Pipex Update - Still no Internet
The saga with Pipex internet continues. As you may have read on my previous post, Pipex has had a fault with my internet for over 2 weeks and 3 days.
Each time I phone Pipex (after holding at my cost for 25+ minutes) I am basically fobbed off.
Last time I called I was promised that the situation would be resolved within 2 days. I was also promised a call back from a manager to discuss compensation. As you can imagine, I was totally shocked to not receive any call from Pipex yesterday either for an update or from a manager to discuss compensation. Even more surprisingly my internet is still not back on.
I called Pipex and they stated that firstly my line had been cancelled. After a few minutes the guy realised that it had not been cancelled and tried going through all the fault finding with my router. Getting quite frustrated I asked him to read the notes on the screen. After several minutes he advised that an engineer had visited the exchange but could not resolve the fault. There was no further update as to when this would be solved. He offered me a dial up connection service - great after 2 weeks and 3 days.
He took my mobile number once again so that I could “be updated” which is a joke in itself. I asked why a manager had not called back.
“I can only apologise” he said.
Same old story. No one at Pipex gives a damn about their customers. He said he would request a technician give me a call back to let me know what is going on.
“to your ADSL number?” he asked.
“no, my mobile number” I added.
“Well can I take the number?”He said
Bemused I informed him that he has my mobile number from, not only taking it a few moments before, but from all the previous times I called.
“I’m sorry but you will need to give this to me again” he said.
So it would now appear that Pipex do not even listen to their customers when they call or make the relevant notes.
So now once again I am left with no internet, no word of when it will be sorted and certainly no chance of any customer care.
Bring on next week when I change to another supplier. Whatever you do - do not go with Pipex. They are the the most useless, unhelpful company I have ever had the misfortune to deal with.
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I know exactly what you mean i took out a contract with them for 12 months, and throughout the whole time I had limited connectivity, and none what so ever for the last 3 months. I continually called to get it fixed and nothing was done. they never even bothered to take the money out of my account, and harrassed me throughout the last few months claiming i wasn’t paying. I eventually let the contract run out, and they would only offer me £40 compensation. I would never go back to the company again.
February 2nd, 2008 at 4:07 pmI use to be a customer with Homecall, superb customer service, never a problem. Then they got taken over by Pipex, what a difference! poor service, both internet and on the phone.
I migrated to Talk Talk, even though their help desk was offshore, I found them much more helpful.
My troubles with Pipex came after migrating. I cancelled my direct debit, leaving Talk Talk to cancel all services including broadband. Seems that Pipex wont cancel broadband directly but will cancel the line. So after the transition and unbeknown to me, the broadband carried on with Pipex.
I found this out when my next bill came in from Pipex, I called them explaining that the services had been cancelled. Despite this they carried on, without success, trying to take money out of my account. They then resorted to non stop automated phone calls demanding money from me.
Having talked to Pipex’s accounts department about this, they agreed to stop the calls as I owed them no more money. This seemed to work for a week or so.
The calls started up again. I called Pipex customer services numerous times and eventually I got an assurance that the calls would stop. Did they! No!
All this time, Talk Talk were very supportive and indeed gave me a discount on their service as as they said, the transition should have been seemless.
Eventually Pipex stopped after I threatened them with legal action. I even managed to obtain a small refund from them.
Would I use Pipex again, would I recomend them to friends? NEVER
February 11th, 2008 at 12:13 pmYou’re right. This company is the absolute PITS! Last year, my son contacted them to ask about setting up a bradband account. They checked the telephone line and said that it couldn’t be done because the phone line wasn’t in his name (They were right. It’s in MY name).
February 16th, 2008 at 9:05 amThen we received a letter from them saying that the account had been activated.
I tried to phone them but all you get is a machine which asks you to enter your phone number. I did so and was told ‘we do not recognise the number you have entered…and the call was disconnected. Of course they don’t recognise the number…. we don’t have an account with them!. So I emailed them to put them straight. Nothing for months. No correspondence at all. Now, several months later, we have received a ltter from a credit company saying that legal proceedings will be taken because we owe them £250!!! The creditr company says I should contact Pipex. It’s impossible to contact Pipex unless you have an account with them. Catch 22. Any help out there please ?
I have had the same problems on and off for 2 years now with pipex I was without broadband for 2 weeks and they should have charged me 5p per minute to call there customer services which took up to 40 mins to get through but charged me 15p instead so my call charges to there customer services for a month totalled £35 pound which they evenutally credited me £30 pounds they then started charging recently an extra 1 pound for credit card payments but i pay by direct debit so phoned them again but the staff are not bothered as they are being made redundant because pipex has been taken over by tiscali and if you phone after 5pm you will get a foreign call centre which you will find very hard to communicate with, other problems i have had over the last 2 years have been constant problems with charges it also took 9 months to set up a direct debit. I would suggest to all pipex customers to keep a written copy of who you speak to and the times you speak to them and the length of the call also keep a printed copy of all your statements which you can get from my pipex, dont bother emailing them they do not reply.
April 22nd, 2008 at 12:31 pmyou guys are rightpipex totaly suck i just wish we could be heard by more people before they enter contracts with this muppet company.come back aol all is forgiven lol……..
May 9th, 2008 at 10:51 pmALL THOSE NOT WITH PIPEX - DON’T GO THERE!
May 13th, 2008 at 4:47 pmWHAT A POOR EXCUSE FOR A COMPANY.
I PAY MY BILL MONTHLY AND RECEIVE THE BILL THROUGH THE POST AROUND THE 27TH OF EACH MONTH. YET I RECEIVE CONSTANT RECORDED MESSAGES FROM 18TH OF EACH MONTH (THEIR BILLING DATE) SAYING THERE IS AN OVERDUE AMOUNT ON MY ACCOUNT AND MANY LETTERS REGARDING THE SAME. HOW CAN THERE BE AN OVERDUE AMOUNT BEFORE I RECEIVE MY BILL???
I HAVE HAD MY SERVICE SUSPENDED BECAUSE OF IT - MORE THAN ONCE. AND THE LATEST BILL, ALTHOUGH I SENT PAYMENT TO THE ADDRESS GIVEN TO ME BY PIPEX ON 28TH APRIL, FIRST CLASS, I HAVE NO SERVICE AND CAN’T GET IT PUT BACK ON BECAUSE THE ADDRESS I SENT PAYMENT TO IS NO LONGER IN USE BY PIPEX. THEY FORGOT TO MENTION THIS TO CUSTOMERS. THEY HAVE NOW CLASSED MY PAYMENT SENT TO THEM AS MISSING AND IF I WOULD PAY AGAIN BY CREDIT/DEBIT CARD, MY SERVICE CAN BE RESTORED. AS FOR THE MISSING PAYMENT - THAT’S MY PROBLEM AS FAR AS THEY ARE CONCERNED.
THEY HAVE RECENTLY MOVED THEIR CUSTOMER SERVICES TO THE PHILLIPINES AND THEIR CREDIT CONTROL TO LITHUANIA. ARE THERE NO UK COMPANIES LEFT WITH UK CALL CENTRES???
I HAVE HAD PLENTY OF CONTACT WITH THEM AND THE AGENTS ARE PROGRAMMED - LIKE ROBOTS. ALL THEY CAN DO IS APPOLOGISE BUT NOT RESOLVE YOUR PROBLEM. THEY WON’T LET YOU SPEAK TO A MANAGER OR ANYONE IN AUTHORITY. THERE IS NO CONTACT NUMBER IN UK WHATSOEVER. ALL TELEPHONE NUMBERS ARE DIRECTED TO EITHER THE PHILLIPINES OR LITHUANIA.
TRUST ME DON’T EVEN THINK OF JOINING PIPEX. IF YOU DO, DON’T SAY YOU WERN’T WARNED!
I have been a Pipex “customer” for 8 years. Pipex was once the best ISP in the land with its own cabling and infrastructure. Now it is owned by Tiscali it is RUBBISH. They change settings of servers without telling you, forcing you to call them to resolve the problem… email won’t help, operators are “encouraged” not to answer questions and give out the premium rate call number… I have this documented from one of their call centre staff.
I will be moving soon, but I expect most companies are the same.
May 23rd, 2008 at 10:31 amI too have been a Pipex customer since they started up and up untill last year they had been great and there broadband was super reliable. From reading your blog I now find that I am a Tiscali customer, an ISP I have always avoided. I still have five months to run on my contract (I moved house last October). So I am now paying £24 a month for a sub standard service. I wonder what the legal position is? I certainly won’t be with Pipex in November.
May 31st, 2008 at 8:31 amAnyone know a good reliable ISP
Odessy
I have been a home user with Pipex for fourteen months till Dec 2007 with no problems for the way I use it, so upgraded with new contract(BIG mistake). Two months into the contract, the modem gave up ghost. It took two weeks of constant calling for “technical” to identify it. It took a further two months with frequent phonecalls where nobody can give an answer as “they are overseas and there is nothing on record” before they send a modem / router in a bubble-wrap, no cover / instructions / CD. I have now found that the speed is reduced from 2Mbps previously to 200kbps. Also they have charged my phonecalls to 0871 number @15pence/min as against advertised 5 pence/min. They have on the phone agreed to look into this. Should I hold my breath or start contacting credit card people for what it is worth?
June 9th, 2008 at 11:49 amI have been with them for years and the level of service and support gets worse by the day so much that I have been forced to change ISP’s for my business as they offer virtually no support and any support you manage to get having queued for up to 30 minutes is taken by someone in a far flung place who neither can speak or understand the English language - not only is the speed of the support desperate but so is the line speed - its amazing how they have past their sell by date!! Beware - don’t fall for their pricing - you will pay for it in the short-term - go to obne of the other ISP’s
June 12th, 2008 at 2:01 pmI have been trying to get back money from Pipex for telephone calls to technictions which with waiting for them to answer me took 2 hrs then 40 mins for them to say they cant connect me, I then phoned my son and he connected me within 3 mns.
June 12th, 2008 at 7:02 pmI am now trying to get my MAC key from them and they are refusing saying I am not giving them the correct details,I have had 6 different people emailing me but still nothing,
I have canceled my direct debit and informed them and what do I get back but another email wanting all my details again ,I have now threatened legal action. MAYBE IF I SAY I HAVE DIED THEY MAY CANCEL EVERY THING I THINK THAT WILL BE THE NEXT STEP TO TAKE. You are right about not being able to understand any one from Pipex. They are the worse company I have ever had to deal with.
I feel your pain, I’m in exactly the same situation but firstly Pipex Internet told me that I hadn’t been paying my bills, when all my bills are automatically transferred from my bank account to them through a direct debit account! (I’ve been with them for over 3 years and this is the first time this problem as occured) Not only that, but my electric and other similar bills are paid the same way with no problems.
Without even contacting me or giving me a chance to pay these bills they cut my internet completely and cancel my account. After speaking to a number members of their customer service who repeatedly tell me my internet will be connected within 2 hours, 2 days, further 4 days or up to a week (it is different everytime) my internet is still not back on and it has been over 2 weeks! Their service is awful, they are rude, majority of them don’t understand English and every time I dial the number it is a different person so I have to explain my situation all over again - bearing in mind that this will extend to my phone bills! Not even accounting for the cost when calling them, in which I am always put on hold for at least 20 minutes.
I’m thinking of changing my internet server, but I don’t even want to imagine the effort it might take to get my cancellation code from Pipex.
June 18th, 2008 at 2:19 pmWell I am sure glad I am not the only one experiencing this - glad to say we are number two on Google for the search term “pipex Internet” so keep up the good work and soon we can let the world know how rubbish their service really has been
June 18th, 2008 at 2:22 pmOOh I am so glad to find so many angry people like me. Pipex couldnt solve my internet problem so told me to send my wireless router back. I did and nothing was heard of it again! After 2 weeks I contacted them and was told it was ‘on the way’ After several more calls and 3 more weeks I gave up and said I was cancelling but wanted a refund. Not only did they take my next Direct Debit but took another £60! I rang up to complain and they were useless but said my query had been ‘escalated’ I rang again but got nowhere so I wrote a complaint letter. That was 3 weeks ago and heard nothing. They are so so bad - Im going to complain to Ombudsman next.
June 19th, 2008 at 4:09 pmIs it possible to collate similar complaints when approaching OFCOM / Ombudsman
June 23rd, 2008 at 11:51 amI was with Pipex then after 4 months with no internet I close the account by Phone and letter.
July 14th, 2008 at 10:13 pmI manage to get a mac number and went with BT.
1 month latter my broardband stop working only to be told by BT Pipex apply to BT for a MAC number and closed my bt broardband account with out me knowing then email me for my details, which they did not get.
How can they do this ???
We have been with Pipex for about 10 years and they used to be good - I even had an account manager with a direct telephone line. Now, however communication with them has become almost impossible and, after much hassle, and some help from Ofcom, we closed all our accounts and migrated everything to a very helpful Rochdale based ISP.
However Pipex are still hassling us for payment of these accounts and I fear we will be seeking Ofcom’s help again.
Don’t even think of signing up with Pipex.
July 16th, 2008 at 11:56 am