Internet providors

[Loobyloo]

Anyone using an internet co. Where the speeds are relatively constant especially after 6 pm

[Keithcaley]

I'm with Multimax in Alsancak, and on the very few occasions that the speed has dipped below 4Mbps to the Multimax Kyrenia Server (apart from when we've been notified of an known issue, such as TTNET or a broken cable etc.) I have notified Multimax and they have found the cause and rectified it. If they hadn't, I would have escalated the issue further up the Management chain until it was!

As I recollect from previous posts, you're with Multimax, and based in Karsiyaka aren't you?

As you haven't given a lot of details about your current experience, it's hard to offer specific advice other than to trot out my usual mantra: -

Television programmes 'buffering' can be due to many reasons other than the Internet connection speed that you are receiving from your ISP, but if you do suspect that that is the root cause of your problem, then... While the 'fault condition' is actually apparent on your TV screen, perform the speedtest on the Multimax website, making certain that it is testing to the Multimax Server in Kyrenia, and if you get a reading of less than 4Mbps, ring Multimax there and then and explain what's happening, and what you have checked in detail. If you do not get a positive response, demand to speak to a Supervisor, and if that doesn't do any good, speak to a Manager, and if that doesn't do any good, the General Manager!

On the other hand, if your TV viewing problems are due to the BBC or ITV servers in the UK being unable to cope with demand, rather than an issue at 'this end', join the club! - I've often experienced problems trying to watch IPTV while in the UK...

[Loobyloo]

Yes Keith with them but having been having issues after 5/6pm more often than not. Speed drops to 3 download and 1 upload regularly and on occasion doesn’t register at all. I contact them they say they will monitor then the ext day they tell me my speed is good which at 9 am it usually is but that’s not when I have a problem. Yesterday evening when it happened again they to.d me I had exceeded my download limit the TV had been on for about 1hour, if you can shed any light I would be grateful, we have a platinum package

[Keithcaley]

Yes Keith with them but having been having issues after 5/6pm more often than not. Speed drops to 3 download and 1 upload regularly and on occasion doesn’t register at all. I contact them they say they will monitor then the ext day they tell me my speed is good which at 9 am it usually is but that’s not when I have a problem. Yesterday evening when it happened again they to.d me I had exceeded my download limit the TV had been on for about 1hour, if you can shed any light I would be grateful, we have a platinum package

I don't know how may 'devices' you have in your house that are capable of connecting to the internet, but is there any possibility that something else - other than your TV - is using up your bandwidth allowance?

Another thing that can use up your allowance is watching in 'HD' (High Definition) - this does use up a lot of bandwidth, very quickly!

If neither of these explanations sounds correct, then you can ask them what is actually connected / using up your allowance! If your wireless router is not Password Protected (or if the password is easily guessed), then a neighbour could be logging on to your router and using up your data allowance - perhaps that's not so likely, but it does happen...

Also, if you do ring them while the 'fault' is actually apparent, ask them to check the speed there and then - explain to them that it's OK at other times, but that you have a problem NOW, and you want 'em to check it and fix it NOW

Point out that the problem keeps recurring at around the same time of day, and that there's no point in monitoring it overnight, or in the morning! - Do be as honest and accurate as you possibly can be - don't exaggerate, it won't help them to diagnose anything, it will just put them off the scent...

If they say that everything looks OK to them, while you're still seeing the problem, suggest that they send an engineer to your premises, they can't see absolutely everything from their office desk, although some of them think that they can! If it turns out to be something that's your responsibility, specific to your location, i.e. your own equipment, on your premises, or interference from next door say, then you might get charged for a callout, but you're probably only looking at 30 to 50 TL, and from your description that doesn't sound likely...

Don't be fobbed off by them saying that they can't see anything wrong - frontline staff sometimes get to think that they are experts and that they know everything - and that just ain't so!

Good Luck

[Loobyloo]

When it starts is supper time for us so as normally cooking nothing else is actually being used at that time apart from small tv in kitchen connected to the Apple computer. For the last couple of weeks I check the speed then either phone or message them on the live link, they will agree that speed is down and tell me they will monitor it. Then phone me back in morning to tell me it’s fine at which point I usually get sharp but really to no avail. If it’s same to tonight will go and see them, used to recommend them but definitely not just now.
Thanks for your help

[jimm]

I also had that problem especially at weekends now not so bad as I have complained numerous times and they seem to have speeded up my connection

[Keithcaley]

I also had that problem especially at weekends now not so bad as I have complained numerous times and they seem to have speeded up my connection

It may well be 'not as simple as that', but don't let it stop you from complaining if your speed test to the Multimax Kyrenia Server falls much below 4Mbps - that is the Service Level below which Multimax categorise the situation as a FAULT !

[jimm]

Keith,
it seems that simple as quickly after I complain the speed has increased and stays that way for a number of days are MM slowing down certain connections thinking that they are swallows and have gone back to the UK.

[Keithcaley]

Keith,
it seems that simple as quickly after I complain the speed has increased and stays that way for a number of days are MM slowing down certain connections thinking that they are swallows and have gone back to the UK.

It doesn't work like that! - Well, not as far as I know

It just shows how easy it is to dream up elaborate scenarios to explain phenomena when you don't have any real knowledge to go on, and I don't mean that unkindly, it's just a normal human trait. All of us try to rationalise the events around us, including the actions of others by coming up with 'explanations' and motives that seem, to us, to fit the facts that we observe.

Every single Multimax subscriber (unless they are on a specific 'budget plan') is entitled to a minimum of around 4Mbps according to the information that has been published on here, so that's the yardstick that I use when advising folks. In the short term, due to the nature of the distribution system, this figure will 'bounce up and down', but that will not affect anyone's TV viewing, the 'buffer' built into most systems should be capable of storing several minutes of programme material, so as long as the average speed is in that region, all will be well.

If a connection is not actually using any data - either because there's no one at home, or because the equipment is switched off, it is not a drain on the system, so there's no 'need' to reduce the potential speed available to that connection.

If the quality of your connection has started to deteriorate after Multimax took steps to correct it, then you need to report that situation again. I'm sure that every single day, faults occur in different parts of the distribution system, ranging from actual equipment malfunctions, perished cables, bad connections etc. to misaligned dishes due to wind, interference from adjacent systems (other ISPs, neighbours, stuff in your own house, & on and on...) so it must be a constant battle to keep everything running 'up to spec'.

Even the software in your router can get 'confused', and benefit from an occasional 'reboot' - I have all my equipment connected to a Timer, so that at around 3 a.m. every morning, it switches off the power to the dish on the roof, my router, powerline adapter, and everything else! - And even then, I need to reboot things occasionally during the day...

[jimm]

Keith, I do not dream up scenarios, this thing has been happening to quite a few people I know over the last month, it is also not my equipment as I reboot it frequently, but as you seem to be all knowing you must be correct

[Keithcaley]

Keith, I do not dream up scenarios...

I was referring to the scenario that you postulated regarding the REASON -

...are MM slowing down certain connections thinking that they are swallows and have gone back to the UK

- NOT to the situation or symptoms that you are experiencing!

I have every sympathy with your problems, hence my attempts to help, although I don't claim to be infallible!

[jimm]

All in all the common denominator in this is at peak times at night time or weekends MM equipment seems not to be able to cope with the peak demand

[kbasat]

MM does not have the time or the will to monitor every customer's individual connection and 'slow' them down for no reason... This would be pretty much useless and very expensive to manage. Apart from the traffic management policy - which is an automated process-, everything else is fixed and MM neither monitor or care about what you do with your connection. Traffic management policy can be found here: https://www.mmcyp.com/en/traffic-management.php

As for 'coping up with peak times' is concerned, this is one of the most misunderstood parts of Internet Service Provision. Let me try to explain how it works in simple terms:

1. MM buys bulk DEDICATED Internet from Turk Telekom,
2. MM creates a pool and subscribe customers to this pool,
3. The total number of customers in that pool is determined by the size of the pool AND internationally accepted standards (for home users),

Home or Residential Service is like building roads, you never get your own dedicated lane from home to work, you share the same road with other cars. Roads are never build such that there is zero traffic no matter what. It is based on cost, average usage etc etc, and during peak times you get stuck in traffic.

MM does pretty much the same thing so that they can offer residential customers with Internet connections at reasonable prices. You are using internet from a pool of resources assuming not everyone will need to use the internet at the same time, however, if it happens that more people than average use internet at a given time (ie. peak hours) your connection might slow down due to heavy traffic. This is not something MM 'is not able to cope up with'. This is the exact level of service you have subscribed to and you are getting what you pay for.

If you expect your connection to never slow down, MM does offer DEDICATED packages that come with Service Level Agreement (SLA) and 24h phone support. Prices are:
6Mbit 400TL/month
11Mbit 700TL/month
22Mbit 1200 TL/month
Higher Packages are available.

K.

[Keithcaley]

Kemal, thank you for the explanation.

Could you please state clearly so that there is no misunderstanding, whether or not there is a MINIMUM level of service (that is , 'bandwidth', expressed as the result of a speedtest to the Multimax Kyrenia Server) that a Multimax customer should be entitled to expect (averaged over a short term) at all times?

I have been led to believe that that figure should be around the 4Mbps mark.

Is this correct?

If you tell me that it is not correct, then I'll stop quoting it!

Please note that I am NOT referring to connection speeds to servers in 'Foreign lands' - I realise that is outside of your control - I refer solely to speeds measured to your own Kyrenia server.

[jimm]

And what do governments do to relieve traffic congestion they widen or build more roads to ease congestion, maybe MM should install more equipment so congestion does not occur

[tomsteel]

And what do governments do to relieve traffic congestion they widen or build more roads to ease congestion, maybe MM should install more equipment so congestion does not occur

Maybe jimm you could ask the TRNC Government to apply your logic to the roads around Girne, Ozankoy, Lapta etc or to apply planning reasoning for ever-increasing construction. Soon internet speed, band width et al will be the least of the problems being encountered here.

[SussexBoy]

I have an MM Gold package with a FilmOn IP box and, like many, have been getting much buffering (especially on BBC and ITV before 4pm) despite trying to follow MM's guidance on traffic management. Speeds to our property in Esentepe are generally OK (15-20 mbps down and 2-5-3.0 mbps up) although, again like others, they sometimes fall off the cliff (3 up 0.2 down)! This is after I took my router into MM and they checked and re-set it.

My question is: I recognise that the MM Platinum package has greater speeds than the Gold package, but does it have greater bandwidth?

[Keithcaley]

...My question is: I recognise that the MM Platinum package has greater speeds than the Gold package, but does it have greater bandwidth?

As far as an end user is concerned, when downloading data from the Internet, or streaming / viewing TV programmes, etc., speed and bandwidth amount to essentially the same thing.

[SussexBoy]

So, essentially what you are saying, Keith, is that bandwidth should be better with a MM Platinum package as it is faster?

[Lodger]

Sent you a PM Lubyloo.

[Keithcaley]

So, essentially what you are saying, Keith, is that bandwidth should be better with a MM Platinum package as it is faster?

I wasn't making any comparison between the Gold and Platinum packages - both appear to offer potentially 'unlimited' off-peak speed/bandwidth (subject to availability) and the main advantage is that the Platinum package has a slightly less severe Traffic Management Policy (TMP). It may be that the Platinum has a slightly higher 'potential speed' - but that doesn't mean that you would actually 'get it'...

You would really need to speak to Multimax to find out whether the Platinum package would confer any advantage to you given your particular circumstances / projected useage.

They were certainly not over-eager to push the Platinum package onto me when I told them that I wanted to change, as I had only been affected by the TMP on one occasion - but they did agree when they realised that I knew what I was doing

[SussexBoy]

Thanks for clarification.

[kbasat]

The only difference between Gold and Platinum Packages are the traffic management during peak hours.

Both packages have 2 levels of quotas, if you hit quota number 1, your speed is reduced, if you continue heavy download and hit quota no 2, your speed it reduced even further.

This only happens between 4pm and midnight, and even if you hit any of the quotas in a given day, everything resets after midnight.

2 main difference between gold and platinum packages are:

1. it takes less usage to hit quotas on gold package. So in platinum, you are allowed to use more data/download until your speed is reduced.

2. Platinum offers higher quota speeds than gold. You theoretically should be able to watch TV even with 2 quotas down with platinum package.

All the quotas are setup quite generously though, so you are not expected to hit them with 'normal usage'.

---
As far as investing more for easing up the congestion is concerned. It is much easier said than done. As a company, we are ought to find a balance between good service and good pricing. It definitely is not worth to invest so much in the infrastructure that we would have to charge customers 5000TL per year instead of 1000TL.

Everything comes with a cost and somebody always have to pay for it. If we have 5% customers complaining about the level of service, and the amount of investment to make that 5% happy requires internet prices to be 25% higher for everybody, it would be irresponsible of us to make such a move and 'punish' 95% of our customer base.

Our decisions are always based on careful considerations of cost and effect, maximizing benefit for customers while keeping costs at reasonable levels.

There are internationally accepted standards for what we do, and it would not be possible to explain it all here, but I can say that we dont operate on impulse, every decision we make is based on science.

We cant make everybody happy. We can just try to continuously work on to hopefully provide best possible connection at the most reasonable cost to [most of]our customers.

[kbasat]

Could you please state clearly so that there is no misunderstanding, whether or not there is a MINIMUM level of service (that is , 'bandwidth', expressed as the result of a speedtest to the Multimax Kyrenia Server) that a Multimax customer should be entitled to expect (averaged over a short term) at all times?

I have been led to believe that that figure should be around the 4Mbps mark.

Is this correct?

If you tell me that it is not correct, then I'll stop quoting it!

MM service provides approx 15.00Mbps to our customer 'on average', which is 3-4 times more than the next competitor.

It is difficult to put a number on the exact speed customers should expect at any given time.

There are places north of the mountain where we even consider 10Mbps too low because we know they should be getting more in their region (we have customers coming close to 50Mbps mark)

In Kyrenia city for example where there is a lot of frequency pollution (meaning we getting interference from other providers as well), sometimes we may be forced to accept 3Mbps during peak hours as the best that is possible and inform the customer.

Overall, as an unwrtten rule, if the customer's speed is 5-6Mbps or less, we will try to make it better.

K.

[Keithcaley]

Kemal, thank you for the clarification.

Based on my experience, I would estimate that most people should find that 'watching TV' - either 'Live' or 'Catchup' in SD (Standard Definition) quality is fine with 2Mbps or more bandwidth/speed.

Watching TV at that definition should not cause difficulties due to Multimax's Traffic Management Policy (TMP), but if you do choose to watch at higher definition standards, then: -

1) You will use up your Bandwidth/Data Allowance faster, and

2) You may experience more difficulty watching programmes, because 'High Definition' (HD) TV requires up to FOUR TIMES the Speed/Bandwidth that watching in SD does...

I did realise, some time ago, that 'frequency pollution' was an issue, and that due to the limited RF frequencies available, there was the likelihood of clashes between the various ISPs who all have to use the same Band of Radio Frequencies to reach their end users - this is exacerbated by the use of domestic equipment (e.g. DECT 'phones, baby monitors, et al) which may use the same frequencies as WiFi Routers...

I would hope that provided that consumers give a clear description of problems that they are encountering with their Internet use, then as long as it is within the power of your local ISP to correct it, that they do so!

Please tell me keithcaley@yahoo.com if you can't resolve your issues by the above means.

[jimm]

Once again 10 minutes ago internet went done to under 2 Mbs called MM who said oh you are slow wil tell the technical department now a little better but still buffering must be the congestion again.

[Keithcaley]

...must be the congestion again.

...or possibly - whatever circumstance is causing this fault condition to occur

Let's hope that they find whatever it is!

[turtle]

...must be the congestion again.

...or possibly - whatever circumstance is causing this fault condition to occur

Let's hope that they find whatever it is!

I thought it was all down to TTnet ?

[jimm]

No not TTNET it was between Karsiyaka and the MM server in Kyrenia now after the tech department involvement back up and good,why every weekend and night time

[Keithcaley]

No not TTNET it was between Karsiyaka and the MM server in Kyrenia now after the tech department involvement back up and good,why every weekend and night time

That would be a very very good question to ask them - but not much good asking US

[Hammerhead]

We have had bad internet for 4 hours now ,multimax told me it was ntv so not satisfied with the response I rang again and was then told it is ttnet shock horror who'd have thought and that was after multimax told me it was ntv hahaha,gonna ave a bevvy

[Keithcaley]

We have had bad internet for 4 hours now ,multimax told me it was ntv so not satisfied with the response I rang again and was then told it is ttnet shock horror who'd have thought and that was after multimax told me it was ntv hahaha,gonna ave a bevvy

I checked my connection after reading your post, and got just over 10 Mbps to the Kyrenia server, and 7 Mbps to a London server, so it doesn't look as though TTNET are currently 'playing up', and we've had the telly on in the kitchen for a few hours - streaming movies, not live TV via NTV - so it doesn't sound to me as though TTNET have had any issues over that timeframe... We did lose the internet completely for a few minutes at one point in the afternoon, but it was 'full strength' up to that point, and the same when it came back.

If you know what time you rang, you could ask one of their supervisors to check their log, and see whether there is any actual record of a TTNET issue around then! I do have a suspicious nature, and I just wonder whether, occasionally, the 'TTNET' response is trotted out without really checking

On the basis of 'no knowledge whatsoever' (just past experience ) I am inclined to suspect NTV - have you any alternative method of accessing TV programmes other than NTV?

[Loobyloo]

MM came yesterday and fitted a new dish/aerial (sorry not sure what I should call it) anyhow last night it was stop start again phoned and told them and they are supposed to be monitoring it, apart from getting a new router I don’t know what else.

[Hammerhead]

I have been told it's ttnet and they have just sent a text to tell me that they have a ttnet problem,

[Xtreme512]

We are closing into 2020 (more things we gonna have that consume data quicker like 4K videos etc. and consider that we have families of 3-4 person each watching and surfing) and quota nonsense must be removed. You customers of MM should make it happen by speaking up requesting and even not renewing your subscription if it comes to that. I did it in Freenet (supposed to be MM in Nicosia, well unofficially if you know what I mean) I told them if they do not remove the 10Mbps limit and data caps I will terminate my account which I did in the end, and now they changed their website and have the exact same packages as MM has in Kyrenia but still quotas are active.

Whatever the reasoning they have for these quotas, they can deliver those speeds without quotas as well (or maybe fix your upper speed and do not let everyone get to reach 50Mbps, which I "now" believe is a bad practice), if you people apply just enough pressure on them.

Right now, I'm with some WISP and using a package that I had them make for me. 16Mbps Down. / 8Mbps Up (which is a bare minimum to surf web these days, especially with your family). stable and no quota. That also makes sure I get stable latency to web servers, which does improve the quality. It is not a "DEDICATED" connection and price is approx. 2000TL/year (yes a few hundred expensive but it's expected in this country as you can imagine).

Another thing that I want to address. dedicated packages should not be given to home users, let alone WISPs asking them to subscribe. They are for small businesses which you have a guaranteed bandwidth and P2P connected CPE unit (no one but you will be on the WISPs antenna on both ends).

"DEDICATED" speeds can and must be given to any home user on the home packages. It is not impossible, it just needs good equipment, infrastructure and planning. Take for example Cosmos Wireless which runs in the south (check their website and official facebook) they have videos which shows above 3 things. Please do not tell me that, "oh you don't use their service, how in the earth you know they give stable speeds?!" It's not a matter of belief or trust, they do give much better service than total of our WISPs in north.

Note: Dedicated also should not mean for much much greater and symmetrical speeds. I just hate when a technical word is misused.
---

@Keithcaley, there was no disconnection from TTNET in the last few days and no slowing down, I assure you. If that happened to you, it was MOST likely your WISP. They also need to stop blaming all things to TTNET.

@michelle: all day long, no slow downs I experienced.

One tip, you can always ask to Fixnet via facebook message if anything happened related to TTNET and they answer very well. Not all WISPs here post regarding these.

[jimm]

At the moment good speeds to MM in Kyrenia absolutely p*** poor speeds to turkey so TTNET problem as reported by MM but what happened to the discussion that all ISPs here were going to have with the Turkish authorities last month

[kbasat]

At the moment good speeds to MM in Kyrenia absolutely p*** poor speeds to turkey so TTNET problem as reported by MM but what happened to the discussion that all ISPs here were going to have with the Turkish authorities last month

elections...