Hi lisa01,

You say that you applied for a MAC from Tiscali at the end of January.
normally - MAC's only last for 30 days.

Are you still connected to broadband with Tiscali ? - That is a MAC is a migration authority code - and it does what it says on the tin - it allows you to migrate from one supplier to another - and - as far as I am aware - this process doesn't in "essence" involve bt in this case - that you are migrating from Tiscali to Sky.
I do not therefore see how Tiscali can say that "bt" have put a "hold" on your line.
I would ask them precisely what they mean by this


also - have you read the posts on this forum regarding sky ?? - see "sky broadband - has anyone got it yet"
Are you aware of some of the issues regarding being tied to their end user equipment etc ??
Are you aware of other issues as reported on these forums ???

REgards

Eric-isp

i phoned tiscali at the end of january and they give me my mac code straight away but i'm still not connected to sky broadband because tiscali says that bt have put a hold on my phone line.. I've phoned bt and they said they cannot discuss it with me... im getting really mad

Just a note to all readers:

From the 14th Feb 2007, it will be a compulsory (OFCOM requirement) for all ISP's to give MAC codes , regardless of the situation regarding invoicing etc.

Regards

Eric ISP.


(ISP in the Midlands)

Whey hey I've finally managed to receive my Mac code not once but 3 times by e-mail... MY advise to Tiscali customers who are trying to move away is persevere you will get what you want eventually, although to get my end result I not only wrote a full letter of complaint last night to Tiscali advising them that I had lodged a formal complaint with ofcom. I also advised watch dog of the problems I was experiencing and what a surprise I called this morning to be told my problems were ongoing but by this afternoon after all official complaints had been lodged and looked at, miracles happen I now find the problems they had with my line have now been resolved ... am sure this was not just co-incidence. Two Hours after this last call my Mac code was sent to my e-mail address to which i have swiftly given this to my new provider given that they are only valid for 30 days they now have plenty of time to seitch me over.

Well remarked Snowhound, I think you've found the right way to approach providers to get what you want, be nice but target the right people.

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Jason Lloyd


moneysupermarket.com

Update..........it looks like I'm freeeeee.

At lunchtime, I sent off an email to the Chief Exec and Head of Cust Services with a letter of complaint attached. Using the firstname.lastname AT uk.tiscali.com format and their names are on Tiscali's website. I also mentioned the fact that I have also sent a copy to OFCOM and ISPA.
Later that afternoon, I had an email from a Joanne Davis-Head of Complaints (a very busy woman....) saying that she was personally dealing with it, had contacted the relevant Depts and what phone number could she use to contact me tomorrow.
However 2 hours earlier I had tried BT Wholesale yet again, more out of hope than expectation, to be told that my cease order HAD come through earlier that day and will be actioned by 30 Jan!!

Co-incidence?? I think not. Particularly as some customer service centre drone had told me earlier that morning that there had been a problem with my earlier tag release request (on 12 Jan) and that it would have to be repeated, wait another 10-14 days, blah, blah blah....

So, it looks like I'm free!! All I can say is forget about the people at the bottom of the food chain and go for the Big Fish at the top if you want to get anything done. Also get names, reference numbers, dates/times of calls etc. And be nice-don't wind up the jailer when they're the ones with the keys.

Good luck.

Hi again Jason

Everything you said makes sense. I've got a mate who works for BT on the broadband side of things and he is pretty much in agreement with you!

I've been doing a bit of research (the internet is FULL of people tearing their hair out for the same reason as me!) and am wondering if a MAC from Tiscali is the solution to the problem. According to BT et al, I can't change provider because Tiscali has left a marker on my line. How would a MAC code solve this problem? If they gave me one, I'm still stuck with their kit attached to me phone line and BT basically tell me that they can't touch it without a cease request, which Tiscali are stalling on. And until Tiscali's kit is out of the exchange, I can't do anything-MAC or no MAC!!!!

I'm losing the will to live....!

Snowhound

BT can clear the tag on the line as a last resort, (especially if the ISP is hostile in that they won't respond to you) but the person was right in that legally in their capacity as BT Openreach they work for the providers and not the consumers. It's always best to keep a dialogue going with your ISP rather than see them go hostile.

This is especially true for LLU, they can't touch the LLU equipment without permission from the provider, if you were still on BT's wholesale network this would be a different story and they could switch you across quickly.

The moral of the story is be very careful when choosing a whizzy LLU product because once you're on their network it won't be as easy to get off again.

Cheers

Jason

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Jason Lloyd


moneysupermarket.com

Update.

After faffing around over Xmas/New Year, I've decided to get my change happening.

I'm switching from Tiscali and it has been a real pain getting them to remove their markers from my phone line. And MAC code??...don't even go there!
Apparently, BT can't touch them before Tiscali puts through the request, and my new ISP can't do anything until they are removed.

However glimmers of hope....I have been assured that their line release dept will give a formal request to BT to get it done-I even have a reference number to quote in future!! And I got someone's name to chase up if it doesn't happen within 10-12 days.

BTW I found BT Wholesale very helpful. 0800 169 9576. They seem to be geting used to being piggy in the middle!

Watch this space....

PS Jason-I've just re-read your last answer where you said that BT could clear the line for you if Tiscali won't. BT Wholesale were categorical in that they were not legaly allowed to touch Tiscali's kit without their request. Even if I wanted to switch to BT. Could you confirm?

Personally, lack of BB at home is not too much hassle because I can use work's. But the whole system is like the Wild West; different companies doing whatever they want-seems an utter shambles and OFCOM seem to be completely AWOL.

omg thank god someone else is suffering from tiscali and theri mac issue unfortunately some of pipex homecalls cus are backed by tiscali and are having frightful problems trying to get a mac ......it's not the agents or pipex homecall they are not to blame other then for their ill educated decision to use tiscali as on of their backers

In actual fact the comment about Talk Talk's landline package is correct - they use what's known as Carrier Pre Select to provide the phone part of their package which is provided by BT Wholesale. However the broadband part of the package is LLU, (in other words it's their own equipment installed in the telephone exchange) so in effect the broadband service comes from a completely different system to the phone service.

The simple answer to your question is yes you can get BT to clear the line and then all you need to do is get your new ISP to switch you across to theirs. NB: You will be without broadband for a few weeks though.

Cheers

Jason

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Jason Lloyd


moneysupermarket.com

Hi all,

After a number of happy years with Tiscali-no honest, no complaints!!-I've decided to switch to the TalkTalk package. Out of the frying pan and into the fire perhaps, but I've got some local friends who say their TT connection is good, so I've gone for it.

Like others, I've had no luck whatsoever from Tiscali in getting a MAC code. I got the same rubbish about not being able to give out codes for their LLU networks, so I've asked them to just clear the line-I can survive a couple of weeks without Broadband.
(They also claimed that their Broadband does not work if you just use TT as a landline supplier...??)

However, reading through the forum, it seems that Tiscali sometimes even fail to do this as agreed! So my question is...if I get no luck from Tiscali, can I contact BT to get them to clear the line instead. Tiscali say cancellation order will go through by 7th Dec, then it's 10-14 days before the line is cleared.

Cheers

Hi Pryderi

If your ISP is hostile as in they won't give you a MAC code, your only option is to ask BT to switch off the ADSL connection and then ask them to reconnect to a new supplier when you've found one.

This could well mean weeks without any broadband service until BT get round reconnecting you to a new one. This is a torturous way of doing this but at present it's the only alternative to what you face now.

My advice is to keep persisting a bit more with Tiscali and make sure you highlight that as members of the MAC code scheme they have agreed to a code of conduct which says they will issue a MAC code to you within 5 working days.

Try this number and keep plugging away - Tiscali - 0845 077 4488 Option 1

Good luck

Jason Lloyd

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Jason Lloyd


moneysupermarket.com

Hi,

Have a look at:

http://www.net4nowtforum.co.uk/showthread.php?t=18676

Note:

alhough, as you will also see from my other posts, That I run an ISP business, I am not the contributor of the thread I have provided
a link to above.

I hope this helps


Regards

Eric-isp

jason, I have tried to obtain my mac code from Tiscali, but they are not forthcoming and don't even reply to my e mails. When i phone they conjure up yet another excuse. what can i do to change my iSP without a mac code.