topic Re: Ages to get a MAC code in Plusnet Feedback

Ages to get a MAC code

ddare101 — Tue, 11 Nov 2014 11:26:55 GMT

Hi
Is PlusNet still in the dark ages, told it will take up to 5 days to get a MAC, how ridiculous is that! Looking back at previous forums I understood that this issue was solved years ago but this is so annoying and PlusNet are just being intentionally awkward. No way to try and woo a customer is it!

Re: Ages to get a MAC code

Razorback — Tue, 11 Nov 2014 11:38:48 GMT

All the ISPs play this silly game. Phone back and ask for the MAC code again, stay on the phone till they give the code. It can be generated whilst you wait.

Re: Ages to get a MAC code

ddare101 — Tue, 11 Nov 2014 12:00:22 GMT

Just did as suggested and now told it will be with me in 48 hours, no chance of being given it now. Explained I was aware of the silly game but it doesn't seem to worry PlusNet, very short sighted of them to treat customers like this as word of mouth recommendations are very important.

Re: Ages to get a MAC code

ddare101 — Tue, 11 Nov 2014 12:05:23 GMT

Now just received an email confirmation of my telephone call this morning to say the MAC will be with me in 5 working days, what happened to the 48hrs? crazy!

Re: Ages to get a MAC code

Razorback — Tue, 11 Nov 2014 12:10:33 GMT

When I left PN to go to BT, I was told 5 days but never received the code. I phoned back and they gave it to me straight away. When I left BT to come back to PN the it took 2 calls but the second time I was given the code staight away. 5 days is the maximum time they are allowed to take not the time it actually takes.

Re: Ages to get a MAC code

Strat — Tue, 11 Nov 2014 12:13:17 GMT

@ddare101 keep an eye on your tickets, it might appear there https://www.plus.net/wizard/index.html?p=search

Re: Ages to get a MAC code

Chris — Tue, 11 Nov 2014 12:19:11 GMT

The automated emails say 5 working days, however generally we provide these either the same day or the next day. Please let us know if you've not received this in the next few days and we'll take another look.

Re: Ages to get a MAC code

ddare101 — Tue, 11 Nov 2014 12:28:43 GMT

Thanks for that Strat, am keeping a close watch on the tickets so will be aware when it arrives. Chris, I will post on this site as soon as it arrives so you will all know exactly how long it takes. No reason why I can't get it now as if it doesn't arrive in the next few days it will be another 'few days' and so on.

Re: Ages to get a MAC code

ITWorks — Tue, 11 Nov 2014 12:47:42 GMT

Quote from: Chris
The automated emails say 5 working days, however generally we provide these either the same day or the next day. Please let us know if you've not received this in the next few days and we'll take another look.

Surely it would be a good idea to have the automated email updated to reflect this.
Regards
Mike

Re: Ages to get a MAC code

ddare101 — Tue, 11 Nov 2014 15:19:15 GMT

I just received this reply

'Thank you for getting in touch with us about your account.
I am sorry you feel this way, but the turn around for a MAC can take up to 5 working days. It may happen before then, but the official time frame is 5 working days. Apologies for any inconvenience this may cause.'
I really would like to know the technical/practical reason for a simple code taking so long to produce, can anyone out there explain please? Would be very interested to know the answer to this for future ISP moves and I'm sure other customers would appreciated this also.

Re: Ages to get a MAC code

ITWorks — Tue, 11 Nov 2014 15:41:01 GMT

Its just a stalling tactic as far as i can see , providers can generate MAC codes instantly if they want to.
For a customer that wishes to leave, stalling them is more likely to make them not consider the ISP in future
Regards
Mike

Re: Ages to get a MAC code

ddare101 — Tue, 11 Nov 2014 15:43:53 GMT

Exactly 'I.T.Works', they just don't seem able to grasp this for some reason.

Re: Ages to get a MAC code

ddare101 — Tue, 11 Nov 2014 16:35:50 GMT

Now coming to the end of the 2nd working day and still no code, so looks like 48 hours is out of the question!

Re: Ages to get a MAC code

Chris — Tue, 11 Nov 2014 16:40:17 GMT

I'm just picking this up again now.

Re: Ages to get a MAC code

ddare101 — Tue, 11 Nov 2014 16:47:20 GMT

Just received MAC, thanks all for your replies and support.