problems with bt broadband

carylh43

Hi,

After numerous problems with bt I have decided to move provider for my broadband, so I rang to get my mac code, after hanging on the phone for over half an hour with the odd,"I am attempting to get it for you but it can take a while" I gave up, and as the chairmans office are looking into a missing payment that was paid by cheque I decided to ask them for help, I then received an e-mail which contained a generated mac code, great or so I thought, I then attempted to change provider on line, filled in the form and then got to the bit where it said if you already have a mac code please fill it in, so I did and continued, then a message came up saying the mac code was incorrect, and to contact my provider, so I rang BT and asked for a mac code, I was then told you already have one and this code does not run out until the 6/01/10 and I could not be given another one, I said but it doesnt work, I ws then asked why do you want to leave us, and explained all problems I had experienced, also the fact that it was pricy, and costs more, I was then told we can slash your price if you stay with us, what I woudl like to know is how can they slash their prices and if they can, then why are they chargeing us so much in the first place? has anyone else had problems like this in obtaining a mac code from BT, and if so how long did your problem take, I feel like I am being held prisioner by BT.

Rufus_348

To answer your first question, as I'm sure a lot of people on this site can testify broadband/TV/mobile providers are more than capable of slashing their prices when they want to - customers that stay, even on a reduced contract, are worth much more to them than that the ones that go - the only reason that they don't this normally is to make more money, that's what they're there for at the end of the day.

On the MAC code front, if you really want to leave BT you need to be firm and not give in when they try to tempt you to stay. Double (triple, quadruple) check the MAC code they gave you and then try calling again. You might also find that a call to your new provider helps, sometimes they'll call BT for you and sort it out.

Good luck!x

BT_company_representative

Hi carylh43,

The problem could be something as simple as the code containing a "0" (zero) that looks like the letter "O", or an "i" that looks like an "L" or a "1".

I can take a look at this if you want, all you need to do is drop me an email with your account number, MSE username and a link to this thread to btcare@bt.com.

All the best,

Stephanie