Madasafish Questions/answers (merged threads)

judosteffer

Just been sent this today! Is it legal? Surely OFCOM will go crazy?

Dear ****

This email is to let you know about a small change to the terms and conditions of your broadband service.

Our supplier, BT Wholesale, has introduced a cancellation charge which applies if you stop or ‘cease’ your broadband service. This may mean you’d get charged if you cancelled your broadband service with us. Examples of where the charge is payable can include moving house, or changing supplier. From the 29th October 2008, if you cancel your broadband service, a £20 fee may be payable.

Please note: this fee will NOT apply if you migrate to another provider using a MAC key - only if you decide to cease your service altogether.

= Where to find these changes =

The changes will be reflected in sections 10.6 and 10.7 of your terms and conditions for the Madasafish broadband service, found at:
http://www.madasafish.com/terms-and-conditions/broadband.shtml

The amendment will read as follows:
10.6 You may terminate this Agreement within the first 12 months after the Commencement Date if you agree to pay us all the costs that we have incurred in setting up your Broadband Service. This will include an installation fee of £40.96. You must also pay the cessation charge detailed in 10.7, and the full retail price for any free or subsidised hardware that you ordered from us.

10.7 If you terminate this Agreement at any time, and choose not to transfer your Broadband Service using a MAC code, you will be required to pay a cessation (cancellation) fee of £20.00 to remove the Broadband Service from your telephone line. This charge is applied to us by BT.

This change will not affect your service from Madasafish and you do not need to do anything, we just wanted to inform you of the changes that we have to make.

Kind regards,
Carol Axe
Customer Support Director, Madasafish

macminiuser

fyi there is another discussion regarding the Plusfish/Madasanet comedy £20 charge going on here:
http://forums.moneysavingexpert.com/showthread.html?t=1177269

duncansby

I currently get my phone and broadband from madasafish and I am on a deal from Samarra until feb 09. Can I change phone provider at any time or is that part of the 12 month contract

Thanks

Quentin

judosteffer wrote: »

Just been sent this today! Is it legal? Surely OFCOM will go crazy?

Anyone unhappy with MAAF (for any reason) can now get out of their contract free of any early termination charges as a result of them changing their ts + cs by introducing this higher cessation charge.

Their ts + cs allow us to leave without any penalty if they introduce a detrimental charge.

To use this get out you must give them notice within 30 days of being informed of the increase.

The relevant condition is 10.8:

10.6 You may terminate this Agreement within the first 12 months after the Commencement Date if you agree to pay us all the costs that we have incurred in setting up your Broadband Service. This will include an installation fee of £40.96. You must also pay the cessation charge detailed in 10.7, and the full retail price for any free or subsidised hardware that you ordered from us.
10.7 If you terminate this Agreement at any time, and choose not to transfer your Broadband Service using a MAC code, you will be required to pay a cessation (cancellation) fee of £20.00 to remove the Broadband Service from your telephone line. This charge is applied to us by BT.
10.8 If we have made a change which is to your material detriment, you will not have to pay the charges set out in paragraph 10.6 above if you decide to end your Agreement early. However, once we have told you about such a change, you must let us know that you want to end the Agreement within thirty days.

punamulta

I hope to finish with them on 22nd of Oct, they have told me I have to pay for the whole following month ! then didn't ring back with MAC code, then had no record of my first call to them, it took 3 calls , each time told different things. Dire service. I am still not totally sure what's happening. I can't wait to leave. and they were so good in the Freenetname days.

disgruntled1234

I have to agree with you punamulta with the fact that in the Freenetname days, both customer service and broadband service were excellent.

When I found out that MAAF was merging with PlusNet, I e-mailed customer support to express my concerns (we use PlusNet as our ISP at work and we seem to have no end of problems). I received the following reply.

"Thank you very much for your email, I understand your concerns.

All of our existing customers are going to stay on our existing centrals and our customer support and technical support teams are staying the same. We really do not anticipate that there will be any deterioration in the service in the slightest. Should you feel that at any point your service is not what it use to be, do not hesitate to get in touch with us - we have every intention of keeping our customers happy."

Unfortunately, despite the reassurances, it would seem that the service is now suffering. In November, we will be out of our 12 month contract (having renewed because Samara got us a competitive deal at the time), and I'll be interested to see what deals are on offer. It will need to be a good one to keep our custom.

The sad thing is that a year or 2 ago, I was recommending MAAF to anyone who was thinking of moving to broadband, but I'm afraid that's no longer the case.

duncansby

Quentin wrote: »

Anyone unhappy with MAAF (for any reason) can now get out of their contract free of any early termination charges as a result of them changing their ts + cs by introducing this higher cessation charge.

Their ts + cs allow us to leave without any penalty if they introduce a detrimental charge.

To use this get out you must give them notice within 30 days of being informed of the increase.

The relevant condition is 10.8:

Has anyone tried this yet and had any luck. I'm very keen to leave having been with them for 3 years but took a new contract with Samarra back in february.

Thanks

Plusnet_company_representative

Hi Duncan,

There shouldn't be any issue with having your contract terms waived.

Just to add, I've recently moved to a different role within the company, so if anyone plans on sending me any PMs, I'd be grateful if you could send them to Matt Taylor instead, thanks.

MattTaylor_2

Hi all,

That would be me

Please give me a shout if there's anything you'd like looking into, or explaining, or whatever.

Cheers,

Matt

duncansby

I am having terrible connection and speed problems with frequent drops. Upgraded the firmware on the router and connection seems more stable. Getting speeds of about 1meg, but when I open advanced properties on router they are quoting downstream line is 4meg plus.

Have phoned support line several times (have changed filters) and they say plug router into master socket - fair enough - but they cannot grasp that the master socket is in the attic nowhere near a power supply or my pc. Asked to get the line resynced (which fixed last time) but they refused. Please help