No dial tone(05-XXXXXXX), However my broadband is working

1.My email to TM on 29 Nov 2015:

Group Corporate Communication

Telekom Malaysia Berhad

Dear Sir/ Madam,

Yesterday 28 Nov 2015, my phone line was dead with no dial tone(05-XXXXXXX), however my broadband is working. Hoping for solution. Thanks in advance.

*Full Name: XXXXXXX
*Address: XXXXXXX
*Telephone: XXXXXXX

2. TM email auto reply on 29 Nov 2015:

Dear Valued Customer,

Thank you for writing to Telekom Malaysia Berhad (TM). Your feedback is valuable to us in our continuous effort to deliver an enhanced service experience to you. Please be informed that we will investigate the matter and you will be notified of the progress within 24 hours of receiving this acknowledgement email. Kindly note that your report reference ID is: XXXXXXX. If you do not hear from us or should you need further assistance, you can call our TM Contact Centre at 100, tweet us at @TMConnects or you may reach us again via email at help@tm.com.my. Thank you.

3. Re-email to TM again after 24 hours and TM auto reply on 30 Nov 2015:

Dear Valued Customer,
Thank you for writing to Telekom Malaysia Berhad (TM). Your feedback is valuable to us in our continuous effort to deliver an enhanced service experience to you. Please be informed that we will investigate the matter and you will be notified of the progress within 24 hours of receiving this acknowledgement email. Kindly note that your report reference ID is: New ID: XYZ. If you do not hear from us or should you need further assistance, you can call our TM Contact Centre at 100, tweet us at @TMConnects or you may reach us again via email at help@tm.com.my. Thank you.

4. TM contacted the owner of the phone regarding the report received. My neighbour received the called from TM as their phone is out of order since 26 Nov 2016 that the cable was stolen. I'm wondering why the internet still working if the cable is stolen.

5. Twitter TM on 1 Dec 2015 after no further actions from TM:
We've escalated this issue to our team for further action. They'll update you soonest. Your report number is New ID: WXYZ

6. Received email from TM on 1 Dec 2015:

Dear Sir/Madam, 
Thank you for contacting TM. Firstly, we would like to apologise for the late reply. Referring to your e-mail dated 29th November 2015 regarding your issue, we apologise for any inconvenience caused. Based on the system we were able to track down the report that has been lodged (SR: WXYZ). We found that your issue is still in the midst of investigation by our respective department and we have updated our team regarding your issue. At the meantime, we really appreciate your kind patience, as we will try our best effort to resolve this problem. We sincerely apologies for the inconvenience caused. Thank you one again for your support and co-operation. For any further assistance or feedback, kindly e-mail us at help@tm.com.my. Alternatively, you can also contact TM at 100 and choose preferred language. For Telephony & Streamyx press 1 and 1 for “Technical Assistance". For Unifi press 2 and 1 for “Technical Assistance". Alternatively, you can also contact us via mobile at 1300-888-123 (call charges apply according to Telco provider). We look forward to serve you better.
Regards,
Customer Service Support,
Telekom Malaysia. 

www.tm.com.my
[THREAD ID:WXYZ]

7. On 3 Dec 2015:

Received call from TM regarding the issue but didn’t updated me about the progress. Just asking my my problem and even don’t even know what is really happening as she read No dial tone and internet which the real problem is No dial tone but with internet.

8. 6 Dec 2015:

12.30pm Received call from TM through house phone that everything is fine.

It took them for a week to verify and fix the problem. This shows that if any complain made to TM and want fast result should forward to media and BPA.