topic Re: MAC - Key - I am leaving in Plusnet Feedback

MAC - Key - I am leaving

dfstrottersfan — Fri, 20 Aug 2010 06:13:31 GMT

Can somebody tell me where to look for this ....
I requested a MAC Key on Monday of this week - I was told that I needed to look for it on Thursday afternoon (yesterday) in my member centre.
I have looked but cannot see it..
thanks
Allan

Re: MAC - Key - I am leaving

Strat — Fri, 20 Aug 2010 07:39:01 GMT

Have you checked your tickets here.
They are called questions but everyone knows them as tickets.
Select 'Questions in the last 7 days' and click 'Expand all questions'.

Re: MAC - Key - I am leaving

adamwalker — Fri, 20 Aug 2010 08:31:30 GMT

dfstrottersfan,
I'm sorry if you we're told Thursday as we don't usually release a MAC key until the 5th day after it is requested, hence we should have said Friday really.
I've given the appropriate team a nudge for you so we should see a response today.
Adam.

Re: MAC - Key - I am leaving

glloyd — Fri, 20 Aug 2010 09:42:30 GMT

As a matter of interest why do PlusNet keep customers waiting until the last possible day?

Re: MAC - Key - I am leaving

Lurker — Fri, 20 Aug 2010 09:43:29 GMT

To try to get you to change your mind.
They can generate them straight away when they want to.

Re: MAC - Key - I am leaving

adamwalker — Fri, 20 Aug 2010 09:46:52 GMT

We are transparent about this once a request has been made. OFCOM regulations are there to protect the customer and make sure that they do get their MAC key in the end.
If a customer does request one and requires it more urgently we would invite them to let us know so we can make provision for that instead of leaving them waiting.

Re: MAC - Key - I am leaving

dfstrottersfan — Fri, 20 Aug 2010 09:59:11 GMT

Apparently a MAC key is not required in my case as I am moving to Sky which is an "llu transfer". Just got this info in a ticket when I asked where the Key was this morning.
I wondered why Sky hadn't asked me for a MAC Key.........
It would have been nice if somebody from PlusNet (and Sky) had told me this without prompting...to be fair on Sky they didn't need to tell me.
What a strange system this LLU system is - Plusnet a BT company have to charge more on our exchange than Sky all because Sky have an LLU on our exchange!!!
Allan

Re: MAC - Key - I am leaving

nadger — Fri, 20 Aug 2010 10:13:43 GMT

Quote from: dfstrottersfan
It would have been nice if somebody from PlusNet (and Sky) had told me this without prompting...to be fair on Sky they didn't need to tell me.
Allan

Really can't see how the onus was on Plusnet - surely Sky should have told you that it wasn't required.

Re: MAC - Key - I am leaving

HPsauce — Fri, 20 Aug 2010 10:16:41 GMT

Quote from: dfstrottersfan
Apparently a MAC key is not required in my case as I am moving to Sky which is an "llu transfer".

Not sure how accurate that is as a generality.
I moved broadband from PN to an LLU company (not Sky) as ADSL2+ is very useful to me and there's not even an exchange date yet from BT.
My move was a standard MAC process and pretty seamless.

Re: MAC - Key - I am leaving

thisoldman — Fri, 20 Aug 2010 10:23:35 GMT

omg why do do many people think the grass is greener on the other side? you all need to read the recent offcom report which suggested that most isps are useless.
Believe me......if plusnet were as bad as some of you like to make out would i still be with them?

Re: MAC - Key - I am leaving

nadger — Fri, 20 Aug 2010 10:26:07 GMT

Quote from: thisoldman
Believe me......if plusnet were as bad as some of you like to make out would i still be with them?

Probably as old people are slower to do things and you love the forums

Re: MAC - Key - I am leaving

pierre_pierre — Fri, 20 Aug 2010 10:34:40 GMT

you have got it wrong about LLU and BT
LLU is where a company puts it own equipment into an exchange and stops using the antique BT stuff
So BT cant do LLU they use BT stuff
Costings, when you have more than 3 LLU on you exchange OFCOM say good, you have more competition, you can lower your prices BT

Re: MAC - Key - I am leaving

thisoldman — Fri, 20 Aug 2010 10:34:56 GMT

may i politely suugest that nadger performs a serious internal injury on his posterior

Re: MAC - Key - I am leaving

Oldjim — Fri, 20 Aug 2010 10:49:25 GMT

May I even more politely suggest that, as this isn't Chit Chat, there are no more off topic posts otherwise I may be forced to move them and that just makes work

Re: MAC - Key - I am leaving

thisoldman — Fri, 20 Aug 2010 10:57:51 GMT

you spoilsport

Re: MAC - Key - I am leaving

jmd — Fri, 20 Aug 2010 20:19:23 GMT

to go back to topic - I had to ask for my Mac key on the 5th day, but then was informed by Sky it was not required to move to them. The changeover was done on day given and the router had arrived over a week before so it was very straightforward. It was just a shame that PN kept my account open but fortunately that was sorted by the lovely Ben.

Re: MAC - Key - I am leaving

Toolbox — Fri, 20 Aug 2010 20:27:15 GMT

I phoned up 0114 296 5098 or you could use 0845 140 6002

Re: MAC - Key - I am leaving

johpal — Fri, 20 Aug 2010 21:17:11 GMT

Making somebody wait 5 days for a MAC code is indefensible. When I left BT (to move to PN, but they didn't know that) mine was quoted over the 'phone immediately. Yet another area where PN could improve their customer service, I suggest.

Re: MAC - Key - I am leaving

Alex — Sat, 21 Aug 2010 15:56:00 GMT

Imagine how much money PlusNet would lose if they were to issue keys immediately.
The extra 5 days subscription multiplied by the number of people who leave, it must add up.
Quite sneaky really. Like the £5 one-off charge for a static IP.

Re: MAC - Key - I am leaving

JonJon — Sun, 22 Aug 2010 17:19:25 GMT

Interestingly, I found the following on ofcom.org.uk:

Quote
Under Ofcom regulations, where a consumer or small business (with 10 or less employees) wishes to change broadband provider, a MAC must be issued within 5 working days of the request.
Companies must offer at least two methods of providing a MAC (by email, phone or post etc).
You should then present the MAC to the ISP you want to switch to and it will then process the request to migrate and inform you of the transfer date. The service should then be transferred seamlessly and with little or no disruption of service.
However, there are some circumstances where the losing broadband supplier can refuse to provide a MAC. These are:
• the broadband supplier cannot confirm they are dealing with the named account holder
• the broadband service has already been disconnected or in the process of being disconnected
• the broadband supplier has already issued a MAC and it is still valid
• the broadband supplier is unable to obtain the MAC from their own supplier
• the broadband service is supplied through a full Local Loop Unbundling (LLU) package
If any of the above apply to your particular service, your broadband supplier must make this clear to you.

So according to Ofcom, it looks like Plusnet should have informed him the MAC code wasn't required (as long as he specified that he was going to LLU - chances are he didn't know at the time!)