Problems wih Multimax internet speeds and Customer Service

ataturk


Joined: 09/09/2008
Posts: 712

Message Posted:
13/01/2012 22:05

Anyone else having problems with Mutlimax internet and customer service. I have recentl had there internet installed and decided to try them out for the month just in case they were no good. I didnt want to take a risk for the whol year and then be stuck with a poor service for the next twelve months. At first internet speeds were good but then in the last week I have had serious problems with speed and serious call quality problems using voip, skype and viber to teh point that I am unable to run my business as I cant talk to my clients otherwise. After three calls to their office and speaking to the owner on live chat twice and sending him two emails as well I have had no reply and no one is interested whether our internet is working properly. If anyone from Multimax is listening you wont keep customers with poor customer service. If you cant solve the problem at least make contact with your customers and keep them updated. That is if you want to keep customers.

carian


Joined: 13/03/2009
Posts: 336

Message Posted:
13/01/2012 22:43

Judging by previous posts on here, you seem to have been very unlucky to experience these problems.

oliveoil


Joined: 16/03/2008
Posts: 58

Message Posted:
13/01/2012 23:24

My neighbor phoned them several days ago to speak to the boss about a couple of connections and to date still no reply so he decided to stay with extend meantime

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
13/01/2012 23:31

This customer has been told from Day 1 that his problem is not with our connection.



After repeated attempts by the customer put the blame on us, I have agreed to take a deeper look when I have the time. This was 2 days ago and I really haven't had the time for wild goose chasing.



Our job, as Multimax is to provide our customers with an Internet connection and we do just that.



I have arranged somebody to call and come over tomorrow with a laptop to demonstrate that there is no problem with your Internet connection.



below is the results of tests I have conducted approx at 13 Jan 2011 21:00



Speed Test:

status: running

duration: 1m9s

rx-current: 7.3Mbps

rx-10-second-average: 6.5Mbps

rx-total-average: 6.2Mbps

lost-packets: 2

random-data: no

direction: receive

rx-size: 1500



Please note that this customer is officially on 4Mbps package.



(cont)

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
13/01/2012 23:34

[cpe@Ataturk Yusuf] > ping http://www.google.com

HOST SIZE TTL TIME STATUS

173.194.69.105 56 42 114ms

173.194.69.105 56 42 123ms

173.194.69.105 56 42 135ms

173.194.69.105 56 42 133ms

173.194.69.105 56 42 130ms

173.194.69.105 56 42 127ms

173.194.69.105 56 42 121ms

173.194.69.105 56 42 138ms

173.194.69.105 56 42 141ms

173.194.69.105 56 42 145ms

173.194.69.105 56 42 141ms

173.194.69.105 56 42 158ms

173.194.69.105 56 42 129ms

173.194.69.105 56 42 134ms

173.194.69.105 56 42 119ms

173.194.69.105 56 42 148ms

173.194.69.105 56 42 166ms

173.194.69.105 56 42 174ms

173.194.69.105 56 42 132ms

173.194.69.105 56 42 139ms

sent=20 received=20 packet-loss=0% min-rtt=114ms avg-rtt=137ms

max-rtt=174ms

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
13/01/2012 23:39

@oliveoil, why/what would he want to speak to the boss about? Any Multimax employee in the company is more than qualified to answer any connection questions.



This is like 'I wanted to eat at Ezic but the owner was not available so I had a sandwich instead'.



K.

oliveoil


Joined: 16/03/2008
Posts: 58

Message Posted:
13/01/2012 23:55

This is like 'a silly reply' and uncalled for, if I was in a restaurant and asked to see the manager/owner, unless he was unavailable I would expect to see him, its called good customer service Kemal, however I dont have an axe to grind but if your staff say you will call and you dont maybe there is a breakdown in communication somewhere.

Thank you

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
14/01/2012 00:08

I apologize if I have offended, I just do not understand the logic behind the 'need' to speak to boss directly for a connection.



I have not received his request for a call back, so there might be a communication breakdown somewhere.



At the end of the day, I am only 1 person and I need to prioritize my time. I already work 20 hour days (yea, really) and it is not enough.



I prefer my customers/prospective customers to deal with our Multimax representatives and contact me only if it is necessary. Maybe I am asking for too much.



K.

Izzet



Joined: 01/12/2006
Posts: 920

Message Posted:
14/01/2012 02:28

Having seen this thread, I wanted to post and support Kemal.



I have been having problems with Kibrisonline (Superonline) for 2 weeks and Multimax came and offered an excellent solution. It was really a complicated one I believe with all these wireless signal collissions causing a poor unstable connection. Kibrisonline failed to solve this and I am grateful that Kemal's team did it.



Izzet

Hippo


Joined: 02/02/2007
Posts: 2070

Message Posted:
14/01/2012 06:14

Hippo Does not give accolades easily however on this occasion Multi-max receives praise.



I had a little problem at the first over the installation, an email to Kemel was answered properly with an admission of some blame on their part a full explanation and a free week of Internet.



The other night a small problem i contacted the on line forum this was about 8 o'clock answered promptly by the Kemel himself, problem sorted within two minutes.



I am getting consistent good download and upload speeds.





I have only praise for this truly professional firm.

scoobydoo


Joined: 10/11/2008
Posts: 2434

Message Posted:
14/01/2012 07:08

When we first had Multimax installed in Ozankoy, it was slow and kept dropping however once I spoke with both Kemal and the Multimax staff and understood their situation we were prepared to wait until their station at the Cratos Hotel was up and running, once that was complete we then had no problems whatsoever.



We have now moved and both Kemal and the staff could not have been more helpful in making the transition as smooth as possible.



We can watch UK tv when we want to as the download speeds are great with no buffering.



We have found Kemal and the staff at Multimax, polite and professional at all times so could therefore we could not ask for more.



Sue

rollinbones


Joined: 14/11/2008
Posts: 201

Message Posted:
14/01/2012 07:46

If you want Internet problems try digital supreme..... They have been utterly crap for months..... I will be moving to Kemal's Internet company ASAP..... Ditching the above early in the contract..... I have heard nothing but good news about Multimax and I look forward to being able to read my emails at home.... Will call you Monday Kemal.....

zeytinlidere


Joined: 18/07/2008
Posts: 112

Message Posted:
14/01/2012 07:51

Hi Sue,



We also recently had Multimax installed and are very happy with the internet speeds and connection. Can I ask are you using the Channel 4 vpn supplied by Multimax and if so is it working ok? We are using BBC iplayer for downloading and ITV iplayer for catchup which are both working great but I have had no joy getting the Channel 4 vpn to work. I'd like to point out that I am not blaming Multimax for this as they have done exactly what they said they would in terms of internet connection.

Thanks

scoobydoo


Joined: 10/11/2008
Posts: 2434

Message Posted:
14/01/2012 07:58

Msg 13,



We have not tried using the Channel 4 vpn as yet so I am sorry I cannot help you there, we watch tv so little that the last time we switched it on was Christmas day to watch the best of Morecambe and Wise and also Porridge!



We also use BBCiplayer occassionally and if you have not seen the Frozen Planet series, it is well worth downloading but we can watch BBC tv live as the download is so good for us as we did on Christmas day.



Sorry I can't be of much help.



Sue

ozankoys


Joined: 20/06/2008
Posts: 905

Message Posted:
14/01/2012 08:23

We have also recently had Multimax installed and have had a few teething problems. The engineer had to come back as we found out that the installation had interfered with our Digiturk reception which was an unusual problem for them apparently but he was able to fix it.

We then had a speed issue, it has taken them a couple of days to respond to my e-mail but it has now been resolved and Kemal has given us 5 free days to compensate for their under par performance.

Only time will tell if this excellent level of customer service can be maintained but at the moment they are doing everything right as far as we are concerned - you cannot please all of the people all of the time!

Cazleo


Joined: 06/04/2011
Posts: 232

Message Posted:
14/01/2012 10:45

I have nothing but praise for Multimax. We have had a few small issues, but every time I have called, the staff have been polite and helpful and when they say they will call back (rather then keep me waiting on the line for up to half an hour or not come back to me at all- as Extend used to) they call back.

People should bear in mind that Multimax are only responsible for part of the internet connection - from them to you, if there are problems with telecom or Turkey, they have no control over it.

I would like to thank Kemal for all his hard work and hope he will be able to work less hours at some point and have a life as well!

moxie


Joined: 23/05/2009
Posts: 969

Message Posted:
14/01/2012 11:28

Multimax respond to my every phione call that day, their customer service is excellect.........hoping to be poiting towards Cratos soon ?

tomsteel


Joined: 22/06/2009
Posts: 482

Message Posted:
14/01/2012 12:47

Top firm!!

ataturk


Joined: 09/09/2008
Posts: 712

Message Posted:
14/01/2012 15:58

Kemal thank you for coming and telling me on the forum that I have no problem with my connection, I did speak tp your office yesterday evening and told them to let you know that I still had issues with the service as you were dealing with the original problem. I did get a call back from your office yesterday after my phone call telling me that somebody will call me me back within a few hours to resolve the issues, no one did. Once I posted on the forum use you wasn't too busy to come on and run some tests, however last night our speeds were well below what they should. Thank you for asking Erol to contact me this morning and we have discussed the issues and I will run some more tests and get back to him and hopefully it will be resolved. I understand from Erol that my issue didn't warrant an immediate response and whilst I understand this it is only good practice to type a five second email and at the very least acknowledge my emails.

zeytinlidere


Joined: 18/07/2008
Posts: 112

Message Posted:
15/01/2012 14:57

Can anyone out there help me with setting up the Channel 4 vpn please?

erolz


Joined: 17/11/2008
Posts: 3456

Message Posted:
15/01/2012 15:24

zeytinlidere if you mean on a multimax connection then basic details can be found here



http://www.cyprus44.com/forums/75479.asp



If you have any problems following the guide in the link given there email me erolz@cream.org and I can either talk you through it over the phone or talk you through setting up a means for me to link to your computer from here and having done that set it up for you remotely.