This is a little off topic but I am so annoyed that I simply have to voice my feelings.
Pipex are a UK ISP (internet service provider) I have been with them many years as I felt that their service was very good. Unfortunately of recent years this is not the case as you will hear.
I have now been without my Pipex internet for 2 weeks and 10 hours. I rely heavily on the internet for many of my websites. I really cannot be without it for more than a few hours without it affecting my day to day activities.
Just to give a little on my Pipex experience before I begin, I first started to doubt Pipex and their customer care/admin abilities when I first moved to them. They lost my order and subsequently it took the 10 days or so for them to reactivate the account once my previous ISP had switched off my broadband – frustrating but these things happen.
The service was good – I think I had only a day in total with the internet being down in the four years or so I used them. I recommended others to use them above the many other ISP’s that were emerging.
2 years ago I moved properties. Being cautious I had a 2 week period of being in my new property without having to leave the old. I explained to Pipex the situation and I looked for a nice clean change with then Pipex connection from the old to the new property. 2 weeks was plenty of time for this to be actioned. After hanging on, on hold, on an 0871 number (they earn money from this) for 45 minutes it looked like I had the move all sorted. Now all I had to do was wait for the connection to go live.
Guess what…………? It did not go live. once again Pipex had messed up. After a 45 minute wait on hold listening to a lovely lady tell me every 2 seconds how important the call was (not important enough to get enough staff!) They blamed the fact that the new phone line was not set up correctly when they tried to set it up their end so they just cancelled the order. The guy seemed quite surprised at my question “did no one think to possibly phone on all the numbers provided or email to check if the order was mean to be cancelled? ” So another 10 day wait here.
Meanwhile another friend had moved house. They experienced exactly the same issue apart from Pipex managed to lose his order twice. Great stuff so far – at least the connection seemed reliable.
On Wednesday 2 weeks ago my internet stopped working. I confirmed in my own mind that my equipment was not to blame. I received a call from a friend who was in the same situation. It had to be a fault with Pipex as we were both with them. I then phoned Pipex.
25 minutes later my call was answered. I cannot fault the guy on the phone. He went through all the checks he had to make. He said there were no know faults although I knew full well that my friend had previously phoned. He asked me to do some checks that involved unplugging the line and disconnecting the call. I told him I would happily face the charge if BT found a fault my end as I was certain that it was them.
He accepted this and said that he would log a call with BT. This would take between 1 and 6 days. I asked if there was anything that he could do to speed it up but he said not. He took my numbers and said that as soon as they had an update they would call to let me know.
Days passed and still nothing. I phoned Pipex a couple of times. After laboriously working through the automated message, I just got a message to say they were experiencing high volumes of calls and to phone back.
After 5 days with no word, Furious, I called Pipex. I could not get through to the technical department as they were too busy to even allow me to hold on the 45 minutes. I opted to speak to customer service.
They guy at customer service said there was nothing he could do – it was a technical support issue. I explained I firstly could not get through to them, but also I wanted to speak to a manager regarding compensation and cancelling my contract. “There is no manager available” he said. I explained I was happy for a manager to call me back the following day. “not possible” he said, “this is the wrong department. ” . Getting quite annoyed now I explained that I was speaking to the right department as I was looking for compensation and to cancel my contract as well as getting some answers. If this wasn’t customer service, I didn’t know what what. He explained that he was customer care and I needed customer service. Of course, he could not get anyone to call from customer service as it was a separate department. I asked for my migration code – no another department. What a total joke.
Meanwhile I had written to Pipex demanding answers as well as emails. No response whatsoever from these.
Day 10 and still no word from Pipex. I called again. Another 40 minutes holding at my expense. It was the same person I had originally spoke with. He sad there was nothing he could do, no one he could get to call me back. He said he would put a note on the system saying I was furious about not being updated and that a call back was necessary. I asked why I had not been updated after the 1 – 6 days he had previously promised. He said he did not know and apologised. I said that I would doubt anyone would call back from teh note he had put on the system and it was just a way to get me off the phone. He said he could not categorically promise that I would receive a call but he did say that people did get calls back from the company.
Surprisingly I did not hear back from Pipex and this brings me to yesterday.
I got a message in the morning from my friend saying we were back online. At last I thought. Got home and checked the connection. Nothing.
Another call to Pipex. At first I could not get through. They were surprising experiencing high call volumes again. I persisted. Eventually I was allowed to join the holding queue.
25 minutes later someone answered. They said that there had been a note put on the system that BT were going to visit the exchange to carry out repairs in 2 days time. he said that my friend must be on a different line that had been fixed – how many lines could possibly have gone down? I queried why I had not been contacted when there was an update to be given. he could not provide an answer. I asked for a call back from a manager but surprisingly (since my last promise of a call) they had turned into an inbound call centre only.
Not believing a word of it I said “I am certain your managers have the ability to make outbound calls”. “Yes” he said. “Well get one to call me back then”. “Ok no problem” he said “although, you will still need to speak to technical”. “You get technical to call me, I’m sure you are able to communicate between departments”. “yes” he said.
I got the distinct impression that once again I was being fobbed off. As yest I have received no calls and I have put into place a new service provider. I will never use Pipex again. It looks like I will have been without internet access for over 2.5 weeks before they finally put me back on.
Rumors have it, on the internet, that Pipex are sneakily moving their customers onto Tiscali lines which is probably where the problem generated from. Of course, they will not admit anything to anyone.
Check out on the internet. I have now read loads of reports that Pipex have been deteriorating for some time – Poor customer care as well as poor internet service, unreliable connections, slow speeds are all noted all across the board.
In the mean time I have had to make do with expensive and painfully slow dial up connection where every page takes a minute to load. I have had to site on hold for hours to finally not even get an answer or any help.
So bottom line, Do not use Pipex, do not touch them with a barge pole, If you want reliable internet go elsewhere, if you want decent customer care run away as fast as you can as Pipex will provide quite the opposite.
If you have had a similar experience then please post a comment.
I am – unfortunately – going through the wringer myself with Pipex at the moment. I won’t bore you with the full details here but if you pop on over to my site http://www.deanmarshall.co.uk/content/view/93/103/ you’ll see my story.
Basically I am convinced they use deliberate tactics to stonewall customers – and fraudulent practises to create contracts and get through cancellation periods so as to trap people. They think nothing of telling you what you want/need to hear on the phone but are incapable of following up with email or written confirmations. I’ve been told variously that management aren’t in, will call back within 24 hours and yesterday was told that I could request a manager call me back but it would take a week.
I don’t use words like criminal and fraudulent lightly – but I’ve been using them a lot of late.
Dean
I have had similar problem with Pipex they will not let you cancel.
I was a loyal customer for about 6 years, the last 2 years were a nightmare unable to log on and frequent disconnections, despite numerous phone call and emails nothing was done I decided enough was enough.
Pipex ignored my letters of cancellation and continued to debit my credit card, two months went by more money was taken so I phoned the credit card up and instructed them to stop Pipex taking money that they where not entitled to take.
The credit card company said they could not stop the payments I would have to wait for Pipex to stop requesting payments !!!!!.
I wrote to the Credit card company by registered post informing them of the date of cancellation and unless they stop payments I would take my business to another bank and take them to court for the over payments.
Two days later I had a phone call from the bank informing me that they were returning the over payments, if Pipex continued to take payments they would retrieve the money.
A week or so later Pipex phoned and wanted to know why I had stopped payment, I explained the saga to the lady from accounts she apologised but denied any cancellation being received by them despite sending it recorded, she said she would sort the problem out and refund any over payment.
Next day Pipex phone telling me they had cancelled the service and where refunding any over payment, they refunded two payments but continued to take payments from my credit card, these were clawed back by the cc company.
Finally they stopped taking the money, 5 months later they sent me a notice before proceedings from some crapy collection company for £16.40 + £80.11 cost if I did not pay immediately, I paid the £16.40.
BUT BEWARE PIPEX THIS IS NOT THE END
Its my turn now to start proceedings.
Very pissed off ex customer
They are very vage. I have been with them for two years and they have roped me into another 12 month contract with them. If i experience another problem, I will cancel my direct debet and claim that i had been misled by their clever sales people. I know that they say it is a contract, but dose this not require two parties to sign some kind of document. It is all very confusing and unethical.
I think Pipex and Fraudulent Criminals. I moved out 2 years ago my contract was already finished. After i moved out they still debited my account for 4-5 months which no one was using their services and due to my financial difficulties, bank cancelled my credit card so pipex direct debit cancelled too. But i have got pone call from my previous address and they said me they need MAC code from Pipex in order to connect to Internet (of course with different ISP) when i phone Pipex they told me there is 300 something pound outstanding balance, after long waiting queue i have got nothing. How can they request a money for which they don’t supply service, my contract is already finished before moving and I am not leaving there any more no one using their service since i moved out, also they charged me for extra 4-5 months and they blocking someone else’s phone in order to have more illegal money. No one can ask money for not supplying service. Illegal at all.
Thanks for your blog – will take note and stay clear.
Although the sight of The Hoff promoting them did put me off already!!
do not touch them with a barge pole. discusting customer service, could’nt give a monkey, they put you on hold then hang up, not interested. they have broken their contract agreement by taking a years fee from my bank account for terminating, we signed up on a 30 day trial (what a joke that was). then they even denied having a 30 day trial. luckily i found it on the internet and read it back to them, then the story changed. what a complete joke. already seeking consumer advice from trading standards as an imaginery manager is supposed to be authorising my refund! ive waitied 2 weeks now, lets face it, its not going to happen! if they dont respond to my letter i will just proceed and take them to court.
Glad to see that the quality of service is as poor there as in France 😉
Really sorry but my feeling is that nowadays we pay for what we get… 🙁
Oliviers last blog post..Lamentable
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.
I have had trouble with pipex similar to the above. After changing my ISP Pipex still took illegal payments from my account. I managed to get one reply to my many emails but when I tried to follow it up — SILENCE — just an automated reply for details of the account. With an incident number and a name, I proved I had already given the details but just more of the same replies. I will try Snail Mail then the law (police or civil, I dont care which)
My experience is the same as eveyone else’s Customer Services are to be distrusted they never deliver. Four letters, over ten calls, several emails, over the past three months and nothing in writing from them other than threats to recover from me cancellation charges.
All stems from accpeting a regrade deal that was supposed to be monthly notice to terminate and a too good to be true price, to compensate for overcharging. They never delivered the improved speed and instead in their words locked me into a 12 month contract despite evryone since saying they accept that was not the case, they still want to charge me for a termination charge – in fact they have tried to do so twice. I managed to get a MAC code and cancelled the diret debit but that hasn’t stopped them demaing in a threatening manner payment.
I have registered a complaint with OFCOM and they advised I send a registerd letter of complaint and I have followed that with three more letters no reply of course just like if you ask for a team leader to call back. I will complain to their regulator, and ask for further help from OFCOM, this week I am going to write to the papers and Watchdog, as I am so exasperated about them that the only solution is to drown them in bad publicity. They truly deserve to be wiped off the face of the ISP world for appalling Customer Service and deceitfully trying to lock customers in and take money from their accounts.
One hour looking at any web sites and blogs should tell you that they are to be avoided or bailed out of at all costs.
It all started when I called to cancel my contract in June 08, was told I was contracted until Sept 08, said I would wait untill then rather than pay termination penalty, it was then I was told I could “downgrade” in the shorterm to save £10-00 a month then cancel in sept 08, This was an outwright lie, when I called end of July to cancel, I was informed that, I was in contract until June 09, as I had downgraded my contract, and started new 12 month contract.
I have managed to get MAC and have gone over to SKY, also cancelled DD in time they tried to take £150 the day after I cancelled it.
I truly think Pipex are crooks as the “Code of Practice” on the WEB site states that orders will not be processed until they have signed contract, they have no such contract.
Communications with this company is impossible as no “Managment” will take calls, I have had email apologies for the “inconvenience” but no answers, I have asked for “audio recording of conversations” “copy of signed contract” or any proof that I agreed to a new 12 month contract.
Had a call today 18th Aug saying, I had not used my MAC and as such my contract still live, this dispite the fact that I have been live with SKY since 6th Aug.
In Twenty years selling Digital Telecoms Solutions, I have never come across a company that is so Useless
People used to say me that how can you live @ home, alone – while i am having online livelihood. Dont you feel loneliness and did not get bored…its 2 loong years now. Well i always thought they were wrong as they dont know how interesting it is. And when i had my one week internet off and i was just cut off. Then i realized why friends and relatives used to ask me. It was loneliness without internet. from that week i decided whatever i have to pay for most stable net i will do, after all this is out backbone.
Appalling company. Tried to get MAC code for several days. Rang and was told there was a technical problem , so had to start again. I asked for a manager , surprise surprise none available . Insisted under the Broadband Code I had a right to speak to someone, having left me on the line for 10 minutes a very rude woman couldn’t see the problem. When I asked why no one had told me about my MAC code failure, she told me that it wasn’t their problem , it was up to me ask .
It may be a coincidence but I am due another payment in 2 days, what is the bet I don’t get a code until after this date ?
When I told them they were guilty of terrible customer service , the woman replied , we don;t deal with customers , that is another department !!
Sounds like the company makes more money off the cancelations or people on hold on the phone then actualy taking care of the customers.
I can never understand any company who does not bend over backwards for a customer who pays a monthly bill they make the most money off them and they are the hardest customers to get.
I would be furious myself sorry to hear about all the problems.
Have been a customer of Pipex for 12 years, last two have seen the service go downhill… can never get a reply on phone and they have removed the ability to check outages online… I know there is nothing worng with my hardware as the btconnect email I run in parallel works fine. We also have mirrored systems at home and in the office and they both drop out at the same time (even tho’ they are on different exchanges) so I KNOW the problem is PIPEX.
Looking for a new ISP today!
I have been with pipex for some years with my broadband. Early this year I went on the phone with them as well all has been great till, when I was on holiday a payment became due and my C.C. had changed. So Pipex cut me off, the day I returned I rang and paid, since then they have taken each month as due, but they have not got my phone working!
I have emailed, rung written abd everything one would, but, to no avail. They have even cut the costs down and given me two months free for the incovenience, two months frr phone fine….. but it does not work.
Frustrated of Eastgbourne,
I had a pipex internet & phone service for 2 years (on a one year contract) – they consistently overcharged me – every month, then when I could not get the overcharge costs back, I left them and went to talktalk.. However, when I left Pipex – nearly 2 years after starting with them (on the 1 year contract) they aso charged me (direct debit) a cancellation fee of £100.86 on 28th November 2008. This company (Pipex) are the absolute pits and new Broadband customers, should avoid them – like the plague
I was with Pipex for almost 6 years and everything was fine until September 2008. Then I was put onto their ‘homecall’ service which i did not ask for. I was overcharged for October and when I telephoned, I had to wait 20 minutes for someone to pick up the phone. I was told that I would be credited back the amount overcharged in October and I would be taken off the ‘homecall’ service. I was overcharged even more in October and after more phone calls to Pipex which has cost me I reckon about £15, I asked for my MAC code. Eventually after more phone calls, I got it and promptly left but they still owe me money. Even after supplying my new ISP with the MAC code, they claimed that I was still a Pipex customer.
I never want anything to do with Pipex ever again. They were a good ISP before Tiscali took them over but then the service and quality plummetted and the billing mistakes started.
I also have to add that Pipex customer service is just shockingly bad.
I am now with O2 and things are so much better. I had to ring their customers services once and the call was free and the people I spoke to were friendly and knowledgeable.
I see that the above comments are from 2008 but it is now 2010 and Pipex are even worse!
I have been a Pipex Internet customer for almost 1 year and have experienced problems ever since I put my first order through. Yes my first! After them loosing my first order, and not even letting me know I placed a second order due to the long wait I was experiencing without any feedback from Pipex.
2 Weeks with no contact from Pipex, not an email or phonecall. I had to call up to find out when my service would be active as they couldnt even send me a welcome pack with my activation details! I had to get all of my technical info such as username and password and router settings over the phone!
Meanwhile I had been writing many emails to customer services. I didn’t receive an email response until I had been registered with them for 3 months!
Please note i have not even mentioned the poor customer service, the confusion between which department owns my account, the indian call centers who seem to know nothing about their own company, the long wait times, the consistent transfers to wrong departments and the phonecall disconnections from customer services.
Being an average slob I don’t really check my direct debits often and assume they are being paid. On the 4th month I happened to check my statements and realised pipex had been ripping me off! They were charging my account intermittently and I had paid the equivilent of 2 years internet in the last 4 months! By this time I was fuming (but good internet service so far), I contacted customer services immediately and began to write emails again (a pointless exercise but it was worth a try). Customer services admitted wrongly charging me, refunded my money and said they would give me 2 months free internet and they would reserve some of the money so that I wouldnt have to pay until January 2010. But pipex continued to bill me intermittently! Almost 6 months into my contract with dangerous levels of frustration pumping through my veins, I cancelled my direct debits as they could no longer be trusted, it just started to feel like fraud. I advised pipex I would only make card payments from now on as they do not know how to stick to their word. Once I did this, everything seemed fine until one day, No internet. Whats going on?
I call customer service again, the last payment you made wouldn’t go through because we don’t accept maestro cards… What??? In the year 2010?? But what got me even more was that you took the card details quite willingly! I was then advised to set up a standing order to Pipex to pay for my internet and they restored my connection. A few days after setting up the standing order my account was suspended again! I called up furious this time as I was advised to set up a standing order and before the payment was sent they suspended my account. I then decided to pay by visa (a proper card) anything that was owed to them, they advised my internet would be active in 24 hours. In 24 hours.. still no internet. Even more pissed off I called up again. Pipex then told me I dont have an account with them? What? My username didnt exist, My account number didnt exist and they couldnt find My account via telephone number. I explained the problem and they said it will take 10 working days to restore my account and they are sorry for the mistake. I told them to kiss my ass and keep the money and I will sign up with someone else. They said fine. The icing on the cake is this. I then tried to register with a new broadband provider who told me your line is locked to your old internet provider and they havent released the line yet. AAAAAAAAHHHHHHHHHHH!!!!!!
Up till now im still trying to get this issue sorted with Pipex. Please do not sign up to them, DO NOT pay them any money, Dont even go to their website, If anyone asks you about them tell them, if you want to be stressed? then sign up by all means.
It is clear that Pipex do not have their company under control and the left hand does not know what the right hand is doing. Their call centers are in countries where you can barely understand what the people are saying and the service is only worth having if you never call customer services!
Hi Andy
Yes I am sure Pipex are still up to their old tricks. It is a shame as they used to have a reputation for being one of the best. Now all I hear about them is negative.
They are certainly one of the hardest companies I have had to deal with, pure incompetence and it seems any offer of “free two months” is to get you off the phone. They never honour their deals and you have to sit on hold for 40 minutes to speak to someone who either knows nothing or has no power to do anything!
Pipex broadband is a joke!!!!!