Plusnet refuses to give the MAC key

Hi everybody

that's seems so surreal. I have asked the MAC key code more than 5 days ago, today I have got a reply from them saying that they cannot supply a MAC key at all.

Is it legal from an ISP company to refuse to give the MAC key?

It is not set in law they give you a MAC, but rather than that what reason did they say they could not provide a MAC, they have to give a reason.
The most conman reason is they can't identify you as the account holder or if there is some other order on the line, say your phone line is showing a cease, or there is already a migrate order to a full LLU, or you had been given a mac already and that is being used to migrate somewhere else.

thanks for your reply

unfortunately no one of the cases you have mentioned applies to me. plus no reason was given in their email, just 'unfortunately we are not able to supply a MAC key'.

They are just rubbish.

In that case I would go back to them again and ask for the reason for withholding the MAC.

Did you PM with your username and/or ticket number when he asked you to? He is usually very helpful.

In reply to a post by debian70:

thanks for your reply

unfortunately no one of the cases you have mentioned applies to me. plus no reason was given in their email, just 'unfortunately we are not able to supply a MAC key'.

They are just rubbish.

Hi, I reckon they did not believe you to be the customer. Have another go and follow the Plusnet procedures for obtaining a MAC key.

11. Why won't you give me a key?

We're sorry we can't give you a key straightaway. This might be because:

1. We don't know who you are/the person who's asking to move your service is
2. Your broadband service has already been cancelled
3. We've already given you a key, but it's not expired yet
4. We're already cancelling your broadband service
5. We can't get a key from our supplier. (This is rare, but if it does happen we'll do whatever we can to get one for you)

If we can't give you a key we'll let you know. We'll also tell you some other ways that you might be able to move to your new service provider.

http://www.plus.net/support/customer_service/using/r...

In reply to a post by E7er:

In reply to a post by debian70:

thanks for your reply

unfortunately no one of the cases you have mentioned applies to me. plus no reason was given in their email, just 'unfortunately we are not able to supply a MAC key'.

They are just rubbish.

Hi, I reckon they did not believe you to be the customer. Have another go and follow the Plusnet procedures for obtaining a MAC key.

11. Why won't you give me a key?

We're sorry we can't give you a key straightaway. This might be because:

1. We don't know who you are/the person who's asking to move your service is
2. Your broadband service has already been cancelled
3. We've already given you a key, but it's not expired yet
4. We're already cancelling your broadband service
5. We can't get a key from our supplier. (This is rare, but if it does happen we'll do whatever we can to get one for you)

If we can't give you a key we'll let you know. We'll also tell you some other ways that you might be able to move to your new service provider.

http://www.plus.net/support/customer_service/using/r...

I bet they do believe me when I pay my bill.
Thank you for getting back to me, by the way. I have already asked more details, but no answer so far.

You were asked to provide details by a Plusnet staff member here

http://forums.thinkbroadband.com/plusnet/t/4083116-r...

Can't see any response from you

In reply to a post by nadger:

Can't see any response from you

I have answered hundred of times by means of the official Plusnet help & support website. Are you telling that getting help on this forum is much easier than the official Plusnet one? Never mind...

All we are trying to do is to help you but entirely up to you whether you take advice from experienced users