Letter to the editor
I’M FED up with Unifi.
I’m writing this with the hope that the Telekom Malaysia Bhd-owned Wi-Fi provider Unifi will take note and make effort to improve its maintenance service.
At noon on April 16, I experienced Wi-Fi disruption. So I made a report to Unifi whereby I was told thst a technician would attend to it the next day (ie April 17).
Till then, I had to do with no W-iFi for the whole day and night.
On the morning of April 17, the technician assigned to my case called to say he had checked the contact point outside my house and found that it was faulty and needed to be changed.
He couldn’t promise if it could be done by that same day. Later, I received an SMS from Unifi telling me that the issue should be resolved the next day (ie April 18)!
That meant that I’d have to go through another day and night without Wi-Fi. Did it need such a long time to fix the problem?
On April 18, I received an SMS from Unifi saying: “Great news! The restoration of your Unifi service is now complete. Please restart your device if you are not reconnected.”
I did as was instructed but to my utter despair, there was still no reconnection!
I called Unifi to tell them that but the recorded voice told me to try the easy fix on its app. I tried that but failed. In Unifi’s records, my case was already closed.
They were satisfied that my problem had been resolved.
I proceeded to call the technician assigned to my case a few times but he didn’t answer. It occurred to me that he should have come to my house after the so-called restoration to check if I could reconnect successfully but he hadn’t.
I thought it was remiss of him not to do that. And even more remiss not to answer my calls.
It became clear to me that I cannot depend on Unifi to solve my problem. I’ll have to find another way to get back my Wi-Fi connection.
It also clearly shows how bad Unifi is in providing maintenance service. – April 21, 2025
Kee Thuan Chye
Petaling Jaya
(Editor’s Note: Kee Thuan Chye is also the author of “Ask for No Bullshit, Get Some More!” (sequel to “No More Bullshit, Please, We’re All Malaysians”).
The views expressed are solely of the author and do not necessarily reflect those of Focus Malaysia.
