UPDATE (7:35pm, 19 Jan): We made a follow-up call to our tipster who stated that the issues have been solved. At the same time, it seems that Celcom has also removed the pre-recorded message from its customer service hotline which we deemed as an indication that the telco has managed to rectify the issues.
ORIGINAL STORY (6:17pm, 18 Jan):
It has come to our attention that certain Celcom customers might be facing difficulties in terms of calls and SMS at the moment. Interestingly, the calls and SMS issues that these customers are experiencing are rather different from usual.
According to our tipster who notified us of the issue yesterday, he is not able to receive calls when he is connected to the telco’s 4G network and have to switch to 3G in order to fix the issue. On another hand, he will only able to receive SMS when he is on 4G network but not on 3G. A number of Lowyat.NET Forum members have also reported the same issues as well.
Soon after we received the alert, we contacted Celcom’s customer service in order to find out if there is any network outage at the time. However, we were told that officially, the telco’s network is working normally at that time. The situation has changed today though as Celcom has now included this pre-recorded message for customers that called its customers service hotline:
“You may experience difficulties in making or receiving calls at some areas in Semenanjung Malaysia for a short while. We apologize for the inconvenience caused.”
Early information that we received from Celcom is that this particular issue is rather isolated since it happened to a small group of customers. Nevertheless, the telco is working to rectify it as soon as possible.
(Image: Hou Fong. Thanks for the tips, Calvin!)