If your ISP keeps closing support tickets without fixing the problem, stop relying on repeated calls and start building a documented complaint trail.

For Malaysian broadband users, unresolved issues involving installation delays, repeated service interruptions, poor service delivery, billing disputes or contract problems can be escalated through the MCMC Consumer Care Centre / CFM complaint process.

The key is evidence.

When Should You Escalate an ISP Complaint to CFM?

Do not immediately jump to MCMC every time your Fibre goes down.

First, give the ISP a reasonable opportunity to investigate and fix the problem.

CFM's complaint process specifically advises consumers to obtain the complaint number from the service provider before submitting a complaint to CFM.

Source: CFM — Consumer Complaint Process

CFM official complaint process

Escalation becomes appropriate when you have a pattern such as:

1. Multiple support tickets for the same fault
2. Repeated Fibre disconnections
3. Installation repeatedly postponed
4. Technician appointments missed or cancelled
5. ISP closes the ticket but the problem remains
6. No meaningful update after repeated follow-ups
7. Billing continues despite an unresolved service issue
8. Termination or cancellation request is not processed
9. The ISP refuses to provide a clear resolution

CFM lists Service Delivery, Terms & Conditions Disputes, Bill & Charges, Unfair Practice and Plan or Package Pricing among the complaint categories it handles.

Source: CFM — Complaint Channels

CFM official complaint channels

Step 1: Get Your ISP Complaint Number

This is one of the most important pieces of evidence.

Do not rely on:

“I called customer service last Tuesday.”

Ask for:

“What is my complaint / case / ticket number?”

Keep every reference number.

For example:

Ticket #123456 — Internet intermittent

Ticket #123890 — Technician visit

Ticket #124011 — Follow-up

If the ISP keeps creating new tickets for the same underlying problem, keep all of them.

This creates a timeline showing that the problem was reported repeatedly.

CFM specifically tells consumers to obtain the complaint number from their service provider before submitting a complaint.

Source: CFM — Consumer Complaint Process

CFM complaint process and ticket-number guidance

Step 2: Stop Describing the Problem as Just “Internet Slow”

A weak complaint:

“My Internet is bad.”

A much stronger complaint:

“My Fibre connection has experienced intermittent disconnections on 7, 9, 11 and 13 September. Each outage lasted approximately 20–40 minutes. I reported the issue under tickets #123456 and #123890, but the problem remains unresolved.”

CFM itself advises consumers to be specific when reporting Internet problems.

The complaint should identify whether you are experiencing:

1. Complete loss of Internet
2. Intermittent disconnection
3. Slow connection
4. Unable to browse certain websites
5. Abnormal modem/router status lights

Source: CFM — Troubleshooting: Internet Service Disruption

CFM Internet service disruption guide

Specific information makes it easier for the ISP — and later CFM — to understand what actually happened.

Step 3: Build an Internet Outage Log

If the problem happens repeatedly, create a simple log.

You do not need sophisticated network-monitoring equipment.

Useful evidence can include:

1. Speed-test screenshots
2. Router/ONT status lights
3. ISP SMS notifications
4. WhatsApp conversations
5. Emails
6. Technician appointment records
7. Ticket numbers
8. Photos of equipment
9. Dates and times of outages
10. Screenshots showing repeated failed speed tests

The objective is to demonstrate a pattern, not just one bad Speedtest.

Step 4: Ask the ISP for a Proper Resolution

Before escalating, send one clear written request.

Do not send five different complaints through five channels.

Tell the ISP:

1. What the problem is
2. How long it has been happening
3. Previous ticket numbers
4. What troubleshooting has already been completed
5. What resolution you want

For example:

“This issue has been reported under tickets #123456, #123890 and #124011, but the intermittent Fibre disconnection continues. Please escalate this case to the technical/network team and provide a written update on the root cause and proposed resolution.”

This is much stronger than repeatedly asking:

“When will my Internet be fixed?”

Step 5: Installation Delays Can Also Be a Complaint

This is not only about Internet outages.

CFM's published complaint classifications have included installation/activation delays or unsuccessful installation/activation beyond the promised service arrangement under Service Delivery.

Source: CFM — Complaint Categories

CFM complaint classification reference

That means consumers dealing with a Fibre installation problem should keep:

1. Application date
2. Order number
3. Promised installation date
4. Appointment confirmations
5. Rescheduled dates
6. WhatsApp messages
7. Emails
8. Technician notes
9. Any additional installation quotation

If an ISP keeps postponing installation without providing a clear explanation, your complaint should focus on the service-delivery failure and documented delay, rather than simply saying “ISP is slow.”

Step 6: Submit the Complaint Through MCMC / CFM

CFM currently provides complaint channels for communications and multimedia services.

Consumers can submit complaints through the MCMC Redress Portal, email CFM, or contact the MCMC Consumer Care Centre.

The current MCMC Consumer Care Centre number is:

1800-188-030

The complaint service is free.

Source: CFM — New Complaint

CFM official complaint submission page

You should have your evidence ready before submitting.

Include:

1. ISP name

2. Account / service details

Only provide information necessary to identify the service.

3. Original complaint number

4. Dates of previous complaints

5. Description of the unresolved problem

6. What the ISP has done

7. Why the resolution is inadequate

8. What outcome you are requesting

Step 7: Ask for a Specific Remedy

This is where many consumers make a mistake.

Don't write:

“Please help.”

Tell CFM what you want the ISP to resolve.

Depending on the case, you could request:

1. Completion of the delayed installation
2. A proper technical investigation
3. Restoration of the service
4. Correction of recurring faults
5. Bill adjustment
6. Service credit
7. Refund where justified
8. Waiver of charges where applicable
9. Review of early termination charges
10. Contract termination relief where the circumstances and applicable terms support it

The important distinction is:

You can request a remedy. CFM does not mean an automatic payout.

Can CFM Force the ISP to Pay Compensation?

This needs to be understood correctly.

The General Consumer Code of Practice (GCC) contains a compensation provision.

Section 7.4.1 states that service providers must offer compensation to consumers in cases involving a breach of a Consumer Code or relevant mandatory standards, with the objective of putting the consumer, as far as possible, back in the position they were in before the breach.

Source: CFM — General Consumer Code of Practice, Section 7.4 Compensation

CFM official General Consumer Code of Practice

But this does not mean:

“Internet was down for 10 hours = automatically RM100 compensation.”

There is no universal automatic compensation formula that consumers can simply calculate from downtime.

The actual remedy depends on the circumstances, the applicable Code or mandatory standards, the service provider's terms, and the outcome of the complaint.

CFM itself has previously called for clearer compensation guidelines for major service disruptions, which shows why consumers should not assume that every outage has a fixed compensation amount.

Source: CFM — CFM Chairman Calls for Compensation Guidelines for Service Disruption

CFM compensation guidelines statement

Can You Cancel Your Fibre Contract Without Paying?

Not automatically.

This is another area where consumers should be careful.

If you are still within a minimum contract period, the ISP's terms may contain early termination charges.

The GCC requires service providers to disclose contract duration, termination conditions and applicable charges.

Source: CFM — General Consumer Code of Practice

CFM official GCC document

Therefore, don't simply stop paying your Fibre bill because the service is bad.

Instead, ask for:

“Termination without early termination charges due to unresolved service delivery issues.”

Then provide your documented complaint history.

Whether the request is accepted depends on the circumstances and applicable terms.

For example, Maxis' current Fibre terms state that early termination during the commitment period can attract an early termination charge.

Source: Maxis — T&C: Maxis Fibre Broadband

Maxis Fibre official Terms & Conditions

What Happens After You File the CFM Complaint?

After submitting a complaint, you should receive a confirmation email containing a Complaint ID.

Keep it.

According to CFM's current FAQ:

1. Lodging the complaint is free.
2. Consumers can complain in Bahasa Malaysia or English.
3. The service provider is expected to investigate the complaint.
4. The service provider should update the resolution on the MCMC Redress Portal within 30 working days.
5. If the resolution is unsatisfactory, incomplete or unresolved, CFM can evaluate the complaint.

Source: CFM — FAQ: Lodging Complaints via MCMC Redress Portal

CFM official complaint FAQ

This is why keeping your evidence organised matters.

What If the ISP Says “Please Wait”?

Ask:

“What is the expected resolution date?”

Then ask:

“What is the current technical status of the case?”

And most importantly:

“Please provide the update under my existing complaint/ticket number.”

This prevents the complaint from becoming a series of disconnected phone conversations.

If the ISP gives you another ticket number, keep both.

Don't Submit a Complaint With 50 Screenshots and No Timeline

More evidence does not automatically mean a stronger complaint.

A better submission is:

Problem

Intermittent Fibre disconnection since 7 September.

Previous tickets

#123456, #123890, #124011.

Frequency

Four outages over seven days.

ISP response

Remote troubleshooting completed; technician visit completed; issue continues.

Current situation

Connection still drops during evening hours.

Requested resolution

Technical escalation and identification of the root cause, with appropriate bill adjustment/service remedy if applicable.

Evidence

Attach the relevant screenshots and correspondence.

This is much easier for a case handler to understand.

What You Should NOT Do

Don't stop paying the bill without clarification

An unresolved service complaint does not automatically cancel your payment obligations.

Don't abuse customer service staff

The objective is to create a documented service dispute, not an argument.

Don't delete WhatsApp conversations

Keep the original messages.

Don't rely only on Speedtest

A Speedtest proves what happened at a particular moment. It does not necessarily identify the cause.

Don't exaggerate downtime

If the outage was 37 minutes, write 37 minutes.

Accurate records make the complaint more credible.

A Strong Complaint Template

You can use this when submitting your case:

Subject: Unresolved Fibre Service Issue — Multiple Support Tickets

I am submitting a complaint regarding an unresolved Fibre service issue with my ISP.

The problem started on [date] and has continued despite multiple reports to the service provider.

Previous complaint/ticket numbers:

1. [Ticket 1]
2. [Ticket 2]
3. [Ticket 3]

The issue occurs [frequency/time], and the affected service is [complete outage/intermittent connection/slow speed/etc.].

I have already completed the troubleshooting requested by the service provider and, where applicable, attended the technician appointment. However, the problem remains unresolved.

I have attached the relevant screenshots, outage log, correspondence and ticket records.

I am requesting that the matter be escalated for proper technical investigation and that the service provider provide a clear resolution. I would also like the applicable bill adjustment, service credit, compensation or termination relief to be considered based on the circumstances and applicable terms.

Thank you.

NetBijak's Take

MCMC/CFM is not a magic “complaint button”. Your strongest weapon is documentation.

If you call your ISP ten times but have no ticket numbers, dates or written responses, you have a weak case.

If you can show:

Problem → Ticket → Technician Visit → Problem Continues → Follow-up → No Resolution

you have a much stronger service-delivery complaint.

And if the issue involves repeated outages or a seriously delayed installation, don't just ask the ISP:

“When will you fix it?”

Ask for a specific resolution, a technical escalation and a documented response.

If the ISP still fails to resolve the matter, use the MCMC/CFM complaint process and attach your evidence.

Most importantly, don't promise yourself that CFM will automatically “force the ISP to compensate you” or “cancel the contract for free”.

The stronger and more accurate approach is:

Document the breach → escalate properly → request a specific remedy → let the complaint process determine the appropriate resolution.

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