Problem with Pipex

normanmark

Well you need an example of how they've treated you, ie. times you've called, people you spoke to & what they stated. Because if you havent then its your words against there's.

Also if you're sending a letter put in some copies of statements (obviously blanking out everything but the direct debit payments being taken) to prove this has been done in error.

jonregester

I have an A4 folder with every e mail, every letter, copied. AndI have every phone call recorded and saved on to my pc.
What I was hoping for when I first posted was for any ideas or pointers as to how to go about getting the contact details for the chief exec of Pipex.
There must be a website somewhere or someone must know,I mean this guy must be accessible.

normanmark

Well first of all, i hope you declared to the advisor on every phone call that you was recording the call, because if you didnt then you're committing an offence right there.

Secondly address it to him at their head office, he more than likely wont deal with his mail & you'll get a high level complaints team who will deal with the complaint.

Edinburghlass_2

Pipex not on this list but one to bookmark.

http://www.connectotel.com/marcus/ceoemail.html

Markyt

normanmark wrote: »

Well first of all, i hope you declared to the advisor on every phone call that you was recording the call, because if you didnt then you're committing an offence right there.
Not neccesarily. If the recorded message states that calls may be recorded for training puproses, then you have their permission to record the call.I'm just moving from Pipex - they've already descended to Tiscali levels of service.My card changed three months ago, and I gave them the new details. They lost them, and keep threatening me with being cut off. I've been cut off twice while speaking to an operator to resolve this, and they refuse to call me. Each email reply gives a different reason - no card details held, card not authorised, no idea what we are doing, etc.Muppets. Once a bright light of UK ISP's :-(.

normanmark

Markyt wrote: »

Not neccesarily. If the recorded message states that calls may be recorded for training puproses, then you have their permission to record the call..

Nope you're wrong, that gives the permission for the ISP to record the calls. Anyone who is recording a call (be it ISP or consumer) needs to declare on the call that it is being recorded, the ISP has it on their side, the consumer needs to declare it as well.

ckerrd

The recording and monitoring of telephone calls is governed by a number of different pieces of UK legislation, according to Ofcom, the telephone industry regulator.
It is not illegal for individuals to tape conversations providing the recording is for their own use, under the Regulation of Investigatory Powers Act 2000 (RIPA).
It is a civil, not criminal, matter if a conversation or e-mail has been recorded and shared unlawfully.
If a person intends to make the conversation available to a third party, they must first obtain the consent of the person being recorded.



http://news.bbc.co.uk/1/hi/uk/4800172.stm

My understanding now is, having had look around, you can record, you do not need to inform anyone, but if you wish a 3rd party to make use of that information you have recorded then you must seek the consent of the people that you have recorded.

Still waiting on my MAC key. Will give it until Monday and then get after them

camper_1982

I would steer clea of them. I joined them over a year ago and they were meant to be collecting by direct debit. Not one ever came out and i realised 6 months later. So thought it was best to pay to settle it.

They have got expensive and i found a better offer so i rang up to cancel. They talked me into staying by offering me it for £9.99 per month and some more discounted calls. I agreed.
Kept getting emails from them saying ive exceeded my monthly allowance and was being charged extra.
My bills were getting really expensive now, and they werent even charging me the 9.99, it was still 14.99!!!

So i rang them last week to cancel and asked for a mac code. Rude snotty girl on the phone was answering me back. So i demanded to speak to someone else. Demanded i cancel and they said the mac code would be emailed through within a few days.

Nothing arrived. So i rang them up. The lady on the phone told me the mac code has been cancelled as i was retained. When was i retained i said. Yesterday she stated (last tuesday). I hit the roof. Ive never even spoke to them!!! I managed to get my mac code over the phone in the end.

What a load of con artists!

I told them they were a better company before they brought out bulldog. Since they did that they went to pot.

camper_1982

I worked in a call centre 5 years ago. What an awful job.
Anyway, all our calls were recorded and they were told before the call came through. It was all digitally stored so when they rang up saying , you said this, or they said that, you could listen to the tape. So the system would tell you all the times they rang and you could access the file.

Was good because you could play the conversation instantly and both listen to it. Problem resolved.

ckerrd

camper_1982 wrote: »

I would steer clea of them. I joined them over a year ago and they were meant to be collecting by direct debit. Not one ever came out and i realised 6 months later. So thought it was best to pay to settle it.

They have got expensive and i found a better offer so i rang up to cancel. They talked me into staying by offering me it for £9.99 per month and some more discounted calls. I agreed.
Kept getting emails from them saying ive exceeded my monthly allowance and was being charged extra.
My bills were getting really expensive now, and they werent even charging me the 9.99, it was still 14.99!!!

So i rang them last week to cancel and asked for a mac code. Rude snotty girl on the phone was answering me back. So i demanded to speak to someone else. Demanded i cancel and they said the mac code would be emailed through within a few days.

Nothing arrived. So i rang them up. The lady on the phone told me the mac code has been cancelled as i was retained. When was i retained i said. Yesterday she stated (last tuesday). I hit the roof. Ive never even spoke to them!!! I managed to get my mac code over the phone in the end.

What a load of con artists!

I told them they were a better company before they brought out bulldog. Since they did that they went to pot.

Interesting bit about the "answering back" as mentioned in one of my previous posts this is what happened to me. The guy couldn't seem to grasp the irony of me wanting to move because of their appalling customer service and what he was doing. They could have given me broadband for free and I would still have asked for my MAC key. I hate crap customer service.
Once upon a time they were superb, really helpful and easy to reach.

If I don't have the key by first thing Monday I will be on the phone again