Celcom Axiata
reviews and complaints

Dear celcom,
I would like to ask about the celcom status was not stable these days, the line very unstable, it suddenly become 3g/h+ and the internet could not use at all, (it's about 10-15 minutes) sometimes it takes me longer time. It's very disturbing me and wasting time went I want to do my office job.. If like this better I change the my old telco..

Thanks
Rozaimy

On 23/01/2021, around 6.20pm, I use the Celcom App to change from the Mega M Unlimited to Mega M Lightning, and I refresh in the apps, still no changes. Then I thought the change unsuccessful, so I purchase for the RM10 hotspot data because I need to use it immediately. But when I purchase, suddenly I received an email written that I successfully change to the M Pass Lightning. After that, within a few seconds, I received a message that thank you for my purchase of Hotspot Add 10GB at RM10.

Then, I feel very weird. Since already successfully change the package, should directly cancel the purchase, how come can charge me without I use it and it was your system problem!

Then, I called to Celcom Hotline at 6.33pm to get help. Your Staff name "Raj [protected]" very rude and said that this is customer own fault, because customer decided to purchase it. I had explained that it's your system problem can't change only I purchase the 10GB hotspot, but once I press it, then I receive message that successful change to Lightning and another message come in after that written I had successfully purchase 10GB hotspot. He talk with me with a loud voice, and keep on quarrel with me and tell me that there is nothing he can do and it's my own fault. I told him that is there any ways to write a request to refund the RM10 because I didn't use anything, it's your system problem, but he didn't willing to help and that is the procedure of your company.

Celcom was a big company and I also working in a listed company that have a lot of process so I understand there is a lot of procedure that we have to follow. But I don't think so that it's reasonable that you didn't help the customer at all and said that this is the customer own fault. At least you should provide a good customer service and cool your customer down and not shout to your customer! Besides that, you should help your customer to try request for the refund! I use Celcom since 2012 until now almost 9 years, what kind of service is this! That day line bar because of the Easy Phone that calculation not reasonable at all! All also because of the Celcom system problem and the Celcom Apps, now plus with your Customer Service, I'm totally disappointed with Celcom!

Best Regards,
Irene Lim
[protected]

Dear celcom,
I would like to ask about the celcom status was not stable these days, the line very unstable, it suddenly become 3G/H++ and the internet could not use at all, (it's about 10-15 minutes) sometimes it takes me longer time. It's very disturbing me and wasting time. I use MEGA plan, but I don't understand why it's always crushes and become like this. Can you solve these problem as soon as possible?

14JAN 2021

Dear Celcom,

I want to complain about the fibre optic at our place area, Kampung Terawi, Penampang Sabah. Why is the line telephone and internet connection so super slow? Sometimes I cannot call out, not receive the message and the internet line is so super slow. It took a long time to download 1 video!?

Kindly check and do something with our location as per photo. Check my Internal & External IP.

I hope Celcom can resolve this problem or we will change another line.

Thank you.

My line got barred today 24/11/2020. When I called CS at 8am today they told me my credit limit was exceeded hence the line got barred. My plan including easy phone is 289 monthly and my credit limit is 350. They advised me to increase my credit limit to 640 to unbar as I agreed to them. The timeline for the fix was given is 2 hours - 24 hours. Now 9:36pm and the issue still doesn't resolve yet. I believe this is not my issue, as the company need to set correct logic when client purchase easy phone. The whole day without line is totally troublesome as I couldn't make any urgent calls.

Dear Sir / Madam,

Please be informed that i have purchased the online Easyphone with the order no : 1-[protected] on 29th Septembe 2020. During the order i have wrongly selected the plan. After selecting the plan and making the confirmation only then i realised i have wrongly selected the plan which is out of my monthly budget. I tried calling the customer service and even whatsapp on this problem. I am unable to accept this plan as it is far away from my budget. I even tried to cancel the order but Celcom didnt provide any cancellation button.

I have several times called the customer service on this matter but each item they keep on telling me the order is completed we cannot do anything. I am telling i cannot afford to pay even after i take the phone so why do i have to commit when i cannot fullfil. I hv informed Celcom this before getting the phone in my hands. So please do something about this.

I dont want to take the phone and end up i cannot pay for the phone and line. So i hope Celcom dont force the customers to take the offer which they cannot afford. Again i would like to request to take up a plan which is about 40 or 50GB as per my current plan First Gold and with the Easyphone where i only need to pay about RM200 plus.

I really cannot afford to take up a higher plan which is out of my budget. I hope Celcom can understand and allow me to change the plan. Otherwise i would like to appologise that i cannot accept the plan and i also dont need the phone

I hope Celcom can seriously look into this matter since i havent receive the phone and not started with the plan yet. I tried speaking to so many customer service representative where the keep on saying i cannot change the plan. Here involves money. If i myself cannot pay then why should i go ahead with a higher plan and suffer later on

Thank you

Regards,
Harjeet
[protected]

Dear Celcom,

I want to complain about the line at our place area, Kota Samarahan, Sarawak. Why is the line telephone and internet connection so super slow? Sometimes I cannot call out, not receive the message and the internet line is so super slow. How many times I complaint but not do improvement.

I hope Celcom please kindly resolve this problem or we just change another line.

Thank you.

Terrible network. I am so dissapointed i pay so much for this every month. The network is so terrible that I always lost temple. When I'm doing my assignment it can suddenly no service. Do you know that waste our time? Do you know we pay so much is not for all this troublesome things? I never see any improvement and not even receive any explanation from Celcom. I will never pay any money for this anymore unless I can see improvement as soon as possible. I am a university student in Subang Jaya and I need smooth network to do my work. The most important of all! i want my payment to be worthy not [censored] like this...

Date: 11/01/2020

Good morning Ms/Mr. I went to your Celcom Service Centre in Kemaman this morning to inquire for information regarding installation of internet modem at home. Unfortunately, your staffs gave me bad impression by answering my question with abusive language. I feel that your staff is not well-trained of what the product/service that are being carried in the outlet. On top of that, when asked for the payment method, it was answered that: "Bayar sini lah, tak ada kaki ke?" (Please google, if you do not understand Malay language. Thank you). I tried to call to the center a few times before I eventually decided to visit the physical outlet. However, my phone call had never been picked up by any of your staffs. Please teach your staffs to be polite and well-mannered with customers as they are not only treating me in this way but also the customers that went before me. For the sake of your company rapport in Kemaman, please change your staffs or train/teach them well. Thank you.

Internet so slow. I thought that it was my device problems but when i change to wifi, the speed was okay. I try checking internet speed via fast.com. the results are as follows..
1. Using Wifi - 14 Mbps
2. Using 3g - 310 Kbps
3. Using 4g - 21 Kbps

My area is at Jalan Kerdas 4, kg. Kerdas Batu 6 Gombak, 53100 KL

I have experience thos network problem since last three months. And i can't stand to wait the contract ends another 4 months. Please do something or you will loose your customers..

Dear Celcom,
Can you please resolve the unstable and super slow network at Senai, Johor. Because at Senai, most of the time the network is unstable! So, what is the point of paying so much for the monthly bills and unable to use the network? The current 4G network of Celcom still not efficient and effective, but Celcom planning to expand the 5G network?
I hope you can solve the problem as soon as possible.

Thank you!

I bought the promotional RM10 2GB Triple Quota but sadly there is no triple quota. It is just the ordinary 2GB quota. And i got a 3GB42 promo messages twice, but sadly, when i purchased it, they sent me the message saying that the promo is only for selected customer. If the promo is not meant for me, then why did you sent me the promotional message? I really disappointed because i can't do my work because of this matter. Please recheck this matter very soon. Thank you.

Saya Ahmad Danial Haqeem Bin Ahmad Hisham, Nom I.C: [protected] ingin mendapatkan maklumat tentang status nama saya di dalam penggunaan perkhidmatan talian celcom yang mana saya ditipu oleh agen yang tidak bertanggungjawab.

Berdasarkan dokumen :
Nom tel : [protected]
No Akaun : [protected]
Jumlah tertunggak pada tarikh 22/04/2019 : RM310.85

Untuk pengetahuan pihak tuan, saya tidak menggunakan talian perkhidmatan tersebut kerana saya tidak menerima kad sim seperti yang dijanjikan.

Saya meminta pihak celcom untuk menghantar maklumat berkaitan akaun atas nama saya. Supaya saya boleh membuat laporan polis dan pihak polis boleh membuat siasatan lanjut. Saya memohon supaya nombor tersebut disekat penggunaannya.

Saya boleh dihubungi melalui nombor ibu saya Pn Norzaila [protected] atau email : [protected]@yahoo.com.

Untuk surat menyurat : No 48 Jln Metro 7 Metro Pengkalan 31150 Pusing, Perak.

I bought my data plan and it is magnificiently slow. How dissapointed. It is not the first time it happened. I thought celcom is the best network compared to others, but i started to lose trust in this network. I hope this issue will be fixed and of course, as soon as possible. Sometimes when im doing my assignment and searching for information in the internet, the network suddenly out of service.

I seriously do not understand why Celcom need to segregate registration progress for new line application and e-billing application. Can't they just do it one time and let us access directly to corporate e-billing system to print bills? Why need extra steps to notify celcom officer to add our new account to existing e-billing system before we can print bills?
I talked to agent about this and they have no intention to improve this. And every now and then we have to monitor the 2 application progress despite having 50+ lines registerred with Celcom. Totally pointless and time wasting.

Hi,
Long ago, I have a registered a celcom number under my name; to be used by my mother. This number is [protected]. She is still using this number. No one knows that that number is registered under my name as my mother is the one using that number since beginning.

Today, she receive a call to that number asking for me (Rameshkumar) and started to use vulgar words. My mother has panic and tehn immediately call me. The call came from this number : +837827572188

Now, my complaint is:

1. How come somebody knows that this celcom number registered under my name? That's is why he mentioned my name in that conversation. So, Celcom as breach PDPA, and reveal my number to third party.

2. I want celcom to investigate this issue ASAP and I need a immediate answer on the action taken before I file a case in Malaysian Consumer.

You can contact me to [protected]. My name is Rameshkumar Kesavalu. You can email me to [protected]@yahoo.com

Looking forward for a fast response.

Complain about data roaming. I was cancel data rooming since my old plan rm38/month.in beginning year 2019, I received sms ask me change plan rm80/mth. But my roaming didn't cancel, this month I already have charged in data roaming on 5/10. Why didn't told earlier when change plan must cancel rooming? Pls waive the roaming charge and cancel service

I travel from Georgetown to Kepala Batas, Penang everyday for work, and the only time I can speak on the phone is during driving. Recently, the line service is getting worse. Calls are disrupted up to 4-5 times throughout my journey, and it is very frustrating. Can you improve your service coverage please? The area that I travel is not remote, so expecting better line service is not unrealistic.

Celcom suppose to port in my number by Aug 23 but unfornately they did not take my case seriously. It ended up I have to use my previous telco service until around Aug 28! I have reported so many times and their answer to me was I have to wait 24 hours or 48 hours. Okay, I understand they need time to process my request but after Aug 28, my number become 010 instead of my original number! I have made report on Aug 31 and my report no is 1-[protected]. This is not what I was offered! What I got from the Celcom agent was that I only need to wait for 24 hours and now it has passed so many days! I already do not mind to pay extra due to the delay but for my recent report, Celcom still asked me to wait for another 3 to5 Working Day! I need my number back as I need to make payment by receiving OTP! Is Celcom helping me to pay the late charges? I have loans dued on 1st Sept! Anyone please help me? I really fed up with Celcom's operators! They will only know telling me to wait! How many days can I wait? Who is suppose to pay the late charges of my loans?

Celcom System Are Really Suck!
(Broken english, please forgive)

I just from Digi Prepare change telekom to Celcom on 18/08/2019 Sunday at Publica Celcom Center.

Actual change telekom date is on 20/08/2019 TUESDAY afternoon time, at the same day around 7:00pm++ i go to Publica Celcom Center sign a package Celcom Gold Plus 98 Family line, the sub line sign with a new numbers around 8:00pm++

The staff tell me that in the future the Celcom bill will show at Celcom Life Apps ask me to download it. I download it on the next day.

While i see on my Celcom Life Apps, I can't saw my bill, but able to click in details page, at the details sms page it appear that i had send an sms RM0.20 on 23/07/2019, i feel strange why i had a sms sending out? because I just bought it on 20/08/2019.

So i call to the Celcom Customer Service.

First speak with a officer but he unable to answer my question, because at the system that really charge me RM0.20 sms that show sending to a numbers [protected].

So he transfer the call to his superviser, his name is Mr Nizam. I repeat again the questions to him and ask why it appear in my apps system?

He told me let me wait 28/08/2019 until the statement bill came out.

At the day of 28/08/2019 i had check on my Celcom Life Apps, but also unable to saw my statement, but while i check in my details sms page, the sms date from 23/07/2019 change to 29/07/2019.

I wait until next day 29/08/2019 and re-check again Celcom Life Apps, it still didn't have statement appear, but the sms page date send from 29/07/2019 become 30/07/2019 RM0.20 become RM0.21 (Last see 30/07/19 become 03/08/19)

I call to the Customer Service Center again, repeat again the questions to the officer, he also unable give me the answer. He say will let Mr Nizam or another superviser call back to me, but at that day i didn't get any call from them.

31/08/2019 Mr Nizam call me, told me that statement appear still need take some times, ask me to wait. OK, i wait it.

01/09/2019 Morning time i take a quickly seen to check my apps details there, i feel happy that the SMS page didn't charge me any RM0.00. On the same day afternoon time MR NIZAM have call me, but i was busy, i ask him call back me tomorrow.

02/09/2019 Finally i can saw my statement, when i take a look the problem RM0.20 sms from my mainline number charge change to charge on my subline number.
Wtf?! How come will charge at my subline number?

At the same time Mr Nizam call me. He told me my mainline didn't charge RM0.20 sms.
Than i directly ask him, why charge on my subline number? He say system there show 20/08/2019 10:44pm my subline number send an SMS to [protected].

Hah? I tell him, since the day my mainline and subline sign with Celcom, both line until today didn't send any sms before, somehow 20/08/2019 the subline i just get it at night, i still haven't pass it to my family member use, how come can send sms out?

Most important things is, the numbers sms send still same is [protected] !
Is the numbers that officer say MY MAINLINE NUMBERS send to this SMS when the first time i make report!

Huh? System can simply charge? Ya, u may say just only RM0.20 just a small money why i want so dispute?

Than i tell you why? if have a slit like this, one person take 0.20 sen, if 10k person? 100k person? And say really, got how many people will actual see their statement?
If it not just charge 0.20 sen?

**Service like this?
**System like this?
I just sign in the package calculate the date start until today just 13days! Start since 20/08/2019 (After report almost time is wasted on waiting for reply/statement)

I make my 1st report just at next days after sign in with celcom package, some more this package still need to tied me for 2 years!

**Will you continue to use such a service?

[CELCOM MALAYSIA ]
>Please give me a good reason, if not i decide to request withdraw out the 2 years package and WITHOUT FOR ANY PENALTY, the phone either i return back, or i just directly purchase the phone only.

*If u want more proof, i had print screen all transaction about it, you need i can give.