Difficulty In Migrating From Supanet

Ceess

I am changing my ISP and contacted my current provider, Supanet, on 14th October to obtain a MAC. I was advised that the MAC would be sent to me within five working days, i.e. last Friday, 21st October. In accordance with Supanet’s terms and conditions, I wrote to them to advise that I wished to cancel the service and to confirm the telephone conversation in which I was advised that I would receive the MAC within five working days.

I still have not received the MAC and when I eventually managed to get through to Supanet today I was told that although a request was placed on 14th October Supanet were unable to raise one. Upon further questioning, I was advised that the reason that they could not raise the MAC was because BT were upgrading my local exchange and that Supanet could not raise the MAC until this coming Thursday, 27th October, when that work was due to be completed. I was also advised that I would have to phone Supanet on Thursday and request the MAC again – 10 days after my first request!!!

I have no technical knowledge of these procedures so I was not in a position to argue at the time, however I suspect that the issue of a MAC has nothing to do with any work BT are doing at the exchange (if any). It just so happens that October 27th is the end of their billing period, although maybe I’m beginning to get paranoid now!

I don’t know what Supanet are playing at, however I understand that they do not have a good reputation when it comes to migrating away from their service. I would be really grateful if anybody could advise where I go from here as I just want to be shot of this outfit!

Winema

Yes, they're correct as work is being done on the exchange they're unable to give you the MAC - as once work is done it would change what your MAC is. They're also not responsible for telephone exchange work - so this has to be taken into consideration when you made that request that it is also not there fault.

macman

How does work on the exchange affect their ability to generate a MAC?

bod1467

I'm also unsure whether exchange work would affect generation of a Migration Authorisation Code (MAC). Work at the exchange could change the Media Access Control (MAC) number, but affect the other MAC? Hmm. Sounds like procrastination to me - a means to extend the client's account and thus revenue received.

Gordon_Hose

macman wrote: »

How does work on the exchange affect their ability to generate a MAC?

I'd like to know too! Never heard of this.

macman

ISP's can generate a MAC without any reference to OR required.

Winema

I just spoke to my father who is a BT engineer, and confirmed what I said above. Thats his own professional opinion for actually working for BT and on exchanges.