Madasafish Questions/answers (merged threads)

Madasafish_Customer_Care

Okay - there were a lot of posts this weekend, I'll do my best to answer everyone!

Glad - Did you try espresso's advice? Did it work in resolving the email problem?

agentzoonie - My agent shouldn't have said that building an exchange closer to your premises would resolve the problem. It's not very helpful.

I would like to explain the nature of all 'up to 8Mb' services. The final speed that you get on your line with MAX ADSL will depend on the length of your line from the local exchange. The longer the broadband signal has to travel to the exchange, the slower the service will be. Other factors such as internal wiring can also impact your speeds - this is why we recommend that you connect from the master socket in your house and not an extension.

If you're on MAX Plus (20GB) and you'd like to be on MAX (5GB) I can arrange this for you! Also -we're really sorry about the weekend of the powercut. I can imagine how frustrating it must have been to finally get connected and then get cut off.

Saban - We did have a problem last weekend with our broadband, we do our best to try and keep our services 100% all the time, however last weekend a powercut affected one of our service centres. We did our best to resolve it quickly, however there wasn't anything we could do to resolve it for customers on an individual level until power and services were restored.

I apologise for the grammatical errors in the e-mail that Mark sent you. In a perfect world I would like to see e-mails with perfect spelling and grammer leaving my support desks all the time. There was quite a large amount of e-mail generated because of the weekend outage and I could see my team being rushed to answer it all. The important thing was that he told you all of the correct information and offered further assistance, despite it not reading well.

Sloughflint - I got an update from my agent this morning and he should have called you. Please let me know if I can be of further assistance.

I hope that I got everyone a response to their queries! Please let me know if I left you out.

Kind regards,
Samara

sloughflint

Madasafish_Customer_Care wrote:

Sloughflint - I got an update from my agent this morning and he should have called you. Please let me know if I can be of further assistance.

I hope that I got everyone a response to their queries! Please let me know if I left you out.

Kind regards,
Samara

Yes he did, thank you, Samara. Onto a phase of monitoring speeds and logging times of loss of BB. Fingers crossed since no complete loss since above post of mine. Thanks for your intervention.

maveli

didn't see any reply..

maveli wrote:

I too have the same problem. I never saw the speed reaching 2 MB. The last time I tested it was only .94 MB. I told the technical support many times and every time I was told the problm lies with BT.. Even PMed Samara couple of times.. only to get reply saying they will look into it.

It's true thatwe get reply from MAAF customer Service . But what's the point if the problem is not solved... I wish MAAF will allow m to cancel contract wihout paying a penality..

Madasafish_Customer_Care

Hi Maveli,

I'm really sorry, I recently had to clear my inbox as I kept exceeding the 50 max for PM's and I no longer have your Madasafish username. I don't make a permanent record of MSE names vs MAAF usernames for privacy reasons.

Could you please PM it to me once more and I'll email you a break down of the notes we've got on your account regarding your speeds from the Madasafish inbox.

Kind regards,
Samara

Glad

Madasafish_Customer_Care wrote:

Glad - Did you try espresso's advice? Did it work in resolving the email problem?

Kind regards,
Samara

I did try but I couldn't see how to put that EXE file in Zone Alarms preferences
so mum is still getting the error message unless she disables AVG email scanning

espresso

Glad wrote:

I did try but I couldn't see how to put that EXE file in Zone Alarms preferences
so mum is still getting the error message unless she disables AVG email scanning

From Zone Alarm Help:

Granting a program permission to access the Internet
Many of your most commonly used programs can be automatically configured for safe Internet access. To determine whether a program was configured manually or automatically, select the program in the Programs List and refer to the Policy field in the Entry Details area.

To grant a program permission to access the Internet:

1. Select Program Control|Programs.
2. In the Programs column, click the program for which you want to grant access, then select Allow from the shortcut menu.

Why don't users ever read the built in Help screens?

:rolleyes:

alaturka

I recently joined Madasafish with the service was 5MB.
never had this connection speed.
but the main problem is I keep disconnecting from BB(during daytime roughly in every 10-15 minutes).
I run diagnostics test. its ok
I reset the router and install it nothing changed.
so I wonder if anyone else had similar problems.
and can anybody help me please?????
thanks

Madasafish_Customer_Care

Hello Alaturka,

Thanks for choosing Madasafish!

During the first 10 days of service there is a period of time where we are testing your line to find the optimum speed that you can receive a stable service at. During this period of testing you may find that you are receiving slower speeds than expected and in some instances disconnections. Should this persist beyond the first 10 days of service, please PM me and I can get involved.

Another thing to check if you are getting disconnects is your microfilters. Do you have a microfilter fitted to every phone socket that is in use in your home (including the ones you use for the FAX machine and Sky TV box)?

Kind regards,
Samara

alaturka

hello samara

speed problem is not that bad but the disconnects are happening often.its frustrating if you are in the middle of conversation or downloading

yes I have only one phone socket in the flat. and also tried both microfilters you provided,
thanks for the quick reply

Madasafish_Customer_Care

Hi Alaturka,

If you're outside of the 10 day period please PM me your username and I'll get my tech team involved. You shouldn't be getting disconnections after the ten day period, we'll look into it.

Kind regards,
Samara