Talktalk refuse/unable to supply MAC Key

gz33zg

Don't really know what I'm looking for starting a thread, maybe just to document the issues I'm having with talktalk in case anyone else is having similar issues, or could point me in the direction of something to try.

Basically for several years I paid for the excellent freedom2surf broadband package for my old man on his BT phone line. Freedom2surf are now part of talktalk business.

He now wants to take over the broadband himself so when he has issues he can talk to direct to the broadband supplier, rather than through me. Also, he wants to move to Plusnet for both telephone and broadband.

This is the timeline of events (I have only included the main calls here):

6th May - Called talktalk 20 min wait on hold, spoke to Jonathan, tried to generate a MAC Key, but the request was rejected by their system, he said he would pass it on to the relevant team and get it sent out via email in the next couple of days.

17th May - no email (well past 5 business days Ofcom say it should take), so called talktalk - 15 minutes on hold, spoke to Simon - promised to get it sorted in the next 24hrs.

18th May - no email, called talktalk - 15 mins on hold, spoke to Jonathan who said BT had placed a "cease on the line" and that meant they couldn't generate a MAC Key, but there was no broadband tag on the line so Plusnet wouldn't need one anyway.

18th May - called BT (<1 min on hold), no record of anything untoward on the line, no reason a MAC Key couldn't be generated.

18th May - called Plusnet (<1 min on hold) to see if I definitely needed a MAC Key - yes we did, there's a broadband tag on the line but we could sign up now and supply the MAC Key at a later date - declined for now.

18th May - called talktalk - 20 mins on hold, spoke to Lisa, she said there was a "PSTN" cease on the line and, although she doesn't understand what that is, she is told that it means talktalk can't generate a MAC Key.

19th May - called BT (<1 min on hold) double checked regarding issues on the line - now had full phrase of "PSTN cease" - again they confirmed there was no cease on the line.

20th May - signed up with Plusnet, they confirmed a broadband tag was still on the line and they also checked the line status and couldn't see any PSTN cease.

20th May - called talktalk, 15 mins on hold, spoke to James, explained situation he said he would check with someone - put me on hold, after 20 minutes the line was disconnected...

20th May - called talktalk back, 5 mins on hold, spoke to Andre who said that all MAC Key requests must be via email and I must give 30 days notice - which is just rubbish!!!!:mad:

So anyway they are closed for the weekend now, plan to have a nice weekend and start again on Monday, but the long and short of it is talktalk keep you waiting forever, seem unable to help and will basically tell you anything to get you off the line.:(

macman

They are obliged to supply you with a MAC within 5 working days.

gz33zg

macman wrote: »

They are obliged to supply you with a MAC within 5 working days.

But what can I do when the don't?

It has been 10 working days now and they are claiming they can't generate one (which I just don't believe - but can't prove).

Hammyman

gz33zg wrote: »

But what can I do when the don't?

It has been 10 working days now and they are claiming they can't generate one (which I just don't believe - but can't prove).

Here are the rules directly from Ofcom. Next time you phone Talktalk tell them they have 5 days to provide it in writing or they are breaking the law and that if they fail to do so, you shall report the matter to Ofcom.

http://consumers.ofcom.org.uk/codes-of-practice/migrations-authorisation-code-mac-broadband-migrations-process/

Issuing MACs to End-Users
A1.5 The Communications Provider shall communicate the MAC to the End-User in writing by letter and/or by e-mail within five working days of receipt of the End-User’s request save for A1.6.
A1.6 Where the Communications Provider has issued the MAC to the End-User over the telephone (including details about the MAC validity period and expiry date and the Broadband Service to which the MAC relates), the Communications Provider is not required to communicate the MAC to the End-User in writing.

brewerdave

Has your father's line been unbundled by TT for internet or is it in the process of being unbundled? If so, then that might be the reason why the system can't generate a MAC which are used for transfers of internet service on BTW supplied phone lines.

Hammyman

brewerdave wrote: »

Has your father's line been unbundled by TT for internet or is it in the process of being unbundled? If so, then that might be the reason why the system can't generate a MAC which are used for transfers of internet service on BTW supplied phone lines.

Indeed. If the phone line was transferred from BT to TT on LLU, then there is no MAC code required. I'm transferring from BT to Sky LLU - I don't need a MAC code from my current ISP as the phone line will be switched to Skys telephone network. I would only need a MAC code transferring between two different broadband subscribers on a BT land line.

gz33zg

Thanks both - how would I know if it was unbundled?

TT certainly haven't mentioned it and Plusnet say they need a MAC Key and that there is a broadband tag on the line...

kwikbreaks

Dial 17070 - a BT based phone will announce the number and give some testing options.

rayspan

Resonse to email request as follows:
____________________________________________________________

Thank you for contacting us to request a Migration Authorisation Code (MAC). As previously stated, we are unable to generate a MAC for the type of line that you have. The purpose of a MAC is to transfer a broadband service across the BT network but because you are on the TalkTalk network we are unable to produce this code. In order to transfer your broadband to another provider you will first need to take your telephone line back the to BT network.

You will need to contact BT and ask them to take over your line. BT will then send an engineer out to your local exchange who will unplug your line from the TalkTalk part of the exchange and plug it back into the BT exchange. This will give you a clear line to get broadband with another provider, please note that you may be tied into contract with BT for the line rental but would be able to move your broadband and calls elsewhere. Alternatively, your new provider would need to set you up on a new line with a new telephone number in order to provide you with a full service.
__________________________________________________________

Odd that. They took over from SKY 18 months ago with the MAC provided with no difficulty.

We were on a Sky landline, so what has it to do with BT?

macman

To which ISP are you attempting to switch? Your existing TT service is LLU'd. It's not possible to go direct to another LLU service (if this is what you are trying to do), you will need to take your line rental back to BT first on a return to donor-this is free but requires a 12m line rental contract. Once you are back on the BT network you can provision your broadband with your preferred provider.
The reason it worked the other way is that presumably you were not on an LLU service with Sky. You may have paid your line rental to Sky, but it was still a BT line.

Browntoa

talk talk supply your Telephone line (you pay htem rental) to move to any other supplier you need to also move the phone line so they are correct. You cannot move to another broadband supplier using a talk talk line