Kibkom North Cyprus Forum

A really boring old chestnut but no tv for last 45 mins and no internet for first 20 mins.

Same happened last night and the night before

Sick of sending complaints as nothing ever gets resolved by either company

Will you please recognize that a problem exists and please do something about it....like contacting me?

Wow.....TV just started again after 53 mins"......... A miracle

There are no general problems of Multimax. If you have contacted us, we would be able to check swiftly and get back to you.

Looks like you had NTV problem but not Multimax. We did receive some NTV complaints in the past hour, but cannot be sure as we dont have access to NTV system.

If you have used phone support 0548 888 6629, email support info@multimaxcyprus.com or online chat on our website http://www.mmcyp.com and did not get anywhere, email me with your name and details to kbasat@multimaxcyprus.com and I will check if you might have had any Internet related issues and if any, why were you not connected, why wasn't it get resolved etc etc.

Thank you,

Kemal

Robert,
just checked our records and the only time you had a Multimax related issue was actually yesterday on Feb 15th, Saturday, starting from about 18:30 that lasted approx 29 mins. It was a regional outage that affected most of Alsancak and Lapta areas. Because the problem was with our core systems in Alsancak, it could not be fixed remotely. So after the problem occurred, technical team on duty was notified. They got ready and made the physical distance to Alsancak and managed to bring everything back on a Saturday night, sorting everything and bringing systems back up under 30 mins, I would say its quite an accomplishment.

I strongly believe your claims regarding Multimax of "Sick of sending complaints as nothing ever gets resolved by either company" is not justified and wrong.

It is not a deserved comment considering you didnt even bother trying to contact Multimax first before you post this needless comment.

K.

For the record, we too had a TV drop out for at least 45 minutes in Ozankoy. I firmly believe that Multimax and NTV are "joined at the hip", However, I cannot say that Multimax was responsible for the TV interruption this evening. It is very frustrating indeed when NTV goes pear shaped when watching a decent program. Having said all that, it's the best we have, it's not perfect but good enough.

must have been an NTV problem. did a speed test and internet was fine No problems with multimax (Tatlisu area)

21.37 Sunday night. Bachelli
Web workable but not good, I think I pay for 15.0

Speed test interesting results: Best of 3...

Multimax web site test up 6.21 down 2.97

Speedtest.net to Ismir. up 1.37 down 2.61

Bottleneck somewhere ?

Draw your own conclusions.
TonyE

@elkiton,
You are not paying for 15Mbit!!!

For reference, Multimax Offers 11Mbit dedicated business connections for 480TL per MONTH and 22Mbit dedicated business connections for 870TL per MONTH. If you have a dedicated business connection from us, then you can only talk about what you are paying for in terms of speed.

What you are subscribed to is Multimax 15MbitMAX home connection, which states that your connection is upto 15Mbits.

On this package, on the busiest period(8pm-midnight), you are receiving 6.21mbits of connection speeds in Bahceli.

For this connection, you are paying 749TL per year.

None of the competition on the island does offer even any 'advertised' speeds above 4Mbits in your area, and most of them 1) are more expensive than the price you are paying for your Multimax connection 2) does not reach their advertised speeds,

So, the only conclusion that can be drawn from your data you have provided is that you are getting most service for the money that you are paying. You should be proud of yourself that you have made the best decision by joining Multimax, congratulations.

Kemal

Good morning everyone,
I know completely diddly squat about computer connections,but to add my two pennyworth.
We are with neither of these companies, but have also been having problems with buffering
during the evenings.
I have come to the conclusion that the problem may lie with ''film on'', or ''megashare'', maybe
there are just so many people using it, the service can't cope.
Could this be a valid reason Kemal ?.
I was thinking of changing companies, but after using the same one for seven years, feel a sense
of loyalty, and considering others are experiencing a similar problem.......??
If it isn't their fault, they are unable to fix it.

No problem last night with MM. NTV was a bit iffy as happens sometimes. This was the first time in ages. The catchup service was fine so I watched a few things I do not normally look at or that I had missed.

I have the "Up to 29Mps" connection and understand as happens in the rest of the world that this is a ceiling figure, what I actually get varies with demand but is always sufficient 99.9 % of the time, it is also generally better than the speed my sister gets in Suffolk with BT broadband.

MM has been and continues to be the best internet in the North of the Island, they brought competition to the market so even the non -MM customers should be happy as they would be still on a 512/1024 connection had it not been for this competition and they still lead the way. They have never rested on their laurels, I was one of the early ones to sign up, 2mps became 4mps then 5 now 20Mps with no real change in fees. They seem to continually invest in the system as the evolve and still offer more.

What do they get in return? It seems to me an awful lot of whingeing for a a few hours with a small interruption. Again to use my sister's example she had a BT fault which took 4 days to get a response and 10 to fix so cut MM some slack.

Kemal, keep up the good work

Flowerfairy >"I have come to the conclusion that the problem may lie with ''filmon "

Filmon is prone to buffering at any time, NTV less so.
I have solved the problem my own way, thus. If we are in for the evening and want to watch tv,
I connect two laptops via HDMI cables to connections 2 & 3. I put filmon on one and NTV on the other, both showing the same programme, the sound muted on both as they're never in sync. If one freezes I just change to the other via the tv remote.
Not perfect but works for me.

T

We have also had problems with NTV disappearing for the past 3 evenings and eventually coming back on. Usually shows "connection problem" at the top of the screen before going off. As there is no longer any telephone helpline all you can do is sent them an e.mail on their helpline and hope for the best. Not an ideal solution!

@flowerfairy, If you read the posts closely, you will understand that noone in here actually any problems with Multimax. Only some people who has had issues with NTV last night or have wrong expectations(like in the case of elkiton)

Even though sense of loyalty can be considered a good or noble thing, in this particular case, when you are 'sticking' with your existing connection while far superior and more cost effective services are out there, are usually actually not helping you or the market in any way. If anything, you are telling your provider that no matter what they give you in terms of speed and service quality, you will be paying them money, so you are helping them get lazy over time.

I will take it a step forward to claim that because of you and people like you on this island, you are hindering the development and advancement of Internet services on the whole of island of Cyprus. If all Internet companies realize that they have to provide you with better and better service or they will definitely lose your custom, then the Internet service situation in Cyprus would be much different.

I will take it a step even further to claim that some companies do not even deserve to be in the Internet business, they use all the wrong equipment, their business model is flawed and their know-how is nonexistent. This doesnt stop them from sticking up all kinds of antennas on rooftops, without any proper knowledge on wireless technologies, link planning or such, thus polluting the frequencies that everybody else is also using, hindering wireless performance of everybody on the island. By giving those companies your money, you are only fueling their flawed businesses, and with your loyalties, helping them to be lazy instead of pushing them to actually get better on what they do.

@elkiton
in 2010-2011 when upto 20mbit speeds were the new thing in the UK, Ofcom reports stated that the average speed of people throughout the day was only 6-7mbit. Considering you are on upto15mbit package (not 20) and you have achieved what UK people received on average on PEAK time, I would say Multimax is superior to the services delivered in the UK. another conclusion derived from your data.

http://www.bbc.co.uk/blogs/thereporters ... romis.html

http://consumers.ofcom.org.uk/2011/03/a ... sed-speed/

@KWAKERT4, sounds like an innovative system

K.

I solved the problem years ago. I have Digiturk TV, great picture all the time, no buffering or whatever else you all have, and have Multimax Internet and no problem with that either, and Kemal offers a superb service with endless patience. So many people complain about NTV buffering and programmes cutting off etc, if you don't like it then change. As we all know in life, you get what you pay for, and I believe NTV is cheap, or free to MM customers. From a person who is happy with their TV.

stellasstar1 wrote:I solved the problem years ago. I have Digiturk TV, great picture all the time, no buffering or whatever else you all have, and have Multimax Internet and no problem with that either, and Kemal offers a superb service with endless patience. So many people complain about NTV buffering and programmes cutting off etc, if you don't like it then change. As we all know in life, you get what you pay for, and I believe NTV is cheap, or free to MM customers. From a person who is happy with their TV.

I actually find NTV a little more reliable when there are storms than Digiturk, the tv choice is far better too, occasional problems with it are just the offset.

MM...I would like to see anyone even try to beat them.

I don't think I quite understand your response to my posting which was pointing out that in a speed check off the island, to a pretty reliable server on the mainland, the achieved speeds were pretty crappy, which depending on the conclusions you draw, could well point to a pipe restriction problem elsewhere and possibly not with Multimax. - So don't assume that I have a problem with you, unless you have a guilty conscience re bigging up your service?

Plus, I certainly don't have any wrong expectations about your service.

Just to put you straight, sunshine, I don't watch NTV, but I do check your service throughput several times an hour just to see what I am getting for my money, and I can assure you that (though adequate for my needs) it varies between 0.6 and 6.0 download speeds from minute to minute and will often hang I-Player on LOW BANDWIDTH settings.

No, I don't want to report a fault, it is what I have come to expect from Multimax, and I can live with it. I will still recommend you, but be aware before you treat everybody as idiots, that you are not as good as you would like people to believe.

Sorry if this is a little off topic but I wonder if Kemal can answer a question for me? Our MM subscription is up for renewal in a couple of months. Currently we have been upgraded to the 20Mb service as we were previously on the 5Mb package. Our speeds vary greatly - sometimes up to 10Mb download in the morning, averaging about 5/6Mb download during the daytime and sometimes dropping to 2mb download in the evening. So, my question is, if when we come to renew we choose to go for the cheaper 15Mb package, are our average speeds likely to drop below what we are getting at the moment? Otherwise it looks like we are going to have to pay 150tl more than last year to get the same speeds, so I hope that's not the case. Thanks for any light you can shed on this

Dumb Rita here. When the television screen in red says connection problems, is that mm or ntv? Seems to go on several times each evening, then 12.07 (midnight) for last few days, goes off completely, well after 15 min I give up then no catchup "file missing". Thanks for any information.

@elkiton,
If you believe that you are receiving 0.6mbit speed from Multimax, and you claim you 'dont have any wrong expectations about [our] service' then you do have a wrong expectations from our service.

Also, not reporting a problem, saying that you can live with it and than complaining about it on open forum without providing us any chance to fix the problem, if there is any, is simply not just.

Also, speedtest.net is composed of 'volunteer' servers to give you any idea of speeds between you and that server. They are not speedtest.net servers, and their reliability is by no means guaranteed.

Also, we are on Turkey's transit lines from Turk Telekom (not all providers in Cyprus are), which means that Multimax is bypassing all filters and restrictions imposed of Turkish Government in Turkey. Because we are bypassing most of Turkish infrastructure and exiting directly to Turkey's various European lines. This does make speedtesting to some of Turkey hosted servers slow, something that could have easily been explained to you if you asked.

Also, a speedtest result to a server BEYOND Multimax network does not mean anything. We cannot simply take on a mission and fix the whole of Internet. We are responsible for our part of the network, from your house, to our TTnet exit to the world, we can only advertise and provide certain guarantees or act upon problem for that part of the network. In N.Cyprus, there are no second option to use anything other than Turkish Telekom Internet, so if there is anything on the Internet side of things outside of Multimax network, it probably applies to all providers islandwide. For this reason I simply ignored the part where you mentioned your test result to an unknown server outside of Multimax network, because it tells nothing, shows nothing, and helps nothing.

Also, you should realize that Cyprus is like Antarctica of the Internet. Comparing to the infrastructure that exists in countries like US, UK, Germany; Cyprus has nothing but one fiber coming from Turkey to here. Imagine getting off the main highway to the normal road, taking a turn to the village road, and turning to take the dirt road into the woods and at one point it become narrow such that car will no longer be able to continue and you need to continue on foot, and after a while even that single trail begins to disappear, thats where N.Cyprus is, Internet-wise. The quality of Internet will never become as good as it is in the bigger, more populous western countries.

This does not mean however, that we cannot build a world standard infrastructure that we can be proud of as Multimax. Our network is sound, and our Internet is good enough that make it adequate for most uses. This does not mean nobody ever has any issues, but the capacity and quality of network is sound, but we constantly work on to improve upon it anyway.

Also, nobody is being treated as idiots, you said draw your own conclusions, I did and posted my conclusions.

cont...

You are encouraged to contact us if you thing you have any problems, outside of general network issues, we do not regularly monitor end users connectivity for capacity and quality. It is upto customer to contact us if they have any issues and we will look into the problem as efficiently as we can.

0548 888 6629, info@multimaxcyprus.com , online ticket or live chat on our website http://www.mmcyp.com .

Life is too stressful without a Multimax Internet connection

K.

Smiler wrote:Sorry if this is a little off topic but I wonder if Kemal can answer a question for me? Our MM subscription is up for renewal in a couple of months. Currently we have been upgraded to the 20Mb service as we were previously on the 5Mb package. Our speeds vary greatly - sometimes up to 10Mb download in the morning, averaging about 5/6Mb download during the daytime and sometimes dropping to 2mb download in the evening. So, my question is, if when we come to renew we choose to go for the cheaper 15Mb package, are our average speeds likely to drop below what we are getting at the moment? Otherwise it looks like we are going to have to pay 150tl more than last year to get the same speeds, so I hope that's not the case. Thanks for any light you can shed on this

Smiler, On a 20mb connection, getting 10mb or even 5/6 may be considered 'ok' depending on time of the day, and overall conditions but 2mb is quite a low figure which may indicate there is a problem with the connection.

Email me (kbasat@multimaxcyprus.com) your name and I will check for problems and after that, I can also tell you what you may expect from your connection 20mb vs 15mb packages.

rocking wrote:Dumb Rita here. When the television screen in red says connection problems, is that mm or ntv? Seems to go on several times each evening, then 12.07 (midnight) for last few days, goes off completely, well after 15 min I give up then no catchup "file missing". Thanks for any information.

Rita, dont blame yourself please, its the stupid NTV box who is not giving you proper explanation

Basically, 'connection problem' means the box cannot communicate with NTV servers. This can be 1) Your Multimax is Down 2) NTV Servers are down 3) You somehow managed to unplug the network cable from behind the NTV box.

As you can see, for almost any issues with your system, you will get that 'connection problem' which is not enough for identifying the reason of issue.

This is few easy steps you can take to figure out where the problem lies;

Check from computer if you have Internet, if it works it is NOT Multimax problem, if you dont have connection, contact Multimax.
2. Login to http://www.ntv.mx and see if the website works, and then login with your account and try to watch the same channel on the website you were watching on the box. If it works on website, it is most probably** NOT NTV problem. If you have no picture on the website as well, it is most probably an NTV problem, contact NTV.
3. At this point, check for all cables behind your NTV box and then try to power cycle the box, if it does not work still contact NTV.

**There are some rare issues where channels on the website may work properly but not on the STB, if you cannot figure out whats going on, contact NTV.

Hope this helps

Kemal

Thank you Kemal, I have sent you an email

Rita again. Thank you Kemal for explaining this to me, and in simple terms.

We have had MM now for 10 months, apart from a few minor niggles in the early days, we now have a reliable connection.

On the odd occasion when the speed has dropped off, after calling the help desk our speed has been corrected within a matter of minutes ( apart

from outages out of MM control). We watched TV via our relatively new laptop (18 months old) but were prone to buffering and picture failure. In

January we fitted an XBMC box, since then we have little or no buffering and excellent picture quality. It maybe that problems with buffering could be

due to "slow running" of laptops / computers. Try out an XBMC box it may solve the problem.

Thanks MM for the service you are providing.