prepaid get terminated because I dint top up for 3 months.

I asked anyway i can check or track my number. But the funny and stupid support girl keep mention "Because your number is terminated. I NOT SURE WHERE YOUR NUMBER GOING. I DONO BECAUSE YOUR NUMBER IS GOING TO RECYCLE". What the hell of these nonsense answer. I call to Celcom support yo find a solution. end up i received "I DONO, I NOT SURE". If you dono about your product. bloody hell please resign from the position. Useless!