Thank you. I believe the installation was originally scheduled for Monday, so we don't know if it's going to happen. The payment was taken. I've asked my father to stay at home.

The text said I could reply with the MAC code. Thought I'd try a Turing test! I replied saying "please call me", but of course I got back a text telling me about the format of MAC codes.

Hi,

Would you be able to provide the ticket reference for this please?

In reply to a post by flippery:

Ring Metronet.co.uk and ask for MAC.
They are sister company o Plusnet not same company. There is a difference.

So you are suggesting that Linn (a PN Rep) doesn't know what she is talking about!!

In reply to a post by LinnPlusnet:

Hi jimbo1966,

I'm very sorry for any confusion caused by this. It is incorrect that your father would need to get a MAC code from BT to transfer the phone line over. He can go ahead and sign up a new Plusnet account and we can migrate the current broadband to the Plusnet account and upgrade him to FTTC in the process if he signs up for one of our FTTC packages. Once the migration is complete we'll transfer the phone over from BT as long as he's signed up for phone with us as well.

Feel free to send me a private message once the account is set up so that I can check on the progress on this.

Regards,

Hello Chris, thanks for picking this up. I don't think that there is any ticket (unless it has been generated internally).

I simply placed the order on behalf of my father and subsequently we got a call back asking for a MAC code and started receiving the texts (I think my father also got an email). When I phoned in, I was told that a MAC code wasn't needed and that there isn't any reason why the job shouldn't go ahead. But still getting the text saying the order can't be processed because a MAC code is awaited.

Jim

In reply to a post by jimbo1966:

Hello Chris, thanks for picking this up. I don't think that there is any ticket (unless it has been generated internally).

I'm assuming that the "Metronet" part of PN handles Orders the same way that the main part of PN does - PN always generates tickets for every aspect of the order!

If you can get your dad to log into Customer Service (using his username), he should be able to discover what tickets have been raised.

I have the Metronet login details and have just taken a look. No tickets as far as I can see - the account is "as normal".

Can you retrieve anything from his phone number/address? (Can PM if required)

you could pm him the username

PM sent....

I've got your account now, thanks for that.

Have you spoken to our Customer Options Team about getting everything moved over to the Plusnet side of things?

Just to be absolutely clear. Metronet customers are Plusnet customers. Both sets of customers are set on the same system and are dealt with by the same support team here in Sheffield and Leeds. You won't need a MAC Code to move from Metronet to Plusnet as we're the same company, just the names are different, as is the account type.

Edited by deleted (Thu 12-Jun-14 12:46:12)

In reply to a post by chrispettitt:

Have you spoken to our Customer Options Team about getting everything moved over to the Plusnet side of things?

Chris, is that what Jimbo did here?