So it's been many days since this:
Thank you for your email – Normally we respond to within 24 hours, however, sometime this isn’t possible so please bear with us if you haven’t heard from us within this time.
Your support request has been given an incident number. This is xxxxxxxx. Please use this number in the subject line of any emails you send us regarding this issue.
We will be in touch again in the near future.
TalkTalk Customer Services
I have requested a MAC code but of course, they are not interested in that are they? Just bombarding me with stupid marketing spam which I'm glad to note that Gmail sees as just that and dumps it straight away with no intervention from me. Oh, and also providing me with appalling speeds in the evening when our business line next door is still flying on BT.
Who can I complain to? I want rid of this despicable company.
Are you FULLY LLU'D UP (FMPF=PTSN+ADSL) you pay tt line rental instead of bt?
If this is the case then they are not required to supply a Mac code, ofcom will tell you the same thing, but if you, say only have a calling plan and broadband with tt, and pay bt line rental,(SMPF) then they must supply you a mac code within the 5 working days time frame
Assuming worst case scenario, Full llu(fmpf) what you have to do is firstly formally cancel talk talk giving the required notice period as per their t&c's
(via letter to sign for
) so you can track it and see the name of the person who signed for it,P.O.D.
Then you will need to have your line physically disconnected from talk talks kit at the exchange and re-connected to the bt wholesale system,
either by ordering a return to donor directly with bt retail, or with another telecoms supplier such as the post office(line rental and or calls)
there are several others too, you may have to pay a connection fee with some companies others such as bt.retail will require you to also take a calling plan for a minimum contract term,instead of charging a connection fee,
only then once the line is active again and the bt database has updated will you be able to order adsl broadband from most other suppliers, as most require a working BT line
What is a Migration Authorisation Code (MAC)?
A Migration Authorisation Code or MAC is a unique code which identifies a particular line and enables customers to switch internet service providers smoothly and with minimal disruption.
Once you decide you want to switch broadband provider you ask your ISP for a MAC code.
It consists of four letters beginning with L followed by between seven and nine numbers, a slash, and five alphanumeric characters (e.g. LAEM1234567/1F6HT).
Under Ofcom regulations, where a consumer or small business (with 10 or less employees) wishes to change broadband provider, a MAC must be issued within 5 working days of the request.
Companies must offer at least two methods of providing a MAC (by email, phone or post etc).
You should then present the MAC to the ISP you want to switch to and it will then process the request to migrate and inform you of the transfer date. The service should then be transferred seamlessly and with little or no disruption of service.
However, there are some circumstances where the losing broadband supplier can refuse to provide a MAC. These are:
• the broadband supplier cannot confirm they are dealing with the named account holder
• the broadband service has already been disconnected or in the process of being disconnected
• the broadband supplier has already issued a MAC and it is still valid
• the broadband supplier is unable to obtain the MAC from their own supplier
• the broadband service is supplied through a full Local Loop Unbundling packageIf any of the above apply to your particular service, your broadband supplier must make this clear to you.
Where the MAC process does not apply, the losing broadband supplier should make arrangements for the ‘tag’ to be removed from the line. This should be done within 10 working days and will allow you to have services with the provider of your choice.
If you are having problems switching between ISPs because of problems obtaining a MAC from your existing supplier, click here.
Whilst Ofcom cannot respond to all consumers personally, we are still interested in your experience. The information you give us is used to identify trends and can lead to us investigating a particular company’s behaviour. Although in most instances we will not require further information, we may approach you directly should more detail be required.
Edited by tommy45 (Thu 14-Apr-11 21:50:06)