MAC Address Code

This is a BT customers complaint regarding problems with a request for a mac address code to change broadband provider and BT delaying this.

The first email is the response from BT Broadband and below is the response from the customer.

Broadband Customer Services….

Dear Sir

I am sorry to inform you that unfortunately there will be a delay in being able to generate your MAC code. This is due to the fact that we are currently in the process of upgrading broadband capabilities at your local exchange.

Whilst these upgrades are being carried out, we are unable to generate MAC codes . However I have sent a issue to the wholesale team who can deal with this for you and they will send you a mac code as soon as possible.

The delays are due to the network upgrades, which have been sanctioned by OFCOM as they affect all service providers and not just BT Retail.

Once again please accept my apologies for any inconvenience caused. We can have a mac code generated for the 26/03/2010 if you have any queries in regards to this please call 0800 800 030.

Regards
BT Broadband

Customer Reply…..

Dear BT Broadband

I find this unacceptable and symptomatic of the customer service that I have received from you. For you to delay issuing a MAC code and to put a Tag on my line to prevent me from being offered a better deal by your competitors is disgusting.

I will be following this up with OFCOM because I’m certain that your delaying tactics are against competition laws.

I will also be writing a strongly worded letter of complaint to Oftel and Watchdog about the service I have received at the hands of the Customer Options Team, if I have not received the MAC code by the end of next week.

Comments 0

  1. actually there is no way around that complaint, and as soon as the essential engineering work has completed you will get your MAC code, BT Retail are a sub division of BT Group, whol hold only the same rights of service as another competitor. I have Talk Talk who sent me a similarly worded email not long since when i requested my MAC

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