Comments on: Oi, you, Pipex Internet

By: Duncan

Duncan — Sat, 16 Aug 2008 12:31:51 +0000

Update - I called a nice lady in their credit control dept. I explained about my phishing worry. She confirmed the transaction nr the chap who phoned me in July had given me. “The computer system had crashed and details lost”, she said.

I didn’t query why she was then able to give me the details of the new credit card - details that I had only given Pipex in July - details that would have been lost if their system had actually crashed. Or if they knew they had a problem with lost details, they could have got some wage-slave to go through the accounts and checked it instead of sending termination emails to customers they might want to keep.

Lessons - keep notes of all calls. Dates, times, confirmation codes.

By: Duncan

Duncan — Fri, 15 Aug 2008 21:25:20 +0000

After writing above, I got an “email undeliverable” message. Their email system is to a “do not reply” address. Sheesh. So much for them saying “In the meantime if we can be of any assistance, please do not hesitate to contact us.”
Life is too short to get worked up about other people’s ineptitude.

By: NL

NL — Fri, 15 Aug 2008 20:45:32 +0000

Duncan. probably not a crook - they are just really, really bad at dealing with these things.

By: Duncan

Duncan — Fri, 15 Aug 2008 20:17:33 +0000

LOL - I just Googled “pipex phishing phone call details known” and found here.

Just checked my emails for the first time in a couple of days to find an email through from Pipex threatening to cut me off for non-payment. Strange thing was that I had a call from them in July.

After making sure it wasn’t a crook (i.e. the guy quoted me some personal details), we got the situation sorted. Now in August I get “Unless the balance is paid and a new Direct Debit/Credit Card Instruction is received within the next 6 days your Pipex services will be suspended.”

I’ll call them tomorrow (Saturday). Obviously I am now worried that the phone call was from some crook. I suppose I could just fill out the details on their website, but I’m concerned in case my details have been hacked by the crook passing himself off as Pipex.

By: Oetzmann

Oetzmann — Thu, 31 Jul 2008 09:37:47 +0000

I have ht exactly same problem as End of Tether. Cancellation charge taken without warning. Their error has been acknowledged in emails and by letter. Most recent, from one Ryan Victor in leter dated 12 July promised repayment in 7 - 10 working days. Can only assume they work one day weeks. My latest phone call was taken by a man based, he said, in Lithuania. He agreed refund due and he would see that this was done but “it would take a month” He could not explain why. I am now preparing a letter to send to CISAS. Has anyone else tried this avenue?

By: Kevin

Kevin — Thu, 31 Jul 2008 08:23:05 +0000

I sent complaint email to CS asking for customer relations department to contact me 29/07/08, got reply today 31/07/08 by email saying this department will only responed to email and if I would like to email my compliant they would be happy to deal with it.
In the words of Sir Terry Wogan IS IT ME!!!!!

By: Kevin

Kevin — Wed, 30 Jul 2008 09:52:45 +0000

I have been Pipex customer for years, problems started when they said, I could upgrade from 1M to 8M at no extra cost, what they forgot to tell me was that this had download limit, started getting billed for extra downloads, called Customer Services (Joke) and was told the only way to get 8M and unlimited downloads was to take International call package agreed reluctantly. This was Sept 2007, in June this year after paying on average £40 per month and finding out that the MAX speed I could get to my Home was 2M, I had had enough, I called CS to cancel and was told I was in contract until Sept 2008, I said, I would wait until then, it was then, I was told that I could downgrade shorterm to a cheaper call package saving £10 a month and still cancel in Sept. I agreed to this on the proviso that this was not a new contract. I have just called to cancel and been told, I agreed to a new 12 month contract in june and would have to cancellation penalty.
They have sent me a MAC so I have applied to another ISP and I have canceelled my DD, we will see what happens, as I will not pay a penalty on a contract I did not agree

By: end of tether

end of tether — Thu, 03 Jul 2008 11:13:26 +0000

I’m at the end of my tether with Pipex… arggghh

In a nushell they incorrectly charged me about £240 for a contract cancellation charge. They have admitted it was their mistake, yet 5 months later still no refund.

I have a letter from them which I received 4 weeks ago saying that the refund had been authorised and I’ve receive a cheque in the post within 14 days…

alas I’ve had nothing.. not sure where to turn next to try and resolve this..

By: Nearly Legal

Nearly Legal — Wed, 18 Jun 2008 20:51:27 +0000

I’m delighted to be hosting the Pipex are seriously crap and borderline illegal comment page here. I think these stories are more than eloquent enough for anybody considering a new Pipex account to make their own minds up.

Sadly, I remain stuck - and am still trying to work my way through getting out. So far, despite acknowledging I am out of contract, Pipex won’t give me the MAC code. We are on to the legally interesting letter stage. I could just flee to cable, but I don’t see why whoever eventually inherits this phone line should get legacy LLU crap. Plus I want a clear and definitive end for billing purposes - given others experiences.

By: Sandy Allan

Sandy Allan — Wed, 18 Jun 2008 19:57:01 +0000

Where have I been all these months - until today I had not realised Pipex were now part of Tiscali! THey have not exactly been up front about telling their customers! Pipex was my first ever ISP, having got a three month free trial when I bought a new HP computer back in 1997. What impressed me then was that it really WAS a free trial - none of this “give us your credit card number and cancel if you don’t go ahead” nonsense. Pipex Dial was reliable and served me well, although their Customer Service was always poor. In May 2006, with local exchange upgraded, I decided to move to broadband. Loyalty to Pipex convinced me to stay with them, although phone calls to their Sales Dept never resolved my queries about keeping email addresses or number of email accounts. I did not need the broadband modem but still got charged the same amount. Connection has been OK but definitely worse over last six months and now I know why, incorporated into Tiscali’s abyssmal offering. Even prior to that though, on getting broadband I wanted to close my dial up account but just struggled to get anyone to action it. Last year on renewal date tried again but, guess what, the money came out my account anyway. I forgot about it till recently but it’s due again soon and I have tried again. Email Customer Support and they email back saying I have to phone the Cancellation Department. Call them and get told they only deal with broadband, call Customer Care Team. Call them and they give you another number for cancellations - guess what, it’s the Cancellation Department. It appears that it is not possible to cancel your Pipex Dial account. Seems the only way is to get my bank to ignore any payment request. Got their Registered Office address and will write (again) but there is a distinct lack of info online about their Company Directors - anyone tell me who the Company Secretary and Managing Director are?