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Does turknet have english customer service here?

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  • I have a few questions about turknet. I just applied for a connection. I am wondering if @turknetdestek also deals with english customer support as i tried the telephone number and nobody has called me back.



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  • No, they don't have an English support, but you can ask people in forum for a translation, they will gladly help you.
  • Thank you. I will post my questions here in case anybody can answer them:

    1) Does Turknet provide a vdsl model? I went online and applied for the modem campaign but it didn't ask me anywhere about modem details and it didn't charge me either (the total charge at the end was 75.99 (not sure what for) + 22 (for installation). When i went on the modem page again it said the modem is out of stock. SO i am not sure what to do in this case. Did they sign me up for the modem or not?

    2) How does the 100 mbps speed work? I checked and it said i have infrastructure in my region, so they will give me 35mbps and then i can go online and upgrade to 50mbps for the same price of 75.99. But during sign up it said i have to pay an extra 10 TL for the 50mbps price. so i am confused how they can sell it as "up to 100 mbps for 75.99" when i have to pay an extra 10tl to get 50 mbps
  • zanky Z kullanıcısına yanıt
    First of all I am not a TurkNet subscriber and information I'll provide may not be fully consistent.

    1- Yes, TurkNet provides VDSL modem with an annual subscription plan and there's no obligation that you should purchase a modem from them.You can find different specs modems from different reatilers such as MediaMarkt, Vatan Computer, TeknoSA etc. and meanwhile as it's written on their site, they ran out of modem stock and can not provide. right now so you should purchase it somewhere else.

    2- 100 Mbps speed mainly based on their own framework called YAPA.Only TurkNet owns that infrastructure and provides the most convenient and highest speeds that user can get.However TurkNet ALSO uses Türk Telekom's xDSL infrastructure too and in this case it's called VAE.In VAE infrastructure TurkNet can provide the speeds which Türk Telekom's infrastructure permits.If your speed test result query yielded with 35 Mbps and may provide speeds more than 50 Mbps, you can subcsribe with a standart 35 Mbps plan with ₺75.99 and upgrade your speed to 50 Mbps (or more I am not sure) with an extra ₺10 pay off.

    Hope I could help.




  • zanky Z kullanıcısına yanıt
    1- They sell VDSL modem/router combo to their new customers, according to your experience they didn't charge you for the modem.

    2- If they have their own fiber optic backbone to a spesific Turk Telekom's PoP they will change your connection type to YAPA and they will provide speeds what your infrastructure could handle (both download and upload) for 75,99 Turkish Lira. If your infrastructure doesn't support YAPA then they will provide you VDSL over VAE profile which means you will get fairly better service, but uploads will be limited to Turk Telekom's initiative. You will get 35Mbps down / 3 Mbps up for 75,99; if you want to get higher connection speeds you have to pay extra 10 Turkish Lira for both 50Mbps and 100Mbps (you will get what your infrastructure could handle for the same price). You can check your infrastructure whether it is YAPA or VAE from here.



    < Bu mesaj bu kişi tarafından değiştirildi LGR9 -- 4 Mayıs 2020; 1:3:55 >




  • LGR9 kullanıcısına yanıt
    Thank you both @Charmlander and @LGR9
    Very helpful answers

    1- For the modem will they include one as part of the connection then and i pay monthly for it? I am okay with buying my won from outside but i cant find the one similar to the turknet model. i.e. VDSL modems are available, but there are none with line out for VOIp so i can use the 1000 minutes. This is a small thing though so not very concerned

    2- Thank you for the explanation of YAPA or VAE. I was using google translate so it must have messed up these terms as i din't know about them. Makes sense, so they either use the turk telecom network or have their own. I am in kadikoy region somehow i doubt turknet would lay new fiber cable. Maybe they are more present in newer parts of istanbul. I am happy with the 35/50 mbps as long a i am getting that speed.

    Thanks again for the help.
  • They don't even have a Turkish one
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  • If you're in Kadıköy, it's possible that you have fiber support in your home. If you're planning to stay in Turkey for over 24 months, you can sign a contract with some Internet service providers that supports connections over fiber. Fiber is more stable, and you can reach even higher speeds with fiber. The latency is lesser than xDSL most of the time so fiber should be better overall if you're able to sign a 12/24 months contract.

    TurkNet does not have a customer care number to reach in an emergency. That's because TurkNet is an alternative provider that has lesser than %5 of the market shares. You will have to open tickets if you have problems and I'm not sure if they serve support in English.

    If you want real support with a 24/7 customer care service in English, you should either choose Vodafone, Superonline, Millenicom or Türk Telekom.

    Vodafone and Superonline shares their fiberoptic infrastructure with each other, so if Superonline or Vodafone's fiber is available in your location, you can choose which you liked more from those two.

    Superonline is owned and being funded by Turkcell. And Vodafone Net is the name of broadband department of Vodafone. Vodafone also guarantees to set up and activate your internet connection within 2 business days.

    If you don't have Superonline or Vodafone's fiber infrastructure in your home, you will have to go for Türk Telekom's fiber. If you don't even have Türk Telekom's fiber, you'll need yo go with VDSL/ADSL.

    TurkNet does not have the permission to serve it's customers over Türk Telekom's fiberoptic infrastructure, but Millenicom does. You can also go with Millenicom instead of TurkNet, as far as I know, Millenicom has a callcenter. But I'm not sure if they serve support in English.

    In the forums, the people are complaining about Millenicom's slow set-up procedure and TurkNet's awful after-sale experience. Since these two are alternative providers, you shouldn't expect good support or a fast set-up experience.

    In my personal opinion, you should call Vodafone and Superonline to ask if they have their fiberoptic infrastructure in your residence. I use Vodafone over Superonline's fiber infrastructure in my home. I signed a contract with Vodafone so they will serve me 99MBPS internet connection for 99 Turkish Liras for 24 months. This price is not that bad for 2020. They came to my house in the second day after I called their call center. My overall experience is good with Vodafone.

    I'm leaving the numbers of these companies for you. You can call and learn about their services by yourself in English.

    - Vodafone Net : 08505420542
    - Turkcell Superonline : 05325320000
    - Millenicom : 08503330333
    - Türk Telekom : 4441444

    Hope you a nice day :)



    < Bu mesaj bu kişi tarafından değiştirildi Evrifaessa_TR -- 4 Mayıs 2020; 15:39:21 >
    < Bu ileti mobil sürüm kullanılarak atıldı >




  • Hello, we offer VDSL service. Since the modem is out of stock, we do not currently have modem sales. Package fee is 75.99 TL. Installation fee will be 66 TL if you give credit card automatic order. With 3 months installments, it will be 22 TL on your invoice.
  • Oh and also, Vodafone and Superonline will probably not take an installation fee from you if you sign a 24 month contract. You should ask what's included in the tariff you're going to choose. In some packages of Türk Telekom and Superonline, you don't even pay for a router/modem.



    < Bu mesaj bu kişi tarafından değiştirildi Evrifaessa_TR -- 4 Mayıs 2020; 15:43:14 >
    < Bu ileti mobil sürüm kullanılarak atıldı >
  • Evrifaessa_TR E kullanıcısına yanıt
    Thank you for the super helpful response! Really clarifies a lot of things. I actually did check the other services and only managed to find the turk telecom tool for seeing if i have fiber in my home. It says i have Hipernet, which i dont think is fiber its probably VDSL. I couldn't find the vodaphone or turkcell tool to see if i have fiber (there is no vodaphone or turkcell box in my apartment building if that says anything, but there is turksat and Turk telecom). Also i called vodaphone and they said as a foreigner i am only eligible for maximum 24 MBPS connection for 110 Lira which seems like a ripoff.

    I did look at the packages for all the service providers and in the end spent a few days and got super confused - each of them have like 30 packages, and then theres packages for youths, current customers, new customers, smart packages with different speeds throughout the day, quotas etc. I've never had to think this much about the internet! Turknet appealed to me because it was a simple 75 lira a month, no commitment, so if i don't like it i can probably disconnect it in a few months (although the problem with these type of resellers is they don't make it easy to change service).

    For now since i sent in my paperwork already today for turknet, i don't think i have a choice but to wait for the service to get installed. I have an old adsl modem which i'll use to see if i am getting okay speeds. if its going well ill get a vdsl modem, and if its not working i'll switch over to vodafone turkcell etc. Problem is i asked a bunch of friends about the services and every single person said every other service is terrible, so it really depends on if you get lucky with your location and infrastructure it seems.

    What you said makes a lot of sense though. Will evaluate the service and if things aren't going well i won't even bother making a complaint. ill just switch services.




  • TurkNetDestek kullanıcısına yanıt
    Can i order the modem when it is back in stock? Any idea when it is back in stock? How do you expect people to use the service if you dont even supply a modem?

    I already signed up for the service yesterday. How many days does it take for someone to come to my apartment to set up the line?
  • The phone line they provide with DSL service is standard PSTN, you don't need VoIP to use it.
  • mdk404 M kullanıcısına yanıt
    Oh okay...the vdsl modem they sell has a lineout for phone (RJ45 plug), thats why i thought its voip based. i can then get any modem in that case.
  • EyesOnYou-TR kullanıcısına yanıt
    That was good
  • If you love yourself, stay away from turknet.

    < Bu ileti mobil sürüm kullanılarak atıldı >
  • Dik Otur kullanıcısına yanıt
    hahaha man based on the comments here these guys are not looking too good :( i sent in my agreement so dont think i can do anything now. will try them for a month and see how it goes. I really had no idea they had such minimal customer support levels.
  • zanky Z kullanıcısına yanıt
    If you're going to reside at the same address for a year, you should consider Türksat Kablo as a reasonable option with an annual commitment.
    Their service and customer care is above average and if you don't have an infrastutructural problem, they provide the connection speeds they promise.

    < Bu ileti mobil sürüm kullanılarak atıldı >
  • Charmlander kullanıcısına yanıt
    Yep my apartment building has a turksat kablo box so i have it in the building. Do you know if turksat uses copper line adsl/vdsl or is it coaxial cable? I just called them and they say they can give me a 100 mbps connection, but during 7-12 pm it is only 25 mbps, for 101 Lira. I will see if i can get a deal where during 7 - 12 pm the speed is higher.
    I already sent my documents to turknet though, i will see if i can just cancel them.
    • 
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