We were with Madasafish for about 10 years. Initially on dial-up PAYG, then unlimited dial-up, and finally upgraded to broadband. Having my domain name hosted by them for free (originally the service was called FreeNetName) I was reluctant to move ISP. However I was hitting the 5GB included bandwidth too often, and the price had always been a little more than other equivalent services. Hence I did not consider the service to be great value for money.
The support existed, but was hard to get straight answers from. Replies often ignored the question asked. Nor did I like the assumed "the customer must be wrong" attitude, particularly when their technical explanations did not make sense by comparison with trusted expert websites. (And BTW I consider myself a bit of a geek.) In one particular support case, they messed around for ages with different settings and then waiting. I then had to press them to pursue BT, and finally they found ants at the exchange shorting my line and causes my connection speed to drop to 160kbs. I then had to argue to get interleaving removed from the line after they left that on as one of the experiments.
Finally, on leaving I found them unhelpful. Not surprising really, they no longer needed to try and keep me. The support ticket had about 5 different account termination dates. And after I had confirmation of account termination, I was then asked to request account termination. I also got some worrying emails abut change of invoice date. At no point could then categorically confirm I was not going to get any additional charges, instead they used a code "we've moved your next invoice date to XX/XX/XX", the date after account termination. So I quickly cancelled the direct debit payment. When I suggested I was due for a refund for part of the month after account termination, they simply evaded the question and refused to answer at all on the ticket. So I promised them an on-line review here!
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