Moving from PlusNet

1. What is a MAC key?
2. I have a MAC key, what should I do with it?
3. How do I get a key?
4. How long does it take to get one?
5. Can I get a key immediately?
6. Is there a limit to the number of times I ask for a key?
7. Why won't you give me a key?
8. How long do keys last for?
9. Can I move if I've got any outstanding debts?
10. What should I do if I'm unhappy with the way my MAC key request has been handled?
11. What should I do if I have any questions?

Moving to PlusNet

1. How long does it take to move to PlusNet?
2. Can I cancel or change my move date?

 

Moving from PlusNet

1. What is a MAC key?

A MAC key (Migration Authorisation Code) is a code which any Internet Service Provider can give a customer to let them move broadband to a different provider. Each MAC key is unique, made up of:

4 letters, 7 numbers (sometimes up to 9), forward slash, 2 letters, 2 numbers, 1 letter.
An example MAC key - BBIP87654321/AB12C
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2. I have a MAC key, what should I do with it?

You should give your MAC key to your new service provider. This allows them to proceed with moving your broadband connection.
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3. How do I get a key?

You can ask us for one by:

1. Raising a Question using the Help Assistant
2. Writing to us at:

PlusNet Plc
Internet House
2 Tenter Street
Sheffield
S1 4BY

We'll then give you the following information. This will be added to a Question on your account:

• Your MAC key and its expiry date (i.e. how long you can use the key to move to another provider).
• Which broadband service the key will let you move.

If you wish, you may also request a MAC key by ringing our Support Team on 0845 140 0200. However, you will be asked to raise a Question or write to us, so that this is logged on your account.
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4. How long does it take to get a key?

Once you've asked for one we'll give you this within a maximum of 5 working days. Please note: this may be different for some telephone requests (See question 5).
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5. Can I get a key immediately?

Possibly. If you ring us we can give you one over the phone - only if you've already asked for a key through the Help Assistant and you're waiting for us to respond.
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6. Is there a limit to the number of times I ask for a key?

No. Unlike previously, you can now ask for a key as many times as you want - as long as you've already asked for one and this has already expired.

Please note: when we give you your key we'll tell you how long this is valid for before it runs out (i.e. How long you can use this to move to your new service provider).
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7. Why won't you give me a key?

This may be due to one or more of the following reasons:

1. We can't confirm who you are/the person who is asking to move your service is.
2. Your broadband service has already been cancelled.
3. We've already given you a key and this hasn't expired yet.
4. A cease has already been submitted on your broadband service.
5. We can't get a key from our supplier. (This is rare, although if it does happen we'll do everything in our power to get one for you).

If we can't give you a key we'll let you know. We'll also tell you what other options you have available to allow you to move to your new service provider.
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8. How long do keys last for?

These last for 30 days (including Bank Holidays) from the point we give it to you up until 5pm on the 30th day after this. If your key runs out before you've moved to your new provider you should contact us by raising a Question using the Help Assistant. We'll then be able to give you a new key.
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9. Can I move if I've got any outstanding debts?

Yes. Due to the changes in OFCOM rules we now won't stop you from moving to your new provider if you have outstanding debts. However, if you still have contractual obligations with us you'll still need to honour these (i.e. any remaining time on a current contract or paying deferred fees).
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10. What should I do if I'm unhappy with the way my MAC key request has been handled?

If you are unhappy with the way that we are progressing with your request for a MAC key, or if we have actually withheld your MAC key, you can use our standard complaints process to have your concerns investigated to ensure the right action has been taken. For information about raising a complaint, read our code of practice.

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11. What should I do if I have any questions?

If you have any questions or feedback about any part of the moving process then please raise a Question using the Help Assistant, or speak to our Support Team on 0845 140 0200.
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Moving to PlusNet

1. How long does it take to move to PlusNet?

Once you've given us the MAC key from your current supplier we'll start your move to PlusNet within 5 days. We will also tell you your migration date via the Order tracker on your account.
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2. Can I cancel or change my move date?

Yes. You can ask us to change or cancel the date you want to move, up until 1 day before the date we've given you. However:

• You can only change the date to another later in the month. You cannot bring the date forward to make your move happen earlier.
• The key you've been given has not expired within 5 days of your move date.

You can make the request for cancellation, or change the move date using the Help Assistant or phone our Support Team on 0845 140 0200 and make the request in person.

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