Pipex ticked off for failing to dish out MAC codes

 

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By Barry Collins

Posted on 16 Dec 2008 at 13:00

Pipex has been reprimanded by telecoms regulator Ofcom for failing to hand over Migration Authorisation Codes (MAC) codes to people wishing to leave the ISP.

Ofcom introduced new rules last year that forced ISPs to provide a MAC code to wantaway customers, even if they were still under contract.

ISPs require a MAC code from a customer's previous supplier to ease the transition process. Without the crucial code, customers can find themselves without an internet connection for days or even weeks.

Ofcom has issued Pipex with a notification that "highlights a number of occasions where Pipex failed to abide by these rules and requires them to ensure that they are compliant by the deadline of 23 January 2009".

Quite why Pipex has been given another month to ensure it's compliant with rules that have been in place for over a year isn't clear.

However Ofcom says it will monitor Pipex's performance to ensure it's complying with the rules.

"If, following the January deadline, we believe that Pipex has failed to take appropriate steps to comply with the notification we will consider whether further enforcement action is necessary," Ofcom states.

Tiscali-owned Pipex admits it was in the wrong. "Tiscali has worked with Ofcom to ensure compliance across all of our brands on GC22 [the general condition that stipulates ISPs must provide MACs]," the ISP claims in a statement.

"On one of the bases we have not seen the progress we had hoped for. However, we have now migrated these customers to an improved platform to ensure timely delivery of MAC codes. As a result, we expect to be fully compliant."