How long to obtain a MAC code from Pipex?

podiluska

Result! LLU takes longer, indeed.

speedyjoe

It seems that Pipex are consistently breaching the Ofcom rules. I asked for a MAC by email after being with them for 4 years because the service had got slower and slower to the point of absurdity. Even though it says on their support pages that you can ask for your MAC by email after 5 days I received an email which said MACs could only be issued over the phone "to verify identity"

I phoned them and was kept on the phone for over ten minutes whilst a very rude advisor tried to convince me to stay. Quite how he thought telling me I was stupid for wanting to leave was going to encourage me to stay is quite beyond me. He eventually told me I would receive a MAC by email within three days. On the fourth day I complained to Ofcom and then phoned Pipex. A very polite advisor then gave me my MAC over the phone.

If you read the thinkbroadband.com forums it seems this sort of charade is run of the mill for Pipex these days so it appears to be their policy to break the rules.

My theory is they are losing customers so fast that it might threaten the Tiscali takeover and so they are trying desperately to keep them. If they improved speeds, costs and customer service then they wouldn't have a problem. They were once good but now they are an idiot company who don't deserve my business. I went to ADSL24 for lower cost and much faster speeds.

You can phone Pipex customer service for free using 0800 107 5902

sparxuk

i requested my MAC code from pipex on monday, still nothing by thurs so i called them up again, took 10 mins in a queue but as soon as i got through i asked where my MAC code was, and she quoted it over the phone. now they are offering me 8mb download speeds with 15gd usage alowance for 15 quid a month, should i stay or should i go????

speedyjoe

sparxuk wrote: »

i requested my MAC code from pipex on monday, still nothing by thurs so i called them up again, took 10 mins in a queue but as soon as i got through i asked where my MAC code was, and she quoted it over the phone. now they are offering me 8mb download speeds with 15gd usage alowance for 15 quid a month, should i stay or should i go????

Be aware they have draconian throttling and packet shaping. Also they have 12 month minimum contracts, ask yourself do you want to be stuck for a year with these clowns?

CraigDavid

speedyjoe wrote: »

Be aware they have draconian throttling and packet shaping. Also they have 12 month minimum contracts, ask yourself do you want to be stuck for a year with these clowns?

Pipex have also just been bought out by Tiscali, so it makes you wonder if the service will get worse (if that's at all possible). I'm glad to be rid of them.

cher_john

Beware anybody changing from Pipex Homecall. I changed recently and got my MAC code sent out to me, it arrived quite swiftly within the week. Passed it on to my new provider change seemed to go smoothly. Went on hols came back and Pipex had taken another payment, cancelled D Debit, and tried to call but on hold for ages so put phone down. Forgot to call back, but as I had cancelled D Debit I thought no probs.

Then I started getting letters saying reset up direct debit, Phoned up their stupid 0870 number told them situation told OK sorry for letter. Then got letters saying we will cut off your connection if you don't pay us the next months subscription. I thought fine go ahead as I am no longer with them. Then got letter saying we have cut you off phone our debt line 0870 blah blah. Getting cross I called the number I ended up calling four different 0870 numbers spending over an hour on the phone calls, nearly getting somewhere with call number three until call number four when I speak to some foreigner in a call centre who then goes back completely on what the previous person said.

After this I refused to call them and used e-mail, a lengthy process. I told them how disgusting their customer service was, how appalling their use of 0870 numbers was, and how I would be slating them to everyone. I told them I wanted my money back and the money for the 0870 calls.

Eventually four emails later I have just been told SORRY it was their mistake after being told constantly that the new provider had not passed them the MAC code. They have cancelled the outstanding D Debit, and are going to pay me the months subscription they took and an extra £8 (they did not say for 0870 calls but it obviously is).

Anybody changing from these make sure you contact them to make sure MAC code has been applied to account on your change over date as 3 people I know have had this problem with Pipex.

And if you have to phone 0870 numbers uneccessarily try asking for your money back. It might work!;)

mattbass

speedyjoe wrote: »

You can phone Pipex customer service for free using 0800 107 5902

"this number is no longer in service, please call our rip off line and queue for bloody ages"................:mad:

lynnemcf

Free Phone 0800 107 6532 (on letter from them dated 7 September)

John_Dela

Pipex who are really Tiscalli are woefull & be warned you are best leaving them asap IMO. I did it but it cost me as thier telephone line phillipenes set up is how they make money IMO. I was treated in a disgusting manner too much to type on here 8 weeks of hell broken promises its a racket IMO - Offcom are finally on to them please see this below -

Pipex gets a caution over lack of MAC codes
Tuesday 16 December 2008
Pipex (Tiscali) has been under-fire from Ofcom this week after it was found that the provider was not handing out ADSL Migration Authorisation Codes (MACs) on request from the customers. Under established regulator rules (GC22) all UK ISPs are currently required to supply their customers with a MAC code within five working days after the request.


Speaking on the discovery, Ofcom released this official announcement:

“...today’s notification highlights a number of occasions where Pipex failed to abide by these rules and requires them to ensure that they are compliant by the deadline of 23 January 2009.

Ofcom will closely monitor Pipex’s performance to ensure that the company does now comply with the rules. If, following the January deadline, we believe that Pipex has failed to take appropriate steps to comply with the notification we will consider whether future enforcement action is necessary.”

The full write-up is available to view at https://www.ofcom.org.uk/media/features/pipex.

I hope they get fined & kicked off & become who they are = TISCALI -
It is easy to get your mac code just phone them & ask them to text it to you in three days & tell them you are recording the coversation on asking for your Mac code I wated 3 days & got it on the phone they prefered to give me the code verbal ask them to repeat it a few times & make sure the letter O & 0 are given correctly! I am now with Plusnet & its fast & its heaven its not unlimited but you can pick your package to suit you it has a great telephone line service in which I took up as well! Look around but Plusnet do advise there is no such thing as free internet & I agree with them. Have a look around for other isp providers but how many only let you sign up for one month? Plusnet do as they are based in Sheffield & there online forun is bril you hve no need to ring them they answer a problem in one hour which I asked about on jopining its how Pipex used to be until TISCALI ruined it!!!!!!!

sarah_elton

I phoned them on Tuesday (30/12) and they said it would be posted and emailed in five working days, but if it didn't come I could call them and they'd read it out over the phone.