ISP refusing to issue MAC

Teki187 · 20 Nov 2009 at 11:51

My ISP (Titan ADSL) seem to be deliberatly holding back my MAC code, its been over a week and a half since i requested it.

How do i proceed with getting it?

I've already contacted trading standards who were not helpful at all.

Thanks.

feriso · 20 Nov 2009 at 12:04

They can only withhold your MAC if your account is in arrears (apart from the usual monthly billing cycle). Phone them back and tell them that you will refer the matter to Ofcom if they refuse to issue a new and valid MAC immediately - also say these deliberate delay tactics are well documented (on the web) and the ISP is always in the wrong if there is no grounds for the refusal.

edit : Ofcom have a bigger stick then TStds

HazardO · 20 Nov 2009 at 13:26

For what it's worth..

http://ask.ofcom.org.uk/help/internet-service/switch_suppliers

Good luck, I had real problems trying to get Bulldog DSL's claws out of me (And I was switching to BT at the time). Be persistant.

sid-180 · 20 Nov 2009 at 13:35

have you trie emailing them on their sales address as i normally get a response when i have a question support email i find take aroun 2 hours to get a response.

Dunners · 20 Nov 2009 at 13:41

They cannot refuse it for any reason, even if you havent paid. I work for one and we have to give them out. I think its an ISPA rule which is the governing body.

Dunners · 20 Nov 2009 at 13:46

It is an OFCOM rule:

http://www.ofcom.org.uk/media/news/2006/12/nr_20061213

"Some retail broadband providers have been unable to supply their customers with MAC codes when they request them. This might be because the wholesale provider that supplies the broadband service refuses to hand over customer MACs until a contractual dispute with the retail provider has been resolved.

The new rules will mean that all wholesale providers must provide MAC codes to their customers – the retail broadband providers - upon request, regardless of any dispute. "

Teki187 · 21 Nov 2009 at 09:57

sid-180 said:
have you trie emailing them on their sales address as i normally get a response when i have a question support email i find take aroun 2 hours to get a response.

Thanks for the replies.

I'm in constant contact with them and i was one of there first customers 3-4 years ago, but since they've moved to OBit, i've just had so many problems for weeks and i cant be doing with it anymore.

I didn't know ofcom was bigger then trading standards, thanks for the tip.