ordered my mac

Called cancellations just as they opened. Any idea how long ill wait? I know its up to 5 working days but any estimates?

Cheers,
Will.

Hi Will,

The MAC will be added to your ticket on the fifth working day.

Hope that helps,

In reply to a post by orbrey:

Hi Will,

The MAC will be added to your ticket on the fifth working day.

Hope that helps,

Thanks for your reply, I appreciate it but I was under the impression it was "up to" 5 working days. So is there no possibility it could be any earlier?

Simple obstruction. Compare and contrast.

Now that's a good policy . Anyway to speed up Plusnet's MAC Code process?

Dunno. On 4 Feb last year, during a conversation with support about the price rises and the effect on me, I decided to leave O2, and asked her for my MAC.

That was some time during the afternoon. It arrived by email at 17:03. So it isn't just Newnet.

Thanks for the reply. I do hope that plusnet will send it today as I'm desperate for it! The good thing is we spoke to them just as they opened so hopefully I'm first in queue /

Matthew's reply was quite specific . Not "by". "on". Though the FAQs say "within".

Edited by RobertoS (Tue 03-Jan-12 13:38:02)

I know, it's a joke. I have found Plusnet's service somewhat lacking in 2011.

I can't understand why PlusNet hang on to the last minute to issue MACs. It leaves a nasty taste so customers are unlikely to return.

In reply to a post by GeorgeLloyd:

I can't understand why PlusNet hang on to the last minute to issue MACs. It leaves a nasty taste so customers are unlikely to return.

Yeah exactly, I would definitely never ever recommend Plusnet to anyone anymore because of all the little niggles I have had with them. Please, if someone from Plusnet is reading this, expedite my MAC code!

Thanks.

Well, I sent a PM to Bob (bpullen), so fingers crossed it might be quicker

Also, once the MAC is issued it does not have to be used. Causing the customer to wait unnecessarily is likely to cause them to want to leave even more rather than possibly changing their mind.

In reply to a post by brightd:

Also, once the MAC is issued it does not have to be used. Causing the customer to wait unnecessarily is likely to cause them to want to leave even more rather than possibly changing their mind.

My Plusnet connection dropped when first posting this reply lol. Yeah, there is definitely NO WAY I'm coming back after this experience. Once again, if you're listening please expedite my request!

Thanks again...

Every MAC code I have applied for has been given to me there and then over the phone, including BT and the Post Office. In all but a few circumstances, they can raise it on their screen immediately, so I would say they are just being arkward. Not to worry, there are only so many ISP's that can be swallowed up by another group. Soon it will be just BT and LLU.

In reply to a post by m0aur:

Every MAC code I have applied for has been given to me there and then over the phone, including BT and the Post Office. In all but a few circumstances, they can raise it on their screen immediately, so I would say they are just being arkward. Not to worry, there are only so many ISP's that can be swallowed up by another group. Soon it will be just BT and LLU.

Yeah, BT is who I'm switching to anyway so I'll be fine. I am so freaking angry right now though. Also, the funny thing is both BT Retail and Plusnet belong to the BT Group so why the wait if I'm still going with one of them?

Plusnet, if you're reading, expedite my MAC code please

Thanks again.

Hurry and supply the MAC code! I'm not waiting till the 9th like it says on the ticket. Please, today would be nice!

In reply to a post by orbrey:

Hi Will,

The MAC will be added to your ticket on the fifth working day.

Hope that helps,

Hah just found something. The date we were quoted is the 9th (6 working days away).

Can you make it quicker now?

In reply to a post by willsweet2:

In reply to a post by orbrey:

Hi Will,

The MAC will be added to your ticket on the fifth working day.

Hope that helps,

Hah just found something. The date we were quoted is the 9th (6 working days away).

Can you make it quicker now?

5 days is too long but...

If you made the call today as I assume from your OP then :
1 Day - Weds 4/1
2 Days - Thurs 5/1
3 Days - Fri 5/1
4 Days - Mon 8/1
5 days - Tues 9/1

So, provided they get the MAC to you by Tues 9th at the same time as you called (presumably early morning) then it would be within the 5 working days.

My Plusnet connection dropped when first posting this reply lol.

Your connection hasn't dropped today from our RADIUS logs, are you sure it's not your wireless dropping out? Have you tried changing channel on the router?


In reply to some of the other posts on this thread, the MAC is provided within 5 working days to allow the customer to consider any offers they have been made by our Customer Options Team.

Yeah, the problem with that is I have absolutely no ambition to return to Plusnet and would like to switch ASAP, are you sure it's not possible to expedite it because it probably is?!

Thanks again,
Will.

the MAC is provided within 5 working days to allow the customer to consider any offers they have been made by our Customer Options Team.

This is not Plusnet's perogative it is the customers. It is very poor practice and as has been pointed out more likely to alienate the customer than keep them. The customer has fourteen days to consider any offers before needing to use the MAC before it expires.

This is a blast from a poor past.

In reply to a post by chrisparr:

In reply to some of the other posts on this thread, the MAC is provided within 5 working days to allow the customer to consider any offers they have been made by our Customer Options Team.

Exactly! Deliberate obstruction. That is why the MAC has a 30-day validity, and it is not acceptable for Plusnet to add another 5 working days to that.

The same as the refusal to offer a second way of requesting a MAC, and demanding a phone conversation. That is definitely not as per the OfCom requirement.

Given that the OP is quite clear he will not be considering any offers, there is no good reason to prevent him getting on with his migration.

It stinks.

The same as the refusal to offer a second way of requesting a MAC, and demanding a phone conversation. That is definitely not as per the OfCom requirement.

@Robertos

I'm pretty sure you know this already but we accept a written letter too as well as phone calls, so are compliant with the Ofcom regulations there.

In reply to a post by wingco1:

The customer has fourteen days to consider any offers before needing to use the MAC before it expires.

More like 28 days really . The 30 days is up to the point where Openreach accept it as valid following its submission to them by the gaining ISP along with the migration order. The actual migration can be many days later.

Few gaining ISPs are likely to sit on an order for more than a few minutes. Next day perhaps.

In reply to a post by chrisparr:

The same as the refusal to offer a second way of requesting a MAC, and demanding a phone conversation. That is definitely not as per the OfCom requirement.

@Robertos

I'm pretty sure you know this already but we accept a written letter too as well as phone calls, so are compliant with the Ofcom regulations there.

That's a change, as I believe all written requests result in a reply asking the customer to phone. Is that no longer the case?

Thanks everyone for supporting me in this matter, I guess Plusnet don't want the chance of me returning, because that has now gone! I agree, why make me wait if I just want an instant hassle free switch. I have spent half of today stressing about this and searching all over the internet for solutions.

Edit: I might just drop Ofcom a line about this if it isn't sorted by the end of today

Edited by deleted (Tue 03-Jan-12 17:01:46)

@willsweet2

Edit: I might just drop Ofcom a line about this if it isn't sorted by the end of today wink

As above, we're compliant with the Ofcome regulations both for the timescale and the methods of requesting the MAC.

Leave it with me for now and I'll get the MAC as soon as possible (it require circumvention of the normal system process).

Edited by chrisparr (Tue 03-Jan-12 17:02:55)

In reply to a post by chrisparr:

@willsweet2

Leave it with me for now and I'll get the MAC as soon as possible (it require circumvention of the normal system process).

Really, that's great. Thanks so much!!! Try and get it for tonight if possible please!

Thanks again,
Will.

Edit: try and add it to the already open ticket (#50467802) if posssible.

Edited by deleted (Tue 03-Jan-12 17:04:43)

We have our MAC Code now!

Thanks Plusnet

Thinkbroadband forums are beast, wouldn't have gotten this far without them!

Edited by deleted (Tue 03-Jan-12 17:18:10)

In reply to a post by willsweet2:

We have our MAC Code now!

Thanks Plusnet

Thinkbroadband forums are beast, wouldn't have gotten this far without them!

Result! Excellent .

I'm not sure what the "notice" arrangements are, but it is 10 days. So you need to check the start date and whether you need to give it now . Also what are you doing about email facilities?

More like 28 days

My mistake.

In reply to a post by wingco1:

More like 28 days

My mistake.

A lot of people think the migration has to complete during the 30 days. You've probably picked up on someone saying that, because if that were the case than 14 days would be a wise time .

In reply to a post by chrisparr:

In reply to some of the other posts on this thread, the MAC is provided within 5 working days to allow the customer to consider any offers they have been made by our Customer Options Team.

Wow! Just Wow! Deliberately holding up the process so the customer can consider the options? That is low. The customer has 30 *optional* days in which to consider the options, why do plusnet think 5 of them should be mandatory.

I requested my Mac code on 30/12/2011, after a very polite conversation with the person on the end of the phone. I got my mac code on 04/12/2011 (which was actually within 3 working days), and I've had nothing but good experience with plusnet. I've found them as good as Zen, but without the hefty price tag of Zen. Then a few days ago, as per my other post in this forum, everything has gone sour and reading about this policy is the icing on the cake, and has left a bad taste in my mouth. As an IT Manager, I'm often asked by friends, family and co-workers about which ISP to use, and I've recommended plusnet almost exclusively for the past 12 months or so. I'm afraid I'm loathe to do that anymore.

In reply to a post by bryhhh:

I requested my Mac code on 30/12/2011, after a very polite conversation with the person on the end of the phone. I got my mac code on 04/12/2011 (which was actually within 3 working days),

Wow - you actually got code 26 days before you asked for it

In reply to a post by nadger:

Wow - you actually got code 26 days before you asked for it

D'oh! Of course I meant 04/01/2012. I'll edit the post. Thanks for pointing that out.

Edit: Can't edit the above post, too much time passed.

Edited by deleted (Sat 07-Jan-12 17:54:29)

In reply to a post by willsweet2:

In reply to a post by GeorgeLloyd:

I can't understand why PlusNet hang on to the last minute to issue MACs. It leaves a nasty taste so customers are unlikely to return.

Yeah exactly, I would definitely never ever recommend Plusnet to anyone anymore because of all the little niggles I have had with them. Please, if someone from Plusnet is reading this, expedite my MAC code!

Thanks.

Exactly what has happened to me. The most horrible experience I had. Totally unprofessional. Just asked my MAC key.

Hi debian70,

If you're still waiting for the MAC please post a ticket ID or PM me with your Plusnet username and I'll get it sorted for you.

In reply to a post by orbrey:

Hi debian70,

If you're still waiting for the MAC please post a ticket ID or PM me with your Plusnet username and I'll get it sorted for you.

this is the ticket ID 51006150.
Thanks

It's possible that you'll have to now wait until Monday for a response as these guys may not be around at weekend.

He did ask you on Wednesday

Edited by deleted (Sat 21-Jan-12 12:18:56)

Hi there,

I'd just picked up the other thread (cheers for the heads up Nadger) and had gone to update your ticket with the MAC, but one of our support agents has already picked it up for you this morning (I'm sorry for the wait). Hope that sorts things out for you, please let me know if there's any issues with it or there's anything else I can help with.