Telecommunications companies billing flaws, bandwidth and other problems
What is wrong with the ISP internet billing system?
I am utterly disappointed with Digi as they have accused me of not making payment and are threatening to close my mom's account and my account. I have tried to make payment on the Digi App but failed. Please view the video on Digi Billing or below.
No such Digi Bill on Digi App
Furthermore, Digi Telecommunications Sdn. Bhd. owes my mom about RM80 but have refused to refund the money to her.
They, Digi Support Staff, have insisted that there is RM33.34/- to be paid but I have paid everything that was shown on my Digi App and as of today after many complaints to the support staff they have not relented and insist that my mom, owes them RM33.34/-.
I have explained to them that there is no such bill on my Digi App and asked them why they have not put this bill on my Digi App but no one has replied to my queries.
Please see YouTube video, above, of my Digi App display showing the bill is RM0.00 and there is nothing to be paid. There is something seriously wrong with Digi system. The whole system is flawed.
No refund of RM80 after paying for non existent plan
Furthermore, a few years ago my mom applied for a prepaid scheme which turned out to be a scam by Digi in SS2, Petaling Jaya. She was charged about RM80/- and given a new SIM card. Unfortunately, they could not get it working and so they asked my mom to go home and wait until the next day and try to activate the card. It could not be activated. So, we took the card back to Digi in SS2, Petaling Jaya and they told us that the scheme / promotion was terminated the day before we came to the shop to get a new card and that was why it could not be activated. When we asked for a refund of the RM80 they would not refund the money. That was wicked of them. My mom is an 85 year old pensioner and my dad was a government doctor who retired in the 1980's so you would know that government salaries were very low compared to the private sector. How could they do this to an old lady? Until today they won't return her money.
I have even asked them to transfer the RM80 owed by Digi into my mom's account but they kept silent on the issue and insist that the RM33.34 be paid or else they will terminate the line. I know this because one of the support girls called me and told me that my mom's line is terminated and I asked her how that could be. When she could not give me a proper reply about the charges I scolded her for lying to me and my mom. She wanted me to go to the Digi shop and sort it out there but I told her that there is a Covid-19 lockdown so I cannot go there. I noticed that the staff there are very scared of covid-19 so it is useless going there too.
---------- Forwarded message --------- From: Dr. Peter Achutha
Date: Wed, Dec 23, 2020 at 9:28 AM
Subject: Re: 5th REMINDER: Overdue Broadband Bill
To: Collections (Digi-Central)
Why do you cheat me so much? Is this another scam you are playing on your customers? Please look at the attached photo of my Digi App display that there is no bill to be paid.
-----------------------------------------------------------
On Wed, Dec 23, 2020 at 3:02 AM wrote:
Account Number: 1100060708819
Total overdue: RM33.34
Please be advised that your broadband service has been temporarily barred due to non-payment past due date.
Please ensure immediate payment is made for reconnection of your broadband services,failling which further collection action will be taken including suspend of broadband service.
Convenient payment options:
. MyDigi
. Digi Stores
. Digi Specialised Stores
. Online banking with all major banks
. Online banking via "JomPay" with all major banks
We look forward to serve you soon.
Thank you.
-----------------------------------------------------------
from: COLLECTIONS@digi.com.my
to: pxxxxxxxxxxxxxxx
date: Dec 31, 2020, 3:05 AM
subject: RE: FINAL REMINDER: Overdue Broadband Bill
security: digi.com.my did not encrypt this message Learn more
: Important mainly because it was sent directly to you.
Account Number: 1100060708819
Total overdue: RM33.34
Please be advised that your broadband service has been suspended for non-payment past the due date.
We strongly urge you to make immediate payment to reconnect your broadband service. Otherwise, other Collection methods will take effect including termination of your mobile service.
In addition, we also reserve the right to render your device ineffective if you had purchased a device bundle plan. The IMEI number of your device will be blocked provided the device is still within the minimum period.
Convenient payment options:
. MyDigi
. Digi Stores
. Digi Specialised Stores
. Online banking with all major banks
. Online banking via "JomPay" with all major banks
Wow, they dare to threaten me to terminate my mobile phone line too when they have not refunded my mom's RM80. Is this legal? Something is seriously wrong in Digi.
What is going on with Digi? In the early days they were the best telecom company. The lines were secure and they support staff very helpful. Today they are behaving like a bunch of jerks who want to punish their customers. Has Digi become a rotten service?
You would not believe the amount of fraud going on just within the telecommunications industry. The lying, the cheating, the fraud, the scams, it's unbelievable.
Scams and fraud is common place in Malaysia
My mom went to the shop a few days ago to buy some rice and the shop owner told her it was RM2.70 while the owner was writing out the bill. When my mom returned home, she saw that the shop owner had written RM3.80 for the price of the rice and had charged her RM3.80 instead of RM2.70. Look at the fruits and vegetables in the supermarkets. They are wrapped up in a lot of plastic wrap. Most of the time it is to hide the rotting vegetables and fruits underneath. Now we do not buy anything that is wrapped up in a lot of plastic.
Honesty, I have heard of so many spoken lies, over the phone, by sales staff in Malaysia that I do not answer any of their calls. I ask them to write it out in an email. Even on the Internet there is so much fraud. I can tell you many stories of such cases of fraud. There was a Malay lady calling my mom about a Hong Leong bank loan and another who called her about the fine at the court and that as she was acting as the registrar to send her the money to stop the court summons. There was another who claimed he was from Public Bank and demanded payment for a loan. At that moment I accidently gave him my IC number and then realised it was too late. When I called him back an Indian lady answered and that was when I suspected that it was a scam as the bank would have my IC number. So I went to the police station to make the police report and the police told me not to. After I insisted as I had given the scammer my IC number they then allowed me. A few months later the police caught a Malay guy who 'earned' RM70,000,000/- by operating such scams. None of us have Public Bank or Hong Leong Bank accounts nor any pending court cases.
Honestly, I can tell you many such stories that occur in everyday life in Malaysia all because of greed for more money and to show their bosses how much revenue they have generated. Malaysia is becoming one of the worst countries in the world when it comes to fraud and cheating. Digi is not the only telecommunications company padding up their coffers.
Flaws and defects Huawei and TP-Link modems
I found flaws and defects in the Huawei and TP-Link modems and wrote about it on my YouTube channel. The links are:-
1. Cheap bad portable modem Huawei E5577 & tp-link M7350 | connection problem with Windows 10. at Huawei E5577 & tp-link M7350 or below.
Huawei batteries swell and could explode while you are using it. The TP-Link modem does not work with Windows 10 and can disconnect every so often while you are watching YouTube videos.
No one is collecting lithium ion batteries and they end up in landfills. No one is collecting old modems, not even the telecommunications companies that sold them and these old modems end up in landfills. The video shows testing of the battery charging with a 3.8V supply instead of the USB 5V supply. It shows the conceptual circuit design to protect the battery and equipment from over charging in order to protect your face from explosions. Of course if there is poor quality manufacturing or manufacturing defects in the lithium batteries nobody can help you.
3. Huawei portable modems not for business operations or home use because of lithium ion battery swell or view the video below.
Cheap batteries and modems can have dangerous defects. Faulty connection of modems when more then one PC is connected.
Why is there no name of the owner of the account and the start date to end date of the billed amount on the SMS's sent? Whose bill are they sending to me to make payment for?
Summary of the above YouTube videos
I have provided an alternative charging protection circuit for Lithium Ion batteries in the video and hope this will help Digi sort out their product quality. I am saving Digi millions of dollars in quality control and damaged batteries, right? I found that the TP-Link modem does not work with Windows 10 and the Huawei modem battery swells and could explode while in operation. I regret getting the TP-Link modem and wonder if they will refund me the money paid for it? I am testing another Huawei modem battery which I bought from Lazada.com.my but this may take a year or more to verify whether a lower voltage operation will prevent the battery from swelling and exploding. I have provide a charging protection circuit that could be incorporated into modems, cameras, electronic gadgets, computers . . . etc.
I have provided lots of free technological information here for the benefit of millions of people and Digi Customer Support cannot see that? Ask them how much this knowledge is worth by determining potential compesation payouts and other analysis.
Why doesn't Digi allow us to choose our own modems on the free market? In fact for now, if the batteries explode, it would be Digi that is responsible for exploding modems. This is because they did not give us a choice to use better quality modems and batteries.
When will my mom get her refund of RM80?
Please help me and my mom before they terminate our lines as then all communications with the outside world will stop and I cannot respond to your inquiries on this issue and please help her get the refund of RM80/-.
Has Digi changed their broadband accounting algorithim?
Last November I had no problems with watching YouTube videos and accessing the internet. Unfortunately, in December 2020 by the 16th or 17th December I had run out of bandwidth. There is something wrong with the bandwidth accounting as they wanted me to purchase more bandwidth.
What is wrong with these people? I wasn't watching extra videos, more then usual. So, I called up customer support and they told me that I had exceeded the bandwidth for internet access?
What?
My plan has 30GB for internet access and 20GB for streaming like videos from YouTube. They told me that I had exceed the internet access of 30GB and had 19GB left for streaming. In November I did about the same amount internet access and watched about the same amount of video on YouTube. But this time, after mid-December, I could not even log into YouTube to watch anymore videos. You need to log in to make comments on videos you watched. Something is wrong right? You cannot log into YouTube and watch YouTube videos even though there is plenty of streaming bandwidth - funny, right?
Don't you think that their algorithm has gone wrong? Its modified so that no one can watch anymore videos over the internet. I checked with Vimeo, metcafe, dailymotion, Veoh and many other video streaming sites and I could not watch them.
What happened to the broadband streaming? I still had 19GB for streaming left but it could not be used because someone had shifted my streaming accounting into the internet access account. So now when I watch vimeo videos they are considered internet access and not streaming. What are they doing? I can't log into YouTube to watch videos.
In the end I had to use my mobile phone as a hotspot to get internet access. Disgusting isn't it. Don't you think this is false billing?
Broadband does not include streaming?
Who came out with this idea of saying 30GB is for internet access and 20GB is for live streaming? It's a lot of false advertising because I attend church every Sunday through Zoom. I am using Full HD (1080p) and not HD (720p). I notice I can use between 0.5GB to 2GB every Sunday. Did you know Zoom meeting are recorded as 'internet access' and not 'streaming'. Really nobody can now use the live streaming part of the bandwidth as everything now appears to be classified as internet access.
Can they control how we use the internet?
What is wrong with our telecommunications companies. If you went to the petrol station to fill up your car petrol tank with $50 of petrol would the petrol company tell you that $30 is for local town travel and $20 is for outstation travel? Can they do that? If you don't use the $20 petrol for outstation travel you forfeit it. Can they tell you that? Can the petrol companies tell you that from Monday to Fridays you must only travel in your local town and on weekends you must go overseas to use up your petrol quota? Can they do that? It is ridiculous, right? You paid for the petrol so it is up to you to decide how you use up the petrol and where and when you drive, right? So why are the telecommunications companies trying to tell us how to use our paid for bandwidth? The more freedom we have to drive the more we will drive. This results in more petrol being consumed and more purchased from the petroleum companies, right? So why are the telecommunications companies telling us how to use our paid for bandwidth? The more we use up the bandwidth the more these companies will earn. Give us the freedom to use our bandwidth the way we want to.
Why was my broadband stopped when I had only used about 31GB after paying for 50GB? They created additional difficulties and more financial burdens when I had to use my mobile hotspot to access the internet when the broadband account was suspended. Why did Digi change how I consumed the allocated bandwidth? Please set me free to use the bandwidth as I feel fit.
Digi Support temper tantrums?
By the way why did Digi support send me another threatening email? See their email below: -
-------------- Email sent to me -------------------
from: COLLECTIONS@digi.com.my
to: pexxxxxxxxxxxxxxxxxx
date: Jan 10, 2021, 3:23 AM
subject: RE: FINAL REMINDER: Overdue Broadband Bill
mailed-by: digi.com.my
security: Standard encryption (TLS) Learn more
: Important mainly because it was sent directly to you.
Account Number: 1100060708819
Total overdue: RM33.34
Please be advised that your broadband service has been suspended for non-payment past the due date.
We strongly urge you to make immediate payment to reconnect your broadband service. Otherwise, other Collection methods will take effect including termination of your mobile service.
In addition, we also reserve the right to render your device ineffective if you had purchased a device bundle plan. The IMEI number of your device will be blocked provided the device is still within the minimum period.
Convenient payment options:
. MyDigi
. Digi Stores
. Digi Specialised Stores
. Online banking with all major banks
* Online banking via ""JomPay"" with all major banks
We look forward to serve you soon.
Thank you.
IMPORTANT:
This e-mail (including any attachment hereto) is intended solely for the addressee and is confidential and privileged.
If you are not an intended recipient or you have received this email in error, you are to immediately notify the sender by a reply email and to delete the transmission including all attachment. In such instances you are further prohibited from reproducing, disclosing, distributing or taking any action in reliance on it. Please be cautioned that DIGI TELECOMMUNICATIONS SDN BHD will not be responsible for any viruses or other interfering or damaging elements which may be contained in this e-mail (including any attachments hereto).
---------------------- End of Email ---------------
If you buy oranges in the supermarket and when find out they are rotten you can get your money back or replace it with apples, right? Let us know who is the owner of the account that we are paying for. Give us a breakdown of the bill. How much is for broadband used, how much is for mobile use, how much is for local calls and how much is for overseas calls & roaming charges, how much is for SMS usage, . . . etc so we know our monthly usage. This will make it more difficult for scammers. A lot of internet access such as Zoom, OBS, Vimeo, Metcafe, ... is not classified as streaming.
Is it legal to cut my mobile line when I have paid all the bills? Is it legal to cut my mom's broadband line when she has paid all the bills? I really do not know who's account they want me to pay for? Is it the Prime Minister's account? Can't he afford to pay his own bills? Why is it that the Digi App does not show this 'so called' outstanding bill? I have checked the Digi App for this RM33.34 but it is not there. Why is it Digi has not refunded my mom's RM80?
Is it legal to sell a non-existent product? Is it legal not to give a refund for a non-existent product?
Please refund my mom's RM80. Please refund the payment for the TP-Link modem and I will return it to Digi.
- Dr. Peter Achutha, 11th January 2021
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