Dear valued Malaysiakini readers,

Please bear with us as we try to improve our services. We are facing multiple bottlenecks and a number of technical issues which we are trying to resolve as soon as possible. Here are some of the issues:

Slow loading of Malaysiakini pages

Malaysiakini has increased its local bandwidth to very high levels. This allows most users who visit the website through local internet service providers (ISPs) relatively fast access.

However, some ISPs that do not ‘peer’ (connect) at the Malaysian Internet Exchange (MyIX), including TM Net, are being diverted to international routes.

Malaysiakini’s international bandwidth is insufficient to cater for both international traffic as well as local traffic diverted through international links. We are trying to increase international bandwidth and create mirror sites internationally to resolve this issue. Please give us seven days.

Subscribers not being able to log in

A large number of subscribers have been having problems logging in. We have not determined the exact problem but some problems have been solved by clearing your cache.

If after doing so, you - as a subscriber - are still having problems, please give us a call (03 2284 3367) and we’ll try to resolve the matter to the best of our ability.

Unable to make payments

We are aware of the high number of readers who are unable to make payments via credit cards. There are several issues here including banks not allowing certain cards to be used over the Internet, the occasional downtime of the processing banks and as well as security protocols related to the Firefox browser.

We are trying our best to alert users to these issues and provide them with alternative payment channels, including offline credit card payment. Please call us for possible options.

Subscription payments not updated

We only receive information about payments made via Maybank2U on the next working day. Please give us time to receive this information and update your Malaysiakini account accordingly.

For subscribers making bank deposits, we need the faxed copy of the bank-in slip in order to update your subscription account. Also, we are unable to cater for payments made via ATM (Automated Teller Machines) machines at the moment..

Our lines engaged, e-mails and SMSes not replied

Malaysiakini has been caught totally unprepared for the avalanche of subscriptions. If we do not reply immediately, please do bear with us. Malaysiakini does not wish to shortchange any subscriber it is just that we require time to resolve the multiple subscription issues which have converged simultaneously over the various payment channels.

If you have not received a reply from our staff, I can be contacted at prem@malaysiakini.com or please SMS me at 017 878 3900.

We truly appreciate all the support we are getting, and we hope that our subscribers and potential subscribers bear with us as we try to resolve these issues.

Thank you very much to all our supporters.

Sincerely,
Premesh Chandran
Chief Executive Officer
Malaysiakini.com