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Migrating

I've been with silvermead for about 2 years, maybe more and I have been emailing them for the last 6 weeks for my cbuk/mac code so I can migrate, they have ignored my emails, so today I rang them and they told me the following.

You can't have it.
Just because you have an option to migrate doesn't mean we will take part and let you.
We don't provide your service, it's telefonica
We don't have it.
You have to give us 14 days notice of cancellation in writing, but we still may not take part.

what the hell, I don't to cancel and re order as that will mean about 6 - 8 weeks of no internet, thats why I want to migrate, can anything be done, their site doesn't even have any terms & conditions anymore, or at least I couldn't find them.
 
Try phoning Telefonica direct,failing that if you change the name the BT bill is sent to i'm led to believe this will cancel ADSL on your line,should only be without BB for about 10 day's then ;) This situation really does need sorting out though-IMO BT should be responsible for MAC codes,then there would be none of this *****! Afterall,you need a BT line for ADSL..............
 
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Telefonica Uk is now owned by netservices - http://www.netservicesplc.com/

If you still have problems them have a look and contact ofcom. If it is supplied by Telefonica UK then they are one of the isps that signed up to the code of practice with Ofcom and the below will apply. Although even if they are not on the list you could still try ofcom.

http://www.ofcom.org.uk/advice/telecoms_ifc/codes/bbm_cop/?a=87101

Migration Process
The process works by means of a migration authorisation code (“MAC”) which customers obtain from their existing provider and give to the new provider they have chosen. Customers need to follow three steps:

A customer wishing to change their service provider must first contact their existing service provider and request a MAC (customers should not request the service be ceased)
The existing service provider will send the MAC to the customer within 5 working days. The MAC is valid for a period of 30 days from the date that it is issued.
The customer must then present the MAC to the provider they wish to migrate to. The gaining provider will then process the request and inform the customer of the transfer date.
Note: See below for details of the service providers who have signed this code. These providers have committed to fully comply by 16 August 2004.

Customers' rights and obligations
Under the terms of the code:

The existing service provider cannot unreasonably refuse to issue an authorisation code and may only withhold a code if:
the request is not made by the account holder or the account holder is deceased
the contract has already been terminated and the connection ceased
However, the existing service provider must explain the reasons and supply information on how to appeal against the decision;
The existing service provider cannot withhold an authorisation code to enforce debt collection or contractual rights. However, customers are not freed from contractual obligations they have entered in to with their existing service provider - i.e.: they will have to honour the remaining term of an existing contract or pay early cancellation fees, if applicable. An existing service provider will still be able to take reasonable action to enforce their contractual rights even after a customer has migrated to a new service provider.


p.s do you have a copy of your terms and conditions from signup ?, i cant see any on their website.
 
Last edited:
They won't help either and neither company is signed up to ofcom, i've written them a letter and sent it recorded so we'll see what happens.

Changing the billing name doesn't speed things up it can take BT 30 days to remove the adsl and as i run a web hosting company i can't be without net access.

We'll see what this letter brings, they should receive it tomorrow.
 
My advice would be pray and hope you can get away as netservices dont like any one migrating away from their vISP's and wont support by choice the migration process, yes i agree this stinks but what can any one do about it?

If it was me in your situation i would cancel my account asap and put up with the downtime with a dial up account from like wanadoo and sign up to a proper ISP that supports migrations.
 
u must be on datastream, your only hope is to cancel and put up with dial-up for 3 weeks.


Silvermead is a one man band backshed isp , all of these sub-standard isps will disspear soon anyway, best to run away now.
 
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Mac Codes and Cowboys

Hi, seven days ago I sent a letter to Customnet requesting a MAC code. I have today sent an email to them requesting the same. They have yet to reply!! They proudly advertise on their website that they are part of Telefonica who have signed the Ofcom code. Problem is, Telefonica UK no longer exists having been bought out by Netservices :cool: , who you guessed it have not signed to the Ofcom code. I will keep pestering them for a code but fully expect my adsl to stop at the end of my contract leaving me using dial-up for a month (bloody nusiance). Should have bitten the bullet and found a decent provider when I got dumped by Gio but was informed by Customnet :hrmph: (who funnily enough kept calling me to get my business) that yes there would be no problem getting a MAC code if I wasnt happy with their service and it would be provided within five days. The internet market seems to be full of re-selling cowboys who would not be tolerated in other sections of industry. Could anyone adivise me, how long it takes to clear the BT line and get another adsl installed?
Best Wishes
Stiffy (well and truly pixxxd off ) :shrug:
 
stiffy said:
Hi, seven days ago I sent a letter to Customnet requesting a MAC code. I have today sent an email to them requesting the same. They have yet to reply!! They proudly advertise on their website that they are part of Telefonica who have signed the Ofcom code. Problem is, Telefonica UK no longer exists having been bought out by Netservices :cool: , who you guessed it have not signed to the Ofcom code. I will keep pestering them for a code but fully expect my adsl to stop at the end of my contract leaving me using dial-up for a month (bloody nusiance). Should have bitten the bullet and found a decent provider when I got dumped by Gio but was informed by Customnet :hrmph: (who funnily enough kept calling me to get my business) that yes there would be no problem getting a MAC code if I wasnt happy with their service and it would be provided within five days.


Stiffy,

I will look into this for you first thing tomorrow and find out what is happening. If you PM me your email address I will make sure you are fully updated on what is happening.

thanks for your patience.
 
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drgl said:
This situation really does need sorting out though-IMO BT should be responsible for MAC codes,then there would be none of this *****! Afterall,you need a BT line for ADSL..............

It does seem ridiculous, Even some of the ISPs that will provide MAC codes will charge you for the privalege or charge an administration fee.Seems an unfair restraint of trade to me and a way to make extra profit.

When you change gas or electric supplier, the old supplier doesn't get the option of removing your meter. Id prefer it if the fitting or removal of equipment on our phonelines was between us and BT or the LLU supplier with the ADSL service provider kept out of it.
 
Im taking it that you are meaning you tell BT you want your line enabled for xDSL and then you go to the supplier, if it was only that simple.

Every property in the UK would have to be xDSL enabled for that to work, your line has to go to the dslam that if there is space when you order you will go on, if there isnt space then you will go in the queue, if all the other houses are perminatly enabled you will have to wait for a exchange upgrade which wont be a weeks delay but a couple of months maybe longer.

I could waffle on for hours on reasons why i wouldnt like that arangement but my main one is:-

What if you had a problem with the xDSL who would you ring BT or the ISP and would you really want them both have the opertunity to blame the other and one that you can not get away from unless you get cable?
 
ManOfMeans said:
Im taking it that you are meaning you tell BT you want your line enabled for xDSL and then you go to the supplier, if it was only that simple.

Every property in the UK would have to be xDSL enabled for that to work, your line has to go to the dslam that if there is space when you order you will go on, if there isnt space then you will go in the queue, if all the other houses are perminatly enabled you will have to wait for a exchange upgrade which wont be a weeks delay but a couple of months maybe longer.

I could waffle on for hours on reasons why i wouldnt like that arangement but my main one is:-

What if you had a problem with the xDSL who would you ring BT or the ISP and would you really want them both have the opertunity to blame the other and one that you can not get away from unless you get cable?

errr,well that happens right now! I spent two months with V21,slow speeds,drop outs etc etc. They blamed the LINE,ie,BT. (And BT then blamed Telefonica which of course was the TRUTH-Telefonica's network was well over stretched,as was V21's network)Since migrating away from them the speed is 100% OK (and i'm now on 2Mb) and i've not had one drop out. The line was also OK prior to V21 when i was with Virgin. So it was easy for V21 to blame just about anyone rather than themselves!! This whole MAC code thing needs clearing up and regulating,why should you pay a penny for it?
 
The thing is if Bt dropped their prices then you wouldn't have to look around, cos all adsl comes from them anyhow...I really hope i get my ruddy mac code, theres nothing wrong with the service but 39.99 for 2 mb is a tad much these days.
 
drgl,

Yes it does happen now but only with the ISP's that dont have the ability to support all their users properly and if it is a BT fault then your ISP should get it sorted out if they are any good, the problem you have is your with a reseller not with a BT recognised ISP so you have the reseller agueeing with telefonica which is also agueeing with BT where each will blame each other, if you wasnt with a reseller this wouldnt happen.
 
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°Grim°°Reaper° said:
The thing is if Bt dropped their prices then you wouldn't have to look around, cos all adsl comes from them anyhow...
Only the line that you use does. All the back end stuff (mail server, DNS, etc.) comes from the individual ISPs, which still leaves a lot of variation in quality.
 
the ISP does the routing to the internet, so it does make a lot of difference.

i was with fast24 on 1 meg, the internet speeds were 'p*ss poor' , after a migration, instantly beter speeds.
 
fast24 is just a vISP of netservices which have over subscribed their lines which would add to the contention slowing your speeds down.
 
Wll they received the letter Tues 28th, isn't it supposed to be 5 working days for them to supply the code, what shall I do now...as i said before i can't be without internet as i run a webhosting business.
 
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