This letter is not really a complaint, but more a plea for help. My wife and I live in the Setiabudi Regency complex in Bandung and we have been customers of Telkom Speedy for more than two years.
Since we became customers we have suffered from constant problems of slow connection speeds and constant disconnections.
It has now got so bad that at times the service is unusable. It is not an occasional thing either, it happens every single day. It is not unusual, especially during the evenings, to be without the internet for several hours, and then, when managing to get connected, to suffer from disconnections every few minutes.
Over the years, we have asked Speedy for assistance many times: i would estimate that we have had to call them once a week on average, but often far more frequently.
I have even left messages on a Speedy Facebook account (when able to stay online long enough), often quite angry ones because of my frustration, for which I apologize, but no response either.
We have had many visits from technicians, but they have never managed to make any improvement. Over the phone we have been told to replace our modem, but Speedy technicians have checked it and found no fault.
We were recently told to try getting a voltage regulator, but the representative was not able to commit that this would rectify the problems.
On the last occasion we called, three days ago, we were told to call Telkom to get our telephone line checked as we were getting "line busy" messages when trying to connect: they came and found no fault.
We were also told that the problem would be referred to the technical department, but have heard nothing from them: this is not at all unusual.
At one time we would always get a call or a visit, but far more often now we never hear back. We get an array of other messages as well when trying to connect: "could not connect to server"; "server busy"; "username and password not recognized"; and as mentioned, "line busy".
I have been using the Internet for more than 10 years, and even during the early days I never encountered such an unreliable service.
I really do not know whether our experience is an isolated one, but somehow logic tells me that it cannot be. I write this letter in the hope that it is published and really as a last resort. I simply do not know what other avenue I can take. All we want is at least a half-decent service.
The Internet service in Indonesia is really very expensive, especially considering that it is very slow compared to other countries, I think that the least that we can expect is a service that is more reliable.
If Speedy wishes to make contact with me directly, I can be reached by email on mobilemj@gmail.com.
Michael Johnsey
Bandung
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