Why do we have to put up with things like this..............

Apologies for the rant but Virgin Media have just about finished me off today. The VM forum is dead especially for ADSL users like me.

Request MAC code last Thursday (13/01/2011). Get email confirming MAC on its way.

No MAC by today (6 days). Use 'online chat' with VM to try and solve. MAC sent on 13/01/2011 according to them to my VM email. Point out factually incorrect as no MAC email arrived. Online chat person suddenly say 'can't help any more, goodbye'

Ring cancellations to be told that MAC not requested by the donkey I spoke to last Thursday despite email confirmation it had been requested.

I know VM have a bad reutation but simply lying to customers doesn't do much to enhance it does it!!!

As you can prove that you requested the MAC code, then contact ofcom, they may just e-mail their md, then they will bend over backwards to give you your mac

OFCOM will just say have you complained to VM and have you used their ADR process, they're an industry regulator not an individual complaint handler.

I'm aware of what ofcom can and can't do, but the mac process isn't really something that an adr can really help with, as they expect you to wait some 12weeks, ofcom are the ones who are supposed to enforce the rules on mac codes , i for one used ofcom to get some sense out of tiscali who where playing the stalling game in giving me a mac code, the man i spoke to ,said he would e-mail them that day, later that day i had the MD from tiscali on my phone, apologising and saying he knew how useless their system was, and that i someone would ring me the next day and give me the mac code which they did, i'm not saying that they will do this for everyone, as it may well depend on what you say and who you speak to at ofcom, but it worked for me

I would phone Vm, state the time they have to respond and give you MAC code, also inform them you have prove of time scale from your request also mention Ofcom . I would imagin they will give you it straight away, I had similar problem with another Isp. If you feel like it afterwards continue with complaint as they have exceeded the time limit in issuing you with one.

However reasons for refusal are- The ISP is unable to confirm the identity of the account holder by performing standard checks. The broadband service contract has already been terminated. A valid MAC has already been requested and issued by the ISP. The ISP has already submitted a cease request for the broadband service. The underlying broadband network communications provider used by the ISP is unable to generate a MAC. In the UK the underlying broadband network communications provider is generally BT as they own the majority of the telecoms infrastructure.
If the service is provided over an MPF or "fully unbundled" network (where the ISP provides Broadband, Line Rental and Calls together

VM'S ADR (Cisas)

are vm's adr people if they won't play ball

yeah, it might work, or the contact centre may just tell you to go back to the company whose job it is to provide it then escalate it with them if they don't.

ISPs must have at least 2 ways of sending MACs. Ask VM to send it by one of the ways other then email.

Edited by XRaySpeX (Fri 21-Jan-11 17:56:14)

In reply to a post by XRaySpeX:

ISPs must have at least 2 ways of sending MACs. Ask VM to send it by one of the ways other then email.

I'm not sure about that. They must have at least two ways of receiving requests for one, but I don't know about delivery.

In reply to a post by RobertoS:

I'm not sure about that. They must have at least two ways of receiving requests for one, but I don't know about delivery.

My reading of OFCOM rules is diametrically opposite to yours:

In reference to consumers.ofcom.org.uk/tell-us/telecoms/service-problems/migration-...:

Under Ofcom regulations, where a consumer or small business (with 10 or fewer employees) wishes to change broadband provider, a MAC must be issued within 5 working days of request. Companies must also offer at least two methods of providing a MAC (by email, phone or post etc).

Good Lord!!!

You are the first person I have ever seen place that interpretation on it, but yours is clearly the only valid one.

How very strange no-one has ever seen that before. I wonder if it is just somebody with lousy English skills wrote that, as it is just a consumer guide, and the actual regulation is the opposite? A search soon seems indicated.

Ummm .

It looks like my surmise a few minutes ago is correct.

See the Code of Practice.

Left hand ... Right hand! Confusing for consumer.

Have logged complaint with Webmaster.

The reply will be interesting. Let's hope it causes a correction to the guide.

which bit ?

seems clear on the issuing :-

A1.5 The Communications Provider shall communicate the MAC to the End-User in writing by letter and/or by e-mail within five working days of receipt of the End-User�s request save for A1.6.
A1.6 Where the Communications Provider has issued the MAC to the End-User over the telephone (including details about the MAC validity period and expiry date and the Broadband Service to which the MAC relates), the Communications Provider is not required to communicate the MAC to the End-User in writing.

In reply to a post by yarwell:

which bit ?

seems clear on the issuing :-

A1.5 The Communications Provider shall communicate the MAC to the End-User in writing by letter and/or by e-mail within five working days of receipt of the End-User�s request save for A1.6.
A1.6 Where the Communications Provider has issued the MAC to the End-User over the telephone (including details about the MAC validity period and expiry date and the Broadband Service to which the MAC relates), the Communications Provider is not required to communicate the MAC to the End-User in writing.

The quote, (with link), in this post doesn't mention the fact the ISP must provide two ways of accepting MAC requests. The full linked document doesn't either. That is the issue. The quoted user info document seems to have it wrong way round.

The provision method isn't in question.

In fact I don't quite see why 1.6 needs to exist as a separate point, it could easily be included in 1.5. Perhaps there used to be other differences that made it too complex, but not now. Thats an irrelevant side-issue though, just a comment.

the full doc says

"A1.4 The Communications Provider shall provide its End-Users with two or more of the following contact methods:
telephone numbers;
e-mail address; and
postal address,
for the purposes of an End-User contacting the Communications Provider to obtain a MAC."

confused

Start at this post and follow the threaded trail. XRaySpeX's next post is the issue, where he has highlighted what to me seems an incorrect word in that context. It means receive requests, not provide.

Although there do have to be multiple ways of delivery, that isn't what that document is about.

FYI: This is how I stated it to the Ofcom site:

There is a contradiction between:
HomeConsumersTell UsTelecomsService problemsMigration Authorisation Codes (MACs)
and
HomeConsumersCodes of PracticeMigrations Authorisation Code (MAC) Broadband Migrations Process
w.r.t. means of communications between Consumers and ISPs.

The former, Tell Us, states that ISPs must have at least 2 ways of PROVIDING a MAC and nothing about how consumer REQUESTS a MAC.

The latter, Code of Practice, states that ISP must provide at least 2 ways for consumers to REQUEST a MAC, but that they only need to SUPPLY the MAC by any 1 means.