Migrating from ADSL to cable broadband - contractual loophole problem

banana_hammock_2

Hi there,

1st entry to this site, so be nice : )

I've recently migrated from ADSL broadband (madasafish) to cable broadband (virgin).

To sort out the closing the asdl account I telephoned Madasafish and told them to give me my MAC code and to cancel my account after the 28 day notice period i was required to give them expired.

I know that you don't need a mac code to migrate from ASDL to Cable, but this what they insist that you do on their website, so I followed their instructions and looked forward to not getting overcharged for going over the download limits with my new service with Virgin.

They then emailed me the mac code and I had my bt landline deactivated in my flat, and got virgin to install both telephone and cable internet services, and all was well with the world, my new internet connection was now a flying machine.

I am now getting red letters from madasafish saying that although i asked them to close my account, because I didn't use my mac code, my account is still open and i owe them 2 months charges for a service I don't actually have a landline to use.

I've always had somewhat erratic customer service from Madasafish, but this is now getting a bit silly.

I've written them a letter to tell them that i've cancelled my direct debit and that as far as i am concerned the account was closed 2 months ago, but they are insisting this isn't the case.

Any advice learned readers?

Thanks

P.

djohn2002uk

Go to this thread and post your problem there. Samara from Madasafish customer services will soon sort it for you.
http://forums.moneysavingexpert.com/showthread.html?t=174289&page=32

mrJ_5

you can't migrate from adsl to cable

[EDIT: looks like I skimmed over this in the OP - it was late afterall]

Woby_Tide

mrJ wrote: »

you can't migrate from adsl to cable

stop being pedantic

mrJ_5

you can't migrate from adsl broadband to cable as they run off of different systems .... this is why virgin never used the MAC to cancel madasafish - they'd only use it in non-cable areas.... MAC's trigger some sort of message to the old ISP so they know to cancel your account, but since it was not used, and you requested the MAC - the old ISP doesn't know what you have done, and assumes you haven't used it and want to stay.

as a rule of thumb, once the new ISP connection is live (regardless of if it is an ADSl to ADSl migration, or you switching to/from cable) - you should make sure whoever you were with has closed your account .... one little phone call can stop a load of hastle

Woby_Tide

have you read the original post? they explain why they obtained a MAC code as it was what madasafish advised them to do at the same time as giving them notice that they would be cancelling and moving to cable broadband?

mrJ_5

i have read it actually

requesting a MAC and completely cancelling are two different things - if you request a MAC the account will not close until it is used, and is only valid for 30 days after being generated. If the MAC is not used, the account stays open as the user may have changed their mind. If it is used, the ISP's system will automatically close the account.

If a MAC is being requested, then the account is obviously being cancelled - but if this is what was requested, it was provided. The 28 day notice (I would imagine) applies to the billing date - ie. if the next sub was due in 27 days, you will pay for that extra day.

The trouble is with Virgin Media - they do both ADSL and cable, so perhaps MAAF assumed ADSL if cable was not clearly mentioned.

Regardless, of whether migration occurred or not - it is always best to make sure that the old company closed your account, after a switch has been made. A quick 5 minute call can save hours on the phone . . .

. . . either way the OP needs to contact MAAF tell them that they should not owe anything because they were ill advised, that, and MAAF aren't paying BT Wholesale anything since the BT line was disconnected, and thus BT Wholesale shouldn't be charging MAAF any fees. If in doubt, they should listen to the recording (I would imagine they make recordings). The alternative is to PM the rep on this board - maybe she can help

banana_hammock_2

Thanks for your replies.

According to Ofcom, my previous supplier - Madasafish - can quite easily see that they have not been supplying a service to me, more so as I don't even have a BT line any more.

I've been advised by a third party to ask to speak to a manager, explaining the situation and offering to provide them with proof that I no longer have a BT landline - thus making it impossible for Madasafish to have provided me with any broadband service for the last 2 months.

I take on board what you're saying Mr.J, and thanks for the advice.

I do find it frustratingly long winded after explicitly telling them to stop the service, granting them the contractual notice period, and agreeing a final payment date - only to be stonewalled with Madasafish's reality impaired slant on things.

Oh the woes....