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MAC code from BT - dragging heels

pb123
Dabbler
Posts: 19
Thanks: 1
Registered: 05-09-2014

MAC code from BT - dragging heels

I have just signed up to Plusnet.  I can not progress my order without a MAC code from BT. Even though my account with them is completely up to date, they are quoting 7 - 10 days by email in order to obtain this MAC code to migrate from BT(BT wholesale) To Plusnet(BT wholesale)....  How do I or can I expedite this?
15 REPLIES
Community Veteran
Posts: 38,307
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Registered: 15-06-2007

Re: MAC code from BT - dragging heels

Moved here as it is more appropriate
OFCOM rules are that it has to be provided in 5 working days
Community Veteran
Posts: 6,332
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Registered: 30-07-2007

Re: MAC code from BT - dragging heels

According to Ofcom regulations http://ask.ofcom.org.uk/help/internet-service/MAC , a MAC code MUST be issued with 5 working days.
If they're not meeting that then tell them you will contact Ofcom.
Edit: sorry if I repeated what you said Jim, it advised me there was a new post but didn't show me it!! so I posted anyway. Smiley
Razorback
Grafter
Posts: 208
Registered: 08-08-2014

Re: MAC code from BT - dragging heels

Phone them ( 0800 800 150.works). Once you are through to the right dept ask for your Mac Code, refuse to answer any questions, just keep asking for your Mac code With me I had to repeat it 3 or 4 times. They can issue the MAC code over the phone you dont have to wait for them to email. Make sure it is in correct format similar to AAAANNNNNNNN/AANNA.
slavo71
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Registered: 05-09-2014

Re: MAC code from BT - dragging heels

Quote from: pb123
I have just signed up to Plusnet.  I can not progress my order without a MAC code from BT. Even though my account with them is completely up to date, they are quoting 7 - 10 days by email in order to obtain this MAC code to migrate from BT(BT wholesale) To Plusnet(BT wholesale)....   How do I or can I expedite this?

I asked BT for my MAC on the 23/8/14 and they said it would take 5 days via email. Five days came and went so I called them, they said that it had been sent!!! I told them that it hadn't so they gave it me over the phone there and then.
AFTER I had used it to sign up with Plusnet they sent it me via email....twice!
Use this number to call them, it's a UK based call centre so you will get it straight away: 01324 452504 (It's there special offers line predominantly, but they'll sort you out). This shows you the area code so you will not get stung for a peak rate number http://www.area-codes.org.uk/01324.php
Razorback
Grafter
Posts: 208
Registered: 08-08-2014

Re: MAC code from BT - dragging heels

Also if they refuse to give the MAC code over the phone, hang up and ring back a few minutes later. You should get someone else who will oblige.
pb123
Dabbler
Posts: 19
Thanks: 1
Registered: 05-09-2014

Re: MAC code from BT - dragging heels

STAVO71 - you have made my day - i called that number and got the MAC code over the phone within 5 minutes - amazing!!  Thank you to all
slavo71
Rising Star
Posts: 135
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Registered: 05-09-2014

Re: MAC code from BT - dragging heels

You're welcome, I'm glad my first post was a helpful one  Wink
No T in my name though  Grin
pb123
Dabbler
Posts: 19
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Registered: 05-09-2014

Re: MAC code from BT - dragging heels

I spoke too soon.
The MAC code has been rejected by Plusnet saying its expired even though it was only (supposedly) generated yesterday.  I called BT again (01324...) and after much enquiry told me its because "Plusnet have not made an Advice of Transfer to them...." !??  what does this mean - cant get through to Plusnet customer services but thats another story...
MattyC
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Registered: 10-04-2014

Re: MAC code from BT - dragging heels

Hi pb123,
Are you ok to PM the MAC key to me? The specification of it should be:
4 letters, 8 numbers, a forward slash, 2 letters, 2 numbers, 1 letter. For example: LLLL12345678/LL90L.
If it's fine or just needs a minor tweak then I may be able to place your order straight away.
Thanks
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
pb123
Dabbler
Posts: 19
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Registered: 05-09-2014

Re: MAC code from BT - dragging heels

thanks Matt - have messaged this to you
MattyC
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Registered: 10-04-2014

Re: MAC code from BT - dragging heels

Turns out it is an invalid MAC key.
Really sorry to be the bearer of bad news pb123. Chances are you will need to run it past BT again.
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Community Veteran
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Registered: 30-07-2007

Re: MAC code from BT - dragging heels

Quote
called BT again (01324...) and after much enquiry told me its because "Plusnet have not made an Advice of Transfer to them...." !??  what does this mean
Sounds like BT are giving you the run around. I would guess that the 'Advice of Transfer' is what gets sent to them (by Btw?) when PlusNet use the MAC. However if the MAC is invalid/expired then they can't use it. MAC codes will expire if not used for 30 days I believe.
pb123
Dabbler
Posts: 19
Thanks: 1
Registered: 05-09-2014

Re: MAC code from BT - dragging heels

back to BT  "sorry there's nothing we can do - you will get it in 5 days...."  I am driven to despair with these people.
pb123
Dabbler
Posts: 19
Thanks: 1
Registered: 05-09-2014

Re: MAC code from BT - dragging heels

pressure and stropiness works - all sorted - thank you everyone today