Madasafish Phone Line Woes......

frugallass

Samara has very kindly helped me out with the following problem, but there is only so much she can do......

My parents moved house on Saturday 1st March, they gave MAAF 3 weeks notice to move their number to the new property and paid the relevant fee of £40+ on their credit card. On Saturday 1st March the line was still active at the previous address and not active at the new address.

My dad, feeling very stressed out anyway, phoned MAAF and was advised that:-

1. There was no record of him moving house (they took the fee though)
2. He would have to pay £100+ for a new line to the property

He lost his temper at this point and demanded to speak to a supervisor or line manager and no matter which operator he spoke to, and no matter what department they worked in, their line managers or supervisors were not available (very strange!)

On Monday he was credited with three months of service and was told that someone called Rohan was personally dealing with his account - I don't think he has heard a peep out of Rohan all week.

Shanelle Govenden has not responded to any contact either.

I became involved with this because my dad is away all week, leaving mum stranded in an isolated area with no connection to the outside world, never mind the fact that she needs to contact lawyers, contractors, family etc. She does have a mobile but because of the area they are in the reception is pretty poor (and expensive).

Have now been informed that the telephone line will not active until 19th March. BT have informed me that it isn't their problem and MAAF have informed me that it's a BT problem.

I'm curious as to why it takes MAAF almost 3 weeks to transfer a phone number from one house to another (about a mile or so away).

jhp

Was their a working line at the new address,had the address had BT service before.

Are you aware MAFF rely on BT Openreach to provide service,they dont have their own installation team.

frugallass

Hi jhp, there is a line and telephone extensions in the new property but as far as I am aware they are not active/connected.

I wasn't aware that BT Openreach do all the MAAF installation stuff - so does that mean that BT may be responsible even though the Assistant to the Chairman and Chief Executive told me that.......

"BT retail cannot assist with this problem as we are not the service provider"

I'm feeling quite dizzy !!

normanmark

frugallass wrote: »

I wasn't aware that BT Openreach do all the MAAF installation stuff - so does that mean that BT may be responsible even though the Assistant to the Chairman and Chief Executive told me that.......

"BT retail cannot assist with this problem as we are not the service provider"

I'm feeling quite dizzy !!

MAAF pay Openreach to carry out the work. Your contact should only be with MAAF as thats who you're paying the money to. They will chase any BT dept to get the issue resolved.

Obviously if you call BT Retail they wont be able to help you as quite rightly you're not their customer & contacting Openreach wont help you as MAAF is their customer not yourself.

Best bet is to keep in touch with MAAF and escalate this as high as you can with them

Quentin

All seems semantics.

Isn't madasafish just a trading name of BT who own them?

frugallass

Now that's where the problem starts because MAAF operators (no offence Samara) are about as useful as a chocolate fireguard - and they refuse to give any details of seniors or managers. Their lack of communication skills, and understanding of anything other than what is on their PC screens is terrible.

I realise that ultimately I have no authority to contact BT direct but to be honest I have had more communication from them than MAAF and they are at least responding to my emails.

Can anybody please provide me with a contact email (by PM) for someone of authority within MAAF?

jhp

As Normanmark says its up to MAFF to sort out things with BT Openreach on your behalf .

As their is not an existing working line in the property and engineering work is required the £100 installation fee is probaly correct.

Were you aware MAFF are now owned by BT.:D

If you still get nowhere with MAFF you could therefore E-Mail the BT CEO
[EMAIL="ben.verwaayen&#64;bt.com"]ben.verwaayen<at>bt.com[/EMAIL]

frugallass

jhp - there ARE lines/extensions at the new place - they just need switching to the new number, therefore they are not liable for the £100+

BT have contacted me (including ben verwaayen) and basically have said that there is nothing they can do to help and that I should contact the ISP direct

I just need some names of senior managers at MAAF now.....anybody???

Quentin

Sameer is worth trying.

frugallass

who is he?

hammy_the_hammer

frugallass wrote: »

jhp - there ARE lines/extensions at the new place - they just need switching to the new number, therefore they are not liable for the £100+

to the best of my knowledge the fact that you need work doing on the line means you are liable for the £100.