topic Re: Mac code. in Plusnet Feedback

Mac code.

torbayguy — Wed, 05 May 2010 20:51:06 GMT

I requested my Mac code a couple of weeks ago, and am still waiting.
Plusnet, you know the Ofcom rules regarding mac codes, I would like mine today please.
Today I rang o2, they are giving me broadband with free security and a phoneline with anytime calls package for £20 a month, and they are also giving me 5 months free broadband, because thats what I currently have from Plusnet.
o2 have estimated my line speed at 18meg, but have said they will guarantee atleast 16meg or give me free broadband for the duration of my contract.
Thats a proper company, wouldnt you agree?
Compaire a guaranteed 16meg with the 9 or 10 that Im getting from Plusnet.

Hopefully within a week or so Plusnet will be a distant night mare.

Re: Mac code.

jelv — Wed, 05 May 2010 21:17:29 GMT

How did you request your MAC?

Re: Mac code.

torbayguy — Wed, 05 May 2010 21:19:16 GMT

I phoned the cancellation number and was promised it would be emailed to me in a few days mate.
Another plusnet promise broken!

Re: Mac code.

jelv — Wed, 05 May 2010 21:23:19 GMT

Have you checked all recent closed tickets on your account?

Re: Mac code.

torbayguy — Wed, 05 May 2010 21:24:55 GMT

Yes mate, apart from wrong info, no mac code!

Re: Mac code.

torbayguy — Wed, 05 May 2010 22:12:17 GMT

I found the mac code, appologies Plusnet!!! lol

Re: Mac code.

torbayguy — Wed, 05 May 2010 22:14:33 GMT

This is one of the reasons Im leaving plusnet.

Re: Mac code.

paulpicks21 — Wed, 05 May 2010 22:32:21 GMT

I have followed a few of your threads bud and really feel for you , looks like you have had a total nightmare!
God knows whats going on , that speedtest you just posted is crazy , I take it you have massive fluctuations in speed then.
Coming from virgin to plusnet I ran speedtests every day at all times of day and night to see if plusnet was better and after a month or so I now only do a speed test a couple of times a week as my speeds are always exactly the same to within 0.1 of a meg.
I guess I am lucky or guess you are very unlucky , but I wish you all the best with your next Isp.
Cheers
Paul.

Re: Mac code.

torbayguy — Wed, 05 May 2010 22:59:34 GMT

Cheers Paul.
I was hoping Plusnet would be different, but it seems most isp are the same, arrogent, unhelpful, and rude.
Plusnet keep saying they are sorry, and giving me an extra free months broadband, but whats the point of it, if it doesnt work?
I would rather pay more and have it work as it should.
It seems Plusnet are like most other isp, they are all sweetness and smiles, but dont actually give a damn as long as they are taking your money.
I have noticed the answers to my tickets, and even on here, are getting less polite as time goes by, like they have realised I wont give up and just accept what they tell me is right, because I know it isnt!
I have used o2 in the past and found them to be superb, so hopefully they havent changed to much.

Re: Mac code.

Strat — Thu, 06 May 2010 07:49:48 GMT

Keep us posted.

Re: Mac code.

torbayguy — Thu, 06 May 2010 20:35:56 GMT

Will do Strat.

Interesting to see there are no comments from customer service wouldnt you say!

Re: Mac code.

Addnan — Fri, 07 May 2010 05:16:25 GMT

You'll love O2, absolutely flawless service.

Re: Mac code.

adamwalker — Fri, 07 May 2010 12:02:21 GMT

I'm gutted to see that you've decided to leave after I was helping you out last month. I'm going to look into the barriers you seem to have encountered requesting a MAC key as none of them seemed necessarry or fair in all honesty.
I can understand if you're not interested but I am offering as before to take ownership and deal with the speed issues you have reported as I'm confident this is a fault that can be resolved rather than just a poor service issue that should be accepted or dismissed. Its your choice but as before me and the rest of the support team are here, we have helped you out before and we are more than willing to do so again.
I can see that you have given your MAC code to O2, if you change your mind this is something that can be reversed.

Re: Mac code.

torbayguy — Fri, 07 May 2010 14:11:58 GMT

And will you also rectify my billing problems, and remove the message that is threatening to disconnect me in 14 days if I dont pay the non existent bill from last month?
Another day, another problem!!

Re: Mac code.

adamwalker — Fri, 07 May 2010 16:12:10 GMT

Yes, I'm willing to help with any Plusnet related issues at all. Its the main reason for my presence on the forums.
I don't have much time left to commit a lot for you today, but if you can reply to confirm that you'd allow me to get stuck into this on Monday and not migrate away I'll at least be able to remove the failed billing restrictions from your account before 5.30PM.

Re: Mac code.

torbayguy — Fri, 07 May 2010 17:29:43 GMT

So if I agree to stay with Plusnet you will cancel out the unpaid invoice that should never have been there in the first place?
If I migrate to O2 you will leave the invoice and failed payment restriction in place?
That sounds like blackmail to me!
The message is here plain for all see.

No Im sorry Adam, Plusnet have had a fair chance and they blew it.

Re: Mac code.

adamwalker — Mon, 10 May 2010 08:37:23 GMT

torbayguy,
We are sometimes able to offer discounts or waive fees for customer's as an incentive for retention which is what my offer was. The outstanding charges were due to be paid and I can see that you have now cleared the bill.

Re: Mac code.

torbayguy — Mon, 10 May 2010 21:02:24 GMT

Adam you still dont seem to get it.
The charges were not outstanding.
Why?
Because my billing date is the 10th of the month, so there should not have been any charges to pay!!
On the topic of bills, seeing as you have disabled my account, please give me a detailed account of my invoice that was issues today please, as I cant log into my account to see it!!
I have an email that says my broadband bill is unpaid, well considering I have 5 months free broadband, there is nothing to pay.
And apparantly I have a invoice for £30 for my phone, what is the breakdown for this?
Until I see this, Plusnet wont get a penny Im afraid.

Re: Mac code.

adamwalker — Tue, 11 May 2010 14:49:09 GMT

Hi Torbayguy,
I'm going to get an invoice drawn up and e-mailed to you shortly. I'm perfectly certain that fees are due for the cancellation period.
These were initially outlined on ticket 33109527. There will be a slight difference to the 'outstanding subscription' part of the fee as our terms and conditions outline a 10 day notice period for outbound migrations so I will recalculate this before sending the invoice on. We can see that you are not due to migrate out until 17/5/10 so I will bear this in mind whilst rechecking to see what is due.

Re: Mac code.

adamwalker — Wed, 12 May 2010 08:07:00 GMT

I'm just updating this post to state that I will be getting this to you today.