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)