Madasafish Questions/answers (merged threads)

Rex_Mundi

Have you tried the BT speedtest?

This can test your connection from your house to the BT exchange cutting out the MAAF part of the network. If this test gives you back good speeds, it could point to the problem being on MAAFs network rather than with your line or BT.

To try the test..................

Go to your router/modem login......

Disconnect from MAAF, and reconnect using these details (remember your MAAF login details)...

Username: speedtest@speedtest_domain
Password: not needed (leave blank)

When you are connected to the BT network. Open a browser (any normal webpages wont load). In the address bar, type in this address.... http://speedtester.bt.com

Follow the prompts on the page to run the speedtest. Once you have finished, go back and relogin to MAAF.

If the BT speedtest gives the same slow result as you see normally, it could point to a problem with your connection rather than a problem with MAAF.

Madasafish_Customer_Care

Hi Mariacallous,

I believe that the problem lies with your telephone number changing as your speed changed very drastically at that point.

Even when you keep the same physical telephone line when you change the number (or even the account holder's name) the Broadband service is usually dropped completely from the line.

This is the first instance that I've ever seen where the broadband service has continued (albeit at a very slow pace) without us reprovisioning the service on the new number. It's really hard to communicate that changing your phone number will disrupt the broadband service on your line - it defies the logic that it's not your physical phoneline that's changing, it's just the number that people dial to call you! Just for anyone who is thinking of changing their telephone number who has broadband - contact your ISP first!

I've got a fault raised with BT for the ADSL (Broadband) service on your line and when you call BT to talk to them about it I believe that they're giving you feedback on PSTN (Voice) service on your line.

I'll keep you posted by PM when I've got more feedback from BT. Please be assured that the fault has been raised!

Kind regards,
Samara

mariacallous

Good old BT. They really are beyond crap.

I had an appointment booked, which they never turned up for yet claim they have. The BT operator (from her tent in Afghanistan) claimed she couldn't tell me why, only that it had been repaired.
This is what I sent them:

Customer Comments:
I have faults on my phoneline, both voice votes and ISP faults. I telephoned BT on 9th October and had an appointment made for 21st October, job number EM9YMQ14.
No engineer came on the 21st and I contacted BT and was told the job had been repaired. How? Nobody came to this house? My socket still looks like something out of the middle ages with wires everywhere. I've already waited 12 days and taken a day off work for an engineer who doesn't bother to turn up and pretends he/she has repaired the line.My ISP provider (madasafish) are laying the blame for my slow broadband with BT. Am I going to get an engineer or are you going to continue lying to me, wasting my time and wasting my annual leave on the assumption that I was given a job number and told somebody was going to come and do some work to give me the service I am paying for.? You could at least have had the decency to let me know the engineer wasn't going to turn up.

Now you think that might have got a response. It did, a belated automated one..

We are very sorry if we haven't yet responded to your request for help. We have been experiencing technical problems but these have now been fixed. We realise that you may have taken an alternative course of action to resolve your problem. However, if you still need our help, please reply to this email and put "Help still required" in the subject box and we will ensure that it is dealt with as quickly possible. Your individual reference number is 8150406.

We hope that you can accept our apologies for any inconvenience that has been caused.

My "alternative course of action" will probably be to sign up with NTL. BT really are a joke now. Madasafish are doing all they can it would seem, but even they admit BT won't give them any idea when they might do something.

I'm back to my rapid 0.12mbps. Lucky me !

wonderfullife_2

Hi mariacallous

Go here and try the new BT speedtester, put in phone number and username that you use to connect to your isp.(the one that you put in your router)
The performance tester will initially check your Broadband connection through to your ISP, and you will know for sure where the problem lies.
It gives you your BRAS (IP) Profile router sync speed and your download speed.
Your download rate depends on your IP Profile rate, which in turn is decided by your synch rate.
Test1 comprises of Best Effort Test:
IP profile for your line is - 6500 kbps
DSL connection rate: 448 kbps(UP-STREAM) 7396 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 6246 kbps

http://test.speedtester.bt.com:50301/

And if you need to know more about your BRAS Profile, and how it relates to your download speed, have a look here:

http://www.dslzoneuk.net/adslmax_explained.php

mariacallous

Thanks for the advice but the speed tester just doesn't work. I've tried it 5 times now and it times out. Maybe it doesn't work with a mac?

Just tried it again and still can't get past "checking user details"...

lowbrim

Having been on MAAF for over 12 months and just signed up for the phone 2 months ago which I am now on without a hitch with free calls off peak and rental at £9.99 I am well pleased. I was previously with Talk Talk and had all sorts of problems no voicemail for months then could not them to activate free weekend calls despite numerous calls hence the change and saving of £4/month! Because I am on Max broadband my speed seems to vary dependant upon time of day from 2.5 to 3.5mbps although it has beeen up to 5mbps is that normal?

Madasafish_Customer_Care

Hi Lowbrim,

Could you please PM me your Madasafish username and I'll have a peak at your speeds to see what's going on.

Kind regards,
Samara

Madasafish_Customer_Care

Hi Mariacallous,

Please accept my apologies regarding the time that it's taking for this fault to be corrected. I've still got the BT fault open on our side and I've PM'd you with more info.

Kind regards,
Samara

wonderfullife_2

mariacallous wrote:

Thanks for the advice but the speed tester just doesn't work. I've tried it 5 times now and it times out. Maybe it doesn't work with a mac?Just tried it again and still can't get past "checking user details"...

Hi
Okay, try this one and you really do have to keep trying, its usually best to do it at a quiet time.

http://test.speedtester.bt.com/

Also do you know your router stats? What are you syncing at?

mariacallous

They have kindly organised a BT engineer to come and see me on Thursday. Let's hope they turn up this time. I have to say if I had a vacancy in my company and wanted someone to run customer services, I'd look no further than Samara !