Pipex will not give me MAC code :(

emmajayne18_2

I have just cancelled my account with pipex…for a number of reasons (mainly cost/poor customer service ). After I did this I asked for my MAC code so I can sign up with o2 more easily. The woman told me that because I had requested a ‘cancellation’ and not a ‘MAC code’ initially that they didn’t have to give me one.

She said that they did not have to provide me with one and that because she had just cancelled my account this deleted my MAC code!! Furious – another example of where Pipex have terrible customer service.

Has anyone else experienced this?:mad:

deanos

They are correct, you shouldnt have cancelled, you should have asked for a MAC code and given it to your new providor, not sure how easy it would have been for her to reverse it once its been processed, maybe computer said no

hnisc

Stay clear from Pipex as I have serious trouble trying to cancel my service. Their customer support is a joke with long waiting times and assistants who do not carry out your request. They also tend to keep taking money from you even though you had cancelled the account!

Stay well away!!

penrhyn

Pipex is Tiscali, do you need to know more?

before_hollywood

it used to be good, then tiscali came along and made a mess

emmajayne18_2

Thanks for this.

I have had a cancellation email but I am going to cancel the direct debit with my bank just to be sure.

Is there no way I can get my MAC then? How will this effect me changing to O2?

rev_henry

You'll just have to wait until Pipex is properly cancelled, then sign up to o2 as a new customer. It will mean you will be without service for probably a couple of weeks unfortunately.

tghe-retford

I believe BT Wholesale now charge ISP's £33.75 per cease if the user does not request a MAC, so not only could the user be waiting up to four weeks for a broadband connection, Pipex may pass the cost on for the cease, Tiscali (who run Pipex's residential broadband service) charges a £40 cessation fee if you cancel without an MAC

The best thing you could try is to ring up Pipex first thing tomorrow and ask if they can stop the cease and generate a MAC. It worked for some people who were mistakenly placed on a cease with my ISP when they asked for a MAC. It's still worth a try anyway and you have nothing to lose.

Sorry to pile on the bad news.

emmajayne18_2

Thanks, I will give that a try. I just think it's carzy - I have never heard of this before and have not read in and T&C's about it either.
If it's such a hassle then why don't they give you the MAC when you start your contract or when you say you want to cancel?

emmajayne18_2

In fact - this is what it says on the Utilities/Phones section above:

Call up your existing broadband provider and ask it for your MAC code (Migration Authorisation Code), don’t worry this is a standard process and they should give it to you without a hassle. It does however give it an opportunity to persuade you to stay by offering a much more competitive deal than you currently have, possibly even better than what you're switching to

No where does it say that this needs to be requested before you cancel!!

tghe-retford

emmajayne18 wrote: »

In fact - this is what it says on the Utilities/Phones section above:

Call up your existing broadband provider and ask it for your MAC code (Migration Authorisation Code), don’t worry this is a standard process and they should give it to you without a hassle. It does however give it an opportunity to persuade you to stay by offering a much more competitive deal than you currently have, possibly even better than what you're switching to

No where does it say that this needs to be requested before you cancel!!

Yes, I can see where you are coming from. It may be worth emailing the address at the bottom of the article to see if they can clarify the difference between cancelling (ceasing the line) and migrating (using a MAC).

Confusingly with my ISP (not for longer though, I'm leaving them ), in order to get a MAC to migrate, you are told you have to go through the Cancel Account option in your account (and we're not happy with them, there should be at least two ways that customers can obtain a MAC which should be displayed to users, ie. email, telephone number, by letter etc.).