pipex

Realwinner · 24 June 2007 at 1:46AM

My niece had problems with her phone just having no dial tone for a month
so i sent them this email

"Hello I have had a problem with my phone line and Internet
for about a month now.
The first thing is that i have no dial tone with or without the broadband
filter so can not use my phone (I have tried more than one phone with and
without the filter)

The second thing is that my broadband connection disconnects and the only
way to reconnect is by resetting the PC.
( There is only one bt phone socket in the house so its not because a
phone is unfiltered)

My phone number is <removed by me>
When anyone calls me they can not get through.

I just read this in a forum and it seems likely

"YOU HAVE A FAULT ON THE LINE
THE ADSL CIRCUIT IS MORE POWERFUL THAN THE SPEECH SO POWERS OVER THE FAULT

CONTACT BT TO CHECK THE LINE
THE FAULT IS USUALLY A HIGH RESISTANCE DISCONNECTION OF ONE LEG ON THE
SERVICE PAIR(TELEPHONE/BROADBAND LINE)
I AM A TELEPHONE ENGINEER AND HAVE HAD THIS FAULT MANY TIMES PROMISE"

This was the response

We write to advise that we are unable to raise an ADSL fault until your PSTN
line (telephone) has been fixed. Therefore we recommend contacting your
Telecoms provider who will be able to dispatch an engineer to resolve the
telephone issue.

We hope this helps with your enquiry, but please feel free to contact us if
you require further assistance.

Regards"

They are the telecoms provider
I sent them an email saying this You are the telecoms provider and had an auto response and nothing since... her phone has now not been working for two months.

Do they expect her to call bt so they can say pipex is your provider just to bounce blame back and forth while spending loads of money on calls.

Heinz · 24 June 2007 at 9:49AM

If, apart from the broadband, her use of Pipex is as a CPS provider - i.e. she still pays line rental to BT - report the telephone line fault to BT in the usual way.

Realwinner · 24 June 2007 at 2:12PM

BT website

Faults: Report a fault

Please enter the phone number on which you suspect a fault.

*So i enter her number*
*Click*

There is no BT service recorded against this number. It may be possible that another company provides the service, in which case you will have to contact that service provider to report the problem.

Hmmm... around and around she goes where she stop nobody knows.

Heinz · 24 June 2007 at 2:28PM

Which suggests, unfortunately, that she has handed over her line rental to Pipex too.

In which case, it is Pipex to whom she must (again and again and again) report the fault.

Any problems?

If you experience any problems just call our UK call centre on 0845 077 2537 and we’ll help you in any way we can.

If they try to fob her off, she must complain. The Otelo website explains what to do.

Realwinner · 24 June 2007 at 3:17PM

Edit: Thanks for the Website address i have passed it along to my niece and told her to fill the form in.
she said she cant phone them as she hasn't got any credit on her mobile phone.
Really i think she should get compensation for having to ring pipex in the first place on her mobile phone just for them to give her the run around.

She told me she did call them.
I think you can say as much in an email though unless the people at the desk cant read! ?
I Believe the emails i sent were plain enough.

I even did some research and told them the possible fault.

The phone did work for 2 days after i sent the first email but then it went dead again.
So i had thought the email had worked.

{quote from The Otelo website }
You must follow your company's complaints procedure, which is set out on the back of their bills or in their code of practice, and allow them up to three months to sort out the problem for you. If you have been through every stage of your company's complaints procedure <Realwinner comment: Giving more money to support i guess> and after three months since making the complaint, you're still not happy with the way it's been handled, you can pass it to us.{end quote}

I thought 2 months was bad enough ,whats she paying the bill for.

Vicky46 · 25 June 2007 at 11:08PM

I transferred from BT to Pipex almost a year ago. To be honest I have found the service excellent until 11th June when I received a standard letter saying I was being transferred to another provider (

). This was news to me. Pipex said I should contact BT and they would arrange a UPC (? unsure of initials) letter saying I did not want to transfer. After 3 hours toing and froing between Pipex and BT I was given a verbal apology from BT (for their error) and a promise the requested letter would be sent to Pipex.

21st June. I received another standard letter from Pipex, again the above procedure, they claim they never received the requested letter. Referred back to BT and much of the above procedure taking another 90 minutes. Eventually a knowledgeable BT employee tells me they know who can resolve the problem and would put me through immediately, ( ahhh, now were getting somewhere) they did ..... to an unrecognised number. :mad::mad: and ultimately, disconnection of the call. :mad::mad:

Today my landline was disconnected, it cost almost £4 phoning Pipex (from my paygo mobile) again they referred me back to BT and its multiple options.

My experience of BT is bloody Trouble. I'm annoyed BT have the power to transfer a customer without their authorisation and can be left in a situation where they have no service at all.

Why can't Pipex just phone the resident to confirm their decision to transfer to another provider. thereby ensure a hassle free transfer.

What do I do now ?

Sorry to rant on but I've lost all faith in BT, and am tired of talking to incompetent BT staff. I know not all are, but I haven't spoken with competent ones recently.

Heinz · 25 June 2007 at 11:30PM

I don't think you have much option but to go to the top at BT:

ben.verwaayen@bt.com

A fully detailed e-mail of what's happened (set it out neatly and keep it polite) usually does the trick very quickly.

Vicky46 · 25 June 2007 at 11:51PM

I sent him an email last week (22nd) but have had no reply as yet, but I live in hope.

pipex

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