After the last three months with Madasafish (having been a customer since it was previously Totalise), all I want to say is aaaaaaaaaaaaaaaaarrrrrrrrrrrrrgggggggggggggggggghhhhhhhhhhhhhhhhhh :crap:
Back in June my speed started deteriorating until it eventually reached roughly 2 x dial up.
Having been suckered by multiple attempts to suggest that the issue was anything but the quality of my broadband connection ("perhaps it's your PC / router / phone line, etc.) I insisted that I wanted a broadband line engineer to come out.
I was threatened with a £140 fee if no fault was found. Disgraceful.
In < 1 minute the engineer diagnoses a fault with the equipment installed by Madasafish at the local exchange. Needless to say the people I spoke to at the ISP denied it was their equipment and blamed BT.
So began an even worse sequence of events:
- Following the engineer's visit, no information was volunteered
- When I called, I got the feeling I was being a nuisance by asking what the status of the fault was, usually resulting in some generic and meaningless answer offered by the so-called technical support department (e.g. "have you checked that your computer is switched on
)
- Then I got cut off altogether
- I've since been dealing with the faults department, who at least have a more direct line into BT, but are incapable of communicating in a language which will mean anything to a layman customer (e.g. "your circuit is being switched") nor to provide any meaningul timelines for resolution of the fault
- Each time I call to get through to the faults department, I have to deal with 'customer service' or the 'technical support' frontline and have rapidly come to understand that Madasafish has many more poorer customer-facing agents than it has good ones. Cut an average call time of 15-30 mins just to find out what the bl**dy hell is going on
- A kindly neighbour over the road offers me the opportunity to leech on to her wireless, even from 100m away, the speed is faster than I've been enjoying on Madasafish during the past 3 months
- The cut-off lasted for around 2 weeks, now I've been reinstated with the same crap speed as I had before; I'm regretting the day I ever got these clowns involved
If the aim of this operator is to churn legacy subscribers off, in this case, it's succeeded. Now that I have my internet connection back, I can't wait to sack these useless idiots.
If there's anyone from PlusNet / Madasafish monitoring this thread, take note. You've lost possibly one of your most loyal subscribers (I was an original shareholder subscriber).
What galled me most was the total lack of transparency of anyone in any of your call centres when it came to escalating the matter. Rather insultingly (or just a complete moron), one of them even suggested I might find details online of how to write to the managing director the day after I was cut off completely.
It's not enough to be the 'friendly ISP' - get your act together and try being efficient and dealing with customers in a respectful, meaningful way too.