Madasafish Questions/answers (merged threads)

AdeM_2

James PN

I have now been without my internet connection since sunday, having spent about 2 hours @ 4p per minute talking to some foreign helpline the problem has still not been resolved.
All I'm being told is the broadband faults department will contact me..... but when ?
I work from home most of the week and require internet and email to go about my business and the service that Madasafish are providing is nothing short of appalling.
I will be seeking a reduction in this months bill and also recompence for the cost of my phone calls.

What more can I do ?

Plusnet_company_representative

Hi Gary,

I completely appreciate how useless the connection is currently and please rest assured that I am doing everything I can to return it to its previous levels. As we discussed on the phone the other day, your poor speeds are being caused by an intermittent fault on your line, so whilst it feels like a speed fault, it's actually being caused by the continual disconnections that you're experiencing.

Yesterday, BT ensured that interleaving was being applied to your telephone line and they increased the target noise margin on your line to try to increase the stability. This clearly hasn't worked, so I've passed your fault back to BT to get them to have another look.

We'll be able to talk about compensation once the fault is fixed.

Plusnet_company_representative

AdeM,

I'm more than happy to look into the fault that you're currently experiencing, but could you possibly PM me your username so that I can identify your account?

GaryS

Broadband connection has now been back since about 18:30 last night, still not as fast as it was a month ago, but a lot better than no connection at all.

2792.6 kbps 19-06-2008 20:21

Router has needed power cycling several times to keep the connection alive, which is still not right.
Hopefully James_PN will sort out what is going on, he has done a good job so far, since I PM'd him the other day.

This problem will be a week old of Friday, never had any issues like this ever before with MAAF, so god only knows whats happening.

Plusnet_company_representative

Thanks for getting back to me Gary.

I've sent the fault back to BT, explaining that you are still experiencing an intermittent loss in connection. I'll keep an eye on the fault over the course of the day and let you know once I've heard back from them.

hubballi

I have signed up with O2 because the speeds have been around 1-2 meg ever since I signed up 2 years ago with madasafish. I recently got billed over £6 because I was phoning customer services again and again trying to resolve why my broadband was not connected. They told me it was a problem with work going on at the exchange, Bt told me not so. I was never refunded the loss of nearly 2 days connection or the £6+ phone calls. Everytime I phoned I got a different adviser who I had to explain over and over again my situation. I would have thought they would have taken notes last time I called. It was one of the most frustrating days of my life. They also said they would call me back. They didn't. I have phoned them to try and get my Mac code and they told me the people who deal with that are not in until another hour...........!!!!!

O2 are giving me ADSL speeds which will be far far better at a cost of £7.50 a month if I have an O2 mobile account. All I have to do is change my pay as you go for about £7 and I'm in. Amazing, considering its also unlimited downloads. Also they give free customer service from within the UK which is rare nowadays.

To be fair, madasafish have been very good to try and resolve issues in the past but when you are a musician/photographer needing to upload/download work, 5 gig a month is poor for the price. Sorry, but the grass is definatley greener with O2. In these times of everything going up it makes sense to go this cheap.

neil40

Although i am leaving MAAF to SKY because of better deal- i have had no problems with them at all.I like the support ticket system too as you can view your conversations with customer service.I think if they upgraded their 5gb package to the 20gb for the same price it would be pretty competitive.I bet James_PN will like to hear some good feedback for a change!

hubballi

Well, I am trying to get hold of someone to cancel my account with no joy. Again I phoned customer services and they tell me the people who deal with cancelations have left the building. I try and email customer services from the website and all the emails come back to me informing me the addresses are no longer available

Quentin

The ts + cs say you can write to them with your notice:

Any notice or communication required to be sent pursuant to these Terms and Conditions should be sent to us at Madasafish, Internet House, 2 Tenter Street, Sheffield S1 4BY

Alternatively, as since Samara's departure complaints here aren't getting the service we were used to you might try voicing your complaint on their forum at thinkbroadband.

They seem to try a bit harder there when a gripe goes public - although it's the maaf forum, the same plusnet staff deal with complaints as come here:

http://bbs.adslguide.org.uk/postlist...rd=freenetname

hubballi

I mailed them through their website with a promise to get back to me quickly. That was 3 days ago. I still have not heard anything. All I want is my Mac code, not the enigma code.