Madasafish Questions/answers (merged threads)

Madasafish_Customer_Care

Hi Sloughflint,

Let's have a look at all the dates that you've posted:

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?

The first place to start is we would need to look at when your service went live - your first invoice will be the payment that you made when you signed up for our services. If your service was delayed in getting started (ie. problems getting a MAC from your old provider or getting DACs removed from the line). But by the dates that you've given it looks like you were a pretty standard set up and your service must have gone live on 01 April 2006. From your posts, here is how it looks to me:

Please note that I'm going entirely on the dates that have been supplied on this thread. This may not be the 'actual' dates, I'll need to confirm that by reviewing the account.

1rst invoice: 23.03.06 (sign up date/first month's service paid in advance)
2nd invoice: 01.05.06
3rd invoice: 01.06.06
4th invoice: 01.07.06
5th invoice: 01.08.06
6th invoice: 01.09.06
7th invoice: 01.10.06
8th invoice: 01.11.06
9th invoice: 01.12.06
10th invoice: 01.01.07
11th invoice: 01.02.07
12 invoice: 01.03.07 (contract complete)

Thus from the dates that you've provided you will have paid your 12th invoice on 01 March 2007 and if you migrate away prior to 01 April 2007 then you will not incur another charge on the account. Thus for you I would recommend putting in your notice in on your last invoice date get a MAC from us around 12 March and then submitting it to your new provider around 20th March (this would give you 10 days to migrate away without incurring any more subscription charges). Generally it takes about 7 days to migrate in to a service, but make sure that you check that out with your new provider.

I hope that makes sense!

Kind regards,
Samara

Madasafish_Customer_Care

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

That's correct, but if you get in contact with us around the time of your 12th invoice we'll let you know what the best deal is we can do for you in exchange for a new 12 month contract.

Kind regards,
Samara

cheghead

With a very big exception for Samara, maaf customer services is a quite useless. A simple question is never received with a simple answer from them. Namely:
1. on what date did you start your 12 month contract?
2. do you pay invoices 1 month in advance?
3. on what date do you have to give them 28 days notice?
4. when will you get your mac code?
5. and when should you use it to
a) avoid paying an extra month?
b) make sure you don't use it too soon and incurr an early cancellation
charge?

6. Surely they should have all these answers?

Or do they only employ ex-politicians?

sloughflint

Thanks for replying to my post Samara but your reply to Cheghead has confused me again.
You say once the invoice has been settled.... in my case , my 12th invoice will be generated around 25th February to cover 1st to 31st March but this invoice wouldn't be settled until 9th March which is the payment due date.

Madasafish_Customer_Care wrote:

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.

So do I give my 28 day notice on 9th March now then and not the date of last invoice ( ie 25th Feb)as you mentioned to me in no 803?

The_Bloodster

Looks like Madasafish have lost interest in my query!!

The_Bloodster

The_Bloodster wrote:

Looks like Madasafish have lost interest in my query!!

Arrrrgggghhhhhhhhh It is really annoying me - I can feel a switch coming on!! I play games on yahoo but it keeps disconnecting me and its !!!!ing me off (excuse the language)

Quentin

The_Bloodster wrote:

Looks like Madasafish have lost interest in my query!!

I wouldn't take it personally.

Maybe they've all been taken off their normal duties and told to go and search for that "enforceable" clause we learnt about from daveybuk - the one that they spring on anyone leaving to scam another month's payment from them if their billing date arrives during their notice period.

Lets hope that once they report back that it truly is non-existent that their people are told to stop "enforcing" that one for everyone who wants to leave, and not just the likes of MSE members who post about their poor attitude once someone has decided to move on!!

Madasafish_Customer_Care

Hi Sloughflint,

In response to your post:

Thanks for replying to my post Samara but your reply to Cheghead has confused me again.
You say once the invoice has been settled.... in my case , my 12th invoice will be generated around 25th February to cover 1st to 31st March but this invoice wouldn't be settled until 9th March which is the payment due date.

So do I give my 28 day notice on 9th March now then and not the date of last invoice ( ie 25th Feb)as you mentioned to me in no 803?

Your payment date is mandated by the direct debit that's set up with your bank and not to the actual billing date that we go by when we look at your account for the 12th invoice date. For us it's the first of the month that's important to us - even though we don't get payment until the 9th.

I have to apologise because I have made this rather confusing. We're interested in the payment period, so if your payment period runs through the 1rst of the month through the last day of the month - put your 28 day notice in on the 1rst of the month. Provided that the invoice is settled as normal on the 9th you're good to go! I apologise for the confusion that I have caused on this matter.

So to reiterate, the best value for you is to put your 28 day notice in on 01 March and ask for your MAC around that time. Your payment for the service will leave your bank account on the 9th of March as normal. Then if you migrate away prior to your next invoice date on 01 April 2007 then you'll not be billed for another month of service from us. As you've completed your 12 month contract with us there is no early cancellation fee.

As you've provided me with your username I've also left a note on your account with all this information included.

Kind regards,
Samara

Madasafish_Customer_Care

Hi Bloodster,

I sent you a PM yesterday at 11:13 AM to say that I've put two new microfilters in the post for you. I put them in yesterday's post and I would expect for you to get them by the end of the week at the very latest.

Microfilters have been known to become faulty over time.

Could you please use these to replace your existing microfilters?

Could you also confirm that you received my PM okay?

Thanks!

Kind regards,
Samara

Madasafish_Customer_Care

Quentin and Cheghead,

I'm doing my best to help here.


Quentin - please can you PM me your Madasafish username as I am very concerned about the derogatory comments you have made about our service. I will take personal responsibility for investigating all aspects of the service that we bring provide you and review all the notes on your account to ensure that all correspondence that you've received from us has been of the standard that we wish for you to receive. In order for me to start the ball rolling on this please PM me your Madasafish username.


Cheghead - in response to your queries:

1. On what date did you start your 12 month contract?

Your 12 month contract starts on the date that your broadband connection goes live.

2. Do you pay invoices 1 month in advance?

Yes

3. On what date do you have to give them 28 days notice?

You can give your 28 days notice at any time, however to avoid the early termination fee you must do so on or after your 12th invoice date.

4. When will you get your mac code?

To get your MAC please call us on 0844 395 0830. We comply with the OFCOM voluntary code of practice for migrations. We normally supply a MAC within 24 hours, albeit the code of practice states that a MAC must be issued within five days.

5. and when should you use it to
a) avoid paying an extra month?

It takes approximately 7 days for a migration to complete. I generally advise customers to give themselves 10 days to migrate. To maximise your time with us put in your 28 days notice on your last invoice date and ask for a MAC around that time. I would recommend submitting your MAC to your new provider 18 days into your notice period. If you do not migrate away prior to your next invoice date, and you have not specifically requested that we cease your line, then your service will still be live and we will continue billing you.

b) make sure you don't use it too soon and incur an early cancellation
charge?

After you've paid the 12th invoice there is no early termination charge.

Please let me know if you have any further questions. If you would like for me to review your account details so that I can give you the exact dates of when your contract started please feel free to PM me your Madasafish username. I'm here to help and if you require any assistance on your account I'm just a PM away.

Kind regards,

Samara