27 Jan 2024 - 1.30pm GMT+8
We have received updates from our Data Center, confirming that the disruption reported earlier originated from the affected ISP, TM TECHNOLOGY SERVICES ([ASN4788](https://ipinfo.io/AS4788)).
Based on user feedback, we are pleased to inform you that the disruption has been resolved, and normal connectivity was restored around 9-10 pm GMT+8. We appreciate your patience and understanding during this period.
However, we understand that some users may still be experiencing problems. If you are among those users, we kindly request you to provide us with a sample output using the following command:
For Linux/Unix users:
```bash
mtr -rwzbc100 139.162.18.125
```
For Windows users:
Please email the results to support [at] bigdomain.my, enabling us to further investigate and assist you effectively.
We appreciate your continued cooperation and apologize for any inconvenience caused during this disruption. If you encounter any challenges or have additional concerns, feel free to reach out to our support team.
Thank you for your understanding.
Best regards,
Bigdomain.my Support Team
_____________________________________
26/Jan 6.36pm
Dear Bigdomain.my Users,
We regret to inform you that we have received reports from Unifi users experiencing difficulties accessing our server nodes at the SG data centre (Equinix). This issue seems to be isolated to Unifi ISPs, and users on other networks, such as Maxis Fiber and mobile networks, are not currently facing any problems.
To assist us in resolving this matter promptly, we kindly request affected users to provide the following data to our support team via email:
Download PING PLOTTER
1. Download and install PingPlotter from [PingPlotter Download Page]https://www.pingplotter.com/download/
2. Launch PingPlotter and enter "sg105.bigdomaincloud.com" as the target.
3. Set the interval for pings (e.g., every 2 seconds) and duration.
4. Begin the trace and let it run during the issue occurrence.
5. Once done, export the data as text.
6. Share the exported text file along with any relevant details with our support team for analysis.
7. Email us with the data at support [at] bigdomain.my
Please check and inform us your WAN IP via below instruction
1. Open a web browser and go to "https://www.whatismyip.com/".
2. The website will display your WAN IP address on the homepage.
3. Copy the WAN IP address shown on the page.
4. Share the copied IP address with our support team.
IMPORTANT - REACH OUT to UNIFI support via help@tm.com.my to expedite the fix
Additionally, we recommend reaching out to your ISP, Unifi, to report the issue. Please email them at help@tm.net.my and provide them with your PingPlotter results. Inform them that your user account is experiencing difficulties accessing the following server nodes:
Sample email
Subject : Unifi account connectivity problems - username : xxx@unifi / phone number xxxxx
My Unifi Account above having a network problems to Singapore Server. I am reaching out to report a connectivity issue that I am currently facing when trying to access certain websites and email services through the Unifi network. We are not having any problem with other ISP such as MAXIS Fiber and other Mobile ISP .
I have conducted some diagnostic tests using PingPlotter, and the results indicate that there may be an issue with connectivity to the following server nodes:
Lookup Hostname: sg105.bigdomaincloud.com 139.162.7.203
Lookup Hostname: sg203.bigdomaincloud.com 139.162.18.125
Attached to this email is the PingPlotter report for your reference.
Thank you for your understanding.
Best regards,
Bigdomain.my Support Team
