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

Discussion in 'Broadband' started by W, May 8, 2008.

  1. W

    W Guest

    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
    W, May 8, 2008
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  2. W

    David Guest

    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.
    David, May 8, 2008
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  3. 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
    but your best bet would be to call OFCOM and ask for advice.
    Mark McIntyre, May 9, 2008
  4. W

    Colin Wilson Guest

    My ISP after much messing about agreed to issue a MAC code but of course
    Which ISP ?
    Colin Wilson, May 9, 2008
  5. W

    Eeyore Guest

    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).

    Eeyore, May 9, 2008
  6. W

    Eeyore Guest

    Yes it is !

    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.

    Eeyore, May 9, 2008
  7. W

    Eeyore Guest

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

    Eeyore, May 9, 2008
  8. W

    critcher Guest

    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.
    critcher, May 9, 2008
  9. W

    W Guest

    The ISP is Pipex. Thanks to all who replied.
    W, May 11, 2008
  10. W

    Colin Wilson Guest

    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 forums a couple of times.
    Colin Wilson, May 11, 2008
  11. Now borged by Tiscali ... which may explain your problem

    When Tiscali hove up on *my* radar it was a *massive* spam -
    sewer ...

    Pipex wasn't ...
    Rex M F Smith, May 12, 2008
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