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Celcom Broadband / paying for services not rendered

1 Malaysia Review updated:
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After subscribing to the Celcom RM129/mth package for broadband access, I am unable to even connect to their network for any service (surfing). I tried connecting at different times of the day but I encountered problems especially from 8pm onwards. After calling their hotline, they told me that they are upgrading their 3G network from that time till 30th June which means I am unable to connect everyday till 30th June from 8pm - 2am (which incidentally is the time which I need to use broadband).

This is absolutely outrageous because I am paying RM129/mth for services NOT rendered and they are not even going to rebate me 1 month's subscription (assuming that the problem will last until 30th June) let alone cancel the contract. They will not allow me to cancel the contract and if I do, I will have to pay a fine... for something which I did not use and services not rendered.

Customer service personnel that I spoke to is Christina and Mohd Shahrul (manager).

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  • Mo
      11th of Oct, 2008
    0 Votes

    I am very very disappointed with Celcom - they are just a bunch of people working like government department - very slow and dragging their feet and unable to resolve complaints.

    I subscrible to their celcom broadband RM68 per month package (got to purchase own usb modem which is expensive)...with should work at best at 384kbps. What I got was around 290kbps which I think if want to just surf for news it is fairly okay lah.. But I still not satisfied so I got it upgraded to RM98 per month package hoping that I can get at least a decent download speed. I expect to get at least more than 512kbps or above (they claim that it is 3.6Mbps - highspeed broadband). What I acually got was worse than before, at times I got the speed of 122kbps...damn got cheated by celcom!! Really like to ### them up. I made several complaints to 1111 customer service - what I got was incompetent personnel hired to to the job i.e., just a lip service.

    I just want to get the service that I paid for, Celcom broadband is a real ### up service.

  • Un
      4th of Nov, 2008
    0 Votes

    This is the same explanation given to me when i complained about the poor broadband connection.

    Firstly, if we don't pay, line is disconnection. No mercy given to the consumer and you are blacklisted. But when their service is bad, we have to bare with them and still pay them.

    I'm very disappointed with authority that failed to protect consumer like us. I have logged a complaint to MCMC but yet receive any response from them.

    I think this is the way going to be if we are not united. I don't believe nothing will happened if we have 500-1000 customer walk in to Celcom and demand our rights.. The things we never thought of doing before..!


  • Da
      12th of Nov, 2008
    0 Votes


  • Vi
      13th of Feb, 2009
    0 Votes

    i also facing the same problem with you all... i am using the RM98 package but it's speed same like RM68 package... "i am paying for nothing" ... is very bad service !! hope the celcom staff will take action for this matter or losing the customer only ...

  • La
      16th of Feb, 2009
    0 Votes

    I have the same problem in fact i told them my requirements. As represented by their half past six reps they have assured me that my requirements will be met. Since then I have the problems as stated above upgrade problems, high traffic, we have not reach that location yet etc etc. Lodge my complaints apparently same old answers ask for waiver of fees not possible, ask for refund not possible i have signed the contract etc. The fact is i was misled into signing up then was provided with sub standard services wat high speed probabbly they are comparing to dial up. Eventually i ended up with the stupid wireless modem which i have paid for RM499 and charges. Eventually i'm so pissed which i wrote to their CEO and that took them months to reply. My feelings bavk then and now on celcom is exactly like David... @@###. They don bother whether they lose their customers or not will seek the assistance from the authorities to seek for a refund and the comments above may well assist me in doin so.


  • Ap
      25th of Feb, 2009
    0 Votes

    I have been using all Celcom for the past 6 month and truth be told, I am glad that I subscribed to this service as I am mostly on the road as my job requires me to travel extensively all over Malaysia. As I am mostly online on average of 9 hours daily and with need to use VPN 5 hours out of 4 whenever I travel.

    Previously I was using DiGi as well as Maxis and find that the stability of connectivity is worst as compared to Celcom. I have had THE worst time when I was using Maxis as I was throttled whenever my usage hit between 2GB – 3GB. Do not get me wrong, I am not one of those hoggers which takes up all the bandwidth downloading movies, scream bloody murder whenever I am throttled. But I can easily use up 1GB weekly (which is not much) just on emailing with big attachments, facebooking, blogging and list goes on.

    After all my bad experience with other telcos, I did some research before I subscribed to Celcom. Like going to their website ( to check whether my residence and the places in which I usually go to is covered with GPRS, 3G or HSDPA. Check on other blog sites to see whether Celcom impose FUP in which they do, cap at 5GB and if you hit that, one can only be un-throttled at the next billing cycle. They have 7 days money back guarantee policy in which allow the users to return back the modem and terminate the service with no penalty by walking into whichever outlet you subscribed the service from in the event that the service does not meet your expectation.

    Every time before I travel, I will just do a routine check on locations which I am going so that I would know what to expect. Till now, I have yet had the need to call their call centre up to enquire for information since everything in which I need to know can be obtained online via their website or from numerous forums.

  • Le
      3rd of Mar, 2009
    0 Votes

    When I first complain about Celcom 3G which is too ###ing slow,
    the staff ask me to upgrade to RM 98 package.

    Actually its doesnt make any better.

    It is not my modem problem because I only manage to surf between 2.00am to 6.00am

    Day time, almost impossible

    This blood sucking Celcom

  • Si
      26th of Mar, 2009
    0 Votes

    i just buy the hua wei broadband on 13th mac 2009, im so disapppointed...with CELCOM...

    After i subscribing the Celcom RM68 permonth broandband huw wei ...i an unable to even connect to any of service network (surfing). i tried connecting everyday, everhours, at different time ...i still cant connect any network di my computer with huawei...

    This is absolutely outrageous because im paing RM68/ permonth for services NOT rendered, for somthing which i did not use and services not rendered.

    I hope the celcom staff will take action for this matter or losing the customer only . I just want to get the service that I paid for, Celcom broadband is a real not good in service.

    so please take a action or retrun back my money ...coz i just buy this month and i never have a change to surfing it...


    please call me 012-840444 (sitti zainab)

  • Wh
      4th of Apr, 2009
    0 Votes

    Do you know that Celcom already change the setting of their broadband that only work for Celcom 3G sim card only?

    Thats mean (if you not satisfied) u cant use Digi or Maxis sim card with Celcom broadband after you left the Celcom 3G IF ONLY you used it till the contract end or you broadband will TAKE BACK by Celcom as fine even the broadband you already BOUGHT from Celcom.

    Im Digi broadband user, I knew it after my friend tried my Digi sim card with his Celcom broadband and cant work so next day we went to ask Celcom staff and she told us the truth...

    We have right to our own property...We already bought the broadband but we cant use it as we want...

    What use of Consumer Protection Act if this still can happen???

  • Ae
      4th of Jun, 2009
    0 Votes

    I just subscribe to d98 2 days ago and the speed at night time was excellent, and I get he max speed of 3.6 mbps. Unfortunately all of that ends when day breaks, speed still 3.6mbps but the bandwith was horrible. It was like I am still on dial up modem 56kbs. I have a mind to report this matter to Suruhanjaya Komunikasi and Multimedia. Their speed and bandwith is not consistence. The consumer should get what they have paid for and not and not this crap!!

    I suggest we all make a complaint to SKMM to resolve this problem. Power in numbers!!!

  • Ae
      4th of Jun, 2009
    0 Votes

    everyone complain here :-

  • Na
      19th of Jul, 2009
    0 Votes

    Actually i'm a new user. I bought weekly celcom broadband prepaid worth rm25 2, 3 days ago. I tried to connect internet thru my hp but it cant. So i called celcom careline to ask 'bout the services but unluckily, i had a very bad experience. They pass me to 4 person but none of them solve my problem. Worst services, so different when i called maxis (i'm a maxis user). They treat me very special and they solved my problem in a less than 10 minutes.
    The next day i went to celcom at giant plentong centre, i ask the salesman there and as same as 'sengal' answer i got. Do they know their scope of work? Very poor services. Very leceh deal with celcom people... Please sent them to brainwash course or communication course... please... or just ask them to call maxis hotline. They will suprise with the services... Macam Langit dengan Bumi.
    Triple H

  • Ce
      25th of Jul, 2009
    0 Votes

    I am user of celcom broadband (advance package) in the UTM skudai campus area. the access speed are very bad especially on the peak hour & early night..hopefully celcom improve their service..

  • Ji
      14th of Aug, 2009
    0 Votes

    Dear celcom,
    I'm new user. I bought celcom broadband on end of july' 2009. i can get the connection for the first 2 days only, afther that totally cann't get connection at all. I make a phone call to celcom careline few time, they push me here and there, the end still not solve my problem.A week afther
    I have no alternative to take leave and go to visit celcom centre at Kempas, they asked me put down the modem they will repair it, but take 1 or 2 days time.the same day evening, they call me go to collect the modem, they mentioned they replace the new modem for me. When i get the new modem, i asked them to try do the connection, but failure, they change another new modem, finally can make a connection. But this time still the same, i only can makoe connection for 2 days only, the same problem occur again, i call up to the celcom person who give their phone no. I mentioned to him the same problem occur, he told me they out of stoct right now, they will contact me once they have stock.From i bought over the celcom modem until today already more then 2 weeks, i only can used for 4 days only.This is very bad products and service, Pls improve in future.

  • Dd
      17th of Aug, 2009
    0 Votes

    been using celcom broadband +-1year. I only reached "satisfied" level for 1month within 1 yr of subscription. the rest (11 months) crap. Package 68/month. if youre about to baca online suratkhabar then its fine. For downloders/youtubers/online games pls stay away from this scary service.
    One more thing that make me feel bad is the connection.. i have to reconnect almost every 5-10mins.. now i can
    build a muscle around my fingers for FOC, thx celcom broadband no need celebrity fitness. im about to move to streamyx. they way better that celcom b/band i'd rather topup extra rm20 (68+20=88) for streamyx.

  • Wi
      13th of Sep, 2009
    0 Votes

    CELCOM 3G blocking of certain local website especially with ( and yet they still promoting to university student.
    CELCOM should do monitoring on area too, DO CELCOM HAS ANY STAFF GRADUATE IN OPERATION RESEARCH??? CELCOM should do research on how much market share they going to gain and how much bandwidth should be increase over time. They won't change the old fashion way of business (Get more customer first then only upgrade facility when got complain), they know Malaysian won't complain much as Malaysia Consumer Association do not have any authority to file a case on them. Dear Consumer of Malaysia, it is time to wake up, if such service is so bad, unite together and stop using them, if they gain 30% of market share in 1 year, let them loss it in one day. Posting negative comment in forum seem won't get their attention.

    MALAYSIA Service Sector should look into "Quality and Reliability". If your current worker can't do Operation research properly, its time to hire new fresh graduate. those old and outdated is time to improve skill and knowledge.

  • Ce
      25th of Sep, 2009
    0 Votes


  • Wy
      11th of Oct, 2009
    0 Votes

    celcom & maxis suck well as all ISP in Malaysia they are full of ### @##$%%^^&&**

    the good things to do is to hack them up **** the ###ing server ( ### them up and down ) and put them out of business for good

    so they learnt who owns the territory

  • Bo
      18th of Oct, 2009
    0 Votes

    Do u guys think that Celcom people care with our complaint? I dont think they do care..

  • Cy
      20th of Oct, 2009
    0 Votes

    If you are not happy with your provider, email SKMM and follow the format.

    1) Make sure you have your complain reference number which you lodged to the provider.
    2) Give them at least a fair amount of time to respond to you. (I leave this to your discretion)
    3) Failing that, lodge a report at the SKMM website, make sure you list the problems clearly and chronologically.
    Oct 3 10:15 am - Lodge report to XXXX provider, for service failure (refer to billing id, complain reference number)
    Oct 4 11:00 am - Call to follow up on report with Provider, Customer service(provide name if available) was rude (time logged), and request to escalate to manager was refused. Phone call terminated
    Oct 4 12:00 am - Call again to customer service(provide name), was pass around to 2 different personnel, no resolution.
    Oct 4 1:30 pm - Lodge report to SKMM.

    This way SKMM, has a clear audit trail to who, what or when. I had experience lodging a complain to SKMM and Maxis.
    It was handled very well by both SKMM and Maxis (although it would have been nice they did it right the first time).


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