Comments on: Why Pipex Broadband Suck

By: qwerty

qwerty — Sun, 05 Aug 2007 08:36:26 +0000

I’m having the same problems as Jas.

I’ve only been waiting 3+ weeks for my MAC which they said would take 5 days.
3 phones calls and 3 email (which they dont respond to) later - still nothing.

They are an absolute nightmare….

And I too have fallen foul to there incompetent billing service.
They called me out of the blue wanting 5 months Â£125+ payment because they ‘forgot’ to charge me!.

they really are shocking, avoid at all costs…

By: Duffy

Duffy — Fri, 20 Jul 2007 16:29:31 +0000

Hehe. Well, my fingers are crossed.

I tried to regrade my Solo1000 package the other day and was told that, due to being on an LLU circuit, it wasn’t possible at the moment and I should try again in a month.

But I want a static IP now.

So I decide to move to Zen. I phone Pipex, and after no more than 5 minutes worth of waiting on hold I’m passed through to cancellations. The guy on the end of the phone was obviously keen to keep me on board, but when I cited the specific reason he put his hands up (well, metaphorically at least) and said that the LLU problem was unlikely to go away. He also said he could give me a MAC but that it may not work (?!).

So I’m now waiting a period of 3-5 days (shyeah right) for my MAC to arrive via email.

I’ll let you know…

By: Jas

Jas — Wed, 16 May 2007 15:15:34 +0000

I feel your pain re Pipex but your story pales when compared to mine In summary:
Asked for MAC (was loyally being shafted on extortionate Solo1000 package for 3 yrs).
They sold me the Midi on reduced cost (Â£14 cf Â£19) FREE firewall/AV s/w. I take it.
Charged me for FREE firewall/AV s/w. Also charged me Â£4 extra for line. No upgrade.
Called - they say I have to wait 2 months for upgrade and I will face downtime while they upgrade my exchange (I am on an LLU). OH ? that was never mentioned before. In that case I want my MAC.
Am hotlined to some specialist retention person who sweetens the deal promising IMMEDIATE upgrage and NO downtime. Fine - put it in writing and I’ll have it.
No response. All deals are off, I want my MAC.
Eventually given MAC. New ISP says its been used already. Call Pipex,,, ah yes the one we gave you was invalidated by the second one we generated. Great, so give me the second one.
New ISP say now 2nd one is invlaid. WHAT ? Call Pipex… ah yes the 2nd one is invalid as we have started your upgrdae. Hold on a minute ….. what upgrade? I dont want your upgrade, I told you that already. Give me a working MAC!! Okay, we promise to get it once the upgrade completes - 2 days max.
No MAC. Call Pipex. Has the upgrade been done yet ? What upgrade? There’s no upgrade order on your line. And no MAC will work cos your on an LLU. I know that, my future ISP knows that and they say they can use an LLU MAC. Just give me a working MAC or else I’m going to Ofcom!! Ok , ok wait 5 days please. Fine
No MAC. Call Pipex. Where’s my MAC. What MAC ? theres no request on your records.

And so on.
Have written formal letter to Cust Rels. Letter soon to be sent to Which magazine. maybe Watchdog. Then Ofcom. Meantime I have cancelled their DD so await inevitable bill for 2 months usage.

By: Ben

Ben — Tue, 08 May 2007 12:39:41 +0000

Oh dear, I also feel your pain, but i wont use the comments section of your blog to rant about the imcompitence of Zen Internet.

I moved over to these guys:

http://www.ukfsn.org/

They are mega in every way.

Also where do I get an Ass Hat?

By: Country_Bumpkin

Country_Bumpkin — Wed, 02 May 2007 14:58:12 +0000

I’ve been trying to get Â£22.49 out of pipex for nearly 2 months. That’s the cost of a month’s subscription and a modem for a service which, because my village is rural, cannot be provided. They promise it will be in my account in 5 working days, then 7-10 working days, then they admit they didn’t do it and will chase it, then they have the nerve to say I’m not entitled to it and it’s a goodwill gesture, then I call today and some halfwit has credited it to my closed broadband account…..

My argument is that surely, if the service is not being provided (turns out the BT lines won’t support it), I’m entitled to a refund…. I call and email and call and email and just end up completely frustrated.

By: Garth

Garth — Sat, 21 Apr 2007 11:24:05 +0000

Hi George. I upgraded to ‘Go’ in May last year, I’d say my 12 months are up anyway. After the first mail from them stating that I was placed on the Max service, I contacted them straight away informing them of their mistake. It took them until 2nd September to acknowledge their mistake after numerous emails and phonecalls. I’d say there aren’t entitled to charge me as my 12 months are now up, hence the phonecall requesting my MAC code.

The sad thing is that a number of their customer support staff are facing redundancies.

http://www.theregister.co.uk/2007/04/17/pipex_job_cuts/

By: George

George — Sat, 21 Apr 2007 08:19:33 +0000

you say in your blog that it was Pipex mistake that you ended up on “max” so you shouldnt be locked into a 12 month contract but you also say that you requested “go”.
If thats the case then you would still be in a 12 month contract anway….

not trying to defend Pipex here, just merely pointing out why they are entitled to charge it to you
If you feel that you shouldnt have been on the “max” service then you should have kicked up the fuss about it at the time and got it changed to “go” as you requested.

By: Dean

Dean — Fri, 20 Apr 2007 08:08:21 +0000

That’s pretty awful service. I’d speak to Watchdog
I hope you can escape the clutches of Hasselhoff soon and join a decent ISP like Zen