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Unused MAC Code - 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've recently migrated from ADSL broadband to a cable broadband connection with Virgin Media.

To sort out the closing the ADSL account I telephoned my supplier and told them to give me my MAC code and to cancel my account after the mandatory 28 day notice period I was required to give them had expired.

I know that you don’t need a MAC code to migrate from ASDL to cable, but this what their website insisted I do, so I followed their instructions accordingly.

My ADSL supplier then emailed me the MAC code, I had my BT landline deactivated in my flat, and got Virgin Media to install both telephone and cable internet services. All was well with the world and my new internet connection was a flying machine.

I am now getting red letters from my previous supplier saying that although I asked them to close my account, because I didn't use my MAC code, my account is still open and I owe them two months charges for a service I don’t even have a landline to use.

I've written them a letter to tell them that I've cancelled my direct debit and that as far as I am concerned the account was closed two months ago, but they are insisting this isn’t the case.

What should I do?

Peter Heery, via email


Our expert says...

According to Ofcom, your previous supplier can quite easily see that they are no longer supplying a service to you, more so in your case as your don’t even have a BT line any more.

I would suggest that you ask to speak to a manager; explain the situation - that you specifically asked to have your account cancelled as well as requesting a MAC code -and offer to provide them with proof that you no longer have a BT landline - thus making it impossible for them to have provided you with any broadband service. You should also let them know that you will be getting in touch with Ofcom and Otelo (see useful links).

If they still don’t see the reason in this, you should get in touch with the Which? Legal service that provides over-the-phone legal advice for £12.75 a quarter (see useful links).

I would also advise putting this in writing to your previous supplier, and copying in Ofcom and Otelo to see if they can help.

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