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Standard User stunts
(regular) Wed 16-Apr-14 17:03:08
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MAC key issues with COMS


[link to this post]
 
So I've decided to leave Coms, now they've moved me onto their network my NowTV stutters constantly, download speeds are very poor and overall its simply not good enough.

I requested my MAC key last Wednesday, they delivered it on Tuesday so just within the 5 working days and I immediately began signing up with Zen. Within 2 hours of signing up with Zen they contacted me to tell me 'Unfortunately your order has been rejected by BT Wholesale as the MAC key supplied with your order: ****/**** has already been used'. Well I hadn't used it so immediately contacted COMS again to ensure they'd given me the correct one and not someone else's and if it was correct, then sort a replacement immediately.

How can they mess up a MAC key ? they get it from a supplier and cut and paste it to me, its simple, but somehow they have. I have had no response at all today from them which leaves me stuck again in the wasteland of a rubbish connection and no way (yet) of moving on frown

Does anyone have any suggestions on how to sort this quickly ? I just want to move on now. Surely by now they are past the 5 working days to supply my MAC key ?
Standard User FastShow
(learned) Wed 16-Apr-14 17:19:58
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Re: MAC key issues with COMS


[re: stunts] [link to this post]
 
Near identical problem here. Took ages to provide me with a MAC which I finally received on the 11th April. Immediately used it to transfer my service away only to be told that the migration failed as a migration was currently in progress to Enta (I had a migration onto the Coms platform complete last Tuesday but nothing else is underway that I'm aware of).

When resubmitting the transfer request Xilo also now get the "MAC already used" error.

Spoke to Coms "support" only to be told everyone has gone home ring back tomorrow.

Absolutely livid about now, my connection is utterly useless and now I can't even [censored] leave! The guy at Coms said that the migration from last week could prevent transferring away for up to another month, this entire thing is just a complete debacle. I can't help feeling a lot of it is deliberate too.

Utterly utterly useless company.
Standard User uno
(knowledge is power) Wed 16-Apr-14 17:39:01
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Re: MAC key issues with COMS


[re: FastShow] [link to this post]
 
Try Enta if you're on a BT-based service, they may be able to help you as they've in the past with other Enta-based lines.

They appear to have moved some lines there (we've seen about 20-30 these last few days alone).

Matt

uno Broadband
t: 0800 520 0345
Official Maidenhead, Milton Keynes & Sheffield Speedtest.net Host

Edited by uno (Wed 16-Apr-14 17:39:13)


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Standard User stunts
(regular) Thu 17-Apr-14 09:55:31
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Re: MAC key issues with COMS


[re: FastShow] [link to this post]
 
Yes, it does sound the same to me. I had my line migrated from ADSL24 to Coms on Tuesday 8th after an aborted attempt a few weeks earlier and asked for my MAC key a day later so it could be they've supplied the key for the migration to Coms rather than away. Please post back if you have any luck with Coms 'support' today, thanks.

Edited by stunts (Thu 17-Apr-14 09:56:32)

Standard User stunts
(regular) Thu 17-Apr-14 12:02:09
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Re: MAC key issues with COMS


[re: FastShow] [link to this post]
 
I've just had a response and apology from Coms so well done to them, it does help just keeping us in the picture. It reads...

"Please accept our apologies. You, along with a few others are being affected by the fact you'd migrated over to Coms only Tuesday 8th, this seems to have caused issues with the MAC being generated at this time.

Please know that I have chased this yesterday and today and expect a response in the next couple of days. We can expect to either receive a fresh MAC or for them to have cleared anything from the current one.

Please await our update which we will provide as soon as we receive one ourselves."
Standard User FastShow
(learned) Thu 17-Apr-14 12:55:44
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Re: MAC key issues with COMS


[re: stunts] [link to this post]
 
Yes I've had a very similar response, so at least someone is on the case. Sadly I don't hold out much hope of it being sorted in a couple of days since if they don't sort it today, it's then a 4-day weekend.

We will see.
Standard User paperclip
(newbie) Thu 17-Apr-14 14:04:29
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Re: MAC key issues with COMS


[re: stunts] [link to this post]
 
I've yet to use my MAC, reading these stories has me worried.

AOL > Homechoice > Freedom2surf > ADSL24 > Coms
Standard User DrTeeth
(knowledge is power) Thu 17-Apr-14 20:21:16
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Re: MAC key issues with COMS


[re: paperclip] [link to this post]
 
In reply to a post by paperclip:
I've yet to use my MAC, reading these stories has me worried.

Use it ASAP. There are many fair, decent and good performing ISPs left. Why stay?

Consider Xilo (I'm with them - top hole bunch), Vivacity (sp?), Aquiss and Zen.

Stress - the condition brought about by having to resist the temptation to beat the living daylights out of someone who richly deserves it.
Standard User RobertoS
(sensei) Thu 17-Apr-14 22:06:02
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Re: MAC key issues with COMS


[re: paperclip] [link to this post]
 
smile
What's to worry about? The worst that has been happening has been that Coms have already used the MAC they gave you, (as part of doing mass migrations of the underlying supplier), so it fails. A MAC cannot be used twice.

If it does happen like that you just have to get a replacement MAC from them, as that won't have been used smile.

My broadband basic info/help site - www.robertos.me.uk | Domains,site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 58.7/14.6Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
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Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User stunts
(regular) Thu 24-Apr-14 19:10:18
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Re: MAC key issues with COMS


[re: FastShow] [link to this post]
 
A week later and I've not heard a thing from them. I presume it's the same for you ?
Standard User DooGie
(committed) Thu 24-Apr-14 21:39:20
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Re: MAC key issues with COMS


[re: stunts] [link to this post]
 
Is it best to request your MAC from COMS by raising a ticket or by email?
After being with ADSL24 for many years I've forgotten the procedure. I'm sure there used to be a tab on the ADSL24 my account page for requesting a MAC.
Standard User Molehusband
(regular) Thu 24-Apr-14 21:59:22
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Re: MAC key issues with COMS


[re: DooGie] [link to this post]
 
I contacted Coms by both email and ticket today. Only the ticket was answered (within two hours).

I've also used the contact form on the Coms website twice, a fortnight and a week ago, and had no reply. Tickets have always been answered, eventually.

On this showing ticket seems best. The system has a dropdown menu to select the type of message and "CS Migration" is the one I used.

ADSL24/Coms Complete DSL 100 [TTB LLU] (for how much longer...)
Standard User DooGie
(committed) Thu 24-Apr-14 22:21:27
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Re: MAC key issues with COMS


[re: Molehusband] [link to this post]
 
In reply to a post by Molehusband:
I contacted Coms by both email and ticket today. Only the ticket was answered (within two hours).

I've also used the contact form on the Coms website twice, a fortnight and a week ago, and had no reply. Tickets have always been answered, eventually.

On this showing ticket seems best. The system has a dropdown menu to select the type of message and "CS Migration" is the one I used.


Thanks for the fast reply Reg.
Standard User FastShow
(learned) Fri 25-Apr-14 09:56:18
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Re: MAC key issues with COMS


[re: stunts] [link to this post]
 
Yes from Coms, but I gave up with them and went directly to Enta. They were also a bit useless to start with but if you email [email protected] and tell them your MAC is used and that they need to contact BT Wholesale to sort out the issue you should get it resolved.
Standard User stunts
(regular) Fri 25-Apr-14 10:06:23
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Re: MAC key issues with COMS


[re: FastShow] [link to this post]
 
Ok, thanks. I'm not with Enta though, so not sure why they'd answer for Coms?
Standard User FastShow
(learned) Fri 25-Apr-14 11:02:46
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Re: MAC key issues with COMS


[re: stunts] [link to this post]
 
Enta is Coms' underlying supplier (not in all cases, but if you were migrated on the 8th April almost certainly in yours).
Standard User DooGie
(committed) Sat 26-Apr-14 20:54:22
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Re: MAC key issues with COMS


[re: Molehusband] [link to this post]
 
That worked fine. Got my MAC within 24 hours.
Standard User stunts
(regular) Wed 30-Apr-14 10:11:33
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Re: MAC key issues with COMS


[re: FastShow] [link to this post]
 
Thanks, I did email them on that address straight away but several days later, apart from an automated reply, I've heard nothing from Enta either. No response from Coms either and I'm well into week 3 waiting on my MAC key.
Standard User tonytiger07
(learned) Wed 30-Apr-14 12:30:31
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Re: MAC key issues with COMS


[re: stunts] [link to this post]
 
Try raising a new ticket with Coms - in my experience they're fairly quick to pick them up.
Standard User stunts
(regular) Wed 30-Apr-14 12:59:15
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Re: MAC key issues with COMS


[re: tonytiger07] [link to this post]
 
I've got an open ticket with them waiting on 'the suppliers' response so not sure it would help starting a new ticket as well. In the mean time, Enta have finally responded saying they are investigating it with BT which is both good news and cause for concern that its just another delay tactic because basically the system is broke. It's almost 3rd of May now, the original date of the expiry of the original MAC key they supplied, so I suspect whatever anyone does, once we go past the 3rd, they'll be able to finally and properly supply me with a new key anyway.
Standard User FastShow
(regular) Wed 30-Apr-14 15:12:46
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Re: MAC key issues with COMS


[re: stunts] [link to this post]
 
Bear with it, my migration completed today and I'm finally free of Coms, hoo-flipping-ray! I'd forgotten what decent internet service felt like, I can stream stuff in 720p on YouTube again when I was struggling with anything about 240p before, life is good!
Standard User stunts
(regular) Thu 01-May-14 20:11:48
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Re: MAC key issues with COMS


[re: FastShow] [link to this post]
 
Good news, Enta came through and solved it and Zen were quick to react as well so I have a change over date from Zen of the 7th May. Coms.com are still 'waiting to hear from their supplier' so I've let them know its sorted, they can go back to sleep now. Thank you for the tip about contacting Enta directly, they were much more efficient than Coms smile
Standard User paperclip
(newbie) Fri 02-May-14 18:00:26
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Re: MAC key issues with COMS


[re: RobertoS] [link to this post]
 
I didn't want to face any problems. Anyway I've used it now. I'm moving to Zen next week. smile

AOL > Homechoice > Freedom2surf > ADSL24 > Coms
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