How to get MAC code from PlusNet

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Tips & Experience from other PlusNet users

Heidi Carsboult(15/09/2011 22:18:23)
 I have been trying to get plusnet to remove their tags off my line since July. I exchanged houses and Plusnet did not cancel the phoneline and broadband for the previous tennant. They insisted I had to have an account with them in order for it to be cancelled. Orange have tried 3 times to put my line on and Plusnet snatch the line back. They have forced me to have a contract I did not ask for and keep saying I asked for it. They keep saying I have internet but it does not work and try buttering me up with free this and free that. I dont want free anything from them! I am sick of asking them to cancel everything. They now say I have to pay them £90 cancellation fee. They have also charged me for phone and broadband which I have not had. I have reported them to Ofcom and am now seeking legal advice as I work form home and without email my job is at risk. (Currently using a very slow dongle which is costing a fortune!) I would not advice anyone to use Plusnet. They are a joke!!
plusnet user(12/08/2011 04:09:54)
 I had to request 5 times in total to get a Mac code, plusnet never gave me a Mac code, until I told them that I was going to ofcom
alyn(09/06/2011 18:19:08)
 plusnet say that i have to wait 5days before the mac is genarated
Verity Ogilvy(02/06/2011 10:46:59)
 Just called Plusnet and they pushed hard to persuade me to stay - I had to insist quite forceably that I didn't want to discuss it and just needed the MAC code. It was an unpleasant experience. Then I'm told it will take 5 working days to generate. Sky told me they should just give me it over the phone? Who is correct? Verity
landman(22/04/2011 20:33:09)
 i also found that trying to get a mac code from plusnet is like banging your head against a brick wall also because of a fault/upgrade to ADSL+2 on my line plusnet said if i wanted a mac code they would not be able to repair the fault. Or would have to downgrade me back to ADSL Max, I would stay well clear of this company don't even look at them. Plusnet are technically dumb, customer care stupid and PR obsessed.
iain ross(04/04/2011 18:32:25)
 trying to get a mac code from plusnet is like banging your head against a brick wall also because of a fault on my line plusnet said if i wanted a mac code they would not be able to repair the fault.
nathan pitts(19/02/2011 12:58:05)
 hi i have requested a mac code 2 times over the phone they refused to give it me through email and said it could only be posted. now 2 months have passed and trying for a 3rd time i will let you know how i get on. I think a letter to ofcom should help
Frank(31/12/2010 16:04:39)
 I would say its an awlful service by plusnet...5 working days to get a code. Never dealt with such a bad company for a long time.
Stephen(08/12/2010 12:50:21)
 After some time on hold be prepared for the Spanish Inquisition.. I had to remind them why I had called which was for a migration code full stop - but as they were asking, the reason i was moving to BT is because plusnet are too cheap hence the service provided but also that BT have much better on hold music!.
mark(11/09/2010 13:18:16)
 Phoned for my mac code on 3/9/10 told it would take 4 days.Asked how i would recieve it and they told me i would recieve a email in 5 working days it is now 11/9/10 and no mac code
Tony(02/09/2010 14:23:45)
 PlusNet seem to be great when stuff is working, but completely and utterly useless if stuff isn't. Been arguing with them for a week about them resolving an issue in the exchange that a BT engineer said was their responsibility, yet they keep insisting I should waste my time checking my router etc. Hell, you can HEAR when there is any semblence of a BBand signal on a line and there is none. Requested MAC code and despite me arguing most vociferously that I needed it ASAP they were unhelpful and stuck to "OFCOM rules say we have to take 4 days". Lets see how long they take.
Orson(11/08/2010 03:45:23)
 Phoned on the Friday 6th August requesting MAC code and recieved it via email first thing monday 9th August. Very impressed as this was one working day compared to the four they first told me. Don't know if it helped but I did email them asking why couldn't I get it quicker and in my reply was the MAC code. Also was with Plusnet for four years and never had a problem with their service and only leaving to take advantage of BTs sky sports offer.
PEGEEN(19/07/2010 11:32:29)
 I have tried to contact Plus net on 08451406002 but after several attempts and long waiting periods couldn't get through. Eventually I called their main number and spoke to a helpful gentlemen called Sensihen who said that he would e-mail me the MAC KEY. I then received a call from him saying I had to call the above number. When I told him I hadn't been able to get through that way he said he would get them to phone me. I am now waiting for their call. Not very good is it?
Dee(04/06/2010 14:39:57)
 Have requested my MAC code from plusnet, yesterday, advisor told me that i would not be able to have the code e-mailed to my hotmail address and that i would have to call back in. Called back today, and spoke to a guy who told me that i should receive my MAC by wednesday and if i haven't received it to call back. We wait to see!!!!!
Rob(10/04/2010 14:21:21)
 Plusnet are a real pain. They wouldn't give me a mac code by raising a ticket forcing me to phone them. This I did well over a week ago and I was told I would have a MAC code within 4 working days. Still waiitng.....they say they can't obtain one from their supplier!!! This is a really useless system and I am very disaapointed with Plusnet. Will never use them again.
clare wynn(09/03/2010 13:22:29)
 the number to call is 08451406002
Lynda Johnson(19/01/2010 10:20:31)
 I have tried ringing Plusnet on their Customer Options line 0845 1406002 and their general number 0845 1400200 and after persevering for prolonged periods of time have not yet received a response from a customer services person just automated voices and musac. There does not seem to be an official option to request a MAC Code by email, which surely would be the most efficient way to obtain one? I have now filled in ticket via My Questions waiting for a response.
nathan whalley(18/01/2010 10:33:18)
 I found it very easy to obtain mac code spoke to a chap called Jordan who was friendly and helpfull had my mac code within 3 mins
carol medland(12/01/2010 12:38:32)
 lve been trying to get my mac key for sometime from plusnet one person in plusnet gave me such a nasty reply my daughter called them up she spoke to the same person who had a go at me they said pay the bill of which is over £100 l refused lm not getting my full money worth over the hoildays l was cut of twice from internet lve never had trouble with bt so l hope l can get my key and go bk to bt at least with them l know lm getting the best deal
carol medland(22/12/2009 07:45:18)
 plusnet refused to give me my mac code they were rude to me on the phone my daughter talked to them but they said the same thing they will not give my mac key no matter what
russ foames(23/11/2009 16:37:59)
 phone plusnet 8 times for a mac code iv sent 12 emails and alli get is phone us for mac code i suck on the phone for 24 minutes and gave up in the end as they dont even answer the phone if you go with plusnet you gunna be sorry i recommed orange much better service
Ian(21/11/2009 22:04:37)
 Plusnet or a joke and to greg below. If its a Bt change then its plusnets money as they are now owned by BT, check they site.
Greg(23/10/2009 14:33:29)
 Plus net are demanding an ADSL cancellation fee because I'm moving to cable. This appears to be quite a rip-off as I have been with them for several years and had to pay them to get connected in the first place. They insist that this is a BT charge - 'not our fault guv!' If I wasn't already leaving them their attitude would make me do so now!
Teddy(13/07/2009 04:25:29)
 Phoned my request on 10th July. Was told it would take, at least, 4 working days. Let's see if it does!!
Louise(30/06/2009 16:38:20)
 It now takes up to four days for PlusNet to issue a MAC. Not acceptable!
Mark Eagles(02/06/2009 14:22:46)
 Plusnet wanted me to pay £29.99 for defered hardware , 1 months subscription £19.99 (Pro) £52 for a domain i have with them , costing over £100 before they would give me the MAC , i'm not aware that ISP could do this , i was under the impression they had to give you a MAC code withing 5 days no matter what , Plusnet would not give me the MAC untill they have debited this amount from my card . Mark Eaglesd Also i canceled a migraton to them on my other land line and they failed to remove the provisioning as well , ending up with my line being migrated to thm with no account and no internet .
Matt(26/05/2009 08:07:56)
 I joined plusnet and had such a bad time connecting to thier service that I cancelled on the 7th day. They gave me a Mac code on the 5th day but still tried to charge me the best part of £400 for service cancellation. It clearly states in the terms and conditions if you cancel in 7 days and havent used the service you will be charged nothing. Needless to say, I stopped the direct debit coming out and won't be paying the fee.
Shanta Varsani(24/04/2009 08:26:43)
 Not very good, took over a week to get the mac code as the first time it supposedly failed
Alan(17/12/2008 10:38:38)
 No problems, had my code within 15 minutes, guy on the phone was very efficient.
Kee(05/11/2008 18:37:55)
 Must admit i was impressed. I called up, had to wait on hold for 5 mins, but once i got through the guy gave me my MAC straight away. Very courteous, if only their Broadband service was as good!
IANM(16/08/2008 11:07:42)
 plus net are stateing that like my new MAC key B.T are producing many invalid keys, Ihope that it will not mean i have to wait 30 days for the invalid key to expire, before i get a new 2nd new MAC key... argggg
Rich Bradshaw(30/05/2008 12:27:06)
 I asked for my MAC code using their members area. Log in and go to 'Help and Support' -> 'Help Assistant' -> 'Account Management (underneath Customer Services and Billing)' -> 'Request a MAC Key (Moving To Another Broadband Provider)'. Tuesday 27th May @ 15:23. I asked for my MAC key within here, which generates a new entry within the 'My Questions' area on their members area website. One of their CSC Analysts tried to call and left a voicemail later that day. I replied using the 'My Questions' section rather than phoning back explaining why I wanted to leave and again, requested my MAC code. My last note read "Hi, could you please give me an indication of when you will be giving me my MAC code please. I can write to you by signed delivery if you'd prefer and send a copy to my solicitor if that is what it will take." Thursday 29th May @ 18:22. I now have my MAC code and am ready to leave. Not too bad. I was expecting worse to be honest.
MarkH(25/05/2008 19:34:41)
 Send them a request using their normally very reliable SUBMIT A TICKET system 4 working days ago. Just called them and surprise surprise, they have no record of it. After asking me to stay with them, the operator said he would raise one and send it to me within an hour!
Carol Nayor(27/03/2008 19:27:27)
 I requested a MAC key from Plusnet on 17th March. They still have not provided it and are saying it is due to unforeseen errors. Funnily enough this months direct debit is due on 28th March. Whats going on?? Regards Carol