Madasafish Questions/answers (merged threads)

selyoh

Samara I have pm'd you

Madasafish_Customer_Care

Hi Reubo,

I think that I've got your username, I'll send you a PM with what I think we can do for you.

Kind regards,
Samara

Madasafish_Customer_Care

Hi Banana-Hammock,

I understand what's happened here and I can help you out. Could you please PM me your username?

Just to explain what's happened, when we send out a MAC we need for you to migrate away from the service or contact us again when you wish to have the service cease. The MAC email that is sent out automatically should explain this.

The reason that we won't automatically cease an account 28 days later if we've issued a MAC is that quite frequently MACs aren't used in time for a successful migration. If we go ahead and cancel the service it could leave our exiting customer in an awkward position where they will be without broadband service for around (or at least) 2 weeks.

Kind regards,
Samara

t3racing

Hi Samara

I'm also currently on Madasafish MAX (5MB usage limit) a month and am considering an offer from Sky to move my internet over to them (I already have a Sky package) - my 12 months with madasafish i think has ended, I've been very happy with Madasafish but I go over my monthly limit too often and it costs me more than the standard package.

Are there any incentives for customers who extend their contract with yourselves past the first 12 months?
My one concern seems to be my download speed has reduced to all most nothing! Download 108kbs Upload 223kbs!!! this was tested to the Maidenhead server using Speedtest.net


Thanks in advance...

Mark

zorber

i have a gripe now with madasafish. i gave my notice to leave on the 31st of august and it apears my billing falls in the middle of the month. I have no problem paying for my notice period as i havent started with another supplier.
Madasafish have just sent me an invoice for 15th september to 14th october. obviously i am due to leave on the 28th so i have sent them an email requesting a revised invoice. the reply i got staggered me

"Thank you for contacting Madasafish Customer Services.

When you placed your 28 days notice on 31/08/07, you were advised that any rollover invoices will need to be paid for.

We pay BT a circuit fee in advance to have the broadband installed for a full month therefore we require payment for the full amount.

It does state in the terms and conditions that we require payment for money that is owed to us."

They have no legal grounds to request full payment and i feel this is a bit of a scam, its not my problem they have to pay BT a circuit fee in advance i have given them notice and thats all i expect to pay for, i have migrated in the past from several other companies and never come across this before.

Before i write a letter to offtel documenting this would any one care to advise me????

Quentin

This has come up a few times in this thread.

When pushed, they have claimed that there is an "enforceable" clause in the contract that they have used to get people to pay up this extra notice period, though when asked to show us the clause, it has never been answered.

There are some posts about it from post no 757 here:

http://forums.moneysavingexpert.com/showthread.html?t=174289&page=38

Madasafish_Customer_Care

Hi T3racing,

Could you please PM me your username? I'd like to look at your line stats and see what we can do about those download speeds. I'll also have a look at your account to see what we can do for you in terms of a better deal.

Kind regards,
Samara

Madasafish_Customer_Care

Hi Zorber.

We do have to pay BT circuit fees for a customer to keep the ADSL on the line enabling a migration to occur. I have always been a strong advocate on this site to place your notice on an invoice date if you do wish to cancel, this minimises the chances that you will incur another invoice date prior to migrating away.

If you are able to migrate away prior to your next invoice date and you let us know when it's happened we will cancel all future billing.

I'm also a strong advocate, no matter which ISP you're talking about: always contact your old ISP once you've migrated away just to ensure that they've cancelled your future billing.

I'm sorry that I can't be more helpful.

Kind regards,
Samara

harryhound

Hi Samara,

I never thought I would find myself quoting myself, perhaps I am psychic?

harryhound wrote: »

Almost every supplier seems to do "inertia marketing"? ..............................................................................
.............................................................................................
The thing that really gets up my nose is the probability that the process (of switching) will result in some sort of time wasting c0ck-up, through no fault of the customer's.

Harry.

I signed up after Xmas for 12 months of MAAF broadband. At that time I pledged my debit card for payment.

A couple of invoices ago, I had to call on your services because some joker had added an extra quid to my invoice. It would seem that your systems had changed.
On 31aug07, I received a somewhat confusing Email referring to "next month". It instructed me to update my card details prior to the next invoice, as my card was about to expire.

So I had to reply, explaining that the replacement card had yet to arrive.

Since then the next invoice has arrived (and hopefully been paid) and yesterday my new debit card arrived.

HOWEVER there is no mention of debit cards on the update screen and a highlighted
"Please note that payments by credit card are subject to a £1 surcharge for each invoice".

So if I add my new expiry date; does this mean my next invoice will include the extra quid?

(Back in the late 1960's the banks developed "bank giro" and my monthly accounting system was simple: I dumped invoices into the front slot of my filing system. At the end of the month, when I got paid, I would drag out the bundle and head off to the bank with one cheque made out to cash. All the bills would get paid and I would emerge with a wad of what was left (some of which would be saved). Job done for the month.
These days one has to keep about a month's money as a float, because even with a diary of what gets debited when; some accounting department is going to mess up sooner or later.
Guess which company was the only fly in the ointment with my 1960's system - yes BT. The BT policy was to wait 14 days and then disconnect; charging an arm and a leg for reconnection (Never mind reclaiming bank charges, how about an action group to reclaim BT's "penalty" charges?))

On a totally different topic. Mrs Hound still used her "Totalise" email address.

Is this email still available as web mail? If so, what is the web address?

Mrs Hound is also getting a fair number of "Identified Virus Intercepted" messages. Unlike Hotmail, that I use, it is not possible to see the text of the dodgy email, thought the message from MAAF does include the supposed address of the sender.
In reality are these dodgy messages 99% spam rather than viruses or other malware?

Best wishes,

Harry.

Matrix_Keeper

Hi Samara,

Great service you provide here - it prompted me to go with your service a year ago.

All been really good until the last couple of weeks - frustratingly, our internet connection has been very itermittent. We lose internet connection every couple of hours - and in fact the frequency of outages has been even more frequent over the last few days. Technical Support seem to think that its a fault with the router - is that really possible? All the money saving I've made with madasafish will go out the window if I have to buy a new router.



Be grateful for your help.

Many thanks,

Matrix_Keeper