Madasafish Questions/answers (merged threads)

Dr_Wu

yes, similarly the connection speed on the wireless internet connection is given as 24Mbps....even I knew that was too good to be true!

mariacallous

well my speed has been up to 1.32mbps for 2 days now and I'm very pleased.It isn't quite as fast as I'd like but having had 0.2mbps for the best part of the last month,it's a great improvement. I'm certain BT are/were to blame. I'll have to find something else to moan about now!

donglefan

It's my first day of service with maaf.
download speed 1.4
upload 0.4

Please could you say whether it is likely to improve during the ten days of adjustments?

(The estimate for my download on this line was 6mb)

Madasafish_Customer_Care

Hi Donglefan,

The experience throughout the 10 day testing period will really vary from individual to individual - therefore I cannot 100% answer your query. However you should expect fluctuations in your speed and possibly disconnections during those first 10 days.

However - let's ensure that you maximise this testing period! Here's how:

1. Leave your router on as much as possible. Your computer doesn't have to be on, just the router. Routers are always connected to the Internet and the more data that the testing system has to work with, the more 'true' your end speeds will be. If you're using a modem just try and connect to the Internet for a few hours every day.

2. Ensure that you've got your equipment set up properly:
- Connect from the master socket.
- Get every phone socket that is in use fitted with a microfilter

Try to avoid set ups where you're using a long telephone extension cable from your master socket. You can get around this by either using an Ethernet cable in place of the telephone extension or by getting a wireless router.

Please keep us posted with your speeds and after the 10 day period if you're not getting the speeds you expected please PM me your username and I'll do my best to help out!

Kind regards,
Samara

donglefan

Dear Samara
Thank you for the tip about leaving the router on.
I would have switched it off at night if you had not mentioned it, so that was helpful.
One other surprise was that on the maaf website, it's stated that I used 0.2GB of downloading today. This seems rather large as I do a lot of matched betting but no gaming or video or music streaming that take up a lot of usage. I previously had the same usage with ntl and 1gb per month covered it.
Therefore I wondered, could that useage of 0.2gb in a day be connected with the 3-4 speed tests I did, or BT's test period on the connection perhaps?
Kind regards, Dongle

Madasafish_Customer_Care

Hello Donglefan,

Our speed tests downloads a 5Mb file and measures the time that it takes to do so.

It this occured on Tuesday - if you're using a Windows machine and it's set to automatically download updates, this may be an explanation of what happened. Tuesday this week was the Microsoft update day.

I would be more than happy to review this in further detail if you PM me your username.

Kind regards,
Samara

roses

Hi Samara,

I a moving out of my house soon. I called BT today to see if they could transfer my home phone line into my hosuemates phone line but they said they can't do it, the phone line has to be disconnected & she has to call up & get reconnected.

She said this may or may not affect the broadband service. My housemate wants to keep the broadband & a few weeks ago you transferred the account into her name.

Do you know how the BT disconnect process work with broadband? WIll my housemate have to close her broadband account & sign up to you again?

Madasafish_Customer_Care

Hi Roses,

It sounds like that your roommate will have to have the broadband reinstalled on the line. It doesn't make any sense to me why BT strip the Broadband from the line even in instances like this.

Your flatmate should go into the online "My Account" management area and fill out the moving home form. If she's still within the first 12 months of contract there is a £55 connection fee to reinstall the service.

Kind regards,
Samara

roses

That's a pain. She'll probably be better off signing up as a new customer.

I remember reading awhile ago that you were planning on charging a termination fee of £25 for customers who ported over from another provider to leave before 12 months are up. Was this something you ever implemented?

When I moved house 2 years ago, I had a Wanadoo connection. I had the phone line disconnected & reconnected & the broadband stayed up & running. I will tell her to wait until the phone line is reconnected before doing anything.

Madasafish_Customer_Care

Hello Roses,

I guess the best way forward would be to assess your account and see where you are in the contract period - if you're outside of the first 12 months then we do a moving house for free in exchange for a new 12 month contract.

The reason for this in the first 12 months we've already paid BT once to get the connection going and we can't afford to do it twice within a 12 month period.

However if you are still in your first 12 months and you migrated in then the cancellation cost is £25 + the cost of any free hardware taken. If you did migrate in from Wanadoo and used your existing hardware this may be the better option to take.

If you PM me your username I'd be more than happy to fully review your account and assess what the cheapest option is!

Kind regards,
Samara