MAC Code Not Used - Ask Our Expert

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Michael Phillips is product director at BroadbandChoices.co.uk and can help with anything from contractual problems, to giving technical advice or telling you how to speed up those slow movie downloads.

Q - Dear Michael,

At the beginning of the year, I switched my telephone/broadband supplier from ntl:Telewest (now Virgin Media) to TalkTalk.

I was at the end of my ntl Freedom contract and contacted them to give them a month’s notice. They gave me the MAC code, which we then passed on to TalkTalk and the migration went smoothly.

However, I have now received a bill from Virgin Media for £97.00. When I contacted them about it they said it was because TalkTalk did not use the MAC code, and that I should contact Ofcom.

I have also contacted TalkTalk about this matter. They told me that because of their system they do not need to use the MAC Code and that Ofcom are aware of how they operate.

I am currently stuck in the middle, with Virgin Media continuing to bill me for a service I have not used since 21st February. I have written to Virgin Media disputing the charge but to date they have not replied to my letters.

Do you have any suggestions as to how this can be resolved?

Janet Farren, via email

Our expert says...

Apparently this has happened because Virgin Media thought you hadn’t cancelled since the MAC code was not used. However, they would have been able to see very clearly that you were no longer using their service, without TalkTalk having used the code.

It’s true that TalkTalk are able to migrate customers without a MAC code because of the type of LLU technology they use, but Ofcom still recommends that they use the MAC code system.

Having spoken to Ofcom about this, they recommend that as the fault is with Virgin Media, you dispute the charge (which you have done). You will need to write another letter - to the customer services manager - stating what Ofcom have said, and letting them know that you will be copying both Ofcom and Otelo (the telecommunications watchdog) into the letter.

You should also mention that your previous attempts to resolve the issue have not been dealt with properly.

Good luck.

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