Wanadoo gave wrong MAC - how to get compensation

lucidamike

I'm in the process of changing broadband supplier from Wanadoo even though I am on an LLU circuit, they gave me a normal IP style MAC which meant that my new ISP tried to do a normal transfer. Since they tried a few times until the original MAC expired. When I asked for a new MAC from Wanadoo they gave me a proper LLU one.

How can I get Wanadoo to refund my monthly fee since they have caused delay in my transfer by giving the wrong MAC.

I have tried emailing but they said phone. I phoned and was told write a letter which I have but get the feeling of being passed from one person to another.

Any suggestions would be welcome. At the moment I am managing with good-ol dial up

Madasafish_Customer_Care

Just for reference, here is the difference between the way the two MACs will look - I know that this won't help you now, but it may help someone else in the future:

IP STYLE MAC

The beginning of the code will always start with FTIP of BBIP then followed by six or eight digits, slash (/) and five more digits which can either be letters or numbers. Example: FTIP12345678/XY32Z.

LLU MAC:
"L"10 alphanumeric/5alphanumeric EXAMPLE: LBST1234567/DC22J

Kind regards,
Samara

humfer

Madasafish_Customer_Care wrote:

Just for reference, here is the difference between the way the two MACs will look - I know that this won't help you now, but it may help someone else in the future:

IP STYLE MAC

The beginning of the code will always start with FTIP of BBIP then followed by six or eight digits, slash (/) and five more digits which can either be letters or numbers. Example: FTIP12345678/XY32Z.

LLU MAC:
"L"10 alphanumeric/5alphanumeric EXAMPLE: LBST1234567/DC22J

Kind regards,
Samara

Blimey hadn't even thought there was a difference. Whats the difference between IP and LLU then?

msaquib

I contacted Orange for MAC code but they cannot provide me one becuase I'm on LLU line. Orange are saying that they are no longer issueing LLU MAC codes. When did you requested the code?

MS

lucidamike

The LLU MAC was received 16th Aug.

It was in the format LLU99999

I assume the reason they are not giving out the LLU MAC is that there are very few companys that can make any use of it. It seems your only option is to cancel your service wait for BT to "clear the marker" so that another company can take over. (you should be able to see that you would have problems when you try the phone number testers on other ISPs eg. AOL and it says they cant do broadband on your line.

I am now into day 2 of no broadband and using AOL dialup instead.

I don't think it is fair that Wanadoo changed people onto an LLU circuit without explaining the advantages and problems

mk-donald

If you think the current voluntary migration system is unfair/incomplete/misrepresented and that some ISPs are frankly making a mockery of the code by professing they are signed up to it, but behind the scenes denying you/others any benefits of it, then DO PLEASE SPEAK UP.

OFCOM are currently consulting about a new MANDATORY general condition that would REQUIRE a migration process, ie NOT voluntary but obligatory with enforcement processes.

More details at:
http://www.ofcom.org.uk/consult/condocs/migration/

Even if you don't feel you have the time to read through the c80page consultation and/or submit a response, IF you have suffered at the hands of the current voluntary migration code, then at least spend 10mins REGISTERING your own personal experience with OFCOM by phone on OFCOM on 020 7981 3040 then 1 then 2.

OFCOM have NO police/judge role in the current voluntary code - ie can only listen but not force anything onto your ISP, but at least your real experience can be input to their deliberations & statistics.

Certainly that's what I'm doing as I've twice, and unbeknown to me, ended up in an ADSL service that could not be migrated, and very nearly ended there a 3rd time BUT fortunately I saw it coming and headed it off at the pass by complaining formally within my ISP's processes - and taking the time to log the problem with OFCOM, and am going to submit to the consultation process too.