Madasafish Questions/answers (merged threads)

Quentin

Yes - that is exactly the problem.

Samara is able to sort things in this public forum.

But the majority of their customers won't come here, and will be treated to the type of service reported which is so bad that they seemingly happily "waive" early termination fees to "close" complaints.

As far as the wireless hardware went, they didn't want it back from me. (Don't suppose they pay anything like £60 for it!)

frugallass

here's a couple of typical emails received from one of their operators ("Provisioning Team Leader") in sunny South Africa......grrrrr :mad:

I have escalated the matter within BT. A new Line installation needs to be done as the line that BT did find at the premise was an incomplete. When a matter is escalated with BT the process is speeded up. But however with this new line installation they have also advised me that they don’t have any spare tie pairs in the exchange. This is being looked into by the person I have escalated to. I am awaiting for an update from BT escalations Team. I will Keep you informed with regards to the order.

On BT’s system it shows no spare Tie pairs at the exchange. BT is sending an engineer out to see if they maybe any spare tie pairs at the exchange as sometimes they can you another tie pair that’s not being used at the exchange. The engineer is required to visit the exchange to see if he can arrange for a pair of tie pairs can be used as it may not be listed on the system but it fact it could be there and not being used.

Madasafish_Customer_Care

Hi Frugallass,

I apologise for the quality of the emails that you received from my colleague.

In all fairness, despite the quality of the emails, they have been very proactive in trying to get the problem fixed for you with BT Wholesale - as has our CEO, Mr Livingstone and the head of Madasafish Customer Services.

Kind regards,
Samara

Quentin

Madasafish_Customer_Care wrote: »

they have been very proactive in trying to get the problem fixed for you with BT Wholesale - as has our CEO, Mr Livingstone ..................

On one hand it is good to know that the CEO gets involved in things like this. Does he have lots of time to deal with such issues?

On the other it seems an indictment on the abilities of those in the organisation supposed to deal with such matters.

(Or is it the louder we shout - and the more public - is the only way to get anything slightly out of the ordinary resolved).

Those of us who joined MAAF because they weren't a BT type company are beginning to have our fears confirmed about what would happen when we got transferred into BT anyway.

frugallass

Madasafish_Customer_Care wrote: »

Hi Frugallass,

I apologise for the quality of the emails that you received from my colleague.

In all fairness, despite the quality of the emails, they have been very proactive in trying to get the problem fixed for you with BT Wholesale - as has our CEO, Mr Livingstone and the head of Madasafish Customer Services.

Kind regards,
Samara

Samara, if I hadn't been given the contact details of the CEO I wouldn't have made as much progress as I have. If I hadn't known about this website I wouldn't have made as much progress as I have.

It's only thanks to you Samara and Mr Stewart that something has been sorted (and I'm not going to get too complacent until the line is actually in place and working).

I'm curious as to what stage my parents would be at if I hadn't become involved (considering no phone or internet access) when my dad spoke to MAAF on 3rd March they told him the line couldn't be transferred until 19th March (today) - so, they would have had to wait 16 days to find out that the line couldn't be transferred and start the whole process again from now.

And why should you have to apologise for your colleague? Surely a Team Leader should be expected to be able to communicate in a clear and concise manner using 'Plain English'

Thanks again

Boxman

Hello Samara, can I ask what Maaf's intentions are in regard to Phorm or any other data pimping software?

Can I make it clear, I don't care what reassurances I am given about how any collected data is used, I DO NOT WANT MY WEB ACTIVITIES LOGGED IN ANY WAY.

I do not want targeted advertising, in fact I do not want any advertising whatsoever.

And no, I do not have anything to hide.

Madasafish_Customer_Care

HI Boxman,

We have no intention of using Phorm.

Kind regards,
Samara

Boxman

Excellent news, thanks for (as always) your prompt reply.

With respect though, despite your reassurance it is strongly rumoured that your parent company BT are seriously considering this abomination so lets hope Maaf can hold out!

Regards

cartimandua51

Hi - we have a max premier account 50G limit. As it's a student house , there is very heavy usage - about 150 G per month. This is why we relied on the statement on the website:

What happens if I go over my monthly usage allowance?
Additional usage above your included allowance will be charged at £2 per GB (or part thereof). Additional usage accrued in a month will be added to your next invoice. The maximum amount that you could be billed in any one month is £99.99, inclusive of your monthly fee.

Please note : INCLUSIVE of monthly fee. However MAAF have emailed back saying the £126 they have billed us is 99.99 PLUS the monthly fee.

Does this strike anyone else as a bit off?

I've not general objections to MAAF, and I think a lot of "unlimited" services are not worth it, but £126 pm is VERY steep!

Is there any way of checking if this huge usage is in fact correct?

karmacookie

Hi

I'm on the 5GB package. I've never gone over my limit until this month. I'm already onto my second £2 charge. I cannot understand what has changed! I surf a lot and my son downloads music but we are not doing anything different this month to previous months.

Why would we sudenly be using more????

My contract is up next month so will seriously be thinking about moving provider!