I have been with Madasafish for nearly exactly one year, and up to now they have been brillant. Very reliable and have'nt had any problems, and would up to now highly recommend them.So i hope the following is just due to lack of common sense !!.

I sent an email to enquire on renewing for a second year, as on the website it states

£9.99 broadband for 6 months then after that £14.99 for the broadband package I have.

phone would be £9.99 for the 12 months.

therefore for the first 6 months it would be £20

then £25 for the second 6 months

I got an lovely email back which says because I am a loyal customer I could have the same package I am on which I understand to mean phone +broadband for XXX price for 12 months- i wanted to double check this so sent an email to query this.I got another Not so lovely email back from another person that the phone was on top for £9.99 for 12 months making it £25 for the entire 12 months. !! (which is dearer than the offer on your website)I rang them up to complain and they are adament it is £25 for 12 months and kept saying that when the orginal email said same package that I am currently on (i.e phone +broadband), it actually meant only broadband. I understand same package to mean the same as what I am currently on. If someone has made a mistake then i feel it should be honoured and not try to get out of it by saying same package only meant broadband.I have sent an email back for the atten of Samara - in the hope that some common sense can be used to resolve the issue(as Samara is quick and helpful resoving isues).As anyone else ever had this?, and I will keep posted ?Stephanie

If you renew on the basis of an e-mail which is not honoured, then you are on a stick wicket as e-mail (uncertified) is still legally inadmissible as sole evidence.

Turn the tables on the ISP and send the e-mail in question back to them and ask them to explain themselves. If you deleted the e-mail, you haven't a hope in Hades.

SHARK!

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For every positive action, there's an equal and opposite government plan.

Hi Stephanie,

If you'd like to drop me an email containing the information that you were given, I'd be more than happy to do everything that I can to sort this out for you.

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Kind Regards, James Bailey
PlusNet Comms Team

I'm sorry, this just reads like a cynical and silly attempt to deliberately misread information that is straightforward. Most readers would not pretend to understand 'same package' in this fashion.

I am neither Silly or Cynical - and did read same package as same package. I have only been with broadband a year anmd therefore maybe not as clueded up as you. But I doubt I am not in alone in understanding "same package" to mean "same package". If you don't have any thing nice to say to people and want to attack people for misunderstanding keep it to yourself., as your comments prevent people from posting for advise.

For anyone else interested the issue has now been resolved Madasafish have been very helpful and offered me a good package.

Hi Lydia,

I'm glad to hear that everything's worked out well for you :)

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Kind Regards, James Bailey
PlusNet Comms Team