My Unifi experience by TM

High speed broadband is being becoming a talk of the town lately, since I am from the Information Technology background many had ask me if I am using Unifi at home or office. Since I was also getting many technical question on this I decided to get my office to be installed with Unifi.

Registering was fast and painless, called a Unifi agent he came to the office collected all the document and filled in all the forms and all I needed to so was to sign the form. I pushed him and told him I want the service installed with in a week. At first he said he can’t promise but I told him I don’t mind opening the office on Sunday if need too. The next day he called me and told me the installation will be done on that Saturday at 230 PM, which I agreed. Came Saturday I was excited that I am going to get a 20MB speed internet connection. The installer arrived at 245 and ask me when do I want him to install the service, I pointed him to where my current SDSL is installed which is sharing my fax as well. After about 10 minutes he said he need to go do something in the MDF room on the ground floor and he came back up after 30 minutes and told me that there is no more port for him to install the Unifi for me. So I asked him what I need to do, he gave me 2 option. First option is for me to disconnect my current internet and fax service so he can use the same port to install the Unifi but I did not agree to this as I still want my fax number and my SDSL. Option 2 was for me to pull my own cable from the MDF room to my floor as he blame the building management for not providing the cable. I was so angry by then as all this is their work.

I waiting till Monday and went to the building management to tell them about it, and their respond was simple.. we have done our job and we have 15 ports per floor so there will not be any shortage as there are only 2 company on my floor. Again I called Unifi call center and waited in the Q for 25 minutes before an agent answered my call and I ask them to sort the issue out as the building has enough port. Finally after 2 weeks they called again and set an appointment for installation.

Installer arrived on time and in 30 minutes he was done and told me everything was ok, so before I sign I wanted to test and I was not able to see the wireless network on my laptop, so he tries to fix it, but my question is when there is something wrong why can you test it and fix before asking the customer to sign. I mean if I was rushing I would have just sign the document and realise that its not working after he has gone but for him the moment I sign it means all ok and he will get paid from TM. Anyway after another 20 minutes he manage to get the wireless working and i was getting late for a meeting so I signed as I could detect the wireless and connect to it.

The next day, when I took my iPad to the office I connected to the Unifi and wanted to download the big star online paper, usually it takes a good 20 minutes for me to download it at home with my 512 streamyx and when I did it with my 20MB Unifi it took the same 20 minutes. I tried running a speed test and the result was bad I got about 1MB and less. So again I call the Unifi call center and this time waited for 25 minutes before someone answered the call. Once I finish explaining the problem he ask me to ping TM DNS and the result was really bad, out of 20 reply 15 was timeout. As the solution the agent told me to get into the router settings and click save again then go to the router, pull out all the network cable and power cable then wait for 5 minutes then connect them back. I asked him back, do I sound like an idiot? I am a VP of Technology and I know that is not a solution for this problem, all the agent wanted me was to hang up so he is off the hook with me. I demand for and answer and he ask me to get to the router, so I did and he asked me to use a cable and connect my laptop to the router. He guide me to the unifi website and told me to run the speed test and it show I am getting 26MB of speed, so I told him that when I run from any other speed test all is showing only 1 MBPS, only the Unifi speed test is showing 20+ MB. He could not answer me and I also asked why my ping result is so bad, and all he did was ” Hello…Hello….Sir..” and the line went dead! I was so angry and I did not want to call the call center and wait for another 30 minutes before someone answer me. I just left it and went back home..I hope on Tuesday I will be on a better mood to call them again.

By the way on another note, I think TM collects our name and mobile number for some reason, because the call center agent can’t call you back as their system does not support it but they insist on you giving your mobile number and name.

So for now, I am not happy at all with Unifi!

Mon

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