MAC - Key - I am leaving

[#1]

to go back to topic - I had to ask for my Mac key on the 5th day, but then was informed by Sky it was not required to move to them.  The changeover was done on day given and the router had arrived over a week before so it was very straightforward.  It was just a shame that PN kept my account open but fortunately that was sorted by the lovely Ben.

[#2]

I phoned up  0114 296 5098  or you could use 0845 140 6002

[#3]

Making somebody wait 5 days for a MAC code is indefensible. When I left BT (to move to PN, but they didn't know that) mine was quoted over the 'phone immediately. Yet another area where PN could improve their customer service, I suggest.

[#4]

Imagine how much money PlusNet would lose if they were to issue keys immediately.
The extra 5 days subscription multiplied by the number of people who leave, it must add up.
Quite sneaky really. Like the £5 one-off charge for a static IP.

[#5]

Interestingly, I found the following on ofcom.org.uk:

Quote

Under Ofcom regulations, where a consumer or small business (with 10 or less employees) wishes to change broadband provider, a MAC must be issued within 5 working days of the request. Companies must offer at least two methods of providing a MAC (by email, phone or post etc). You should then present the MAC to the ISP you want to switch to and it will then process the request to migrate and inform you of the transfer date. The service should then be transferred seamlessly and with little or no disruption of service. However, there are some circumstances where the losing broadband supplier can refuse to provide a MAC. These are: •    the broadband supplier cannot confirm they are dealing with the named account holder •    the broadband service has already been disconnected or in the process of being disconnected •    the broadband supplier has already issued a MAC and it is still valid •    the broadband supplier is unable to obtain the MAC from their own supplier •    the broadband service is supplied through a full Local Loop Unbundling (LLU) package If any of the above apply to your particular service, your broadband supplier must make this clear to you.

So according to Ofcom, it looks like Plusnet should have informed him the MAC code wasn't required (as long as he specified that he was going to LLU - chances are he didn't know at the time!)

[#6]

I do recall instances where a MAC has been requested and the problem fixed within the five days resulting in the customer not moving.
If a MAC is issued immediately on request the customer could move to a new ISP taking their problem with them and preventing Plusnet from attempting a fix.

[#7]

Good point Strat!  I think it's always worth giving your current provider a chance to resolve an issue before jumping ship as the answer to everything!

[#8]

Quote from: JonJon

Quote However, there are some circumstances where the losing broadband supplier can refuse to provide a MAC. These are: •    the broadband supplier cannot confirm they are dealing with the named account holder •    the broadband service has already been disconnected or in the process of being disconnected •    the broadband supplier has already issued a MAC and it is still valid •    the broadband supplier is unable to obtain the MAC from their own supplier •    the broadband service is supplied through a full Local Loop Unbundling (LLU) package If any of the above apply to your particular service, your broadband supplier must make this clear to you. So according to Ofcom, it looks like Plusnet should have informed him the MAC code wasn't required (as long as he specified that he was going to LLU - chances are he didn't know at the time!)

Don't see how?  From reading that it is only if you are coming from a LLU service back to BT that one is not required.  Going the other way; it looks to me like you should still request one.
jim:green quote tags fixed mod:end

[#9]

Ah yes.. I've just re-read it and that would make more sense 🙂

[#10]

I phoned Sky - who confirm that I do not need a key. The only reason that I asked for one was that it was in some general literature I read on the Sky website before I initiated the move.
One general comment ; When I thought I needed a key  I was forced to ring Plus net to ask for a key there is no way of asking via a ticket. This seems to be a ruse to try to keep you as a customer I was offered a cheaper deal for 3 months to stay  - by this stage it was too late. If they had reacted to a support call placed some time ago in which I asked how to get a Mac key as I was thinking leaving maybe they could have persuaded me to stay.
We'll see how the transfer goes....  I will try to remember to update this post.   

[#11]

Thanks for keeping us posted.
I've just checked to make sure that we have a date of the 31st on your account for the migration over to Sky so I'll make sure your account is checked on that date to make sure it gets closed once you have moved away.
Adam.

[#12]

I have just been hanging on my (PAYG) mobile 'phone to PN's "Cancellations team" - 0114 296 5098 - in excess of 10 minutes, waiting to ask for a MAC code. Periodically, a recorded voice interjected, stating that the team were busy with other calls. Heavens, above, there must be a huge queue in front of me! The cynic within me believes PN are trying desperately to hold onto their customers - "You can check-out anytime, but you can never leave" - Eagles - "Hotel California".
PN, you will be receiving a request for a MAC key from me by post; I shall not spare you my precise feelings of this "customer service" fiasco!
PS - I'm leaving for a cheaper broadband/home 'phone deal with O2, who received a "Which?" recommendation as an ISP.

[#13]

johpal,
Let us know how you get on with your new ISP, we would be most interested to hear how any dealings with support go along with your experience in general as we'd be interested to hear how they square up with our offerings.
If we're being open and honest about it we will always make attempts to retain our customers if they ask to leave. I can understand how this may appear to be frustrating if you have made a firm decision about leaving all the same.
I'll keep an eye on your account for a letter coming through. If you would rather deal with this by phone, calling earlier in the day does tend to be less busy.
Adam.

[#14]

Adam,
Thank you for your response; had somebody answered my call, you may have been able to persuade me to stay, but I am now firmly resolved to go.
For your information, I work in a hospital. My day kicks off early and without trying to sound too pathetic, breaks are snatched here and there, and I simply don't have time to make long telephone calls during my working hours. Opening up your office hours from early in the morning until later in the evening and/or weekends is the only way to improve that situation for me.
I shall be happy to keep you informed how things go with the new ISP. By nature, I am conservative (small "c") and don't make changes simply for the sake of change. I have been happy with PN, but seen my package become increasingly uncompetitive. Comparing all your options, my pocket will still benefit by moving. The recent "Which?" report bolstered my confidence to move.

[#15]

Quote from: _Adam_Walker_

If you would rather deal with this by phone, calling earlier in the day does tend to be less busy.

Maybe you should look to ave more staff on when you expect it to be busier... (just a thought.)