How long does it take to generate a MAC code??? I have been waiting for 11 days now for mine to be sent to me, after being promised only 5 days wait.
After two emails to customer support I received an e-mail back stating,
"Thank you for your email. We are really sorry, but we have had some trouble creating a MAC for you. A specialised team is looking into the problem and we will get the code sent out to you as soon as we can. We usually aim to send the MAC within 5 working days, but in your case this may take slightly longer.
We will be in touch."
There are sometimes cases where there really are problems generating a MAC, which that response suggests. If there wasn't a problem then they'd usualyl just send it off to be requested again.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
If thats the case then an explanation explaining this costs nothing does it, after all the customer is paying for a service not made to feel grateful they are getting one.
Orange as many people know are not very graceful when giving out MAC's.
_________________ ex Freeserve/Wanadoo/Orange Blog
Exactly, General Condition 22 explicity states that a clear explanation must be given if a MAC code cannot be issued >>
"Refusal to issue a MAC
A1.11 The Communications Provider shall only refuse to issue a MAC to their End-User if:
(a) the Communications Provider has, by taking reasonable steps, been
unable to validate the identity of the person requesting the MAC as the
End-User;
(b) the Broadband Service contract has already been terminated;
(c) a MAC which is still within its MAC validity period has already been
requested and issued by the Communications Provider in relation to
the Broadband Service; and
(d) the Communications Provider has already submitted a Cease Request
for the Broadband Service; and
(e) the Communications Provider is unable to obtain a MAC from a
Broadband Network Communications Provider.
A1.12 Where the Communications Provider is unable to, or refuses to, provide a MAC to the End-User, the Communications Provider shall provide the End-User with a clear explanation of why the MAC has not been provided."
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
They have to provide you with a MAC within 5 working days BY LAW.
It's worth reminding them of this and also putting in a complaint to both ISPA and OFCOM to get things moving along.
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