Mac code

cliffsgirl

Can anyone help. my mum had broadband with aol, her years contract was up and she wanted to change to BT, she phoned aol for a mac code, they refused to give to her, it saying her year was not up and she would have to pay a cancellation fee, this she refused now aol have disconnected her broadband and still refuse to give her the mac code, can anyone advise on what to do as she now has no internet connection.
Thanks

MercilessKiller

In feb it will become a legal requirement for ISP's to provide the MAC code.

Thats all i can help on the subject though so i'll stay quiet now

GreenNotM

Have a look on this board http://forums.moneysavingexpert.com/forumdisplay.html?f=69

The MAC helps with the "seamless" transfer as your mum no longer has broadband she can just change read here using Madasafish as they are on the MSE list http://www.madasafish.com/broadband/switch-to-madasafish.asp

There is also the Ofcom voluntary code of parctice http://www.ofcom.org.uk/advice/codes/bbm_cop/ for ISP's .. AOL have signed up to this COP

Adamant_3

If they really have disconnected your broadband then you can now sign up with the ISP of your choice.

The problem here is if they haven't actually disconnected the broadband line with BT and are just blocking you from connecting.

The easiest way to find out is to try a new connection with a new ISP and see if it works. If the new ISP says you already have broadband then you will need to speak to AOL again and get a MAC code from them.

Remind them of the Ofcom voluntary code of practice which AOL have signed up to, if you're still getting problems then let me know and I'll see if I can help.

wolfman

Adamant wrote:

If they really have disconnected your broadband then you can now sign up with the ISP of your choice.

True, but without a MAC code you'll need to pay the activation fee all over again.

Normally they issue you a MAC code which lasts a set period (maybe 20 days) and you have to switch during that time. If they have disconnected you then the line may have cleared and you'll need to reactivate it all over again.

I would complain. Just because she asked for a MAC code before the end of the contract, doesn't necessarily mean she'll leave. And even if your mum did leave (maybe a week or two before the end of the contract), there's nothing to stop her fulfilling the payments. They don't have any grounding to reject such a request.

And you may have to pay the typical activation fee (£50) all over again, so I'd complain, and if possible even try to get some sort of refund if that is the case.

cliffsgirl

Thanks for all the help, she phoned Aol again and they still won't give her a mac code, she phoned BT and they are going to check out her line and ring her back.

stevemcol

What excuse do they give?
Try asking for their cancellations department and ask for a migration code (same thing as MAC but ISPs are sometimes deliberately vague and hard of understanding). Don't stop your direct debit until they've complied otherwise they've got an excuse not to co-operate.