I think I posted elsewhere, a way back, that the 5 day period arose because originally it was much less automatic getting a MAC from Openreach and forwarding it to customers. Five days did seem rather a generous allowance even then, but one could see the need for a grace period for the ISP.

But once fully automated systems were available, there is no need at all for it taking more than a few minutes. Just like a phone rental move generates an email from most SPs asking if the request is genuine and can the SP change the customer's mind, the MAC could be issued ASAP in an email containg suitable blurb to try to retain the customer.

If they really insist on giving the user time to think about an offer, or attempt to resolve any current issues (or at least get it under way), 24 hours would be sufficient.

5 days because that's what OFCOM allow is just being [censored]-minded!

Also a MAC doesn't have to be used.

A good service in giving a MAC has more chance of keeping the customer
than getting a persons back up, also certainly less chance of returning.

Thanks for providing the MAC earlier than expected Matthew!

It's been raised and our team leader has talked about it with the relevant people in the business.

Unfortunately it's not changing at the moment though we will keep pushing, but of course if anything does change we'll make sure to announce it.

Hopefully you and the staff that frequent the forum will not take it personally if the criticism continues. Perhaps a look at the strength of feeling from Plusnet customers on here may make a difference in the future.

Not at all, though thanks for the reassurance

We'll certainly be taking the feedback on board and referring to it during any discussions.

Seconded, though as a recommender not a customer. I think all you reps here do a great job, even if I disagree with things at times.