Madasafish Questions/answers (merged threads)

Essexdelboy

Madasafish_Customer_Care wrote:

Hello Essexdelboy,

If you're speeds aren't quite what you expected after the 10th day (ie. slow speeds or drop outs) please get in touch with me and I can expedite your query.

From my experience when my speeds were going a bit strange after the increase in speeds to 8Mb, after about the fifth day I rebooted my router and ever since then it's worked fine. I can't say that this will work in every case - my expertise is not technical support - but it was a very simple resolution and I never had to contact my tech team.

Kind regards,
Samara
Madasafish Customer Care

Samara, thanks for your reply.

I have checked my connection speeds and the range that I have achieved is 2.1 mbps - 2.91 mbps. My exchange can handle 4.5 mbps according to your website.

I noticed that you recommended rebooting my router; do you mean to reinstall it? Could you explain the process for me?

If you need my account details or IP address PM me and I will reply.

Rex_Mundi

Essexdelboy wrote:

I noticed that you recommended rebooting my router; do you mean to reinstall it? Could you explain the process for me?

Unplug your router (power, phone line, all computers) leave it sitting there for 10 minutes or so (longer the better (just makes sure)). Then just plug everything back in again.

This is basically enough to reboot your router (without getting into technical details).

(take reboot to mean restart....basically)

sloughflint

patgc wrote:

Dont know if I should have started a new thread but will tack it on to the bottom of this.
Had an email from MAAF a few weeks ago asking me if I wanted to upgrade my 2mg BB to the newly available 8mg BB. I replied yes please and was told that I would receive an email when I had been 'sorted'. Havnt heard anything yet. Was just wondering how long it will take.

Don't know if this helps, I submitted my request on 5 Apr.
Just got this email today:
I'm pleased to report that our free speed upgrade offer is proving to be very popular.

The implementation of all the upgrades is happening as quickly as possible and we are submitting as many speed upgrade requests each day as BT will allow. The requests are being processed in the order which they were received.

Due to the limited number of upgrades that BT will process each day and the popularity of the free upgrade, fulfilling all the requests is taking longer than we had expected. However, we are continuing to lobby BT for an increase in the daily number of upgrades that we are allowed to submit.

Based on your place in the queue, I estimate that we can submit your upgrade request within the next 3 weeks.

Thank you for your patience and I hope that you will enjoy your faster speeds.

Essexdelboy

Rex_Mundi wrote:

Unplug your router (power, phone line, all computers) leave it sitting there for 10 minutes or so (longer the better (just makes sure)). Then just plug everything back in again.

This is basically enough to reboot your router (without getting into technical details).

(take reboot to mean restart....basically)

Thanks for your advice Rex_Mundi, but i have given this a try and i am still getting speeds of 2-3 mbps,


MAAF (Samara) what can i try next?

Madasafish_Customer_Care

Hello Essexdelboy,

Can you please PM me your madasafish email address? I'll run a line check for you and investigate this further.

Kind regards,
Samara
Madasafish Customer Care

mherman

***WARNING: Nightmare experience with madasafish broadband***

***At least £20 spent on calls to "helpline"***

It seemed like a good price, so I signed up.

i ordered the standard modem. it worked for a week. then i tried to install a wireless router and it stopped working. so i removed all the wireless bits and just left the original set up. but nothing would work.

Madasafish support told me it was nothing to do with the attempt to install wireless but "there is a problem on the line"

every time i phone they say "there is a problem on the line, we will phone you"

this has been going on for a week. they tell me the same thing every time. no one ever phones me. i gave them my home, work and mobile numbers and 2 email addresses. they never call.

i tried customer services, they put me straight through to the technical "helpline" and refused to accept any responsibility or help me in any way.

every time you phone the helpline - a premium 0870 number - they answer but then put you on hold for at least 15 minutes. then someone answers, takes your details and puts you on hold again. you pay for all of this. once they do speak to you, they are totally useless. i have spent at least £20 on calls to them. think about this if you look at their deal and think it looks cheap...

they said they would set me up with free dial up access to compensate. a token gesture but better than nothing. but then they tried to trick me into paying for it.

they took me through the set up process. when it came to adding a phone number they told me to type in an 0845 number. i pointed out that 0845 numbers arent free. they said oh yes you are right and then gave me an 0808 number.

Madasafish_Customer_Care

Dear Mherman,

I work in Madasafish Customer Support.

Could you please PM me your Madasafish username so I can get involved and help you out.

Thank you

Kind regards,
Samara

regvardy

Hi, I received the following e-mail in reply to my question as to when the upgrade to 8mb was to take place. It had been a calender month.

Granted, according to the modem website I now have 8mb (or near enough) capability, but a speed a check still shows 2mb speed.

I'd assume, in trying to decipher the rest of the e-mail, that the higher speed will now come on stream within the next 10 days?????

I'd normally refer any further questions back to the person who e-mailed me, but the answers I've been getting back are getting more surreal and unintelligible.

I'm afraid to say the impression given in these e-mails is akin to the mobile/telecom cold calls where the caller swears blind in pidgin English that they have a relatively British name and they are calling from the UK. It doesn't wash with cold calls and it certainly doesn't wash with customer services, effectively your FRONTLINE to customers.

I apologise if Oliver is the customer sevices guys real name, but quite frankly I doubt it.



Hi XXXXXXX,

I can gladly state that have been upgraded to the 8Mb service today. To ensure as of today that you connect every day for a period of 10 days due to the fact that after 10 days your line speed with stabilize.


Kind regards
Oliver
Madasafish Customer Services

Madasafish_Customer_Care

Hello Regvardy,

I'm sorry about the response that you received from Oliver (and, yes his name actually is Oliver, he is based in our South African office. Ironically, my name is Samara and I'm based in the London office, go figure). To be honest, Oliver is normally very good with his responses and what you received was below his normal standard. I will review this with him, thank you for bringing it to my attention.

To go back to your original question:

After you receive the upgrade for speeds up to 8Mb, there will be a 10 day period where BT test and moderate the line to ensure that you get a stable line at the fastest speed possible.

During this period you may not immediately experience faster speeds - and may experience intermittent connection issues. The maximum amount of time that the testing period will last is 10 days and for some people it's much less.

If you log into "My Account" from our homepage, you can run a speed test there to see what your line speed is like. The benefit of running a line test through "My Account" is that this is information that our technical support team can refer to later if need be.

If you're outside of the 10 day period and your speeds are still not faster, please feel free to PM me your username and I'll be happy to investigate this for you.

I hope that is helpful and please feel free to PM me at any time, I'm always happy to help.

Kind regards,
Samara
Madasafish Customer Care

Wilfie_2

Madasafish Broadband Nightmare since 8th April I signed up for their Broadband package and my activation date commenced the 8th April 2006. I received all the hardware as promised, and things were all rosy in the garden. However upon installing the Voyager 210 base unit / ADSL microfilters and USB cable - all the lights on green I was surfing for around five minutes then I lost the line. I have reset the modem, rebooted my PC, & the same things happen. I have spent hours on the phone chasing up Technical Support - they have checked my browser settings, & all ok.Then they blamed BT for an outage failiure and that it would be okay tomorrow. Tomorrow comes and the same thing happens - 5 to 10 minutes online then it crashes. I have spent hours chasing up Technical Support. I have been promised phone calls back on several occasions, but no one calls. The last I heard they were going to raise a fault with BT to check the line and someone would call me back by Wednesday 3rd May. I have heard nothing, and I am still in the same sutuation - surfing for several minutes and then losing the connection.

It is now 4 weeks since my activation date and I still can not use Broadband Isthis a record!!

Can anyone help please.
Disallusioned madasafish customer