Telekom Malaysia Berhad (TM) wishes to announce that our consortium members have detected a fault on the Asia-America Gateway (AAG) submarine cable in Hong Kong segment linking Malaysia to the United States and North Asia.

TM has immediately taken pro-active steps by optimising our networks to reduce congestion and diverting traffic to alternative routes, thus, minimising the impact to our users.

Restoration works for submarine cable faults involves the concerted efforts of all consortium members, and is expected to begin on Wednesday, 1 October 2014 and completed on Monday, 6 October 2014. However, we wish to highlight that these restoration works will be 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 some degree of service degradation such as 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 some level of service degradation.

TM shall provide necessary updates on the progress of the restoration works, and will monitor feedback from our customers on the quality of service experienced.

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 TM Phone and Broadband customers and unifi@tm.com.my for UniFi customers. We can also be contacted via Twitter at @TMConnects​. ​ Thank you.

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