Madasafish - cautionary note!

martinbsp · 1 March 2006 at 3:47PM

I signed up with Madasafish wireless broadband about 2 weeks ago. Still no broadband!

All I can say is beware! They probably have lots of satisfied customers but who betide anyone that has to use their helpline.

(a) You need to call the helpline before 7am in the morning or after around 11pm in the evening with a chance of getting through (I gave up on many occasions after 20 minutes of waiting)

(b) Emails are not responded to until 24 hours later, and even then responses are very spartan, no real answers

(c) Promises to call back are never kept

(d) The call centre is in India. Nothing wrong in that of the system worked, but it's clear to me that their staff aren't always clear about what's going on

So, be warned!

GreenNotM · 1 March 2006 at 4:44PM

Hi Martinbsp -- where are in the ordering process ? Or is it a technical issue ?

here is my experience from the article discussion area post #147. Unfortunately for you - much better then yours.

GreenNotM wrote:

Well I went with Madasafish and am I happy ?

Put order in early Friday 24/2/6 after midnight Thursday.
Got 2 emails back same day, one confirmed order, other confirming activation date 4/3/6 and modem will be here in a few days.

Sometime Monday 27/2 my phone line went dead

10am Tuesday 28/2 at home - modem router arrived from Madasafish via Parcelforce/RM.
Reported line fault to BT via 151 on a payphone - BT's fully automated service confirmed fault on line, allowed me to forward landline calls to mobile ( no cost to me or caller ) I also got them to send text updates on fault progress. System said engineer would be out Wed AM if needed and I would be paid a pound a day, if fault not fixed, to cover mobile costs . Got first text as i left phone box 13:01. Fault investigation underway.

Next text @ 15:14 The fault had been fixed :beer: and it had.

Unpacked the router/modem ... followed the setup sheet and used logon details from the second email .... I was on broadband for the first time at home.:eek: :eek: :eek: on 28/2/5 @ approx 16:00 - Five days after putting in my order http://www.madasafish.com/cheaper/

BTW If anybody else has the Vovager 240 router - there is now firmware upgrade http://www.voyager.bt.com/240/downloads.htm You need to run this file first to expand it - and then follow the instructions here http://www.voyager.bt.com/faqs/ethernet_products/240/windowsxp/advanced_features/upgrade_firmware.htm

So am i happy with Martin's :money: recommendation for first timers ... not half ... Cheers :beer: Martin :beer:

Ps all my missed calls were picked up by the 1571 service as my line did not ring as dead !

Gambler · 1 March 2006 at 8:15PM

I'm looking to move here from BT. I only had to use the BT helpline once, on the first day I had Bband as I could not get it set up.

After over an hour of waiting I gave up !

£11 a month saving seems too good to miss.

Madasafish_Customer_Care · 2 March 2006 at 10:49AM

Hello Martinbsp -

When I saw your email I was very concerned as this is not the experience that we want our customers to have.

I would like to ensure that we're doing our best to get your broadband up and running and fully investigate our communications with you. I will address the issues you've raised in training with my team.

I would be grateful if you could please send an email to: custserve@madasafish.com with the subject line ATTN: SAMARA and include your Madasafish username.

Thank you for your assistance.

Kind regards,
Samara
Madasafish Customer Care

martinbsp · 2 March 2006 at 7:27PM

Shortly after the posting of my original message on the MSE website I emailed Madasafish as requested. Shortly after I got a call from the Managing Director in person. I'm due to speak directly with one of their technicians tommorow morning.

I'd like to state publicly that this gesture from the company is really appreciated. Hopefully this will lead to a successful resolution of the problem.

It also speaks volumes about the power of the MSE website. Martin (MSE), you are to be applauded.

I'll post back once the technician has called.

bssmaa · 3 March 2006 at 9:51PM

Hi I am also having problems with madasa fish. I joined a month ago initially all went well but now my connection speeds are very poor see below.
0.05Mbps 03/03/2006 20:17:59
0.28Mbps 03/03/2006 20:07:23
0.19Mbps 03/03/2006 20:05:51
1.22Mbps 03/03/2006 12:12:53
0.67Mbps 03/03/2006 12:09:06
1.17Mbps 03/03/2006 11:39:43
1.14Mbps 03/03/2006 11:32:56
1.45Mbps 03/03/2006 11:13:07
1.89Mbps 03/03/2006 10:14:57
0.79Mbps 02/03/2006 21:18:09.
I had an answer to my first email which did not solve my problems and my subsequent email went unanswered. This evening my connection speed was slower than my old dial up. Is anyone else having these problems

Madasafish_Customer_Care · 4 March 2006 at 1:56PM

Hello Bssmaa,

I'm in these forums to help!

I would be grateful if you could please send an email to: custserve@madasafish.com with the subject line ATTN: SAMARA and include your Madasafish username and I will investigate what is going on.

Thank you.

Kind regards,
Samara
Madasafish Customer Care

martinbsp · 8 March 2006 at 12:34PM

martinbsp wrote:

Shortly after the posting of my original message on the MSE website I emailed Madasafish as requested. Shortly after I got a call from the Managing Director in person. I'm due to speak directly with one of their technicians tommorow morning.

I'd like to state publicly that this gesture from the company is really appreciated. Hopefully this will lead to a successful resolution of the problem.

It also speaks volumes about the power of the MSE website. Martin (MSE), you are to be applauded.

I'll post back once the technician has called.

I'd just like to say a big thankyou to Madasafish for finally sorting the broadband problem out.

I'm glad to say based on my latest experience that I would be happy to recommend them to anyone.

littlereddevil · 8 March 2006 at 12:45PM

At least they are trying which is more than tiscali do. I thought of joining madasafish b ut unsure now. I am not happy with indian callcentres are they free?

Madasafish_Customer_Care · 8 March 2006 at 1:41PM

Hi Littlereddevil,

Madasafish support is actually based in South Africa and its great.

Why don't you e-mail me at custserve@madasafish.com with the subject line ATTN: LIAM and we can discuss what your requirements and what you are unsure about re: joining Madasafish.

Best regards

Liam
Madasafish Customer Care

wadge · 8 March 2006 at 1:57PM

What are the excess bandwidth charges over the 5GB cap?

Madasafish - cautionary note!

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