No MAC after 5 working days. Now what?

I'm currently with Xilo broadband (11mb/1mb). My time with them has been largely smooth and uneventful however I'd now like to upgrade to a fibre connection with a different provider (plusnet) for roughly the same price.

I requested a MAC code at 10:41am on Friday 10th of May.

I received a response back at 1:13pm on the same day stating that a MAC had been requested from the supplier.

Fast forward 5 working days to today and I still don't have a MAC.

I send them a mail at 10:32am explaining that I still haven't received my MAC.

At 1:17pm I'm notified that they are chasing this up with their suppliers (C&W) as they haven't received it yet.

So... Now what? From what I've found, an ISP is legally bound to provide a MAC code within 5 working days of request.

What do I do if I don't get this code?

C&W (or Vodafone as they now like to be called), process them manually.

We already sent across an escalation and unfortunately, they've not yet come back to us and we did push this again about 30 minutes ago (this is the only delayed request on our systems that is automatically our end).

Whilst they should be issued in the normal (allowed) time frame, there can be exceptions, one being where we ourselves have not been able to gain one from our supplier.

I can assure you the MAC will be forwarded as soon as we have it ourselves.

Apologies for the delay.

Matt