Madasafish Questions/answers (merged threads)

lowbrim

You can only speak as you find and I have had no problems with MAAF customer services on the phone and you dont wait long unlike the majority of other providers when you ring a helpdesk.

badger89

I have found MAAF staff in their customer service or tech dept always kind,curtious and as helpful as they can be.
Sorry Samara i dont want to PM someone my username (i realise that you have been on this thread for two years but still..)
I have a question for you though. The supervisor called and said BT had increased the "gain" (whatever that is) on my line and give it a few days,if the speeds dont increase then call back and they will see what else can be done.
Now Samara my question is,if (if an engineer comes i dont really know what else the supervisor can check for) i need a new master socket or the wiring from that to the junction (i believe is BTs property) will MAAF pay for that or will i pay for it? If it turns out,after the engineer comes,that the problem is for wiring i own will there be a "call out" type charge?
Also thank you for the guide, i knew all of it anyway,but still thank you.

Madasafish_Customer_Care

Hi Badger89,

In response to

if (if an engineer comes i dont really know what else the supervisor can check for) i need a new master socket or the wiring from that to the junction (i believe is BTs property) will MAAF pay for that or will i pay for it? If it turns out,after the engineer comes,that the problem is for wiring i own will there be a "call out" type charge?

BT Wholesale is responsible for the connection leading up to the master socket. So anything that occurs prior to the master socket in junction boxes, exchanges or even just the wiring it BT Wholesale's responsibility to fix. There would be no call out charges to the customer.

However if the speed issue is found to be occuring post master socket; for example you're using an extension that's got dodgy wiring, dodgy router, faulty microfilter - etc - there would be an engineer call out charge for that. I believe that the engineer call out is around £120.

My recommendation is if you're in the position where you think that you need an engineer to come out just make sure that you cover all the bases with troubleshooting. Check your microfilters, connect from the master socket, etc.

Hope that's helpful!

Kind regards,
Samara

oldagetraveller

This has has also been advised many times, and if you have the correct type of master socket, plug your BB into the direct/test socket behind the removable faceplate. This will isolate the rest of the internal wiring etc. and hopefully confirm that the problem (if any) is the line to the property or internal.
I did this some time ago when I had a possible speed issue. MAAF organised a BT visit to test the line. He tested, and as I was connected directly, could not say there was a problem with my extensions, found nothing wrong - no charge though.

Samara - should I have received the router by now?

Lizbetty

I had a problem with M'fish not collecting payments by dd a while ago when I renewed my contract. I'd had a year free due to appalling treatment a staff member in C Services - it was an isolated incident that was dealt with brilliantly, left me with 100% faith in M'fish and left me recommending them to all and sundry.

When the contract was renewed a new dd had to be set up and as I don't always keep a close eye on whether things go out or not, payments weren't being collected. We were told while on holiday in Brid that we were suddenly at the point where the internet access would be switched off due to non payment, so I rang as soon as we got back to pay it up to date. The woman I spoke to treated me as if I were a criminal!! She said the intenet access had been cut off and huffed and puffed when I asked when it would be reconnected now that payments had been covered by switch.

Anyway, I wanted to leave Madasafish after that, for something cheaper and more polite service! The (unused very confusing - to me, anyway!) wireless modem I had recieved was sent back so I wasn't beholden to them and could shift straight away. But I never got round to it, and am still with them. Better the devil you know sometimes.

Then I received a very important sounding call and an urgent message yesterday to say payments haven't been received for four months. :eek: I checked our dd and yep, they went out from 9/07 to 11/07 then stopped being claimed even though the dd is still waiting and hasn't been cancelled/stopped. I have emailed M'fish cust services but wonder if it might be quicker to deal with it on here?

I need to see why this has happened, why people seem so rude after they'd been so lovely before, and whether I can get the deal any cheaper than it is. It's a real pain having to research shifting as I'm so busy with kids and paperwork for my husband's business, but unless we can get it cheaper I won't be hanging around - I did stay for the service but now that's seemingly disappeared, there's little point in loyalty! :rolleyes:

Hope to hear from you soon Samara, you're my last hope!

Lucy

Lizbetty

Uh oh! Have just received an email reply from Customer Services saying that they have cleared the o/s balance and my account has been closed now, apologies etc.

I didn't want to close my account!!!!

I'm even more flummoxed now.

I didn't ask for account closure at any point. I did ask for my MAC code a few months back when I was looking at my alternatives but never asked for my account to be closed.

I've had my broadband up and running (still is!) so it's obviously some admin error that's caused my dd's not be have been collected - it's not because my account wasn't closed properly which your CS person who's emailed me has assumed.

Or has my dd has been stopped in November 07 by M'fish because you ASSUMED back then I wanted to close my account maybe???

Why are these things never straight forward??????:mad:
Lucy

Madasafish_Customer_Care

Hi Lucyeff,

May I please get your username? I'll get to the bottom of this - I'm really sorry.

Oldagetraveller, your hardware should have turned up by now, I'm going to chase.

Kind regards,
Samara

frugallass

I received an email this morning stating that my direct debit details were not correct and if I didn't pay the amount owing I would lose my Talk service until this is paid

The amount they were chasing was 0.60p - yep sixty pence !

I had to make a call from work this morning and pay 0.60p on my debit card - can you believe it?? (don't answer that question)

Given the extremely shoddy treatment I have received from MAAF in the very little time I have been with them (14 days) I am going to write to tell them that I want to cancel my contract and expect not to have to pay anything to them for this.

My parents are no closer to resolving the issue of their problem - it seems there isn't a spare connection at the exchange for them and this might take months to sort

I'm at my wits end and will fight this to the bitter end with MAAF

:mad: :mad: :mad: :mad: :mad:

infernalaffairs

Hi Samara,

You chased up my wireless kit on the 27th Feb for an order you placed on the 15th Feb but I'm afraid to say it still hasn't arrived.

oldagetraveller

Madasafish_Customer_Care wrote: »

Oldagetraveller, your hardware should have turned up by now, I'm going to chase.

Kind regards,
Samara

Thank you.