Pipex phones moved to TalkTalk?

Skiglenshee

I have been with Pipex for several years now, having I originally moved my phone and broadband to toucansurf and then through a series of take-overs it looks like everything is now about to be operated by TalkTalk.
I received a letter dated "September 2011" from Pipex/TalkTalk. It says that after 7 November I should go to the TalkTalk website and enter my toucansurf email address and password in order to access my account in its new TalkTalk location.
When I try to do this, it does not recognise my email address.
However, I can still access my webmail and phone bills on the Pipex websites as before. It looks like the migration has simply not happened. Has anyone else experienced the same issue?
I have posted a query through the TalkTalk website, but no reply or acknowledgement so far.

aj20

I have had the same problem, tried logging in on the TalkTalk site but not recognised and can still access my account on the pipex website. Absolutely no up-to-date info on either website about this and no reference to pipex at all on talktalk website. Found another reference to pipex to talktalk move on this forum that suggests move has been delayed. See Pipex switching to TalkTalk, contract void ? This message suggests that they are going to reduce monthly charge by £10 until the move but that may only be for those who complain. I tried phoning the number but just seemed to get through to the sales team who immediately tried to sell me another deal without even acknowledging there was a problem with the pipex move or offering any compensation. I then got put through to the support line but wasn't sure which option to pick as none of them seemed relavent.

Skiglenshee

Hi aj20. I had seen the other post you refer to. I didn't bother trying to phone Pipex/TalkTalk because from previous experience (when my broadband went down for 3 days during that migration to TalkTalk) it is pretty well a waste of time - talking to someone in India who has little knowledge of what's happening.
I am going to leave it a few days and wait for a reply to the query I posted through their website since it's not really a problem while the old Pipex system is still operational.
It is also possible that someone from Pipex/TalkTalk might pick up on this thread and tell us what's going on..... or pigs may fly.

wideload1971

I too have this problem with my Pipex login details not being accepted into the TalkTalk website. As soon as the change happened I was planning on changing some details like setting up a direct debit, checking that I get online bills etc. I can't imagine TalkTalk would be nice enough to inform us when the change over actually occurs so it leaves me wondering who I pay my next bill to?
I had been paying automatically by card (I thought I'd set up a DD but obviously not) and back in Sept my card number changed so for my Oct payment to Pipex I had to do it manually and they couldn't keep my new details because of the changeover. I guess if nothing happens I just call Pipex again and pay manually until TalkTalk gets it's act together.

Skiglenshee

Hi wideload. Again from previous experience with Pipex, if the payment doesn't go through (even if they screw up at their end of the process) your phone will be cut off. Mind you in my case they phoned several times and left messages when I was away from home before this happened. Sending an email warning as well was obviously a thought too far out of the box for Pipex.

TalkTalk

Hi All,


We are aware that some of the Pipex Migrations were not completed by the 7th Nov.

These accounts have remained as they were and will be due to be migrated in due course. Customers have been receiving notifications of this with revised dates for the migration to be completed and we are looking for more information on this at present from the reelvant departments.

Regards

Mark
TalkTalk Online Community Department

aj20

I have received a letter today from Talktalk saying that the migration date is still to be finalised and updates to the move are available on the pipexuk.com website. However that page hasn't been updated for several months as far as I can see. I am happy to stay on my pipex deal for as long as possible as the new monthly charge with talktalk is far higher and not unlimited with no explanation as to why the price is so much more.

Skiglenshee

Thanks to Mark from TalkTalk for finding these posts and taking the trouble to reply, albeit, reading between the lines, all he is saying is "It hasn't happened yet but to be honest I really haven't much of a clue what's going on".
I am probably going to stick with the Pipex/TalkTalk situation until the change is implemented and decide at that point what to do next. I am very conscious that TalkTalk consistently gets rubbish ratings from the Consumer Association magazine Which? and I am sure Mark and his colleagues know this only too well. This could be the final straw for me if it turns into the same debacle as the migration of my broadband last year. There is a time when cheap is no longer cheerful.

wideload1971

Thanks to all for the replies, hopefully I'll get the letter in the next day or so.
I too would be happy to stay as I am but that's just wishful thinking.

I should say that for the Oct payment I had recieved a call telling me that there was a problem with my internet but I couldn't get to the phone as I was in the shower (classic). My brother didn't get the name of the company calling so he just relayed my message back that there was no problem - which to me at the time there wasn't.
When I then noticed that the Oct payment hadn't gone through and I realised what the reason was it clicked that that was what the phone call was about. I called, made the payment and they told me that it was either 15 or 25 days before I would be cut off, I can't remember which.

It just bothers me that if Pipex aren't storing my current card details then when the move happens (whenever that may be) TalkTalk are only going to have my expired card details.
Hopefully I'll get enough notice to sort it out when my account does actually move.
Maybe if Mark sees this he can supply some details on what may happen with my situation. Talk about bad timing. :-)

On a sort of semi-related note: The new 40gb limit is it just download or download and upload combined? Anyone know for certain because I've read both in various locations.

TalkTalk

Hi All,


In regards to the information on the migration as advised this is being sent to customers in due course. As such I cannot confirm specifically for any individual customers when migrations will occur.


With regards the Pipex UK site i can see there si a holding page on there at present. This advised migration are being conducted at present. There is an FAQ link on that page with some commonly asked questiosn regarding the migration.

In terms of the changes to prices when migrating to TalkTalk this is to align all accounts with the currently active TalkTalk Tariffs (i.e Essentials or Plus). Should customers not be happy with the proposed plans etc you can by all means contact TalkTalk/Pipex to discuss this further.


As advised the Pipex migration and any accounts queries from Pipex custmers are being handled by a specific department within TalKTalk. As such I can only provide generic advice on this matter. If customers do have more specific issues please use the contact details on your migration letter/bill as appropriate.


Regards

Mark
TalkTalk Online Community Department

Skiglenshee

Re Mark (TalkTalk)'s latest post where he says,"If customers do have more specific issues please use the contact details on your migration letter/bill as appropriate". I posted a query regarding the (lack of) migration through the TalkTalk website two days ago and I haven't even had an auto-acknowledgement, never mind a response from a human. For me, this is just another typical example of the abysmal customer service for which TalkTalk gets the appropriately low rankings in the polls.