10 days for a MAC is twice as long as they are allowed, and risks investigation and fine from Ofcom

Murphx are in control of the MAC and line as the wholesaler with the contract with BT Wholesale or another wholesaler so its down to them....

In reply to a post by MrSaffron:

10 days for a MAC is twice as long as they are allowed, and risks investigation and fine from Ofcom

Ofcom have no teeth, they had many complaints about hiv not supplying MACs including from me and they ended up telling me to take them to court if i wanted anything more. They can only make suggestions to an isp to which they are not legally bound. On that note, has ofcom fined an isp purely because of user issues and not because another large company was not being paid?

As for hoping hiv might transfer users, you might as well forget about that. They were uncontactable and useless as a support company when they were running for the last year so they arent going to change now that things are much worse for them.

I am another of those left hanging by the demise of Hi-Velocity - over 5 years from starting with them. I wonder how many of us were left at the end?

While HV is unquestionably the more guilty party here, I am certainly not impressed by Murphx cutting off internet access without any warning. They could at least have had the courtesy to put up their walled garden message and then allowed access for one or two day for people to understand what had happened and to make arrangements to transfer.

Luckily I still have a dial up account hanging around from my days with Freeserve (remember them?) which allowed me to sign on and find out what was going on (mainly using this site of course - thanks guys)

Their walled garden message did not come up unless I dismissed a browser generated message telling me the site should not be trusted due to suspicious self-signed certificates, or some such (similar messages in both Firefox and IE7). Even when I got through this screen the page did not display correctly on Firefox, and it was only after a while when I tried with IE7 that I saw the message to sign up.

I didn't get a call back from Murphx as per the option on their walled garden sign up screen, which I was told was due to the number of people affected.

Unlike an earlier poster, I was given no offer of a 24 hour connection and simply given the option of either paying up or requesting a MAC code and being without access for 10 days (the time I was quoted for a MAC code to be issued). With my son sitting A-levels and needing to access the internet for research, there was little option but to sign up.

I was told that I would get the same service that I had with HV, but after asking several times what the service I would be getting was, it turned out that I am paying 5 pounds more per month (up from 20 to 25) for a service which is capped rather than the uncapped product I was on with HV, so not the same service and not the same price.

The plus points I can make for murphx are that they were efficient, gave me the ID and password I needed for my router over the phone (after having paid them), the person I spoke to was polite enough, though not very knowledgeable on the products that I was signing up for, and that connection using the new ID/PW worked without problems.

I now need to find a new provider. My choices will be limited as there is no LLU in the exchange, from earlier posts I am leaning towards either IDNet or Viviciti, but will keep scanning for suggestions, especially for ones with bundled wi-fi access.

In reply to a post by MrSaffron:

10 days for a MAC is twice as long as they are allowed, and risks investigation and fine from Ofcom

In fairness to Murphx, at least when I spoke to them, their comments on macs suggested that it would take some days (approx 3 days) for a Mac to be generated. This was partly due the the volume of requests created by the walled garden and partly due to the manual nature of generating individual end users macs, something they are not usually geared up to do.

This would then be followed by a further 5 - 7 days for BT to action the mac over to your chosen supplier.

Hence it could be 10 days plus without internet if you request a mac now and then use it with another supplier.

However if staying with Murphx then the internet could be back on in minutes. I was told end users would be on monthly contracts and therefore could ask for a mac at any time.

So perhaps its a question of whether customers need the internet back now, then sort out who to go to over the first month, or whether they prefer to go a few weeks without internet to go straight to the chosen isp.

In reply to a post by MrSaffron:

Murphx are in control of the MAC and line as the wholesaler with the contract with BT Wholesale or another wholesaler so its down to them....

I wondered if HV would be able to do a cease and reprovide on the lines?

I suspect they did this in the past when they switched from IP Telecoms LTD to Hi-Velocity Ltd last year and connections were down for a few weeks.

Thanks for the thread: have been keeping an eye out...

In reply to a post by Anonymous:

The best bit is, they sent my bill through today which is unusally early, shame it is paid automatically.

Cheeky b@stards..

And exactly the same here. Suspended, transferred over to murphx only to find hivelocity had sent a bill the same morning (26th May). And, to add insult to injury, looking back at the credit card they also charged two months in April.
(Of course, if I hadn't set mail forwarding from hivelocity, I would've been oblivious to that latest bill too).

Good luck y'all - still trying to find out the precise package details frommurphx but didn't exactly have much choice in the matter, being left high-and-dry with no notice.

David.

In reply to a post by hdd:

I was told that I would get the same service that I had with HV, but after asking several times what the service I would be getting was, it turned out that I am paying 5 pounds more per month (up from 20 to 25) for a service which is capped rather than the uncapped product I was on with HV, so not the same service and not the same price.

Ah, well; that's answered my question, too. Thanks....
Was also on uncapped hivelocity, but £25/month or thereabouts since I only signed up 3-4 years back, IIRC.

d.

They might, but given the cease fee that now exists this is unlikely

Total lie that it takes BT 5 to 7 days to action the Mac over to your chosen supplier - the system does not work like that.

Providers/Wholesale have access to a BT system that can generate a Mac within a minute, the sensible ones have automated this