My experience with M1 Fiber Broadband support
It's Sunday and I had a lousy end of week dealing with hopeless tech support from M1 (Singapore).
It started on last Friday 4 Jan, when at about 5pm the internet connection suddenly went off, I called M1 (1627) and spoke to a support person, after being told to reset the router and ONT (modem for Fiber). The connection was up and working again. I happily went on and started to work on my project that I got interrupted for.
A few minutes later, the connection went down again. This time, when I called in to M1, the support staff did the usual "reset" routines and could not fix the problem. The issue was immediately blamed on the router fault.
To add to the grief, M1 told me that the router that needed to be replaced is out of stock. Earliest availability to be notified to me on Monday, plus I have to take the "faulty" router back to their exchange center and get a new one when it's available. What horrendous customer service!
I was appalled by the experience and not having time to deal with this on a Monday workday, I have told M1 to cancel my account. I need to go with a more customer centric service provider. It's Sunday now, M1 has promised to call me back as they told me no managers were around on Saturday, there will be managers on Sunday.. No calls yet..
Stay tuned on progress...
I got a call from M1 service supervisor, Bernard, very pleasant and I sense his genuine interest to help me resolve my problems. Explained that I depend on the internet for work and this is causing lots of pain. He provided me with a couple options, though, the message is still "faulty router". I told him that the problem could be more a "backend" issue and he said he will elevate the problem for a tech guy to review.
A few minutes later (impressive), Oliver (a pinoy sounding gentleman) called and tried to get more info on my issue. We went though the review of the lights that are on the ONT and router. It was also at this time that I realized that you could actually request for M1 to "release" the ONT restrictions on just the HuaWei router. But this will actually disable the VOIP feature. I needed the VOIP number so that option is scrapped.. but could be useful information for others that don't need VOIP. I personally feel its much better to use your own router.
I am still awaiting more tests that Oliver promised to do on the ONT side of things with both OpenNet and Nucleus Connect. Will update once I get further info..
Another update (9pm Sunday)
Finally got another fateful call from Oliver, confirming the problem to be router. So we will have to wait until the router is available before knowing the true facts of the matter. I still have doubts with the Nucleus Connect device.
M1 have provided a temporary mobile broadband device 2mb plan to tide me over this internet-less period.
Will continue to update after the new router arrives.
Was busy all day and don't have bandwidth to manage this, but till now not a word from M1 regarding replacement router..
M1 notified me that they will let me know about the status of the router on thursday in the meantime they have agreed to upgrade mobile broadband line to a 4 megabyte line