Madasafish Questions/answers (merged threads)

teddyco

James,

I want to thank you for calling me at home and for your information about my account!

Have a nice evening!

lowdenclear

Ah. Okay. I signed on here to post about two things... Getting an email re: going over my usage when I had only used 407MB! And also that the connection hasn't wanted to stay connected for any longer than a couple of minutes over the last couple of weeks. This'll explain things.... It's just as well my contract is almost up. :rolleyes:

teddyco

lowdenclear,


You may want to take a look at O2 Broadband. They are using ADSL2 which is faster than the usual ADSL.

PlusNet_James

Hi Lowdenclear,

You'll have to excuse me first off, I've forgotten my password for my normal account and the request password feature doesn't seem to be working (I have the password saved on my laptop at work and I'm at home atm).

Regarding the usage thing, I wouldn't worry about this, we did have a problem with usage being reset at the end of March, which has now been reset. You won't get charged if you didn't go over your usage allowance so please disregard that email.

Regarding your connection problem can you please try using a different microfilter and making sure your router is connected into your master socket via a filter. Are you able to borrow a modem from a friend to see if that is causing the problem? Have you tried contacting customer support?


Regarding O2, I actually use them at home. I wanted to see if ADSL2+ would make much of a difference. My connection is rather droppy though and goes about once every hour Also, one of the biggest difference I found is the fact that the customer portals for PlusNet and MAAF are really good, but the O2 one is really poor.

It goes down to what I said earlier about choosing a supplier that suits your needs.

More than happy to look into your connection problems if you would like me too.


Time for football (and coffee)

Quentin

PlusNet_James wrote: »

My connection is rather droppy though and goes about once every hour

If you get in touch with them (calls are free, they are open 24/7, 0800 2300202, option 2) they will look into this and check your history whilst you are on the phone. They will also tweak your line (again whilst you are on the phone) to correct this issue.

************************************************

What are "customer portals"?

PlusNet_James

Yeah, I know what the problem is. My line is struggling to hold onto a noise margin of 6dB. I did initially have it set as 3dB, with a sync speed of 9.5Mbps, then tried 6dB with a sync speed of ~8Mbps. I don't particularly want it to rise much further so I'm just sticking it out.

A lot of first line at O2 (from my experience) aren't aware of how to much SNR profile changes.

When I had my line with PlusNet, it was absolutely fine with a noise margin of 6dB, so I'm not entirely sure why there should be any difference with the line stability unless it's an exchange equipment issue.

When I refer to customer portals, I'm talking about the tool available on the websites.

James

tiptoe_mouse

tiptoe_mouse wrote: »

I have ben a satisfied madasafish customer for over a year. Until now.

I recently received an email informing me that I had exceeded my usage allowance for February and would be charged £2. (Bizarrely the email was not sent to my madasafish email account, but to the webmail address I used when signing up.)

I had not received any message warning me that I was nearing my limit. I've checked both my webmail (including spam box) and my madasafish email accounts - definitely no sign. If I had recived a warning I would have reduced my usage to avoid a charge.

I contacted customer services via the madasafish website asking for an explanation and a reversal of the charge. They replied that a warning email had been sent.

Where do I go from here?

tiptoe

Update:
Samara offered to sort this out, and then told me that I would not be charged the extra £2. Now my invoice has arrived and the charge is still there. What do I do now she's gone?

Cheers,

tiptoe

Quentin

PlusNet_James wrote: »

When I refer to customer portals, I'm talking about the tool available on the websites.

Sorry....... but what tool is this?

Quentin

There is of course this tool on thinkbroadband.

Customers can compare users own ratings of the various ISPs.

This one shows MAAF v o2 v Plusnet. (It doesn't compare prices or any allowances on downloading, probably good news for some!!)

http://www.thinkbroadband.com/isp/compare.html?isp_17=1&isp_86=1&isp_77=1&commit=Compare

PlusNet_James

Sorry, by tools I'm referring to the quality of "My Account" and the "Portal" on the PlusNet side of things, which I feel are both excellent and easy to use.