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Opal Not Issuing MAC Codes in breach of OFCOM regulations

Rate Opal Takeover of Nildram Services

  • Appalling

    Votes: 2 100.0%
  • Poor

    Votes: 0 0.0%
  • OK

    Votes: 0 0.0%
  • Brilliant

    Votes: 0 0.0%

  • Total voters
    2
  • Poll closed .
I requested a MAC code from Opal on September 10. I received a email on September 14 saying "your MAC code is below" - BUT IT WAS BLANK

Called Opal Sept 15 - told "it will be requested urgently and I would be called back" NO CALL FROM OPAL

Called Opal Sept 17 - told "many Nildram customers are waiting for MAC codes and we have a major system problem which is a very high priority to fix - we will call you back" NO CALL FROM OPAL

Called Opal Sept 24 - given MAC code - BUT IT WAS NOT A MAC code!

Called Opal Sept 24 - was told "MAC code had been issued and used" - palpably untrue. Was then told "requested urgently and support have said it will be issued today" I asked to speak to a supervisor / manager "none available" NO MAC CODE RECEIVED

How do they get away with it?

How can I get a MAC code?
 
Ofcom requires that ISPs issue you a MAC within 5 working days of request although, as many people have since found out, if a provider screws this up then consumers have no organisation that they can turn to at short notice to help.

Your first port of call should be to lodge a complaint with Ofcom, since by now they probably have quite a few for Opal (TalkTalk). You can also pursue the ISP through their ADR complaints handler - OTELO - but you have to wait 8 weeks from the start of your problem before they will take it up. They're also very slow to reach a resolution, so are probably not much of an option.

More here.
http://www.ispreview.co.uk/new/complain/complain.shtml

Sadly, in this situation, you can either keep harassing Opal with lots of emails and or phone calls or cease the line. However ceasing the line is a bad move as it could leave you without broadband for a couple of weeks and incur additional costs when you try to connect with a new ISP.
 
If your current service is a bundled phone and broadband on an unbundled service (full LLU, MPF) then there is no MAC process in place as you need to move your phone line back to a BT based service.
If of course your not on full LLU, I will just shut up and get my coat!
 
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