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MAC Code Not Used - Ask Our Expert
If you’re having technical, service or supply problems, or just have a question you want answering, why not write to OurExpert@BroadbandChoices.co.uk
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.
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.
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