Madasafish Questions/answers (merged threads)

KemlynBovrilDrinker

My MAAF account is getting painful now during evenings and weekends. My speed test as follows:



Customer Care can you help? WIll PM my username.

Madasafish_Customer_Care

Hi KemlynBovrilDrinker,

I've got your PM and I'm more than happy to help! I'll work on this first thing when I'm back in the office on Monday.

In the meantime, could you please confirm the following:

1. You have a microfilter fitted to every phone socket that is in use in your home (including Sky TV boxes and FAX Machines). If you do could you please help me test to see if you've got a faulty one? Faulty ones will wreck havoc! To check your microfilters to see if you’ve got a faulty one, unplug everything from all phone sockets in the house, test each filter from the test port from within your master socket by connecting to the Internet. If you get a substantially lower sync using one of the filters you’ve found your faulty one and it will need to be replaced.

2. You are connecting via the master socket and you don't have any long telephone extension cables running between the microfilter that's plugged into the master socket and the router. It's okay to have a long ethernet cable but not okay to have a long telephone extension cable!

3. Could you please also PM me the operating system that you're using and the router model?

4. Also, if you've not already - could you please run some speed tests for me in "My Account"? This will be very helpful for me to have to review tomorrow. If you could run them at a few different times during the day, that would be fantastic.

Thank you!

Have a great weekend and I'll PM you tomorrow!

Kind regards,
Samara

donglefan

Hi Samara, I've been connected for ten days, with ever-improving speeds, though not up to the 6mb predicted.
I'm not complaining but wonder if the speed is likely to continue to improve after the ten day BT checks as it would be splendid to have it working a third as fast again.
Here is my speedtest:

Madasafish_Customer_Care

Hi Donglefan,

I've still got your username in my PMs from your usage query. On Monday I'll get someone from my tech team to have a look at the line stats that you're getting to see if there is any wiggle room for improvement.

Just double,triple checking - you're connected to the master socket, microfilters fitted to every phone socket in use, no telephone extension cables, ect....

Have a good weekend!

Kind regards,
Samara

donglefan

Hi Samara
Thank you again for your wonderful CS.
I'm using a Netgear wireless router - the man in PC World said was the best for 8mb BT-based service and it has been very straightforward to set up without any problems. There are adjustment options with it, but I have not touched them.
This router is plugged into my only BT socket, using the supplied filter.

Madasafish_Customer_Care

Hi Donglefan,

Thanks for that information - I'll get cracking on this first thing tomorrow morning.

Kind regards,
Samara

roses

I have gone over my 5gb limit this month. How much is the extra charge per gb? I can't seem to find this info on the website.

Quentin

From their site:

Additional usage above your included allowance will be charged at £2 per GB (or part thereof). Additional usage accrued in a month will be added to your next invoice. The maximum amount that you could be billed in any one month is £99.99.

I guess when they say "or part thereof" it means they won't rollover anything left unused which you had to pay extra for till the next month.

roses

Thanks, I couldn't see that!

Seems a bit bizarre that the max is £99.99 when the 20gb is only £26 per month & my usage this month is 6gb!

Madasafish_Customer_Care

Hi Roses,

If you're always going over the 5GB mark, you can always switch to the 20GB package. There is no further contractual time added to your contract for this or crazy admin fees. Your base subscription rate will change to match the prices advertised on our website.

All details of our usage allowance is available here.

The £99 is the maximum threshold for additional usage charges. We do have a 50GB package called MAX Premier and to put this charge in perspective you would be doing at least 85GB on that package (or 35GB over the 50GB usage allowance) to hit that amount. Considering that the majority of our customers do not exceed 3GB in a given month that threshold is not often hit.

Kind regards,
Samara