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    Leaving Connect - Mac / Cancelling process

    This is a discussion on Leaving Connect - Mac / Cancelling process within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi, Like many I have been unhappy with the connect service and have received a MAC. They have agreed to ...

    1. #1
      pjam001's Avatar
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      Leaving Connect - Mac / Cancelling process

      Hi,

      Like many I have been unhappy with the connect service and have received a MAC. They have agreed to allow me to leave without incurring further charges etc but to achieve this have cancelled my broadband last night.
      The broadband is still actually working and I have issued the MAC to the new isp last night online.

      I am worried about the timing of things and if the broadband on my line will be cancelled prior to the new provider going live on 18th Jan. This will result in the new provider having to set up the broadband again and they charge for that.

      Any advice would be appreciated.

      thanks


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    3. #2
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      Re: Leaving Connect - Mac / Cancelling process

      Once the MAC is with the new provider then they use it to trigger the cancellation. You then should keep service until the termination date or the new provider switches you to their service.
      With MAC you shouln't see a loss of service until your new activation date when you will have to swap your router/ modem over.

    4. #3
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      Re: Leaving Connect - Mac / Cancelling process

      If you requested and received your MAC then you should be alright, there will be no real downtime the migration only takes minutes. (did you get your MAC over the phone?

      If you cancelled (and I don't see how you could if you have a MAC) then you will be without broadband for 10+ days or so

    5. #4
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      Re: Leaving Connect - Mac / Cancelling process

      Thanks for the replies. The exact order that things happened in is this:

      Multiple emails / phone calls about service.
      MAC sent out via post
      I sent email to get confirmation that I wouldn't be charged any more
      Reply to email saying another MAC had been issued!!!!!!!!!!???????
      I replied asking again for confimation about charges.
      Reply to email saying they could see a MAC had been issued and that I should use it as soon as possible because they had had to cancel broadband to revent further charges. (last night)
      I issued MAC to new provider. (last night)

      My Sky shows broadband cancelled. Broadband is still currently working.

      cheers

    6. #5
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      Re: Leaving Connect - Mac / Cancelling process

      Then you used the MAC and didn't cancel immediately, using the MAC tells Sky you are leaving but your service will continue till the new provider takes the service onto your line. It's a migration code and is used to try to ensure your service is not interrupted if possible.
      Once you activate with your new provider your subscription ends with Sky and as long as you have paid till this point on your bill you don't get charged any further fees.
      As most people pay one month in hand you should find you have paid your subs up till the activation date with the new provider so Sky should not bill you for your BB past that date anyway.

    7. #6
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      Re: Leaving Connect - Mac / Cancelling process

      I guess my concern stems from the fact that the email i received said they had cancelled my broadband. This was an hour or so before I used the MAC. I had been very careful not to cancel to prevent problems.

    8. #7
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      Re: Leaving Connect - Mac / Cancelling process

      I'm doing the same was very unhappy with connect took 3 or 4 phone calls to get them to Issue a MAC Key (still waiting for it dam snow) and was told by O2 when I give them the code will take a few hours to transfer and normally you don't notice a loss in service but sometimes you do.

      I am concerned about my contract being new to sky I have a 12 months Sky connect contract and have been unable to get a straight answer out of sky all I want to know is will I have to pay a charge to cancel and the answer I get is maybe....

    9. #8
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      Re: Leaving Connect - Mac / Cancelling process

      It took a couple of emails specifically asking the question about penalties to get the answer that i was after. This being the cancelling/mac email. I have been very polite throughout but pointed out that the traffic management on connect is actually more strict than their own terms and conditions. The terms actually state that streaming and browsing are not traffic managed but they clearly are and tech support agree.
      I highlighted that i am more than happy to keep the tv and talk.

      The last email I got
      "On checking your account I find that a MAC code has been issued and should be with you within the next few days, please use this as soon as possible as I have had to cancel your Broadband Connect service now, to ensure that no penalties are added.

      I can confirm no extra charges will be made, I will keep ownership of your email just in case there are any further problems and I will be able to deal with them promptly
      I hope this helps with your enquiry"

    10. #9
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      Re: Leaving Connect - Mac / Cancelling process

      Just as an update. Sky have contacted twice more via email. Once confirming that i will not incur any extra charges for leaving within the minimum 12 month contract and also advising me that from them issuing the cancellation the process allows typically 14 days for me to use the mac before the bb goes dead.

      pjam

    11. #10
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      Re: Leaving Connect - Mac / Cancelling process

      They must be making up their own proceedures then because that is not how the MAC migration is supposed to work.

     

     
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