Poor service from Multimax

[Edi]

Had internet problems again tonight.

It seems every week there is a problem. I call them up. they tell me there was a problem with their server, they have reset it now, it will be ok. it is better for a few hours/days then back to problems.
tonight I call up, new automatic message service. Continuous music no one to talk to.

I do not call this service.

[Hippocampus]

I have also been having internet problems, tonight and a couple of days ago (can't remember when). I have a Turkcell dongle.

[Mollie the cat]

Edi,
You are so in trouble when Kemal reads this! He will have you on the naughty step.

[Hippocampus]

Have just read Soner's post "apologies", saying that the forum crashed today, problem with the server. Is this a general problem, something to do with this country, rather than with our providers?

[Edi]

My issue is not that the service is down tonight,

it is that it is often down and that the new 'Automated answer service' does not allow me to talk to anyone. it just forces me to listen to inane music praising the very internet service that I want to complain about and is costing me money off my turkcell credits.

absolutely no points here for business acumen

[Edi]

ps

I had to piggyback the neighbour's connection to make this complaint

so don't boast about 15MG or 20MG when I cannot even send an email

[Jonnie]

Something must be working Edi as you have managed to post here!

Have you tried raising a ticket on their support page?

Unlike most companies there are several ways to contact MM, not only that, the owner frequently posts on here his contact e-mail and the companies.

So Mail, Online Chat (not available all the time but frequent) Ticket System, call in at office, telephone. So surely something there may suit if one or the other is unavailable or is inconvenient?.

Who else gives that anywhere never mind just Cyprus.

BT UK, ticket time 72 hours, not fixed in 72 hours, new ticket further 72 hours. If you call after 48 hours they tell you the 72 is not up and it will be fixed within that time, when it is not a new period is started.

MM are the leading independent internet supplier here, they lead the field where others follow, higher speeds and better prices, they have acheived this consistently during their 2 year history and they have shaken up the industry and taken it by storm, decimating their competetion whilst giving their customers speeds up to 20x faster than they had 2 years ago for less money YET YET YET you give them "absolutely no points here for business acumen", clearly you are a business Guru of note and Kemal Bassat will be awaiting your advice eagerly.

Have you been on Dragons Den? Maybe you are a Dragon?

[kbasat]

Phone support is there for immediate support for immediate needs, and thats what it exactly does. After 8pm, there are fewer people answering phones, and usually they are free but if by coincidentally they are busy speaking to other customer, you may be put on hold with a nice background music. Its upto you to wait or try again at a later time.

For ongoing problems that needs more than the Level 1 support people to address, you should really contact us through email or support ticket system and explain your case in detail. It may take longer for you to get a response but the solution will be more proper.

We have all the systems there in order to fix all sorts of problems, but you need to use these channels properly to get proper help.

http://www.mmcyp.com , create an account if you dont have one already , send us a support ticket. Its not really that difficult.

If it is really that difficult, send an email to info@multimaxcyprus.com (you sacrifice response time as well as ability to monitor progress through web interface)

All of things stated above, thanks Jonnie for pointing out the obvious.

From the day we have started our business, we brought nothing but improvements to communications in N.Cyprus. We have never stopped working and we never will.

We never claimed to be perfect or to provide perfect service for everybody. We do our best in spite of all the limitations and setbacks we face here in N.Cyprus and still managed to achieve service level that rivals that of the multi-million euro companies in Europe.

All of this will not matter though if you refuse to use proper support channels we have spend time and money in implementing.

Just for information, we offer 100% money back guarantee on unused portion of customer's account, no questions asked.

Kemal

[karmels]

kbasat

When trying to contact the office as stated above all you get is press ))))) for the service you require.
The only problem with this service ( as i have pointed out to the office ) is if you are on a mobile you are unable to press ANYTHING, so you are being charged for a call you are unable to to connect to.
I have reported slow internet to the office and I am still getting very slow connections.
I am located only 500 mtr from the office???? If you have a log of calls you will see my complaint.
I give up.
Mel.

[BLUE BUTTERFLY]

I have a turkcell dongle. I pay 40tl for 2gb for 31 days. I have it mainly so that I can keep in touch with my daughter in Hong Kong and to browse the forums. Nothing more ambitious.

I have had problems for weeks now, all I get is ''NOT RESPONDING, TRY AGAIN LATER'' or when I try to get into the forum, ''WEBSITE HAS EXPIRED''.

Is it turkcell, outlook or hotmail to blame?

Can anyone recommend an affordable, reliable alternative, PLEASE?

[kbasat]

@karmels, how is it that you are unable to press anything when you are on mobile? Does your phone have a problem?
Again, you are walking into our sales office and reporting a technical issue, obviously they will try to help you but this is not meant to be proper way to report a problem. Have you tried logging into your user control panel on our website and fill out a support ticket or send an email to info@multimaxcyprus.com?
Send me an email to kbasat@multimaxcyprus.com with your name if you like and I will investigate your case.

@Blue Butterfly, where do you live, is it an apartment or villa, let me know and I may have a cheaper and better solution for you.

Kemal

[JBA]

Firstly Kemal I have to agree with Edi about the phone service. I tried it mayself on Tuesday evening and couldn't hear the choices being read out because of the loud and tinny music being played at the same time. I am sure that this is simply corrected now it is pointed out.

Failing with the phone service I used the online service. It took a little time to get a response but that is acceptable after 6pm. The guy I chatted to understood and accepted the problem without difficulty, promised a certain action and within 10 minutes the problem was fixed and I got he promised email to confirm. Personally, I call that excellent service.

[karmels]

Kemal

As stated in my post I did report the problem the lady said she would report it to a engineer.
That is the last I have heard.

[elizabeth]

I had a problem with my internet yesterday, I rang Multimax but got no answer so I sent an email. I then decided to try the phone one more time, hey presto, a young woman answered and advised me what to do, I followed the instructions and everything was fine.
Then this morning Erol rang and spoke to my husband, he told him to inform me he had sent an email regarding the problem I'd reported, now that is what I call excellent service.

[Legin-11]

I have been a customer since they started and they are by far the best for service here . However if you are expecting a standard first class service you would get in Western Europe forget it.

This is the TRNC and as such we are lucky to have this product, the only thing I will say is that if they want to retain customers they must try harder. As for super internet unfortunately Multimax rely on the one connection going across to Turkey which is old and full so the internet speeds they profess to offer are reliant on the number of customers on at any one time hence they have no control on internet speeds.

Anyway yes it's annoying but I would take the TRNC against Western Europe any time and I am grateful I am allowed to be a temporary resident in this beautiful country worts and all.

[stellasstar1]

My service has been going on and off for nearly 2 weeks and after reading the thread that other people were having problems(not just with MM but with all internets) I didn't do anything. Today I felt I'd had enough and thought I would check it out at MM, but as each time I tried to get through on the internet it cut off,so I telephoned. I got through immediately and put through to someone who spoke English. She sorted it for me straight away, so I would like to say a big Thank You to Multimax and its staff.

[Jonnie]

I have been a customer since they started and they are by far the best for service here . However if you are expecting a standard first class service you would get in Western Europe forget it.

This is the TRNC and as such we are lucky to have this product, the only thing I will say is that if they want to retain customers they must try harder. As for super internet unfortunately Multimax rely on the one connection going across to Turkey which is old and full so the internet speeds they profess to offer are reliant on the number of customers on at any one time hence they have no control on internet speeds.

Anyway yes it's annoying but I would take the TRNC against Western Europe any time and I am grateful I am allowed to be a temporary resident in this beautiful country worts and all.

The speeds MM offer are on Island and 99% of the time they are pretty close to that. No country in the world has control of speeds outside their border.

Are you sure this one connection is old and full? Where do you get that information from?

[erol]

As for super internet unfortunately Multimax rely on the one connection going across to Turkey which is old and full so the internet speeds they profess to offer are reliant on the number of customers on at any one time hence they have no control on internet speeds.

Whilst it is true that all internet connections (and indeed phone lines and other communications services) from the TRNC, other than those via 2 way satellite systems, pass via TTnet in Turkey it is not true that these links from TRNC to TTnet in Turkey are 'old and full'. There is plenty of capacity on these links and they are not even at a tiny % of their maximum possible capacity. I can honestly say at no point has MM gone to TTnet and said 'we would like to increase the capacity of our link out from North Cyprus to yourselves' and been meet with a 'sorry the link out from TRNC is full' response from them. MM continuously upgrades the capacity of this link as the number of users on its network increases and at no point has the limit of the physical capacity of the TTnet link out from the TRNC ever been an issue, nor do we have any reason to believe that it will do so in the future.

It is true we would like to have alternative links but not for any reason of capacity but simply for 'redundancy' so that if there are problems with the TTnet link out from Cyprus or indeed the links from TTnet in Turkey out to the rest of the internet, we have an alternative link unaffected by these problems but as you rightly point out there are physically no such alternative links and alternative providers available to MM.

[MoBry]

I have always had prompt, courteous and efficient service from Multimax. Sometimes there are some minor problems with connection and speed, but it just takes a bit of patience and waiting a few minutes until problems resolve themselves. Having come from Australia, I can say that the service offered by Multimax is absolutely first-class compared to some of the shoddy, slow services available in my home country where they are still trying to sort out high-speed broadband whereas here wifi connection is easy and efficient.

[numpty]

When phoning, its press 9 for English then 2 to speak to someone, sorted our problem out within seconds.
No problem with the young lady and young man on the other end of the phone.

[tomsteel]

At the risk of repeating myself again, MM product and customer service is the best on the island, not just the north.

[Mollie the cat]

Of course that's just your opinion, others may think differently, opinions are like ars*****s every one has one, that's not directed at you personally.

[Legin-11]

The full capacity is coming from a government official !

[erol]

The full capacity is coming from a government official !

Pretty much guaranteed to be wrong then

[Deniz1]

Yes Erol.

[Jonnie]

The full capacity is coming from a government official !

Pretty much guaranteed to be wrong then

I remember when MM first started, they were challenged at the time by some doubting Thomases that as the numbers of subscribers grew the supposedly "Old" system would not be able to cope. Well it has grown and we are still getting good speeds.....

I am sure at the time KB when into detail about what the system could cope with.

[rocking]

Have to stick up for MM here. I too have been having awful problems over couple of weeks checking with friends in Karsiyaka they too have had interruptions, so felt better. Yesterday afternoon no Internet at all phoned MM through straight away, they came back half hour later said nothing wrong, still no Internet, rang again and they said give it half hour more and if wasn't on would send somebody around, this was 5 in the evening. It then was solved I think I had a great service from them and thank you for that. Ex pats often think that turn a tap and you will always get water, we do think click an electric switch and have electric, we don't. So I think MM are doing a great job sometimes under very difficult circumstances.

[Mollie the cat]

In fairness MM do not claim it is 100% perfect. I agree with other posters, it is is probably the best we can get on the North. Again, Kemal does his best to explain the system, faults, and how to go about trying to fix any problems.

It is what it is, not perfect but doable, I am not one for downloading films, I am not a great user of the internet so it's good enough for our family. When it does go down it does drive you crazy, it always seems to be when it's important for you!

Tomorrow is my turn to renew our subscription, just torn now between 15 mb or 20mb???

[Owl Lady]

My friend in Catalkoy is without internet for several days and is with Extend!!

[spider]

I have for a couple of years now thought that perhaps I will give this provider a try,, Hmm.

Maybe I will leave it for now !

Seems I might be better off with who I already have ? For one thing we are hardly ever off !

Spider,X

[barrysnakes]

Which provider Spider ? as not completely clear due to others being mentioned !
Owl Lady ! I have been with Extend for 2 years and have had my problems which they worked very hard to rectify ! I have never been without internet for more than possibly 1 hour and very rare ! They have never said this is due to our server in Turkey and have always been so very efficient so your friend may be phoning the wrong number or not phoning the help desk at all ! why doesnt your friend post ? all a bit daft isnt it ? regards barry

[Jonnie]

Apart from when the power has been off I have never been without Internet with MM. There was a occasion a week or so ago when the internet off island was off as were the phones (landlines), that was the same for all internet suppliers using legal systems.