I called the cancellations team on Thursday for a Migration code and was told that it could take between 3 hours and 5 days to receive it. Now i know its policy across the board to state it can take up to a maximum of 5 working days and its only just been 3 since i asked for it but there are a couple of things i'd like to clarify......firstly it states in help centre:-
5. Can I get a key immediately?
Yes. Just give our Cancellations Team a call on 0845 140 6002. Lines open 9.00am-9.00pm , Monday to Friday. We'll then be able to give you one over the phone.
Why didn't i receive one over the phone? I know i sound impatient and as if im just moaning but i don't fancy a protracted fight to receive the code when i only have a limited time to qualify for a deal with the new provider.
The other thing that i'd like to mention is in the 'My Questions' section there are a couple of answers by a
[CSA Name Removed] i can't remember if this is the person i spoke to on the phone but the first post is confusing
"Dear Mr Catherall,
The Customer has requested a MAC Code via a ticket route that is not the standard Help Assistant route for MAC code requests
Kind regards,
[CSA Name Removed] The second is just a standard answer to a question that i can only guess was me asking for a MAC via the phone but does the first one mean i need to ask again?
I raised a question on Friday and it hasn't been answered so this along with the fact that the website tells me i could have got one over the phone, makes me a little bit paranoid that i will be put to the back of the queue and forgotten about. I can understand that people moving to another provider isn't the highest of priorities to a company, its just business....i'd just like to know that i'm not going to have to chase this up like a friend of mine did.
I work for moneysupermarket and was wondering whether it would be better if i asked for one through Plusnet contacts we have there?
Cheers
Alan
[Moderator's note by Jim (Oldjim) Agents name removed as per forum rules
