Help! technical problems Bulldog to Pipex migration

aleksia85

Hi
I need some help. I have been a Bulldog customer for about three years, no issue. In june, they sent a letter saying that my account would “migrate” to Pipex, as Bulldog had become part of Pipex.
No problem ill 4th August when my internet connection just stopped. The phone is still working ok. I called the special number for ex-Bulldog customers 0871702 77 77 and was on hold for 15 minutes. I gave up.
I sent an email to their customer service who replied that I had to contact the number again as my problem could only be solved obver the phone and that they could not help.
I tried again the following day, on hold for 10 minutes and no answer.
I sent another email saying I could not get through, they apologized but said the same as previously.
I tried to call again today and still no answer from the technical department (15 minute wait). I then called the number to call “if you’re thinking of leaving” and still no answer!
I called back the main number and spoke to an advisor. Unfortunately, the only way she could help was to put me through to the technical department, and of course, no answer for 10 more minutes.
Recently I got an email from them saying that I could log in to my Pipex account to see my bill. Of course, I haven’t received my username and password so I don’t even know how much they are charging me.
I’ve had it with them and I need some help. Has anyone been in that kind of situation? Would that be stupid if I cancelled my direct debit? What can I do? Who can I complain to?
Thanks in advance

rummy

Cancelling your direct debit isn't so much of a bad idea. I did that to them when they didn't pay me after overcharging me and not giving me a service. They will also remember to call you for payments all of a sudden.

Secondly try calling this number: 020 33028402 Someone will pick up even if it's a 10 minute wait (and it's cheaper too). That is a pipex number.

My partner who was with Bulldog (and now with Pipex just like you) was given this number so also try this: 0800 912 1649

If that doesn't work, then you'll have to write to them by letter. Is yours a BT line by the way? And are you in any sort of contract?

rummy

I forgot to add, remember to note all the people you talk to, the times of the calls,the dates and if possible record the conversation and only tell them at the end it's recorded and that if you don't get your money back you'll be putting this recorded conversation forward to their manager and the company.

aleksia85

Thanks Rummy!:T

No it's not a BT line by the way and I am writing everything down ! I will try the numbers you've given me.

Thanks again for your help.

rummy

Anytime aleksia! I hope it does help. Let me know how it goes. If all else fails, tell them to !!!!!! off and cancel all contracts with them (cancel your payments first though!) and then move to a BT line and get a better ISP.

panicky

I haven’t received my username and password too, so I have to phone customer service then they reset and give me new password to log in pipex homecall account . Username still using the old one with Bulldog . Hope this help .
But internet keep dropping all time . I phoned them up tell them about it and want to cancel with them and they say around end of this month they have good new packet coming and may interest bulldog customer , so have to wait and see what they will offer . If no good then I have to move .

blockfire

aleksia85 wrote: »

Hi
I need some help. I have been a Bulldog customer for about three years, no issue. In june, they sent a letter saying that my account would “migrate” to Pipex, as Bulldog had become part of Pipex.
No problem ill 4th August when my internet connection just stopped. The phone is still working ok. I called the special number for ex-Bulldog customers 0871702 77 77 and was on hold for 15 minutes. I gave up.
I sent an email to their customer service who replied that I had to contact the number again as my problem could only be solved obver the phone and that they could not help.
I tried again the following day, on hold for 10 minutes and no answer.
I sent another email saying I could not get through, they apologized but said the same as previously.
I tried to call again today and still no answer from the technical department (15 minute wait). I then called the number to call “if you’re thinking of leaving” and still no answer!
I called back the main number and spoke to an advisor. Unfortunately, the only way she could help was to put me through to the technical department, and of course, no answer for 10 more minutes.
Recently I got an email from them saying that I could log in to my Pipex account to see my bill. Of course, I haven’t received my username and password so I don’t even know how much they are charging me.
I’ve had it with them and I need some help. Has anyone been in that kind of situation? Would that be stupid if I cancelled my direct debit? What can I do? Who can I complain to?
Thanks in advance

Hi, i am having the exact same problems!!!!!! i must have phoned every number going and everytime i phone they say my number doesnt have a bulldog/pipex account on it (even tho im on my bulldog one now writing this lol). I got a letter saying i will be migrating before the 30th july 2008 and i should look out for another letter with important information in regarding my new pipex homecall account but i have heard nothing!! iv sent about 10 emails and made about 10 phone calls, i have had enough..if they are saying i dont have a account shall i just sign up to a new provider? i cant even get a MAC code as they cant find my account!! what a mess up! someone help me plz! :mad:

aleksia85

Hello everyone,

I have tried the different numbers but every time they tell me to call the 0871… special numbers for customers migrating from Bulldog . Still no answer there!

I have then cancelled my direct debit and called them to say I wanted to switch to Bt. I was afraid they would throw a big cancellation fee in my face but they did not. The girl I spoke to just said to call BT and they would organise the switch. It made me smile. I don’t know of any other big company that, when you try to leave them, does not try to make you stay or at least ask you what went wrong.

I called BT and now I’m officially switching on 11th September. There is no charge for me to go back as I used to have a line with them and apparently it’s in good condition. The lady at BT told me they had loads of people from Bulldog/Pipex who were switching back to BT. She also mentioned that Pipex are not using MAC codes?

I have since sent an email to Pipex customer service to let them know that I was switching and that, in view of all the attempts that I had made at getting them to solve the problem, I am not prepared to pay for broadband ever since the day it stopped working and also all the calls made to their useless customer service. Not sure what I’ll get from them but in any case I am so relieved to be leaving them. I have been so stressed these past few days. Good luck Blockfire, maybe try and call another supplier and see if you could switch. I guess a lot of people are in our situation! Let’s keep in touch.;)

kkpolobear

well don't forget you are now with tiscali as they own pipex so that will be a lot of your problems

blockfire

aleksia85 wrote: »

Hello everyone,

I have tried the different numbers but every time they tell me to call the 0871… special numbers for customers migrating from Bulldog . Still no answer there!

I have then cancelled my direct debit and called them to say I wanted to switch to Bt. I was afraid they would throw a big cancellation fee in my face but they did not. The girl I spoke to just said to call BT and they would organise the switch. It made me smile. I don’t know of any other big company that, when you try to leave them, does not try to make you stay or at least ask you what went wrong.

I called BT and now I’m officially switching on 11th September. There is no charge for me to go back as I used to have a line with them and apparently it’s in good condition. The lady at BT told me they had loads of people from Bulldog/Pipex who were switching back to BT. She also mentioned that Pipex are not using MAC codes?

I have since sent an email to Pipex customer service to let them know that I was switching and that, in view of all the attempts that I had made at getting them to solve the problem, I am not prepared to pay for broadband ever since the day it stopped working and also all the calls made to their useless customer service. Not sure what I’ll get from them but in any case I am so relieved to be leaving them. I have been so stressed these past few days. Good luck Blockfire, maybe try and call another supplier and see if you could switch. I guess a lot of people are in our situation! Let’s keep in touch.;)

Thanks for the information.. i think i will give o2 a ring about switching to their broadband as at the moment i only have broadband with bulldog and my phone line is already with BT. Hopefully o2 can help me out

susyb_2

Just thought I would warn Bulldog migration customers who are cancelling to be vigilant.Having opted for an 8 day cancellation of my broadband and telephone package on 7th August ,I was told that my account would be cancelled on 15th August at the latest.I telephoned on 15th and was told that my cancellation had not been actioned and a new submission was to be done.Today is the 18th August and as the line was still active I decided to telephone for an explaination.I did not require a Mac code and did not RTD with BT as I am giving Virgin media a try,which was installed within three days of request.
I was today informed yet again that my cancellation had not been actioned and had to be done again, with yet another 8 day period to wait.Although I have said that this is not acceptable and I require them only to Bill me up until 15th August.Had I not checked my line I would have been in blissful ignorance with a hefty Bill to boot.No one on the cancellation line 0800 9121649
could give me an explaination about this.So I telephoned 08716633300 biliing.I was told that all Bulldog customers requesting cancellation cannot be cancelled until migration has been completed.I argued that as I had been given a new account and my recent Direct Debit Bill taken by Pipex, as they had cancelled my Bulldog Direct Debit and also as I had been given a New account number and password for the homecall link to my billing,that I believed that migration had aready completed.Apparently not,from what I could gather from the lady in billing, called Judith, that I spoke to, I could be Billed well into September or even October as they cannot close my account until after migration.I have however cancelled my direct debit so will just wait for the final Bill.I f they charge anything after 15th August I will take this off before paying.I f I receive debt letters I will go to court and counter claim for compensation for breach of contract as I am well out of ny 12month contract having been with bulldog for a couple of years.
I would like to hear from anyone else who has recently cancelled,as to whether they have had any problems.I would also like to advise everyone in the same situation to cancel their direct debit as you will most probably be charged for the next couple of months for Service that you thought you had cancelled and then have great difficulty trying to get a refund.