Madasafish Closing 15th December 2015
@Dangermouse
We’re emailing and writing to all Madasafish and Metronet customers regarding this. We finished sending these on the 14th so you should have had that now. Letters are still on their way out now so you should get that over the next few days.
Let me know if you still haven’t received anything or have any questions and either way please contact our customer options team on 0800 731 7508 if you would like to transfer your services over to Plusnet and as you may have seen in the FAQ I posted you can continue with the same email address if you wish to.
@pint
Sorry for any confusion over the comms looked a little confusing on the tickets. I’ve checked and there are no issues with either of the accounts.
I’ve passed on feedback, this shouldn’t happen to everyone affected, it’s due to how an agent did this.
@Jontysoper
It never will be any existing domains hosted on a MAAF will need to remain on a separate Justmail account if it needs to be retained.
We’re emailing and writing to all Madasafish and Metronet customers regarding this. We finished sending these on the 14th so you should have had that now. Letters are still on their way out now so you should get that over the next few days.
Let me know if you still haven’t received anything or have any questions and either way please contact our customer options team on 0800 731 7508 if you would like to transfer your services over to Plusnet and as you may have seen in the FAQ I posted you can continue with the same email address if you wish to.
@pint
Sorry for any confusion over the comms looked a little confusing on the tickets. I’ve checked and there are no issues with either of the accounts.
Quote If you ask me the whole thing is confusing, the most confusing message received is the home phone order cancelled message,
I’ve passed on feedback, this shouldn’t happen to everyone affected, it’s due to how an agent did this.
@Jontysoper
Quote So, for now this would explain why my domain isn't listed in my PN account
It never will be any existing domains hosted on a MAAF will need to remain on a separate Justmail account if it needs to be retained.
Quote I shall wait to see if a better deal comes along in the meantime.
Keep a note of the details of any deals you're offered and do let our customer options guys know as there's a very good chance we can better them
I suggest you post a ticket number from your friends account so that when someone from Plusnet reads this they can investigate.
Well I migrated from Freenetname through Madasafish to Plusnet, knowing what high customer satisfaction stats Plusnet had, and given they were all part of the same business, I looked forward to a seamless transition
Well, more fool me. When I spoke on the phone to someone about the transition I specifically raised the issue of my freenetname web domain and my need to retain the website and associated email addresses it was a case of ‘yep, we can do that easily, you don’t need do anything’
Then last week I realised they had billed me for both accounts for the last two months, so I raised a call and they said they would sort it. Which they did by closing the freenetname account and trashing the domain, leaving me without emails through the domain name, which is use as my primary address, at a time when I’ve just been made redundant and am using that email address for all my job applications
So I raised another call on Saturday with somebody who pretended to understand what I was telling them and told me it would all be sorted in an hour, and I believed him
Three hours later, emails working to the freenetname address (that I don’t use) but emails to the domain address still being bounced back and still no sign of the website
Raise another call later on Saturday, only to be told the original issue had been misunderstood and the domain related issues can’t be sorted until Monday
So I’ve been overcharged by at least £80, my website has been unavailable and I’ve been without my primary email address for three days, potential employers and recruitment agencies are getting bounceback messages and I’ve wasted time queuing for support
In the past, as a freenetname/madasafish customer, I've recommended Plusnet to potential users on the grounds that, as the parent company, you could expect even better service. How to turn a long standing, satisfied, customer into a loud, vocal, detractor of your business is not something Plusnet should be doing, but they are achieving it.
I did consider the possibility of this being exceptional, but looking at these forums I have real trouble in reconciling the number of unhappy customers here with the published stats – I certainly wont be recommending them to anybody in the foreseeable future
Well, more fool me. When I spoke on the phone to someone about the transition I specifically raised the issue of my freenetname web domain and my need to retain the website and associated email addresses it was a case of ‘yep, we can do that easily, you don’t need do anything’
Then last week I realised they had billed me for both accounts for the last two months, so I raised a call and they said they would sort it. Which they did by closing the freenetname account and trashing the domain, leaving me without emails through the domain name, which is use as my primary address, at a time when I’ve just been made redundant and am using that email address for all my job applications
So I raised another call on Saturday with somebody who pretended to understand what I was telling them and told me it would all be sorted in an hour, and I believed him
Three hours later, emails working to the freenetname address (that I don’t use) but emails to the domain address still being bounced back and still no sign of the website
Raise another call later on Saturday, only to be told the original issue had been misunderstood and the domain related issues can’t be sorted until Monday
So I’ve been overcharged by at least £80, my website has been unavailable and I’ve been without my primary email address for three days, potential employers and recruitment agencies are getting bounceback messages and I’ve wasted time queuing for support
In the past, as a freenetname/madasafish customer, I've recommended Plusnet to potential users on the grounds that, as the parent company, you could expect even better service. How to turn a long standing, satisfied, customer into a loud, vocal, detractor of your business is not something Plusnet should be doing, but they are achieving it.
I did consider the possibility of this being exceptional, but looking at these forums I have real trouble in reconciling the number of unhappy customers here with the published stats – I certainly wont be recommending them to anybody in the foreseeable future
@chrisEM
I've just checked and can see there's been a reply to 114707673 so that should be resolved.
@gjp112n
Really sorry to hear about the poor experience you've had with us there. I'm happy to take ownership of any remaining issues that need to be dealt with so please feel free to PM me with the usernames for the accounts concerned.
@AndyHKB
If you already have youe email address based on a Justmail account you need do nothing. Only Madasafish customers who need to retain their broadband and/or phone service need to contact us to migrate services over to Plusnet.
That will remain unchanged.
I've just checked and can see there's been a reply to 114707673 so that should be resolved.
@gjp112n
Really sorry to hear about the poor experience you've had with us there. I'm happy to take ownership of any remaining issues that need to be dealt with so please feel free to PM me with the usernames for the accounts concerned.
@AndyHKB
If you already have youe email address based on a Justmail account you need do nothing. Only Madasafish customers who need to retain their broadband and/or phone service need to contact us to migrate services over to Plusnet.
Quote Will there be any webmail portal to log into as with Madasafish where I see a folder structure, or will that disappear?
That will remain unchanged.