E7 users waiting for MAC codes and Otelo

[Deleted User]

There have been postings on the ADSL Guide side (and mentioned on MSE) about E7 customers contacting Otelo to expedite their MAC codes. From these postings it would seem this is the way to go.

It's not! Neither is Ofcom whom I discovered yesterday do not want to know at all.

According to the lady at Otelo I spoke to earlier, she is adamant that staff at Otelo have no legal powers to force E7 to expedite the MACs and that they have no contact numbers other than what is already published for consumers. Furthermore they will not contact e7 for you for this purpose. (Anyone who HAS got their MACS via this route have been lucky - please post if this IS the case).

The lengthy delay in sending out the MACs 'may' give rise to Otelo investigating - but only after 3 months have passed during which consumers are expected to exhaust the E7 complaints procdure first.

(Having already requested details of e7's complaints procedure for another matter back in Nov I can tell you it does not exist as they refused to give me details and none were published).

The official advice I have had from Otelo is to send a written complaint by recorded delivery, including the request for your MAC.

In the event that you do complain to Otelo (in 3 months time) and ultimately you do win any complaint Otelo take up - there are 3 ways you can be rewarded, one of which is financial and could be anything up to £5000 - although the average award is £70.

If you wish to speak to Otelo their number is 0845 050 1614.

tigerman

Got mine after speaking to OTELO, 20 hours later e7 rang twice, if you say im lucky so be it.The Lady i spoke to said they could speak directly with E7.I can only post to try and help as many customers of E7 as possible.E7 also said thet where besiged with MAC requests so that it would be taking 7 to 10 days to generate macs,why not put this info on website.

Rex_Mundi

There have been a few postings today on the E7 forum at adslguide saying the same thing. It may be because after this worked for a few people, once they published their details on the net. OTELO may be overwhelmed with calls from disgruntled E7 customers. They may have decided that the amount of calls coming in meant it would be too much for them to contact E7 in every case. From postings in adslguide, and here yesterday, it does appear that it was working till today.

David_essex

I have emailed otelo and e7even so I have a record for complaints later I also called the next day and the chap I spoke to was aware there was problems with E7even as he has had a few call today about the same com plaint. He was unable to speed the process up but did advise keep all emails for future complaints and compensation.

Dave