Madasafish Questions/answers (merged threads)

BettiePage

aclark wrote: »

Tech support says 24/7
Customer Service is 8am-8pm 7 days a week.

When i was calling this evening Customer service were having problems with their system. I did call several times speaking to different advisors just to check.

We saw that on their site but as I said on my previous post, they said 6pm for cancellations, not 8pm.

aclark_2

Sorry my mistake.

mrJ_5

aclark wrote: »

Phoned MAAF this morning to give 28 days notice to cancel our broadband (we started with on the 3rd OCT 07 today>3rd OCt = 28days) and request a MAC code. The 1st time i called everything seemed fine was told the account would end on the 3rd OCT and someone would call with the MAC code.

Phoned again tonight to check that all the details were ok only to find out that nothing has been noted on the account. I was put through to cancellations and spoke to Sam again stated i would like a MAC code and give 28 days notice. Asked if any charges would be made with me cancelling the broadband i was told no apart from my usual monthly fee till OCT.

I have now recieved an invoice today stating the following on the invoice:
Deferred Activation £34.86
Deferred Hardware (D-Link DSL924 Wireless Kit) £51.06
Then add VAT on and it comes to £100.96

Im giving 28 days notice to cancel my account which finishes on the 3rd OCT been told i wouldnt incur extra charges only to find out that im being ripped by £100 when im giving the proper notice period!!!!:mad:

You're still actually cancelling though within the 12 month period that you agreed to - if you cancelled on 3rd October, then there would be no extra charges

BettiePage

BettiePage wrote: »

We've been with madas for about 18 months now and never had a problem with their customer service. Until now that is.
We're trying to get our MAC key and have been given the runaround from them for the last 4 days.
First they apparently shut at 6pm, despite the website stating 8pm. Then they didn't call back. Then they're shut for the day yesterday??????? They promise to ring hubby at work today. They left a message on his answer machine at 8am. He rings them back. They say they'll ring shortly. He's just rung back again to be told he has to wait until he's called back.

Grrrrrr :wall:

Finally got it sorted yesterday after numerous phonecalls to them and numerous non returned phonecalls from them.
Got through to a sensible rep who just gave us the number there and then with no quibbling. Just what we expected the first time we rang them. :rolleyes:


Going live with o2 in a couple of days now.

rainywindow

I have read many of your posts and agree that the broadband service provided by Madasafish is very poor now - I have had many times when I cannot get a connection, some even lasting for days! I have also had the run-around from Customer Services with being unable to contact them to cancel my contract and even then they miscalculated the final payment due. At last this has been resolved but they have still taken a payment of £17.99 this month without any notification of a price increase (my last six months were £16.99 and the first I knew of the increase was the invoice). They are unwilling to refund the £1 - does anyone know if they are within their rights to increase my payment like this. It's not even consistent with the amount they are charging for the Broadband Max service on their website.

Quentin

mrJ wrote: »

You're still actually cancelling though within the 12 month period that you agreed to - if you cancelled on 3rd October, then there would be no extra charges

No.

You have to give 28 days notice to cancel.

So if he did as you suggest and waited till 3/10/08 (ie the completion of his 12 months minimum period), and then gave notice he would have to stay another 28 days, turning it into a 13 month contract!

rkoya

Phoned on the day I was out of contract to cancel the broadband service was told someone would call me back with a MAC code. Never bothered. Called them again next day and was told the cancellation department closed at 6pm and would be open again on Monday. Having rung them last night after 6pm I eventually got given a MAC code.

I have now recieved an invoice today stating the following:
Deferred Activation £40.96
25 days broadband £12.49

Total £53.45

I am already out of the contract and have given 28 days notice to cancel my account which really makes my contract 13 months.

If anyone is thinking of joining them - DON'T. I have had no end of problems with them. I had less problems with previous provider (TalkTalk) than I have had with MAAF. Since joining their service has gone extremely downhill. I will now how to call them again and ask them to sort out the deferred fee!!

hubballi

I am so glad I got out when I did. The service used to be excellent. Shame.

BettiePage

Do their operatives not come here any more?

Plusnet_company_representative

Hiya,

I'm very sorry for those who have had a frustrating experience when trying to cancel.

We're in course of changing the way that we handle our cancellations requests. There will be a specific number to call to request a cancellation, which will be published on the website, which will be open from 9-9 from Monday to Friday. This means that we should be able to "talk" to every single customer that is wanting to cancel, so that we can get a better understanding of what they are looking for from their internet services and there may well be something that we can do for them.

Of course there will be people that are looking to move to a different service provider and there wouldn't be something that we could offer for them to stay and I'm truly sorry if people have been caught up here. Anyone is welcome to either PM me or drop me an email to jbailey@plus.net which I'll probably see sooner.