Nildram mac code issues

red11 · 27 Jul 2007 at 17:45

I've read a customer should receive a mac code within 5 days of requesting it. It even states this in Nildram's terms and conditions. I requested my mac code on the 22nd June and received it 5 days 8 hrs later on the 27th June. As part of my contract, I have to give 30 days notice before my contract to them is terminated. All fine and well. I transfered to my new ISP on the 19th July.

Now my dispute is when this 30 day notice begins, does it begin the day you request the mac code or the day you receive it? And if it's the day you receive it, can I bring up the fact that I received my mac code outside the 5 days? They've already overbilled me forgetting the fact that the 30 days is already up regardless of when it begins.

I am aware that a mac code expires after 30 days, that's not the issue, it's the fact that giving 30 days notice should surely begin when you first notify them that you want to leave and request the mac code. I haven't seen this issue explained in any of their FAQs or support section. Any help is appreciated.

HomerJ · 27 Jul 2007 at 18:47

Hi

Depending on exactly your conversation with Nildram if you rang them and said

"I am cancelling my account can you please give me my MAC" then I would take the 30 days from the request.

If you said

"I would like my MAC" I would actually take the 30 days from when the MAC was used NOT given to you.

The reason for this is that asking for a MAC is NOT cancelling as you do not have to use the MAC and where I work we get a reasonable amount of people asking for a MAC as a way to try and get a better deal. In the same way you ask a mobile company for a PAC code as a way of trying to get a good deal.

Hessian · 27 Jul 2007 at 19:49

As homer stated requesting your MAC Code does not automatically cancel your subscription, if you don't use it within a certain time it will expire too.

Recently there was a piece of legislation brought in that meant ISPs had to supply your MAC Code upon request.

I've phone my ISP's before and they have given me the MAC code there and then over the phone.

Dodger · 28 Jul 2007 at 01:43

I have just moved from Nildram. I thought once the migration goes through and the MAC code is used, your account no longer exists? Could someone correct me if I am mistaken.

red11 · 28 Jul 2007 at 12:49

Thanks for your replies guys, HomerJ I get exactly what you're saying. In my case Nildram are taking the 30 day notice as beginning from the date I was issued with it, which I guess is a lot better than the scenario you described, 30 days after using the mac code.

Regarding the 5 day period in which the ISP gives the mac code out, are they breaking a rule or law by not giving it out within that time period?

Dodger said:
I have just moved from Nildram. I thought once the migration goes through and the MAC code is used, your account no longer exists? Could someone correct me if I am mistaken.

I can still log into my Nildram account and webmail but not use my actual broadband details to use their service again.

HomerJ · 28 Jul 2007 at 18:36

Hi

Yes they are meant to give you the MAC within 5 days of you requesting it. You said you got it 5 days and 8 hours this would not be considered a break in the General Condition 22 rule by Ofcom in my opinion.

The Ofcom GC 22 rule is that an ISP is not allow to withold a MAC and are required to provide it within 5 days (cannot remember if it is working days or not)

Teal · 28 Jul 2007 at 19:42

Yes, it is 5 working days.

GC 22 is also silent on matters of notice periods which is unfortunate as the original CoP did cover it.