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!