Madasafish Questions/answers (merged threads)

sloughflint

Ok, you've got me looking into this now.
Am looking back through all my invoices. Are yours the same as mine? Some state the "invoice covers the first month after connection" ( strangely you would think this would be just the first invoice) and others state the first of the month to the last day of that particular month.
I haven't though this one fully through yet but doesn't the calendar month issue also have an impact on when to cancel depending at what point your service started with Maaf?

sloughflint

Quentin wrote:

Doesn't it go up to £17.99 from month 13 onwards? The £1 off cheaper deal is only for the first 12 months.

I'm not so sure about this, Quentin.
I thought the deal was £10.99 for first 6 months and £16.99 thereafter if using CHEAPER otherwise £11.99/£17.99 for non MSE'ers.

Quentin

No,"cheaper" code is definitely £1 off for just the first 12 months.

Madasafish_Customer_Care wrote:

When you enter the promotion code 'cheaper' during sign up, you get the first six months for £10.99 a month and then the following six months for £16.99 a month.

(It is a generally available offer - not an MSE special - MAAF advertise it on their "own" forum, accessed from their website - though this is actually a forum on thinkbroadband, which used to be adslguide.)

Quentin

sloughflint wrote:

Ok, you've got me looking into this now.
Am looking back through all my invoices. Are yours the same as mine? Some state the "invoice covers the first month after connection" ( strangely you would think this would be just the first invoice) and others state the first of the month to the last day of that particular month.

This is strange.

I had similar problems with invoices wrongly saying it was for the first month after connection, queried it and got this reply:

I would like to inform you that we are currently experiencing difficulties with our billing system therefore the error on your invoice stating that the invoice covers the first month of your broadband service after installation.

Please do accept my sincere apologies as we are aware of the billing error.

I asked for a corrected invoice and got this:

As the invoices are automatically generated by our system, I will not be able to send you a copy of the amended invoice. However, I can confirm that it was an error at our end and we will look into resolving the issue so that the error does not appear on your next invoice as well.

Just hopeless! (Needless to say future invoices have from time to time been similarly wrongly worded)

I thought it was only happening to me - but now you report it it makes you wonder why they can't solve such an elementary matter - or is it done on purpose to confuse when you are looking for the correct date to tender your notice?

(Normally one shouldn't even pay an invoice that is incorrectly written! Any business being told their invoice was wrong would happily want to correct the matter - if necessary doing a "hand written" individual invoice to replace the bad one, but this seemed to much for them to consider.)

sloughflint

Quentin wrote:

No,"cheaper" code is definitely £1 off for just the first 12 months.



(It is a generally available offer - not an MSE special - MAAF advertise it on their "own" forum, accessed from their website - though this is actually a forum on thinkbroadband, which used to be adslguide.)

I definitely won't be remaining loyal then!!!

sloughflint

Madasafish_Customer_Care wrote:

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

Maybe my brain is over fuddled with a stinker of a cold but this just doesn't make sense to me.
Can we use my situation as an example for people looking to leave and wishing to minimise cost Samara?
MAC code given 23/03/06
Migration successful 30/03/06

First invoice dated 23/03/06 covering one month BB ( I am assuming here 30/3 to 30/4)and delivery for equipment.
Next invoice dated 25/04/06 covering 1/05/06 to 31/05/06 payable on 09/05/06.
Next three invoices missing ( emails not received but have found log on MAAF website)
All other invoices received ok continuing the pattern ie dated around 25th of month covering the following calendar month and payable on the 9th of that particular calendar month.


So what do I do? in your post to Cheghead you talk about payment date before giving the 28 day notice. So in my case you would be suggesting 9th March= the payment date for invoice generated 25th Feb?

cheghead

<I definitely won't be remaining loyal then!!!>

Forget loyalty this is all about saving money! ;o)

sloughflint

cheghead wrote:

Asked the question when should I give the 28 days notice. Just got an e-mail which included this:

<Thank you for contacting Madasafish Customer Services.

You will have to call us only once your twelve months are up therefore you can call us after your 12th invoice on the 15/03/07 or on the same day to avoid paying a 13th invoice.

When you do call in we will generate a Mac key for you which you will receive within 24hrs and you have to use the Mac key within 30days before it expires.>

Does it make sense?

No it doesn't make sense. This contradicts what was put in post 760.
Does one call on 12th invoice date or the payment date on that invoice?

Madasafish_Customer_Care

Hey Cheghead,

I haven't thoroughly gone through all the posts on this subject, but I just came across this:

But surely if I am paying a month in advance (ie: my last day of 12 months is 13/03/07 and my invoice paid on the 13/02/07 covers up to that date) I should be able to give 28 days notice before the 13/03/07?

According to the e-mail I got from maff they say I have to call them on the 13/03/07 to give notice and then they would issue a mac code. I will then be charged another months payment on 13/03/07 which takes me up to 13/04/07 as the migration will take around 1 or 2 weeks. So this is a 13 month contract!

There is something clearly very wrong here and I would like to investigate. If those dates are correct then someone in my team is giving bad advice and I'm really sorry. Could you please give me the opportunity to sort this out?

It is a 12 month contract. After you've settled your 12th month contract (edit: this should have said 'invoice') you can leave without any penalty and if you migrate away prior to the 13th invoice then you'll not be charged.

I'm sure that you've PM'd me your Madasafish username in the past and I apologise for having to ask for it again, but could you please send it my way and I'll get this sorted out for you?

Thank you

Kind regards,
Samara

Madasafish_Customer_Care

Hey Fiddiweb,

I'd be more than happy to have a review of your account and let you know when your 12th invoice occurs. It can be a bit confusing to know which invoice you're on - you're billed for your first month of service when you sign up, but then you don't start your billing period until after your services go live. For most people this is about a weeks difference, however if it took a while to get a MAC from your old provider or we had to remove DACs from your line....

When we apply for a MAC for you it generally takes a few hours for it to be generated (BT do it for us). So you won't get it right away when you call in. However our system is set up so that the minute that we get the MAC back from BT it kicks off an automated email to you with the MAC enclosed. This way you don't have to worry about transcribing it over the phone.

Kind regards,
Samara