TM clarifies mistake on package ad amidst MCMC investigation

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Telekom Malaysia (TM) has clarified that there is no change to the upload speed configuration for its new unifi 500Mpbs package. This comes after the Malaysian Communications and Multimedia Commission (MCMC) said it is investigating consumer complaints concerning the reduction in the upload speed of the package.

Citing the complaint, MCMC said TM has offered a 200Mbps upload speed along with the unifi package, which offers a download speed of 500Mbps launched last month. After reviewing TM's official sales website, the complainant noticed that the package had changed since 2 September, with the upload speed reduced by half to just 100Mbps, MCMC said.

The commission also said that the complaint was reported by several online news portals which considered users to have been misled by the offer made in the initial package advertised last month. MCMC said that based on early findings, it has found several elements that infringe consumers' rights and will not hesitate to take further action against the service provider.

""TM would like to assure all our customers and stakeholders of our commitment to consumer rights and protection. We regret the error and have issued a clarification statement regarding the matter on Friday night. We continue to be transparent in informing our customers on this, and are tightening our processes to ensure this does not recur," the telco said in a statement.

TM added that a correction was made to an error in the upload speed for its 500Mbps package stated in the frequently asked questions section, unifi portal and leaflets on 2 September. The correct upload speed configuration for 500Mbps is 100Mbps instead of 200Mbps stated in the earlier version of the FAQs, unifi portal and leaflets, it added.

The telco also said that all customers are still within the 30-day trial period as the package was introduced less than one month ago on 24 August. Hence, customers can opt not to continue without any penalty. "We will be calling the customers who had signed up for the 500Mbps package since 24 August to inform them of the error and on the options available to them, starting Monday 21 September onwards," it added.

TM also apologised for any inconvenience caused and assure its customers that all of its channels, including its website and marketing materials have been updated to reflect the correct information. "In the meantime, we will give our full cooperation to the MCMC in their investigation," the telco said.

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