Madasafish Questions/answers (merged threads)

MissMuppet

I am having a crap time with MAAF at the moment. I recently called them to find out if I could be put on the same price package as a new customer, which they did... so now I'm paying £9.99 instead of £17.99 a month.

But have I been able to get onto the website recently to check anything on my account?! No I haven't... I got an email yesterday telling me I had gone over my 5Gb usage allowance, but I never received the warning email that I normally get. So I opened a ticket (is this a new term?) and asked why I didn't receive the warning and why I can't access my account...

I wanted to go and check my usage again today for March but again it wouldn't let me in, the page just doesn't load properly then it says I have timed out, very frustrating. When I went to my 'ticket' there was a response... again no email advising me I had an answer. Anyway, normal standard answer, said it's not guranteed I would get a warning email, and giving me instructions on how to view my usage... Like I'm a dumbass or something!

So I replied to this 'ticket' again, providing screen shots of the problem, and again stating that I can't check my usage so it would have been nice to be warned they were about to charge me £2 extra for 0.1Gb over my usage.

Just came back online to find another email saying 'You have gone over your usage of 6Gb, you're charged £2...' or in similar words to that! Ok this is quite possible but when I managed to view my usage last night through the help pages I was under 6Gb, and it was nearly midnight on the 31st March! I find this a bit strange... but it could be possible as I did try and make the most of my £2 extra by downloading something.

Sorry rant over!!! I have not really had any other problems with MAAF (apart from when I moved) but just recently (maybe it's the merger with PlusNet?) I seem to be having these issues...

MissMuppet

Just checked back through the last few pages of this thread and noticed others have had the same issues I am having... although reluctant to delete my cookies, I guess this is what I will need to do! Maybe I will do it manually just for MAAF!

What a nightmare... I signed my Gran up to PlusNet last year, I just hope she's not having any problems like this because otherwise I will be getting loads of phonecalls!

espresso

MissMuppet wrote: »

I got an email yesterday telling me I had gone over my 5Gb usage allowance, but I never received the warning email that I normally get...............

Why don't you monitor your own usage and then you would not need to rely on non existent warning e-mails from MAAF? see this thread here for details.

Gambler

MissMuppet wrote: »

Sorry rant over!!! I have not really had any other problems with MAAF (apart from when I moved)

What problems did you have when you moved. I'm moving in the next few months and still trying to decide whether to move to a new provider before then as I am out of contract.

Drunkstar

James, ignore my PM to you. I have a contract still, lol Im a prat.

Plusnet_company_representative

Boxman wrote: »

The last thing I want is to have to try and contest some stupidly high bill for allegedly going over my monthly (20 mb) contracted limit.

Or is it possible I have some sort of nasty?

Hi Boxman,

I think that you may be confusing MB and GB. You'll have a usage allowance of 20GB which is equivalent to 20,000MB. So I wouldn't worry, you're waaaaay within your limit!

Plusnet_company_representative

GaryS wrote: »

I have also noticed that there always seems to be a discrepancy between the usage figures on the "Internet, Broadband Usage" section of the MAAF Account pages and the "Broadband Usage, Broadband Usage History".

This maybe because the latter is not updated at the same time, maybe James_PN would confirm this ?

Hi Gary,

The discrepancy is because one of the sets of figures is in MiB & GiB, whereas the other is MB & GB. Your "actual" usage figure is the smaller figure of the two.

The reference:

1 MiB = 1024KB
1 GiB = 1024MB

1 MB = 1000KB
1 GB = 1000MB

I appreciate that it is confusing having two different sets of figures, but this is something that is being worked on.

GaryS

Thanks for that James_PN, but why do the accounts list usage in 2 different places using 2 different calculations ?

** Thanks for the call yesterday, hopefully all is sorted now.

Plusnet_company_representative

Hi MissMuppet,

I'm sorry to hear that you're having a spot of bother.

Your browser may allow you to delete the temporary internet file specific to the madasafish.com website. Are you able to do this? This should hopefully then allow you to log into your account without having to delete all of your cookies.

Regarding the usage problems, we're currently investigating an issue whereby soe customers usage wasn't reset at the end of March. This has resulted in a few customers receiving emails saying that they have gone over their usage allowance, although this shouldn't be the case.

If anyone has incorrectly received these emails because of this problem, then they will not be billed for the erronomous additional usage because of the way that our billing system bills in arrears for additional usage, but in advance for subscription payments.

If you'd like me to give you a ring regarding this, drop me a PM and I'll be more than happy to do so.

Plusnet_company_representative

Hi Gary,

Does my GB/GiB explanation not cover that? It's basically caused by MAAF historically counting usage in GiB, whereas we use GB.