Extend Internet has problems!

JohnBey


Joined: 05/04/2009
Posts: 46

Message Posted:
02/03/2010 19:45

Has anyone got trouble with Extend, it has been down since mid last week. You cannot get through to them unless you wait for between 5 and 10 minutes on the phone.

Your input would be welcome and maybe letting everybody who may be affected know what the problem is and perhaps when is it going to be sorted out.

mahdel


Joined: 28/05/2009
Posts: 255

Message Posted:
02/03/2010 19:46

i just got them last week and its been bad. It works about an hour or so and then goes out. It seems to work better if I restart the modem though. I'm glad to hear it's not normal.

Carndi


Joined: 12/06/2009
Posts: 613

Message Posted:
02/03/2010 19:51

My internet went down on Thursday and they said they would be out on Friday but were unable to get here until sunday afternoon,no doubt due to the weather.

They also sorted out several others in the this area but also left a few who were still unable to get internet today.

come_on_aylin


Joined: 14/06/2008
Posts: 908

Message Posted:
02/03/2010 19:53

My neighbour has been out for about a week - he says that 90 odd customers are affected, I think he said there was an network upgrade that had gone wrong but don't quote me. Don't know why it's not affecting us as we are with Extend, maybe we point to a different base station.

professoregit


Joined: 30/08/2008
Posts: 381

Message Posted:
02/03/2010 19:57

Was having a go at Nethouse a week ago, and was thinking of going back to Extend, but looks like they are

still rubbish, Nethouse not that much better.

malsancak


Joined: 23/08/2009
Posts: 2874

Message Posted:
02/03/2010 20:25

Extend fixed the problem for me within 24hrs but missed my neighbour because they hadn't informed them. As I understand it an upgrade did go wrong which required everyone affected to be manually reconfigured. One of the reasons I believe I was sorted out quickly is because I have registered with Gwyn who acts as an intermediary at no extra cost to myself

AlsancakJack



Joined: 14/08/2008
Posts: 5762

Message Posted:
02/03/2010 20:34

mal

Paul and Gwyn offer a service second to none and coupled with extend it is as good a service as you can get on the Island.

AJ

harita


Joined: 14/08/2008
Posts: 1343

Message Posted:
02/03/2010 21:20

Got to agree with AJ message 7 .. Had problems for 1 afternoon last week .. Phoned Gwyn to check if internet was down .. Next morning Paul was at our house problem sorted .. Service second to none ..

newscoop


Joined: 23/12/2007
Posts: 2197

Message Posted:
02/03/2010 22:34

No problems with Nethouse.

itsadogslife


Joined: 17/03/2009
Posts: 121

Message Posted:
02/03/2010 22:58

Still off after nearly a week dont call that good service from extend .

jessy


Joined: 04/12/2007
Posts: 289

Message Posted:
03/03/2010 00:36

had enough. paying for 1mb getting 300kps. if you want to check yours

http://www.broadbandspeedchecker.com

i have paid for 1 year never again as soon as i am close to using up my money am shifting to a local supplier that i can speak face to face with and get it sorted. been recommended to the guy opposite green holiday village.

jessy


Joined: 04/12/2007
Posts: 289

Message Posted:
03/03/2010 00:38

need to vote with our feet. gone to big to fast and we are all suffering

fiendishpaul


Joined: 18/05/2008
Posts: 1720

Message Posted:
03/03/2010 08:41

I am with Extend and have not had a problem. Pay for 1MB and that is exactly what I get.



No complaints here.



Paul

Deniz1


Joined: 28/07/2009
Posts: 3829

Message Posted:
03/03/2010 08:55

I had a cable problem with nethouse ok their call centtre is rubbish but i went to the office in Girne weds morning and was told someone would come on thursday. He turned up on wends afternoon fixed the problem and off he went. He also spoke excellent english although i speak turkish it does help. Well done Nethouse.

JohnBey


Joined: 05/04/2009
Posts: 46

Message Posted:
03/03/2010 11:06

Been off a week now, perhaps we shall be repaired/put back on sometime during the next week???? we shall see.

However, before this 'blip' we have had excellent service from their agent Paul & Gwyn over the last few years and before with the Internet Club. At the moment it seems that they are not being allowed to help with the reconnection of the people who they represent, ie: people who pay their monthly/yearly money to them, never mind all the others/hundreds who may be contacting them and probably giving them verbals. The reconnections seem to be out of their hands because if they could help they would, as message 7 says their service is second to none.

It seems to me that Extends own customer service is non existant, as I said at the top, it was between 5 and 10 minutes before they could answer the phone. Plus although Extend do have customers contact numbers they have not & do contact their customers, at any time. Extend can only get better.

Groucho



Joined: 26/04/2008
Posts: 7993

Message Posted:
03/03/2010 11:35

If you do get through to eXtend's office on 0392 6003800 ask to speak to Dennis... he has an American1-English accent and he's the one who controls the configuration of wireless connections.



BTW. since we had a new POE, new cable and replacement PCB for the roof we've been fine... there now I've done it!

Marvo


Joined: 30/04/2007
Posts: 194

Message Posted:
03/03/2010 12:31

Been with extend now for almost 2 years and had no problems so far. I think it may be related to where you get your signal from, mine comes from the Merit Hotel.

crofter


Joined: 16/12/2008
Posts: 1035

Message Posted:
03/03/2010 13:28

We are apparently on Ciklos and have nothing. Some friends of our live near to Ciklos and they are still on a good reception. I think that there must be hundreds of people without internet. Come on Extend get it sorted - faster than you are doing.

keithcaley



Joined: 13/06/2008
Posts: 2521

Message Posted:
03/03/2010 14:24

My Extend connecton has been off for a week now, and I'll agree that their idea of customer service isn't the same as mine.

I have rung them every day and been told nothing but lies - they promise that someone will come today, or tomorrow, but no one has been. If you ask to speak to the manager they say 'he is not here' or put you through to an extention with an 'ansafone' on it. And you can actually hear the bloke in the background, telling the girl what lies to tell...Spineless Bastard! - too frightened to actually talk to a disatisfied customer himself! And to add insult to injury, that's after spending up to 15 minutes on hold.

I've just been across the road, to Hay Pem - opposite Green Holiday Village, and got connected to their hotspot - 55TL for 30 days. We'll see what Extend are prepared to do about that - Ha Ha

I too am on a yearly contract with Extend, but I'm going to try to cut it short, on the grounds that they have broken the contract, I'll keep you posted....

basheer



Joined: 22/12/2008
Posts: 949

Message Posted:
03/03/2010 15:22

I'd like to note down Paul & Gwyn tel number or email if I develop issues with the likes of next expect to be in lapta next month

thanks

Ozbey


Joined: 04/03/2009
Posts: 304

Message Posted:
04/03/2010 11:30

Is Extend now working OK for everyone?



I still use my Extend email address (but connect to internet through another ISP), but have been unable to send or receive for the past 7 to 10 days, and still can't. Don't know if it is related to their current problem or if they have eventually closed my email account.

Any advice please?

Regards,

Ozbey.

keithcaley



Joined: 13/06/2008
Posts: 2521

Message Posted:
05/03/2010 17:03

Well, it's now Friday afternoon...nine days after I lost my Extend internet connection...

I rang Extend for the umpteenth time, and got the same old story - "Our Technical Service will call to your house tomorrow" - but I was getting a bit sick of it by then, hearing the same lies repeated over and over, and I told them so.

30 seconds later I got a 'phone call from the 'Technical Service', asking for directions (whatever happened to that marvellous GPS system that they set up??) - and a van arrived shortly after that.

OF COURSE THEY DIDN'T FIX IT

They just unscrewed the receiver box from the dish and took it away, with the inevitable promise - - -

"We will call again TOMORROW"!!!!

Does anyone want to lay a side bet on this?

malsancak


Joined: 23/08/2009
Posts: 2874

Message Posted:
05/03/2010 18:36

I suppose I shouldn't complain seeing as they fixed my internet connection within 24hrs but we decided to accept the offer to upgrade to 1Mb, paid for it on Tuesday, and after several reminders over three days later someone still can't be bothered to type in a few instructions to set it up.

JohnBey


Joined: 05/04/2009
Posts: 46

Message Posted:
05/03/2010 21:55

Have waited in for Extend, for 4 days without anyone calling. Perhaps they will call tomorrow to take away the equipment. Then another week or two before they get it back inplace. Should we get a 3G??

malsancak


Joined: 23/08/2009
Posts: 2874

Message Posted:
06/03/2010 10:22

I think Extend is swamped by problems created by their dodgy upgrade. I've been waiting 4 days now for a simple upgrade to be activated. It's a good service including, if you are a customer, music and video on demand at http://modserver.extendbb.com/

keithcaley



Joined: 13/06/2008
Posts: 2521

Message Posted:
06/03/2010 19:31

Well, here we are, one day later, and have they been back to fix my internet up?

You've got it in one - HAVE THEY HELL AS LIKE!

You could have made some good money bettting on that...

As Sir Humphrey might say...."A colloquial expression regarding their presumed inability to arrange and present a convivial social occassion involving the consumption of alcoholic beverages in an establishment dedicated to the production of said items springs to mind"

That's right - I've just been watching an old episode of 'Yes, Prime Minister'

Thank goodness for Hay-Pem Electronics and their 'Hot Spot' just across the road!

nurseawful



Joined: 06/02/2009
Posts: 5934

Message Posted:
06/03/2010 19:46

Just back on line today after 11 days with no connection. Thursday they sent out 2 guys to take away the receiver from the roof, 1 was a guy from the call centre who spoke good English the other a monkey who was sent onto the roof and hated heights!!!!!!!!!! The poor guy was shaking from head to foot. Friday I telephoned and was told that they were on their way back with the receiver well they never got here, surprise surprise, finally fixed today. Must have cost me at least 100tl in calls to them as had to wait approx 25 mins each time and listen to that blasted message 'thank you for your patience' aaahhhhhhhhhhhh.



Still shouldn't complain back on now. But for how long!



Chris

Panchocat


Joined: 29/11/2009
Posts: 1333

Message Posted:
06/03/2010 23:36

Had it from VERY good authority that the problems of late were sorted in this way. TC's first,Turks second, Pakistanis third and then ex pats. Luckily we have had no problems and when we do Gwyn and Paul are BRILLIANT!

keithcaley



Joined: 13/06/2008
Posts: 2521

Message Posted:
08/03/2010 11:06

Hurrah!

They came back on Sunday afternoon and fixed it - so that was 11 days, the same as nurseawful.

The repairman told me that an upgrade had been corrupted by a virus; - as I recall, that's what they said the last time...

If they don't even bother to virus-check their own software, it makes you wonder about the integrity of the software that's available for download on their 'MOD Server'.

And why oh why can't they just tell you the truth when you ring up, instead of constantly repeating the same old LIES - 'They will call to your house tomorrow' etc - and that snivelling, spineless 'Manager' who daren't come to the 'phone and actually SPEAK to a customer!

That's it - rant over!

trigger88


Joined: 15/04/2009
Posts: 64

Message Posted:
10/03/2010 22:36

extend are absolutely crap they promise a service they cant maintaib you can never get a straight truthful answer from them and they dont provide the speed you pay for either i think its time to change providers

Sideways



Joined: 21/01/2009
Posts: 529

Message Posted:
10/03/2010 23:44

Extend customer service is non existant. I have NEVER received a reply to an email which I've sent on numerous occations plus same as "trigger88" I am not receiving the speed I've paid for.

Is there any way that Extend will contact me? Only when my payment is due.



I'm sure Extend must monitor this site, how about a reply?



Pete.

scruff


Joined: 15/07/2008
Posts: 1070

Message Posted:
11/03/2010 00:30

Do what I did, 3 years ago, blow them out. I'd had enough of Extend after 3 months.

magolina


Joined: 06/12/2008
Posts: 461

Message Posted:
11/03/2010 17:45

mine has been out over two weeks and they have never come out to me or rang me . was desperate so went out and had to buy a dongle it is a good job I only paid month by month.