Connection Failure - Session Hang Product Category: Internet Service Id/ Card Id/ Streamyx Id: Select the Login ID Commercial Offer

: Select the Service Area: Technical Sub-Area: Technical Complaint Product Type: Streamyx Basic / Soho / TMnet 1515 Case Category: Support Installation Type: Leave it Blank Symptom Code: Session Hang Error Message: If Applicable Issue Subject: Connection Failure-Session Hang Problem Details Connection Failure – Session Hang Advice Inform customer that session is detected Delete the current session and advice customer to OFF Modem for 15 seconds and ON Modem Advice customer to try to reconnect Customer able to make connection to internet *Customer asked why always experiences this problem? Advised customer to change to manual connection and create new dialer Advised customer to login/logout properly from the internet If customer still using default password, advice to change to own desired password at https://tmbill.tm.net.my Outcome & Comments Customer acknowledge the advice/troubleshooting Preferred Language English/Malay BMS Status (System): Closed without BMS BMS Status (Port): Leave it Blank BMS Reset Status Leave it Blank Disposition Code: Session Hang Fault By: Unidentified Completion Comment: Based on customer’s issue / diagnosis

Account TOS Product Category: Not Applicable Service Id/ Card Id/ Streamyx Id: Leave it Blank Area: Inquiries - General Sub-Area: Account Information Problem Details Status Query-Account TOS Connection failure-Account TOS Advice Customer called to check account status / Customer claims connection down Check MCMB, Account TOS Inform customer that account is suspended due to non payment Advice customer pays at least 50% from total outstanding (Telephone and Streamyx) Consult call and transfer the call to billing department If call disconnected, kindly call 100 or 1-300-888-123 (mobile) and choose option number two for Billing Department (If the call needs to be transfer for further assistance from billing department) Outcome & Comments Customer acknowledges the advice given / Consult call and Transfer the call to Billing Agent<Agent's Name> Preferred Language Malay / English “Script before consult call to Billing” I'm going to transfer your call to billing department. In case if the call got disconnected, kingly call 100 or 1 300 888 123 (mobile) and choose option number 2 for billing department. Is there anything else I can help you with <customer name> Saya akan pindahkan panggilan ini ke bahagian bil. Jika talian ini terputus, sila dail 100 atau 1 300 888 123 (mobile) dan pilihan nombor 2 untuk bahagian bil. Ada apa-apa lagi yang boleh saya bantu <nama pelanggan>

Inquiry on Password (Login/Email) Product Category: Not Applicable Service Id/ Card Id/ Streamyx Id: Leave it Blank Area: Inquiries - General Sub-Area: Account Information Problem Details Inquiry on Password (Login/Email) Advice Customer called to enquiry on password (Login/Email) Test 3 times default password at session DB / Webmail Perform security verification before reveal the default password Get account details such as:1) Full name of the account holder: 2) NRIC/BR No of the account holder: 3) Billing address: Reveal the default password after security verification. Advice customer to change the password at https://tmbill.tm.net.my Outcome & Comments Customer acknowledges the advice given Preferred Language Malay / English

Reset Login Password Product Category: Internet Service Id/ Card Id/ Streamyx Id: Select the Login ID Commercial Offer: Streamyx Area: Account Maintenance Sub-Area: Reset Password Login Type: Select the service type Comments: Problem Details Reset Password Account Checked for previous case Ensure account and phone is active Check for outages (if any) Check session DB Check Login Format - username@streamyx Test customer password at SESSION DB *if password correct do security check: -Account number or login ID: -Full name of the account holder: -NRIC of the account holder: -Billing address: -Customer's contact number: Reveal customer password

Advice customer to change the password at https://tmbill.tm.net.my

*if password is not correct do security check: Consult call to ATT Reveal customer password “tmnet123” Ask customer to wait for 30 minutes
Advice customer to change the password at https://tmbill.tm.net.my

Outcome & Comments Verify all details and transfer the call to ATS agent: <Agent's Name> Preferred Language Malay / English

net.my Outcome & Comments Customer acknowledges the advice given Preferred Language Malay / English .my To downgrade mailbox size advice customer to visit nearest TM point Upgrade mailbox more than 35MB (50MB MAX) - Send email to help@tm. Subnet Mask and Default Gateway ** (Copy & paste the account status from the MCMB) ** Advice PPOA customer called in to get IP address.tm. Subnet Mask and Default Gateway Product Category: Not Applicable Service Id/ Card Id/ Streamyx Id: Leave it Blank Area: Inquiries . create TT.IP Statik Info Inquiry on IP address.com. Subnet Mask and Default Gateway CSR perform security verification before reveal the required info Get account details such as:1) Full name of the account holder: 2) BR No of the account holder: 3) Billing address: CSR reveal the information after security verification.must +1 from modem ip No Dial Tone_DEL Product Category: Telephony Service Id/ Card Id/ Streamyx Id: Select the Service Number Commercial Offer: Homeline Area: Trouble Ticket Sub-Area: Trouble Report Service Effecting: Out of Service Diagnosis: Local_Loop Symptom Code: No Dial Tone Issue Subject: No Dial Tone Problem Details No Dial Tone Advice **can use DEL TROUBLESHOOTING or WEBSTAR TEMPLATE for advice** Ensure account and phone status is active (iCare/WebSTARS) Check for New Installation / ER / within 14 days Installer warranty Identify dat code in WebSTARS for Dat Code Tagging Identify if customer request for assistance on Enhanced Facilities Check for any outages related (Kbase/Webstars) Identify on Customer Fault Complaint Check for previous case history (iCARE and WebSTARS) to isolate actual issue / situation Request Customer to Check RJ11 cable connection to the phone socket and ensure CPE is connected properly and can be use Check if customer is using parallel line Request customer to Check CPE Condition and advice to swap CPE if possible *Customer problem still persist. proceed with Back Office Request *If problem settle when troubleshoot.General Sub-Area: Account Information Problem Details Inquiry on IP address.General Sub-Area: Account Information Problem Details Inquiry on Mailbox Size ** (Copy & paste the account status from the MCMB) ** Advice Inform customer the default mailbox size is 4MB Upgrade mailbox size up to 10MB is free Following each 5MB will be charge RM 2 monthly on bill To upgrade mailbox size advice customer to go to https://tmbill. 1) IP address: 2) Subnet Mask: 3) Default Gateway: Outcome & Comments Customer acknowledges the advice given Preferred Language Malay / English *Ask customer he want a Modem IP or NIC IP or PC? Modem IP – MCMB (Acc Admin-View Additional Info) NIC – ipconfig/all PC . proceed with Back Office Request *make sure to reconfirm SERVICE NUM before ending call *make sure give SR NUMBER to customer Outcome & Comments Customer acknowledge the advice/troubleshooting Preferred Language English/Malay Back Office Request Product category : Not Applicable Area : Back Office Request Sub-Area: Complaint Status: Closed Category: General Description: No Dial Tone Comment: Must have: Customer name Contact No Service No Preffered Language TT Number Error 769-Network Card Configuration Product category Internet Service Id/ Card Id/ Streamyx Id: Select the Login ID Commercial Offer: Select the Service Area: Technical Sub-Area: Technical Complaint Product Type: Streamyx Basic / Soho / TMnet 1515 Case Category: CPE Installation Type: Leave it Blank Symptom Code: Network Card Configuration Error Message: Error 769 Issue Subject Connection Failure-Error 769 Issue Description: Problem details Connection Failure-Error 769 Advice Assist customer to check NIC Enable NIC Advice customer to make connection and successfully connected Outcome & Comments Customer acknowledge the troubleshooting Preferred Language English/Malay BMS Status (System): Not Related BMS Status (Port): Leave it Blank BMS Reset Status: Leave it Blank Disposition Code: CPE-Modem\Computer Fault By: Unidentified Inquiry on Mailbox Size Product Category: Not Applicable Service Id/ Card Id/ Streamyx Id: Leave it Blank Area: Inquiries .

Completion Comment: Based on customer’s issue / diagnosis .

Inform minimum subscription period is __years .0. Outcome & Comments: Customer acknowledges the advice given Preferred Language: Malay / English Streamyx Termination – Confirmed Product Category Service Id Area Sub-Area Assign : Internet : To select customer’s username : Account Maintenance : Service Termination : TM SAVECC (I-Care). .Cannot terminate earlier before minimum subscription period .188.Inform to settle any outstanding amount available.Proceed with below steps Go to Command prompt ~Run ipconfig/release ~Run ipconfig/renew ~Run ipconfig/all to get IP Address.Inform to get confirmation slip upon termination.Also.Update remarks and close report ~If Unsuccessful .Inform the account owner needs to call us back . For Streamyx basic customer shall be responsible for fees chargeable for the service on the remainder of the Minimum Subscription Period.133 ~202. advice customer to settle all the outstanding available before proceed with termination.Limited or No Connectivity Issue Description Problem details Connection failure. can visit nearest TMPoint for termination and fill a termination form .Need to bring along a copy of the account holder’s NRIC. If the account is TOS. .Can only terminate after (date) . ~202. Click on Repair ~ If Successful .Need to prepare authorization letter if authorizing someone on behalf. . Default Gateway and Subnet Mask Set DNS settings to point to TM DNS servers. . SaveCC (Icoms) (For 1st or 2nd call) Limited or No Connectivity Product category Internet Service Id/ Card Id/ Streamyx Id: Select the Login ID Commercial Offer: Select the Service Area: Technical Sub-Area: Technical Complaint Product Type: Streamyx Basic / Soho / TMnet 1515 Case Category: CPE Installation Type: Leave it Blank Symptom Code: Network Setting Configuration Error Message: If Applicable Issue Subject: Connection failure. Default Gateway and Subnet Mask Configure TCP/IP and Force IP ~Select Use the following IP tab and force IP Address.Inform our termination team will contact you to complete the process Outcome & Comments: Customer acknowledges the advice given Preferred Language: Malay / English Remarks: Please ensure the account is ACTIVE before proceed with the termination request. -only OWNER ACCOUNT can call 100 for termination -if not owner: bring copy owner IC & owner confirmation letter Termination Query Enquiry on Account Termination – ABOVE min subscription period Product Category : Internet Service Id : Streamyx Area : Account Maintenance Sub-Area : Service Termination Product Type : To select according to customer’s package Reason for Termination : Enquiry on Termination Issue State : To select customer’s location Closing Remarks : Termination Enquiry Preferred Contact Time : Agent needs to ask customer Closing Remarks : Termination Enquiry Problem Detail: Enquiry on account termination Advise: .1.188.5 Restart PC ** (Copy & paste the account status from the MCMB) ** (Copy & paste the last connection from the View Event) ** (Copy & paste the active session from the Session DB) Outcome & Comments Customer acknowledge the troubleshooting Preferred Language English/Malay BMS Status (System): Not Related BMS Status (Port): Leave it Blank BMS Reset Status: Leave it Blank Disposition Code: CPE-Network Setting Configuration Fault By: Unidentified Completion Comment: Based on customer’s issue / diagnosis Problem Detail: Customer wants to terminate Streamyx account Advise: .Limited or No Connectivity Advice Right Click on Limited No Connectivity ICON on system tray.An admin fee of RM350 will be charged for early termination Outcome & Comments: Customer acknowledges the advice given Preferred Language: Malay / English RM350 admin fee applicable according to Streamyx packages and may vary from time to time.Inform need to have the following details for security reason: Verification: • Full Owner acc Name: (AS per MCMB) • I/C No: • ACC no: • Username: • Contact No: • Reason for terminating: • Preferred Time to call customer: .Termination Query Enquiry on Account Termination – BEFORE min subscription period Product Category : Internet Service Id : Streamyx Area : Account Maintenance Sub-Area : Service Termination Product Type : To select according to customer’s package Reason for Termination : Enquiry on Termination Issue State : To select customer’s location Closing Remarks : Termination Enquiry Preferred Contact Time : Agent needs to ask customer Closing Remarks : Termination Enquiry Problem Detail: Enquiry on account termination ** (Copy and paste the Activation Date from MCMB in Account Admin > Additional Service Info) ** Advise: .

00 charged in the next bill if requesting for TM Installer • Relocation fees for Fixed Line with or without Streamyx 50.Relocation – PERSONAL Account Product Category: Internet Service Id/ Card Id/ Streamyx Id: Select the Login ID Commercial Offer: Streamyx Area: Account Maintenance Sub-Area: Service Relocation Problem Details Enquiry on Relocation Advice Inform to visit TM Point for relocation issues Inform relocation is within 3-7 workings days depending on port availability Inform there will be RM 88.1.00 charged in the next bill if requesting for TM Installer • Relocation fees for Fixed Line with or without Streamyx 50.5 ** (Copy & paste the account status from the MCMB) ** (Copy & paste the last connection from the View Event) ** (Copy & paste the active session from the Session DB) Outcome & Comments Customer acknowledge the troubleshooting Preferred Language English/Malay BMS Status (System): Not Related BMS Status (Port): Leave it Blank BMS Reset Status: Leave it Blank Disposition Code: CPE-Dialer Configuration Fault By: Unidentified Completion Comment: Based on customer’s issue / diagnosis .00 (charge into bill) • Relocation for Streamyx No charge • Wiring (Customer make payment directly to TM Contractor) • New wiring RM50 and above • Old wiring RM30 • RM5/m for additional length Outcome & Comments Customer acknowledges the advice given Preferred Language Malay / English Relocation – COMPANY Account Product Category: Internet Service Id/ Card Id/ Streamyx Id: Select the Login ID Commercial Offer: Streamyx Area: Account Maintenance Sub-Area: Service Relocation Problem Details Enquiry on Relocation Advice Inform to visit TM Point for relocation issues Inform relocation is within 3-7 workings days depending on port availability Inform there will be RM 88.133 202.00 (charge into bill) • Relocation for Streamyx No charge • Wiring (Customer make payment directly to TM Contractor) • New wiring RM50 and above • Old wiring RM30 • RM5/m for additional length Outcome & Comments Customer acknowledges the advice given Preferred Language Malay / English Modem Faulty Product Category: Internet Service Id/ Card Id/ Streamyx: Commercial Offer: Streamyx Area: Technical Sub-Area: Technical Complain Problem Details Modem Faulty Advice Follow Modem Faulty Troubleshooting (C-Nergy) Outcome & Comments Customer acknowledge the advice given Preferred language Malay/English *if problem still persist/Modem is confirm faulty make sure: Status: Assigned Reported by: 193_rahimi Symptom code: DSL_Modem Faulty Streamyx Login id: Customer’s Comments: Webstar template in Modem Faulty Troubleshooting *make sure ask customer OS? MODEM TYPE? *make sure to reconfirm SERVICE NUM before ending call *make sure give SR NUMBER to customer Dialer Configuration Product category Internet Service Id/ Card Id/ Streamyx Id: Select the Login ID Commercial Offer: Select the Service Area: Technical Sub-Area: Technical Complaint Product Type: Streamyx Basic / Soho / TMnet 1515 Case Category: CPE Installation Type: Leave it Blank Symptom Code: Dialer Configuration Error Message: If Applicable Issue Subject Create New Dialer Issue Description: Problem details Create New Dialer Advice Assist customer to configure dialer (Win XP/VISTA/7) Configure TCP/IP and DNS settings 202.188.0.188.