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35 Reviews
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    35 Reviews
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      27.02.2014 14:17

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      Words can't describe how awful this service is. If I could award zero stars I would.

      I don't often write reviews and I'm writing this one while the little timer circle thingy on Madasafish keeps going round and round and round and round and round and round and round. What have I asked that's so difficult? Just to return to my inbox after deleting the spam (which took 12 minutes).
      I must first explain that I have a really good broadband speed and everything else works just fine.
      This email service provider has to be the worst in the world. Apart from waiting up to 5 minutes every time you click on a command you shouldn't even try to send an email without first pasting and saving it onto your browser (hours of frustration and my poor computer, as the messenger who shouldn't be shot, bears the brunt of my frustration) because, if you don't, then as soon as you press 'send' you'll wait 5 minutes and then the message comes up telling you that you've been timed out after 30 minutes of inactivity. Then you can't recover the email you've just spent the last 15 minutes typing. AAAAAARRRRGGHHH!!!
      It wasn't always this way. I started off with Freenetname who were taken over by somebody who got taken over by Madasafish who I think have been since taken over by TalkTalk (the circle is still going round and round ~ aren't those the lyrics to a 1970s song?).
      Over the years the service has continued to deteriorate to the point where I can't stand it any more. I pay this rubbish company £20 a year for emails with a 100 mb of storage and the closer I get to that 100 the slower the service gets. (Still turning). I'm currently on 75 mb usage and am at the point where the laptop is about to fly through the window.
      I just messaged them to raise a ticket about this issue and the reply has come back telling me that they will reply in approximately 29 hours, 17 minutes and 17 seconds (I wonder if the little circle thingy will have stopped by then).
      If I want to cancel the service I call them on an 0845 number, and they keep putting me on hold or cutting me off and all the time the enthusiasm of the staff is awe-inspiringly off-hand. I think I'll probably just cancel my direct debit and wait for them to call me (still turning), that is if they can be bothered.
      I have just taken up a free email service with Gmail and, though I understand this too does have the occasional issue, I get 10 times as much mailbox space and the service is 1000 times faster than that experienced with Madasafish.
      Like other Madasafish reviewers, if you want to remain sane, stay well clear of this awful provider. That's about all. If I go and clean the car and then come back and make a cup of coffee, the circle might have stopped turning?......
      Nah! Probably not ....perhaps I'll sleep on it....something may have happened by morning!
      Ooh! I take it all back; it's just stopped turning.
      No I don't.....it's timed me out again!

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      06.08.2013 13:38

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      Try someone else first.

      Madasafish is fine so long as nothing ever goes wrong with your service and you don't actually ever have to speak to them or contact them in any way.

      However, if you need to make contact for any reason...

      You WILL have to wait 20 to 40 minutes in a queue listening to their dreadful holding music. You WILL get through to the wrong department - this is absolutely assured. You WILL then be transferred and have to wait for another 20 - 40 minutes in another holding queue. You WILL then get through to someone who has never ever heard of your problem and will get completely stuck when their crib sheet doesn't have the appropriate tick box. They WILL charge you for every small bit of admin they do for you - like change your IPS tag - even if you go online and do it yourself. They WILL cut you off. They WILL hold you to ransom. Their telephone menu system WILL send you in and endless loop. Their managers and supervisors WILL be rude to you and WILL spout ridiculous excuses rather than just admit to their failings and mistakes. Their managers WILL eventually simply hang up on you. You WILL do all this, get nowhere and have to start again from the beginning.

      Madasafish WILL NOT care about you. Madasafish WILL NOT get back to you when they say they will. Madasafish WILL NOT value you as a customer. Madasafish are very definitely NOT "The Friendly ISP"; this is a lie and they should be taken to task for misleading advertising.

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      20.03.2013 20:52

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      Fine in the early days - now a poor choice.

      I am so glad I've finally moved from this ISP. I used them years ago (when dial-up was considered fast and the ISP name was Global Internet). Thing is, they hosted my small website in the early days, and latterly I only kept the account to retain the email facility which was costing £105 a year until recently. Not such a big deal, however this year I have tried to stop them taking the card payment as I no longer require the service. Here's the difficult bit - they just use your debit card to apply for the payment every year, and you have no way of removing the card from your account i.e. you can update, but not remove. Crafty eh? So when you want to cancel, just hope that they don't apply for the payment, as once they have, the bank will then need to intervene to retrieve the money.

      I made eight calls to this company attempting to let them know that I no longer required the service (each time held in a queue for 20+ minutes). They sent me a total of 12 payment reminder emails from accounts@madasafish, of which I replied to all, but received no reply. I also forwarded a copy of each reply to support@madasafish, in the hope that they may pass the info on. Not a single reply. Without any communication to me at all they have finally closed my account - and immediately binned emails that were held on the system (which, although they're entitled to do it would have been nice to been informed so I could retrieve these first).

      All in all, I would advise to steer well clear. a horrible ISP to do business with, and one which does not seem to care one iota about customer communication and satisfaction.

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      25.04.2012 10:35

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      cowboy outfit

      i have been with madasafish for years , without much of a problem , until i tried to move my website over to a new domain then i realized just how bad these guys are ..
      Not just bad but real cowboys ...
      1st you ring customer services and it asks you for your madasafish telephone number even if you dont have one .then you have to wait a real long time to get any answer . the 1st person you speak to then puts u on hold and cuts you off ....

      3rd attempt (after putting in my non-madasafish number i get to technical support and as for my IPSTAG to be changed ... i was assured no more tan 48 hours ....
      4 days later i contact via email and after 2 days I am told it will cost £25.54 to change it

      NO OTHER ISP CHARGE FOR THIS !!

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      11.09.2009 15:51
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      There are worse broadband service providers out there.

      Madasafish is a terrible name for a broadband provider. So why did I join? Well, I didn't actually; my old provider, IC24.net was taken over by Madasafish so I joined by default. Thankfully, I was able to keep my old e-mail address!

      I have been a customer of Madasafish for over five years now, so have a lot of experience with their performance, support, and customer service.

      Price wise, they're not too bad. Eight Mb broadband is available for £14.65 per month, with a 5Gb download limit. They have other, more expensive packages, with greater download limits; these are of course more expensive.

      --- Speed ---

      As with many broadband providers, their maximum speed is at best, an 'optimistic' target for them to aim for. At off peak times, I usually get around five Mb, at peak times, it's about four Mb. I do find this misleading, but Madasafish are no worse than other providers in this respect.

      Having rubbished their maximum speed claims, I actually find the performance more than adequate. Most of my internet use is surfing the web and pages load almost immediately (usually). There is not enough lag to complain about the page download speed. On occasion, I do experience slower than normal download of pages, but this may be due to the internet rather than the provider.

      --- Reliability ---

      This is not one of Madasafish's strong points. I suffer an interruption to service about once every two months. This usually lasts around an hour, but was once about a day. The breakdowns usually happen of a weekend and I find I can't log on when I get up in the morning. For a company that boasts of 'Award winning broadband', I find this a bit poor.

      --- Support ---

      The online support service is excellent. There is plenty of advice to help you to resolve problems, and a service status page accessible from the home page that gives information on service interruptions and planned maintenance (useful if you cannot connect to the internet using Madasafish and are wondering if it's your computer or the service provider at fault: if you can find a computer to connect to the internet somehow, of course!).

      For connection problems, a full suite of settings for the various packages is given so that users can check whether their computer is set up correctly.

      Unlike some other companies, Madasafish have telephone support as well as online support.

      The online support works via a 'ticket' system. Raising a ticket generates a support request for the team (basically an e-mail generated from the website). After raising a ticket, the user is given an estimate for how long a reply will take. This service is ideal for non urgent queries.

      When I have an access problem, however, I like to talk to a person who can help me resolve my issue immediately. I have only used this service a couple of times; both times, getting through was the biggest headache (getting to talk to an advisor can take a long time!). Once talking to the support person, I found them able to help me quite quickly. Telephone support is not free, but is available 24hrs per day, 365 days per year.

      --- Customer Service ---

      I had occasion to use the customer service department when I found a cheaper broadband package from another provider. In this case, it's necessary to contact the existing provider for a 'MAC code'.

      I requested the MAC code from Madasafish and was almost immediately contacted by a customer service representative about why I was changing.

      I had a couple of conversations with the representative; I found her helpful and pleasant. As a 'longstanding customer' I was able to negotiate a deal that matched the deal I was planning to switch to, saving £5 per month (it's a shame that as a longstanding customer, I was not offered this deal without asking!).

      --- Conclusion ---

      Madasafish are a long established, reasonably big player in the broadband market. They do not 'stand out' from the crowd, however, being more expensive, but not faster or more reliable than the competition.

      They do offer a reasonable service for a reasonable price. Having negotiated a really good deal, I'm prepared to stay with them until a better offer comes along.

      As a general tip; if you've been with your current provider for a while, have a look on the internet for a better broadband deal. Contact the provider for a MAC code (you're under no obligation to use it and it will expire after a certain length of time). It's likely that in today's competitive market, your provider will be prepared to discount your broadband price package to keep you.

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        02.09.2009 13:45

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        Pathetic service - you can get better elsewhere !

        Madasafish customer service is pathetic - am sure that they are unaware of the term. I have been with them for some time as they offered a decent product at a reasonable price. The problem comes though if you have to contact them for any reason. They took the incorrect amount from my account without telling me, then when I called them to find out what was going on they said - a refund has been processed but will take 10-15 days for it to go through. What a joke !! they are quick enough to take your money but when you want it back due to their error it is a different matter. I decided to escalate to a manager as I was so annoyed but was passed to someone who was pretenting to be a manager - this annoyed me even more. In the end I have had to write a letter to them. Complete and total jokers the lot of them - do not use if you want decent service - the sad thing is they are owned by BT - take from that what you wish !!!

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        21.03.2009 15:46

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        Absolutely rubbish - I cannot stress this anymore than this. The support is inept, almost to the point of "sharp practice". We did a transfer away from them and they immediately deleted all DNS entries, and now 72 hours later due to "server problems" we have no net, no web, no email, no business running. We have complained to Nominet after speaking to support over 30 times and constantly being promised that it will be done in the next hour.If you chose these people for anything then YOU as as mad as a fish.Completely useless.

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        13.03.2009 13:04

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        Absolutely horrific experience in trying to get away from these scammers. £320 to cancel a phone line and broadband???Have contacted Consumer Direct and they have passed on the complaint to trading standards. I would urge you to do the same if you have similar problems. Considering the phone line is advertised with no cancellation fees and no minimum contract, its a little suprising to be presented with a £160 cancellation fee. Plus one month after signup, they emailed saying we now charge £20 to anyone who cancels. Althought the email didn't say it, they claim that you had 31 days from that email to cancel if you didn't agree with the new charge. Unfortunately, cancelling would attract a further £120 charge so would be something of an expensive protest.. Absolute jokers. Avoid like the plague.

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        25.02.2009 12:21

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        Reliable service.

        Madasafish are a straight forward broadband and telephone provider. You get a set allowance to use and if you go over that they will tell you. You can monitor your usage on their website. They bill on time every month and you will get a discount for the first 6 months. They also do a straight forward telephone package and it is cheaper than alot of other providers out there. If it is simplicity you are looking for and as they are owned by BT you do get a reliable service. Speeds as always are based on a number of factors so no guarantees on what you will get but mine is always above 3mb which does me just fine, I live in a rural area over 2km from the BT exchange. The other good thing about Madasafish is if you go over your allowance they will email you and let you know what the additional charge per GB is which is just under £2.00. You will even be able to raise online tickets to contact them instead of phoning their call centre which is India.

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        16.02.2009 14:02
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        good broadband and phone provider.

        I have been with Madasafish for 3 years now. I joined as at the time they were offering a good price. After my 12 month contract ran out I was looking to switch to a different supplier, however after a phone call to ask for my MAC code, they asked why and I told them the price of the package I was going to move to and they agreed to match that price. I was very impressed.

        Since then I have taken my line rental, calls and broadband all from them, again my 12 months were up and I called and they price matched again (however this time got it even cheaper) so now I am only paying £4.50 for my BB and £9.75 for my line rental. Well worth seeing if they can price match other then changing providers.

        I am on the 'MAX package' which gives speeds of up to 8meg and only a 5gig usage per month, however for me this is more than enough! If I use more I am charged an extra £1 or £2 per gig.

        I am sure there are lots of better packages around with unlimited downloads, faster speeds etc. for me MADASAFISH is excellent, top customer service and in all the time I have been with them very few downtimes. Another point I like is I can view my internet usage daily in their my account feature and also view detailed unbilled phone calls and export the data to programmes like excel.

        The price for new customers seems to be increasing, however if you are an existing customer be aware of the EXCELLENT retention deals they will do!!

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          06.11.2008 19:45
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          If you value your sanity, dont go Madasafish!

          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 just not worth the stress, it's very surprising how a good ISP can slide, very quickly, to the sludge at the bottom of the ocean, dont go mad!

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          15.09.2008 23:08

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          I had no problems with madasfish until I tried to cancel my broadband. They continued to charge me for several months after I left but because I had phone with them I couldn't cancel my direct debit. I had to fight for a refund each month and finally I cancelled my phone line as well. I have now officially left madasfish and have recieved yet another invoice. I will be cancelling my DD, getting a refund from my bank and making an official complaint to madasfish. Don't use them, its not worth the hassle.

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          25.04.2008 22:09
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          Not too bad - could be worse!

          I signed up for Madasafish about six months ago - I must admit there was no real thought behind it other than "they look like the cheapest for phone and internet".

          We had a bit of a struggle to get things set up originally. Although I suspect BT Wholesale might have been partly to blame for that, it would have been nice to receive more up to date information about when exactly my service would go live. As it was, I didn't phone a telephone line at all for a week after moving in, despite planning well in advance. Had I needed to dial 999 this could have been very bad.

          Since then though, things have been decent. I've only had a couple of service issues in six months, and their customer service has been quick and helpful in those cases. A billing query sent by email was answered within 24 hours.

          I do slightly resent the way they do direct debits however. Payment is taken the same day the bill is emailed, or in one case the day before. I keep track of my unbilled calls on the madasafish website, but if I didn't and there was a billing error, this could cause serious problems.

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            25.09.2007 23:23

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            Amazing - Fast - Set up free - Discount Code: 4300943

            Madasafish is amazing... I signed up and am getting speeds in excess of 5 meg!!!! Customer service is brill 4p/min and they phone you back if it's not solved straight away.. I also used the promo code: 4300943 when signing up.. this gave me £15 discount.. Use it for your sign up.. They are virtually the cheapest on the market, have the fastest speeds and all start up equipment is free wireless modem/adapter etc.. FANTASTIC

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            21.07.2007 11:32

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            I came to Madasafish via the Care4free merger. I find their service first class. I have had numerous problems/queries over time which they have dealt with always in a prompt, friendly,and decisive manner. They sorted out a BT line connection problem in a matter of hours long before BT responded to complaints from other people in the locality who had had to deal direct with BT. A minus - download can sometimes be slow.

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