Pipex / Tiscali problem and advice needed

chetlee

Hi all,

I'm looking for some help with problems with pipex / tiscali. The short version of events is that they stopped my internet and telephone services in May 2008 due to none payment, they later admitted this was an internal problem with a box they hadn't ticked. Even though my account was up-to-date my services were never reconnected. After 3 weeks and many wasted calls I requested my MAC code and moved to O2 and BT (I've had no problems with either). Everything seemed to be fine except that Pipex kept on charging me for the services and took £182 as a cancellation fee even though I'd been a customer on the same account for years. During this time I have also wasted nearly £80 on phonecalls to Pipex, that had to be made from my mobile as they'd stopped my phone service. I wrote long detailed letters to customer services and customer relations that were sent via recorded delivery.

On the 7th July customer services said a cheque had been posted. Nothing arrived.

On the 18th July I received a letter from them saying I'd receive a refund within 10 days. I have received nothing.

On the 10th August I received an email saying that they had no way of taking money from my account so was going to suspend my services

I've spoken to CISAS who say I need a letter of deadlock but I was wondering what my options are? I've never used a small claims court and I don't know much about them but is that an option?

Help.........and please don't be tempted by any tiscalli / pipex offer.

chetlee

Bump.........

I've now sent a formal letter of complaint and given them 10 days. Has anybody been successful in getting money from Pipex / Tiscali through the courts or by any other means?

Help.

walkerman1

Hi, I am having similar problem with Pipex. Requested M A C code 1/8/08 and give it to O2 who activated my account on 12/8/08. Pipex sent me a letter confirming my cancellation on 1/8/08 and charged me a cancellation fee of £8.85. On 1/9/08 I received an e mail from Pipex informing me that my line is now live and I will continue to be charged. I will be obviously cancelling my direct debit.

chetlee

annie123 gave the following info on another thread on tiscali:

020 7087 2000 tiscali head office 8.30 to 5.30 monday to friday ask for complaints department.

good luck

---

I'm also claiming back my call charges to Pipex. Hopefully the above number will help.

thomasfriar

I eventually received most of my monies back from pipex, which i was happy with just to get rid of them, but only after complaining to my local trading standards. I just explained to them that pipex had broken their side of the agreement by not giving me 2 months free access as promised and also a reduced monthly charge, i also had to provide them with copies of my correspondence with pipex and they agreed to take on my case. Trading standards got a reply from pipex in 10 days which i had been waiting weeks for, Pipex had promised to get back to me in 5 working days!! It then took one more call from trading standards and the money was credited back into my account the next day. I received the full amount that they had debited for requesting a MAC code and also most of the money for my phone calls. I am well rid of pipex for good!!:j

Dancingbear_2

Anyone encountered Pipex-Tiscali totalling three months' calls under the Talk 500 deal, giving a high total for which they charged me an extra £27 in September, when the calls in each individual month were within the 500-minutes a month allowed (and so should not have attracted extra charge)? To add to the fun, having obtained an admission by Pipex-Tiscali Customer Services, by email, that an error had been made, and would be put right in my next direct debit billing, nothing has been done and my chasing has just produced a denial that there was an error (it's as though the previous dealings with them never happened). If you've succeeded in getting Pipex-Tiscali to return money they've no right to, I would really appreciate hearing your story.

Robw1969

I've been having similar problems with Pipex. I had been with them nearly three years but called on the 28th of August for my MAC code, as I wanted to move to a provider who offered wireless broadband, which I didn't think Pipex did. When I called, I was told that pipex did now offer wireless broadband and I could have a free wireless router and a cheaper deal on my package if I agreed to renew my contract for a year, which I thought sounded like quite a good deal so I agreed. Two days later, I received an ordinary broadband modem in the post, not a wireless router, and when I called to complain was told that I would receive the wireless router within 3 to 5 days. Seven weeks later, I had still not received that router, despite calling at least three times a week to chase it up. It became obvious that I would never receive it so I decided to call and cancel my contract anyway. On calling, I was told that there would be a cancellation fee, as I had recently renewed my contract. I was not happy about this at all - they hadn't kept to their side of the contract so I didn't see why I should keep to mine - and after being passed from depatment to department I eventually managed to speak to someone who promised that I would not be charged a cancellation fee as they had not honoured their side of the contract. A few days later, on October 20th, a £155.34 cancallation charge was taken from my credit card anyway. I have called multiple times about this now, and on each occassion I have been promised a refund within 14 days but there is still no sign of it. After writing to them, I did receive a reply saying that a request for a refund had been made on the 27th (I have no idea why it was made on the 27th when the money was taken on the 20th and I called about it right away) and that I should allow 14 days for it to be credited but that 14 days was up a couple of days ago and there is still no sign of a refund. I have sent a copy of the letter Pipex sent me to my credit card company, and have complained to Trading Standards, so hopefully they will sort it out. I doubt I will ever get back the money I have wasted calling Pipex about all this though. I haven't had my final bill yet but I had spent £23 calling them up until October 3rd and have called them so many times since then that I reckon the final amount will be nearer £50. I think I resent this more than the £155. As Pipex were also providing me with my telephone service, I was actually paying them for the privillage of calling to complain about their rotten service. I think I can safely say that I have never dealt with such an incompetent company. I even had trouble getting a MAC code off them, and was given the wrong code twice, but thankfully I am now with Plusnet, who seem okay so far.