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Quick Question on MAC Code

markrach
Grafter
Posts: 311
Registered: ‎22-10-2008

Quick Question on MAC Code

I had a moan a while back @ getting my MAC to move , PN wanted me to pay (can not remember the amount) before they gave me the code , is this correct practice ? can ths be done along with the 5day to provide one etc as i cannot find anything on ofcom relating to ISP demanding fee's before a MAC is given .
Mark
14 REPLIES 14
pierre_pierre
Grafter
Posts: 19,757
Registered: ‎30-07-2007

Re: Quick Question on MAC Code

Probably yes as you are on either a 12 or 18 month contract and they want your pound of flesh before you disappear
Community Veteran
Posts: 38,460
Thanks: 1,032
Fixes: 62
Registered: ‎15-06-2007

Re: Quick Question on MAC Code

No it's not correct - they must provide the code within 5 working days.
The fact that you are liable for charges related to the termination of the contract is irrelevant
markrach
Grafter
Posts: 311
Registered: ‎22-10-2008

Re: Quick Question on MAC Code

Im not on a 12 month ot 18month contract ?. so i was told incorrect info by the CSC the last time i called.
Cheers oldjim , i was thinking the same as you wrote.
Mark
Community Gaffer
Community Gaffer
Posts: 13,908
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Registered: ‎04-04-2007

Re: Quick Question on MAC Code

Quote from: markrach
Im not on a 12 month ot 18month contract ?. so i was told incorrect info by the CSC the last time i called.

Whilst you're not on a 12 month contract there are deferred costs that you would have to pay if you left. Drop me a PM or raise a ticket if you'd like information on what they are. Having said that we can't withold a customer's MAC just because they owe us money, we still have to provide it within 5 days.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

markrach
Grafter
Posts: 311
Registered: ‎22-10-2008

Re: Quick Question on MAC Code

So another porkie from CS  Grin , Are they trained to do this as it worked with me , having such a big number thrown at me put me off completely
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Quick Question on MAC Code

Mark - The fee they quoted you at the time (domain, hardware and cease) was correct.
We can't withhold a MAC Code based on outstanding charges though.
Community Veteran
Posts: 19,106
Thanks: 446
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Registered: ‎31-08-2007

Re: Quick Question on MAC Code

Cease? with a MAC?
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Quick Question on MAC Code

The cease charge is present on all account as a deferred contract.
We then check after the account has migrated out or has been cancelled to see if it is a migration or a cease and write off the charge where applicable.
Community Veteran
Posts: 19,106
Thanks: 446
Fixes: 21
Registered: ‎31-08-2007

Re: Quick Question on MAC Code

Thanks for the clarification.
markrach
Grafter
Posts: 311
Registered: ‎22-10-2008

Re: Quick Question on MAC Code

When the EU pays the cease fee and did migrait to another ISP the EU then has this refunded then ?
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Quick Question on MAC Code

Absolutely, yes.  This very, very rarely happens though, because we check every single account that leaves us.
We would generally rather avoid a referendum Smiley
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markrach
Grafter
Posts: 311
Registered: ‎22-10-2008

Re: Quick Question on MAC Code

Wink Cheers James.
markrach
Grafter
Posts: 311
Registered: ‎22-10-2008

Re: Quick Question on MAC Code

Any chance of a responce on my ticket (As per Bob's idea) regarding total cost etc .
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Quick Question on MAC Code

Hi Mark,
I've dropped you a quick message.
Can you give our Customer Options Team a ring on 0845 140 6002.
Quote what Bob has told you and ask them to speak to either him or me if they are not sure.  They handle all the cancellation and mac requests.