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slow connection on netease 网易 china host server

Esteemed Contributor

Re: slow connection on netease 网易 china host server

account no <snipped>
name under <snipped>

he is my brother

my contact <snipped>

 

edit: personal information removed to protect customer privacy. 

Community Relationship Manager

Re: slow connection on netease 网易 china host server

@ClarenceNMT  We don't recommend you to post contact details publicly on our Forum. Could you send me a private message please? 

Community Relationship Manager

Re: slow connection on netease 网易 china host server

@ClarenceNMT, I've received your PM, thanks! 

Esteemed Contributor

Re: slow connection on netease 网易 china host server

ok already read your pm and saw your email. already sent my connection info throught email.

 

gameip.JPGnetstats.JPGspeed test 1.JPGspeed test 2.JPGspeed test 3.JPGtracert gameip.JPGtracert1&2.JPGtracert3.JPG

Esteemed Contributor

Re: slow connection on netease 网易 china host server

no reply from email, but recieve pm from community mod. still wait for the result...

Esteemed Contributor

Re: slow connection on netease 网易 china host server

still no answer from starhub

Esteemed Contributor

Re: slow connection on netease 网易 china host server

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Esteemed Contributor

Re: slow connection on netease 网易 china host server

Dear Mr Clarence

Thank you for your email reply.

Please allow us to share that as mention by my colleague Imran on his reply, we will proceed to waive off the service call charges from this appointment.

However, please note that this is a one time exception of waiver and should not be taken as a precedent moving forward.

We would appreciate it if you could provide us your convenient date and time for us to arrange the appointment for you.

If you have further questions on StarHub services, please email to this address or fax in to 6720 5000.

For instant access to your StarHub accounts and services on-the-go, please download My StarHub app on your smartphones at starhub.com/personal/starhub-apps/mystarhubapp.html and start enjoying the convenience of managing your services anytime anywhere.


Best regards

Jolin Neo
Customer Affairs

=================================
From : ng_min_teck@hotmail.com
To : helpdesk@starhub.com;
Cc :
Subject : Re: StarHub Technical : 1.15057691
Received On : 12/11/2016 10:20 PM

> Dear starhub,
>
>
> i did not want your service call, i did not want to pay the $53.50 charge
>
>
> Regards,
>
> Clarence
>
> ________________________________
> From: StarHub Customer Care - Helpdesk <helpdesk@starhub.com>
> Sent: Saturday, November 12, 2016 7:01:29 PM
> To: ng_min_teck@hotmail.com
> Subject: Re: StarHub Technical : 1.15057691
>
>
> Dear Clarence
>
> Thank you for your email. as a gesture of goodwill and your support, we will waive the service call charge of $53.50.
>
> Do share with us a convenient date and time to arrange for the service call.
>
> For instant access to your StarHub accounts and services on-the-go, please download My StarHub app on your smartphones at starhub.com/personal/starhub-apps/mystarhubapp.html and start enjoying the convenience of managing your services anytime anywhere.
>
>
> Yours sincerely
>
> Irman Ruslan
> Customer Affairs
>
> ===========================
> From : ng_min_teck@hotmail.com
> To : helpdesk@starhub.com;
> Cc : Subject : Re: StarHub Technical : 1.15057691
> Received On : 10/11/2016 10:05 PM
>
> > Dear starhub,
> >
> >
> > i would not like to troubleshoot and to verify onsite, as need to charge of $53.50. This is ridiculous as the problem is your service you provide and need to charges. Singtel did not have this kind of problem as it your line have problem for some specific network.
> >
> >
> > Regards,
> >
> > Clarence
> >
> > ________________________________
> > From: StarHub Customer Care - Helpdesk <helpdesk@starhub.com>
> > Sent: Wednesday, November 9, 2016 10:08:59 AM
> > To: ng_min_teck@hotmail.com
> > Subject: Re: StarHub Technical : 1.15057691
> >
> >
> > Dear Valued Customer
> >
> > We hope this email finds you well.
> >
> > We would like to arrange for a service call to your premises to troubleshoot and to verify onsite. We would appreciate it if you could provide us a convenient date and preferred time slot (at least 3 days in advance). The available timing slots are:
> >
> > 9am to 11am
> > 11am to 1pm
> > 2pm to 4pm
> > 4pm to 6pm
> >
> > Service Address: 54 LORONG 5 TOA PAYOH #04-212 SINGAPORE 310054
> >
> > Do note that the service call charge of $53.50 will be waived as a gesture of goodwill and your support.
> >
> > For instant access to your StarHub accounts and services on-the-go, please download My StarHub app on your smartphones at starhub.com/personal/starhub-apps/mystarhubapp.html and start enjoying the convenience of managing your services anytime anywhere.
> >
> > Yours sincerely
> >
> > Imran Ruslan
> > Customer Affairs
> > ==========================
> >
> > Dear Clarence
> >
> > Thank you for your email.
> >
> > We acknowledge your email and have forwarded it to our engineers/ colleague for investigation.
> >
> > We seek your patience in the mean time.
> >
> > We will email to you when the finding is out or any further clarifications with you.
> >
> > For instant access to your StarHub accounts and services on-the-go, please download My StarHub app on your smartphones at starhub.com/personal/starhub-apps/mystarhubapp.html and start enjoying the convenience of managing your services anytime anywhere.
> >
> > Best regards
> >
> > Imran Ruslan
> > Customer Affairs
> > ====================================
> > From : ng_min_teck@hotmail.com
> > To : helpdesk@starhub.com;
> > Cc : Subject : Re: StarHub Technical : 1.15057691
> > Received On : 28/10/2016 11:47 PM
> >
> > > Dear starhub
> > >
> > >
> > > here the information and the test result
> > >
> > > 1. 3x Bandwidth Test (via Starhub test portal) Refer to the Network Utilities Guide on how to perform the test
> > >
> > > as attachment name "speed test 1", "speed test 2" and "speed test 3"
> > >
> > > 2. 3x Traceroute to the affected website (using computer command prompt - CMD) Refer to the Traceroute.txt on how to perform the test
> > >
> > > as attachment "tracert1&2" and "tracert3"
> > >
> > > 3. For the gaming issue reported, we would require the following information.
> > > - Able to resolve with PC directly connected to the VEONT device:
> > >
> > > No
> > > - Any difference in game experience between day & night:
> > >
> > > No difference
> > > - Affected game title:
> > >
> > > "??" chinese online game
> > > - Game server URL/IP/ports (via netstat -b - Refer to the attachment how to perform the test):
> > >
> > > as attachment "netstat"
> > > - Perform tracert to the game IP address
> > >
> > > as attachment "tracert gameip"
> > >
> > > and gameip as"gameip"
> > > - In-game latency/ping (print screen with the full desktop display)
> > >
> > > as attachment "ingame ping"
> > > - Test account userid/password:
> > >
> > > ID:liuzhiqiang93@msn.com
> > > Pass:biglgod
> > > - URL for game client download:
> > >
> > > http://tianyu.163.com/download/?from=bar
> > >
> > > ????-????????<http://tianyu.163.com/download/?from=bar>
> > > tianyu.163.com
> > > ?????????????????????3D??MMORPG??????????????2015?????????????????????????????????16170000????????????????????RPG????????????????????????????????????????????????????????????????????????????????????????
> > >
> > > - Game provider or server admin contact number/email:
> > > so far i only manage contact them through china messager call QQ and wechat. the person in charge server email is QQ:2813069305, will post the contact no and email later through email.
> > >
> > >
> > > Regards
> > > Clarence Ng

Esteemed Contributor

Re: slow connection on netease 网易 china host server

so want anyhow charge ppl?

Esteemed Contributor

Re: slow connection on netease 网易 china host server

almost 2 month still no solution 1