Internet Connection Problems - Apology from Multimax

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
14/09/2011 15:22

Since this morning, we are experiencing Internet slow-downs cause by our TTNet uplink. We are told that the problem is with Turkey's uplink to the outside world and all of Cyprus and most of Turkey is currently affected by this problem.



The copy of the final email from Turkish Telekom representative from Adana is as follows:

Merhaba,

Tüm Türkiye’nin yurt dışı çıkışlarında yurt dışında meydana gelen fiber kesintisinden dolayı sorun bulunmaktadır. Bundan dolayı yavaşlık yaşamanız muhtemeldir.

Teşekkürler, iyi çalışmalar.

Fırat C** T****L



which rougly translates to: "All of Turkey's uplink to outside world is experiencing problems due to fiber cuts"



We apologize from all our customers who are affected by this problem and we are constantly monitoring the situation.



Kemal

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
14/09/2011 15:40

I suggest you check out http://www.mmcyp.com and run the speedtest by clicking the button at the left middle of the page. This server is located just before our Internet exit. If you are getting good speeds from here, your connection is probably ok and the problem lies elsewhere.



Just a simple tool so that you have an idea where the problem lies and who to blame!



Kemal

0maintenance


Joined: 22/09/2010
Posts: 2179

Message Posted:
14/09/2011 16:48

We got the same story from nethouse.



Any idea how long it may take to fix the problems,nethouse said some time today,whats your thoughts?

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
14/09/2011 16:58

Well, I dont think neither me nor anybody else is currently in a position to make any predictions at the moment, however, considering the seriousness of the issue, I am sure best engineers at Turk Telekom are working around to clock to get it fixed.



Kemal

bigwheel


Joined: 03/11/2008
Posts: 38

Message Posted:
14/09/2011 17:10

Kemal,



In my opinion Multimax make a refreshing change from the norm



Many thanks for the information, we have been with you 5 weeks now and I have to say we are seriously impressed,



Having been with our previous internet provider for 6 years we were frustrated at the fact that the 2mb speed (we pay for) was in actual fact our fault and although we would get 1mb, sometimes we would get as little as 256kb



We get a call from yourselves when there is going to be an outage,



We are at present getting far and above the 10mb speed we pay for,



We had small teething problems when we first got connected and your guys were here within the hour and resolved all the issues promptly and politely,



Mudassa is always contactable and very helpful, (I once phoned him on his day off and he still was as helpful as ever)

The vpn you provide is superb for BBC I player,



We have absolutely no connection to this company just very satisfied customers

0maintenance


Joined: 22/09/2010
Posts: 2179

Message Posted:
14/09/2011 17:14

We are currently waiting to try MM,but cannot get a signal in catalkoy,so we must wait a while longer to try MM internet.

Look forward to trying and moving over if as great as people are saying.

moxie


Joined: 23/05/2009
Posts: 969

Message Posted:
14/09/2011 17:19

im not really sure???? i have 2 mbit, and my uplaod speed is 181mbps and download is 440mbps????how does that relate to 2 mbit???

islandgirl


Joined: 12/09/2009
Posts: 302

Message Posted:
14/09/2011 17:23

We give MM the thumbs up, great service.

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
14/09/2011 17:55

Thank you everyone for kind words. Our goal is simple. I am sure everyone has heard how somethings are not possible OR lacking quality OR very expensive and being in North Cyprus is usually the sole excuse. We just want to show you that some things are possible despite the fact that you are in North Cyprus.



That being said, as a new startup company, we are not entirely perfect(we will probably never be), as already being revealed in this post, Catalkoy and parts of Ozankoy is currently our weak spots, in which we are currently negotiating for new basestations and should be providing our permium service in those areas probably within the next 2 weeks. Any customers who already are using our connection in those areas but without the optimum performance will be compensated accordingly.



Kemal

Our customers' wishes guide us, we lead the way, others follow.

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
14/09/2011 18:00

The problems we experienced from TTNet earlier today seems to have been alleviated. Though we have not received a formal update from TTNet, we cannot be sure if it has been completely fixed.



K.

auriga


Joined: 26/08/2010
Posts: 35

Message Posted:
14/09/2011 18:04

i am moving to arapkoy in early october.on the northern edge of chelsey village with clear los to cratos. does your coverage work there thanks

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
14/09/2011 18:58

@auriga: Must be your lucky day . We are already provisioning a base station in the chelsey village itself, which should be operational by the time you move there.



K.

Soon2beThere


Joined: 31/08/2011
Posts: 8

Message Posted:
14/09/2011 19:30

KBASAT, Hello I have been looking on the forums and see your internet company has had very good reviews. What areas are your best signal, as we will be opening a small office in the North and need an area for the very best connection and highest MB to use VOIP. Look forward to your response many thanks

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
14/09/2011 23:07

Hello,

On the south side of Kyrenia(Besparmak) Mountains, we have good coverage west of the Ercan Airport area, all the way to Lefke.



On the North Side of the mountains, we are currently installing phase2 equipment, once completed within the next 2-3 weeks, we will have proper coverage of everywhere from Karsiyaka to Tatlisu.



We have just started, so best is yet to come! ;)



K.

emineden1


Joined: 22/12/2008
Posts: 512

Message Posted:
15/09/2011 11:07

Hi Kemal,



recently sent you an email, but not heard back. Have you received it please?



dennis

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
15/09/2011 14:35

@dennis: I have got your email, I dont know how I missed the first one but I have them both, I will be checking the info and reply to you later today.



K.

tomsteel


Joined: 22/06/2009
Posts: 482

Message Posted:
15/09/2011 14:43

Hi K. Exterior cabling completed. Any idea when base station is being installed? Regards - TS

emineden1


Joined: 22/12/2008
Posts: 512

Message Posted:
15/09/2011 16:16

thanks Kemal

TheRooster


Joined: 05/11/2008
Posts: 10

Message Posted:
16/09/2011 10:00

HI Kemal



Could you let me know if you have internet coverage down in the village of Alagadi. Our present internet comes off the power station.



Many thanks.

Salamisboy


Joined: 20/03/2011
Posts: 54

Message Posted:
16/09/2011 10:21

Kbasat - do you supply coverage to the east coast and can you provide a link to your website (Google only throws up Multimax Thailand)!



TIA

Sb.

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
16/09/2011 10:45

@TheRooster:Our Arapkoy basestation which will be installed within the next 10 days will provide some coverage in the Alagadi area. However, we are looking for a suitable basestation in the Alagadi area as well, if you or anyone with a place in a suitable location (one of the places on clifftop would be ok), please contact me at kbasat@multimaxcyprus.com



@Salamisboy

http://www.multimaxcyprus.com or http://www.mmcyp.com is our website but its currently under construction. We currently do not have coverage of the east coast, but planned expansion is underway in Phase 3, which will commence in 1 month and should be completed before the end of the year.



K.

moxie


Joined: 23/05/2009
Posts: 969

Message Posted:
19/09/2011 12:09

Tried calling Ozzy today , i havent been able to watch i players......it states im from outside UK so i guess the hide address thingy is not working ?

bjrice


Joined: 08/04/2008
Posts: 53

Message Posted:
19/09/2011 12:48

i've been having the same problem all weekend. is there anything i can do to resolve it.

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
19/09/2011 13:22

Hello,

We have just checked and confirm that there is a problem with BBC iPlayer. This is a configuration that needs to be fixed on our end, so there is nothing you need to do.



We are working on the issue and expect the service be fixed sometime today.



For future reference, if you have any problems with your service, you can send an email to info@multimaxcyprus.com, enter http://www.mmcyp.com and chat with us online (if nobody is online at that moment, you can leave a message, it is the grey button on the right middle). These messages are checked frequently including non-office hours and weekends, so we can assist you quicker.



An extended hour call support line is also on the way.



Kemal

ballymurphy


Joined: 20/09/2009
Posts: 166

Message Posted:
19/09/2011 14:57

Hi kemal, I live in the lapta area, what is the signal like in Lapta.

BM

juliamoons



Joined: 14/05/2009
Posts: 849

Message Posted:
19/09/2011 19:31

Ballymurphy, I live in Karsiyaka and the signal is very good here.

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
19/09/2011 22:48

We already have 2 basestations in lapta and signal is superb!



K.

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
20/09/2011 00:04

also, it seems that services to the BBC iplayer is restored, if you still encounter problems, please email us at info@multimaxcyprus.com.



K.

judyr


Joined: 07/07/2009
Posts: 956

Message Posted:
20/09/2011 09:35

I can also say that I have had this installed in Ozankoy and am extremely pleased with it - BBCi player etc. etc and no freezing and signal lost with Skype as I so often got with GEZZ! They also know what proper customer care is all about; Mudasser in the Karakum office has been most helpful and is extremely knowledgable.

Cazleo


Joined: 06/04/2011
Posts: 232

Message Posted:
24/09/2011 09:34

Are Multimax having problems again? Initially was very pleased with the download speeds. able to watch ITV and BBC with barely a pause. We changed from Extend because we were never getting sufficient bandwidth to watch BBC properly. We wanted a consistant provider so we could enjoy the rugby world cup, but are very disappointed to say that we are not even getting a quarter of the download speeds we paid for and I have been unable to see any of the Engand game today. Please don't tell me we have another internet company that can't deliver, I had such high hopes of this one!

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
24/09/2011 10:05

Please read: http://www.cyprus44.com/forums/74311.asp , there is curretly a major maintenance work going on in Girne area which was scheduled and was already posted here on this forum.



Nobody gets quarter of a download speeds on our network. Please send us an email at info@multimaxcyprus.com or call us at 0392 444 6629(available at extended hours now), we will need a clear description of the problem.



I personally am interested in who did you contacted before in our company regarding this problem and what was the return? We are really trying hard to maintain a high level of customer support system as well as a high level of customer satisfaction level and if we have a problem somewhere, your feedback should really help us fix it.



I apologize for the issues you have experienced, and I will make sure this issue is addressed as soon as our general maintenance is over and I get a call/email from you with details.



I will post results here for all to see.

Cazleo


Joined: 06/04/2011
Posts: 232

Message Posted:
24/09/2011 10:20

Thank you for your reply. As an irregular user of Cyprus44 - am only on here currently to help promote the concerts in the Amphitheatre - this is not the best way for me to be aware of any problems, however, I have to say I have just received a text message from you explaining there will be a problem. I have no issue with your staff who have always been polite and helpful, am just frustrated as one of the reasons we changed to you was to ensure we could watch the rugby world cup and I have missed the England v Romania game this morning.

I appreciate your quick response to my message and your method of advising your customers through text messages