Have just started getting problems with Tiscali after changing to the Post Office. Next step BBC Watchdog.

I requested a MAC from BT's Customer Options team on Nov 6th and was told they would email it to me within 5 working days (in line with the code of conduct). During follow-up calls on the 18th, 20th and 25th - all polite and helpful, but ultimately ineffective - I was assured action would be taken within 48 hours, but I never received so much as a call or email back.

I emailed the High Level Escalation complaints team (hleteam AT bt.com) on Dec 1st, received an automated response promising they would get back to me within two working days - again, nothing.

It's bad enough when BT don't do anything, but when they promise to get back to you and then don't, that's even worse.

Finally, today (Dec 11th), in total exasperation I emailed BT's chief exec (ian.livingston AT bt.com) directly at 8.58am, politely summarising the various communications I had made, and expressing my disappointment at the lack of any positive outcome or even feedback. I received an email response at 9.01am, a call from his PA at 9.30am, and a MAC by email and accompanying phone call by 11am. (Apparently the MAC had been generated four weeks ago, but never sent to me - go figure.)

Two hours from my email to resolution - after five weeks of frustration.

Hopefully that is now the end of it. Funny how quickly things can happen when you cut out the middle man!

Have been with AOL since 1998. During the past year the broadband speeds have dramatically fallen, sometimes to the dial up equivalent. The help service is as good as non existant, have tried phoning and emails, just ended up feeling frustrated with their whole system. Requested MAC code, their email replied advising that as I was in contract they would not give me the code until buy out of contract has been paid, at this point I had not asked to leave as such. In addition they required my new ISP company and reason for leaving. I emailed ot tell them they were obliged by law to provide a MAC code without conditions, their reply to this was to give me the technical help page web link possibly because the recipient didn't understand what I was saying, who knows. After not having recieved code within 5 days phoned Offcom and hey presto AOL emailed me within hours to advise I was in the loop and MAC was being generated. There are so many similar stories on the net it is clear that the company is either being run by incompetant people or the directors are laughing as we are giving them money for nothing; both I would suspect

This email was sent to Pipex in September 2008

Brief summary of your experience/query:

"I was given a MAC Code on 17/06/08 which I used on 28/06/08 well within the month expiring date to transfer over to Tiscali. I received my wireless modem from Tiscali 10/07/08, however I was informed by credit control AGAIN that I owed £23.44 for the month of July. When I explained the above situation it eventually went down to £5.46 for the period of 10/07/08 to 17/07/08, funny enough the 2 dates that involved me receiving my wireless modem from Tiscali & the expiring date of my MAC Code. I have few questions that need to be clarified:

1. Why am I paying for 7 days in July if I was with Tiscali at before July (28/06/08)?
2. Why did Pipex Credit control tell me my MAC Code had expired when actually it was used before the expiring date?
3. Since I have used my Mac Code to transfer to Tiscali where is my confirmation letter that I have terminated my contract with Pipex?
I have checked my obligation has a transferring customer from one ISP to another & I have done everything correctly & accordingly. So please explain to me where the new payment of £5.46 arrives from taking into account the above information I have provided?

As you can see from the above email I shouldn’t pay the £5.46 but the only reason why I’m willing to pay £5.46 is to stop your customer service harassing me by phone (last phone call 23/09/08) & to finally terminate my contract with PIPEX & to remove my account from your files.
By your company cashing this cheque will be proof that you have received this letter".

Letters have gone backwards & forth since that email, I now have recieved a letter from Credit Commercial Services (04.03.09) threatening court action of approx £160.89 if I don't pay £80.36 which I don't owe. I have letters to prove this & is prepared to go to court as I am fed up with the harrassment & incompetence of Pipex.

I have also sent a copy of this email to Ofcom

I was on dial-up for years & years, until PIPEX took over from the company I had been with (Toucan) & I had some problems (not being able to view online bills etc, & not receiving them any other way, wasted customer service calls to get nowhere) etc and as I'd been wanting to switch to a broadband/homephone deal for a while I finally went with the Post Office broadband extra package. I didn't know about mac codes & the post office didn't say I needed one for the switch from dial up, that they would change everything over no problem.

My broadband/phone was set up on the day (4 aug 09) & I cancelled direct debit to Pipex after paying up that month. (I paid for internet for aug to sept too). A month later I received email for final bill & had to phone to find out the amount as I could never get my bills! It was for 71p I paid it & was told that although that was everything clear now, that the internet was cancelled and hadn't been charged..they still could and were entitled to because I didn't get a Mac Code.

I was given another telephone number to go get my Mac Code to free me from my dial up that had been cancelled a month previous, even though I'd been with on my Post Office Broadband for a month.. It was to free me from them continuing to charge me (I don't know if they are entitled or not to keep charging, but this is what they are claiming).

Another month later, they've decided to send a 'final reminder' for an amount I don't know anything about! No emails or anything else this time. I can only guess, it's over the mac code & they're so called 'entitlement'!?

You don't need a MAC code if you are migrating from Dialup .

Only if you are moving between broadband suppliers .