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    Asked for a MAC code and got ceased at same time

    This is a discussion on Asked for a MAC code and got ceased at same time within the Sky Broadband help forums, part of the Sky Broadband help and support category; I am trying to migrate my ADSL service to PlusNet as I am on SKY Connect and the kids can't ...

    1. #1
      ___Liane___'s Avatar
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      Asked for a MAC code and got ceased at same time

      I am trying to migrate my ADSL service to PlusNet as I am on SKY Connect and the kids can't play World of Warcraft in the evening - our connection goes from 6.5Mbps daytime to 400-800kbps evening with high latencies.

      I rang on Monday and eventually convinced Tech Support t ogive me a MAC code however PlusNet can't use it as it appears SKY also placed a cease order on my broadband. Now it seems we will be without broadband for 7-10 days at least, from Tuesday.

      As if that isn't bad enough, I have today been told by different SKY employees that:

      I sent them an email requesting a cancellation;
      A cease is the same as a migration;
      All ISPs cease broadband when the MAC code is issued;
      I should give the MAC code to my new ISP when my broadband disconnects on April 15th;
      I am getting my broadband ceased on 22nd March;
      No-one can stop a cease order;
      There is one person in all of SKY who can stop the cease but he's not around;
      It will all start working once I've paid them 49.


      Well! I don't know what to do. As far as I can make out, my broadband will disconnect on Tuesday and I will be without broadband for best part of 2 weeks.

      Can anyone point me in the direction of the right team to resolve this?

      I should clarify that I sent no emails, requested a MAC not a cease or cancellation, and SKY owe ME 49 (although I expect this to get swallowed up by next month's TV bill!). I have spoken to a Connections team and a nice chap there said he can't stop the cease.

      Thanks!


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    3. #2
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      Re: Asked for a MAC code and got ceased at same time

      A MAC code is the migration code so you get little or no downtime. Requesting a MAC is not agreeing to be cancelled and the only time the service is cancelled is when the switch occurs

      Someone at Sky has bodged up here
      -------------------------------------------



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    4. #3
      ___Liane___'s Avatar
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      Re: Asked for a MAC code and got ceased at same time

      Thanks for your quick reply.

      Yes that's what I suspected but I am having no luck convincing Tech Support staff or their Team Leader of this. Who should I be talking to?

    5. #4
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      Re: Asked for a MAC code and got ceased at same time

      ADSL24 - MAC Validity Checker

      Please check ur mac codes validitiy and post back.

    6. #5
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      Re: Asked for a MAC code and got ceased at same time

      The MAC of xxxxxxxxxx is VALID and expires on 13th Apr 2011

      This is also what PlusNet told me when I rang them yesterday with it. it was this morning when thy came to progress the migration they found a Cease order had been applied and they can't do any more unless the Cease order is lifted.

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      Re: Asked for a MAC code and got ceased at same time

      I think your best bet is to ring them again and insist on speaking to a manager\supervisor. You could write them a letter and eventually they would appologize + compensate you but it could be a while before they get back to you.

    8. #7
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      Re: Asked for a MAC code and got ceased at same time

      They did exactly the same to me when I left, fortunately I spotted it in time.
      The more cynical amongst us may suggest that it may not be a mistake.........


    9. #8
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      Re: Asked for a MAC code and got ceased at same time

      When ever I request a MAC I make the point a few times that I am not asking to cancel and only requesting a MAC to migrate.

      I also record the conversation.

     

     

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