Problem with Pipex

toby77_2

Hi there,

I too have an issue with Pipex, I recently moved provider to Talk Talk (I know they are rubbish in the customer sevice department but they're the cheapest!), anyway, The nice sales person from Talk Talk said not to worry about anything and that they would contact my current provider (Pipex) and cancel the account and take over the line. Cool I said.

On the 24th of July Talk Talk took over the phone line and my Pipex sevice stopped, (my Pipex internet connection was cut off at roughly 1:00am - i was surfing the net at the time). Now I was slightly annoyed with Talk Talk as my new modem hadn't arrived and I couldn't get on-line. but a couple of days later it did and my new service could begin.

However, Pipex then sent me letters saying i owed money for phone and broadband after the 24th of july (When my provider changed). more letters kept comming and threats of court action and dissconection?!

Automated calls started coming through 3 times a night, I waited to speak with the debt department, told them of the situation and they informed me that there was nothing they could do and that I would have to speak to customer services. so I did.

I have had several conversations with customer services at Pipex, the first 3 all ended with the outcome that I did not owe anything and that they we're very sorry etc, but then more recently I have had more letters, more automated phone calls and spoke to customer services who want to argue that i owe them money. I was promised by one member of staff (after 20mins on the phone) that they would get the last person who told me I owed nothing to call me and explain why now I do owe money?! I didn't get a call.

I have now stopped taking the automated calls and started a (very slow) dialogue via email. They sent me terms and conditions and alike but it doesn't make up for the fact that my sevice with them stopped on the 24th July and because someone 'didn't update their system' (Pipex member of staff's words) I have been hassled for money.

So the timeline of my situation is this;

1. Talk Talk take over my service on 24th of july and I cannot use Pipex phone or internet

2. Pipex send letters and call me asking for payment for sevice after 24th july, after conversation with customer services we find that the broadband is the culprit of the letters etc but it is resolved and I'm told there is nothing to pay.

3. More letters (now with £25 admin fee) demanding money or sevice will be cut off (it already had on the 24th July). Again I call customer sevices and the matter, I'm promised, is resloved.

4. More letters and calls, I call customer services and again am told everything is sorted.

5. More calls and letters, I call Customer service again, (very annoyed) and am catagorically promised, after a 40 minute conversation, that the matter is finished, the account closed and that they are very sorry for the mix up.

6. More letters and calls, apparently the last person I spoke to lied and i still owe money for broadband use for a month (which was cut off for the month in question) and that the lady I spoke to last would call me to explain.

7. No phone call from customer services, just annoying automated ones from the debt department.

8. I email customer services as i've spent about £5 calling them, we have some 'email tennis' going back and forth and they copy and paste some T&C's but don't really listen to the situation.

So now I don't know what to do, I still get automated phone calls and letters saying if I don't pay they'll cut me off and take me to court etc. One thing I Haven't mentioned is that the amount of money they are chasing me for is the grand sum of £13.33! I am almost ready to pay it just to stop them being annoying but my principals say why should I be charged money for a service I could not and did not use!!

Sorry for the exremely long post but any advice would be welcome. Thanks.

ckerrd

I have now moved to o2.
Had no internet for a day rather than the "few hours" as advised.

They emailed me to tell me that the line was activated - not ideal as I couldn't get online as I was changing ISPs, but at least their call centre answered very quickly and told me that I was all conected.

Now about to write to Pipex and cancel them

I like this from the T & C

Pipex customers may choose to cancel their service at any time, subject to the Pipex Terms and Conditions applicable to their contract. Depending on the type of service purchased, and the length of time for which the account has been open, a cancellation charge, and/or a charge for any unexpired remainder of the contract period, may be payable. For further information on the Pipex Terms and Conditions applicable to contracts for Pipex products and services, please visit: http://www.pipex.net/legal/terms-conditions/
Please Note: For legal and customer protection reasons, cancellations CANNOT be accepted by telephone. 30 days' notice of all cancellations is required.
The Customer may terminate services by:

• writing to Pipex Internet Ltd, PO Box 273, Welwyn Garden City, Herts. AL7 1YA (or by fax to 01707 299502), or
• calling Customer Services on 0845 0772455

So for legal reasons you cannot cancel by telephone but you may terminate your service by telephoning??!??

Redandwhitestokie

we have had the same problem we canceled on 11 march and now they keep ringing us demanding we pay £9 something but we are not paying it they can take us to court if they like and if they do we will make there name look like dirt and get media involved as well
I would never trust pipex/Bulldog any more