KKTCELL home internet - my worst experience ever!

[laptawrinkly]

This is simply my experience with KKTCELL, I know may people report no issues.

11th Nov decided not to renew with Nethouse and try KKTCELL 20mb unlimited, with static IP, 6 months (plus 2) +1950TL. Given we are 80 mtrs from the mast with direct line of sight, must work very well me thought .

The KKTCELL agent and installer here is ILICAN electronics (two offices in the village; one for payments & contracts and one for the 'technicians')- installation free with your own modem and 20 mtrs of cable free, charge for extra cable over 20 mtrs. I asked them to replace the old Nethouse cable that had been in the sun for 4+ years. "No sir, no need it will be OK."

Following installation, we had intermittent buffering, and OOKLA speed test showed a very variable speed, high ping and jitter rates. Strange for latterly being on top of the KKTCELL mast. Left it for several days to settle; sadly it didn't. First call to helpline, yes sir I can see your signal is very unstable, we will try to fix from here as we can do this 80% of the time and call you back. Of course no call.

Losing the connection completely the next day, I went to ILICAN. Same installation 'Technician' (I use that term loosely!). Explaining to him the issue is intermittent, he connected to my system and decided to replace the already new connector, into the antenna. Can you check the cable I asked, "Cable no problem he informs me!" All fixed he said, what was the problem I asked in Turkish? "No problem he replied!"

Issue remained with the service on/off, or buffering. Called helpline again- asking for my telephone number advised they had no record of my account, OK check my name I asked, nope no record of you. Hang on, I spoke to you a few days ago and you said I had a problem. "Nope no record of you having an account with us, go to a KKTCELL office to get your details changed."

Back to ILICAN with passport again - yes your name and phone numbers are wrong on the system. We will ask our other office to change and get a 'technician out." A 'technician' did come, connected to my wifi, did a speed check, "no problem with your internet sir." Please check the cable I asked again explaining its age, "Cable no problem sir." Did he check it, of course not!||:(( That night off it goes yet again Called helpline, no record of my account, so not changed my details.

Another trip to ILICAN, and the deputy manager came, checked the antenna, and then the cable - its all cracked he said . I will send someone to replace today. Fair enough, a 12 yr. old 'technician' came replaced the cable (how it was fitted is another story). Please pay 460tl. Why? Installation is free, you used my old cable. Please pay or no internet! Fortunately, I checked before he left. Hang on chum, there is no internet. "No problem now." Check I insisted, and guess.... So he resets the modem and it appears to be ok. Nope, that night it goes off. Next day some internet, but cannot access email. Running a network test, shows 'multiple DNS errors, please contact your internet provider.'

Back to ILICAN; saw 'big boss' who came to the house, unplug your antenna, must be upgrade problem! WTF, DNS errors are usually due to a configuration issue - do they know what they are talking about? Reluctantly agreed to refund cable monies, but not visit charge!

Worked again for a day or two and then off completely - doing all the usual, switching antenna/modem off, when advised by KKTECLL moving cables around in modem- helpline maintained no problem.

Back to ILICAN new 'technician' came, again connected to system "no problem," yes not now but we lose it for several hours a day! We then lose internet, but bizarrely can access Hotmail only. Again multiple DNS errors on connections.

This went on for 6 weeks, final straw no internet xmas eve- helpline check, yes sir problem with your 'station' we cannot fix from here will send someone 25/12 or 26/12. Said if you cannot fix by 26/12 please cancel and refund.

26/12 No one came, off yet again. Called helpline, who denied I had called 24/12 or they said a problem with my station. After some heated words, she agreed to put a cancellation in and in 3 days I would be called to advise me how much I could have back - all I hope me said!

26/12 New internet fitted, mast right next to KKTCELL. Immediately works, better ookla speed results and touchwood, still ok. Strangely, ILICAN 2 x 'technicians' then turn up 10 min's after to 'repair my internet'. Wait I said I'm upstairs and coming, by the time I got down they had legged it ! What a farce.

27/12 Getting a native TR speaker friend to check with the helpline cancellation going through, she said there was no record of my call or request to cancel, So start again. , oh and BTW ILICAN reported I had refused the service call AM as I was too busy.


In total took 4 trips to KKTCELL office to get my mobile (KKTCELL customer) changed to the correct number, but my name remains wrong to this day -, 8 visits by their 'technicians' in 6 weeks, and couldn't fix it honestly

Email this AM to the KKTC general manager, and low and behold 3 hours later ILICAN call with full refund and repay call out fee (not go it yet of course )

Sorry my rant is so long, but it is hard to believe it if not in full. I hope others have a better experience, because when it worked (however briefly) it was OK.

[Leither]

I am in complete agreement,having so many problems,no way will I renew my contract with this mob and I also live in Lapta,they will not admit there is a problem.

[iv_cyprus]

I also tried them and had very bad experience. Initially for the first 2 days the speed was 20mbps and working fine. 3rd day - speed went down to half and also every few seconds there will be a short connection cut. I am an IT specialist and I have good (not perfect but pretty advanced) knowledge of networks so I did the necessary diagnostics after which I started calling them. I got the "we can't see any issues from our end on your connection". I insisted on them sending a guy to check onsite. It took them 5 days to arrange that. 5 days during which the connection completely deteriorated and most of the time I was without internet. Eventually a guy came, checked everything and told me that they cannot provide a proper service due to something obstructing the signal between my building and the basestation and they are willing to refund me. I said ok, I am getting a refund. They told me the refund will take up to 30 business days! I had paid for an year in advance and during those days inflation and TRY decline was bad so I requested the refund sooner. They said again "up to 30 days". I got it after 2 weeks or so. 100 TL less than the amount I paid. I texted them about it and after few days they sent the missing 100tl (I didn't really care about 100 TL but was super pissed from the whole experience). Eventually moved to a different provider, which is performing quite good for my area.
On the other hand - I have quite a few people I know who are very satisfied with turkcell's home internet and are with them for many months and never had any issues with the connection speed or stability. A guess for my area it wasn't the right choice. Have no intentions or interest in affecting this provider's reputation, but just sharing my personal experience. Like I mentioned above - I have many people I know around me who are very satisfied with their service. Just my bad luck a guess.

[alphamike]

iv_cyprus you've hit the nail on the head, it all depends on your location, not even area. I applied to them a while back, but no signal to my house, despite a friend very close by having a great signal. It is a pity though that those signed up and affected have had a bad experience. At least in my case, they told me right away it was a no go.
In the end I've gone with Elworks (Nethouse), as there is a mast in very close proximity. Apart from a glitch just before Christmas, it's been excellent, and getting much better speeds than my previous provider.

[laptawrinkly]

Interesting to hear various experiences. yes it's not about trashing them as such, just accept when your customer flags an issue, they are doing it for a reason. It seems from the experience KKTCELL's default response is 'no problem with your internet.'

Another friend in the village has similar issues with KKTCELL - seem incapable of sorting anything out. Like iv_cyprus, i am not a complete techno-idiot, and when we were allowed access to our modems could happily tweak, or set DNS's etc. Sadly so many of these 'technicians' and internet providers assume you know nothing.

We went back to nethouse and their mast is bang next to KKTCELL; we have direct line of sight with no obstructions to both. So how come nethouse in one visit, can get their system to work without (so far) any issues? The only downside with nethouse, is their daily download limits; When signing up I thought she said 60 gb daily, but turns out in practice it is 6 GB and your speed reduces from 15 mb to 5 mb connection. Not that we spend all day watching TV, but practically this gives about 3-4 hrs SD TV, less if you use HD or 4k of course.

BTW those on data limits remember BBC iplayer allows you to reduce to SD to save data; not seen similar setting on ITV or ch 4 though.

As someone suggested, given KKTCELL prices for unlimited use, it's likely they have been overloaded and their system cannot cope with the demand. Having been a KKTCELL mobile customer since their inception, I can also say their mobile internet is pretty awful, lucky if you get 4mb download however near to a mast you are.

Best wishes for new year to all