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No MAC after 7 days - tearing my hair out.

mikko
Grafter
Posts: 288
Registered: ‎30-07-2007

No MAC after 7 days - tearing my hair out.

From a Metronet customer (again):
I phoned to get my MAC key. On : 2009-12-21 at 17:02:27 I was told on ticket No. 31292927 "We're now in the process of generating your MAC Key. This will take about 4 days to do. "
7 days have passed and still no MAC key.
I sent a PM to Oliver Ibbotson and tried various other methods (eg reply to customer support, which bounced).
All to no avail.
Is it true that Plusnet has some connection with Tiscali? If so, that would explain a lot.
I joined Metronet in April 2004 and for several years Customer Support was magic as was the discussion forum.
According to the OFCOM Migrations Authorisation Code (MAC) Broadband Migrations Proces, Metronet are definiately in contravention.
For example: from article A1.5:
A1.5 The Communications Provider shall communicate the MAC to the End-User in writing by letter and/or by e-mail within five working days of receipt of the End-User’s request.
(Note: I have just tried phoning again but got cut off at the 5.30pm deadline.)
So how about it, Metronet? Can I have my MAC now please? (You have my email address, phone numbers and records of my ticket requests). I don't want to have to resort to OFCOM.
Mikko Cry
34 REPLIES
VileReynard
Seasoned Pro
Posts: 11,077
Thanks: 278
Fixes: 11
Registered: ‎01-09-2007

Re: No MAC after 7 days - tearing my hair out.

working days.

pierre_pierre
Grafter
Posts: 19,757
Registered: ‎30-07-2007

Re: No MAC after 7 days - tearing my hair out.

and PN hate Tiscali/Talk-Talk
mikko
Grafter
Posts: 288
Registered: ‎30-07-2007

Re: No MAC after 7 days - tearing my hair out.

Thanks for the (short and snappy perhaps?) replies.
OK, it's 5 working days. As mentioned in my original post 'How to get a MAC without phoning?' I'm now in the USA so don't know if  Monday 28th was a working day (it was here)? Either way my MAC would be due on 29th or 30th. Therefore I have to appologise
Glad to hear that PN hates Tiscali/TalkTalk (don't become like them). Wouldn't go there, but am trying to get to Surfanytime ADSL 2+ before their special offer expires at midnight on 31/12/09. So here's hoping metronet customer support can be as good as they were in the pre-PN days.
i was thinking of taking a metronet/PN special offer for ADSL 2+  that I was offered on the phone when asking for the MAC. However, PN reviews on ispreview.co.uk are patchy, especially re customer service whereas Surfanytime has just about solid 5 star ratings. So far my internet connection with Metronet has been solidly reliable though not fast at 3.5 Mb/s line profile, sync at 4.5 Mb/s (on 'up to 8Mb/s service) but I don't want to risk having a problem and having to deal with PN customer service. Returning my calls as twice promised might have given a better impression.
That's my honest feedback.
mikko
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: No MAC after 7 days - tearing my hair out.

Hi Mikko,
I've checked your account and it looks like you now have the MAC? Sorry to see you go if you do decide to leave us.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
mikko
Grafter
Posts: 288
Registered: ‎30-07-2007

Re: No MAC after 7 days - tearing my hair out.

I must sau that after almost 6 years with Metronet, my first and onlt broadband provider, I feel some loyalty.
If my excursion to the other ISP doesn't really work out would you welcome me back with a good offer?
reserved
Grafter
Posts: 617
Registered: ‎08-11-2008

Re: No MAC after 7 days - tearing my hair out.

Quote from: mikko
If my excursion to the other ISP doesn't really work out would you welcome me back with a good offer?

Why not ask for an excellent offer to stay?  Wink
mikko
Grafter
Posts: 288
Registered: ‎30-07-2007

Re: No MAC after 7 days - tearing my hair out.

OK, what would excellent be?
reserved
Grafter
Posts: 617
Registered: ‎08-11-2008

Re: No MAC after 7 days - tearing my hair out.


Try naming your price
pierre_pierre
Grafter
Posts: 19,757
Registered: ‎30-07-2007

Re: No MAC after 7 days - tearing my hair out.

If James the ghost was here he would phone you are make suggestions, but you have made it difficult and cleared off to Yankee Land
mikko
Grafter
Posts: 288
Registered: ‎30-07-2007

Re: No MAC after 7 days - tearing my hair out.

I'm only here on holiday. The phone numbers can be found in my ticket correspondence - same numbers PN failed to phone twice
mikko
Grafter
Posts: 288
Registered: ‎30-07-2007

Re: No MAC after 7 days - tearing my hair out.

Dear    * reserved
How about ADSL2+ (up to 24 Mb/s), no traffic shaping at any time including P2P, Usenet and FTP traffic, ie "100% no transfer limits, no port blocking, no throttles......just pure Internet". Free wireless modem/router, free migration (no setup fees of any kind), unlimited bandwidth usage, 30 day contract, no "exit" fee if I migrate away. Geographical 01 or 02 phone number for all contact purposes, UK based customer support call centres and provision of MAC online.
All for less than £15.99/month?
Moderator
Moderator
Posts: 27,082
Thanks: 1,795
Fixes: 145
Registered: ‎14-04-2007

Re: No MAC after 7 days - tearing my hair out.

You might get it for £1599 / month Wink  (leased line)

Customer and Forum Moderator. Windows 10 Firefox 62.0.3 (64-bit)

Community Veteran
Posts: 6,735
Thanks: 12
Registered: ‎02-02-2008

Re: No MAC after 7 days - tearing my hair out.

Quote from: mikko
Dear     * reserved

I get most of that for £17.50pm. About to go up a bit with VAT of course.
(Call centres are 0800 though not in UK but pretty good nonetheless.)
VileReynard
Seasoned Pro
Posts: 11,077
Thanks: 278
Fixes: 11
Registered: ‎01-09-2007

Re: No MAC after 7 days - tearing my hair out.

I see that BE Broadband are to offer £7.50/month broadband service upto 8Mbps, 40GB limit, no traffic prioritisation, call centre in Bulgaria.
[12 month contract though].