ISP delay Mac Code

[Steven W]

I'm in the process of switching broadband providers, but my current provider is taking ages to give me the Mac code. I've been chasing it for over 10 days now. Is that normal?

They say they will email me when they have it.

[Lee H]

After a request for a MAC it should be provided by the ISP within five working days.

Ofcom states the following on their website;

Please remember that if you are still under contract to your old Internet Service Provider (ISP), you may still be liable for payments under that contract. So if you want to switch ISPs, you may still need to pay for the remainder of your old contract.

There is a mandatory Migrations Authorisation Code (‘MAC’) Broadband Migrations Process which all Broadband Internet Service Providers are required to follow which sets out how they will handle customer requests to move from one ISP to another.

Where the problem remains unresolved, make a formal complaint to Ofcom.

As such, phone them again and state you want it NOW and if they cannot give it you, speak to their complaints department and if this does not work, the last place to turn is to ofcom.

Other than that - write a nice piece for Hexus and name and shame them

[Barry]

You should normaly get it within a few days, it's BT wholesale (if BT line) that issue the mac code so you could phone them and ask them for it, I've done this in the past when pipex messed me around

[Lee H]

It's not Tiscali by any chance is it ?

[moogle]

I'm in the process of switching broadband providers, but my current provider is taking ages to give me the Mac code. I've been chasing it for over 10 days now. Is that normal?

They say they will email me when they have it.

Shouldn't take that long. It took Be* 24h to "generate" mine. Whether or not they generated one or were that lazy to tell me it was still pretty quick

[aidanjt]

It's a big fat lie, MAC codes can be instantly retrieved. They're just trying to screw more money out of you.

[dangel]

Yup - usually they give you one then and there whilst you're on the phone. Tell them they're violating OFCOM rules and that you want it immediately.

[jackvdbuk]

It's a big fat lie, MAC codes can be instantly retrieved. They're just trying to screw more money out of you.

what i thought to be honest, what exactly do they have to do to get this code?

[Lee H]

what i thought to be honest, what exactly do they have to do to get this code?

I thought it's a case of speaking to BT wholesale, getting the code and then relaying it back to the customer.

The reason I asked if he's on tiscali is I've heard that they tend to do bulk requests rather than the dribs and drabs that filter through and this might account for the delay.

[Barry]

it is done via BT wholesale, they send requests out at the end of the working day

[Steven W]

Thanks Lee, I phoned them up and mentioned the Ofcom site. What do you know, the MAC code was sent to me via email within 10 minutes of hanging up.

[Lee H]

Thanks Lee, I phoned them up and mentioned the Ofcom site. What do you know, the MAC code was sent to me via email within 10 minutes of hanging up.

That's good news - Now more importantly, Which ISP are you migrating across to?

[Giraffe]

TalkTalk?

[Carlh]

TalkTalk?

hahahahaha

Serious suggestion time however

I would say Be* if you can get it in your area..

If you want a referral to join feel free to PM me with your address

[Steven W]

Sky, I've gone for the overall package. SKY plus, Sky talk and Broadband. I'm a bit nervous about it, but I'm trying to save money and by doing this I more than half my existing broadand and phone package.