ADSL24 won't give me a MAC code

I'm thoroughly sick to the back teeth of the unreliable service from ADSL24, so I called and requested my MAC code on 2nd August.

According to their own FAQ section, it should take no longer than 5 days but now 6 days later, I'm still waiting.

And to top it all, they admit there is a problem with disconnections but have suggested it is down to the way I use the connection. Which is quite frankly an outrageous statement and blaming the customer is not the kind of customer service I expect.

Give me my MAC code....I want to leave!

Ring them?

They are allowed 5 working days so the weekend stretches it to 7 days total.

In reply to a post by ffox:

They are allowed 5 working days so the weekend stretches it to 7 days total.

Thats right, it is 5 working days. And it doesn't have to be by email/telephone, it can be done via letter too. Check your post today/tomorrow as they may send it via post.

TBH, I don't think that they would want you as a customer for any longer than necessary .

DrT

I suspect that based on your upstream value in another post, you're on their C&W offering.

Unfortunately, C&W have to process all MAC requests manually, by hand and this may be preventing them from supplying one to you within the timescales you would like.

Matt

Ummm Matt. That may be the case, but (a) don't C & W care about OfCom requirements?; (b) have they so many MAC requests that they can't comply within 5 working days?; and (c) "C&W have to process all MAC requests manually ....". What????? Why?????

"Unfortunately"? It isn't unfortunate, it's appalling. I bet they don't raise invoices manually .

In reply to a post by mil1401:

I'm thoroughly sick to the back teeth of the unreliable service from ADSL24, so I called and requested my MAC code on 2nd August.

According to their own FAQ section, it should take no longer than 5 days but now 6 days later, I'm still waiting.

And to top it all, they admit there is a problem with disconnections but have suggested it is down to the way I use the connection. Which is quite frankly an outrageous statement and blaming the customer is not the kind of customer service I expect.

Give me my MAC code....I want to leave!

Hmmm, I'm not sure if you know this but when I asked for my mac code. It appeared in my adsl24 account details page within an hour automatically. ADSL24 dont phone or email it to you. Have you logged into the ADSL24 website and checked it ?

Edited by deleted (Tue 09-Aug-11 09:12:49)

In reply to a post by Zadeks:

Ring them?

I already did.

In reply to a post by ffox:

They are allowed 5 working days so the weekend stretches it to 7 days total.

Doesn't mention that in the FAQ......it's usually 24 hrs but can take upto 5 days

Edited by deleted (Tue 09-Aug-11 10:00:56)

In reply to a post by DrTeeth:

TBH, I don't think that they would want you as a customer for any longer than necessary .

DrT

Thank you for your useful post, troll.

In reply to a post by wanapoo:

In reply to a post by mil1401:

I'm thoroughly sick to the back teeth of the unreliable service from ADSL24, so I called and requested my MAC code on 2nd August.

According to their own FAQ section, it should take no longer than 5 days but now 6 days later, I'm still waiting.

And to top it all, they admit there is a problem with disconnections but have suggested it is down to the way I use the connection. Which is quite frankly an outrageous statement and blaming the customer is not the kind of customer service I expect.

Give me my MAC code....I want to leave!

Hmmm, I'm not sure if you know this but when I asked for my mac code. It appeared in my adsl24 account details page within an hour automatically. ADSL24 dont phone or email it to you. Have you logged into the ADSL24 website and checked it ?

I do know and the MAC code has not been posted to my account.

So I have been waiting for 7 days now.

When I requested my MAC code, all I did was press the button in the adsl24 website memebers area what said request MAC code. I dont know if the button it still exhist's, but give it a try just incase thats the proper procedure.

Again!

In reply to a post by mil1401:

In reply to a post by Zadeks:

Ring them?

I already did.

What did they advise you when you rang? I've always considered ADSL24 to be helpful, surely they would have told you what was going on with your code?

In reply to a post by mil1401:

In reply to a post by ffox:

They are allowed 5 working days so the weekend stretches it to 7 days total.

Doesn't mention that in the FAQ......it's usually 24 hrs but can take upto 5 days

Here are the Offcom Regulations: http://tinyurl.com/3kh3yp8

And I agree with you - the magic word "working" is missing from the ADSL24 FAQs.

In reply to a post by wanapoo:

When I requested my MAC code, all I did was press the button in the adsl24 website memebers area what said request MAC code. I dont know if the button it still exhist's, but give it a try just incase thats the proper procedure.

Was that on an Entanet connection though?

I though that GC22 had been rescinded as per ISP reviews article

Alan

This is not a case of "we won't give you your MAC - I would like to point out that this is not anything we are doing to delay or refuse you your MAC".

We can only provide the MAC once the BT system has generated this and as others state on the C&W LLU platform MAC requests are all manually requested which takes a number of days. There is no automated process of this.

It is indeed 5 working days, however this is on the basis that the systems that generate the MAC are working correctly, i.e. if the systems that we use to request.generate a MAC are not working for any reason then it can take longer than this.

99% of MAC's we generate within 24hrs, so it really is odd ffor your MAC to still be outstanding.

But again, it's nothing we are doing to delay or refuse you your MAC.

EDIT: Your MAC was in fact generated on the 2nd August, but for some reason it was not emailed by our system automatically. I have therefore now updated your open ticket with us.

James

Edited by deleted (Tue 09-Aug-11 21:30:05)

Obviously the delay in this instance is due to ADSL24 internal problems. However it is curious that C&W resellers appear to have to generate MACs 'manually'.

To clear things up, do you go with C&W directly or resell via Daisy?

C&W only sell to a wholesaler (e.g. Murphx) so we have to go through them, as do the other ISPs who offer C&W products.

Because C&W do not have any automated XML feed in to the MAC request system we have to raise a case to our supplier, who in turn have to raise a case to C&W who then generate the MAC on the BT wholesale system and feed back to our supplier, who finally feed it back to us. Hence it's all manual processes and can take days.

In reply to a post by Adsl24:

EDIT: Your MAC was in fact generated on the 2nd August, but for some reason it was not emailed by our system automatically. I have therefore now updated your open ticket with us.

James

I wonder why the OP wasn't told this when he telephoned?

Normally our system will automatically e-mail the MAC once it comes through. So, we inform customers of this. Because the email didn't go out, it meant there was an inevitable delay until we were contacted again to find that the MAC had been generated but not sent out.

Similarly, if the customer would have called us after it had been generated we would have seen it on the system and provided it over the phone there and then.

Sadly these things happen, that is the problem with automated systems, if it goes belly up, you only know when someone tells you.