Madasafish Questions/answers (merged threads)

agentzoonie

Just a comment because I decided to choose MAAF purely because of seeing it here in this thread.

We've been trying unsuccessfully to get broadband in a very rural area, 7.5km from the exchange. Firstly we tried through Wanadoo - no luck at all even after having a BT engineer to the house.

This time, the line was supposed to go live on 27 June, and again, no luck. MAAF customer care and technical went through all the checks and got another engineer out.

Finally on Friday late afternoon (July 21) the engineer got us sorted, and we were able to log on to a broadband connection.

I wrote to MAAF customer care through my new account, on Saturday, asking if there was a chance of a refund for the unused period, and despite it being the weekend, I've heard back that this has been done.

So far, so good

Madasafish_Customer_Care

Hi Heidi,

Thank you for signing up to our services - and I'm really sorry that we've had some trouble with your order.

Not to say that this is what's happened here, however it has been known for ISPs to give out incorrect MAC's in order to retain the customer for at least another month. For everyone, when you get a MAC from an ADSL provider: MAC Keys always follow a similar format and will look something like this: FTIP12345678/XY32Z. The beginning of the code will always start with FTIP of BBIP then followed by six or eight digits, slash (/) and five more digits which can either be letters or numbers.


It's also possible that you're on LLU with Orange - we've just started accepting MACs from LLU service providers and it could be an error on my team's part as it's a fairly new process for us. If you could please PM me your username I can investigate this further. I would also like to investigate why my team didn't contact you - it's built into our processes that every customer we have incorrect information for (MACs/Post Codes) etc are contacted to amend the information.

The thing to consider moving forward is that migrating in with a MAC brings the cancellation fee from £55 to £25. Also - the first couple months of subscription with Madasafish are probably much less than what you're currently paying with Orange - thus it may be an advantage to migrate as not to incur further subscription costs through your old provider.

You can, of course, outright cancel your old ISP as being without broadband won't effect you too much as you'll be away on holiday - however I'm a big supporter of MAC's and migrating and would urge you to continue down that path if you have still got the patience!

Please do keep in touch if I can be of further assistance.

Kind regards,
Samara

Madasafish_Customer_Care

Hello Agentzoonie,

I'm pleased that we were able to bring broadband to you!

Welcome to our services and I hope you're finding it an improvement over dial up!

Kind regards,
Samara

agentzoonie

Madasafish_Customer_Care wrote:

Hello Agentzoonie,

I'm pleased that we were able to bring broadband to you!

Welcome to our services and I hope you're finding it an improvement over dial up!

Kind regards,
Samara

Unfortunately Samara, ther service was very erratic for a short time on Saturday (which I thought was due to my installation) and then immediately after posting this message I lost the service for the rest of yesterday

I have read on another thread though that there was a problem over the weekend, and a friend who is with BT also had service problems

Can't check today as I'm at work.

Heidi61

Hello Samara,
Thanks for the reply - I phoned your customer services on saturday and they said it was because it is an LLU code.
I'll PM my username now.

Heidi

Madasafish_Customer_Care

Hello Agentzoonie,

I'm sorry about this weekend. I just posted this on another thread discussing the issue:

We experienced two issues this weekend that caused some customers to lose service.

Firstly, there was an issue which began around 11am on Saturday that meant that some customers couldn’t get connected to the Broadband service. This was identified as a username and password authentication problem within BT’s network and we raised this as a fault with them.

At 12.45pm on Sunday there was a major power loss in our main hosting centre that was caused by a widespread power cut in East London. Our hosting centre is equipped with uninterruptible power supplies and backup generators that are supposed to take over in the event of such a power failure. Unfortunately, these measures did not take over and many parts of our service were affected including email, web space and connectivity for both broadband and dial-up customers. We have obviously raised a major complaint with the company responsible for the hosting centre. We do not yet have an explanation as to why the remedial power measures did not take effect. However, we will post this information on our Service Status page as soon as we have it.

Please accept our sincere apologies for any inconvenience that last weekend’s problems have caused you.

BT/Yahoo have their equiptment in the same hosting centre and from the look at their area on ADSL Guide, it does appear that they had the same problems this weekend.

Again, please accept out apologies on this one.

Kind regards,
Samara

toothwiz

Please could you let me know what is the charge for leaving madasafish isp for another if I am still under contract.

Madasafish_Customer_Care

Hello Toothwiz,

All of our broadband packages have a 12 month contract. Here is our cancellation policy should you wish to leave prior to completing 12 months of service:

New Provision and LLU Migration into our service: £55 + the cost of any free hardware taken (currently our free hardware retails at £39.99).

ADSL Migration into our service: £25 + the cost of any free hardware taken.

Our cancellation costs reflect the costs that we incurred through BT to get the customer connected. I believe that our cancellation policy is a lot better than the cancellation policies where they make you pay for the remainder of contract.

Kind regards,
Samara

sdl811

Hi, as a customer can you tell me how to request a MAC code as i want to move away to a service that gives me an unlimited service.

Madasafish_Customer_Care

Hi Sdl811,

I'm sorry to hear that you wish to leave us, however I can understand if you require unlimited usage and I'm happy to help you with the transition to a new ISP. If you PM me your username, I'll e-mail you back from our customer support email address and give you a break down of where you're at in your contract and help you get a MAC.

As a word of caution - a lot of providers that advertise themselves as 'unlimited' don't really provide unlimited services. Please have a read of this article by Guy Kewney titled The Free Fairy Story. I believe that AOL is one of the few providers that is offering a truly unlimited service these days.

Kind regards,
Samara