If after 5 working days they have not complied with your request in attaining a MAC code, then your well within your rights to complain. Ofcom order ISPs to provide one within this time frame. I've had codes given to me over the phone before, its instantly generated.
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AOL > Virgin Media > Tiscali > Falconnet > UKFSN > Norfolk Internet
2mbps > Shapped 512k > 1mbps! > 6.5mbps > 4.5mbps > 6.5mbps
ADSL Joy. 31db att, 9db SNR, EntaFail.