I downgraded my RM 66 Streamyx package on December 12, 2006 to the RM 44, 60 hours limited usage package. After slightly more than a year I have re-upgraded to the RM 66 package on December 17, 2007 because I kept getting charged additional usage fees. I feel that the RM 44 package is an unjust service because:

  1. The service provider does not notify the client/ customer when the limit of 60 hours is approaching. This alone makes it next to impossible to meter the internet usage, especially in a household where there are multiple users.
  2. I feel that it is the service providers responsibility to inform the client/ customer of the approaching limit, just as how the Telco companies do. This is only fair since the charges beyond the 60 hours limit are considerably higher than normal. If you feel justified in charging such high rates beyond the limit, it should only be fair to offer the equal amount in rebates for the balance remaining of the 60 hour when the limit is not reached.
  3. Since the client/ customer has agreed to only 60 hours of usage, it is the ISP’s responsibility to bar/ hold the further usage of the account unless authorized by the client/ customer as the credit card companies or telco’s do. This would eliminate the risk of usage theft or unauthorized use of that account.

Based on the above, I feel that your RM 44 package is very misleading to the public. It can incur very high monthly internet bills when the limit is breached to the lower income groups and students, who i assume are the majority subscribers to this package. I feel that this particular package takes advantage of the client/ customer because the ISP does not notify the client/ customer when the limit is approaching hence forcing the client/ customer to be cautious in usage and not utilise all of the 60 hours and still pay for the full 60 hours. Otherwise, the client/ customer who exceeds the limit will incur a hefty additional usage fee.

To this date I have incurred an amount of RM 480.60 in additional usage fees. Some of it has already been deducted from my auto debit payment. I intend to maintain my subscription to the RM 66 package, only if the remaining of my additional usage fees is waived and the additional usage fees that i have already paid (236.14 on January 6, 2007), refunded.

Adrian Indran