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 dialler
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 disconnections
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:
