Many Malaysians not receiving promised internet speeds - CFM

25 Sep 2020 / 17:25 H.

KUALA LUMPUR: The results of an online poll, conducted by the Communications and Multimedia Consumer Forum of Malaysia (CFM), showed many consumers were not satisfied with the quality of their internet speed, especially during the Movement Control Order (MCO).

Its chairman Datin Mohana Mohariff said the poll involved 209 respondents and of that number 132 respondents were not satisfied with the quality of their internet speed, as promised by their service providers.

It is clear that most of the respondents who have such problems are in the states of Selangor, Sarawak, Pahang, Kedah, Kelantan and Sabah.

“This census was conducted during the MCO as everyone was dependent on internet connectivity to work from home. This issue should not have happened because telcos (telecommunications companies) agreed to provide the service as promised to the customer.

“Respondents also complained about their indoor network coverage and had to go out to get a connection, and although complaints were reported, no improvements happened, including inaction by the telcos,“ she said in a statement here today.

Mohana said the CFM is currently in the process of strengthening the general consumer code of conduct (GCC) for the Communications and Multimedia Industry Malaysia in collaboration with the Malaysian Communications and Multimedia Commission (MCMC) to ensure consumer rights are protected.

She said among the matters to be streamlined in the GCC are the terms and conditions of the service contract, the provision of a summary of service information and consumers with special needs.

CFM recommends consumers to report complaints to their respective telcos by including detailed information on the problems encountered. If the problem is still not resolved, consumers can lodge a report to CFM through the integrated complaints portal with MCMC at

She said besides that, consumers can also try troubleshooting to help rectify their slow internet speed.

For this, refer to the CFM portal at

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