requested my mac

got fed up with talktalk and there problematic broadband

requested my mac yesterday spoke to a nice guy called jatin and he said id recieve it either by phone or by letter in three days hmmmmm wont hold my breath.
i was thinking of phoning again no later than friday to make sure everything was going ok

Hi,

I did the same after trying to sort out speed issues with their 3rd line tech support for a month, only to find they cannot resolve the issue.

I was promised a MAC in 24 hours because of the issues that I have been experiencing, when it didn't arrive I called them and was told I would get a call that afternoon.

This never happened, so I called back and was promised a call back in 48 hours with a MAC and this never happened either.

I've been told different things by different agents, from 24 hours to 14 days.

I finally got my MAC today, after emailing Charles Dunstone (the CEO) about the way I have been treated and the issues that I have experienced and the fact that I have spent over 6 hours on the phone in the last 7 days trying to sort the issue out!

I assume that you have completed their 'Disconnection Request' form? This is required before they will even think of issuing you a MAC.

I would definately advise against holding your breath, you're likely to die before they even acknowledge you, let alone providing you a MAC!

Good luck!

Daz

yes i compleated the online mac request on monday and i told jatin about this yesterday

while he was speaking to me he informed me that he was sending * cant recall the department* a message advising them i wanted my mac code

As long as i get it before the end of the month or even early next month thats fine

Hmm...

I've heard that before. I was told my MAC request was escalated to be dealt with as a priority three times, it still didn't happen.

Anyway, you may have just got through to the one person in the whole place that's actually helpful. However, if it doesn't happen and you find yourself on the phone for endless hours chasing the issue (like I did) drop Charles Dunstone (the CEO) an email explaining everything that has gone on.

Remarkably, they managed to get me my MAC code and call me back within 24 hours of sending the email!

Daz

Update

Phoned talkalk as the three day timeframe had passed spoke to another nice guy called tarik seemed to know exactly what he was talking about or gave that impression lol

He informed me that it would take 5 working days not the three i had been told.
asked me to phone back tuesday if i hadnt recieved anything.
i did ask if my mac request was on my account page on there system and he said yes and he could see that some sort of action had been done on it which sounds promising

I will wait till tuesday before i start taking things further i already have the 01925 number and Charles Dunstone email noted down if things dont progress

ps im keeping a log of phonecalls ive made to talk talk and people ive spoken with
to cover myself if things go pear shape

LOL, another lied to customer.

Next time ask them what date is your D/C on their system, and they will say
'What date did you request your D/C'

There is no link on their notes system to the relevant department, so that note on the system can sit there and not be actioned. UNLESS someone sends a notice to relevant deparment to action the request.

oh and 'is there anything else... Have a nice day'

When I requested my MAC (using the on-line application form) I started a log on here. Somehow, I got my MAC within 17 days, despite them denying all knowledge of the initial request.

Strange that.

It almost seems like they are reading the forums and seeing who is likely to document the conversations with them...

Andy

your post doesnt fill me with optimism choa32 lol

Well if nothing happens by tuesday i will be phoning again but i have a good feeling about it
*crosses fingers* or is it im glad its almost the weekend lol

Thats just my experience, also the note system dnt feed thru the the billing department! eventho they say it does.

So u have to start another military operation to get urself off their billing list.

Edited by choa32 (Fri 21-Jul-06 15:17:20)

A thought if you are calling from a phone that has recording facilities you & everyone might wish to consider recording calls to the "experts".

I have done this every time i've spoke to them just in case i need it further down the line!

Tried that one, they denie all.

it doesnt look good lol

ive waited now over 5 working days asked for it mon 17th and still no mac code
i was informed that i should phone if i hadnt heard anything by monday

i was hoping it would be straight forward but its not looking like that
i assume in my next phone call with tt cs they will say that its not 5 working days its 10

any advice if they change the number of days again ? how long is it supposed to take ?

With both migrating in and out I was forced to email Charles Dunstone. Otherwise the request just seems to sit there inactive for days, weeks or even months. Once I'd done that, I got my migration code within 48 hours. It never fails to amaze me how they make the same mistakes over and over again. One would think they would have fixed an obviously faulty system by now. For a communications company, TalkTalk communicate very badly.

i phoned tt today and they informed me that the mac code should be with me by wednesday hmmm

I spoke to a nice a lady which i always find difficult as i dislike causing a fuss its not her fault and u could tell she was speaking from a script

but if its not with me by thursday morning im on the phone again.

What department do i request if i dont want to speak to cs india and want to speak to somebody further up the ladder ?

I have to say, I had exactly the same.

After a week I refused to put up with it any longer and contacted Charles Dunstone via email and explained exactly what had happened:

[email protected]

I got an email back a couple of hours later saying that he was getting someone to investigate. I then was called the same day, although I wasn't able to answer the phone and, true to their word, they phoned back the next morning and gave me my MAC.

Someone, somewhere does care. It's just a case of getting through to them to get something actioned. India just seem to read from a script and their supervisors and managers are always in meetings so you can never get anything escalated.

Daz

i'll wait and let things play out till thursday i just hope it is sent either today or tomorrow

thanks for the email address i also have the 01925 number if i dont get a reply from dunstone

well i decided to phone tt today rather than tomorrow

I was told that i should have recived my mac code by now and that she would get her supervisor to phone me by friday with it ! hmmmmmmmmmm

if i dont recieve anything by friday 12pm i'll be on the phone again i had hoped that maybe things had improved guess it hasnt.

no more mister nice guy if i havent got anything by friday lol

Hi All,
new to forum, just wanted to add my voice to the growing roar from people having problems cancelling from Talktalk.

I have attached the email I have just sent to the MD at Carphone Warehouse; let's hope it has the desired affect.


Dear Mr Dunstone,

I was hoping that by going to the man in charge I could get something done with my situation re: Talktalk broadband, which so far hasn't happened either at the Carphone Warehouse store (Hoylake) where I placed my order, or on the telephone or by email.

I placed an order (no. 1140411) on 24/4/06; the phone service was switched over in May, without incident, so far so good.

I was originally informed in the store that my broadband connection would not switch over until the beginning of July due to demand, but to provide a MAC code, which I did (nb BT gave this to me without any problems, immediately - I had to wait on the line no more that 5 minutes).

When July came and I had received no notification of a switch date, I called in at the store again, was told to get another MAC code (which I did, again without incident), and the service would switch by the end of July.

On Monday last (24/7/06) discovered that my BT Broadband had stopped working. I had received nothing in the way of Welcome pack, or notification by either email or letter. I was led to believe at the time of ordering that the switch would be seamless if I had provided a MAC code.

At this point I decided enough was enough and I would be cancelling my order, as CPW had patently not lived up to their side of the bargain.

I spent most of Monday and Tuesday trying to call the Customer Services number, only to be met with a recorded message that all operators were busy, and then the line was disconnected.

Consequently I went back to the Point of Sale (the Hoylake Store) on Wednesday 26/7, explained the situation, then had to stand there whilst the salesman (Mike I think) tried ringing the back office for over an hour! At one point his colleague set all the phones ringing on speaker phone at once, presumably to improve the chance of getting answered.

Eventually he got through, and after some conversation I was passed the phone, to be told that it would take at least 16 (sixteen) working days to obtain a MAC code from CPW so I could return my broadband to BT. He also said I would be charged

Ur welcome pack got lost in the post with the bananas.

Well my talktalk relationship has ended at last
ive recived my mac code after 10 days *not too bad*
i did have to phone repeatedly i guess it shows how much she'll miss me lol

do i cancel my diect debit with talktalk the next payment goes through on the 30/7/2006
for the period ending 17th of this month. i know i owe for that date and upto a week from now till my new isp takes over. i'll pobably cancel later next week and then send a cheque for the outstanding balance ? does that sound reasanable ?

Hi

I just got my Mac code from them after 1mth or longer , lol and guess what its not a valid Mac code

thanks

i hope mine is a valid mac code i've aleady given the code to my new isp so i should know within a day or so.

II did have one problem and it wouldnt accept it but i changed the code to capitals and it worked

good luck one and all in your talktalk battles * have i spoken too soon*

What I really fail to understand is why TalkTalk have such a problem with MAC codes. Every other ISP seems to be able to produce working MAC codes within a couple of days maximum. TalkTalk however, can take up to 2 months to actually produce one and it often takes 2 or 3 codes to actually get one that works. Does anyone else think this is a deliberate ploy or am I just being very cynical?

@frosty99

your problem would have been solved by a call to the tech support line.

they would have been able to explain that the service had been switched accross to tt and was active on your line.

the reason why your could not connect was that your modem was trying to connect with the username and password given by your previous isp.

as all modems in the uk use standard adsl settings the only change required would be the tt username and password.

seems to me that you are one of those people who don't believe the only solution to a problem is to cancel the service whenever you hit a bump in the road.

yes, they do have a few distribution problems with modems, but what can you expect when double the amount of people that they expected sign up for their service - i would give massive props to someone who can just magic up around 100,000 modems in the space of a few weeks.

Edited by puddles (Sun 30-Jul-06 22:24:14)

I dont think its deliberate, i think is all down to lazy staff, and incompetent staffs. and not priority in tha issue.

So no WOW in people still getting problem with MAC code!
Or you can ask their 'Sister company who generates our MAC'
Source: CS Talktalk
hmmm i wounder what company is that? i dont think its BT as they are mocking them every time they call me! LOL...

yo guys I just thought I might give u this email if u're having problems. I strongly suggest u email him.
Email:[email protected]

He's the customer liason executive