Broadband FAQ

Why should I choose Madasafish

Here are 5 great reasons to join Madasafish.

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What speed will I get?

With Madasafish Broadband we'll provision the fastest speed, up to 6Mb, that your phone line will reliably support. The actual connection speed that you get will depend on the quality of your phone line and the length of the line between your home and the local phone exchange. Your line will be tested for a period of up to 10 days from when you first connect to our services to determine the fastest stable speed that it will support.

You will be given an indication of the likely speed your line will support during the signup process.

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If my phone line is through a cable service provider can I still get Madasafish Broadband?

Yes, but in addition to Madasafish Broadband you will need to sign up for our Madasafish Talk service as a new line installation. Madasafish Talk is the home phone service from Madasafish that gives you unlimited free calls to landlines (numbers starting in 01, 02 and 03) in the evenings and at weekends.

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I already have a broadband service with another ISP; can I change it over to Madasafish Broadband?

Switching your broadband service over to Madasafish is simple using a process called 'migration'. A Migration Authorisation Code (MAC) from your current broadband provider means that we can switch your service to us without you having to go without broadband. Learn more about switching providers here.

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Is there a limit to how much I can upload and download on broadband?

MAX Broadband comes with 5GB of usage included, MAX Broadband Plus comes with 20GB and MAX Premier 50GB a month. If you would like to know more about usage, please see our broadband usage explained page.

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What is a microfilter?

A microfilter allows two separate signals to be transmitted down your phone line: a low frequency analogue voice signal and a high frequency digital broadband signal. Without a microfilter in place the two signals will interfere with each other.

You will need to install a microfilter in every phone socket that is in use, not just the one that your router is connected to. More information about microfilters is available here.

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Can I use my own connection equipment or do I have to use the one supplied by Madasafish?

You may supply and use your own broadband modem or router. However, we cannot offer any guarantee of connection or support on makes and models of connection equipment which have not been supplied by us.

You will be asked during the signup process whether you want to order a router from us or whether you will be supplying your own.

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Can I have a static IP address?

If you require a static IP address you can request one from My Account. Sign in using your normal username and password.

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Can I connect more than one computer to the Madasafish Broadband service?

Yes, you can connect a number of computers to your Madasafish Broadband service. A router, such as the one available during the signup process, will allow you to share the broadband connection with multiple computers.

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How long does it take to get broadband?

If you are migrating a broadband service from another provider, we can normally switch your service over to us in around 5 working days from when we receive your Migration Authorisation Code (MAC).

If you are installing a new broadband connection, it normally takes around 10 working days from the receipt of your order to activate your service.

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How do I install Madasafish Broadband?

After you have completed the sign up process you will be sent an email confirming your order. After the checks on your line are completed we will send you a further email informing you of the date on which the service will be enabled. If you've ordered hardware through us, this will arrive prior to your service going live. Included with the hardware is a booklet with step by step instructions for installation. You'll also find guides to getting connected in our Online Support Centre.

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Is there a minimum contract period?

There is a 12 month minimum contract for Madasafish Broadband. This is because we pay all the installation costs and supply free connection hardware when you sign up to the service.

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What happens to my broadband connection if I move home?

Provided that your new phone line is capable of supporting broadband, we can move your Madasafish Broadband service. If you are still within an 12 month contract, there is a fee of £65 to move your broadband service to your new premises - even if you take the same number with you. If you are outside a 12 month contract, we will pay this fee on your behalf if you agree to an 18 month contract.

You can manage the process of moving home in My Account. Please sign in using your normal username and password.

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What if I want to cancel my broadband subscription?

Madasafish Broadband is subject to a 12 month minimum contract. You may cancel at anytime following the first 12 months, subject to 10 day's notice. You may cancel during the 12 month contract but you will need to pay our costs in installing the service. Full details are available in the Terms and Conditions.

If you do want to cancel your service, please call our Customer Options Team on 0845 140 6002. Lines are open on weekdays (except Bank Holidays) between 9.00am-5.30pm.

Note: we can't reply to cancellation requests made by Ticket. Please contact our Customer Options team on the telephone number above who will be able to deal with your query.

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