Madasafish Questions/answers (merged threads)

goingonholiday_2

Thanks for the response re PHP earlier in the week, one last questions. Does MAAF support migration away i.e. if I decide to move some time after using MAAF will you provide a MAC and if so will you charge for it?

Thanks

Madasafish_Customer_Care

Hi Goingonhoilday,

We've been quite proud of our stance on MACs. We signed the OFCOM volunatary code ages ago and we will give a MAC to any customer who requests one. We do not charge for MACs (nor have we ever). We see them as a basic consumer right.

As of 14 Feb 2007, OFCOM is making it mandatory that all ISPs offer MACs willingly upon request.

Please note that our services are 12 month contracts and if you request a MAC prior to completing the 12 month contract there is a cancellation charge. The cancellation charge reflects the cost that we incurred to get you connected.

So if you're a new provision or migration in from an LLU network the cost is 55 + the cost of any free hardware taken

If you're a regular migration in the cost is 25 plus the cost of any free hardware taken.

Kind regards,
Samara

cheghead

My 12 month contract with Madasafish ends on 15/3/07. Does that mean I cannot get a MAC code before then even thou I pay 1 month in advance otherwise I will incur an early cancellation charge?

danielgodden

I have had problems with my connection speed since I signed up in the Autumn. I posted this problem a couple of months back and received advice on troubleshooting etc and was even called at home, however nothing seemed to work and I was asked to contact my line provider (BT).

However BT have got back to me and have basically said that they can not discuss any matters concerning a non-BT service due to restrictions set by OFCOM, and that Madasafish need to contact BT wholesale on my behalf.

Can you help with me with this problem?

Thanks

mrJ_5

did you try asking them to do a broadband check on your line to see that everything is working properly? I contacted BT on 151 (i think it was) to check the state of my broadband connection when I was with Virgin, as it was intermitant - but the broadband line came back as being fine....

... in the end, the trouble was the router was not holding the connection for some reason, and I ended up getting a brand new router that no one else in the UK had from the companies product development manager... couldn't do much better than that :P

I would have thought BT would still be able to do this for you... though I did do this 4 years agao now...

Madasafish_Customer_Care

Hi Cheghead,

Once you've settled your 12th invoice you will be considered as completing your 12 month contract with us. Judging by the date that you've given that would be sometime in Feb. Would you like for me to review your account and see what kind of deal we can give you in exchange for a new 12 month contract?

Kind regards,
Samara

Madasafish_Customer_Care

Hello Danielgodden,

Would you mind if I had another go on this? I'm sure that you've already sent me this information - but I'd be grateful if you could once more (please). Could you please PM me:

1. Your Madasafish username
2. The make of the router/modem that you're using and what connection method you're using (wireless, ethernet, USB).
3. The operating system of your computer
4. The security software that you're using
5. And could you please just double reconfirm that you're connecting from the master socket?
6. A synopsis of what's going wrong and any error messages that you're getting.

Let's get this corrected!

Kind regards,
Samara

Madasafish_Customer_Care

Hello Danielgodden,

I've managed to locate your account from a previous escalation that I opened.

Please expect a call from my team, we'd like to help get this back on track!

Kind regards,
Samara

daveybuk

cheghead wrote:

My 12 month contract with Madasafish ends on 15/3/07. Does that mean I cannot get a MAC code before then even thou I pay 1 month in advance otherwise I will incur an early cancellation charge?

Whatever you do, make sure you get them to spell out exactly how much it will cost you to change supplier.

I phoned to ask Madasafish how to cancel my contract and I was told that I could move at any time as I'd already made the final advance monthly payment, so that would be the end of things.

On that basis, the same day I ordered a switch over to BtBroadband (I want their free OpenZone minutes now I have a laptop).

This went through a week later. It meant I'd paid up front for 2 weeks of Madasafish service I wouldn't be getting but I wasn't too bothered about that.

However, they have now sent me an invoice for Feb-March. I thought it was a mistake but have been told by their Customer Services that I should have seen this buried in the terms and conditions (when I signed up a year before presumably). They require 28 days notice of cancellation and if there is a charge coming up within that period they will not waive it. If I cancel the direct debit, they say they will pass the bill on to their debt collectors.

So even though I phoned specifically to ask them how to cancel, and even though they made no mention of this charge at that time, Madasafish now expect me to pay for SIX WEEKS of internet provision in which they are providing me absolutely nothing at all.

On that basis, I would avoid this company in future.

Madasafish_Customer_Care

Hi Daveybuk,

We have to pay BT ongoing connection costs for each line that we have the service installed on - which is really the reason that we ask for 28 days notice. If we don't give BT proper notice then we get stung for the costs.

I would like to see how my team dealt with this situation - I'd be grateful if you could please supply me with your Madasafish username.

Thank you!

Kind regards,
Samara