Madasafish Questions/answers (merged threads)

Madasafish_Customer_Care

Hi Hubballi,

Are you connecting off of the master socket?

If not, this will probably be what's causing the speed issue and why we're recommending that you invest in a wireless router.

If the loss of speeds are caused by you not being connected to your master socket - you'll have the same issue with any ISP who is offering speeds up to 8Mb as your internal wiring is effecting the quality of broadband in your home.

If you are connected to the master socket (and you're using only the cables that came with the router we supplied - so no long telephone extension cables) - and your service has degraded over time than I would recommend testing your microfilters. A faulty microfilter will effect the quality of your service too and microfilters have been known to go faulty over time.

To check your microfilters to see if you’ve got a faulty one, unplug everything from all phone sockets in the house, test each filter from the test port from within your master socket by connecting to the Internet. If you get a substantially lower sync using one of the filters you’ve found your faulty one and it will need to be replaced.

Here is how you check your sync using a Voyager router:

visit: http://192.168.1.1

+ Click on the Advanced link in the blue menu bar on the left
+ When the screen refreshes click on the new Advanced link that appears in the white part of the screen
+ The blue menu to the left will expand and from here click on Status
+ From the drop down menu click on Broadband Line

In the results look for what's listed as Line Rate.

Please keep me posted if you would like for me to investigate your account/set up and I'll be more than happy to help. I'd be more than happy to have a look at what we have listed as your BRAs profile to see if your getting throughput speeds that match your BRAs profile. If they don't match this would further indicate a problem with the hardware/software set up.

Kind regards,
Samara

lsimmons_2

Have now run all the anti-virus and spy-ware scans - all clear. Then turned off phishing on McAfee - and amazing! Instantly speed was transformed! So, from my experience, phishing definitely does severely impair speeds.

Thanks so much for all your help.

harryhound

lsimmons wrote: »

Have now run all the anti-virus and spy-ware scans - all clear. Then turned off phishing on McAfee - and amazing! Instantly speed was transformed! So, from my experience, phishing definitely does severely impair speeds.

Thanks so much for all your help.

Not completely off thread: I have installed McAfee "Site Advisor" (It is free ! I'm using AVG for ordinary viruses etc). I'm running on Windows XP.

It works like a traffic light and a green light means a site that appears to be open and transparent. There is no guarantee that it would spot a phising site, but as well as red amber & green, grey means "not yet checked". I doubt a real bank site should be anything but green.

Harry

PS moneysavingexpert is green !

hubballi

Now its at 177kb, last night it was 220kb ( you can look at my online account if you don't believe me ). Its terrible and getting worse. I have swapped the filter and its the same. I took the router down to the master socket and left it on overnight and its just got worse. I am getting a bit frustrated at being told its the router, the extention cable etc when I have been using the same gear since I joined Madasafish and I used to get 3mb speeds so the connection has got worse. I may as well be paying for dial up and much cheaper. This is awful.

Madasafish email support has asked me to phone a technicion to resolve this. Not at 4p a minuite I'm not. I am already losing good money on a service I am not getting. Again, it is not the router as why would it have worked much better previously?

espresso

lsimmons wrote: »

Have now run all the anti-virus and spy-ware scans - all clear. Then turned off phishing on McAfee - and amazing! Instantly speed was transformed! So, from my experience, phishing definitely does severely impair speeds.

Thanks so much for all your help.

Good to hear that you are now sorted and thanks for telling us what the problem was.

hubballi

I have just tested the speed by bringing my PC downstairs and plugging direct into the master socket and still the speed is the same. Very very poor. This proves it is not an issue with the extension DSL.

judosteffer

Hi all,

I was thinking about signing up with MADASAFISH until I spotted this in the Ts & Cs for Broadband customers


“6.5 If it is necessary to install the Broadband Service on a different telephone line at any time, for example as a result of you moving house, you will be required to pay an administration charge of £80.62. This is a charge that is applied to us by BT to cease the Broadband Service on the old telephone line and enable the Broadband service on the new telephone line. This charge applies even if you keep the same telephone number.”


Is this correct then that if I sign up with them, you but move house at any point I will have to pay £80.62??


I am currently with Tesco.net and have moved house with them twice before but was not charged anything- can anyone confirm if I would be charged or not? Anyone with experience of this charge? It seems crazy.

hubballi

I have contacted BT about this poor speed and they say it is an issue with my broadband provider. Samara, can you please help me as I am trying to run a business here and urgently need my speed back. Please don't tell me I need to plug into the master socket or wireless router as I have proved this isn't the issue.

Madasafish_Customer_Care

Hi Hubballi,

I've just had a look at your account and you got a drop in your sync, which resulted in a drop in your BRAs profile on 15.06.07. This was quite a severe drop, from 3424 Kbps down to 288 Kbps - however you've just resynced early this morning and your BRAs is at 4000Kbps now. This is really good and you should notice an improvement in your speed test results over the last few days. In your BRAs history there are no other drops in sync like this which indicates something like BT work in your locality being the cause.

However you need to have the connection running off of your master socket.

If you don't want to take my word for it - there is another forum that discusses Madasafish here: http://bbs.adslguide.org.uk/postlist.php?Cat=&Board=freenetname

I encourage you to include all of the information regarding your speed tests and how your connection is set up.

The participants in that forum are very technical (and not affiliated to Madasafish in any way) and they'll be able to offer you independent advice.

We need you to connect from your master socket for your connection to troubleshoot. Otherwise we'll just be running around in circles.

Internal wiring will effect the quality of service that you receive and in order to completely eliminate that as a cause of your slow speeds we need to have you connecting from the master socket. Edit: the reason that you got the slow speeds when you moved the computer down to your master socket was because your BRAs profile was so low at that time. This was unfortunate because at any other time I would have expected for you to see an increase in your throughput speeds.

If you're insistent that you think it's a line fault and you want us to send out a BT engineer to investigate - and they find that the problem is caused by your internal wiring than you will get charged (upwards of £100 for the BT engineer to visit). If you're happy to swallow that cost I can arrange a BT appointment for you.

My position is that looking at your BRAs history and your throughput speed test results is that I firmly believe that your internal wiring is effecting the quality of service that you're receiving.

Kind regards,
Samara

Madasafish_Customer_Care

Hi judosteffer,

Is this correct then that if I sign up with them, you but move house at any point I will have to pay £80.62??

Within the first year of contract if you move there will be associated costs applied towards your account. The reason for this is that we incur a bunch of costs to get you connected in the first 12 months - connection, hardware, etc.

When someone moves BT charge us for the connection again and we simply can't foot that cost twice in one year.

If you're outside of a 12 month contract then we can arrange for a free housemove in exchange for a new 12 month contract.

Kind regards,
Samara