MAC Code Woes - Xilo ADSL to BT Infinity

This should be easy...shouldn't it?

Got Infinity in the area, so signed up for Infinity 2. Need MAC Code to proceed. Xilo supply a 17-digit code (with 7 numbers before the /). BT unable to proceed as the MAC code they are expecting should have 8 numbers?

Has anyone experienced this? ISP says its a good code, every article I read says the MAC can have 7 numbers and still be okay? Is it a shortcoming on the BT side? This week I reckon it's cost me over 2 hours on the phone, including a call with BT yesterday that actually amounted to a cancelled order rather than resolving the issue.

Has anyone had this much fun getting a fibre service?!

Thanks
Greg

Edited by deleted (Tue 10-Mar-15 19:29:31)

Have you seen the Ofcom site re.the MAC :-

http://ask.ofcom.org.uk/help/internet-service/MAC

http://consumers.ofcom.org.uk/internet/broadband-swi...

BT will need to process this manually.

8 numeric digital MACs before the / are, these days, only associated with when migrating from FTTC, i.e OGEA12345678/AA01A.

ADSL/LLU MACs are still usually LXYZ1234567/AA01A.

We've heard of this before but only appears to impact BT Retail and once they process manually will work fine.

They can use the Openreach validator to confirm the code is valid.

Matt