Sky - MAC codes & reconnecting...

aileth

Hi all,

Brief background. We were with Sky about 15-18 months ago. We cancelled because we got a great offer with a local ISP. Sky refused to give us the MAC code.

I'm sure it's too late to argue the toss with them now, but I just want to know for any future reference, or when we come to cancel the current ISP: Is it a legal requirement for a broadband provider to provide you with a MAC code? Sky refused on 3-4 phone calls saying that because of their 'equipment' they couldn't.

We ended up having a new line installed because they outright refused to give us a MAC code. They said that they have specialist Sky equipment installed at the exchange on our line which they can't just 'take out' and give us a MAC code.

Anyway, we got the new line and went with the new ISP. New ISP has been god-awful in terms of reliability but we've been stuck in an 18 month contract.

OH phoned Sky to ask if they can reconnect our old line that they refused to give us the MAC code for seeing as it has this 'specialist' Sky equipment, we have the old phone number but they say that line doesn't exist, and they can't find any such line in our customer information (we have TV with them), that basically we never had internet with them(!!). We didn't want to use the new ISP line as we didn't want two lines into the house stuck with Sky 'specialist equipment.'

Anyway, OH gave them the new phone number that the new ISP uses and they are also saying that line doesn't exist (we can make phone calls from it and it works fine with BT on their internet checker) and that we need to install a THIRD phone line.

So, sorry for the long rant, but the questions are these: Is it a legal requirement for a broadband provider to provide you with a MAC code? Would Sky really not have data on the internet services we had with them 15-18 months ago? Why would Sky's line checker tell us none of our lines work, but they're fine with BT? Are they trying to milk more money out of us for another line or something?

We really would like to go with Sky again to get a bundle package, but I have a feeling they are taking the p*ss. Some questions might not be answerable, but any advice please?

cajef

aileth wrote: »

We ended up having a new line installed because they outright refused to give us a MAC code.

Cannot quite understand why you needed to get a new line installed, a MAC has nothing to do with the phone line it is just a way of transferring broadband from one ISP to another.

aileth

cajef wrote: »

Cannot quite understand why you needed to get a new line installed, a MAC has nothing to do with the phone line it is just a way of transferring broadband from one ISP to another.

It was this 'specialised' Sky equipment, sorry! That was linked to the MAC code apparently and we needed a BT line for the new ISP and Sky had basically adapted it so it wasn't a bt line? Sorry if it's vague going off third hand info from husband

aileth

Sky had basically told us we couldn't have a MAC code and it was no longer a BT line or a line that we could use with any other ISP because they install equipment at the exchange which effectively ties you to sky and sky only forever on that line, that's why we needed a new one, if that makes more sense

macman

Your likely issue is that you are currently on an LLU service and trying to switch to another LLU service with Sky-rarely possible. Who is the current provider and is it LLU?
This has nothing to do whatsoever with a MAC provision.
A 'new line' doesn't necessarily mean a new physical provision-OR will simply reuse the existing line.

aileth

Thanks for that though I had nightmares about having three lines into the house!

Current ISP is not LLU. We have one LLU line and one BT, of which Sky say neither exists and we need a 'third line'?

iniltous

The way things have probably progressed so far is that you had a Sky LLU MPF line, so when you called them for a MAC they didn't have to offer one as MAC is normally for WLR lines not LLU MPF
Your local ISP ordered a new line and this gets installed alongside your Sky MPF line, some Openreach installers would have just disconnected the Sky line in the exchange and used the cable to your house for the new line, others would have installed a complete new line along side the existing line ( so two master sockets in the house).
At some point Sky cease the MPF connection , and it would appear not to keep records so have no history of your old Sky service.
You don't say who your local ISP is, but not many company's do full MPF.....Sky, Talk Talk, and C&W ( sold by Tesco) are some that do.
If your current provider is MPF it would explain why Sky would order a 'new' line, but if they are a SMPF /WLR3 provider then Sky should be able to migrate MAC=Migration Authorisation Code the existing line onto the Sky MPF network.
Again no MAC needed for a LLU to LLU if your current provider is LLU.
It costs Sky a bit more for a new line than a migration but they charge you the same, so it wouldn't realy matter, apart from a new line they would ask to to be at home on the install date, if it were a changeover you wouldn't need to be home as the work is done in the exchange

macman

As above, as long as you are not paying any extra for the line provision, why does it matter?