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UPDATE: RESTORATION WORKS TO REPAIR SUBMARINE CABLE FAULT

Update [16 February, 2015]:

ESTIMATED RESTORATION COMPLETION TIME REVISED​

Please be informed that the estimated time to restore the Asia-America Gateway (AAG) submarine cable system that provides international data links to America and North Asia has been revised to March 6, due to additional repairs required on different sections of the cable system.

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Update [9 February, 2015]:

ESTIMATED RESTORATION COMPLETION TIME REVISED​

Please be informed that the estimated time to restore the Asia- America Gateway (AAG) submarine cable system that provides international data links to America and North Asia has been revised to February 11, due to challenging sea conditions and additional repairs required.

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Telekom Malaysia Berhad (TM) wishes to inform that a fault has been detected on the Asia-America Gateway (AAG) submarine cable system at a segment near the Philippines linking Malaysia to the United States and North Asia. This information was relayed to us by the consortium that manages and maintains the Asia-America Gateway submarine cable system (in which TM is a part of).

We have immediately taken pro-active steps to optimise our network to reduce congestion by diverting traffic to alternative routes, thus, minimising the impact to our users.

Works to restore the AAG cable system involves the concerted efforts of all consortium members, and is expected to begin on Saturday, 31 January 2015. In ideal conditions, the restoration work is expected to be completed on Saturday, 7 February 2015,subject to sea conditions, the identification of the actual location of the fault and the challenges presented working at great sea depths and pressure.

During this period, Internet users may experience intermittent slow browsing and high latency while accessing international websites mainly hosted in the United States (US), North Asia and Europe. Customers using Virtual Private Networks (VPNs) and other critical business applications linked to US, North Asia and Europe may also experience similar issues.

We will provide necessary updates on the progress of the restoration works, and will monitor feedback from our customers to continuously optimise our network during this period.

We apologise for any inconvenience caused and would like to assure customers that we are undertaking all necessary measures to ensure that customers continue to experience uninterrupted service.

We wish to thank our customers for their understanding and patience during the affected period. If you have any questions or require any assistance, you can reach us at help@tm.com.my for Streamyx customers and unifi@tm.com.my for UniFi customers. We can also be contacted via Twitter at @TMConnects.​ ​