Mac Code Problem

[iKettles]

Just got off the phone with Pipex, as they just billed me another 25 pounds. According to them, Sky haven't used our mac code (yet we're getting internet) so Pipex weren't aware we'd changed, so they kept on billing us. Apparently we have to give 30 days notice to cancel, which means we're going to have to pay another 25 pound. Who's to blame? Will sky refund me the money?

[the_sky_goat]

I am unaware of any ISP being able to migrate your account without a Migration Authorisation Code.

I think it is a bit rich of Pipex to say that they didn't know that you had migrated, but the sad fact is that it is your responsibility to tell your ISP that you wish to cancel. Requesting a mac is often not sufficient.

You won't get anything out of Sky, as it is not their fault, but you could try Pipex.

[dtr44]

when u get ur mac from pipex u inform ur new isp u. also let pipex know ur offski and u cancel the direct debit and email them telling them u have done this [pu cant blame sky for something u aint done ]

[James67]

Yeah, it's Pipex who's been naughty here, firstly by not telling you that you'll need to cancel the account with them once your Sky connection is up and running, and secondly by telling you a load of nonsense about Sky not using the MAC code.

Actually, it's pretty poor them not taking your request for a MAC code as notice to cancel your account. This practice isn't unlawful or against Ofcom rules, but it is a pretty customer-unfriendly policy.

[iKettles]

Pipex did tell me once Sky had used the mac code my contract would be automatically canceled. We were told that there was nothing else left to do. After another argument with someone from Pipex I've finally managed to get us reimbursed the 50 pound.

[James67]

Well, it's good that you got your money back, but what they're saying about the MAC code is wrong.

When you move to Sky, a BT engineer has to change some of the wiring at the exchange. Sky have to ask BT to do this work, and BT will not do it if they're not given a MAC code.

If they've given you your money back, then what possible advantage is there in continuing to claim (even though the claim is just absolute nonsense) that it's Sky's fault really? Are they just trying to save face?

Pipex's billing department is notoriously lousy anyway. Congratulations on being liberated from them.

Oh and don't forget to cancel that direct debit - just to be on the safe side.