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Our updated General Terms & Conditions of Services is effective from 20 December 2020. Refer to

Our updated GTC, effective from 20 December 2020, Refer

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Maxis committed to maintain network quality despite unprecedented circumstances

  • Surge in network traffic driven predominantly by Internet browsing, video streaming, instant messaging and collaboration tools
  • Reaffirms commitment to lifestyle and business customer experience with accelerated capacity upgrade for both fixed and mobile network
  • Dedicated 24x7 network command centre monitoring traffic closely and technicians working round the clock to keep fixed and mobile networks running healthily

Persevering amid times of adversity, the nation has resumed life and work predominantly in the digital world, from home, propelling the demands for connectivity to new heights. Reaffirming its commitment to create a safer and connected Malaysia, Maxis continues with its efforts to ensure that the connectivity lifeline remains uninterrupted as much as possible and to provide even more support for all employees, consumers and businesses during the Movement Control Order (MCO).

Data consumption is at unprecedented rates at the moment. Maxis has observed that home fibre traffic and daily mobile data volume have increased significantly since the start of the MCO on 18 March, with volume on mobile still continuing to grow. There has also been a marked increase in voice call traffic on the first day of the MCO, although it had since normalised to normal trends prior to the MCO.

“Under these unprecedented circumstances, it is absolutely vital that our customers continue to get a good Internet experience for their daily needs. Our dedicated network technicians are monitoring traffic closely and working round the clock to keep our fixed and mobile networks running healthily. Investments to strengthen network performance remain a key priority, and we have added sizeable capacity from our fibre partner and the international Internet gateway. Our network BCP architecture is well positioned to help navigate the challenging demands,” said Morten Bangsgaard, Maxis’ Chief Technology and Information Officer.

Meanwhile, Internet browsing, video streaming, instant messaging and collaboration tools accounted for a bulk of the increase in data traffic, with mobile devices mostly used for browsing activities, while an increase in data volume for streaming related apps for Home Internet were observed. YouTube app usage, for example, has generated one of the highest data volumes for Maxis, having increased by a few thousand TeraBytes (1 TB = 1,024GB), while Instant Messaging and Voice over IP (VoIP) have seen an approximately 50% increase in data volume, along with collaboration tools such as Microsoft Teams, Skype and Google Hangouts, which is driven by working and studying from home. Since the beginning of the MCO, Maxis has also had an average of 1,500 Teams meetings on a daily basis.

Some customers may not have the optimum Internet experience on some occasional evenings. In mitigating this and to ensure a better customer experience, Maxis is increasing its sites upgrade production by 100% and expediting the capacity rollout in meeting the growing demands. Continuous network optimisation to complement the network rollout ensures that customers will enjoy a quality experience especially for commonly used applications.

“While we are humbled by the recognition given to us in the recently released Network Performance Report 2019 by Malaysian Communications and Multimedia Commission (MCMC), we want to keep improving to ensure that our network performs at an optimum level and meets the needs of our customers who depend on us. We have about 800 of our own people out in the field serving customers in our stores and field technicians keeping the network up and running, and we are grateful to them for their dedication. We encourage all members of the public to continue to stay home and stay connected,” added Morten.

MCMC’s Network Performance Report 2019 measures the performance of mobile and fixed broadband access service and voice services based on the Mandatory Standards for Quality of Service (MSQoS). Maxis has maintained its position as the leader amongst all service providers by excelling in all criteria for four consecutive years.

As telecommunications are an essential service to the public, Maxis has been working closely with MCMC to provide assistance and support in ensuring that its fixed and mobile networks remain uninterrupted and healthy, and that its network performance is enhanced around critical locations like clinics and hospitals.

Maxis had earlier rolled out several initiatives to ease the burden of its customers during the MCO period, including free data for prepaid and postpaid customers, as well as free subscriptions on important business collaboration tools for enterprises. It also removed all data charges for visits to selected websites for the latest updates and developments, while all calls to important agencies including Crisis Preparedness Response Centre and State Health Departments will also be free of charge throughout the MCO period.

To find out more about these initiatives and incentives, customers can visit www.maxis.com.my/stayhomestayconnected, www.hotlink.com.my  or call 123 from their mobile or 1 800 82 1123 from their fixed line.

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