After sales support for NTV

[Cyprus8]

Does anyone know if there is any 'after sales support' for NTV now that they have split from Multimax? I lost my TV connection, and got in touch with Online Technical Support. It turns out we have a problem with our ethernet cable. They told me they only have online support, but could send an engineer out at a charge. Is this normal for other TV providers here? I asked them what will happen if I renew all the ethernet cabling around the outside of the house and the problem persists, which would indicate a problem with the box?. No reply. They also told me they had never heard of Multimax as an ISP provider.

[kbasat]

If your internet is working but just the NTV is down, then there is nothing wrong with the ethernet cable that is outside of the house.

In that case, the problem is with the connection from behind the NTV box into the wireless router, check cable on both ends, unplug and replug and reboot router first, and then NTV box a few minutes later. If problem persists, you can plug the cable that goes behind the NTV box into a laptop and check if you have internet connection (make sure you turn off wireless on your laptop first to make sure you are on cable). If you have Internet connection at the end of cable, the cable itself is fine and possibly the box is faulty. If you do not have Internet connection at the end of cable, try connecting the cable to another port on your router (ports are usually yellow and any one of them should work). If this works, then that particular port on your router is faulty, if your router is under warranty, contact supplier, if not, you may just live with one faulty port and replace router when additional issues develop. If changing port does not work, you may have a faulty cable, you can take it to any computer shop and get a replacement cable of same length, price should be around $1 per meter.

NTV has multiple support people around the world. When you say 'They also told me they had never heard of Multimax as an ISP provider' you make it sound like NTV has made an official announcement as a company that they never heard of Multimax when in fact I think what you mean is that that particular support person has told you that he/she has never heard of Multimax...

Hope my instructions help...

K.

[Cyprus8]

Thank you for replying Multimax. I had a problem the other evening with my TV which was a result of my internet speed, and it was sorted out in less than 5 minutes on the phone by yourselves, great service. This time however, my NTV system wasn't working even though the internet speed was good. So I contacted NTV, and they were really helpful via their 'online technical support'. Under their online instruction it was deducted, as you correctly say, that there is a breakdown somewhere in the Ethernet Cable, from the Router, to the NTV box. Its a difficult situation because it appears NTV no longer have the 'engineer support' that was previously available to customers of NTV/Multimax customers when we originally signed up to you both as a joint TV/Internet provider.
Once it was ascertained today there was a problem with the cable, NTV told me to contact my ISP provider, when I told them it was Multimax, they indicated they didn't know who you were. They were however, able to send an engineer to sort out the problem if I wanted to pay for it.
My question really, is whether it is now normal with all other TV providers in North Cyprus to have to pay for 'after sales service' with other TV Network providers. At the moment we are paying monthly for NTV, so its a good time to consider all options.
Any advice welcome.

[stellasstar1]

Digiturk always charge if I have to have someone round if there is a problem with the TV, but I wouldn't expect them to send someone for free.

[Cyprus8]

So I guess it would be the same with all the providers. Thank you for taking the time to reply.