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rog_the_dodge_2

crow_wf wrote: »

Hi Shender,

I was in a very similar position to you - got confirmation that Clode had cancelled my finance agreement, but took ages to finally get a MAC code. I eventually got mine from NJP - I had called them on a number of occasions, and they had always refused to help.

Eventually when I called and asked them again to give me a MAC code because I couldn't contact Redten, they told me that they were aware Redten's Customer Service line wasn't being answered, but their premium rate line was still taking calls, and they could pass on a request for MAC, and I should get a call with the code - and insisted that Redten was able to issue the codes, and that it had to be Redten who did so. I duly called the premium rate number and had the message passed on - and, surprise, surprise, got no response. So I called back, saying Redten were still uncontactable other than on that premium rate number, and I had taken their advice and called it, but with no result. The man I spoke to said he'd look into it and call me back the following day. I called again the following day to be told the MAC code had been requested and I could call back the next day for it - and did so. So, I would suggest you keep trying NJP, and keep pushing. Make the point that you have been released from your finance agreement because you never received any equipment, and make the point that Redten are uncontactable.

Best of luck!

CWF

I tried NJP yesterday and spoke to Paul who was totally intransigent and insisted he could do nothing and referred me to Redten as the only ones who could issue a MAC. I asked to speak to a supervisor, but he said he is the Customer Services Manager. I pressed him further to try and get some sort of help but nothing - in fact he said it would be illegal for NJP to issue a MAC as Redten could sue them for for 'releasing' a customer contracted to Redten. Interesting that NJP have already done this for others and therefore broken the law. It also begs the question, how come Clode can get MACs issued if only Redten are allowed to do so.

It seems like NJP won't be willing to do anything until Redten stop paying them - which apparently they still are. The sooner Redten really are Deadten the better as far as I'm concerned - I just want out by any means.

essex_zx7r

rog_the_dodge wrote: »

I tried NJP yesterday and spoke to Paul who was totally intransigent and insisted he could do nothing and referred me to Redten as the only ones who could issue a MAC. I asked to speak to a supervisor, but he said he is the Customer Services Manager. I pressed him further to try and get some sort of help but nothing - in fact he said it would be illegal for NJP to issue a MAC as Redten could sue them for for 'releasing' a customer contracted to Redten. Interesting that NJP have already done this for others and therefore broken the law. It also begs the question, how come Clode can get MACs issued if only Redten are allowed to do so.

It seems like NJP won't be willing to do anything until Redten stop paying them - which apparently they still are. The sooner Redten really are Deadten the better as far as I'm concerned - I just want out by any means.

If they think Redten are contactable why don't you ask NJP to call them and request they give your MAC code, you could email/fax over authorisation to NJP to do this on your behalf.
Seems only reasonable if we can't get to talk to them and NJP say that RedTen are the only ones allowed to do it.

hamish72_2

Has any one got confirmation that NJP will not provide the FREE upgrade to 24 Meg as advertised by Redten.

I am still trying to persuade the ASA that it is not available as FREE upgrade to us but ASA keep saying it is available they dont seem to grasp the concept of FREE :mad:

MrBig_4

hamish72 wrote: »

Has any one got confirmation that NJP will not provide the FREE upgrade to 24 Meg as advertised by Redten.

I am still trying to persuade the ASA that it is not available as FREE upgrade to us but ASA keep saying it is available they dont seem to grasp the concept of FREE :mad:

I dont have written confirmation, but NJP dont use the same LLU as BT so they informed me that if you did want to move to the 24MB backbone it will come at a cost.

Just phone them or email them and ask them to put it in writing, I'm sure they will.

crow_wf

rog_the_dodge wrote: »

I tried NJP yesterday and spoke to Paul who was totally intransigent and insisted he could do nothing and referred me to Redten as the only ones who could issue a MAC. I asked to speak to a supervisor, but he said he is the Customer Services Manager. I pressed him further to try and get some sort of help but nothing - in fact he said it would be illegal for NJP to issue a MAC as Redten could sue them for for 'releasing' a customer contracted to Redten. Interesting that NJP have already done this for others and therefore broken the law. It also begs the question, how come Clode can get MACs issued if only Redten are allowed to do so.

It seems like NJP won't be willing to do anything until Redten stop paying them - which apparently they still are. The sooner Redten really are Deadten the better as far as I'm concerned - I just want out by any means.

I had to try NJP quite a few times before I got anywhere, and when I spoke to Paul, he was always spectacularly unhelpful (and quite aggressive with it sometimes, I felt). Two other people on the line did help me, though (John was one of them, can't remember the other guy's name).

They were careful not to say that NJP were generating the MAC code for me, and I never had any success when I specifically asked them to do so, or pointed out that other people had said they could - but I explained my predicament: Redten uncontactable, Clode having released me from the finance agreement, and saying that were not liable to give me MAC because finance was never activated - and that I had followed NJP's advice of calling the premium rate line for getting the code without success, and asked if he could suggest anything else I could do? It was then that he said he'd look into it (I think he might even have said he'd make a call for me - i.e. he'd be getting authorisation from elsewhere to generate the MAC, rather than NJP doing it on their initiative, though if so, it wasn't clear to me whether this was to Clode or Redten). He got me to confirm again that I was released from my finance package, and said he'd call back (he never actually promised me a MAC, and it was only when I called the following afternoon I discovered one had finally been requested).

My NJP number is 206379 - feel free to refer to that, and ask them to follow the same procedure as they did for me. I do think this will only apply to people in a very similar situation - i.e. where Clode are not involved/refusing to be involved due to the finance agreement not having been activated, but hopefully it can help a few more people escape! Of course, since the goalposts seem to keep shifting, there are no guarantees...

CWF

nickem

Still waiting for my MAC code from Clode...8 days and counting.
On the upside at least I wont be paying for my connection while I wait, unless they cut me off and still can't issue the MAC from Deadten
Can any of you knowledgeable people recommend a good alternative ISP? My local exchange will only give me a max speed of 512Kb (I know its bad) bit like living in the dark ages.

hamish72_2

Dangle wrote: »

It is against Ofcom's rules to charge any fee for a MAC, requiring you to pay for a premium rate call to ask for a MAC surely breaks these regulations.

Ofcom rules also state that a MAC must be provided within 5 days when requested and can not be withheld for contract or financial reasons so Redten owe me about 10 by now but Ofcom being without teeth SUCKS

And MrBig as I understand the LLU bit permits isps to install their own equipment in exchanges so all LLU isps do not use BT equipment other than lines

crow_wf

Dangle wrote: »

It is against Ofcom's rules to charge any fee for a MAC, requiring you to pay for a premium rate call to ask for a MAC surely breaks these regulations.

Interesting point, though I have to say that my two minute call to that line was rather cheaper than most of my calls to Redten's 0844 number...

mrJ_5

hamish72 wrote: »

Ofcom rules also state that a MAC must be provided within 5 days

I believe it is 5 working days, just remember to count the bank holiday weekend if you recently requeted one.


I'm 99% sure this, but these rules do not apply if you are using an LLU ISP connection.

hamish72_2

mrJ wrote: »

I believe it is 5 working days, just remember to count the bank holiday weekend if you recently requeted one.


I'm 99% sure this, but these rules do not apply if you are using an LLU ISP connection.

Yes it is working days but I have asked every day since the transfer to NJP and 2G the 5G the 15g limit

Oh that I could get LLU please god