Multimax Speed this evening

[Becker]

Ours too Chillin,informed not just today, but for the last few days as to why there were problems.Best tonight than it has been for a while.

[mac]

Well done to MM.
Had slow speed of less than 1 earlier.
Spoke to them and fixed very quickly.
Speed now plus 5.

Cheers MM.

[MikeK]

Forums, as I am led to believe are used to provide information, praise, criticism, generate debates, discussions etc. Why do Multimax always say that a forum is not the place to air grievances against their Company?
If a forum user has something to say, good or bad about anything then why not share it with anybody willing to read their posts?
I used the " Proper channels" to contact Multimax regarding slow speeds which I have experienced from Sunday night till this evening, averaging at best 3.5 mbps, worst being 0.05 mbps.
25 hours later (despite guaranteeing a reply within 24hours) my ticket has been closed, no answer, no increase in speed, nothing!
Speeds in excess of 35 mbs do not interest me if they are only available at 02:00 am in the morning, like most sane people I am asleep in bed at that time.
I am not one for complaining but reading other peoples complaints and a lack of response from MM what do they expect?
It is all very well openly admitting they have a problem north of the mountains, why? but then not to keep customers informed? are they having problems with their own internet connection?
All I want is to be kept informed, not have my ticket cancelled.
So, what is going on?
I have not stated my ticket number as I don't want my connection speed reduced even lower as "punishment". Surprisingly in the past when I have telephoned their office to inform them of slow connection speeds, they have told me their is no problem, within minutes my speed increased dramatically, coincidence? I dont think so.

[kbasat]

Forums, as I am led to believe are used to provide information, praise, criticism, generate debates, discussions etc. Why do Multimax always say that a forum is not the place to air grievances against their Company?

Everybody is free to praise us for our success or criticize us for our shortcomings. We take pride in our stance regarding transparency to our customers as well as openly admitting our faults and apologizing when necessary...
That being said, we only caution our customers when they are trying to use public forums as a tool to get individualized customer support. It is not very difficult to understand why and reasons are simple. Multimax has thousands of customers North of the Island, and when someone comes onto public forums and ask if somebody else is having speed issues, there are bound to be at least a few if not tens of customers who are at that specific time. But as this problem is a symptom of so many different problems, finding a few people to say they also have speed issue does not mean anything. It not only does not help the original poster with any sort of solution, it also creates a confusion among inexperienced users in so many ways. Every case is individual and they need to be looked at individually and that is the only way to fix a problem. Apart from that, Internet is a public domain and everybody is free to say whatever they please as long as they are aware of the fact that nothing much would be gained for ones own benefit for asking such a question here.

If a forum user has something to say, good or bad about anything then why not share it with anybody willing to read their posts?
I used the " Proper channels" to contact Multimax regarding slow speeds which I have experienced from Sunday night till this evening, averaging at best 3.5 mbps, worst being 0.05 mbps.
25 hours later (despite guaranteeing a reply within 24hours) my ticket has been closed, no answer, no increase in speed, nothing!
Speeds in excess of 35 mbs do not interest me if they are only available at 02:00 am in the morning, like most sane people I am asleep in bed at that time.
I am not one for complaining but reading other peoples complaints and a lack of response from MM what do they expect?

Although we do make every effort to respond all queries across all mediums in a timely manner, sometimes it is just not possible. There are 10 days in the year where we are exceptionally busy and past 2 days are included in those. You are always free to reopen the ticket, or try another way of contacting us, we have at least 5 different ways to receive your inquiry.

It is all very well openly admitting they have a problem north of the mountains, why? but then not to keep customers informed? are they having problems with their own internet connection?
All I want is to be kept informed, not have my ticket cancelled.
So, what is going on?

The current ongoing problem is not related to our Internet connection but it is difficult to explain in a non technical way. Rest assured we are on top of the problem but permanently fixing it requires time.

I have not stated my ticket number as I don't want my connection speed reduced even lower as "punishment". Surprisingly in the past when I have telephoned their office to inform them of slow connection speeds, they have told me their is no problem, within minutes my speed increased dramatically, coincidence? I dont think so.

These are really silly comments. If you think we would punish you for asking why your ticket was not answered in 24 hours, or if you believe that we are not honest with you when you contact us for support, I strongly suggest you come in and take the 100% money back guarantee for unused portion of your Internet and stop dealing with us. Everybody is welcome to criticize our service levels, from our internet connection to customer support. Multimax has thrived over the past 4 years from customer criticism, it has never deterred us from our objectives but it has helped us to become a better company. However, stupid accusations such as 'I dont wanna give my ticket number because MM will punish me' or 'Multimax is lying to customers about status of my connection' are not welcome, they are not true, they are not productive.

[erol]

25 hours later (despite guaranteeing a reply within 24hours) my ticket has been closed, no answer, no increase in speed, nothing!

Mike your ticket that was closed, was a duplicate ticket, there is still open an exact copy of it under a different ticket number. There is also now open a third ticket with you indignantly asking why the previous one was closed. The last 48 hours have been a period of extreme pressure on all the support staff at MM, with the sudden dramatic weather change and then having a key fiber optic cable severed today, leading to a massive increase in support queries. I do apologise that no one has got back to you within 25 hours of you posting your ticket, which is in fact still open (the second duplicate one, the original copy having been closed because it was a duplicate) however we do I am afraid prioritise those customer with no internet at all over those with slow internet in such intense periods. Your connection will be looked at and it will be corrected if it is within our power to do so but it might take longer than 25 hours at this particular point in time. Sorry.

[kbasat]

25 hours later (despite guaranteeing a reply within 24hours) my ticket has been closed, no answer, no increase in speed, nothing!

Mike your ticket that was closed, was a duplicate ticket, there is still open an exact copy of it under a different ticket number. There is also now open a third ticket with you indignantly asking why the previous one was closed.

Ouch!

[MikeK]

Thanks Erol and Kbasat for your prompt replies and for answering my queries on an open forum.
Also thanks for sorting out my speed connection as of 08:45 today it is a more respectable speed.

Regarding my duplicate ticket, I can assure you I sent it only once, I do not know how it became duplicated.
Also in my original posting there is no mention of me calling Multimax liars!

Not sure what the "ouch" symbol relates to, an explanation is not required.

Regards
Mike