Madasafish Questions/answers (merged threads)

Quentin

Jazzycat wrote: »

Can I get a MAC code and keep this for future use or does is have a time limit on its use?

A MAC expires 30 days after it is issued. But they will give you another if you don't use it in time.

Note that asking for a MAC (and using it) doesn't necessarily end your contract.

You have to give them notice to end the contract (28 days).

They used to offer deals to keep you another year when you asked for a MAC, but now they've been taken over by BT things might be different on that front.

Madasafish_Customer_Care

Hi Guys,

I've got to apologise as I've been out of the office for the last two days (moving home) - It's delayed my response to quite a few of these queries. I'll do my best to address them all here:

Oldagetraveller: the website updates have been done

Boxman:The benefit to customers to Brightview Group being owned by BT is that we'll be able to offer a wider range of services. Without the investment by BT we probably would not have been able to keep up with the triple play offerings by our competitors. We're still running the same service, our customer services are still the same and I've not heard of any rumours of changing our prices.

Jazzycat: Could you please PM me your username and the phone number you would like us to call you on? I'll get someone to call you straight away. As Quentin points out we'll still try and offer you a better deal in exchange for your further custom if you're out of contract. Also - with cancellation and billing when you're thinking about cancelling I always recommend placing your notice on an invoice date. This way you will optimise your paid through time with us.

Again, sincere apologies for my delayed response on these.

Kind regards,
Samara

oldagetraveller

Thanks for that Samara, I was beginning to think they had given you a sideways promotion.:D



Any idea what might have happened here? Been a consistent 4300kb/s for ages on the same site and server.

Madasafish_Customer_Care

Hi Oldagetraveller,

Just had a quick look at your account and can't see anything wrong. Your BRAs is consistent at 4500.

Were you downloading anything at the same time as running that speed test?

Kind regards,
Samara

Jazzycat

Thanks Samara,

I have sent another e-mail and was called a few minutes later.

I have been offered a loyalty discount to stay with you guys but there is still a £9 margin between you and Talk Talk. I'd love to stay with you but feel that margin needs to be closer.

Thanks

Madasafish_Customer_Care

Hi Jazzycat,

Talk Talk bring their services over an LLU network which is why they're less expensive. They have cut out BT Wholesale costs that we have to pay.

We looked into doing LLU but we felt that the offering was still a bit unreliable and it may have compromised the quality of service that we offer.

Here is a comparison of Madasafish vs. Talk Talk based on Customer feedback on both brand.

Kind regards,
Samara

oldagetraveller

Madasafish_Customer_Care wrote: »

Hi Oldagetraveller,

Just had a quick look at your account and can't see anything wrong. Your BRAs is consistent at 4500.

Were you downloading anything at the same time as running that speed test?

Kind regards,
Samara

Thanks, once again. No I wasn't downloading, however, just tried again with that server (Maidenhead)and it's still around 2000kb/s. It's fine using the London server on the same site (about 4300kb/s).




Seems to be o.k. on the MAAF speedtest as well at around the usual 3900+kb/s.
Maybe a Maidenhead thing?

Jazzycat

Hi Samara,

thanks for the info.

Its a bit incomparable really on that data - the sample sizes are so vastly different which means you cant compare on those stats. Agreed my line reliability has been good, speed though has not always been as good as it should be, and e-mail responses very sluggish.

Yes there is bad feedback out there for Talk Talk and I'm not convinced they are capable of the service I need, but there are other companies who are not a million miles away. I'm also wary of extending with BT now in the frame - a 12mth lock in may be prove too costly at this stage.

Thanks anyway

tabath

Wonder if madasafish will be offering any new combined package prices now they are BT? I have been with them for over 12 months and am v.happy with their service but the talk talk bb/phone package at £20.99 for all calls and bb would save me an awful lot of money.

Madasafish_Customer_Care

Hi Tabath,

Thank you for posting -

I'd be more than happy to review your account to see what we could offer you.

Kind regards
Samara