Maxis Communications
Reviews and Complaints

To Maxis:

I had registered for Maxis Business fibre 30mbps on 1/10/18, installer came on 5/10/18 for installation and promised will arrange TM installer to install by next week (12/10/18), but until today nobody follow up. I had called a lot of times (more than 10 times) for complaining also no respose.

There is such a bad service today, i really disappointing on it. I need someone to call me at [protected] Cyndie Toh ASAP to settle it before summit cancellation.

Thank you and hope to hear you soon.

Account number :[protected]

Contact name: Cindy Chang Hoi Li

Contact phone number: [protected]

6/9/18

I received a sale telephone call from maxis number which is 03-[protected] the sale peron's name was Alre. He introudced the new package which is maxis home fibre to me and there were two options RM89/month and RM129/month. At that time I agreed to take up the  $129/month  package and he sent me a flyer via what apps. Whatapps number [protected].

7/9/18

I submitted my IC via whatapps to Alren.

21/9/18

The technical guy came to my house and installed maxis fibre. The technical person told me that the speed was 30mbps and I thought he meant we signed up for the RM 89/month package. I talked to the technical guy that my request is 100mbps, he said OK and he will help me to upgrade to 100mbps. I ask how long it would take and he said 7 working days.

8/10/18

I received email from maxis fibre the bill showing 30mbps/139, I called maxis service centre 2times but no one picked up. It was frustrating so I sent a message to Alren the person who sold me the package. He said maxis was providing me the old package, and he said he was going help me to upgrade to 129/month 100mbps and again this will

need 7 working days.

12/11/18

I received email from maxis the bill is still charging me 30mbps/139.

I am very disappointed at Maxis and your customer service.

Q1- When is this going to be resolved? I would like to be contacted asap and have this rectify.

Q2 - I need a refund for the services that I did not receive from Maxis.

I am staying at taman jentayu, 14100 simpang ampat, penanng and there is no 4g or 3g coverage past 1 week. I tried contact maxis customer service lots of time. None picking up the phone. I am very disappointed with the service and customer treatment. There is no reception here currently and unable to use mobile internet at all. So pls make sure that I will be able to use internet

Greetings, I'm here to ask whether is there a stated rule saying whether the phone(iPhone-XR) the phone I'm trying get.Is it only available for the new number or the renewal of the contract ? I'm just curious as I went to a shop in Taipan (USJ) branch. The staff told me that the stock is only available for new number and it is not eligible for the renewal of contract .

My name is Chin Chung Hon([protected])
I have been using maxis plan since a decade ago. I find this service is a nuisance, shouldn't maxis would want their old customer to be loyal to them ? As this "rule" saying I'm not eligible to get the phone while it is still available.

Thank you

IPTV account no: [protected]
The maxis boardband internet speed in my IPTV package is stipulated 10MBPS costing RM 148 a month Of late i had been experiencing slow service in my download & upload so much so its terminated midway at times I had used a speedtest on the days as shown in the attachment
It can be seen from the resullts that the speed on certain days are much lower than the stipulated speed in my acceptance of the IPTV package

Hope that Maxis will look into this
Thank you
Teoh Lean Gek hp [protected]

I am staying in no 22 jalan gunung 43 bandar seri alam 81750 masai johor and there is no signal here. This place is located in town and I am very disappointed that there is no reception here and I am staying here for more than 10 years. So pls make sure that I will be able to use internet. My number is [protected]. I am paying more than rm 150 per month for this line. I also do not have reception to make a phone call. This is very disturbing for me to go out of my home searching for reception. I just want to make phone calls and use my internet. Thank you. From miss rajeswari

17 OCT 2018
IPTV account no: [protected]
The maxis boardband internet speed in my IPTV package is stipulated 10MBPS costing RM 148 a month Of late i had been experiencing slow service in my download so much so its terminated midway I had used a speedtest on today and have recorded the speed as shown in screenshots as attached below
It can be seen from the resullts that the sped are much lower than stipulated in my acceptance of the IPTV package
another issus is that i am still being charged such high rate for such low speed
The market rate is RM 89 at 30MBPS and this is from maxis
Can i opt for this package in lieu of the low speed 10BMPS
thank you
Teoh

Dear Sir,

I have approached Evercall Sdn Bhd (Maxis dealer) on 3/10/2018 for the Maxis line with phone package Iñfö. The sales person named Vicnes has confirmed the availability of IPhone 8 on the spot which make me decided to sign the package of iPhone8 with Rm98 maxis line plan ( switching from existing Digi line). He explained that need to take around one week to receive the stock so requested me to pay the deposit of Rm300 for the phone & deposit Rm98 for switching to the new line plan.
The phone line is successfully switch from Digi to Maxis on 6/10/2018. I have followed up on the status of the phone on 9/10/2018 but they say need to check & return the call later .
The sales person return call on 10/10/2018 with different statement that promised during signing up the package, he claimed that he promises the phone takes two weeks to arrive instead of one week( my hubby is with me while he explaining the details during signing up the package & both of us has receive the same info as mentioned earlier). If it need take two weeks to arrive how he can say the stock is available & request me change the phone line on the spot? Why don't wait the phone arrive just change the line since its need take more than a week & it is a phone-line plan packed which by right should come together at once?
He promises try to get it settle by particular week (before 14/10/2018). However, he still tell me the same statement that he has placed the order but the stock not arrive when I follow up on 12/10/2018. He just mention the stock only will arrive after 14/10/2018 but do not know the exact date. This dealer irresponsible attitude is not giving solution but just ask customer to wait without a confirmed date.
I have called maxis customer service & they say cannot do anything as they has no stock in maxis center; the only thing can do is place a complaint. The customer service info proved that the dealer has given the fake info to the customer by telling the stock is available although no stock in fact; the dealer intension is just want to grab the the business that benefit to them without taking care the customer needs/ request.
I make this complain with expecting Maxis take the immediate action on this dealer. Additional, I expecting to hear the corrective action from Maxis in order to control their dealer performance & not simply issue dealer license to irresponsible company.
This issue make me so disappointed with Maxis service and I hope to hear a satisfied response from Maxis before I change my mind to terminate the service from Maxis.

Hi Maxis,

I'm paying RM 150 per month to use maxis line and internet service.Maxis have provided 40 GB of internet to use..but I couldn't utilities this 40gb because it's very hard to get 4G in Relau Penang..
I use Maxis due to the good service that no others companies can provide.
But I'm regards now because it's very hard to get 4G at my place Relau Penang.
Please take is complaint seriously.
Do something to improve Maxis 4G network in Relau Penang if not Maxis going to loss a lot of customer in Relau Penang.. Thank in advance.

Dear Maxis,

I had submitted e-form request to change my RM139 (30 Mbps) to RM 89 ( 30 Mbps) on last week on August 2018. I had received a call from Maxis staff ask for verification for the change and I agreed on it.

On 13 Sep 2018, I called to Maxis to verify whether the change has complete. Unfortunately, the staff told me there's no request made & record of conversation was not even save by the 1st staff at all. He helped me to made the request and asked me to wait for 10 days.

On 23 Sep 2018, I called again to Maxis to check the status. The staff told me that I should wait for 10 days working days instead 10 calendar days. She confirmed that my package should change latest by 28 Sep 2018. She gave me the case ID for tracking before end the conversation, i.e. C21103795.

Today, 10 Oct 2018, I called to you (Maxis) again. Guess what answer do I get? My case only get submitted on 4 Oct 2018 and it still pending of amendment due to the heavy volume. The staff unable to confirm when the change can be make and I still need to pay for RM 139 package.

Dear Maxis, I do not hold grudge on your Maxis customer service because I understand it not their fault. But, I do really disappointed with your SOPs on how to launch these new packages. It is not systematic, slow, clients need to do multiple follow up and clients not even get any compensation and sincereful apologies for Maxis.

Dear Maxis, we're are now New Malaysia. Our country future is deeply relying on the technology & multimedia improvement. You have been many decades in Malaysia. You're one of a key player in Malaysia's market. We really hope Maxis service could getting greater in order on par with our developed neighbour countries. Please do not dissapointed us and show us the best of yours!o

Thank you,

Dissapointed but still with a glimp of hope - Maxis' client

I have requested to relocate my maxis fibre since last month but until now I haven't received any call from Maxis technician. I have called Maxis a few times but their answers are always the same that they will check and call back but they didnt call at all. I have wasted my one month to wait and I still need to pay Maxis for the bill without using it. Another issue is I have to wait very long for the customer helpline to transfer me to a person. Always have to wait for more than 15 minutes and listen to the advertisements. Please solve this ASAP.
This is my account number [protected]. If this problem not solved in this week, I would like Maxis to cancel my plan without any penalty fees. Thank you.

Date of Incident :
Reported several times since 02/10/2018 but not able to resolve issue permanently. Last case reported C21196326 lodged on 03/10/2018 not responded by technician to date.
Went to Maxis centre @ KL Sentral and showed to customer service officer herself that sometimes the line can call in, sometimes cannot and sometimes can call out, then sometimes cannot.
Each time technician calls, the call in is ok and tested good with call out but tried again later, issue is never resolved and happened again.

Client No : 03-[protected]

Full Description:
Installed new line on 29/09/2018 with number [protected] and tested good during installation.
On 01/10/2018, went to Maxis KL Sentral Centre to request for change of number to [protected] instead. Following this, tried out the number the next day (02/10) and discovered that I wasnt able to call in using my hp. Called Maxis centre several times on 03/10/2018 and also on 02/10/2018 on this intermittent issue. Whenever technician called in to troubleshoot, no issue but when test again much later, issue resurfaced again until today.

Desirable resolution:
1. Send technician over to troubleshoot once and for all the issue as I cant afford to be calling Maxis daily and calling again when issue happens after tested good.
2. Waive my current month billing until the issue gets resolved as I am not able to use the service that I had paid for and causing much inconvenience to me. It takes ages for someone to pickup the hotline.

Dear Sir,

On 5 Sept 2018 around 6 to 7 pm (Wednesday), your staff has been located where I'am using my mobile number. Helping friend I think. This is violated my privacy and tarnish your name. This is totally wrong.
Please investigate your staff who doing this. Should there be any SOP in controlling customer privacy?
I've been loyal to Maxis from past 18 years and this case really scared me.

Regards,
Norazlina
[protected]

This is my nightmare after swift Unifi to Maxis home fibre .Since apply march 2018, after technical left and the WIFI become very slow .After Maxis have launch the MEXPERT and i was register for change .

MY IP address was disconnect on 28Sep 2018 ( Friday ) and call around 8pm++, be inform will be receive call within 48 Hours and received SMS at 2353 as case was investigate .Dont know what time will the technical call me to check again the link as need to go out during weekend and i called call center on Saturdays, every time i need to wait around 20-28minute even line cut off .

First customer services will be okay to inform technical was working everyday and second customer services is Mr Vicki informed 48 hours meaning Maxis only reply on Monday without calling and will straight away call and make the appointment for settle problem .He keep asking you need my help or not like fighter and defender .

I feel uncomfortable and would like to terminate the services as backbone is belong to TM . I call again to ask if i terminate what is penalty and how about terminate without penalty with Maxis unable to solve within commitment . Customer service is quite good and soft to clam down customer .

Today 01/10/2018, there are no call from Maxis and i called call center 20minutes before my lunch time .
Around 12.59pm Ms Fanta pick up phone and inform the appointment is on 05Oct 10.30am .I was curious why there are no call and Maxis set time by their own time without inform customer, i would like to inform her i want to change the date and time to as soon as possible, she put remark in system to mention better time or date to inform technical before technical call .

Now time i find out, call center assistant is very TALKATIVE, FIGHTER and DEFENDER .I understand she want to inform me i could change when technical call me .BUT, no stop talking when i inform she stop talking and inform me to listen her !? Inform she is helping to solve problem, WHAT WILL YOU SOLVE !?KEY IN MESSAGE TO INFORM FOLLOW YOU OWN OPINION !?AND SAID, IF I AM LISTEN HER, CASE WILL BE SOLVE 20 MINUTE AGO !?

Finally she shut up, is very simple request message indicate in system, 1.NO on 05OCT 10.30am 2.as soon as before 05OCT and time around 5-6pm as could arrange family member to waiting in house to avoid technical call me with same date and time for fix the problem.

Whether MAXIS call center help to solve the problem or customer give easy way message to Ms Fanta .
I will keep this complaint and previous this wall customer complaint to show MCMC if there are no solve with commitment for terminate the service and would g back to TM - unifi as backbone is belong to TM, might their could action fast as backbone belong to TM .

Maxis service teruk sangat.. Saya pengguna maxis num telefon [protected].. line sy barred.. Kate 1 Bulan bayaran rm99 sj.. Slps package Baru Ngan hand phone Baru Dapat Cuma bayar 60 sj sebulan. Tp sy masih bayar rn100.. tapi teruk punya service maxis sudah byk Kali barred line sy.. Bila telefon service center 123/ [protected]. iklan Mengarut sj Selama 15 minutes.. Teflon nak cakap Ngan perunding pun Susah nak.. Nak duit punya pasal iklan Mengarut berulang Selama 15minit / continued.. Takkan Kate maxis worldwide service Tapi Bila col service center.. Lama nk menunggu di talian sambil melayan ilkan2 Mengarut.. Takkan pelanggan maxis tido Kut. Macam ni ke service maxis.. Kalau nak iklan Bukan Cara begini.. Teruk. Memang teruk service u org. Mengarut.. saya nak tau sebab Apa Kate bulanan Rm 60 sj. Tp Mengarut kene barred line sy [protected].

To MaxisFibre

Maxis has been terribly bad lately. It keeps disconnecting. 30Mbps with RM139 monthly can no longer be reliable.
We can't do any proper work or surfing.

I have been calling maxis for the pass 3 days with regards to my VOIP that is not working.
We could not receive any incoming calls and neither we can make any calls out?

I have call maxis support service many times and was put on hold up to 20 minutes before I ended the waiting myself!
They promise to have the technician to call yet they never did!

My VOIP is down so I have to call them using my own line from YODOO!
Is Maxis turning 2nd after P1Max with worst service?

Best regards,
CHELSEA L.

I'm writing to complaint about Maxis bad network.
My home address as below:
No. 11, Jalan Duta 1/4, Taman Nusa Duta 81300 Nusajaya, Johor.
As I search the 3G/4G coverage for the area on the map it shown strong coverage. But I always got poor network at my house for both 3G and 4G, it shown only one or two bar on the network signal.

Please take action as soon as possible on the network issue.

To whom it may concerns,

Name : Khalifah Nor Binti Kamarudin
Contact No. : [protected]
Email : ayeesya.[protected]@gmail.com
Account No. : [protected]
Plan : MaxisOne Home 10Mbps

Recently I just register Maxis Home Fiber. I've been experiencing no connection on wifi frequently and it happen intermittent.
I've been complaining this issue to your Maxis Centre. Based on your system my connection is running accordingly. What they can do is, they reboot my modem than only I can use the Wifi.
On 17 September 2018, your team has sent technician to look into this matter. He came over and confirm my connection is fine. He has reboot the system and wifi back to normal.
18 September 2018 it happen again and your staff reboot back the system and he want me to monitor. You can check thru your system, how many time I complain.
19 September 2018 once again wifi cannot connect. Please refer to the photo below for better understanding.
Wifi connected but cannot function. It's very irritating and fed up to contact your centre and for your info, it's not easy to get them on he phone. Monthly bill you have given but the network connection like [censored]...
Very disappointing and frustrated on the service given...
This is my final decision, I insist and demand to terminate this plan at no costs to me due to the poor service connection.
Very fed up, irritating and tension when back home. No peace in my life...

I just upgrade my fibre from 30 to 100mbps.on 7th sept 2018 maxpert come without preparation, their laptop die off because of no battery and they even borrow my laptop to do configure and they seems like do not know anything, they even try to plug cat5 cable from laptop directly to tm modem.so they never do wifi blind spot test, never do speed test and unable to provide any technical support.they also call for help, even for changing router. This is maxloser not maxpert. Not helping at all.

To maxis

I would like to make a complaint about your service. My line was barred and deactivated due to overdue payment. Today I requested to unbar my line in order for me to receive the TAC for payment because I was using company's Wi-Fi to access my bank account. For the reason that my company's Wi-Fi having a trouble the line was very unstable, i decided to message my friend, Ms Cheong for a help. So she did me a favour to transfer the oustanding overdue payment through her pbb online banking and she called up Maxis to unbarred and reactive my account. Unfortunately, one of your staff, samzul (as pronounced) unable to unbar and reactive my line due to suspended (that's what he told my friend). So Mr Samzul put her onhold many times just for verification. After my friend has done with the verification, Mr Zamsul told her the line still wasn't unbarred and reactivate successfully due the line is suspended. So what was this account being suspended actually? My friend Ms Cheong was told that the reason being suspended is that I made a request earlier to unbar the line for TAC on the payment but i didn't make any payment successfully so my line is barred again then being suspended and at the same time the payment was made by third party (Ms Cheong) instead of me. What a good reason to suspend my account even though the payment is made. Mr Samzul told my friend that he needs to do some verifications again personally just with me. He requested me to call him. Question here, how can I make any calls as my line is barred? Is he asking me to borrow somebody's phone to call? I'm not staying in Malaysia. I'm a Singapore citizen. I travel here for company's meeting with this maxis number. When i notice my line is barred i will try to make payment myself in any other way, unless unfortunate circumstances.

Few months ago, my friend helped me to make payment, she did the same thing, called up maxis centre to ask for unbarred and it's all good. Nothing was bothering until today.

Just to inform that i am 10 years regular customer with Maxis. Non of any other channels can make my mind changed because I still look good on Maxis. Just a simple picture you can make a big round turn. You make customer frustrated for your service. As long as the payment is made, the line can be unbarred and reactivate simple as that. Why do you need to make things super complicated?

Lee kin Ming
[protected]
Account no : [protected]