MAC key issues with COMS

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

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 ?

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.

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

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

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 deleted (Thu 17-Apr-14 09:56:32)

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."

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.

I've yet to use my MAC, reading these stories has me worried.

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.

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 .

A week later and I've not heard a thing from them. I presume it's the same for you ?