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.