Balasubramaniam sent a message to Chua Sock Koong that said:
Dear Ms Chua,
I am writing to you because I have lost patience with your organisation. I could have taken this up in the social media but thought better to deal with the organisation and not to polarise the issue.
On the 2nd Nov 2015, I made a request to relocate by MO TV. A Ms Amanda handled my request. She fixed an appointment on the 10 Nov 2015 for the Optical team to do a survey and on the 16 Nov 2015 for the technical team to do the installation. I explicitly told Ms Amanda that I am renting a room and there is no prior cabling. She advised me that for the first 35 meters cabling will be free and for subsequent distance I need to pay. I was agreeable.
On the 16 Nov the technician arrived and upon site inspection told me that there is no cable and that I had to wait for the next day for another technician to do the cabling. He merely fixed the ONT to the Optical box and left.
On the 17 Nov another technician arrived, cabled, set up the modem and all was well except my phone line was not working. He told me that the new modem has no phone line feature and i have to call Singtel for my line.
I called Singtel and a Mr. Logen promised to look into it and offered to waiver this month MIO TV charges.
On the 18th Nov I discovered that my TV and Internet were not working. Only the Power light at the ONT was working but the PON and Lan was not lighted up. I called Singtel and Mr Laxmikanth attended. After trouble shooting he told me that there is no problem with the area network and probably my optical network cable is faulty or the cable box is faulty and arranged for a technician to come over.
On 21 Nov a technician came over, tested the optical box, the reading was OOOO. He told me that either the box was not working or the optical line was cut and that he would report it and left.
Each time I call Singtel I get the Simple finger pointing, we are technical department, the Optical Dept is responsible, we are mobile team the Technical team is responsible. They forget that while they may not be responsible, it is Singtel that is accountable.
I would like to know the following:
1. Why after 11 days Singtel is unable to do relocation? Is this the result of outsourcing its holistic responsibility to a host of service providers to do piece meal jobs?
2. Why did your technician come without cables when Ms Amanda was told that there are no cables and that I am renting a room?
3. Why the 2nd and 3rd technician did not test the optical box before connecting the Lan line?
4. Why does Singtelâs technician only perform a specific function and inconvenience subscribers by having to wait for another technician to do another function on another day?
5. What was the purpose of the Optical line survey carried out on 10th Nov when the optical box inside the house is found to be defective?
6. Does Singtel provide land lines? Why was my modem changed to another that does not have telephone features?
7. What is the status of my phone line?
8. Why Singtel does not provide after working hours technical support?
Ms Chua from the above you would have realised that I WAS MASSIVELY INCONVENIENCED, made to consume my leave which could have been utilised for a more useful purpose, denied the use of TV, denied entertainment, use of WIFI and home phone. All the above, cumulatively caused me much trauma and anguish.
I request Singtel weigh the negatives above and compensate substantially. I await your response.
Kind Regards
Bala
After note: On 18 Nov at 1200 an optimal team arrived and found that the optical line inside the trunking was cut. They have done a temporary connection. The proper connection and home line connection is still outstanding.
