Kibkom North Cyprus Forum

Anyone else having problems, speed is down to 1.46 all evening and tonight. They usually send out a text if they are doing maintenance.

8.14 and 4.96 in town

Ran two speed tests
First just over two, second just over three.
Internet performance has bee poor all day!

Yep Rubbish, tried to use Skype tonight.....a carrier pigeon would have been better...dont know what is going on...

Just ran a test for our Multimax connection @ 01:50 Friday morning....
Ping 30ms
Download Speed 34.88Mbps
Upload speed 4.18Mbps

See result...

http://www.speedtest.net/my-result/3820904170

Was very slow earlier, OK for now.

Its now Friday 9am and gone up to 4.96 Download and 0.20 Upload, which is certainly an improvement from yesterday evening.

Speedtest @ 10:00 am Friday

Ping 11ms
Download Speed 4.73Mbps
Upload speed 3.07Mbps



See result...

http://www.speedtest.net/my-result/3821517828

Could not even get the speed test last night.

But 14.21 this morning.

Foodie, I tried 3 times before I could do it last night. Am going to try and get hold of them this morning because speeds are going right down again (10.45am)

I pay for a 10 Mb package, since I have found out if you go over your download limit your speed is cut by 50% and if you continue to go over its cut again, not a happy bunny.

Multimax has sent out an email on Friday apologising for the problems saying

A Letter From The Multimax
We have discovered recently that some customers are experiencing issues with their connection during peak times in the Girne region (north of the mountains). The symptoms of this problem include slow connection speeds and less than ideal Internet experience especially between 7pm-11pm

We are aware of the problem and the exact cause and we are already working to get this issue rectified as quickly as possible and see peak times speeds in these areas restored to their typical

levels.

We would like to apologise to those customers affected for this reduced service level during peak times and thank them for their understanding whilst we seek to rectify the issue.

If you are unsure if you are being affected by this issue or some other issue then contact us at

info@multimaxcyprus.com"

I appreciate being informed although I don't appreciate the poor internet service across the weekend and TV was unwatchable. The 11pm isn't right as the loss of speed continues after that.

Is there an alternative internet provider though?

Sunday October 12th 2pm. Download speed 0.72 upload speed 0.14 and readings have been similar to these for the past week/10 days despite daily complaints to Multimax by e.mail and phone. We have not had the courtesy of a letter of explanation - just automated acknowledgments and silence! Not good enough and surely we must be offered some form of compensation for this complete lack of service.

Hopefully Multimax will be delivering a better speed tonight than we had last night, at present I am unable to do a speed test due to the page being unavailable on the website

Current service (Sunday afternoon) is appalling. Does not bode well for watching TV tonight. Is there an alternative internet provider so I can at least 'vote with my feet'?

So why no statement on here about the issues ?
This is a good platform to explain what is going on but we have the same issues in the UK when the system is working ok they boast about how good they are but when things are poor ....... silence

turtle wrote:So why no statement on here about the issues ?
This is a good platform to explain what is going on but we have the same issues in the UK when the system is working ok they boast about how good they are but when things are poor ....... silence

We sent an email to all potentially affected customers, so I do feel the accusation of 'silence' is a little harsh. If you did not get the email then you need to check your spam mail folder and if you still can not find it then you need to contact us at Multimax so we can check if we have a correct and current email for you.

As for responding here, firstly I think it is only fair to point out that Multimax is the only internet company in North Cyprus that posts on these forums directly, myself and Kemal have a long history of posting here, partly to inform customers as best we can and also to just help people with general questions not directly related to the MM service but as participating members of the forum community. No other internet provider in North Cyprus does this.

The truth is this is not an ideal platform for communication between Multimax customers and Multimax employees. Firstly it is used by only a small subset of our customer base. Secondly it often leads to confusion. There are many different 'symptoms' that are invariably described as the same generic problem and there are 100's of possible causes. Almost always when people post here asking 'are others having problems' this does nothing to help either those customers or Multimax. For example in this thread with one poster that I happened to know who they were I was able to check their connection and actually a simple reboot of their device on their roof (which they could have done themselves) solved the issue in their case but instead they did not do this having been convinced that they were suffering some 'general' issue when in fact they just were not. That is just one example of how misleading such communication on here can be. Another example from this very thread is 'Carbotec's' post about us 'cutting speeds' if you go over your 'download limit'. This post is in fact full of inaccuracies and partial information that does not help anyone in truth. We do operate a traffic management policy and we are open about this and can and do provide the specific details of this to those customer that request it or are affected by it, which is around 15% of customers, the vast majority are never affected by it at all. Finally the anonymity of this forum limits its usefulness as a medium of communication. It is extremely frustrating for me to see posts from customer where I could potentially check their connection and issue but have no means of doing so because the name they use here and in their profile does not match those used to register their Multimax account. For all these reasons then this forum is a far from ideal medium for communication with customers, individually or on mass.

We do have an ongoing general issue potentially affecting customers north of the mountains and we have email customers about this and we are working to get the issue rectified as quickly as we can.

In some ways this thread is a testament to how much Multimax has 'moved the goal posts' in terms of internet provision in North Cyprus since it's arrival. For example we have a poster posting a 'sad face' because they are 'only' getting a speed of '4.73Mbs' and had got in the small hours a speed of '34.88Mbps'. The fact is before Multimax came around no provider was offering speeds in excess of 4mbs. Even today Nethouse Networks normal 2mbs service is the same annual price as our 'up to 20mbs'. With this nethouse networks connection you will never get more than 2mbs, yet it does feel that someone paying no more than this Nethouse Networks connection costs , who get on occasions 17 times more speed for the same money is unhappy when they are 'only' getting over 2 times the speed they would get with a competitor. As a member of the Multimax team I am both proud and frustrated at this. Proud that we have raised peoples expectations to such a degree that they now consider speeds that were not even available before Multimax appeared and that are twice the maximum that our competitors offer at the same price as 'slow'. And frustrated as well in that it does feel at times that this reality is not always appreciated by some of our customers.

Erol.
Thank you very much for the indepth reply.
I recieved a email telling me of the problems Multimax were having.
I replied by email saying my conection had been very low for quite a number of days.
I then recieved a email from the Multimax office stating the problems has been sorted.
This has not been the case, I have been unable to watch tv over the weekend without buffering.
Twice daily speed checks show a down load at 1.79 and a upload of 0.76 these speeds change throughout the day but never get higher.
I did call the office a couple of weeks ago before the students returned from Bayram holidays and the problem was fixed for a couple of days, now they are back ( the students ) the speed has dropped by more than half.
I only live 300 mtrs from your office.
I think people who pay for UP TO 15 meg should at least get half of this speed ??
To finish with I opened a case on your web page and I have not had a responce, what are we to do to get good service.

erol > "Even today Nethouse Networks normal 2mbs service is the same annual price as our 'up to 20mbs'"

That's as maybe, but! Nethouse 2mbs actually provide 2mbs. They could claim "up to 200mbs" but they don't. I swapped to multimax after about 7 years with NN, mainly due to the advertised "up to 15mbs". Can't say the improvement, if any, is noticeable but NN customer service is better, imo. Contract due for renewal in December, most likely will stay with MM as they seem most likely to improve.

T
Getting about 35mbs today, but I am in Yorkshire for two weeks

karmels wrote: I recieved a email telling me of the problems Multimax were having.
I replied by email saying my conection had been very low for quite a number of days.
I then recieved a email from the Multimax office stating the problems has been sorted.

Ok This is strange. I can find no record of your reply to our email or a reply to your reply telling you the problems were fixed. Having said that I am at home as it is Sunday evening so I do not have the same full access to our systems I would have from work but I should be able to see these things, so I will investigate as soon as I am able to try and work out what is going on here. What I can see on the system is a report from February this year of slow speeds, which was dealt with and another in February with regards to setting up the VPN, again which was dealt with. The one in march inquiring on behalf of a friend about using the free MM VPN with a smart TV, again which was dealt with. Other than these the only query I can see currently from you is the one that follows.

karmels wrote:To finish with I opened a case on your web page and I have not had a responce, what are we to do to get good service.

This I can see and from what I can see it was posted on Friday around 17:13. Ideally we would have got back to you on the half day Saturday the office is open, but due to the volume of requests comming in because of the general problems we are having this did not happen in this case. You will be contacted (and would have been) on Monday as we work through the open tickets as quickly as we can. I am not sure yet why I can not see your eply to our email and our reply to that reply but with all due respect I do not think not having had yet a response to a query posted after 5pm on a Friday for a service that costs less than £4 a week (at current exchanges rates) is indicative of 'poor service'. However this kind of reply by me is exactly why a forum like this is not a suitable medium for such communications, as I am aware that saying this in plain text without any nuance, can easily be interpreted in ways I do not intend. You are the customer and we are committed to trying to offer the best service we can to all our customers.

karmels wrote:Twice daily speed checks show a down load at 1.79 and a upload of 0.76 these speeds change throughout the day but never get higher.
I did call the office a couple of weeks ago before the students returned from Bayram holidays and the problem was fixed for a couple of days, now they are back ( the students ) the speed has dropped by more than half.

I understand that you believe that your slow speeds are related to the arrival of 'students' but from the limited testing I have been able to do from home on a Sunday evening this would not seem to be the cause at all. It does seem to me that there is a specific issues with your connection specifically most probably due to the device on your roof having moved to some degree resulting in a loss of signal quality. This is not a definitive diagnosis but is the mostly likely cause given what I can see from here. I will investigate further from next week an be in touch with you directly.

karmels wrote:I think people who pay for UP TO 15 meg should at least get half of this speed ??

See my next reply.

KWAKERT4 wrote:erol > "Even today Nethouse Networks normal 2mbs service is the same annual price as our 'up to 20mbs'"

That's as maybe, but! Nethouse 2mbs actually provide 2mbs. They could claim "up to 200mbs" but they don't. I swapped to multimax after about 7 years with NN, mainly due to the advertised "up to 15mbs". Can't say the improvement, if any, is noticeable but NN customer service is better, imo. Contract due for renewal in December, most likely will stay with MM as they seem most likely to improve.

The point is the nethouse networks connection will never go faster than 2mbs. Even when there is loads of spare capacity on their networks , sitting there unused in off peak periods they will still limit you to 2mbs. This is the very essence of the Multimax difference. We do not limit everyone to a lowest common denominator. We try to allow people to run as fast as they can, most especially when the network is not under peak loads. This does mean that the variation in speeds one customer sees to another, on the same package, can be large as well as variation an individual customer see on their own connection at different times. It is because we are trying to push the boundaries of the real actual speeds customers receive. In this very thread itself we have an example of a customer seeing speeds as high as 35mbs and as 'low' as 4.73mbs. Yes we could just do the same as NN and offer a connection that would never go any faster than 2mbs and charge NN prices -5% but that is not the philosophy behind Multimax. It has not been set up simply and solely as a means to make profit by offering internet access. It has ambitions beyond just this and at its core it is driven by someone who is as much an internet 'user' as they are an entrepreneur and business person. As a company it is seeking to push the boundaries of actual delivered speed at lowest possible cost. This is why I personally choose to work for Multimax and why I choose to spend my own personal time writing these replies. If they were just NN -5% then I would not be working for them and I would not be spending my time making this kind of post on a Sunday evening at 11pm.

So I would like to ask you , how do you think we should market our service ? This is a genuine question and is the subject of ongoing debate internally. Using a 'headline' figure as we currently do of 'up to' 15 and 'up to' 20 is not ideal but what other options are there ? We deliver more speed at the same and less cost to over 95% of our customers 95% of the time vs our competitors. We back this up we a no quibble money back guarantee (on any unused portion of your contract). We have some customers at the extreme ends of the range, who because of specific location and other factors may never see speeds much higher than 4 or 5mbs and we have others at the other end of the range, on the same package, who consistently see speeds of 15, 20 and even as high as 35. All of them (95%+) are getting more than they would from our competitors for similar or lower cost but some are getting vastly more where as others get 'only' double. So how would YOU market such a service KWAKERT4 ? We have and still are considering renaming the 'upto 15mbs' package 'Silver' and the 'upto 20mbs' package 'Gold'. Do you think that would be a better way to market the packages ?

Erol.
this is the ticket number I sent to Mulyimax.

Ticket ID: XRC-734-50249
You are saying I have not contacted your company. I also keep recordsI have a copy of your reply saying every thing is sorted??

sorry Eeol.
This is the link Multimax sent to me after the ticket was posted.

ou can check the status of or reply to this ticket online at: http://www.mmcyp.com/crm/index.php?/Tic ... -734-50249

karmels wrote:Erol.
this is the ticket number I sent to Mulyimax.

Ticket ID: XRC-734-50249
You are saying I have not contacted your company. I also keep recordsI have a copy of your reply saying every thing is sorted??

This is exactly why this forum is not a suitable means for such communications. I am absolutely NOT saying you did not send an email and we did not send a reply to that. I am saying I can not currently, from home on a Sunday evening, find said communication. When I look up the ticket number you have posted above I see the one communication I could find that is timed and dated on the system as being Friday 17.13. I have yet to find the reply you sent to our newsletter or our reply to that reply. I need to work out WHY I can not see those and I intend to do that as soon as I can. From what I CAN currently see you reported an issue on Friday at 17.13 and we have yet to get back to you and for that I appologise.

I forgot to mention I had no VPN trouble. Sorry for mistyping your name.

karmels wrote:sorry Eeol.
This is the link Multimax sent to me after the ticket was posted.

ou can check the status of or reply to this ticket online at: http://www.mmcyp.com/crm/index.php?/Tic ... -734-50249

Ok this is making a bit more sense. You got our general 'newsletter' email. You posted a ticket on friday at 17.13 saying you were having problems. We sent an automated email reply to that ticket that was the link you posted above, which actually is confusing and should not have been sent and which I thought had been stopped but clearly has not been. The link referred to VPN issue back in Jan of this year that had been 'fixed', which you mistakenly thought was us saying the general issues in the newsletter post had been fixed. This makes a bit more sense now relative to what I can see.

What is still puzzling me is you said you sent an email reply to our newsletter , before and in addition to the ticket you raised. I still can not trace this reply and this is still concerning me. I will contact you next week and see if we can work our where this went.

Hi Erol, Just to let you know we're having problems like everyone else - but for some reason I couldn't get on to the website, it didn't recognise my email address for some reason - so just to let you know we didn't get an email, and we're in the Alagadi area. Know you do all you can to rectify the problems and look forward to the superb service we usually get!

Erol,
what most people do not understand is that the more people using your service at peak times the slower the connection, ours was perfect until the English match started then it just buffered all the time, but I do not complain too much as I understand that nearly everyone using your system would be trying to watch the match, the same happens where I work in Kazkahstan, you are supplying a good service

jimm.
If you read my post I refare to the return of students in my area, we have loads living in flats all around us.
Erol stated this would not efect our internet conection, but it does and it is noticeable when they are not here.

Erol there has been a mistake on my part, I said email but now I think it was the reply via a linlk to Multimax.

Why can't I do a speed test, each time I try it just says page not found ?????

Elizabeth.
Click on this link, it is the same speed test that Multimax use.

http://www.speedtest.net/

karmels wrote:Elizabeth.
Click on this link, it is the same speed test that Multimax use.

http://www.speedtest.net/

This is one of the reasons exactly why trying to provide any sensible information on public forums is futile. Although we do use the same speedtest tool provided by the parent company of speedtest.net, Ookla. Our test provides reliable results between the customers connections and our servers in our main Network Operations Center, whereas any tests being done on speedtest.net tests connection speed between customer and some random server registered on speedtest.net system, and these are rarely owned and controlled by speedtest.net, Ookla (and definitely not by Multimax) and results are definitely not as reliable as they are also prone to get affected by any issues on the other end.

I strongly and insistently advise anyone seeking for any assistance to contact us directly to get personalized attention and support. We have many channels that enables you to contact us including; 1) Creating a support ticket through our website http://www.mmcyp.com , 2) sending an email to info@multimaxcyprus.com, 3) Use live chat feature on our website , 4) call our support line 0548 888 6629, use our facebook page http://www.facebook.com/mmcyp

Multimax is already going through big transitions in regard to service levels and customer satisfaction. Moving our company headquarters to Kyrenia was a painstaking job on its own, and we are already settling and concentrating on further improvements. Some unforeseeable problems we are facing that unfortunately cannot be fixed with 2 clicks of a mouse and certain problems happening coincidentally one after the other obviously does not help but this does not mean that we are not on top of things or gave up.

We like to thank all our customers for their continued support, and know that we are constantly working on to make your Internet and customer relations experience a good one, on contrary to what most of us are used to on this little island.

Kemal

I wrote to Multimax support asking why the speed test facility is no longer available - ticket closed and no reply - so the system does not work as well as Kemal says it does.

I'm pleased that the internet speed markedly improved on Sunday evening and we were able to watch Strictly etc. with a lot less buffering although far from perfect. If that was due to your intervention Erol, then thank you, it is appreciated, especially when you are not at work.

The email stated that the specific problems in the Girne area are being dealt with. Is there a timescale?

Muffin/Erol

The 'Test Now' link to speed test from the English home page does appear to be broken - 'Page not found'.

However, if you go to the home page and then select Turkish language then the link correctly goes to the speed test page.

JBA wrote:Muffin/Erol

The 'Test Now' link to speed test from the English home page does appear to be broken - 'Page not found'.

However, if you go to the home page and then select Turkish language then the link correctly goes to the speed test page.

Just tried and working fine...

Just tried the speedtest.net link (17.08) and I'm getting 7.48 download & 2.11 upload. I'm in Girne.

4,37 and 2.98 Edrimit.

Only had it fitted on Thursday as I was so feed up with ADSL.

Was expecting a lot more !!!

Had a few issues in Esentepe today( signal strength ) but put it down to the storms.

Unfortunately now only getting 1.23 download & 0.38 upload in Girne. Not good for watching TV.

My speed tonight is rubbish 1.20 download and 0.67 upload so not worth using it. I called the help line but they said nothing they could do until the morning, not like a while back when they would fix it somehow and call you back, and whatever phone they are using is terrible you cant hardly hear them and it cuts you off during the conversation.
I did find it funny though when he said "enjoy your evening"to which I replied "without any tv or internet".

Erol couls I say thank you for your service. After you phoned yesterday the engineer arrivedat 09.00, he realined the box on the froof and my speed at the moment is 7.65 down and 1.94 up.
Thank you from a happy chappy.

I've never had any problems with speed in using Multimax, although admittedly I live in Alsancak. After seeing the complaints I have to say that we have had brilliant service from Multimax. If we ever have problems, we have contacted them and had things sorted out very fast. Amazing service compared to what you'd get from Telstra in Australia or some of the British ISPs. When I lived in the UK, staff would simply hang up if you took up too much time. Multimax staff have been prompt and efficient.

I remember the times before Multimax. I tried various ISPs all with promises of 4mb download speed - including the dreaded Turkcell dongle which never gave me above 1.5. Nobody gave the speed they promised, there was little or no customer service and total breaks were frequent.

When Multimax appeared I was sceptical about their pitch but I read some rave reviews on the old Cyprus44 and decided to try them. I have never regretted it. Sure, I get the odd problem, especially with the all too frequent and lengthy power cuts in Karsiyaka, but generally they give the speed they promised and usually more. For the same price I now have a 15mb connection which never fails to give the 4mb I contracted for - 4mb is enough for me, the 15mb, which admittedly is rarely manifested, is a bonus. And I never forget the magic words - "UP TO 15".

On the couple of occasions when I needed to contact them I phoned and got a prompt and effective response - far better than bitching on here.

That many of the other ISPs have lifted their game is entirely due to Multimax's presence in the market and their setting of new standards - but Multimax still lead and still have my full confidence.

Hear hear JBA, I couldn't have put it better myself, Multimax customer response has generally been excellent, they have my full support too

I'd still like to know when the problems north of the mountain i.e. Girne are going to be fixed. The internet speed is erratic and it seems poor at best in the evenings.

Murphy's Law wasn't it. Immediately after my last post my internet disappeared for 7 hours.

But at least I got a couple of SMS from Multimax informing me what was happening although it was outside their control (somebody cut a fibre optic cable belonging to Telecom).

Dreadful tonight, less than 2mb and 0.13 upload. Watching TV through Multimax impossible. All I want is the service I've paid for.

I must congratulate Multimax - as always they kept us, as users, in the loop throughout the day with what was happening with the service and again when the service was restored. Now working perfectly ... off to watch Star Trek