Ntl Cant Get No Sense Need A Mac Code

mum1964

HI
I have a NTL Freedom Package for broadband and home phone. I pay about £30 a month plus cost of 0845/0870/mobile nos for broadband and home phone.
Customer service at NTL is so bad I have decided to swap providers. I need something called a MAC coed. I have spoke to 17 different people at NTL and am still no where near getting this code.

Their latest suggestion is that it might be printed on the bottom of my modem. There are 2 nos neither of which I am confident will be correct.

So far have spent a total of 78 mins on phone and stll have no code or any hope of a code

I AM GETTING DESPERATE AND LOSING THE PLOT

ANY IDEAS PLEASE

I have tried to e-mail several timrs and I am getting no respose

THANKS

woo

If you are going back to use BT then you don't need a MAC code as this is used for swapping ADSL providers not cable providers.
You will need to get your BT line and then get someone to provide broadband on that, at the same time cancelling your NTL.

NTL might be getting confused with a MAC address which is to do with networking.

wiraone

More information about MAC (Migration Authorisation Code) can be found here:

http://www.broadbandswitch.bt.com/

Your MAC Code

You need your Migration Authority Code (MAC) from your current Internet Service Provider (ISP) in order to transfer your broadband service from one provider to another. Once the contract with your ISP has expired, you can apply for your MAC Code over the phone.

For NTL Freedom, you need to call the following number:
ntl Freedom 0800 052 2000 Option 3

Good luck!

wiraone

woo wrote:

If you are going back to use BT then you don't need a MAC code as this is used for swapping ADSL providers not cable providers.
You will need to get your BT line and then get someone to provide broadband on that, at the same time cancelling your NTL.

NTL Freedom is an ADSL service provided by NTL for those non-cable areas. You need a MAC to migrate from NTL Freedom to other ADSL providers.

woo

wiraone wrote:

NTL Freedom is an ADSL service provided by NTL for those non-cable areas. You need a MAC to migrate from NTL Freedom to other ADSL providers.

Ah, OK thanks for pointing that out - knew they did ADSL but wasn't sure what it was called.

Rex_Mundi

This is incompetence on a grand scale (pretty much follows what others say about NTLs customer service). MACs are voluntary, even if the ISP has signed up to the OFCOM Broadband migration code of practice (like NTL Freedom is).

Try phoning them again, and remind them that they have signed up for this code of practice. If this fails, it's got to be worth at least logging a complaint with OFCOM (even if they are a toothless regulator).

wiraone

I do think that the NTL call-centre staffs just got confused. Since NTL is mainly a cable provider with most probably around 5% of its broadband customers are on ADSL.. the call-centre staffs just never realised that this thing called 'MAC' exists on the first place.

Rex_Mundi

wiraone wrote:

I do think that the NTL call-centre staffs just got confused. Since NTL is mainly a cable provider with most probably around 5% of its broadband customers are on ADSL.. the call-centre staffs just never realised that this thing called 'MAC' exists on the first place.

That may be so, but after speaking to 17 different members of staff, and not one them has the knowledge to help you with a service that the company offers and supports. It smacks of company incompetence on a grand scale. Their customer service training program must either be absolutely inadequate, or non existent.

This is not a good sign for a company, and a good sign for any of us that want good service from an ISP (this is one to avoid!)

kat21

NTL are trying to improve services I had problems but looked around the net and found email addresses, now they cannot do enough for me. with regards to your particular issue, did you ring the technical services department and say you have an adsl connection in a none cabled area?
if you have no luck then contact the head office its on the back of your bill send a letter recorded delivery.
kat21
try and find out who is your regional area manager