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Standard User Briphil
(newbie) Wed 11-Jul-12 19:45:05
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How long does it take to get a Zen MAC code


[link to this post]
 
Requested a MAC code Monday 9th of July 12 so i can migrate my adsl line, its Wednesday evening now 11th and still waiting, logged onto portal nothing mac code request untouched, emailed support this morning waited all day nothing
Really poor cant be that big of a job beginning to think they are just stalling me?
Anyone else had this trouble?
Standard User lodge
(committed) Wed 11-Jul-12 22:02:49
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Re: How long does it take to get a Zen MAC code


[re: Briphil] [link to this post]
 
No, you can just get it through the portal can't you?
Standard User Briphil
(newbie) Wed 11-Jul-12 22:24:25
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Re: How long does it take to get a Zen MAC code


[re: lodge] [link to this post]
 
Yep
Done that and at the end it says the request will be reviewed by the cancellations team and a mac code emailed, problem is 3 days and counting and no reply from support email
Not good eh?


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ISP Representative SkyFire
(isp) Thu 12-Jul-12 09:04:42
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Re: How long does it take to get a Zen MAC code


[re: Briphil] [link to this post]
 
Support don't process MAC code requests, so this would have been assigned to the people who deal with cancellations.

Can you PM me your username and the email address you contacted us from please, so I can look in to this for you?

regards,
Phil.

--
Phil Long
ZeN Performance and Process Improvement Manager

Please note, I will not respond to unsolicited private messages.
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User Briphil
(newbie) Thu 12-Jul-12 18:39:03
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Re: How long does it take to get a Zen MAC code


[re: SkyFire] [link to this post]
 
Details sent to you
Checked again tonight nothing
NO Mac code
No response to email
Really disappointed it is made so difficult
Let me know please if you would tommorow why the delay and no response
thanks
ISP Representative SkyFire
(isp) Fri 13-Jul-12 09:10:01
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Re: How long does it take to get a Zen MAC code


[re: Briphil] [link to this post]
 
I've contacted the team responsible for MAC generation and will let you know what happens. It can take up to 5 working days for a MAC to be issued though, so if your original request was raised on Monday evening, for example, then it could take up to this coming Monday for a MAC to be issued.

regards,
Phil.

--
Phil Long
ZeN Performance and Process Improvement Manager

Please note, I will not respond to unsolicited private messages.
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User TheHorseman
(knowledge is power) Sat 14-Jul-12 14:58:47
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Re: How long does it take to get a Zen MAC code


[re: SkyFire] [link to this post]
 
Things have gone downhill since I was with Zen. When I left I phoned up and was given the MAC over the phone there and then.

BT -> Zen -> F2S -> Bulldog -> Be* -> BT Infinity 2
Say it with flowers, give her a Triffid smile
ISP Representative SkyFire
(isp) Sat 14-Jul-12 15:04:40
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Re: How long does it take to get a Zen MAC code


[re: TheHorseman] [link to this post]
 
A 'phone call would have been quicker in this case. There were some issues that have led to a delay in this case, unfortunately. frown

regards,
Phil.

--
Phil Long
ZeN Performance and Process Improvement Manager

Please note, I will not respond to unsolicited private messages.
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User Briphil
(newbie) Sun 15-Jul-12 18:47:06
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Re: How long does it take to get a Zen MAC code


[re: SkyFire] [link to this post]
 
Hi Phil
Did phone originally and was told i had to submit a request on the portal
Thanks for your intervention though, one of your girls called today and said you had called and gave me the MAC address immediately she also let me know the reasons for the delay, just needed an email that way i would have know from day one it was on its way
Interestingly enough the reason for asking for the MAC in the first place was due to support not looking to upgrade my line anywhere near quickly enough, but it appears that this may not now be an issue so i will contact them tomorrow
Standard User techguy
(committed) Sun 15-Jul-12 19:06:39
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Re: How long does it take to get a Zen MAC code


[re: Briphil] [link to this post]
 
Before you do jump ship bear in mind that if you were requesting a change from ADSL to ADSL2+ this change is dependent on BT as is the case for any ISP using BT ADSL circuits and BT are a law unto themselves.

Virgin (ADSL) => Namesco => Newnet => O2 => Plusnet => Zen => Newnet => Zen Lite 8000
Note: I don't lay turf for anyone. astro or otherwise, all views and opinions expressed are my own based on experience.
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