I like to highlight the situation that I encountered on Nov 1, 2007. I was connected to the Internet until about 11:30am. All of sudden, I could not access the Internet although the modem was showing that the link was still on. This has happened a number of times before, where I'd then switched off the modem and reconnected. The reconnection worked but I still could not access the Internet.

So I telephoned the call centre at 1300 88 9515. I had to wait for 15 minutes before I managed to speak to the call centre agent. Her name is Faiza and I explained my problem. She took me through some steps such as checking the DNS servers, etc, but it still did not solve the problem. She then said that she will reset the port and requested me to switch off the modem and reconnect after five minutes.

My question to her was that if it still not work after five minutes, what should I do then? Her response was to call back the call centre. I protested - the first time it took me 15 minutes to get through so why should I go through the same ordeal again. Maybe this time, it might take even longer.

So I suggested to her to call me back after five minutes to check if the problem is resolved. She said that she did not have a call-out facility and so she couldn't do that. I then requested to speak to the supervisor where I was put on hold for about three minutes. Faiza then came back on the line and informed me that her supervisor was busy (how very convenient). She suggested that alternatively I could call the 100 number and assured me that the service is better on this line.

Since I did not have much choice ,I accepted her proposal. I then tried my Internet connection and after five minutes, true enough I still had the same problem. I then tried calling the 100 number and it requested for the language of choice and after which I was to press 2 for Internet services. When I pressed the number 2 , the line just went dead. I then called using my mobile and I had the same problem. So I decided to call the original number 1300 88 9515, and guess what, it was engaged.

This is the level of service that the call centre provides. What are my avenue to deal with such horrendous service? Can I take legal action against TMnet for its poor service and downtime?