I wanted to leave my existing supernet provider (supernet) I have been with them for 6 years now but when leaving they want £50 for the MAC code. It should be provided FREE to give to my next provider.
It now looks like I will have to wait 1 month for them to disconnect me and for the line to come free before I am able to sign up to a new provider and that means that I will be without broadband for about 2 - 3 weeks it just not good enough?
Does anyone know if I can report them for charging?

mac codes are free and must be provided within 5 days of requesting it. complaints can be made to ofcom. visit their website at ofcom.org.uk to complain. companies can be find 10% of annual income for this! hope this helps

Is the £50 a charge for ending your contract before the agreed term, rather than for the MAC code itself?

Just a note to say that, to my surprise, Supanet have provided me with a MAC Code free of charge. Now I am not sure whether this is standard policy or whether my moaning finally got something done, but on the evening that my Supanet service was due to terminate (cancelled 28 days ago and was expecting to have to wait 4-6 weeks for new company to set up) Supanet provided me with a MAC Code. I was rang out of the blue and told that "it was my lucky day" and that I would be provided a MAC Code free of charge. Once I got over the shock, I took down the MAC Code and I was also offered an additional months service at a reduced rate, in order that I will not lose coverage whilst transferring services. Cancellation date is now 27 March and I should be able to transfer with minimal distruption (touch wood).
Just thought that as I have previously voiced my annoyance at Supanet's behaviour, I should also let people know when they also act in a reasonable way

It's £50 for the MAC code I have been with Supenet for 6 years under a 12 month comtract. If this is how they treat long term customers then I dont want to be a customer within a 12 month contract! From Feruary 14th it is now law that they give out the MAC code for FREE.

any luck getting the mac code yet? i would suggest phoning supanet and telling them you will contact ofcom if they do not issue you with a mac code free of charge, should get things moving for you otherwise i would go to ofcom and complain!

A result. After phoning supanet 9 times and being passed around to different departments, as of 12:45 pm today I was given my MAC code over the phone!
I did NOT have to pay them a penny and it was instant not having to wait 5 days for it.
For those who need their MAC code from supanet ring this number 0800 9158186 its the billing department and they are the only one's who can generate the MAC code and give it to you over the phone there and then.
Hope this information HELPS others and thanks to all who replied to this listing.

Hi llewew2

This is really useful info - thanks very much, good to see you got your MAC code without too much hassle.

Jason

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Jason Lloyd

moneysupermarket.com