Maxis Communications
Reviews and Complaints

I took up the upgrade fee last year with hopes of changing to a new iPhone from my current 6S in future. Few months ago I started to enquiry on the available iPhones but the outlet in Curve told me that iPhone 8 will be out soon so instead of taking the iPhone 7, why not not for the iPhone 8. I agreed. Last month I was in One Utama so I enquired the same thing. They said iPhone 8 will be out soon so maybe you can upgrade then. Coincidentally I was in the Gardens Mall yesterday I ask about the phone upgrade. I was attended by Alif. He wasn't that great in explaining the packages or the procedures so I often ask him to check with his manager and then he's goes away awhile and returns again to clarify the situation. My question was simple: I want to upgrade my phone from 6s to IPhone 8. Alif said can't at first but after asking his ‘manager' he came back to me saying I need to change my zerolution plan to normal plan and Maxis will waive my penalty ( I have 8 months left) and add RM300 for the exchange through the trade in process. I was happy and agreed. So we did the phone test and etc and my phone was valued at RM960. This all took 1 hour of my time and Alif made me to wait to get called up to the counter for further actions. I filled in the form and sent my phone for reformatting. Next after another hour Alif disappears and I waited again and soon after he came up to me and said I have to top up another RM2k for the iPhone 8 and since I'm on zerolution plan I can't take the iPhone 8. I was pretty much pissed here because that I know since the beginning about the adding RM1970 for the iPhone but Alif communicated with me something different and I assume I was lucky to get a different offer. He clearly said to me I trade in my current 6s, add RM300 and I can get the iPhone 8. I asked him again if there's any charges and he said no. I told him to get the manager and I was attended by someone named Amirul which I don't think he's the manager though. Kept saying Alif is a new staff and missed out vital information. Are you saying you never train your staff before they hit the floors and start selling? I mean this is a serious issue as you misinformed customers. Not only that he wasted my 3 hours in total yesterday. I mean I can live without the new phone but after I asked and he was determined that was the procedure, I was happy with the suggestions and in the end none of it were true. I felt like a fool. These are front liners and with the customers constantly. You can't afford to mislead customers into something that is not true. I would say this is a cheat. So many times i asked him to confirm back the details he provided with the manager so I assumed he went and asked his manager because I see him walking into the back room for 5-10 minutes. I assumed his facts are right and he was clarifying it. But no.. just after 3 hours, Amirul comes out and return back my phone saying sorry we can't proceed. Not even an apology but blaming on so called new staff which I think it's pure bull! What's wrong with macis today? I've been a customer for more than 10 years and I've been a good pay master. Last year you advertise the iPhone's as part of the zerolution plan and just 1 month before you removed it and i guess the memo didn't reach any of your outlets because 2 centres asked me to wait for the iPhone launch. I even signed up for the upgrade fee after being sold the idea of changing to the new iPhone.. whatever is launched that time. I mean wasn't that your marketing plan? Exchange to any new phone after 1 year? Don't give empty promises to customer as a customer like me will hold on to your words. I'm from the sales line too. I train people in customer service so to me, Maxis has been given a bad reputation based on incompetent staffs. I know Maxis as a whole is pretty good but when you get staffs like this (missing out the memo, misleading advises and giving wrong information) it's making me think are you short hand of people or just plain ignorant to know what's happening on the ground. Maybe you can concentrate more on training your staffs to improve their knowledge and service attitudes instead of mumbo jumbo adverts. Just think about it! I'm so disappointed

Maxis is really a very bad provider. Due to their careless mistake, being a customer I'm suffering. It was so easy for them to say that the error was from their side for deducting my bank account without notifying and it's not RM 20 or RM 30 it's RM 500 which got deducted from my account which was supposed to be used to pay for something else and the staff can just say that they can't do anything by giving my cash back as it was not my fault instead offered to waved off my bill for RM 200 plus which was not suffusion as end of the month I would need to still pay my bill. I'm really frustrated with the staff and Maxis as they think being a customer we have so much a money parked away. This issue happened in September and now it's already November and yet I still can't recover from my RM 500 and I have so much things to pay. Thank you very much Maxis please shut down your network

I have been complaining to maxis regarding the issue that there is no network coverage at my housing area since 4 years ago and till now my phone still shows me "no service". In the past 4 years, I have changed from an iPhone 5 - Samsung Galaxy S4 - Sony Xperia Z1 - Sony Xperia Z2 - iPhone 6 - iPhone 7, and all these phones show me the same thing. So I believe it wont be a phone problem.

I live in Bukit Mas Apartment, Taman Melawati. Since the first day I moved there back in 2013, I sent a complaint to maxis customer service, and they told me "they are aware of the issue and are working very hard to resolve it". Every year I make it a point to submit a complaint on the same issue, and every time I get the same response. Today I made the same complaint, and again the same response is given.

My question to Maxis is:

1. Why is it that it has been 4 years since I first complaint, and no improvement has been made? I believe I am not the first one to complain about the issue and many people have lived in that apartment way before I moved in. Why no improvement? Is it because it is such a small housing area that it is insignificant?

2. Even if the issue is a tough one to resolve, why is it that there is no update of progress given on the matter? Since you are "working VERY hard" to resolve this issue, there should be at least some updates right? Unless the sentence "working VERY hard" is something generic you all say to appease the customers at the moment of complaint?

3. Even if there is no update on the progress, why didn`t the technical team explain on the issue as to why is it that that particular are has very bad network coverage? WHY? Is it because again the housing are is very small and insignificant that we can be "forgotten" after appeasing us with your standard textbook reply of "We are working VERY hard to resolve the issue"?

Dear Maxis, if you are as you claim "Malaysia`s best telco service", I do hope you address this issue. It SICKENS me to have paid so much for your telco services and not see any improvements when I make a complaint as a customer.

Salam saya mohd hamdan hp no [protected] bil maxis saya yg terbaru ada charge dari tonton rm 10.45 saya dah pergi ke maxis center alamada putrajaya untuk tanya tentang bil saya dan staff maxis beritahu tiada offer atau kontrak dengan tonton dan tak tahu macam mana charge tersebut berada dalam bil saya saya sgt tidak berpuas hati di charge dr tonton sedangkn saya tidak melayari tonton saya menyesal pakai line maxis banyak penipuan dan charge tersembunyi saya akan buat aduan dekat kpdnkk putrajaya tentang penipuan maxis dan tonton

Hello, sir

I have use the hotlink red app to get a free pass for youtube 1GB, after we get it, they straight away deducted our RM10.We didn't get our free pass, but got deducted by the app.We can't use it. So, i hope you guys can be refund our RM10 as fast as possible.You can contact my number [protected].If you guys cannot solve this small problem, i will not trust your service.Thank you for reading this have a good day.

From, your loyalty costumer

I was previously main line and having 3 supplementary lines with the maxis one plan 128 and i wish to change my own number to an individual line and one of my 3 supplementary lines to become main line.

I went to Maxis branch at Tesco Puchong to make this request FOR TWICE and the staff seemed cannot understand human language.

For the first time, the staff helped me to switch my number to become one of the supplementary lines and one of the supplementary lines to become main line, which means she switched the position of my number and one of my supplementary number! She even changed my number to maxis one plan 128 and one of my supplementary lines to maxis one plan 98, which means I need to pay additional fees for the next month! BUT ALL THE NUMBERS ARE STILL UNDER ONE ACCOUNT!

AND! With the same request, I went to the branch for second time, I told her THAT I WANT TO HAVE MY OWN NUMBER TO BE AN INDIVIDUAL LINE and she said I need to pay the bill before she could help me to process the request, so I paid.

And at the last I called to maxis helpline and asked, they found out that my number has already became an individual line, BUT! One of the previous supplementary line became my supplementary line! So my number still not an individual line.

Your staff was wasting my time to process the SIMPLE REQUEST!

I have only one question, is it so hard to understand human language?

Saya telah membuat 3 kali permohonan utk keluar dr maxis dari hari jumaat, sabtu dan ahad. 2 permohonan saya telah ditolak oleh maxis dgn alasan saya masih mempunyai no tel. yang dishare dgn no tel yg saya nak port out itu. akan tetapi saya sebenarnya tidak ada no tel yg dishare. saya telah menelefon maxis sebanyak 3 kali untuk meminta mereka meluluskan permohonan saya, tapi saya masih belum menerima apa2 sms drpd maxis berkenaan hal ini. saya amat kesal dgn perkhidmatan maxis. sepatutnya maxis memudahkan pengguna dan tidak menyusahkan pelanggan.

Our house broadband service was down since 8 Oct 17 and the complain was lodge by Mr Tong Kar Yew (husband). The Maxis personnel informed that the technician will be available for house visit on 10 Oct 17 (Tues). On 10 Oct, personnel called to request to come at 11.30am. Mr Tong could not wait and requested for them to come on 11 Oct (Weds) at 9am. At 12noon, they came but Mr Tong had left the house for a meeting.
Today, 11 Oct 17, the Maxis personnel failed to turn up. I (wife of Mr Tong) called 2300 5076 to request for a technician to be despatched. I was then redirected to [protected], in which the personnel took down my reference number (C1455776), but could not located the case. I then provided Mr Tong's IC, and then she requested that I call [protected]. Upon calling that number, I realised that speaking to Astro has no correlation with the internet connectivity issue as the home Astro service was working well. On 13 Oct, Maxis arrived at home to check & confirmed it is an Astro issue. The case was referred to Astro and no action was taken to date. It has been a week with no connection & such an inconvenience.

I wish to bring to your attention that there is no Maxis mobile access at my workplace located at Pinnacle Petaling Jaya. This is a newly constructed building wherein there are 2 Towers of offices along with a 5 star Hotel. There are also approximately 40 retail spaces which are in the progressive state of occupation.

Due to the weak mobile signal, I am finding it increasingly difficult to establish the required communication with my clients.

I understand from the building management that there is no in building infrastructure and that 70% of the occupants are using maxis mobile. This is not taking into account the hotel guests at the soon to be opened Sheraton Petaling Jaya.

It would be good if Maxis could provide the necessary infrastructure at Pinnacle PJ in order for its clients to enjoy full access to its mobile services

I went to the maxis center at Velocity to request to change my Digi line to Maxis. The counter staff submitted wrongly, she put my request as transfer from U-mobile to Maxis.
Then I called maxis customer service, the agent named Hadi, submit wrongly again, made the same mistake. I clearly said I'm requesting to change from Digi to Maxis!
So after 1 week, I called again, the agent told me he will resubmit again . But end up nothing happen. I called again after another week to follow up. Now I'm waiting for the request to be complete in 48 hours. Just a simple request, and it taking more than 2 weeks because of the staff mistake.

Hi, I'm a maxis broadband user. On 3/10/2017 I manage to access the website www.fanfiction.com but the next day I was unable to visit the same website until now.

I am getting ERR_CONNECTION_TIMED_OUT. I have tried few troubleshooting methods but none works.

However I can access the same site via other network. So since maxis is my ISP, I hope you could solve the problem. My number +06 [protected]

To whom it may concern,

I’ve been a loyal customer of maxis for at least 5 years. I am really disappointed with the customer service as they are leading me to wrong informations every single time.

About 3 months ago (Roughly), I asked about maxis oneworld plan and an agent told me that I am not eligible as I am still under a phone contract and will expired next february. For your information, I am under 188 maxis one plan since october, 2016.

I thought I am not eligible for the maxis oneworld unlimited calls, sms and 500mb data for 38/day. So I got my own wifi router and travelled to indonesia on oct 29th, 2017. During the trip in bali, I realized that I was charged rm38/day and I thought I accidentally bought data roaming. I asked the agent to deactivate it for me and that agent didn’t mention that I am already in maxis oneworld plan. Just until I realized I couldn’t receive or make any calls anymore. I spoke to another agent and he said I am currently in maxis oneworld plan.

I am really frustrated not becasue I spent extra money on my wifi router or so. I am upset that your agents are not profesional enough to guide their customer to the right path. Thanks

I was just subscribed the MaxisOne Plan that are 90 GB for 5 lines and the data is too fast to used up. I was just watch 2 youtube video was just only 3 mins each then log in my Wechat and listened 2 songs in JOOX but already used too 100MB data and above. It was too fast to used up the data and also my data renew is at every month's 14 and I don't have watch any drama when I using data and I just only used to chat and play my Facebook, but 10 days after my data is already used up! Feeling so disappointed!

I would like to complaint about your worker named Azman. He give me a pamphlet and explained whats on the pamphlet... after explaining, he ask me to give him my Ic to check some kind of point like that using my Ic, but after give him my Ic, he suddenly ask me to pay RM98 for a sim card with 20Gb... I dont even tell him that I want to purchased the sim card... I told him that I dont want that sim card but he keep forcing me to pay RM98! I have no choice, I have to pay because he got my Ic! I cant escaped! What a shame and very disappointed with you Maxis 😡😡 This happened in Uitm Shah Alam

Dear Sir or Madam,

I am writing a complain and to report the extremely slow internet connection and always misconnected. we are experiencing recently in our region, which has never happened before.

From our end, the connection speed could be as low as 1 kb/s, and we sometimes even have problems in using google, etc... This has significantly affected our life. At the meantime, I have to stop using the internet, so that my son has a better speed. We have paid the montly buying the internet data and actually this region all are suffering from the same issue.

I wonder if you can send people to come over and help to check if we need to install new maxis tower on our place, since they might be far from town tower place. At least, this will help us to locate the problem and hopefully can speed up the internet soon.

Thanks for your consideration.
Your sincerely
Johannes Laurence
±[protected]

Dear Head of Customer Services,

I would like to request an complaint about My Maxis Broadband A/C no.[protected]. I requested to terminate my Maxis Broadband on 16/08/2017. I was served by your staff "Hanif" for the termination issue. At the same time he also recommend the new Maxis Broadband packages to me, i concede and accept the packages as recommended by him.

One month later, i received my maxis statement for the above account, there is monthly charges imposed to me thus, i only realized that my account had yet terminated. So, i make a call again on 21/09/17 to clarify the issue and the report no.: C19390919 served by your staff "Mariah". Meanwhile, i also requested her to activate my new account. She told me within a day will getting call from center in order to activate my new account.

On the dated 25/09/2017, i was received a call by your staff "Rou", he told me will be activate my account within an hour. After few minutes, i received a call by your staff again, he told me your old account had yet cancel so that there cant activate my account as this moment. I'm really unhappy for the above explanation.

For the next day 26/09/2017, i make a call again, because i had yet getting any solution from your site, the new operator told me the existing account was terminate, and the outstanding amount to be paid RM212.95 . I feel that is not fair to me.

Therefore, I kindly request that you use the date of my telephone request to effectuate the de-registration and that the contract is cancelled as soon as possible with effect in a maximum period of two working days.

I also request the cancellation of the wrongly sent invoice and any other invoice or charges for any amount which there could be after the two days in which the de-registration should have come into effect.

I trust this is not the way That Maxis Company wishes to conduct business with valued customer- I have been with you more than 10 years and have never encountered such treatment before. I would welcome the opportunity to discuss matters further and to learn of how you purpose to prevent a similar situation from recurring. I look forward to hearing from you.

Good Day,

I would like to request an complaint about Maxis operation issue.

Here with the case that I faced
On 05 September 2017, I was pre-order a Samsung Galaxy Note 8 through the online transaction.
After ordered, I was using Maxis Live Chat to double confirm my purchase order and Maxis operator did reply me order was successfully with an Order ID.

On 10 September 2017, I was aware that my credit card did not charge for the amount that I use to pre-order my phone.
So I decided to use Maxis Live Chat to ask for the details.
Maxis operator told me payment transaction was not success and raise an Case ID and told me Maxis will call me for this issue.

On 11 September 2017, I was using Maxis Live Chat again since no Maxis was calling me.
This time Maxis operator told me I have to wait until 21 September to purchase the phone and WITHOUT the promotion price given.
They answered me that I have to take responsibility for their mistake and I have to buy the bills.
I am unsatisfied for their service and the way to solve their mistakes.
Please take high attention as this may involve the case of cheating customer.

Thanks & Regards,
Grove
Grove Low Hong Jian

DEAR MAXIS,

My name is Jerry Chiew from east Malaysia at Sibu, Sarawak. I am Maxis line user. I been move in my new residential about almost 3 yrs till now there is totally not action at all regards our residential area mobile data was very poor and weak. Every time we received calls need go outside car poach area or sometimes at upstairs 1st floor then can have bit signal for it.
It is super inconvenience for us when doing online banking, online purchase, home business, or emergency call.

Hereby I am fully wish that someone of MAXIS HEAD there can help up our entire area to take an action arrange technician to solve the issues for us.

Sincere appreciate it for your kindly help. We looking forward to hear from your news & action ASAP.

Our residential area is @ Lane Bukit Penyau 3C, Sibu, Sarawak.

Regards,
Jerry
[protected]

6 Sept 2017 (contact number [protected])

I have amount due RM2189.35 with maxis (account no :[protected]) I was served by staff name Mr Shakir (Pavillion Maxis center staff), he very nice and helpful. I did told him that I just pay off for Celcom due amount since year 2012 total amount is RM812.85 and I tell the Celcom staff that I do not know that I have this unclear amount until I register myself with CTOS. Then I called Celcom and Maxis center the staff provide me all the details and guide me where to get all the info that I want. Celcom staff very good she offer me a good deal if I not urgent to clear of my name with CTOS they can give me 20 % discount on top the amount that requested to pay. After discount the amount become RM650.30 (Clear with CTOS in 5 working day). So I agreed so that I can save RM162.55, futher more they print out all the details like calling history and so on so that I have proved to bill back the amount from my oversea friends who I allowed her to use the number which is under my name. I asked Mr Shakir (Pavillion Maxis center staff) I said I believed that Maxis also have this kind of discount (At least when I know that I owe maxis money I took the initiative to pay off by today), then he go inside staff office and refer with the branch manager end up the amount that I need to pay is RM2039.35 (AMOUNT RM1831.50 TALLY WITH THE AMOUNT REGISTER IN CTOS + LEGEL FEES RM100+LAST CHARGE RM107.85). He said very sorry miss this is the amount that u need to pay and again he said sorry to me because their system or printer have issue unable to print out the calling and other detail that I want. Because he very nice so I said it ok I will try to get it next time. So I still not satisfied
and I asked him again LEGEL FEES RM100+LAST CHARGE RM107.85 can waive or not because I never knew or notice that I still have this debt with maxis and I never received the letter from maxis until I take initiative to call maxis call center and he turn to Ms Suriani (I don't know what her position but she is not a pro customer service staff) I asked if I go settle in KLCC maxis branch do I will get the discount, in a very unprofessional way she answer "mana-mana brand pun sama xde ape beza pun. Kalau dia nak sangat details ke ape ke u suruh je dia call je [protected] call je [protected]" and keep repeating the same thing to Mr Shakir and never turn to me even I the only one customer standing at the counter and she walk away like that only. But Mr Shakir kept bowed head and said i'm sorry miss, if u felt like this amount is not fair you u have right not to make payment and u may walk in to KLCC maxis center to try to settle the amount there in very polite way. Wow he is amazing, his services is marvellous can calm me down and witout delay and I wasted his time for almost 30-40minute so I made decision to settle this amount in Pavillion Maxis center because of his good services. By the way can anyone help me check if case like this do you will have refund like celcom did? as one of my friends friends who work with maxis before told me it depend on their branch manager. Some branch will give discount. The purpose I write this up to complaint Ms Suriani and to give compliments to Mr Shakir on the same time to ask for some refund. When I face this now I know y thousands of Malaysian not Happy with Maxis as Customers and alot customer throw rampage at the center or branch. Attached celcom receipt as a proved with the details celcom staff give me immediately

I received a call from Ms Jolene, a customer service rep at Maxis Centre in Seberang Jaya, Pulau Pinang, in August 2017. She told me I can come and collect a free gift (ear phone). I told her I am away at the moment and will be back after Raya.

On Sept 5, I went to the centre and asked for Ms Jolene. She was at counter 3. There was already a customer in line. I approach the counter and asked for Ms Joline and she politey replied yes and asked me what it was about. I told her that she had asked me to drop by to collect a free earphone. She asked for my Identification Card and asked me to wait.

I wondered about the shop and glance at some display. She came to me and showed me the earphone that I will be getting. I was quite surprised the see the retail price and asked if it was free. She said yes. The earphone was as Monster Isportvict Inear retailing at RM554.72.

She went back to prepare a document and came back with an Ipad. She took out the Ipad and asked me to sign on the Ipad. After some friendly discussion, she gave me a bag containing the earphone and a receipt.

This was her last words. "Ok thank you. So now you cannot change your plan for one year". I was taken aback, since she did not mentioned this anytime before, not even during the phone conversation.

I had no intention of changing my Family plan, but at least this should be made clear, right from the beginning. I am getting this gift, should I decide to keep my plan for one more year. Then I have the option to decide.

I believe, what I just signed was an extension of my plan. And true enough, I received an sms shortly after that. I also realised that the earphone is also a free gift for new signing of the Family Package.

I have half a mind of returning the earphone and terminating the plan and even change provider. What a dirty tactic, from Maxis Communication.