We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
The Forum now has a brand new text editor, adding a bunch of handy features to use when creating posts. Read more in our how-to guide
Madasafish - watch out when migrating from them
ucjtckc
Posts: 52 Forumite
For those of you thinking of migrating from Madasafish just a quick warning that they seem not to treat asking for a MAC code as notice of cancellation...
I requested mine at the beginning of April and despite repeated reminders was only given one over the phone at the third time of asking on the 11th of April. I migrated to Eclipse and started using their service on 2nd May. Madasafish have since billed me for 1 months service from 3rd of May to 2nd June - no problem I thought I'll just ring up and get them to refund me as their billing systems probably just haven't caught up with the fact that I'm no longer with them. After some rubbish about having only paid 11 months worth of invoices and the new bill being my 12th month final bill as per my agreement I set them straight that according to their T&Cs it was 12 months in time from the commencement date that I was in fact committed to paying. Having been witht hem for 14 months they didn't have a leg to stand on. Having been passed on to the supervisor she agreed that I was correct but stated that I still need to give 28 notice to cancel and she would do me a favour by treating the request for a MAC code as my initial notice date. Ignoring the lost requests for a MAC code at the beginning of April this would mean that I was liable till the 9th May and I begrudgingly accepted that I should pay till then. Unbelieveably they said that they would not pro-rata the charge and I would have to pay for the whole month :mad:
Knowing I wasn't getting anywhere I logged a complaint with ISPA and to Madasafish's 'credit' they emailed back the same day saying that as a goodwill gesture they would refund the pro-rata amount to my card.
The moral of the story? Ask for a MAC code, make it clear that you are intending to leave and ask your new provider to schedule a start day on the 28th day after you actually get the code from them. To make sure they can't sting you for a full month make sure you time the swapover at the end of your current billing period.
It's a shame really, I really rated Madasafish and their customer service until now.
I requested mine at the beginning of April and despite repeated reminders was only given one over the phone at the third time of asking on the 11th of April. I migrated to Eclipse and started using their service on 2nd May. Madasafish have since billed me for 1 months service from 3rd of May to 2nd June - no problem I thought I'll just ring up and get them to refund me as their billing systems probably just haven't caught up with the fact that I'm no longer with them. After some rubbish about having only paid 11 months worth of invoices and the new bill being my 12th month final bill as per my agreement I set them straight that according to their T&Cs it was 12 months in time from the commencement date that I was in fact committed to paying. Having been witht hem for 14 months they didn't have a leg to stand on. Having been passed on to the supervisor she agreed that I was correct but stated that I still need to give 28 notice to cancel and she would do me a favour by treating the request for a MAC code as my initial notice date. Ignoring the lost requests for a MAC code at the beginning of April this would mean that I was liable till the 9th May and I begrudgingly accepted that I should pay till then. Unbelieveably they said that they would not pro-rata the charge and I would have to pay for the whole month :mad:
Knowing I wasn't getting anywhere I logged a complaint with ISPA and to Madasafish's 'credit' they emailed back the same day saying that as a goodwill gesture they would refund the pro-rata amount to my card.
The moral of the story? Ask for a MAC code, make it clear that you are intending to leave and ask your new provider to schedule a start day on the 28th day after you actually get the code from them. To make sure they can't sting you for a full month make sure you time the swapover at the end of your current billing period.
It's a shame really, I really rated Madasafish and their customer service until now.
0
Comments
-
Agreed.
You can have a minimum twelve month contract, but not if you want a MAC code. If you want a MAC code you need to pay for at least 13 months as they refused to issue me with a MAC code until my year was up, and then told me I would have to pay the next month in full, not pro ratad.
Therefore, most people ought to cost their deal on the price of the average over 13 months not 12. However, with lots of people probably leaving soon for talktalk then the MAC code will not be such an issue.
I am waiting to transfer but I have clearly given them my notice, they would not give me my MAC code without 30 days notice.
Remember if you do have this experience before you leave visit:
http://www.adslguide.org.uk/tools/speedtest.asp
And rate their customer service.0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 353.6K Banking & Borrowing
- 254.2K Reduce Debt & Boost Income
- 455.1K Spending & Discounts
- 246.7K Work, Benefits & Business
- 603.2K Mortgages, Homes & Bills
- 178.1K Life & Family
- 260.8K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 37.7K Read-Only Boards