Left Plusnet months ago - being asked for MAC by BT

[#1]

A friend left a few months back, but is now being asked for a MAC by BT.
I'm guessing that is not correct - but is it possible there is still a flag on the line indicating it is still in use? Is there a way to check that.
Failing this, is it possible for plusnet to generate a MAC under these circumstances?

Thanks

[#2]

Can you pm the username or phone number if you don't know it and I will flag it up for staff otherwise they won't be able to help

[#3]

Its' OK - I think she's sorted now. Found  a BT Person with a clue.

[#4]

Glad to hear it tonyAtplus,
If there are any further issues though, please drop me a DM and I'll take a look into this for you.