Hi-velocity MAC Code

oh dear! I sem to have reopened a can of worms. Apologies to all concerned. But if I may be allowed to bring you all up to date, I still have no MAC and no SErvice. I followed up my email with dozens of calls with no answer. I found the original wholesale supplier with whom I spoke and they refused to deal direct, instead saying they would go back to HV and get them to call me!!

Needless to say after several days there was no response. I called many times again on Monday only to get an answer (the first after eight days of calling every option on the IVR. Lo and behold it was Anthony. I was driving and having to speak up to be heard. He said if I continued shouting at him he would terminate the call!!! He then hung up!

I called him back and after blocking my number he answered again. This time I referred to my letter he said that he had read it but found it so abusive that he ignored it! What kind of organisation treats customers like this then?

I obtianed another promise of my MAC for later in the day. Called back yesterday and 'James will get it for you in the next hour...' Three hours later I got James his first response to me was 'why are you still with us?' and laughed. Promised to call me this morning (Wed) at latest with it.

Two pm today got Anthony again, 'Oh he's not in until 4pm I'll put a note on his PC screen.' Called again at 4.30pm 'not back yet will get him to call you'. Time now 10.43pm still no MAC number.

How can I move without it, how can they unreasonably withold it? I don't think I have been treated so shabbily in my entire life.

WHAT THE HELL IS GOING ON DOWN THERE????

Look on the bright side, if you wrote this post 3 to 4 years ago, you would of had a group of HV users who hanged out on the HV forums, coming here and telling everyone your a liar and its all your fault. Luckily, there has been way to many horror stories for that to wash and even some of those die hard fanboys have left the roost.

Try a cease and provide, i think its your only option to get this sorted

Looks like your only viable option is a cease and provide.

>oh dear! I sem to have reopened a can of worms. Apologies to all concerned.

No apology needed, just that the other thread developed into events and personalities who have now moved on. Peoples experiences with this ISP can be helpful, but a continuation of old arguments will not.

Your concern is of today and that is what posters should focus on.

I've sent you a pm. (Small flashing envelope at top left).

Hi all,

I contacted ViaTel with a faxed letter about my situation and they responded within half hour telling me that I should deal with murphx innovative solutions. They are supposed to be resellers to HiV too. I contacted them and they said they will speak to HiV on my behalf. Still no MAC code!

So how do you do a cease and provide? Do I contact BT?

Cheers,
Dan

Sending you a PM

Not 100% sure anymore, but I would think that BTO would be the place to go. Speak to your prospective new ISP and ask them if they can help/point you to a phone number to ring.

OFCOM and so on may or may not help.

The only other way used to be having a change on your phone details ie.. name change, number change.

There's also a TAG removal line or something like that where an ISP has left their tag on the line but deny all knowledge of it being there. (Well there was one anyway)

Been years since I had to request a cease and provide, so well rusty on how to go about it so hopefully someone else with more recent knowledge of the possibles will give you some helpful info.

First of all, ignore anyone digging up the past, be they for or against Hi-V as that won't help you.

Next, try BTO and see if there's still the TAG removal service (not trawling through the previous thread for the obvious reasons). Other than that and going through the complaints procedures for the various organisations I can only see a cease and provide freeing your line up.

Good luck anyway

I think things that happened in the past will help him and advised him to be careful what he says to people via the PM system, regardless of how sympathetic they may seem.

The tag team direct with BT stoped a while ago, now your chosen ISP has access to them for you, although I dont think this will help other that saying if there is an ADSL cease when it will happen. Should be a case for Ofcom, but you may find it better chewing off your own arm than get anywhere with them.

Who is listed on your invoices? IP Telecom Solutions Company No. 04506530 appear to be in liquidation.

If you are still paying them, maybe the Official Receiver might be able to offer some advice.

Edited by deleted (Thu 25-Sep-08 17:35:16)

I think the guy knows well and truly how deep he's in the proverbial Joe and needs advice on how to get out of it rather than people raking over dead ground mate. Going over dead ground is what got the last thread locked rather than helping the OP get their line back and free to move to a new ISP.

Giving advice on how he can try to get out of the poop is more helpful than hearing about the past and that's why I advised the OP to ignore posts about the past as they won't get him out of his predicament. The only way out at the moment looks to be via a cease and provide seeing as no-one seems to want to help him remove the TAG from his line.


*edited to correct typo*

Edited by deleted (Thu 25-Sep-08 17:56:16)

That's why I was thinking more of a change to the OP's phone in hope of it causing a cease. For some a change of name seems to trigger a cease, but not for others. It may come down to a number change at the end of the day if a name change isn't possible/doesn't work for the OP.

Last time I had to have a cease was when getting away from Tiscali and that was a good few years ago.

A number change wont always cease the adsl, more change with a name change, but thats more if it's a billing name change (rather than changing it from fred to joe) A cease on the phone line WILL cease off the ADSL even if you could get BT to do a cease and re-provide, but that will start to get messy.
It could be an option to keep going back to ofcom and tell them you have tried everything, make sure you have a note that you contacted them (however many times) and that you also spoke with the upstream supplier, who refered you back to HV and you now stuck in a loop. You never know you may get someone who wants something to do, and will follow it up by getting in touch with the upstream provider and getting them to generate the MAC for you.

I gave him advise on that and that's cease and provide. Your right he is in the proverbial, and he does not want to make it worse by confiding in people on any actions he may take and told in confidence.

Either way, the OP's not going to have an easy time of things and will be out of pocket either way. I was in a similar position with Tiscali and ended up binning the line and getting a new one.

It should never come to that Ofcom should be ashamed of them selves, taking tax payers money and letting cowboys operate and manipulate what happens on our phone line

Whom the OP speaks to/confides in/prays to is his business Joe & if you PM'd the OP advising a cease and provide, then that's between you and the OP.

Even obtaining a cease and provide may not be as straight forward these days by the looks of things. It may boil down to the OP having to have the line itself ceased and have a new line provided, which will cost quite a bit more than paying for a standard ADSL cease and provide.

Either way, I wish the OP luck.







*Typos are free of charge should anyone find any in my posts, but they can donate loot if they want*

They are a waste of space who are quite happy to waste money.

HV know this and capitalise on this.

Honestly couldn't say how any of them think anymore Joe. There was a time when I could get through to Hi-V towers and mediate, but I left there several years ago and have no sort of input anymore.

TBH i think they always been like that and were happy with you until you used the word MAC

I had to ask twice to get my MAC code, 1st time via the standard request and then I e-mailed Ant who got me it within a short space of time. No animosity at all on either part in my case. Was happy enough with the service, just as I'm happy with the service I get from Xifos.

Should I move my connection again it would be to either Be Unlimited now that they offer their service in my exchange or to Sky (also in the exchange) and their Max package - already got their satellite service (never had any problems in the years we've had it)

Still know enough folks with Hi-V connections who are happy enough with their connections. If it had not been for the offer of a better deal, then I would possibly still be with Hi-V. Then again I may have been with Sky or Be Unlimited I suppose.

Either way, it's in the past and that's just that - the past, just the same as the nightmare with Tiscali and also with Bulldog. I see no point dwelling on things like that.

See you don't really understand Tom and to be honest mate, its flippant to say its in the past, when it never happened to you. You really can not compare Be or Tiscali to the trouble i had and how personal it all got. It was in another league that you really can not comprehend. I had a nightmare at UKonline , i don't go on and on about that, its because it was a duff utility company and nothing more.

It takes a long time for official mechanisms to kick in, best way forward if MAC is unforthcoming is to talk to Citizens Advice and get an impartial clear head involved, and either

a) Draft a simple letter than cannot be construed as absusive at all asking for your MAC and give a deadline and inform them that Ofcom and Trading Standards will be contacted if this expires.
or
b) Contact and ask for a total service cease, keep it plain and simple, no shouting or anything

(b) may cost you more money, but they may be more willing to do this.

ofcom will probably listen but refuse to act on individual cases until it is shown that many are suffering and with small providers this is a big problem as the volume will be small.

http://www.thinkbroadband.com/guide/resolving_a_problem.html has some links and words that may be worth reading.