Bad service from uMobile

I am currently giving uMobile wireless broadband a try, and I was quite disappointed with the overall service and package. uMobile is not officially launched yet, and they are giving some special promotions.

You can read the FAQ for the mobile wireless (HSDPA) service here. The gist of it:

• RM 78 per month
• "Unlimited" internet access, but capped at 5 Gbps
• Contract for 24 months
• ZT MF622 modem included
• Only data service, no voice/video

Coverage
The coverage in the Klang Valley is not too bad. I only tested it out in areas where I frequently haunt:

Seri Kembangan - no connectivity at McDonalds Seri Kembangan
Sri Serdang (UPM) - decent connectivity
Cyberjaya - none at all after the Putrjaya LDP toll
Klang - Connecction is OK at Teluk Gadung & Pandamaran
Subang Jaya - Connection is OK
Shah Alam - Connection is OK
Kota Kemuning - Connection is OK


I have not really explored the other areas, but I believe the coverage map should be pretty accurate.


Reliability
Reliability is of utmost importance, because I plan to use this service for work purposes. I do not mind if the speed is slow, as long as I can be reliable connected to my office's Virtual Private Network.

Unfortunately, reliability for uMobile falls short. For web browsing, etc it works fine, but if you need to be constantly connected with some minimum upstream/downstream bandwidth, uMobile's service simply cannot sustain it. I got disconnected from office a number of times within 2 hours. Note that this is not limited to only 1 location, but applies to all locations.

However, if what you need is just simple web access, or if your corporate web application does not require constant connection, then it is bearable.

Platform
Platform support is very important, specifically Linux support. This is because I work with Linux all the time, and even my laptop has Linux on it. I only use Windows when I really need to, because it does not give me the level of productivity that Linux allows.

Unfortunately, the ZTE MF622 modem does not come with Linux support. There is only an installer for Windows and MacOS. To make matters worse, the device uses "dual function" USB; it is first mounted as a storage device, and later turn into a wireless connectivity device.

While there are a few proposed solutions ufsoft, lowyat.net and my question here they do not work for me.

So its a no-go if you are using anything other than Windows and MacOS. What a shame.



Speed
Speed is a big disappointment. I have only achieved maximum download speed of 6 Kbps. The uMobile application shows the speed in kbps (kilobit) instead of KBps (kilobyte). Even then, I do not think it is accurate. Perhaps there is too much of "burst" activity.

That said, I sometimes need to download documents, my important files and occasionally install Skype and other connectivity software, and the slow download speed simply makes life impossible for me.


Service

This is the worst among all! If they do not buck up, I do not see how they can gain much market share from Maxis, DiGi and Celcom.

I signed up for the package at PC Fair last Sunday evening and was told that the line will be activated within 24 hours. Fine, I thought why don't I give it a test the next morning, and drove to Damansara Heights. No connectivity. Made a phone call to the service center, and was told that my subscriber information is not in the database yet. Now that is a real surprise.

Maybe I should try on Tuesday morning, when it is definitely more than 24 hours. It was still not working by Tuesday morning :( So I gave them a call and the conversation went this way:

Hanxue: Can I know why I cannot get connected to the Internet yet?

Customer Service Agent (CSA) : Hang on, let me check. I am sorry sir, your line is not activated yet.

Hanxue: What?? But I paid for the service on Sunday, and was told it will be activated by Monday.

CSA: I am sorry sir, but I am afraid you have to wait.

Hanxue: Fine. When can I get it activated? Can you please give me a call when it is activated?

CSA: You just have to keep trying, sir. I am sorry sir, our policy says we will not call to get activated.

Hanxue: But how in the world can I know it is activated? I cannot go around driving in the Klang Valley and hope it is working already.

CSA: All right, I will ask someone to call you.


Nobody called me. I did not bother to wait, and only gave it a try on early Thursday morning (Wednesday midnight) and it was working by then.



There is another drama when I wanted to return the set. I had to go all the way to their Service Center at Berjaya Times Square. Not a place to go on a Saturday evening especially if you are rushing to go to a concert.

Anyway, I brought the whole package to them. There is a long form that I had to fill in, even when they already have my details! Also, I was made to wait for a long time.

Finally, the agent was filling in another paper form (tell me about it, a company offering wireless broadband access uses so many paper forms) and told me to hand in my Identity Card. So happened I left my wallet in the car. She refused to process it further, even though I suggested to terminate the account, and hold on to my RM 50 until I produce my Identity Card at a later date.

The supervisor came and spoke to us, and said there is no way to proceed. I traveled all the way from Klang to Kuala Lumpur, and they have an option to keep my deposit but at least get back their hardware. Yet they refuse.


If you are looking for a wireless broadband service in Malaysia, forget uMobile. They will disappoint you.


Reminds me of the other products / services by Berjaya Group, such as the Berjaya Hotel in Times Square. Looks beautiful on the outside, but once you look at the details and experience the service, you will regret going for it.