Pipex - absolute nightmare

To warn anyone thinking of joining Pipex or already on Pipex - leaving Pipex has been the most stressful and annoying experiences of my life.

I joined Pipex in April 2006, never had any problems with them at all, a great service. The one time I lost my connection was when they were doing maintainence in my area, but they actually sent me a letter in advance informing me of disturbances.

On 2nd June 2008 I rang up to cancel my service as I am moving house and no longer need broadband, so thought I might as well cancel it as it's a £24.99 a month I could spend on other things.

Upon calling, I was told I am still in my 12 month contract, and they insist this is the case, despite me having my activation letter which is dated 8th April 2006. I made at least 5 phone calls today alone, each about half an hour - on their lovely 0871 number(!), after discovering they had charged me a £100.79 "breach of contract" fee, on top of my normal £24.99/month. I immediately cancelled my direct debit in case they took any more money.

I asked to speak to a supervisor several times, to which they always said the supervisors were busy (suprised?). No-one could help me, so I have now applied to CISAS (Communications and Internet Services Adjudication Scheme) to complain against Pipex. I am also writing a letter of complaint to the head office.

No-one at Pipex Customer "Care" was able to help, they couldn't even get me a supervisor to talk to. I am absolutely furious, and I really do warn anyone to steer WELL clear of Pipex.

If I get an outcome to my situation, I'll post it here, but I don't hold out much hope of anything positive.. money grabbing so and so's....

James

James it may be worth talking to OFCOM you can ring them on this number

0300 123 3333

Barry King
PlusNet

Ditto - get in touch with Ofcom - they will most certainly help you.

http://www.ofcom.org.uk/


L

Thanks for replies - I looked initially on the Ofcom website, which said to go through the ADR scheme first to try to resolve it.

I've sent a (very long) letter to Pipex fully explaining, if I don't get a satisfactory outcome I'll be following up the CISAS case, as well as contacting Ofcom in that instance. In any instance, I'm determined to get this £100 back as I can't exactly afford it!

It's annoying that Pipex were a great service, but when I come to cancel, it all goes to pot... it's really ruined my opinion of them, and I now taint them with the same brush as other ISPs I've had bad experiences with.

Asgrim the Anglo-Saxon

Reclaim it back under the Direct Debit Guarantee.

BeUnlimited
Bandwidth (Up/Down) [kbps/kbps]:2,315/ 18,695

I agree.

If this was taken by Direct Debit, go to your bank and tell them that Pipex have taken an unauthorised amount from your account and that they did not give you notice that they would do so. The money should be refunded immediately, and Pipex should get in trouble for it!

If it was from a credit card, go to your credit card company, tell them the same story, and they should refund it.

tiscali run the company now anyone who used to be with Pipex is now with tiscali

When the new owners of tiscali take control lets hope they dont want new customers to think they are still with tiscali

Barry (Ex tiscali )

Barry King
PlusNet

James ring OFCOM they will advise

And more important make a note of the problem


Barry King
PlusNet

I have recently been experiencing major problems with Pipex homecall. I have been with them for over a year and a half.

I found in early May that my broadband was not working and therefore phoned the technical help line. They told me my account had been cancelled and to phone customer service. Customer service checked my account and told me it was active and I needed to contact the technical help desk. I phoned back and again was told that my broadand service had been cancelled.

To cut a long story short both departments just kept telling me to phone each other and were not interested when I told them what each was saying I kept being told there was no more they could do as it was not their respective department problem.

I had been with out the internet for about 23 days.

I have sent a letter of complaint to them and I also phoned to ask what the procedures for dealing this were. No-one could tell me.

reading some of the posts I think I may have been migrated over to Tiscali and I had been told Tisclai were trying to take over my line. I am going to find out if this is the case tomorrow.

Edited by CoachCC (Sat 07-Jun-08 00:50:41)

In reply to:

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reading some of the posts I think I may have been migrated over to Tiscali

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If you are with Homecall you have always been on Tiscali network as Homecall were resellers for Tiscali and never used Pipex network.

The Pipex Sanctuary

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