Madasafish Questions/answers (merged threads)

Fill_7

hi samara,

ive been a madasafish broadband customer for some time now, and due to circumstances, the location of my desktop pc will have to move to another room in the house. instead of having to drill holes in wall to provide another bt socket, is it possible i can upgrade my account so i can have a wireless networking kit? apart from the obvious monthly contract to pay, would there be any other charges for this upgrade?

cheers
simon

Mongsoft

Hi Forum-Readers!

Just wanted to publicly thank Samara for helping me with a recent issue, concerning billing, I had with MAF.

It was swiftly and politely dealt with to my complete satisfaction.

Thumbs up to MAF customer service, if only more companies were this keen to go the extra mile to help their customers.

Thanks!

Madasafish_Customer_Care

Hi Fill_7,

Could you please PM me your Madasafish username and I'll see what I can get sorted out for you.

Kind regards,
Samara

wonderfullife_2

Madasafish_Customer_Care wrote: »

In terms of usage I fully back our policy of openly publishing our usage allowance. There is no such thing as unlimited usage in the UK. http://www.theregister.co.uk/2006/05/08/unlimited_broadband_ads_dishonest/

Kind regards,
Samara

Hi Samara,
Interesting quote, although reading it, it really is comparing the worst isp's in the country

I'm with BE who do have a FUP, but which has never been enforced to my knowledge. I download between 50-100 gigs a month, with no caps/throttling etc a nice clean line, with no BT BRAS profiles to mess it up if I happen to resynch/disconnect, which is definately an advantage. And I'm paying much less than your customers. And yes, I know not everyone can get BE, but there are other isp's out there, who equally give good service with better download limits.

Although I will give you "credit where credits due" and reading your posts on here and thinkbroadband you do seem to give very good customer service, but unfortunately, no matter how good you are, its the service, download limits/throttling etc from the isp that counts.


Please, don't take this the wrong way, this is not a personal dig at you and I mean no offence to you, its just that in a such competitive market, your company just doesn't seem to be very competitive but I'm sure others will tell me differently

All the best

myself321

hi there

i can happily tell you different having been a long time MAF, along with Samara and her team they offer brilliant service, and are always willing to help and go the extra mile for there customers that other isps would never go to.

in user polls such as watch dog the brightview (parent company of MAF) brand came 1st 2nd and 4th this yr.

if you go to https://www.thinkbroadband.com you can compare MAF with the big boys and they are right at the top

also i would think most b/b user only use the internet for surfing and email, and would probably not use more than 5gb,which is where MAF package start.

Madasafish_Customer_Care

Hi Wonderfullife,

What does make the whole unlimited thing more confusing is that different providers have a varying definitions of what 'unlimited' really is. I am under the impression that Be*'s Fair Usage Policy is a lot more generous than what Tiscali do - but as there is a lack of information on usage allowance it's hard to confirm.

In my job role I get asked a lot about the providers who are featured in that article; they have greater coverage in the UK and do massive advertising campaigns. Not many people ask me about Be* and based from what I've seen on the forums I wouldn't feel bad about recommending them. I like that they have someone posting in the forums on thinkbroadband; it says a lot about an ISP when they're willing to do that.

In terms of you paying less than our customers, if you are doing between 50GB and 100GB a month than you certainly would be for that amount of usage! We aren't catering our services to high bandwidth users. The vast majority of our customers do not exceed 3GB in a month and those who took the cheaper deal are paying the equivelent of £13.99 a month and enjoying a free domain name, free newsgroup access and free static IP address. We're also pretty good at customer support and aim to respond to all emails within 24 hours. We do our best to run a quality service and make our customers feel supported.

Kind regards,
Samara

Madasafish_Customer_Care

There have been a few Madasafish questions on MSE lately that I'd like to help with - if anyone has any area where I can help them (Madasafish Broadband related preferably) - please feel free to post your questions in this thread and I will do my best!

Kind regards,
Samara

Madasafish_Customer_Care

Hi Guys,

Over the course of the next week if you're a Madasafish customer you will be receiving an email from us with a service update. Here is the text of the email:

In reply to:


This December, Madasafish is joining forces with BT-owned PlusNet, another leading name in the Broadband world, to offer fast, forward-looking Internet and Talk services to our customers.

We will continue to be Madasafish - your award-winning Customer Service and Technical Support teams will not change and the great standard of service that you receive will stay the same. However, by combining our networks and infrastructure we will be able to deliver better and more exciting services in the future.

New features
We will be launching a number of new features in December. An improved Contact Us section will be available giving you faster online assistance, and the ability to track the progress of your queries much more closely.

Your bill
If you are a customer who pays by credit or debit card, you will notice that Madasafish.com R will start appearing on your credit card or bank statement. However, nothing else to do with your billing, including the day on which you are billed, will change.

If you have any questions, please contact the Madasafish Customer Care team on 0844 395 0830 (4p per minute at all times, excludes mobile) between 8am and 8pm, 7 days a week or email [EMAIL="care@madasafish.com."]care@madasafish.com.[/EMAIL]

Yours sincerely


Matthew Henton
Head of Marketing

The forum community is really important to us here at Madasafish - please feel free to post or PM if you have any questions that I can help you with.

Kind regards,
Samara

donglefan

I've stayed with MAAF beyond the year's contract, despite paying over the odds for going over the 5mb every month; it's not cost effective for me but I didn't want the hassle of switching.
However now I am thinking I must change because my speeds have gone down over the past week to levels which are unsafe for online trading.
See http://www.speedtest.net/result/204036849.png
It's a precarious situation for me because the speeds vary between OK and that shown on the test, and yesterday the line dropped several times too. If I'm trading and the connection drops or goes dead slow, I can be in serious trouble.
CS has come back with their standard replies about testing my equipment which I know is fine.

Is there any ISP that is quickly on the case when you report connection problems? I'd pay a good premium for such a service.

Madasafish_Customer_Care

Hi Donglefan,

The reason that we ask to test equipment is that equipment can go faulty over time. I've seen it happen loads with routers, microfilters and sometimes even people connecting via an extension suddenly the extension starts interfering.

I'm more than happy to help you with throubleshooting if you would like to go through it.

Also if you are out of contract, please PM me with your username - if you're going above the 5GB usage threshold and you're out of contract we've got some loyal customer offering that might appeal to you.

Here is what I would recommend for basic troubleshooting:

1. Test your microfilters. 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.

Checking your sync using a Voyager

visiting: 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.

Checking your sync using a D link wireless kit

Browse to 192.168.1.1
Click on Status along the top
Click on ADSL on the left hand menu
the info interested in is SNR, Line Attenuation and Data Rate (this is sync rate)

2. Make sure that you are connecting via the master socket. Ideally if you're able to connect from the test socket from within the master socket. This will help us figure out if it's a problem with the internal wiring or not.

3. Eliminate any long telephone extension cables that you might be using in conjunction with the service.

Let's go from there and once those three points are in place I can help you take this further.

Kind regards,
Samara