Trying to leave

[#1]

Interesting comment in the Telegraph today by Ofcom in regard to Sky: “We expect providers to ensure that cancelling or switching a communications service is a straightforward and hassle-free process for consumers."
The most hassle-free process would be email. You have proof you sent it, you don't have to call an 0845 number or listen to music-on-hold for 30 minutes, and you don't have to trek to the Post Office for recorded delivery or proof of postage.
Perhaps email is just too straightforward and hassle-free.
dick:quote

[#2]

Email is easily spoofed and you could quite easily send a cancellation request on behalf of someone you didn't like .....

[#3]

Ofcom provides for three means of cancellation - phone, email and post - and lets the ISP choose any two. If security is a concern then the ISP could set up a cancellation method online whereby the member logs into their account and requests a MAC online. Many mobile phone companies issue PACs in this way and it doesn't seem to be an issue.

adie:quote

[#4]

Quote from: tonyw

The most hassle-free process would be email. You have proof you sent it,

and absolutely no proof that it arrived. Even if you requested a read receipt the failure to receive one could just mean the recipient doesn't respond to them.
You also get in to the realms of idiots who send MAC requests by email without anything to identify the account it applies to.
Plus how does the ISP know that the email is from the account holder and not one of his 'mates' thinking it's a joke to spoof his email and request a MAC when he has no intention of leaving.

[#5]

It would appear that the easiest way would be a "request MAC" function within the Plusnet customer portal with a couple of questions as to why the customer is leaving and the option for a callback if being offered a better deal could sway the customers decision to leave.
I recall when I went to leave BE, apart from a half hearted attempt to hard sell a cheaper service to keep me, it was a relatively quick simple process lasting less than 5 minutes (including the hard sell part !)

[#6]

Quote from: jelv

Quote from: tonyw The most hassle-free process would be email. You have proof you sent it, and absolutely no proof that it arrived. Even if you requested a read receipt the failure to receive one could just mean the recipient doesn't respond to them. You also get in to the realms of idiots who send MAC requests by email without anything to identify the account it applies to. Plus how does the ISP know that the email is from the account holder and not one of his 'mates' thinking it's a joke to spoof his email and request a MAC when he has no intention of leaving.

I wondered how long it would for Plusnet's fanboy to arrive. Record time jelv. Well done you.
As I said above, if security is an issue the ISP could make a MAC request available online by the member logging into their account and requesting it.
It works for mobile phone companies and the issue of PACs. Any reason why it cannot work for ISPs?

[#7]

Quote from: tonyw

Any reason why it cannot work for ISPs?

It can. And fully automated.
When I left AAISP I logged in to my account pages, clicked on a button and had the MAC by email in around 20 seconds.

[#8]

Quote from: tonyw

II wondered how long it would for Plusnet's fanboy to arrive. Record time jelv. Well done you. As I said above, if security is an issue the ISP could make a MAC request available online by the member logging into their account and requesting it.

You've obviously not read Jelv's posting history then.
Yes, it would need to be done via the portal so at least it would require a username and password to confirm it was the genunine account holder. It annoys me too when stuff can't be easily done on-line such as when I moved and I had to fill out a change of address form in branch to update one of my credit cards.

[#9]

I thought a MAC key became null and void after a certain time, so even if, say my mate sent for a MAC key for me through my e-mail as a joke, then it wouldn't make much difference if I didn't use it. I have seen on this forum some people have had about 4 MAC keys sent to them and they are still with PN.
Just out of interest, if I phoned up for a MAC key, how would it be issued to me ?

[#10]

Quote from: PitchBlack

I thought a MAC key became null and void after a certain time, so even if, say my mate sent for a MAC key for me through my e-mail as a joke, then it wouldn't make much difference if I didn't use it.

But what if you did?
That's right, think it is 30 days, though I could be wrong.
Similar to a mobile PAC, requesting it doesn't actually do anything and it'll
expire. It's only using it which starts the transfer process.

[#11]

Quote from: Alex

But what if you did?

Why would I use it though if my mate sent for it as a joke ?

[#12]

Quote from: DomS

It would appear that the easiest way would be a "request MAC" function within the Plusnet customer portal with a couple of questions as to why the customer is leaving and the option for a callback if being offered a better deal could sway the customers decision to leave.

Seems a sensible idea, I'd expect PN would want to contact the customer regardless of an option for a callback though (simple business sense) but, yes, the ability to request a call (with a reasonable timescale) to organise a MAC (or a better deal) would seem a good way forward.

[#13]

Quote from: tonyw

I wondered how long it would for Plusnet's fanboy to arrive. Record time jelv. Well done you.

Is that the same fanboy who is so pissed off with Plusnet continually advertising and pushing ultra cheap deals so it's support department is overwhelmed that he starts a poll calling on Plusnet to suspend advertising until it gets the disastrous support situation sorted? (http://community.plus.net/forum/index.php/topic,122115.0.html)

[#14]

What about having a button on your account in Members Area.
Hit the button and up pops a MAC.
Get that on every ISP members Centre and see how it affects migrations.
It should keep 'our supplier' busy.