I have been having connection problems since the begining of this year so about 8 days ago I phoned and asked for my MAC and the Indian guy wanted me to go through all sorts of stuff even though I had got the connection back after spending all afternoon on the problem. When he had finished and asked if there was anything else I reminded him about the MAC OH! wrong department you will have to ring up again, then put the phone down so I did and got the MAC on Tuesday and gave it to my chosen new ISP but they used it to try a 2Mb speed and it failed so I phoned and asked for another MAC only to be told that until the 26th that the only MAC they could issue is the same one and my new ISP can use it to connect me at my present speed needless to say this failed due to a previously used MAC
MAC codes are valid for a period of time (Week/month? I don't recall off hand..) and can't be regenerated it seems :-/
But some ISP's were having problems with some generated MAC Codes, and took a few attempts to get it through.
You need to speak to the Cancellations dept to get a MAC Code
What it sounds like is the new ISP can't provide at the same speed. This sometimes happens, and there's very little that Wanadoo can do, since it's the NEW isp's responsibility to provide the connection once the MAC Code is used and accepted by the new ISP
As for the connection issues you were having with Wanadoo, I'm assuming you went through the line tests and such? Issues such as line length and other systems on the phone can affect your connection, and old wiring in your house too.. That could also be affecting the connection with the new ISP..
Is that any help?
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Ex-Wanadoo Employee as of beginning of 2006
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My Disclamer:
Information given as Goodwill, and is not binding in ANY form.
MAC codes are valid for a period of time (Week/month? I don't recall off hand..) and can't be regenerated it seems :-/
OFCOM say that once the code is used and another is needed then your ISP should provide you with one, I should have recieved another by 10am this morning but all I received was something about wanadoo forums. This is not what I asked for, they are just trying to p!ss me off and they won't like me when I get angry
MAC codes are valid for a period of time (Week/month? I don't recall off hand..) and can't be regenerated it seems :-/
OFCOM say that once the code is used and another is needed then your ISP should provide you with one, I should have recieved another by 10am this morning but all I received was something about wanadoo forums. This is not what I asked for, they are just trying to p!ss me off and they won't like me when I get angry
Why exactly did the migration fail the first time?
MAC codes are valid for a period of time (Week/month? I don't recall off hand..) and can't be regenerated it seems :-/
OFCOM say that once the code is used and another is needed then your ISP should provide you with one, I should have recieved another by 10am this morning but all I received was something about wanadoo forums. This is not what I asked for, they are just trying to p!ss me off and they won't like me when I get angry
Once it has been used. If wanadoo haven't recieved feedback from the other isp saying it HAS been used, there's not much that can be done..If the other ISP says the MAC is invalid, thats different to using it. I think it's one of those fine grey lines issues in my opinion that someone really should sort out..
You could try taking it up with a supervisor there, but thats only a short term solution.
Also, getting angry with them will only put barriers up. As I posted somewhere else, We're human on the ends of the phone, and a decent percent of agents do genuinly try to help. I've had to take a call off an agent who was reduced to tears by the level of obsceneties flung at her by a customer, she was only a new starter too.. :-/ The issue was only a simple one too.. a Data protection act failure (Didn't authorise themselves as they were the son of the Acc holder.) but the aggressive act didn't exactly endear the person to me..
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Ex-Wanadoo Employee as of beginning of 2006
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My Disclamer:
Information given as Goodwill, and is not binding in ANY form.
should you request a MAC code then it is the law that it has to be issued to you. now this would usually takes around 48 hours before it is sent to the email account of your choice. Once you have recieved your MAC code then it will be valid for a period of 30 days. Yes it is true that this is the only code that can be generated within this time.
As for MAC codes that dont work, as they are sent to ISP's by BT through one of there systems then there is nothing that can be done if there is a problem with it.
So in theory what OFCOM informed you is correct but the code cannot be generated until the 30 day period has past, as as for the time that you were informed on recieving this MAC code we cant really give you an exact time on when you will get it because we can say when we will get apart that you can have it in around 48hrs, well that is ofcourse if you aren't using LLU. In all fairness we aren't tryin to p!ss you of because we can only work as fast as BT.
One thing that i do suggest that to do would be if you have migrated to another ISP from wanadoo that you do call us, as if we do not recieve confirmation from your new ISP that the MAC code has ben used and accepted then your account with us will stay active and that will lead to a balance on the account, which really does annoy wanadoo staff as much as it does the customer because it takes extra time as we need to call BT and go through a whole pointless proceedure to close the account and apply refunds and clear balances which should be done automatically. Hope that this does help you in some way and help you to understand that the staff dont like the situation with MAC code so i would really hate to imagine what it gets like for you the customer.
My impression of the Wanadoo call centre is that they think they are never wrong and even if they are they don't care. I thought AOL dial up was hard to cancel but these morons take it to another level.
Hi there.
I will also be requesting my MAC code from wanadoo shortly. However, I am on their LLU system it seems and will in all likelihood receive a LLU MAC code. The whole issue of itermittent connections has exacerbated beyond reason in the time my exchange has been upgraded, and the final straw had to be the script-read technical help(sic) which has finally boiled down to wanadoo now blaming alcatel for poor equipment.
Whether wanadoo, alcatel or BT, the one innocent party in this Three ring circus is always the customer whom is seems must sit tight and wait for the situation to rectify at an unspecified time. Of course we must also continue paying for a service which is a contradition of the very term in itself.
My target ISP have indicated they can proces LLU codes so hopefully it will go smoothly once the code has been received. The good advice here has helped me formulate an approach. Will post back on how things go as I will probably call them tomorrow for the code.
Ps;
thanks for setting up the site, it is a constant thorn in their sides I imagine.
Received the LLU MAC code but some research showed it is not that useful to move with. Rang to cancel the service today and will go for a cease and reprovide. Nobody seemed at all interested in why a longtime customer with freeserve/wanadoo wanted to jump ship
Hopefully in 10 days or so the ADSL will be clear and then off to a company which bothers about its customer base.
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
Some other ISPs can use the Wanadoo LLU MAC. My new ISP Zen, for example, was able to accept it, although I had to talk to their customer support as the website recognised it as an invalid MAC. So, you probably gave up too quickly.
Whether a cancel will stop Wanadoo continuing to bill you is another matter
Hi
Yep, know about Zen, did a lot of resaerch before pulling the plug. Zen are top notch but there package deals were not quite in line with what I wanted. Other potential LLU takers did not have suitable rating for me to risk going with them, so the cease and reprovide seemed the best option for greater choice.
Calling Wanadoo morons is a bit harsh don't you think? I believe the forum rules state 'Please be respectable towards Wanadoo customer service and technical support agents?'
By law, and according to their Ts&Cs - You can cancel whenever you want. You just have to pay a cancellation fee if you're still within the contract.
Some other ISPs can use the Wanadoo LLU MAC. My new ISP Zen, for example, was able to accept it, although I had to talk to their customer support as the website recognised it as an invalid MAC. So, you probably gave up too quickly.
Whether a cancel will stop Wanadoo continuing to bill you is another matter
If you have requested a MAC code Wanadoo will continue to bill you until the code has been used (either by the person requesting the code or by the ISP that the code has been given to). This is because Wanadoo is still your ISP and still has a service on the line that you are using.
If a migration has gone through but the account has not been closed off, which happens on very rare occasions I would like to add, then once the date of the migration has been confirmed, any payments that have been taken since then will be fully refunded. It takes 5 working days for an LLU MAC code to be generated (in-line with Ofcom regulations).
For providers that do not accept a MAC code for an LLU customer, the only alternative at the moment is to directly close the account and wait the 10 working days for the line to clear of the broadband marker then re-register with the new provider.
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