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faulty MAC code

longlostpoet
Dabbler
Posts: 10
Registered: 03-02-2011

faulty MAC code

Sad
since September i have been attempting to leave Plusnet.
attempt no: 1 was thwarted by a long delay in providing the Mac code
no: 2 Mac code given to new supplier ( U W ) code was wrong, was not accepted by BT tag
Plusnet confirmed Mac code to be correct......
U W tried to use code once more, incorrect code....
Plusnet tried to confirm code and would ring me back that afternoon............
next day @ 10:30 am i rang them and explained the problem....
"no problem, i'll ring you back either later today or tomorrow morning"
still waiting !
next day i rang again, explained the situation and refusing to have the bad Mac code ratified i asked for a completely NEW Mac code !
that was earlier this week just gone.
so far i have not received any notification of any new Mac code !
~
customer service is very poor !
why don't they work on Saturdays ?
i have spent a small fortune on the phone to both parties !
~
and i want my Mac code more than ever to get to U W as soon as possible !
13 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: faulty MAC code

The MAC we provide is direct from the BT systems so it's unlikely to be incorrect. Are there any 0 or O's in it?
We can only provide 1 MAC per 30 days for a line, it's not physically possible to generate another MAC until the previous one has been used or expired.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Moderator
Moderator
Posts: 26,420
Thanks: 1,450
Fixes: 81
Registered: 14-04-2007

Re: faulty MAC code

Using Copy and Paste is the best method to use when transferring codes if at all possible.

Customer and Forum Moderator.

To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
longlostpoet
Dabbler
Posts: 10
Registered: 03-02-2011

Re: faulty MAC code

well Chris Parr is WRONG because his own call centre told me they were having numerous problems regarding MAC codes being refused by BT tag.
~
now after another phone call instigated by me have been told that BT have re-issued the original MAC code
told UW who were mildly surprised at this and were bemused by the whole sorry affair of plusnets lack of regard for their customers, even if they are leaving
i might want to change again in the future....
you can bet it will not be back to plusnet...  !
plusnet should be badnet ! Angry
Community Veteran
Posts: 26,678
Thanks: 900
Fixes: 10
Registered: 10-04-2007

Re: faulty MAC code

Have you compared the first and second codes? Are they very different?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Community Veteran
Posts: 6,313
Thanks: 86
Fixes: 3
Registered: 08-01-2008

Re: faulty MAC code

How is Chris wrong?
He correctly stated that the MAC code comes from BT systems (as is the case for all ISPs using BT wholesale).
This doesn't preclude the BT systems being at fault but would be something entirely outside the control of PlusNet.
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: faulty MAC code

I'm sorry if you weren't happy with my reply, however what I said is correct. Looking over your account it appears that we provided the same MAC again to you which would indicate a problem outside of our control if that's now working.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
longlostpoet
Dabbler
Posts: 10
Registered: 03-02-2011

Re: faulty MAC code

All..
during lengthy phone calls on numerous times with your customer services, i was informed by one of pnets staff that i was not alone and that they were having the same problem with many customers MAC codes being incorrect though given as true at the time.
~
w3
hes wrong because he stated that it was unlikely to be incorrect !
~
last given MAC code by pnet, repeat of existing code,  invalid !
now waiting for a FRESH correct MAC code from pnet........................
and hoping..... Angry
Community Veteran
Posts: 6,313
Thanks: 86
Fixes: 3
Registered: 08-01-2008

Re: faulty MAC code

I can only assume that PlusNet would be escalating this issue with their supplier as the problem must be affecting other users & other ISPs using BT Wholesale for both incoming and outgoing customers.
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Plusnet Help Team
Plusnet Help Team
Posts: 13,251
Thanks: 196
Fixes: 62
Registered: 27-04-2007

Re: faulty MAC code

Quote
i was informed by one of pnets staff that i was not alone and that they were having the same problem with many customers MAC codes being incorrect though given as true at the time.

Being honest it's the first we've heard of this. I'll make sure we remain vigilant in case this starts to become a widespread issue.
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: faulty MAC code

HI longlostpoet,
I'm sorry about this. One of the senior COT agents is contacting our suppliers regarding this issue and will update your ticket as soon as there's any more information - unfortunately it could be up to 48 hours.
longlostpoet
Dabbler
Posts: 10
Registered: 03-02-2011

Re: faulty MAC code

new MAC key given 19 dec 2011
as of 31 dec 2011 it is not a valid MAC
just cant get away from this lot !
longlostpoet
Dabbler
Posts: 10
Registered: 03-02-2011

Re: faulty MAC code

click on this link for more news of plusnet failure : -
.
http://www.gogadgetnews.com/
.
plusnet ? = lessnet
Plusnet Help Team
Plusnet Help Team
Posts: 13,251
Thanks: 196
Fixes: 62
Registered: 27-04-2007

Re: faulty MAC code

Sorry to hear you're still having issues with that @longlostpoet I'll make sure I pick this up when I'm back in the office tomorrow.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team