A troubleshooting home Internet connection framework for Malaysian Service Providers

Internet Service Providers (ISPs) are challenged to deliver high quality and reliable Internet access to their customers. In addition, they provide varying levels of customers support to avoid serve issues. This study considers these services provided by main ISPs in Malaysia which are TMnet, Jaring and Maxis net. Comparison is being done for these three ISPs and conclusion is being made for the improvement of the current Internet troubleshooting system that already exist in Malaysia. This paper discovers non-technical users rely on the Internet to perform daily tasks while they still have significant difficulty to address connectivity issues that could be occurred for many reasons. The purpose of this paper is to identify non-technical users´ problems and therefore, suggest a more beneficial way to reduce this difficulty to minimum. Based on the research, a system has been produced to improve the existing Internet troubleshooting system in Malaysia. The system is providing troubleshooting process and proposed system which enable the users to provide troubleshooting information and connection status by just clicking the button on the proposed system and send this information to the related ISP. Proposed system will reduce the troubleshooting process and make this process easier to be performed especially for non-technical users in order to save cost and time. This paper is focusing on Internet troubleshooting system for home users in Malaysia.