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Broadband Choices

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Missing MAC Codes - 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.

Q - Dear Michael,

I am a broadband user and have been with the same provider for over four and a half years. They are now Orange, having been Wannadoo and before that Freeserve.

I recently decided to switch to Sky as it was a good deal. My problems began when I requested a MAC code from Orange.

They promised to provide it five days or less. Five days later I rang them again, at which time they said that it had only been processed the day before, asking me to wait up to five more days.

A few days later I rang them again. This time they said that the MAC code had been denied for technical reasons and asked if I could cancel my broadband - but I need a seamless migration as I am severely sight impaired and a continuous broadband connection is vital to me. I am now waiting five more days for a reply from Orange.

Am I the exception in experiencing such problems?

Roger Cole, via email


Our expert says...

You’re not alone in this problem. Since Ofcom made the release of MAC codes compulsory earlier this year, we have noticed a number of suppliers dragging their heels on MAC requests.

I would suggest that you send a letter - not an e-mail - to the head of Orange customer services. In the letter you need to say the following:


Your name, address and phone number.
Your account number.
Explain that you are visually impaired.
Then list each of your requests and how they have not been dealt with satisfactorily.
Explain that you are now taking this issue to Ofcom.

Ask us a question

If you have a general switching or provider query please email us at Advice@broadbandchoices.co.uk otherwise email OurExpert@broadbandchoices.co.uk


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Page Last Updated: Monday, 23-Jun-08