Customer Care

Streamyx - Troubleshooting

Here are some of the common problems our customers face, so if you're having a little trouble you may be able to get some answers below.

1. Difficulties connecting to Streamyx

   Possible cause	Solution
   Telephone lines: Faulty line or suspension of account (because of non-payment)	Check your phone line: Make sure your phone line is functioning (not suspended) Lift your receiver and check for a dial tone, noisy line or crossline If there is no dial tone or problem with the telephone line, call TM Customer Contact Centre (100) and select "Internet Services" to file a fault report.
   Hardware set-up: Wrongly set-up, loose connection	Check your modem/line/microfilter connectivity: Ensure all physical connections are done correctly Ensure all cables are fitted properly Please ensure your modem is turned on If still in doubt, try replacing the cables
   Faulty hardware : Modem, network card, splitter	Check your modem "Link/DSL" light status: A blinking light may mean a faulty modem, a faulty splitter or a lost connection Reboot your modem (switch it off, and then on again) Make a direct connection from the wall socket straight to the modem, bypassing the splitter If still in doubt, try replacing the cables If the light is still blinking, it may be due to a network problem. Call TM Customer Contact Centre (100) and select "Internet Services" for assistance.

2. Cannot browse

   Possible cause	Solution
   Incorrect Operating System (OS) network configuration settings	Check your phone line: Primary DNS: 202.188.0.133 Secondary DNS: 202.188.1.5
   Operating System (OS) infected by virus	Update your antivirus/anti-spyware/anti-adware software from time to time To ensure that the antivirus is working correctly, try uninstalling and reinstalling the software Please ensure that security measures (such as the firewall) do not interrupt critical PC operations
   Incorrect browser configuration	Ensure that there's no proxy setting configured Ensure that your browser is not configured to dial a default dialer
   Internet Service Provider network problem	Call TM Customer Contact Centre (100) and select "Internet Services" for assistance.

3. Error 691 - invalid login ID or password

   Possible cause	Solution
   Typo error of the login ID, password or both	Ensure that you type your login ID in the following format: <login ID>@streamyx (eg. abc@streamyx) Ensure that you type the correct password Note: Only one login session is allowed at one time. Login ID is case-sensitive.
   Streamyx account suspended due to non-payment	Ensure that there is no outstanding payment due to your Streamyx account.

4. Error 678 - Remote computer did not respond

   Possible cause	Solution
   Faulty hardware: Modem, network card, splitter	Check your modem "Link/DSL" light status: A blinking light may mean a faulty modem, a faulty splitter or a lost connection Reboot your modem (switch it off, and then on again) Make a direct connection from the wall socket straight to the modem, bypassing the splitter Try using another RJ11 (telephone cable) If the light is still blinking, please call TM Customer Contact Centre (100) and select "Internet Services" for assistance If the "Link/DSL" light is lit, try to uninstall the current dialler and reinstall it. Check your LAN/ETH light on the modem. If it is off, try the following: Ensure that your network card is fitted properly and enabled Reinstall your network card software/driver Ensure that RJ45 (network cable) is properly fitted to the modem and PC Try using another RJ45 (network cable) Note: If the light is still off, it is possibly due to a faulty modem, network card or network cable.
   Connection problem at Internet Service Provider	If the above does not resolve the problem, it may be due to a connection problem at TM. Call TM Customer Contact Centre (100) and select "Internet Services" for assistance.

5. Error 769 - The specified destination is not reachable

   Possible cause	Solution
   Network cable is disconnected	Check the physical connection between modem and network card Replace the RJ45 (network cable) If problem persists, the network card may be faulty
   Network card is disabled	Enable the network card.
   The network driver is corrupted	Enable the network card. Click Start, select Run, type sysdm.cpl, and then click OK Click on the Hardware tab, click Device Manager, and then locate Network Adapters Expand Network Adapters, and then right-click the icon for your network adapter Click Uninstall, and then click OK. In the dialogue box that prompts you to remove the files that are associated with this device, click Yes Restart the computer or click Action, and then click Scan for hardware changes If Windows finds the device but does not recognize it, you need to install the latest driver for the network adapter

6. Frequent disconnection

   Possible cause	Solution
   Faulty modem	Ensure the modem is plugged with the original power adaptor Try to reinstall the dialler Test using a different modem Change the splitter
   Faulty RJ45 (network cable) or RJ11 (telephone cable)	Test using a different RJ45 (network cable) or RJ11 (telephone cable).
   Incorrect parallel telephone line setting	Ensure that the internal telephone line setting is correct (please refer to the Streamyx ADSL diagram in the requirements section.)
   Telephone line quality	If the above does not resolve the problem, it may be due to telephone line quality. Call TM Customer Contact Centre (100) and select "Internet Services" for assistance.

7. Noisy telephone line

   Possible cause	Solution
   Faulty modem (in the case of modem with built-in splitter)	Disconnect the modem from the telephone line connection. Check if the noise is still there. If it is, call TM Customer Contact Centre (100) and select "Internet Services" to file a fault report.
   Faulty splitter/microfilter	Disconnect the external microfilter/splitter from the telephone line connection. Check if the noise is still there. If it is, call TM Customer Contact Centre (100) and select "Internet Services" to file a fault report.

8. Slow internet connection as compared to package subscribed

   Possible cause	Solution
   Computer infected by virus, worm, adware or spyware	Update your antivirus/anti-spyware/anti-adware software from time to time Run the above software to make sure there are no malicious viruses/programmes in your system
   Location of Website - Website is hosted internationally or locally. The response time depends on how close your location is to the website you are trying to access.	Try accessing the website at different times.
   Popularity of Website - The more popular a Website, the more people will try to access it. Sometimes, the Website’s servers cannot cope with this huge demand.	Try accessing the website at different times.
   Peer-to-peer (P2P) downloads - Using P2P (e.g. Kazaa and Bittorrent) downloads to transfer files will affect the speed of your other Internet activities.	Try using the P2P application at different times.

To file a complaint, you may use the online form here.
If you need further assistance, don't hesitate to call our customer service team at:

• 100
• or 1300-888-123 if you're on other telcos
• or email us at help@tm.com.my