Madasafish Questions/answers (merged threads)

Madasafish_Customer_Care

Hi Harryhound,

I like the graffiti one the best! I think that will be my new desktop

Kind regards,
Samara

maveli

hubballi wrote: »

I have been with Madasafish for nearly a year but appart from the very good customer service I find the speed absolutley awfull. .....................

Anyone else with the same problem?

Same story for me with MAAF. Tried everything. but no result. As you said customer service is good. But what's the point if the product is not. Everyone says MAAF is great. But what I feel is they are marketing their cutomer service over the quality of the product. One dedicated person to watch couple of forums and provide superfast replies to try different things.

Only good thing came out of my last one year with MAAF is a free wireless router.

I moved to AOL now for £9.99 for 8MB no download limit and a free wireless router.

Don't be fooled by the "excellent customer service". what we need is an excellent product, value for money (not 5GB for £17.99) with average customer service.

Maveli

oldagetraveller

Thanks Samara.
Sorry to keep harping on about this! But if nothing changes with my pc, connection method etc., why does the sync. and the consequential speed rate change so much? I've never had 6.1MB before so why has this suddenly increased from 1.8MB overnight and 4point something previously with my pc switched off but the router remaining "on"?
Come back dial up all is forgiven, it's so much more simple and consistent.

Madasafish_Customer_Care

Hi Oldagetraveller,

Sorry to keep harping on about this!

Ask away, I'm here to help!

But if nothing changes with my pc, connection method etc., why does the sync. and the consequential speed rate change so much?

There are a lot of factors that can influence Sync. A sudden drop in sync can indicate anything from BT work being carried out in your vicinity to a problem with your line (and everything inbetween).

I've never had 6.1MB before so why has this suddenly increased from 1.8MB overnight and 4point something previously with my pc switched off but the router remaining "on"?

Looking at your sync history you've never maintained a sync higher than 4.5 for more than three days. I'm a little surprised at the reading that you've got of 6.1Mb. I'm setting a diary reminder to review your sync history on Monday, so that I can see what happened over the weekend. Can you please ensure that you leave your router on the whole weekend?

Kind regards,
Samara

Madasafish_Customer_Care

Hi Maveli,

Same story for me with MAAF. Tried everything. but no result. As you said customer service is good. But what's the point if the product is not.

I've been reviewing my notes and when were troubleshooting on Huballi's account back in October moving the router from the extension to the master socket saw the sync increase from 3776 Kbps to 4128 Kbps immediately. I have no doubt in my mind that we would have seen further improvements from there if the router continued to be located off of the master socket.

As an ISP if the customer makes the choice to not optimise their set up to maximise speeds up to 8Mb that's not a reflection on the service that we run.

I'm pleased to hear that your move to AOL has worked out for you.

Kind regards,
Samara

oldagetraveller

Madasafish_Customer_Care wrote: »

Can you please ensure that you leave your router on the whole weekend?

Will do, it's usually left switched on all the time anyway.

V1NNY

Hi Samara

I’ll be sorting out my internal wiring at the weekend and will do the tests you mentioned from my BT Master socket.

If my router syncs at a much better rate from the Master socket than my extension (where my router is currently plugged into), then I will be looking to connect my router directly to my Master socket.

Which is the best cable you would recommend for this kind of connection? The distance is a little over 9 meters and I was thinking of getting THIS 10 meter cable.

Incidentally I am using a “Netgear DG834” router as opposed to the supplied “Voyager” (although I don’t think that makes any difference).


Vinny

maveli

Madasafish_Customer_Care wrote: »

Hi Maveli,



I've been reviewing my notes and when were troubleshooting on Huballi's account back in October moving the router from the extension to the master socket saw the sync increase from 3776 Kbps to 4128 Kbps immediately. I have no doubt in my mind that we would have seen further improvements from there if the router continued to be located off of the master socket.

As an ISP if the customer makes the choice to not optimise their set up to maximise speeds up to 8Mb that's not a reflection on the service that we run.

I'm pleased to hear that your move to AOL has worked out for you.

Kind regards,
Samara

Samara,
I don't know whether you reviewd my notes or Huballi's note. For me the router was always connected to the master socket and it didn't improve the speed. So the offer I got from your customer service is to de-grade the speed to 2MB from 8MB MAX. I think I PMed you at that time about my dissatisfaction over the arrogant way your staff talked to me to sell the idea of degrading the speed to a constant 2MB will improve the situation. If my memory is correct I tried everything your staff told me except the degrading but there was no good result. I mentioned all these when I requested the MAC code and the best offer you made is £13.99 for max 2MB with 5 GB download limit.

Once again I would like to say an excellent product with average customer service is 1000 times better than a sub-standard product with excellent customer service. Unfortunately MAAF falls into the later category.

Madasafish_Customer_Care

Hi Maveli,

Sorry, the example that I was using was on Huballi's account.

I do remember your account and there are situations where a line quality isn't great which makes it difficult to get consistent results on speeds up to 8Mb. In these instances we do recommend that you try a fixed rate product at 512Kbps, 1Mb or 2Mb.

I have to admit that looking at the AOL website I can't see any up to 8MB packages for £9.99. I remember a time when they were offering loyal customers the Silver package for £9.99 but that was for a fixed rate speed of 2Mb. Are you sure that you're on speeds up to 8Mb with AOL?

The cheapest unlimited AOL package that is speeds up to 8Mb is £29.99.

In any case it looks like that you're happy with AOL and I hope that you will enjoy your time with them.

Kind regards,
Samara

maveli

Madasafish_Customer_Care wrote: »

Hi Maveli,

Are you sure that you're on speeds up to 8Mb with AOL?

The cheapest unlimited AOL package that is speeds up to 8Mb is £29.99.

In any case it looks like that you're happy with AOL and I hope that you will enjoy your time with them.

Kind regards,
Samara

I got the £9.99 offer by the cancellation trick. I ordered the £14.99 silver package and after 3-4 days called them to cancel it and they reduced the price to £9.99 and "promised to increase it to 8MB after one month" I haven't tested the actual speed. But in general it is good and the frequent disconnection problem I had with MAAF is disappeard now.

Thanks and I hope I will enjoy AOL. As a matter of fact I never called (except for "cancelling") their customer service or Tech.support

Maveli.