Internet, what internet?

foodie · Post by **foodie** » Tue 23 Jun 2015 2:25 pm

I am really surprised no one has mentioned the really slow internet today. I had a text from MM about 9.10 this morning saying there was no internet as where their system was, there was a power cut and would probably be back on about 2pm. 10 minutes later I tried and the internet was on but very very slow and this has been like it all day.. How could this be if there was no power and if the power had come back on why were we getting such low download. I had another text at 2.45pm to say the problem was now with TTnet . I rang the office about 2.30pm and was told they were working on the problem. First of all it was Kib-teks fault and later TTnet. Why does MM not own up to having a problem and lays the blame elsewhere. On one hand they are covering themselves by texting us but at least be honest and let us know what is going on.

JBA · Post by **JBA** » Tue 23 Jun 2015 2:57 pm

I experienced the same as you - except I did a speed test which proved that MM was running incredibly fast (over 26mb) while at the same time it took 3 minutes to refresh Outlook. So clearly the problem was NOT Multimax.

erol · Post by **erol** » Tue 23 Jun 2015 3:03 pm

foodie wrote: First of all it was Kib-teks fault and later TTnet. Why does MM not own up to having a problem and lays the blame elsewhere. On one hand they are covering themselves by texting us but at least be honest and let us know what is going on.

We try and provide the best information we can. We do not blame others when we know the issue is with ourselves and we are 'honest' about this. There were two separate issue today affecting some customers. The first was related to power outages (kib tek) and we also had a 2nd issue relating to one of the fiber links we buy from TRNC Telekom. It is actually pretty insulting for you to assume and then state here that we purposely seek to 'lay the blame elsewhere' when we know that is not true and that we are not 'honest'. There were two separate issues today. You were informed correctly and honestly about both. For this we get publicly called 'not honest' and accused of trying to blame others when we know they are not responsible.

sophie · Post by **sophie** » Tue 23 Jun 2015 3:08 pm

I have to say that I too received warning of an outage involving Kib Tek this morning, just when I thought things were running quicker than usual. Have been out most of the day, have now received another warning Email from MM, but have no problems whatsoever. So clearly this part of Alsancak is not involved despite MM thinking that it is.

MoBry · Post by **MoBry** » Tue 23 Jun 2015 3:19 pm

I can't fault Multimax - they've texted me twice today to let me know there have been difficulties. No need for nasty comments about MM, Foodie, they do a damned good job, a heck of a sight better than ISPs in the UK or Australia. We are lucky to have MM here, just sometimes a bit of patience is required, not unwarranted abuse.

Keithcaley · Post by **Keithcaley** » Tue 23 Jun 2015 8:39 pm

I've only just seen this thread,

and, living in Alsancak have experienced the same problems.

I do think that it is insulting for someone with (obviously ) no knowledge of the issues involved to accuse the ISP of lying...

BOERBOEL · Post by **BOERBOEL** » Tue 23 Jun 2015 8:46 pm

Try Nethouse..

kbasat · Post by **kbasat** » Tue 23 Jun 2015 9:29 pm

Yes, this post is really insulting, wrong and unfair to say the least.

We do not owe anybody any lies, if you really believe we are lying to you, just come in to our office and cancel your account and ask for a refund.

We are always here for our customers who appreciate what we are doing for them under difficult circumstances and trust us in the way that we always try our best to provide good service.

Customers may question our level of service, be not happy with problems, complain about anything and everything related to our SERVICE. However, our HONESTY is not up for debate.

Anybody who questions honesty and good will of Multimax in providing good service in this country should take their business elsewhere. Not everyone deserves a Multimax connection.

For those who are interested, Multimax have multiple redundancies in place for various scenarios, invested and installed at MMs's discretion so that customers feel only a fraction of the issues that occurs in the background.

More than 90% of the problems we are experiencing that affects customers, either are extended power cuts or power cuts at key locations such as the Telekom building in Lapta AND TTnet related issues.

We work so hard to build robust systems. We work so hard to build mechanisms so that customers are always kept in the loop with problems...

We do all that and then called being 'not honest' when we actually tell customers exactly whats happening. This is really really annoying because it makes you realize that there is actually nothing you can do to make this customer happy, other than maybe actually lying to the customer of the exact cause of the problem, which is what we were accused of doing when we actually werent in the first place... A perfect example of a catch 22 situation.

I will never be a good salesman because I do not believe 'customer is always right' or 'you have to be always nice to customers no matter what they say/call you'. What I support is, there needs to be a certain level of understanding and trust between parties when conducting business. If you dont trust me and you call me a liar on the first chance you got with no evidence whatsoever and you take this false information public, than you yourself become the liar in public eye, and mine.

I apologize if I seem to be coming too harsh, but my honesty is not up for debate on a public forum.

cambridge · Post by **cambridge** » Tue 23 Jun 2015 9:49 pm

Well said MM. have never doubted MM's honesty.. If some of the customers had to endure the problems we had 10+ years ago then they would realise how well off they are now.

karmels · Post by **karmels** » Tue 23 Jun 2015 9:51 pm

well said and well put Kamal.

silverfir · Post by **silverfir** » Tue 23 Jun 2015 10:50 pm

I àm with extend. No prolems. nuff said

namps · Post by **namps** » Wed 24 Jun 2015 5:20 am

Friends of ours live at karsiyaka and are with a different company. They experienced the same problem and were also told it was a problem with Telekom

tomsteel · Post by **tomsteel** » Wed 24 Jun 2015 5:31 am

foodie, you are entitled to express your opinion. However, you have maligned an honest and well-meaning company. Suggest you apologise and change your provider.

muffin · Post by **muffin** » Wed 24 Jun 2015 5:59 am

Was in Creditwest Bank Tuesday about 2pm and they were complaining about the slow internet speed ( kept freezing) so obviously it was a general problem involving TTnet. People have a "gut" reaction and are far too quick to lay the blame on MM,who always go out of their way to resolve problems when they can. If the problem is not with their local systems then things are not so simple to resolve

WotNoDeeds · Post by **WotNoDeeds** » Wed 24 Jun 2015 7:03 am

I wonder what the internet will be like in a few years time when all the massive building projects all over the TRNC come online??

Lets hope the service providers here can invest enough money in their systems to cope with all the demand ? ?

http://www.sevenforums.com/network-shar ... -slow.html

PapaBravo · Post by **PapaBravo** » Wed 24 Jun 2015 8:35 am

I am very satisfied with the service provided by MM, so am delighted at the positive response to the original post.

davedee · Post by **davedee** » Wed 24 Jun 2015 8:44 am

Joined Multimax recently with freedom package, well why did I not do it sooner, I can only compare the connection with Turkcell dongle , however I can say this is without doubt the most professional company I have ever dealt with in TRNC, and very patient with a loony like me when it comes to technical jargon.

kbasat · Post by **kbasat** » Wed 24 Jun 2015 9:06 am

WotNoDeeds wrote:I wonder what the internet will be like in a few years time when all the massive building projects all over the TRNC come online??
Lets hope the service providers here can invest enough money in their systems to cope with all the demand ? ?

Multimax has already invested millions on its current infrastructure. The budget for just network improvements in 2015 is 1Million Turkish Lira.

Floradora · Post by **Floradora** » Wed 24 Jun 2015 4:34 pm

I can say MM is the most stable ISP we have ever had even within the UK.
Try and get an honest response to a problem with Virgin Media or a fast repair. I should know I used to work for them!

Well done and keep up the good work

sammydavis · Post by **sammydavis** » Thu 25 Jun 2015 10:28 am

We have been with XRealnet (Alsancak) or over 2 yrs now and they do not appear to have the same amount of probs. as MM.

Ragged Robin · Post by **Ragged Robin** » Thu 25 Jun 2015 2:27 pm

Although it is slightly off topic, and with all due respect to Multimax I thank watnodeeds has raised a very important point. A lot of people are concerned about the effect the current large scale increase in development will have on the infrstructure (as well as culture, environment etc.) of N. Cyprus - and these days like it or not internet is an essential part of the infrastructure.

Despite Mutlimax/'s planned financial investment, and bearing in mind other factors such as electricity and physical connections, to Turkey I wonder if any of the ISPs are really going to be able to keep up.

Also sometimes bigger is not really better, and I believe the main reason for the fact Multimax (despite the occasional glitz) is general popular with its customers is the personal touch and the fact that the "bosses" are prepared to go public and explain problems, and also to investigate individual complaints. I wonder if it will be humanly possible to keep this up with a larger (and possibly more commercial and less individual) customer base?

tomsteel · Post by **tomsteel** » Thu 25 Jun 2015 3:46 pm

Ragged Robin whilst I do not know if you are a MM customer, I am. The reason MM, " is generally ------------" extends beyond the fact its "-personal touch-----". It is the best server in the TRNC by miles and others comparing it to UK, Australia et al all comment on that fact. The question as to what in the future - who knows? Maybe the TRNC will have a modern electrical supply independent of Turkey,solar power may be introduced on a commercial basis, fibre optics may be outdated by other technology, internet may be provided via unknown technology, the unification of both states may offer unlimited opportunities etc, etc. We are, however, in the hear and now and MM is the best server in my opinion and those of many other customers.

mrsgee · Post by **mrsgee** » Thu 25 Jun 2015 5:14 pm

Here here Tomsteel.....I am a customer, and for me they provide excellent service, and understand the importance of customer service, which unfortunately most businesses over here do not. I have no issues at all with MM.

Ragged Robin · Post by **Ragged Robin** » Thu 25 Jun 2015 5:47 pm

Hold on there. Read my post : I was NOT "knocking" Multimax: I was just wondering if , with the best will in the world, they would be able to maintain their current level of service if they were compelled by circumstances beyond their control to extend their client base significantly and change its nature.

All sorts of things could happen in the future, but these buildings are going up here and now, and surely they will not all be left unoccupied!

kbasat · Post by **kbasat** » Fri 26 Jun 2015 12:30 am

Ragged Robin wrote:Also sometimes bigger is not really better, and I believe the main reason for the fact Multimax (despite the occasional glitz) is general popular with its customers is the personal touch and the fact that the "bosses" are prepared to go public and explain problems, and also to investigate individual complaints. I wonder if it will be humanly possible to keep this up with a larger (and possibly more commercial and less individual) customer base?

Multimax is currently 3rd biggest ISP islandwide, and we do not even provide islandwide connectivity (only Kyrenia and Lefkosa). The 2 providers who are bigger than us have islandwide coverage. Multimax is already the biggest ISP in Kyrenia region. We currently serve thousands of customers. If we havent already lost the 'personal touch' than it means we are not going to lose it (thanks for the compliment btw)

When we started 4 years ago, 1Mbit connections were the norm. We started with offering 3, 5 and 10Mbit connections. It was not revolutionary but it was a big improvement over the competition.

As we get more customers, we were able to invest more and buy better equipment, and we started offering more speeds to customers during off-peak hours.

As we get even more customers, we were able to invest even more and buy even better equipment and we soon started offering upto 15mbit and upto 20mbit packages, nothing on the market even came close...

As we get even more customers, we were able to invest even more than before with installing even better than before quipment, and soon, we started offering Gold and Platinum packages, where there was NO speed limits and no limits of any kind for 16 hours a day with generous traffic management policy during peak hours. We now have customers who get more than 40mbits and more than half of our customers receive 20mbit or better on a regular basis.

Can you guess what would happen if we get even more customers?

Cheers.

tomsteel · Post by **tomsteel** » Fri 26 Jun 2015 6:15 am

Nobody suggested you were knocking MM. What the future holds is anybody's guess. As for occupancy of future buildings. If the current situation of partially completed complexes continues as it is, there will be even more derelict buildings.

Ragged Robin · Post by **Ragged Robin** » Fri 26 Jun 2015 2:40 pm

There is an English saying that "mud on the farmer's boots makes the best manure" ie personal commitment by the owner makes a success of any business. Sadly I have seen many small excellent small business (not that I am suggestion Multimax is smallbut speaking comaratively) (here and in the UK) that have become "victims of their own success" and standards decline because the owner(s) weren't able to keep on eye on all areas when they expanded. I hope kbsat's optimism is justified and they are able to maintain standards with expansion.

Yes tomsteel I take your point about derelect building: but there seems to be a quite enormous amount of money being, or about to be, invested recently and surely that is not going to be allowed to waste I suspect they will rely heavily on modern technology and put a strain on the resources of that technology (and other infrastructure) - particularly in a country with the inherent (if unfair) disadvantages of the TRNC. I am also afraid that the cost of providing these resources will raise the cost of living for the less affluent, both indigenous and expat. Not everyone has the sense and integrity of Multimax (that is a compliment too,, btw) to reinvest in providing a better service.

elizabeth · Post by **elizabeth** » Fri 26 Jun 2015 7:30 pm

Internet is absolute crap tonight, speed test showing 0.45, what a waste of time. Online help offline after waiting for over five minutes, come on MM you can do better than this.

kbasat · Post by **kbasat** » Fri 26 Jun 2015 8:54 pm

elizabeth wrote:Internet is absolute crap tonight, speed test showing 0.45, what a waste of time. Online help offline after waiting for over five minutes, come on MM you can do better than this.

We have already done better, our phone support is operational till 11pm (0548 888 6629). You can also login to your account on our website and fill out a support ticket. You can also send an email to info@multimaxcyprus.com. Have you tried any of those? What was the response?

Have you tried power-cycling? http://www.pcworld.com/article/155256/A ... low_I.html

Kemal

Keithcaley · Post by **Keithcaley** » Sat 27 Jun 2015 6:03 am

Kemal, you forgot to add (although it has been mentioned here many times) that, in addition to 'power cycling' the modem / router, in the case of Wireless Internet delivery such as we have here, one should also disconnect the power adaptor which feeds the 'receiving dish'. (I suspect that the receiving dish effectively incorporates the 'modem', but I think that a lot of people might not pick up on that...).

Elizabeth, in case you haven't seen the previous posts on this subject, here's the 'rationale' regarding 'power cycling' the receiving dish: -

In the event of an extended power cut at your 'designated internet base station', when the available back-up power is exhausted, and the station powers down, your receiving dish will detect the absence of a signal, and will start scanning to see what signals are available (rather like your laptop / pad / 'phone will do when it's looking for a WiFi signal).

When / if it finds a usable signal, it will attempt to connect, and if it's successful, you will have an internet connection again.

There is snag though!

Multimax have various base stations dotted around, with their aerials aimed at specific groups of dwellings / businesses, in order to specifically supply those buildings with a good, strong signal. If your dish latches on to a base station other than the one that it is intended to do, as in the above scenario, then it will receive less than an optimum signal - in fact it may be barely enough to send emails, let alone 'surf the web' or watch telly.

You may be entirely unaware of the base station problems, being on a different power supply feed or a different 'phase' - and indeed, the same thing can happen due to a temporary fault at the base station, but the end result is the same. As long as your modem is powered up and receiving a signal, albeit a weak one, it will stay connected.

The only way to 'trigger' it into seeking a stronger signal is to remove the power, count to ten, kick it, (only joking) and reconnect the power. If all is now well at 'your' base station, then hey presto! - Normal Service will be resumed

There are other issues of course, but basically the idea is that 'forcing' your dish to re-establish a connection with the base station can often clear up any problems that have developed.

Hope this helps!

elizabeth · Post by **elizabeth** » Sat 27 Jun 2015 8:21 am

Kemal/Keith
I don't need patronising nor do I need a lecture, I had been though a horrible day, my wedding ring has been stolen by a tradesman who came into my home to do some work, I'd had police here, given statements etc, and all I wanted to do was to Skype my children in the UK and the internet was too slow.
It's getting like Guidos used to be, God help anyone who says a wrong word.

Dalartokat · Post by **Dalartokat** » Sat 27 Jun 2015 9:08 am

Recipe for dealing with anger and frustration: set the kitchen timer for twenty minutes, cry, rant, and rave, and at the sound of the bell, simmer down and go about business as usual.

Quote by Phyllis Diller

Hector · Post by **Hector** » Sat 27 Jun 2015 10:45 am

elizabeth
Yep, that was a horrible challenging day for you and I can understand your frustration at not being able to skype your family. I truly hope you get your ring back.

elizabeth · Post by **elizabeth** » Sat 27 Jun 2015 11:29 am

Hector wrote:elizabeth
Yep, that was a horrible challenging day for you and I can understand your frustration at not being able to skype your family. I truly hope you get your ring back.

Thank you for that, I don't hold out much hope of getting my ring back though, I suppose looking at what is happening in the world just now it's not so important but after 48 year of marriage I was quite attached to it

Keithcaley · Post by **Keithcaley** » Sat 27 Jun 2015 1:36 pm

elizabeth wrote:Kemal/Keith
I don't need patronising nor do I need a lecture...

Well, I will certainly make a point of never spending another 20 minutes trying to help you understand the vagaries of the internet in TRNC - or anything else for that matter!

Your frustration and 'Challenging day' does not entitle you to take it out on others.

I suggest that you take Dalartokat's advice - or did you consider that to be patronising, also?

kbasat · Post by **kbasat** » Sat 27 Jun 2015 1:43 pm

elizabeth wrote:..come on MM you can do better than this.

elizabeth wrote:Kemal/Keith
I don't need patronising nor do I need a lecture,...

Imagine your car breaks down and you are at the side of the road, instead of calling your mechanic and seek assistance, you just sit there and then you blame your mechanic and complain that 'your mechanic should do better'...

And when 2 people come along and try to assist you with what you should have done, so that you wouldnt have suffered as you did, you turn around and complain again?

Whats the point in all of this? I dont get it. You dont want to be offered solutions to your problem? You only want to complain about the problem, have a go at your supplier but refuse the help they offer?

I am sorry about your ring, and also sorry about your non-constructive attitude.

Kemal

Ragged Robin · Post by **Ragged Robin** » Sat 27 Jun 2015 2:36 pm

Keith/Kemal:

And others who give advice to to us internetphobiacs. Please dont let one incident deter you from your usual helpfulness - most of us really appreciate it - even if we dont show it.

This lady is really very upset and I can understand how she feels as I too have lost irreplaceable jewellry with sentimental attachment, and I also get frustrated when a piece of equipment I dont understand fails for some reason I dont understand

elizabeth · Post by **elizabeth** » Sat 27 Jun 2015 3:44 pm

My last word on this. If I've offended anyone I'm sorry but I'm only human and being unable to use Skype after the day I'd had was just the straw that broke the camels back.

PoshinDevon · Post by **PoshinDevon** » Sat 27 Jun 2015 7:14 pm

Hi all.....

I will lock this topic now as I believe we have taken itbas far as we can.

Thanks to all who have offered an input or advice.

Sorry to elizabeth for loss of her wedding ring.......but I am sure you will understand that people were not aware of your "bad day" and were only trying to help. The advice of taking a bit of time out before replying is good and I am sure we have all been guilty of responding to an email/topic to quickly and in hindsight probably wished we had waited a while before responding.

I am sure the topic of the internet will come up again.........so for now this thread is closed.

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