How to get MAC code from BT

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Tips & Experience from other BT users

Tim Williams(04/10/2008 09:50:22)
 Hopeless! Left waiting on the 'phone in two queues. Hard sell with offer to halve broadband cost, currently £17.99/month. Left all details with promise to provide MAC code within 5 days. Phoned again after 6 days. Same routine. No record of first call so now another 5 day promise. Why can't they just give you the code during your call? I resent all the time I have spent on this and still no code!
Anita(03/10/2008 21:01:08)
 Appalling high pressure conversation! I had already written to them last week requesting my MAC code in order to transfer to SKY. I have received no communication by post although I understand they are legally obliged to provide it within five working days. I was informed that they took no notice of written communications as someone could have forged my signature and I was given an example of how ex-husbands cause problems when marriages break down. Assured him that I had not had my signature forged at any time and requested that he email me my MAC Code, he refused to do this. Also informed me that I would have to pay them until April next year as I had an 18 months contract. I informed him the contract was for a year and I was aware of that. I told him of the problems I had had with the equipment which had to be returned on three occasions leaving me without broadband for a total of three months. I did not get a refund on my broadband package then or to date. I was treated as an idiot and not listened to at all. I will be contacting them again tomorrow if I do not receive code by email or by letter. Tonight I am fuming! BT has the monopoly in this area that I live in and I have no choice but to take the telephone line with them. I wish things could be different.
graham(03/10/2008 14:54:33)
 Currrently paying BT £31.19 a momth for phone and broadband,when I asked for MAC code they offered to reduce payment to £19.99 a month so staying with BT.
david lucas(02/10/2008 22:04:19)
 we are very busy at the moment your call will be answered as soon as posible 30-40 times. Then i got bored shitless with waiting! GREAT SERVICE BT WHY DO YOU THINK PEOPLE GO TO OTHER BROADBAND SUPPLIERS?.
Andrew(02/10/2008 14:47:58)
 Total rubbish service from BT. Phoned up to get my MAC code, after being passed around to 2-3 people they finally agreed to send me my MAC code. Next thing I know, UKonline tell me my MAC code is invalid, and after double checking the code with BT and UKOnline about 10 times it turns out I have to wait another 2 weeks to get another mac code. If the next one doesnt work im going to go ballistic. Terrible service BT.
Gareth Williams(30/09/2008 14:26:57)
 The pits..Bt were crap, it took me over 10 days to attually get my MAC code,They said it would take up to 5 working days..no joy...Rang up, was told it would now take 5 working days... no joy..then told it had been sent to my Bt mail address.. it had not... Finally had to get really shirty on the phone, was given my code,over the phone, which had been available for 6 days and not given to me.. Bt... you are the pits..
Leslie Goldberg(27/09/2008 11:47:06)
 BT refused to give me the MAC code over the phone, and insisted that it will take then 5 days to provide it by email. In addition to the 14 days it will take to switch over of course. Is this even legal? I don't feel very confident that the code will arrive as promised.
John Emmerson(24/09/2008 14:48:39)
 Rang BT - getting passed around from pillar to post-not acquiring the MAC CODE as necessary. Broadband is in my wife's name but its on the old BT Yahoo -they are trying to push option 3 onto me-not at all happy-all i want to do is transfer to sky.why drag it on?
Louise Bloom(18/09/2008 17:06:32)
 I had already cancelled contract with BT, then phoned for MAC code. They made me re-instate my contract just to get the code and then cancel again!! I would have expected better service from such a big company but know loads of people disgusted with them.
Fraser McDonald(17/09/2008 14:20:00)
 I've just spoken to a BT operative who informed me that from today MAC Codes will no longer be given out over the phone or sent to any email address other than a BT one. The only alternative is to wait for them to post the code to my home address "within five days". I live in hope!
Steffan(17/09/2008 12:37:46)
 Requested MAC code twice yet BT callcentres in India and UK have conflicting information on their systems. Waited the prescribed 5 working days only to find BT had disconnected my internet (so MAC key no longer available) and were in the process of terminating my landline too! Have lodged several formal complaints, about other BT issues too, but only half have been answered. Due to BT stopping my internet and the MAC code no longer being available I now face a 6 to 10 days delay before I have internet again. I have wasted hours on the phone trying to get straight answers from BT - if you're reading this, or doing some research before joining BT ... Good luck with this project! Absolute disgrace on the customer service front.
Declan(10/09/2008 15:44:02)
 rang BT, placed in a Q, opted for ring back service. came across the 0800 800 030 number. called explained my BT contract expired in one day was offer £5 discount a month. requested MAC code told someone would call in 5 days. ask for reassurance from the adviser and was told yes they have ot by law and it takes 5 days to generate the code. 10mins later previous ringback option i had selected called. it was a diffferent adviser so i thought i might as well try my luck. was put through to another department after 1min on hold. woman offered me better deal but i explained it would be hard to beat o2 so very nicely said no problem i will just generate your MAC code now. happy days!!! dont let them fob you off MAC codes can be generated and dont let them tell u otherwise.
Joseph de Villiers(10/09/2008 14:31:33)
 BT has gone back to its old ways and tricks. i phoned BT to ask them if was free to transfer to other provider and they told me that i was out of contract. I then signed up with sky and they told me to get a MAC number from BT, which i did. I spoke to somebody in BT and a woman asked me why i want to leave BT and told her i was not happy with their services. I am paying £250 a quarter(option 2 and bt broadband) for no service at all. She then gave me the MAC number and told me that once the MAC number is used by sky and migrate the broadband, BT will send me the final bill which £500 plus VAT (estimate) as i (apparently) i agreed to be with them until November 2009. I told her this is ridiculous. i dont remember signing up and speaking with anybody about this but she told me that if i have problems about this final bill, i should contact bt and send them an email complaints@btbroadbandoffice.com I remember 5 years ago, when Sir Ian Vallance was the Chairman of BT, there was 1 full page advert from BT from one of the spreadsheets, i think it was the Financial Times, and the telephone number published with that AD, was a telephone number for Sainsbury. I sent Sir Ian Vallance secretary an email to point this out and i did'nt get any acknowledgment at all. Ben Vaarvayeen, A dutch guy, turned BT around when it nearly collapsed in the 1990s, due to mismanagement, now they're back with their nasty ways as BT cannot stand competition. I think they should really address all these customer problems and resolved them and be competitive. No room for a nasty service provider in this competitive market. I would rather pay the penalty ( about £600 for not finishing the contract with BT because it is more cost effective and economical rather than stat with this nasty company. Can anybody tell me if they have the same experience in terms of unexpired 2 year contract, which i am disputing since i dont remember signing up with this deal. BT said they will me all the recorded conversation. Well, BT , Bring iT on.
Clingfilm(04/09/2008 18:32:45)
 After reading these comments. I was scared...very scared. The frst call i made was a disaster and conformed with the rest of the comments. The call i made today was a comlete success and no pressure about swapping. BT are without exception the worst company in existance. I now hopefully never shall have to deal with them - finally one happy bunny - clingy out ^^
de jones(02/09/2008 10:13:25)
 pants thats why i want to leave bt .I requested mac code on line site then blocks you from the page. then given wrong mac code then told i can not have mac code as i had entered into a contract for another year the day i asked for my mac code .refused to give me my mac code
Roy(15/08/2008 19:33:38)
 I was disgusted by BT's attitude when I requested a MAC code. I expected 20 mins of sales speil, which I got. This included trying to sell me a more expensive package, without any discount, so no go there! When he failed to keep me with BT, the guy lied and said he 'couldn't give me a MAC code', and that I'd have to hold for someone who could. Absolute lie. The hold turned out to be.... 5 mins of disconnection. Calling for a second time, I wouldn't take another sales pitch from the 'lady' who answered, and so I demanded my MAC code. My God, what a nasty little Madam she was. Demanded every possible bit of ID, including BT account no., in the hope I wouldn't have it all. Then tried to 'spit out' the MAC code in 'Alpha, Foxtrot' style at such a speed that even a copper would have struggled to write it down. I asked her to repeat it three times, slowly, having read warnings of bogus MAC codes being given by BT and having warned her I would not tolerate this trick myself. Finally, she asked which ISP I was going to, when I said I was undecided (none of their damn business, I meant!) she laid it on thick about how the MAC code would expire after 30 days I then I couldn't get another for a month or so! The nastiest little attitude I have ever experienced. By the time I'd finished with BT, I was 100% certain that leaving them was the right move, they made me so angry. The move to O2 was a dream, an absolute pleasure. Don't hesitate to leave BT!
SARAH BELL(14/08/2008 19:38:09)
 BT customer services are the worst I have ever come across they are inept/ they cut you off/ they dont answer the phone/ they dont reply to letters .. I hope they go bust ! they have been overcharging me for months .. they are appalling
leia(09/08/2008 13:58:27)
 Ok so tried twice now....they are crap! Now telling me I have 2 call back as they can not generate a MAC code! They keep trying to talk me out of it...so I told them id think about their offer but still want a MAC code then the woman said well you have to use it straight away as we do not issue codes unless you intend on using them so i said fine ill use it then...bye bye BT.......now gimmie my code! So still stuck with them and have 2 keep trying!
Allan Edwards(08/08/2008 20:32:51)
 On asking BT for my Mac code I received it the following day both by email and post really pleased after what I had heard about Bt.they have now put a stop on the transfer as the phone line was 'not operative' ( same one I ring them on and the one for my last bill due but due to an oversight I was billed until October with no contract therefore until I clear my outstanding revised bill Bt will not release my new mac code I'm saving £38 per month ehen I eventually move to Sky TV/Phone and Broadband
Simon(05/08/2008 19:01:03)
 Thanks for the tip of ringing the correct 0800 number. On a queue for 6 mins (at 6-30 pm), asked if interested in how BT could make my current Broadband cheaper, said no and 2 mins later had MAC code. Rang Sky no problems with code, just waiting for the equipment and the change over date.
dan(04/08/2008 19:19:04)
 In queue to get the call answered for over 30 minutes. typical BT. gave up, sent an email which BT states will take 5 days to reply. probably get some random "we can do this to reduce ur bill crap" and be back at stage one.
Charles Whittle(29/07/2008 17:18:02)
 Just rang BT for mac code. Had to hang on a while but the lady I spoke to was very professional and didn't give any hard sell to stay with them. This was something I didn't expect after reading all the other e-mails. Well done BT
RossM(28/07/2008 12:20:45)
 Pretty bad customer service from BT. Phoned to get my MAC code, the guy who answered was rather surly, offered me a few alternative prices which I declined. He then cancelled my Broadband, which wasn't what I wanted. He then cancelled the cancellation, but then said he couldn't give me a MAC code because it was coming up blank. He then tried to tell me my new provider wouldn't need it as they would be able to remove the flag from my line without it.
jayne kamsika(21/07/2008 23:04:37)
 just tried to obtain mac code from bt i have been passed from one dept to another no success .i am appalled that bt is allowed to continue to obstruct customers in this way when they have are legally required to supply customers with this information .If Iam unsuccessful tommorow I will speak to my local MP
Dave Mockford(21/07/2008 16:30:09)
 I phoned the number and after several button pushes was taken to a pleasant lady who informed me that I don't have broadband. When I suggested that as I had obtained their number from the internet via broadband and I pay BT a substantial sum each month for the privilege I was passed onto another department who discovered that my account was so old (4 years!) it didn't show up on their screen. The man was very nice and offered me many inducements to stay but was not happy when I insisted on a MAC code telling me O2 use LLU instead of DSL and it provides an inferior service and they won't support Macs because they are difficult to use and only businesses use them anyway. Eventually he gave me my MAC code and bid me a surly farewell. Add that to the previous poor service when my broadband crashed I think I'm better off out although time will be the judge of this.
Joe Jones(19/07/2008 16:57:20)
 They keep telling me that SKY need to remove the marker (placed by BT on my line).
Denis Callaghan(18/07/2008 16:00:13)
 1st time I rang BT at 11:59 and got some rubbish from the operator stating that because MY CONTRACT DOES NOT RUN OUT TILL Monday 28th July 2008 they could not give me my mac code, looked at a couple of websites and rang them back at 14:15 just asked for my mac code gave them no reason why I wanted it I just told them that its my legal right to have it, I dont have to tell you why I want it and if I dont get it I will report them to OFCOM, put on hold for 5 mins, they gave me it, I rang SKY and it was a valid one so job done. Finally
Robert Taylor(17/07/2008 21:37:45)
 After reading everyone elses feedback I was expecting hassle but had none of it. I first used 0800 800 060 but found the menu options not very helpful so then rang 0800 800 030 which was much better and I got through easily. The BT guy (Martin) tried to convince me to stay with them but he soon realised I was not changing my mind and when he realised this the process was simple and he was very helpful. He generated the MAC code which I then read back to him for confirmation. The switch over from BT to Sky was actioned today and it went extremely smoothly, which has been a pleasant surprise. My experience of switching broadband providers has therefore been a very good one - well done to both BT and Sky.
Mark E Gould(16/07/2008 15:50:38)
 I have just been to BT. Sure enough they did pump me to find out why & the benefits of staying & offered me a better deal but I eventually got a MAC & I hope that it's OK
sanam mukhtar(15/07/2008 16:51:05)
 I am not happy with BT because they gave me error mac code three times when i trying switch to sky broadband but mac code was error again. it is eaisr to send email with mac code, it was quicker and save time. BT have wasted my time.Need improve service.
ben winter(13/07/2008 12:43:49)
 I kept ringing bt and everytime I did they wont give me my mac code because I cancelled being with them when I really needed it
Paul(11/07/2008 15:51:16)
 called BT to their broadband support number. No lies available. Glad to be leaving
Manu(08/07/2008 17:09:21)
 I called BT to get the MAC code and they gave it to me immediately with not problem at all. They obviouly asked me why I wanted to leave them and I just replied that they can't give the service I want: 24Mb down (probably only 10Mb), 1Mb up and a static address for £18. I am not connected yet but everything look to go in the right direction.
neil cook(08/07/2008 13:10:35)
 tried to get mac code today, first attempt lady said the system is down and has been since thursday, second attempt asked why i wanted to cancel i said i didnt, i was then offered cheaper deals to stay, said i wasnt leaving man says no need for mac code then i said want it for future reference, he says they dont have to give it to me unless im cancelling.So quoted the communications and telephone act and was told the system was down but would be working tommorow, ill give it a couple of hours and try again, i can see this isnt going to be easy!
emma vatcher(08/07/2008 10:06:42)
 called bt 4 times now.either cut off,harassed into staying or told the system that gives the mac codes is down.will be glad when i leave them.what a awful company
chris b(07/07/2008 12:28:06)
 Was pretty easy after reading your posts so I knew what to say the right number to ring 0800 800 030 got the mac code straight away said i would say as a customer for the phone line. I hope you have the same luck
Dave Bage(26/06/2008 12:28:17)
 BT are still playing silly buggers with us. O2 have tried to see if the MAC code will eventually validate but no such luck. Partner rang BT who said it would take 45 days to generate a new code as the old one is valid for that period of time. I am sick of this unprofessional behaviour!
Chris Bailey(23/06/2008 18:56:48)
 I hope this company goes bankrupt!! It does not deserve to make profit. No wonder it is making life difficult for switchers, its because BT broadband service is supposedly the HEART of their business, but they are losing all their customers to other better providers. Their loss is understandable considering the disgusting service most customers receive from the completely inept and knowledgeless muppets employed in their call centres. One word sums it all up: CRAP! I spoke to 6 different teams all of which told me different advice, none of which provided me with a valid MAC code. Instead I had to complain for ages to have them remove a 30 day block on the line. Im actually now in the queue still awaiting the result of that request, time encounting on the digital display 1hr 46 minutes.... Not a happy bunny!! Avoid them unless you like to waste your evenings with a phone stuck to your ear.
Draven(21/06/2008 22:22:30)
 Not all that bad really. 1 month ago i had some serious problems with BT Broadband and the only way to get it sorted was to Contact Ben Verwaayn The CEO of BT and have Julie O'Sulivan Personally over see my case. Granted all the actual line problems were sorted and my hat goes of to the Openreach Guys who did work that another department should of done but even after all the line problems were sorted the service is still crap. loss of connection/ Poor speed. It wasnt always like that tho before all this started i had solid & fast broadband from BT and being a hardcore gamer i needed an ace service but lately im seeing what everyone has been saying about BT's god awful service. The guy on the phone did try to tempt me but after all i had been through and all the notes he could see on his system he dint have a leg to stand on really. I was Firm yet polite and got my mac code instantly. Shame there other departments and actual service wasnt this good or i might of stayed.
Roslyn bryer(17/06/2008 08:26:02)
 Rang BT twice 16/6/08. They have refused to supply MAC code. On phone over 2 hours between Sky, who we want to swap to, and BT. No success.
Dave Bage(13/06/2008 00:44:08)
 Partner rang BT (as phone account is in her name) and they said they would mail the code. Waited 1 week nothing through the post / email. She rang again, this time the person gave her the MAC code over the phone, she reiterated it to ensure she got it right which they confirmed she did. Gave code to o2 and they said it is an invalid MAC code! Argh! So now she will have to call them AGAIN to get another code! What a joke!
patrick(04/06/2008 21:29:19)
 same as steve below WAS DISCUSTED WITH SERVICE ONLY ASKED FOR MY MAC CODE ASKED IRELIVANT QUESTIONS MAKING ME FEEL PREASURED AND UNEASY
Mark Bailey(31/05/2008 17:31:40)
 It went surprisingly well. I was expecting a big argument but it didn't happen. He offered a cheaper deal but I just said no and that was that.
Linda Cockburn(27/05/2008 21:45:43)
 Got the Mac code right away told them I required it under the communications and telephone act lol. Also they where about to launch into sales speak to said I was working with Sky and that they could not match the cost. lol I also checked with Sky and the number they gave me is correct it is a shame the customer service that dealt with my enquiry today where not so effiecent in other areas and I would not be moving
Mark k(23/05/2008 20:11:51)
 Call bt 0800 800 030. Tell the advisor that you would like your MAC code for future reference. This way you can keep your broadband until your new provider becomes active. Im goning with sky. Once the line is active your account with bt will immediately cancel. All it needs then is call to bt a day or so later to make sure you account is closed. Altogether it was painless thanks to the advice from the sky customer advisor. And they gave me a VALID MAC code
Adam Little(22/05/2008 08:14:06)
 Picked up the phone very quickly, and when I explained I wanted to leave for a cheaper deal they offered me a competitive rate, which I declined. Woman on the phone was very nice and polite, and made sure I had the correct MAC code (which was valid). No problems at all!!
Dean Henson(17/05/2008 17:14:26)
 Contacted BT today got cutoff once then rang back straight through and got my MAC code, contacted Sky everything is sorted all within half an hour. No complaints however having read some of the comments prior to contacting BT I was annoyed when I was cut off.
David Moore(17/05/2008 13:46:48)
 Called BT and because I had ordered SKYtalk and a stop order had been put on my line, they said they would not give me mac code.
Jon Cobb(13/05/2008 21:13:22)
 BT are totally sour grapes about the whole thing. They've refused to give us a mac code and now we've found out that BT have placed an open order on our line two days after our end of contract so that we can't switch providers! We're going the whole hog and getting the lot from sky, totally fed up with dealing with half-wit BT people.
Dave(13/05/2008 15:45:32)
 A normally good customer experience when dealing with BT has been seriously marred by my efforts to get a mac code. Passed from pillar to post and continent to continent for an hour, given a incorrect mac code, forced to call back and go through the whole rigmarole again.... Eventually got the correct code, at least the manager at Sky had given me his mobile number so I could get straight through with the 'real' mac code
Ross(07/05/2008 12:48:23)
 Rang to request MAC code from BT. BT guy was a bit aggressive (and warned that switching could cause 2 - 3 weeks downtime) but when pressed for the MAC code it was provided (ensure you write it down carefully). The switch to Be was very smooth, the MAC code provided by BT was valid and the change over took 15 minutes, so am now happily on new provider.
Alex Clarke(01/05/2008 17:08:05)
 bt rang back within the hr and tried to talk me out of it but as i used to work for sky bb they knew it was a lost cause so then issued mac code which we will see if it works!!!!
M Hornsby(28/04/2008 13:16:00)
 Not a warm welcome, called three times due to software being updated code was not available. each time tried to sell me other products and services. Needed account number on one call, otherwise MAC Code could not be provided. However on another call telephone number only was required. They really did not want to help, it's nice to be wanted, but at their prices! Now to see if the code works.
Mike(24/04/2008 09:19:04)
 Rang BT for my code and after about 10 minutes of holding I got through. The chap was very nice and apologised for the wait. He did try to find out why I was leaving BT and offered me the best package he could but eventually gave in and gave me the code. Rang o2 and voila! Worked with no problems. Pretty painless tbh ;)
Mr R Green(23/04/2008 07:34:19)
 Requested MAC cod 7day,still no response.
Matt(22/04/2008 07:59:19)
 Ok so last night I called BT on 3 seperate occassions requesting my MAC code. In each instance as soon as they realised they were unable to keep me a customer they cut me off!!!! I phoned again this morning and spoke to a very nice lady who went through the whole 'why are you leaving BT' spill, I was a little short with her given my previous 3 calls. She did however generate the MAC code. MY TOP TIP is to call the 0800 800 030 before 8am and you should get straight through.
niju(16/04/2008 13:51:45)
 bad customer relations i just wanted the mac code so i could run a mile from the bt charges over to sky and they kept on trying to talk me out of it, asking silly questions and in the end it was a fake code!!
Wyn Lewis(13/04/2008 21:21:45)
 Been fighting with BT for 4 days solid and still they say it is'nt their responsibility to give a Mac Code because I have refused to get Broadband from them. If I could cut BT out I would, Why should they have the monoply, in North Wales we do have any choice but BT.
Ian Browne(13/04/2008 20:05:51)
 I obtained a MAC code by telephone from BT. I repeated the code and was told that I had written it down correctly. According to Orange, the Code could not be recognised and I now have to wait another 2 weeks before I can obtain a new one. How can I get the Code via e-mail to avoid another similar incident?
Ian Kelly(03/04/2008 15:19:02)
 Absolutely dreadful customer service. I initially communicated with them via email (I was being billed even though I'd moved to Sky in Feb). There is an extract from their 4th email... I am really sorry that you have had to make repeated contacts with us to get your problem resolved which till date stands as it is and in fact has gone worse with every other e-mail sent to you An admission of failure eh? I will never use BT again.
Susan Bickerton(29/03/2008 13:49:53)
 Very uncomfortable highly pressured experience. Constant comments on how awful I would find the service with Sky. Also stating that their own TV package is far superior to Sky, how cheaper isn't always better etc. I asked for the MAC code at least 4 times before they eventually gave it to me. This was a nightmare and I would urge anyone who does not like pressured phone calls to avoid BT like the plague.
STEVE(25/03/2008 20:23:44)
 WAS DISCUSTED WITH SERVICE ONLY ASKED FOR MY MAC CODE ASKED IRELIVANT QUESTIONS MAKING ME FEEL PREASURED AND UNEASY
salley potter(25/03/2008 09:34:33)
 the gentleman was very professional. He did try to talk me out of it, though as i haven't been very impressed by their service i declined.
arif(17/03/2008 19:15:53)
 bt customer service is rubbish.they give me fake mac code, then i've to contact them again and again to get the usable one.it's been a month and up until now, still not getting it.what a rubbish company.im very upset.
Frank Knight(04/03/2008 21:04:50)
 General foot draging by BT including fianalybeing given the wrong mac code. After much trying was eventally given the correct mac code. This resulted in delaying my migration to Sky by at least two weeks. Not at all happy with the lack of good service !!