Legend / Pipemedia refuse to issue MAC codes!

HI
A non-newsgroup-savvy friend of mine (yes - honestly !) has a
Broadband connection through Pipemedia (who now seem to have morphed
into something called 'Legend').

He's been having terrible reliability problems for some months now -
which the ISP claimed was a local problem with his BB router (supplied
by them). He's returned the router, they've lost it, and now
'rediscovered' it - a week later.... - and, of course, it tests out
fine...

Calls to customer service don't produce any results..

So - he's wanting to transfer to a different ISP.

However, Legend are refusing to issue him with a MAC code - he says:

'I have told them I want to cancel my contract. When their customer
department gets in touch with me... it then takes weeks for them to
get around to putting a 'cease' on the line, when I can then start up
the process of getting another ISP.'

Are there any shortcuts that he can take. His wirelessed home office
network is currently u/s - and he's having to run everything via a
single laptop on dial-up...

Is there an obligation for an ISP to provide a MAC code - or is there
any way of his switching to a different ISP without one??

Thanks in advance for any ideas

Adrian
Suffolk UK
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"Adrian Brentnall" <adrian-the papers and the (E-Mail Removed)> wrote
in message news:(E-Mail Removed)...
> HI
> A non-newsgroup-savvy friend of mine (yes - honestly !) has a
> Broadband connection through Pipemedia (who now seem to have morphed
> into something called 'Legend').
>
> He's been having terrible reliability problems for some months now -
> which the ISP claimed was a local problem with his BB router (supplied
> by them). He's returned the router, they've lost it, and now
> 'rediscovered' it - a week later.... - and, of course, it tests out
> fine...
>
> Calls to customer service don't produce any results..
>
> So - he's wanting to transfer to a different ISP.
>
> However, Legend are refusing to issue him with a MAC code - he says:
>
> 'I have told them I want to cancel my contract. When their customer
> department gets in touch with me... it then takes weeks for them to
> get around to putting a 'cease' on the line, when I can then start up
> the process of getting another ISP.'
>
> Are there any shortcuts that he can take. His wirelessed home office
> network is currently u/s - and he's having to run everything via a
> single laptop on dial-up...
>
> Is there an obligation for an ISP to provide a MAC code - or is there
> any way of his switching to a different ISP without one??
>
> Thanks in advance for any ideas
>
> Adrian
> Suffolk UK
> ======return email munged=================
> take out the papers and the trash to reply

Yes. ISPs can not refuse you a MAC code, although they usually flout this.
If they still refuse a MAC code, then send a recorded delivered letter to
the MD of the company, saying that they have 7 days to issue a MAC code,
otherwise you will seek compensation through breach of contract (unable to
supply the service that they offer).

On 10 Apr 2006 12:05, "ABC" <(E-Mail Removed)> wrote:

>ISPs can not refuse you a MAC code, although they usually flout this.

Felt sure it was a voluntary code, not yet something mandatory, unless you
can point to somewhere (eg Ofcom) which says they *must* provide a MAC.

"poster" <us-(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> On 10 Apr 2006 12:05, "ABC" <(E-Mail Removed)> wrote:
>
>>ISPs can not refuse you a MAC code, although they usually flout this.
>
> Felt sure it was a voluntary code, not yet something mandatory, unless you
> can point to somewhere (eg Ofcom) which says they *must* provide a MAC.

Link to Ofcom's website http://www.ofcom.org.uk/advice/codes/bbm_cop/
(section two under the heading Customers' rights and obligations)

"poster" <us-(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> On 10 Apr 2006 12:05, "ABC" <(E-Mail Removed)> wrote:
>
>>ISPs can not refuse you a MAC code, although they usually flout this.
>
> Felt sure it was a voluntary code, not yet something mandatory, unless you
> can point to somewhere (eg Ofcom) which says they *must* provide a MAC.

Of course, he could always cancel his existing service, then sign up for a
new service under a different ISP.

On Mon, 10 Apr 2006 13:25:10 +0100, ABC wrote:

>
> "poster" <us-(E-Mail Removed)> wrote in message
> news:(E-Mail Removed)...
>> On 10 Apr 2006 12:05, "ABC" <(E-Mail Removed)> wrote:
>>
>>>ISPs can not refuse you a MAC code, although they usually flout this.
>>
>> Felt sure it was a voluntary code, not yet something mandatory, unless
>> you can point to somewhere (eg Ofcom) which says they *must* provide a
>> MAC.
>
> Link to Ofcom's website http://www.ofcom.org.uk/advice/codes/bbm_cop/
> (section two under the heading Customers' rights and obligations)

What the but where it says "This code of practice is a voluntary measure
which has been proposed and developed by an industry group of broadband
service providers. The code aims to secure agreement between service
providers to facilitate fairly the so-called 'migration' of customers from
one provider to another."

--
Regards
Tony
(Take out the garbage to reply)

Adrian Brentnall wrote:

> HI
> A non-newsgroup-savvy friend of mine (yes - honestly !) has a
> Broadband connection through Pipemedia (who now seem to have morphed
> into something called 'Legend').

Every interaction I've ever had with Legend has been a nightmare.

> He's been having terrible reliability problems for some months now -
> which the ISP claimed was a local problem with his BB router (supplied
> by them). He's returned the router, they've lost it, and now
> 'rediscovered' it - a week later.... - and, of course, it tests out
> fine...

Sounds more likely to be an issue with his line, not his kit. In which case,
switching to another SP just reselling BT broadband isn't going to get him
anyware. However, a better ISP may be more likely to call BT in on a BT
fault.

<snip>

> Thanks in advance for any ideas

Changing his phone number [IIRC] will automatically cease the broadband
service. Bit of a pain in the arse, however.

--
<http://ale.cx/> (AIM:troffasky) ((E-Mail Removed))
14:19:24 up 8 days, 23:08, 4 users, load average: 0.01, 0.04, 0.06
This is my BOOOOOOOOOOOOOOOOOOOOOMSTICK

On Mon, 10 Apr 2006 11:53:51 +0100, Adrian Brentnall <adrian-the papers and the (E-Mail Removed)> said:

> HI A non-newsgroup-savvy friend of mine (yes - honestly !) has a
> Broadband connection through Pipemedia (who now seem to have morphed
> into something called 'Legend').

Legend used to be a well-respected Bradford based ISP. In 2003 they
were acquired by Lancaster based Business Serve[1], who were then
buying up lots of other businesses. Many of the technical staff left
at that time and went off to found their own ISP: Exa Networks.

In October 2004, Business Serve bought Pipemedia[2].

In mid 2005, Business Serve renamed themselves as Legend[3]. A couple
of months later they were in financial difficulties and had to make
many staff redundant[4].

Now Legend is being rescued by Thus (Scottish Telecom, Demon)[2][5].

[1] http://www.theregister.co.uk/2003/11...gend_internet/
[2] http://www.totaltele.com/View.aspx?ID=2512&t=1
[3] http://www.theregister.co.uk/2005/06..._serve_legend/
[4] http://www.theregister.co.uk/2005/08/30/legend_jobs/
[5] http://www.theregister.co.uk/2006/02/01/thus_deal/

--
Alan J. Wylie http://www.wylie.me.uk/
"Perfection [in design] is achieved not when there is nothing left to add,
but rather when there is nothing left to take away."
-- Antoine de Saint-Exupery

HI All

<snip>

Just to say a big 'thanks' on behalf of my mate - who was astonished
at the level of input on this question.

He reports that, after making a lot of noise, he was finally contacted
by one of the original Pipemedia techies - who has expedited the
'cease' on the line for him....

Thanks again
Adrian
Suffolk UK
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