21 Sep 2018
TM reiterates commitment to enhance the broadband experience of Streamyx customers
Telekom Malaysia Berhad (TM) today reiterated its support of the Government’s aspirations of improving the reach and experience of broadband services in Malaysia, and its commitment to address the issues faced by Streamyx and its loyal customers in a more comprehensive manner.
In July, TM announced its upgrade plans for Streamyx (pre-unifi) customers tounifiin coverage areas or double the speed for those in non-coverage areas. The upgrade will enable its existing broadband customers to experience faster speeds at their existing package price. Following the announcement, TM has received many enquiries and much feedback from customers who are eager to know whether they are eligible for the speed upgrade. TM is grateful for the feedback given and is working hard to realise the broadband aspirations.
TM has been continuously investing to enhance both its fibre and copper network over the years to deliver high speed broadband with wider nationwide coverage. The copper network is a legacy network and has always faced many challenges, mainly technological limitations. This requires a longer term and more permanent solution, which will take time to implement. Additionally, TM has continuously invested in the rollout of LTE 4G network and WiFi hotspots to complement its fixed network to provision broadband services anywhere, anytime via home@unifi, mobile@unifi and wifi@unifi. TM’s LTE 4G services coverage currently exceeds 77% of the household population in urban and rural areas and together with our partner, complimenting it with 90% 3G services coverage. To enable the convenience of mobility, the Company also enhanced its WiFi coverage and service quality with more than 12,000 hotspots nationwide to date.
Through its Broadband Improvement Plan which began in 2016, TM has been working hard to enhance the experience of both unifi and Streamyx customers, concurrently. Understandably, it has been easier to execute the unifi speed upgrades, which are served by fibre. TM is now giving specific focus to Streamyx and high-rise broadband customers served through its own or the buildings’ copper networks.
Imri Mokhtar, Executive Vice President of unifi, said: “Over 1 million home and business customers nationwide are today on broadband over TM’s copper network – both on landed and high-rise properties. With rising demand of a more digital lifestyle and business needs, what was before termed as a high speedinternet’, may not cut it anymore. We hear your 1 million voices. We remain committed as Malaysia’s nation building partner to invest and build the needed network that brings value to our customers, shareholders and other key stakeholders and for the country’s digital economy.”
“Based on our customer and network analytics, over 340,000 customers reside in a fibre broadband area, but are somehow not yet part of the 1.26 million unifi community. To date, we have successfully upgraded nearly 50% of these customers to unifi at no extra cost to their current bill. We urge remaining customers to grab this opportunity and complete this attractive unifi upgrade exercise by March 2019,” he added.
Imri explained: “Starting from 2010, TM has continuously expanded Malaysia’s fibre broadband coverage. Nonetheless, such coverage is yet to reach all of our existing broadband customers. Copper limitation is more pronounced for Streamyx customers, with 8Mbps being the best broadband speed that can be delivered today. We value your trust and sincerely appreciate your loyalty and more so for your patience and understanding. Where technically possible, we shall double the Streamyx speed at no extra cost to your current broadband bill. Close to 180,000 Streamyx customers can look forward to this free upgrade.”
Streamyx customers who are eligible for the speed upgrade will be contacted via email and phone. TM urges customers to update their latest contact details i.e., telephone number and email address to facilitate this process. This can be done both via the unifi portal and unifi care app. To address the remaining Streamyx customers, TM is working towards a more definitive solution and has initiated discussions with major stakeholders to deliver better broadband experience nationwide by exploring various fit-for-purpose technologies.
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TM appoints Dato’ Mohd Rais Azhar as the new CTIO
Bids farewell to Dato’ Rafaai Samsi on his retirement after 40 years of service in TM Telekom Malaysia Berhad (TM) today announced the appointment of Dato' Mohd Rais Azhar as its new Chief Technology & Innovation Officer (CTIO) with effect from 18 February 2018, following the retirement of Dato' Rafaai Samsi as the CTIO of TM on 14 February 2018. Prior to this, Dato' Rais was the Deputy CTIO, and in addition to his role as the new CTIO, Dato' Mohd Rais remains the Chief Information Security Officer of TM - the position that he has served since 2017. Dato' Mohd Rais joined TM in 1988, and 2018 marks his 30th year with the Company. As TM's CTIO, he will be responsible for Network, IT and overall technical delivery, fulfilment and assurance for TM Group. In addition, Dato' Rais will strategise, formulate, direct and lead the implementation and operations of Information Security organisation. This covers Information Security Strategy, Architecture, Governance, Risk, Compliance, Development, Threat Intelligent and Operations in order to ensure the Confidentiality, Integrity and Availability of information assets protection for TM Group. Commenting on the new appointment, Dato' Sri Mohammed Shazalli Ramly, Group Chief Executive Officer, TM said, "We are pleased to congratulate Dato' Mohd Rais on his promotion as TM's CTIO. As a TM home grown leader, he has the experience and expertise to elevate innovation at TM in the era of digital natives." Dato' Rais has vast experience in Malaysia's telecommunications industry and he was also one of the pioneers in establishing Corporate Information Superhighway (COINS) team, providing the first TM's Frame Relay service back in 1997. In addition, Dato' Mohd Rais has been involved in and actively led numerous transformation projects in TM including both High Speed Broadband (HSBB) projects. Meanwhile, Dato' Sri Shazalli also expressed his utmost gratitude to Dato' Rafaai Samsi for his dedication, contribution and loyalty to the TM Group during his tenure, "We would like to express our highest gratitude to Dato' Rafaai for all that he has done for TM. In the 40 years that he has served TM and the nation, he has engineered not just our technical transformation, but more importantly, our transformation from being a network-oriented company, to one that is service-oriented." "As the former CTIO, Dato' Rafaai's behind-the-scenes contribution and efforts towards TM's success goes beyond Information Technology & Network Technology. The change that he pioneered at Customer Experience has been transformational. He has changed the mindset of Warga Keluarga TM to become even more customer-centric. This is certainly in line with our consistently above global telco average Customer Satisfaction Measure (TRI*M) index scores over the years - a testament to our concerted efforts in improving customer experience. This laid the foundation of TM as Malaysia's Convergence Champion and strengthens our brand promise of "Life Made Easier"," he added. "We are grateful for not just his professional and technical contributions to the Group, but also his efforts in nurturing talent. Dato' Rafaai has been a mentor and coach to many people in TM that are now among our current crop of leaders. The management and Warga Keluarga TM are immensely grateful to Dato' Rafaai for his leadership and all his contributions to the Company. We would like to take this opportunity to wish him all the best for his future endeavours," Dato' Sri Shazalli concluded. Profiles Dato' Mohd Rais Azhar Dato' Mohd Rais Azhar, aged 54, was appointed as Chief Technology & Innovation Officer (CTIO) and Chief Information Security Officer (CISO) effective 14 February 2018. A Bachelor of Science (Computer Science) Degree graduate from Indiana State University, USA; Dato' Mohd Rais is also the Chief Information Security Officer of TM since 1st January 2017. Prior to this, he was the Deputy Chief Technology & Innovation Officer of TM in 2017 and was appointed as Vice President of Network Architecture and Technology in 2010. Dato' Rais is the Chairman of TM Technical Security Council and a board member of Telekom Research & Development Sdn Bhd, a wholly owned subsidiary of TM. In 2017, Dato Rais attended Leading Digital Business Transformation programme at IMD Business School in Lausanne, Switzerland as part of his executive education. Dato' Rafaai Samsi Dato' Rafaai holds a Bachelor of Science (Hons.) in Electronic Engineering from Brighton University, United Kingdom and a Masters in Communications Management from the University of Strathclyde, United Kingdom. He started his career in telecommunications with the then Jabatan Telekom Malaysia in 1978. He was later appointed CEO of TM - NTT Communications Corporation's joint venture company in July 1997 before returning to TM in July 2001, where he was assigned as General Manager of a number of divisions including State Business Operations, Market Development and Domestic Carrier Business Division. He was then appointed Vice President, Marketing and Sales for the Wholesale segment in October 2006 and subsequently promoted to Executive Vice President to lead the Wholesale Line of Business on 1 July 2008. Dato' Rafaai was assigned as Deputy CTIO to run the day-to-day operations and turn-around initiatives of the IT and Network Technology Division since January 2013. He was assigned as Head of Customer Experience Management and Transformation reporting directly to TM Group CEO on 1 July 2014 and at the same time, remained as the Deputy CTIO. He was also the Chairman of Service Management Council (SMC) responsible for TM's overall customer service management. Before his retirement from TM, Dato' Rafaai was TM's Chief Technology & Innovation Officer (CTIO) and Chief Customer Experience Officer since 18 February 2017.
Penjelasan tentang perkara yang diketengahkan oleh YB Gobind Singh Deo baru-baru ini / clarification on matters highlighted by YB Gobind Singh Deo recently
PENJELASAN TENTANG PERKARA YANG DIKETENGAHKAN OLEH YB GOBIND SINGH DEO BARU-BARU INI Baru-baru ini, Menteri Komunikasi dan Multimedia, YB Gobind Singh Deo ada men gutarakan beberapa isu yang dihadapi pelanggan kami. Kami ingin mengambil kesempatan ini untuk memberi penjelasan tentang perkara-perkara yang dibangkitkan oleh YB menteri dan juga kepada pelanggan yang kami dihargai. Kami ingin mengucapkan terima kasih kepada YBM Gobind kerana mengetengahkan isu yang dihadapi oleh para pelanggan kami. Kami di TM sentiasa prihatin dalam mendengar maklum balas daripada para pelanggan kami, serta pihak-pihak berkepentingan dan kami telahpun memberikan kenyataan secara individu di media sosial serta menerusi beberapa kenyataan media; yang terkini pada 16 Oktober (http://bit.ly/TMStatement16Oct) di mana kami telah menyatakan butiran perancangan kami dan perkembangannya. Kami juga sentiasa berhubung dengan para pelanggan Streamyx kami melalui e-mel, panggilan dan SMS untuk memaklumkan mengenai naik taraf percuma terutamanya bagi para pelanggan Streamyx di kawasan unifi, dan bagi yang berada di luar kawasan liputan unifi naik taraf sehingga 8Mpbs atau penyelesaian jalur lebar tanpa wayar 4G LTE. Kami juga telah menjelaskan berkenaan kekangan rangkaian tembaga dan sentiasa mengadakan perbincangan dengan pihak kerajaan, kementerian, pengawal selia dan pihak berkepentingan lain mengenai cara menangani isu-isu legasi rangkaian tembaga yang dialami oleh pelanggan Streamyx. TM menghargai kesabaran semua pelanggan kami berkenaan isu ini memandangkan perkara ini memerlukan penyelesaian jangka panjang dan mempunyai implikasi yang perlu diselesaikan di peringkat industri dan nasional. Akhir sekali, kami akan terus memastikan bahawa pelanggan dan pihak-pihak berkepentingan sentiasa dimaklumkan dari masa ke semasa tentang perkembangan usaha-usaha kami sama ada menerusi media sosial, media dan interaksi secara peribadi. CLARIFICATION ON MATTERS HIGHLIGHTED BY YB GOBIND SINGH DEO RECENTLY Recently, YB Gobind Singh Deo, the Minister of Communication and Multimedia, has highlighted a number of issues faced by our customers. We would like to take the opportunity to clarify on the matters raised by YB minister and to also respond to our valued customers. We would like to thank YBM Gobind for always bringing the issues faced by our valued customers to our attention. Rest assured TM is always listening to our customers and to our stakeholders and have been responding both individually on social media as well as via several media statements, the latest being 16th Oct (http://bit.ly/TMStatement16Oct) where details of our plans and progress were provided. We have continuously been in touch with our streamyx customers also via EDMs, calls and SMS messages to inform them of the free upgrades especially of Streamyx customers in unifi areas and for those not in unifi areas, upgrades up to 8mpbs or wireless broadband LTE 4G solutions. We have also explained on the limitations of the current copper network and in this respect have been in ongoing engagement with government, ministry, regulator and other stakeholders on how to solve the legacy copper issues affecting Streamyx customers together. TM appreciates the patience and understanding of all our customers as some of these issues need a longer term solution and have implications that need to be solved at an industry and national level. Lastly we will continue to ensure that customers and stakeholders are informed of the progress being made on a regular basis whether on social media, media and via direct engagements.
68 excellent YTM scholars honoured at ’Majlis Anugerah Kecemerlangan Akademik’
Telekom Malaysia Berhad (TM) via its foundation Yayasan Telekom Malaysia (YTM) recently recognised 68 outstanding graduates under its scholarship programme who have completed their studies at various levels from local as well as overseas universities at ’Majlis Anugerah Kecemerlangan Akademik 2018’. 16 of the graduates completed their studies with flying colours when they achieved first class honours in their respective courses. Meanwhile, TM’s university, Multimedia University (MMU), produced 44 graduates from the overall total, of which 12 graduated with first class honours. The awards were presented by Tan Sri Dato’ Seri Dr. Sulaiman Mahbob, Chairman of TM who is also the Chairman of YTM and Dato’ Sri Mohammed Shazalli Ramly, Managing Director / Group Chief Executive Officer, TM in a ceremony held at TM Convention Centre, Kuala Lumpur. Also present at the ceremony were Nor Suhaimi Sulong, Acting Chief Human Capital Officer, TM, Abdul Hamid Hashim, Director of YTM and YTM Board of Trustees. "I wish to congratulate the recipients for their outstanding achievement. YTM is indeed proud to be an education accelerator and career development provider for our graduates. I hope that these YTM scholars will continue to excel in their career and contribute effectively to TM in facing the challenges of the digital era,” said Tan Sri Dato’ Seri Dr. Sulaiman. “I’m also proud to see that most of the first class graduates recognised today are from our own university, MMU. As the trusted partner in key nation-building initiatives including education, we at TM Group remain committed to our role as the country’s key enabler in the delivery of innovative digital services and solutions for the education sector towards building a knowledge-based workforce for the country. In the imminent fourth industrial revolution or aptly known as the Industry 4.0 today, there is even greater need to produce not only competent talents in ICT, Multimedia and digital technologies, but also those in related disciplines who are able to embrace these technologies, in order to form a viable innovative ecosystem for the nation. Spearheading TM’s education cluster in the past 20 years, MMU plays a vital role in meeting this need by providing quality industry-relevant education and training, whilst ensuring a steady pipeline of highly capable talents with an entrepreneurial mindset to equip the nation,” he added. MMU is always ready to prepare its graduates in fulfilling current and future industry needs. With its updated curriculum and dynamic learning environment, the university emphasises on a well-rounded education system in producing high quality of graduates. TM through YTM has been supporting the graduates from foundation studies up to their first bachelor degree. Recipients of YTM scholarships will not only receive financial aid throughout their studies, but will be attending self-development programmes to enter the career world. Besides education, YTM also embarks on sustainable efforts to preserve our local heritage and culture.
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