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.
TM in ongoing discussions with government to address issues faced by Streamyx customers
Following its statement issued on 21 September 2018, Telekom Malaysia Berhad (TM), the nation’s pioneer broadband provider and now convergence champion, today reiterated its commitment to enhance the broadband experience of Streamyx customers; and shared that discussions with the Government and the Ministry of Communications and Multimedia are underway to effectively address issues faced by Streamyx customers. TM would like to reassure its 2.3 million broadband customers and all its stakeholders that TM plays an active part in the dialogue, debate and conversations that are ongoing in the industry towards building a more balanced and inclusive digital nation. This is in line with TM’s vision to deliver high speed broadband with a wider nationwide coverage to all Malaysians. TM has been continuously investing in its infrastructure over the years, to provide connectivity and also in order to elevate the experience of both its unifi and Streamyx customers, concurrently. The primary focus is in expanding Malaysia’s high speed broadband coverage. The copper network which is a legacy network, faces many challenges, mainly technological limitations. This is more pronounced for Streamyx customers, whereby the copper network is only able to deliver speeds up to 8Mbps.This requires a longer term and more permanent solution, which will take time to implement and has heavy financial implications. TM looks forward to a collaborative win-win approach with the Government to effectively address the challenges faced by Streamyx customers, once and for all. In order to do this, TM looks to accelerate discussions with the Ministry and the Malaysian Communications and Multimedia Commission (MCMC) to explore specific funding options, various fit-for-purpose technologies as well as optimising existing industry mechanisms in order to deliver a better broadband experience nationwide. TM also shared a further update on the progress made with respect to the ongoing upgrade exercise for its Streamyx customers. To date, TM has successfully upgraded nearly 50% of over 340,000 Streamyx customers residing in unifi coverage areas to unifi; at the same price of their current plan. The rest of the 170,000 Streamyx customers who have yet to grab this opportunity for the free upgrade are encouraged to do so. TM aims to complete this unifi upgrade exercise by March 2019. For Streamyx customers who are currently residing in non-unifi areas, TM is committed to continuously invest in the best fit for purpose technologies to bring high speed broadband to them. Meanwhile, where technology permits, TM is doubling the Streamyx speed at the same price of their current broadband plan. Close to 180,000 of those in non-unifi areas can look forward to receiving this free speed upgrade. TM aims to complete this speed upgrade exercise by December 2018. Streamyx customers who are eligible for the speed upgrade will continue to 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. However, in order to address the remaining 500,000 Streamyx customers, TM is calling for the discussions with the Government to quickly reach a mutually beneficial outcome for these customers. TM remains steadfast in its purpose to make life easier for a better Malaysia. In working towards a more definitive solution for an improved broadband experience and a more enhanced digital lifestyle for all its customers, TM would like to acknowledge their trust and loyalty; and values their continued patience and understanding.
TM and Huawei seal strategic partnership to further enhance malaysia’s broadband reach and digital economy
As pioneers in the rollout of high speed broadband in the country, Telekom Malaysia Berhad (TM) and Huawei Technologies (M) Sdn Bhd (Huawei) are once again collaborating for the betterment of broadband and digital economy for the nation. The companies recently signed a Memorandum of Understanding (MoU) for both parties to work hand-in-hand in multiple collaboration activities, leveraging on each other’s core expertise and capabilities to accelerate fibre broadband network reach, in line with the Government’s move to drive Malaysia’s digital economy. The collaboration will leverage on the combined strengths and capabilities of both companies to further accelerate national broadband reach and leap-frog the adoption of a connected digital lifestyle and the Internet of Things (IOTs) amongst Malaysians. Via the strategic partnership, both TM and Huawei will play a more proactive developmental role in providing ready infrastructure and ecosystem to support the nation’s growth. The MoU was signed by Datuk Bazlan Osman, Executive Director / Deputy Group Chief Executive Officer, TM and Foo Fang Yong, Vice President of Huawei Technologies (M) Sdn Bhd. The signing ceremony was witnessed by Dato’ Sri Mohammed Shazalli Ramly, Managing Director / Group Chief Executive Officer, TM and Baker Zhou, Chief Executive Officer of Huawei Technologies (M) Sdn Bhd. Commenting on the partnership, Dato’ Sri Mohammed Shazalli Ramly said, “We are indeed excited to be working hand in hand with a leading global name such as Huawei to accelerate the offering of digital services and solutions to the nation thus further support the Government’s aspirations of digital economy. As the trusted partner in key nation-building initiatives, TM ensures the safety and security of the nation's strategic and critical infrastructure, and in accelerating the broadband reach for all Malaysians. We believe that strategic collaborations such as this MoU is yet another testament of our role as the country’s key enabler for the national communications infrastructure.” Meanwhile, Baker Zhou said: “Telekom Malaysia and Huawei have been working hand-in-hand for 15 years. In the past 15 years, we have worked together to connect more people than ever before. We are now at the crossroads of digital transformation. With today's MoU, we can share more, innovate better, and work more closely than ever before. Huawei will fully support TM’s vision of “Making Life and Business Easier”, and will work together with TM to building a better connected and intelligent Malaysia.” The inking of the MoU marks the parties’ commitment to collaborate to deliver digital solutions for businesses and public sector, explore innovative solutions for network optimisation and implement initiatives that will capture TM customers’ share of moments. The MoU also envisages other areas across TM Group of Companies including network and technology planning, exploration of innovative business model for unifi, transformation of Information and Communications Technology (ICT) to enhance overall efficiency of TM’s IT and Business support platform, smart device cooperation, establishment of Multimedia University (MMU) Smart Campus model and knowledge sharing on innovative technology. According to the MoU, Huawei will share its extensive global best practices to help TM capitalise emerging opportunities quickly through big data aided network design and deployment, intelligent Smart Capex solution to respond fast to TM customer needs, and simplify business engagement between both organisations via inter-connecting IT processes. Through this strategic partnership, TM aspires to pursue the innovation and commercialisation of technology which includes Internet of Things (IoTs), cloud technology and artificial intelligence towards delivering digital experience to more Malaysians nationwide. TM will also explore alternative wireless technology deployment to further expand high speed broadband reach across Malaysia; bridging the digital divide and meeting the Government’s objective of a truly connected society. The MoU is subject to a definitive agreement to be signed between the parties in specific areas. Further announcements will be made in due course, as and when appropriate.
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