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    Sky not giving out a Migration Access Code

    This is a discussion on Sky not giving out a Migration Access Code within the Sky Broadband help forums, part of the Sky Broadband help and support category; Sometimes MACs are emailed to customers. I take it that Sky has your correct/most recent email address....

    1. #11
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      Re: Sky not giving out a Migration Access Code

      Sometimes MACs are emailed to customers. I take it that Sky has your correct/most recent email address.


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    3. #12
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      Re: Sky not giving out a Migration Access Code

      Quote Originally Posted by seawright View Post
      Sometimes MACs are emailed to customers. I take it that Sky has your correct/most recent email address.
      Yes - in fact we're still using the @sky.com email address.

      Today is day 4 so lets hope they do it today!!

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      Re: Sky not giving out a Migration Access Code

      When you called Sky did you ask them to cancel your broadband or just stated that you wanted a MAC so that you could change to another supplier?

      I don't know Sky's systems but there is a possibility that once a cancellation has been requested the system will not allow a MAC to be issued. If this is the case and you haven't heard anything by tomorrow get them to check your contact history to ensure that a MAC has not been issued. If it hasn't but the account is pending cancel they may have to "cancel future changes" before the system will allow a MAC to be issued. If a MAC has already been issued there will be a record of it in the contact history which can be dictated to you over the phone.

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      Re: Sky not giving out a Migration Access Code

      Quote Originally Posted by seawright View Post
      When you called Sky did you ask them to cancel your broadband or just stated that you wanted a MAC so that you could change to another supplier?

      I don't know Sky's systems but there is a possibility that once a cancellation has been requested the system will not allow a MAC to be issued. If this is the case and you haven't heard anything by tomorrow get them to check your contact history to ensure that a MAC has not been issued. If it hasn't but the account is pending cancel they may have to "cancel future changes" before the system will allow a MAC to be issued. If a MAC has already been issued there will be a record of it in the contact history which can be dictated to you over the phone.
      Thanks - you could be right. We were talking to Sky and they said they were moving her to the more expensive package (which I understand) - we asked for help in diganosing the problem (which we believe is down to their router) but they refused. Since we think the problem is with their router we said we'd cancel and then looked for someone else.

      Odd that Sky haven't mentioned the you need the MAC before a cancellation.

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      Re: Sky not giving out a Migration Access Code

      Quote Originally Posted by mwsh View Post
      They're legally obliged to provide but unfortunately Ofcom don't specify a time limit.
      Reference: Ofcom | Migrations Authorisation Code (MAC) Broadband Migrations Process

      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-User’s 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.

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      Re: Sky not giving out a Migration Access Code

      Thanks - missed that.
      So we should get it tomorrow at the latest.

      Mike

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      Re: Sky not giving out a Migration Access Code

      You could call them today but you might get fobbed off with, "it's in the post". Probably best to wait until tomorrow when, if you are going to stand your ground, at least you will have firmer ground to stand on.

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      Re: Sky not giving out a Migration Access Code

      My mother has contacted me to say Sky have finally given her the MAC. Not heard why it took so long - but I think she's given up caring. Thanks for the advice on Ofcom rules.
      Scubbie likes this.

     

     
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