Madasafish Questions/answers (merged threads)

daveybuk

Quentin wrote:

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?



I've now sent details of my situation to Samara as she has offered to investigate (please let me know if you haven't got them, Samara. Thanks).

Hopefully a sensible resolution will be found. However, this has got me thinking about the 28 day notice period. Maths are not my strongest point, but to me this seems very restrictive for the following reason... please correct me if I'm wrong:

In a 31 day month, a customer must cancel on the day of their direct debit payment or within two days ... otherwise they will face an extra charge.

In a 30 day month, they have one day after the payment date - otherwise they face an extra charge.

In February, unless it's a leap year, it is IMPOSSIBLE to cancel without incurring an extra charge as the last day of the notice period will be the next payment collection date.

Therefore any customers who sign up during March are effectively signing a minimum THIRTEEN month contract, as they are unable to cancel during the following February (unless the cancellation process can begin before the 12th payment is made?).

I think when Madasafish provide a MAC code they should always advise customers at that time if an extra charge is still to be made.

Even better, they could provide the date at which a switch-over can be made without the customer having to pay for two service providers at the same time... particularly as one of those companies is no longer providing a service at all.

In some cases, because of the 28 day notice period, a customer will have to wait almost EIGHT WEEKS before they can switch supplier in a cost effective way.

Now, my calculations may be awry... in which case I would be glad to see them corrected here and apologise in advance...

Quentin

As I pointed out, their contract doesn't mention this business of having to pay for another month if your billing date comes along whilst you are "serving" your 28 day notice.

It looks like they are just "trying it on" with you - and presumably catch others out with this, which is NOT mentioned anywhere in their conditions.

Normally someone from Madasafish promptly replies to these sort of queries, and their silence over this particular matter is out of character.

Madasafish_Customer_Care

Normally someone from Madasafish promptly replies to these sort of queries, and their silence over this particular matter is out of character.

Actually Quentin - I'm not really interested in responding to your posts. You've not been very nice to me in the past. My silence doesn't mean anything really except that I'm a bit bored of fighting with you - I think that you would have picked this up considering that I haven't really responded to any of your posts lately.

Kind regards,
Samara

Quentin

I don't know what this is about??? (Our last exchange was around 23/12/06, post no. 662, when we exchanged christmas wishes and you gave me a wink!)

But the point was raised not by me in the first place.

Irrespective of your personal feelings, isn't the matter relevant to this forum, and worthy of an official reply?

you_llneverwalkalone

Madasafish_Customer_Care wrote:

Actually Quentin - I'm not really interested in responding to your posts. You've not been very nice to me in the past. My silence doesn't mean anything really except that I'm a bit bored of fighting with you - I think that you would have picked this up considering that I haven't really responded to any of your posts lately.

Kind regards,
Samara

I think Quentin you,ve touched a nerve with Madasafish because they know you are right!! :rotfl:

Madasafish_Customer_Care

Nice Edit Quentin!

Yes the clause is enforceable (and has been enforced successfully).

Quentin

Where is the clause?? It's not in the contract, or mentioned on your website.

daveybuk

Quentin wrote:

As I pointed out, their contract doesn't mention this business of having to pay for another month if your billing date comes along whilst you are "serving" your 28 day notice.

It looks like they are just "trying it on" with you - and presumably catch others out with this, which is NOT mentioned anywhere in their conditions.

Normally someone from Madasafish promptly replies to these sort of queries, and their silence over this particular matter is out of character.

Interesting to hear your views.

As it happens, I'm not really disputing their terms and conditions. From their view, it may be true that I haven't complied.

However, I think it's wrong not to mention that extra payment very clearly when a customer phones up to cancel - after all, I would then have arranged my switch over for a later date and not ended up paying for an extra four weeks of broadband which they are not supplying (six weeks in total).

That initial call, I think, was misleading and that's why i hope they will overturn the charge and make it clear to customers in future when they wish to cancel.

It's not really about the money as it will hardly break the bank for me (although all those 16.99s added together make a pretty good amount for them, I'd think). It's about the principle of dealing with people in a fair and transparent manner rather than hiding behind a clause buried among the legal jargon.

On all other issues than this, I have found Madasafish to be a good company to deal with, so I hope they will do the 'fair' thing and accept they are at least partly responsible for me incurring the extra costs by giving the wrong advice.

Quentin

From a moneysavers point of view you would agree they oughtn't to try this on.

Apart from there being no mention of this in the contract, their website covers cancellations by saying:

You may cancel anytime you wish following the first 12 months, subject to one month's notice, without penalty.

Even though this is confusing (as according to the contract you can give the notice during the first 12 months so that the contract will end at the completion of the minimum 12 month period), it makes no mention of the extra month payable when the billing date is reached during the notice period.

And the "clause" must be so well "buried" it's turned into coal!!

The_Bloodster

Madasafish_Customer_Care wrote:

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

Hi Samara

1 - Windows XP
2 - AVG Anti Virus and Spyware, plus windows firewall
3 - The rouer is the free one supplied by madasafish Voyager 210 and connected using USB
4 - Got an extension adapter downstairs for my phone. It connects into the phone socket and has a standard phone socket connection and then a wired in lead leading upstairs with another phone socket on the end with the microfilter at the end. Out of one of the sockets it has I have a microfilter for my phone line. The other is a wired connection and leads upstairs. At the end of it I have a microfilter with the modem connected to it and another telephone.

It has been fine since I have had it for 10 months until the last week so I don't think its the way I have it set up. I can try and swop the microfilters around and see if it makes a difference. If it resolves the problem then it will probably be the one upstairs won't it?

Thanks for the help