General 1 What is Streamyx Wireless? Streamyx Wireless is a wireless broadband service that provides Internet connectivity via CDMA EVDO technology at selected areas. It offers an always-on service at a competitive price and no physical TM fixed line is required. 2 How can I subscribe to the service? Kindly visit the nearest TMpoint with a copy of your I/C for registration. 3 How can I know more about the service? You may call our careline at 100. More information on the service is available online at www.tm.com.my. You may also visit the nearest TMpoint. 4 What is the contract period? Minimum contract period is 2 (TWO) years upon successful installation. 5 What is the monthly subscription fee after 2 years of contract period? Monthly subscription fee will be reduced to RM60. FWT shall belong to customer thereafter. 6 Who can subscribe to the service? Anyone who is looking for basic broadband service and is within the CDMA EVDO coverage. 7 Should I subscribe to Streamyx Wireless instead of Streamyx? Streamyx is highly recommended for those who are within Streamyx coverage. However, if Streamyx coverage is not available, you can opt for Streamyx Wireless. 8 What is the speed for Streamyx Wireless while surfing the Internet? The maximum speed is 384Kbps on best effort basis. 9 Is there any Fair Usage Policy implies to me upon subscribing to the service? Yes, there is. For more information, kindly refer to our website at www.tm.com.my
Packages 1 What are the packages that currently available? Kindly check our latest package and promotion at www.tm.com.my 2 Can I have more than one account? Yes, you may have multiple accounts. 3 I am a business applicant. Can I subscribe to Streamyx Wireless package? Yes. However, the service is meant for basic broadband and not recommended for heavy networking activity. Kindly visit the nearest TMpoint or contact your respective TM Sales representative with a copy of Registration of Company Certificate for registration. 4 Can I terminate the service? Administrative fee of RM350 will be charged for the early termination. Minimum subscription period is 2 (TWO) years. 5 How do I terminate the service? The service can be terminated at TMpoint. For termination, you need to fill up the termination form.
Subscription & Installation 1 How do I know whether my house is within the coverage area? You can check the coverage area by visiting www.tm.com.my or visit the nearest TMpoint. 2 What type of modem is used for the service? Fixed Wireless Terminal (FWT) modem based on CDMA EVDO technology. 3 Do I need to purchase the FWT? FWT is inclusive in the package. 4 Do I need to install the FWT modem myself? No, TM s appointed agent will come to your place and install the FWT modem. 5 Is it guaranteed that I will get the service upon signing up? Certain technical criteria need to be fulfilled before TM s appointed agent installs the service. Your account will be activated upon successful installation. For areas with low signal reception, an external antenna (optional) will be installed at your place with an additional charge of RM30. 6 How long will it take before I can enjoy the service? TM will deliver the service within 7 days and the account will activated immediately after installation.
Technical 1 Can I use my own 3G/Wi-Fi modem for the service? No. Different technology format is used for the service and the service can only work with the approved FWT modem based on CDMA EVDO technology. 2 Can I do basic networking and connect the modem to multiple computers? Yes, you may do networking. However, you are not encouraged to do so as the service is meant for personal use. The service is designed for basic broadband use and suitable for Internet browsing, email checking and moderate downloading. 3 Besides FWT modem, do you have any other types of modem (mobile)? Not in the moment. 4 Can I use the service outside from my house? Yes, you can use the service anywhere as long as there is coverage at the location. However, you have to make sure that you have the power facilities nearby in order to power up your modem. 5 Do I need the Network Interface Card? Yes. You need the Network Interface Card (NIC) in order for your PC to communicate with the modem. 6 Will I enjoy fast speed at all times? Streamyx Wireless download and upload speed varies and is dependant on the following factors: Location of website - user may experience slow response from international websites. Capacity of visited web server - some web servers cannot cope with huge traffic demand from users. In addition, some sites restrict download speed of their users to ensure fair level of service among them. Network congestion - high level of traffic at peak times causing some slowdown. Running other application simultaneously - using other application (e.g P2P) at the same time can degrade download performance
7 What is Peer -to Peer (P2P)? Peer-to-peer is a type of Internet network allowing a group of computer users with the same networking program to connect with each other for the purposes of directly accessing files from one another's hard drives. P2P speed of download and upload depends on customer network cloud. It will be faster if the seeders (person who share their files) are in the same local cloud as the leechers (person who download the files). Example of P2P applications that are commonly used by Internet users are Kaza & Bittorent. Streamyx Wireless maximum download and upload speed is not guarantee for P2P or any international traffic connection. TM s policy had restricted and enforced the P2P regulations to avoid heavy congestion for Malaysia Internet cloud. Currently P2P is consuming greater bandwidth than other normal Internet applications (e.g. web browsing) for Malaysia s local internet cloud. 8 Will I enjoy fast speed for P2P? Throughput for P2P application (eg. Kazaa, Bittorrent) is subject to peers (seed) availability and their throughput as well. TM does not have any control over peers availability or throughput. 9 Why do I experience slow P2P although there are many peers available? P2P application uses a lot of bandwidth and can significantly reduce the connection speed of other users especially during peak hours. To ensure optimal broadband experience for all users, TM has imposed prioritization during peak hours that would restrict throughput for P2P application.
Restoration 1 Whom should I call to report my problem to? Any problem with the service connection for the first 2 weeks upon service installation is under the warranty of TM s appointed Installer. During this period, customer can directly contact the appointed agent for assistance. After the period of 14 days, please call 100 for further assistance. 2 Whom should I contact for FWT modem replacement? Kindly contact 100 for any replacement. TM will replace the modem at no cost to the customer who is within contract period of 2 years. However, customer need to pay for the FWT price if replacement is needed after the contract period. 3 How long is the warranty for the FWT modem (after contract period)? Each equipment comes with ONE (1) year warranty. 4 Does the warranty cover faulty due to lightning (after contract period)? No, the warranty coverage is not inclusive of faulty due to lightning. The warranty provided only covers faulty due to manufacturing defects. 5 Is there any manual booklet for the FWT modem? Yes, each modem comes with the manual booklet. 6 In case of any service failure, will somebody come to my house and troubleshoot the problem? Upon receiving the report, all failure will be troubleshoot remotely. If problem still persist, TM Operation Team will come to your house