I've been with Madasafish since they took over Freenetname. Subsequently they effectively became part of Plus Net who in turn are owned by the worst company on the planet i.e. BT. The moment I realised BT were on the scene I knew customer service and all other aspects of Madasafish good reputation would disappear down the filthy toilet that is BT. And so it came to pass the dreadful, hateful entity known as BT wrecked what was once a really good ISP.
Fast forward to the present. My line was 20 mb enabled on the 6th December 2011. Since that day outgoing phone calls cause my ADSL to drop. Of course now being part of BT Madasafish are obliged to be as awkward as they possibly can be and boy have they learn't the BT "jack the customer as much as you possibly can" lesson well. Despite them finally aqgreeing the problem coincided with the enabling of my line they repeatedly asked me to do this then that then this. Finally I was obliged to source another router and of course that too expeienced the same problem! Frankly I am now so sick to death of Madasafish and I will have to calm down for a few days before I arrange for them to organise an engineer to visit my house and sort the problem. Note "visit my house", the problem is at the exchange where funny enough they enabled the line!!!!! So rather than going to where the problem manifested itself they'll inconvenience me when all they actually have to do is visit the effing exchange.
I have now genuinely had enough of Madasafish and will be migrating to ZEN, a move that is long overdue.
I sincerely hope someone from Madasafish reads this honest review and then thrashes it "ticket" support staff who are frankly obtuse. The more people that walk the more it will finally hurt them. Where oh where is that fabled "customer service" certainly not at Madasafish.
Madasafish broadband Reviews
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Madasfish are a disgrace. I have had problems with slow email since August. Set up alternative emails addresses that download instantly, proving that bypassing their servers cures it; i.e it is at their end. Raised many tickets, hours on the phone and phone bill, rebuilt mail box, changed anti virus endlessly...only for them to admit they KNEW they had a problem at THEIR end all along. (I assume they didnt built a new server just for me!) I finally asked for a mac code today; they tried to keep me on by telling me they were "migrating customers to the new server, that should fix it". I ask if I will migrate today,,or in 6 months time. Reply. "cant tell you that, as we do not even have any idea oursleves how long it will take; there is no date set for completion". I tell them ok, just give me the mac code; I am paying for a service I havent had for 4 months. The reason for this review (I do not bother with such things, as life is full of little glitches)" Madasfish then said "We cant do that unless you pay us £40 for the router we sent last April!!l"! A router they sent to me (I dont collect routers) because they had problems back then! . I ask if I should counter sue them fo r£40 fo rthe appallign ampount of time I wasted tryign to fix a problem that hye KNEW was at their end all along. I think they are a complete and utter disgrace; I have always paif their bills on time ever time, for years, and this is their response when you are forced to lok fo ranother provider. Despicable.
This is virtual blackmail. I shall be sure to advise my considerable mailing list to avoid them like the plague. Over to you Madasafish. -
Can Madasafish really charge a £30 disconnection fee despite my contract having run out over a year ago?
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I switched to Madasafish in September 09 after Demon moved their support to India and withdrew from use all their UK HQ phone numbers. MAAF said they'd never move support offshore. I can only get 2Mbps in my location as a maximum and I've had about that from MAAF for several months so have been happy. But two days ago it dropped to 0.13Mbps and it is still awful. Called MAAF support (which used to be great) and got through to India. They made up a load of nonsense about the drop in speed (like "we'll resync your line and it will be back to full speed in 72 hours"). In 24 hours from now they'll have lost another previously happy and loyal customer.
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I've been with Madasafish ever since they took over freenetname.
I've always found the service good with good tech support. In 3 years I can't recall any service down-time. -
I read this comments and most of you people are complaining of the lack of service or thereof. Did any one of you people sit back and realise what a contact centre analyst actually goes trough. Yes it is there job, yes they get paid for it .The end of the day they are human as well . a contact centre agent answers 60 calls on a day. 90 % of these callers are pissed of from the start, screaming out there post codes being unhelpful not wanting to confirm a DPA question, acting totally ignorant when asked simple questions.
Yes I understand that the internet connection maybe down ,but screaming an behaving in a rude manner is not going to resolve the problem. Contact Centre in South Africa and some other countries will provide a much higher level of service then any UK call centre!
That is a proven fact. The reasons are quite simple NO UK person will take the verbal abuse an at the end of it all resolve the problem. Yes as may of guessed I am South African living in the UK , worked in a contact centre for 5 years . So all I am trying to say is treat the guy or girl on the other end of the phone with respect an dignity. You have to speak to ONE so called " Incompetent " Person. They have to speak to 60.
yes I will recommend MAAF anyway. I have put them to the test and they come up first class every time.
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I am pleased to say that Madasafish is the best ISP I have ever come across, their support is world class. Technical Support, you guys rock...I have been with Madasafish for 3 years. When ever I had a problem they were there for me. They explained in the best and most efficient manner possible. I think that they are the best in the world.
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The terrible service from Madasafish is only eclipsed by their utterly hopeless customer service. I wish I had read the reviews before signing up to an 18 month contract. Once you've signed up, they really don't give a damn as long as they get your money. If you want a broadband service, you would be well advised to avoid Madasafish like the plague.
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I have just cancelled Madasafish due to moving home. They have imposed a £25 charge for disconnection that I wasn’t aware of. Their “customer options” number is only open between 9 and 5:30 when most people are at work. I have been a customer of Madasafish and their dial up predecessor for over six years, and been paying way over the odds for the last couple of years but stayed as the service was reliable. Bad mistake. If they had any decent customer service values they would be doing teir uppermost to keep me as a customer and using them in my new property but all they care about is screwing more money out of me now - stay well away.
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Reading the reviews on here has made my mind up for me so thanks for that at least! I've been with Madasafish for 2 years and at the start the service was excellent with no problems. Just recently, my normal 2MB service has nosedived to between 200-300kb. I have 2 computers and a number of other gadgets that use the WLAN and they are all suffering from poor speeds. As mentioned by others, the stock answer from someone in a call centre halfway round the world is to check the phone line, check filters, blah-de-blah..... I'm now off to find a much more competitive product and get my MAC code. Cheers.
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I've been with MAAF for several years - this year my broadband failed and MAAF identified my obsolete router voyager 210 supplied by them as the problem They would only provide another if I paid them £60 or signed up for another year - no chance - I complained and wrote to their HQ in Sheffield but was phoned from South Africa by someone who clearly couldn't help. Why can't we speak to them in Sheffield ?
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I originally signed up with Freenetname on a dial up connection. After several takeovers and upgrades I now have Madasafish Max Broadband. Since it was acquired by BT in 2007 the service has seriously declined. For 8 of the last 12 weeks my downstream rate has been approx 110Kbps on a 8M service. Customer service's standard response to carry out the same basic tests over and over and over
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I have been to MAAF for about 4 years now , and have seen a massive decline in service. Would I renew my contact? No not this time. Much better offers out there and service too.
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Wow - I'm surprised to see the negative feedback here.
I've actually come back to this site to give a POSITIVE review. I have just ended a 12 month contract with Madasafish because I can get it cheaper elsewhere (their sister company TalkPlus) and I have had no problems with efficient service throughout.
My location means the download speed is around 3Mb/s but this is not their fault.
I don't know what they're like with new customers but I can honestly say that they have been a pleasure to be with, particularly when seeing reviews of other providers. Half way through my 12 month contact a competitor came out with a better deal than what i was paying and I complained to MAAF - they asked me what I'd be willing to pay and we settled on £13/month (this was about 8 months ago now). I have to say in spite of the other posts on this site that I would (and have) recommended MAAF to my friends.
PS Don't touch BullGuard (their Internet Security) though. -
I've been with madasafish for while now. They are awful: my email has been blocked, they botched the ISP transfer and their service used to be nonexistent on sundays.
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We had two accounts with Global Internet for many years, a great ISP until it was taken over by Madasafish. Then the speed fell below 1mb and the connection failed every day.
Technical Support showed neither care nor knowledge: merely someone with poor English going through a scripted check list.
Getting MAC keys was obstructed by obtuse ploys and downright lies followed by intrusive sales phone calls.
Within minutes of migrating to new ISPs the speed
increased to 6mb and the connection has remained constant.
Madasafish continue to attempt unauthorised debits, using different names and fake invoices.
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TERRIBLE! I have had endless problems with these cowboys. Their customer support is laughable, and I have still had no luck in closing my accounts despite trying four months ago!!
Do not use this service -
Just about to start my third year with MAAF on a 2Meg connection and in those three years I've not had more than 2 minor problems which were easily rectified.
There is also help available on the Madasafish forum in the excellent Thinkbroadband website from both MAAF users/customers and the Plusnet Comms Team. -
Madasafish are appalling. Originally I was with Globalnet - which was brilliant - before it was taken over by Madasafish. The service has nosedived in the last 6 months - slow speed, noisy line, zero resolution.
I eventually decided to cancel - to find that there was now a £20 cessation charge that it appears was notified by email to a Globalnet email address (not snail mail) supplied when I took out my Globalnet account. When I asked to speak to a Supervisor to discuss not paying this charge it took 2 1/2 weeks for someone to call me back despite repeated calls. My argument was that they could not expect me to monitor an email account that was just a standard supply with Broadband provision - particulary as my Hotmail account had been used in correspondence with them -to no avail. In the end I just paid up to cancel.
As I type I am on the phone to Madasafish to complain the, despite cancelling last month, they have just taken another months rental off me. Again there is no Supervisor available to talk to me.
Do not touch Madasafish.com with a bargepole.
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This really is a rotten fish, I have been with Madasafish for nearly 10 years and am now looking for another ISP, the service provided has nose dived in the last 6 months, I have had my email blocked, internet access disrupted and had my phone line cut off when they said I had gone over my monthly limit when I had actually used 20p of a £30 limit.
Customer services score a big fat zero, I am so fed up, dealing with poorly trained customer "support" staff who have no concept of what the script that they are reading from actually means & have no idea how to help with even the most basic complaint.
This fish stew should be avoided at all costs, it's very surprising how a good ISP can slide, very quickly, to the sludge at the bottom of the ocean. -
I was originally with Globalnet, who were my ISP since 1997, so I have ended up with MAAF and with 11 years, I think I qualify as a long term customer.
I took my broadband with them December 2007 and everything was great, so took my phone line rental with them earlier this year. However since September the service has been terrible, broadband speeds are totally unreliable, (sometimes slower than dial up!!) and this has happened five times since September and are dropping again at this moment. The phone line has been incredibly noisy and now my phone line is down completely, no dial tone and no way to make or receive calls. I find that MAAF has been taken over by BT, and obviously there is something very seriously wrong with the company's inferstructure, as they seem unable to provide the service that I'm paying them for.
I would advise anyone not to use Madasafish -
I have been with madasafish now for three years and I think that they are great!!!
If you ever need to speak to customer services, yes they are in India, but they are always helpful and they know what they are doing.
I WOULD RECOMMEND TO EVERYONE -
I didn't have any problems with madasfish until I tried to cancel my broadband. They continued to charge me past my 28 days notice period because they charge for the whole contract month and don't give pro rata refunds. I was prepared to keep my phone line with them but when they continued to charge me each month for broadband and I had to keep phoning for a refund, I cancelled my phone line with them as well. I have now officially left madasfish but have just received another invoice for broadband and phone. I will be cancelling my DD and contacting my bank for a refund and writing an official complaint to madasfish asking them to stop invoicing me.
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Keep away from these cowboys. The service is terrible!
We have not had any connectivity for the last 6 weeks with 1
exception.
Having spent an hour on the phone to MAAF technical support
(who BTW are hopeless), managed to get a MAC laptop online for
about 2 hours. MAAF had to do something there side due to
"noise on the line".
But we are not MAC users - that's a laptop that we purchased
for use in our offices and not a home. At home, we have tried
two different hi-spec laptop - both using VISTA and neither
connect. Technical Support seem unable to assist. They have
very basically skill sets. I had a guy who spent 2 minutes telling
me how to get the Command window up, reading from a script.
I told him I had the window up but still he went through the
script.
Spoken with Customer Support who immediately referred me
to Technical Support. But... I think enough is enough. I have
demanded that they repay the full 6 weeks back again. -
Very good. I've been with Madasafish for nearly 2 years, usually get 4 - 6 Mbps speed, only had 2-3 short "outages" early on, otherwise extremely reliable connection. The only 2-3 times I've had to contact customer services / tech support, I've had quick and helpful replies. Still good value and very solid broadband - I hope their ownership by BT doesn't change that!
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Customer service is absolute rubbish, my friend has had connection problems for 2 days, they offered no help whatsoever, and said they will inform BT in 48 hours.
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AVOID - THEY ARE RUBISH. I havben't had email for 3 days now. Customner Services are slow to responde. When they do respond, they say there are no problems as the servioce has been "tested". I got the impression the helpdesk had been outsouced offshore - completely useless.
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I was transfered to MAAF withall Freenetname customers. Sppeeds are good, service is fine. Customer services have been prompt in replying to questions by email ... I'm pleased!
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Have recently moved to Madasafish but am disappointed with the speed, am only getting 0.86mb, got 1.8Mb with previous supplier
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Hi there, my partner and I took time to read all the reviews here and eventually went with Madasafish to escape BT after years of suffering a quite expensive service. We are very happy with MAAF, although they did not tell me I gave them a wrong MAC code until I emailed them to enquire why we did not get connected within the time stated. I recommend them fully, even though they have just been bought by BT... I feel like we are being followed round! ;-) Use this code 4279664 and you'll get £15 credit once you sign up. I found everything very easy. Let's hope BT won't wreck this service provider like everything else they touch. Cheerio from Belfast, bHub
