Madasafish Questions/answers (merged threads)

Madasafish_Customer_Care

Hi Oldagetraveller and Cheap Plastic Spoon,

Be back soon by posting (oldagetraveller) or PM'ing (cheap plastic spoon) you a response to your queries.

Kind regards,
Samara

Madasafish_Customer_Care

Hi Oldagetraveller,

I've just had a chat with the tech team. Could you please connect from your master socket and PM me once you've done it? Once I've received all the confirmation from you we'll run some line tests from our end.

Kind regards,
Samara

knightstyle

Hi, Madasafish, Can I have broadband for just 5 months a year? Willing to pay for first year if I can then suspend the service for 7 months each summer as we work abroad?
Any sujestions?

neil40

Hi Samara.Could you please give me the total price i would have to pay to migrate to another provider within the first 12 months of a contract with you.I took the free wireless router and migrated to yourselves in July from orange.The reason i am thinking of leaving is that we will be downloading a lot quite soon and my 5gb allowance will not be enough.I could upgrade to a bigger allowance but am unwilling to pay almost £30 per month when Tiscali are doing unlimited for around £15.........Thanks in advance...Neil

reformedEffortMaker_2

Does anyone know how I can test what speeds I am achieving and what my bandwidths are?

(if you can, please explain in simple terms for a simple chick ;-))

oldagetraveller

oldagetraveller wrote: »

As I've also previously stated in similar previous posts NOTHING whatsoever has changed with my set up and the way I'm connected, my PC is still exactly the same etc.

Thanks Samara, however, as above, always been connected directly to master socket and still is.
Had occasion to switch power off router last Sunday, switched back on Monday morning, synch. rate 6.2 for a short time then dropped to 4.6 as it is still.

Madasafish_Customer_Care

Hi Oldagetraveller,

I apologise - I should have asked for you to move the connection to the test port that is within the master socket. We'd like to run the tests from your test port so that we can completely eliminate your internal wiring from the equation.

Kind regards,
Samara

Madasafish_Customer_Care

Hi Knightstyle,

Thank you for your interest in our services. We would love to have you as a customer, I'll explain how our services would work on principal if you did not wish to complete a full 12 month contract with us.

Can I have broadband for just 5 months a year? Willing to pay for first year if I can then suspend the service for 7 months each summer as we work abroad?

You can indeed do this; but you would incur connection costs/hardware that you would not have otherwise if you commit to a 12 month contract. Basically when you wanted to cancel (without completing a 12 month contract) we would ask for what we paid for the connection costs and for any subsidised hardware (so to save money, keep hold of your old hardware).

Here is the policy from our T&Cs:

You may terminate this Agreement within the first 12 months after the Commencement Date if you agree to pay us all the costs that we have incurred in setting up your Broadband Service. This will include either an installation fee of £40.96 or a migration fee of £12.93, if we successfully migrated your Broadband Service from another ISP using the same wholesale product.
You must also pay our full retail price for any free or subsidised hardware that you ordered from us

Please do keep in touch should you have any further queries.

Kind regards,
Samara

Madasafish_Customer_Care

Hi Neil,

In response to your query:

Hi Samara.Could you please give me the total price i would have to pay to migrate to another provider within the first 12 months of a contract with you.I took the free wireless router and migrated to yourselves in July from orange.The reason i am thinking of leaving is that we will be downloading a lot quite soon and my 5gb allowance will not be enough.I could upgrade to a bigger allowance but am unwilling to pay almost £30 per month when Tiscali are doing unlimited for around £15.........Thanks in advance...Neil

Firstly, I need to point out that Tiscali, whilst they advertise as unlimited they aren't actually unlimited. They have a fair usage policy which means that they have a usage threshold and if you go over if you'll find your speeds restricted as well as your access to bandwidth heavy applications.

http://www.theregister.co.uk/2006/05/08/unlimited_broadband_ads_dishonest/

Here's a recent thread on thinkbroadband.com on this very topic. It's important to keep in mind that no ISP is perfect; but the distance to perfection gets greater when you're not being honest with your customers at the very start.

Bandwidth and usage costs money that the ISP has to pay out; it's not a sustainable business model to offer unlimited bandwidth. All ISPs know this. Any ISP who makes the conscientious decision to not openly publish their usage thresholds is behaving in a manner which I find unethical.

I'll get off my soapbox now.... I apologise for that!

In terms of the cancellation charge if you decided that you did not wish to complete your 12 month contract with us; it's a little complicated to figure out because without looking at your account details I can't tell if you migrated in from the Orange LLU network of if you were on their non-LLU facilities (our connection costs differ between the two).

If you were on the LLU network when you migrated in than there would be a £40.96 charge (for connection) + the cost of the wireless kit £60.00.

If you were on a non-LLU bit of the Orange network than the cancellation charge would be £12.93 + £60.00 for the wireless kit.

Please feel free to get in touch with me via private message with your username and I can also look at what we can do to increase your usage on our services.

Kind regards,
Samara

Madasafish_Customer_Care

Hello reformed effort maker,

Does anyone know how I can test what speeds I am achieving and what my bandwidths are?

When you're on the Madasafish broadband service you can test your speeds in My Account. Here is how you do it:

1. Please visit www.madasafish.com and click on the My Account button in the top menu, you'll be prompted to sign in.

2. Once you've signed in to the secure My Account area, please click on the Internet tab that appears near the top of the screen.

3. Click on the text that says Test your broadband speed and you'll be guided through running a speed test.

The speed tests that you run will stay on record with us. If you're ever troubleshooting with us for speeds, it's really helpful for us to have speed tests on file for you.

If you would prefer to do an external speed test, or your are not on Madasafish broadband and don't have access to our account facilities, I think that the Thinkbroadband speed test is also quite good: http://www.thinkbroadband.com/speedtest.html

Edit: You can check how much bandwidth/usage you've used in the My Account/Internet section as well. If you click on the text View your broadband usage history you'll be able to see what your usage was for the last 5 months (inc. the current month). If you would like to see a daily breakdown of any month just click on the usage for that month and you'll be able to see what you did daily and the upload/download ratio.

Kind regards,
Samara