MAC code required??
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MAC code required??
15-09-2014 7:57 PM
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But this week I was informed by email from Plusnet that £12.49 would be coming out of my account. Upon checking my account on here it showed that I was being billed for broadband (without telephone) for the coming month. Upon phoning today I was told that I should have got a MAC code to transfer to Sky and I have now been charged the £30 cessation fee, and I should bring up with Sky that I've had to pay this.
So I called Sky, who told me to take it up with Plusnet! I did receive an email from Plusnet within a few hours of making my Sky order, confirming that my line was going to be changing over, but neither side made any mention of requiring a MAC code.
Can anyone please help/advise??
Re: MAC code required??
15-09-2014 8:07 PM
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Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: MAC code required??
16-09-2014 9:31 AM
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Sorry to hear of the confusion caused during your migration away to SKY. I've asked a colleague in the Billing department to have a look into this and it seems we didn't receive the correct cease code for the broadband which meant that the system assumed that the cessation fee would be applicable. I've just tried to call you but there was no answer, can you send me a PM with a number I can reach you on and I can then discuss this in full with you?
Re: MAC code required??
16-09-2014 9:44 AM
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Re: MAC code required??
16-09-2014 10:27 AM
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We seem to be getting a few of these Linn. It looks suspicIously like BTw/OR trying to generate extra revenue by charging both the llu operator and the losing ISP for the transfer. The problem is that, to the end user ( and probably to PN ) , it's all 'smoke and mirrors' , only BTw & OR know what's really happening and if they want to use the wrong transfer code , what's to stop them ?
Quote and it seems we didn't receive the correct cease code for the broadband
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: MAC code required??
16-09-2014 11:15 AM
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This was slightly different to the others that you're on about, without going into too much detail - in this situation we didn't receive the order for the broadband service to be ceased as part of the transfer. This is more than likely just a system error.
Quote only BTw & OR know what's really happening and if they want to use the wrong transfer code , what's to stop them ?
Ofcom. If there is enough evidence to prove that this is what is happening then Ofcom would have a lot to say about this.
This particular issue has now been resolved with the OP.
Re: MAC code required??
28-09-2014 2:42 PM
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I hope you or someone else can help me with this!
Re: MAC code required??
29-09-2014 10:12 AM
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I'll arrange this refund to be processed for you. As the account is closed down and the Direct Debit instruction is no longer active it'll have to be refunded in cheque form. Sorry for any inconvenience this may cause.
Please allow 7-10 days for the cheque to reach you. If you'd like the cheque to be sent to a different address to the one that's on your account please send me a PM with an alternative address and I'll get that updated for you.
Re: MAC code required??
29-09-2014 9:58 PM
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Re: MAC code required??
30-09-2014 10:29 AM
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Feel free to get in touch on here if you've still not received the cheque in a couple of weeks.
Re: MAC code required??
30-09-2014 4:06 PM
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I have the exact same problem. I switched my phone & broadband over to sky on the 5th sept - today I have had a bill from plusnet for £9.99 (broadband charge). Upon calling plusnet to see what this was for I was told that sky never advised them that I was changing over (even though I received an email from plusnet to say they were aware I was changingon the 6th sept). I was also told I had to pay a cessation fee of £30.
Ive called sky & had a 30min conversation with them & they have told me I need to contact plusnet!
Please help!
Re: MAC code required??
01-10-2014 11:39 AM
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Plusnet would not let me speak to a manager/team leader yesterday about this & told me to ask on here!
Really dont want to have to goto ofcom which is what sky have advised me to
do.
Re: MAC code required??
01-10-2014 1:32 PM
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Sorry for the confusion here. I can see that we are looking into writing the bill off for you now. The only thing outstanding will be any additional call charges (if necessary).
Matty
Re: MAC code required??
01-10-2014 2:25 PM
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does this mean I will get a reply or confirmation of this from someone ?? & can I expext a refund ?
Re: MAC code required??
01-10-2014 2:28 PM
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I'll pop you an update on Ticket: 92342425.
Matty
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