Invalid MAC key from PlusNet

Jeff121

I have been given an invalid MAC Key from PlusNet, they said that this has "Never" happened before? During the process of trying to migrate to o2, o2 told me that my MAC key was invalid which PlusNet disputed however after a lengthy phone call and some emails to PlusNet, PlusNet eventually confirmed that they had given me an invalid MAC key and that it is not possible to give me another MAC key until after 1st of January.
Can anyone tell me if PlusNet are trying to pull the wool over my eyes by telling me that they cannot give me another MAC key, they said that only one MAC key can be generated per phone line once per month.

Thanks

Jeff

normanmark

Just make sure you haven't mistaken the letter 'o' for a zero. Its the most common mistakes with MAC's

Jeff121

I haven't made a mistake, PlusNet have admitted that it is an error at their side..
Quote from PlusNet
"As discussed, the MAC key is indeed invalid, however we cannot create a new one until that one expires. As such we will have to wait until 01/01/09 before creating a new MAC key. As this is due to no fault of your own, the 30 day period thereafter will be free of charge. I have also put a note on your account explaining this"
Their free month is of no use to me as I have already paid up to 30/12/08 and as soon as new MAC code is generated on 1/01/09 I'm off to o2 which should only take 10 days if not less.

syko29793

there is a problem with macs issued in the last 10 days . it is a wholesale issue and your gaining provider will need to do a manual CRF to place an order nothing to do with your current isp .

Jeff121

Hi syko29793
whats a CRF? and can I contact o2 and ask them to do this?

normanmark

Jeff121 wrote: »

I haven't made a mistake, PlusNet have admitted that it is an error at their side..
Quote from PlusNet
"As discussed, the MAC key is indeed invalid, however we cannot create a new one until that one expires. As such we will have to wait until 01/01/09 before creating a new MAC key. As this is due to no fault of your own, the 30 day period thereafter will be free of charge. I have also put a note on your account explaining this"
Their free month is of no use to me as I have already paid up to 30/12/08 and as soon as new MAC code is generated on 1/01/09 I'm off to o2 which should only take 10 days if not less.

Well if they've admitted its their fault, why are you posting? From my experience of working on a wholesale system that issues MAC's you can't expire of delete one thats been issued. They've offered the same thing just later & also will carry on the 30 day period free of charge.

Jeff121

I don't want to be stuck with PlusNet for another month, the speed on my exchange is woeful and o2/Bethere will boost the speed by as much a 4x my current speed.

The fact that PlusNet admitted it was there fault hasn't helped me in any way as they have not rectified the problem. The "free month" isnt free as I'm paid until the end of this month and will switch to o2 early next month during the time that they have credited me with.
The main reason I am posting is for advice and asking if there is some way I can get a new Mac code generated, how do I know if PlusNet are telling the truth when they said "it cant be done". My first reply from PlusNet when telling them that o2 said my Mac key was invalid was this
"Many thanks for the update, we will process the payment at the end of the 30 days notice period and then close the account.
After checking the MAC code with our system and also the wholesale provider, I can confirm that this is correct.
Kind regards,
Adam Cassim"

So initially they said it was the correct Mac code and that they had double checked it, this meant me going back to o2 telling them that I had been assured it was the correct Mac code, which it wasnt, I had to contact PlusNet again and it took most of friday afternoon to get to the bottom of this, due to someones negligence certainly not mine but I am the one who has the hassle, so why should I believe anything PlusNet says?
So normanmark if you have no constructive advice to offer don't bother taking the time to answer this post as your comment "Well if they've admitted its their fault, why are you posting?" is hardly helpful.

Drunkstar

A 'correct' code can still be invalid. If a code has been (for example I stress) used already by the new provider then it will invalidate the code. More than once I have seen that happen, a gaining provider messes up an order but quickly replaces it, however the code was used and so no longer will work.

Not saying that happened, but just an example.

Jeff121

syko29793 wrote: »

there is a problem with macs issued in the last 10 days . it is a wholesale issue and your gaining provider will need to do a manual CRF to place an order nothing to do with your current isp .

Spoke to o2 today and asked if they could switch my line over manually but unfortunately its no longer possible to take control of a phone line other than a "clean line or Mac code" , thanks anyway for your suggestion