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"If the ISPs here are arrogant, it's due to their enjoyment of a near monopoly. Until ISPs are made to work for business and provide excellent service to retain it, I do not think there will be much improvement in the current state of affairs."
-- a user who stopped keeping logs of frequent attempts to scan his PC, mostly via TMnet accounts, because reports of the abuse to the ISP went unheeded.
Unanimous vote for a permanent ban
TMnet's inability to communicate effectively was beginning to show. Why was it so difficult for the ISP to submit a proper proposal to have the ban lifted?
TMnet is the larger of the two ISPs with over 350,000 subscribers, compared to Jaring's estimated 200,000, and the former is backed and owned by the country's deep-pocketed and leading telco, Telekom Malaysia.
Moss said the lack of prompt correspondence had severely hampered any chance the ISP had of having its ban lifted.
What irked Undernet.org was that it was TMnet users rather than Jaring users that comprised the bulk of the abuse against its servers. "Our compiled logs for automatic global bans between January and August 15 this year was 11.8Mb for TMnet users versus 2.6Mb for Jaring users," said Moss.
When TMnet failed to adequately respond to Undernet.org's seemingly reasonable demands, Undernet administrators unanimously voted 20 to none, with three abstentions, to slap a permanent ban on the ISP's users from its network effective September 5.
On whether the door on TMnet users was now completely slammed shut, Moss said it was a moot point. "There was no firm commitment from TMnet on how it planned to tackle the abuse by its users. If TMnet had really wanted to discuss this situation and reach a resolution, one would think they would have gotten on the ball and provided administrative contacts who could have handled it," added Moss.
On the homefront, TMnet had also begun to draw fire from its own subscribers. A parallel indictment of TMnet's shoddy service was developing in the local media and newsgroups on the Internet.
A flurry of complaints was popping up, including the inability to gain access; line drops while online; late delivery of emails; sending of emails to wrong addresses; inability to change passwords; and continued billing after termination of accounts. Irate subscribers were disappointed at being given the run-around by support staff and the non-response to abuse and other complaints.
One user complained in local technology publication Computimes that he had stopped keeping logs of frequent attempts to scan his PC, mostly via TMnet accounts, because reports of the abuse to the ISP went unheeded.
"If the ISPs here are arrogant, it's due to their enjoyment of a near monopoly. Until ISPs are made to work for business and provide excellent service to retain it, I do not think there will be much improvement in the current state of affairs," said the user.
Malaysia has only the two ISPs, both with strong ties to government, while a third ISP is expected to commence service only in the last quarter.
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