Help problems with Pipex

starfish10

Can anyone advise me what to do next. I have been charged for a router that was supposed to be free and now they have changed my contract to broadband only instead of the call package I had. I have just got a huge bill of BT for my calls and have been charged the same price for my broadband I used to pay. I have now called them seven times over a period of two months and dont seem to be getting any joy. This is all because I asked for my MAC code so i could shop around for another provider and get a router as i have just got a laptop and wanted wireless. I had been with them about two years with a wired connection and calls for £14.99 with no problem. I need to get to someone who can solve this for me what should i do? If i phone them they say they will do stuff but then dont do anything.

tedsui

I wish I could reply positively but I've been with them since February and I'm desperately trying to get away. I have stopped my DD and they keep threatening to stop my service but they won't enter any e-mail dialogues with me, or talk on the phone. I have many grievances with them, especially the charges for the priviledge of ringing them! Anyway, not a lot of help for you, but to let you know you're not alone. I suspect there are many, many, disillusioned Pipex customers in the UK.

starfish10

i rang again today after all the phone calls I am not in another contract with them but they still have my £50 for the router. I just feel like leaving but £14.99 was a good deal so I came off the phone to decide what to do.

tedsui

I don't know what package you are on but mine is the Pipex Mini and it costs £9.99 a month. One of the biggest bones of contention I have with them is that they charge me 13p a minute to ring CC or tech support, leave me hanging on for ages and then tell me I need to speak to another number to sort my problem out!!! They don't answer e-mails either and last night I e-mailed Watchdog and gave them a resume of my probs in the hope that they will hang them out to dry! How can a company give crap service, expect to get paid and then threaten people with debt collection etc., when the customer is only trying to get answers. I spoke to BT yesterday and have returned to them for my phone calls and that generated an e-mail from Pipex this morning that they will charge me cancellation etc., and so forth, well bring it on.

penrhyn

Maybe all this is a result of them being bought out by Tiscali.
You could try emailing the MD: mary.turner@uk.tiscali.com

starfish10

Thankyou for your replies, I will send this lady an email, it will give me great pleasure and see what happens.

espresso

starfish10 wrote: »

Thankyou for your replies, I will send this lady an email, it will give me great pleasure and see what happens.

Please let us know if it has the desired effect. See here.

starfish10

After reading that I think I had just better cancel the direct debit get my mac code and forget my £50. There isnt a hope in hell I will get this back as when I ring them no one can make a decision .

meggsy

I put a complaint through ISPA on 1st May and Pipex/Tiscali are supposed to reply within 5 working days, they didn't, so I put in a second complaint which the high level complaints team then responded to. Result, a promised refund of over £200 in my case, but I am still waiting ! After 12 years with Pipex it became to much of a hassle to stay with them so have now moved on. I didn't get a mac code from them which they should provide within five days, so they will be hearing about that as well !!

starfish10

Which provider would you go to?

meggsy

starfish10 wrote: »

Which provider would you go to?

Hi, I moved to Zen Internet and I am very happy so far, also has customer service in the UK !

I had two years of problems with Pipex billing, my connection was ok apart from two downtimes of a month in 2006 and another month in May this year !! I had the debt collection letter (nice) emails took 8 days to be answered and didn't resolve the problem at all, hanging on the phone etc.,
and I have still not received the promised refund (allow 28 days they said)
so next week I start on at them again :mad: