Kibkom North Cyprus Forum

Is anyone else having problems with NTV reception? For the past few weeks my reception has been getting worse and worse. Quite unwatchable at times. As I write this I've just lost it completely, again
Has anyone got the set top system advertised in CT by Arriva, if so, is it any good and what channels do you get?

I have the Arriva system, works well for me. I have the 4 meg internet connection. I primarily watch Filmon.com thro' it and now they allow you to record a certain no. of hours per month for free. If you have a VPN you can watch certain UK channels direct at BBC etc., thro' the android box. Apart from Filmon I use viewtelly.com they have other channels National Geographical etc. Arriva used to offer a trial in your home, give Paul or Gwyn a call they will talk you thro' your options. It is a one off cost and then free from then on.

teatime wrote:Is anyone else having problems with NTV reception? For the past few weeks my reception has been getting worse and worse. Quite unwatchable at times. As I write this I've just lost it completely, again
Has anyone got the set top system advertised in CT by Arriva, if so, is it any good and what channels do you get?

What was the support response to your inquiry? You have a ticket number or a name you can email me at kbasat@multimaxcyprus.com and I will take a look?

Arriva 'system' is not a system at all, they sell you a box where you can use to receive TV channels among doing other things with it through 3rd party providers, like filmon or bbc iplayer. They are not the content provider themselves like the NTV and therefore the 2 products are not comparable. Arriva box saves you from having to connect your laptop to TV but does not offer any further benefits on its own.

K.

We are having the same problems,have been in contact with technical people.Had a visit a couple times from a technician.He eventually changed TP Link box.Left it for us to try,no better!!He said not sure where to go from here!!Going to have a word with the boss man.Lets see where it goes from there.Before anyone comments from NTV/MMx,yes have been in costant contact with proper channels for several weeks.

Have only been with MM since Tuesday and was locked out from NTV after two days. It says I'm not regstered but if I try to register myself, message says that I am already registered. I phoned at least 5 times yesterday to no avail, just passed from person to person but was not given a Job Number or a suggested visit from a technician. I would not usually complain via a Forum, but am getting nowhere via the office. I suppose I'll just have to start more phone calls again on Monday and then wait for someone to come to visit. Not very good for something I've had for less than a week is it?

BTW, I couldn't have been more polite to the staff over the phone and they were equally polite, they just didn't seem to be able to get their heads around what I was trying to explain. Maybe a face to face on Monday, rather than phone will be the answer.

sophie wrote:Have only been with MM since Tuesday and was locked out from NTV after two days. It says I'm not regstered but if I try to register myself, message says that I am already registered. I phoned at least 5 times yesterday to no avail, just passed from person to person but was not given a Job Number or a suggested visit from a technician. I would not usually complain via a Forum, but am getting nowhere via the office. I suppose I'll just have to start more phone calls again on Monday and then wait for someone to come to visit. Not very good for something I've had for less than a week is it?

have you emailed the official support email of ntv.mx which is info@ntv.mx <-- best way to get support for the problem you described above

have you called the NTV support number? +90 548 8440249 which is on every page of ntv website (does not have extended hours, weekend availability guarantee)

For Multimax support line, 0548 888 6629, you dont have to wait 'till monday' customer service hotline is on 365 days a year 8am-2am.

All being said, some problems are more difficult to solve than others, we are having issues sometimes especially when Multimax support channels are used for NTV related issues...

We are working on to further improve service levels and make things more clear for customers. There will be great improvements to MM support channels soon...

K.

That's good,waiting in anticipation/

I am also not happy with the service system at MM. Promised a phone call back 4 days ago, still waiting. Been visited by Kemal who sold me a new router but speed problems persist.The ticket system used for faults is a joke, you receive no response other than a confirmation. Then you are informed the the ticket will be marked closed.I have consistently asked for a refund when the speed on my contract has never been achieved, never even received the courtesy of a reply.Quite simply the signal strength will not support the number of subscribers at peak times,they are still running a campaign for even more customers. Let buyers beware, service and support from Multimax are non existent.

Have to agree kengro, I seemed to get better speeds when on the old system paying for 4mps, now on 5mps and seems worse than ever.

kengro wrote:I am also not happy with the service system at MM. Promised a phone call back 4 days ago, still waiting. Been visited by Kemal who sold me a new router but speed problems persist.The ticket system used for faults is a joke, you receive no response other than a confirmation. Then you are informed the the ticket will be marked closed.I have consistently asked for a refund when the speed on my contract has never been achieved, never even received the courtesy of a reply.Quite simply the signal strength will not support the number of subscribers at peak times,they are still running a campaign for even more customers. Let buyers beware, service and support from Multimax are non existent.

If you havent got a call back for 4 days, you will not receive one, too many reasons and excuses can be stated here but will take too long. You can always call back for an update

Kemal(that would be me) do not visit customers, and I definitely do not go around selling people new routers. It can be another MM employee but not me. If you were offered a new router as a replacement, I assume we really believe it is not a MM issue.

Ticket system is state of the art, but it is correct that it is lacking proper care for many reasons, some of them can be improved by training MM employees and some others by training MM customers. We are working on comprehensive overhaul of our support systems to address all of these issues.

If you have consistently asked for a refund and never got a reply, I like to investigate further about this, as we are one of the few companies always willing to offer refunds if customer is not happy, send me an email with your support ticket number or your name to kbasat@multimaxcyprus.com and I will get back to you.

Your 'quite simply' explanation is really quite simple and shows how much you do not know about these systems, obviously oversubscription can be 'an' issue if not addressed, it is not the case with MM.

Multimax runs campaigns as it see fit. More customers mean higher speeds, cheaper prices and better customer care for everybody. If you do not see how this add up, and how numbers mean strength and not a weakness, you need to study a little bit more. For the past 2 years, we have reinvested 100% of our income back into the company and we continue to do so, more customers makes us stronger financially and in turn allow us to hire better people, buy better equipment and cost everything cheaper...

We may not be perfect, we may still be a bit rough around the edges but saying 'Let buyers beware, service and support from Multimax are non existent.' is more than just bending the truth.

Kemal

Kemel,

Its good to see you getting personally involved with the customer service side of the business .

My recent experience mirrors most of the complaints already mentioned-I finally got my Internet system working properly but it did take 5 days to sort out.This followed numerous automated emails which confirmed an agent would be contacting me (this did'nt happen) 3 phone calls to the customer relations office which no one replied to and a personal message via this forum to you -no reply.

I did finally get through to the CR office and my complaint was delt with efficiently within 24 hours.

The automated email system appears to be the main problem causing frustration and anger .

This is the only complaint since using your system 8 months ago and is far better than Extend.

We also have suffered continual problems with NTV for over 12 months now. 2 days ago yet another technician appeared to try to resolve the buffering, freezing, disappearing picture issues. He spent quite a while up the pole where the receiver is sited and eventually pointed it at the Cratos Hotel! This seems to have partially resolved the problem although we did have to do a full reboot about 3 times yesterday.

Regarding the Customer Service via the phone and the office - yes there is an issue here. Unless you state your problems in very basic language and possibly offer a solution the staff seem to have problems understanding customer needs.

As a retired Customer service manager I would happily offer some tips to Kemal.

I have corresponded with Kemal on their communications side of the business, in fairness he fully admits they don't have it right yet. Unfortunately they are losing potential customers, two people I know have recently contacted their office to have the TV syystem installed, guess what, they will ring back, did they? No, the customers have gone elsewhere.

I had to call in the office yesterday to resolve a communication problem, again the staff were very pleasant and eventually did sort it out, but I did get the Cyprus "shrug of the shoulders" at first, must be a cultural thing.

I have got Multimax internet and on the whole I am happy with it though, I have had to call the office a few times to get problems sorted out.Speed problems.

I also have Arriva's OSN TV system and have done for more than two years and touch wood, (other than when our dish moved in the very high winds) I have never had any problems with it although, it is a little more expensive because it is genuine - not pirated TV, but then, it doesn't freeze up at all - it works ALL the time.

Have only had to contact Arriva once when the dish moved in crazy heavy winds and got excellent customer service and same day repair .

I recently added their set top box for UK TV and haven't had any problems with that either - BBC 1, 2, 3, 4 and ITV 1, 2, 3, 4, Channel 4, Channel 5 etc. Did any of you watch Chris Eubank Jr fight last night at 10pm cyp time,give that lad 2 more years and he will be better than his father ever was,Cheers Arriva for allowing me to now get most of all the fights that are screened.Happy Days.

Like poster number 2, I suggest that anyone who may be interested should contact Paul or Gwyn

PS.

Or Dan

No Kemal I haven't contacted any of the list of numbers etc that you have quoted other than the office where the staff just passed me from one person to other until the office was closed. I shall be there first thing on Monday and having paid over one years money in advance less than a week ago, I shall expect to receive some good constructive service. I really wish that I hadn't moved ISP suppliers. BTW I paid for 5 download and am getting 2.14 this evening and only BBC 1 on NTV. As I had to complain to the office about everything within 48 hours of installation, I would think I am due a total refund wouldn't you Kemal? In all honesty, you cannot say your service is any good these days can you? Particularly when I read that Muffin has been having problems with NTV for 2 years. In your latest campaign you boast that Alsancak is completely covered and service is total, but I'm here to say that it isn't, sorry.

Agree poor product from MM, I have paid a year up front for 5mbps and rarely receive above 2mbps sometimes I don't even receive 1mbps. The router I was sold by them will barely send my signal more than 8 metres. Submitted a complaint but was made to feel like it was my fault for not submitting a complaint sooner so haven't bothered again. Can't watch their free NTV channels on my ipad as an error message comes up constantly saying that their service for mobile devices is currently under maintenance. Very dissatisfied with their product.

Well,whats guv'nor gonna come up with now.By the way this is the first thread I have ever complained on !!!Have been in contact with all sources as advised for weeks.Still playing up tonight.Roll on tomorrow when technician gets back to me with a solution.

Hello,
Some of you have send me emails, thank you, it is really difficult with these forums anonymity, and responses does not go beyond educated guesses unless we know exactly who the person is... If you have not done so already, please send me an email with your name and your problem (kbasat@multimaxcyprus.com) , it WILL NOT help at all to just posting here, I need to know who you are so I can find out what has gone wrong so we can fix it, for you and for others in the future.

At the first glance, all of the people who has emailed me seems to have issues that are isolated and completely disconnected with one another, as was my guess initially, I will find this out for sure after my investigation is done.

Every response here, as well as details provided by emails you have sent is being studied by me personally, and I will reply to those who has emailed me and also post my findings/decisions here.

We will hopefully sort out all of the immediate issues some of you are having(provided we know who you are - email me). Also, all of the issues/opinions/criticisms here, some of them we are already aware of, will be taken into consideration and used positively to improve Multimax as a company.

I hope to finish with things by late Monday, 16th Sept.

K.

Hi Kemal,
Thank you for your post, very informative and very helpful. Overall I am pleased with NTV and the internet, once you sort the communications side of the business your company will be laughing.

I do hope the problems are sorted out quickly. My download is now 0.74 and Upload Nil. That's just less than a week with MM!!

Sophie, have you contacted Kemal as invited to and what was the response?

Thanks Jonnie for concern,
I have now received info from 6 people who has posted in this topic and another 6 who has not posted here but they have emailed me directly complaining about similar issues. I am working on all of them, was planning to have response today but as every other case looks like its a different issue, looks like it may take until tomorrow that I am done. I will reply to customers and also post a summary here.

Me get back to work...

K.

I Agree that it will not help ONLY POSTING HERE,but here is a start as im sure it was here that most of us got to know about your systems or at least we hear about your systems on a forum !

Luckily i have no complaints other than the speed interruption once or twice a week,which i suppose cannot be helped if you have so many customers using the system at the same time.

Your free NTV is good when it is working but now i have got Arriva's set top box i do not use Free NTV so much,but it is still a great service when working 100%.

Thanks for something for nowt in Cyprus.

hmmmmmm.

Hello All,
Here is the preliminary results of my investigation

kengro - Lapta customer. this was an easy fix, customer was connected to wrong sector, a better one was found. Customer confirmed speed issue is now resolved.

teatime - Esentepe customer. There was a genuine speed problems in Esentepe area and beyond this past weekend (14-15sept) was subsequently fixed by configuration changes and improving upon some links on monday and tuesday. The customer connection was checked and looks very good, emailed customer for confirmation.

sophie - Alsancak customer. This is a new install customer, apparently was having issues since day one. Upon checking, we found out that the signal from customer to basestation was very weak, and was the main reason for the problems, Customer was visited today and the problem was subsequently fixed by improving her signal.

numbers - Alsancak customer. This customer does not have any apparent Multimax problems, speedtest results from the antenna on the roof at various times proved to be very well within the accepted parameters. Customer also complains about a poor indoor access point (also purchased from MM) that we think maybe the reason for the problem, we will investigate with the customer in the next few days and will replace or refund the router if necessary.

becker - 2 days in a row, everytime I wanted to investigate this customer's internet, the device was off, I have emailed the customer to leave it turned on so we can look into what the problem might be, awaiting response.

muffin - Bellapais customer. This is the only customer with a real problem, she definitely has a below standards connection and needs to be investigated further, she does claim its better after its been redirected to Cratos but our tests shows that it is still a very substandard service. We will concentrate on this connection over the next few days and hopefully come up with possible solution(s).

I am also looking into other cases, and will email them privately by tomorrow if not done already.

Here we have, different customers, in different areas, having completely different type of issues.

In out field, no matter what your problem might be, the symptoms are almost always the same, slow internet (and as a result breakup on TV)

Everytime I see a post on the public forums from a customer from MM asking if anybody else have problems, I get upset because it does not help anything other than to confuse things further.

Obv there can be extreme scenarios where a full basestation, even a whole area going down or being afftected at a time, but these are, and can only be very short lived issues, usually getting fixed within minutes, rarely making it to hours and days in very extreme cases (like multiple links needs to be redone, requiring physical overhaul of multiple sites etc).

MM now has thousands of customers with better than 98% satisfaction rate, we are better than most, if not all of competition in our worst areas... Since the day 1 of our company's launch, we have never stopped working on the network.

As a growing company, any experienced person would say there has to be a few hickups along the way, our support architecture and response times is currently experiencing such an issue. But we are already aware, we are already working, and appreciate your understanding while we are fixing things. During this time, support may only come a short time late, but we have many channels for communications, so we hope you try them all and not just make one phone call and complain 3 days later that nobody has called back. A little effort on your side is all we kindly ask while we go through this phase.

As we get more customers, we become stronger, able to afford better quality equipment, more experienced and better trained staff, we buy more stuff in bulk-cost them less, and all of these in turn comes back to you as better service, faster and cheper connection. Thank you for supporting us, none of what we are doing right now would be possible without your custom.

Kemal

Re Kemals replies as above and his intervention after having contacted him personally I can confirm that as from yesterday evening we are now receiving the speeds that we expected rather than the minus 2 Downloads and minus 1 Uploads. As of a few minutes ago we have 5.24 Downloads and 4.82 Uploads. These are the speeds we expected and paid for. It took a week but we got there in the end and I'm grateful to Kemal and in particular the engineer who came yesterday and spent a long time on our roof in very strong winds. He then had to go to the Merit and "do" things there. I know there are some people in Alsancak who are receving greaer speeds than this, but we're perfectly happy with what we've got. Now we're cooking on gas!!

We have been with Extend for 10 years or so, (this was Kemals company before it was Extend) and have never had any of the problems that many of MM customers are having. We do have the FilmOn box and it is great, with no problems. Kemal is right it is not a 'system' but it is as good as Sky from a 4.5 meter dish. The FilmOn system, once installed is free as long as you have 'say 2 Mb' internet connection. Occasionally there can be a very small amount of scrolling, which in the main does not interrupt any program that you are watching. When Extend/Arriva have been contacted the customer service is second to none. Any one interested in FilmOn should Google it and have a go, have a look at all the programmes that can be obtained. To watch on TV you have to connect the computer/laptop to it, but having a box installed means that you can watch TV whilst doing emails on your computer/laptop - no problem there.
Enjoy FilmOn.

Thanks crofter for the off topic information.

All of the customers I have been looking into did not have NTV problems, they are actually having internet problems that were also affecting NTV among others (including filmon).

Every customer issue is being dealt with swiftly one by one.

All the customers who has post in here and also ones whom I have received information through emails, office visits etc that I am looking into represents approx 0.3% of MM customer pool and overall, unsatisfied customer rate in MM has never been more than 2%. If extend is really as good for you as you say, you are probably in the 10% happy customer pool for them while the rest 90% is suffering. Even so, i am sure you are grossly overpaying for the service you are receiving.

Filmon is a good service because its free, and while it last, use it by all means, but saying its as good as Sky is not true at all, as filmon does only free channels and not Sky ones. For a complete channels (more than 80, including bbc/itv and also sky channels, movies, sports etc) you can now subscribe to ntv.mx web only feeds which is only 14.49euros per month. So every choice has its price, 1) for few free channels and none premium, use ntv free channels, or filmon, 2) pay 14.49euros and get 80+ channels including all premium sky channels and more on the web 3) pay 34euros and get all of (2) on the comfort of your TV with a remote control.

None of these 3 products are comparable to one another. You cannot compare a bicycle, motorcycle and a car with one another, everybody is free to choose their 'transportation' understanding its benefits/limitations.

Have a nice day...

K.

I have been pretty amazed with NTV to be honest, not only do you get the "package" I am also able to use catch up, movies on demand and also plug in my hard drive for the movies I had on there. I used to be with extend and over the years have had some awful problems. There was a time when they had to replace all the dishes other times when there was a problem you would phone and be caller number 21 in the queue, now when i have a problem I go online and most of the time speak to the owner. I used to pay similar if not more for 512K as I pay for 5Mbps now and Extend only really started to give better speeds for your money when MM came on the scene. I was one of the first to switch to MM when it started because Extend to me were never the same after it was sold.

Extend should have masses of capacity now most of the people I know have switched to Multimax and most are very happy.

Firstly, I contacted Kemal as he requested and he explained there was a problem in the Esentepe area, which would be fixed by the end of Monday. True to his word my reception/NTV has been much better from Tuesday, Thanks for that Kemal.

Second, apologies to Kemal for starting this thread, didn't mean to upset you. But I asked for a general opinion as I really was trying to see if my problem was isolated or a general issue.