Madasafish Questions/answers (merged threads)

Madasafish_Customer_Care

Hi BlueVinney,

Could you please PM me your Madasafish username? I'd like to see your stats from our side. We have had some network contention lately, which might have effected your speeds, however we've just lit a new pipe segment.

Could you please confirm via PM or in this thread:

1. What hardware you're using to connect (the make/model of the router). Could you please make sure that you've got the latest firmware installed.
2. That you are connecting off of the master socket. If you're using any long telephone extension cables in conjunction with your router, could you please eliminate those and replace them with Ethernet cables.
3. That you have 1 microfilter fitted to every phone socket that's in use.

Thank you!

Kind regards,
Samara

Madasafish_Customer_Care

Hi South-Paw,

In order to give you the best advice possible, could I please ask you to run a speed test at:

http://speedtester.bt.com

If you could please post your results in this thread or PM them to me I'd be more than happy to review.

I'd like to make sure that the speeds that you're getting are not being influenced by the length/quality of your line.

Kind regards,
Samara

disgruntled1234

Well I finally experienced my first telephone call to MAAF technical support tonight.

Our Internet connection dropped some time on Sunday and was still down this evening when I returned home from work.

I rang technical support and after repeating my post code 3 or 4 times, they finally recognised me and my account.

I explained all the symptoms to him, i.e,. the line was synchronised, ie, the ADSL connection was up (at about 2112 kpbs), but my broadband username and password were obviously not being authenticated with the MAAF servers for some reason (even though the username and password has not changed in the router since I purchased it a couple of years ago).

He finally told me that I would need to contact Linksys (my router manufacturer) and quote my broadband username and password. I explained that these hadn't changed since I first set the router up, but he was adamant that I would need to ring Linksys and give these details to them.

He read out my broadband password to me, but it wasn't the one that I was originally issued with back in April 2004 (a random jumble of numbers and letters). Instead he read out the password I use to connect to my webmail and online account! I questioned this, telling him that this was not my broadband password, but he insisted that I would need to ring Linksys and give this information to them. I told he that I wouldn't be giving out my online password to anyone and he simply said, just give them your username then!!!!

How this would help is beyond me, but just for the hell of it, I thought I'd change the password in my router to be the same one I use for webmail, and guess what......My internet is now working again!

So this would imply that the broadband password that was supplied to me when I first joined, and which has presented no problems at all in that time, has now magically changed to be the same as my web mail password.

Is this something anyone else has experienced, or am I one of the lucky ones!

It doesn't bother me that my broadband account password is the same as my online account, but if this has changed (and I guess it must have done), then I'd like to know why, and more importantly, why I was not informed.

Valindia_2

We are in the process of moving our broadband from Madasafish to BT and have waited nearly two weeks for Madasafish to issue MAC codes.
When I finally got them and gave them to BT our internet went down having spent all day on the phone to so many different operators all telling us different log ons and passwords, they finally said it was our equipment. We got an engineer in to look at the PC and he rang the "Customer Care" Department and spoke to them and they finally admitted no the error was their end!!
I have written to their head office today with a bill for all the calls today and the cost of the engineer so I await their reply.
My personal recommendation is dont touch Madasafish - pay more and go to BT at least their customer care department do seem to know what they are doing and dont just fob you off.

south_paw

Samara,
Here's my stats:

Connection Speed: 578 kbps U: 288 kbps
Line Attenuation: 14 db U: 3 db
Noise Margin: 31 db U: 31 db.

These never change.

The Line and Noise have never changed everytime I've checked my router.

Thanks.

disgruntled1234

Just to provide an update to my previous post re passwords, before I contacted MAAF support last night, I had already e-mailed them.

My support ticket was updated by MAAF support last night and they have admitted that some customer accounts were affected by them "moving to a new system platform".

It would have been useful for the support person I spoke to on the telephone last night to tell me the same. This would have saved a great deal of frustration and confusion.

Madasafish_Customer_Care

Hi Valinda,

I would be more than happy to review your account and get involved - could you please PM me your Madasafish username?

Thank you

Kind regards,
Samara

Madasafish_Customer_Care

Hi Disgruntled 1234,

I'm really sorry about the password issue. We are currently in the process of moving customer records and the first batch of records that we tried to move we've seen a few errors with the password being changed. It wasn't something that we anticipated happening.

Could you please PM me your Madasafish username and I'll add some credit back to your account for the cost of the call. I'm very sorry that this happened.

Kind regards,
Samara

disgruntled1234

Hi Samara,

Thanks for your response.

The cost of the call is pretty negligable. My only real gripe is the fact that the support person I spoke with couldn't tell me what had happened, i.e., "some customer accounts have been moved to another system and passwords were reset"

If the support person didn't know, then this would indicate a lack of communication within the support team.

If the support person did know the cause, then this concerns me even more, as they were witholding information that would have meant that the problem could have been resolved in a matter of seconds, rather than several minutes.

Madasafish_Customer_Care

Hi Disgruntled,

I absolutely agree - this is an instance where we could have been better at knowing that all of our team were aware of what was going on in terms of the password issue. We are reviewing our system off the back of this as we really could have done better.

Kind regards,
Samara