DiGi Telecommunications
Reviews and Complaints

Before i change to from 10gb rm50 plan, the data is working fine as normal, i can watch movie, videos from youtube and facebook and even play online game without lagging. but after i change to this 10gb plan it constantly no line and it is difficult to even load video not to say play online phone game. It lag like nobody business. why it is so big difference when i got a old plan it have lte in my university but for this new plan i only get a 3g and it is so worse like having no network at all

Saya pengguna Digi prepaid, sangat kecewa dengan perhidmatan Digi, network yang sangat lembab, dan kenapa call belum conect, tapi credit hilang 30 cen, ? Dan kalau berulang sampai 3 atau 4 kali, sudah berapa wang saya hilang, ?
Saya benar benar kecewa, ,
System yang anda program benar benar tidak adil, dan merugikan banyak pengguna,
Coba ubah untuk menjadi lebih baik dan adil,
Trima kasih.

I, user of Digi [protected], as of today 12/7/2017 at 1133am, want to lodge a complain regarding the network coverage at both college & hostel Kolej Sains Kesihatan Bersekutu Sungai Buloh. The network coverage were really poor. Almost 1 week, the same problem keep recurring. Unfortunately today, the signal was really bad & there is no signal at all for Digi user at my area. Digi, I hope can resolve this problem as soon as possible.

I am just very angry with your customer service operator! Every operator give the different information! What kind of telco is this? Since 28/6/2017, I had submitted a port out form to umobile. On that day, the umobile company called me and told me that :"digi's boss was on a vacation in somewhere else, he was not around in malaysia so the port out process can't be done. You need to wait few more days until the boss came back and approve the port out only then the process will begin." see! What kind of boss is this? Huh? Being a boss can just take a vacation to other place like this and you want customers to wait you come back from your enjoyable vacation to continue the process?

On 3/7/2017 I have called your CS line to port out to another service provider. I was told that I am still under contract to a Samsung Note 5 that allegedly took by me back in 24/5/2016. However, the funny part is I don't have the phone. Back then I went to Plaza Alam Sentral Digi center in Shah Alam checking on other available plans since the one I subscribe at the time (was Digi as well) was insufficient to me. They have pitched to me a plan with Samsung Note 5 but I refused the phone and would like to get the rm150 monthly plan only. I was told that I can take the plan package without the phone. Fast forward to now, you CS is telling I can't change line because I am under a 2 year contract because of the phone Samsung Note 5. This is outrageously ridiculous since I don't take the phone and have waived it to the Plaza Alam Sentral Digi center for a rebate on the monthly bill. I want this to be rectified swiftly and seriously, else I will file a case at the tribunal. Totally ridiculous..I don't take or pay the phone still bonded? See my bills, there are no additional pay for the phone!

My data just renewed with 10GB refresh quota and have 9GB balance as i check. The line in this area is ok all the while, my phone showing fullbar signal and 4G data speed as well. But data running very slow, not work at all!

Calling quality always come with noisy buzzing sound and voice volume very low.

Lazada Voucher i bough from digi apps can't use at all.

Check on the service rep who ans two calls from me on the below date & time to digi.

1) 21 June 2017 - 10.09am
- called to change plan for another primary line of myself to subline rm28 package. She repeated my request + confirm. Telling there'll be a confirmation within 24 or 48 hours.

2) 24 June 2017
- checked on my status for the above. Unfortunately was informed there's no update / changes from Digi!

My question: what has the woman from my first call 21 June 2017 done? What are the points of wasting my time doing a lot of clarifications and confirmation?!

2nd issue:
Checked on my another primary line with digi. not understanding why my monthly changes is rm60+. Your digi cust rep told me I've overused the 100mins quota for calling! BUT I REMEMBERED CLEARLY THAT I HAVE SIGNED UP WITH THE UNLIMITED CALL RM50 package with digi in VELOCITY! AND HOW MY PLAN CHANGED WITHOUT ME ACKNOLWEDGING? Please also beware of your cust rep tone of voice dealing with a customer. Yes, a customer may not be always right but there's always a professionalism from your cust rep to reflect Digi branding in the market.

I've decided to port out my primary line to another telco today. Next Tuesday I'll port out another digi line. Thanks.

The purpose of this complaint is for the sake of improving your cust Serv.

Hi, I'm a loyal digi user since 2008. Today, I had a minor problem (settled) and I went to one of your service centre in town. What I disappointment the most is how your staff there handle me as a costumer. I understand there's a lot of people there today, maybe your staff are very intense to handle a lot of customer today. I just want to ask one of your staff at the desk there, seems like she's busy with her pc monitor. Then I said to her "Hi, can I ask something? " . she seems not hear me maybe because my voices are low..and then I said "Excuse me miss." . She look at me and then she said "Be patience." with rude voices. Then she nagging by herself but I and others customer can hear clearly what she nagging about. "Why all of these people cannot be patience?" me and other customer look at each other. If I follow my feelings, I think better I leave. But I have something to ask. Then I just ask security guard. The guard answer me nicely.

At the digi store in The Gardens, there was an employee named Saidah who gave me incorrect information, saying that I would receive a message from Digi regarding my subscription progress, as to whether it wished ended rejected or accepted. I communicate to her that I received no message from Digi. She kept arguing that I would it would take 3 business days, although I've registered on June 10. It wasn't until I asked for managerial assistance that it was revealed to me that I would actually be expecting a message from Maxis instead of Digi. Saidah'S incompetence due to her lack of knowledge had cost me 2 week of valuable time. I recommend that you have her call me back at [protected] to personally apologize otherwise I will reasonably assume that your employees will always get away with wasting paying customers' time

Dear Digi. I am very disappointed with your service. I bought data package of 8 GB with 15GB social media/ monthly. Its not even half month the data started to lack. I can't watch fb videos, it takes so long to load in any website pages. Is this how you treat your customer who trust you and purchase the data plan ? Plus i need to use it for my office purposes for example downloading whatsapp images but it takes forever to load a image. More in details it consumes so much of data for an android phone. Data usage is completely high beyond the actual usage. I am totally not happy with this. I hope to hear a response as soon as possible.

Whilst on holiday in Malaysia I went to a Digi shop and told them I need a sim card to use for a month. They told me its R$50 and gave me a sim card [protected] and ask for my ic.
Whilst back in the uk, I got a shock when I receive a bill for R$50 for this month's account.
I protested and even ask to refer the matter to the supervisor.
They insist I have to pay all outstanding balances and a copy of my ic and a signed copy of termination before they can close my account.
I would say its all the fault of the sales staff but they refused to listen to the matter.
My email is [protected]@yahoo.co.uk

Assalammualaikum dan selamat sejahtera, kenapa coverage network internet saya xstabil. Selalu lag and xconsistance. Agak mengecewakan bila mengunakn application yg memerlukan internet yg stabil.. Walaupun dgn mobile yg baru kurang application. Still slow... Ini kerana, saya agak lama mengunakan digi. Tapi kini saya benar2 kecewa dgn service yg diberikan...

Previously my bill monthly fixed charges amount as Rm58.00 . I found that
2 months continue charge me extra cost from mobile services since dated from 15.04.2017 to 09.05.17 amount incurred as RM35.15 ( refer to my mobile number [protected] invoice period 12 Apr 17 to 11 May 17)

Please assist to check what is this value added services 33302 ?
can waive and how to remove this issue ?

thank you and await your reply soonest.

regards
Ms. Foong

Currently a user of digi broadband in puchong. Signal sucks and totally instable. Constantly keeps switching from 4g down to 3g. But worse at night totally no signal! Made complain to customer service and they said will take 1 week to solve problem. It is more than 1 week already and its not any better. Just because i stay in maxis dominated area doesnt mean digi slack off on this matter. Digi...fight to win back customers confidence!

I have no words anymore bout Digi. I just recently become a Digi customer for 3 days purchasing a new Prepaid phone number but I already have a bad experience with it.

I bought a new prepaid phone number but you are selling me a re-used phone number which makes me feel very annoyed when lots of unknown number sending me message via whatsapp and there are a few whatsapp groups already available on this number on the first day my phone number is being registered. Suck!

I've went to a digi centre in Pearl Point Old Klang Road yesterday night around 9pm to change my SIM card from 3G to 4G. The staff told me that it would be activated within 30min. However until now my 4G sim still showing no service. Called to the centre, I was told the manager would only back round 2plus pm to settle my problem as they ain't able to check my sim status. I'm really disappointed that it need to take such a long hour to settle my problem! I'm really unsatisfy with the staff and service there!

Account no. [protected]

I am a subscriber for Digi Postpaid 1110. I recently signed up for another Digi Broadband 100 GB on 3/6/17. I tested using the mifi on 3 different locations which your coverage map says have LTE-A in Puchong and none of them gave more than 0.1 mps. I felt so cheated by you. My work is disrupted because of the slow speed. Tell you what I am exiting Digi altogether. [censor] you...

My name is Aiz. I had bad experience with DIGI call center (Mr. Roshan) regarding CL increase from RM200 when im in Belgium. When im back to Malaysia, i went to DIGI BSC Branch, and CL increase can be done, i have been given 2 option either to increse it to RM500 or RM1000. I lock the report with MCMC and DIGI Customer Experience (Mr. Hamdan) currently mentioned its because system limitation which i bet this is not solid reply. I insist this matter to be viewed by DIGI management without fail because i dont think appointed PIC assign to my case really understand what is customer experiences focus is all about. Thank you.

Below is correspondence with En Hamdan:

Dear En Hamdan,

I understand your system limitation. However i believe at the end, people can overwrite the system. I believe you understand why you placing either a supervisor or manager in your CS department to oversee certain request with some authorization. My comment is for your improvement. Im not happy with your explanation below. Its not solid.

Last week i went to DIGI at BSC. Surprisingly, the DIGI staff who attended my inquiry said they able to increase it to either RM500 or RM1000. And i choose RM500 CL. I wonder why the process is super easy? Compare to talking with your CS call center. I was in need when i was in Belgium, it was a business trip. Logically, all expenses will be reimburse later. Your customer service not even helpful to understand the situation. Please. Its Doesn't mean if i only subcribe digi plan RM50 to 60 per month makes me a type of customer who unable to pay! Your customer service team simply treat me like nobody. I can afford more plan n package if i want but im not a high usage mobile user. This is absurdly unacceptable and i am very dissapointed when i need those CL to be upgraded when i'm at oversea. I bet you understand the situation there when you cannot make any important business call. Even if i want to make advance payment, its not possible because i cannot receive a tag sms from bank.

Last week again, my number has been barred again. Just because your system statement is not updated. Luckily, DIGI branch staff at BSC can assist me within few minutes. Its quick and efficient. I guest your CS call center is just not eager to help genuine customer with solid request. I have good payment record and its not count? My bill not due yet and increase CL is not possible when im in oversea? Whats make a different when i request CL increase from your call center vs DIGI Branch? Will you telling me that no one in your call center even manager unable to assist on this? If you are in my position, will u think its fair?

If you cannot justify my question above, please forward it to your superior. I really dont mind bringing this matter forward until Mr. Albern Murty. Thank you.

P/S: im not the only one complaint about your customer service call center. Maybe its important for you to take this matter very seriously for improvement.

https://www.malaysianwireless.com/2012/04/poor-digi-customer-service/

Sent from my Samsung Galaxy smartphone.

-------- Original message --------

From: "Mohd Hamdan Bin Musa (Digi - Central)"

Date: 07/06/2017 10:17 am (GMT+08:00)

To: aizuddin.[protected]@gmail.com

Subject: [protected]-DIGI Aizuddin Rahmali

Dear Mr Aizuddin

 

DiGi Postpaid: Service Feedback

A/C Number: [protected]

 

We refer to your feedback channeled to MCMC in regard to credit limit for your Digi postpaid line.

 

Our findings indicates that you have exceeded your credit limit during your interaction with our CS Team. Due to system limitation; please note that once you have exceeded your credit limit, we will not be able to change your credit limit unless if you make a sufficient payment first. This is due to system limitation.

 

Please note that we have successfully increased your credit limit to RM500 during your most recent interaction with our CS Team.

 

The unpleasant experience that you have encountered is regretted. Rest assured that we have forwarded your feedback to the respective department as references for our future improvement.

 

We appreciate your continued support and hope to serve you better in the future.

 

Please call to our helpline at [protected] if you need further assistance

 

 

Regards

 

Mohd Hamdan Bin Musa

Customer Experience Management

Digi Telecommunications Sdn Bhd

Best Regards,
Aiz

I have contacted digi cs through live chat on 5/6/2017 and was served by an agent named Zyra for some enquiry about line termination and seek for some solution. I was straightly being told the line would not able to be reactivated, but in fact, I know it could be solved. And afterward I was finlg being told there is a possibility to get back the number if I walk in to digi centre.
My concern is, as a customer service personnel, how would he/she being such irresponsible, answering customer by simply sending template and general answer? A customer service personnel's duty should be assisting customer to solve problem isn't? What if I didn't ask further? I lost the chance of getting back the number timely? Is he/she gonna comepensate the consequences? Hence, to whom may concern, kindly take some action to correct the attitude of cs personnel, I understand it is under puasa period, but since you are on duty, kindly take some professionalism when dealing with every customer. Thanks.

Dear digi, I had been a digi user for 10 years. I didn't want to leave and change to another network because I believe in you. But please, fix your line. I paid RM 150 per month hoping for a better internet services. Yet, your internet services couldn't even provide 1Megabits per second. If you can't provide good services, then don't promise customers in the first place. Saying that you will guarantee customers can enjoy high speed internet, that's a lie.