Madasafish Questions/answers (merged threads)

MissMuppet

espresso wrote: »

Did you actually click on the link in my post? If you monitor your own usage, "I've been having problems getting on there for a while..." is irrelevant as you would have a record of your usage on your own PC and would know if you had in fact gone over your limit.

:rolleyes:

No, sorry I didn't, I was at work so was just coming on briefly... have read it now thanks and will look into it. I apologise if I came across funny, been having problems left, right and centre recently... about to lose my job and just lost my flat, so feeling a bit naff! Thanks for the advice!

Plusnet_company_representative

That sounds pretty horrible I promise not to tell you it's where you last left it!

I know from experience how much of a pain it is to move house (currently in #25) so to go through all of the hassle without warning and to be forced to do it as soon as possible will make it even worse

MissMuppet

James_PN wrote: »

That sounds pretty horrible I promise not to tell you it's where you last left it!

I know from experience how much of a pain it is to move house (currently in #25) so to go through all of the hassle without warning and to be forced to do it as soon as possible will make it even worse

Thanks James, I think this is number 20 for me... and I'm only 30! Let's hope MAAF are a bit quicker with my broadband changeover this time... I don't want to be running up anymore dial-up charges.

I know where to come now though if I have any problems! :rotfl:

Plusnet_company_representative

Hehe, I'm only 27

Give me a shout when you place your order and I'll make sure it's processed nice and quickly. You would of course be welcome to ask me for updates to your order at any stage.

MissMuppet

That's great, thanks James... I might just be in touch over the coming months!

teddyco

James_PN,

I have been very happy with Madasafish service up until this past week.

1. I always rely on the email from Madasafish to let me know my limit is about to be exceeded. This past month, I didn't receive the usual email and my limit went over, costing me £2.00 extra for March and that was disappointing.

2. Today I awoke and my broadband service was down from 6:00 AM until 1:00 PM. I spoke to a call center in India three times during the morning as the clock ticked by. The answer I got was 'we are having problems, check back in an hour'. I operate my own business out of my house and cannot afford to have broadband down for 7 hours in the morning.

This is the first time that any of these issues have happened.

To the previous poster who mis-understood the usage amount in MB rather than GB. I also made this same mistake as part of MAAF changes that were made and I got a little panicky. It might have been nice to get an email from MAAF which detailed some of these little 'tweaks' to our accounts as per new management.

I want to cancel my account and move to another provider. I am on my second contract that expires September 28th, 2008. Can you tell me what kind of penalties I will incur to cancel at this stage?

If I had known that MAAF was going to sell out to another company at the time I went for another contract on September 28, 2007, I would have been more motivated not to stay knowing the problems that occur when new management comes onboard.

MissMuppet

It sounds like similar issues to me, my broadband was down at home this morning... James is just checking it out now to see if it's back up. When MAAF merged with PlusNet I received an email informing me of this, did you not receive one?

teddyco

Miss Muppet,

I never received an email which announced that Madasafish had been taken over by PlusNet. I don't use my Madasafish email and have a gmail account that I have listed as my preferred email contact.

I have also experienced much slower speeds in the last few weeks, and couldn't understand why? Before MAAF changed hands, I was getting speeds of up to 4MB a second.

Some of my speeds now are running sometimes below 1GB and downloading software takes much longer.

Seeing that I am under the PlusNet umbrella explains everything.......

I don't think it's fair that MAAF is allowed to sell their contracts that they made with us to another company, but we don't have the right to cancel if we disapprove of our contract now being held by another provider....that's not playing cricket.

Maybe it's cleverly worded somewhere in our original contract, but it's unfair nonetheless.

Plusnet_company_representative

Hi Teddyco,

Thanks for your feedback.

1. I always rely on the email from Madasafish to let me know my limit is about to be exceeded. This past month, I didn't receive the usual email and my limit went over, costing me £2.00 extra for March and that was disappointing.

I completely appreciate your frustration. This is a problem that we are currently aware of and we're currently awaiting to assign this problem to one of our developers to fix.

2. Today I awoke and my broadband service was down from 6:00 AM until 1:00 PM. I spoke to a call center in India three times during the morning as the clock ticked by. The answer I got was 'we are having problems, check back in an hour'. I operate my own business out of my house and cannot afford to have broadband down for 7 hours in the morning.

That's strange. I'm not aware of any specific issues that would cause this, although I have seen a couple of examples of similar problems. There have however been confirmed BT Outages on area codes of 01928 but barring that, I haven't seen any specific issues.

Actually, scrap everything I just said. There was a brief outage across one of our pipes over the times that you've mentioned. We didn't notice it as such (until a few calls were reporting this as it affected a small number of customers, also I appreciate that this doesn't fix the problem that you experienced.

This is the first time that any of these issues have happened.

Whilst I appreciate that the usage problem was one of our making, we had no control over the small drop on our pipes - these are maintained by BT and things like this will occasionally happen. I am surprised however that a reboot of your connection didn't bring service back

If I had known that MAAF was going to sell out to another company at the time I went for another contract on September 28, 2007, I would have been more motivated not to stay knowing the problems that occur when new management comes onboard.

That's an understandable feeling to have. One that I'd probably have shared if I were in the same position (and from an employment point of view, I've been through two acquisitions, both of which really worried me). All I can say (which you would probably expect me to) is that I firmly believe that things will improve to the extent that the level of service that you will receive will be as good as it ever was for you.

If you do decide that you definitely want to cancel, drop me a PM and I'll be happy to look into what we'll be able to arrange.

Plusnet_company_representative

Hi again,

I never received an email which announced that Madasafish had been taken over by PlusNet. I don't use my Madasafish email and have a gmail account that I have listed as my preferred email contact.

If you PM me your username I can try to look into this and see why you didn't receive that communication.

I have also experienced much slower speeds in the last few weeks, and couldn't understand why? Before MAAF changed hands, I was getting speeds of up to 4GB a second.

That's got nothing to do with the PlusNet ownership of Madasafish. Since this happened, we have added an extra 310Mbps of central capacity that was neglected pre-takeover. Again, I'm happy to look into your account for any apparent speed issues.

Seeing that I am under the PlusNet umbrella explains everything.......

Actually, it doesn't at all. We haven't taken anything away from MAAF whatsoever. We've just added capacity after identifying that there was an apparent shortage based on customer numbers and usage being consumed.

I don't think it's fair that MAAF is allowed to sell their contracts that they made with us to another company, but we don't have the right to cancel if we disapprove of our contract now being held by another provider....that's not playing cricket.

That's actually fairly standard contract law. As long as there are no changes made to your contract that cause a detrimental affect to your service, then the new owner of the contract is not obliged to waive the contract period. As there's been no changes to the terms and conditions, this doesn't apply.

I do completely understand that you are frustrated following this mornings outage and I appreciate the reasons why, but all I can ask is that you stay to see myself and PlusNet deliver upon our promises.