Requesting a MAC code

Is there any reason why it takes Plusnet 5 days to issue a MAC code when most other ISPs will do it instantly over the phone or within 24 hours? I don't see the point in making me wait 5 days when the code can be generated in real time. It's not going to push me into the next billing cycle so they aren't going to make any more money by making me wait for it. Yet it might make me think twice about returning to Plusnet in future.

http://forums.thinkbroadband.com/plusnet/f/4078441-o...

'Bad awkward Broadband from Plusnet' - No wonder they need to advertise so heavily.

A bit unfair.

The broadband seems reasonably good. Some of the senior management attitudes look less so, and it can't be easy for the reps on this forum being stuck between them and us.

But the Plusnet MAC procedure is simply disgusting. I think the other thread covers it fairly exhaustively though, including the solution .

In reply to a post by RobertoS:

A bit unfair.

The broadband seems reasonably good. Some of the senior management attitudes look less so, and it can't be easy for the reps on this forum being stuck between them and us.

But the Plusnet MAC procedure is simply disgusting. I think the other thread covers it fairly exhaustively though, including the solution .

Personally I think the reps on here from PN are a good bunch, but they must cringe when this topic is broached.

Plusnet / Chris Parr: Plesae can you expedite my MAC code! I have already considered the options given by the Customer Options Team but I have decided to leave and won't be changing my mind, no matter how many days you deliberately make me wait for my MAC code. Please can you update ticket # 50954884 with my MAC code today.

Hi cram,

I'm sorry for the delay in replying, I've updated the ticket for you as requested.

Hi Matthew

I f you have any influence with the powers-that-be, perhaps you might suggest that Plusnet is shooting itself in the foot a bit with this policy. I think I can cope with the idea that you have to telephone, so that Plusnet can see if there is anything that can be done to retain the custom, especially if it can be done on a telephone number that doesn't cost an extortionate amount of money but, having done this, to then make the (probably soon-to-be former) customer wait another 5 days for the MAC (unless they complain on a forum) seems particularly counter-productive.

I can quite understand that when a MAC is requested PN will want to see if they can resolve issues, suggest a more appropriate account type, make a retentions offer.

But if that fails to change a users mind surely the next hope is that the user finds that the grass is not actually any greener on the other side. If their last memory of Plusnet is a bad taste caused by having to wait 5 days for their MAC (for no reason other than the fact that the OFCOM rules allow them to do so), the last option they will consider is returning to Plusnet!

I cant see any legitimacy in this 5 day wait. Any migrations I have handled were at the point where there was "No Way Back", either because of throttling or caps etc, when a customer calls and says "MAC please I am determined to leave", then there is no legitimate excuse for an ISP to stall it until the last possible moment, and this would seem to be in some ways an abuse of the system, its one thing where technical issues delay the issuance of a MAC. The customer is free to use the MAC or take up any retention offer made at the point of request - BUT I would say the requirement should be for a prompt compliance with the customer request.

I wish I had known this was deliberate policy recently when I helped a friend migrate, I would have been on the case much more than I was. It is something I think OFCOM should look at and maybe issue some clarification about the 5 working day limit being an absolute time limit, not a period in which the ISP can play silly games and antagonize those wishing to exercise their right to migrate. Maybe a few calls to OFCOM to highlight what may be a deliberate abuse of the time limit?

Plusnet - added to the list of companies to avoid!

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.