transfer from pipex to virgin broadband

chewbacca_2

having problems getting in touch with pipex customer services.

have signed up to the virgin mobile deal for broadband as it suits my needs.

problem is i rang up and finally got through over 2 weeks ago to get the mac code, operator said it would be emailed within 72 hours. still not got it after several emails warning them of ofcom and it is necassary within 5 days ( help from virgin customer services).
still not able to get through to right department phone just hangs up. no probs getting through to sales though who say they cant transfer.

help please

normanmark

only help there is, is to be stuborn with pipex, they're the only people who can issue the migration code for your adsl

dac72

i am also awaiting pipex to send me a MAC, it was due today. Hasn't come yet! I had to ring them twice. I used 01707 299 507, which is listed as overseas.. but works for using free minutes. it took 25 monutes each time to get through. both of the reps on the other end were about as much use as a chocolate fireguard.
Whats the score with complaining to OFCOM?

normanmark

Ofcom will only take cases on which either reach deadlock with the ISP or after 12 weeks nothing has been resolved. This is so the service providers have adequate time to investigate any allegations made by the consumer

rogerramjet

Email stating you have requested and you now want details of their complaints department as you are unhappy.....this is best sent to someone who has responded to a previous query you have made as a email to customer support usually take a few days to get a response.

you could try this number 01707 299654 which was an extention to Jonathan Mbadzo, Customer Service Retention Executive who I finally got my MAC from

Madasafish_Customer_Care

If you're having an issue with an ISP, all ISPs worth their salt will have a section on their website addressing complaint resolution.

Here is where you can find it on the Pipex site: http://www.pipex.co.uk/legal/code-practice.php#complaints.
and click on the text that says "Complaint Resolution" to get to the relevant section.

When you speak to the team leader, as outlined in their procedure, you should state that you know that they've signed the Ofcom Voluntary Code for Migrations which means that you should have received your MAC five days from when you requested the code. Be persistent and don't take no for an answer!

Good luck with your migration to Virgin!

Kind regards,
Samara

liberty6201

It took them 17 days to get us our mac code, breaking the law in the process. They billed us £79 for one month when our package should be £29.99. They twice told us the payment wouldn't come out, but it did. They told us 4 times that the MAC code had been ordered, yet it hadn't. All in all we spent over £30 in phone calls to them to try and sort it all out over an 8 week period. They are pathetic.