Cannot progress order - MAC code required but no MAC code to give
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Cannot progress order - MAC code required but no MAC code to give
28-10-2012 3:02 PM
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I've been told that my order that I placed this morning cannot be progressed without a MAC code from the current ISP (Virgin) at the property. I'm moving back into my own flat on Wednesday and I've had tenants in there for the last year. They switched to Virgin ADSL2 shortly after moving in, and Virgin issued my flat a new phone number. It was a BT line before that, I was actually with Plusnet for several years before I had to temporarily move out of home and let it to a friend.
My tenants moved out last week and cancelled their broadband, but the Virgin phone number is still active until November 1st. I've been charged the first months fee for my package by Plusnet already, but told that I need to provide a MAC code from Virgin before the order can go ahead. I'm not sure how I'm supposed to provide a MAC code because the broadband has already been deactivated, I thought that means that it's not possible to generate a MAC code now, maybe someone could correct me if I'm wrong on that point. Doesn't MAC stand for Migration Authorisation Code? I'm not migrating, I'm a new customer.
Regardless, I would like to know where we go from here because it seems to me that Plusnet have already charged me for a service that they cannot provide until I provide something that no longer exists. Doesn't seem quite right somehow. I'm not migrating suppliers, I'm moving back into the property I've letted for the last year. I'm a new customer. There isn't a broadband service active on the line in question at the moment. Just a Virgin phone number which isn't in my name, and which will expire on November 1st. Could someone from Plusnet possibly take a look at this for me?
Many thanks
Re: Cannot progress order - MAC code required but no MAC code to give
28-10-2012 5:07 PM
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I don't think the provisioning team work weekends but hopefully they'll get onto this tomorrow. The Digital Care Team will also be back tomorrow and should drop by here.
Re: Cannot progress order - MAC code required but no MAC code to give
29-10-2012 10:42 AM
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Re: Cannot progress order - MAC code required but no MAC code to give
29-10-2012 2:35 PM
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Welcome to the community forum!
I've had a look over your account and your broadband line is still showing that Virgin are owners of your line. If you are wanting to keep your phone number then I would suggest calling Virgin and asking them to check if there is any 'active asset' on your line, your account may be showing as closed but the line is certainly still with them. Explain that you are in the process of signing with another provider and you also require a MAC code.
The only other option is for us to do a working line takeover but this would mean losing your number which I understand you do not want to do.
Let me know how you get on.
Re: Cannot progress order - MAC code required but no MAC code to give
29-10-2012 4:12 PM
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I can't ring Virgin and talk to them about it because I am not the account holder. As I already stated, it was my previous tenant's account which has now been cancelled (or not). Regardless, they have moved out now and I am moving back in. I wanted a full line takeover or whatever it's called, that's what I thought I ordered in the first place. Broadband, Line Rental and Calls. Isn't that a full line takeover?
Re: Cannot progress order - MAC code required but no MAC code to give
29-10-2012 5:08 PM
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Re: Cannot progress order - MAC code required but no MAC code to give
29-10-2012 5:14 PM
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It looks like we were awaiting the MAC key but I can place the working line takeover for you.
Re: Cannot progress order - MAC code required but no MAC code to give
29-10-2012 5:40 PM
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Re: Cannot progress order - MAC code required but no MAC code to give
30-10-2012 8:14 AM
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It's then a simple case of transferring your number to the stopped line is it not? And a simultaneous provide for the Broadband. As this is not LLU the process should not be any problem.
Re: Cannot progress order - MAC code required but no MAC code to give
30-10-2012 9:12 AM
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Re: Cannot progress order - MAC code required but no MAC code to give
30-10-2012 9:16 AM
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Quote They switched to Virgin ADSL2
Re: Cannot progress order - MAC code required but no MAC code to give
30-10-2012 9:35 AM
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Re: Cannot progress order - MAC code required but no MAC code to give
30-10-2012 9:37 AM
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Re: Cannot progress order - MAC code required but no MAC code to give
30-10-2012 1:43 PM
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Please let me know if there is anything else I can do.
Re: Cannot progress order - MAC code required but no MAC code to give
30-10-2012 1:57 PM
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