How to get MAC code from Demon

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Tips & Experience from other Demon users

Roger Ellingworth(24/09/2011 09:18:47)
 has taken me over 10 days to get a mac code so far and still nothing. have repeatedly requested callback - nothing - tried customer services - not available at weekends (only time i'm able to make calls) - disgusting service. am reporting them to the ombudsman as soon as i get information. (not a happy experience at all.....)
Dave(22/08/2011 10:17:50)
 Called 0800 027 9190 and got straight through to a guy who did a reasonable job of attempting to get me to stay but with speeds promised by cable there was no poitn and he knew it, so MAC code sent via email as promised with no fuss.
Paul Barns(28/06/2011 10:39:32)
 Call 0800 027 9190. Do not try 0845 272 2333. I was told that the line customer services was busy but that they would call back. They did not. They also said that they were not allowed to give me a direct number.
rob(16/06/2011 15:10:29)
 Switching to BT infinity for faster upload speeds. BT gave number for Demon on their site, through to call centre in India, had a few problems verifying my account since I joined a long time ago and apparently my account number has changed! Eventually convinced them I was me, they asked why I wanted to leave them and I exlained I need faster upload speeds, they could not offer anything, so went ahead to generate MAC. Apparently it was taking longer than normal so said they will email within an hour...they didn't so I phoned again and was given MAC over the phone. I've been with Demon for about 10 years, have not had any serious problems, in the early days there used to be more outages, but nothing too serious, and they provide dial up companion which has helped on one occasion when the broadband was down. They just have not kept up with other providers.
Albert Gale(14/06/2011 11:09:51)
 Called twice, used LiveChat 3 times 'problems generating MAC...' - eventually called 0800 027 9190, guy gave me MAC code over the phone. Shame to leave Demon, been with them since the 'tenner a month' days (not yearning for Pine and the like though)
Simon Mills(25/05/2011 13:55:56)
 Called 0800 027 9190 and was given my MAC code over the phone but only after they had tried to convince me to stay for 10 mins offering me a cheaper and faster deal. Still switching.
David Higley(15/04/2011 13:42:06)
 Great tips here - many thanks! Called 0800 027 9190 and got straight through to a very helpful chap who gave me the MAC code over the phone. Seems a little sad ditching Demon after over 10 years of generally excellent service but the £50 cashback to move to the Post Office was too good to resist
Sam Smith(24/03/2011 15:50:00)
 Took 3 attempts at speaking to someone and several attempts where the 'press 1 for x' - 'press 2 for y' actually just ended up dropping my call and me having to start all over again. On teh third go the guy gave me the code over the phone. Been with Demon for years but the speed is now dire and the customer service is utterly shambolic.
Barrie(18/03/2011 14:39:01)
 Phoned the direct number today ( 0800 027 9190 ) and had my migration code within 3 mins. The guy couldn't be any more cooperative, especially when I explained that I was phoning about my dad's dsl connection and didn't have a clue what his mothers maiden name was. A couple of other questions later and I had the MAC code for him. Couldn't fault the guy on the phone at all, its just a pity their technical support team aren't as useful as him...
ross(11/03/2011 15:42:49)
 called Demon on 0800 027 9190 and got through almost straight away. The girl i spoke to asked why i wished to leave but there was no hard sell to stay. She did however advise me that my MAC code would be emailed within 5 mins, 2 hours later i still didn't have it, so i called back and a different girl gave me the code over the phone. Glad to be leaving as their customer service and especially the technical support standards are now very poor.
ross(11/03/2011 15:22:58)
 called Demon on 0800 027 9190 and got through almost straight away. The girl i spoke to asked why i wished to leave but there was no hard sell to stay. She did however advise me that my MAC code would be emailed within 5 mins, 2 hours later i still didn't have it, so i called back and a different girl gave me the code over the phone. Glad to be leaving as their customer service and especially the technical support standards are now very poor.
Martin(01/03/2011 12:48:38)
 Called Demon on "0800 027 9190", was advised to wait 24hrs for my MAC code, did not receive it so called again and guy supplied MAC code while waiting on the phone. So started not so good but then got better.
Dave(29/11/2010 17:06:42)
 Phoned Demon on 0800 027 9190 - very helpful guy and got my MAC via email in 10 minutes
Neil(24/11/2010 11:39:52)
 Make sure you phone the direct line on 0800 027 9190. Do not ring the customer services line! They will tell you that the cancellation department is busy and promise that you will get a callback within 4 hours. After customer services & technical support promising callbacks on numerous occasions and not keeping their promises I told them I did not trust they would even log the call and to put me through straight away. They will really try to keep you with demon. Just keep saying no and do not get suckered in. Demon were once a good ISP. In my opinion they are now one of the worst.
Pete(08/09/2010 09:54:47)
 Having been with them for 16 years, I wanted a faster broadband speed. I requested my code and they provided it to me whilst on the phone and followed up by sending an email. Their customer service person was very polite and helpful by explaining the cancellation procedure and MAC usage. They did try to persuade me to stay (to the extent of reducing the monthly cost by £10) but their products cannot manage the broadband speed of some competitors in my area.
Joe (23/08/2010 12:31:16)
 Requested my code, has it in my inbox within 5 mins!
Carl(25/03/2010 13:36:55)
 Same as previous user - code received within 10 minutes. Been with them for a number of years and everything is good UNTIL you have an issue on the line, at which point you're introduced to their "wonderful" technical support team ...
mike(12/01/2010 11:05:16)
 After asking why i wanted the mac code and trying to offer me alternative products at a discount (been with them 6 years) they handed over the mac code quickly. Whole process took 10 minutes over the phone to their customer service staff. I left as fed up with their FUP as i download at night and they where not sending out warning emails as they said they would.
Haydn Vernals(12/11/2009 12:43:04)
 Very hard work, the telephone numbers at Demon appear to direct to a call centre on the Indian sub continent where everyone works to a strict scrip. The Tech support failed to solve my problem over a period of two weeks, kept leaving messages at weird times telling me the problem had been fixed and to call them back if I had any further problems. They failed to call me back one several occasions after asking me to give them a second chance several times, my calls were cut off after I give my account details and the staff just kept saying the MAC code customer service office was busy, can we arrange a call back. Finally got through and even then, they wouldn't give me my code over the phone. After 14yrs with Demon Internet, I've had enough. I'll be very surprised if the MAC code does come through by e-mail given the poor service recently.
Julia Miller(11/09/2009 10:42:16)
 Had to phone Demon twice, but they could not have been more helpful. Did try to get me to stay with them. But provided the MAC code in minutes.
Russ Calvert(21/07/2009 19:33:05)
 I first tried phoning to get my MAC code 18 days ago. Finding myself queuing indefinitely, I later tried "out-of-hours" and left a message on the answerphone saying that I wanted to cancel my contract and would somebody let me know my MAC code. After having had no response for over a week, I then wrote to their cancellation department with the same message, but again no response after over a week. Prior to asking for my code I'd tried to get help from customer services on dozens of occasions, but never got any response. It seems that Demon just ignore all attempts to contact them.
David Meadows(17/04/2009 17:24:01)
 Very polite and professional in handling the MAC code request. Demon provided the MAC in about 3 min on the phone, with a confirmation email arriving as the cust. srv. rep. was reading out the code. Very well handled. I was cancelling not from poor service but becuase the company had shut down and didnt need a business class services anymore.
Barry Kew(10/06/2008 19:36:27)
 THIS IS FROM DEMON. In order to obtain a MAC key, please contact our Cancellation team to discuss the cancellation. As per the terms & Conditions of your service, you will need to provide 30 days notification of the date you wish to have your service cancelled. Our Cancellation team can be contacted between the hours of 9.00am - 5.30pm, Monday to Friday on 0800 027 9190.