Madasafish Questions/answers (merged threads)

Madasafish_Customer_Care

Today, we are changing the number to call if you need to speak to our Customer Service and Technical Support teams.

The new number is 0844 395 0830.

Calls to this number are charged at a flat rate of just 4p per minute at any time of the day from any UK landline. Calls from mobiles vary and you'll need to check with your mobile provider.

Why have we made the change?
Firstly, we understood that the cost of the old 0870 number was confusing. Virtually every phone company charges a different rate for calls to 0870 numbers, and those rates vary depending on the time of day.

We also wanted to have a single phone number for both Customer Service and Technical Support. This means that there is only one number for you to remember (or write down).

Online support
Of course, should you require any help you can also have a look at our Online Support Centre. It is packed with useful documents that explain how to fix common problems and get the best from your service.

Thank you again for choosing Madasafish.

bbb_uk

Madasafish_Customer_Care wrote:

Today, we are changing the number to call if you need to speak to our Customer Service and Technical Support teams.

The new number is 0844 395 0830.

Calls to this number are charged at a flat rate of just 4p per minute at any time of the day from any UK landline. Calls from mobiles vary and you'll need to check with your mobile provider.

It isn't strictly true that ALL landline providers charge 4p per minute. I know that OneTel charge 4.5p per minute but not sure what other landline providers charge and I would recommend anyone to check with their landline provider.

Remember that calls to mobiles (as you pointed out) vary and in some cases can cost upto 40ppm depending on mobile network and time of day.

It is also worth mentioning that your new telephone number maybe around 3/4p per minute cheaper during the daytimes but it will be more expensive to ring you on your new 0844 number during the evening & weekends than it did when ringing your old 0870 number.

For example, during the weekend it was only 1.5p per minute to ring you from a BT landline and some other landline providers on your old 0870 but it will now cost around 4p per minute to ring you during the weekend on your new 0844 number.

OxJak

Hello Samara,

This may seem like a very trivial question, but I hope you'll help me anyway! We've applied for MAAF and this morning got an e-mail telling me that the BB is expected to be available from 24th August (next Thursday). Does this mean that I should be able to connect up from first thing on that morning, or does it mean that I will be connected "some time during Thursday"? I'm on a late shift on Thursday and so would like to be able to install everything that morning if I could, otherwise it might not get done until the weekend!

Thanks in advance for your help.

Madasafish_Customer_Care

Hi bbb_uk,

I agree with what you're saying - on the old number there were times when the cost of the call could be less expensive.

The problem was there was a lot of confusion over 0870. Some customers thought it was a premium rate number (50p a minute) and refused to call it.

The move was in an effort to be completely transparent in the cost of a phone call.

As everyone who uses our services has to have a BT landline, please use that to phone us and not your mobile .

Also, if you prefer to get advice and assistance over email we're pretty quick at responding and you can always PM me! That's all free.

Kind regards,
Samara

Madasafish_Customer_Care

Hi OxJak,

You should be able to connect first thing in the morning.

If you're really lucky, you may be able to connect the night before .

Kind regards,
Samara

ec9wrr

Hi Samara,
I'm a Virgin mobile customer so can now get free broadband from them. Trouble is I am already a MAAF customer. I've only been with you for 4 (very happy) months and understand I am tied to a 12 month contract. I'm pleased with MAAF so far but obviously want to check other options... Is there anyway of buying my way out of the contract? My girlfriend has only been with you for about a month and would also like to ask the same question...
Thanks,

Madasafish_Customer_Care

Hi Ec9wrr,

Should you wish to cancel in the first 12 months of contract the cancellation costs reflect the amount that we paid to get you connected. Thus the costs are as follows:

New Provision and Migration in from a LLU network: £55
Migration in from non-LLU network: £25
And the cost of new hardware: £39.99

I could give you a break down on your specific accounts if you wish - just PM me your usernames!

I had a look at the Virgin site and I couldn't find anything about their free broadband deals on either there Internet Access or Mobile area. Could you please enlighten me with a link?

Kind regards,
Samara

espresso

Virgins free!

Sparky29

Just a quick note to say a big thank you to Samara and the Madasafish team for sorting out my BB connection. :beer: I know you are only doing your job but after a nightmare using NTL (listening to Greensleeves & NTL adverts for 30 mins before hearing a human voice) the customer service has been outstanding :T :T :T . Never heard of a company returning calls before when they say they will. I would recommend them to anybody.

Madasafish_Customer_Care

Hi Espresso,

Thanks for the link!

I've got it now - basically if you don't want a free new phone then you can choose to pick the 1 year free broadband in it's place. Environmentally, that's a lot more friendly than giving away 1 free phone per customer per year.

Fiscally speaking it makes sense. If they give you the free phone - or even if you pay for it through them at reduced cost - they're heavily subsidising the cost of the phone through your monthly subscription. So it becomes the consumer's choice whether you wish to subsidise the cost of the 'free' phone through your monthly subscription or the cost of your 'free' broadband.

As a consumer...is there the possibility that you could come out ahead by taking the free phone and ebaying it. Use the money you get from ebay to pay for a year's subscription with an inexpensive ISP and then pocket the remainder.

Kind regards,
Samara