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Standard User willsweet2
(newbie) Tue 03-Jan-12 11:05:26
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ordered my mac


[link to this post]
 
Called cancellations just as they opened. Any idea how long ill wait? I know its up to 5 working days but any estimates?

Cheers,
Will.
ISP Representative orbrey
(isp) Tue 03-Jan-12 11:53:22
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Re: ordered my mac


[re: willsweet2] [link to this post]
 
Hi Will,

The MAC will be added to your ticket on the fifth working day.

Hope that helps,

Regards,

Matthew Taylor
Plusnet Customer Support
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User willsweet2
(newbie) Tue 03-Jan-12 11:55:08
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Re: ordered my mac


[re: orbrey] [link to this post]
 
In reply to a post by orbrey:
Hi Will,

The MAC will be added to your ticket on the fifth working day.

Hope that helps,


Thanks for your reply, I appreciate it but I was under the impression it was "up to" 5 working days. So is there no possibility it could be any earlier?


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Standard User RobertoS
(sensei) Tue 03-Jan-12 12:14:04
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Re: ordered my mac


[re: willsweet2] [link to this post]
 
Simple obstruction. Compare and contrast.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
Standard User willsweet2
(newbie) Tue 03-Jan-12 12:25:01
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Re: ordered my mac


[re: RobertoS] [link to this post]
 
Now that's a good policy smile. Anyway to speed up Plusnet's MAC Code process?
Standard User RobertoS
(sensei) Tue 03-Jan-12 12:59:14
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Re: ordered my mac


[re: willsweet2] [link to this post]
 
Dunno. On 4 Feb last year, during a conversation with support about the price rises and the effect on me, I decided to leave O2, and asked her for my MAC.

That was some time during the afternoon. It arrived by email at 17:03. So it isn't just Newnet.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
Standard User willsweet2
(learned) Tue 03-Jan-12 13:02:19
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Re: ordered my mac


[re: RobertoS] [link to this post]
 
Thanks for the reply. I do hope that plusnet will send it today as I'm desperate for it! The good thing is we spoke to them just as they opened so hopefully I'm first in queue wink/
Standard User RobertoS
(sensei) Tue 03-Jan-12 13:36:15
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Re: ordered my mac


[re: willsweet2] [link to this post]
 
Matthew's reply was quite specific frown. Not "by". "on". Though the FAQs say "within".

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.

Edited by RobertoS (Tue 03-Jan-12 13:38:02)

Standard User willsweet2
(learned) Tue 03-Jan-12 13:39:42
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Re: ordered my mac


[re: RobertoS] [link to this post]
 
I know, it's a joke. I have found Plusnet's service somewhat lacking in 2011.
Standard User GeorgeLloyd
(fountain of knowledge) Tue 03-Jan-12 13:59:23
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Re: ordered my mac


[re: willsweet2] [link to this post]
 
I can't understand why PlusNet hang on to the last minute to issue MACs. It leaves a nasty taste so customers are unlikely to return.

George
plusnet smile
Standard User willsweet2
(learned) Tue 03-Jan-12 14:01:38
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Re: ordered my mac


[re: GeorgeLloyd] [link to this post]
 
In reply to a post by GeorgeLloyd:
I can't understand why PlusNet hang on to the last minute to issue MACs. It leaves a nasty taste so customers are unlikely to return.


Yeah exactly, I would definitely never ever recommend Plusnet to anyone anymore because of all the little niggles I have had with them. Please, if someone from Plusnet is reading this, expedite my MAC code!

Thanks.
Standard User willsweet2
(learned) Tue 03-Jan-12 14:10:01
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Re: ordered my mac


[re: willsweet2] [link to this post]
 
Well, I sent a PM to Bob (bpullen), so fingers crossed it might be quicker laugh
Standard User brightd
(experienced) Tue 03-Jan-12 14:19:49
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Re: ordered my mac


[re: GeorgeLloyd] [link to this post]
 
Also, once the MAC is issued it does not have to be used. Causing the customer to wait unnecessarily is likely to cause them to want to leave even more rather than possibly changing their mind.

David

plusnet Broadband Extra customer
DrayTek Vigor 2800VG
Standard User willsweet2
(learned) Tue 03-Jan-12 14:24:58
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Re: ordered my mac


[re: brightd] [link to this post]
 
In reply to a post by brightd:
Also, once the MAC is issued it does not have to be used. Causing the customer to wait unnecessarily is likely to cause them to want to leave even more rather than possibly changing their mind.


My Plusnet connection dropped when first posting this reply lol. Yeah, there is definitely NO WAY I'm coming back after this experience. Once again, if you're listening please expedite my request!

Thanks again...
Standard User m0aur
(committed) Tue 03-Jan-12 14:37:29
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Re: ordered my mac


[re: willsweet2] [link to this post]
 
Every MAC code I have applied for has been given to me there and then over the phone, including BT and the Post Office. In all but a few circumstances, they can raise it on their screen immediately, so I would say they are just being arkward. Not to worry, there are only so many ISP's that can be swallowed up by another group. Soon it will be just BT and LLU.

http://img94.imageshack.us/img94/2027/plusnetspeed.jpg
Fora - Where everybody knows everything - Everyone else knows nothing!
Standard User willsweet2
(learned) Tue 03-Jan-12 14:40:49
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Re: ordered my mac


[re: m0aur] [link to this post]
 
In reply to a post by m0aur:
Every MAC code I have applied for has been given to me there and then over the phone, including BT and the Post Office. In all but a few circumstances, they can raise it on their screen immediately, so I would say they are just being arkward. Not to worry, there are only so many ISP's that can be swallowed up by another group. Soon it will be just BT and LLU.


Yeah, BT is who I'm switching to anyway so I'll be fine. I am so freaking angry right now though. Also, the funny thing is both BT Retail and Plusnet belong to the BT Group so why the wait if I'm still going with one of them?

Plusnet, if you're reading, expedite my MAC code please smile

Thanks again.
Standard User willsweet2
(learned) Tue 03-Jan-12 15:17:39
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Re: ordered my mac


[re: willsweet2] [link to this post]
 
Hurry and supply the MAC code! I'm not waiting till the 9th like it says on the ticket. Please, today would be nice!
Standard User willsweet2
(learned) Tue 03-Jan-12 15:51:48
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Re: ordered my mac


[re: orbrey] [link to this post]
 
In reply to a post by orbrey:
Hi Will,

The MAC will be added to your ticket on the fifth working day.

Hope that helps,


Hah just found something. The date we were quoted is the 9th (6 working days away).

Can you make it quicker now?
Standard User ian72
(knowledge is power) Tue 03-Jan-12 16:22:42
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Re: ordered my mac


[re: willsweet2] [link to this post]
 
In reply to a post by willsweet2:
In reply to a post by orbrey:
Hi Will,

The MAC will be added to your ticket on the fifth working day.

Hope that helps,


Hah just found something. The date we were quoted is the 9th (6 working days away).

Can you make it quicker now?


5 days is too long but...

If you made the call today as I assume from your OP then :
1 Day - Weds 4/1
2 Days - Thurs 5/1
3 Days - Fri 5/1
4 Days - Mon 8/1
5 days - Tues 9/1

So, provided they get the MAC to you by Tues 9th at the same time as you called (presumably early morning) then it would be within the 5 working days.
ISP Representative chrisparr
(isp) Tue 03-Jan-12 16:23:18
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Re: ordered my mac


[re: willsweet2] [link to this post]
 
My Plusnet connection dropped when first posting this reply lol.


Your connection hasn't dropped today from our RADIUS logs, are you sure it's not your wireless dropping out? Have you tried changing channel on the router?


In reply to some of the other posts on this thread, the MAC is provided within 5 working days to allow the customer to consider any offers they have been made by our Customer Options Team.

Chris Parr
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User willsweet2
(learned) Tue 03-Jan-12 16:25:48
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Re: ordered my mac


[re: chrisparr] [link to this post]
 
Yeah, the problem with that is I have absolutely no ambition to return to Plusnet and would like to switch ASAP, are you sure it's not possible to expedite it because it probably is?!

Thanks again,
Will.
Standard User wingco1
(legend) Tue 03-Jan-12 16:40:55
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Re: ordered my mac


[re: chrisparr] [link to this post]
 
the MAC is provided within 5 working days to allow the customer to consider any offers they have been made by our Customer Options Team.
This is not Plusnet's perogative it is the customers. It is very poor practice and as has been pointed out more likely to alienate the customer than keep them. The customer has fourteen days to consider any offers before needing to use the MAC before it expires.

This is a blast from a poor past.
Standard User RobertoS
(sensei) Tue 03-Jan-12 16:45:13
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Re: ordered my mac


[re: chrisparr] [link to this post]
 
In reply to a post by chrisparr:
In reply to some of the other posts on this thread, the MAC is provided within 5 working days to allow the customer to consider any offers they have been made by our Customer Options Team.
Exactly! Deliberate obstruction. That is why the MAC has a 30-day validity, and it is not acceptable for Plusnet to add another 5 working days to that.

The same as the refusal to offer a second way of requesting a MAC, and demanding a phone conversation. That is definitely not as per the OfCom requirement.

Given that the OP is quite clear he will not be considering any offers, there is no good reason to prevent him getting on with his migration.

It stinks.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
ISP Representative chrisparr
(isp) Tue 03-Jan-12 16:48:53
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Re: ordered my mac


[re: RobertoS] [link to this post]
 
The same as the refusal to offer a second way of requesting a MAC, and demanding a phone conversation. That is definitely not as per the OfCom requirement.


@Robertos

I'm pretty sure you know this already but we accept a written letter too as well as phone calls, so are compliant with the Ofcom regulations there.

Chris Parr
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User RobertoS
(sensei) Tue 03-Jan-12 16:54:23
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Re: ordered my mac


[re: wingco1] [link to this post]
 
In reply to a post by wingco1:
The customer has fourteen days to consider any offers before needing to use the MAC before it expires.
More like 28 days really smile. The 30 days is up to the point where Openreach accept it as valid following its submission to them by the gaining ISP along with the migration order. The actual migration can be many days later.

Few gaining ISPs are likely to sit on an order for more than a few minutes. Next day perhaps.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
Standard User RobertoS
(sensei) Tue 03-Jan-12 16:55:43
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Re: ordered my mac


[re: chrisparr] [link to this post]
 
In reply to a post by chrisparr:
The same as the refusal to offer a second way of requesting a MAC, and demanding a phone conversation. That is definitely not as per the OfCom requirement.


@Robertos

I'm pretty sure you know this already but we accept a written letter too as well as phone calls, so are compliant with the Ofcom regulations there.
That's a change, as I believe all written requests result in a reply asking the customer to phone. Is that no longer the case?

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
Standard User willsweet2
(learned) Tue 03-Jan-12 16:58:05
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Re: ordered my mac


[re: RobertoS] [link to this post]
 
Thanks everyone for supporting me in this matter, I guess Plusnet don't want the chance of me returning, because that has now gone! I agree, why make me wait if I just want an instant hassle free switch. I have spent half of today stressing about this and searching all over the internet for solutions.

Edit: I might just drop Ofcom a line about this if it isn't sorted by the end of today wink

Edited by willsweet2 (Tue 03-Jan-12 17:01:46)

ISP Representative chrisparr
(isp) Tue 03-Jan-12 17:01:58
Print Post

Re: ordered my mac


[re: willsweet2] [link to this post]
 
@willsweet2

Edit: I might just drop Ofcom a line about this if it isn't sorted by the end of today wink


As above, we're compliant with the Ofcome regulations both for the timescale and the methods of requesting the MAC.

Leave it with me for now and I'll get the MAC as soon as possible (it require circumvention of the normal system process).

Chris Parr
Plusnet Support Team
Service Status :: RSS :: Email

Edited by chrisparr (Tue 03-Jan-12 17:02:55)

The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User willsweet2
(learned) Tue 03-Jan-12 17:03:09
Print Post

Re: ordered my mac


[re: chrisparr] [link to this post]
 
In reply to a post by chrisparr:
@willsweet2

Leave it with me for now and I'll get the MAC as soon as possible (it require circumvention of the normal system process).


Really, that's great. Thanks so much!!! Try and get it for tonight if possible please!

Thanks again,
Will.

Edit: try and add it to the already open ticket (#50467802) if posssible.

Edited by willsweet2 (Tue 03-Jan-12 17:04:43)

Standard User willsweet2
(learned) Tue 03-Jan-12 17:16:56
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SORTED!


[re: willsweet2] [link to this post]
 
We have our MAC Code now!

Thanks Plusnet smile

Thinkbroadband forums are beast, wouldn't have gotten this far without them!

Edited by willsweet2 (Tue 03-Jan-12 17:18:10)

Standard User RobertoS
(sensei) Tue 03-Jan-12 17:28:17
Print Post

Re: SORTED!


[re: willsweet2] [link to this post]
 
In reply to a post by willsweet2:
We have our MAC Code now!

Thanks Plusnet smile

Thinkbroadband forums are beast, wouldn't have gotten this far without them!
Result! Excellent smile.

I'm not sure what the "notice" arrangements are, but it is 10 days. So you need to check the start date and whether you need to give it now smile. Also what are you doing about email facilities?

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
Standard User wingco1
(legend) Tue 03-Jan-12 17:33:53
Print Post

Re: ordered my mac


[re: RobertoS] [link to this post]
 
More like 28 days
My mistake.
Standard User RobertoS
(sensei) Tue 03-Jan-12 18:03:25
Print Post

Re: ordered my mac


[re: wingco1] [link to this post]
 
In reply to a post by wingco1:
More like 28 days
My mistake.
A lot of people think the migration has to complete during the 30 days. You've probably picked up on someone saying that, because if that were the case than 14 days would be a wise time smile.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
Standard User bryhhh
(regular) Fri 06-Jan-12 21:21:56
Print Post

Re: ordered my mac


[re: chrisparr] [link to this post]
 
In reply to a post by chrisparr:
In reply to some of the other posts on this thread, the MAC is provided within 5 working days to allow the customer to consider any offers they have been made by our Customer Options Team.


Wow! Just Wow! Deliberately holding up the process so the customer can consider the options? That is low. The customer has 30 *optional* days in which to consider the options, why do plusnet think 5 of them should be mandatory.

I requested my Mac code on 30/12/2011, after a very polite conversation with the person on the end of the phone. I got my mac code on 04/12/2011 (which was actually within 3 working days), and I've had nothing but good experience with plusnet. I've found them as good as Zen, but without the hefty price tag of Zen. Then a few days ago, as per my other post in this forum, everything has gone sour and reading about this policy is the icing on the cake, and has left a bad taste in my mouth. As an IT Manager, I'm often asked by friends, family and co-workers about which ISP to use, and I've recommended plusnet almost exclusively for the past 12 months or so. I'm afraid I'm loathe to do that anymore.


My Broadband Speed Test My Broadband Speed Test
Standard User nadger
(eat-sleep-adslguide) Sat 07-Jan-12 10:15:25
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Re: ordered my mac


[re: bryhhh] [link to this post]
 
In reply to a post by bryhhh:
I requested my Mac code on 30/12/2011, after a very polite conversation with the person on the end of the phone. I got my mac code on 04/12/2011 (which was actually within 3 working days),

Wow - you actually got code 26 days before you asked for it wink

plusnet usergroup member cool
Standard User bryhhh
(regular) Sat 07-Jan-12 17:52:11
Print Post

Re: ordered my mac


[re: nadger] [link to this post]
 
In reply to a post by nadger:
Wow - you actually got code 26 days before you asked for it wink


D'oh! Of course I meant 04/01/2012. I'll edit the post. Thanks for pointing that out.

Edit: Can't edit the above post, too much time passed. frown

My Broadband Speed Test My Broadband Speed Test

Edited by bryhhh (Sat 07-Jan-12 17:54:29)

Standard User debian70
(newbie) Tue 17-Jan-12 09:24:31
Print Post

Re: ordered my mac


[re: willsweet2] [link to this post]
 
In reply to a post by willsweet2:
In reply to a post by GeorgeLloyd:
I can't understand why PlusNet hang on to the last minute to issue MACs. It leaves a nasty taste so customers are unlikely to return.


Yeah exactly, I would definitely never ever recommend Plusnet to anyone anymore because of all the little niggles I have had with them. Please, if someone from Plusnet is reading this, expedite my MAC code!

Thanks.


Exactly what has happened to me. The most horrible experience I had. Totally unprofessional. Just asked my MAC key.
ISP Representative orbrey
(isp) Wed 18-Jan-12 09:12:27
Print Post

Re: ordered my mac


[re: debian70] [link to this post]
 
Hi debian70,

If you're still waiting for the MAC please post a ticket ID or PM me with your Plusnet username and I'll get it sorted for you.

Regards,

Matthew Taylor
Plusnet Customer Support
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User debian70
(newbie) Sat 21-Jan-12 12:08:53
Print Post

Re: ordered my mac


[re: orbrey] [link to this post]
 
In reply to a post by orbrey:
Hi debian70,

If you're still waiting for the MAC please post a ticket ID or PM me with your Plusnet username and I'll get it sorted for you.


this is the ticket ID 51006150.
Thanks
Standard User nadger
(eat-sleep-adslguide) Sat 21-Jan-12 12:17:45
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Re: ordered my mac


[re: debian70] [link to this post]
 
It's possible that you'll have to now wait until Monday for a response as these guys may not be around at weekend.

He did ask you on Wednesday

plusnet usergroup member cool

Edited by nadger (Sat 21-Jan-12 12:18:56)

ISP Representative orbrey
(isp) Mon 23-Jan-12 11:20:31
Print Post

Re: ordered my mac


[re: debian70] [link to this post]
 
Hi there,

I'd just picked up the other thread (cheers for the heads up Nadger) and had gone to update your ticket with the MAC, but one of our support agents has already picked it up for you this morning (I'm sorry for the wait). Hope that sorts things out for you, please let me know if there's any issues with it or there's anything else I can help with.

Regards,

Matthew Taylor
Plusnet Customer Support
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
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