Extend Broadband - database problem sets all customers to 512kb?

malsancak


Joined: 23/08/2009
Posts: 2874

Message Posted:
27/07/2010 12:44

Just heard that Extend have had a problem with their customer database and this has resulted in customers who, for example, had a 1Mb service being dropped down to 512 kb. It might be worth checking using the speedtest on their website - http://speedtest.extendbroadband.com/?ie=UTF-8&iframe

More on NCFP at http://www.northcyprusfreepress.com/2010/07/27/extend-broadband-%e2%80%93-service-decline-following-database-problem/

malsancak


Joined: 23/08/2009
Posts: 2874

Message Posted:
27/07/2010 15:13

looks like Extend helpdesk got it wrong, after talking to people with far more knowledge than the person I was put through to at Extend it appears that the customer database problem was sorted out quite quickly some time ago and that there is a localised problem affecting myself and a neighbour, which they they were not aware of, despite being emailed about it several times. I have been promised a solution in the near future. Unfortunately I'm only getting 256kb at the moment.

the2ofus


Joined: 13/02/2008
Posts: 637

Message Posted:
27/07/2010 15:15

We are in Catalkoy and are also only getting 256 - should be 1meg !!! Sick of complaining to them - its been fast then slow slow then fast then normal then slow slow slow etc - cannot even use Skype properly. Been like for 1 month now gggrrr.

RoxyBob


Joined: 13/07/2009
Posts: 205

Message Posted:
27/07/2010 15:20

Change to Nethouse networks. Been with them for 9 months now and apart from a very few slow connections all is ok. I am renting their 1 meg package.



I check my speed with BBC iplayer Diagnostics every day and always seems to be around 1 meg.

malsancak


Joined: 23/08/2009
Posts: 2874

Message Posted:
27/07/2010 15:24

the20fus, it's strange that it started a month ago. I just wish I'd get the fast bit. My feeling is that so many of us have taken up the new 1Mb offer that they now can't meet the demand. Happens the whole world over.

malsancak


Joined: 23/08/2009
Posts: 2874

Message Posted:
27/07/2010 15:48

RoxyBob, I've been with Extend for 6 years and don't intend to change. The problem with changing to Nethouse is that 100s might do the same and then Nethouse will start having problems with bandwidth. Plus, Extend's 1 Mb service is at a good price if you pay for 4 months and I do expect them to sort the problem out, even if they do need a bit of pressure to do it.

malsancak


Joined: 23/08/2009
Posts: 2874

Message Posted:
27/07/2010 19:59

just received this:

To: Webmaster



From:

Extend

rbevan@extendbroadband.com



Message:

Good Afternoon,



Please can you remove this recent article and our extend logo off your

site as this is unauthorised and not a true statement as extend does

not currently have any database problems this is causing our

customer's concern and contacting us for not reason.



thank you



Extend

Tinkie


Joined: 16/03/2009
Posts: 1256

Message Posted:
27/07/2010 20:05

I am supposed to be on 1Mb , just did the speed test mine is 883 and 210...does this sound right?

malsancak


Joined: 23/08/2009
Posts: 2874

Message Posted:
27/07/2010 20:28

Tinkie, that's about right

compass


Joined: 27/02/2009
Posts: 208

Message Posted:
27/07/2010 22:37

Don't bother changing to Nethouse, they are no better and in some cases worse than Extend. Not sure who to go with next.



Some days it's so slow I can even perform a speed test.... other days I can't even listen to bbc radio online, even using their "low bandwidth" version of the player and I'm paying for a 1 meg service!!!!



C'pass

catalkoykid


Joined: 15/02/2009
Posts: 1190

Message Posted:
27/07/2010 23:07

they are all bloody crooks, think its known as over selling

Tasgirl


Joined: 31/12/2008
Posts: 100

Message Posted:
27/07/2010 23:36

We had Extend for a couple of years and had we only known that a decent service is available we would have ditched them earlier, we waited until they had taken money from our card account without consent before we said 'enough is enough' we now have had Digital Supreme for one year and the difference in customer awareness and service provision is, in our view, 100 percent better. Just like every other customer of Extend we never, ever, received a reply to a request, inquiry or complaint, they just believe that they are above all other providers, how they came to believe this is beyond me.

malsancak


Joined: 23/08/2009
Posts: 2874

Message Posted:
28/07/2010 07:53

Extend were very quick to respond to my complaint (see msg 7) but not to my problem!!!

fiendishpaul


Joined: 18/05/2008
Posts: 1720

Message Posted:
28/07/2010 08:15

I have been with Extend for about 9 months and have had good service for the vast majority of this time. Very occasionally the system goes down but this is invariably after a power cut and the system is usually back up within 30 minutes.



Just done a speedtest - 1028 kps download, 248kps upload. More than happy with that.



Paul

malsancak


Joined: 23/08/2009
Posts: 2874

Message Posted:
28/07/2010 08:40

fiendishpaul, where are you situated? I'm beginning to believe that my own problem may be a localised one, although msg 3 seems to suggest there may be a problem elsewhere. I've started another thread to collect readings taken using the http://www.speedtest.net website where people can copy and paste links showing their speed tests. See http://www.cyprus44.com/forums/41456.asp

Chegwin


Joined: 24/03/2009
Posts: 775

Message Posted:
28/07/2010 08:48

What connection speeds are available down Esentepe-Bacheli way?

If anyone has costs and service providers information Chegwin would be very grateful.

Thanks

malsancak


Joined: 23/08/2009
Posts: 2874

Message Posted:
28/07/2010 09:22

I think it would be a very useful exercise to post confirmed http://www.speedtest.net readings giving the link to the reading and saying where it was taken. The ISP would be there automatically and if the reading could be taken from Ankara then that would also add to consistency. I'm using the http://www.cyprus44.com/forums/41456.asp thread for this as I've discovered that the heading of this thread is misleading, having been initially wrongly informed by Extend helpdesk that this was why I was getting 512kb instead of 1024kb

fiendishpaul


Joined: 18/05/2008
Posts: 1720

Message Posted:
28/07/2010 10:10

Malsancak,



I live up on the hillside above Dogankoy (just below the big flags and figure of Ataturk on the mountainside). I had tried SunnyCyprus and Nethouse but neither of them could provide me with a signal - Extend were the only ones who could. As I say, I have not been disappointed (yet !!)



Paul

malsancak


Joined: 23/08/2009
Posts: 2874

Message Posted:
28/07/2010 10:24

fiendishpaul, I've had a few ups and downs with Extend but have been a customer for 6 years. I was patient for 2 weeks about getting 512k instead of 1024k but when the speed consistently dropped to 256k I thought that it was time to go public to find out if problems were just me and my neighbour or was signs of a general deterioration in the service. Seems like a localised problem. I just wish the helpdesk hadn't told me I was only signed up for a 512k service and then a few hours later it was supposed to be 1Mb and yet tests plus general experience disprove this.

catalkoykid


Joined: 15/02/2009
Posts: 1190

Message Posted:
28/07/2010 10:40

http://www.speedtest.net/result/894511482.png i wont complain then lol

malsancak


Joined: 23/08/2009
Posts: 2874

Message Posted:
28/07/2010 10:42

catalkoykid, but what's the weather like there?

catalkoykid


Joined: 15/02/2009
Posts: 1190

Message Posted:
28/07/2010 10:53

lol not as good as there thats for sure, shame i cant bring my internet connecting over with me in sept lol

malsancak


Joined: 23/08/2009
Posts: 2874

Message Posted:
28/07/2010 12:10

or take the weather back with you