Waiting for a MAC code (Xilo)

Hi all,

Just wanted to vent my frustration. Ordered BT Infinity last Friday (31st), and requested my MAC code from my current ISP, expecting it to be a quick process as I've used MAC codes before from other providers and it's been pretty much a 5 minute process. Here I am on Thursday with still no MAC code. I know it's within the 5 working days, but I always though that was just a upper limit as opposed to how long it takes! I'm getting frustrated as I have an installation date booked with BT, and booked the time off work, but BT can't confirm until I give them my MAC code, and I'm worried that my installation date will slip due to Xilo.

Sent them a message asking for an update which has just been ignored :/

Any advice?

We don't ignore any tickets but are a little swamped at the moment. I can't see any that have not had a response though - whats your ticket number?

Requests are processed and as soon as our system gets them, you're emailed.

Matt

Edited by uno (Thu 06-Sep-12 12:02:45)

Hi,

Ticket 2012-08-31-L352

Is 4+ working days the average time it takes for you to get a MAC code? Just curious as most providers seem to offer them in minutes.

Thanks

Depends on our suppliers.

Some are quick (automatic), some are not.

Re: ticket. We replied within a minute of them main message saying it had been requested. We've not seen your latter update as the ticket was effectively placed in awaiting MAC status, we check these on the final day to ensure a code has gone out and if not, to chase further - just in case as sometimes one of our suppliers can be a bit rubbish and getting these out to us.

Matt

Plusnet can be up to 5 days and you can only get a MAC by a phone call to CS or sending a letter to them via snail mail.

Just to come back on this for you.

C&W, the wholesale network in this case, have to generate them manually. Unlike, say BT, they have no automatic system in place. It's all done by hand and they do take their time.

We've given them a poke for you and will do so again tomorrow.

Matt

Thanks. Am I likely to get this before 4pm (the 5 working days mark)?

Edited by deleted (Fri 07-Sep-12 11:16:32)