In reply to a post by ultra:

Oh, it's a user (PN-side) interface problem not giving the current products.

Something for the job queue surely (5 years ago!)

Afraid so, we were hoping to get it sorted a few months ago, but it's a big piece of work, and we get very few of those these days.

In reply to a post by ultra:

(Sorry, only had 4 hours sleep, so might be a bit too sarcastic or cynical today...)

Ditto, apologies if my reply up there seemed short or sarcastic, it really wasn't meant that way.

Ah, that's 'cos those products have a load of other options, like changing the amount of included usage, or going from fixed or flex and such like.

For BBYW you'd need to go direct to the DTW page, or select 'control your broadband' and then the price limit option.

OK, just not clear that it is the DTW page when on any of the links are even when you are on the page - it isn't called DTW within the package - hence the reason I was unable to find it before (despite the fact I have used the actual option a number of times without knowing it was called DTW). Maybe you could change your new help page on this to include the information on how to get to it on the old BBYW products?

I gave a link direct to the page, does that not work for BBYW?

Indeed - and if you have more than 200,000 the extra cash will be greater, just adding to the clear profiteering case.

Sorry but I think this is for no good reason than profiteering. It doesn't add any "admin" to your billing since it's automated, but it does mean customers will have to pay a minimum of £5 for even the smallest extra usage, and not as little as £1.

Yes it does work, but even that page does not call it data watch. So, I couldn't be certain I had landed at the right page - especially as it is a monetary cap and has no relation directly to data usage.

We're taking a first payment of £40.00 for your account.

Given the 'order tracker' is fibbing, can you tell me what sum will be taken, please ?

In reply to a post by Addnan:

You can't get a MAC through the ticket system. You have to phone.

I was asked to post this: For those that are interested in how to obtain a MAC code without wanting to jump through PlusNet's hoops, here is the procedure:

1. Submit a MAC request via the portal.
2. Play ticket tennis with the CSC for five working days making sure you insist they send you your MAC code and remind them you submitted your MAC request x days ago and they have x days left to provide it. Tell them you don't want to phone their number and you have absolutely no interest in talking to them about it. You just want your MAC code.
3. Once they've messed you around for long enough submit a complaint to the ISPA and tell them they're refusing to give you your MAC code as per OFCOM regulations so you can migrate out. Quote the entire ticket trail in the your complaint.

ISPA complaints URL: http://www.ispa.org.uk/cgi-bin/complaints.cgi
OFCOM regs URL: http://www.ofcom.org.uk/advice/codes/bb_migration/

When you submit your ISPA complaint a copy will also be mailed to PlusNet. Within a matter of hours PlusNet will then issue you the MAC code.

The part of the OFCOM regulation PlusNet are in violation of is refusing to issue you a MAC code when you've already authenticated yourself as the account holder. You do this when you login to the portal using your username and password.

Refusal to issue a MAC

A1.11 The Communications Provider shall only refuse to issue a MAC to their End-User if:

1. the Communications Provider has, by taking reasonable steps, been unable to validate the identity of the person requesting the MAC as the End-User;

In the unlikely event that PlusNet ignore the ISPA complaint then you need to write a complaint to OFCOM. OFCOM are apparently updating their web site so they can properly receive complaints about unresponsive ISPs not issuing MAC codes. I'll follow up this thread if I see the alteration to OFCOMs web site.

With a bit of luck PlusNet will start responding to portal MAC requests within the OFCOM timeframe. If not, I'm sure OFCOM or the ISPA will explain the error of their ways to them in greater detail.

TT

The thing I find slightly annoying is that Plusnet quote 'up to' five days wait for the MAC to be produced, but after my phone request on Monday, the ticket is immediately put 'on hold' until Friday... A full working week to produce a MAC?

Edited by dieselglider (Fri 12-Mar-10 05:26:06)

You've failed to quote a significant part of the regulations:

A1.4 The Communications Provider shall provide its End-Users with two or more of the following contact methods:

1. telephone numbers;
2. e-mail address; and
3. postal address,

for the purposes of an End-User contacting the Communications Provider to obtain a MAC.

The T&C's used to say you could write in (I can't find this in the current version) and the help assistant says you have to ring in. Previously Plusnet could point to the two methods (telephone and postal) and refuse to respond to a ticket requesting a MAC.