Does my father need a MAC code?

My elderly father has an old Metronet service (Metronet were taken over by Plusnet a long time back). Finally he is exceeding the 500mb monthly allowance he gets on his tariff. His speed is about 0.8Mbps (a long way from the exchange, and on an up to 8Mbps service). Fibre is available in his area.

So we're upgrading him to a Plusnet fibre service. At the same time he wants to shift his telephony from BT to Plusnet.

The Plusnet rep says he needs to get a MAC code from BT. Is that correct for just a telephone service? I thought MAC codes were just for broadband... which of course he already has via Plusnet (Metronet).

Don't really want to send him on a wild goose chase through BT call centres!

You don't need a MAC for telephone switch over. I had been success transfer my telephone line from BT to Zen. And from Zen to Plusnet as they never ask me for a MAC.

MAC is for broadband migration only (nothing to do with the phone line)

But, I think Plusnet is correct there because your father want phone line from BT to Plusnet together with the fibre broadband (the MAC is for broadband from Metronet to Plusnet)

Edited by adslmax (Thu 05-Jun-14 18:13:33)

If possible request the MAC and then pass to plus.net to move the lot to them.

In reply to a post by adslmax:

You don't need a MAC for telephone switch over. I had been success transfer my telephone line from BT to Zen. And from Zen to Plusnet as they never ask me for a MAC.

MAC is for broadband migration only (nothing to do with the phone line)

But, I think Plusnet is correct there because your father want phone line from BT to Plusnet together with the fibre broadband (the MAC is for broadband from Metronet to Plusnet)

So on this basis, we shouldn't be asking BT for a MAC, because the broadband is with Metronet (which is Plusnet), not BT?

In reply to a post by jimbo1966:

So on this basis, we shouldn't be asking BT for a MAC, because the broadband is with Metronet (which is Plusnet), not BT?

U only need to ask Metronet for a MAC and give to plusnet with both broadband and line rental order with them.

Appears that Metronet is a sister company of Plusnet
http://www.metronet.co.uk/search/portalsearch.html?s...

Gives info

You certainly don't need a BT MAC, as that is applicable to Broadband only.

Since Metronet is now part of PlusNet, I really don't believe you need a MAC for that either - however, I'm not certain!

Because I'm not certain, I've posted a query on PN's Community Forum & asked someone to have a look at your post here - hope that is OK!!

LINKY

In reply to a post by johnjburness:

You certainly don't need a BT MAC, as that is applicable to Broadband only.

Since Metronet is now part of PlusNet, I really don't believe you need a MAC for that either - however, I'm not certain!

Because I'm not certain, I've posted a query on PN's Community Forum & asked someone to have a look at your post here - hope that is OK!!

LINKY

Metronet is a sister company of Plusnet and has its own website and trading www.metronet.co.uk Easy to phone there and get answer.

I did something similar last year. No MAC was needed as it was an internal migration..

I called the number for existing Plusnet customers 0800 432 0200 then followed the voice prompts for accounts and billing until I got to 'thinking of leaving'. Explained I wanted to transfer my Metronet account over to Plusnet.
The advisor there handled everything for me. Setting up new account etc.

Was even asked at the time if I wanted to transferred my phone over at the same time. I didn't but it ended up getting swallowed up by Plusnet later in the year anyway when they acquired Talk24.

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,

Thank you, will PM you the details. Have since received a text saying that a currently active service is preventing placing the order and asking for the MAC again. I'm guessing the rep I spoke to (who was very helpful) either forgot that the current service is with Metronet or didn't realise that Metronet is a Plusnet brand.

He will probably get a letter from BT asking him to confirm that his line is being transferred across - it is normal practice to stop slamming.

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

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.

You may want to check their Company Reg No at Companies House before making that assertion

Name & Registered Office:
PLUSNET PLC
THE BALANCE
2 PINFOLD STREET
SHEFFIELD
S1 2GU
Company No. 03279013

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,

I think this confirms the situation..... !

In reply to a post by flippery:

They are sister company o Plusnet not same company.

Er, no, they were bought 100% by Plusnet. I was a metronet customer at the time, and moved to an LLU provider instead (circa 2008).

Whilst I hear what everybody says. This is what still appears on Metronet Website

Plusnet is our sister brand and has recently won a load of awards, including Best Consumer ISP at the ISPAs and 9 out of 11 categories at the uSwitch Broadband Awards. If you came here looking for Metronet broadband, we're sure you'll find a product that suits you just as well over at the Plusnet site.


find out more about Plusnet broadband

Are you a Metronet customer?

You can still log in to this site and change your product,
contact our support team and manage your account.
Log in to the Metronet site.

Well, Plusnet insist they are a separate company to BT even though their CEO got BT Sport up and running for BT.

Not sure if you saw/had any luck with my PM.

I did call yesterday and spoke to somebody who confirmed we don't need a MAC code. He didn't think that the order would be held up.

But just received another text saying my order can't be processed without a MAC code.... So I really don't know if this job is going ahead or not.

flagged up for staff

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?

Thanks John - completely missed that!

It's now being dealt with on Ticket: 86966336.

Yep. Just to summarise....

1) Father with Metronet for Broadband, BT for phones.
2) I'm noted on the Metronet account as being able to speak for my father. (Though this hasn't always worked, perhaps it was part of a ticket rather than being noted properly.)
3) His speed is terribly slow (long way from exchange), can get fibre, so we decide to shift to a Plusnet tariff for fibre as well as moving the phone service over.
4) Phone up (don't remember which number). I explain. The rep double checks we can fibre. No problem. I reminded him Metronet was part of Plusnet and he seemed to know this already but said that he'd have to set up a new account anyway. I did ask him if that was necessary, he said it was. He also seemed to have no problem speaking to me on behalf of my father - I think he saw the authorisation. Not sure. He said he would have to get the bank details from my father though. (He paid debit card on the Metronet tariff, but we decided DD would be better to avoid the fee on the Plusnet tariff.) He called my father to collect these and it was all "done". I think my father was given a date for installation - either that or it came later by email.
5) The guy called me back to confirm "all done" but said he would need a MAC code "for the transfer from BT". I queried this saying that surely we wouldn't need this as it was an old Metronet service we were transferring from. He said we would need a code and would send a text about it. I'm guessing he might have got confused, thinking the broadband was with BT or something. As he was adamant, I didn't want argue in case it was the case we needed a code to transfer the phone service from BT.
6) Then we started getting the texts asking for the MAC and I posted here.
7) Linn offered to look into it (from here), and I PM'd though haven't seen a response.
8) I phoned in and spoke to somebody who confirmed we didn't need a MAC and couldn't see any reason why the installation shouldn't go ahead. He was helpful, but a little guarded saying he couldn't see that I was authorised to speak for my father.
9) Subsequently received a further text asking for the MAC again and saying the order can't be processed until one is supplied.
10) My father has been debited the initial charges, but hasn't received any fibre hub or whatever (not sure if he is supposed to).

So really have no idea if the installation is held up or not!

Edited by deleted (Thu 12-Jun-14 13:21:51)

Thank you.

Well, now it has just got worse. Really I think Plusnet service is looking like a disaster. Nobody seems to be able to sort anything out.

My father has returned from a long weekend away to find his existing ADSL service cut off, so now he has no internet at all.

After a long wait in a queue, I speak to somebody who confirms this has happened, but doesn't know why. He said he would put me through to "provisioning", but I'm stuck in a queue again. I suppose I've been on the phone for about an hour now, mostly on hold for "provisioning".

It was pretty simple. My elderly father was on an old Metronet tariff. We phoned up to transfer him to a fibre service and now he has nothing and I can't get hold of anyone to talk to who can help. At the same time he has been billed and debited in advance for the new service and feels cheated.

If any of the Plusnet reps can help... well, that would be great. You would make an old man very happy (and me too).

(Human League coming on again...)

Chris, you have a PM.

I have flagged this up for staff in the Plusnet Forums

If a Plusnet account has been created for him, have you tried changing the login details in the router to username@plusdsl.net and the password he uses to get in to the Plusnet portal?

In reply to a post by jelv:

If a Plusnet account has been created for him, have you tried changing the login details in the router to username@plusdsl.net and the password he uses to get in to the Plusnet portal?

Unless PN has specifically changed it to username@plusdsl.net (& specifically advised the User of the change) then there should be no change!

However, this is reminiscent of when I tried to return to PN! My original login was username@aihpipe.co.uk - but neither that or username@plusdsl.net worked because PN had changed it in some places, but not in all of the requisite places.

I've again flagged it up on the PN Community Forum, for you:-

http://community.plus.net/forum/index.php/topic,1279...

Hi jimbo1966,

This should now been rectified and your father should be able to connect as normal using his Metronet account details. The FTTC is still scheduled to be installed on 24/06/2014 between 8AM and 1PM.

I'm not entirely sure what happened here - it seems the Metronet account had been cancelled ahead of schedule so I've gone ahead and re-activated it until the switchover date. I'll be feeding this back internally as this should not have happened.

I'm really sorry for the inconvenience caused by this!

If your father has any issues connecting please do let us know and we'll do our best to help.

Regards,

In reply to a post by jimbo1966:

Well, now it has just got worse. Really I think Plusnet service is looking like a disaster. Nobody seems to be able to sort anything out.

My father has returned from a long weekend away to find his existing ADSL service cut off, so now he has no internet at all.

After a long wait in a queue, I speak to somebody who confirms this has happened, but doesn't know why. He said he would put me through to "provisioning", but I'm stuck in a queue again. I suppose I've been on the phone for about an hour now, mostly on hold for "provisioning".

It was pretty simple. My elderly father was on an old Metronet tariff. We phoned up to transfer him to a fibre service and now he has nothing and I can't get hold of anyone to talk to who can help. At the same time he has been billed and debited in advance for the new service and feels cheated.

If any of the Plusnet reps can help... well, that would be great. You would make an old man very happy (and me too).

(Human League coming on again...)

As a footnote, I did eventually get through to somebody and he said that provisioning weren't available at that time of night. He dug around, spoke to a team leader and said that the ADSL service had been ceased and that it couldn't possibly be reprovided for 5 to 7 days. By then the fibre should have been installed anyway. He also said that it was usual for ADSL to be disconnected as part of the fibre ordering process. It appeared that the metronet service had been closed and the system even showed that the fibre service had been started. He suggested I call again in the morning and ask for provisioning to see if there was anything more that could be done. I asked if he could leave a message for someone to call me, but he said that that wouldn't be possible. He did seem very embarressed and offered a free month. Whilst I appreciated that, really my father just wanted his connection back. Whilst it was at all times friendly, I was on the phone for 1hr 50mins in total, the vast majority of which was on hold. 20 years ago I used to do IT telephone support, so I'm not unsympathetic to these blokes!

In reply to a post by LinnPlusnet:

Hi jimbo1966,

This should now been rectified and your father should be able to connect as normal using his Metronet account details. The FTTC is still scheduled to be installed on 24/06/2014 between 8AM and 1PM.

I'm not entirely sure what happened here - it seems the Metronet account had been cancelled ahead of schedule so I've gone ahead and re-activated it until the switchover date. I'll be feeding this back internally as this should not have happened.

I'm really sorry for the inconvenience caused by this!

If your father has any issues connecting please do let us know and we'll do our best to help.

Regards,

Thanks to everyone who contributed to this thread and especially to Linn who telephoned me first thing the following morning (either just before or after the above post).

Indeed from our conversation and the above it seems the ADSL service wasn't actually ceased, only the account was removed (or some such). So after Linn's intervention, my father was able to reconnect using the old details. (Just as well, else I would have had to make the 30 mile trip to Guildford because I doubt he could cope with programming the router.)

He is very happy now. During this process, I always found the Plusnet people friendly and professional on the phone, just it's a pity that until Linn's involvement they couldn't really fix what was probably a mistake in processing the order in the first place. I don't suppose they get many metronet quasi-migrations these days. Incidentally the MAC requests have now stopped. So I'm confident the fibre order will indeed go through smoothly.

Thanks again folks.

I've taken this on as a personal so I'm monitoring the order for FTTC to complete tomorrow at which point I'll make the necessary changes to both the accounts.

Pass on my apologies to your father regarding all the confusion and the time without a connection.

Fingers crossed for a smooth upgrade to FTTC tomorrow!

Regards,

We might not be there yet....

The fibre install is scheduled for today. The transfer of phone services was scheduled for 2nd July. My father got the standard "goodbye" letter from BT and I suggested he phoned them to double check he wasn't on the hook for contract cancellation fees etc. (He was pretty sure he was out of contract, but the letter was vague.)

But on phoning BT, they said that Plusnet had cancelled the phone service handover and that he would now be staying with BT.

Linn... could you double check? Perhaps it got cancelled and reinstated as another job that the BT rep didn't see?

Hi Jim,

I've checked the Fibre order and can confirm that it is scheduled for today. I don't know if you remember when we spoke on the phone I explained that I would need to cancel the phone transfer order that had been triggered by our systems incorrectly. This order will be replaced later today or tomorrow depending on when the Fibre order is completed. This is due to the way the ordering system works and the fact that we can't have an order to modify a broadband service to Fibre and a phone transfer order in place at the same time as they'll cancel each other out.

I'm personally monitoring your father's account and I'll be the one replacing the phone transfer order as soon as the Fibre order reflects as complete on our systems.

Sorry for any confusion caused by this.

Ah yes, I do remember now. You did tell me that. I'll let him know.

The install went smoothly this morning, thank you. My father is now happily on fibre. (Pity I can't get it either at home or in the office!)

Thanks for taking care of this.

Jim

That's all been sorted now, Jim.

The phone transfer order has been re-placed and I can see that your father's had a connection since 10 this morning

Regards,