Madasafish Questions/answers (merged threads)

daveybuk

Madasafish_Customer_Care wrote:

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

Thanks for your explanation Samara.

However, regardless of your costs, I think it's unfair to charge for an extra month when no mention/reminder is made of this at the time of cancellation. Obviously, if I'd the 28 day notice period had been made clear to me, I would have arranged my switch-over so that I did not end up paying two providers at the same time.

I have already e-mailed Customer Care after my unsuccessful 'phone
call. However, if you wish to look into this that's great.

I don't really want to post my user name here as it is my full name and e-mail address and I can't see a 'private message' option. Is there an address so that I can mail it to you?

Madasafish_Customer_Care

Hi Daveybuk,

You should be able to PM me by clicking on my username to the left of the screen - this will make a pop up window appear. Then scroll down to the option "send Madasafish Customer Care" a private message.

Otherwise could you please send an email to care@madasafish.com and title the email ATTN: Samara

Thank you!

Kind regards,
Samara

donglefan

Hello Samara
My MAAF broadband was working well with speeds of almost 5k for about two months until a couple of weeks ago when it slowed.
I just tested it and it's 2.4k today.
Your advice welcome as ever.
Kind regards, Dongle

Madasafish_Customer_Care

Hey Donglefan,

I've found your account and your sync rate is still quite high 7392Kbps (this is really good).

I'm assuming that you haven't made any changes to your set up that would effect the service (ie. moving your router to a new socket, etc) and that the speed test wasn't run whilst you were downloading or uploading other information.

Just to check, it's worth looking to see if you have any unfiltered devices on your line - do you have 1 microfilter plugged into every phone socket that is in use?

Could you please post or PM me with the hardware model that you're using to connect and the way that you connect (ie. wirelessly, Ethernet or USB) - and could you please let me know what operating system you're using.

Thank you!

Kind regards,
Samara

Quentin

daveybuk wrote:

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...............................................................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.

It seems a very poor way to deal with a disputed bill.

A reputable company wouldn't just threaten to pass on a dispute to their debt collectors, but hold off taking the payment until the dispute was settled.

Their contract definitely does NOT say you have to give notice to coincide with your billing period, and definitely DOES say you can cancel by phone.

You would expect that this phone call would be binding on both parties, and as it is so important, you would also expect it to be recorded.

This is what it says:

10.1 If you wish to terminate this Agreement you may do so by telephone.

and:

10.4 Unless otherwise specified in this Agreement, either you or we may terminate this Agreement on giving not less than 28 days notice to the other; such notice not to expire before the end of the Minimum Period.

So when you phoned they should have taken that as the start of your 28 day notice, and charged you accordingly - or told you about the condition that you have to pay another full month (though they couldn't as it is not in the contract!).

You could tell them again that this final bill is disputed, and ask them not to take the payment until the dispute is settled.

If they again threaten debt collectors it might be worth taking this to your local trading standards, and definitely stopping the direct debit until the matter is resolved.

If they want to rely on the contract, get them to show you where it says you must always give notice to coincide with your billing period - they'll have a job!

cheghead

My 12 months will be up on 15/3/07 according to an e-mail form Madasafish. bb rental is paid one month in advance according to my invoices. Therefore I should be able to give the 28 days notice before 15/3/07?

Really confused now as to when I can cancel. Probably be safer to give 28 days notice on 15/3/07 and get a mac code at same time and sign up to new service. Even if they transfer in 7 to 10 days at least I'll be sure of going past the 12 months and only paying maaf 1 more month.

Or have I missed something?

The_Bloodster

I've been having awful problems with my broadband over the last week or so and it keeps disconnecting and tonight has been awful. I got a standard email from Madasafish when I queried it but I have had 10 months of perfect service until recently. Maybe the equipment has become faulty after only 10 months.

My speed has been suffering as well recently

2.19Mbps 01/02/2007 01:05:36
0.34Mbps 29/01/2007 21:48:39
0.41Mbps 29/01/2007 21:36:40
2.49Mbps 29/01/2007 21:32:40
0.34Mbps 29/01/2007 21:25:03
0.37Mbps 29/01/2007 21:14:46
0.36Mbps 29/01/2007 21:13:13
1.76Mbps 03/10/2006 00:31:34
1.59Mbps 03/10/2006 00:31:06
1.5Mbps 22/06/2006 20:45:48

Madasafish_Customer_Care

Hi Cheghead,

My best advice if you're in a hurry to migrate is on the last payment date to give us your 28 days notice and ask for a MAC at that time.

Hold onto the MAC until you've got about 10 days left on the service then supply it to your new provider. This way you'll maximise the time that you've paid for with us prior to migrating away.

Kind regards,
Samara

Madasafish_Customer_Care

Hi The_Bloodster,

I'd like to investigate this further - could you please PM me your Madasafish username? Along with the following:

1. Your operating system
2. What security software your running
3. What router you're using (and the connection method, Ethernet, USB, Wireless)
4. And could you please just double check for me that you've got 1 microfilter fitted to every phone socke that's in use?

It's also worth double checking that a microfilter hasn't gone faulty on you. Microfilters can be problematic if you are using a faulty one. Faulty microfilters will impact your speeds and you will get disconnections. 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.

Thank you!

Kind regards,
Samara

Quentin

cheghead wrote:

My 12 months will be up on 15/3/07 according to an e-mail form Madasafish. bb rental is paid one month in advance according to my invoices. Therefore I should be able to give the 28 days notice before 15/3/07?

Really confused now as to when I can cancel. Probably be safer to give 28 days notice on 15/3/07 and get a mac code at same time and sign up to new service. Even if they transfer in 7 to 10 days at least I'll be sure of going past the 12 months and only paying maaf 1 more month.

It's a shame to have to pay them one more month when you want to be rid of them.

Their contract is for a minimum period of just 12 months so why should they get away with this extra month's charge they have tried to put on daveybuk?

Their contract is here:

http://www.madasafish.com/terms-and-conditions/broadband.asp

And currently says nothing about having to pay an extra month if you give in your notice part way through a billing month. So no-one should end up paying 6 weeks as they are trying to get daveybuk to do.

All it says you have to do is give them 28 days notice, and to avoid any penalty for leaving before the minimum 12 months is up, you just need to give them the notice to start 28 days before your 12 months ends.

Take a copy of the contract now in case they put any changes in, give them their 28 days notice to start on 16/2/07 which is 28 days to 15/3/07 and ask for a MAC at the same time.

Keep a note of who takes your instructions (as they want the notice by phone and this seems a vague area where they can deny what was discussed), and dispute hotly any more bills they send.

They don't have a leg to stand on making these extra charges once the 28 days notice is up. Make sure your MAC gets completed before the 28 days are up.