Are Freedom2surf deliberately delaying MAC code?

manic

I e-mailed a request for a MAC code to Freedom2surf last Tuesday (11th April), they have yet to provide one :mad:.

Now, the reason I think that they are deliberately delaying is, my billing date is 21st of the month & they are holding out so that I am forced to pay another full month with them!

A few questions:

1. Has anyone else had this?
2. Do they bill you for a whole month if you leave them in the middle of a billing month?
3. Does anyone have a geographical telephone number for them? (They aren't listed on "saynoto0870.com").
4. Any other advice.

cigar_2

Funny. I'm in the same position. I emailed to ask for my MAC early last week, they replied asking if I was sure, blah, blah, blah. I replied saying yes - please give me my MAC last Saturday - still not had anything back yet.

espresso

Report them to Ofcom as they should give it to you within five working days and can now be fined for not doing so.

You presumably have to give notice though.

manic

cigar wrote: »

Funny. I'm in the same position. I emailed to ask for my MAC early last week, they replied asking if I was sure, blah, blah, blah. I replied saying yes - please give me my MAC last Saturday - still not had anything back yet.

I haven't even had that! Had an automated reply giving me a Pipex ID number & that's it.

P.S. What e-mail address did you request your MAC from please?

manic

espresso wrote: »

Report them to Ofcom as they should give it to you within five working days and can now be fined for not doing so.

You presumably have to give notice though.

Thanks. I have looked at OFCOM's website, they say "make an official complaint to the ISP".

And, why would I have to give notice? I've been with them for over a year.

espresso

manic wrote: »

And, why would I have to give notice? I've been with them for over a year.

How do I cancel the service?
You will need to cancel online via the Members Area, or send a signed letter or fax to freedom2surf confirming that you wish to cancel this service. We require two weeks notice prior to the commencement of your next term/monthly contract.

manic

espresso wrote: »

How do I cancel the service?
You will need to cancel online via the Members Area, or send a signed letter or fax to freedom2surf confirming that you wish to cancel this service. We require two weeks notice prior to the commencement of your next term/monthly contract.

No, I'm sorry, but that is incorrect. I am not cancelling, I am migrating.

The question below the one you just copied & pasted says:

Can I Migrate Away?
Yes you can subject to the following:

1. All outstanding balances must be paid in full. This includes any outstanding invoices and the remainder of any contractual obligation that you might have.
2. If your service had a Waived Activation Fee and you request a MAC Code before holding the service for a full 12 months then this fee must be paid by cheque before we issue a MAC Code.
3. To obtain your MAC Code please email/call the sales department stating that you would like to migrate away. On receipt of this request we will send an email to the Purchase Contact email address held on your f2s account. You will need to reply and agree to the Conditions within this email. On receipt of this agreement we will issue a MAC Code if all outstanding balances have been paid via the methods stated above.

I have e-mailed sales, billing & cancel with no response from any since the initial one.

espresso

manic wrote: »

No, I'm sorry, but that is incorrect. I am not cancelling, I am migrating.

The MAC is for your convenience (limited downtime) but as far as the supplier is concerned, when the MAC is used, it does cancel your supply.

1. All outstanding balances must be paid in full. This includes any outstanding invoices and the remainder of any contractual obligation that you might have.

I don't know if they will effectively charge you for the two week notice required to cancel. Perhaps an ex f2s user knows?

Chef1980uk

I requested mine on monday, got it straight away within an hour although my reason for moving ISP was pretty much nothing they could do so i couldn't move away. Note, i have loved being an F2s customer and actually don't want to move away. I think they realised this and saw fit to give me the mac code ASAP.

manic

Another day, another chase .... still no reply!

Looks like I will have to resort to making them more of my money & phoning their 0870 number, unless anyone has an alternative!

ioscorpio

I requested mine from Eclipse last week and they emailed it me 2 days later and I've moved to Orange for free broadband, well £5 for the livebox option