Maxis Communications
Reviews and Complaints

Date: Oct 27th 2019
A0338 is my queue number.

My 70 year old father has a SIM card that is no longer functioning. It is intermittently able to receive service from Maxis. We have tested the phone with a different SIM card and it worked fine. He has been customer to Maxis for many years. Unfortunately Maxis@Gardens refuses to swap his SIM card because the finger print scanner is unable to read his fingerprint and verify. This is a common thing amongst old people where their finger skin have gone really thin. Maxis@Gardens said they cannot do it because it's in violation of PDPA.

We are not asking for new services or termination of services. We need a change of SIM card. We even brought our documents, IC, Credit Cards, Existing Phone, MAxis account, and the faulty SIM card with a serial number on it.

Further concerning me is that Maxis@Gardens do not seem to understand PDPA. It is the customer particulars that need to be secured, not the service that is being provisioned. Prior to finger verification, Maxis has asked for our phone number and in their IPAD, they displayed publicly to us, our supplementary numbers, address, names, and IC number without authenticating any documents from us. That itself is a violation of PDPA already. PDPA is protection against personal particulars, not on the SIM card that we are trying to exchange. Yet, they said without fingerprint authorization, it's a PDPA violation. If I were into identify theft, that would have been all I needed to walk away with.

The existing process is really inconvenient. Exchanging a SIM card is equivalent to exchanging faulty hardware. It has nothing to do with personal data. Maxis@Gardens seemed really happy we walk away with a broken SIM card and are still happily charging every month for it. For faulty fingerprint verification, MAxis@Gardens requested for a letter from JPN. Which even makes authentication more worrying. Maxis prioritize authentication over a JPN letter over the real person, his drivers license, verification of phone and/or even his maxis account. I.e, a person who is able to login to his Maxis account cannot be verified over a letter which can be easily be falsified.

Maxis have other forms of identification done over the phone while promoting services, but not other forms of identification when a senior citizen walks into a branch asking for help.

You need to fix the process of personal identification.

This issue took place since few months ago, such a vast disappointment for me as a customer using Maxis Services but at the same time dealing with scam and fake unnecessary payment, I had enough with this unknown extra charge for SOS services.

My Sim card scam too much money from SOS services within my number, this is irrelevant! I don't stand with any fraud. Please define this issue due to your customer services immediately!

Hi,
I received a call from your agent/staff today at 220pm to promote your product. For your information, I have never given any authorization to maxis to call my mobile number. Clearly, this is against PDPA 2010.

I demand your company to take appropriate action within 3 days. Failure to do so I will take legal action based on PDPA 2010

Thank You

I subscribe to the 30Mps HomeFibre package. I am generall satified as I get speeds of 25-28Mps most of the time using both ookla and TM speed testers. However towards 5pm the speed drops to below 10 Mps and this has been the case for the last 4-5 days. I will not tolerate this any longer as you are obliged under our contract to provide the speed I pay for all the time.
I give you a week to rectify this situation failing which I will consider you being in default of our contractual agreement and shall proceed to discontinue using Maxis Home Fibre and you shall not impose any of the penalties because I have not subscribed for the 24 months.

Thomas Cheryan
19th October 2019

cc: MCMC

Can you guys fix the data or signal problem properly? It's been a month the line [censored] like this. I bought the data plan in return of poor signal? I complaint before by sending email but get a call to ask me call the number next time if I face any issue...Excuse me? Do you fix the issue I face? No... it's still the same [censored] line until today. The other telco I used got bad signal before but unlike you, maxis data is totally cannot use at all. Such a bad month! Please fix it ASAP. Thank you!

I am a postpaid user based in Menara Hong Leong and the purported 4G connectivity is non-existent in the said building. The phone constantly shows a H+ connection and when I complained to your customer service, all I got was a "can't help you" answer. What [censored] service is this?!

Menara Hong Leong is not located in a remote secluded part of Malaysia. It is in a goddamn city! There is absolutely no reason for there not to be 4G connectivity and more so, for your untrained and useless customer service personnel to give an answer which serves no purpose. There is no effort on your part to even investigate and SOLVE the problem.

Terrible company, terrible customer service!

I am very disappointed with the shabby treatment that I received today( 16 Oct. 2019) when I was at the aforesaid MAXIS center. My visit there was to sign up for a new contract for MaxisONE Home fibre. Everything was going on very smoothly with the consultant handling my application taking pains to explain to me the terms of the new contract- which I very much appreciate and am thankful for. However, as we were in this process, the consultant handling my application was told that he and I should move to another table to make way for some VIP. who needed his/ her application to be attended to.

This, in my view is simply not the way that customer care should be done. Every customer, irrespective of whether s/he is a holder of an honorific title should be treated equally. This treatment meted to me does not speak well, particularly for a company of high repute like MAXIS. I have stayed over 20 years in Switzerland, and never once- never, have I been treated so shabbily at any office, be it at the Swisscom, or at the Swiss postal services or at any other place. If indeed the person was a VIP, - and was so important that merited any special treatment, s/he should have been attended to separately and by some other consultant- without having interrupted or asked me to move to another terminal to complete the process, ie the consultant explaining the terms of the contract and obtaining my signature. TheRef number of my application is: RF 8283168. Approximate time of this incident:16.13 hrs.

Hi team,

It was really frustrating last 2 days because of maxis.

I lost my mobile on wednesday, oct 09, I immediately called customer care to block my number. Next morning oct 10 I went to midvalley maxis store to get replacement sim for my number ([protected]) and it is not active yet even after 2 days.

I visited maxis midvalley store 3 times, spoke to customer service 5 times, chat support 4 times. Everyone gives different response and it is not active yet.

I badly need my mobile number to retrieve passwords, do bank transactions but it is not active yet.

It is really frustrating I dont know what else I need to do to get my number back.

I believe atleast you guys help.

With all hopes

Regards
Rajeshbabu

I'm using postpaid 98 plan. 20Gb weekday 10gb weekend. My plan renews every 7th of the month. As usual it renewed this month on 7th October. On the 7th October, my data was 20gb as of 1pm I was not feeling well so I took a long nap. When I woke up, I use facebook and Instagram as usual and it is not as fast as it should. I checked my app and it showed 0mb. How is that possible? It just renewed and I did not use much that day because I was not feeling well and now it is 0mb. I called maxis and they said network is down as of 7th october. I waited a day. Called customer service on the next day (Monday) . They said they have submitted my case and will get back to me in 3 days time. Today as of 10th october they called me back saying it is true that I used the data up. Well I said it is not true . How will I use up 20gb a day when I wasnt even using much that day because I was not feeling well. They finally asked me to refer to any nearest maxis centre. I went to klcc maxis centre and they said they cant do anything further about this and suggested me to call back hotlink 123. It's been 4 days without any data. I'm paying my bills right on time everytime and this is the service I get. Very disappointed with maxis. I thought your packages are expensive because your network is good . But now you're just so ignorant on your own network poor quality and blaming me instead for the disappearance of my 20gb.

The India Girl Very Bad Service...
When I ask if my sub line need to change to the other telco, need to do what..? The first time she answered me, I was not too understand.. Then I ask for 2nd time, but she tone up her voice volumes to me & Ask me Understand or Not!
How Can A CUSTOMER SERVICE STAFF Treat A Customer that Need to Ask for their HELP...!

I went to maxis centre at Aeon Seremban 2 to upgrade my fibre today at 3.05pm. I talked to your staff a malay girl wearing tudung. Her communication and services no welcoming me. After she finished key in my details I requested for payment receipt. She asked me to wait but no sign of her then I asked another staff. He went in the office and passed me the receipt. Bad services... It's a simple deal can't focus.

Attached is the of your staff that served me

Thank you

Poor internet connection in Jalan Hujan Gerimis 2 OUG, Kuchai Exchange and Cheras Trader Square. Numerous phone call complaint have been done but still no improvement. The solution given is ask to reset my network setting. Of the same are, other service provider like Digi are getting strong signal. Maybe i think Maxis have too many customer that slow down the speed and the infrastructure have not improve since. This poor connection have been happening for a year. Before that the service was was excellent. Maybe is time to have a switch if service not improve.

Appointment made on following day for installation fiber. But next day maxis technician told couldn't install cause TM technician not arrive, their miscommunication part which nothing to do with customer . Wasting one day in my life but thing never solve, call customer support in evening same day and they inform will get back to me.
But no update on following day, I've keep following call on everyday until the 7th day, they just given answer the relevant department will contact me. So nobody admit what they made and no solution . I've decide to cancel the registration via customer support email but they replied case referred in 14days will arrange installation . I've mentioned via replied, upon registration within 14days contact to install which I'm understanding. But my case was appointment already made, maxis did not get the job done yet irresponsible . Which we not satisfy with the quality, why need to spent double of my time and wait another 14 days? Please do it simple way, I've given time to wait and pay my interest on the product. I never broke the deal but maxis who can't stick to promise . I'm just request to cancel it since haven't install anything.

I would like to request for esim. I went to sunshine square maxis shop on 25aug19 and they askled me to go to queensbay mall qb maxis as they do not support. 26aug I went to qb and the guy did request esim for me. He was unable to complete as he said system down. However he could not answer when system can up. Later on that day, maxis called me that system up. I go to qb maxis again today 27aug. When I reached there, only 2 staffs. Both busy. When I ask, he ask me to wait. The desks n chairs which they used to serve customer were not there anymore. No queue number, no chairs to sit. A lot of customers stand around the area and no queue line. I am not sure how they kno who cone first. No proper system for customer to queue, not enough staffs... End up I left. Maxis nowadays has no system. Pls fix n improve.

Good evening. I'm Irene with maxis account number [protected]. I've chosen Maxis Fiber 30 Mbps in October 2018. Until now, I'm having very poor line service. Every time when I did maxis speed test, it will only showed 2-5 mbps. Every month I have to call your centre to fix the problem but unfortunely they were unable to fix it. I'm paying monthly for nothing. When I asked to terminate the service, your side asked me to pay penalty charge RM 500 for the useless service. I'm tired of calling and so called trying to solve the troubleshooting. I've made a complain to the 'Suruhanjaya Komunikasi & Multimedia)and waiting for their reply. Please advice for the above matter. Hope to solve this problem as soon as possible. Thank you

My Name is Erman Muzahar. Using this Maxis no [protected] more than 10 years. Now i want to switch to Celcom. So, when Celcom request to swap account Maxis keep on reject the request. The reason that Maxis give is the number that i using is inactive? How come the account is inactive but i still can use the line? I don't have any problem with the billing. Why keep on reject Celcom request? Please take note on this complaint Maxis.

Hello, im here to complain about bad network coverage at a certain location at Kampung Bahagia Bukit Lagong 47000. About a month this situation is been on going. Previously there would be a strong 3G internet connection. But for a month there have been no network coverage at all. i hope this problem can be solved quickly. this makes the communication really hard.

Having cancel my mobile abonnee on 05.06.19 and after promise of immediat refund as we left the country, until today no refund has been done, neither any reply from your side to have this money back, i dont understand your policy, despite the many mobile calls, they always guarantee this would happen in the shorstest period, but all e mails, calls remains silence

I changed from postpaid to prepaid, but after 2 days of waiting, i got notification request completed BUT my phone says NO SERVICE. Now it has been 12 hours, 2 live chats, 3 phone calls and a visit to Maxis KLCC no update! Ridiculous! I dont know why I stick with Maxis for so long!
The customer service keeps apologizing but i actually need resolve instead of escalation of my problem and no one is actually working to solve it. Embarrassing Maxis!