Reply To: Maxis Problems Reported by Customers in Malaysia

Source: Public comments seen on Maxis Facebook and X. Screenshots were captured on 11 May 2026.

Summary:
Public complaints seen between 1 May and 10 May involved Maxis mobile, Hotlink, Maxis Fibre, Maxis wireless broadband and customer service issues.

The complaints mainly involved poor or unavailable network service, fibre internet problems, blocked lines after payment, billing disputes, difficulty contacting customer service, unresolved cases and complaints about Maxis support channels.

Issues seen online:

1. Network coverage and no-line complaints

Several users complained about poor or unavailable Maxis network service in different areas.

Examples of issues mentioned:
– No network service after lightning strikes in Kampung Penakub Ulu, Mukah, Sarawak.
– Weak signal and unstable mobile line.
– No line for several hours daily.
– Line not working in Bintulu, Sarawak.
– Poor coverage in Sepang and Serenia.
– Weak connection in Penang.
– Complaints about no line despite paying monthly postpaid bills.
– Users claiming they had to move around or go outside to search for line.

Selected public comments:
“Why does the network keep going down every time after lightning? This issue needs to be properly addressed and fixed urgently.”

“Line maxis area Bako demak laut kuching sarawak dah 2 hari masalah. Terus tak ada coverage.”

“Berbulan bulan dah jadi, ada satu masa line akan hilang 2 ke 3 jam setiap hari.”

“What’s the use of paying postpaid monthly but the line is unstable.”

“weak signal”

2. Maxis Fibre and home internet complaints

Several users complained about Maxis Fibre and home internet service.

Examples of issues mentioned:
– Maxis Fibre down in Damansara with LOS blinking red.
– Maxis Fibre problem in Bukit Beruntung.
– Maxis Fibre in Setapak reported as internet lost after paying bill.
– Fibre service problem in Nibong Tebal.
– Users saying their fibre problem had been ongoing for days.
– Complaints that bills are paid but internet service is still unavailable.

Selected public comments:
“What happened to the maxis line today? Damansara internet fibre down. LOS keeps blinking red.”

“Maxis fiber problem area bukit beruntung.”

“Maxis fiber kawasan nibong tebal tak boleh guna. Tolong baiki kualiti servis yg baik kpd pengguna.”

“apa masalah fiber aku ni woi tiap minggu xda internet. bill xpnh xbyr. asyik xda intrnet je.”

3. Billing, charges and payment complaints

A number of users complained about billing, payment and charges.

Examples of issues mentioned:
– Charges still appearing after cancellation.
– Customer claimed they cancelled Sooka but still received charge messages.
– Payment made but line still blocked or stuck.
– Users complained about double deductions or auto-debit issues.
– Bill amount allegedly higher than expected.
– Disputed monthly charges.
– Users asked why they had no service despite paying the bill.
– Complaints about line being barred despite no overdue payment.

Selected public comments:
“Kenapa saya masih lagi dikenakan cas sooka ya, kan saya dah cancel bulan lepas.”

“Saya dah cancel sooka bulan 3, kenapa saya dapat mesej nak kena cas lagi.”

“dah bayar tapi kenape masih tersekat”

“I have paid but why is it still stuck.”

“Bayar bil pun mcam h4njingg line maxis nie better pakai celcom digi lagi bagus.”

“What happen maxis?? Bayaran bulanan setiap bulan TANPA tertunggak pun LINE KENA BARRED KE?”

“Maxis pencuri, dah bayar lapastu autodebit lagi dah jadi 2 kali ganda bayar.”

4. Customer service and support complaints

Many comments complained about Maxis customer service, online support, hotline and complaint handling.

Examples of issues mentioned:
– Slow replies from online customer service.
– Users said chatbot or WhatsApp support was not helpful.
– Users claimed they could not reach an operator through 123.
– Users said complaints were not properly followed up.
– Users complained about cases remaining unresolved.
– Some users said Maxis asked them to use WhatsApp instead of speaking to a helpline.
– Some users said they were not given a case number or written response.

Selected public comments:
“Your online customer service work like piece of sxxx. One hour reply 1 sentence only.”

“Hi Maxis, how can I speak to your operator? Dial 123 Maxis Hotline so many times and choose all the options given but none route me to the operator.”

“Do reach me through my messenger or any way possible.”

“Bila call 123, dia bg pautan WhatsApp. Customer nak bercakap dgn helpline.”

“Refuse to give case number and no email nor any written notes.”

5. Internet purchase, reload and app-related issues

Some users complained about problems buying internet, recharging or using Maxis/Hotlink services.

Examples of issues mentioned:
– Unable to buy internet when quota or plan expired.
– Mobile number could not be recharged.
– Hotlink or Maxis line stuck even after payment.
– Users reported app or self-service issues.

Selected public comments:
“Apa masalah tak boleh nak beli internet nih? Tau tak harini 30hb dah memang time2 internet expired.”

“Why can’t my mobile phone number be recharged all of a sudden?”

“I have paid but why is it still stuck.”

6. Wireless broadband and speed complaints

Some complaints involved Maxis wireless broadband and mobile broadband performance.

Examples of issues mentioned:
– Advertised speed allegedly not close to actual performance.
– Users warned others not to subscribe.
– Complaints about poor experience after using Maxis wireless broadband.
– Users asked whether Maxis was embarrassed by its 5G speed.

Selected public comments:
“Do not get the wireless broadband. Don’t do it. The advertised speed is NO where near what they claim.”

“Maxis ! Malu x 5G Speed begitu?”

7. Data protection and account-related complaints

Some users raised concerns about data protection and account-related issues.

Examples of issues mentioned:
– Users asking Maxis to protect their data.
– Users claiming they lost everything.
– Users saying their account can only log into the main account and that shared lines or profiles were unclear.
– Users asking why certain accounts or services remained active.

Selected public comments:
“Please protect my data admin Maxis? Maxis team..! I lose everything..!”

“I need you to protect my data please? I lose everything.”

“Akaun maxis pun boleh login main akaun sahaja. Nombor share line mana ada profile nak cancel asing macam mana.”

8. Infrastructure and manhole complaints

There were also public complaints involving Maxis infrastructure.

Examples of issues mentioned:
– Road or manhole cover issue at Jalan Sementa 27/91.
– Complaints asking Maxis to fix infrastructure-related problems properly.
– Complaints that the issue had recurred.

Selected public comments:
“Jangan lupa lokasi di Jalan Sementa 27/91.”

“Selesaikan jalan mendap diatas cover manhole MAXIS.”

“Jika tindakan telah diambil pastikan kukuh & tak berulang viral.”

9. Users threatening to switch telco

Some users said they may switch away from Maxis or compared Maxis with other operators.

Examples of issues mentioned:
– Users saying they will move to CelcomDigi.
– Users saying Maxis is expensive but service quality is poor.
– Users saying they previously preferred Maxis but are now unhappy.
– Some said they are waiting for contract expiry before switching.

Selected public comments:
“I’m going to sign up to CelcomDigi once I ended contract with you.”

“Bayar bill pun macam… line maxis nie better pakai celcom digi lagi bagus.”

“Maxis is better provide an explanation on this!!! Ive been a loyal customer for yearssss.”

Issues observed in this batch:
– No line or weak signal
– Maxis Fibre outage
– Home wireless WiFi problems
– Blocked line after payment
– Disputed bills and unexpected charges
– Sooka cancellation or charge complaint
– Poor online customer service response
– Difficulty reaching Maxis hotline operator
– Unresolved cases
– Concerns about data protection
– Wireless broadband speed complaints
– Infrastructure or manhole complaints

What affected users can do:
1. Save screenshots of the problem, payment receipt, bill, app error or chat transcript.
2. Record the date, time and location of the issue.
3. For network problems, test indoors and outdoors if possible.
4. For fibre issues, take note of LOS red light, router status and downtime duration.
5. For billing issues, compare the current bill with past bills and payment records.
6. Contact Maxis and ask for a case number.
7. If unresolved, escalate the complaint to MCMC with evidence.
8. Do not post phone numbers, account numbers, IC numbers, full addresses or case IDs publicly.

Have a Maxis, Hotlink or Maxis Fibre issue?

Reply below using this format:

Service: Maxis Mobile / Hotlink / Maxis Fibre / Maxis Business / Wireless Broadband
Location:
Issue:
When it started:
Device or router:
Reported to Maxis:
Case number received: Yes / No
Reported to MCMC: Yes / No