TT failed to use MACs

I'm trying to get ON to BB with TalkTalk.
The MAC code they asked for has just expired, with no service or username/password.

As this is the 2nd MAC I've given them without success, rather than get a 3rd one I've asked for a 'cease of service' from my previous ISP (Pipex). It takes 7 days. Will this make the line free for the TT service or will it be just as difficult?

Of course I've phoned TT 5 times this month, plenty of apologies and mis-information but no real help.

OFCOM's General condition 22 says they must:
(1) 'use the MAC process where it applies', and where it doesn't (no live Broadband connection)
(2) 'ensure that migration is carried out within a reasonable period..and with minimal loss of Broadband service''

Constructive help appreciated, waiting since July 06!

You can either cease the previous provider yourself or enter the MAC code onto the talktalk website at http://www.talktalk.co.uk/macrequest and it will be directly input to the ordering system without having to rely on customer services.

I have already ceased my previous provider today. I just don't know what to expect now.

Also I did previously enter my MAC code on the page you mention, pressed 'submit' and was directed to a page which said the entry was successful. Phoned customer services 4 days later to check and they had no record of it - so not a reliable method.

The MAC was ok over the phone though and was 'accepted'. But nothing happened and now expired according to Pipex.

Edited by greggo (Thu 05-Apr-07 00:05:19)

In reply to:

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Constructive help appreciated, waiting since July 06!

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Constructive help is presumably getting you a service from TT, and unconstructive help would be telling you to look elsewhere if they can't manage it by July 07

What time frame did Talk Talk give for connecting you? When you order via the website you are suppossed to get a rough date.

Plenty of cases of people going through two or three MAC codes, and this is why Orange charged for second ones for a few months.

With Talk Talk they run a queuing system which is why they have 100,000 or so more people connected to their Talk Talk 3 phone side than the complete broadband deal I believe.

Ceasing service with Pipex could leave you without broadband for many weeks.

September 2006 was the date given and still on the website.

Hoping not to have to wait too long without a connection - I must be near the front of the queue by now!

Surely having the line clear (a cease) should make things easier, since they seem unable to manage a smooth MAC migration?

I've looked at Ofcom rules (General condition 22) which say even without a MAC there should be 'minimal loss' of service. Has anybody tried quoting/threatening an Ofcom complaint to get TT to do things properly?

Will phone Pipex but it may be too late to change the Cease of Service to get yet another MAC..

This sort of long delay is alas the way Talk Talk do things, get you connected to the phone service and in the contract, but the 'free' component comes along eventually.

You want it free, then this wait is the penalty it appears

Fair? All down to people like you complaining to trading standards

The CPW CEO has indicated that no IPStream provisioning will occur if the projected TT BB go live date is less than 10 weeks. That means you might have to wait over 2 months without BB, so cancelling the existing service is not recommended. New connections for "free" BB are now generally made direct to LLU lines except as above.

When migration time comes, the old service will be disconnected and the new one connected. Use the MAC and give the old ISP notice to quit when you have been reconnected.

Hi,
I have some useful advice for anyone experiencing serious delays with provision of talktalk broadband.
I switched to talktalk from BT for phone & tiscali for BB.
My phone switched very quickly in January, with a provisional go-live date of Feb 12th on BB.
I got MAC from tiscali about 16th Jan & sent it straight to TALK TALK who acknowledged it's receipt.
But then come 16th Feb when it expired and nothing had happened, upon contacting talk talk's far eastern call centre, was told that it had been delayed due to some problem with my line (a likely story).
I was incensed at the lack of communication and rang OFCOM.
They were very helpful, took all the details and lodged a formal complaint.
They then gave me a number for Talk Talk high level complaints team in London.
I had a call from them within an hour and had a dedicated contact to ensure it went through.
It worked ok second time around, as I went live last week!
Got a bit of compo too!
Only downer was that I lost service for 9 days because tiscali cut me off before talk talk took over!
So get on the phone to OFCOM & ask for the number for Talk Talk High Level Complaints!

Good Luck

Ade

Thanks for the advice - I've managed to cancel the 'cease' and am now being issued with another MAC (3rd one) by Pipex.

I will make a complaint to OFCOM as you suggest, thanks. Ade - did you ever give TT a 2nd MAC code?

I will also complain to Trading Standards because TT offered me a deal including BB which I pay them for (Talk3 International) and they've failed to deliver. I signed up 9 months ago and even the projected 'go live' date was 7 months ago - unreasonable even if they do have get-out clauses in their contract.

Does anyone have any experience of Trading standards complaints?
Has anyone waited longer than 7 months AFTER their go live date?

Ironically, I'm happy with the phone service...

Edited by greggo (Sat 07-Apr-07 18:21:06)