Need sample wording for compaint to ISP for failure to issue MAC code

My ISP after much messing about agreed to issue a MAC code but of course
hasn't done so. I understand that before I can refer this to OFCOM I need
to formally complain to the ISP. Does anyone know where I can get a sample
letter?
Thanks

"W" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> My ISP after much messing about agreed to issue a MAC code but of course
> hasn't done so. I understand that before I can refer this to OFCOM I need
> to formally complain to the ISP. Does anyone know where I can get a
> sample letter?

I would say something to the effect of as he had not provided your MAC you
were now moving up the procedure and informing Ofcom.

--
Regards,
David

Please reply to News Group

David wrote:
>
>
> "W" <(E-Mail Removed)> wrote in message
> news:(E-Mail Removed)...
>> My ISP after much messing about agreed to issue a MAC code but of
>> course hasn't done so. I understand that before I can refer this to
>> OFCOM I need to formally complain to the ISP. Does anyone know where
>> I can get a sample letter?
>
> I would say something to the effect of as he had not provided your MAC
> you were now moving up the procedure and informing Ofcom.
>

Its not so simple.

You need to write to their complaints dept, stating your dispute and
giving them a reasonable time to resolve it. This time starts from when
you write the letter and typically needs to be a few weeks or longer.

The letter need not be complex - just clearly state that you gave them
notice of termination on date XX, requested a MAC , did not get it,
repeated the requests on subsequent dates Y & ZZ, still did not get it,
and are now lodging a formal complaint. State your time limit in the
letter and make it plain you will formally complain to OFCOM if matters
are not resolved by then.

Note that OFCOM won't act on a dispute submission unless you have clear
evidence of failed negotiations. If you have a letter or email from the
ISP promising to provide a MAC within some expired timeframe, plus
copies of your own correspondence and any replys they sent, that would
be good evidence.

Note also that OFCOM may take up to 6 months to act.

There's more info at
http://www.ofcom.org.uk/bulletins/eu_directives/
but your best bet would be to call OFCOM and ask for advice.

> My ISP after much messing about agreed to issue a MAC code but of course
> hasn't done so.

Which ISP ?

W wrote:

> My ISP after much messing about agreed to issue a MAC code but of course
> hasn't done so. I understand that before I can refer this to OFCOM I need
> to formally complain to the ISP. Does anyone know where I can get a sample
> letter?

Actually I don't think you even need a formal letter but it would do no harm to
write one.

Simply say .... I wish to terminate my contract with you ( your ISP ) (any
reasons you may state are optional) and require you to provide me a MAC.

Send this by 'recorded delivery' or whatever the PO offer these days to your
ISP's head office.

[they may respond that you have a fixed contract term that cannot be broken ]
(I have no idea as regards to this as you haven't explained) but be sure of the
fact that an inadequate or very poor service is a prefectly acceptable reason
to break a contract. In other words, if the ISP does not provide a usable
service (by any reasonable standard) then you are not required to be held to
the terms of any alleged contract.

Also say ..... You have failed to supply me a MAC as required by Ofcom
regulation. I am therefore holding you in breach of contract.

(optionally) I will therefore be taking legal action for breach of contract and
will hold you responsible for my legal and any other directly incurred costs
(conceivably including the cost of installing another phone line to access a
usable internrt service- use this a further potential ammunition but don't be
hasty about actually doing it).


Graham

Mark McIntyre wrote:

> David wrote:
> > "W" <(E-Mail Removed)> wrote in message
> >
> >> My ISP after much messing about agreed to issue a MAC code but of
> >> course hasn't done so. I understand that before I can refer this to
> >> OFCOM I need to formally complain to the ISP. Does anyone know where
> >> I can get a sample letter?
> >
> > I would say something to the effect of as he had not provided your MAC
> > you were now moving up the procedure and informing Ofcom.
>
> Its not so simple.

Yes it is !


> You need to write to their complaints dept

No you DON'T.

The ISP is REQUIRED to supply a MAC on demand with absolutely no
'justification' for whatever reason whatever. Failure to do so is a breach
of Ofcom guidance. An overdue bill is not an excuse either. This issue has
been dealt with at great length in previous years.

Graham

Colin Wilson wrote:

> > My ISP after much messing about agreed to issue a MAC code but of course
> > hasn't done so.
>
> Which ISP ?

A crap one that deserves to be put out of business for behaving illegally.

Graham

"W" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> My ISP after much messing about agreed to issue a MAC code but of course
> hasn't done so. I understand that before I can refer this to OFCOM I need
> to formally complain to the ISP. Does anyone know where I can get a
> sample letter?
> Thanks
>


critcher said.......................

had a dispute with prodigynet, and could not get in touch with them using
phone ,letter, or email.
All correspondence went as recorded delivery.
Got in touch with Ofcom and compained to them, sent copies of letters etc.,
and received MAC shortly afterwards.

"W" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> My ISP after much messing about agreed to issue a MAC code but of course
> hasn't done so. I understand that before I can refer this to OFCOM I need
> to formally complain to the ISP. Does anyone know where I can get a
> sample letter?
> Thanks
>

The ISP is Pipex. Thanks to all who replied.

> The ISP is Pipex. Thanks to all who replied.

If they haven't been taken over yet, or swapped senior managers in the
last 12 months, I had *exactly* the same problem and ended up emailing
the Chief Exec and Chairman direct.

I soon got a response !

You'll probably find the email addresses if you do a quick google for
this group under my name, or i've also posted them on the
thinkbroadband.co.uk forums a couple of times.