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    MAC Code

    This is a discussion on MAC Code within the Sky Broadband help forums, part of the Sky Broadband help and support category; First off, apologies if i am in the wrong section. Second, I will shortly be leaving sky broadband, not for ...

    1. #1
      Philc1210's Avatar
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      MAC Code

      First off, apologies if i am in the wrong section.

      Second, I will shortly be leaving sky broadband, not for bad service I must point out, if anything I have had excellent service from day one. It is purely because I am eligible for free broadband through work. However I do seem to be struggling at getting my MAC code sorted out. Does anyone know how long these things take and is there anyway of speeding it up

      Regards
      Phil.


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    3. #2
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      Re: MAC Code

      ISPs are required to give a MAC code within 5 days, but as far as I know, Sky will give you one on demand, in common with most ISPs in fact.

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      Re: MAC Code

      Quote Originally Posted by James67 View Post
      ISPs are required to give a MAC code within 5 days, but as far as I know, Sky will give you one on demand, in common with most ISPs in fact.
      I'm not certain but I think that cancellations have to request a mac code via an eform - IE it can't be done over the phone. There are a lot of people who've been waiting weeks or even months for a valid mac code or the line to be ceased...

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      Re: MAC Code

      When you ring up, there's no menu option for cancellations, but in one of the many calls I made to try to get a damned router out of Sky, I did say at one point, "I might as well ask for a MAC code because at this rate, it'd be quicker to migrate than to wait for a router to arrive," and they did offer to put me through to someone who'd be able to give me a MAC code straightaway.

      They could have just been saying that of course…

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      Re: MAC Code

      On the IVR we use in provisioning (no transfer codes, its a menu the same as you use) we have an option for technical or customer cancellations - when they said give, presumably they meant issue (send an eform to get one sent by post)...

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      Re: MAC Code

      Ah right, he might well have said "issue" now that I think about it. I didn't actually take up the offer, so I don't actually know how quickly I would have got it.

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      Re: MAC Code

      Issuing MACs to End-Users

      A1.5 The Communications Provider shall communicate the MAC to the End-User in writing by letter and/or by e-mail within five working days of receipt of the End-Userís request save for A1.6.
      A1.6 Where the Communications Provider has issued the MAC to the End-User over the telephone (including details about the MAC validity period and expiry date and the Broadband Service to which the MAC relates), the Communications Provider is not required to communicate the MAC to the End-User in writing.
      The OFCOM code of practise makes it clear that a MAC must be issued with 5 working days. If they are making it difficult or refusing, they should be reported to OFCOM.

      TomD


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