Madasafish Questions/answers (merged threads)

matte1985

Hi Samara,

I am currently 4 months into my contract, though thinking of transfering to the MAX PLUS service as I am regularly exceeding the 5gb limit.

We are students however so already we have taken the package for 12 months, though will only be here until the summer. A few questions if you could help

1. Would upgrading our pack re-start a 12 month contract as we only require the service for 5 more months??

2. Also is there a fee to cancel before 12 months, or do we just pay remaining 2 months service charges??

3. If we must continue to pay until the 12 month will it be affected if we have suspended our BT line at the end of the tennancy, though the broadband service is still being charged for the remaining 2 months??

Thanks
Matt

Madasafish_Customer_Care

Hi sid1,

I'm happy to have a look at your account to see what the best is that we can offer you in exchange for a new 12 month contract. Could you please PM me your username?

Kind regards,
Samara

Madasafish_Customer_Care

Hi Matte1985,

I'll do my best to answer your questions:

We are students however so already we have taken the package for 12 months, though will only be here until the summer. A few questions if you could help

1. Would upgrading our pack re-start a 12 month contract as we only require the service for 5 more months??

No additional time will be added onto your contract if you switch your subscription from MAX to MAX Plus. There are also no crazy admin fees for doing this either. I'm happy to help sort this upgrade out for you if you decide to do this. Please PM me your username if so.

2. Also is there a fee to cancel before 12 months, or do we just pay remaining 2 months service charges??

Yes - there is a cancellation fee if you quit prior to completing the 12 month contract. The cancellation fee formula is cost of the connection + cost of any free hardware taken.

To illustrate, a new provision (ie. no broadband on the line prior) would be 55 pounds (connection) + 39.99 (hardware.

If you were a migration in (non LLU) then it would be 25 pounds for the cost of connection.

If paying the remainder of the contract is less expensive, then we are more than happy to accept the remaining subscription fees outstanding and waive the cancellation costs.

3. If we must continue to pay until the 12 month will it be affected if we have suspended our BT line at the end of the tennancy, though the broadband service is still being charged for the remaining 2 months??

I'm a little unclear on this question - But if you do suspend your line service or cancel it, then the broadband will not be active on your line either.

Kind regards,
Samara

ellasmommy

Hi all, a newbie here, just have a query.

As soon as it turns midnight, my internet goes off and wont work!

When i say it wont work, the internet and dsl lights on my modem go off and thats it until the next day when it comes on no problem!

Does anyone know what this could be?

Quentin

This is a regular problem with madasafish, which Samara will want to look into.

It's known as Computer Intolerance Nightime Diversion Error Rationalisation Evaluation Latitude Loginisation Affect (also known by the madasafish tech dept as the cinderella syndrome of course).

You need to be switched off and in bed by midnight and you never suffer from it.

Madasafish_Customer_Care

Hi Ellasmommy,

I'm more than happy to investigate this for you.

Could you please PM me your Madasafish username along with your Operating System, the name of the security software you use, and your router model. Also can you please have a quick think if you've got any electrical system in your home on a timer that goes off/on around the time that you experience the connection problem?

Thank you

Kind regards,
Samara

ellasmommy

Have pm'd you.

Many thanks

you_llneverwalkalone

Quentin wrote:

It doesn't make sense to charge so much for year 2, when they don't have to pay for the connection, the "free" hardware, the £30 they pay out in referral commission (if you use a referral code), the free domain, etc.

When you take all that into account against what they charge during year 1, then there must be scope for them to charge less in year 2 (as all those start up costs they have aren't repeated).

In fact once they've set you up you probably don't need any more help from them either so the accounts from year 2 on should be just cash cows!

Phone and ask for a MAC and see if they offer you a "bribe" to stay another year.

I totally agree with this post....

I have been with Madasafish for 2 years and my contract comes to an end next month...I emailed customer services and all they offered me was the SAME price as last year with many examples on advising me not to move...

I sorry but there are cheaper ISP's around at the moment and i shall be moving if that is all they can offer me after 2 years with them!! :mad:

Anthony74

Hi Samara

Received my Router today. Could you tell me why there is two options to connect i.e USB and the ethernet cables

Anthony

Madasafish_Customer_Care

Hello Anthony74,

On the free Voyager 210 router there are two options to connection, via USB or via Ethernet.

If you're using an Apple Mac, always go with the Ethernet option. With a PC you can use either, however I always recommend the Ethernet over the USB if that option is open to you.

Kind regards,
Samara