Madasafish Questions/answers (merged threads)

gerkin

I have been with Madasafish for a year and half now. The connection is fairly stable with connection drops once in a while.( Once a month ). Their web based customer service is pretty good but sometimes its a laugh. I think its outsourced to India and if you send a technical enquiry the person at the other end will not have a clue and sends back a reply which is basically a copy and paste of some standard help text. I just wish they would do something about slow speeds. As they advertise you will never get 8 MBPS. around 1 MBPS if you are lucky. I regret opting for the upgrade from 2 MBPS to 8 MBPS. Since then its been slower than what it was before.

Madasafish_Customer_Care

Hi Gerkin,

I'm more than happy to look into this for you; try to improve your speeds and review the correspondence that you've been sent.

Could you please PM me your Madasafish username? You can PM me by clicking on my username and then scrolling down to 'send a PM' option.

Kind regards,
Samara

mariacallous

wonderfullife wrote:

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?

System Error Image not loaded

'The system is currently busy. Please try again shortly, however if this problem persists, raise the issue with your service provider'

This is all I ever get, be it 1 a.m,. 6 a.m., 12 p.m., 5 p.m., 10 p.m.

My engineer has finally been. He changed wires, changed the socket, gets speed of almost 3mbps on his laptop connected to BT. I get 0.2mbps on my connection. I took all my equipment next door, including computer, router and all wiring, attached it to their broadband and get 2.3mbps.So it isn't my computer: isn't my router: isn't my cables: isn't my BT socket: isn't my micro filter.

Madasafish Technical Support sent me an e-mail asking me to contact them while the engineer was here. 16 minutes of waiting and listening to Frank Sinatra (and paying for the pleasure) and the engineer had to leave so I'm back to square one. Lots of promises, still no end result.

Madasafish_Customer_Care

Hi Mariacallous,

Check your PMs, I have a good update for you!

Kind regards,
Samara

mariacallous

Madasafish_Customer_Care wrote:

Hi Mariacallous,

Check your PMs, I have a good update for you!

Kind regards,
Samara

That update is exactly the same as I got 4 weeks ago.
Thanks but all I can see is the same advice and the same promises from 4 weeks ago. I'm also running at the same slow speed as 4 weeks ago. Coincidence eh?

Madasafish_Customer_Care

Hi Mariacallous,

With the new master socket fitted today and improved Sync speeds resulting - your throughput rate should also improve in 3 to 4 days. I'll be shocked if it doesn't.

Kind regards,
Samara

mariacallous

Madasafish_Customer_Care wrote:

Hi Mariacallous,

With the new master socket fitted today and improved Sync speeds resulting - your throughput rate should also improve in 3 to 4 days. I'll be shocked if it doesn't.

Kind regards,
Samara

This is what you told me on the 25th of October and it never happened.I need to start seeing results, not promises that don't get fulfilled.

From : Madasafish Customer Care

To :
Date : 2006-10-25 09:40

Title : Brief Update

Just a quick update:

Your sync rate has improved from 160K and now it appears that you're syncing at 1600K, which means that you should see an improvement in your end speed once your line adjusts itself. We expect for you to experience the increase in speeds in the next day or so.

I'll keep an eye on your speeds to watch for an improvement!

Kind regards,

Samara

espresso

As your sync rate has now improved (as of today) you will need to wait for your line to re-train, to get the maximum sustainable speed from your line.

mariacallous

espresso wrote:

As your sync rate has now improved (as of today) you will need to wait for your line to re-train, to get the maximum sustainable speed from your line.

That's all very well but I was told exactly the same thing 2 weeks ago. I just go round in circles and trying to contact madasafish is a real let down. Whilst Samara on here is very helpful and does try very hard to sort problems out, I'm still left with a company/call centre that doesn't answer a phone within 15 minutes, has some technical support operators who I can't understand unless they speak very slowly and I'm still at the same stage as I was 4 weeks ago,speed less than 0.2mbps..I wasted 40 minutes of my time (and the cost of the call) to someone today who could barely speak any English.I was having to spell words out for them.

Oh and to cap it all, my line has gone even slower in the last few hours. Having raised itself to 0.2 mbps, it's just lost another 25%.
Just now:

Downstream Upstream
SNR Margin 21.1 18.0 dB
Line Attenuation 59.8 31.5 dB
Errored Seconds 0 0
Loss of Signal 0 0
Loss of Frame 0 0
CRC Errors 0 0
Data Rate 480 448 kbps
Latency INTERLEAVED INTERLEAVED

My data rate was 1696 a fortnight ago, now it's 480.So just how has this improved? data rate dropping from 1700 to 480 is an improvement?

Dr_Wu

Hate to rub it for all those who are complaining of slow MAAF connection speeds but I too was promised 'up to 8Mbps' and for some strange reason have been sitting at a constant 12 Mbps for over two months now!

....I've probably got everyone else's bandwidth!!