Madasafish Questions/answers (merged threads)

Madasafish_Customer_Care

Hi Stucantalk,

If you PM me your Madasafish username I'll get this corrected for you. Sorry about that! Invoices usually come out a week prior to the payment being due thus payment shouldn't have been taken yet.


Kind regards,
Samara

markintheroost

Samara,

Thanks for your advice. I have just cancelled my agreement - coincidentally today is invoice day! You were right about the 30 days notice. Perhaps I should have asked for a MAC code today which takes them between 5-10 days but I will probably do this on Monday now that I have re-read your comments above. So come the 22nd March I will apply for MAAF account.

Cheers,

Mark

PS Thanks quentin too - I will look at this next week.

Quentin

stucantalk wrote:

Not happy - recieved invoice for March this morning - ................

Following earlier posts in this thread about billing "problems", mainly associated with folk wanting to leave, there is now another irate new customer who has had 2 payments taken from the bank - when complaining to MAAF got told it was the customer's fault.

Told to wait till month end to get a refund of the over payment taken.

A public post again was needed to get swift Samara action:

http://bbs.adslguide.org.uk/showthreaded.php?Cat=&Board=freenetname&Number=2921385&page=0&view=collapsed&sb=5&o=0&fpart=

fluffybird

keep looking before you necessarilygo for madasafish. i took moneysavingexpert's advice on them because the customer care was supposed to be great. in fact although the technical assistance to get you started is good the rest of it is fairly hopeless. The special offer only lasts for the initial year you sign up to, after which they sneak you onto a higher tariff so watch out for that. On top of that when you cancel your notice with the requisite 28 days they sneak in another invoice so you end up with a 2 month notice period. I'm going back to talktalk where at least they're reasonably honest about their mistakes. very disappointed by madasafish and really wouldn't recomend them

Larsony01 wrote:

I am currently taking Martin's advice and switching to madasafish broadband.

They promise speeds of 8Mb a minute, but when I enter my number in their signing-up section, it indicates that my local area (Euston) has an estimated running speed of 2Mb.

Does anyone know if this means I'll be paying for 8Mb but only receiving 2Mb?

Thanks

Madasafish_Customer_Care

Hi Fluffybird,

The moneysaving promotion with the word CHEAPER is £10.99 a month for the first six months followed by £16.99 a month for the remaining six months of contract - then it goes to the normal price of £17.99 a month.

Prior to it going up to the normal price of £17.99 I would highly recommend everyone who is on this offer to contact us via care @ madasafish.com or PM me through this website. We'll always offer you a better deal in exchange for a new 12 month contract.

When you cancel your subscription with us we do ask that you give us 28 days notice. However if you've got another invoice that falls within that period and you've not yet migrated away we will charge you for that invoice. We have to pay BT ongoing for having the broadband on your line and this is to cover our outgoings. If you migrate away prior the invoice then you won't get charged.

If you think you've been charged an invoice in error please do get in touch with me and I can investigate.

Kind regards,
Samara

Quentin

Madasafish_Customer_Care wrote:

When you cancel your subscription with us we do ask that you give us 28 days notice. However if you've got another invoice that falls within that period and you've not yet migrated away we will charge you for that invoice.

This is another interpretation of the contract by MAAF - but there is no mention of this anywhere in the contract.

The subject of cancellation is covered in the contract by:

you or we may terminate this Agreement on giving not less than 28 days notice to the other

So if a customer gives notice, 28 days later the contract ends. No mention of any extra payment if a bill for a new month turns up during that time.

If a MAC only is requested, and no notice given, then that is a different matter, as it is up to the customer whether or not they use the MAC.

However if both notice to quit MAAF is given and a MAC requested, then it seems from the contract that the contract would end 28 days later (or earlier if a MAC gets completed) - the customer obviously having to pay till the end of the notice period.

So where does it come in that customers are treated differently when they ask for a MAC?

MAAF say they don't charge for a MAC, but this procedure seems to be charging via the back door (those who cancel without asking for a MAC don't get charged more than 28 days notice, and those that do ask for a MAC do get charged another full month should a billing period be reached during the 28 day notice period.)

dpatrol

Larsony01 wrote:

Thanks very much for that.

Samara - could you tell me why the advertised price with the promo code is £10.99 for the first six months but I'm on the madasafish signup page now and it's quoted me a sign up of £16.98. I understand how this breaks down, so no need to go into that, but could you explain whether this extra cost will be reflected in future bills etc.?

Something else for your attention Larsony01.....when you get to the end of the 12 month contract term with Madasafish , they will charge you 17.99 a month. Unless you contact them and ask to be put back on the promotional price again (10.99/16.99)

Rjohnmatt

SInce I am on the verge of moving house,I am wondering whether I should be taking out a broadband connection with a contract of a year.

Does anyone know whether I would be able to continue an existing broadband connection once I move houses.
Phoned Aol and Virgin, but no one seems to be sure.
Hope someone from Madasafish will be able to answer my query, if there is no problem with this,Im happy to enroll with Madasafish,since feedback on this forum seems to be good.

Quentin

You can't "continue" an existing connection when you move.

MAAF will provide you with broadband at your new house (provided it has a BT line, and the line is capable of having broadband on it) at a charge, (and continue your existing contract).

There is a FAQ on this on the MAAF site:

What happens to my broadband connection if I move house?

Provided that your new phone line is suitable for broadband, you can move Madasafish with you. If you are still within the first 12 months of contract, there is a £55 installation fee to have your new line enabled for broadband.

You'd avoid this charge if you wait till you move before taking on a broadband contract - maybe you could put up with dial up a bit longer to save this £55 charge.

Gambler

Quentin wrote:

You can't "continue" an existing connection when you move.

MAAF will provide you with broadband at your new house (provided it has a BT line, and the line is capable of having broadband on it) at a charge, (and continue your existing contract).

There is a FAQ on this on the MAAF site:



You'd avoid this charge if you wait till you move before taking on a broadband contract - maybe you could put up with dial up a bit longer to save this £55 charge.

This charge has been waived if you are in your 2nd 12 month contract.