How to get MAC code from Virgin ADSL

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Tips & Experience from other Virgin ADSL users

Clark(24/07/2010 14:46:40)
 Just called Virgin, apparently you don't need a MAC Code if you are switching to Sky and taking Sky Talk(Line Rental) and Broadband as the "Refresh the line" and requesting a MAC Code can actually cause problems. Contact Sky who confirmed this.
Gordon(19/07/2010 10:30:20)
 I needed a MAC code to enable Skyhook to register the correct location of my Router so that my iPhone GPS would give the correct location. A better excuse to use than changing service providers.
Charles Fisher(19/06/2010 11:18:08)
 Not good. Requested MAC on 9th June, was given hard sell but promised MAC within 5 days. 10 days have passed and it is still not here. Rang up to chase today 19th June. Rude helldesk person put me on hold for 20 minutes until call was picked up by helpful girl. Promised MAC in 5 working days. Presume this is a ploy to obtain an extra month's billing.
nigel(01/05/2010 15:19:12)
 Virgin disconnections are on 0845 454 2222 option 4. very helpful and quick responce, surprised from what I've heard!!
Donna Jefferies(28/04/2010 20:06:37)
 Terrible customer service, flatly refusing to assist me in gaining my MAC code so I can change ISP after being on the phone to them for 40 minutes, don't go with these cowboys, Branson should be ashamed of his underhand buisness practises.
Daniel Benjamin(08/04/2010 19:57:03)
 I contacted Virgin last Monday 29/03/2010 for my MAC code to ring up today 08/04/2010 to be told it hadn't been done, so got to wait another 5 days. Not impressed
David(10/03/2010 20:22:42)
 After reading comments about obtaining MAC from Virgin, it was with some trepidation that I made a call to 0845 4542222. I asked for a MAC code and said I was thinking of changing server. Was offered a reduction in subscription if we decided to stay with them. They said it would take about 4 days to send the code by email. Surprise, surprise - it arrived within an hour!! If only my broadband was as speedy as that reply.
John(26/02/2010 01:09:42)
 Had been a loyal virgin customer for 5 yrs. Fault with the broadband they couldn't repair and just passed from pillar to post. 2 weeks later no repair. Requested MAC code, so they stopped the service and cancelled the virgin email accounts immediately and gave me a MAC that I have been told is incorrect, Virgin say it's correct. Now stuck with no broadband. Shame on you virgin - never again.
E. G. (22/02/2010 19:19:19)
 I had ordered broadband from Virgin mid Nov. January came, still no broadband, I don't know what the problem exactly was, but they would not notify me what was happening and I always had to call since the day they said it would be activated (early Dec) until well deep in January. They would get me through loops of expensive phonecalls, often ending up with the same person I already spoke to, twice!! [speaking of organization!!] I managed to cancel my order (the lady said I would have to pay all my contract to do that, but I mentioned the law and that I wouldn't have to pay cuz it's them who didn't honor the contract first! i had to mention involving my lawyer, when she said "ok, i will make sure your order is canceled without you paying any extra charges! - in the meantime, I was charged about 70 pounds without receiving any broadband!! She said I could ask for my MAC 48 h later) Then I signed up with BT who normally dont require a MAC from virgin, but in my case (still a mystery to me!) they did. So I called to require my MAC, the man said warned me I won't be getting speedy internet from BT like Virgin can offer (!) and gave it to me. It was WRONG, could not be validated by BT engineers, they called at my precence Virgin who gave again the same invalid MAC. I called them again this morning, they said they would issue a new one, and that i should call them back in 5 h, I did, but I was put on hold for a loooong time with that lousy music and still haven't got my MAC yet...i'm very frustrated, my biggest mistake was ordering from Virgin in the first place!!
rabobs(15/12/2009 19:07:39)
 My broadband was supposed to be up by 27th of November, but hasn't yet today being Dec. 15th. I called to request my Macode and they are telling me that i'll have to pay £120 termination fee. Pls what is wrong with Virgin?
Andrew cockcroft(09/11/2009 18:05:58)
 Virgin will not answer my emails and cannot reach by tel as they will not pick tried 6 times
Paul(03/11/2009 21:09:52)
 AVOID virgin media ADSL services like the plague!! After having BT line engineers check the phone line it was discovered that virgin were not offering me the 8mbit they had promised and barely managed 2mbit! They then also capped me for using my internet too much on a week I wasn't even in the house the wireless is secure and computers programmed into the router will work. Their excuses for this were too much Iplayer and that we should use it off peak (midnight-1600) When i explained that i would be at work/asleep during these hours and that this was not possible they were dumfounded. Utterly awful i am moving to orange or AOL as they have their own equipment in my exchange.
Insum(03/11/2009 18:53:29)
 I phoned up for my mac address and was told it would be in my email the following week. Two weeks later its still not in my email.
Louis Jenvey(02/11/2009 12:05:24)
 Said i had to wait for router, wouldn't give me MAC Code. Found out they were legally required to and called back and will threaten to report to ofcom
will(27/10/2009 20:11:58)
 A word of advice, steer clear of Virgin, sign up for Plusnet and save yourself a headache. Virgin provide awful, painful, infuriating & downright dishonest customer service. Originally we were promised we'd get broadband in 7-10 days. It actually took about 3 weeks to arrive. We 'phoned customer services several times, each time were put on hold between 15-25 minutes while annoying music looped endlessly down the telephone receiver until we got to speak to someone in a call center in Bombay or Glasgow... We decided to switch to Plusnet as they seem to offer a better deal and we've only had Virgin broadband for 3 days, but the annoying (and frankly, rather rude) woman at Virgin offered no apology, wouldn't give us a MAC code and threatened us with cancellation charges, saying it was in their terms and conditions (which are near impossible to find) that the 7-day cooling-off period applies from the date you apply, not from the date you actually receive broadband! Which is not what we were told when we signed up. It's a shame big corporations like this make money by deceit and by ripping people off instead of simply offering good, honest service like in the "good old days".
James(27/08/2009 18:56:30)
 Had a technical fault so phoned up to request a mac code. They tried to sort the fault out but once it became clear they didnt have the capability the guy gave me the mac code over the phone.
ChrisB(07/08/2009 09:49:29)
 I have experienced 5 very happy years with VirginMedia and if my new house had cable TV, I would continue to use them. However, I am switching provider and needed my MAC Code, the customer service team actually gave me the TV MAC code, but she realised she wasn't 100% certain of the accuracy of the information so put me through to the overseas call centre where Veejay was able to give me the correct code. I was on hold for about 15 minutes, but it was free and the hold music was good, so no real problems there. Overall I am satisfied with the service, I would echo many others statements though regarding the password, when you create your password, make sure you remember it!!!
Gaz(02/08/2009 03:40:53)
 The lady I spoke to was very pleasant and helpful its just a shame the technical department wasn't the same as they are the reason why i'm leaving. Excuse after excuse even cutting me off during their online chat system saying all was okay when nothing was done. The customer service lady even rung the technical (i say that loosley) department after I explained the upload speed fault and my high gaming latency. Technical department came back with I should go cable as ADSL is a poor method of Broadband for gaming; what a 'fob' off. I used to work for VM so know fully well some areas are good whilst bad eggs still exist. Its a shame because what they teach is completely the opposite to the nightmare stories you read about. Anyway i'm leaving them for PlusNet.
Az(17/07/2009 21:46:21)
 The worst customer service I have ever experinced so far. It's one of two: they either do not know what they are doing (not organized, careless, unexperienced, had a couple of rude ones, as well). I always felt myself as a football being kicked from one to another. Broadband activation took 7 days which was alright, thanks for that. DL Speed is not good (I had been getting 4.5-5.5 megs, but with Virgin less than a half meg sometimes). Customer Service (CS) needs to improve a lot. Same day in the morning a friend of mine rang 08454542222 to find out the MAC code, he explained that he needs the code to switch over to another ISP, and he was told that they don't keep it there and that it's on the router. Ridiculous!I am sure we could have solved other problems, but CS finished me off. I was hanging for an hour on the phone same as day before, listening to music, to get through to the right person, being 'kicked about' by four before the last one. Even though the first one understood what I wanted, as did the other four. So, I reached the right person but was told that it would take two days to get MAC code, as it was Friday evening. Can't wait till Monday to get it. I have been recording all conversations I made with them, of course let them know about it. I told the lady on the phone that I was not going to pay for the calls I made to VirginMedia. She surprisingly answered that I would have to pay for calls I make from my line. I insisted that I would not. Let's see what is going to happen next.
Adam Howard(08/07/2009 11:50:35)
 Had Virgin Broadband a few years now. Pleased with service. About a few weeks ago adsl light on speed touch modem started flashing. Other light is on. Can make calls on line fine, just not use broadband. Called Virgin but they've assured me all is fine. Called line provider Post Office yet again who assure me the line is fine and problem lies with ISP or equip. Have tried changing filter. Have moved modem to filter direct to main phone line. Disconnected all else, still adsl light flashing. Toying with changing so new provider can sort out if there's a problem with the adsl line feed. Hence request for Mac code.
Samuel Cooper(18/06/2009 15:49:52)
 I have need to use a MAC code and I am rather hesitant in asking Virgin Media because of a series of problems experienced and exchanges of troubles explained and solutions promised.
Carl(20/05/2009 13:15:24)
 Three calls to request MAC code eventually told it would be emailed. Email contained disconnection order for BT. When I queried this with virgin I was told not to worry MAC code would be issued shortly. Low and behold MAC code was never issued and service has now been diconnected and I will not be connected for the next week. What appaling service and blatent disregard of the OFCOM procedures
Nick(28/04/2009 21:15:39)
 Already had my MAC code, so need to chase Virgin. Changing from Virgin due to v poor customer service. 2Mbs serive running at 25Kbs to 250Mbs due to faulty modem. Only advice after 4 calls to help-line was turn modem off and on. After cancelling Virgin and signing up to O2, Virgin finally started to offer better deals and repairs. Service awful until Virgin realised they were losing a customer.
Dan(09/04/2009 16:37:24)
 Called virgin to request a MAC code to change to SKY. After all the Blar, Blar, Blar slagging sky off, the guy offered me my current package for half price £7.99 for 8Mbs eve & w/end calls for 12 months. When I mentioned I may take the sky phone line he said that Virgin in a couple of months are starting phone line packages, therefore offered me my usual package for £4.99 next 2 months then can review my package in 2 months. So I seem happy at the moment, save a tenner for 2 months and then see from there. :-)
jay(26/03/2009 09:06:34)
 Rang 0845 4542222 to get MAC code, tried to get me onto one of their other packages which i refused then finally said they would send me MAC code via email which i received a couple of hours later, reading general comments i would agree they dont like to give you your MAC code if they can help it !
Lawrence(13/03/2009 20:39:56)
 Getting the MAC code from virgin was very easy, i actually sent them a email asking for a MAC code. They responding a few days later and said they were dealing with my request. Within 5 days i had my MAC code sent to my email address. The migration happened today 13/03/2009, very smooth process.
Dan(01/03/2009 09:59:03)
 I phoned the number supplied here to get my MAC code (0845 045 0709) only to be told by Virgin media the number had changed & to dial 150!! Judging from the comments on here Virgin obviously don't like supplying mac codes! Do the authorities on this matter have any teeth??? MMMEEEOOOWW! Me thinks not & this website a waste of space!
Dave(23/02/2009 15:52:49)
 3 days no problem. leaving because only getting 488kbps. They say I'm recieving 3mb but that is wishfull thinking on their behalf.Dave
Andrew(19/02/2009 17:56:40)
 ** The number is changed to 0845 454 1111 for cable or 0845 045 0709 (option 4) for ADSL ** Of course, would not speak to me without password confirmation - which I do not have a note of. Now have to wait a week for password to be sent in post to me. Do they really think someone broke into my house, used my home phone to illicitly request a broadband MAC???
cf(10/02/2009 17:53:35)
 phoned severaldays ago eventually got through to a guy who said i had dialled the cable number and transferred me,i hung up after another 15 minutes waiting.Phoned today, almost straight through,very polite and helpful and mac code emailed within a few hours.
Paul(02/02/2009 18:29:26)
 I emailed support@virgin.net requesting my MAC code on a Friday and got it emailed to me the following Tuesday. No problems.
sylvia(21/01/2009 07:45:48)
 tried to get my code from virgin since sunday phoned seven times they will not give it to me told them but could offer me a better service as I cant get cable they told me it was no good why cant they just give it to you they don't give you this much hassle when you join them
Peter Bottomley(18/01/2009 15:40:40)
 Absolutely terrible. Phone support always shuts early so by the time I get home from work or at weekends, or at times that Virgin allow me to go on the internet, they aren't open. When they are, you have to wait for about 30 mins in a queue just to be put through to a department that is closed, and then the whole process starts again. Ridiculous.
david(08/12/2008 12:33:15)
 firstly the phone number above is engaged all the time, phoned virgin on another number, after waiting about 30mins I was told I did not need a mac code and that the new isp were rubbish .
Richard Hones(04/12/2008 15:24:06)
 Cannot get through on Virgin number 0845 045 0709 always engaged !!!
Paul(30/10/2008 13:03:22)
 AWFUL!! I phoned once and they gave me a wrong code. I phoned again last night and they kept me on hold for 2 hours switching me between departments, untill finally they said the department I wanted was closed. It's ridiculous. Waste of time and awful broadband providers.
Andy(22/10/2008 17:45:23)
 8 days so far and 2 phone calls. No MAC. Whats the point of UK law stating 5 days if swindling companies can flout it! I would never ever go back to Virgin.
Mrs. K.Poole(13/10/2008 08:36:20)
 We have been trying to recieve the code for almost one month. Virgin refuse to release it because they claim an issue with the final account. We needed to switch because of desperate service and a problem with their whole service going back more than 2 years. They promised more than 4 times to resolve the issue but never did. Our daughter needs the internet as she is undertaking her A levels. Virgin are the cause and the resolution of this problem if they had actually done what they promised and re-imbursed us as promised for all the failings they caused, we would not have been forced to change our telephone, television and broadband provider.
MIke Brooks(05/10/2008 15:45:55)
 Absolute nightmare spent 1 hour and 40 minutes phoning around to get this sorted out and still isn't resolved. According to ofcom the code starts L with 3 other letters a stream of numbers etc etc. This has not been provided to me and have been told that it will not be provided will be following this up with Ofcom. They would not log my complaint as the numpties said that they had provided it to me this was the ref number off the modem and did not start with the appropriate donminations! I'm gonna have a bit of a fight on my hands for this one. Sressed already! No help from multiple departments at virgin, manager would not speak to me and left me exceptionally angry and bitter.
Howard Thornton(01/10/2008 17:50:23)
 Virgin very unhelpful - I made four calls this morning. The first three left me hanging on their 0845 expensive number for a long time and never came back to me. The fourth time I got someone who told me there was a CEASE on my line and it would be dead tomorrow so I don't need a MAC code. Then I just phoned again and he gave me a lot of hassle and finally said he'd email it to my Virgin ADSL email address in five days, by which time that account will no longer exist.
David king(20/09/2008 22:49:10)
 I had no problem getting Virgin to promise to provide the MAC code, but they would only send to the virgin.net email account. The problem is I cannot get log into my account. Phoned them and they have told me they have fixed it and now on the fourth phone call and fourth try I still cannot get my to my virgin account. This therefore means I still dont have my mac code. So tomorrow will be a long day for me and a long day for them if it does not get fixed.
John Hetherington(17/09/2008 18:51:06)
 Contacting virgin by phone is a frustrating experience to say the least.We rang seven days ago and having experianced great difficulty eventually got through and requested our mac code, we were informed we would receive it within 5 working days; today is the fifth working day, having had a weekend in between. We have had no luck today trying to get through to virgin by phone, I have e-mailed virgin requesting information as to when will we receive the mac code number, as I type this feedback I can confirm virgin has not responded to our request.
Greg Foord(15/09/2008 14:10:49)
 I was told that I would get an email with my MAC code and did not receive it. I phoned up again and got through to someone tht gave me it over the phone. Somehow I feel as though I got out in the nick of time, oh and the ADSL service was utterly useless.
Alan Didlick(05/09/2008 12:20:03)
 Virgin Media had my request for a MAC code 19/07/08. I received this code 28 days later only after making threatening telecalls. After receiving it I now find as of today 05/sept/08 that the code I was given expired after 30 days and I had only two days to sign up to my new provider, which is impossible to do. so as of today I have had to request from Virgin a new code which god alone knows when I will receive it..Virgin should be brought to task over this issue as they seem to be a law unto themslves....
Hannah Lewis(21/08/2008 09:55:07)
 Very unhelpful and quite cheeky on the phone.Tried to put me off then said would email MAC code only although I don't have access to the virgin email service anymore.Said I would have to ring up again in 7 days!
Julian(12/08/2008 18:38:42)
 I am still waiting after two weeks !! All because I moved home since the 27/6/08 and not been able to use my broadband service. After several calls to Virgin Customer service I did not get any responce, feedback, explanation or apologoies. Had to fork out money using dial. And all I want is my MAC code so I can find a ISP who has a better service.
Mrs L Chapman(12/08/2008 10:36:37)
 Very pleasant and asked why changing but they could not compete with O2. Would have stayed with them if price was comparable.
Ian(02/08/2008 15:29:50)
 The guy at the other end was great. Didn't offer anything to keep me, just said I'd get my MAC code by e-mail within the next 5 days.
Steve(17/07/2008 14:21:48)
 I initially called Virgin to get a MAC code and was told they would email it to me in 5 days. After 3 days, I filled in an online form (from the Contact Us option in the Customer Zone) and was sent one within an hour.
Graham J(03/07/2008 09:11:13)
 I typed my phone number into the form on Virgin's site to get the number for the cancellation line. On ringing it I got a message telling me they now had one number for all their services and I got a menu asking me what I wanted to do. So what was the point of making me jump through a hoop to get a cancellation number that is nothing special? The agent asked me why I was leaving and I explained it was because they didn't seem to be that interested in ADSL customers, especially ones who didn't take their phone service, and I could now get eight times the speed for half the price (three years ago they were pretty competitive on speed and price, and more importantly they could provide a service which Tiscali and Tesco couldn't). Anyway apparently my MAC code (a tautology surely?) will be e-mailed to me and I don't need to do anything more to cancel if the code is used. I queried this as I have heard of Virgin.net continuing to bill if they haven't been specifically been asked to cancel, even though they no longer provide the service, but I was assured that if the code was used that was the end of it. We shall see...
Ben(17/06/2008 17:24:09)
 No problems- they asked why I wanted to move, so I told them mainly for the reasons of speed. They told me they'd process my MAC request order and I got confirmation of that by email within a couple of hours. The next day my migration code arrived in my inbox- not used it yet as I don't want to lose my email account for a couple of days yet- but plan to migrate over soon.
Richard Mingay(07/06/2008 12:40:38)
 a nightmare! until i found your site with the correct number. Trying various numbers was hopeless and after wrong advice, irrelevant questions, language barriers and no help, gave up, only to find your site. Glad to be leaving them after this. when a customer, had 8 years of no problems but they could not compete with new BT broadband Anywhere and Vision. Thanks
Simon Gillings(27/05/2008 16:56:59)
 Very helpful, polite and efficient. If it wasn't for the fact I have not got and don't really want a cable connection, I would have stayed with Virgin. Thank you for your efforts and service
Sheree Taylor(13/05/2008 17:34:05)
 I have now been waiting 5 days for my MAC code and it seems I will have to wait another two WHY?
Richard(07/05/2008 08:58:18)
 They offered me packages but wouldn`t match Tiscali!! They didn`t try.