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Cant get a MAC key

magneta
Dabbler
Posts: 10
Registered: ‎09-02-2011

Cant get a MAC key

Hi
I am a new user.
I have recently moved to a new house and have ordered Plusnet yesterday. The order details mention that i need a MAC key to activate my service.
The problem is, the previous tenant who had a different ISP have moved out of the country. I have no way to contact them and ask for the MAC key. I dont even have an idea about which ISP they were using previously. What should I do in this case? Can Plusnet activate my service without MAC key? I have also raised a ticket #39664620.
Regards
Magneta
22 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,737
Thanks: 266
Fixes: 77
Registered: ‎27-04-2007

Re: Cant get a MAC key

Hi there,
Welcome to Plusnet and to the forums.
Unfortunately a MAC key only works if you were the paying customer for the previous ISP. The procedure here is for the service to be removed altogether before we can re-instate ours. I'll flag your ticket with the appropriate team to make sure we can get the ball rolling with that.
Adam.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
magneta
Dabbler
Posts: 10
Registered: ‎09-02-2011

Re: Cant get a MAC key

Hi Adam
Thanks for the reply. So does this mean I dont have to worry about the MAC key? will the new service be still activated? The previous tenant has closed their ISP.
Regards
Magneta
Plusnet Help Team
Plusnet Help Team
Posts: 13,737
Thanks: 266
Fixes: 77
Registered: ‎27-04-2007

Re: Cant get a MAC key

Hi,
Yes, don't worry about a MAC key one won't be needed.
I've contacted our suppliers to raise a 'tags query' I'm expecting a response by  e-mail within 5 working hours, this should confirm how long it will take for the Sky service to be removed from the line so I'll keep you posted.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Moderator
Moderator
Posts: 27,333
Thanks: 1,893
Fixes: 174
Registered: ‎14-04-2007

Re: Cant get a MAC key

Welcome to the forum magneta Smiley
I hope everything goes well for you but you are in good hands with Adam and the digital Care team Smiley

Customer and Forum Moderator. Windows 10 Firefox 64.0 (64-bit)

magneta
Dabbler
Posts: 10
Registered: ‎09-02-2011

Re: Cant get a MAC key

Hi Adam/Strat
Thanks for your replies. My house owner has a sky TV connection at home. I dont want THAT sky connection to be removed.
I  only want a standalone broadband through the existing BT line number which i have specified in my order. Please let me know if this could be done.
Regards
Magneta
Plusnet Help Team
Plusnet Help Team
Posts: 13,737
Thanks: 266
Fixes: 77
Registered: ‎27-04-2007

Re: Cant get a MAC key

Hi magenta,
This can be done but we BT need to clear the Sky service off the line first before we can activate our broadband on the same line. I'm just waiting for an e-mail back with details about how long this should take.
If I don't get a reply by tomorrow morning I'll chase it up by phone then I'll be in touch with yourself with an update.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
magneta
Dabbler
Posts: 10
Registered: ‎09-02-2011

Re: Cant get a MAC key

Hi
I have not got any updates from your support team yet. What is the status of my order and why has not my internet service been activated yet?  Has the sky service removed from my line ? Please provide further details. I have ordered the service on 8th Feb 2011. No updates as of yet.
Regards
Magneta
Plusnet Help Team
Plusnet Help Team
Posts: 13,737
Thanks: 266
Fixes: 77
Registered: ‎27-04-2007

Re: Cant get a MAC key

I'm very sorry for the delay in getting back to you, I'm chasing this with our suppliers right now.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
magneta
Dabbler
Posts: 10
Registered: ‎09-02-2011

Re: Cant get a MAC key

Thanks for the reply. Could you tell me how long it is going to take? I have been internet less  at home for close to 10 days. Kindly make it quick.
Plusnet Help Team
Plusnet Help Team
Posts: 13,737
Thanks: 266
Fixes: 77
Registered: ‎27-04-2007

Re: Cant get a MAC key

magneta,
We'll all we can, my colleague Matt is also helping with this now. Hopefully we can get this pushed through quickly as we originally notified our suppliers of the issue 6 days ago.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Cant get a MAC key

Right, I've just got off the phone with the tags team and they've said it should be clear by 5pm today... I'll keep an eye on it and see if that actually happens, but we'll be chasing if it doesn't.
Assuming that does all go according to plan we'll be able to get the order placed for you tonight meaning that the broadband should be active next week for you.
magneta
Dabbler
Posts: 10
Registered: ‎09-02-2011

Re: Cant get a MAC key

Thanks. Thats good news. But still fingers crossed for the clearance by 5 pm today.  Please update me once it is done and the date when I would receive my internet.
magneta
Dabbler
Posts: 10
Registered: ‎09-02-2011

Re: Cant get a MAC key

Hi There
Has the service been cleared from my line? What is the update? and Why do I not get a response for my ticket #39664620?
Kindly let me know the date I will get my internet service.
Magneta
Plusnet Help Team
Plusnet Help Team
Posts: 13,737
Thanks: 266
Fixes: 77
Registered: ‎27-04-2007

Re: Cant get a MAC key

magneta,
We're waiting for our suppliers to take action to clear the line before we can raise an order so we can't provide a date just yet I'm afraid, I'm about to start chasing this again now. We'll give you a date was soon as we're able to which hopefully won't take too long.
Thanks for your patience so far,
Adam.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team