Plusnet MAC Code Problems

eifpaz

Hi Everyone

We're having terrible trouble with Plusnet and trying to get a MAC Code from them and i was wondering if anyone knew any way of getting it or who to complain to?

Our account with them was setup on behalf of a local Air Cadet group and the person who set it up in 2009 did so as a private account and not a business. The account was in the name of Mrs (the squadron name as the first name) and her surname as the surname. When we phoned for the MAC code, they told us that they couldn't speak to us for data protection reasons as we were clearly not the account holder (even though we had all the details and DD payments etc) and told us to write in stating what had happened and ask for a MAC code. We did this the same day and sent it recorded delivery (luckily). Having heard nothing for over a week, we again phoned,only to be told that the letter hadn't been dealt with!!!!
The guy on the phone said he was happy to issue a MAC code and that we'd receive confirmation of this by email and that the code itself would be with us any time upto 5 days.

we still haven't received the confirmation email let alone the MAC code and the date of our infinity setup is soon (BT are sending us emails for the MAC code and saying that the installation date will be cancelled if they don't get it soon.

If anyone has any ideas how to sort this out quickly, i'd be really grateful please and I'll never go anywhere near Plusnet again!!

Thanks
Eifpaz

macman

It's 5 working days from the date of request-how long have you waited?
Or start again. Get any female to phone up giving her name as 'Mrs 611 Squadron' or whatever. As long as she can still pass security then there should not be an issue, however odd the name might seem.
Next time it might be better to use a real name rather than a false one, since the individual is making a binding legal contract and is liable for any debt on the account.

eifpaz

Thanks macman.
From when our letter was signed must be close to 10 days now and coming up to 5 days from when the guy said he'd issue the MAC code, what worries me is that he also said that we'd receive an email confirmation straightaway, which we haven't.
Unfortunately the person who set this up originally is no longer with us and couldn't have thought about the implications of doing what she did. Everything lately has been setup above board.
I did think about the pretending to be her, but my voice is far to masculine!! We decided to do everything properly and above board, that'll teach us

Thanks again.

eifpaz

Well, sometimes you do things and think afterwards, why did I do that? and this is fast becoming one of those moments.

I received the MAC code (thanks Plusnet) and gave it to BT and have promptly been given an active date of next Thursday, my problem now is that I cannot setup Cloud or anything else because they used my Air Cadet email as the primary account, therefore, i cannot create any sub-accounts or log on to the cloud etc.

Now, this may be a case of having to wait until INfinity is active, I don't know and after spending nearly 2hrs with BT Tech Support, neither do they. Not only were they useless, they were rude to boot, or at least the one guy was.

I really wish I could get this sorted, otherwise I'll have to cancel it before THursday to avoid any penalties.

Has anyone else had this problem please?

Thanks
Eif

JJ_Egan

You are trying to set up before your BT is active ?? . I was unable to use XYand Z before my account was live .

I f you cancel then you may well have no Internet as BT have used the MAC code .

All i am saying is that you may end up with more problems than now .

eifpaz

Thanks for that.

I really don't know what to do. You would think that the waiting until active answer would have been provided by Tech' Support straight away, but they never mentioned that.

I've been with BT personally since the year dot for my internet and I've never had this much trouble before.

Yes the MAC code may well be a problem if i cancel, but what is the alternative to this shabby service and are any other ISP's any better???

Thanks again
Eif

BT_company_representative

Hi eifpaz,

If you need any help with your BT services use the contact link which can be found by clicking on my username to send in your details and we'll be happy to help.

Thanks
Neil

eifpaz

Hi
Thank you for taking the time to reply.

Is it the bt.custhelp.com/app/contact_email/c/495 link that i need to click?

Thanks
Eifpaz