Kibkom North Cyprus Forum

Hello Everybody,
Multimax is - once again - disturbing the current market equilibrium, for fun and profit! Our new packages are as follows:

Package 1: 15MbitMax
Upto 15Mbit download 8am - midnight
Upto 50Mbit fully unlimited receive as you are capable of bandwidth from midnight - 8am
749TL per annum. Including installation and activation.

Package 2: 20MbitMax
Upto 20Mbit download 8am - midnight
Upto 50Mbit fully unlimited receive as you are capable of bandwidth from midnight - 8am
This package is more suitable for Internet TV and other streaming needs.
999TL per annum. Including installation and activation.

Included Freebies with both packages:
Telephone Support 8am - 2am (0548 888 6629) 365 days a year
Field engineers working 7 days a week, including full day Saturday and Sundays.
Free auto-vpn for BBC iplayer
Free manual vpn for everything else
10-15 Free UK channels to watch from NTV.mx
****NEW****
Bring a friend and you get 1 Month of free Internet, so does your friend!!! Everybody wins!
You may never have to pay for Internet again (Provided that you have enough friends )
****NEW****

Now the fine print:
1. All existing customers will be upgraded to one of the above packages in the next few weeks
2. These packages are designed for home usage and are not suitable for businesses, dvd shops, internet cafes, and the like.
3. Speeds are best effort and are not guaranteed.
4. There are lots of factors that may affect your actual speeds that are not under Multimax control, such as high interference in your area or obstacles between your antenna and the most suitable basestation.
5. Although Multimax does not guarantee any speeds with these packages, we do guarantee that you will receive best performance for the price that you are paying.
6. Unconditional money back guarantee, if for whatever reason, you like to end your subscription with Multimax, we will refund you 100% of the unused portion of your account.

In short, there is nothing to lose, and so much to gain.

Kemal

When you say in the fine print "all existing customers will be upgraded to one of theses packages in the next few weeks" - how will that work ? How do exisitng customers know which one they will be upgraded to ? What about customers who currently pay monthly (which could be more expensive on their current package than the new ones you are advertising) - will they continue to pay monthly and if so how much ? You mention that the higher package is more suitable for TV and streaming - does that mean there could be viewing problems with the lower one ?
Look forward to your replies Kemal or Erol so we know what to expect/do .
Thanks

Wow KB that is fantastic! It was not that long ago I was paying package 1 prices for 512k "elsewhere".

Multimax rocks!

I've got to say Kemal, you really do work hard, and always promoting your business, plus keeping in touch with your customers. It's an excellent internet service, and in the 1 1/2 years I've had Multimax, I have never had to call anyone out with problems, it's always worked fine for me. I like the bit about bringing a friend, - good sales pitch!

Hello Kemal, when you quote installation, does this include router ? In your opinion, as quoted, do you think the second package can support an android TV box streaming "standard definition" UK TV programs even at "Peak" times.? Regards Barry

Don't know what the official view on this Barry but one thing you have to remember is that even with the highest speed internet in the world MM can only be responsible for on island speeds. Often internet connections may be slow due to slow speeds en-route. For instance when I am on Skype to my sister who is BT broadband we often cannot use video due to the speed at her end which is often or even usually worse than mine. At peak programming times Iplayer can be poor due to worldwide and domestic demand in the UK. I have even "cross checked" with the UK when I have had issues and they were having the same issues in the UK.

The speed here, even with what we have is more than sufficient and seems generally stable however the route to and from the UK is possibly troublesome at times but this is out with the control of MM.

Hope this helps

HI Kemal.
I have emailed you with ref to this offer.

@ifonly, old 1.5mbit , 2.5mbit and the new 3mbit annual packages will upgraded to 15mbits, 5mbit and upwards will be upgraded to 20mbits speeds, there will be no charge to these customers and their expiration dates will not change (even though the price they paid may be different than the current one). As before we are not going to touch the customers who has been paying monthly, they can continue to pay monthly to their existing packages.

@barrysnakes, the only thing that is not included is the home router, you can use the one you already have, or pick one up from any computer shop. Alternatively MM sells one model of TP-Link routers for 120TL. Streaming is one of the most difficult businesses, as it requires not only good speed but very good consistency. Theoretically, both packages are enough speedwise for streaming, however, we have done some minor configuration on 20mbits package to give it a bit of extra kick, hence we recommend it for streaming purposes. Jonnie is correct that, in any case, we cannot guarantee speeds beyond our network. When you go to our website, you will be able to measure your speed from your house to our Network Operations Center in Lefkosa , the point just before our Internet exit. Any problem within this part is our responsibility, once it goes out to Turkish Telekom, there is very little we can do. Although we cannot guarantee you seamless streaming experience, I can say there are a lot of customers subscribed to NTV (http://www.ntv.mx) and similar services and generally happy with reception.

@karmels, I will get back to you later today.

Kemal

Just got back from Australia-the internet system and reception in Sydney/Melbourne is just awful.

Glad to be back with MM.

How will this effect customers who currently have a package for both broadband and NTV?

muffin wrote:How will this effect customers who currently have a package for both broadband and NTV?

Customers that will be moved to 20mbits packags should always have sufficient bandwidth for NTV or other streaming services.

The biggest 'problem' we have encountered is that some Customers who has an NTV box or similar setup, turn off their TVs when they are not watching TV but 'forget' to turn off their settopbox'es. These STBs in turn keep streaming for 24hours nonstop and may cause our systems to alert for unusual/abnormal activity. By making sure to turn off your STBs when not using you can very easily avoid being flagged for abnormal usage and enjoy much faster speeds.

K.

Kamel.
Still no reply to my question.
I am a looking for a new internet provider, but you will not give me the time to reply to my questions??

Been with MM for 7 months now and have to say they have been fabulous, as always with ISP's not everything works 100% of the time, but MM's response to telephone calls and the speed at which they have dealt with any problems (even when its not their fault) is unparalleled even when comparing with large established UK ISP's when I lived in the UK. Ten out of ten from me and thank you for the advance notification

Kermals,
I did say to you that I will get back to you later today, and now, you got mail.

K.

HI Kemal.
Tried to ring the office to book Installation but could not get a reply.
Could you advise on how to go about getting the new packages fitted.

karmels wrote:HI Kemal.
Tried to ring the office to book Installation but could not get a reply.
Could you advise on how to go about getting the new packages fitted.

0548 888 6629

Thanks Kemal.
I have booked to have the 20meg installed.

Fantastic thank you!

Hi,
Well impressed with my last year with MMax, but have tried several times to find out my renewal date through your web support without success as you gave me no paperwork..... and I think I am due for another years payment in Feb 2014 ??
Don't cut me off for non-payment, just let me know how much and when you want some money !!!
05338444882.

Hi Kemal- I have contacted you in the past concerning Sadrazamkoy. Is it available there yet.

@elkiton, we send emails few days prior to renewal date as well as an sms. We are about to finalize customer control panel on our website, it should be live in the next few days. You will be able to manage a lot of things yourself via this panel, official announcement soon.

@rick bald, I have personally present while surveying Sadrazamkoy around end of summer and unfortunately it is not feasible for Multimax to expand to that area at the moment.

Great news Kemal.
From someone who has been with you since you first started out all those years ago though Ayzanet and then Extend to Multimax. Speeds and service have have improved tremendously. Sadly but not in Catalkoy today - lucky to get 1.5 Mbs download let alone 15 or 20! Will be on the help line tomorrow if it doesn't improve!

Dipkarpaz is still not on your list I suppose???

kbasat wrote:@elkiton, we send emails few days prior to renewal date as well as an sms. We are about to finalize customer control panel on our website, it should be live in the next few days. You will be able to manage a lot of things yourself via this panel, official announcement soon.

@rick bald, I have personally present while surveying Sadrazamkoy around end of summer and unfortunately it is not feasible for Multimax to expand to that area at the moment.

Thanks for your prompt reply Kemal - It looks like like I am going to have to use a company based in Tepabasi when we return to TRNC in March. I thought your New Offer was a great proposal.

Hi Kemal

That's great news but from your reply it looks like that existing monthly 4 Mbit customers will not be upgraded to the faster speed. Is that correct?

I currently pay 80TL per month which works out at 960TL pa and is therefore 211TL pa more expensive than the 749TL 15 Mbit package.

Regards

Richard

Kemal, As you may know, I have a Multimax repeater on the roof of my house in Malatya, for which you pay no rent but supply me with free internet and NTV instead. Will my internet speed be increased in line with your announcement?

Kemal.
Thank you, internet was installed yesterday and as you said it is far faster than ADSL.
We were able to watch Sky Go last night with no problems.
The only thing is the engineer was late and had to rush off and didn't show me how to get the free NTV channels.
Thanks once again Kemal.

@RickB, unfortunately, we do not have monthly payment option on our new packages. For those who had subscribed to monthly services when they existed in the early days can continue to pay monthly their existing speeds. We do encourage you to switch to one of the new packages though, the only downside being you need to pay yearly, you get faster speeds for less price. If you have a local credit card, we can divide the payment to 6 monthly installments at no interest.

@TRNCVaughan, yes

@karmels, this is usually not the norm, but as we have had one engineer out of order(sickness) for the past 5 days, we have been rushing in order to keep up with the work. Call us or email if you need any assistance.

Kemal

Hi Kemal,
I have emailed you and sent a PM.

regards

dennis

Hi Kemal,

thanks for your speedy and helpful response.

dennis

Please can you tell me when existing customers will be upgraded? I currently have 5MB and am still getting less than 3MB in the evenings. Thank you.

if you are on a 5mbit package and getting no more than 3mbit at evenings... When we upgrade you to 20mbit, you will get, well, 3mbit in the evenings... Simple logic. You need to contact customer support

Not sure I understand why you say I will still only get 3MB when you upgrade me, which is when by the way? I have contacted both customer services and yourself many times regarding this matter and was told that 3 MB was normal at times.

@judyvin:
Dropping down to 3Mbits at times, and 'I get no more than 3Mbits every single evening at all times' is 2 different things, maybe I misunderstood you.

My point is, if your antenna is somehow not capable of transmitting more than 3Mbit, it wont matter how much we set your speed on our end. We can set it to 3Mbit, 5Mbit, 20Mbit or 100Mbit, you will still be able to receive 3Mbit.

If your line does not exceed 3Mbit for extended period of time at speedtest from our website http://www.mmcyp.com , please send us an email at info@multimaxcyprus.com and we will look into it.

Upgrades are already started and we expect to finish all by end of this month.

Kemal

so the moral off the story is that if you pay monthly, and have been with mm from the beginning .EVEN THOUGH saying that it is pretty good service . YOU GET NO UP GRADE AT ALL .. !!

so the moral of the story is that if you pay monthly, Multimax is losing money on every single one of those accounts (even though the money is similar when collected over the course of the year, there are many other aspects and costs involved in managing monthly accounts, which are too long and many to discuss here), however, Multimax is still a decent company not to take away a given right and we have been allowing customer to continue paying monthly if they had already on one. This in itself the best and biggest gesture we can offer to our customers. We are sorry that you expect more from us, and we cannot handle any further burden on this.

Kemal

I have paid monthly from the start of mm and have been happy with my 3mb which has been enough for watching tv through my laptop, but over the last week the speed has been terrible and has been frustrasting even to the point that the speed test even freezes.
I just hope that I am not getting forced into upgrading by my speed being reduced as I really do not want to pay yearly, as I have been down this road before by another company that left us out of pocket, although you do seem more professional.

@solic200, it is much easier to just tell people that they need to upgrade than some shady tactics that just ruins reputaion, so no, we have not been fiddling with your connection. If you believe you have an issue, you should contact support (preferably info@multimaxcyprus.com or 0548 888 6629)

We recently upgraded. Are we impressed? absolutely not.

On three occasions we did a speed test of our new '15 Mbit' account range 0.43 to 0.93 Mbit download. Totally useless.

SO we phoned to complain ( Monday 13th Jan) and were told that an engineer would contact us. No contact so far and abysmal download speeds. i will be in tomorrow to get my money back.

This is not a service that Kib Kom should be promoting ... but of course it is a paid advert

We do not respond at all saying 'an engineer would contact you', there must be a misunderstanding again.

What did we say when you phoned us again when nobody has returned your 'expected call'?

Have you raised a ticket with your problem?

Please send me an email at kbasat@multimaxcyprus.com with your account name and ticket number (if you have one) and I will investigate the issue.

Kemal

needless to say, I have not received any emails from this customer.

I am not saying it is ok that we didnt get back to customer when we said we would (allegedly, as I am not provided even the customer's name to investigate), but while we provide multiple ways for our customers to receive support (telephone, online chat, website support ticket system, facebook, etc)...

So many times we have accepted we are not perfect, but this kind of attitude Edi is showing really takes enthusiasm out of us. We are all human beings at the end of the day, we do make mistakes, do we not deserve the benefit of the doubt to at least a second phone call to say 'you didnt call me as you promised, whats going on?'. We always like to think Multimax as a community more than a company, where we, the employees and you, the customers work together.

@Edi, I dont believe your words about our service and our company and even comments about Kibkom are justified. We however still want to help you out. If you contact us at 0548 888 6629 or info@multimaxcyprus.com or my email, or website chat or even facebook, we will look into your connection and try to get to the bottom of your problem. I believe for your sake, it is worth putting in an effort to get your 15mbit connection sorted to claim your money back and go with another provider and be stuck with 1mbit speed for the rest of the year, last bit is just my personal opinion.

Kemal

Hi Kemal

Is there any changes to your freedom packages

Jon

Something has improved, just tried the Multimax support chat line, asked test question re where and how to pay for renewing a package, got helpful answer I needed within 2 minutes.
Ran a speed test (Izmir, speedtest.net) which is my preferred test server and got ping - 50ms, download speed 13.01m, upload = 2.77.
Pretty damn good response. - Ok, ok, will try again tonight when the kids are out of school lol

Had an ongoing problem with our internet and was beginning to regret changing to multimax. However, phoned on Wednesday, got router and laptop tested in the office in Karakum, further problems still there, engineers out Thursday and problems solved. All staff pleasant, helpful, knowledgeable and very patient with us! Helps that they speak good English as well. Thank you multimax, keep up the good work. Needless to say am now happy we changed.

Msg 39 appears to me to be another malicious attack on a decent company with an ulterior motive. The vast majority of customers get great service. If you have a specific problem, use the various approaches on offer to resolve it before bleating to this forum; we are done with the 'whingers'.

Tomsteel says "Msg 39 appears to me to be another malicious attack on a decent company with an ulterior motive. The vast majority of customers get great service. If you have a specific problem, use the various approaches on offer to resolve it before bleating to this forum; we are done with the 'whingers'"

How would you know that "the vast majority of customers get great service" if not everyone posts their experiences on here. I felt exactly the same as poster 39 when I first joined MM. I was also told that an engineer would get back to me. One did, after the seventh call, although after she failed to solve the problem she did admit that she wasn't actually an engineer. I did have some dialogue, off board, with Kemal Basat. I eventually took my router and laptops to the Karakum office and have had hardly any problems since. I wouldn't have "whinged" on here if you hadn't taken it upon yourself to attack a fellow member without any knowledge of the stats. As I said, I am now quite happy with the service that MM provide but if they accept the plaudits, they should also accept the brickbats, a foundation of good business practice.

T
ps I did get help, off board, from a member, can't remember exactly who but it was either erolz or elkiton

Ref msg 46. What stats do you have to argue against my statement? There are 5 users of MM where I live - all are content. You are entitled to voice an opinion, as am I. End of!

tomsteelRef msg 46. What stats do you have to argue against my statement? There are 5 users of MM where I live - all are content. You are entitled to voice an opinion, as am I. End of!, "

In that case, so was Edi. Incidentally, I wasn't arguing against your statement, merely your reasons, or non reasons, for stating it. Most dis-satisfied customers take their complaints to the source, which is why they don't appear on here. Maybe there aren't that many anyway, unless they are aired on here, who knows?
No ISP here can be perfect, just because, at the moment, MM are the best that shouldn't mean that they can't be criticised.
if they are, then I'm sure they can handle it.

T

Just recieved a private message response from Edi, after approx 40 days

Hi Kemal, sent you a couple of emails and I know you're busy but still wondering if you could tell me whether our speeds will reduce should we renew on the lower 15Mbit package given that at best we get about 10Mbit? Thanks