What chances are there of me getting a MAC number?

I've been a slightly disgruntled TT broadband customer for over a year and a bit, mainly due to frequent disconnections and constantly getting sub 1MB speeds on a 2MB line (some days dial-up would have been faster!). Fortunately I wasn't stupid enough to get sucked into the 'free broadband' offer, but have been patiently waiting for my 12 month contract to expire.

Anyhow, on the 5 October I rang to request a MAC number. The request was taken along with an email address to send it to, and despite being told that was all I needed to do, I backed this up with a recorded delivery letter giving the obligatory 30 days notice.

Over a week later I had heard nothing, so gave them a call on 14 Oct. Explained what had happened and was told the link back to the UK was down and to ring back in the morning. Called again the following morning (15 Oct), explained the situation again and asked for an update on my MAC number request. My phone call on the 5 Oct was acknowledged - great, but the operator couldn't give me any further info, but would call me back that day with the details.

Wasn't convinced I would be called back (given the posts on this forum), so gave it a good 7 hours before calling again. My MAC number request on the 5 Oct was once again acknowleged along with my enquiry earlier that day. However, instead of getting the details of my MAC number, I was informed that a second request for a MAC number had been logged just to make sure and that I should call back again the next day to get an update on this new request.

It's now the 16 Oct. I gave a good 24 hrs before calling back, went through the same conversation, same acknowledgements of my previous calls etc. But got the same old excuse, no information (is there a pattern emerging, fobbing me off I wonder?). The upshot of this conversation was that this time I would be called back on my home landline within the next 24hrs with the details of my MAC number. Now given that I'm at work all day, I explained this to the operator who was amazed there would be no-one at home to take the call and therefore asked for a mobile number, which I gave him with instructions that they could ring me on it before 19:00 in evening and after 19:00 they could use my landline (although if they are ringing after 19:00 tomorrow, that isn't within 24 hrs of our conversation).

So, what do you reckon my chances are of getting said conversation, with MAC number; and any advice how I can escalate this if it doesn't happen?

sorry you are leaving TT, but it can take upto 5 working, but not too sure as dont work in CS. Leave it for 5 working days, you should be able to get your mac code if this has been requwsted by the CSA (customer service advisor).

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Anyhow, on the 5 October I rang to request a MAC number.

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I backed this up with a recorded delivery letter giving the obligatory 30 days notice.

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Over a week later I had heard nothing, so gave them a call on 14 Oct.

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Called again the following morning (15 Oct)

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My phone call on the 5 Oct was acknowledged

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gave it a good 7 hours before calling again. My MAC number request on the 5 Oct was once again acknowleged along with my enquiry earlier that day.

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It's now the 16 Oct. I gave a good 24 hrs before calling back, went through the same conversation, same acknowledgements of my previous calls etc

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So what part of this didn't you understand? leave it for 5 working days indeed!!!

like I said I dont work in CS, do not too sure what the lead time is for a MAC number. If the orignal CSA has done it right on the 5th oct, there should be not reason why his mac number is not added to his account details.

Sorry about the sarcasm (missed off the sarcasm tags again, damn!) but, as you can see from my sig, TT are not my favourite ISP at the moment.

Anyway, many places can give a MAC code over the phone. So the 5 days wait is silly. I'd call 48 hours reasonable, 5 days daft, but the 14 days that it used to be is downright insulting.

I would be very surprised if the MAC number is on his/her details. I've got 6(!) Disconnection forms on my details and I'm STILL getting bills.

My advice is to call again and again and again. Use the 0800 number that is available on this forum somewhere so that you are not paying TT even more money than you should be.

Andy

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Use the 0800 number that is available on this forum somewhere

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0800 085 5900

sorry shielder you had an awful time, in theory if the CSA has done it right and filled out the correct form, it shouldnt take that long to get the mac, it just depends on the CSA if hes done it right, as the form gets sent of to another department.

And if theres a problem with the form, they will send it back to the orignial CSA to correct, but this is not always the case, which they will just ignore it.

sounds like to Vogons to me lol

Given it has been more than 5 working days since my original request (8 days and counting), I think I have waited for long enough and given talktalkguru's post it sounds to me that the request was screwed up by the CSA I spoke to.

As I haven't heard back from them so far, it looks like I'm stuck with giving them a call each day in the hope that the second MAC number reuqest was submitted correctly.

Will be interested to see if I can get a MAC number before my requested disconnection date of the 9 November.

If I was you, phone CS again 0870 444 1820 should be free on a TT landline, and ask them what they are playing at, you should have got the mac number by now as you called on 6 oct and they have acknowledge this.