It's difficult to work out what Supanet think they are doing, but it certainly stinks! They are giving '2 fingers' to the Ofcom code of conduct; on Wed 14th Feb they claimed that it didn't apply to them, by Monday last they'd decided that perhaps it did, but they would only give a MAC number for £50.

Apart from the charge, they are in breach in the following ways:-
*They dont say on their site what the procedure is to obtain a MAC code
*If you find your way to the phone number they won''t say how it is that they are able to ask for £50
*If you ask for written reasons they refer you to another number
*And 5 days plus after my original request there has been no response at all

In addition they won't reply to any e-mail to their 'customer services' / accounts people.

The Technical support people don't reply for days, then come back with something that ignores what you've told them.

It's apparently the case that a dissatisfied customer tells, on average, 12 other people. I wonder how much Goodwill Supanet must be losing by this deliberately obstructive approach to dealing with customers. Maybe they could have tried dealing with my technical issue; I'd not now be determined to get shot of them at any price.

Jim

Hi John

That's the risk you take when changing provider. My number one tip is always try to get a better deal from your existing provider. Unlike other sites our main message is the best deals are with existing providers.

It might be safe to stay with Supanet but at the same time the way they've handled your case is a little bit poor.

Cheers

Jason

hi,
when i asked for the mac code it was before the new rules had come in i have not been bullied because they were willing to free my line up within seven days or i would have been more determined to leave regards john

hi, Jason
the thing is when i started down this road it was to see if i could get a mac code i have had good service over the years with supanet when i have needed advice they have been there and with 0800 numbers what it has learnt me when i have looked at other forums regarding broadband they are a lot better than some i have read about, so i could be jumping out of the frying pan into the fire if i switch regards john

It would make me even more determined to move. Rogues.Shan't consider them now either.

This is still very dodgy, as I said to you it is now illegal for providers to withold MAC codes end of story. The fact that they are doing this and effectively flaunting the regulation is very galling.

I would go with what feels best for you John but please notify Ofcom of what Supanet are also doing as well.

Jason

It's till not a very good way to do business, though, is it?

I mean, I agree about 'the devil you know' and all that, and also about minimising hassle and getting the best deal. but you have essentially been bullied into this situation by poor business practice, surely?

I would still report their attempt to charge you, but, then, I am a bit gung-ho about such things!!

Cat

hi, Jason.
i contacted supanet today they have told me that although they will not give a mac code they will free the tag on the line within 7 days at no extra cost, thyey have also offered me a better deal for the same price and i am thinking of taking it up because i have had no trouble with the service i have received from them. reading some comments from different providors it might be best to stick with the devil you no. regards john.

My guess would be not.

When regulations are brought out, any attempt to frustrate their intent, no matter by what means, is usually considered an attempt to avoid them.

Cat

Hi Rob

Please do keep persisting, I'm not entirely sure whether Supanet's £50 admin charge is actually legally allowed.

Have you reported this to Ofcom as well?

Cheers

Jason

I am alo with Supanet and I phoned them today asking for a mac code but was told that they do not use them and if I wanted one I would have to pay 50 pounds administration fee.

I have email them requesting a mac code within 5 working days, mentioning ofcoms new rulings.

I had previously been trying to get through to their cancellations department to no avail, I was once in a queue for 2 hours 15 minutes but gave up in the end (good job it was a 0800 number).

I will let you know what reply I get from them.

Cheers
Rob

Yes that's right, as of today, Supanet must issue you with a MAC code free of charge.

If they don't my advice is to send a complaint to Ofcom and Otelo and CC Supanet at the same time.

Let me know how you get on?

Cheers

Jason

More information can be found here: http://forum.moneysupermarket.com/forums/thread/9665.aspx

jonmerc:hi, jason , contacted supanet who is my internet provider today and they insist that i still have to pay for a mac code because they do not provide them, told them that ofcom had made this ruling they said that they are not signed up to anyone so i will have to pay. regards john

The new OFCOM rules come into play tomorrow (14th Feb) so you should try again tomorrow.

Hi jonmerc,
I have never heard of this before, your last ISP, if you had one, is probably hanging on to your Mac Code like Talk Talk, did to me I had no idea they had done this until another provider, had suggested this could have happened or there was a marker on my line,and they could not put me on to there service. No one should charge you for a Mat Code unless this something new, get hold of Ofcom and disguss it with them. They will sort this out for you.