MAC key requests - new regime starts today

I see from a news article on the BBC website that from today ISPs are required to provide a MAC key within five days of it being requested by the customer. Failure to comply could expose the ISP to stiff penalties.

I set out below my own recent experience of migration from Plusnet LLU to Be ISP.

On Friday 26 January I raised a Plusnet ticket to request a MAC key. This ticket got kicked around amongst the Plusnet staff for seven days.

On Friday 2 February Plusnet requested a MAC key from their supplier.

On Friday 9 February Plusnet provided me with the MAC key. That evening I placed an order with Be ISP. I also called their Customer Services a couple of times that evening to clarify some concerns and was surprised about the ease of getting through and the efficient way they dealt with my queries.

On Saturday 10 February at 8am Be ISP e-mailed me with a full timetable leading to the migration date of Friday 16 February.

On Monday 12 February Be ISP shipped their fully configured BeBox which arrived on Tuesday. I'm now in the hands of BT Openreach to complete the migration this Friday.

There are a couple of points that are worthy of note:

1. Plusnet will need to sharpen up their response time to MAC key requests under the new rules starting today. the above 14 days needs to be reduced to 5 days.

2. Be ISP's quick responses and helpful staff are a refreshing change after the last 9 months of poor customer service from PlusNet.

In reply to:

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1. Plusnet will need to sharpen up their response time to MAC key requests under the new rules starting today. the above 14 days needs to be reduced to 5 days.

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Indeed. The bit from the 26th Jan - 2nd Feb isn't a cause for concern as we've reviewed and amended our policies in line with the new ruling. The time taken to get said key from Tiscali though is. I raised this a few days ago and I'm assured their response times have improved but this is something we will continue to look at.

In reply to:

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2. Be ISP's quick responses and helpful staff are a refreshing change after the last 9 months of poor customer service from PlusNet.

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Most of our inbound migrations are dealt with as efficiently as that too No seriously, I can't deny things have been sticky over recent months but we're back on top of the customer service side of things I think now.

Kind Rgds,

As an ex- Plusnet customer, I can say from experience that Plusnet were faultless in both my inbound and outgoing migration and the service levels in both cases were nothing but exceptional.

Indeed. The bit from the 26th Jan - 2nd Feb isn't a cause for concern as we've reviewed and amended our policies in line with the new ruling. The time taken to get said key from Tiscali though is. I raised this a few days ago and I'm assured their response times have improved but this is something we will continue to look at.
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PN/BT had better hope so because it is you and not Tiscali who will be liable to an Ofcom fine if they slow down your MAC process. At the risk of being fined 10% of your turnover it would be worth renegotiating your contract with Tiscali to give you protection in case their slow responses continue and you have to pick up the tab.

Simon

I second that, I found leaving very easy.

In reply to:

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PN/BT had better hope so because it is you and not Tiscali who will be liable to an Ofcom fine if they slow down your MAC process.

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The official statement from Ofcom states that the service provider (PlusNet in this case):

"must respond in writing (letter or email) with the MAC, or
reason for its non-issue, within 5 working days of receipt of the customer

Though in that case the Network Communications Provider would be in breach of GC22

Exactly.

No contract negotiations needed
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I think that would be very bad advice for any ISP who contracts with a wholesale BB provider. The potential financial penalties are huge and any prudent business should seek to defend itself from the risk of damage by suppliers' actions. In fact I would be surprised if all such contracts had not been modified since the new Ofcom regulations were announced.

No doubt, Ofcom would pursue the wholesale provider where it was clearly the only party at fault but it would be no surprise for a wholesaler to try to bounce blame back to the ISP, especially when the stakes are so high - and where the blame may not be clearly attributed, Ofcom have left themselves the option of pursuing both parties collectively.

Simon

I'd agree that they probably should have reviewed just in case.

My point was that PlusNet can meet their obligations by responding to their customer within 5 days stating that they cannot produce a MAC due to problems with their wholesale supplier [If that was the case]. Ofcom wouldn't then be able to fine PlusNet for not providing a MAC.

At least that's my reading of their statement - any pointers to sections which contradict this welcome of course.