topic Re: Mac Key in Plusnet Feedback

Mac Key

alegeek — Mon, 04 Aug 2014 14:33:29 GMT

According to the person doing your Twitter support, nothing has been logged for my Mac Key request which is very disappointing considering how long I sat on hold waiting for someone.
Do I need to sit on on hold again or can someone sort this for me? I'm pretty annoyed considering I spent nearly 30 minutes to wait to speak to someone and don't really fancy doing it again!

Re: Mac Key

Acassim — Mon, 04 Aug 2014 15:17:02 GMT

Hi theoddbot,
Speaking to Adam W who's been covering twitter today, he has asked if you're able to respond to him and he'll look into this matter for you.

Re: Mac Key

adamwalker — Mon, 04 Aug 2014 16:10:56 GMT

FYI the theoddbot I've just replied on Twitter I'm going to chase down that call tomorrow and arrange a call back from customer options in the meantime

Re: Mac Key

alegeek — Tue, 05 Aug 2014 09:20:58 GMT

Thanks for your help, Sky had a problem with my order so have had to cancel it and I'll need to re-order.
Can you confirm if the Mac Key issued yesterday will still work when I re-order tomorrow or will I need it regenerating?

Re: Mac Key

Acassim — Tue, 05 Aug 2014 11:42:33 GMT

Hi theoddbot,
This would very much depend on what stage of the order process it failed as it could well have invalidated the MAC code. Sky should be able to let you know about this and if another one is required you would just need to drop another call into the Customer Options Team to pick up a new one.

Re: Mac Key

alegeek — Tue, 05 Aug 2014 11:57:13 GMT

Thanks, possibly best to get it redone to be on the safe side.
Could a new one be added to ticket 89547117, I don't really have any faith in the phone people to sort one after my last experience.

Re: Mac Key

Acassim — Tue, 05 Aug 2014 14:50:02 GMT

Hi theoddbot,
Unfortunately MAC codes don't work that way, if the initial one is valid, the request for another one will fail until the initial one either expires or is used (successfully or not) which is why it would be best to check with Sky and see if they're still able to use it.
If you do require anything MAC code then you would need to contact the Customer Options Team direct on 0800 013 2632

Re: Mac Key

alegeek — Wed, 06 Aug 2014 10:51:31 GMT

Thanks for your time Adam, I gave Sky the Mac Key and at this time everything seems fine.
Have a good day

Re: Mac Key

Acassim — Wed, 06 Aug 2014 15:41:48 GMT

Apologies for the delay in getting back to you theoddbot,
Let us know if you run into any problems and how you get on with it.

Re: Mac Key

Townman — Wed, 06 Aug 2014 16:18:01 GMT

Quote from: Adam
...the request for another one will fail until the initial one either expires or is used (successfully or not).

Hi Adam,
Is this a recent change in BTOR processes? It's not so long ago that people were reporting that (in bound) a failed order using a MAC had to wait for the 30 day validity to expire before a replacement MAC could be issued, even though BTOR's systems know the MAC is used and dead.
Kevin

Re: Mac Key

Acassim — Wed, 06 Aug 2014 16:31:31 GMT

Hi Kevin,
This is certainly my understanding from a COT background where a new MAC code would be issued if the previous one failed due to a problem in the ordering process of the gaining ISP.
I'll double check with our provisioning aficionados just to make sure though

Re: Mac Key

alegeek — Wed, 13 Aug 2014 23:26:10 GMT

My Fibre has successfully moved over, goodbye Plusnet.